20 Touchpoint articles in this issue

Touchpoint overview

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.

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Column

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.

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Cross Discipline

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

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Cross Discipline

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.”

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Feature

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.

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Feature

Making Service Design a Solution for Government Program Managers

Understanding barriers and challenges to government service innovation

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Feature

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

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Feature

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.

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Feature

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.

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Feature

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.

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Feature

Public & Collaborative Designing Services for Housing

Enhancing Affordable Housing Application Processes with Community-Based Collaboration

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Feature

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.

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Feature

Restructuring Britain

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

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Feature

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.

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Feature

Social Innovation in Local Government

Local governments in the UK are changing rapidly.

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Tools and Methods

Introducing the Service Architecture Review Method

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

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Tools and Methods

Social Work: From Services to Screen

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

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Tools and Methods

Introducing Dialogues

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

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Education and Research

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).

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Profiles

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.

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