Please upgrade your browser

For the best experience, you should upgrade your browser. Visit our accessibility page to view a list of supported browsers along with links to download the latest version.

Ella Walding

MA work

Servizz Design

Servizz Design is a set of tools to create transformational change in the Government of Malta by empowering staff and citizens.

 

The Government of Malta created servizz.gov to provide a one stop shop that citizens can use as a single point of contact for all public services. I developed and delivered a service which helped managers redesign service.gov to give more agency to citizens and front line staff. Three solutions were co-created as a result of the research; a long term strategy to steer future integration; a balanced scorecard of performance measures to ensure key outcomes are achieved; and a toolkit for creating transformational change in the organisation comprising both service design and project management tools. These tools have been fully implemented by the service and their creation can be scaled for use in other organisations.


Info

  • MA Degree

    School

    School of Design

    Programme

    MA Service Design, 2017

  • I am passionate about helping to improve people’s quality of life, particularly where this is compromised, and I believe innovative service design can be transformative and offer hope when people are facing challenges. I want to use service design to create positive change in people’s lives and generate large positive social change.
  • Degrees

  • BA Drama, University of Exeter, 2013