University of Edinburgh Business School
CenSE Hosts Major Workshop on Service Design for Public Services
June 4, 2019

CenSE hosted a major international workshop on service design at the University of Edinburgh Business School.

The workshop on 16 May 2019 was attended by over 60 senior policy makers and service managers from across public services in Scotland.

View the Programme

The workshop started with a keynote from Christian Bason, Director of the Danish Design Centre. He explored the basis of service design and its potential for contributing to public service reform in Scotland. He emphasised the variety of tools that the discipline could offer to public management and gave some concrete examples of its application from across Europe.

Christian was followed by presentations from Kirsty Strokosch and Stephen Osborne of CenSE, which respectively explored the current state of research evidence on designing public services, and the potential contribution of service design to creating value for citizens through public service delivery. Then William Voorberg from Erasmus University in Rotterdam examined the involvement of citizens in the design of public services.

In the afternoon, the workshop included case studies of service design from the Snook Design Agency and in the fields of social security, mental health services, and digital public services. The day concluded with a keynote from Dhruv Sharma from the Scottish Government Digital Directorate on the Scottish Approach to Service Design.

The day was extremely well received by its audience of senior practitioners and policy makers. The plenary sessions produced a lively debate, both on how to engage with the service design community to enhance public service delivery, and on how to effectively engage with citizens through the design process.