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Transforming Public Services by Design offers a human-centered design perspective on policies, organizations and services. Three design projects by large-scale government agencies illustrate the implications for organizations and the people involved in designing public services: the Tax Forms Simplification Project by the Internal Reven
List of contents
CONTENTS
List of Figures
Preface
Acknowledgements
Abbreviations
Section and Chapter titles
SECTION I
Re-Orienting Public Services, Organizations and Policies Around People
Chapter 1: Design and Transformation as a Problem for the Public Sector
Chapter 2: Design Foundations for Transforming Services, Organizations
and Policies around People
Chapter 3: New Approaches to Policy Design
Chapter 4: Services as Key to Effective Government
Chapter 5: Organizational Design Practices
SECTION II
Three Examples of Transforming Public Services to Re-Orient Government Around People
Example 1: The USPS Domestic Mail Manual Transformation Project
Chapter 6: How it began: Project Background and Introduction
Chapter 7: Preparing the Ground: Project Phase I
Chapter 8: The Organizational Dimension: Project Phase II
Chapter 9: Completing the Transformation: Project Phase III
Example 2: The US IRS Tax Simplification Project
Chapter 10: The Project from Start to Finish
Example 3: Australian Tax Office Integrated Tax Design Project
Chapter 11: Background, Project Phases and Outcomes
Chapter 10: An Expanding Discourse and Practice of Design in the Public Sector
Bibliography/references
Appendices
Index
About the author
Sabine Junginger, PhD heads the Competency Center for Research into Design and Management at the Lucerne University of Applied Sciences and Arts. She is a Fellow of the Hertie School of Governance. She is Visiting Professor at Jiangnan University, China and the Macromedia University of Applied Sciences and Arts, Germany.
Summary
Transforming Public Services by Design offers a human-centered design perspective on policies, organizations and services. Three design projects by large-scale government agencies illustrate the implications for organizations and the people involved in designing public services: the Tax Forms Simplification Project by the Internal Reven
