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HI.
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DESIGNING FOR JUSTICE
Bringing a thousand year old justice
system into the 21st century
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DESIGNING FOR GOVERNMENT
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SERVICE DESIGN
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SERVICE DESIGN ISN’T…
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SURE AS H*CK NOT A 108
PAGE, OVERLY-DESIGNED
PDF WITH THE WORD
“SERVICOLOGY” IN THE
TITLE.
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SERVICE DESIGN
IS THE DESIGN OF
SERVICES
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SERVICE DESIGN
IS ABOUT DELIVERY
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HENRY Ⅱ BUILT THE FIRST
COURTS AND PRISONS IN
THE 12TH CENTURY
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MODERN POLICING STARTED IN
THE EARLY 19TH CENTURY
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ALL OF THESE STILL EXIST, HERE
IN THE 21ST CENTURY
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HUGE AMOUNTS OF
SOFTWARE
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NOT AWESOME
AWESOME
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NOT AWESOME
AWESOME
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AND THE USER
EXPERIENCE?
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JUST AWFUL.
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ALL THIS SOFTWARE
POWERS IMPORTANT
SERVICES
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SEND MONEY TO
SOMEONE IN PRISON
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GET HELP PAYING COURT
AND TRIBUNAL FEES
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MOVING PEOPLE SAFELY
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AND THEN IN 2012…
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GDS
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DIGITAL SERVICES SO GOOD
PEOPLE PREFER TO USE THEM
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PRISON VISIT BOOKING
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WHY IS THIS IMPORTANT?
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45%
of prisoners lose
contact with their
family while inside
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39%
more likely
to reoffend
if not visited
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THE PROBLEM.
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I’ve rang over 50 times
and can’t get through.
“
”
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Get more staff on the
phones it's ridiculous!!!!
“
”
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SO, SERVICE REDESIGN.
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LET’S DESIGN AND BUILD
A WAY FOR PEOPLE TO
BOOK ONLINE.
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SURE!
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EXCEPT NO.
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MONOLITHS
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HOW BOOKING A PRISON
VISIT WORKS
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Monolith
Prison
visit
software
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Monolith
Prison
visit
software
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Monolith
Prison
visit
software
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WELL, HOW
ABOUT AN API?
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API (noun)
AN FTP FOLDER WITH A 10
MINUTE RESPONSE TIME.
WTF.
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HOW?
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DON’T ADD TECHNOLOGY.
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RELY ON YOUR USERS.
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COME VISIT.
CHOOSE A DAY.
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CHOOSE THREE.
WE’LL LET YOU KNOW
ONCE IT’S CONFIRMED BY
EMAIL.
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HOW DID WE DO IT?
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THE “HUMAN” API
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@
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Monolith
Prison
visit
software
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@
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LET HUMANS DO THE
WORK DIRECTLY INSTEAD
OF BUILDING COSTLY,
COMPLEX TECHNICAL
SOLUTIONS
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OUTCOMES
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bookings per year
1.5m
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52%
of bookings are done digitally.
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84% user satisfaction rate
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completion rate
82%
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BETTER THAN
STATISTICS?
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WHAT ELSE DID WE DO?
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CALL CENTRE SCRIPTS
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POSTERS IN PRISONS
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GOV.UK
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SO!
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USE LOW- OR NO-TECH
SOLUTIONS FIRST
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USER NEEDS DON’T
NEED TO BE SATISFIED
INSTANTLY
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FOCUS ON THE USER;
WORRY ABOUT THE
TECH LATER
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THAT’S HOW YOU
TRANSFORM SERVICES.
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THAT’S HOW YOU
TRANSFORM SERVICES.
THAT’S HOW YOU DESIGN
FOR GOVERNMENT.
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THANK YOU CANUX!
@CGOVIAS