Outside-in view 11 Outside-in view CONCEPT 4 How it works the concept
{"Image DocumentName": "Outside-in view 11 Outside-in view CONCEPT 4 How it works the concept", "Image ImageDescription": "Outside-in view is a public sector customer service program. It is comprised of a number of initiatives designed to improve service to Australian businesses by helping public servants and businesses understand what its like to be in one another\u2019s shoes \u2013 to build empathy between them. Putting themselves in the shoes of the businesses they serve helps public servants provide better service. For example, they better understand what a 30 day wait for what a business might feel should only take a few minutes feels like, and getting a better sense of what it feels like to have to wait on regulatory approval or to wade through government red tape. Similarly, businesses will better understand the environment in which public servants operate, and how what may appear to be tricks of procedure or unresponsiveness may actually serve an important purpose. This way, Outside-in makes a significant contribution to ending the \u2018mutual misunderstandings\u2019 that affect business government interactions. How it works. Outside-in sets out a roadmap to support businesses and public servants to develop understanding of each other. It recommends simple and accessible messages about the user and their needs, use of technology (e.g. videoconferences to link states and clients and officers), crowd/peer-to-peer training and sharing of tools. In particular, Outside-in recommends targeted design jams (events where representatives of business and public servants network and co-design customer service improvement programs and ideas) Other suggestions for outside-in from the co-design workshop. Outside-in should include engagement systems and collaboration, better sharing of client experiences, protocols for collaborating between agencies and engaging departments early, and principles/frameworks to reinforce the outside-in perspective. Empathetic business. seeks information or. services but understands. the constraints public servants face. Outside-in view. Customer service program. Using supporting technology. Design jams. Accessible messaging. Crowd/ peer to peer training. SUPPLY. DEMAND. Empathetic public servants able to provide better service that meets the needs of businesses. 11.", "Image XResolution": "37", "Image YResolution": "37", "Image ResolutionUnit": "Pixels/Centimeter", "Image Software": "SlidePlayer", "Image YCbCrPositioning": "Centered"}