Hello GDS GDS @Louisedowne GDS GDS @Louisedowne GDS GDS - PowerPoint PPT Presentation

Hello

GDS GDS @Louisedowne

GDS GDS @Louisedowne

GDS GDS @Louisedowne

We do the hard work to make public services simple

We’ve come a long way in 4 years GDS GDS @Louisedowne

2015 - 115 designers GDS GDS @Louisedowne

10% graphic design 90% interaction design GDS GDS @Louisedowne

2018 - 950 designers GDS GDS @Louisedowne

10% graphic design 40% interaction design 50% service design GDS GDS @Louisedowne

£3.5 billion saved GDS GDS @Louisedowne

3.31 billion transactions every year GDS GDS @Louisedowne

Government is the oldest and largest service provider in the UK

10k services

100% of users 100% of the time

GDS GDS @Louisedowne

GDS GDS @Louisedowne

Most of government is mostly service design most of the time GDS GDS @Louisedowne

418,343 civil servants GDS GDS @Louisedowne

0.2% of the civil service are designers

We still have a long way to go

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 GDS @Louisedowne @louisedowne

GDS @Louisedowne

The 8th most popular service on GOV.UK is a phone number

1/3rd of UK GDP is spent on public services GDS GDS @Louisedowne

80% of the cost of services is spent on services GDS GDS @Louisedowne

60% of that cost is spent on calls and casework GDS GDS @Louisedowne

40% of those calls are to check how to do something GDS GDS @Louisedowne

So how does service design deal with this kind of scale?

1. Legitimacy 2. GDS GDS @Louisedowne

1. Legitimacy 2. Definition 3. GDS GDS @Louisedowne

1. Legitimacy 2. Definition 3. Delivery GDS GDS @Louisedowne

1. Legitimacy 2. Definition 3. Delivery GDS GDS @Louisedowne

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No one cares what design is when you’re doing good work GDS GDS @Louisedowne

But that’s not what I’m here to talk about GDS GDS @Louisedowne

What happens after phase 3? GDS GDS @Louisedowne

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‘The reconditioning and re-designing public utility services’ Design Research Unit GDS GDS @Louisedowne

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Service design isn’t just about the capacity of one designer to design a service

Service design needs to focus on the ability of an organisation to deliver and maintain a service over time

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Second generation service design

1. Legitimacy 2. Definition 3. Delivery 4. Scale and sustainability GDS GDS @Louisedowne

Start with the basics

Second generation service design

Second generation service design

Service design is the design of services

If you design with a material, you should understand how it works GDS GDS @Louisedowne

All service designers should be able to code GDS GDS @Louisedowne

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Fix the boring problems first

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Your infrastructure defines your service

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DVLA spend £19M a year answering ‘How do I… ?’ phone calls GDS GDS @Louisedowne

A quarter of their casework is caused by users filling in the wrong form GDS GDS @Louisedowne

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Used 800,000 times in 15 weeks GDS GDS @Louisedowne

Design something the future can design

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A service is only as strong a it’s weakest link

Import or export something 4 departments GDS GDS @Louisedowne

Start a business 9 departments GDS GDS @Louisedowne

Develop a medical condition and stop working 3 departments GDS GDS @Louisedowne

GDS GDS @Louisedowne

DWP DCLG HMRC HO BEIS DfE MOJ DEFRA FO DH DfT GDS @Louisedowne

Strategy Evidence Policy Operations Digital Data Technology GDS @Louisedowne

Services will shape government, not the other way around

Organisational change is a privilege

The three biggest barriers to collaboration are money , time and access to data GDS GDS @Louisedowne

Change means giving the privilege you have to others GDS GDS @Louisedowne

@louisedowne GDS

Our services are only as strong as the community that upholds them

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Digital Service Standard GDS @Louisedowne

Digital Service Standard Government Service Standard GDS @Louisedowne

10k people trained every year GDS GDS

30 community events every year GDS GDS

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All design is political

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Technology shows you what can be done Design shows you what should be done GDS GDS @Louisedowne

The pace of technology has outstripped the speed of design

Come to one of our show and tells https://goo.gl/aax16i GDS GDS @Louisedowne

We’re hiring (obvs)