Service Design Network has published its first Impact Report which examines the role of Service Design in the public sector. The report provides an overview of how service design is contributing to the innovation of public services. It is based on a worldwide survey with public servants and service designers as well as interviews gathered from 17 thought leaders in the field. Sixteen authors contribute chapters sharing their insights on the infusion of service design into the public sector including Uscreates’ Chief Design Officer, Joanna Choukeir.
Joanna collaborated with Joyce Yee, associate professor at Northumbria University, on the chapter: “From Capability Training to Capacity Building.” Here, Joanna and Joyce highlight the lack of in-house capability and capacity to deliver service improvement in the public sector and discuss a range of approaches to service design training and capability building.
The full report is available here.