Service blueprints

Service blueprints map connections between public services' visible and behind-the-scenes elements. Key blueprint elements include:

• Visible interactions: What citizens see and do when using services
• Staff touchpoints: Direct service interactions with government employees
• Backstage and support processes: Internal workflows and cross-department coordination
• Systems and data: Technical infrastructure enabling services
• Policy requirements: Rules and regulations affecting service delivery

Create blueprints by mapping both citizen-facing and internal actions for each service step. Show how different departments, systems, and staff roles connect to deliver the complete service. Pay special attention to points where services cross department boundaries.