Cathy Dutton – The portal trap:

When portals are treated as containers they fail. You can’t cover up the complexity, and attempting to do so just adds another layer of abstraction and frustration.

If portals are instead built as a coordinating or experience layer, deliberately designed to give an outside-in view of an organisation, they can bridge the gap until wider structural changes are made. They can also provide insight and evidence to help us structure around services in future.

Really good stuff.