Developing digital services for all

We’ve been working hard over the last few months to understand how to accelerate our delivery of digital services that are so good, people prefer to use them. It’s not a controversial idea, but we’ve got a lot of hard work to achieve it.

The starting point is our HackIT manifesto which explains how we want to work and what’s important to us. We’ve produced this because we wanted to set out a clear and easily understood set of principles that we can use to make sure we’re all taking a consistent approach to delivering digital change at Hackney. The manifesto gives us a lens through which to examine everything we do.

We are committing to the Local Government Digital Service Standard (the manifesto reminds us we’re part of a wider community working to deliver excellent digital local services). Everything we buy, commission or build will be assessed according to whether it meets the Standard. Important services will be assessed by external reviewers with expertise in digital services. This will help us make sure that our digital services put people first. If you are able to help as a reviewer, please get in touch.

Next, we’re going to deliver our work using the Hackney Agile Lifecycle. This owes a huge debt to the UK Government Service Design Manual and similar approaches in the US and Australia. However, it’s rooted in the Design Council’s double diamond model of delivery. Anyone who’s working with us (Council officers, partners, other agencies) can understand our process. The job of creating digital services isn’t just an ICT thing- it’s a globally-recognised design challenge and we need to stand on the shoulders of giants.

We’re opening up. We’re starting to publish our code on GitHub. We’re blogging about our work and what we learn and we’re spending time with residents to learn what they really need – and then making sure our services meet those needs. This will help us make decisions together. Our Tactics Manual brings together techniques from Google Ventures, 18F as well as our own experiences to help any team work collaboratively to tackle a problem at pace. Everything we’re producing is shared openly on GitHub and we’re really keen to hear from. others who want to copy, edit or propose improvements.

Designing a new digital service is just the first step and the work mustn’t stop there. Typically it’s much easier to do a project well than it is to continuously improve a service. The fourth stage of our design lifecycle is: improve. It sets an expectation that once it’s fully operational a service will need continued leadership, review and focus to meet people’s changing expectations.

Finally, we’re trying to move from mandating a way of doing something, towards finding many routes to high quality outcomes. We trust the team to find their preferred way of doing something – provided it meets users needs.

This is the start of our journey. We’re fortunate that we can learn from the hard work of so many colleagues and share ideas for ways we can make public services better. We can play our part in designing digital services for everyone.

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