Building better government services the design-centric way

Government agencies have a great opportunity — and a mandate — to combine data-centric design with the power of analytics to provide better services to citizens, increase efficiency and reduce costs.

“There’s a shift under way in large organisations, one that puts design much closer to the centre of the enterprise. But the shift isn’t about aesthetics. It’s about applying the principles of design to the way people work.”

That was the Harvard Business Review in September 2015. It went on to explain that design — something we normally associate with physical objects, or perhaps the screens of an application — is being applied increasingly to complex, intangible issues, such as how a customer experiences a service.

Michael Buckley, managing director of Accenture Interactive Australia & New Zealand, argues Australian government agencies need to adopt this design-led approach to create a much better experience for citizens in their interactions with government. And, he says, the creation of the Digital Transformation Office is a clear indication that such an approach is expected of them.

This transition to a design-led organisation needs C-level leadership. “If you have a separate design team in a corner focussing on a web site or an app, you will get a great web site, but you are not getting a business that is design-led,” Buckley said. “It is not going to solve the big problems. For that you need the whole business to come on the journey.”

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