Service design

Defining services

Kate Tarling and Matti Keltanen – Services and service organisations

The question of what a service is is both eminently straightforward and impossibly difficult to answer. This post does a great job of demonstrating the straightforwardness, in five pithy elements of a definition, but in fleshing out each of the five points, it also demonstrates the impossibility.

The problem is not that the definition being put forward is wrong or unhelpful. Quite the contrary. It is that drawing the boundaries of a service requires huge understanding, empathy and insight – and even then is unavoidably a matter of judgement rather than the consequence of the precise application of rules. It needs to be big enough to be clearly about satisfying a need rather than conducting a transaction; it needs to be small enough for it to be practically and organisationally possible to make it better. It needs to be sufficiently self-contained to be addressed as a single challenge, and sufficiently broadly based to avoid the construction or reinforcement of silos and the associated inefficiency of duplication. And across all of that – and more – we also need to be clear about the role of government and about whether that role is inherent or arbitrary. Back in the primordial dawn of digital government, a decision was made not to offer a government change of address service – on the grounds that when people move it’s never just government they need to notify, and that in any case the real service was something closer to ‘moving home’. And for that, government is not the service provider – but then nobody else is either. Perhaps we are driven to the slightly uncomforable conclusion that even with all possible understading, empathy and insight, a service is still defined, at least in part, by what a service provider says it is.