Session type:

Case Study

Presented by:

Alice Whitehead


Jessica Riley


Session time:

17 Sep 12:15 13:15

Session duration:

60 minutes

About the session

The UK Ministry for Housing, Communities and Local Government is a typical policy Department, not an operational one. Or that’s how it seemed, until a team set out to map all the services the Department was responsible for. Come and find out what we discovered! You’ll also hear about our use of ideas from the emerging discipline of user-centred policy design, the concepts we created to articulate what we found and our tactics for advocating for service thinking.

We’ll talk about

  • What we heard about why this work would be valuable
  • How we think this approach would help Ministers, senior leaders and those tasked with ensuring value for money
  • What we designed, how it was intended to help people become familiar with “service thinking”, and how it worked
  • How this work raises questions about outcomes and efficiencies
  • How this work could help government make things better for the people policies are for
  • How we dealt with some of the trickier concepts in policy, such as devolution
  • How the work suggests a new operating model for central government

Thought-provoking and new ideas, grounded in the specific examples we can share from having spent 9 months doing the hard work to map the previously unidentified services.

Participant takeaways:

  • Government could be revolutionised by taking a service-oriented approach to outcomes
  • Far from understanding delivery pathways to the level of detail that ensures a good user experience, government announces policy then moves on, thereby reducing the chances of getting good value for money.
  • Government Departments should be inspired by the big internet-era companies because of their approach to service provision, as well as the usual ""digital"" reasons.
  • There is a body of work you can use as a basis to pursue the idea of service mapping in your organisation.

This session will be:

  • Delivered: Live
  • Recorded: No
  • Has a participant number cap: No

Themes: Policy, User Centred Design, Prototyping, Government's impact

About the speaker(s)