2118. Making an impact with systems thinking
Invited abstract in session TD-25: Making an Impact with Systems Thinking, stream Making an Impact: The Practitioners' Stream 2.
Tuesday, 14:30-16:00Room: Maurice Keyworth 1.32
Authors (first author is the speaker)
| 1. | Ben Follows
|
| HM Revenue & Customs, Government Operational Research Service |
Abstract
The interactions between colleague experience, customer service, customer experience, complexity and compliance are numerous and complex; and mean that simple solutions are rarely appropriate. In this workshop, we will introduce the concepts of systems thinking and the application of Causal Loop Mapping.
Drawing on the systems thinking guide for civil servants, we will explore a generic government ‘customer service system’ archetype and we invite participants to collaborate, develop their own system thinking skills, identify feedback loops, leverage points and systems behaviours. We will reflect on the findings from the session and wider learning from experiences in His Majesty’s Revenue and Customs (HMRC) from the UK.
Link to the systems thinking guide for civil servants: https://www.gov.uk/government/publications/systems-thinking-for-civil-servants
Keywords
- Practice of OR
- Soft OR
- OR/MS and the Public Sector
Status: accepted
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