Co-design and Co-creation in Digital Public Services: A Service Design Approach

Abstract

Digital Transformation (DT) requires governments to swiftly adapt to meet society’s growing demands. In Brazil, the Startup Gov.BR program aims to speed up DT through the deployment of temporary multidisciplinary teams. This paper introduces a Service Design (SD) approach derived from experiences in supporting this governmental program, leveraging collaborative methodologies like co-design and co-creation to facilitate the redesign and creation of digital services. This work highlights the facilitators and hinderers of adopting the proposed SD approach. The findings underscore the critical role of SD adoption in aligning with citizen needs, thereby improving public services and promoting DT that delivers public value for stakeholders.