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

Publikation: Bidrag til bog/antologi/rapport/konference proceedingKonferenceartikel i proceedingForskningpeer review

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.
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Detaljer

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.
OriginalsprogEngelsk
TitelService Design Proof of Concept : ServDes.2018 Conference
Udgivelses stedLinköping
ForlagLinköping University Electronic Press
Publikationsdato2018
StatusUdgivet - 2018
PublikationsartForskning
Peer reviewJa
BegivenhedService Design and Innovation Conference: Proof of Concept - Politecnico di Milano, Milan, Italien
Varighed: 18 jun. 201820 jun. 2018
http://www.servdes.org/

Konference

KonferenceService Design and Innovation Conference
LokationPolitecnico di Milano
LandItalien
ByMilan
Periode18/06/201820/06/2018
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