Key activities and skills to deliver better local services | Sarah Prag | November 2014
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Presentation on service design and delivery by Sarah Prag at the Service Design Discovery Day on 20 November 2014 in Warwick.
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Key activities and skills to deliver better local services | Sarah Prag | November 2014
- 1. Local Digital Campaign Key activities and skills to deliver better local services #LocalDigital @LDgovUK Sarah Prag, Business Change Consultant @SarahPrag
- 2. Service design & delivery Activities & skills Sarah Prag 20th November 2014
- 3. Making all of this happen • What’s involved in doing service design like this? • What activities need to happen? • What skills are needed? • Who might have these skills? • How might councils organise themselves? Mapping activities onto the diamonds Me first… you later! Copy of all the details on your tables
- 4. Caveats • My background is in digital service delivery – the approaches are now being applied to whole service design – service delivery is increasingly digital • My view, based on the approach at GDS, adapted for Bristol City Council • Users = citizens & businesses = customers
- 5. Service design phases Deliver Solutions which work Develop Potential solutions Define The area to focus upon Discover Insight into the problem
- 6. Service design phases Deliver Solutions which work Develop Potential solutions Define The area to focus upon Discover Insight into the problem Run & improve Solutions which evolve
- 7. Service design activities – getting going! What needs to be in place before you start? • Permission • Budget (for Discovery) • People • Space • Stationary! • Training & support • Backfill?
- 8. Service design activities – Discover Create personas User research Access & collate data Market research Facilitate workshops Analyse data Analyse workflow/process Explore tech landscape
- 9. Service design activities – Discover & Define Create personas User research Access & collate data Market research Facilitate workshops Analyse data Analyse workflow/process Identify user needs Map user journeys/touch points Guerilla test Set KPIs Prioritise & plan Sketch/prototy pe Explore tech options Explore supplier options Explore tech landscape
- 10. Service design activities – Discover & Define It should really be possible to do all of these activities internally using internal data and skills. Even if a lot of your existing service and/or technology is provided by a supplier. You are the service owner. Own the process, and ask for their input where needed.
- 11. Service design activities – Develop & Deliver In these phases responsibility for delivering activities may vary depending on the approach you take: • Build the solution in house • Buy in a solution • Construct a solution from components (some internal, some supplied) However, the things that need to get delivered remain the same – as does the ownership
- 12. Service design activities – Develop & Deliver Plan assisted digital support Involve partners Consult on workflow Set up tech Develop prototypes environments User test Establish delivery team Develop data model
- 13. Service design activities – Develop & Deliver Plan assisted digital support Involve partners Consult on workflow Set up tech Develop prototypes environments User test Establish delivery team Develop data model Comms Test service end to end Design & build user experience Train staff User test Deliver enabling tech Integrate with legacy tech Decommission old tech/tools Set up support Design content
- 14. Service design activities – Develop & Deliver Plan assisted digital support Involve partners Consult on workflow Set up tech Develop prototypes environments User test Establish delivery team Develop data model Comms Test service end to end Design & build user experience Train staff User test Deliver enabling tech Integrate with legacy tech Decommission old tech/tools Set up support Design content Engage suppliers Manage supplier relationship QA supplier deliverables
- 15. Service design activities – Run & improve User test Resolve issues Monitor performance data Monitor feedback Manage partner relationships Monitor assisted digital support Manage supplier relationships Identify & prioritise opportunities for improvement Deploy fixes Deliver improvements Support service staff
- 16. Service design – what about “Agile”? Principles are baked in: • Focus on users and their needs • Learn through doing (and testing!) • Deliver iteratively & keep improving • Single “owner” & a multidisciplinary team Pure Agile can also be used to deliver software: • User stories & acceptance criteria • Backlogs, scrum walls, scrum master etc
- 17. Service design – ownership & teams Transformation of a service as a whole (even if it’s iterative). Needs a single owner to own the process and lead the work. (The Service Manager in central gov, the Product Owner in Agile.) The benefits of bringing together a multidisciplinary team – breaking down silos and hierarchy.
