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設計的公共服務 案例研討(一&二) 2011 年 04 月 15 日

Filed under: 未分類 — 曬蝴蝶 (vanessapsy) @ 22:02:32

Case study 案例研討

London Borough of Lewisham
倫敦路易森行政區

“Design will be integrated into our methodology as another tool for transformation… Things like prototyping transform how we work. It‟s not just about jumping to a pilot phase. We can refine things to make sure it‟s right before we start investing.”

Lindsey Craig, London Borough of Lewisham Policy and Strategy Officer

對改革來說,設計就像另一種工具一樣將融入我們的方法論裡。事件就像典型般改變我們工作的形式,這不僅是跳入一個試驗的階段,我們可以改善事情以確保在投資之前將事情做對。

倫敦路易森行政區政策與戰略官員林賽克雷格 表示

Transforming a support service so it better meets customer needs
改造支持服務以更貼近顧客需求

Lewisham‟s emergency housing service is very busy and the people using the service can‟t always find out whether or not they are entitled to support quickly and easily enough.

路易森應急庇護服務很忙碌,人們總無法發現是否有資格能更快更簡易的使用這項服務。

Public Services by Design partnered frontline staff from the Housing Options Centre and service managers Lewisham‟s policy, strategy and transformation department with a Design Associate.
設計協會的公眾服務與庇護選擇中心之的前線工作人員和路易森之戰略和轉型部門服務經理合作組個設計協會。

Expert design mentoring
專家設計指導

Design Associate Sean Miller has helped Lewisham staff to begin using design thinking and techniques to analyse their current service and create ways to improve it.

設計協會西恩米勒以幫助路易森員工開始使用設計思維和工具去分析他們服務現況和以創新的方法改善它。

To start with, Sean ran workshops with staff to identify the types of people who use emergency housing services in Lewisham.

開始 西恩和員工組成一個專題研討會以辨識路易森人們使用應急庇護服務的類型。

Design techniques bring tangible outcomes

設計工具帶來實際的成果

Staff were shown how to use design techniques,such as brainstorming, visualisation, prototyping and ethnography (where they used video to observe people using the service) to really understand their customers.

員工會展示如何運用設計技術 例如腦力激盪,想像,形塑樣本,歷史史料(一種他們使用錄影帶去觀察人們如何使用服務)以更了解他們的顧客。

Lindsey Craig, London Borough of Lewisham Policy and Strategy Officer, says there is a lasting design legacy in Lewisham.

倫敦路易森行政區政策與戰略官員說在路易森設計傳說永行不墜

„Design will be integrated into our methodology as another tool for transformation.

設計將融入我們的方法論成為轉變的一種工具

Sketching is a great engagement tool, it gives everyone a chance to have their say and using film has helped us change our culturearound being more customer focused.

擬定大綱是一個很棒的約束的工具 它可以給每個人一個機會去擁有經驗並藉使用影片幫助我們改變我們周邊僵硬的文化。

The design approach has certainly got us much more buy-in from staff.
趨近設計確實能幫助我們從員工那裡獲得更多收穫。

Things like prototyping transform how we work. It‟s not just about jumping to a pilot phase.We can refine things to make sure it‟s right before we start investing.

‟ 事件就像形塑標準以轉移我們的作業。這並不僅止是躍入領導的形勢,我們可以使我們投資前確認這是對的。www.designcouncil.org.uk/publicsector

During brainstorming, 100 ideas were generated. With Miller‟s help, staff refined this list down to four key opportunities to test out.

經歷腦力激盪,產生100點子。藉由米勒的幫助,職員精練列舉的四種關鍵機會:

Right first time:
A project to improve the first interaction customers have with the service by ensuring staff know what questions to ask and what information to give

1.在初次就做好
藉著保證員工知道問題的回答和提供何種資訊,此計劃改善已受初次影響的服務客戶

What next doc?: Information design prototypes to help housing advisors explain to customers what happens after their first interview

2.下個是什麼?:
資訊設計標準幫助庇護顧問解釋顧客在他們初次會晤後將會發生何事

Fact sheets:
Clearly and accurately presenting details of the housing options service in a series of fact sheets

3.條列事項表單
清楚和精確的呈現一系列庇護選擇細項表單

Storyboards:
Showing customers what to expect while they wait to see an advisor by illustrating various scenarios and placing story boards around the reception area
„The idea that‟s moved on furthest is the one around storyboards,‟ says Craig. „We have commissioned cartoonists Cognitive Media to create cartoon-style storyboards on four topics that are key to how we run the service at the minute. They were about things like our rent incentive scheme, mortgage rescue and 16-17 year-olds using the centre. We wanted to make them really informative. We needed them to get some
key messages across too, like the fact that you can‟t just use the service to get a council house.‟

