Lessons learned as a Government (deputy) CTO James Stewart - - - PowerPoint PPT Presentation

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Lessons learned as a Government (deputy) CTO James Stewart - - - PowerPoint PPT Presentation

Feb 18, 2023 25 likes •731 views

Lessons learned as a Government (deputy) CTO James Stewart - YOW!West 2017 @jystewart GDS Revolution, not evolution That became the UK No more than seven words per line I w Government Minimum font size of 36pt Digital Service

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Lessons learned as a Government (deputy) CTO

James Stewart - YOW!West 2017 @jystewart

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GDS

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Revolution, not evolution

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@jystewart

No more than seven words per line

Minimum font size of 36pt

I w

That became the UK Government Digital Service

@jystewart

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GDS

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We joined forces with the technology reform team, gaining spend controls

@jystewart

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GOV.UK 25 redesigned services GOV.UK Verify, Pay, Notify Assisted digital support Digital skills in government Digital Marketplace Better, cheaper technology Saved billions

GDS @jystewart @jystewart

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https://www.gov.uk/design-principles & https://www.flickr.com/photos/psd/9120523574/

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@jystewart

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@jystewart

No more than seven words per line

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U.S. Digital Services Playbook

The American people expect to interact with government through digital channels such as websites, email, and mobile applications. By building better digital services that meet the needs of the people that use our services, we can make the delivery of our policy and programs more effective. Today, too many of our digital services projects do not work well, are delivered late, or are over budget. To increase the success rate
  • f these projects, the U.S. Government needs a new approach. We
created a playbook of 13 key “plays” drawn from successful best practices from the private sector and government that, if followed together, will help government build effective digital services. SEE THE PLAYS HELP IMPROVE THIS CONTENT

DIGITAL SERVICE PLAYS

  • 1. Understand what people need
  • 2. Address the whole experience, from start to finish
  • 3. Make it simple and intuitive
  • 4. Build the service using agile and iterative practices
  • 5. Structure budgets and contracts to support delivery
  • 6. Assign one leader and hold that person accountable

Information and services

Govt.nz

Connecting you with government information and services Government A-Z Government A-Z Information and services Information and services About Go About Go Search govt.nz ! We've rebuilt newzealand.govt.nz - tell us what you think Births, deaths, marriages Certificates, ID, wills, relationships, name change, pregnancy, divorce. Citizenship and immigration Residency, visas, work and study in NZ. Community, arts and sport Tramping and camping, funding, fishing and volunteering. Consumer rights Consumer disputes, complaints, scams and fraud. Crime, law and justice Jury, fines, prison and neighbourhood issues. Driving and transport Driver licences, tickets and fines, WOFs and registration. Education and training School terms, special education, student loans and apprenticeships. Emergencies and disasters Civil defence alerts and emergency planning. Environment and climate Conservation, daylight saving, natural resources and weather. Health Public funded healthcare, GPs, children's health. History, culture and heritage Historical records, Māori culture, family history. Housing and property Buying, selling, renting, renovating and building. Internet, media and communication TV and radio, online security, advertising. Money, benefits and tax Financial help, NZ Super, paying tax and KiwiSaver. Parliament and politics Parliament and elections,
  • fficial information requests
and have your say. Passports, travel and tourism Visit NZ, go overseas to visit
  • r live.
Work and jobs Holidays and time off, paying ACC, redundancy and working for yourself. Rules reduction The Rules Reductio looking at updating property rules in Ne Compliance Ma small business If you’re a small bu you can manage al compliance require new tool from busin New duty free rules cigarettes and to The limit for duty fr An official website of the United States Government

f

Building the 21st century digital government.

Part of a global movement working for open, digital government

@jystewart @jystewart

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@jystewart

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Digital transformation is a big deal

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We saved £3.56 billion over three years

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but we started with a prototype of a website

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GDS

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@jystewart

GOV.UK did many things

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@jystewart

Simpler, clearer, faster for users, with savings and efficiencies for government

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@jystewart

It demonstrated that a different model of delivery was possible

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@jystewart

It showed government could work together, across silos

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@jystewart

It energised a group of people inside and

  • utside government
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@jystewart

It started to generate data to deepen (and challenge) our insights

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@jystewart

It let us work from the

  • utside in
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Show don’t tell.

