Co-developing Service Futures in Confinement - designing with inmates

Approximately 50 percent of people under the care and management of Ara Poutama Aotearoa (the Department of Corrections) identify as Māori, compared with 15 percent of the general population.  In 2017 the Waitangi Tribunal found the Crown in breach of its Treaty obligations by failing to prioritise the reduction of the high rate of Māori reoffending relative to non-Māori. In December 2018, Cabinet agreed to adopt ‘major improvement’ in services as the strategic path for the prison network and in 2020 Ara Poutama Aotearoa adopted a new organisational strategy: Hōkai Rangi rooted in Māori values and to be applied to all people in care, with a greater commitment to rehabilitation and reintegration programmes, and the rollout of kaupapa Māori spaces and services at every prison. 

EY was tasked with developing a business case for the kinds of changes envisaged, using human centred design to define new service concepts driven by in-depth qualitative research, co-developed in workshops with community organisations, staff, and Māori representatives, and incorporating the ideas of Hōkai Rangi.  The team spent 4 weeks in prisons and at Community Corrections sites talking to people about their whakapapa, important life experiences, and their time with Ara Poutama Aotearoa. 

At this CX Collective event, the aim of the EY team is to share key points about methodology with you.  You will get to ask questions of the research and design team. You will also gain some insight into the lived experience of people who have spent time in NZ prisons and their whanau, based on available public documents.  

Please note that the team cannot disclose any information that is not already public. To this effect, personal accounts may be fictionalised but reflect the nature of public findings.

A big thanks to EY, for helping us make this event happen.

Timings 

NZT:

3:50pm - Lobby open

4:00pm - Seminar begins

5:30pm - Seminar ends

AEST:

1:50pm - Lobby open

2:00pm - Seminar begins

3:30pm - Seminar ends

SGT:

11:50am - Lobby open

12:00pm - Seminar begins

1:30pm - Seminar ends

About your speakers:

MAX ADLER - SERVICE DESIGN LEAD

Max is EY’s service design lead for NZ. He works to help organisations understand the customer experience and people’s emerging needs, in order to develop strategy and new services that enable organisations to thrive.

Max has 20 years+ experience in strategic design and service design. His government clients include Corrections, Ministry for the Environment, Defence, and Sports NZ Private sector clients include telecoms, agri-business, software development, large retail, and tourism. In the not for profit sector he has done extensive community development work. He has worked in local government including customer experience design, regulatory planning and compliance, community development, sports and recreation.

HIRATA TITCOMBE - SERVICE DESIGN LEAD 

Hirata is a Service Designer with a strong history of influencing people through sound leadership and the co-creation of  different solutions to deliver quality customer experience.

Hirata has over 14 years' experience in service design leadingprojects which, over time, have enabled key government policy work to be developed much faster, better, and more sustainably; and enabled greater engagement and transparency to  be achieved with a wide range of stakeholders.

GEORGE REEDY - SERVICE DESIGNER

George helps organisations’ identify and implement their most powerful story – the customer story. George has vast experience in the public sector across transformation programmes from leading Kaupapa Māori service design to Ara Poutama Aotearoa (Corrections) to imbedding service design into Te Hiringa Hauora (Health Promotion agency).

What you'll get

• Access to the seminar
• Access to curated On-Demand learning video for this seminar
• A dedicated learning artefact and further reading resources to deepen your knowledge of the seminar topic