How government defines a service
How government defines a service
The Central Digital and Data Office (CDDO) is introducing a cross-government definition of a service.
Service mapping: a step by step guide
Posted by:
Clara Greo – Service designer and design training lead, GDS, Posted on:
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Categories:
Service design, Tools, methods and techniques
Making a map doesn’t have to be hard. There are lots of different ways to map a service but there’s no one right way or one best map use. Clara Greo, service designer and design training lead, outlines 5 steps to get you started.
Transforming the flood service: responding to users
Posted by:
Silvia Grant – Senior user researcher, Department for the Environment, Food, and Rural Affairs, Posted on:
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Categories:
Service design, Service transformation
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
Posted by:
Dilan Saujani – Economist, GDS and Phil Rumens – Digital services manager, West Berkshire Council, Posted on:
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Categories:
Metrics and measurement, Service transformation
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.
We’re changing the way we do service assessments to support coronavirus related services
Posted by:
Manuel Rodriguez-Knapik – Digital engagement manager, GDS and Thaís Tozatto Maio – Service designer, GDS, Posted on:
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Categories:
Service assessments, Service Standard
In recent weeks, we have seen a surge in government activity needing services to be launched at very short notice. So we created a condensed version of service assessments to make sure services are still secure, resilient and accessible, focusing on the riskiest factors to launch.
Measuring the value of service transformation
Posted by:
Dilan Saujani – Economist, GDS, Posted on:
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Categories:
Metrics and measurement, Service transformation
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.
How to run a remote service assessment
Posted by:
Dilek Celik – Digital engagement manager, GDS, Lorela Broucher – Digital engagement manager, GDS and Manuel Rodriguez-Knapik – Digital engagement manager, GDS, Posted on:
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Categories:
Service assessments, Service Standard
The Standards Assurance Service Team at the Government Digital Service has adapted to running service assessments remotely. Here is our advice on how to make sure the remote service assessment works well.
In case you missed it: What happened during Services Week 2020
Posted by:
Kara Kane – Head of Profession for Design, GDS and Martin Jordan – former Head of Service Design, GDS, Posted on:
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Categories:
Events, Service transformation
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.
How to keep a journey map useful long after you make it
Posted by:
Lina Nilsson – Senior service designer, GDS, Posted on:
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Categories:
Service design, Tools, methods and techniques
Journey maps are often created when a service team starts working together. This post gives you some tips on how to make sure your map stays useful and interesting beyond its first few weeks with a team.
Service assessments improvements: Life after Live
Posted by:
Leighton Mitchell – Senior user researcher, GDS and Sanjay Poyzer – Service designer, GDS, Posted on:
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Categories:
Service assessments, Service Standard
This is the third of our 3 posts on improvements we’re making to service assessments. It is about our venture into a new frontier for GDS: Life after the Live assessment.
Does technology outsourcing still have a role in the public sector?
Posted by:
Dr Peter Bishop – Director for Digital & Customer Services, Birmingham City Council, Posted on:
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Categories:
New lenses and perspectives, Service transformation
As part of a significant insourcing effort, Birmingham City Council transitioned 350 employees and brought £55m of technology spend under direct council management. In this blog post, the council’s Director for Digital & Customer Services, Dr Peter Bishop, reflects on the changing role of outsourcing.