What does radical redesign look like? For Barking and Dagenham, it’s about creating services that emphasise frontline impact over institutions.
As part of their 2020 strategy and vision, the borough is considering several areas of reform, as well as how those reforms could be best delivered. We are helping them re-envision a council built around users rather than departments, one that breaks down silos and brings services together.
The Dorsetforyou partnership board approached us with a bold and exciting new prospect: rather than simply rehaul the council’s website, we were tasked with helping define an approach for joined up digital transformation across Dorset’s councils.
What’s the difference? Digital transformation involves not just new web properties but also a reframing of the sorts of technology, skills and finance required to design new digital services for citizens that better meet their needs, improve their experience and save money.
In 2015, Salford City Council asked us to identify ways of improving outcomes for young people in the area of Little Hulton. Over the course of several months we conducted extensive quantitative and qualitative research to understand what makes Little Hulton unique -- and what might improve things for young people living there.
The project is still ongoing; to date, we have conducted in-depth ethnographic research and provided insights that will guide prototype development moving forward.
By the time the London Borough of Bexley started working with us in late 2015, they'd already started towards using digital and design to reimagine their services. However, they wanted a dedicated space to house these type of innovative approaches, as well as some guidance on how to create solutions at scale.
Improving school readiness and helping every child to have the best start in life are key strategic priorities for Tameside Council; currently, only 42% of Tameside children are school-ready by age five. To help address an issue of parents not accessing support services, FutureGov worked with Tameside to conduct in-depth research and provide recommendations for improving the user experience.
As part of a £1 million, three-year digital innovation partnership, FutureGov worked with Surrey Council to set up an innovation space to transform the way public services are designed and delivered.
Initially staffed with a joint team of designers, technology strategists and leaders of transformational change, the lab -- dubbed Shift Surrey -- focused on several exemplar projects to showcase different ways of working. One of those projects is Lantern, an online self-assessment tool that lets citizens identify their own social care eligibility and also recommends an alternative list of services beyond those directly managed by the council.
Nearly 2,000 social care professionals across the UK and Australia use Patchwork, a FutureGov product that facilitates inter-agency connection around shared clients. In 2014, we partnered with Wigan to implement Patchwork with their local agencies—and now 35 organisations, from Adult Social Care to the Greater Manchester Police, are using the tool to provide better, more integrated care.
In the face of significant budget cuts, we partnered with Bolton Council to reconsider their approach to customer engagement. Using Bolton’s housing benefit process as a case study, we worked with the council’s customer service team and local residents to understand what their strategy would mean for citizens, as well as what other opportunities remained to help the council create an excellent experience for their customers.
Informed by research with citizens and staff, we delivered a fully fledged digital transformation strategy, along with a roadmap for implementation. We also developed a working digital prototype for the council to test with customers.
As part of their commitment to unify and simplify the customer experience, Coventry City Council recently consolidated their existing customer service centres into one new single point of access.
To build on the new centre’s successful launch, and to help inform a wider strategy around channel shift, Coventry asked FutureGov to help understand and optimise user experience.