设计思维推动公共服务创新——以新加坡创新实验室为例

Design Thinking Oriented Public Service Innovation——Taking Innovation Lab of Singapore as an Example

为提升公共服务水平,推动公共部门向人民满意的服务型政府转变,探索设计思维推动公共服务创新的方法与路径,以新加坡创新实验室为例,通过剖析发展历程、运作模式以及典型案例,归纳设计思维推动公共服务创新的经验与挑战。新加坡创新实验室通过扮演主持者、促进者、研发者、协作者和指导者,助力公共部门从渐进式到颠覆式的系统革新,主要经验包括建立用户服务意识、搭建社群协作平台、采纳产品原型设计和实施快速迭代试验;但同时也面临组织能力薄弱、推理过程存疑、参与形式单一的挑战。设计思维有助于提升公共服务的精准性、敏捷性和有效性,及时回应在不确定性时代市民对公共服务个性化与多样化需求。

To improve t he level of public service innovation and promote the transformation to a service-oriented government satisfactory to the people,it provides theoretical guidance and experience reference from the perspective of design.Taking the Singapore Innovation Lab as an example,this paper summarizes the main experiences and challenges of design thinking in public service innovation by analyzing the development process,main roles and three typical cases of the laboratory.In improving public services,the Singapore Innovation Lab plays the roles of host,facilitator,developer,collaborator and mentor to drive the system innovation from incremental to disruptive in the public sector,and the main strategies include building user service awareness,building a community collaboration platform,enabling product prototyping and conducting rapid iterative experiments.The contribution of design thinking in improving public services is accurate,agile and effective,which responds to the matching of supply and demand of public services in an era of uncertainty,and helps to achieve a better life for people.