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Tag: Delivery

Partnership

The good and the bad.

At Difrent we always talk about our desire to deliver in partnership with out clients. To move beyond the pure supplier and client relationship to enable proper collaboration.

One of my main frustrations when I was ‘client side’ was the amount of suppliers we’d work with who said they would partner with us, but then when the contract started, after the first few weeks had passed and the new relationship glow had faded; the teams and the account managers reverted to type. I can’t recall how many times I had to have conversations at the supplier governance meetings where I was practically begging them to challenge us; to be a critical friend and push for the right thing; to feedback to us about any issues and suggest improvements. It always felt like we were reaching across a gap and never quite making full contact.

As such, that’s one of the areas in Difrent I (and others) are very keen to embody. We try to be true partners; feeding back proactively where there are issues or concerns or where we have suggestions. Trying to foster collaborative ‘one team’ working.

We’ve obviously had more success with this on some contracts vs others. There’s always more we can learn about how to better partner with our clients; however; given we see a lot of complaining about strained partnerships between clients and suppliers; I thought I’d do a bit of a case study/ reflection and praise of one partnership we’ve been working on recently.

Difrent won a contract with the Planning Inspectorate last year, and it was the first completely remote pitch and award we’d been involved with on a multi million pound contract.

From the start of the procurement it became really clear that the Planning Inspectorate wanted a partner; that this wasn’t just lip service, but something they truly believed it. As part of the procurement process they opened up their github so we could see their code; they opened up their Miro so we could see their service roadmap, they proactively shared their assessment reports with suppliers etc.

For us this made not only a good impression, but enabled us to develop a more informed and valuable pitch.

Since we put virtual feet in the virtual door that dedication to partnership has remained as true 6 months later as it was then. Outside of our weekly governance calls we’ve had multiple workshops to discuss collaboration and ways of working. We’ve had multiple discussions on knowledge transfer and reflecting on progress and ways to iterate and improve.

Where there have been challenges we’ve all worked hard to be proactive and open and honest in talking things through. They’ve welcome our suggestions and feedback (and proactively encouraged them) and been equally proactive on giving us feedback and suggestions.

This has helped us adapt and really think about how we do things like knowledge transfer, always challenging (especially remotely), but something we’re passionate about getting right. We’ve all worked so hard on this, so much so that it’s become on of the core bits of our balanced scorecard; ensuring they as a client can measure the value they’re getting from our partnership not just through our outputs on the projects we’re working on, but our contributions to the organisation as a whole; which is also really helpful for us to be able to help us analyse and iterate our ‘value add’ to our partners; and ensure we’re delivering on our promises.

I think there is a lot of learning for other Departments/ ALB’s out there looking to procure digital services or capability on how a good partnership with a supplier needs to start before the contract is signed.

Thanks to Paul Moffat and Stephen Read at the Planning Inspectorate for helping with this blog – demonstrating that partnership in action!

Talking Digital Transformation

It’s something that has come up a lot in conversations at the moment, what is Digital Transformation? What does Digital Transformation mean to me? I always joke that it’s my TED talk subject, if I had one; as such I thought why not write a blog about it?

What is Digital Transformation?

According to Wikipedia, Digital Transformation “is the adoption of digital technology to transform services or businesses, through replacing non-digital or manual processes with digital processes or replacing older digital technology with newer digital technology.

The Wikipedia definition focuses on 3 of the main areas of Digital Transformation; technology, data, process; which are the areas most people quote when but doesn’t reference organisational change; which is often recognised as the 4th pillar needed for successful transformation.

If we’re being specific, then I agree with the Wikipedia definition at the project or service level, but when someone says Digital Transformation to me; I automatically start thinking about what that means at the organisational level, before moving onto the other areas.

I’ve done plenty of blogs previously on the importance of considering your organisational culture when trying to implement change; and how likely it is that your transformation will fail if you don’t consider your culture as part of it; but that as we see from the Wikipedia Definition; the people side of Digital Transformation is often forgotten.

There’s a good blog here that defines the 4 main challenges organisations face when looking to implement Digital Transformation, which it defines as:

  • Culture.
  • Digital Strategy and Vision.
  • IT infrastructure and digital expertise.
  • Organisational Structure.

Here, we see Culture is the first/largest challenge mainly organisations face; which is why it’s important is’t not treated as an afterthought. Why is that? Is our methodology wrong?

So how do we go about delivering Digital Transformation?

The Enterprise project has a good article here on what it views as the 3 important approaches leaders should take when implementing Digital Transformation.

  • Solve the biggest problem first.
  • Collaborate to gain influence.
  • Keep up with information flows.

There’s (hopefully) nothing revolutionary here; this is (in my opinion) common sense in terms of approach. But so often, when we start talking about Digital Transformation, we can quickly fall into the trap about talking about frameworks and methodology; rather than the how and why of our approach to solving problems. So, are there any particular frameworks we should be using? Does the right framework guarantee success?

There are lots of different frameworks out there; and I can’t document them all; but below are some examples…

This article sums up what it deems as the top 5 Digital Transformation frameworks, which are the big ones; including MIT; DXC; CapGemini; McKinsey; Gartner; Cognizant and PWC. It’s a good summary and I won’t repeat what it says about each, but it looks at them in the following terms that I think are key for successful Digital transformation:

  • customer-centricity
  • opportunity and constraints
  • company culture
  • simplicity

There are obviously a few others out there; and I thought I’d mention a couple:

The first one is this AIMultiple; this one interestingly has culture as the final step; which for me makes it feel like you are ‘doing transformation to the teams rather than engaging teams and bringing them into the transformation; which doesn’t work well for me.

