open sav

1. Approach:
Civic
service design

2. What is civic
service design?

3. 1.

4. Applying service design
approaches to the delivery of government
services

5. 2.

6. Practice of creating, better
understanding,
and improving upon programs at any stage

7. Principles1. Created with the people who use and
deliver them
Want to know what makes for a truly valuable and meaningful service? Ask the people
who use and deliver them.

8. Principles2. Prototyped and tested for usability
Gathering feedback early on helps mitigate risk and makes an idea more resilient in
the end.

9. Principles3. Accessible to all
Lowering the barriers to entry helps everyone take advantage of opportunities and
resources meant for them.

10. Principles4. Equitably distributed
Public resources are more fairly delivered when they reach the people who need them
most.

11. Principles5. Rigorously tested and evaluated for impact
and effectiveness
Continuously improving performance based on client needs and feedback and
carefully assessing what works leads to better outcomes for residents.

12. ToolsUsability Heuristics (Website Usability)
Service Design Heuristic (Service Delivery & Usabbility)