Designing Better Public Services
This resource introduces the "Layer Cake" approach, a framework for driving behavior change in government systems and public services by addressing all layers of service delivery, from frontline staff to policymakers, with an emphasis on human-centered design and civic participation.
The document explains the Public Policy Lab’s (PPL) “Layer Cake” approach, which identifies different layers within government systems where designers can intervene to improve service delivery.
The framework emphasizes the importance of working with all levels of stakeholders—public service users, frontline staff, service managers, and policymakers—to create holistic tools and services. It focuses on incorporating the voices of the public into decision-making, fostering collaboration across agencies, and designing services that prioritize the needs of historically marginalized populations.
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