The Scottish Approach to Service Design (SAtSD)

Maturity assessment

The principles and methods of the Scottish Approach to Service Design describe an aspiration for a shared, participatory approach to designing public services in Scotland with, and not only for, the people of Scotland.

Different organisations will be at different places in their ability to deliver on the Scottish Approach to Service Design, and what is proportionate and achievable will vary depending on the size of an organisation or the need for service design or redesign. So how do you know how your organisation is doing, and what things you should change or introduce in order to fully embrace the Scottish Approach to Service Design at the right level for your organisation?

This matrix provides a set of prompts you can use to diagnose how your organisation is doing. It is organised along a scale of ‘maturity levels’ covering:

• practices
• process
• conditions

You can use it to identify key areas for action to improve your Scottish Approach to Service Design maturity and to give a general
indicator of where you are on the scale, from ‘not evident’ though to ‘fully embedded’.

It is important to note that the SAtSD is an approach to design, not a project delivery methodology like Agile or Prince. It works with and alongside a variety of delivery approaches.