This document discusses the creation of the Government Digital Service (GDS) in the UK and its efforts to improve public services through fixing publishing, transactions, and going wholesale. It notes that GDS has saved over £500 million and helped reform how government provides information and services online to make them simpler, clearer, and faster for citizens. The document also acknowledges there is still more to learn and challenges to address regarding user needs.

1. Sarah Richards!
goodcitizencommunications.com!
@escmum

3. www.gov.uk/government/publications/directgov-2010-and-beyond-revolution-not-evolution-
a-report-by-martha-lane-fox

4. 1. Create GDS
2. Fix publishing
3. Fix transactions
4. Go wholesale
@escmum

5. Create GDS!
!

7. Fix
publishing!
!

8. The problem
with
publishing!
!

9. “What’s the
government’s policy
on Afghanistan?”
@escmum

10. Foreign Office

11. British Embassy
in Kabul

12. Ministry of
Defence

13. Department for
International
Development

14. Number 10

15. Stabilisation Unit

16. Home Office

17. Cabinet Office

18. Deputy PM

19. “I don’t know what the
government’s policy
is on Afghanistan”
@escmum

20. Fix
publishing!
!

21. simpler!
@escmum

22. gov.uk/designprinciples @escmum

23. @escmum

24. Government should
only do what only
government can do
@escmum

25. @escmum

26. @escmum

27. @escmum

28. @escmum

29. @escmum

30. Content !
cull!
@escmum

31. @escmum

32. @escmum

33. @escmum
clearer!

34. gov.uk/designprinciples/styleguide @escmum

35. @escmum

36. @escmum

37. faster!
@escmum

38. Game time
@escmum

39. Type your point in
here
@escmum

40. @escmum

41. @escmum

42. @escmum

43. Fix
transactions!
@escmum

44. !
Book a driving test
£6.62 - post
£4.11 - phone
£0.22 - online
@escmum

45. http://transactionsexplorer.cabinetoffice.gov.uk @escmum

46. httpSs:a//rwahw wR.igchoav.rudks/service-manual @egsdcsmteuam

47. 1. Create GDS
2. Fix publishing
3. Fix transactions
4. Go wholesale
@escmum

48. The
benefits!

49. GDS saved
!
£500 million
£42 million
Sarah Richards Sa@raehs cRmicuhmards

50. Good content and
design can keep
people out of jail
@escmum

51. Sarah Richards @escmum

52. Sarah Richards @escmum

53. Sarah Richards @escmum

54. Sarah Richards Sa@raehs cRmicuhmards

58. Digital
transformation
is culture
change!

59. “Is this from
government....?
But I understand it....”
@escmum

60. “... 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

62. The other
side!

63. Helps over 2m people a
year
3,300+ locations
2m more on the phone
16m visits online
22,200+ volunteers
!
Sarah Richards @escmum

64. Sarah Richards @escmum

65. Most users have an iPhone
!
People leave quickly
!
Professional users
Sarah Richards @escmum

66. GDS audience:
everyone in the UK
!
Task:
sort out a problem/get
information
Sarah Richards @escmum

67. Citizens Advice audience:
everyone in the UK
!
Task:
sort out a problem/get
information
Sarah Richards @escmum

68. Advice
is
hard
Sarah Richards @escmum

69. People don’t know
what the problem is
Sarah Richards @escmum

70. Sarah Richards

71. Sarah Richards @escmum

73. Sarah Richards @escmum

74. Still to
learn...!

75. Everything
Sarah Richards @escmum

76. Users !
never stop!
!

77. Sarah Richards!
goodcitizencommunications.com!
@escmum