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Wayback Machine

Action 10: Service design and delivery capability

Strengthen digital service design & delivery capabilities

The Digital Transformation team is working with agencies on Result 10 - making New Zealanders’ transactions with government easier in a digital environment.  Action 10 is one of the ten Actions in the Result 10 Blueprint (PDF 5.9 MB).

Action 10 is about designing better services, and identifying and building the right skills in our teams to do this. 

Tools to help us work differently

The R10 Capability Framework

This framework describes the skills and behaviours we need in our teams, to deliver services that are digital by choice, design and default.  You can read this online in HTML form or download the Capability Framework (PDF 343kb).

We understand that agencies already have their own capability frameworks so we selected capabilities that support Result 10’s vision, but are unlikely to duplicate what’s in existing frameworks.  We’d like this Framework to influence agencies’ strategic thinking about preparing their future workforce.

Service design guidelines

These best practice guidelines are for designing services for our customers, especially in digital channels. The guidelines support the R10 Capability Framework by providing agencies with guidance on how to use service design and customer-centred approaches to design better government services.

Building service design

We’re helping grow the government service design community, including building and sharing skills, knowledge and tools.  We host Design Intensives in April and October each year to build awareness of service design and its value in government.  We also facilitate Kiwi Gov Jam events twice a year.  These are immersive events where we use design tools and techniques to solve complex problems. 

Working together on this action

All of the Result 10 agencies worked together on the Capability Framework.  We have a group of agency representatives called the service design reference group steering the development of the service design guidelines.  This group also supports our design events.  The reference group includes all of the Result 10 agencies, some design consultancies, and:

  • Accident Compensation Corporation
  • Department of Corrections
  • Housing New Zealand
  • Ministry of Justice
  • Ministry for Primary Industries
  • New Zealand Post
  • New Zealand Qualifications Authority
  • New Zealand Trade & Enterprise
  • State Services Commission
  • Statistics New Zealand

Next steps

We’re holding workshops with government agencies in February 2015 to develop the content for the service design guidelines.  We’re planning to have draft principles for the guidelines available online in March 2015.

Related information

What we can learn from the Design Intensive – a blog post on the Web Toolkit.

Page last updated: 24/03/2015