Tech STart Ups and Government, Common Themes in Service Design

1. Tech Start Ups and Government
Common Themes in Service
Design
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By Brett Petersen

2. Service Design
• Background & Context
• Restaurant analogy
• Government Examples
• Tech Start Up approach
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3. Service Design – Case Study Context
Government Agency
Tech Start Up
Standards
based
Lean
Agile
Management
Consulting
Tech Start Up
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4. Restaurant Analogy
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5. Service Design - Why?
• Investment Decision making (Value)
• Market Testing
• Expectation Setting – Building relationships
• Continual improvement, etc
• To deliver a measurable ROI/payback period
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6. 6
Service Catalogue Specifications Example
“New Starter Onboarding”
A new starter requires a variety of services to be performed by ICT
The business user should be able to send a ‘New starter’ Request to ICT (business requirement) which
then triggers a series of ICT services and underlying processes
New Starter
Request
Asset Request
(End User Bundle)
Acquire/Provision
Hardware
Installation
Network Account
Creation
Staff Record
Creation
SOE Configuration
Systems Access
granted (Role
based)
Operating Levels
Determination
How long it will take to
fulfil this requirement.
The manager wants to
know how long until
their staff member has
the technology required
to be productive.
The staff member
wants to know when
they begin work.
By documenting the
key processes, the
services provided
can begin to be
defined (services
Hierarchy).
May take
2 days
1 Business
Day
2 Hours
4 Hours
1 Day
2 Hours

7. 7
Service Catalogue Process Example
New Starter
(ICT End User)
New LAN
Account Form
completed
Manager
IT Service Desk
End User Support
HR
Application User
Access Manager
Service Request
Received
Authorised
(Submit
Request)
Details
Correct
No
Network Account
Created
& SOE Configured
Applications
Access (Role
based)
Staff Record
created
Yes
Hardware
Acquisition
Service
Request
Completed
Notification
& Closure
Service Request Form & Workflow
As Is: the LAN Account form may be independent of the
Service management system and a separate service
request form may need to be completed here.
To Be: Opportunity to build form and workflow into
system.
New Starter Service ProcessRole
S E

8. 8
Service Catalogue Example
New Starter Service
Services:
 Set up Accounts
 Provide ‘End User Bundle’ (PC or Laptop
and phone)
Steps: Complete and submit new starter form
to ICTservicedesk@.gov.au
New Starter
Form
Service Level: This service may take up to 4 days to complete (depending on
availability of equipment). It is possible to order equipment in advance,
which will reduce time to complete service. To do this go to the “Asset
Purchase service” at the following link: Assetrequest

9. Service Design - Lessons
• Stay “Vanilla” as much as possible
• Good change management is key!
• Don’t ‘boil the ocean’
• Communicate with the business
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10. Tech Start Up
• Lean Canvas
• MVP
• Pivot
• Hypothesis testing
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11. Lean Canvas Example
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12. Minimum Viable Product (MVP)……
or Service
The minimum viable product is that
version of a new product which allows a
team to collect the maximum amount of
validated learning about customers with
the least effort.
Eric Ries

13. Pivot
• Change the Service to meet client needs
• Flexible & Agile
• Anti Strategy

14. Hypothesis Testing
• Steve Blanks
• Take an MVP and pivot
• ZEN Example – Drowning in reports!!!