8–10 March 2017
15Hatfields, London, UK

Programme

Day 1 Wednesday 8th March

08:15

Conference Registration

09:15

Welcome to Service Design in Government 2017

15 minutes

09:30

Keynote

Scaling service design and the challenge of problem-caring

60 minutes

Louise Downe

Head of Design in the Government Digital Service

10:30

Tea / coffee break

11:00

Case Study 

What's stopping us all from making accessible services?

45 minutes

Alistair Duggin

Government Digital Service

switchover

Case Study 

Prototyping a whole street of support

60 minutes

John Delahunty

Innisfree Housing Association

Ajo Clua

Innovation Unit

switchover

Hands-On 

RIP+MIX tutorial

90 minutes

Hazel White

Open Change

Mike Press

Open Change

Tutorial 

The essentials of leadership for service design

90 minutes

Rebecca Kemp

Rebecca Industries Ltd

Ade Adewunmi

Government Digital Service

11:50

Case Study 

How we design content in government services

45 minutes

Simon Bramble

Department for Work and Pensions

12:35

lunch break

13:30

Case Study 

How value alignment mapping helped us introduce service design in Defra

45 minutes

Polly Jones

Environment Agency (Department for Environment, Food, & Rural Affairs)

Duncan Chevis

Department for Environment, Food, & Rural Affairs

switchover

Case Study 

How hard can it be? Breaking down silos to build reusable services for the 21st century

45 minutes

Terry Makewell

Office for National Statistics

Tom Scott

Office for National Statistics

switchover

Case Study 

Designing with and for people with learning disabilities

45 minutes

Jenni Parker

Freelance Consultant

Ali Fawkes

VoiceAbility

switchover

Hands-On 

Innovation through design, experimentation and creativity (i-dec)

150 minutes

Dr Christopher Farrington

Northern Ireland Innovation Lab

Sarah Wylie

Northern Ireland Innovation Lab

14:20

Tutorial 

A barrier-free digital service

45 minutes

Lore Hollevoet

Agency Informatie Vlaanderen

Saar Verhoogen

Agency Informatie Vlaanderen

Case Study 

Corporate governance as a service

45 minutes

Richard McLean

Food Standards Agency

15:05

Tea / coffee break

15:35

Tutorial 

Service design delivery: organisations, teams and topologies

60 minutes

Simon Bostock

Equal Experts through HMPO

Hands-On 

Harnessing user-centred approaches to deliver better public engagement

60 minutes

Elli Panagopoulos

Eclipse Experience

Emilie Glazer

Eclipse Experience

continued

Hands-On 

Innovation through design, experimentation and creativity (i-dec)

150 minutes

Dr Christopher Farrington

Northern Ireland Innovation Lab

Sarah Wylie

Northern Ireland Innovation Lab

16:35

Social evening

Social Evening

Service Design in Government Wednesday Social Evening visits the Tate Modern. Find out more here.

wednesday social evening

Day 2 Thursday 9th March

09:00

Conference Registration

09:30

10:30

Tea / coffee break

11:00

Case Study 

Designing realistic medicine

45 minutes

Mike Press

Open Change

Rodney Mountain MBChB FRCS ORL(Ed)

NHS Tayside / University of Dundee

switchover

Experience Report 

Competing with Google and Citymapper - making public transport easier by meeting user needs

45 minutes

Brian Austin

Transport for Greater Manchester

Carolyn Warburton

Valtech

switchover

Hands-On 

Sharing and anticipating failure: stories and tools

90 minutes

Marc K. Hébert

San Francisco Human Services Agency, Innovation Office

11:50

Case Study 

Embedding an experimentation culture inside the public administration

45 minutes

Paulo Malta

Cabinet of the Minister of the Presidency and Administrative Modernisation and LabX Leader

12:35

lunch break

13:30

Case Study 

Organic service design - SIDS experience

45 minutes

Genesia Pierre

Ministry of Public Administration and Communications

switchover

Case Study 

Starting at the start

45 minutes

Matt Harrington

Department of Health

switchover

Workshop 

The actual problems to be solved

90 minutes

Kate Tarling

Home Office

Ayesha Moarif

Home Office

Workshop 

Design by default: keeping humans in local government

90 minutes

Greg Winfield

London Borough of Waltham Forest

Stephanie Connelly

London Borough of Waltham Forest

Mia Peters

London Borough of Waltham Forest

14:20

Case Study 

Service design for the European Research Agenda

45 minutes

Martina Rossi

Politecnico di Milano - Department of Design - POLIMI DESIS Lab

15:05

Tea / coffee break

15:35

Case Study 

Better Endings: innovation in end of life care in Southwark and Lambeth

60 minutes

Dr Perrie Ballantyne

Innovation Unity

Dr Heather Richardson

St Christopher's Hospice

Julie Temperley

Innovation Unit

Session 

Quiet reflection session

60 minutes

Open to anyone

16:35

Lightning Talks

35 minutes

17:10

Social evening

Social Evening

Service Design in Government Thursday Social Evening. Find out more here.

thursday social evening

Day 3 Friday 10th March

08:45

Conference Registration

09:15

Keynote

The humans behind the numbers: using data to improve services and lives

60 minutes

Kit Collingwood Richardson

Department for Work and Pensions

10:15

Tea / coffee break

10:45

Case Study 

My Amsterdam

45 minutes

Peter Boersma

Freelance (City of Amsterdam)

switchover

Case Study 

The future of online consultations

45 minutes

Emma Parnell

Snook

Michelle Brook

The Democratic Society

switchover

Hands-On 

Service design therapy - with drawing!

90 minutes

Sarah Prag

Quotidian Consulting

11:35

Case Study 

City of service design

45 minutes

Hazel White

Open Change

Steven Kyle

Dundee City Council

12:20

lunch break

13:20

Case Study 

Adventures in policy land

60 minutes

Sophie Dennis

Director & Co-Founder, Cayenne

Tutorial 

Notes from the kitchen table

60 minutes

Steve Lee

Innovation Unit

Workshop 

Pardon my French and mind your language!

60 minutes

Fan Sissoko

Rise Studio

Joseph Harrington

Half Full

14:20

Tea / coffee break

14:50

Endnote

What happened and what’s next

60 minutes

Caroline Jarrett

Effortmark

Sarah Drummond

Snook

15:50

Conference close

60 minutes

Case Study/Experience Report

A presentation and discussion of real-life (not theoretical) experiences of the application (or mis-application) of service design techniques. Case studies and experience reports include some discussion of lessons learned and an indication of how novel the work is.

Hands-On

Participants learn a new approach, tool or technology through using it to solve one or more practical exercises. Any software/hardware requirements are disclosed in the session description.

Tutorial

A session focused around some specific tool, technique or issue. Primarily led by the speaker, tutorials usually include some elements of interactivity or individual / group exercise.

Workshop

An in-depth working session on a specific topic. May include paper presentations.

Lightning Talks

Short talks (max 10 minutes) on almost any topic.