Author of The Service Organization. I help large orgs deliver better services at scale, through training, teaching, advice and consultancy.
London & Sheffield
Joined February 2009
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The Service Organization book is officially out today! It's a distillation of how to build the much-needed foundations for what the organisations behind successful services look like. Based on 15+ years of practical hands-on experience and leadership in governments, telcos,... 🧵
ALT Three copies of the service organisation book laid out on a flat surface.
Kate Tarling retweeted
We're thrilled to announce Kate Tarling (@kateldn), founder and CEO of The Service Org Group, as keynote speaker at @canuxconf 2024 on Nov 1-2. Kate is a renowned service leader and acclaimed author of 'The Service Organization'.
canux.io/kate-tarling/ #canux #servicedesign
Hugely enjoyed meeting the brilliant UCL MPA group today and teaching alongside @daeaves and @MTBracken - thanks for having me along
In fact, here is the amazing @kateldn, author of The Service Organization kicking off today’s lecture in our digital government course this morning with myself and @MTBracken
I immediately read this testimony from @pahlkadot on how “Harnessing ‘AI’ to improve government services” really means intelligently, thoughtfully, building competency and capacity: the right people, doing the right things, removing barriers in their way.
I was honored to testify today along with @biblauer and @bethnoveck before the Senate Homeland Security and Government Affairs Committee on the us of AI in government services. Here is my written testimony: bit.ly/3RLk0GA
Kate Tarling retweeted
🎙️ Beyond the buzzwords. Join @kateldn for the Dec 7 #DigitalBC Livestream and gain practical insights to deliver successful, sustainable services within large organizations. Bring curiosity, questions and colleagues!
Register: eepurl.com/gMNeYv
ALT Join Kate Tarling for the next #DigitalBC Livestream on Dec 7 - Gain practical insights about delivering sustainable successful services. Register: http://eepurl.com/gMNeYv Image is of Kate Tarling and her best-selling book The Service Organization
Delighted to meet @JohnWSeddon in real life, at last. He shared stories of demand-led redesign and growing expertise through properly understanding what’s happening to real people, real situations, for transactional services. And we swapped books.
I really enjoyed this conversation with @apolaine! We speak of the practicalities and realities of changing our organisations to deliver better services, among many other things
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Last few days to register for this two hour online class on How to Define and Measure Service Success on Thursday Oct 5, 2023 at 5-7pm BST, 12-2pm ET!
eventbrite.com/e/how-to-defi…
Join us in talking about making better service orgs on Weds Sep 27!
Are you registered yet? ⌛️ Join us + @BeeckDBN Wed, 9/27 @ 9AM PT/12PM ET for an interactive conversation with @kateldn about her book "The Service Organization" ✨
🚩 Register TODAY and you can enter to win a FREE copy of the ebook 📙
🌟 Register now: bit.ly/3YzSOh5
What gets measured gets managed. Join our two hour workshop on measuring 'whole' services on Thurs Oct 5. Help teams lift up out of satisfaction scores, case volumes, tickets closed and call times towards what good looks like for the whole service eventbrite.com/e/how-to-defi…
Kate Tarling retweeted
📣 Join us + @BeeckDBN Wed, 9/27 @ 9AM PT/12PM ET for an interactive conversation with @kateldn about her book "The Service Organization" 🔖 Register before 9/13 and you may win a FREE copy of the ebook!
🌟 Register now: bit.ly/3YzSOh5
On the new Service Design Show episode @marcfonteijn and I talk about reshaping organisations to continuously improve service performance. Watch or listen here:
podcasters.spotify.com/pod/s…
youtube.com/watch?v=M4hqt9P1…
I have a new public class online on Thursday Oct 5. Learn how to define and measure service success, in a way that works for everyone involved! Tickets on sale now with follow up live Q&A for ticket holders eventbrite.co.uk/e/how-to-de…
It was a joy talking to Andy about knowing your org and how it works, service leadership, looking at product/service performance holistically and much more. Coming soon but in the mean time polaine.com/power-of-ten/ has interviews with @ttorres @lisawelchman @LouDowne & more
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New article: To make better services, make better service organisations linkedin.com/pulse/make-bett… via @LinkedIn
How to play the government spending game - new article in @cswnews by @ad_greenway and I civilserviceworld.com/profes…
You can watch a video of the talk we gave about it at @SDinGov govservicedesign.net/videos
Many have asked to see slides on service design and the green book / budget that @ad_greenway and I gave. Blog post soon to share brilliant advice and tips from the many of you that answered our questionnaire. Talk was also recorded by @sdingov docs.google.com/presentation…
Out today - a conversation with me and @barryoreilly for the Unlearn Podcast about changing models of accountability for service orgs and why large service orgs want leadership teams to be guardians of getting stuff done, not 'owners of teams/stuff'
💯. Learning skills’ is very different to aligning, making proper time for understanding and scrutiny, constructive challenge, changing how we behave and work as a ‘team’, redefining accountability…
I always think it’s telling when companies say “we can only get our exec team together for 2 hours” to learn the ways they need to work together to make a transformation.
Yet, we’re fine putting teams through weeks and weeks of training to learn the new skills. #prodmgmt