Richard N. Haass is president of the Council on Foreign Relations. Until June 2003 he was director of policy planning for the Department of State, where he was a principal adviser to Secretary of State Colin Powell on a broad range of foreign policy concerns. Previously, Haass was vice president and director of Foreign Policy Studies at the Brookings Institution. He was also special assistant to President George H. W. Bush and senior director for Near East and South Asian affairs on the staff of the National Security Council, 1989-93. He is the author or editor of ten books in American foreign policy, including The Opportunity: America's Moment to Alter History's Course.
Transforming Public Services by Designoffers a human-centered design perspective on policies, organizations and services. Three design projects by large-scale government agencies illustrate the implications for organizations and the people involved in designing public services: the Tax Forms Simplification Project by the Internal Revenue Service (1978-1983), the Domestic Mail Manual Transformation Project by the United States Postal Service (2001-2005) and the Integrated Tax Design Project by the Australian Tax Office. These case studies offer a unique demonstration of the role of human-centered design in policy context.
This book aims to support designers and managers of all backgrounds who want to know more about reorienting policies, organizations and services around people.