2024 BA 峰会第一天：服务设计师与.pdf

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1、12thAnnual Business Architecture Innovation SummitSuperpower of Service Designer and Business Architect Co-creation1:00 pm 19thMarch 2024Author:Helen Spires,Lead Service DesignerRich Beeston,CBA UK Department for Work and PensionsDate:March 2024Version:Draft V0.42Department for Work&PensionsHelen&Ri

2、ch have diverse work backgroundsRich BeestonRich has worked for the UK Government for 31 years in a wide variety of roles from L&D,Instructions,Operating Models,IT Design&Delivery to Business Analysis.He has nearly 5 years Business Architecture experience,joining the Government Reference Model(GRM)g

3、roup in Sept 2020.Helen studied Architecture(Built environment)and gained her Masters of Research from The Royal College of Art.She worked in several design agencies,before moving into Public Sector design 10 years ago,working both within UK Central Government and National Health Service(NHS).Shes w

4、orked on several large service challenges,such as,inequitable barriers to Primary Care,EU reciprocal health agreements after Brexit and the early response to COVID.She joined DWP in 2021.Helen SpiresHS RB3Department for Work&PensionsThe UK Department for Work and Pensions is complexDWP PurposeThe De

5、partment for Work and Pensions(DWP)is a United Kingdom government department responsible for welfare,pensions and child maintenance policy.As the UKs biggest public service department,it:1.Administers the State Pension and a range of working age,disability and ill health benefits to around 20 millio

6、n claimants 2.80,000 employees3.Annual expenditure of 187bn($238bn)4.Over 1000 locations.Organisational issues:a)Complex disjoined customer journeysb)Confused and frustrated customersc)Low customer trustd)Poor colleague experiencese)Poor benefit take up(underpayments)f)High levels of customer debt(o