Service design Strategy

Two sides of service design

Emily Tulloh – Futuregov

This is a post about what’s involved in doing service design and, taken at face value, it’s a pretty good one. But it also works as an extended metaphor for other kinds of change development, and for strategy in particular. Figuring it out and making it real are presented here as the fundamental stages of service design – but pretty much everything said about them works in terms of strategy too.

One version of that parallel is drawn within the post itself, with figuring it out equated to strategy and making it real equated to delivery. But it also works – and arguably works better – to see strategy as the parallel to the whole service design process: a strategy which does not take account of its own approach to delivery is one with a pretty important gap.1216ethn

One Team Government

Redefining success

Clare Moriarty

Successful strategy involves both the destination and the journey, and because of that (though not only that) successful strategy is inextricably linked with successful leadership. This text of a recent speech is not only a powerful account of one person’s development as a leader, but is also a manifesto for a kind of leadership which is very different from the norm of the civil service (which is the context for both Clare and her audience). Clare talks about conformity and rebellion – and about ‘tempered radicals’ who tread a fine line between the two. That’s a place occupied by strategists too: being as constructively disruptive as is humanly possible up to and beyond – but not too far beyond – the capacity of their organisation to manage change effectively.