Design education

Designing Public Experiences

Service evaluation

You are looking to:

• Know if a service is delivering its intended outcomes to users
• Tap into insights for improvement from service delivery staff
• Evaluate your service holistically
• Demonstrate that your service is effective and efficient
• Measure customer satisfaction

Service prototyping

You are looking to:

• Provide services that are usable, useful and desirable for end users
• Develop services that are optimised from a delivery perspective
• Engage strongly with staff to ensure they have the right tools to deliver the service

Experience mapping and modelling

You are looking to:

• Develop a deeper understanding of the services you deliver and their impact on the lives of your customers
• Deepen your understanding of the behaviours, values and identity of a particular demographic segment
• Identify the drivers

Co-design of public services

You are looking to:

• Be confident that changes to the design and delivery of your organisations’ services will result in an improved citizen experience
• Understand the needs of the citizen and how policy can be designed to meet these

Design of compliance, regulatory and risk management systems

You are looking to:

• Ensure people comply with policy, legislation and regulations
• Optimise compliance within given resources
• Achieve consistent compliance across your organisation
• Administer new legislation
• Be more transparent and engaged with the community
• Define what compliance means to

Strategy development

You are looking to:

• Gain a clearer and stronger sense of identity, purpose or focus that your entire organisation understands
• Respond urgently to a government announcement that affects your organisation
• Understand or improve how your organisation creates public

Clients

Australian Federal Government

• Attorney-General’s Department
• Australian Crime Commission
• Australian Customs and Border Protection Service
• Australian Electoral Commission
• Australian Federal Police
• Australian National Audit Office
• Australian Securities and Investments

Work

We typically work with organisations that:

• deliver public services to individuals and communities; this includes government agencies and third party providers
• are responsible for ensuring compliance or regulation, including law enforcement and border management agencies
• provide intelligence and analysis

Service design

As the economy shifts from an emphasis on products to an emphasis on services, people in the community are increasingly expecting higher standards of service both from the public and the private sector. For the public sector improved public services...
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