How can governments encourage those who have been dependent on social assistance for years to find their own way in society? The Dutch city of The Hague looks to answer that question with a new service

Understanding barriers and challenges to government service innovation

The British Columbia Public Service (BCPS) is developing its Digital Service Strategy that shapes how services are holistically designed across channels.

The public sector executive looked at their telephone and said: “It’s just a plastic box on a desk until there are services connected to it – we need to make sure both those things happen.”

“I know that you believe you understand what you think I said, but I'm not sure you realise that what you heard is not what I meant.” – Robert McCloskey, author of Make Way for Ducklings

Creative Citizens (www.cittadinicreativi.it) is an experiment underway in Milan within a community of residents located in a particular neighbourhood (Zone 4).

This article is about a new technique in design projects for citizen-centred government services: the 'dialogue'.

Developing product-service hybrids is an emerging practice that offers organisations a rich connection to their customers.

How does one choose a preferred service design solution? What characteristics should be used to compare competing designs?

Local governments in the UK are changing rapidly.

Unlike a commercial service, the Norwegian Directorate of Immigration’s (UDI) primary goal is not to please individuals, but it still needs to engage them to succeed.

"Housing and education systems, along with ideals of religion and social behavior, have been all-but forgotten as unnerving vestiges of idealism."

Everybody’s been in a library, though the last time, for some of us, was when we were still children.

Enhancing Affordable Housing Application Processes with Community-Based Collaboration

Service design promises something that – although hard to pin down – does have some common characteristics.

Service design practitioners seem to agree on the fact that research is important.