What is the Transformation Capability Framework?
21 May, 2025
Can Service Design Transform Public Sector Performance?
20 May, 20251-2 minutes
In this blog, you will learn:
- What service design is.
- How service design can transform performance in the public sector.
- Discover more about our interim recruitment services.
Smooth operating services are essential to the reputation of public sector services throughout the UK. However, with the needs and expectations of local communities constantly evolving, it can be tricky for local authorities and public sector organisations to continuously meet demand.
This means that effective service design is essential and can have a significant impact on public sector performance, whether it be across education, healthcare, housing or any other public sector service.
In our latest insights piece, we’re exploring what service design is and how it can transform performance across the public sector.
What is service design in the public sector?
Service design refers to a systemic approach used to improve public services and ensure that at the core of all decision-making, is the best interests of a local community and service users.
The user journey of someone experiencing a public sector service must be considered at all times in order to ensure that their needs are fulfilled.
Interim recruitment specialist, John Shorrock, says “Efficient service design ensures that approaches are end-to-end, delivering value and making effective use of available resources.”
John continues, “Public services must be accessible for all community members and responsive to change, which means public sector performance and reputation relies a lot on successful service design.”
Service design is also an effective measure for mitigating costly challenges that can occur during service delivery and building trust between local authorities and the communities they serve.
How can service design transform performance in the public sector?
There are a number of ways in which effective service design can transform public sector performance, including:
- Promoting continuous improvement.
- Encouraging innovation.
- Developing better outcomes.
- Improving reputation and user experience.
- Implementing end-to-end thinking.
Promoting continuous improvement
By continuously refining services to ensure they are delivering the highest quality of care, service design encourages data-driven and well researched improvements to service delivery.
Displaying a commitment to continuously bettering public sector service is crucial for earning and maintaining public trust. Continuous improvement can result in a faster response to changing service demands and a service that evolves effectively with the community it serves. Services are often improved through thorough research and testing to ensure that decision-making and improvements are evidence based.
Encouraging innovation
To continuously meet the needs of service users, thinking outside of the box is a beneficial way to explore new ideas and enhance service delivery. Should a local authority or public sector organisation be faced with a challenge, innovation invites fresh ideas to overcome such obstacles and improve performance.
For example, if a local authority wishes to digitise its existing paper documents, innovative service design might be used to completely overhaul an organisation's process, rather than just digitising what already exists. In turn, this may speed up and streamline existing processes.
To adopt innovation, employers can encourage staff to think about service requirements from a user’s perspective. This way, they are able to uncover new ways of thinking to ensure service delivery is optimised.
Developing better outcomes
Service design can transform public sector performance by ensuring there are fewer challenges encountered, improved public trust and an increased use of these services, all of which develop better outcomes for service users.
By focusing on the real needs of local communities, services should be accessible and inclusive for all. For example, healthcare services must be easy to access for the older generation who may not be able to operate the technological advancements seen in recent years. By considering the needs of all service users, a greater level of satisfaction can be achieved and the more likely community members are to reach their desired outcome.
Improving reputation and user experience
The creation of responsive services that adapt to the demands of users, helps to boost public confidence in local and national government and enhance public sector performance.
A local authority with a credible reputation is more likely to receive positive engagement from community members which can improve service uptake, enhance employee job satisfaction and mitigate friction between service providers and the public.
Implementing end-to-end thinking
Effective service design must account for a service user's experience from their first interaction with a service, to the desired result of engaging with that service. Service design can improve public sector performance by identifying gaps and streamlining processes to ensure that standards remain high throughout interaction with a service.
Ensuring consistency across public sector organisations and local authorities requires end-to-end thinking and delivers optimal results for users and the public sector.
When service delivery is smooth from start to finish, this reflects positively on a public sector organisation, enhancing their reputation and building public trust.
Interim recruitment services
As interim recruitment specialists, we support local authorities nationwide with their temporary and interim recruitment needs.
We operate across a number of specialisms including Health & Social Care, Nursing, IT and Corporate Functions.
If you’re struggling to fill a vacancy, why not get in touch with Lead Consultant, John Shorrock on 01772 954200 to see how we can help?
Interim jobs
If you’re searching for your next interim job, why not take a look at the latest vacancies, or simply upload your CV to be notified when a relevant position becomes available.
Who is Spencer Clarke Group?
Established in 2017, we’re an award winning and progressive recruitment agency based in the heart of the North West. Our reputation is built on trust, expertise and an unwavering commitment to exceed expectations.
In 2024, we were named Recruitment Agency of the Year at the prestigious Recruiter Awards, an accolade we are extremely proud of.
We operate in two sectors:
In eleven specialisms:
Healthcare, Social Care & Nursing
Corporate Functions & Business Support
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