2. What people s expectations of digital usually are
2OFFICIAL SENSITIVE
3. Booking a visit is so
upsetting. You ring
and hold for ages
then they just hang
up. I m worried
sick.
Her attitude to her situation:
- Sherry is extremely upset and stressed she is very
concerned for her son s immediate welfare and safety.
- Worried about how he is coping with being in custody.
- Anxious about the future impact of this on his life chances
- he hasn t had a criminal record up until now.
Her biggest challenges:
- t took over 10 hours for her to find out where her son
was, and which prison he had been sent to
- Needs reassurance that her son is safe and well
- Needs to know that she will be able to book a visit to see
him today.
Her main information sources:
- Her son s solicitor he told her which prison Dylan had
been sent to.
- Her daughter suggested going on the internet - they found
a phone number to call.
Her son Dylan was remanded in custody yesterday for taking part in a
theft. She is not used to technology and gets her daughter to help her.
- Emotional support (she is upset and worried).
- Reassurance and confirmation she will get to see her son.
- Clear signposting and information about what will happen - she s never done this before.
- Tools to help her remember details because she s stressed and may make mistakes.
Key Needs:
Her main practical problems:
- So far she hasn t managed to get through on the
phone line
- She didn t know where to begin to find information
the computer at home is her daughter s and Sherry
doesn t know how to work it.
- She has had to take the day off work at short notice to
travel to the prison, but doesn t want any of her
colleagues to know why
Other information needs:
- She needs to know what she can bring for him
- She needs to work out how she is going to get to the
prison
- She wants to know how often she will be able to see
him, especially at the weekend when she is not working.
- She wants to know what being on remand involves
and how long this will last
3OFFICIAL SENSITIVE
Sherry| 55 | Part time carer | Remand/New Visitor
4. There was a well-
established digital
team of
75 4OFFICIAL SENSITIVE
5. Digital teams drank MOJ waterfall Koolaid
Unrealisable/undefined scope
No project method
Low confidence in delivery
Digital portfolio at risk
MVP? Total service transformation ?
5OFFICIAL SENSITIVE
6. Service Delivery | Digital exemplar projects
Jan-14 Dec-13
Prison Visits Booking (PVB) R A
Civil Claims R A
PVB web app
Work
flow
Prison NOMIS
MVP
Ç
√
Laterback-end
development
Web front end
Work
flow
MCOL
MVP
Laterback-end
development
Caseman
PCOL
Ç
√
Ç
√
Ç
√
7OFFICIAL SENSITIVE
7. Force timeboxing to focus minds
Deliver world-class digital services
in human timescales
Build credibility with the business
Show what we mean by iteration
The strategy really is delivery!
1/ MVP > Total service transformation
6OFFICIAL SENSITIVE
11. 3 of 4 exemplars L VE right now
Lasting Power of
Attorney
L VE
Civil Claims
Prison Visits
Booking
Apply to an
Employment
Tribunal
L VE L VE BETA
11OFFICIAL SENSITIVE
12. Requirements from executive agencies
OFFICIAL SENSITIVE 12
Old legislation,
old policy, old
procedure, old
systems, old
habits, old culture
All taken as
given
Very hard to be
user-focused with
few degrees of
freedom
why do research?
13. Digital ways of working
in a policy context
nteraction between
policy making & digital
service design
Legislative
barriers to fully
digitised services
2/ Work with policy colleagues from the beginning!
Skills, techniques and mindsets
from digital can be translated
into a policy world
Link between two areas of
service design to produce
public services that are built
around, and respond to, user
need
Digital
ways of
working
Open
Policy
Making /
PEG
Building
digital
services
Formulatin
g policy
Remove legacy barriers and
prevent more in future from the
start of the policy process
SERVICE
DESIGN
Data
Prototypes
Research
Iteration
OFFICIAL SENSITIVE 13
14. Digital work programme
NOMS HMCTS
LAA HQ
Following HMCTS Reform priorities.
Focus on public-facing services
60% digitisation complete. Help
get them over the line
Embracing culture change
(eg TW3) with much to do
Providing digital services to drive process
standardisation in Public Prisons
ALBs
Varied picture, though exemplary
evidence of digital working (OPG)
Prison Visits Exemplar Aug 2014
Real-time booking (AP ) Nov 14 Mar 15
Risk of Serious Harm calculator Oct 2014
Official Visits Mar 2015
Assisted Visits
Prisoner self-service TBC
Exemplar Court MVP Aug 2014
Civil Claims Sep 2014
ET Fees Nov 2014
Jury Summons March 2015
Fee Remission TBC
Social Security and Child Support TBC
mmigration Asylum Appeals TBC
Performance dashboard Nov 2014
Civil Legal Advice Nov 2014
Defence Solicitor TBC
Online Billing LAA Apr 2015
Archipelago L VE
PQ Correspondence Sep 2014
People Finder Aug 2014
SCS Assessment Oct 2014
Digital Case File No start
Transition to GOV.UK Nov 2014
OPG Digital Deputyships Mar 2015
OPG Digital Back-office Apr 2015
LPA v2 Nov 2014
TBC
OFFICIAL SENSITIVE All dates are Live Service date 14
15. Paul
Shetler
CDO
Digital
Public and internal user facing - moving the Department s public services to
the nternet - simplifying and improving user service
3/ There s a lot to do - divide the labour!
Business apps & ownership of data
Mission critical applications and all business data owned and
managed by the business
nfrastructure
All platforms, devices and infrastructure provided by a central technology
organisation across all business units - providing simpler, cheaper, more effective
platforms
Ian
Sayer
CTO
Systemdevelopment
Systemintegration
OFFICIAL SENSITIVE 15
16. 4/ You re nowhere without in-house capability
n-house delivery
capability
Recruitment team Franchise brand
We re embedding digital specialist
knowledge throughout the MOJ, not
just one team
We hired a dedicated team to
handle search, interviews, hiring
and onboarding
We have specialists in design,
development, research, content
NOMS HMCTS
LAA
OFFICIAL SENSITIVE 16
