Over the last few years, the UK government has been modernising service delivery using human centred design. We’ve learned what happens when services are not designed from the users perspective and we’ve seen the impact this has on people’s lives. For those of us working to redesign government services we know have an opportunity to design well, to design for good.
Part of that involves giving large complex organisations the tools they need to manage services which are used by millions of people. Mostly it involves building trust and transparency, and re-setting our relationship with the public because good services, are efficient as well as humane.
25. Sub-title
Services exist to achieve
outcomes
• to achieve policy intent
• users find out and apply confidently
• government reduces the cost of failure
demand
26. Sub-title
Services have common stages
Find out Choose Act Decide Fulfil Comply Enforce
Stages for ‘get permission to do something’ service
27. Sub-title
Defining service performance with KPIs
Find out Choose Act Decide Fulfil Comply Enforce
User finds the
service and
knows what to do
Rules self out or
makes right
choice of what to
apply for
Applies correctly,
providing the right
information
A fair, fast
evidence-based
decision in time
to travel
Knows what rules
apply, and follows
them
Those not
complying are
fined, or get right
permission
Gets decision,
knows and
understands
entitlements
Effort of finding
information on
GOV.UK
Volume of contact
about ‘what to
choose’
Length of time to
process
application
Carries licence
when needed
Success rate of
enforcement
actions
Time and effort to
prepare
application
Appointment
re-booking rates
(first appointment
failed
Ratio of
applications
(using an agent or
third party)
(Theoretically)
avoidable
non-compliance
Proportion unable
to process due to
unclear evidence
Time spent
choosing what to
apply for and
accuracy of
choice
Accuracy rates
and confidence
levels
Some performance indicators
Desired outcome of each service stage
Time taken to
deliver a decision
to user
% of errors in
what we deliver
(details, type)
Comprehension
rates in what the
rules are
Time spent
identifying non
compliant cases
Number of fines,
or actions taken