By Tony Gu, Australian Public Service Commission
New Toolkit Helps Public Servants Design Better Services for Citizens
Australian public servants now have access to an innovative new resource designed to put people at the heart of government service delivery.
The Australian Public Service Commission (APSC) has partnered with the Organisation for Economic Co-operation and Development (OECD) Observatory of Public Sector Innovation (OPSI) and counterparts from 9 other countries to launch the Public Service Innovation Booster—a practical toolkit that makes human-centred design accessible to all public service teams.
Designed for teams without specialist support
The Booster addresses a common challenge across government: how to create more citizen-focused services when your team doesn't have dedicated design or innovation experts. The toolkit provides everything teams need to work through service challenges systematically, from initial problem definition through to practical solutions.
"This is about democratising good design in the public service," the resource emphasises. "You don't need to be a specialist to put people first in your work."
Australia's contribution to global innovation
As part of the OECD Working Group on Innovation in Public Services task force, Australia played an active role in shaping and testing the toolkit. The APSC contributed Australia's experience with service design and ensured the Booster reflects the real needs of Australian public servants working at the interface of service delivery.
This collaborative international approach means the toolkit benefits from diverse perspectives and has been tested across different public service contexts and cultures.
A step-by-step journey
The Booster guides teams through a structured 7-step process that takes them from identifying a challenge to implementing workable solutions. Each step includes:
- Ready-to-use tools, canvases and templates
- Plain language instructions without jargon
- Step-by-step guidance that teams can follow independently
- Practical examples from real public service contexts
The toolkit is available online, making it freely accessible to any public servant who wants to improve their approach to service design.
A living resource
Unlike static guides that quickly become outdated, the Booster operates as a collaborative platform. Users can share their own examples, provide feedback on what works, and contribute adaptations for specific contexts. This keeps the toolkit relevant, practical and continuously improving based on real-world use.
Strong potential across the APS
The APSC has identified 3 key opportunities for using the Booster across the Australian Public Service:
Building capability: The toolkit provides an accessible entry point for public servants to develop human-centred design skills without requiring formal training or external consultants.
Creating common language: By using shared frameworks and approaches, teams across different departments and agencies can communicate more effectively about innovation and collaborate more easily.
Improving citizen experiences: The toolkit can be applied across any policy area where government interacts with citizens, from service delivery to policy development, helping ensure public services genuinely meet community needs.
Get involved
Public servants interested in using or adapting the Public Service Innovation Booster for their team or agency are encouraged to explore the online toolkit and connect with others using the resource.
Those who would like guidance, want to share their experiences, or are considering adapting the Booster for specific contexts can get in touch with Australia’s National contact point for OPSI.
The launch of this toolkit represents a significant step toward making human-centred design a core capability across the APS, ensuring government services work better for the people who rely on them.
The Public Service Innovation Booster is a free resource developed through international collaboration and is available to all Australian public servants.