James StewartDirector of ArchitectureGovernment Digital Service@jystewart

Tatiana SoukiassianJunior DeveloperGovernment Digital Service@binaryberry

We’re from the Government Digital Service

GDS@binaryberry

We started by building GOV.UK

GDS@binaryberry

The best place to find government services and information

GDS@binaryberry

Including things like…

GDS@binaryberry

GDSwww.gov.uk/bank-holidays

GDSwww.gov.uk/foreign-travel-advice/egypt

GDSwww.gov.uk/calculate-your-maternity-pay

12 million visitors every week

GDS@binaryberry

12 million visitors every week

Home to over 300 departments and organisations

GDS@binaryberry

12 million visitors every week

Home to over 300 departments and organisations

Saving more than £62 million a year

GDS@binaryberry

We’ve also been transforming government services…

GDS@jystewart

GDS

25 of government’s biggest services redesigned to meet the needs of users

@jystewart

Services like...

GDS@jystewart

GDS@jystewart

Carer’s Allowance

160,000 claims | 89% user satisfaction

Removed 49% of the questions from the

application process.

Average application time went from 45 mn to

20 mnGDS

LIVE

@jystewart

GDS@jystewart

Lasting power of attorney

89% user satisfaction

Run by new MOJ digital services team

First service to meet Digital by Default

Service Standard

GDS

LIVE

@jystewart

To do that we’re working with digital teams in departments all over the country...

GDS@jystewart

In Swansea DVLA are creating new motoring services

GDS@binaryberry

In Newcastle and London HMRC are using exemplars to transform their architecture

GDS@jystewart

MOJ are about to start transforming courts

GDS@jystewart

We’ve made sure everyone can get the data they need to improve services too...

GDS@binaryberry

GDSwww.gov.uk/performance

And we’re building a common way to sign in to services too

GDS@jystewart

How are we doing all this?

GDS@jystewart

We take the same approach to everything we work on...

GDS@binaryberry

Open

GDS@binaryberry

Open

Agile

GDS@binaryberry

Open

Agile

Multidisciplinary teams

GDS@binaryberry

Relentlessly focused on user needs

GDS@binaryberry

You can’t fix that stuff in isolation...

GDS@binaryberry

We’re also fixing government’s approach to technology

GDS@jystewart

New controls, advice and guidance all mean technology meets the needs of civil servants

GDS@jystewart

We’ve changed how government buys technology and digital services too, making the supply chain much more diverse

GDS@jystewart

Government’s supplier base used to be here...

GDS@jystewart

Now it’s here...

GDS@jystewart

And we’re making sure civil servants have the skills and capabilities they need to do their jobs

GDS@jystewart

The unit of delivery is the team

GDS@binaryberry

Align around user needs

GDS@binaryberry

Teams need to see people using what they built

GDS@binaryberry

GDS

Registering to vote: how a multidisciplinary team made it possible

@binaryberry

GDS@binaryberry

Register to vote

45 million users

Individual electoral registration –

fundamental change to democracy

Connects to all local authorities

GDS

LIVE

@binaryberry

Overcoming “Lawyer says no” by showing them the service directly and involving them

GDS@binaryberry

Do the hard work to make it simple.

GDS@binaryberry

Test and learn quickly

GDS@binaryberry

@binaryberry - GOV.UK

GDS

OLD DESIGN NEW DESIGN

Tested on 8 pages of GOV.UK

Each design was presented to half the users

More than 3 times the quantity of feedback

@binaryberry

We started using MongoDB by letting the teams experiment

GDS@jystewart

Change course as necessary

GDS@binaryberry

It can be hard for leadership

GDS@binaryberry

GDS@jystewart

There are many aspects to making transformation scalable

GDS

Good data management and great technology platforms are vital

@jystewart

Transformation’s not worth doing for its own sake

GDS@jystewart

GDS

Transformation done right will change every aspect of your operation

@jystewart

GDS@jystewart

https://designnotes.blog.gov.uk/2015/06/22/good-services-are-verbs-2/

GDS@jystewart

We need to do the hard work to make it simple

GDS@jystewart

We need leadership and courage to challenge how our organisations work

GDS@jystewart

But it’s all so that we can really meet real users’ needs

GDS@jystewart

Thanks!

James Stewart@jystewartTatiana Soukiassian@binaryberry