This is not service evolution, it’s service revolution

Session type:

Case Study

Presented by:

Rachel Furze

Ministry of Justice, UK

Stephen Petch

Office of the Public Guardian (England and Wales)

Kaz Hufton

Ministry of Justice, UK

Session time:

20 Sep 15:30 — 16:30

Session duration:

60 minutes

PDF Slides ~ 0.51MB

About the session

A whistle-stop case study of an enormous project to transform the ‘Lasting Power of Attorney’ service.

The team at the Office of the Public Guardian are bridging the gap between digital, policy and operations teams to change everything from primary legislation through to online services, paper forms and contact centres.

Our Service Owner discusses championing change in every area of a service. Our Service Designer and Lead Product Manager share approaches we’ve developed, lessons we’ve learned and challenges still ahead.

Themes:
Transformation, solving a whole problem, designing a whole service, policy design, hybrid channels, operational design, digital transformation, leadership, change.

About the speaker(s)

Rachel Furze

Rachel is a Service Designer at Justice Digital, part of the UK Ministry of Justice. She has a broad background in service design and the implementation of real services on the ground.

Having worked with clients including global hotel brands, telecoms giants and banks, she developed more specialism in the third sector before joining the civil service in March 2020.

Rachel finds great joy in supporting vital services, tackling complex problems and working with incredible people at MoJ. She joined the OPG team in summer 2022 as the Modernise project began its Beta phase. She is now working with multiple digital, operational and policy teams and individuals, using service design techniques to break down silos and support the teams and the Service Owner to make our huge ambitions a reality.

Pronouns: She/Her

curlyfurze

Stephen Petch

Stephen is the Digital Service Owner at the Office of the public Guardian for England and Wales. His role is to ensure that digital services that are built meet the needs of the business and users and that the business adapts and changes to release the maximum value out of digital innovation.

He is currently leading on the program to modernise the LPA service, this modernisation program is aiming to revolutionise the way LPAs in England and Wales are made and used. Its three primary objectives are to improve the safeguards in the system, increase accessibility and understanding, and to keep the cost of LPAs at their historically low levels for as long as possible.

He has previously successfully migrated the OPG off all legacy software and has brought three customer facing products online through the live central government standards.

Pronouns: He/Him

Kaz Hufton

Kaz was one of the first product managers in government, working across various products and digital teams since 2012. She put the first service live on GOV.UK with Make a Lasting Power of Attorney, and is an expert in agile methodologies and UCD practices in the public sector.

Kaz is currently a Lead Product Manager at MoJ Digital, overseeing product strategy across the Office of the Public Guardian’s products and services.

Her current focus is on modernising the lasting power of attorney, working collaboratively with colleagues across the public sector including One Login to stop duplication of effort, share experience and help ensure an inclusive and proportionate citizen identity solution can be realised for the future service.

Pronouns: She/Her