Director, Client Service
Legal Aid NSW
How government organisations have historically structured themselves and their teams is hampering customer-centricity. Service design is not about structuring to suit ‘ourselves’, but to suit the customer and bring the perspective of the customer. This is especially true for government bureaucracies that often operate along the lines of big functional silos.With reference to some work at Legal Aid NSW, Jane will discuss how to find new, flexible ways of organising internal teams so that organisations have the right people and perspectives to design and deliver for customers.