AIMultiple Digital Transformation Framework
https://research.aimultiple.com/what-is-digital-transformation/#what-is-a-digital-transformation-framework

This second one; from ionology, has Digital Culture and Strategy as its first building block; with user engagement as its second building with equal waiting to Processes, Technology and Data. It recognises that all of these elements together are needed to deliver Digital Transformation successfully. This one feels much more user centric to me.

https://www.ionology.com/wp-new/wp-content/uploads/2020/03/Digital-Transformation-Blocks-Equation.jpg

So where do you start?

Each of these frameworks has key elements they consider, in a particular order that they feel works best. But before panicking about which (if any) framework you need to pick; it’s worth remembering that no single framework will work for every business and any business will need to tailor a framework to fit their specific needs. 

How you plan to approach your transformation is more important than the framework you pick. Which is why the Enterprise article above about good leadership for me is spot on. We should always be asking:

  • What is the problem you’re trying to solve within your organisation by transforming it, and why?
  • Who do you need to engage and collaborate with to enable successful transformation?
  • What is the data you need to understand how best to transform your organisation?

Once you know what you’re trying to achieve and why, you can understand the options open to you; you can then start looking at how you can transform your processes, technology, data and organisational structure; at which point you can then define your strategy and roadmap to deliver. All of the above should be developed in conjunction with your teams and stakeholders so that they are engaged with the changes that are/will be happening.

Any framework you pick should be flexible enough to work with you to support you and your organisation; they are a tool to enable successful Digital Transformation; not the answer to what is Digital Transformation.

So, for me; what does Digital Transformation mean?

As the Enterprise Project states; Digital transformation “is the integration of digital technology into all areas of a business, fundamentally changing how you operate and deliver value to customers. It’s also a cultural change that requires organisations to continually challenge the status quo, experiment, and get comfortable with failure.” Which I wholeheartedly agree with.

Agile Delivery in a Waterfall procurement world

One of the things that has really become apparent when moving ‘supplier side’ is how much the procurement processes used by the public sector to tender work doesn’t facilitate agile delivery.

The process of bidding for work, certainly as an SME is an industry in itself.

This month alone we’ve seen multiple Invitations to Tender’s on the Digital Marketplace for Discoveries etc, as many departments are trying to spend their budget before the end of the financial year.

The ITT’s will mention user research and ask how suppliers will work to understand user needs or hire proper user researchers. But they will then state they only have 4 weeks or £60K to carry out the Discovery. While they will specify the need for user research, no user recruitment has been carried out to let the supplier hit the ground running; it’s not possible for it to be carried out before the project starts (unless as a supplier you’re willing to do that for free; and even if you are, you’ve got less than a week to onboard your team, do any reading you need to do and complete user recruitment, which just isn’t feasible); and we regular see requests for prototypes within that time as well.

This isn’t to say that short Discoveries etc. are impossible, if anything COVID-19 has proved it is possible, however there the outcomes we were trying to deliver were understood by all; the problems we were trying to solve were very clear,; and there was a fairly clear understanding of the user groups we’d need to be working with to carry out any research; all of this enabled the teams to move at pace.

But we all know the normal commercial rules were relaxed to support delivery of the urgent COVID-19 related services. Generally it’s rare for an ITT to clarify the problem the organisation is trying to solve, or the outcomes they are looking to achieve. Instead they tend to solely focus on delivering a Discovery or Alpha etc. The outcome is stated as completing the work in the timeframe in order to move to the next stage; not as a problem to solve with clear goals and scope.

We spend a lot of time submitting questions trying to get clarity on what outcomes the organisations are looking for, and sometimes it certainly feels like organisations are looking for someone to deliver them a Discovery solely because the GDS/Digital Service Standard says they need to do one. This means, if we’re not careful, halfway through the Discovery phase we’re still struggling to get stakeholders to agree the scope of the work and why we really do need to talk to that group of users over there that they’ve never spoken too before.

Image result for gds lifecycle
The GDS lifecycle

The GDS lifecycle and how it currently ties into procurement and funding (badly) means that organisations are reluctant to go back into Discovery or Alpha when they need too, because of how they have procured suppliers. If as a supplier you deliver a Discovery that finds that there is no need to move into Alpha (because there are no user needs etc) or midway through an Alpha you find the option you prioritised for your MVP no longer meets the needs as anticipated, clients still tend to view that money as ‘lost’ or ‘wasted’ rather than accepting the value in failing fast and stopping or changing to do something that can add value. Even when the clients do accept that, sometimes the procurement rules that brought you on to deliver a specific outcome mean your team now can’t pivot onto another piece of work, as that needs to be a new contract; either scenario could mean as a supplier you loose that contract you spent so much time getting, because you did ‘the right thing’.

We regularly pick up work midway through the lifecycle; sometimes that’s because the previous supplier didn’t work out; sometimes its because they were only brought in to complete the Discovery or Alpha etc. and when it comes to re-tender, another supplier is now cheaper etc. That’s part and parcel of being a supplier; but I know from being ‘client side’ for so long how that can make it hard to manage corporate knowledge.

Equally, as a supplier, we rarely see things come out for procurement in Live, because there is the assumption by Live most of the work is done, and yet if you follow the intent of the GDS lifecycle rather than how it’s often interpreted, there should still be plenty of feature development, research etc happening in Live.

