Até onde vai o design de serviços em governo? Uma análise de projetos de laboratórios de inovação no setor público

Abstract

In the context of public administration's growing interest in design approaches as a strategic tool for solving complex problems, this paper investigates and outlines crucial elements relating to the use of design in the generation of government actions. The analysis focuses on experiences conducted in two innovation laboratories, at municipal and federal level, exploring their contributions through a field research methodology that includes interviews, analysis of institutional reports and a review of academic literature on the entities in question. The study's findings highlight essential practices in the development, implementation and, particularly, improvement of public policies, as well as emphasizing the importance of making information tangible, fostering collaboration, adopting an experimental stance and questioning the status quo in service design projects. These findings confirm the fundamental relevance of such aspects to service design innovation in the public sector