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

Kaz Hufton

Office of the Public Guardian

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.

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