This is turn is part of the reason we see so many services stuck in Public Beta. Services have been developed by or with suppliers who were only contracted to provide support until Beta. There is rarely funding available for further development in Live, but the knowledge and experience the suppliers provided has exited stage left so it’s tricky for internal teams to pick up the work to move it into Live and continue development.

Most contracts specify ‘knowledge transfer’ (although sometimes it’s classed as a value add; when it really should be a fundamental requirement) but few are clear on what they are looking for. When we talk to clients about how they would like to manage that, or how we can ensure we can get the balance right between delivery of tangible outcomes and transferring knowledge, knowledge transfer is regularly de-scoped or de-prioritised. It ends up being seen as not as important as getting a product or service ‘out there’; but once the service is out there, the funding for the supplier stops and the time to do any proper knowledge transfer is minimal at best; and if not carefully managed suppliers can end up handing over a load of documentation and code without completing the peer working/ lunch and learns/ co-working workshops we’d wanted to happen.

Some departments and organisations have got much better at getting their commercial teams working hand and hand with their delivery teams; and we can always see those ITT’s a mile off; and it’s a pleasure to see them; as it makes it much easier for us as suppliers to provide a good response.

None of this is insurmountable, but we (both suppliers and commercial/procuring managers and delivery leads) need to get better at working together to look at how we procure/bid for work; ensuring we are clear on what the outcomes we’re trying to achieve are, and properly valuing ‘the value add’.

Agile at scale

What do we even mean when we talk about agile at scale and what are the most important elements to consider when trying to run agile at scale?

This is definitely one of those topics of conversation that goes around and around and never seems to get resolved or go away. What do we even mean when we talk about agile at scale? Do we mean scaling agile within a programme setting across multiple teams? Do we mean scaling it across multiple programmes? Or do we mean scaling it using it at scale within a whole organisation?

When ever I’m asked about what I believe to be the most important elements in enabling successful delivery using agile, or using agile at scale, the number one thing I will always talk about isn’t the technology; It isn’t digital capability; or experience with the latest agile ways of working (although all those things are important and do obviously help) it’s the culture.

I’ve blogged before on how to change a culture and why it’s important to remember cultural change alongside business transformation; but more and more, especially when we’re talking about agile at scale I’ve come to the conclusion that the culture of an organisation; and most especially the buy in and support for agile ways of working at a leadership level within an organisation, is the must fundamental element of being able to successfully scale agile.

Agile its self is sadly still one of those terms that is actually very marmite for some, especially in the senior leadership layers. They’ve seen agile projects fail; it seems like too much change for too little return, or its just something their digital/tech teams ‘do’ that they don’t feel the need to really engage with. GDS tells them they have to use it, so they do.

Which is where I think many of the agile at scale conversations stumble; it’s seen as a digital/tech problem, not an organisational one. This means that time and again, Service Owners, Programme Directors and agile delivery teams get stuck when trying to develop and get support for business cases that are trying to deliver holistic and meaningful change. We see it again and again. Agile delivery runs into waterfall funding and governance and gets stuck.

As a Service Owner or Programme Director trying to deliver a holistic service, how do you quantify in your business case the value this service and this approach to delivery will add? The obvious answer, hopefully, is using data and evidence to show the potential areas for investment and value it would add to both users and the business. But how do you get that data? Where from? How do you get senior leaders to understand it?

In organisations where agile at scale is a new concept, supporting senior leaders to understand why this matters isn’t easy. I often try and recommend new CDO’s, CEO’s or Chief Execs ‘buddy up’ or shadow some other senior folks who have been through this journey; folks like Darren Curry, Janet Hughes, Tom Read and Neil Couling; who understand why it matters, and have been through (or are going through) this journey themselves in their organisations and are able to share their experiences for both good and bad.

I will always give full praise to Alan Eccles CBE who was previously The Public Guardian, and chief exec of the Office of the Public Guardian, with out whom the first Digital Exemplar, the LPA online, would never have gone live. Alan was always very honest that he wasn’t experienced or knowledgeable about agile or digital, but he was fully committed to making the OPG the first true Digital exemplar Agency; and utilising everything digital, and agile ways of working, had to offer to transform the culture of the OPG and the services they delivered. If you want an example of what a true Digital culture looks like, and how vocal and committed Alan was to making the OPG digital, just take a look at their blog which goes all the way back to 2015 and maps the OPG’s digital journey.

Obviously, culture isn’t the only important factor when wanting to scale agile; the technology we use, the infrastructure and architecture we design and have in place, the skills of our people, the size of our teams and their capacity to deliver are also all important. But without the culture that encompasses and supports the teams, the ability to deliver at scale will always be a struggle.

The commitment to change, to embracing the possibilities and options that a digital culture and using agile at scale brings at the senior leadership level permeates through the rest of the organisation. It encourages teams to work in the open, fostering collaboration, identifying common components and dependancies. It acknowledges that failure is ok, as long as we’re sharing the lessons we’ve learned and are constantly improving. It supports true multidisciplinary working and enables holistic service design by encouraging policy, operations and finance colleagues etc to be part of the delivery teams. All of this in turn improves decision making and increases the speed and success of transformation programmes. Ultimately it empowers teams to work together to deliver; and that is how we scale agile.

Notes from some Digital Service Standard Assessors on the Beta Assessment

The Beta Assessment is probably the one I get the most questions about; Primarily, “when do we actually go for our Beta Assessment and what does it involve?” 

Firstly what is an Assessment? Why do we assess products and services?

If you’ve never been to a Digital Service Standard Assessment it can be daunting; so I thought it might be useful to pull together some notes from a group of assessors, to show what we are looking for when we assess a service. 

