Mission Sabotage: how not to create a user centred organisation

Your mission, should you choose to accept it, is to sabotage your organisation’s plan to move to user-centred service delivery.

In this interactive session you will learn about how to create a user-centred organisation, and then applying lessons from the CIA’s notorious Saboteurs Handbook we will explore how a government organisation might make the worst possible job of creating a user-centred approach to service delivery. You’ll learn how to build an organisational and governance structure the wrong way, in plain sight - and therefore uncover the traps to look out for…