You must use an agile approach to project management to build and run government digital services.
Agile methods encourage teams to build and release quickly, test what they’ve built and iterate their work based on regular feedback.
Your service team must include people doing a variety of different roles (this type of team is called a multidisciplinary team). You may need to include other roles depending on the size and nature of your service.
Multidisciplinary teams are needed to make and operate government services at a sustainable pace and at scale.
Content design exists to help people get what they need from the government/state simply and quickly, using the most appropriate content format or medium available. It focuses on what the user needs to know when they need to know it, rather than writing everything the government/state might want to say. This makes it easier for the user to find what they need, to understand it and act on it.
User journey mapping is the process of creating a visual story of the users’ interactions with a service. It may include many different transactions across organisations needed for the user to achieve their outcome.
The goal of the Digital Services Factory is to provide well maintained, user centered services that help the user achieve an outcome with minimal effort. In order to measure the level of success of our services we need to answer questions such as: Is the service working for the users? Is it working well? Are the changes we are making improving the service? What does good looks like?
Under data protection law, consent means offering individuals real choice and control in relation to how their data is processed. Consent requires a positive opt-in and a very clear and specific statement of consent – don’t use pre-ticked boxes or any other method of default consent.