The German administrative system has to contend with historically evolved processes, long processing paths and a world that is becoming ever faster and ever more digital. User-centered services are a standard that we are used to in many areas of our lives and no longer want to do without.
Administrative acts fall by the wayside: citizens have bad experiences with public authorities, even though there may be a great willingness to provide services internally. The pressure from outside and inside for innovation is increasing, and the executing body is usually individual employees.
However, they lack the space and expertise to collaborate across disciplines and agencies. Methods and know-how are needed to implement agile, digital working methods in the public sector.
How does one actually become a Service Agent?
The method case is versatile and practice-oriented - that is in the nature of service design! Authorities of all kinds, regional and supra-regional, are in a state of change and need quick impulses, courage and the willingness to approach problems from new perspectives. Through targeted training, we can provide support in change management processes.
In cooperation with the CityLABBerlin's largest innovation lab, and Johanna Götz from studiovorort, we have developed a training course that helps employees from all disciplines to independently integrate service design methods into their work.
We have designed eight modules that provide background, case studies and practical exercises as well as working materials. And went straight into application with them: Managers and employees from diverse departments have exchanged ideas and inspiration. Learning to understand agile working through agile working.
How do I quickly implement my own ideas in a prototype? How do I get feedback from users? What is a customer journey and how do I draw the right conclusions from it? And how can effective differences be made through initial changes?
Change begins in the mind.
The basis for our work as service designers is always people and their experiences. Nowhere is it more important to focus on people than in administration. Our training not only conveys an attitude, but is also based on the train-the-trainer approach: participants become experts themselves. Passing on one's own knowledge creates self-confidence, and who is best suited for this if not the people who are in practice every day?
»I recommend continuing education to managers! They have to understand it first. Less technical, methodologically oriented, but rather conveying the "agile idea" and its values. Cooperation instead of responsibility according to the Common Rules of Procedure!«