Postgraduate Course: Designing and Delivering Public Services (fusion online) (EFIE11117)
Course Outline
| School | Edinburgh Futures Institute |
College | College of Arts, Humanities and Social Sciences |
| Credit level (Normal year taken) | SCQF Level 11 (Postgraduate) |
| Course type | Online Distance Learning |
Availability | Available to all students |
| SCQF Credits | 10 |
ECTS Credits | 5 |
| Summary | Public services not only comprise an important element of the economy of the developed and developing world, they are also essential for a vibrant economy and society. This course addresses the challenges of understanding, designing and managing public services 'as services' whilst also asking what distinctive challenges their 'public' nature present. |
| Course description |
This course draws upon service management, service design, and public management theory in interrogating the nature of public services and their management. It also draws upon other key disciplines such as social policy and sociology.
The course comprises three elements:
1) Pre-Intensive Period
This phase will be comprised of the following elements:
(i) Two pre-recorded lectures introducing the course, and introducing students to key concepts/themes: the role of the user in public service design and delivery and the concepts of co-production and co-design; ensuring equitable access to public services; how public services seek to add value to citizens' lives; and the key managerial roles within public service delivery and design.
(ii) Readings from selected academic papers/chapters as an introduction to public service management theory and service design;
(iii) Pre-recorded interviews with public service managers and public service designers;
(iv) An online synchronous seminar to engage in a focused discussion of the learning materials and to raise any initial questions about the course;
(v) A discussion board, facilitated by the course organiser will also be used for all students to contribute ideas and questions throughout the duration of the course.
2) Intensive Teaching Period
This will comprise of a mixture of seminar content, discussion and group activities, including sessions on the nature and challenges of public service design and delivery. The intensive component will have an inter-disciplinary focus, building on the pre-intensive to deepen understanding of the key concepts through application to case studies from practice.
Students will have the opportunity to explore service delivery, service management and service design through their application to current public service challenges. These activities will explore the service ecosystem that public services inhabit; how the monitoring and evaluation of services can lead to their re-design; and the balance of digital and in-person service delivery. Intensive course activities will link where possible to real world projects and if possible, the engagement work taking place within EFI via the Public Services Sector Engagement Lead.
3) Post-Intensive Period
This phase will be comprised of the following elements:
(i) Guided readings linked to the assignment;
(ii) An online seminar to discuss the post-intensive reading and assignment preparation;
(iii) Formative feedback on assignment plan.
The student experience will integrate personal learning objectives within a group environment. It will combine individual study together with tutor and practice inputs, group seminars, and an investigation of the processes of public service design and delivery. It will link the experiences of the student together with a theoretical framework to understand the ecosystem of public service design and delivery.
Edinburgh Futures Institute (EFI) - Online Fusion Course Delivery Information:
The Edinburgh Futures Institute will teach this course in a way that enables online and on-campus students to study together. This approach (our 'fusion' teaching model) offers students flexible and inclusive ways to study, and the ability to choose whether to be on-campus or online at the level of the individual course. It also opens up ways for diverse groups of students to study together regardless of geographical location. To enable this, the course will use technologies to record and live-stream student and staff participation during their teaching and learning activities. Students should note that their interactions may be recorded and live-streamed. There will, however, be options to control whether or not your video and audio are enabled.
As part of your course, you will need access to a personal computing device. Unless otherwise stated activities will be web browser based and as a minimum we recommend a device with a physical keyboard and screen that can access the internet.
As part of your course, you will need access to a personal computing device. Unless otherwise stated activities will be web browser based and as a minimum we recommend a device with a physical keyboard and screen that can access the internet.
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Entry Requirements (not applicable to Visiting Students)
| Pre-requisites |
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Co-requisites | |
| Prohibited Combinations | |
Other requirements | None |
Information for Visiting Students
| Pre-requisites | None |
| High Demand Course? |
Yes |
Course Delivery Information
| Not being delivered |
Learning Outcomes
On completion of this course, the student will be able to:
- Express a critical understanding of the practice and challenges of public service design and delivery and their location within a public service ecosystem.
- Demonstrate understanding of the key managerial roles, and the roles service users play in public service design and delivery.
- Critically evaluate the processes of public service design and delivery, including analysing equity of access to services.
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Reading List
Indicative Reading List:
Cui, T. & Aulton, K. (2023) Conceptualizing the elements of value in public services: insights from practitioners. Public management review. ahead-of-print (ahead-of-print), 1-23.
Dietrich, T., Trischler, J., Schuster, L. & Rundle-Thiele, S. (2017) Co-designing services with vulnerable consumers. Journal of Service Theory and Practice. 27 (3), 663-688.
Osborne, S.P. (2020a) Public Service Logic: Creating Value for Public Service Users, Citizens, and Society Through Public Service Delivery. First edition. Abingdon, Oxon; New York, NY, Routledge.
Trischler, J., Dietrich, T. & Rundle-Thiele, S. (2019) Co-design: from expert- to user-driven ideas in public service design. Public management review. 21 (11), 1595-1619. doi:10.1080/14719037.2019.1619810.
https://www.gov.scot/publications/the-scottish-approach-to-service-design/
https://www.gov.uk/guidance/government-design-principles
https://www.designcouncil.org.uk/our-resources/systemic-design-framework/
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Additional Information
| Graduate Attributes and Skills |
Students have the opportunity to develop a range of skills during the course in line with the Skills for Success Framework. Some examples of these are highlighted below.
Students are supported in the development of critical thinking by: exploring new approaches to conceptualising how value is created in the design and delivery of public services; considering the roles service users can play in co-production and co-design; and considering the design methods that can be drawn upon to develop human centred services. Curiosity can be developed through analysing a range of public service design, delivery and management activities in varied contexts. Students will practice problem solving by analysing case studies using key course concepts. Participating in seminar discussions and group activities supports the development of collaboration, enabling students to develop their understanding of the perspectives of others, fostering cooperation and managing conflict, in order to connect with and learn from others and build positive relationships. Skills of reflection are developed through: considering choices, decisions and their potential outcomes; and developing an awareness of personal values and integrity in the development of human-centred public services. Communication skills are enhanced through participation in seminars, group activities, presentations and individual written assignments. Inclusivity is supported through the focus on improving equity of access to services, and exploring approaches to taking account of different views, perspectives and considerations in the design, delivery and management of public services. Students can develop adaptivity through incorporating formative feedback when developing proposals in group work and in their individual assignment. Individuality is supported by recognising and valuing the previous experiences and cultural perspectives students arrive with and encouraging students to reflect upon these insights in developing user-focused public services. Data and digital literacy enable students to consider the ethical aspects of technology in public service delivery and using digital tools appropriate to contexts.
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| Keywords | Public Services,Public Administration,Social and Healthcare,Value Creation,Service Design,Delivery |
Contacts
| Course organiser | Dr Katharine Aulton
Tel: (0131 6)50 8074
Email: Katharine.Aulton@ed.ac.uk |
Course secretary | Mr David Murphy
Tel:
Email: dmurphy7@ed.ac.uk |
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