- 18. Service design & delivery Activities & skills Sarah Prag 20th November 2014
- 19. Discover & define Develop & deliver Run & improve Access & collate data Analyse data User research Analyse workflow/process Market research Create personas Facilitate workshops Identify user needs Map user journeys/touch points Guerilla test Sketch/prototype Explore tech options Set KPIs Explore supplier options Prioritise & plan Set up tech environments Establish delivery team Develop prototypes User test Plan assisted digital support Consult on workflow Involve partners Develop data model Design & build user experience Design content Support service staff Deliver enabling tech User test Integrate with legacy tech Decommission old tech/tools Monitor performance data Monitor feedback Monitor assisted digital support Deploy fixes Manage supplier relationships Set up triage & support User test Test service end to end Train staff Communicate changes Resolve issues Manage partner relationships Identify & prioritise opportunities for improvement Deliver improvements Engage suppliers Manage suppliers QA supplier deliverables Get permission Set things up Communicate changes
Notas do Editor
- General notes: Customer vs user vs citizen Co-design?
- We’ve heard from Dan on the double diamond of service design
- I’m going to be really cheeky and add an extra phase – because once you’ve delivered a solution you have to keep monitoring and improving it on a continuous basis, until it’s decommissioned
- Permission – who from? This is about leadership, do the people at the top know that these needs to happen, what it takes, and what investment is needed?
- BUILDS Discovery is all about understanding the problem, or the need It’s therefore all about gathering, interpreting and discussing data and other insights Your going to need access to any relevant sources of data – internal or external That’s data about your customers, their current use of your services, data about your staff and their workflow, maybe even data about the wider national picture or trends You need to be able to analyse and interpret that data And the current workflow And the technology landscape You’re going to need to find out as much as possible about your customers: from talking to them, talking to customer service teams, analysing the data etc You also need to be aware of what other councils are doing, or any other relevant market developments Your going to want to tease out and discuss a lot of this via workshops Along the way you’ll want to identify your main groups of users, and create personas for them
- As you move into Define you’ll be exploring the needs of the user groups you’ve identified You’ll be mapping their experience of your service Ideally you’ll be starting to sketch possible solutions, particularly to more complex parts of the experience e.g. Bristol and multicar homes If you’re lucky you’ll get to prototype and guerrilla test (and this can just be paper prototypes) In parallel you’ll want to be exploring the possible technical approaches And the possible supplier landscape if you may need to procure or commission a product, service, or component During this phase you’ll also be confirming what success needs to look like for this service – as Key Performance Indicators Once you’ve done all of this exploratory and refining work you’ll be ready to prioritise the user needs and produce a plan, ideally a roadmap CO-DESIGN?
- This is a slightly provocative statement – but I believe it’s true. Everything I’ve just outlined in Discover and Define is about finding and interpreting data, understanding your customers and their needs, thinking about what you might need to do to meet them. If a lot of your existing service is provided by a supplier (particularly the technology) then you may need to ask them for data or insight into their products – but you are the service owner and the service designer, and they are supporting your process.
- So I’ll walk through these, and then highlight how it might look if you’re mainly working with external suppliers
- Assuming some technology us going to be developed you’ll need the right technology environments You’ll need to establish a delivery team, to oversee the work and/or to do the work We’ll assume that you’re able to develop some prototypes to test your thinking And that you’ll user test these At the same time you’ll be thinking about the implications for staff, and modelling and testing the workflow with them You may also need to involve partners Particularly as you’ll be working out the assisted digital support that will need to go with the service And underpinning a lot of this development work will be a data model
- Once you’re sure about the approach someone will be designing and delivering a user experience that meets the priority needs. This will need to include really well thought through content (at GDS we called this content design) You’ll continue to regularly test with real users Someone will also need to be delivering the tech stack that enables the user experience And integrating that appropriately with any existing or legacy technology, tools, and systems Although some of the existing solution might need to be decommissioned You’ll need to train staff on any new tools or process Everything should be tested as it’s built, but you’re likely to want to do some end to end testing as it all comes together And you’ll need to have put in place appropriate support: both to manage and fix technical issues, but also to support customers and staff And they’ll be some comms work around any major changes to the service
- How does this change if you’re working with a lot of suppliers? They’re also likely to be heavily involved with integration, decommissioning, and providing support, but the council should be leading on all of these areas and directing suppliers Who’s going to manage and oversee the suppliers?
- General notes: Customer vs user vs citizen Co-design?