Designing digital to truly support public services

Digital front ends in local government can either be a horror story, or it can support and enable service delivery

It is a pleasure to work closely with councils who take up the mantle of using technology to help and support their services. Together we have worked to first learn abou thow their services and the public interact, and how the services are designed end to end. That hten becomes the starting point for designing Digital solutions that have then been given to suppliers to design somehting that works for that council, in the way that they want it to.
The way that we have done this is to work with each head of service in learning about the demands coming in to Customer Service, what the demand is, what matters to people who call in, is the demand a value or failure demand? Then, the head of service can then start to look at their service as a system, and together with their staff develop the right workflow.