Service Design and Standards
Role
Head of Service Design and Standards / Lead Service Designer
Time on project
10 months +
Dates
July 2018 - May 2019
Brief
The Service Design and Standards (SD&S) programme leadership team had dissapated in Spring 2018. The previous focus of the programme was to delivery and maintain a set of products. Frustrated by the product focus, the programme wanted to see itself as a service to government. It needed to move into an established, recognised way of working, undestand how it's composite parts fit together and fix the issue of over-promising and under-delivering.
Objectives
- Deliver SD&S as a service to government
- Lead the way in service thinking across the programme
- Build a team of service design advisors to respond to demand from EU Exit service change
- Prioritise and build a team to deliver service communities
- Align service commuinities, GOV.UK step by step nacigation and service design advisors
- Work with other government departments to understand their approach to whole services
Approach
- Develop a clear narrative and priorities for the SD&S programme
- Get organisational buy-in for SD&S programme objectives
- Systemise programme management and improve cross programme collaboration
- Design sprint to solve end to end service design support
- Embed service designers in service teams to steer away from product focus
- Present SD&S as a functional entity
- Centralise guidance across the programme
Unifying and harmonising support
Using an atomic analogy to show how the programme was in a bit of chaos, not collaborative and making getting support hard for users.
Programme functions
Answering the question of what we do on the programme by consolisation hundreds of activiities in some common functions.
Day to day programme management
Systemising management activity such as supporting teams through programme check-ins and neatening up the quarterly planning process, people planning, budgets and headcounts.
