Talk given in Manchester for World IA Day on 24th Feb 2018.
The Home Office, like the rest of the UK government, is involved in a huge effort to modernise service delivery in line with the possibilities offered by the internet and the digital age.
Our role is to re-imagine how we might deliver fundamental public services through digital channels. But millions of working age adults have never used the internet. How will they interact with the government of the future?
Digital inclusion at the Home Office: building services for all
1. Digital, Data and Technology
Digital inclusion at the Home Office:
building services for all
Katy Arnold
Head of User Research
Home Office Digital, Data and Technology
@katyarnie
2. Digital, Data and Technology
Hello.
I work in government in
the 21st century
24. Digital, Data and Technology
Find out Choose & act Decide Issue or fulfill Use & comply Enforce
Understand options,
how to do something
Decide, apply or request
something
Check identity, suitability
and eligibility
Notify of a decision and
issue something
Do the things I need to
do, meet the rules
Identify cases and
decide intervention
User
People know if they
need to do something
and what the options
are
They know the right
thing to do and what to
do next
They feel confident
about what to do and
how to do it
User
People actually do the
right thing or have
(correctly) ruled
themselves out
Service provider
Organisation gets the
right data it needs to
make a decision
User
People are clear about
what is happening and
when
Service provider
Organisation is able to
make a decision in line
with evidence and
policy
User
People understand
what the decision
means, what they can
and can’t do. They get
the decision in time
Service provider
Issue permission and/or
token of entitlement.
This entitlement can be
checked by others
where appropriate
User
People can do what
they need to do and
know how to meet the
rules for this service
Service provider
Records of status and
entitlement are accurate
and up to date,
entitlement can be
checked by others
Policy
Understand the impact
of policy decisions and
the extent to which
we’re achieving policy
outcomes
User
People know if they are
complying with rules or
not and what is likely to
happen if they are not
Service provider
Identify cases of rule or
law breaking, determine
appropriate action and
take steps
Policy
Understand the impact
of policy decisions and
the extent to which
we’re achieving policy
outcomeshttps://hodigital.blog.gov.uk/2017/08/04/what-we-mean-by-service-outcomes-and-measurement/
25. Digital, Data and Technology
This is all great work, but we
noticed a problem...
26. Digital, Data and Technology
10% of adults have never
used the internet
Source: ONS, 2017
27. Digital, Data and Technology
64% of those do not see the
point
Source: ONS, 2017
63. Digital, Data and TechnologySource: New York Times Source: Govtech
Source: Govtech
64. M. Weiser, “The Computer for the 21st Century,” Sci- entific Am., Sept., 1991
65. Digital, Data and Technology
“My
colleagues
and I have
built what we
call tabs, pads
and boards…”
66. Digital, Data and Technology
Could ubiquitous computing
eliminate digital exclusion?
67. Digital, Data and Technology
73% of adults are mobile
77% bought goods or services
Source: ONS, 2017
68. Digital, Data and Technology
Ubiquitous computing is an
infrastructure vision
69. Digital, Data and Technology
91% of have the option of
superfast broadband
4 in 10 have bought superfast
connections
Full fibre only available to 3%
Source: Ofcom, 2017
70. Digital, Data and Technology
10% do not have internet access
18% NE
16 % Wales
11% NW
6% London and SE
Source: ONS, 2017