Lessons learned as a government (deputy) CTO

Lessons learned as a Government (deputy) CTO James Stewart -
YOW!West 2017 @jystewart

Revolution, not evolution

@jystewart No more than seven words per line Minimum font
size of 36pt I w That became the UK Government Digital Service @jystewart

We joined forces with the technology reform team, gaining spend
controls @jystewart

GOV.UK 25 redesigned services GOV.UK Verify, Pay, Notify Assisted digital
support Digital skills in government Digital Marketplace Better, cheaper technology Saved billions GDS @jystewart @jystewart

https://www.gov.uk/design-principles & https://www.ﬂickr.com/photos/psd/9120523574/

@jystewart

size of 36pt U.S. Digital Services Playbook The American people expect to interact with government through digital channels such as websites, email, and mobile applications. By building better digital services that meet the needs of the people that use our services, we can make the delivery of our policy and programs more effective. Today, too many of our digital services projects do not work well, are delivered late, or are over budget. To increase the success rate of these projects, the U.S. Government needs a new approach. We created a playbook of 13 key “plays” drawn from successful best practices from the private sector and government that, if followed together, will help government build effective digital services. SEE THE PLAYS HELP IMPROVE THIS CONTENT DIGITAL SERVICE PLAYS 1. Understand what people need 2. Address the whole experience, from start to finish 3. Make it simple and intuitive 4. Build the service using agile and iterative practices 5. Structure budgets and contracts to support delivery Information and services Govt.nz Connecting you with government information and services Government A-Z Government A-Z Information and services Information and services Search govt.nz ! We've rebuilt newzealand.govt.nz - tell us what you think Births, deaths, marriages Certificates, ID, wills, relationships, name change, pregnancy, divorce. Citizenship and immigration Residency, visas, work and study in NZ. Community, arts and sport Tramping and camping, funding, fishing and volunteering. Consumer rights Consumer disputes, complaints, scams and fraud. Crime, law and justice Jury, fines, prison and neighbourhood issues. Driving and transport Driver licences, tickets and fines, WOFs and registration. Education and training School terms, special education, student loans and apprenticeships. Emergencies and disasters Civil defence alerts and emergency planning. Environment and climate Conservation, daylight saving, natural resources and weather. Health Public funded healthcare, GPs, children's health. History, culture and heritage Historical records, Māori culture, family history. Housing and property Buying, selling, renting, renovating and building. Internet, media and communication TV and radio, online security, advertising. Money, benefits and tax Financial help, NZ Super, paying tax and KiwiSaver. Parliament and politics Parliament and elections, official information requests and have your say. Passports, travel and tourism Visit NZ, go overseas to visit or live. Work and jobs Holidays and time off, paying ACC, redundancy and working for yourself. Rules reduction The Rules Reducti looking at updatin property rules in N Compliance Ma small business If you’re a small b you can manage a compliance require new tool from bus New duty free r cigarettes and to An official website of the United States Government Building the 21st century digital government. Part of a global movement working for open, digital government @jystewart @jystewart

@jystewart

Digital transformation is a big deal

We saved £3.56 billion over three years

but we started with a prototype of a website

@jystewart GOV.UK did many things

@jystewart Simpler, clearer, faster for users, with savings and efﬁciencies
for government

@jystewart It demonstrated that a different model of delivery was
possible

@jystewart It showed government could work together, across silos

@jystewart It energised a group of people inside and outside
government

@jystewart It started to generate data to deepen (and challenge)
our insights

@jystewart It let us work from the outside in

Show don’t tell. (the formal strategy came later)

size of 36pt GDS GDS GDS @jystewart

@jystewart 1. Understand user needs 2. Do ongoing user research
3. Have a multidisciplinary team 4. Use agile methods 5. Iterate and improve frequently 6. Evaluate tools and systems 7. Understand security and privacy issues 8. Make all new source code open 9. Use open standards and common platforms 10. Test the end-to-end service 11. Make a plan for being ofﬂine 12. Make sure users succeed ﬁrst time 13. Make the user experience consistent with GOV.UK 14. Encourage everyone to use the digital service 15. Collect performance data 16. Identify performance indicators 17. Report performance data on the Performance Platform 18. Test with the minister https://www.gov.uk/service-manual/service-standard

@jystewart 1. Understand user needs 2. Do ongoing user research
3. Have a multidisciplinary team 4. Use agile methods 5. Iterate and improve frequently 6. Evaluate tools and systems 7. Understand security and privacy issues 8. Make all new source code open 9. Use open standards and common platforms 10. Test the end-to-end service 11. Make a plan for being ofﬂine 12. Make sure users succeed ﬁrst time 13. Make the user experience consistent with GOV.UK 14. Encourage everyone to use the digital service 15. Collect performance data 16. Identify performance indicators 17. Report performance data on the Performance Platform 18. Test with the minister https://www.gov.uk/service-manual/service-standard Do you know what to do? Are you serious about it? Are you seeking feedback? Can you make it better?

@jystewart “How do I make that pink?” - Ben Terrett,
so many times

Start small, focus on users, build trust through delivery

Make things open, it makes things better

We made a big splash by committing to open source
code and open standards things Make open, it makes things better

Openness is about so much more than source code

@jystewart High performing teams have autonomy

@jystewart Autonomous teams thrive in an open culture

He made it beautiful

GDS @jystewart

https://www.gov.uk/design-principles / https://www.ﬂickr.com/photos/psd/9120523574/

Openness is about transparency of values and principles

@jystewart “The James Branch”

Openness is about accepting challenge

@jystewart "Blame the process, not the people" - W Edwards
Deming

@jystewart It’s time to go beyond “the andon cord”

Openness is about participation

Everyone must know why the work matters & what matters
about the work

Moving security out of the square of despair

GDS Unclassiﬁed Protect Restricted Conﬁdential Secret Top Secret IL0 IL1
IL2 IL3 IL4 IL5 IL6 & & baseline control set, accreditation, assurance, SIRO, RMADS, IAO, GPG, CIAN, PGA, CLAS, (business) impact level

GDS @jystewart

@jystewart We’d quietly been building relationships and ﬁnding a different
way

@jystewart We’d been learning to talk in the language of
“risk”

@jystewart Working with others who had come to the same
conclusions by different routes

@jystewart We experimented on GOV.UK, on Universal Credit, with new
tech for Cabinet Ofﬁce

@jystewart We focused on an approach that put users ﬁrst

@jystewart We collaborated on things with names like “Security Policy
Framework”

@jystewart We should have done more to show worked examples

@jystewart By taking policies back to ﬁrst principles, we make
space to engage the whole team

@jystewart By engaging the team, we can think about security
as design, not just compliance

National Cyber Security Centre

@jystewart “If security doesn't work for people, it doesn't work”
- Emma W from NCSC https://www.ncsc.gov.uk/blog-post/cyberuk-2017-people-strongest- link

Real change requires everyone to learn each others’ languages

“No one is coming. It is up to us.”

https://thenewkingmakers.com @jystewart

@jystewart Multi-disciplinary teams can work with far more people

@jystewart The unit of delivery is the team

@jystewart We have to ﬁnd our satisfaction in the whole
job being done well

@jystewart The real legacy is people all over government who’ve
found a different way

Software as a public service

Thank you James Stewart @jystewart

Lessons learned as a government (deputy) CTO

Lessons learned as a government (deputy) CTO

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