Summary
When designing into inherently complex government services, civic designers must take a systemic approach. Too often service design focuses on public-facing and sometimes frontline staff-facing interventions, thereby placing the burden of successful service delivery on unempowered shoulders. As service delivery is the byproduct of many entities, interventions must systemically target all policy "layers", such as operations and policy, to be successful. In this presentation, the Public Policy Lab team will share their public policy 'layer cake'. Besides reflecting their affinity for baked goods, it’s a systems design framework for creating interventions at all levels of a public service, while also creating opportunities for equity.
Key Insights
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Public service design must be systematic and holistic to address complex government structures.
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The 'layer cake' framework helps identify sources of power and authority in public service delivery.
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Effective service delivery requires collaboration between multiple stakeholders across various government levels.
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Frontline staff often hold the least power within the service delivery hierarchy, influencing project design strategies.
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Family Pathways to Care exemplifies how design can improve mental health services for families in NYC.
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Civic designers should focus on creating feedback loops to involve the public in service evaluation.
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Tools supporting staff operations are essential for effective public service delivery.
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Design interventions should aim at redistributing power and fostering equity in public services.
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Public engagement mechanisms are crucial for driving systemic change in policy implementation.
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Understanding the interdependencies of various agencies helps in developing inclusive service delivery models.
Notable Quotes
"The civic designers need to take a systematic approach when designing complex government systems."
"Service design tends to focus on public-facing interventions, often neglecting the underlying policies and protocols."
"Service delivery is driven by service operations, systems, and rules, all supported by human elements."
"The layer cake helps us notice where power resides in systems, allowing us to design interventions that redistribute it."
"We need to get informed about the operational context in which staff work if we want to alter elements of service delivery."
"Families deserve to have their voices heard in service delivery, and feedback channels are essential."
"We aim to support the public in exercising agency vis-à-vis the powers that traditionally govern public services."
"Even well-designed public-facing tools require operational and policy support for effectiveness."
"At the core of society are structures made up of people, tools, rules, and resources that determine how we experience public services."
"Systems change happens at the human scale, making visibility of structures critical for transformation."
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