Ten principles for public service transformation

Which do you think is most important? Is anything missing?

See full document at


  1. Purpose: Founded on strong, shared understanding of:
    organisational intent — what we exist to do — and citizen purposes in their lives

2. Measure and work to meet these purposes

3. Customer-centred design: channels, processes, and services designed to meet demand, to reduce need, to support purpose

4. Architecture: organisation, leadership structures, ICT, accommodation, and other enablers designed to support (3)

5. Clarity and fit of roles, tasks, relationships, intent

6. Intentional culture shaping for motivation and discretionary effort

7. Systems and #complexity awareness: lead and manage with an understanding of the underlying patterns which can create conflict and waste, and offer psychological safety for those in the organisation and for clients

8. Change navigation: deliver both technical and adaptive change and blend change interventions appropriately

9. #systemschange: create the possibilities for citizens to make better choices for themselves

10. Learning: at multiple levels, through constructive conversations, bravery, honesty, and reflective practice

What would you add?




business evolutionary www.bentaylor.com all pieces duplicated at www.chosen-path.org

Love podcasts or audiobooks? Learn on the go with our new app.

Losing the Fear of Responsibility: A Leadership Lesson from Dad

No Robots Allowed: Powering the People Factor

Should we still have our Crisis Management Team Activated?

Management Lessons To Learn From Ramayana

You’ve Got What It Takes To Be a Leader — Even in Tough Times

Is the Leadership Competency Framework irrelevant in the age of Agile?

Investing Early is About the People First and Foremost

What Is a Good Strategic Planning Drumbeat?

Get the Medium app

A button that says 'Download on the App Store', and if clicked it will lead you to the iOS App store
A button that says 'Get it on, Google Play', and if clicked it will lead you to the Google Play store
Benjamin P. Taylor

Benjamin P. Taylor

business evolutionary www.bentaylor.com all pieces duplicated at www.chosen-path.org

More from Medium

Systems change from the frontline: sharing the learning

System thinking and the scaled agile framework — Investigating the role of system thinking in SAFe…

The customer at the core

Evaluation and Innovation in a complex world