Putting people at the heart of government – Anna Wojnarowska, GDS
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Anna Wojnarowska is a user researcher at Government Digital Service (GDS) where she specialises in IT transformation for the British government. For the past two years she has been working within the Cabinet Office conducting ethnographic investigations on the daily lives and work practices of civil servants in order to make government services faster, clearer and simpler. She worked with the Home Office and related organisations on national security.
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Putting people at the heart of government – Anna Wojnarowska, GDS
- 1. Anna Wojnarowska User Researcher Government Digital Service
- 2. Cabinet Office Efficiency and Reform Group Government Digital Service
- 3. Within GDS
- 6. My part of GDS
- 7. 1. What’s the need 2. Our approach 3. Findings and lessons Today
- 8. Government IT spending sums up 1-2% of GDP(*) (*) Liam Maxwell, Better for Less, January 2014 1. What’s the need
- 14. Civil servants are users too 2. Our approach
- 17. Agile
- 18. Agile
- 19. Agile
- 20. Agile
- 21. Build empathy Break artificial divisions Make it useful 2. Our approach
- 22. Build empathy
- 23. Build empathy
- 25. Out and About Out and About staff are often on the move around the country without access to the facilities of an office environment or mobile technology. They frequently conduct field work in all manner of environments including unknown locations, and often keep in touch with their wider team by telephone. When in the field they may interact with the public, and often have to access and capture information instantly. They collaborate with a wide variety of people both internal and external to the department as part of investigations or as partners in fieldwork activities. Their use of line of business applications can be limited, but they are heavy users of standard productivity tools and often have a requirement for more specialist programs. I start my computer and dongle thing in my car when I’m on the way to a visit, in the hope that it is working by the time I get there “ “ Immigration Officer Way of working RecommendationsPain points User needs Access to devices that are durable and have extended battery life Reliable method of recording, transferring and sharing audio-visual data Data storage capability that is accessible on the go Capture, access, edit and share audio-visual data with both colleagues and external collaborators Reliable connection to the network when in the field (anywhere in the UK) Ability to reach team and individuals and share work findings irrespective of location Lack of availability and poor suitability of current mobile devices Lack of network connectivity in the field (using own phone to complete work activities) Current system is too closed to connect with required peripherals and incompatible with Interact with the public, suppliers, external stakeholders, other government departments and staff throughout the Home Office No heavy use, but some roles may routinely access and update business data especially when on the go Constantly on the move or frequently performing fieldwork in wide-ranging known and unknown locations Heavy use of standard productivity tools and usage of more specialist applications (eg. media file manipulation) No need to access any information above OFFICIAL barring exceptional circumstances Need to record and access information on the spot - either all the time or during field work activities Mobility Interactions Time criticality Off the shelf applications Line of business applications Security classification C C B B B A Standard More advanced Highly advanced A B C Break artificial divisions
- 26. Make it useful
- 27. Behind the scenes Out and aboutSpeedy checkersOffice everywhere Technologist Always onFront of house Make it useful
- 28. Behind the scenes Out and aboutSpeedy checkersOffice everywhere Technologist Always onFront of house 24.5% 21.8% 16.2% 7.5% 4.7% 0.8% 24.5% Make it useful
- 29. Mobility or flexibility? Look holistically Tailor innovation Develop skills “It’s more than a device” 3. Findings and lessons
- 33. Develop skills Joining Being Civil Servant Development Leave job description application process competen cies security checks no contract induction collaborati on no mobile working IT systems specialist software printing rooms booking travel booking outdated hardware document ation access networking claiming expenses knowledg e repository learning record moving across dept specialist training competen cies appraisal process promotion feedback pension happy sad Diagram prepared by Katya Lakshtanova, Digital Tools for Civil Servants, 2015
- 34. “It’s more than a device”
- 35. Anna Wojnarowska User Researcher Government Digital Service