Claire Harrison (Chief Architect at Homes England and leading Tech Assessor) and Gavin Elliot (Head of Design at DWP and a leading Design Assessor, you can find his blog here) helped me pull together some thoughts about what a good assessment looks like, and what we are specifically looking for when it comes to a Beta Assessment. 

I always describe a good assessment as the team telling the assessment panel a story. So, what we want to hear is:

  • What was the problem you were trying to solve?
  • Who are you solving this problem for? (who are your users?)
  • Why do you think this is a problem that needs solving? (What research have you done? Tell us about the users journey)
  • How did you decide to solve it and what options did you consider? (What analysis have you done?) 
  • How did you prove the option you chose was the right one? (How did you test this?)

One of the great things about the Service Manual is that it explains what each delivery phase should look like, and what the assessment team are considering at each assessment.

So what are we looking for at a Beta Assessment?

By the time it comes to your Beta Assessment, you should have been running your service for a little while now with a restricted number of users in a Private Beta. You should have real data you’ve gathered from real users who were invited to use your service, and your service should have iterated several times by now given all the things you have learnt. 

Before you are ready to move into Public Beta and roll your service out Nationally there are several things we want to check during an assessment. 

You need to prove you have considered the whole service for your users and have provided a joined up experience across all channels.

  • We don’t want to just hear about the ‘digital’ experience; we want to understand how you have/will provide a consistent and joined up experience across all channels.
  • Are there any paper or telephony elements to your service? How have you ensured that those users have received a consistent experience?
  • What changes have you made to the back end processes and how has this changed the user experience for any staff using the service?
  • Were there any policy or legislative constraints you had to deal with to ensure a joined up experience?
  • Has the scope of your MVP changed at all so far in Beta given the feedback you have received from users? 
  • Are there any changes you plan to implement in Public Beta?

As a Lead Assessor this is where I always find that teams who have suffered with empowerment or organisational silos may struggle.

If the team are only empowered to look at the Digital service, and have struggled to make any changes to the paper/ telephony or face to face channels due to siloed working in their Department between Digital and Ops (as an example) the Digital product will offer a very different experience to the rest of the service. 

As part of that discussion we will also want to understand how you have supported users who need help getting online; and what assisted digital support you are providing.

At previous assessments you should have had a plan for the support you intended to provide, you should now be able to talk though how you are putting that into action. This could be telephony support or a web chat function; but we want to ensure the service being offered is/will be consistent to the wider service experience, and meeting your users needs. We also want to understand how it’s being funded and how you plan to publish your accessibility info on your service. 

We also expect by this point that you have run an accessibility audit and have carried out regular accessibility testing. It’s worth noting, if you don’t have anyone in house who is trained in running Accessibility audits (We’re lucky in Difrent as we have a DAC assessor in house), then you will need to have factored in the time it takes to get an audit booked in and run well before you think about your Beta Assessment).

Similarly, by the time you go for your Beta Assessment we would generally expect a Welsh language version of your service available; again, this needs to be planned well in advance as this can take time to get, and is not (or shouldn’t be) a last minute job! Something in my experience a lot of teams forget to prioritise and plan for.

And finally assuming you are planning to put your service on GOV.UK, you’ll need to have agreed the following things with the GOV.UK team at GDS before going into public beta:

Again, while it shouldn’t take long to get these things sorted with the GOV.UK team, they can sometimes have backlogs and as such it’s worth making sure you’ve planned in enough time to get this sorted. 

The other things we will want to hear about are how you’ve ensured your service is scalable and secure. How have you dealt with any technical constraints? 

The architecture and technology – Claire

From an architecture perspective, at the Beta phases I’m still interested in the design of the service but I also have a focus on it’s implementation, and the provisions in place to support sustainability of the service. My mantra is ‘end-to-end, top-to-bottom service architecture’!

 An obvious consideration in both the design and deployment of a service is that of security – how the solution conforms to industry, Government and legal standards, and how security is baked into a good technical design. With data, I want to understand the characteristics and lifecycle of data, are data identifiable, how is it collected, where is it stored, hosted, who has access to it, is it encrypted, if so when, where and how? I find it encouraging that in recent years there has been a shift in thinking not only about how to prevent security breaches but also how to recover from them.

Security is sometimes cited as a reason not to code in the open but in actual fact this is hardly ever the case. As services are assessed on this there needs to be a very good reason why code can’t be open. After all a key principle of GDS is reuse – in both directions – for example making use of common government platforms, and also publishing code for it to be used by others.

Government services such as Pay and Notify can help with some of a Technologist’s decisions and should be used as the default, as should open standards and open source technologies. When  this isn’t the case I’m really interested in the selection and evaluation of the tools, systems, products and technologies that form part of the service design. This might include integration and interoperability, constraints in the technology space, vendor lock-in, route to procurement, total cost of ownership, alignment with internal and external skills etc etc.

Some useful advice would be to think about the technology choices as a collective – rather than piecemeal, as and when a particular tool or technology is needed. Yesterday I gave a peer review of a solution under development where one tool had been deployed but in isolation, and not as part of an evaluation of the full technology stack. This meant that there were integration problems as new technologies were added to the stack. 

The way that a service evolves is really important too along with the measures in place to support its growth. Cloud based solutions help take care of some of the more traditional scalability and capacity issues and I’m interested in understanding the designs around these, as well as any other mitigations in place to help assure availability of a service. As part of the Beta assessment, the team will need to show the plan to deal with the event of the service being taken temporarily offline – detail such as strategies for dealing with incidents that impact availability, and the strategy to recover from downtime and how these have been tested.

