New research report: Human-centricity in digital delivery – enhancing agile governance

I recently published a new report titled “Human-centricity in digital delivery – enhancing agile governance” which is based on interviews I conducted over the years with members of several different digital service teams in government.

These teams are set up to bring in new competencies and work practices into government to transform existing public services and internal processes on how to digitally transform the organization. Some of their work focuses on creating completely new platforms or services, and other work focuses on rethinking existing administrative routines and coaching public servants toward adopting new work practices. There is still work to do to understand whether these “imported” skills and competencies are sustainable beyond the one-time influx of skill application for a short amount of time.

In this current report, I focus especially on the role of service designers and their work practices. I highlight how they apply design thinking, but also other practices in order to address internal biases and hypotheses in the development of public services and instill a new on user needs instead of their own interpretation of policy.

The report includes a structured way of working in a human-centric way, and shows how service designers have done it in their organizations including examples and step-by-step advice.

How to cite the report:
Mergel, I. (2022). Human Centricity in Digital Delivery: Enhancing Agile Governance, IBM – The Center for the Business of Government, available online.

Published by Ines Mergel

I am Full Professor of Public Administration at the Department of Politics and Public Administration at University of Konstanz, Germany. Previously, I served as Assistant and then Associate Professor (with tenure) at the Maxwell School of Citizenship and Public Affairs, Syracuse University, NY. In my research, I focus on informal social networks in the public sector and the adoption and diffusion of digital service innovations in government organizations. I teach classes on social media management, digital government, innovation management and public management.

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