1 Hello

Explain MOJ, creation of Digital, brief history

many services, mostly sub million transaction level, multi-agency environment

Explain “service manager” ref digital by default service manual defn

2 Typical service delivery in Govt means lots of paper. Paper posted in, passed between teams and filed for reference. Often printed and retyped, sometimes more than once

Some use of databases for reference, eg the colour coding on the files

3 An example of the sort of paper that exists This was a prison visit booking form, there where many versions and many versions of the process used to handle them. !Prison visit booking was the first system I made digital. putting this form online was not the goal

4 Visiting prisons and talking to prisoners, visitors and staff was a hugely important aspect of the work. We wanted to make booking a “digital” activity, not just build a website. !That means, as many of you know, changing the whole process, so we became experts in the user needs of these groups and the management concerns around the process, so that we could offer a different approach paper based process, shifting to digital, what and where to change, which processes disappear, how to reassure and explain change !whole service, importance of working with existing business change

5

6 why all the “non-users” people talk, this is culture change! !Explain the diagram and how the change in focus from upfront defining requirements to user centred design benefits everyone, but requires some delegation and forces collaboration and trust !existing business is very used to top model lower model requires bit of a step into the dark for them, they need reassurance early delivery and their involvement in the iteration cycles helps to build trust

7 The big picture view of the area I work in, useful to understand how it all links

PVB is in the Prison Service box

Jury is inside the HMCTS box

Make a Plea is before the HMCTS box

8 GMP are the prosecutor, so they initiate the case, we need them to add to their process so that we can get people to a website to make a plea allows us to explore if reducing attendance at court is realistic, primarily allows us to get more pleas prior to hearing

9 Initial team did a great job of exploring the problem space, The Blue is court activity - The grey is police

S172 is a good intervention point, but police managed

the Postal Requisition Pack is the smallest useful intervention point, it’s a point of handover

10 driving without a full license model of his anxiety and his understanding of the paperwork it’s quite a confusing and stressful experience for him

11 the final insert - explain process for inserting these in pack and how the public get to the website

12 important to understand the context of the process you are changing

especially important in multi-agency engagements