Although a GDS Beta assessment focuses on a specific service, it goes without saying that a good Technologist will be mindful of how the service they’ve architected impacts the enterprise architecture and vice-versa. For example if a new service built with microservices and also introduces an increased volume and velocity of data, does the network need to be strengthened to meet the increase in communications traversing the network?

Legacy technology (as well as legacy ‘Commercials’ and ways of working) is always on my mind. Obviously during an assessment a team can show how they address legacy in the scope of that particular service, be it some form of integration with legacy or applying the strangler pattern, but organisations really need to put the effort into dealing with legacy as much as they focus on new digital services. Furthermore they need to think about how to avoid creating ‘legacy systems of the future’ by ensuring sustainability of their service – be it from a technical, financial and resource perspective. I appreciate this isn’t always easy! However I do believe that GDS should and will put much more scrutiny on organisations’ plans to address legacy issues.

One final point from me is that teams should embrace an assessment. Clearly the focus is on passing an assessment but regardless of the outcome there’s lots of value in gaining that feedback. It’s far better to get constructive feedback during the assessment stages rather than having to deal with disappointed stakeholders further down the line, and probably having to spend more time and money to strengthen or redesign the technical architecture.

How do you decide when to go for your Beta Assessment?

Many services (for both good and bad reasons) have struggled with the MVP concept; and as such the journey to get their MVP rolled out nationally has taken a long time, and contained more features and functionality then teams might have initially imagined.  

This can make it very hard to decide when you should go for an Assessment to move from Private to Public Beta. If your service is going to be rolled out to millions of people; or has a large number of user groups with very different needs; it can be hard to decide what functionality is needed in Private Beta vs. Public Beta or what can be saved until Live and rolled out as additional functionality. 

The other things to consider is, what does your rollout plan actually look like? Are you able to go national with the service once you’ve tested with a few hundred people from each user group? Or, as is more common with large services like NHS Jobs, where you are replacing an older service, does the service need to be rolled out in a very set way? If so, you might need to keep inviting users in until full rollout is almost complete; making it hard to judge when the right time for your Beta assessment is. 

There is no right or wrong answer here, the main thing to consider is that you will need to understand all of the above before you can roll your service out nationally, and be able to tell that story to the panel successfully. 

This is because theoretically most of the heavy lifting is done in Private Beta, and once you have rolled out your service into Public Beta, the main things left to test are whether your service scaled and worked as you anticipated. Admittedly this (combined with a confusion about the scope of an MVP) is why most Services never actually bother with their Live Assessment. For most Services, once you’re in Public Beta the hard work has been done; there’s nothing more to do, so why bother with a Live Assessment? But that’s an entirely different blog! 

Reviewing the service together.

 

So, what is a Service Owner?

Before I discuss what (in my view) a Service Owner is, a brief history lesson into the role might be useful.

The role of the ‘Service Manager‘ was seen as critically important to the success of a product, and they were defined as a G6 (Manager) who had responsibility for the end to end service AND the person who led the team through their Service Standard assessments.

Now let’s think about this a bit; Back when the GDS Service Standard and the Service Manual first came into creation, they were specifically created for/with GOV.UK in mind. As such, this definition of the role makes some sense. GOV.UK was (relatively) small and simple; and one person could ‘own’ the end to end service.

The problem came about when the Service Standards were rolled our wider than in GDS itself. DWP is a good example of where this role didn’t work.

The Service Manual describes a service as the holistic experience for a user; so it’s not just a Digital Product, it’s the telephony Service that sits alongside it, the back end systems that support it, the Operational processes that staff use to deliver the service daily, along with the budget that pays for it all. Universal Credit is a service, State Pension is a service; and both of these services are, to put it bluntly, HUGE.

Neil Couling is a lovely bloke, who works really hard, and has the unenviable task of having overarching responsibility for Universal Credit. He’s also, a Director General. While he knows A LOT about the service, it is very unlikely that he would know the full history of every design iteration and user research session the Service went through, or be able to talk in detail about the tech stack and it’s resilience etc; and even if he did, he certainly would be very unlikely to have the 4 hours spare to sit in the various GDS assessments UC went through.

This led to us (in DWP) phasing out the role; and splitting the responsibilities into two, the (newly created role of ) Product Lead and the Service Owner. The Product Lead did most of the work of the Service Manager (in terms of GDS assessments etc), but they didn’t have the responsibility of the end to end service; this sat with the Service Owner. The Service Owner was generally a Director General (and also the SRO), who we clarified the responsibilities of when it came to Digital Services.

A few years ago, Ross (the then Head of Product and Service Management at GDS) and I, along with a few others, had a lot of conversations about the role of the Service Manager; and why in departments like DWP, the role did not work, and what we were doing instead.

At the time there was the agreement in many of the Departments outside of GDS that the Service Manager role wasn’t working how it had been intended, and was instead causing confusion and in some cases, creating additional unnecessary hierarchy. The main problem was, is it was in DWP, the breadth of the role was too big for anyone below SCS, which mean instead we were ending up with Service Managers who were only responsible for the digital elements of the service (and often reported to a Digital Director), with all non digital elements of the service sitting under a Director outside of Digital, which was creating more division and confusion.

As such, the Service Manual and the newly created DDaT framework were changed to incorporate the role of the Service Owner instead of the Service Manager; with the suggestion this role should be an SCS level role. However, because the SCS was outside of the DDaT framework, the amount the role could be defined/ specified was rather limited, and instead became more of a suggestion rather than a clearly defined requirement.

