Back in January 2024 I asked, does the Service Standard work for local government. The answer appears to be no. A combination of co-organising a workshop , co-creating a survey (both with the Local Government Association (LGA)), reviewing the qualitative research of others , running un-conference session, and having conversations with local government colleagues, civil servants, and suppliers over the last six months has led me to this conclusion. In that time I've not found a single council that fully uses the Service Standard. My key findings as to the reasons behind this are: Lack of resource: Most councils don't have, and some will never have the multi-disciplinary teams needed to implement the Standard on their own. It's just not economically viable to employ a Service Owner or Product Manager, User Researcher, Lead designer, Technical Architect or Lead Developer, and a Performance Analyst in some councils, particularly smaller districts where digital teams...
Local Government, Digital.