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Content
Conference
Manchester
#ConConMcr
Louise Downe
Head of Design for Government
Government Digital Service
@LouiseDowne
Service design is
the next challenge for
government
80% of the cost of
government
is spent on services
@louisedowne
60% of that cost is
spent on calls
and casework
@louisedowne
@louisedowne GDS
*
@louisedowne
The 8th most popular
service on GOV.UK
is a phone number
Reporting of Injuries, Diseases and Dangerous Occurrences
Regulations 1995 (RIDDOR)
Registrations for Knowledge Transfer N...
Google is the home
page to your service
@louisedowne
#GOOGLEFAIL
@louisedowne
Our services
weren’t designed for
the internet
@louisedowne
Sell a carLearn to
drive
@louisedowne
Buy a car
@louisedowne
Employ
someone
@louisedowne
Service patterns
It took me two
years to work out
what i needed to
look after
children
@louisedowne
A service is something
that helps someone to
do something
@louisedowne
Changing the way a
service looks won’t
fix this
New technology
won’t either
We need to rebuild
services from the
ground up
5 things
we’re doing to scale
service design
1.
Reducing complexity
Most of the time a
better service is a
more efficient service
@louisedowne
screen shot + what changed
@louisedowne @katyarnie
1. Passport
2. Photo
3. Employers letter
4. Letter of invitation
5. Bank deposit certificate
6. Bank statement
7. Property...
1. Passport
2. Photo
3. Employers letter
4. Letter of invitation
5. Bank deposit certificate
6. Bank statement
7. Property...
1. Passport
2. Photo
3. Employers letter
4. Letter of invitation
5. Bank deposit certificate
6. Bank statement
7. Property...
Reduced paper
documents sent by
25%
@louisedowne
2.
Building verbs
not nouns
40% of phone calls to
government are to
check “what to do”
@louisedowne
@louisedowne
@louisedowne
3.
Collaborating
in the open
Most services
involve more than
one department
@louisedowne
@louisedowne
4.
Building standards
and patterns together
Most standards are:
created once
from the center
untested
mostly wrong
@louisedowne
@louisedowne GDS@louisedowne GDS@louisedowne GDSGDS@louisedowne
700 contributors
updated daily
open to everyone
@louisedowne
Live policy
written in the open
@louisedowne
Cheaper to build
easier to improve
better public services
@louisedowne
5.
Building service
design teams
@louisedowne GDS@louisedowne GDS@louisedowne GDS@louisedowne
@louisedowne
Highest completion
rate in government
@louisedowne
Thanks!
ConCon Manchester: keynote
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ConCon Manchester: keynote

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Keynote: service design for GOV.UK
Louise Downe

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ConCon Manchester: keynote

  1. 1. Content Conference Manchester #ConConMcr
  2. 2. Louise Downe Head of Design for Government Government Digital Service @LouiseDowne
  3. 3. Service design is the next challenge for government
  4. 4. 80% of the cost of government is spent on services @louisedowne
  5. 5. 60% of that cost is spent on calls and casework @louisedowne
  6. 6. @louisedowne GDS * @louisedowne
  7. 7. The 8th most popular service on GOV.UK is a phone number
  8. 8. Reporting of Injuries, Diseases and Dangerous Occurrences Regulations 1995 (RIDDOR) Registrations for Knowledge Transfer Network (KTN)/connect access (MEMBERS) Request for a further search under section 17(6) or payment for a supplementary certificate under section 17(8)/Request for search (F9/F9A) Employer Ownership Pilot (EOP) Well Operations Notification System (WONS): consents and notifications Charity Letter Forwarding Service @louisedowne
  9. 9. Google is the home page to your service @louisedowne
  10. 10. #GOOGLEFAIL @louisedowne
  11. 11. Our services weren’t designed for the internet @louisedowne
  12. 12. Sell a carLearn to drive @louisedowne
  13. 13. Buy a car @louisedowne
  14. 14. Employ someone @louisedowne
  15. 15. Service patterns It took me two years to work out what i needed to look after children @louisedowne
  16. 16. A service is something that helps someone to do something @louisedowne
  17. 17. Changing the way a service looks won’t fix this
  18. 18. New technology won’t either
  19. 19. We need to rebuild services from the ground up
  20. 20. 5 things we’re doing to scale service design
  21. 21. 1. Reducing complexity
  22. 22. Most of the time a better service is a more efficient service @louisedowne
  23. 23. screen shot + what changed @louisedowne @katyarnie
  24. 24. 1. Passport 2. Photo 3. Employers letter 4. Letter of invitation 5. Bank deposit certificate 6. Bank statement 7. Property certificate 8. Marriage certificate 9. Retirement certificate 10. Family book (Hukou) 11. Business registration certificate 12. Car insurance 13. Certificate of relationship to parents 14. Utilities bills, P60 council tax bill @louisedowne
  25. 25. 1. Passport 2. Photo 3. Employers letter 4. Letter of invitation 5. Bank deposit certificate 6. Bank statement 7. Property certificate 8. Marriage certificate 9. Retirement certificate 10. Family book (Hukou) 11. Business registration certificate 12. Car insurance 13. Certificate of relationship to parents 14. Utilities bills, P60 council tax bill @louisedowne
  26. 26. 1. Passport 2. Photo 3. Employers letter 4. Letter of invitation 5. Bank deposit certificate 6. Bank statement 7. Property certificate 8. Marriage certificate 9. Retirement certificate 10. Family book (Hukou) 11. Business registration certificate 12. Car insurance 13. Certificate of relationship to parents 14. Utilities bills, P60 council tax bill @louisedowne
  27. 27. Reduced paper documents sent by 25% @louisedowne
  28. 28. 2. Building verbs not nouns
  29. 29. 40% of phone calls to government are to check “what to do” @louisedowne
  30. 30. @louisedowne
  31. 31. @louisedowne
  32. 32. 3. Collaborating in the open
  33. 33. Most services involve more than one department @louisedowne
  34. 34. @louisedowne
  35. 35. 4. Building standards and patterns together
  36. 36. Most standards are: created once from the center untested mostly wrong @louisedowne
  37. 37. @louisedowne GDS@louisedowne GDS@louisedowne GDSGDS@louisedowne
  38. 38. 700 contributors updated daily open to everyone @louisedowne
  39. 39. Live policy written in the open @louisedowne
  40. 40. Cheaper to build easier to improve better public services @louisedowne
  41. 41. 5. Building service design teams
  42. 42. @louisedowne GDS@louisedowne GDS@louisedowne GDS@louisedowne
  43. 43. @louisedowne
  44. 44. Highest completion rate in government @louisedowne
  45. 45. Thanks!

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