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Breakconf

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Design and content need to work together to be exceptional. Case studies from GOV.UK and Citizens Advice.

Published in: Internet

Breakconf

  1. 1. Sarah Richards! goodcitizencommunications.com! @escmum
  2. 2. www.gov.uk/government/publications/directgov-2010-and-beyond-revolution-not-evolution- a-report-by-martha-lane-fox
  3. 3. 1. Create GDS 2. Fix publishing 3. Fix transactions 4. Go wholesale @escmum
  4. 4. Create GDS! !
  5. 5. Fix publishing! !
  6. 6. The problem with publishing! !
  7. 7. “What’s the government’s policy on Afghanistan?” @escmum
  8. 8. Foreign Office
  9. 9. British Embassy in Kabul
  10. 10. Ministry of Defence
  11. 11. Department for International Development
  12. 12. Number 10
  13. 13. Stabilisation Unit
  14. 14. Home Office
  15. 15. Cabinet Office
  16. 16. Deputy PM
  17. 17. “I don’t know what the government’s policy is on Afghanistan” @escmum
  18. 18. Fix publishing! !
  19. 19. simpler! @escmum
  20. 20. gov.uk/designprinciples @escmum
  21. 21. @escmum
  22. 22. Government should only do what only government can do @escmum
  23. 23. @escmum
  24. 24. @escmum
  25. 25. @escmum
  26. 26. @escmum
  27. 27. @escmum
  28. 28. Content ! cull! @escmum
  29. 29. @escmum
  30. 30. @escmum
  31. 31. @escmum clearer!
  32. 32. gov.uk/designprinciples/styleguide @escmum
  33. 33. @escmum
  34. 34. @escmum
  35. 35. faster! @escmum
  36. 36. Game time @escmum
  37. 37. Type your point in here @escmum
  38. 38. @escmum
  39. 39. @escmum
  40. 40. @escmum
  41. 41. Fix transactions! @escmum
  42. 42. ! Book a driving test £6.62 - post £4.11 - phone £0.22 - online @escmum
  43. 43. http://transactionsexplorer.cabinetoffice.gov.uk @escmum
  44. 44. httpSs:a//rwahw wR.igchoav.rudks/service-manual @egsdcsmteuam
  45. 45. 1. Create GDS 2. Fix publishing 3. Fix transactions 4. Go wholesale @escmum
  46. 46. The benefits!
  47. 47. GDS saved ! £500 million £42 million Sarah Richards Sa@raehs cRmicuhmards
  48. 48. Good content and design can keep people out of jail @escmum
  49. 49. Sarah Richards @escmum
  50. 50. Sarah Richards @escmum
  51. 51. Sarah Richards @escmum
  52. 52. Sarah Richards Sa@raehs cRmicuhmards
  53. 53. Digital transformation is culture change!
  54. 54. “Is this from government....? But I understand it....” @escmum
  55. 55. “... just wanted to encourage the gov.uk team... the information is clear and easily understood by a numpty like me... Can I vote for you in the next election?” @escmum
  56. 56. The other side!
  57. 57. Helps over 2m people a year 3,300+ locations 2m more on the phone 16m visits online 22,200+ volunteers ! Sarah Richards @escmum
  58. 58. Sarah Richards @escmum
  59. 59. Most users have an iPhone ! People leave quickly ! Professional users Sarah Richards @escmum
  60. 60. GDS audience: everyone in the UK ! Task: sort out a problem/get information Sarah Richards @escmum
  61. 61. Citizens Advice audience: everyone in the UK ! Task: sort out a problem/get information Sarah Richards @escmum
  62. 62. Advice is hard Sarah Richards @escmum
  63. 63. People don’t know what the problem is Sarah Richards @escmum
  64. 64. Sarah Richards
  65. 65. Sarah Richards @escmum
  66. 66. Sarah Richards @escmum
  67. 67. Still to learn...!
  68. 68. Everything Sarah Richards @escmum
  69. 69. Users ! never stop! !
  70. 70. Sarah Richards! goodcitizencommunications.com! @escmum

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