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Hello GDS GDS @Louisedowne GDS GDS @Louisedowne GDS GDS - PowerPoint PPT Presentation

Sep 23, 2022 •17 likes •1.06k views

Hello GDS GDS @Louisedowne GDS GDS @Louisedowne GDS GDS @Louisedowne We do the hard work to make public services simple Weve come a long way in 4 years GDS GDS @Louisedowne 2015 - 115 designers GDS GDS @Louisedowne 10%

  1. Hello

  2. GDS GDS @Louisedowne

  3. GDS GDS @Louisedowne

  4. GDS GDS @Louisedowne

  6. We do the hard work to make public services simple

  7. We’ve come a long way in 4 years GDS GDS @Louisedowne

  8. 2015 - 115 designers GDS GDS @Louisedowne

  9. 10% graphic design 90% interaction design GDS GDS @Louisedowne

  10. 2018 - 950 designers GDS GDS @Louisedowne

  11. 10% graphic design 40% interaction design 50% service design GDS GDS @Louisedowne

  12. £3.5 billion saved GDS GDS @Louisedowne

  13. 3.31 billion transactions every year GDS GDS @Louisedowne

  15. Government is the oldest and largest service provider in the UK

  16. 10k services

  17. 100% of users 100% of the time

  18. GDS GDS @Louisedowne

  19. GDS GDS @Louisedowne

  20. Most of government is mostly service design most of the time GDS GDS @Louisedowne

  21. 418,343 civil servants GDS GDS @Louisedowne

  22. 0.2% of the civil service are designers

  23. We still have a long way to go

  24. Reporting of Injuries, Diseases and Dangerous Occurrences Regulations 1995 (RIDDOR) Registrations for Knowledge Transfer Network (KTN)/connect access (MEMBERS) Request for a further search under section 17(6) or payment for a supplementary certificate under section 17(8)/Request for search (F9/F9A) Employer Ownership Pilot (EOP) Well Operations Notification System (WONS): consents and notifications Charity Letter Forwarding Service GDS @Louisedowne @louisedowne

  25. GDS @Louisedowne

  26. The 8th most popular service on GOV.UK is a phone number

  28. 1/3rd of UK GDP is spent on public services GDS GDS @Louisedowne

  29. 80% of the cost of services is spent on services GDS GDS @Louisedowne

  30. 60% of that cost is spent on calls and casework GDS GDS @Louisedowne

  31. 40% of those calls are to check how to do something GDS GDS @Louisedowne

  32. So how does service design deal with this kind of scale?

  33. 1. Legitimacy 2. GDS GDS @Louisedowne

  34. 1. Legitimacy 2. Definition 3. GDS GDS @Louisedowne

  35. 1. Legitimacy 2. Definition 3. Delivery GDS GDS @Louisedowne

  36. 1. Legitimacy 2. Definition 3. Delivery GDS GDS @Louisedowne

  37. GDS GDS

  38. No one cares what design is when you’re doing good work GDS GDS @Louisedowne

  39. But that’s not what I’m here to talk about GDS GDS @Louisedowne

  40. What happens after phase 3? GDS GDS @Louisedowne

  41. GDS GDS

  42. GDS GDS

  43. GDS GDS

  44. ‘The reconditioning and re-designing public utility services’ Design Research Unit GDS GDS @Louisedowne

  45. GDS GDS

  46. Service design isn’t just about the capacity of one designer to design a service

  47. Service design needs to focus on the ability of an organisation to deliver and maintain a service over time

  48. GDS GDS

  49. Second generation service design

  50. 1. Legitimacy 2. Definition 3. Delivery 4. Scale and sustainability GDS GDS @Louisedowne

  51. Start with the basics

  52. Second generation service design

  53. Second generation service design

  54. Service design is the design of services

  55. If you design with a material, you should understand how it works GDS GDS @Louisedowne

  56. All service designers should be able to code GDS GDS @Louisedowne

  57. GDS GDS

  58. Fix the boring problems first

  59. GDS GDS

  60. Your infrastructure defines your service

  61. GDS GDS

  62. GDS GDS

  63. DVLA spend £19M a year answering ‘How do I… ?’ phone calls GDS GDS @Louisedowne

  64. A quarter of their casework is caused by users filling in the wrong form GDS GDS @Louisedowne

  65. GDS GDS @Louisedowne

  66. GDS GDS

  67. Used 800,000 times in 15 weeks GDS GDS @Louisedowne

  68. Design something the future can design

  69. GDS

  70. A service is only as strong a it’s weakest link

  71. Import or export something 4 departments GDS GDS @Louisedowne

  72. Start a business 9 departments GDS GDS @Louisedowne

  73. Develop a medical condition and stop working 3 departments GDS GDS @Louisedowne

  75. GDS GDS @Louisedowne

  76. DWP DCLG HMRC HO BEIS DfE MOJ DEFRA FO DH DfT GDS @Louisedowne

  77. Strategy Evidence Policy Operations Digital Data Technology GDS @Louisedowne

  78. Services will shape government, not the other way around

  79. Organisational change is a privilege

  80. The three biggest barriers to collaboration are money , time and access to data GDS GDS @Louisedowne

  81. Change means giving the privilege you have to others GDS GDS @Louisedowne

  82. @louisedowne GDS

  85. Our services are only as strong as the community that upholds them

  86. GDS

  87. Digital Service Standard GDS @Louisedowne

  88. Digital Service Standard Government Service Standard GDS @Louisedowne

  89. 10k people trained every year GDS GDS

  90. 30 community events every year GDS GDS

  91. GDS GDS

  92. GDS GDS

  93. All design is political

  94. GDS GDS

  97. Technology shows you what can be done Design shows you what should be done GDS GDS @Louisedowne

  98. The pace of technology has outstripped the speed of design

  99. Come to one of our show and tells https://goo.gl/aax16i GDS GDS @Louisedowne

  100. We’re hiring (obvs)

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