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

Research output: Contribution to book/anthology/report/conference proceeding › Article in proceeding › Research › 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.

Original language	English
Title of host publication	ServDes.2018 Conference : Service Design Proof of Concept
Editors	Anna Meroni, Ana María Ospina Medina, Beatrice Villari
Number of pages	16
Place of Publication	Linköping
Publisher	Linköping University Electronic Press
Publication date	2018
ISBN (Electronic)	978-91-7685-237-8
Publication status	Published - 2018
Event	Service Design and Innovation Conference: Proof of Concept - Politecnico di Milano, Milan, Italy Duration: 18 Jun 2018 → 20 Jun 2018 http://www.servdes.org/

Conference

Conference	Service Design and Innovation Conference
Location	Politecnico di Milano
Country/Territory	Italy
City	Milan
Period	18/06/2018 → 20/06/2018
Internet address	http://www.servdes.org/

Series	Linköping Electronic Conference Proceedings
Number	150
ISSN	1650-3686

Keywords

stakeholder map
conversation tool
public sector
Social innovation

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giordano_servdes_2018Final published version, 1.74 MBLicence: Unspecified

http://www.servdes.org/wp/wp-content/uploads/2018/07/48.pdfLicence: Unspecified

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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. editor / Anna Meroni ; Ana María Ospina Medina ; Beatrice Villari. Linköping : Linköping University Electronic Press, 2018. (Linköping Electronic Conference Proceedings; No. 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. in A Meroni, AMO Medina & B Villari (eds), ServDes.2018 Conference : Service Design Proof of Concept. Linköping University Electronic Press, Linköping, Linköping Electronic Conference Proceedings, no. 150, Service Design and Innovation Conference, Milan, Italy, 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. ed. / Anna Meroni; Ana María Ospina Medina; Beatrice Villari. Linköping: Linköping University Electronic Press, 2018. (Linköping Electronic Conference Proceedings; No. 150).

Research output: Contribution to book/anthology/report/conference proceeding › Article in proceeding › Research › 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

CY - Linköping

Y2 - 18 June 2018 through 20 June 2018

ER -

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

Abstract

Conference

Keywords

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