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Louise Downe: Scaling Service Design in government - A new approach to service design in large organisations

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Like in many countries, the UK government is the nation’s oldest and largest service provider. Most people who work in government are involved, in some way, in delivering services. Everyone wants to help make the best service they can. But the very structure of government often works against them. Government is vast - and old. It is set up in siloes. It isn’t set up to deliver services. The challenge in government isn’t in convincing people of the value of service design. Or the value of building things for users. The challenge is linking people up so that they can work together and deliver joined-up end-to-end services that can be sustained over time. In this talk we’ll show how the approach of GDS and others to service design has changed over the past 5 years to tackle the next challenge for service design - scale and sustainability.

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Louise Downe: Scaling Service Design in government - A new approach to service design in large organisations

  1. 1. Louise Downe Director of Design & Standards Government Digital Service @LouiseDowne
  2. 2. 10 years of SDN Global
  3. 3. GDSGDS A lot has changed @Louisedowne
  4. 4. Service design has gone through 3 phases
  5. 5. GDSGDS 1. Legitimacy 2. @Louisedowne
  6. 6. GDSGDS 1. Legitimacy 2. Definition 3. @Louisedowne
  7. 7. GDSGDS 1. Legitimacy 2. Definition 3. Delivery @Louisedowne
  8. 8. Tip: Don’t bother with 1 & 2
  9. 9. GDSGDS
  10. 10. GDSGDS But i’m not here to talk about that @Louisedowne
  11. 11. GDSGDS What happens after phase 3? @Louisedowne
  12. 12. GDSGDS
  13. 13. GDSGDS
  14. 14. GDSGDS
  15. 15. GDSGDS ‘The reconditioning and re-designing public utility services’ Design Research Unit @Louisedowne
  16. 16. GDSGDS
  17. 17. The world isn’t going to stop for us
  18. 18. The pace of technology has outstripped the speed of design
  19. 19. GDSGDS@Louisedowne
  20. 20. GDSGDS@Louisedowne 3 days to build a kitchen 2 months to get planning permission
  21. 21. We live in a world where tiny decisions affect millions of people
  22. 22. GDSGDS@Louisedowne
  23. 23. GDSGDS@Louisedowne 2% of flights 400K people
  24. 24. Service design isn’t just about the capacity of one designer to design a service
  25. 25. Service design needs to focus on the ability of an organisation to deliver and maintain a service over time
  26. 26. GDSGDS 1. Legitimacy 2. Definition 3. Delivery 4. Scale and sustainability @Louisedowne
  27. 27. GDSGDS Government is the oldest and largest service provider in the UK @Louisedowne
  28. 28. GDS helps government to work better for users
  29. 29. GDSGDS “Government isn’t meeting the needs of users” @Louisedowne
  30. 30. GDSGDS £3.5 billion saved @Louisedowne
  31. 31. GDSGDS €3.9 billion saved @Louisedowne
  32. 32. We still have a long way to go
  33. 33. GDSGDS You can’t buy a house without paying someone to help you @Louisedowne
  34. 34. GDSGDS A licence can cost more to administer than the fine you get if you don’t have it @Louisedowne
  35. 35. GDSGDS You can be stopped up to 14 times by different people at the UK border if you’re importing something @Louisedowne
  36. 36. GDSGDS 20% of UK GDP is spent on public services @Louisedowne
  37. 37. GDSGDS 80% of the cost of government is spent on services @Louisedowne
  38. 38. GDSGDS 60% of that cost is spent on calls and casework @Louisedowne
  39. 39. Reporting of Injuries, Diseases and Dangerous Occurrences Regulations 1995 (RIDDOR) Registrations for Knowledge Transfer Network (KTN)/connect access (MEMBERS) Request for a further search under section 17(6) or payment for a supplementary certificate under section 17(8)/Request for search (F9/F9A) Employer Ownership Pilot (EOP) Well Operations Notification System (WONS): consents and notifications Charity Letter Forwarding Service @louisedowne GDS@Louisedowne
  40. 40. GDS
  41. 41. GDSGDS Google is the home page to your service @Louisedowne
  42. 42. GDSGDS #GOOGLEFAIL @Louisedowne
  43. 43. GDSGDS Our services weren’t designed for the internet @Louisedowne
  44. 44. GDSGDS Our government wasn’t designed for the internet @Louisedowne
  45. 45. GDSGDS@Louisedowne
  46. 46. HMRC DWP HO FO DH MOJ DfT DfE DCLG BEIS DEF GDS@Louisedowne
  47. 47. Policy Strategy Operations Digital TechnologyData Evidence GDS@Louisedowne
  48. 48. GDSGDS Develop a medical condition and stop working 3 departments @Louisedowne
  49. 49. GDSGDS Import or export something 4 departments @Louisedowne
  50. 50. GDSGDS Start a business 9 departments @Louisedowne
  51. 51. GDS Services will shape government, not the other way around
  52. 52. Transformation is never ‘done’
  53. 53. Design for constant change
  54. 54. GDSGDS
  55. 55. GDSGDS 10 things to think about @Louisedowne
  56. 56. 1. Hire designers and build communities
  57. 57. GDSGDS 10 heads of design 800 designers across government @Louisedowne
  58. 58. GDSGDS + 2,000 content designers + 700 user researchers @Louisedowne
  59. 59. GDSGDS Change picture
  60. 60. GDSGDS
  61. 61. GDSGDS
  62. 62. 2. Standardise don’t centralise
  63. 63. GDSGDS
  64. 64. GDS
  65. 65. GDSGDS
  66. 66. GDSGDS
  67. 67. GDSGDS
  68. 68. 3. Enable the network
  69. 69. GDSGDS
  70. 70. GDSGDS
  71. 71. GDSGDS
  72. 72. GDSGDS
  73. 73. 4. Design something the future can design
  74. 74. GDSGDS
  75. 75. GDSGDS
  76. 76. 5. Get your hands dirty
  77. 77. GDSGDS
  78. 78. 6. Design it forward
  79. 79. GDSGDS
  80. 80. GDSGDS
  81. 81. GDSGDS
  82. 82. 7. Understand how well you’re doing
  83. 83. GDSGDS
  84. 84. 8. Enable people to work together
  85. 85. GDSGDS
  86. 86. GDSGDS + 2,000 content designers + 700 user researchers + 600 designers
  87. 87. GDSGDS 3300 people in user centred design 500,000 civil servants
  88. 88. GDSGDS 0.66% of the civil service
  89. 89. POLICY CYCLE DELIVERY CYCLE GDS
  90. 90. 9. Create alternative structures of power
  91. 91. GDS
  92. 92. 10. Be critical
  93. 93. GDSGDS
  94. 94. GDSGDS Technology shows you what can be done Design shows you what should be done
  95. 95. Government is hiring designers
  96. 96. GDSGDS https://designnotes.blog.gov.uk/ https://www.gov.uk/service-manual/comm unities/design-community https://www.gov.uk/service-manual/comm unities/user-research-community louise.downe@digital.cabinet-office.gov.uk
  97. 97. GDSGDS
  98. 98. Thanks! Louise Downe Government Digital Service @LouiseDowne

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