Video: Challenging the Orthodoxy


This is the video of my talk from Service Design in Government 2015 on 20th March 2015 where I spoke on Challenging the Orthodoxy: How Cultural Change enables Citizen-Centric Services.

An exploration through examples of how implementing truly radical service redesign needs organisations to first undergo a cultural change and revolution in their thinking.

Budget cuts are forcing many of us to re-think how services are provided. Despite the pain, this challenge is also an opportunity to dramatically improve services for the modern world. The dash to digital in the UK has driven an IT-led service design culture that embraces modern agile practices, new technologies and open solutions. This is a welcome break from the past.

But to make really dramatic improvements, we need to go beyond technology and completely re-imagine how services are provided – and that’s first (and foremost) a people problem. We need to change cultures by breaking down silos between departments and bringing people together to deliver a consistent, coherent and human service. The front-line needs to deal with all the needs of each citizen in one place instead of a series of frustratingly splintered transactions.

Change should lie in the hands of those who face citizens; engaging their experience, creativity and insight into people’s needs. We need to deliver the same qualities of experience we all value in the modern world: speed, convenience, clarity, effectiveness and choice.

Join me for a tour of surprising and unorthodox alternatives as we explore how conventional thinking takes us down the wrong path and how people around the world have created innovative solutions for their public services. Guaranteed to be thought-provoking and suitable for anyone involved in service design.

I hope you enjoy the video, all feedback is very welcome.

Tom Sedge speaking at Service Design in Government on 20th March 2015
Posted in Approach, People and tagged .

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