The use of service design approaches to the reform and delivery of public services

Thursday 16 May 2019


The use of service design approaches to the reform and delivery of public services has been gathering pace in recent years. It is argued to offer a route to truly put the citizen and public service user at the centre of public service design and reform, and to develop excellent public services in Scotland. This workshop is for policy makers and public service practitioners and managers in Scotland. It will bring together the lessons from theory, research and practice in Scotland to encourage participants to develop a realistic understanding of what service design is, what it can offer to citizens, service managers and policy makers – and also what its constraints and contingencies are. The presenters are all leading researchers and practitioners from across Scotland and Europe both in service design and in public services delivery and management. 

The workshop is part of a European Commission H2020 programme on co-creating value in public service delivery (Co-Val).


  • Christian Bason (Danish Design Center)
  • Miriam Craven (Scottish Social Security Agency)
  • Louise Downe (UK Cabinet Office)
  • Sarah Drummond (Snook Design Agency)
  • Annie Fowler (SCVO)
  • Anna Henderson (Scottish Government)
  • Karen Ozden (NHS Lothian)
  • Greta Nasi (Bocconi University)
  • Stephen Osborne (University of Edinburgh)
  • Madeline Powell (University of Sheffield)
  • Gerry Power (Health & Social Care Alliance)
  • Kirsty Strokosch (European Programme Co-Val)
  • William Voorberg (Erasmus University)

Places in the workshop are strictly limited and you must book your place. The cost of the workshop is £25 to cover refreshments. 

Please note that the facilities inside the Business School are all accessible. However the Business School is in the heart of Edinburgh and consequently the only parking available is public ‘on-street’ parking. We strongly recommend the use of public transport to attend the workshop.