Conference host Willem Pieterson will give the latest insights of the recent research conducted in The Netherlands to develop a new model to measure service quality, in an international perspective. (Due to unfortunate circumstances, keynote speaker Reinier van Zutphen is not able to attend the conference.)
In 1990, Jef Staes made a dramatic career switch from software engineer in digital telephony to training manager and Corporate Learning Officer. Since then Jef always wondered why today’s Educational System and Human Resources Management are not able to create the right learning and working environment, that enables and energizes passion for talents.
When we see “internet of things”, let’s make it an internet of beings.
When we see “virtual reality”, let’s make it a shared reality.
When we see “machine learning”, let’s make it collaborative learning.
When we see “user experience”, let’s make it about human experience.
When we hear “the singularity is near”, let us remember: the Plurality is here.
The Government Digital Strategy committed Departments to redesigning all existing Government services that serve more than 100,000 users each year. Maude’s office estimated that moving services from offline to digital channels could save approximately £1.8 billion a year. Between 2010 and 2015 savings in the UK Government’s running costs as a result of Maude’s Efficiency and Reform programme amounted to £52 billion.
Since we have all arrived in a time of transition, we need to start thinking about what the end-user can expect from the government. What will the government and our society need to take into account to ensure a smooth transition, and what does the digital transition actually look like?
The promise and power of design research is beginning to take hold in the Government of Canada. Extending far beyond sticky notes and fun design-jams, the value is in creating nuanced and inclusive government services that work for people. This talk focuses on going the distance for the people we serve by keeping in mind that our ability to create change depends on how well we craft our processes and how far we push existing conditions.
Everybody seems to agree that service design can create more meaningful, joined-up and human-centred public services. But what kinds of value does service design ultimately bring to governments – and society?
Willem Pieterson is a senior level researcher / consultant with extensive (project) management experience in the areas of (multi-channel) service delivery, organizational development and digitalisation. Willem was the conference host for the entire conference.
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