Louise DowneHead of Design for GovernmentGovernment Digital Service@LouiseDowne
Service design is the next challenge for government
80% of the cost of governmentis spent on services
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60% of that cost is spent on callsand casework
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@louisedowne GDS
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The 8th most popular service on GOV.UK is a phone number
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 notificationsCharity Letter Forwarding Service
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Google is the home page to your service
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#GOOGLEFAIL
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Our servicesweren’t designed for the internet
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Sell a carLearn to drive
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Buy a car
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Employ someone
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Service patternsIt took me two years to work out what i needed to look after children
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A service is something that helps someone to do something
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Changing the way a service looks won’tfix this
New technologywon’t either
We need to rebuild services from the ground up
5 things we’re doing to scale service design
1.Reducing complexity
Most of the time a better service is amore efficient service
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screen shot + what changed
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1. Passport2. Photo3. Employers letter4. Letter of invitation5. Bank deposit certificate6. Bank statement7. Property certificate8. Marriage certificate9. Retirement certificate
10. Family book (Hukou)11. Business registration certificate12. Car insurance13. Certificate of relationship to parents14. Utilities bills, P60 council tax bill
@louisedowne
1. Passport2. Photo3. Employers letter4. Letter of invitation5. Bank deposit certificate6. Bank statement7. Property certificate8. Marriage certificate9. Retirement certificate
10. Family book (Hukou)11. Business registration certificate12. Car insurance13. Certificate of relationship to parents14. Utilities bills, P60 council tax bill
@louisedowne
1. Passport2. Photo3. Employers letter4. Letter of invitation5. Bank deposit certificate6. Bank statement7. Property certificate8. Marriage certificate9. Retirement certificate
10. Family book (Hukou)11. Business registration certificate12. Car insurance13. Certificate of relationship to parents14. Utilities bills, P60 council tax bill
@louisedowne
Reduced paper documents sent by25%
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2.Building verbsnot nouns
40% of phone calls to government are to check “what to do”
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3.Collaboratingin the open
Most services involve more thanone department
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4.Building standards and patterns together
Most standards are:created oncefrom the centeruntestedmostly wrong