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Prof. Dr. Ines Mergel receives one of six research grants from the IBM Center for the Business of Government and will publish a report about human-centered design in digital service transformations:

Human-Centered Design in Digital Service Transformation by Ines Mergel, University of Konstanz, Germany

Digital service teams are bringing service designers into government to transform service delivery. These designers use human-centered design approaches to help public sector organizations refine strategies, rethink the nature of services, and most importantly reflect the way that citizens want to use a public service. The findings of this report will focus specifically on digital service delivery, with results that address principles, mindsets, techniques, and practices. The report will help public managers and civil servants who collaborate with external IT partners to build competences for cross-functional teams who redesign public services.