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

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.

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

About the speaker(s)