This was the second of a series of events on digital public service delivery in partnership with Wales Council for Voluntary Action, Y Lab, Welsh Government and Good Practice Wales.

 

Digital can often improve customer service so that services meet the expectations of the user. It can also improve the administrative element of a service, freeing up staff to focus on the needs of the service user in order to provide a more effective and efficient service.

 

Authority and knowledge are often separated within public service organisations. This seminar empowered attendees to lead the change agenda within their organisations. It looked at what is already available digitally, shared good practice and looked at the wider application of digital principles. It is not about moving services to digital platforms, but instead to think about how services can be redesigned so that they are better integrated, delivered smarter and of higher quality. This requires a shift in mind-set and the up-skilling of public service staff in order to deliver services differently.

 

Considering the provisions of the Wellbeing of Future Generations Act, this seminar provides an important opportunity. It will allow public services to come together to re-design services that place the service user and the wider population firmly at their centre. It is important that organisations start to think about how digital can contribute towards the seven wellbeing goals that are outlined in the act.

For this seminar, we designed delegate personas with Y Lab, which are based on their work on the Digital Innovation Fund. Delegates were:

This was the second of a series of events on digital public service delivery in partnership with Wales Council for Voluntary Action, Y Lab, Welsh Government and Good Practice Wales.

 

Digital can often improve customer service so that services meet the expectations of the user. It can also improve the administrative element of a service, freeing up staff to focus on the needs of the service user in order to provide a more effective and efficient service.

 

Authority and knowledge are often separated within public service organisations. This seminar empowered attendees to lead the change agenda within their organisations. It looked at what is already available digitally, shared good practice and looked at the wider application of digital principles. It is not about moving services to digital platforms, but instead to think about how services can be redesigned so that they are better integrated, delivered smarter and of higher quality. This requires a shift in mind-set and the up-skilling of public service staff in order to deliver services differently.

 

Considering the provisions of the Wellbeing of Future Generations Act, this seminar provides an important opportunity. It will allow public services to come together to re-design services that place the service user and the wider population firmly at their centre. It is important that organisations start to think about how digital can contribute towards the seven wellbeing goals that are outlined in the act.

For this seminar, we designed delegate personas with Y Lab, which are based on their work on the Digital Innovation Fund. Delegates were: