From Capability Training to Capacity Building

Yee, Joyce and Choukeir, Joanna (2016) From Capability Training to Capacity Building. Technical Report. Service Design Network, Köln, Germany.

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Abstract

Service design is now firmly established as an important approach for driving innovation and change in the public sector. This is evident by the growing number of public sector service design projects, by the emergence of innovation labs in governments around the world, by dedicated events such as the 'Service Design in Government' conference in the UK (now in its 4th year) and an increasing body of academic research looking at the impact and value of service design in the public sector. One of the key barriers to service design implementation is the capability and capacity available to in-house teams of council officers tasked to deliver and improve the service. This is an important issue to address if service design is to truly fulfil its potential to drive innovation in the public sector. And yet, as a community of practice, we don’t often discuss the importance of service design training in the public sector. This article attempts to highlight a range of approaches to service design training and capability building in the public sector using examples from different parts of the world.

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