Improving Planning and Management of Public Service Design Projects: Types of Problems and Differences Perceived by Designers; [공공서비스디자인 프로젝트 계획 수립 및 운영에 대한 개선 방안 연구: 디자이너가 인식하는 문제 유형 및 차이를 중심으로]

초록

Background Governments and public organizations are emphasizing the importance of collaboration with citizens in the public sector and are trying to improve the quality of public services provided to the public through service design. As a result, public service design is in steady demand to deliver customized public services. Now is the time for a review of the project planning and operation process, including the domestic public service design policy planning and operation process as well as public service design policy planning and the operation process in South Korea. In order to explore the planning and operation process of public service design projects in depth, this study examines the problems in the planning and operation process of public service design projects from the perspective of experienced service designers who have experience in project implementation. Methods In order to investigate the types of problems that designers perceive in the process of planning and operating public service design projects, 24 service designers and experience designers with experience in project implementation were surveyed. A Q-sample was selected based on the statements extracted from preliminary in-depth interviews, Q-classification was conducted on 24 P-samples, and the main types of problems commonly supported by the group were analyzed by Ken Q-Analysis through principal component analysis. Results Five types of problems perceived by designers in the process of planning and operating public service design projects were identified. The problem types were named as ‘perceived need for high public service capacity of policy providers’, ‘perceived need to select the best service for the project type’, ‘perceived need to set a clear project purpose’, ‘perceived need for flexible thinking and attitude of policy providers’, and ‘perceived need to set a budget suitable for service design characteristics’. The designers identified the causes of these problems as low public service capabilities of policy providers, inappropriate selection of service providers, unclear project objectives, passive work attitudes of policy providers, and budgeting that does not consider service design characteristics. Conclusions Based on the types of problems perceived by designers and the characteristics of each type, suggestions on how to improve the planning and operation of public service design projects are presented in a diagram in line with the policy planning stage. These findings can be used as a basis for improving the planning and operation of public service design projects in the future. Copyright: This is an Open Access article distributed under the terms of the Creative Commons Attribution NonCommercial License (http://creativecommons.org/licenses/by-nc/3.0/), which permits unrestricted educational and non-commercial use, provided the original work is properly cited.

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