A Novel Approach to the Service Assessment

In the spirit of transparency and openness, we approached our Service Assessment with the intention of sharing it widely with Hackney and beyond. To this end, we applied a different approach from the document-led method so far employed at HackIT for our Digitising Neighbourhood Contact Centre project.

Instead, we created a website that describes fully our service and process; and an associated Trello board that maps each of the 15 standards to the relevant evidence on the website. Our assessors could prepare for the Big Day in advance by referencing both of these tools. And, during the event, notes and recommendations could be added to each standard on the Trello board directly and contemporaneously.

We also wanted our assessors to have a view of the entire service and not just their specific area of expertise. So we ran the event in-the-round and all the assessors could then learn about all the standards rather than dispersing in clusters to discuss their area of expertise with one member of the team.

We’re aiming to have five service assessments completed by December at HackIT and will be holding a retro to see what works and doesn’t from the different methods we’ve applied so far. One size does not fit all and, even if it does, it’s sometimes good to mix it up a little.

Leave a Reply

Your email address will not be published. Required fields are marked *

This site uses Akismet to reduce spam. Learn how your comment data is processed.