Breakconf
77
Sarah Richards goodcitizencommunications.com @escmum
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Design and content need to work together to be exceptional. Case studies from GOV.UK and Citizens Advice.
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Sarah Richards!goodcitizencommunications.com!@escmum
www.gov.uk/government/publications/directgov-2010-and-beyond-revolution-not-evolution-a-report-by-martha-lane-fox
1. Create GDS 2. Fix publishing 3. Fix transactions 4. Go wholesale
@escmum
Create GDS!!
Fix publishing!
!
The problem with
publishing!!
“What’s the government’s policy on Afghanistan?”
@escmum
Foreign Office
British Embassy in Kabul
Ministry of Defence
Department for International Development
Number 10
Stabilisation Unit
Home Office
Cabinet Office
Deputy PM
“I don’t know what the government’s policy is on Afghanistan”
@escmum
Fix publishing!
!
simpler!
@escmum
gov.uk/designprinciples @escmum
@escmum
Government should only do what only government can do
@escmum
@escmum
@escmum
@escmum
@escmum
@escmum
Content !cull!
@escmum
@escmum
@escmum
@escmum
clearer!
gov.uk/designprinciples/styleguide @escmum
@escmum
@escmum
faster!
@escmum
Game time
@escmum
Type your point in here
@escmum
@escmum
@escmum
@escmum
Fix transactions!
@escmum
!
Book a driving test£6.62 - post£4.11 - phone£0.22 - online
@escmum
@escmumhttp://transactionsexplorer.cabinetoffice.gov.uk
1. Create GDS 2. Fix publishing 3. Fix transactions 4. Go wholesale
@escmum
The benefits!
GDS saved!
£500 million
£42 million
Sarah Richards @escmumSarah Richards
Good content and design can keep people out of jail
@escmum
Sarah Richards @escmum
Sarah Richards @escmum
Sarah Richards @escmum
Sarah Richards @escmumSarah Richards
Digital transformation
is culture change!
“Is this from government....? But I understand it....”
@escmum
“... just wanted to encourage the gov.uk team... the information is clear and easily understood by a numpty like me... Can I vote for you in the next election?”
@escmum
The other side!
Sarah Richards @escmum
Helps over 2m people a year 3,300+ locations 2m more on the phone 16m visits online 22,200+ volunteers !
@escmum
Sarah Richards @escmum@escmum
Sarah Richards @escmum
Most users have an iPhone !
People leave quickly !
Professional users
@escmum
Sarah Richards @escmum
GDS audience: everyone in the UK !
Task: sort out a problem/get information
@escmum
Sarah Richards @escmum
Citizens Advice audience: everyone in the UK !
Task: sort out a problem/get information
@escmum
Advice is
hard Sarah Richards @escmum@escmum
People don’t know what the problem is
Sarah Richards @escmum@escmum
Sarah Richards
Sarah Richards @escmum@escmum
Sarah Richards @escmum@escmum
Still to learn...!
Everything
Sarah Richards @escmum
Users !never stop!
!
Sarah Richards!goodcitizencommunications.com!@escmum
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