Chapter 9

Moving from silos to integrated services – a case study of three live experiments

Authors: Svein Are Tjeldnes and Karin Eilertsen 

Abstract

This chapter provides an overview of a service design project carried out at UiT the Arctic University of Norway. The project was undertaken to increase the customer experience for students and staff by improving administrative services. Instead of a classical re-organizational approach, the project focused on reorganizing the way of working. The main body of the chapter discusses why the service design methodology was chosen to approach the problem and how the project was initiated. The chapter then presents three live experiments that were conducted as part of the project: developing a cross-organizational service-map, designing and running five service pilots and creating a model for service leadership. The chapter concludes by discussing the challenges and barriers faced during the project, unintended consequences, and key learning points.   

Authors

Svein Are Tjeldnes

Svein Are is a Lean manager, design thinker and experienced facilitator at UiT the Arctic University of Norway. Svein Are has a passion for sharing knowledge and experiences within continuous improvement and human centered approaches. He is co-creator of the video blog #bærekraftigfacilitation, an extensive online resource for facilitation. During the last 4 years, Svein Are has led a large scale design thinking project, designing interconnected services at UiT. 

Karin Eilertsen

Karin is a Lean and improvement specialist at UiT the Arctic University of Norway. As part of the Continuous improvement team, she facilitates improvement processes using various tools and techniques, as well as supports and mentors staff with their own projects. During the last four years, Karin has facilitated a large service design project by designing services for academic staff and students.