A few years ago I was the discussing service redesign with a senior member of staff where I work. Some of the services they managed were changing from delivery by a member of staff to self-service and online. There were other changes in the pipeline too and they joked, "there'll be none of my service left soon" as if they saw the services they managed as being defined by the people who delivered them. This isn't the case of course, and whilst we should never downplay the role of dedicated staff who deliver a service, the service is the product of what is delivered, not who or what is delivering it. Why am I telling something you probably already know? Over the past couple of couple of years I've noticed some with a "digital mindset" have the same approach as my colleague, albeit about a different medium. I've seen some awful online services offered by central government and councils alike, and it's great we're starting embed a design ...
Local Government, Digital.