cgbt

What I learned after 9 months at MOJ

What people s expectations of digital usually are

2OFFICIAL SENSITIVE

Booking a visit is so upsetting. You ring and hold for ages then they just hang up. I m worried sick.

Her attitude to her situation:- Sherry is extremely upset and stressed she is very concerned for her son s immediate welfare and safety.- Worried about how he is coping with being in custody.- Anxious about the future impact of this on his life chances - he hasn t had a criminal record up until now. Her biggest challenges:- t took over 10 hours for her to find out where her son was, and which prison he had been sent to- Needs reassurance that her son is safe and well- Needs to know that she will be able to book a visit to see him today. Her main information sources:- Her son s solicitor he told her which prison Dylan had been sent to.- Her daughter suggested going on the internet - they found a phone number to call.

Her son Dylan was remanded in custody yesterday for taking part in a theft. She is not used to technology and gets her daughter to help her.

- Emotional support (she is upset and worried).- Reassurance and confirmation she will get to see her son. - Clear signposting and information about what will happen - she s never done this before.- Tools to help her remember details because she s stressed and may make mistakes.

Key Needs:

Her main practical problems:- So far she hasn t managed to get through on the phone line- She didn t know where to begin to find information the computer at home is her daughter s and Sherry doesn t know how to work it.- She has had to take the day off work at short notice to travel to the prison, but doesn t want any of her colleagues to know why

Other information needs:- She needs to know what she can bring for him- She needs to work out how she is going to get to the prison- She wants to know how often she will be able to see him, especially at the weekend when she is not working.- She wants to know what being on remand involves and how long this will last

3OFFICIAL SENSITIVE

Sherry | 55 | Part time carer | Remand/New Visitor

There was a well-established digital

team of

75

4OFFICIAL SENSITIVE

Digital teams drank MOJ waterfall Koolaid

Unrealisable/undefined scope

No project method

Low confidence in delivery

Digital portfolio at risk

MVP? Total service transformation ?

5OFFICIAL SENSITIVE

Service Delivery | Digital exemplar projects Jan-14 Dec-13

Prison Visits Booking (PVB) R A

Civil Claims R A

PVB web app

Work flow

Prison NOMIS

MVP

Ç√

Late

r bac

k-en

dde

velo

pmen

t

Web front end

Work flow

MCOL

MVP

Late

r bac

k-en

dde

velo

pmen

t

Caseman

PCOL

Ç√Ç√

Ç√

7OFFICIAL SENSITIVE

Ɣ Force timeboxing to focus minds

Ɣ Deliver world-class digital services in human timescales

Ɣ Build credibility with the business

Ɣ Show what we mean by iteration

The strategy really is delivery!

1/ MVP > Total service transformation

6OFFICIAL SENSITIVE

8OFFICIAL SENSITIVE

Project Delivery Framework

Civil Claims - a complex service

9OFFICIAL SENSITIVE

Delivering iteratively - piece by piece

10OFFICIAL SENSITIVE

3 of 4 exemplars L VE right now

Lasting Power ofAttorney

L VE

Civil ClaimsPrison Visits

Booking

Apply to an Employment

Tribunal

L VE L VE BETA

11OFFICIAL SENSITIVE

Requirements from executive agencies

OFFICIAL SENSITIVE 12

Old legislation, old policy, old procedure, old

systems, old habits, old culture

All taken as given

Very hard to be user-focused with

few degrees of freedom

why do research?

Digital ways of working in a policy context

nteraction between policy making & digital

service design

Legislative barriers to fully

digitised services

2/ Work with policy colleagues from the beginning!

Skills, techniques and mindsets from digital can be translated

into a policy world

Link between two areas of service design to produce

public services that are built around, and respond to, user

need

Digital ways of working

Open Policy

Making / PEG

Building digital

services

Formulating policy

Remove legacy barriers and prevent more in future from the

start of the policy process

SERVICE DESIGN

DataPrototypesResearchIteration


Digital work programme

NOMS HMCTS

LAA HQ

Following HMCTS Reform priorities. Focus on public-facing services

60% digitisation complete. Help get them over the line

Embracing culture change (eg TW3) with much to do

Providing digital services to drive process standardisation in Public Prisons

ALBs Varied picture, though exemplary evidence of digital working (OPG)

Prison Visits Exemplar Aug 2014

Real-time booking (AP ) Nov 14 Mar 15

Risk of Serious Harm calculator Oct 2014

Official Visits Mar 2015

Assisted Visits

Prisoner self-service TBC

Exemplar Court MVP Aug 2014

Civil Claims Sep 2014

ET Fees Nov 2014

Jury Summons March 2015

Fee Remission TBC

Social Security and Child Support TBC

mmigration Asylum Appeals TBC

Performance dashboard Nov 2014

Civil Legal Advice Nov 2014

Defence Solicitor TBC

Online Billing LAA Apr 2015

Archipelago L VE

PQ Correspondence Sep 2014

People Finder Aug 2014

SCS Assessment Oct 2014

Digital Case File No start

Transition to GOV.UK Nov 2014

OPG Digital Deputyships Mar 2015

OPG Digital Back-office Apr 2015

LPA v2 Nov 2014

TBC

OFFICIAL SENSITIVE All dates are Live Service date 14

Paul Shetler

CDO

DigitalPublic and internal user facing - moving the Department s public services to the nternet - simplifying and improving user service

3/ There s a lot to do - divide the labour!

Business apps & ownership of dataMission critical applications and all business data owned and managed by the business

nfrastructureAll platforms, devices and infrastructure provided by a central technology organisation across all business units - providing simpler, cheaper, more effective platforms

IanSayerCTO

System

development

System

integration


4/ You re nowhere without in-house capability

n-house delivery capability

Recruitment team Franchise brand

We re embedding digital specialist knowledge throughout the MOJ, not

just one team

We hired a dedicated team to handle search, interviews, hiring

and onboarding

We have specialists in design, development, research, content

NOMS HMCTS

LAA


ssues

Properly defining MVPs

Legacy systems and contracts

Service redesign is more than just

digital

Civil service timescales are

glacial


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