Integrate the channels
Compare digital access and assistance points.
To verify. Check continuity and running costs.
How can a service be redesigned without losing those who use it least?
The people who use a service do not tell the whole story of demand. The discussion must also make the barriers to access visible.
The question first.
Then the system.
A public body is reviewing the channels, opening hours or ways of accessing a service. The decision must also take into account those who do not use the digital channel or struggle to express a need.
What evidence is needed. Aggregated access data, reports, procedures, resources and direct input from the people involved. Missing information must remain recognisable as such.
The quality of the discussion
starts with the people at the table.
Who sits at the table is part of the project, not a by-product of the technology. The roles listed here are a proposal to be adapted to the organisation.
Agency leadershipService managersFront-line staffIT and information systemsAssociationsCitizens involved
The question not to forget
Who lives with the effects, but is not in the room?
People with less digital access, those who do not file complaints, those facing language or mobility barriers. A representative assumption is not a consultation that has taken place.
Not the right answer in advance.
The reasons for each alternative.
These options are illustrative. In the pilot they are reworked from the evidence and constraints of the chosen process.
Review timing and arrangements
Examine opening hours, appointments and response times.
To verify. Assess the effects on different groups.
Simplify the journey
Compare steps, information and responsibilities.
To verify. Check the requirements that apply to the service.
A documented process.
A verification to agree on.
A comparison of service models, with assumed impacts, perspectives not covered and conditions for checking with the people concerned.
- 01Coverage of the relevant perspectives
- 02Clarity of steps and responsibilities
- 03Agreed accessibility indicator
These are proposed criteria, not results already measured. Baseline, sources, timescales and thresholds must be set before launch.
Explore the process / Guided reading
The question is scoped.
A public body is reviewing the channels, opening hours or ways of accessing a service. The decision must also take into account those who do not use the digital channel or struggle to express a need.
Predefined editorial content. It is not a simulation run by an AI model and it does not produce a decision.
It starts with a real questionDoes this question concern you?
Does this question concern you?
Let’s make it concrete.
Bring your organisation’s context. The first step is to understand whether the conditions exist for a useful trial.
Start a conversation