PSRW 2023: Designing Better Government Services
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Designing Better Government Services Presented by The Lab at OPM May 9, 2023 |
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As the President’s Management Agenda acknowledges, “Federal services have not always been designed with the public’s needs and priorities in mind, nor have these services always kept up with these needs.”
For the government to deliver simple, seamless, and secure customer experiences, we must thoughtfully design government services that better align and optimize operations to support customer needs. That is the heart of service design.
This introduction to service design will discuss how to apply service design to government, demonstrate ways to start understanding your customers’ experience, identify qualities of good (and not so good) services, and share tips on how to get started in shaping better government services.
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Presenter: Patricia Beirne
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Principal Designer | The Lab at OPM Patty’s practice of design leadership leverages the design process to build understanding of complex systemic challenges and shape experiences that will help bring positive transformation on many scales. As Principal Designer,
she helps to shape the creative strategy of the Lab’s portfolio. Patty comes to the Lab with 18 years experience as a strategist and educator addressing challenges in complex spaces such as healthcare and global trade, with
a focus on building programs and teams that apply systems thinking to the human-centered design process.
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