Public Services by Design
Transforming services through expert mentoring
藉由專家輔導的改造服務
About Public Services by Design
關於設計的公眾服務
The Design Council has over 65 years experience in using design to better society and the economy. We run a successful mentoring and coaching programme for public sector professionals, enabling them to innovate and deliver customer focused services.
英國設計協會運用設計以改善社會和經濟已超過65年的經驗,我們為公部門的專業人事運作成功的顧問指導和共伴計劃使他們能夠為顧客提供創新和專注的服務
Increasing customer demands and severe cut backs in funding and resources is placing immense pressure on the public sector. We need to look at new ways to solve complex service issues by thinking differently.
Public Services by Design uses experienced design mentors to transfer valuable skills, bring fresh insight and draw upon a collection of design tools to challenge thinking, provide direction and find new ways to tackle current problems.
日以繼增的客戶需求和供應削減的預算資金為公部門帶來極大的壓力，我們必須以不同思維，關注新的方式以解決複雜的服務議題。設計協會的公眾服務使用具經驗的設計輔導以轉換有價值的技巧帶來清新的識見並藉由設計工具的結集挑戰思想，提供方向和發現新的方式以應付現行問題
This programme is supported by the Department for Business, Innovation and Skills.
這計畫也獲得商業，創新和技術等部門的支持
The benefits 利益
— Meet customer expectations - design techniques play a critical role in identifying people‟s needs and understanding their behaviour. This programme will help you gain crucial insights into your customers so you can deliver services more effectively.
迎合顧客的期望 – 設計技術在辨識人們的需求並了解他們的行為扮演一關鍵角色，這個計畫會幫助你獲得對客戶關鍵性的洞察力，所以你會更有效率傳遞服務。
— Manage risk - rarely do people get something right the first time. It‟s best to test out new ideas on a small scale to ensure you allocate money effectively. Design techniques will help you to test and refine ideas quickly and cheaply before large scale investment is made.
危險管理 —確使人們在初次就將事情做好。在小範圍試行運作以更有效分配經費。設計技術將幫助你很快的測試並快速提升思想力使大型的投資決策決定前更具經濟效應
Achieve value for money and efficiency - design research methods reveal inefficiencies and barriers to service use, helping to target resources in the most efficient way. At the heart of this is about making services more attractive to the people that use them, as well as achieving better value for money for the taxpayer. It is estimated that for every £1 spent through this programme, £26 has been saved.
經費成就價值和效益 — 當設計方法對服務使用上顯示無效率和阻礙，幫助目的資源以最有效率的方式使用，就如善用納稅人的資金使其更具價值性。藉由這樣的計畫估計每花一英鎊的金錢可節省26英鎊的效益。
In addition, by going through the programme you will also get the opportunity to:
— share best practice and experiences with your Public Services by Design cohort
— be seen as an exemplar in public sector innovation
— be featured as a best practice story in Design Council media communications
除此之外，藉由計畫的運作，你也可獲得以下的機會
藉由你設計同伴的公共服務分享最好的練習和經驗
— 在公眾部門的創新如同典範被看見
— 在設計協會的媒體通訊中做最佳的示範號召劇作
Ww w.designcouncil.org.uk/publicsector
How it works
“The Design Council has definitely given us the confidence to know how to use design tools ourselves internally, but also how we would go about procuring and getting the services of design experts to work with us.” Zoe Campbell, North East Improvement and Efficiency Partnership
設計協會很明確的給我們證據去了解我們如何使用自己內部的設計工具，且也將如何去實現和獲得設計專家的服務以與我們共事。東北進步和效率的夥伴”若依 康貝爾” 如是說
Public Services by Design will build your knowledge, skills and confidence so you can deliver projects that will transform your service. Practical experience based learning will equip you with the tools needed to deliver change.
設計的公眾服務將建構你的知識，技巧和自信以使你可以實踐計畫以轉換你的服務。實際的經驗基礎學習將使你更有能力去應付變化
You'll be assigned a Design Associate who show you how a design-led approach will help you deliver more efficiently and effectively on current projects. They'll work with you for the duration of your project. You‟ll learn how to frame problems and manage issues, identify opportunities and lead your own design projects through practical experiences.
