Publication
Better Public Services: Service Design Resources
From Department of Public Expenditure, NDP Delivery and Reform
Published on
Last updated on
Image: Design Principles image hires
A design-led approach to public services represents a transformation in service development and delivery which involves putting the needs of service-users first. Design thinking encourages a focus on creating services that resonate with people’s needs, harnessing technology to meet those needs and aligning the capabilities and resources of Public Service organisations across Ireland. The design mindset also enables a more responsible and sustainable approach to the way the Public Service works.
In order to support design-thinking in the Public Service, the Department of Public Expenditure, NDP Delivery and Reform developed the Action Plan for Designing Better Public Services . The Action Plan provides a tangible, practical and comprehensive roadmap for how Government will embed design principles across the Public Service leading to more people-centred, inclusive, user-friendly and effective services. Government's vision is to position Ireland as a global exemplar of design-led Public Service transformation.
The Action Plan follows Designing our Public Services - Design principles for Government in Ireland which laid the foundation for a design approach in Government.
The plan will support the delivery of the Better Public Services transformation strategy and the commitment to deliver evidence-informed policy and services designed for and with the public and tackle big societal issues through digital and innovation at scale.
Over the course of the Action Plan, Government will demonstrate commitment to the design approach by providing the necessary resources required to deliver real progress and change. Design tools, training and knowledge exchange resources will be provided to Public Servants to ensure opportunities to contribute individual talents and perspectives to service design and delivery are realised. The plan also aims to foster a design culture within the Public Service, embedding design in the everyday language and behaviours of organisations.
The Design Unit in the Department of Public Expenditure, NDP Delivery and Reform is responsible for driving the implementation of the plan and provides support to Public Servants interested in making use of design thinking in their organisations.
Examples of projects utilising a design-led approach, already in development, include the Life Events Programme focussed on delivering seamless cross-government services at important life stages and the provision of a Government Digital Wallet for Government credentials such as the driving licence, age verification documents, birth and marriage certificates and more.
To contact the Central Design Unit, you can email design@per.gov.ie
