Back from a packed, but very useful day, my iPad based notes:

Dominic Campbell CEO

  • Thinking about culture – typically values are displayed on posters on the wall, but not embedded in the employee experience (or any facet of reality).
  • Often government is looking at old/traditional (management focused) business models, but could look at how can learn from e.g. how e.g. Spotify do business differently and how that affects the user experience. Not the same but could impact e.g. govt provided fostering services where it’s behind the curve
  • It’s a disconnected experience – technology is seen as ‘complicated’, managers instruct to ‘please buy least bad piece of technology’ – need to think these through culture/technology simultaneously.
  • What is politically/financially viable for the end to end customer experience – recognising that the employees are the face of the organisation (and therefore should be valued).
  • Need to think beyond ‘if people can make a payment online, that solves everything’. Look at transforming the organisation.
  • There’s a real need for human-centred design thinking.

  • FamilyStory builds people-centre social care case management tools
  • Believes that if can show that change works in children’s services (one of the hardest) can show that it can work in other sectors
  • Children’s workers spending far too much time on the technology/admin (80%), rather than on the frontline.
  • Tech/policy shouldn’t be scared of each other. Allowing the iPad to do the work of recording, can save e.g. 4 hours of transcription time.
  • Homes England, helping deal with the housing crisis in England (mortgages are expensive, and local authorities are not able to build), including rent arrears.. Want to take the lead – using a combination of Tinder/AirBnB in matching Council resources/land.
  • You can look at it from top down ‘one size fits all’ as govt often does, or can do grassroots with iterative small changes that add up to big change (more risk, about trusting the process, whilst showing tangible change). Standard way of how this has been done in the past has involved lots of money, big promises and Gant charts
  • For Health & Social Care – see this illustration of patient experience (recognised by many medics):

Holly Rae – Stockport Council (designing for people/places)

Gavin Elliott – DWP @gavinelliott

Eva – Citizen Change – @evaobrien_

Tom Forth OpenGovTech – new thing! @thomasforth @odileeds

Table Discussions

Table discussion 1: Family Story

Table Discussion 2: Unconscious Awareness

Importance of Research – Kiran Dhillon

All Women Panel

Keynote: Blackburn Case Study

Unconference: Do we need a Digital Undertaker?

Tweets collected from the day:

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