設計協會將分派一位能告訴你如何以設計為主導的方法幫助您提供更有效率和更有效地應對當前的項目。在你的計畫期間他們將與您共事。你將學習如何架構問題和管理議題，辨識機會及藉由練習經驗引領自己的設計計劃。
Who are the Design Associates? Our Design Associates are some of the best design managers in the UK and have led innovative projects with companies such as Virgin Atlantic, Habitat, Marks & Spencer, The Science Museum, Tate Galleries, Motorola and Sainsbury‟s. They‟ve also been helping public sector clients such as homelessness services, young offender institutions, children‟s services, place based projects and local authorities to drive forward service improvements.
設計協會是什麼樣的機構？我們在英國的設計顧問是一些最好的設計經理，並與企業領導的創新項目，如維京航空，Habitat(英國家俬)，瑪莎百貨，科學博物館，泰特畫廊，摩托羅拉和桑斯伯里(英國零售)。他們也已幫助公共部門的客戶服務，如無家可歸者，青少年罪犯院所，而兒童服務，機構基礎設置計畫和地方當局來推動改善服務。
The Team
Public Services by Design cuts through service silos and hierarchies within organisations, from Heads of Service to frontline staff, enabling the whole project team to develop new skills, improve performance and learn new techniques and tools to approach service improvement.
設計協會的公共服務阻斷服務庫資及組織的等級限制，從服務中心主任到前線服務人員，促使整個計畫團隊開發新技術，提高性能和學習新技術和工具，以改善服務的方法。
All applications need to be supported by a core team of a Project Manager and Project Sponsor.
The Project Manager will work with our Design Associates and be responsible for shaping the project and keeping the team motivated throughout the process. It is expected that they will be able to make key decisions, including final sign off and responsibility for budgets. The Project Sponsor is normally at Chief Executive or Head of Service level of seniority. Their sponsorship and support of the project is essential to enable transformation to take place.
所有的申請需要由一組計畫經理和計畫贊助商核心團隊支持。
計畫經理將與我們的設計顧問合作，並負責型塑工程，激勵團隊以保持整個計劃過程運作。預計，他們將能夠作出關鍵重大決定，包括最後簽署和預算責任。計畫倡議者通常是項目承辦單位一般為管理長官或主管資歷級的服務水平。他們的贊助和支持是使轉變發生必不可少的項目。
The process from start to finish
Design mentoring takes place over a period of six to ten months.
設計指導進程需超過六至十個月的醞釀過程。
A Project Manager from your organisation will be needed to commit to at least eight sessions during this time to oversee the delivery of tangible design projects, with other members of your team, key internal stakeholders and suppliers being engaged in workshops, with the Design Associate and with the final design project where appropriate. Your appointed Project Manager will be responsible for shaping the project and keeping the team motivated throughout the process. It is expected that they will be able to make key decisions, and take responsibility for budgets and final sign off.
您組織的計畫經理由將需要承諾在此期間至少八節監督交付有形設計項目，並與其他成員的團隊，主要是內部利益相關者和供應商參與研討會，並與設計協會與適當情況下最終的設計方案。您指定的計畫經理將負責該項目形成和保持團隊激勵整個過程。預計，他們將能夠作出重大決定，並承擔責任的預算和最後簽字。
You will need to appoint a Project Sponsor to commit at least three days over the same period to be accountable for the progress of the project. A Project Sponsor is often a Chief Executive or Head of Service. Their sponsorship and support of the project is important to enable possible transformation to take place.
您將需要指定一名項目贊助商承諾至少三天在同一期間，負責對計劃進展情況。一項計劃倡議者通常是行政長官或服務主管。他們的贊助和支持是非常重要的項目，使可能發生轉變。
Ongoing mentoring support 顧問支援進程
Procure Creative resources 獲得創作資源
Identify challenges 辨識挑戰
Align team 集結團隊
Frame opportunities 架構機會
Get it done 完成計畫
Throughout the process and once it is finished, you will get the opportunity to network with your cohort, sharing best practice and experiences. This Alumni group will also give you access to designers and Design Associates that have worked on Public Services by Design.
