An online notebook
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An online notebook
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.…
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…
“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…
Due to time constraints, many Local Government Service leads are inevitably ‘heads down’ and perhaps overwhelmed by the variety of technology on offer. It can be hard to team up with neighbouring boroughs because that adds complexity and may slow…
‘A platform is when the economic value of everybody that uses it, exceeds the value of the company that creates it. Then it’s a platform.’ Original:
The endless noise emanating from Silicon Valley essentially has two complementary elements. One is all about dreams so unlikely that they beggar belief: the idea that the Tesla CEO Elon Musk will one day set up a colony on Mars;…
There is a huge opportunity for local authorities to share common digital service patterns for highly defined, commoditised services that are repeated across multiple organisations. For services like reporting missed bins, FOI requests and complaints for example, how fundamentally different…
The low code debate seems to have really kicked off. Matt Skinner off of FutureGov blogs a critical piece: The low code platforms we’ve tried place a big emphasis on making the lives of developers simpler (or redundant). Unfortunately, we…
As a co-founder of Blogger and Twitter and, more recently, as the chief executive of the digital publishing platform Medium, Mr. Williams transformed the way millions of people publish and consume information online. But as his empire grew, he started…
Is it modernize or die? Or modernize and die? For banks updating their computer systems with secure mobile features it can be both. Many run mainframes on legacy code that’s gone dark — no one understands it anymore. Original:
In a fairly complex world, everyone yearns for a simple solution. The one thing they should do to make things better. The single solution to all their problems. Digital transformation is no different, and many of the marketers working in…
Systems analysis at the ‘front end’ of service design can help us to better understand complex social problems and identify opportunities to respond more effectively and profoundly. Equally, systems thinking provides tools and mindsets to understand the power structures and…
At Adur & Worthing, our use of low code is core to our service design programme and the main tool used by our central digital team in change projects. We don’t go this way every time — we’re not purists — but time and…
There’s an increasing amount of talk in digital circles about low code. These are systems for building systems: ways of using simple drag and drop interfaces to build out workflows and databases to deliver business processes. Some low code platforms…
We create almost everything on the internet, but we control almost none of it. Original:
When the policy is broken, the service fails. And when the service fails, trust in the institution providing the service diminishes. More often that not, high-profile breakdowns are seized upon as a failures of technology or implementation. The truth is…
Bezos’ letters make splendid material for a Business School course on Strategy and Communication. A caveat applies, however. Most of the strategies and practices advocated by Amazon’s founder have broad applicability, but a central mystery remains: Bezos himself, his combination…
user’s point of view – from the very beginning of how users become aware the service exists, to the very end of them leaving it. But what makes service design different from just thinking about the user journey, is also…
…we sort of are a legacy of the original spirit of the web, and that’s very much what the Wikimedia Foundation was created to do — to ensure that Wikipedia was preserved as a nonprofit entity, with respect for community governance, and…
Much of the value of commissioning, I believe, is that it is an emerging field — not yet fully formed and devoid of inspiration. Yet there is much commissioning practice and activity out there. Original: