There are two basic approaches to service redesign that are common in the public sector.

The first – the customer-centric approach – begins with the needs of the customer (or potential customer) and identifies how services could be redesigned to better meet those needs.

The second – the service-centric approach – begins with the service and focuses on how it can be managed and operated differently in order to better meet customer needs.

Depending on which of these approaches is taken, different strategies will be used to redesign the service.  Commonly service redesign uses a combination of these two approaches.