整個過程期間中及一旦完成，你將有機會獲得在您的網絡中分享最佳做法和經驗。這個實作學習體組也將給您進入訪問設計師群及參予公共服務的設計聯會。
參考資料：
20110318 Aircafe Break
20110331Ａircafe Break (please start at 8min）
Transforming services through expert mentoring
藉由專家輔導的改造服務
About Public Services by Design
關於設計的公眾服務
The Design Council has over 65 years experience in using design to better society and the economy. We run a successful mentoring and coaching programme for public sector professionals, enabling them to innovate and deliver customer focused services.
英國設計協會運用設計以改善社會和經濟已超過65年的經驗,我們為公部門的專業人事運作成功的顧問指導和共伴計劃使他們能夠為顧客提供創新和專注的服務
Increasing customer demands and severe cut backs in funding and resources is placing immense pressure on the public sector. We need to look at new ways to solve complex service issues by thinking differently.
Public Services by Design uses experienced design mentors to transfer valuable skills, bring fresh insight and draw upon a collection of design tools to challenge thinking, provide direction and find new ways to tackle current problems.
日以繼增的客戶需求和供應削減的預算資金為公部門帶來極大的壓力，我們必須以不同思維，關注新的方式以解決複雜的服務議題。設計協會的公眾服務使用具經驗的設計輔導以轉換有價值的技巧帶來清新的識見並藉由設計工具的結集挑戰思想，提供方向和發現新的方式以應付現行問題
This programme is supported by the Department for Business, Innovation and Skills.
這計畫也獲得商業，創新和技術等部門的支持
The benefits 利益
— Meet customer expectations - design techniques play a critical role in identifying people‟s needs and understanding their behaviour. This programme will help you gain crucial insights into your customers so you can deliver services more effectively.
迎合顧客的期望 – 設計技術在辨識人們的需求並了解他們的行為扮演一關鍵角色，這個計畫會幫助你獲得對客戶關鍵性的洞察力，所以你會更有效率傳遞服務。
— Manage risk - rarely do people get something right the first time. It‟s best to test out new ideas on a small scale to ensure you allocate money effectively. Design techniques will help you to test and refine ideas quickly and cheaply before large scale investment is made.
危險管理 —確使人們在初次就將事情做好。在小範圍試行運作以更有效分配經費。設計技術將幫助你很快的測試並快速提升思想力使大型的投資決策決定前更具經濟效應
Achieve value for money and efficiency - design research methods reveal inefficiencies and barriers to service use, helping to target resources in the most efficient way. At the heart of this is about making services more attractive to the people that use them, as well as achieving better value for money for the taxpayer. It is estimated that for every £1 spent through this programme, £26 has been saved.
經費成就價值和效益 — 當設計方法對服務使用上顯示無效率和阻礙，幫助目的資源以最有效率的方式使用，就如善用納稅人的資金使其更具價值性。藉由這樣的計畫估計每花一英鎊的金錢可節省26英鎊的效益。
In addition, by going through the programme you will also get the opportunity to:
— share best practice and experiences with your Public Services by Design cohort
— be seen as an exemplar in public sector innovation
— be featured as a best practice story in Design Council media communications
除此之外，藉由計畫的運作，你也可獲得以下的機會
藉由你設計同伴的公共服務分享最好的練習和經驗
— 在公眾部門的創新如同典範被看見
— 在設計協會的媒體通訊中做最佳的示範號召劇作
Ww w.designcouncil.org.uk/publicsector
How it works
“The Design Council has definitely given us the confidence to know how to use design tools ourselves internally, but also how we would go about procuring and getting the services of design experts to work with us.” Zoe Campbell, North East Improvement and Efficiency Partnership
設計協會很明確的給我們證據去了解我們如何使用自己內部的設計工具，且也將如何去實現和獲得設計專家的服務以與我們共事。東北進步和效率的夥伴”若依 康貝爾” 如是說
Public Services by Design will build your knowledge, skills and confidence so you can deliver projects that will transform your service. Practical experience based learning will equip you with the tools needed to deliver change.
設計的公眾服務將建構你的知識，技巧和自信以使你可以實踐計畫以轉換你的服務。實際的經驗基礎學習將使你更有能力去應付變化
You'll be assigned a Design Associate who show you how a design-led approach will help you deliver more efficiently and effectively on current projects. They'll work with you for the duration of your project. You‟ll learn how to frame problems and manage issues, identify opportunities and lead your own design projects through practical experiences.
