Earlier this year a dam burst near the Brazilian town of Belo Horizonte and within minutes 40 were dead and 300 missing buried under thick brown sludge. In the UK, its been almost 100 years since loss of life from a dam burst from any of our almost 3,000 dams. In August 2019, it nearly […]
Dan SleePhoto by Sara Bakhshi on UnsplashWe recently started a new Discovery project here at North East Lincolnshire Council. We are looking at the process of getting consent from parents/guardians to give vaccinations to school children.This is a paper process where children take a letter home from school containing a consent form for their parent/guardian to sign, […]
North East Lincolnshire Service Design - MediumI am a proud co-founder of a local service design breakfast group which meets monthly in Brighton. The gathering is a space for discussion and support for service designers living and working across Sussex. Those who take part are my service design crew - people who inspire me and help me to step back and […]
SameRoom.We’re making it easier for advisers to find the information they need (but not in the way we’d expected).Helping our advisers to give great advice“It’s really stressful when you have a client wanting an answer and you can’t find it.”To help our clients find their way forward, our 20,000 advisers need access to the right information.In my […]
We are Citizens Advice - MediumOfcom’s ever useful media nations report was published this week with a usual trove of useful data. There’s been extensive coverage of the wider findings of the TV industry but for me the value is drilling into the data on how video is consumed. This is the gold that can inform how comms people look to […]
Dan SleeThe Customer Services board gets started On Monday we had the first meeting of our new Member led Customer Services board. As I mentioned last week, this is an exciting opportunity for us to bring together work across the Council and deliver further improvements to the services we provide for our residents. For the first […]
bytheryeAnd what we’ve learned along the wayOur team is focused on how we can we make the experience of using Citizens Advice as seamless, user-centred and effective as possible.We’re a multidisciplinary team of digital, design, and research specialists, delivering a sustainable, user-led approach to services like our public advice, which helps 25 million people every year. […]
We are Citizens Advice - MediumThis article first appeared in Utility Week.There is little debate anymore that tackling the climate crisis is one of the most pressing challenges that societies face today.This may seem a world away from the issues that Citizens Advice helps people deal with on a daily basis — debt, benefits advice, housing problems, to name a few. But the UK’s […]
We are Citizens Advice - MediumI noticed a tweet this week that reminded me yet again the world of newspapers I knew and loved had gone and it made me slightly sad. A reporter at the paper I worked at excitedly posted her promotion to deputy chief reporter with four years experience. Four years is what I had walking into […]
Dan SleeThe summer holidays are upon us and I had a slightly shorter week so that I could take my share of the childcare responsibilities. There’s still lots I want to get done before we’re too far into August… Preparing for our new Member led customer services board I spent some time last week with Matthew […]
bytheryeGetting there with mobiles A few weeks ago I mentioned that Cate and I were reviewing the feedback we’d received from our recent survey to find out from staff how they use corporate mobile phones and their thoughts on our proposed future approach (https://bytherye.com/2019/06/09/weeknote-w-c-3-june-management-team-update-thinking-about-mobiles-and-more/). We’ve now completed this and on Tuesday we took our updated […]
bytheryeDigital Services Architect Based: Milton Keynes Hours: Full-time Salary: £45,999 – £50,000 /year Closing date: 10am, Monday 12th August 2019 Phone interviews: Tuesday 12th and Wednesday 13th August 2019 Formal interviews: Tuesday 27th August 2019 Use your powers for good and raise the bar for local government digital services. Overview As a Digital Services Architect, you will […]
LGSS DigitalHow I lost running but found another way to stay wellI used to run. I loved to run.For years I’d been a runner. As a young kid I ran with a friend, making up tunes to help us keep pace with each other. It’s been part of me for as long as I can remember. Not always […]
Stories by Neil Lawrence on MediumThis week we finished the first stage of a project with our colleagues in Council Tax. This has been road testing a new approach to working with services to find solutions to customer problems more quickly. Auditing our content We had already decided that a major project for the next two years was to review […]
Oxford City Council: Digital Development BlogLGSS Digital Blog Service design for local government Adele Gilpin Digital Business Analyst Welcome to the virtual gallery! How might digital tools and technology enabled care (TEC) be used to increase the independence of adults with learning disabilities? This is the question we are focusing on for the Social Care Digital Innovation Programme (SCDIP). Within […]
LGSS DigitalBracknell Forest Council is undertaking a major transformation programme – reshaping how our services are delivered as we respond to the financial challenges facing local government. We are looking to recruit an experienced web application developer and two experienced web content professionals to help improve and extend the range of digital services that we provide […]
Bracknell Forest Digital ServicesBrilliant post. My reflection is that if we’re taking away the unhelpful ‘manufacturing’ type restraints which stop us from dealing with complexity and variety well, we need to replace them with something else which will hold us safe in practice. We’re testing using a set of principles developed by staff in the work designed to […]
Stories by Kelly Doonan on Medium