4. 事件示範看板
解釋供應的多種方案並在接待區設置陳述示範展示給顧客以提供他們等待見到顧問時的預設。
克雷格說:點子運行最廣的是故事版展示。我們已委任動畫認知媒體以我們如何運作服務關鍵片刻
的四個標題去創作卡通形式的故事版。 這就像是我們另種鼓勵方案,去致力維護16-17歲的人使用本中心。我們希望他們真的是有效益的。我們也希望他們真的能獲得關鍵訊息以幫助他們過渡現況。就像事實是你不能只是使用公眾服務就佔有會議場。

The impact of design
— £7,000 spent on design
— £386,000 projected efficiency savings

設計的影響
7,000英鎊花在設計事項
£386,000英鎊計畫有效率的節省

A year on, staff morale has improved, staff absence levels have reduced, money has been saved and customers are enjoying using a more efficient and appealing housing options service in Lewisham.

在路易森持續施行一年,已增進員工的士氣並降低其缺席水準,節省經費金錢 顧客很喜歡使用更具效率且具吸引的庇護選項。

Peter Gadsdon, London Borough of Lewisham Head of Strategy and Performance says „at a strategic level I think design can be helpful to a council, or the public sector, and at a practical level with the staff, it also is very useful in empowering them to make changes to the way they work.‟

倫敦路易森行政區政策與執行首長彼得蓋斯頓說:以策略水準來說我認為設計對協會或是公共區域是有幫助的,。與職員的實際水準中准予他們去改變工作的方式是非常有用的。

It is anticipated that the changes brought about by the Public Services by Design programme will deliver £368,000 efficiency savings per year.

公眾服務預料將帶來改變,設計計劃每年將有效率的節省£368,000

Gadsdon says this is down to how the staff and customers were engaged in the design process and how Design Associate Sean Miller and design agencies think public and Cognitive Media have engaged the staff and taught them to use design techniques and manage design projects.

蓋斯頓說是因引導員工和顧客如何被涉入設計進程中以及設計協會西恩米勒和設計代理商認為公眾及認知媒體已可保證職員並教導他們如何使用設計工具和管理設計計畫。

Craig says:
„Public Services by Design has opened our eyes to how to try and do things in a quick way. We have now established a working group with design at the heart. To make the design approach sustainable and not just a one-off we want to involve a rolling selection of staff who deliver the housing service in looking for new ideas to improve it. Design may seem an upfront cost, but if you engage with it and work with people who do it well, you develop lasting skills to take forward in to other projects.

克雷格說 設計的公眾服務已打開我們如何以更快的方式去嘗試和完成事情的視野。我們現在已經可以衷心的運用設計建立工作團隊。我們讓設計更接近舒適且並不僅限只使用一次,我們想要參予職員運行的選擇使其能傳遞庇護服務尋找新的點子以改進它。設計看來可能是首要的選擇。但如果你涉入且與做的很棒的人共事,你將延續發揮的技巧並能繼續以此方式投入他項計畫。

“When you think of design you think about plastic cups, shapes of chairs or the next big innovation – however design in public services is more than that. Design provided a dialogue to shape social policy and to interact and engage with customers and staff to deliver change.”
Peter Gadsdon,
Lewisham’s Head of Strategy and Performance http://www.designcouncil.org.uk/publicsector

彼得蓋斯登
當你想到設計你想到塑膠杯 椅子的形狀或下個巨大的創新 然而設計在公眾服務並不僅止於此。設計提供一種對話去形塑社會政策去交互影響 並與顧客和員工保證以傳遞變革。

Lewisham’s Head of Strategy and Performance http://www.designcouncil.org.uk/publicsector

Case study 案例研討二

North East Improvement & Efficiency Partnership
東北促進及效率合作方案

“Using the design approach has meant that we‟ve really listened to what our customers have had to say and we‟ve tried to come up with some solutions that are actually focused around what they want, not around what we think they need."

運用設計研究意味著我們真能傾聽顧客的心聲 並且使我們積極尋求他們所需的解決之道,而不是只有我們臆測他們想要的。

Coral Hanson, Health and Fitness Manager, Northumberland County Council

諾森柏蘭郡議會 健康暨健身經理 卡羅 海森 表示

Encouraging the over 50s to use services that will help them live independent lives
鼓勵50歲以上的人使用公眾服務會幫助他們獨立生活

Adult social care faces considerable challenges in the 21st century as more people live longer. By 2022, 20% of the population will be aged over 65 and by 2027 there will be a 60% increase in the number of people aged over 85.