The latest version of the DDaT framework has interestingly removed the suggestions that the role should be an SCS role, and any reference of the cross over with the responsibilities of SRO, and now makes the role sound much more ‘middle management’ again, although it does still specify ownership of the end to end service.

Ok, so what should a Service Owner be?

When we talked about the role a few years ago, the intention was very much to define how the traditional role of the SRO joined up closer to the agile/digital/user centred design world; in order to create holistic joined up services.

Below is (at least my understanding of) what we intended the role to be:

  • They should have end to end responsibility for the holistic service.
  • They should understand and have overall responsibility for the scope of all products within the service.
  • They should have responsibility for agreeing the overall metrics for their service and ensuring they are met.
  • They should have responsibility for the overall budget for their service (and the products within it).
  • They should understand the high level needs of their users, and what teams are doing to meet their needs.
  • They should have an understanding (and have agreed) the high level priorities within the service. ((Which Product needs to be delivered first? Which has the most urgent resource needs etc.))
  • They should be working with the Product/Delivery/Design leads within their Products as much as the Operational leads etc. to empower them to make decisions, and understanding the decisions that have been made.
  • They should be encouraging and supporting cross functional working to ensure all elements of a service work together holistically.
  • They should be fully aware of any political/strategy decisions or issues that may impact their users and the service, and be working with their teams to ensure those are understand to minimise risks.
  • They should understand how Agile/Waterfall and any other change methodologies work to deliver change. And how to best support their teams no matter which methodology is being used.

In this way the role of the Service Owner would add clear value to the Product teams, without adding in unnecessary hierarchy. They would support and enable the development of a holistic service, bringing together all the functions a service would need to be able to deliver and meet user needs.

Whether they are an SCS person or not is irrelevant, the important thing is that they have the knowledge and ability to make decisions that affect the whole service, that they have overall responsibility for ensuring users needs are met, that they can ensure that all the products within the service work together, and that their teams are empowered, to deliver the right outcomes.

The art of Transferring Knowledge

One of the most common questions that comes up in Bid opportunities is usually some variant of “how do you transfer your knowledge to us before you leave?”

This is completely valid question, and really important to both ask, and to understand, but also hard to answer well in 100 words without risking looking like knowledge transfer is only a nice to have!

Having been on the other side of the commercial table, making sure you get a supplier who will want to work with you and up-skill your own people so you are not reliant on the supplier forever is generally vital to both making sure the project is successful, and cost effective.

Developers comparing code together

I’ve written Invitations to Tender that ask for examples of how suppliers would go about transferring knowledge and up-skilling my teams. I’ve sat through bid tender presentations as the buyer and listened to suppliers try to persuade me that they know best, and that they have the expertise my organisation needs to deliver a project or programme.

I was generally able to spot very quickly those organisations that took this more seriously than others, those that would work collaboratively with us vs. those more likely to just come in and do a sales job and leave us none the wiser reliant on their services.

But, if I’m honest, I never really judged that feel on the words they said, but more through the words they didn’t say, and more importantly HOW they said or didn’t say it.

Everyone can say the words ‘show and tell’, but how are you doing them? How are you getting stakeholders engaged? How are you making sure you have the right people turning up to engage with the project?

A person standing in front of a whiteboard moving a post it note in a team meeting

You can say you use Trello, JIRA, or Confluence etc. to create shared digital spaces to run your backlogs or share information; but how do you make sure the right people have access to them and know how to use them? How do you agree what information is going on there and when? How do you determine what information the team can see vs. your stakeholders, and make sure the information is understandable to everyone who needs it?

As long as suppliers are putting in key buzzwords, that nuance is hard to judge within 100 words, but so key to understand. And it’s not only important for the buying organisation to understand how the supplier would transfer knowledge, but it’s actually really important for the supplier to understand how receptive an organisation is as well.

I always assumed ‘knowledge transfer’ was something that was easy for suppliers to do as long as they put in some effort.

Now I sit on the other side of the table, its something i’ve realised there is a real art too. Not just writing a bid response that gets the message across, but doing it once you hit the ground. I’d always assumed that, as long as the team/ buying organisation was keen and engaged, knowledge transfer would be easy to do.

Two people talking in front of a white board that shows flow charts and prototypes.

Eight months later I’ve realised it’s not as easy as it looks, as a supplier there’s a very fine line to walk between supporting an organisation, and looking patronising. Just as every organisation is somewhere different on their agile/digital journey, so is every individual.

A one size fits all approach to transferring knowledge will never work. You can’t assume because an organisation is new to agile or digital, every individual within the organisation is. Some organisations/people want more in the way of ‘coaching and mentoring’ others want less. Some organisations/people will say they are open to changing their ways of working, but will resist anything new; others are champing off your hand for every new tool or technique. Some want walking through everything you are doing so they can learn from it, others want you to just get on and deliver and tell them at the end how you did it.

And as suppliers, there is often as much we have to learn from the organisation as there is to ‘teach’, while we might be the experts in agile or digital or delivering transformation; we need to learn about and understand how their organisation works and why.

Two people having a conversation

There is no ‘one answer’ on how to do knowledge transfer, and it’s not a one way street. It’s how you approach the question that is important. Are you open to working with an organisation (either as the buyer or the supplier) to understand how you can work together and learn from each other? As long as you are open to having those conversations and learning from each other, then the knowledge transfer will happen.

From Colocation to Remote First

Changing how we work, to ensure we can still deliver.

One of the big tenants of agile working has always been about the importance of colocation, and there are a million blogs out there on why colocation makes a big difference.

