This year has emphasized the importance of citizens’ services with a newly named Minister and newly created sub-committee on service delivery. Government services are being challenged to be delivered in a more efficient, timely, and accessible manner for Canadians.

But how do we achieve that?

Change management and service design can help

As the current Director of teams in change management and service design, I see first hand how both disciplines are able to improve the way in which government services are delivered. More importantly, I see how integrating these disciplines from the onset can improve the overall planning, implementation and sustainability of these services by aligning them to a more human-centric approach to delivery.

Service design focuses on deeply understanding and addressing the unique needs of users, ensuring services are efficient, effective, and centered around the user experience. In our team, this includes a strong degree of research that simplifies even the most complex scenarios to develop user personas and client journey maps, while identifying problem gaps and possible solutions. In parallel, change management orchestrates a smooth transition from existing processes or solutions to freshly designed ones. This can include the development of feedback loops to inform readiness and response tactics such as communications, stakeholder engagements, training, resilience management and pilot programs.

When these methodologies intertwine seamlessly, they possess the potential to revolutionize how we advance service delivery for Canadians. This integration ultimately offers a promising avenue for a more citizen-centric, efficient, and adaptive public service.

How do we apply these disciplines in action?

Integrating service design means placing citizens at the core of service development. Take the time do this. Understand user needs, preferences, and pain points to tailor services and provide a seamless, personalized experience. This not only boosts citizen satisfaction but also fosters trust and engagement. To transition towards citizen-centric services in a smooth and efficient manner, apply change management. By managing resistance, providing adequate training, and building awareness, we can minimize disruptions during the transition and optimize the adoption of new solutions. What both disciplines do really well, however, is force us to be iterative. Continuous feedback loops and adaptability to evolving needs enable us to fine-tune services and respond effectively to changing circumstances, ensuring long-term success and relevance. We can’t develop services as a one-and-done, especially when the world around us is changing daily. Service design and change management remind us of that truth and encourage us to take an iterative approach to service delivery.

It’s a very exciting time for service delivery in government, but let’s make sure we take the time to apply these methods in order for us to make these services as client-centric as possible.