digitising government-2
TRANSCRIPT
Paul ShetlerDigitising MOJ
What people’s expectations of digital usually are
Hard to find and understand the claim forms he needed
Made simple mistakes on the court submission that cost him six weeks and £175 because the judge threw the case out
Long delays waiting for the post
Source: MOJ Digital User Research
Bill, 67Civil Claimant
Bill’s experience with MOJ was frustrating and wasteful
We’re improving the way that people access justice when they are at their most vulnerable
Delivery/iteration beats perfectionService redesign needs policyThere’s a lot to do - divide the labourYou’re nowhere without in-house capability
Four things I learnt
Products not projectsUsers not customersPeople not profitsShow don’t tellDeliver in 20 weeks or less
What’s different in government?
What we’re delivering
Serving the needs of users associated with:
16products
Courts
Prisons
Legal Aid
Office of the Public Guardian
Government as a PlatformDeeper digital inclusionUser journeys across Justice
Next
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