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Martin JordanHead of Service DesignGovernment Digital Service@martin_jordan
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Designing government services that meet user needs
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I work at the Government Digital Service
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GDS
We help departments createand deliver better services
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GDS
~18,000 people working in digital
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GDS
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GDS
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GDS
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Sell a carStart a business
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Service patternsIt took me two years to work out what i needed to
Buy a house
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Learn to drive a car
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Government isn’t meeting the needs of users
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GDS
You need to interact with up to 12 different parts of the UK government if you want to start a business.
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GDS
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GDS
HM Revenue and Customs
Department for Work and Pensions
Home Office
Foreign and Commonwealth
Office
Department of Health and Social Care
Ministry of Justice
DfT
DfE
DCLG
BEIS
DEFRA
GDS
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GDS
Policy Strategy
Operations
Digital TechnologyData
Evidence
GDS
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GDS
Problems we often see:Isolated transactionsDecade-old paper logicDuplicated transactions
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Approach
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GDS
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GDSGDS
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GDS
Taking a user-centred approach de-risksthe things we are working on
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GDS
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GOV.UK Design System
GDS
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Standards
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GDS
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Assurance
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Training
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Service Manual
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GDS
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GDS
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GDS
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How this works in practice
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GDSgov.uk/check-state-pension
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GDS
All people want to know:How much state pension can I expect?
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GDSgov.uk/check-state-pension
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GDS
Services will shape government, not the other way around
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GDS
Join us!
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GDS
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Thanks!
Martin Jordan@martin_jordan