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Illinois Department of Human Services – Model Office Design Interventions

1999-2000 and 2004-05

An Archeworks and Designs for Dignity Collaboration to Implement Culture Change at the Illinois Department of Human Services through design.

Archeworks’ involvement with DHS began in 1999 with a yearlong project involving Archeworks students, DHS staff and DHS customers. The subsequent report focused on design interventions for DHS waiting rooms that included added color, rearranged seating and a children’s area, among others. The interventions promoted the following six values to enhance the DHS customer experience:

1. Choice
2. Movement
3. Responsibility
4. Self-Esteem
5. Self-Sufficiency
6. Work

In 2004, DHS began its Model Office Project and Archeworks again became involved in improving the DHS experience at Family and Community Resource Centers throughout the state.

Additionally, Archeworks invited Designs for Dignity to present design interventions that not only promote the six values but also complement the areas of improvement set forth by the DHS Model Office Team. They include an Informational Area; Self-Service Kiosk; Express Service Desk; Children’s Area; Service Area and Individual/Interactive Area.

Outcome
On November 29, 2005, Archeworks organized a presentation with Designs for Dignity to introduce sample Model Office concepts and branding. DHS and Central Management Systems (CMS) leadership were on-hand to discuss and approve the design concepts.

The presentation was not only a huge success for Archeworks—DHS and CMS were incredibly responsive to the design concepts. DHS believes that the Model Offices can help change the stigma of state services by allowing customers to access benefits faster and in a more productive and supportive environment. DHS leadership feels value-added would also come from a decrease of staff turnover and empower DHS to move into the future.

The presentation also generated ideas that could have far-reaching affects for the entire state of Illinois. The meeting marked the first time that CMS leadership met with DHS leadership. CMS leadership expressed interest in the feasibility of applying the design and branding concepts throughout other state agencies. By understanding the impact of branding, CMS will consider incorporating the concepts into their ordering systems for all state agencies.

Now equipped with a branding manual supplied by Designs for Dignity, DHS and CMS will work together with their architects and facilities managers to implement the Model Office concepts. Archeworks will continue to stay involved as advisors and will conduct a pre-design and post-design survey to assess the benefits of the changes.

Funding
The Richard H. Driehaus Foundation

Contact Email:
info@archeworks.org