After a terrific Gov Jam in early June ‘public service design’ was the topic of the summer Service Design Drinks in Berlin. A short input was followed by an interactive hands-on session as well as drinks and mingling afterwards. Olaf Lewitz, an independent organisational coach, was facilitating the interactive part of the evening.

1. Service
Design
Drinks
T H E W Y E / J U N E 1 9 , 2 0 1 3
Public Service
Design

2. Overview
Why?
What?
How?
Gov Jam retrospective
Where?
Exercise

3. Martin
User Experience,
Nokia
Katrin
PhD Candidate,
University of
Potsdam
Who are we?
Olga
Business
Consultant
Manuel
Freelance
Service
Designer

4. Gov Jam retrospective STATS & FAC TS
35 LO C AT I O N S 121 P R OJ E C TS

5. Gov Jam retrospective STATS & FAC TS
1,975T W E E TS 13 O F P E O P L E
AV R . N O.
P E R JA M
576
R E G I ST E R E D
JA M M E R S
0
10
20
30
40
50
60
70
San José Bologna Perth Scicli LA / SF
N O. JA M M E R S @ LO C AT I O N S
365
T W E E T E D
P I C T U R E S

6. Gov Jam retrospective TO P I C
“HV SVNT
DRACONES”

7. Elevator Pitches 4 CO N C E P TS

8. Concept 1 PA R E N T 4 PA R E N TS
(Not only) for single parents, who
need help every once in a while,
Parents 4 Parents is a self-help
network, which is created and
improved by its members.
Unlike the time-consuming
contact withe the administration,
P4P provides help quickly,
unbureaucratically, free... and
always smiles.
More information about the project here:
http://www.govjam.org/project/21859

9. Concept 2 C R E AT I V E F R I DAY
For experienced staff in the public
sector who miss appreciation and
want to participate actively,
“Kreativer Freitag” is a concept
which offers a space for creativity
and ideas.
Unlike team circles or daily
routine, it provides knowledge
exchange, the concepting and
implementation of new ideas and
approaches and the staff will feel
more appreciated.
More information about the project here:
http://www.govjam.org/project/21849

10. Concept 3 DA S E R F O LG ST E A M
For confused and disoriented
young adults who are looking for
jobs, the “Erfolgsteam” is a
consulting approach which makes
use of group dynamics.
Unlike anonymous one-to-one
consulting, it enables young
adults to start going their own
way curageously and to be self-
confident.
More information about the project here:
http://www.govjam.org/project/21850

11. For teenagers and young
unemployed people who don't want
to bother with the administration,
“world of workcraft” is an
application, which uses
gamification as part the ALG-
application (unemployment
support) process. Unlike the
conventional form of the
‘Bundesagentur für Arbeit’ (agency
for employment), “world of
workcraft” uses the language of its
users.
More information about the project here:
http://www.govjam.org/project/21859
Concept 4 W O R L D O F W O R KC R A F T

12. Photos: Linda Nyland, David Levene / The Journey to the Interface
Public Services

13. What? D E F I N I T I O N
— W I K I P E D I A
‘Public Service’
“A public service is a service which is provided
by government to people living within its
jurisdiction, either directly (through the
public sector) or by financing private provision
of services.”

14. What? EX A M P L E S E C TO R S
Law enforcement Fire service Education
Public libraries Public transit Waste managementPublic broadcasting
Urban planning Water supply Gas & electricity Social services
Health care
Icons: Jan Windisch, Jamie Hamilton, Luis Prado, Jayson Lim, Benjamin Brandt, Ofer Lehr / The Noun Project

15. “Design is integral to the DNA of each and every
public service. How public services are ‘designed’
is central to their purpose, their function, their
character.”
— D E S I G N CO M M I S S I O N
‘Restarting Britain 2’

16. Why? P U B L I C S E R V I C E D E S I G N
engaging citizens
saving money
meeting needs
humanising services
Icons: Brock Kenzler / The Noun Project

17. 1 Start with needs*
2 Do less
3 Design with data
4 Do the hard work to make it simple
5 Iterate. Then iterate again.
6 Build for inclusion
7 Understand context
8 Build digital services, not websites
9 Be consistent, not uniform
10 Make things open: it makes things better
* – user needs not government needs Source: https://www.gov.uk/designprinciples
How? D E S I G N P R I N C I P L E S O F G O V.U K

18. Where? A P P L I C AT I O N S
redesigning policies
redesigning individual services
moving beyond the idea of discrete services
and redesigning what organisations as a
whole do, i.e. systems-level design
In public sector work, design can be applied to
different levels of transformational challenge:
Icons: Jerry Wang / The Noun Project

19. Book tip
‘Die wandlungsfähige
Verwaltung’
by Sarah Költzow,
Jonas Kwaschik, Philip Palm
www.wandelgestalter.de

20. Exercise

21. Exercise
Create a KrisMap, an organisational persona,
for a public service of your choice.
How does your organisation want to be perceived?
What would the welcome experience look like?
Olaf Lewitz,
Independent coach
Your guide:

22. Ask yourself
1. What’s missing so that I …
•would want to meet this person?
•would want to hire this person?
•would want to date that person?
•would want to be that person?
2. Create a welcome experience
— pick the 3 most essential attributes!

23. Exercise
You have got 20 minutes!

29. Take-away

30. Take-away
service design for the public sector can be
applied on individual service level, on policy
level and with regards to organisational
change
following certain design principles helps to
create better public services
public services need to & can be ‘designed’

31. Reading recommendations
John Seddon
‘Systems
Thinking in
the Public
Sector’
Bryan Boyer,
Justin W. Cook
& Marco
Steinberg:
‘Recipes for
Systemic
Change’
Recipes
forSystemic
Change
In Studio:
Bryan Boyer,
Justin W. Cook &
Marco Steinberg
Sophia Parker
& Joe Heapy:
‘The Journey
to the
Interface’
Design
Commission:
‘Restarting
Britian 2’

32. Olaf invites
Culture Fitness Training
July, 15 & 16 in Berlin
http://culturefitnesstraining.eventbrite.de
Your code to save 33%: ‘SDBERLINDRINKS’

33. We invite
Service Experience Camp
September, 14 & 15
http://serviceexperiencecamp.de

34. See you at
the next
service design
meet-up
servicedesignberlin.de
@SD_Berlin
fb.com/servicedesignberlin