治理中的同理心：以人为本的公共政策方法

The World Governments Summit is a global platform dedicated toshaping the future of governments worldwide. Each year, the Summitsets the agenda for the next generation of governments with a focuson how they can harness innovation and technology to solve universalchallenges facing humanity.The World Governments Summit is a knowledge exchange center atthe intersection of government, futurism, technology, and innovation.It functions as a thought leadership platform and networking hub forpolicymakers, experts and pioneers in human development.The Summit is a gateway to the future as it functions as the stage foranalysis of future trends, concerns, and opportunities facing humanity.It is also an arena to showcase innovations, best practice, and smartsolutions to inspire creativity to tackle these future challenges.To Inspireand EnableThe Next Generationof GovernmentsWorld Governments Summit2 Table of ContentsTransforming Policy Through DesignExtending Service Design Into Policy MakingCapturing The PotentialReferencesAbout The Authors / About Sia PartnersTaking The Best From Service DesignApplying Service Design At Four LevelsTopicsStepping Up From Labs Into Governments1.Policy Level2. Operational Capacity Level3. Service Delivery Level4. Evaluation Level 061032343516222324283030 TransformingPolicy ThroughDesignSection 1 Navigating Complexityin Contemporary PolicyMakingIn an era of rapidly advancing globalization,technology and shifting social landscapes,public policy and the governance mechanismsthat underpin societies are being challengedto evolve in the face of increasinglycomplex ecosystems. Policies traditionallydesigned around the capabilities of publicsector organisations are now being foundincreasingly ill-equipped to respond toemerging social and economic needs ofend-users. Advances in communication andthe resulting interconnectedness of nationshave created important opportunities forgovernments to learn from one anotherand to adapt strategies and innovationsdeveloped elsewhere [1]. However, this hasalso brought to the fore a host of additionalconsiderations for policy makers at all levelsof governance. For example, issues suchas social division, inequality and politicalinstability have become prominent in recentyears, especially where growing urbanizationhas expedited a strain on infrastructure,resources, and services in cities [2].Against this backdrop, policy makers needto keep improving on the quality, efficiency,and effectiveness of their decisions. Wehave reached a point where traditionalapproaches to policy making are no longersufficient and where instead, more holisticand forward-thinking perspectives arerequired to pragmatically handle the greatercomplexity and diverse stakeholder interestsin contemporary ecosystems [3]. Service DesignIs Inspiring NewOpportunitiesSystems thinking is integral to the waythat policy makers handle the complexityof dynamic systems [4]. More recently, theadoption of design thinking methodologieshas also gathered pace in policy circles,marking a shift in focus toward theimportance of end-user experience ratherthan organizational needs, particularlyin the design of new services [5]. As aconsequence, public sector organizationsare now investing more in user research,co-creation, and prototyping approachesto enhance the quality and accessibilityof services. This transformation has beenfacilitated by technological advancementsenabling data collection and analysis tosupport an evidence-based approach topolicy design.Service design is an approach that combinessystems thinking frameworks with theemphasis on user experience from designthinking. It provides organisations andpolicymakers with a systematic approachto improve service quality and the deliveryexperience itself, through better planningthe use of available resources. At its core, itis a multidisciplinary approach that strives toset policy priorities according to the needs,aspirations, and experiences of users. Servicedesign methodologies afford deep insightsinto end-user behaviours, preferences andpain points which can be translated directlyinto the design and prototyping of moreeffective services. It offers policy makers amore human-centred lens through whichto develop public policy in partnership withcitizens and stakeholders in order to addresscomplex policy needs in a more meaningfulway.8 For public sector organizations navigatingtheir way through an increasingly complexworld, service design offers a pathway forengaging citizens as active participantsand optimizing resource allocation whileleveraging technology for transformation.Expanding its application in policy makingrepresents an important opportunity tofacilitate a paradigm shift in the way that newpolicies are formulated and implementedto effectively tackle the dynamic andinterrelated complexity in our contemporaryworld.Korea Institute of Design Promotion collaboratedwith the Korean Ministry of the Interior andSafety for the Citizens Policy Design Pro