I’ve not heard anyone disagree that this is a good thing. There were many people at the event who were passionate about user centred services and about designing end to end services. Why is user research not given the priority it needs and why do we still continue to pay little attention to it when undertaking transformation activity and service redesign?
The movement to modernize government technology has been focused on the delivery of government services using modern technology and best practices. But that is only half the solution; now we must also learn to drive policy and operations around delivery and users, and complete the feedback circuit. Only then can we effectively achieve the goals government policies intend.
In digitally mature organisations we are used to seeing strong communities of engaged, self-selecting members gathered around a shared purpose beyond that of their day to day jobs. Organisational communities thrive because they add an extra dimension to the organisational structure, and can increase the number of connections each individual has across the organisation’s network.
The Ad Hoc Government Digital Services Playbook compiles what we’ve learned from four years of delivering digital services for government clients. Our playbook builds on and extends the Digital Services Playbook by the United States Digital Service. The USDS playbook is a valuable set of principles, questions, and checklists for government to consider when building digital services. If followed, the plays make it more likely a digital services project will succeed.
This tool is designed to help you make an honest assessment of how advanced your organisation is at dealing with data. You can compare your assessment with others from your own organisation, and from around the country.
Digital technology, coupled with design approaches, can help third sector organisations expand the reach of existing services, sense and respond to new needs as they emerge, and achieve more for less.
Transforming an organisation is fundamentally about working with people to help them do new things and work in new ways. There’s a whole industry built on workplace training with courses, curricula and training providers to fit almost any skills gap. But when it comes to digital transformation, this way of thinking falls short in several ways.
Although digital technologies are a powerful way to change a service, what really matters is the method with which change is done: user research, UX design, agile working, co-design, and solving problems in experimental ways. We now want to apply those methods to a wider set of problems, not all involving digital tech.
“I think we have to accept that there’s going to be legacy stuff out there, and there’s going to be unsupported systems. So it would be better to accept that we’ve got that and come up with strategies for how we’re going to manage that.”