Single View weeknotes: Week commencing 2nd Feb 2020

Sprint 2

The Project

Single view enables staff to see at a glance the complete history of a customers interactions, reducing the time spent gathering information across multiple systems and the likelihood of errors.

Highlights of this week

Alpha Service Standard Assessment

This week +Paul Tyler, Joy Suthigoseeya and Mirela Georgieva assessed our Single View Alpha against the 14 GDS standards. Scott Shirbin, Elle Tweedy, Ben Pirt and Glyn Ashman did an excellent job in demonstrating and evidencing how the criteria were met. The team achieved 12 Fully Mets and 2 Partially Mets. Many practical recommendations came out of the assessment which we will take forward as we move into the Beta Phase. One of the recommendations included sharing how Single View was built with the wider ICT team, as there are many reusable and interesting aspects to it such as display UH documents.

The two partially Mets were related to documenting a plan for accessibility testing and not clearly demonstrating how we’d measured success from the end-users perspective. The assessment will be published towards the end of next week.

More Single View users

Another great highlight of the week included an extra 17 users from the housing register team being successfully onboarded. Next, we are planning to prioritise the Benefits team. So far we have received a lot of positive feedback and users are looking forward to future features being added such as displaying Camino documents.

Staging Environment

Developers, Matt and Katrina have created a staging environment for Single View which means we now have a separate environment to test with. Fewer bugs are likely to be published into the LIVE system improving our users’ experience.

Next Week

  1. Elle and I will be doing a mini Accessibility Assessment on the existing prototype which will feed into improvements for the Single View Beta. We are aware of a few things like Popups which are not accessibility friendly. We will be using the HACKIT guide and Wave App to review more of the system on Wednesday to improve the design.
  2. I would like to improve the feedback loop for sharing resolved bugs with users. This week whilst onboarding the new team we found a few bugs with Single View and I would like to share the outcomes of issues raised by users to help maintain their confidence in the system and with the team.
  3. This week our Developers completed a Spike on displaying Camino documents and we are looking to implement it in production.

Report a Problem Weeknotes : week ending: 2020-02-07

A picture saying “Preparation is the key”.

GOOD THINGS

The main thing this week has been preparing for next week’s workshop on reporting noise nuisance and anti-social behaviour (ASB). The key to this is ensuring we have a good idea of the outline structure of the time we have together and a good agreed set of expected outcomes. It’s important though to be relaxed as to how the session evolves – as long as we keep an eye on the time! We’ve got representatives coming from HackIT, Council service areas, mySociety and three other local authorities: Maidstone, Westminster and Greenwich.

We’ve signed-off the PO. This has made mySociety very happy and given us a solid foundation to work together.

We’re starting to find extra work that needs doing. This may sound like a bad thing but it’s actually a really good sign that we’re thinking deeply about the issues. It’s good to have these  things turn up now rather than for them to catch us by surprise later on. An example of this is how issues raised on the national FixMyStreet site will be routed to the Council service areas once our site is live – given that the reporting categories for the two will be different.

We’re about to change the design of how issues are reported via the Hackney website. We had a good initial meeting about this last week and are having a service design session on Monday. We’re hoping that by changing things for the existing user journeys, before we introduce FixMyStreet, we’ll have some analytics based evidence of the right way to do things when we do the integration.

The integration with the Highway team’s Alloy service is progressing nicely. The team at Hackney and the technical folks at mySociety have been working together regularly and now have a plan for the rest of the work.

We’ve nearly completed the Privacy Impact Assessment. This has turned out to be a much easier task than for some services as RaP actually stores very little personal data.

LEARNED THINGS

It’s good to ask questions. We weren’t planning to look into the reporting side of FixMyStreet for a while but a quick question has already caused some interesting discussions about the best way to extract useful data from the system.

DIFFICULTIES

There is a big open question of how service areas in the Council will need to change their ways of working when RaP is introduced. The issue is around having to also close open issues on RaP as well as in their existing systems (until they are integrated). We’ve not has as much contact with the impacted service areas as we would like so we need to decide the best way to do that – either individually or via the creation of a working group.

Bringing together the issue categories used by the Customer Contact Centre and the ones we’re using in RaP. We’ve not had sight of the ones used by our colleagues in the Contact Centre yet and are yet to understand how much they will need to adapt how they work when RaP is rolled out.

ACKNOWLEDGEMENTS

Our widely distributed team continues to do great work on this. Thanks to Louise H., Louise W., David E., Martin, Matthew and Rasit.

WHAT’S NEXT

In the next week we will do the following.

  • Run the noise / ASB workshop and plan the next steps of that work
  • Website redesign for current issue reporting
  • Discussing how we can best work with our colleagues in impacted service areas in the Council
  • Understanding the set of issues use by the Contact Centre
  • Start planning out first show and tell!

MOKRs weeknote – 4

This week was surprisingly productive. We made progress, possibly despite my efforts. 

