My Daily Thoughts


Backstage in Government

Perhaps people with no experience will be unfettered by protocol, history and existing structures and will be freer to cut through red tape.
Katty Kay

Doing service design in government adds another layer of complexity

Much of what the government does is enable other parts of the government to function. The customer is internal to the organization. In service design, this is called the backstage.

There is no direct customer for building roads and bridges

There is no direct customer for creating policy.

Ideally, the value of everything the government does should be tied back to the voting constituents. When the true consumer of the outcome is lost it leads to the creation of red tape. One area is doing things because another area is requesting them. Without understanding the tie back to the constituent you never know if there is a more effective or innovative way of providing the value back to the constituent.

Live the Adventure


Share this post

Leave a Reply

Your email address will not be published. Required fields are marked *