![Vol. 5 No. 2](https://www.service-design-network.org/images/708x481/0.a1isyd2lbfmmpjhd7ia9hehfr-tp5-2-cover-closed.png)
20 Touchpoint articles in this issue
Touchpoint overview
![Vol. 5 No. 2](https://www.service-design-network.org/images/708x481/0.a1isyd2lbfmmpjhd7ia9hehfr-tp5-2-cover-closed.png)
![From the Editors](https://www.service-design-network.org/images/446x308/0.ih0dmhfikerajsq4optthjjor-Tp5-2-from-the-editors-thumbnail.jpg)
From the Editors
With the on-going effects of the global financial crisis still being felt, governments around the world have been struggling with a quandary: How to deal with the increasing demands on their services, while budget cuts and austerity measures force departments to make do with less.
Column
![How Business Model and Brand Influence the Service Experience](https://www.service-design-network.org/images/446x308/0.ffa77fadrylbzbywar614te29-TP05-2-bodine-thumbnail.jpg)
How Business Model and Brand Influence the Service Experience
Service-based interactions occur at all stages of the customer journey: discover, evaluate, buy, access, use, get support, leave and re-engage.
Cross Discipline
![A Prescription for Making Innovative Medicine Relate](https://www.service-design-network.org/images/446x308/0.foioku0bjym3szye8pdfnzsemi-TP05-2-matthews-thumbnail.jpg)
A Prescription for Making Innovative Medicine Relate
“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
Cross Discipline
![Government ICT- From Infrastructure to Service Enabler](https://www.service-design-network.org/images/446x308/0.k5dw3jj2n2gn5dd5eb6fg8pvi-TP05-2-edwards-thumbnail.jpg)
Government ICT- From Infrastructure to Service Enabler
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.”
Feature
![Connecting Practice and Policymaking](https://www.service-design-network.org/images/446x308/0.ff25q2p0bvnaf2i5ma7om9529-TP05-2-mcmullin-thumbnail.jpg)
Connecting Practice and Policymaking
The British Columbia Public Service (BCPS) is developing its Digital Service Strategy that shapes how services are holistically designed across channels.
Feature
![Making Service Design a Solution for Government Program Managers](https://www.service-design-network.org/images/446x308/0.ngybi08qqso1qvu6caqicz0k9-TP05-2-Sedelmeyer-thumbnail.jpg)
Making Service Design a Solution for Government Program Managers
Understanding barriers and challenges to government service innovation
Feature
![This Time it’s Different](https://www.service-design-network.org/images/446x308/0.0g4it31kuz4f6x3n7escdcayvi-TP05-2-ward-thumbnail.jpg)
This Time it’s Different
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
Feature
![Viable Balancing Community Experience and Government Strategy](https://www.service-design-network.org/images/446x308/0.jkzpedxhtbgyusc71g5o8ncdi-TP05-2-menachemson-thumbnail.jpg)
Viable Balancing Community Experience and Government Strategy
Every day, people across the planet interact with a range of public systems that have been designed (and are operated and regulated) by governments and their partners.
Feature
![From Public Service Designed to Public Policy Design](https://www.service-design-network.org/images/446x308/0.ejro6jsbpbd67s9fnka6cx47vi-TP05-2-vincent-thumbnail.jpg)
From Public Service Designed to Public Policy Design
A worldwide movement is growing between design and the public sector. It’s not just about design in urban planning or in public spaces.
Feature
![What Service Design Can Do for Evacuation Facilities](https://www.service-design-network.org/images/446x308/0.971wxgryt35fgqm89x6oiara4i-TP05-2-maruyama-fthumbnail-.jpg)
What Service Design Can Do for Evacuation Facilities
Among the various issues after the Great East Japan Earthquake, one of the most serious issues was the evacuation facilities.
Feature
![Public & Collaborative Designing Services for Housing](https://www.service-design-network.org/images/446x308/0.u93or1qktqdavmv9yt22tvs4i-TP05-2-mauldinthumbnail.jpg)
Public & Collaborative Designing Services for Housing
Enhancing Affordable Housing Application Processes with Community-Based Collaboration
Feature
![Are Free Public Libraries Still Needed?](https://www.service-design-network.org/images/446x308/0.nl68fdcfp2nvauro1pjtyy14i-TP05-2-Maekinen-thumbnail.jpg)
Are Free Public Libraries Still Needed?
Everybody’s been in a library, though the last time, for some of us, was when we were still children.
Feature
![Restructuring Britain](https://www.service-design-network.org/images/446x308/0.jsx1s05u0t4y0pari6tsdobt9-TP05-2-downe-thumbnail.jpg)
Restructuring Britain
"Housing and education systems, along with ideals of religion and social behavior, have been all-but forgotten as unnerving vestiges of idealism."
Feature
![Becoming a Citizen](https://www.service-design-network.org/images/446x308/0.krjrqeb4kjqq8ww1dn4kakyb9-TP05-2-valdersnes-thumbnail.jpg)
Becoming a Citizen
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.
Feature
![Social Innovation in Local Government](https://www.service-design-network.org/images/446x308/0.hvefvar7ivjuonma5ojbrzfr-TP05-2-McManus-thumbnail.jpg)
Social Innovation in Local Government
Local governments in the UK are changing rapidly.
Tools and Methods
![Introducing the Service Architecture Review Method](https://www.service-design-network.org/images/446x308/0.xfj9ktrcw7zbuqvkpby9tqpvi-TP05-2-field-thumbnail.jpg)
Introducing the Service Architecture Review Method
How does one choose a preferred service design solution? What characteristics should be used to compare competing designs?
Tools and Methods
![Social Work: From Services to Screen](https://www.service-design-network.org/images/446x308/0.dzgop84ormdubzj7onut0529-TP05-2-cramer-thumbnail.jpg)
Social Work: From Services to Screen
Developing product-service hybrids is an emerging practice that offers organisations a rich connection to their customers.
Tools and Methods
![Introducing Dialogues](https://www.service-design-network.org/images/446x308/0.946zoop2sexbvb0f196d8ia4i-TP05-2-fonds-thumbnail.jpg)
Introducing Dialogues
This article is about a new technique in design projects for citizen-centred government services: the 'dialogue'.
Education and Research
![The Experience of Creative Citizens](https://www.service-design-network.org/images/446x308/0.lmp2w5qp45g6q05vbdoq1tt9-TP05-2-selloni-THUMBNAIL.jpg)
The Experience of Creative Citizens
Creative Citizens (www.cittadinicreativi.it) is an experiment underway in Milan within a community of residents located in a particular neighbourhood (Zone 4).
Profiles
![Interview: Varun Malhotra](https://www.service-design-network.org/images/446x308/0.0tg6xlcaatjxiepu36c3xflxr-TP05-2-inteview-malhotra-thumbnail.jpg)
Interview: Varun Malhotra
A guest editor for this issue of Touchpoint, Varun Malhotra is a Principal with Changeis (www.changeis.com), a Washington, D.C. based management consulting firm that focuses on the public sector.