Content ConferenceManchester#ConConMcr

Louise DowneHead of Design for GovernmentGovernment Digital Service@LouiseDowne

Service design is the next challenge for government

80% of the cost of governmentis spent on services

@louisedowne

60% of that cost is spent on callsand 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 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 notificationsCharity Letter Forwarding Service

@louisedowne

Google is the home page to your service

@louisedowne

#GOOGLEFAIL

@louisedowne

Our servicesweren’t designed for the internet

@louisedowne

Sell a carLearn to drive

@louisedowne

Buy a car

@louisedowne

Employ someone

@louisedowne

Service patternsIt 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’tfix this

New technologywon’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 amore efficient service

@louisedowne

screen shot + what changed

@louisedowne @katyarnie

1. Passport2. Photo3. Employers letter4. Letter of invitation5. Bank deposit certificate6. Bank statement7. Property certificate8. Marriage certificate9. Retirement certificate

10. Family book (Hukou)11. Business registration certificate12. Car insurance13. Certificate of relationship to parents14. Utilities bills, P60 council tax bill

@louisedowne

1. Passport2. Photo3. Employers letter4. Letter of invitation5. Bank deposit certificate6. Bank statement7. Property certificate8. Marriage certificate9. Retirement certificate

10. Family book (Hukou)11. Business registration certificate12. Car insurance13. Certificate of relationship to parents14. Utilities bills, P60 council tax bill

@louisedowne

1. Passport2. Photo3. Employers letter4. Letter of invitation5. Bank deposit certificate6. Bank statement7. Property certificate8. Marriage certificate9. Retirement certificate

10. Family book (Hukou)11. Business registration certificate12. Car insurance13. Certificate of relationship to parents14. Utilities bills, P60 council tax bill

@louisedowne

Reduced paper documents sent by25%

@louisedowne

2.Building verbsnot nouns

40% of phone calls to government are to check “what to do”

@louisedowne

@louisedowne

@louisedowne

3.Collaboratingin the open

Most services involve more thanone department

@louisedowne

@louisedowne

4.Building standards and patterns together

Most standards are:created oncefrom the centeruntestedmostly wrong

@louisedowne

@louisedowne GDS@louisedowne GDS@louisedowne GDSGDS@louisedowne

700 contributorsupdated dailyopen to everyone

@louisedowne

Live policywritten in the open

@louisedowne

Cheaper to build easier to improvebetter public services

@louisedowne

5.Building service design teams

@louisedowne GDS@louisedowne GDS@louisedowne GDS@louisedowne

@louisedowne

Highest completionrate in government

@louisedowne

Thanks!