Service Designer - Senior (Remote) JP925

Project Overview

The Government of Alberta (GoA) has embarked on transforming the work of government to deliver simpler, more efficient, and better services for the citizens of Alberta, thereby ensuring that the needs of Albertans are effectively met in the digital age. The Province has a strategic role within government to drive efficiencies, innovation and modernization. The Digital Design and Delivery Division (DDD) is the Province's new centre for digital delivery. It was established to maximize capability and confidence in modern digital practice by ensuring service quality and value through standards and controls. This includes utilizing human-centred design approaches together with agile methodology and modern data practices. DDD works in partnership with GoA ministries to deliver programs that better serve Albertans.

DDD requires up to seventeen (17) Service Designers to work with DDD on service innovation, program review and digital transformation projects across the GoA. The Service Designer(s) will work as part of cross-functional program review or product delivery teams. These teams, led by GoA product owners and DDD work collaboratively, and collectively participate in a full range of activities including field research, backlog definition and refinement, and sprint planning and execution. Digital transformation projects review the current state of services, identify future opportunities, and then deliver new services that are efficient, effective and affordable.

The Service Designer(s) will be responsible for activities such as review, discovery, prioritization, prototyping, evaluation, and change management for program review and digital transformation projects.

Scope of Services

The Service Designer(s)will be required on a full-time basis, working across two (2) to three (3) projects. Time, location, and frequency of work will vary depending on the needs of the particular project. At the end of each term, it is expected that the Service Designer(s) may work a maximum of 1,960 hours, unless otherwise agreed upon with the Province. However, Service Designer(s) may be required to work fewer or more hours depending on the nature and needs of their work, as directed by the Province.

Services and project deliverables should evolve as the work progresses, in response to emerging user and business needs, as well as design and technical opportunities. However, the following must be delivered (iteratively) over the course of the project:

Integration of human-centred design methods into program review and digital transformation projects.
Analysis and documentation of project outcomes such as whether there is efficiency in use for staff and easy access to services for citizens.
Analysis of user and employee experience across channels (mobile, web, social media, phone, face-to-face, print, mail, etc.) and identification of gaps, opportunities, and solutions.
Based on user and GoA needs, goals, priorities, and opportunities, a plan for and delivery of:
o user and behavioral field research;
o co-design workshops;
o prototype design and testing;
o concept testing
o journey map and service blueprint development;
o process mapping;
o service prototyping;
o user story mapping and creation
o usability testing;
o service performance measurement, analysis, and reporting; and
o strategy and roadmap documents or diagrams.
A depiction of the overall end-to-end service journey and specific needs, opportunities, solutions, and metrics.
A plan for the integration of specific design and development work into the overall service experience and measurement of results.
Co-design and development with program teams (executives and front-line staff) of new processes and policies to effect change management.
A plan for the integration of new solutions into current service operations by examining areas such as the impacts of the migration of service delivery, policy innovation, change management, and organizational design and culture.

The Province and the Contractor shall determine changes to Services and Materials as required. The Province and the Contractor will determine changes to Services and Materials through the Artifacts.