The Administration must serve the public in both form and substance.
If design and good communication are effective and widespread tools in the business environment, why are they not also used in the public sector?
One only has to observe the controversies that arise every time something public is redesigned, with better or worse success, to realise that there are many who consider design as something merely aesthetic. An artistic and accessory element for which public money should not be spent.
In the face of this perception, we must explain that design is much more and that, when used well, it is a very powerful tool for an administration that, in addition to managing, must know how to communicate effectively both what it does and the consequences that its management has on the people.
Because good design is more than just finding a beautiful and creative piece. Good design has an impact on the target audience, increasing the effectiveness of communication. Good design modulates tone and language, facilitating understanding and connecting emotionally. Good design makes procedures intuitive and accessible to all groups regardless of their socio-cultural level. In short, good design reduces the distance between citizens and the administration.
Because, as Louise Downe, the former Design Director of the UK Government, says, the citizen is a user and not a client and, unlike the client, the citizen has no choice but to deal with government services day in and day out.
For this reason, it is essential to redesign the administration in a way that, once and for all, brings public administration closer to the street, facilitates the completion of bureaucratic procedures, encourages political participation and, above all, empowers the citizen.