GOAPRDJP00000525 - Service Designer - Senior

freelance.caFredericton, Canada

17 days ago

Job description

Job Description Job Title : GOAPRDJP00000525 - Service Designer - Senior Work Location : Edmonton, Alberta, CAN, T6H 5T6, Remote Estimated Start Date : 01 / 04 / 2025 Estimated End Date : 31 / 03 / 2026 #Business Days : 252.00 Estimated Hours per Day : 7.25 Maximum Duration of Extension : 24 Months

Note : The Service Designer will primarily work remotely ; however, the Service Designer is expected to attend meetings or work sessions often (i.e. quarterly) in Alberta on reasonable notice from the Province. At the time of providing such notice, the Province will advise of the expected duration of any such meetings or work sessions. However, time to travel and any associated expenses to and from Edmonton will be at no cost to the Province.

Description

The Province has a strategic role within government to drive efficiencies, innovation and modernization. As part of this role, the Province is expanding the GoA’s digital delivery of services with the view of simplifying and providing better user experiences with interactions with the GoA. The Digital Design and Delivery Division (“3D”), is the Province’s centre for digital delivery. It was established to maximize capability and confidence in modern digital practice by ensuring service quality and value through standards and controls. This includes utilizing human-centred design approaches together with agile methodology and modern data practices 3D works in partnership with GoA ministries to deliver programs that better serve Albertans.
The Province requires up to eleven (11) Service Designer(s) to work with 3D on service innovation, program review and digital transformation projects across the GoA. The Service Designer will work as part of cross-functional program review or product delivery teams. These teams, led by GoA product owners and 3D work collaboratively and collectively participate in a full range of activities including : field research, user story creation, backlog definition and refinement, and sprint planning and execution. Digital transformation projects review the current state of services, identify future opportunities, and then deliver new services that are efficient, effective and affordable.
The Service Designer(s) will be responsible for activities such as review, discovery, prioritization, prototyping, evaluation, and change management for program review and digital transformation projects.

Scope of Services

It is anticipated that the Service Designer will be required for one (1) year; however, the Province may extend the contract for up to twenty-four (24) months on the same terms and conditions.

The Service Designer will be required on a full time basis (7.25 hour work day), working across two (2) to three (3) projects. Time, location and frequency of work will vary depending on the needs of the particular project. At the end of each term, it is expected that the Service Designer may work a maximum of 1,960 hours, unless otherwise agreed upon with the Province. However, a Service Designer may be required to work fewer or more hours depending on the nature and needs of their work, as directed by the Province.

Services and project deliverables should evolve as the work progresses, in response to emerging user and business needs, as well as design and technical opportunities. However, the following must be delivered (iteratively) over the course of the project :

Integration of human-centred design methods into program review and digital transformation projects.

Analysis and documentation of project outcomes such as whether there is efficiency in use for staff and easy access to services for citizens.

Analysis of user and employee experience across channels (mobile, web, social media, phone, face-to-face, print, mail, etc.) and identification of gaps, opportunities, and solutions.

Based on user and GoA needs, goals, priorities, and opportunities, a plan for and delivery of : User and behavioral field research; Co-design workshops; Prototype design and testing; Concept testing Journey map and service blueprint development; Process mapping; Service prototyping; User story mapping and creation Usability testing; Service performance measurement, analysis, and reporting; and Strategy and roadmap documents or diagrams.

A depiction of the overall end-to-end service journey and specific needs, opportunities, solutions, and metrics.

A plan for the integration of specific design and development work into the overall service experience and measurement of results.

Co-design and development with program teams (executives and front-line staff) of new processes and policies to effect change management.

A plan for the integration of new solutions into current service operations by examining areas such as the impacts of the migration of service delivery, policy innovation, change management, and organizational design and culture.

The Province and the Contractor shall determine changes to Services and Materials as required. The Province and the Contractor will determine changes to Services and Materials through the Artifacts.

Eligibility and Application Steps

If you are enthusiastic about this exciting opportunity, we kindly request you to provide the following documents via E-mail. Without mandatory documents, we cannot submit a candidate.

Updated Resume in word format (Mandatory)

Skills Matrix and References (Mandatory)

Expected hourly rate (Mandatory)

Visa Status (Mandatory)

LinkedIn ID (Mandatory)

Please only apply if you meet the qualifications mentioned above.

Qualification Bachelor Degree Job Related Sector(s) Service Design Specialist Experience

Greater Than 10 Year