Establishing the Cultural Framework

Abstract

We describe in this book an approach to the design of public services that centres on citizens and the front-line employees who provide those services — not about digital as merely existing services delivered on a computer screen. To succeed, it will involve a strong political and leadership commitment to a meaningful untangling of the fractured services, systems, organizations and processes currently in place. This new approach to user-driven service design needs to be underpinned by a much better architecture — a set of digital building blocks that enable us to reforge public services around its users in much more flexible and relevant ways.