Dundee City Council are embarking on a channel shift programme of work which will focus on providing a better platform for citizen online through enhanced digital services and an online portal.
Before any council services can be put online, it is essential that all processes are reviewed, streamlined, enhanced and improved to remove inefficiencies, waste and reduce processing times for the benefit of all.
To help aid this process and ensure that the citizens get the most out of the channel shift programme, the first step is to review the Councils services and the processes behind them.
This sub-project, now know as the CLANS Project, will focus on using service design principles and methodologies to understand in detail:
- The services the Council provide
- What the citizens want from them
- How service design can be used to enhance these processes
- How we can use service design in the future to build new services
Dundee has recently been awarded the accolade of being a UNESCO City of Design, an achievement which Dundee is incredibly proud of and with new developments such as the V&A currently under construction and the internationally recognised Duncan of Jordanstone College of Art and Design, Dundee's design legacy is set to get stronger and stronger.
While this focus and development on traditional design is clear within Dundee, Dundee City Council are keen to look at design from a service perspective and tap into the City of Design around us. So far, we have had opportunities to dip our toes into service design thanks to the college of design and some local design companies, however we would currently be described as enthusiastic novices within the field of service design.
Dundee City Council through the CLANS Project is passionate about collaborating and working with European partners to understand and share best practice learnings in the use of design to develop and enhance public services, alongside how we can learn to embrace our communities further and empower them to become more engaged with the Council and the services we offer.
Dundee and Scotland have, in themselves, a strong and unique culture and outlook on what we do which will no doubt be quite different to other European countries and cities, a culture, outlook and enthusiasm we are very keen to share with anyone who wishes to partner with us through the CLANS Project.