Create service model canvases

What is a service model canvas?

A service model canvas is a single, holistic view of an overall service that captures and visualises who uses the service (customers), what the aim of the service is (its purpose), the channels by which it is delivered, the costs to deliver the service, any revenue associated with the service, the resources needed to deliver the service, key suppliers and partners, the technology used in service delivery, the processes within the service scope, the legal framework within which the service operates and the key performance indicators for the service, including customer feedback.

Service model canvasses are used in local government transformation to enable ‘as is’ and ‘to be’ design, supporting service reviews and service design or re-design.

They provide an ‘at a glance’ view of a whole service and can be used at departmental, service, functional or process level to understand the ‘as is’ position and to identify opportunities for change.

Knowledge

• Understanding of best practice principles and approaches to service modelling and design.
• Understanding of the tools and techniques used to collate data for, and then visually map a service canvas.
• Understanding of local government finance and the legal framework for local government – this enables the identification of opportunities for cost savings and/or income generation when looking at whole service areas.

Able to:

• Create frameworks for data capture: To underpin the development of service model canvases.
• Capture data effectively: In relation to service purpose, delivery channels, costs, income, resources, suppliers and partners, technology, business processes, regulatory and legal necessities, customer feedback and key performance indicators.
• Create effective visual representations: Making it easy for anyone reading the canvases to understand ‘at a glance’ what the service is and does.
• Use visualisation tools: To visually represent the model canvas.
• Analyse data: Synthesising the data captured to identify priority areas of focus for transformation.
• Think strategically: To consider the service holistically in the context of the organisation’s overall objectives, considering opportunities for improvement, re- alignment, income generation and change.
• Collaborate and communicate: Working effectively with key service stakeholders, users of and suppliers to the service to gather information, to support evidence led decisions being reached and to create successful conditions for change.
• Recommend: Further analysis or changes based on the data captured.
• Manage risk: Identity, assess and manage the risks associated with service modelling.