Understanding your services is the first step towards improving or transforming them, as well as supporting a service-oriented approach to organisation design.
One of the key challenges organisations face is fully understanding their role as service providers. It can be difficult to know where to start or know how to build a shared understanding that captures the needs and context of how people use and interact with services.
Services as verbs, and not verbs
Louise Downe’s 2015 blog post for the Government Digital Service helpfully set out that good services are verbs:
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