The stakeholder map: a conversation tool for designing people-led public services

Fanny Barbara Giordano; Nicola Morelli; Amalia De Götzen; Judith Hunziker

The stakeholder map: a conversation tool for designing people-led public services

Fanny Barbara Giordano, Nicola Morelli, Amalia De Götzen, Judith Hunziker

Publikation: Bidrag til bog/antologi/rapport/konference proceeding › Konferenceartikel i proceeding › Forskning › peer review

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Abstract

This paper discusses how the introduction of a service design approach inside public administration offices can help public servants to be more citizen-centred. In particular, the stakeholder map, a well-known tool in the service design community, has been investigated as a means to trigger conversation about roles and power distribution at key moments of a project while also paving the way for public institutions to adopt a people-centred approach. The argument draws on a case study in Geneva where a public institution dealing with migrants employed a design team in order to improve their service offering.

Originalsprog	Engelsk
Titel	ServDes.2018 Conference : Service Design Proof of Concept
Redaktører	Anna Meroni, Ana María Ospina Medina, Beatrice Villari
Antal sider	16
Udgivelsessted	Linköping
Forlag	Linköping University Electronic Press
Publikationsdato	2018
ISBN (Elektronisk)	978-91-7685-237-8
Status	Udgivet - 2018
Begivenhed	Service Design and Innovation Conference: Proof of Concept - Politecnico di Milano, Milan, Italien Varighed: 18 jun. 2018 → 20 jun. 2018 http://www.servdes.org/

Konference

Konference	Service Design and Innovation Conference
Lokation	Politecnico di Milano
Land/Område	Italien
By	Milan
Periode	18/06/2018 → 20/06/2018
Internetadresse	http://www.servdes.org/

Navn	Linköping Electronic Conference Proceedings
Nummer	150
ISSN	1650-3686

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giordano_servdes_2018Forlagets udgivne version, 1,74 MBLicens: Ikke-specificeret

http://www.servdes.org/wp/wp-content/uploads/2018/07/48.pdfLicens: Ikke-specificeret

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Giordano, Fanny Barbara ; Morelli, Nicola ; De Götzen, Amalia et al. / The stakeholder map : a conversation tool for designing people-led public services. ServDes.2018 Conference : Service Design Proof of Concept. red. / Anna Meroni ; Ana María Ospina Medina ; Beatrice Villari. Linköping : Linköping University Electronic Press, 2018. (Linköping Electronic Conference Proceedings; Nr. 150).

@inproceedings{d50bc122dafd493db618d4cdc0d332d7,

title = "The stakeholder map: a conversation tool for designing people-led public services",

abstract = "This paper discusses how the introduction of a service design approach inside public administration offices can help public servants to be more citizen-centred. In particular, the stakeholder map, a well-known tool in the service design community, has been investigated as a means to trigger conversation about roles and power distribution at key moments of a project while also paving the way for public institutions to adopt a people-centred approach. The argument draws on a case study in Geneva where a public institution dealing with migrants employed a design team in order to improve their service offering.",

keywords = "stakeholder map, conversation tool, public sector, Social innovation",

author = "Giordano, {Fanny Barbara} and Nicola Morelli and {De G{\"o}tzen}, Amalia and Judith Hunziker",

year = "2018",

language = "English",

series = "Link{\"o}ping Electronic Conference Proceedings",

number = "150",

editor = "Meroni, {Anna } and Medina, {Ana Mar{\'i}a Ospina} and Beatrice Villari",

booktitle = "ServDes.2018 Conference",

publisher = "Link{\"o}ping University Electronic Press",

note = "Service Design and Innovation Conference : Proof of Concept, ServDes ; Conference date: 18-06-2018 Through 20-06-2018",

url = "http://www.servdes.org/",

}

Giordano, FB, Morelli, N , De Götzen, A & Hunziker, J 2018, The stakeholder map: a conversation tool for designing people-led public services. i A Meroni, AMO Medina & B Villari (red), ServDes.2018 Conference : Service Design Proof of Concept. Linköping University Electronic Press, Linköping, Linköping Electronic Conference Proceedings, nr. 150, Service Design and Innovation Conference, Milan, Italien, 18/06/2018. <http://www.servdes.org/wp/wp-content/uploads/2018/07/48.pdf>

The stakeholder map: a conversation tool for designing people-led public services. / Giordano, Fanny Barbara; Morelli, Nicola ; De Götzen, Amalia et al.
ServDes.2018 Conference : Service Design Proof of Concept. red. / Anna Meroni; Ana María Ospina Medina; Beatrice Villari. Linköping: Linköping University Electronic Press, 2018. (Linköping Electronic Conference Proceedings; Nr. 150).

Publikation: Bidrag til bog/antologi/rapport/konference proceeding › Konferenceartikel i proceeding › Forskning › peer review

TY - GEN

T1 - The stakeholder map

T2 - Service Design and Innovation Conference

AU - Giordano, Fanny Barbara

AU - Morelli, Nicola

AU - De Götzen, Amalia

AU - Hunziker, Judith

PY - 2018

Y1 - 2018

N2 - This paper discusses how the introduction of a service design approach inside public administration offices can help public servants to be more citizen-centred. In particular, the stakeholder map, a well-known tool in the service design community, has been investigated as a means to trigger conversation about roles and power distribution at key moments of a project while also paving the way for public institutions to adopt a people-centred approach. The argument draws on a case study in Geneva where a public institution dealing with migrants employed a design team in order to improve their service offering.

AB - This paper discusses how the introduction of a service design approach inside public administration offices can help public servants to be more citizen-centred. In particular, the stakeholder map, a well-known tool in the service design community, has been investigated as a means to trigger conversation about roles and power distribution at key moments of a project while also paving the way for public institutions to adopt a people-centred approach. The argument draws on a case study in Geneva where a public institution dealing with migrants employed a design team in order to improve their service offering.

KW - stakeholder map

KW - conversation tool

KW - public sector

KW - Social innovation

UR - http://www.ep.liu.se/ecp/150/ecp18150.pdf

M3 - Article in proceeding

T3 - Linköping Electronic Conference Proceedings

BT - ServDes.2018 Conference

A2 - Meroni, Anna

A2 - Medina, Ana María Ospina

A2 - Villari, Beatrice

PB - Linköping University Electronic Press

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Y2 - 18 June 2018 through 20 June 2018

ER -

The stakeholder map: a conversation tool for designing people-led public services

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