The first value of the Agile Manifesto states: Individuals and Interactions Over Processes and Tools; and one of the 12 principles is to Enable face-to-face interactions; this is because it is generally understood that colocation allows a better ‘osmosis’ of knowledge between the team, allowing better and faster sharing of information and discussions.

A busy desk full of laptops, phones, drinks and pens etc.

But colocation has always had its downsides, the main ones being that constant colocation doesn’t’ allow people time to process information and work without interruption/ distraction. There’s also a large time and cost implication; with team members and especially Subject Matter Experts often having to travel a lot to remain engaged. The most common excuse I have heard from Senior Leaders in organisations on why they can’t attend user research sessions or show and tells etc. is the time and effort it takes not only to attend the event, but to travel to it as well.

As we get better at recognising that not everyone works in the same way; recognising the limits of colocation is also important.

For the last few years, most of the teams I’ve worked on or managed have used a mix of colocation and remote working; usually a minimum of 3 days (ideally 4) in the office working together and only one or two days working from home.

This allows the colocated days to be utilised best for design workshops, user research, sprint ceremonies etc. Days where we can make the most out of being face to face.

That means the ‘remote working’ days could be used to reflect, to review notes, ‘do work’. They were also the days that could be best used for meetings etc.

A laptop on a table at home, with a phone and notebook next to it
Working from home.

Obviously COVID-19 threw all of those ways of working on their head; with everything that could be done remotely, moving to be fully remote. Within Difrent in that time we have on-boarded new staff, stood up brand new teams, completed Discoveries, delivered critical services to help with the nations response to the pandemic etc. Now as we consider how we move to a world post pandemic is the time to pause and consider whether we need to (or even want to) return to old ways of working.

A conversation at the virtual #OneTeamGov breakfast meet last week highlighted that Lockdown has meant we have all had to find more inclusive ways of working. It used to be the case that people ‘in the office’ would often make most of the decisions, and then replay those decisions to us few remote workers. Nowadays, with no one in the office, it forces us all to think about who needs to be involved in conversations and decisions. It might take a bit more planning, but it allows us to be more considerate of people’s time and involvement.

An image of a zoom screen with lots of people in the meeting waving
#OneTeamGov Breakfast meet attendees

Within Difrent we have recognised that a return back to full colocation is actually not necessary in order for us to keep delivering services that matter. Working remotely has not impacted our ability to deliver at all. Rather than having remote working be the exception, we are now planning how we can make that the norm.

Thinking about how we put people before processes; we are ensuring we use the days where we will all get together face to face to their best advantage, making sure we get value from peoples time and the effort they have put in to travel and that we are adding value to them (and the project) in return.

How to change a culture

When delivering digital or business transformation, one of the things that often gets overlooked is the cultural changes that are needed to embed the transformation succesfully.

There can be many reasons why this happens, either because it’s not been considered, because it’s not been considered a priority, or simply because the people leading the transformation work don’t know how to do this.

In my experience the culture of an organisation can be the thing that makes or breaks a successful transformation programme or change initiative; if the culture doesn’t match or support the changes you are trying to make, then it’s unlikely that those changes will stick.

Below are some common causes of failure in my experience:

  • The scope of transformation programmes have been considered and set in silos without considering how they fit within the wider strategy.
  • Decisions have been made at ‘the top’ and time hasn’t been spent getting staff engagement, feelings and feedback to ensure they understand why changes are being made.
  • Decisions have been made to change processes without validating why the existing processes exist or how the changes will impact people or processes.
  • Changes have been introduced without ensuring the organisation has the capability or capacity to cope.
  • Lack of empowerment to the transformation teams to make decisions.
  • When introducing agile or digital ways of working, corresponding changes to finance/ governance/ commercials haven’t been considered; increasing siloed working and inconsistencies.

Walk the talk:

Within Difrent we use tools like the Rich Picture and Wardley mapping to help Senior Leaders to understand their strategic priorities and clearly define the vision and strategy in a transparent and visual way. These help them be able to agree the strategy and be able to ‘sell it’ to the wider organisation and teams in order to get engagement and understanding from everyone.

The Rich picture Difrent developed for the NHSBSA
The NHSBSA rich picture

In my experience this works especially well when the assumptions made by the SLT in the strategy and vision are tested with staff and teams before final version are agreed; helping people understand why changes are being made and how they and their role fit into the picture.

This is especially important when it comes to the next step, which is developing things like your transformation roadmap and target operating model. These things can not be developed in isolation if you want your transformation to succeed.

People always have different views when it comes to priorities, and ways to solve problems. It is vitally important to engage people when setting priorities for work, so they understand why changes to a data warehouse or telephony service are being prioritised before the new email service or website they feel they have been waiting months for. Feedback is key to getting buy in.

A whiteboard with the word 'feedback' written in the middle with written notes around it
‘Feedback’

Equally assumptions are often made at the top level about something being a priority based on process issues etc. Without understanding why those processes existed in the first place, which can miss the complexity or impact of any potential changes. This then means that after changes have been delivered, people find the transformation hasn’t delivered what they needed, and workarounds and old ways of working return.

One thing I hear often within organisations is they want ‘an open and transparent culture’ but they don’t embody those principles when setting strategic or transformation priorities; as such people struggle to buy into the new culture as they don’t understand or agree with how decisions have been made.

Think wider:

While people are the most important thing when thinking about transformation and business change, and changing a culture; they are not the only thing we have to consider. The next step is processes.

Whatever has inspired an organisation to transform, transformation can not be delivered within a silo; it is important to consider what changes may need to be made to things like finances; commercials and governance.

