Service Design and Process Mapping in Local Government

This document is a guide focused on service design and process mapping within local government contexts. It outlines the Engage Process, which aims to improve customer service and facilitate service redesign through a structured approach. The guide details the importance of process improvement, emphasizing the need for a single platform that allows for mapping, discussion, and feedback. It presents methodologies for engaging employees in the redesign process and highlights the significance of continuous improvement in service delivery. The document also discusses the Target Operating Model and its role in aligning service design with corporate principles and strategic goals. Additionally, it addresses the challenges faced in implementing these processes, including resource constraints and the necessity for collaboration among stakeholders. The guide concludes with next steps for socializing service design principles and fostering partnerships to enhance service delivery.