(the formal strategy came later)

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@jystewart

No more than seven words per line Minimum font size of 36pt

GDS GDS GDS @jystewart

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@jystewart

1. Understand user needs 2. Do ongoing user research 3. Have a multidisciplinary team 4. Use agile methods 5. Iterate and improve frequently 6. Evaluate tools and systems 7. Understand security and privacy issues 8. Make all new source code open 9. Use open standards and common platforms

  • 10. Test the end-to-end service
  • 11. Make a plan for being offline
  • 12. Make sure users succeed first time
  • 13. Make the user experience consistent with

GOV.UK

  • 14. Encourage everyone to use the digital

service

  • 15. Collect performance data
  • 16. Identify performance indicators
  • 17. Report performance data on the

Performance Platform

  • 18. Test with the minister

https://www.gov.uk/service-manual/service-standard

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@jystewart

1. Understand user needs 2. Do ongoing user research 3. Have a multidisciplinary team 4. Use agile methods 5. Iterate and improve frequently 6. Evaluate tools and systems 7. Understand security and privacy issues 8. Make all new source code open 9. Use open standards and common platforms

  • 10. Test the end-to-end service
  • 11. Make a plan for being offline
  • 12. Make sure users succeed first time
  • 13. Make the user experience consistent with

GOV.UK

  • 14. Encourage everyone to use the digital

service

  • 15. Collect performance data
  • 16. Identify performance indicators
  • 17. Report performance data on the

Performance Platform

  • 18. Test with the minister

https://www.gov.uk/service-manual/service-standard

Do you know what to do? Are you serious about it? Are you seeking feedback? Can you make it better?

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@jystewart

“How do I make that pink?”

  • Ben Terrett, so many times
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Start small, focus on users, build trust through delivery

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Make things open, it makes things better

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We made a big splash by committing to open source code and open standards

things Make

  • pen,

it makes things better

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Openness is about so much more than source code

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@jystewart

High performing teams have autonomy

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@jystewart

Autonomous teams thrive in an open culture

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He made it beautiful

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GDS @jystewart

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https://www.gov.uk/design-principles / https://www.flickr.com/photos/psd/9120523574/

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Openness is about transparency of values and principles

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@jystewart

“The James Branch”

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Openness is about accepting challenge

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@jystewart

"Blame the process, not the people"

  • W Edwards Deming
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@jystewart

It’s time to go beyond “the andon cord”

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Openness is about participation

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Everyone must know why the work matters & what matters about the work

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Moving security out

  • f the square of

despair

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GDS

Unclassified Protect Restricted Confidential Secret Top Secret IL0 IL1 IL2 IL3 IL4 IL5 IL6

& &

baseline control set, accreditation, assurance, SIRO, RMADS, IAO, GPG, CIAN, PGA, CLAS, (business) impact level

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GDS @jystewart

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@jystewart

We’d quietly been building relationships and finding a different way

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@jystewart

We’d been learning to talk in the language of “risk”

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@jystewart

Working with others who had come to the same conclusions by different routes

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@jystewart

We experimented on GOV.UK, on Universal Credit, with new tech for Cabinet Office

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@jystewart

We focused on an approach that put users first

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@jystewart

We collaborated on things with names like “Security Policy Framework”

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GDS

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@jystewart

We should have done more to show worked examples

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@jystewart

By taking policies back to first principles, we make space to engage the whole team

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@jystewart

By engaging the team, we can think about security as design, not just compliance

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National Cyber Security Centre

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@jystewart

“If security doesn't work for people, it doesn't work”

  • Emma W from NCSC

https://www.ncsc.gov.uk/blog-post/cyberuk-2017-people-strongest- link

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Real change requires everyone to learn each others’ languages

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“No one is coming. It is up to us.”

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https://thenewkingmakers.com @jystewart

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GDS

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@jystewart

Multi-disciplinary teams can work with far more people

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@jystewart

The unit of delivery is the team

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@jystewart

We have to find our satisfaction in the whole job being done well

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@jystewart

The real legacy is people all over government who’ve found a different way

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Software as a public service

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Thank you

James Stewart @jystewart