---
id: "worksheets:exercise/make-service-blueprint"
type: "Solving Public Problems worksheet"
title: "Make a Service Blueprint Collaboratively"
url: "https://worksheets.solvingpublicproblems.org/exercise/make-service-blueprint"
date: "2024-07-11"
summary: "Service blueprinting involves developing a step-by-step rundown of how a government delivers a service and how a resident applies for such a service. Such a..."
source: "Solving Public Problems worksheets (worksheets.solvingpublicproblems.org), The GovLab and the Burnes Center for Social Change"
licence: "none stated"
---

# Make a Service Blueprint Collaboratively

Exercise group: Defining Problems with Human-Centered Design · Recommended exercise

## About this worksheet

Service blueprinting involves developing a step-by-step rundown of how a government delivers a service and how a resident applies for such a service. Such a process map makes it easier to spot problems and opportunities for improvement.

## Tips

1 Use interviews and surveys of individuals and groups to capture their experiences.
 2 Observe the process of public servants and residents going through the process.
 3 Do this work collaboratively to identify existing problems or predict points of failure or opportunities for improvement.

## Questions

1. Customer actions: the steps a customer must take in chronological order to receive the service
2. Employee actions: the steps an employee must take in chronological order to deliver the service
3. Face-to-face contact: any live interactions that are part of that process
4. Virtual contact: any phone calls or web-based interactions that need to take place
5. Support processes: additional interactions, including interaction with anyone who is not a contact employee but is necessary for the service to be provided
6. Conditions: the conditions under which the service is provided, for example, the physical condition of the office

## Source

Solving Public Problems, Chapter 5

## PDF version

https://directus.theburnescenter.org/assets/068930ed-5ee1-40eb-9025-2b4d58353782

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Original page: https://worksheets.solvingpublicproblems.org/exercise/make-service-blueprint · Licence: none stated