{"id":35208,"date":"2024-09-23T11:43:58","date_gmt":"2024-09-23T10:43:58","guid":{"rendered":"https:\/\/digileaders.com\/?p=35208"},"modified":"2024-11-25T13:38:00","modified_gmt":"2024-11-25T13:38:00","slug":"from-idea-to-impact-the-crucial-steps-in-digital-service-delivery","status":"publish","type":"post","link":"https:\/\/digileaders.com\/from-idea-to-impact-the-crucial-steps-in-digital-service-delivery\/","title":{"rendered":"From idea to impact, the crucial steps in digital service delivery"},"content":{"rendered":"<p><span style=\"font-weight: 400;\">In the ever-changing landscape of public service delivery, the use of digital technology is a crucial way to meet citizens&#8217; needs effectively. But after years of working in tech delivery, and driving positive change using digital services, I&#8217;ve found that while meeting user needs remains key, it&#8217;s equally important to make sure that digital products and services align with the original business case. This balance is particularly crucial in government, where budgets are shrinking and there&#8217;s a real need to achieve more with fewer resources.\u00a0<\/span><\/p>\n<p>&nbsp;<\/p>\n<p><span style=\"font-weight: 400;\">In this blog, I\u2019d like to share some personal insights into how the initiation and discovery phases can help you create impactful and valuable digital services that deliver the benefits you set out to achieve at the start<\/span><span style=\"font-weight: 400;\">.\u00a0<\/span><\/p>\n<p>&nbsp;<\/p>\n<h3>So what is a valuable service?<\/h3>\n<p><span style=\"font-weight: 400;\">It\u2019s useful to remind ourselves first of all, about what constitutes a valuable service. A valuable service is usually defined as one that delivers a combination of these elements:<\/span><\/p>\n<p>&nbsp;<\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">addresses a problem or fulfils a need for users<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">aligns with objectives<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">delivers economic benefits<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">saves time<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">streamlines processes<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">is accessible to all\u00a0<\/span><\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<p><span style=\"font-weight: 400;\">The Government Digital Service&#8217;s service standard provides a structured framework for building these valuable digital services and includes discovery, alpha, beta and live stages.\u00a0 What\u2019s often missed by digital teams is remembering to revisit the drivers that led to the project being funded in the initial business case. Taking the opportunity to revisit the legislative or financial reasons behind a project is crucial to success.<\/span><\/p>\n<p>&nbsp;<\/p>\n<h3>Understanding the value proposition<\/h3>\n<p><span style=\"font-weight: 400;\">Crafting a valuable service starts right at the beginning, by looking to understand the core value proposition. It&#8217;s about delivering tangible benefits that resonate with both users and stakeholders. That&#8217;s why I&#8217;m a big advocate of collaborative exercises like the MadLibs workshop.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Bringing together key stakeholders, we fill in the blanks to articulate why our service matters and the impact it will have. It&#8217;s a simple yet powerful way to align everyone towards a shared understanding of our mission and vision. Using this exercise, stakeholders are given prompts such as &#8220;Our service helps to _________, so ________.&#8221; Each participant fills in the blanks with their perspective, resulting in a collective understanding of the service&#8217;s value proposition.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Ultimately, the value proposition should be a one or 2 sentence summation of the key components of the business case, helping the team remain focused on the expected outcomes.<\/span><\/p>\n<p>&nbsp;<\/p>\n<p><strong>A hands-on approach to identifying users and their needs<\/strong><\/p>\n<p><span style=\"font-weight: 400;\">But crafting a value proposition is just the beginning. As we move into the discovery phase, it&#8217;s all about rolling up our sleeves and diving into user research. We don&#8217;t just rely on data or intuition &#8211; we go out there and talk to the people who will actually use our service. By understanding their pain points and needs first-hand, we can validate that solving the identified user problems would meet the aims of the business case, using tools such as benefits mapping.\u00a0<\/span><\/p>\n<p>&nbsp;<\/p>\n<p><strong>Quantifying outcomes and benefits<\/strong><\/p>\n<p><span style=\"font-weight: 400;\">And of course, no discovery is complete without defining outcomes and quantifying the predicted benefits. It&#8217;s not just about crunching numbers; it&#8217;s about taking a holistic perspective. We look beyond the metrics to understand the real impact our service is having on people&#8217;s lives. Are we saving them time? Are we making their lives easier? These are the questions that drive us forward and ensure that our future service will make a real difference in the world.<\/span><\/p>\n<p>&nbsp;<\/p>\n<p><strong>A journey of discovery and impact<\/strong><\/p>\n<p><span style=\"font-weight: 400;\">Navigating the initiation and discovery phases of digital service delivery is more than just following a methodology &#8211; it&#8217;s a journey. By understanding the pain-points first-hand, creating a value proposition, and identifying anticipated outcomes, we can create services that not only meet citizens&#8217; needs but also deliver tangible benefits against the business case. And for me, that&#8217;s what it&#8217;s all about\u2014using technology to make a real difference in people&#8217;s lives.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Watch my recent<\/span> <a href=\"https:\/\/www.madetech.com\/events\/best-practice-deliver-citizens-business-case\/\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400;\">Digital Leaders webinar<\/span><\/a> <span style=\"font-weight: 400;\">to find out more about this topic and the subsequent phases of delivery. In particular, there&#8217;s a matrix to help you look at cost versus value decisions in a slightly different way<\/span><\/p>\n<hr \/>\n<p style=\"text-align: center;\"><span class=\"btn-container\"><a class=\"btn btn-md btn-primary\" href=\"https:\/\/digileaders.com\/topic\/tech-for-good\/\">Read More Tech for Good <i class=\"far fa-caret-right\"><\/i><\/a><\/span><\/p>\n","protected":false},"excerpt":{"rendered":"<p>In the ever-changing landscape of public service delivery, the use of digital technology is a crucial way to meet citizens&#8217; needs effectively. But after years of working in tech delivery, and driving positive change using digital services, I&#8217;ve found that while meeting user needs remains [&hellip;]<\/p>\n","protected":false},"author":51,"featured_media":35210,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"class_list":["post-35208","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","topic-data-decision-making","topic-productivity-innovation","topic-ux"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v26.3 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>From idea to impact, the crucial steps in digital service delivery | Digital Leaders<\/title>\n<meta name=\"description\" content=\"In the ever-changing landscape of public service delivery, the use of digital technology is a crucial way to meet citizens&#039; needs effectively.\" \/>\n<meta name=\"robots\" content=\"index, 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