The Journey to the Interface

The Journey to the Interface – how public service design can connect users to reform

July 2006

The service economy now accounts for 72% of GDP. But the expansion of the service sector has not heralded a service revolution. Too often people's experiences of services are alienating and frustrating – both in the public and private sectors.

PricewaterhouseCoopers has sponsored and participated in work by Demos, a think-tank, to look at how the emerging discipline of 'service design' could help. The Journey to the Interface makes the case for a fresh approach to public sector reform – about how to close the gap between what people want and need and what service organisations actually do.

PricewaterhouseCoopers' Government & Public Sector team has a proven capability and track-record in assisting clients to understand consumers' experience of public services. By generating customer insights to put the citizen at the centre of service delivery we can assist in developing effective policies that drive improved outcomes and work with clients to design better service delivery.

Download The Journey to the Interface from Demos' web site.