Stefano Maffei, Beatrice Villari och Francesca Foglieni, Department of Design School of Design, Politecnico di Milano, Italien

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Embedding design capacity in public organistions: Evaluation by design for public service

Title: Embedding design capacity in public organistions: Evaluation by design for public service
Author: Stefano Maffei, Beatrice Villari, Francesca Foglieni
Affiliation: Department of Design, School of Design, Politecnico di Milano, Italy
DOI:  10.3384/svid.2000-964X.13141
First published: 2013-06
Year: 2013
Pages: 41-47
Number of pages: 7
Language: English

SVID, Swedish Industrial Design Foundation/Linköping University Electronic Press, Linköping University, Sweden

Publication type: Journal article
Journal: Swedish Design Research Journal
ISSN: 2000-964X

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The paper reflects about the need to introduce and develop approaches and tools for public services evaluation. Starting from the acknowledgment that investments in public services has dramatically increased over the last decade, we could state that they must also respond to new varieties of societal challenges and rising demands coming from service users. This pressure makes a strong push upon innovation considering that, if services must be designed to meet the complex needs of users, they also must reach a high rate of delivering cost efficiency.

This article proposes an approach based on qualitative and quantitative measurements throughout the whole service design process in which service evaluation may represent a tool for value creation and a driver for innovation in public sector.

Considering the emerging interest on evaluating design and innovation (OECD, 2010; European Commission, 2012) the authors try to explore existing evaluation methods for services in public sector, in order to define an evaluation framework that could support new innovation patterns.


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SVID, Stiftelsen Svensk Industridesign | Besök: Söder Mälarstrand 29, 3 tr | Post: Söder Mälarstrand 57, 118 25 Stockholm | info@svid.se I 08-406 84 40