A service blueprint shows backstage actions that support citizen journeys. These actions happen behind the scenes, after frontline staff interactions. For example, when staff accepts a permit application, different departments process paperwork without direct citizen contact. After mapping frontline staff activities in the previous layer, add the backstage actions they trigger. These might include application reviews, data entry, or approval procedures.

Each backstage action should connect clearly to specific frontline activities and citizen touchpoints we mapped earlier. Some backstage actions happen in sequence, while others occur in parallel. A business registration might need both tax verification and safety checks at the same time. The blueprint should show these timing relationships clearly to help identify potential delays.

Pay special attention to handoffs between different teams. Service delivery often slows down when work moves from one team to another. These transition points affect how quickly citizens receive their services.