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Theme : services
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From DIY to DFY?
Last week we published The Journey to the Interface: how public service design can connect users to reform. One of the things we argue is that we need to stop viewing services as commodities where their value lies in being an efficient operation: instead, their value lies in something less tangible - the sense that they are supporting you, helping you uncover your needs, working for and on behalf of you. Back in 2002, The Support Economy argued that support would become the new...
from : sophiaparker
12th July 2006
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The trust/efficiency dilemma
Does efficiency undermine the quality of the emotional experiences that create trust? Good paper from Peter Taylor-Gooby.
from : simonparker
29th June 2006
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Social Report
Treasure trove of data from NZ's mighty Ministry of Social Development.
from : simonparker
28th June 2006
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Colin James
Interesting NZ political writer and analyst.
from : simonparker
28th June 2006
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Innovation in the NZ public sector
Interesting set of reports on how to make NZ more innovative.
from : simonparker
28th June 2006
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Fresh Perspectives
Demos's project is part of a wider programme of work being undertaken by our partners at the PSA. Read more here.
from : simonparker
28th June 2006
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Review of the Centre
Major review of New Zealand's state sector published in 2002.
from : simonparker
28th June 2006
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Geoff Mulgan recommends the set up of a service design school for public servants
Something that we recommend in the report of this project - and something that Michael Bichard has also suggested.
from : sophiaparker
26th June 2006
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The discipline of service innovation a la Fast Company
6 principles developed from a project of 8 large commercial service organisations
from : sophiaparker
26th June 2006
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Why some doctors don't get sued
Medical researcher Wendy Levinson recorded hundreds of conversations between doctors and their patients, to find out why some doctors get sued and others don’t.The answer was three minutes. It turned out the surgeons who had never been sued spent three minutes longer with their patients than those who were sued (18.3 minutes, versus 15 minutes). More importantly, they were far more likely to make comments that involved the patient in what was happening, such as “First, I’ll...
from : sophiaparker
26th June 2006
