Case study
public sector - a Service-led approach to Policy development
Client Background
A central government department recognised the need to modernise its operating model to facilitate more efficient and effective ways of developing and implementing public policy. They sought assistance to align their practices with the best practices and standards set by the UK Government Digital Service Standards (GDSS).
Approach
Our approach involved working closely with the government department to analyse their existing operating model and identify areas for improvement. Key steps in the process included; assessments and documentation of existing processes, a review of the as-is technology landscape, comprehensive engagement across various users and stakeholder groups, publishing detailed change proposals, impact assessments and a roadmap for strategic change.
Key Outcomes
Alignment with GDS Standards: Practices were realigned with the UK Government Digital Service Standards, ensuring consistency and quality in service delivery.
Service-led Approach: A new approach to policy development was identified, emphasising the early engagement with operational, technology and core functions to deliver user-centric services.
User-Centred Design: User-centred design principles were adopted, ensuring policies and services were built to meet the needs and expectations of end-users.
Conclusion
By embracing a service-led approach to policy development and aligning with UK Government Digital Service Standards, the central government department was able to modernise its operating model and improve its effectiveness in delivering policies and services that meet the needs of citizens and stakeholders. The initiative has set the stage for continued innovation and improvement in the department's practices and processes, ensuring that it remains responsive and adaptable in an ever-changing policy landscape.