設計協會將分派一位能告訴你如何以設計為主導的方法幫助您提供更有效率和更有效地應對當前的項目。在你的計畫期間他們將與您共事。你將學習如何架構問題和管理議題，辨識機會及藉由練習經驗引領自己的設計計劃。
Who are the Design Associates? Our Design Associates are some of the best design managers in the UK and have led innovative projects with companies such as Virgin Atlantic, Habitat, Marks & Spencer, The Science Museum, Tate Galleries, Motorola and Sainsbury‟s. They‟ve also been helping public sector clients such as homelessness services, young offender institutions, children‟s services, place based projects and local authorities to drive forward service improvements.
設計協會是什麼樣的機構？我們在英國的設計顧問是一些最好的設計經理，並與企業領導的創新項目，如維京航空，Habitat(英國家俬)，瑪莎百貨，科學博物館，泰特畫廊，摩托羅拉和桑斯伯里(英國零售)。他們也已幫助公共部門的客戶服務，如無家可歸者，青少年罪犯院所，而兒童服務，機構基礎設置計畫和地方當局來推動改善服務。
The Team
Public Services by Design cuts through service silos and hierarchies within organisations, from Heads of Service to frontline staff, enabling the whole project team to develop new skills, improve performance and learn new techniques and tools to approach service improvement.
設計協會的公共服務阻斷服務庫資及組織的等級限制，從服務中心主任到前線服務人員，促使整個計畫團隊開發新技術，提高性能和學習新技術和工具，以改善服務的方法。
All applications need to be supported by a core team of a Project Manager and Project Sponsor.
The Project Manager will work with our Design Associates and be responsible for shaping the project and keeping the team motivated throughout the process. It is expected that they will be able to make key decisions, including final sign off and responsibility for budgets. The Project Sponsor is normally at Chief Executive or Head of Service level of seniority. Their sponsorship and support of the project is essential to enable transformation to take place.
所有的申請需要由一組計畫經理和計畫贊助商核心團隊支持。
計畫經理將與我們的設計顧問合作，並負責型塑工程，激勵團隊以保持整個計劃過程運作。預計，他們將能夠作出關鍵重大決定，包括最後簽署和預算責任。計畫倡議者通常是項目承辦單位一般為管理長官或主管資歷級的服務水平。他們的贊助和支持是使轉變發生必不可少的項目。
The process from start to finish
Design mentoring takes place over a period of six to ten months.
設計指導進程需超過六至十個月的醞釀過程。
A Project Manager from your organisation will be needed to commit to at least eight sessions during this time to oversee the delivery of tangible design projects, with other members of your team, key internal stakeholders and suppliers being engaged in workshops, with the Design Associate and with the final design project where appropriate. Your appointed Project Manager will be responsible for shaping the project and keeping the team motivated throughout the process. It is expected that they will be able to make key decisions, and take responsibility for budgets and final sign off.
您組織的計畫經理由將需要承諾在此期間至少八節監督交付有形設計項目，並與其他成員的團隊，主要是內部利益相關者和供應商參與研討會，並與設計協會與適當情況下最終的設計方案。您指定的計畫經理將負責該項目形成和保持團隊激勵整個過程。預計，他們將能夠作出重大決定，並承擔責任的預算和最後簽字。
You will need to appoint a Project Sponsor to commit at least three days over the same period to be accountable for the progress of the project. A Project Sponsor is often a Chief Executive or Head of Service. Their sponsorship and support of the project is important to enable possible transformation to take place.
您將需要指定一名項目贊助商承諾至少三天在同一期間，負責對計劃進展情況。一項計劃倡議者通常是行政長官或服務主管。他們的贊助和支持是非常重要的項目，使可能發生轉變。
Ongoing mentoring support 顧問支援進程
Procure Creative resources 獲得創作資源
Identify challenges 辨識挑戰
Align team 集結團隊
Frame opportunities 架構機會
Get it done 完成計畫
Throughout the process and once it is finished, you will get the opportunity to network with your cohort, sharing best practice and experiences. This Alumni group will also give you access to designers and Design Associates that have worked on Public Services by Design.
整個過程期間中及一旦完成，你將有機會獲得在您的網絡中分享最佳做法和經驗。這個實作學習體組也將給您進入訪問設計師群及參予公共服務的設計聯會。
參考資料：
20110318 Aircafe Break
20110331Ａircafe Break (please start at 8min）
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