service design & change management: the experience in the citizen service office of sant quirze...

@SDinGOV #SDinGOV @ajsantquirze @wequestion

E X P E R I E N C E S I N T H E C I T I Z E N S E R V I C E O F F I C E I N S A N T Q U I R Z E D E L VA L L È S

S E R V I C E D E S I G N & C H A N G E M A N A G E M E N T


C R O W D E D S TA G E …

Gemma Marmol Head of Citizen

Communication & Service Sant Quirze del Vallès Council

Itziar Pobes Project Brain

We Question Our Project

Marc Garcia Professional Questioner

We Question Our Project


S A N T Q U I R Z E D E L VA L L È S2 0 . 0 0 0 I N H A B I TA N T S



B E S I D E A U N I V E R S I T Y C A M P U S A N D A N A R E A O F T E C H B U S I N E S S E S

L E S S T H A N 3 0 K M A W A Y F R O M B A R C E L O N A

Sant Quirze del Vallès

@SDinGOV #SDinGOV @ajsantquirze @wequestion H E AV Y U S E O F D I G I TA LE D U C A T E D W E A LT H Y P O P U L A T I O N



3 2 5 P R O C E D U R E SC O U N C I L W I T H P O W E R O V E R A L L L O C A L P U B L I C S E R V I C E S

A N D N O I N N O VAT I O N

U N I T !



Great! Much quicker than paperwork!

Thanks

Our story begins 5 years ago…

As usual, some cars with all 4 wheels on the sidewalk

We have alerted the

police and they say they’ll deal

with it

They block sidewalks and

parking entrances


1 2 % O F I N H A B I TA N T S F O L L O W U S

O N F B


M A K I N G FA C E - T O - FA C E A G I L EM E R G I N G T H E C O M M U N I C A T I O N U N I T W I T H T H E C I T I Z E N S E R V I C E O F F I C E



A S A N E N G I N E F O R T H E S T R AT E G I C C H A N G E A C R O S S

S TA R T I N G B Y C H A N G I N G T H E P H Y S I C A L S PA C E


Ta k e a w a y t h e c h a n c e o f b e i n g c o n f o r t a b l e i n

d i s c o m f o r t


B U T O N LY A S S O U R C E S F O R D I A G N O S I N G P R O B L E M S

W O R K E R S W E R E C O N S U LT E D …


@SDinGOV #SDinGOV @ajsantquirze @wequestion @SDinGOV #SDinGOV @ajsantquirze @wequestion

Service desks with no privacy

Small waiting

area

High pressure for

workers

Difficulties in way-finding

No eye-contact

between agents and doormen


S PA C E - C E N T R E DS E V E R A L A T T E M P T S T O I M P R O V E T H E O F F I C E B Y A N A R C H I T E C T U R A L F I R M



2 ’

What could be the contribution of service

design in a similar case?


U N D E R S TA N D S E R V I C EA F R A M E W O R K T O



A S C O - C R E AT O R S O F S O L U T I O N SU S E R S A N D F R O N T- L I N E W O R K E R S



T E S T I N G & I T E R AT I N G E A S I LYP R O T O T Y P E S F O R


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F R O M D R A G G Y T O P L AY F U LT E A M S P I R I T H A S C H A N G E D


“I want to spend a couple of hours with the Community Manager”



U S E D B Y T H E T E A M O N T H E I R O W NS E R V I C E D E S I G N T O O L S & M I N D S E T



T H E I R O W N S E C R E T W E A P O N SS O M E E V E N H A V E …


@SDinGOV #SDinGOV @ajsantquirze @wequestion A N D A L L O T H E R S N E E D T O F O L L O WFA C E - T O - FA C E C H A N N E L H A S I M P R O V E D


2 ’

What are your experiences with involving other

departments?


T H R O U G H B A S I C S D T R A I N I N GI N V O LV E A L L U N I T S R E L A T E D W I T H F I X I N G P R O C E D U R E S



P R O C E D U R E V S . S E R V I C E



B AT T L E S V S . W A R



U N L E S S I T ’ S U R G E N T & T H E R E ’ S A P U R P O S E

D O N ’ T I N V O LV E T H E M


@SDinGOV #SDinGOV @ajsantquirze @wequestion D O N E … ? O N G O I N G !



T H A N K S F O R L I S T E N I N G !

Gemma Marmol @nagemma

@ajsantquirze [email protected]

Itziar Pobes @wequestion

es.linkedin.com/in/itziarpobes

Marc Garcia @marculondio @wequestion

es.linkedin.com/in/marcgarciafortuny

service design & change management: the experience in the citizen service office of sant quirze...

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