Skip to main content

Service transformation

In case you missed it: This was Services Week 2021

A person holding a smartphone showing a YouTube playlist of Services Week 2021 session recordings

From 1–5 March, the third Services Week took place across the UK public sector with more than 50 sessions. This is a recap of the week.

Showing the rewards of user-centred service design at scale

The digital team carrying out a workshop with users

In this third blog post on measuring the value of service transformation, a Home Office team provides an insight into their efforts and the benefits of improving a licensing service through user research and design.

What to expect during Services Week 2021

A computer on a desk showing a Services Week 2021 screen saying: Accessible, equitable, sustainable services

Services Week is back for the third time, until 5 March, with 34 public sector organisations running 57 sessions. Organisers share what to expect and why they are contributing.

Get involved in Services Week 2021

A person holding a phone showing a Services Week 2021 session

The third annual Services Week will be held from 1–5 March 2021, and we’d like to invite you to get involved in any way that suits you. This time, it will be a remote-first and location-independent edition of the popular event series. Here is how you can engage with it and propose a session.

Taking a community-led approach to the Service Standard and Service Manual

Close-up of a laptop screen showing the website of the GOV.UK Service Manual stating its purpose: Helping teams to create and run great public services that meet the Service Standard.

The Service Standard and Manual have been around since 2013 and continuously evolved since then. In summer 2020, a new team started taking things into a new direction. In this blog post, they share what they have learned in recent months and why the future is community-led.

Transforming the flood service: responding to users

A smartphone in person's hand, displaying the flood information service page on GOV.UK, indicating the current flood warnings in England and Wales.

Over the past few years, the team behind the flood information service have made their offering more user-centred by designing it end-to-end, front-to-back, and for every channel. In this blog post, senior user researcher Silvia Grant shares what the service transformation looked like.

Transforming the ‘Request a bin’ service at West Berkshire Council

A woman’s hand holding a smartphone with the digital service interface of West Berkshire Council’s Request a bin or recycling container service

To redesign its Request a bin service end-to-end, a West Berkshire Council team worked with three departments, the waste contractor and a digital supplier. This blog post describes how strong collaboration led to measurable outcomes and benefits for citizens and government.

Measuring the value of service transformation

Posted by: , Posted on: - Categories: Metrics and measurement, Service transformation
A person pointing at a printed list of services designed as digital by default

For years, GDS has been measuring and showing what good service transformation looks like. In a recent piece of work, we collaborated with individual service teams in several government organisations to identify and document the value of their digital transformation work.

In case you missed it: What happened during Services Week 2020

A closeup of a smartphone display showing Services Week, 3–7 February

From 3–7 February, the second edition of Services Week took place across all levels of UK government. It included more than 85 events. This blog post recaps the week through a selection of social media posts.