focusing organisations - uxtulevikku.ee · kate tarling @kateldn focusing organisations. 10,000...

Kate Tarling @kateldn

Focusing organisations

10,000 services 25 departments 418,000 people

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•  Import or export something •  Start a business •  Get married •  Stop working •  Get a passport •  See a doctor •  Visit the UK •  Become a UK citizen

Sometimes we work on really great things. Other times we question if the work we’re doing will be successful.

A digital experience platform to replace an unstable content management system (that places users at the heart)

Solving the symptoms and not the root causes

Making digital versions of what was there before

Not prioritising what real world actually users need

Not designing things end to end, as users would think of it

Creating huge change programmes, without considering outcomes for all

https://www.newyorker.com/magazine/2018/11/12/why-doctors-hate-their-computers

Change is often still described in terms of predetermined technology programmes

API to FRS database Digital streaming project Data analytics tools Casework management systems Biometrics programme Refresh office IT equipment Outsource front end services Website and CRM system A customer engagement platform Single online portal Management dashboard Licencing system

Inwardly focused: what things should we build, buy or outsource?

Inwardly focused: what things should we build, buy or outsource? Outwardly focused: what are we trying to solve or achieve? How are we performing in this? How does what we do, build or buy relate to this?

What does it look like when we focus on outcomes and real world performance?

@kateldn https://www.peekvision.org/

@kateldn

Understand what’s needed and what high performance means in this context Anticipate this for both users and providers Don’t try to solve everything Allow for ongoing effort to reach outcomes Do the hard work to make it easier to change

One of the biggest unnecessary public service costs for the UK tax payer is bad service design

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The department for driving, spends €30 million per year on ‘how do I…?’ phone calls

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Used 800,000 times in 15 weeks

“Alexa, book my driving test.”

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“Most of government is mostly service design most of the time” Matt Edgar, Head of Design, NHS, UK

How do we shape things to have a better chance of being good, rather than just being?

Have a shared definition of success

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The UK passport office What it exists to do Provide a secure way for British citizens to be identified when travelling between countries Service Getting citizens secure passports, that work where and when needed, in time for when they need them

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Defining successful outcomes for: Users Security and risk experts UK border control Immigration in all other countries The travel and transport industries Suppliers Partners

Clearly identify what organisations do and why

@kateldn https://hodigital.blog.gov.uk/2018/06/07/creating-a-list-of-services/

Understand what good looks like for services

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There are common public service types

Get permission to do somethingRegister information / tell government

Prove, share or check somethingGet identity or permission document

Request or claim something

Get help with something

Move something or someoneBeing subject of enforcement action

Find out what to do when…Become something

Pay something

Start something

Find out Choose Act Decide Fulfil Use Comply

And there are common stages for each type of

service

Find out Choose Act Decide Fulfil Use Comply

Users know about it, find the right service and understand what to do next - or rule themselves out

Find out Choose Act Decide Fulfil Use Comply

Users know about it, find the right service and understand what to do next - or rule themselves out

We make a fair, fast and evidence-based decision, which users understand, in time for when they need it

Find out Choose Act Decide Fulfil Use Comply

Users know about it, find the right service and understand what to do next - or rule themselves out

We make a fair, fast and evidence-based decision, which users understand, in time for when they need it

•  Effort of finding information•  Accuracy rates in options

chosen•  Confidence levels•  How long it takes for the

organisation to make updates

•  Time to process individual applications

•  Proportion of applications we can’t process first time

•  Cumulative time taken to give user the decision

Find out performance of services

How many people should or could be using? How many are aware that they can or should do something? How many are actually doing something about it? How many find their way to the service? How many get through all the stages? How much time and effort does it take for the user? For the provider? Is performance lower for any group? Where do we see confusion, failure, drop-offs, support costs? Are there parts acknowledged to be bad? What would be the best way to get to a successful outcome?

Details on these questions here: goo.gl/Dh2gGU

@kateldn

Find out Choose Act Decide Fulfil Use Comply

This is for example only. It does not use real numbers or details.

Invest in progress towards service outcomes

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Portfolio management for services

Find out Choose Act Decide Fulfil

User finds the service and knows what to do

Ruled self out or made right choice of what to apply for

Applied correctly, providing the right information

A fair, fast evidence-based decision in time to travel

Get decision, know and understand entitlements

Choose a visa on GOV.UK

‘Find out’ project • Reduce confusion about options ‘Choose’ project • Increase right choice of visa

Common data initiatives

All stages where a user is identified • Lowered operating costs (labour opex, data storage solution costs, overhead around data storage & use) • Lower internal error rate in decision-making and data custodianship

In summary

1.  Have a shared definition of success 2.  Clearly identify what organisations

do and why 3.  Understand what good looks like 4.  Find out performance of services 5.  Invest in progress towards service

outcomes

Keep going

Thanks for listening More details and examples here: goo.gl/Dh2gGU Kate Tarling @kateldn