From Sydney #DEX2018

1. Avon and Somerset Police, UK
The Intranet that surprised the
doubters, reduced operational
demand and wasn’t rubbish
(Presentation essentials)
@PoliceDigiServ | @SFWebDigital | #DEX2018

2. Who we are
@PoliceDigiServ | @SFWebDigital | #DEX2018
• Digital team made up of UX, UI, Content Design and Programmers
• Majority of experience in citizen facing web services
• Took on Intranet project Product two years ago

3. How we work
@PoliceDigiServ | @SFWebDigital | #DEX2018

4. Does this sound familiar?
@PoliceDigiServ | @SFWebDigital | #DEX2018

5. 7+ years old
@PoliceDigiServ | @SFWebDigital | #DEX2018

6. Owned by IT and Communications
@PoliceDigiServ | @SFWebDigital | #DEX2018
No one focused on solving problems for staff and officers

7. Departments free reign to put content on

8. Homepage run by HiPPOs
@PoliceDigiServ | @SFWebDigital | #DEX2018

9. Search?
@PoliceDigiServ | @SFWebDigital | #DEX2018

10. Old intranet feedback
“Using the old Intranet is like pulling teeth out”
“I just phone someone instead of bothering to try
to use it”
“I lose the will to live”
“I like it”
POLICE - DO NOT CROSS

11. Challenges
@PoliceDigiServ | @SFWebDigital | #DEX2018

12. @PoliceDigiServ | @SFWebDigital | #DEX2018

13. @PoliceDigiServ | @SFWebDigital | #DEX2018
Two very different user groups – operational
and non operational

14. @PoliceDigiServ | @SFWebDigital | #DEX2018
Many expected to fail before any work had
even started

15. @PoliceDigiServ | @SFWebDigital | #DEX2018
Very different levels of digital skills and
understanding across the organisation

16. Our journey begins…
@PoliceDigiServ | @SFWebDigital | #DEX2018

17. Help us name it
@PoliceDigiServ | @SFWebDigital | #DEX2018

18. “Athena - Goddess Of
Wisdom”
@PoliceDigiServ | @SFWebDigital | #DEX2018

19. “The Hub”
@PoliceDigiServ | @SFWebDigital | #DEX2018

20. “Matt is an idiot”
@PoliceDigiServ | @SFWebDigital | #DEX2018

21. “Intranet McNetty”
@PoliceDigiServ | @SFWebDigital | #DEX2018

22. “Intranety
McIntranetface”
@PoliceDigiServ | @SFWebDigital | #DEX2018

23. @PoliceDigiServ | @SFWebDigital | #DEX2018

24. Pocketbook Journey
Consultation
and Surveys
Task
identification
Content
design
“Beta
release”
Full release
@PoliceDigiServ | @SFWebDigital | #DEX2018

25. Consultation
and Surveys
Task
identification
Content
design
“Beta
release”
Full release
Consultation and surveys
@PoliceDigiServ | @SFWebDigital | #DEX2018

26. Consultation
and Surveys
Task
identification
Content
design
“Beta
release”
Full release
Top task workshops
@PoliceDigiServ | @SFWebDigital | #DEX2018

27. Consultation
and Surveys
Task
identification
Content
design
“Beta
release”
Full release
Card Sorting workshops
@PoliceDigiServ | @SFWebDigital | #DEX2018

28. Consultation
and Surveys
Task
identification
Content
design
“Beta
release”
Full release
Testing the structure
@PoliceDigiServ | @SFWebDigital | #DEX2018

29. Consultation
and Surveys
Task
identification
Content
design
“Beta
release”
Full release
Content design
@PoliceDigiServ | @SFWebDigital | #DEX2018

30. Consultation
and Surveys
Task
identification
Content
design
“Beta
release”
Full release
Iterate, test and learn
@PoliceDigiServ | @SFWebDigital | #DEX2018

31. Consultation
and Surveys
Task
identification
Content
design
“Beta
release”
Full release
We’d only just started
@PoliceDigiServ | @SFWebDigital | #DEX2018

32. So what difference has it made?
@PoliceDigiServ | @SFWebDigital | #DEX2018

34. “I just had to try and remember how to order
replacement uniform. I put ‘uniform orders’ in the
search section and it told me exactly what I needed to
know!”

35. “This is saving me so much time!”

36. “Lets all grow up a bit here, not all of us want a
work based Facebook account”

37. “I thought it was going to be sh*t……..it wasn't”

38. @PoliceDigiServ | @SFWebDigital | #DEX2018

39. @PoliceDigiServ | @SFWebDigital | #DEX2018

40. @PoliceDigiServ | @SFWebDigital | #DEX2018
Examples
• Team room collaboration internally and being extended to regional police forces
• Access to partner agency emergency hotline numbers from the field – previously had to radio in
• Increase in self service has reduced pressure on departments

41. 12 months on…
how Pocketbook still isn’t
@PoliceDigiServ | @SFWebDigital | #DEX2018

42. @PoliceDigiServ | @SFWebDigital | #DEX2018

43. People are looking for it
Team room
@PoliceDigiServ | @SFWebDigital | #DEX2018
This needs to go on Pocketbook
Why?
I want people to know about it
Speak to Internal
Communications
News
Blog
How many and how often?
What evidence do we have?
Consult with users on labelling
and location
Task page Team room
Not published
Not published
PUSH PULL

44. Team blog:
https://policedigital.services/
@PoliceDigiServ | @SFWebDigital | #DEX2018