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Service Design and Delivery Platforms

We are exploring the design and deployment of new services using a service platform that has a technological, social and commercial component. The platform is designed to facilitate the commissioning, design, deployment and operationalization of services by both public and private sector organisations including the third sector, which is increasingly involved in augmenting or delivering entire suites of services on behalf of public sector organisations. Our research will explore how the platform can facilitate service propositions that take account of the social, technical and organisational elements required for successful implementation.

  • Technology Layer: the model recognizes the importance of a technological platform that offers a series of reusable components including security, payment, provisioning, rendering to different devices and formats and User Experience (UX) standards.
  • The next layer is the access and potential integration of user and contextual data so that multiple services can exploit common data, as well as be aggregated and offered using open data standards to third party organisations.
  • The interoperability layer is not only technological but also involves governance processes for the recruitment, testing and accreditation of third party organisations to form an eco-system of partners who exploit the service platform.
  • The fourth layer is the resource layer that involves both human and digital resources: to take one example, a city authority, such as Westminster City Council, has over 1500 people in its field resources, engaging with the public, plus call centre resources, digital infrastructure, websites and mobile enabled services that could be leveraged by third party organisations.
  • Finally the ‘brand’ dimension, or layer, of the platform provides an umbrella under which service may be more easily promoted and adopted by communities, as well as other service providers. Successful platform adoption and exploitation depends on the development of a platform that is not only technological but also combines these social, commercial and operational components.