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Full Description
This Element explores the transformative impact of integrating service design principles into public management and administration, championing a user-centred approach and co-design methodology. By reviewing existing literature, the authors define the scope and applications of service design within public administration and present three empirical studies to evaluate its implementation in public services. These studies reveal a trend towards embracing co-design and digital technologies, advancing a citizen-centred strategy for public service design. This approach prioritizes value creation and responsiveness, highlighting the importance of involving users and providers in the development of services that meet changing needs and promote inclusion. Combining theoretical insights with practical solutions, the Element offers a comprehensive framework for public management research. It highlights the need for ongoing engagement and integration of user experiences, presenting an effective strategy to navigate the complexities of public service design. This title is also available as Open Access on Cambridge Core.
Contents
Introduction; 1. The user-centred design approach to service design; 2. Redesigning municipal services to create city value in the aftermath of COVID-19; 3. Embracing citizen-strategic orientation in public service design: the application of the double diamond design process to value creation; 4. Engagement of vulnerable groups in healthcare: designing a mobile health application to promote well-being; 5. What is next for the future of public service design?; References.