因人們壽命延長日趨增加,熟齡社會照護在21世紀面對更嚴峻的挑戰。至2022年 20%的人口會超過65歲,至2027年,超過85歲的人口數將會增加65%。

Adult social care project 成人社會照護計畫

The North East Improvement and Efficiency Partnership (NE IEP) is a government-funded programme that works with local authorities and their partners helping them to improve services and make efficiency savings.

東北促進及效率合作方案(NE IEP) 是一個政府與地方當局和同伴的資助計畫以共同幫助提升服務並樽節開支。

They needed to improve people‟s quality of life in the region whilst reducing spend on health and adult social care services. So they set up the „What Supports Independent Living project‟ to explore how they could encourage older people to use services that will support them to live independent lives whilst protecting front line services.

他們必須增進區域中人們生活的品質以減少在健康和社會照護的花費。所以他們設置”如何支持獨立生活的計畫”以顯示他們如何鼓勵年長者在保護前線服務時使用能幫助他們獨立生活的服務設施。

The focus is on service provision to promote physical activity in later life, such as sport and leisure facilities and informative websites, that will prevent the over 50s from becoming increasingly dependent on front-line health and social care intervention.

此項關注推展晚年肢體活動供應系統,諸如運動和休閒設備及信息網絡,這使50歲以上的長者將逐漸在第一線健康服務以及社會干預照護上獨立。

The NE IEP hope that through the What Supports Independent Living Project they can quickly identify and implement some low-cost practical actions in the region to promote the types of services which will be readily adopted by the target user group.

東北促進及效率合作(NE IEP) 希望透過”什麼是獨立生活計畫”中他們可以很快的在地區中證明和執行低成本的實際行動以在目標使用群裡推展可以使他們快速適應的服務類型。

Design opportunities 設計機會

The NE IEP realised that to overcome these challenges they needed to look at new and different ways of doing things. In the current climate, with people expecting personalised, on-demand services, they thought a design approach could help.

東北促進及效率合作(NE IEP)實現克服需關注以新的不同方式做事的挑戰。
在當前的環境,人們期待個性化的即時服務,他們認為,設計方法可能會有幫助。

„I would describe design as an inclusive process. It‟s a set of systems and tools and a philosophy that really helps to open up creativity, and helps you to look at things from a completely different perspective.‟

我將描述設計如同一個過程。他是一個制度和工具並是個能幫助開拓創意的哲學 使你從不同的觀點完整的看待事件。

Zoe Campbell, Project Manager, Adult Social Care Programme, NE IEP
NE IEP成人社會照護計畫的經理人Zoe Campbell 表示。

The Design Council‟s Public Services by Design programme appointed Design Associate, Colin Burns, as their mentor for the duration of the programme.

設計協會的公共服務的設計計劃指派設計聯會 Colin Burns 做為計畫期間的指導顧問。

„I thought Colin was great. He was really very challenging because he was quite different to the way that we‟d worked before and because his perceptions of ideas were maybe more creative and he didn‟t necessarily come to the same conclusions that we came to. So, it allowed us to think differently.‟ Coral Hanson, Health and Fitness Manager, Northumberland County Council

我認為Colin很棒。他很具挑戰性因為他以我們以前很不一樣的工作形式及因為他對理念的理解是更具創造性 他不需要得出如同我們做的結論。所以允許我們另類思考。
諾森柏蘭郡議會 健康暨健身經理 卡羅 海森 表示

Burns helped them understand how design techniques could improve existing services. Ideas were distilled into some potential design opportunities the NE IEP could pursue.

Burns幫助他們了解設計工具如何能改善已有的設施。點子將萃煉NE IEP能執行的一些設計潛能的機會。

They included: 他們總結:

— Commissioning a service design agency to better understand customers
— Designing an internal communications campaign to share best practice across the region
— Providing a way for staff to quickly try out and test their improvement ideas through prototyping

— 委任設計代理服務可更了解顧客。
— 設計是一個內部溝通活動,以分享整個地區的最佳實踐。
— 提供一個方式讓職員很快的試驗和測試標準的改進點子。

Burns helped the NE RIEP commission design research agency, Options UK, to try and identify what was stopping older people from using services such as health and leisure facilities. Options UK also explored what the successful services were doing right so they could be used as best practice examples.

伯恩斯幫助NE RIEP委託設計研究代辦處,英國商辦,試圖確定什麼造成老年人停止使用如健康和休閒設施的服務。英國商辦還探索什麼是做的最好,最成功的服務,使他們可作為最佳練習範例。
“In terms of sport and leisure we found that the biggest barrier preventing people from accessing that service was confidence. People weren‟t comfortable in the sport and leisure centre environment.” Lucy Denham, Senior Service Designer, Options UK

“就運動與休閒方面來說,我們發現,阻止人們接受服務最大的障礙是自信。人們對運動和休閒中心的環境感覺不適。”英國商辦高級服務設計師露西德納姆 表示 。

Options UK worked with communities to try and better understand why these types of barriers existed. They then came up with ideas, co-creating them with the people using the service and with staff from the NE IEP, to make it easier and more desirable for people to access the service.

