Over the past year, I’ve had the opportunity to work as the Director of Change Management and Service Design with Shared Services Canada ‘s Enterprise Transformation Directorate. A role I currently find myself in today. In this role, I’ve had the privilege of witnessing the transformative power these disciplines hold in leading human-centric approaches for change.

From leading initiatives that support the enterprise delivery of services, to launching the implementation of tools to improve internal processes, to supporting organizational restructures and more, each transformation has helped offer some valuable lessons that can help the broader public service:

1️⃣ Embrace a user-centric mindset: By placing citizens and their needs at the forefront, we can create public services that truly make a positive impact. Let’s design services that are intuitive, accessible, and tailored to meet the diverse needs of our communities.

2️⃣ Foster collaboration and co-creation: Change and innovation thrive in environments that encourage cross-functional collaboration. Let’s break down silos and work together across departments, agencies, and stakeholders to drive meaningful change in the public sector.

3️⃣ Continuously iterate and improve: Change management and service design teach us the value of constant iteration. Let’s be open to feedback, learn from failures, and iterate our services to ensure they are continuously evolving, improving, and staying relevant to citizens’ ever-changing needs.

4️⃣ Embrace a data-driven approach: Leveraging data and analytics can help us make informed decisions, identify pain points, and measure the impact of our interventions. Let’s use data to drive evidence-based decision-making and deliver more effective public services.

5️⃣ Cultivate a culture of innovation: Encourage a mindset that values experimentation, creativity, and risk-taking. Let’s foster an environment where public servants feel empowered to bring forward innovative ideas, knowing that their contributions are valued and supported.

Together, change management and service design can help revolutionize the way public services are delivered. By embracing these principles, we can create a brighter future where citizens receive exceptional, user-centric services that truly make a difference.