The plan had been to get different groups of people together, clustered around each mission, and invite them to start drafting the key results against each of the draft objectives. I spent a decent amount of time at the weekend drafting the workshop materials which was slightly too late to be useful for anyone. 

The first workshop wasn’t a failure, but it wasn’t able to fulfil the purpose of the session. I feel particularly embarrassed when I’ve taken groups of the team and not set them up to succeed. So I talked it through with a few of the participants and thought about what we could do differently.

The key challenge we’re confronting is what level of specificity we need from our objectives. Should it be obvious which project or work stream will achieve the goal, or should they draw together the purpose of multiple projects? In organisations that routinely use OKRs, they’re like a set of Russian dolls. For good reason, we’re attempting a single set of OKRS for our whole service.

To work out the right answer, I turned back to the missions. Would the objectives, if met, get us one year closer to accomplishing the missions? This question helped me understand how to frame the objectives. I then wrote a note recapping where we are, how we want to do the work and where we need to get to. 

The challenge is to write the objectives so that they remain specific. Working with Cate, I developed three tests:

  1. Are they words that might appear in a ministerial speech (ie non-specifically and too general)?
  2. Can you imagine a conversation with Rob about whether one of the objectives is more or less important?
  3. Will you know when it’s done?

Liz led a workshop to redraft objectives related to the mission ‘Services people prefer’ and that was more successful, so we’ll repeat this approach over the coming weeks. I suspect this bit will need to be a bit more top down than I’d anticipated. So to make sure that we’re tapping into the knowledge of the whole team, I’d like to try and visualise our draft objectives, and the pieces of work that relate to each of them. If we put these up in the office, we’ll have a chance to get wider input. 

I developed a view of the objectives for our group director of neighbourhoods and housing, with a view to it becoming a consistent way of describing our pipeline of work to senior leaders, so that we’ve a shared view of what’s important. I’d like to ensure that we’ve got a single way of describing our objectives, no matter who we’re taking to. But whether we can create an approach that’s simple and easy to understand for different audiences remains to be seen.

So, all things being equal, by the end of February we should have a clear set of objectives, shared with senior leaders. 

Finding support services near me: weeknote 06/02/20

(formerly ‘Directory of Services’)

Posted on behalf of Lucy Clifton

Welcome to the latest ‘Finding support services near you’ week(ish)notes!

Things we’ve done since our last update on 24/01:

Data:
Loaded all the Well Street organisations into the MiDoS database in preparation for user testing.

Verification:
We’ve been solidifying the process, working with HCVS (Hackney Community and Voluntary Service) on the detail.

Designing a sustainable solution:
– Started to scope the digital upskilling piece to help organisations – how might organisations make better use of websites and social media, e.g. to promote their services?
– Drafted a business plan outlining post-launch support and maintenance requirements as well as any associated running costs going forward.

Engagement:
It’s worth acknowledging the various and ongoing discussions that take place, sometimes as part of ,and sometimes in parallel to, the more standard ‘tasks’ or ‘activities’. Insight gleaned from continual engagement is really valuable and helps build the shared understanding of how this work fits in with other projects and initiatives (both planned and in train) across the system. So, thank you!

Things we’re going to do next:

Front-end:
– Get access to the out-the-box MiDoS front-end (ie before we design/build our own).
– Start to configure the basic functionality ready for user testing eg search/browse

Admin:
Clarify the MiDoS account management process.

User testing:
User testing of the front-end with residents; and back-end with organisations to understand how easy they are to use.

Thanks for reading and for your ongoing support!

Hackney Spacebank: Weeknote, w/c 3.2.20

PAST

Last week Sam kicked off our usability research and started out by piloting the research with an internal booker on our Select a room and Room Details pages. Results from the test run prompted some minor changes to current scenarios and some content. On completion of those changes Sam carried out the research again but this time with four external participants. To make the most of the session Sam set up Google Hangouts to allow some of the Spacebank team to observe the research from another room and take notes, this was also opened up to the wider ICT staff who were welcome to observe and take notes also. On Monday we went through the top things that came out of the decisions and thought about what further changes we might be able to make. 

ALSO, due to the level of work and effort Sam put into the user research prep and the session itself, he was voted star of the sprint by the team. Well done Sam! 

PRESENT

This week, to keep adding value to users each sprint, we managed to put our Community Halls landing page and enquiry form live, which you can take a look at here: https://hackney.gov.uk/community-hall-hire. This left us with only one story incomplete at the end of our sprint. Go team Spacebank! 

FUTURE

We have another round of user research booked in for next Friday where we will be testing the changes we have made. We will also be seeing how our new libraries booking form page, booking reservation page and booking reservation email meets the needs of users. This time around we will also be inviting our library stakeholders to come and observe the process and feedback.

Onwards and upwards for Spacebank! 

NOTE: We will be holding our next show and tell on Tuesday with a strong focus on user research so please come along if you have the time and want to find out more. (Tuesday 11th February at 11:00 am (HSC Fourth Floor).