英國商辦與社區合作,試圖更好地理解為什麼這些類型的障礙會存在。然後,他們想出了辦法,他們與使用者並和來自東北的NE IEP 的工作人員共同創造服務,使來接受設備之使用者更容易使用且更合意提供的服務。

Burns and Options UK helped the NE IEP try out some of those ideas in a rapid way, mocking things up and testing them for half a day or sometimes a week, to see if they would improve the number of people accessing the services.

伯恩斯和英國商辦幫助 NE IEP 用快速的方式嘗試其中的一些看法,實體將事情做出模型並用有時半天,有時一個星期的時間測試它們的東西,看看他們是否會提高使用服務的人數。

According to Campbell, traditionally they had to have a lot of evidence in order to test out ideas, so prototyping was a new concept for the NE IEP team and something they initially struggled with. But now they have found prototyping to be one of the most successful design tools they implemented. “Rather than invest a great deal of resources, time and energy into something to then find out that it doesn‟t work, we‟ve trialled something really quickly on the spot.“ says Campbell.

據坎貝爾表示,傳統上他們必須有大量的證據,以便測試出想法,所以形塑模型是the NE IEP團隊一個新的概念也是他們最初的努力目標。但現在,他們已經找到模型塑造是一個他們可以實施最成功的設計工具,。坎貝爾說:“與投入大量的資源,時間和精力到某件事,然後卻發現它無法使用之下,我們已可以很快的在現場做些運作測試”。

The impact of design設計的影響
Interest in the design approach and in involving service users in problem solving and developing the role of health trainers, helped the team attract a further £20,000 to support the project.

對設計方法感興趣及涉入服務的用戶以解決問題和發展健康培訓員的腳色,幫助團隊吸引增額的兩萬英鎊以支持該計畫。

Independent evaluation shows that the What Supports Independent Living project can expect to see efficiency gains of £1,539,500 as a direct result of using a design approach for service improvement.

獨立評估顯示,什麼能支持獨立生活計畫可以期望看到提高一百五十三萬九千五〇〇萬英鎊效率當作一個採用的設計方法改善服務直接的結果。
Campbell says: 坎貝爾說:

„Working with the Design Council has definitely given us the confidence to know how to use design tools ourselves internally, but also how we would go about procuring and getting the services of design experts to work with us. The involvement with the Design Council has allowed the What Supports Independent Living Project to go to new places that it wasn‟t going to in the first instance. And it certainly has fired up the people that were involved in it to look at the design of services in a whole new way.‟

“與設計委員會共事,很明確的給了我們信心以知道如何使用自己內部的設計工具,且也指引我們會去實現和獲取與我們合作的設計專家之專業服務。參與設計協會已經允許”什麼能支持獨立生活計畫”到那些原本無法在首次就能運作這些計畫的新地點。而且它的確引燃了參予者的熱情以全新的方式看待設計的服務。“

Become part of the next cohort 成為團隊的一份子
Who should apply? 誰需申請 ?

Places on the programme are open to public sector organisations that are committed to transforming their services and looking to do things differently to achieve this. It is of particular value to organisations delivering services that need to be more customer-focused.

這個計畫的設置對那些致力改變他們的服務和希望做些與眾不同的公眾部門組織開放以實現這一點。這是對需更加以客戶為中心的提供服務者之組織具有特殊價值的。

Public Services by Design works well for organisations who are in a multi-agency partnership such as place based initiatives, as well as other organisations like Local Authorities. To date we have worked with clients across a wide range of services including homelessness, NEETS, adult health and well-being, young offenders, children’s health, and business services.

設計協會的公共服務對多重機構如地方基礎的舉措這類組織運作良好,如地方當局等其他組織亦是。迄今為止,我們一直與遍布範圍廣泛的服務的客戶,包括無家可歸,啃老族,成人的健康和福祉,青少年罪犯,孩童保健,及商用服務業等共同合作。

To determine if you‟re the type of organisation who would benefit from design mentoring, we‟ve got a handy checklist. Have you identified a specific project that could benefit from a design approach?

要確定您是否是將能從設計的指導的組織類型受益,我們已經得到了一個便於審查的清單。你是否確定了可受益於一個設計方法的具體計畫?

Do you have clear project objectives?
你明確的計畫目標是什麼?

Are you committed to the scheme in terms of time, resources and senior level engagement?
你是否承諾投入施行的計劃的時間,資源和高層互動接觸?

Do you have a desire to provide services which are more customer focused?
你是否渴望提供滿足更多客戶關注的服務?

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