Lessons learned as a Government (deputy) CTO James Stewart - YOW!West 2017 @jystewart
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Revolution, not evolution
That became the UK No more than seven words per line I w Government Minimum font size of 36pt Digital Service @jystewart @jystewart
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We joined forces with the technology reform team, gaining spend controls @jystewart
GOV.UK 25 redesigned services GOV.UK Verify, Pay, Notify Assisted digital support Digital skills in government Digital Marketplace Better, cheaper technology Saved billions @jystewart GDS @jystewart
https://www.gov.uk/design-principles & https://www.flickr.com/photos/psd/9120523574/
@jystewart
U.S. Digital Services Playbook Govt.nz Connecting you with government information and services The American people expect to interact with government through ! Search govt.nz Government A-Z Information and services Information and services About Go Government A-Z About Go Part of a global digital channels such as websites, email, and mobile applications. By building better digital services that meet the needs of the We've rebuilt newzealand.govt.nz - tell us what you think people that use our services, we can make the delivery of our policy and programs more e ff ective. Information and services movement Births, deaths, marriages Citizenship and Community, arts and Today, too many of our digital services projects do not work well, immigration sport Certificates, ID, wills, are delivered late, or are over budget. To increase the success rate Residency, visas, work and Tramping and camping, relationships, name change, study in NZ. funding, fishing and pregnancy, divorce. of these projects, the U.S. Government needs a new approach. We volunteering. Rules reduction created a playbook of 13 key “plays” drawn from successful best The Rules Reductio No more than seven words per line practices from the private sector and government that, if followed Consumer rights Crime, law and justice Driving and transport looking at updating working for open, Consumer disputes, Jury, fines, prison and Driver licences, tickets and property rules in Ne together, will help government build e ff ective digital services. complaints, scams and neighbourhood issues. fines, WOFs and registration. fraud. Minimum font size of 36pt An o ffi cial website of the United States Government Education and training Emergencies and Environment and SEE THE PLAYS HELP IMPROVE THIS CONTENT disasters climate School terms, special education, student loans and Civil defence alerts and Conservation, daylight digital government emergency planning. saving, natural resources apprenticeships. and weather. Compliance Ma small business Health History, culture and Housing and property If you’re a small bu heritage Public funded healthcare, Buying, selling, renting, you can manage al DIGITAL SERVICE PLAYS Historical records, M ā ori GPs, children's health. renovating and building. compliance require culture, family history. new tool from busin 1. Understand what people need Internet, media and Money, bene fi ts and tax Parliament and politics communication Financial help, NZ Super, Parliament and elections, 2. Address the whole experience, from start to finish TV and radio, online security, paying tax and KiwiSaver. official information requests advertising. and have your say. 3. Make it simple and intuitive f Building the 21st century 4. Build the service using agile and iterative practices Passports, travel and Work and jobs tourism @jystewart digital government. Holidays and time off, paying 5. Structure budgets and contracts to support delivery @jystewart @jystewart Visit NZ, go overseas to visit ACC, redundancy and New duty free rules or live. working for yourself. cigarettes and to 6. Assign one leader and hold that person accountable The limit for duty fr
@jystewart
Digital transformation is a big deal
We saved £3.56 billion over three years
but we started with a prototype of a website
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GOV.UK did many things @jystewart
Simpler, clearer, faster for users, with savings and efficiencies for government @jystewart
It demonstrated that a different model of delivery was possible @jystewart
It showed government could work together, across silos @jystewart
It energised a group of people inside and outside government @jystewart
It started to generate data to deepen (and challenge) our insights @jystewart
It let us work from the outside in @jystewart
Show don’t tell. (the formal strategy came later)
No more than seven words per line Minimum font size of 36pt @jystewart GDS @jystewart GDS GDS
1. Understand user needs 11. Make a plan for being offline 2. Do ongoing user research 12. Make sure users succeed first time 3. Have a multidisciplinary team 13. Make the user experience consistent with 4. Use agile methods GOV.UK 5. Iterate and improve frequently 14. Encourage everyone to use the digital 6. Evaluate tools and systems service 7. Understand security and privacy issues 15. Collect performance data 8. Make all new source code open 16. Identify performance indicators 9. Use open standards and common 17. Report performance data on the platforms Performance Platform 10. Test the end-to-end service 18. Test with the minister @jystewart https://www.gov.uk/service-manual/service-standard
Do you know what to do? 1. Understand user needs 11. Make a plan for being offline 2. Do ongoing user research 12. Make sure users succeed first time 3. Have a multidisciplinary team 13. Make the user experience consistent with Are you serious about it? 4. Use agile methods GOV.UK 5. Iterate and improve frequently 14. Encourage everyone to use the digital Are you seeking feedback? 6. Evaluate tools and systems service 7. Understand security and privacy issues 15. Collect performance data Can you make it better? 8. Make all new source code open 16. Identify performance indicators 9. Use open standards and common 17. Report performance data on the platforms Performance Platform 10. Test the end-to-end service 18. Test with the minister @jystewart https://www.gov.uk/service-manual/service-standard
“How do I make that pink?” - Ben Terrett, so many times @jystewart
Start small, focus on users, build trust through delivery
Make things open, it makes things better
Make things open, We made a big splash by committing to open source it makes code and open standards things better
Openness is about so much more than source code
High performing teams have autonomy @jystewart
Autonomous teams thrive in an open culture @jystewart
He made it beautiful
GDS @jystewart
https://www.gov.uk/design-principles / https://www.flickr.com/photos/psd/9120523574/
Openness is about transparency of values and principles
“The James Branch” @jystewart
Openness is about accepting challenge
"Blame the process, not the people" - W Edwards Deming @jystewart
It’s time to go beyond “the andon cord” @jystewart
Openness is about participation
Everyone must know why the work matters & what matters about the work
Moving security out of the square of despair
IL0 Unclassified IL1 Protect baseline control set, IL2 accreditation, & & Restricted assurance, SIRO, IL3 RMADS, IAO, GPG, Confidential CIAN, PGA, CLAS, IL4 (business) impact Secret level IL5 Top Secret IL6 GDS
GDS @jystewart
We’d quietly been building relationships and finding a different way @jystewart
We’d been learning to talk in the language of “risk” @jystewart
Working with others who had come to the same conclusions by different routes @jystewart
We experimented on GOV.UK, on Universal Credit, with new tech for Cabinet Office @jystewart
We focused on an approach that put users first @jystewart
We collaborated on things with names like “Security Policy Framework” @jystewart
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We should have done more to show worked examples @jystewart
By taking policies back to first principles, we make space to engage the whole team @jystewart
By engaging the team, we can think about security as design, not just compliance @jystewart
National Cyber Security Centre
“If security doesn't work for people, it doesn't work” - Emma W from NCSC https://www.ncsc.gov.uk/blog-post/cyberuk-2017-people-strongest- link @jystewart
Real change requires everyone to learn each others’ languages
“No one is coming. It is up to us.”
@jystewart https://thenewkingmakers.com
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Multi-disciplinary teams can work with far more people @jystewart
The unit of delivery is the team @jystewart
We have to find our satisfaction in the whole job being done well @jystewart
The real legacy is people all over government who’ve found a different way @jystewart
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