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Sanjay Poyzer
Service Designer

Government Digital Service

@sanjaypoyzer
Scaling public
service design
GDSGDS
We still have a long
way to go
GDSGDS
You can’t buy a house without
paying someone to help you
GDSGDS
A licence can cost more to
administer than the fine you 

get if you don’t have it
GDSGDS
You can be stopped up to 14 times
by different people at the UK border
if you’re importing something
GDS
Policy Strategy
Operations
Digital TechnologyData
Evidence
GDS
GDS
HMRC
DWP
HO
FO
DH
MOJ
DfT
DfE
DCLG
BEIS
DEF
GDS
GDSGDS
Develop a medical condition 

and stop working
3 departments
GDSGDS
Import or export something
4 departments
GDSGDS
Start a business
9 departments
GDS
Services should
shape government,
not the other way
around
‘So when will
you be done?’
GDSGDS
Inclusive
Adaptable
Built for users
1.
Design something
the future can use
GDSGDS
GOV.UKGOV.
UK Notify
GOV.UK Notify GOV.UK GOV.UK Pay
Registers GOV.UK Verify GOV.UK PaaS
2.
Build communities
GDSGDS
GDSGDS
3.
Enable the network
GDSGDS
GDSGDS
4.
Standardise
don’t centralise
GDSGDS
GDSGDS
GDSGDS
5.
Understand how
well you’re doing
GDSGDS
6.
Make things open
GDSGDS
GDSGDS
7.
Be critical
GDSGDS
GDSGDS
Technology shows you what 

can be done

Design shows you what 

should be done
Government is
hiring designers
civilservicejobs.gov.uk
GDS
GDSGDS
GDSGDS
The blog
Designnotes.blog.gov.uk

Me
sanjay.poyzer@digital.cabinet-office.gov.uk
+sanjay.poyzer@digital.cabinet-
offi...
Thanks!
Sanjay Poyzer

@sanjaypoyzer
Scaling service design and the challenge of problem-caring – Sanjay Poyzer
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Scaling service design and the challenge of problem-caring – Sanjay Poyzer

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Delivering public services that truly meet user needs involves some big changes.

Published in: Design
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Scaling service design and the challenge of problem-caring – Sanjay Poyzer

  1. 1. 
 Sanjay Poyzer Service Designer Government Digital Service @sanjaypoyzer
  2. 2. Scaling public service design
  3. 3. GDSGDS
  4. 4. We still have a long way to go
  5. 5. GDSGDS You can’t buy a house without paying someone to help you
  6. 6. GDSGDS A licence can cost more to administer than the fine you 
 get if you don’t have it
  7. 7. GDSGDS You can be stopped up to 14 times by different people at the UK border if you’re importing something
  8. 8. GDS Policy Strategy Operations Digital TechnologyData Evidence GDS
  9. 9. GDS HMRC DWP HO FO DH MOJ DfT DfE DCLG BEIS DEF GDS
  10. 10. GDSGDS Develop a medical condition 
 and stop working 3 departments
  11. 11. GDSGDS Import or export something 4 departments
  12. 12. GDSGDS Start a business 9 departments
  13. 13. GDS Services should shape government, not the other way around
  14. 14. ‘So when will you be done?’
  15. 15. GDSGDS
  16. 16. Inclusive Adaptable Built for users
  17. 17. 1. Design something the future can use
  18. 18. GDSGDS
  19. 19. GOV.UKGOV. UK Notify GOV.UK Notify GOV.UK GOV.UK Pay Registers GOV.UK Verify GOV.UK PaaS
  20. 20. 2. Build communities
  21. 21. GDSGDS
  22. 22. GDSGDS
  23. 23. 3. Enable the network
  24. 24. GDSGDS
  25. 25. GDSGDS
  26. 26. 4. Standardise don’t centralise
  27. 27. GDSGDS
  28. 28. GDSGDS
  29. 29. GDSGDS
  30. 30. 5. Understand how well you’re doing
  31. 31. GDSGDS
  32. 32. 6. Make things open
  33. 33. GDSGDS
  34. 34. GDSGDS
  35. 35. 7. Be critical
  36. 36. GDSGDS
  37. 37. GDSGDS Technology shows you what 
 can be done Design shows you what 
 should be done
  38. 38. Government is hiring designers
  39. 39. civilservicejobs.gov.uk GDS
  40. 40. GDSGDS
  41. 41. GDSGDS The blog Designnotes.blog.gov.uk Me sanjay.poyzer@digital.cabinet-office.gov.uk +sanjay.poyzer@digital.cabinet- office.gov.uk I took out the communities links because they won't be able to join them
  42. 42. Thanks! Sanjay Poyzer @sanjaypoyzer

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