While these aren’t always obvious things to consider when delivered digital transformation as an example, they are vitally important in ensuring its success. One thing many organisations have found when changing their culture and introducing things like agile ways of working, is that traditional governance and funding processes don’t easily support empowered teams or iterative working.

As such, it’s vitally important if you want transformation to succeed to not get trapped in siloed thinking, but instead take a holistic service approach to change; ensuring you understand the end to end implications to the changes you are looking to make.

Taking a leap:

Equally, when making changes to governance or culture, one thing I have found in my experience is that senior leaders; while they want to empower teams and bring in new ways of working, they then struggle with how to ‘trust’ teams. Often as Senior Responsible Owners etc. they don’t want to be seen to be wasting money. As such they can enter a loop of needing changes ‘proving’ before they can fully embrace them, but by not being able to fully embrace the changes they aren’t demonstrating the culture they want and teams then struggle themselves to embrace the changes, meaning the real value of the transformation is never realised.

A woman standing in front of a project wall
A project board full of post it notes

There is no easy answer to this, sometimes you just have to take that leap and trust your teams. If you have invested in building capability (be that through training or recruitment of external experts) then you have to trust them to know what they are doing. Not easy when talking about multi-million pound delivery programmes, but this is where having an iterative approach really can help. By introducing small changes to begin with, this can help build the ‘proof’ needed to be able to invest in bigger changes.

There is no one ‘thing’

When delivering transformation, and especially when trying to change culture, there is no quick answer, or no one single thing you can do to guarantee success. But by considering the changes you will be making holistically, getting input and feedback from staff and stakeholders, engaging them in the process and challenging yourselves to demonstrate the cultural changes you want to see, it is much more likely the transformation you are trying to deliver will succeed.

The word 'change'
Change.

Delivering in a crisis

One of the key personal aims I had when I joined Difrent, just over six months ago, was to work somewhere that would let me deliver stuff that matters. Because I am passionate about people, and about Delivery;

After 15 years, right in the thick of some pioneering public sector work, combining high profile product delivery with developing digital capability working for organisations like the Government Digital Services (GDS), Department of Work and Pensions (DWP), The Care Quality Commission (CQC), and the Ministry of Defence (MoD); I was chaffing at the speed (or lack thereof) of delivery in the Public sector.

Parcel delivery

I hoped going agency side would remove some of that red tape, and let me get on and actually deliver; my aim when I started was to get a project delivered (to public beta at the very least) within my first year. Might seem like a simple ask, but in the 10 years I spent working in Digital, I’d only seen half a dozen services get into Live.

This is not because the projects failed, they are all still out there being used by people; but because once projects got into Beta, and real people could start using them, the impetus to go-live got lost somewhat.

Six months into the job and things looked to be on track, with one service in Private beta, another we are working on in Public Beta; plus a few Discoveries etc. underway; things were definitely moving quickly and I my decision to move agency side felt justified. Delivery was happening.

And then Covid-19 hit.

Gov.uk COVID-19 website
A tablet displaying the Gov.uk COVID-19 guidance

With COVID-19, the old normal, and ways of working have had to change rapidly. If for no other reason than we couldn’t all be co-located anymore. We all had to turn too fully remote working quickly, not just as a company but as an industry.

Thankfully within Difrent we’ve always had the ability to work remotely, so things like laptops and collaborative software were already in place internally; but the move to being fully remote has still been a big challenge. Things like setting up regular online collaboration and communication sessions throughout our week, our twice-daily coffee catchups and weekly Difrent Talks are something created for people to drop in on with no pressure attached and has helped people stay connected.

The main challenge has been how we work with out clients to ensure we are still delivering. Reviewing our ways of working to ensure we are still working inclusively; or aren’t accidentally excluding someone from a conversation when everyone is working from their own home. Maintaining velocity and ensuring everyone is engaged and able to contribute.

This is trickier to navigate when you’re all working virtually, and needs a bit more planning and forethought, but it’s not impossible. One of the positives (for me at least) about the current crisis is how well people have come together to get things delivered.

Some of the work that we have been involved in, which would generally have taken months to develop; has been done in weeks. User research, analysis and development happening in a fraction of the time it took before.

Graffiti saying ‘Made in Crisis’

So how are we now able to move at such a fast pace? Are standards being dropped or ignored? Are corners being cut? Or have we iterated and adapted our approach?

Once this is all over I think those will be the questions a lot pf people are asking; but my observation is that, if nothing else, this current crisis has made us really embrace what agility means.

We seem to have the right people ‘in the room’ signing off decisions when they are needed; with proper multidisciplinary teams, made up of people from both digital but also policy and operations etc, that are empowered to get on and do things. Research is still happening; but possibly at a much smaller scale, as and when it is needed; We’re truly embracing the Minimum Viable Product, getting things out there that aren’t perfect, but that real people can use; testing and improving the service as we go.

Once this is all over I certainly don’t want to have to continue the trend of on-boarding and embedding teams with 24 hours notice; and while getting things live in under 2 weeks is an amazing accomplishment; to achieve it comes at a high price – Not just in terms of resources but in terms of people, because that is where burnout will occur for all involved. But I believe a happy medium can be found.

My hope, once this is all over, is that we can find the time to consider what we in digital have learnt, and focus on what elements we can iterate and take forward to help us keep delivering faster and better, but in the right way, with less delays; so we can get services out there for people to use; because really, that is what we are all here to do.

Stay home, stay safe, save lives
Sign saying ‘stay home, stay safe, save lives’