Service Standard Assessments

All of our new services are assessed against the Local Government Digital Service Standard. We publish the reports and assessments below.

Hackney Space Bank – Alpha

July 2019

The aim of Space Bank is to improve access to low or no cost meeting space in the borough. In the prototype (Alpha) phase we’ve been working with libraries to explore how we can provide better information about their meeting rooms and how we might improve the booking process. For our service assessment, we created a Trello board and the assessors completed a report. We gave assessors early sight of the Trello board so they could familiarise themselves with the project and report template to lessen the admin burden. We published a blog reflecting on our experiences of taking part in service assessments. 

Re-engineering Hackney Content – Beta

June 2019

We purposely carried out our Beta service assessment about three quarters into the project rather than at the end so that we would have a chance to implement any advice our assessors had to offer before the end of the project. We evidenced our standards on a Trello board, which assessors accessed in advance and upon which they provided their advice.

Manage Arrears – Beta Service Standard Assessment 

June 2019

Earlier this year we enhanced the Manage Arrears product by introducing a Bulk Sending feature for the Leasehold Services Team. This tool was developed following a short discovery phase with the team that identified several pain points. Manually updating spreadsheets and mail merging letters were some of the biggest issues identified. The feature we developed allows our users to insert single or multiple payment references into the Manage Arrears Application, select templated letters, preview them and send them via Gov Notify to residents.  

In June we carried out a Service Standard Assessment on Manage Arrears and its latest developments. The assessment included a panel of both internal and external candidates, who assessed our product and its delivery against 15 standards. The Service Standard Assessment includes the findings, outcomes and recommendations.

Hackney Space Bank – Discovery

April 2019

Discovery phase service assessment

Rent Account

December 2018

My Rent Account – assessment 


November 2018

Pipeline was originally developed by LocalGov Digital in 2014. The Alpha product has been developed further by HackIT to meet the needs of a tool to manage project portfolio, provide status updates and encourage collaboration with other organisations. The service assessment was conducted with two external assessors, Josie Lews Warren (LGSS) and Michele Lambert (GLA), to whom we are extremely grateful for their support. Further information about Pipeline can be found in a recent post on the HackIT blog.

Digitising Neighbourhood Contact Centre

In the spirit of transparency and openness, we approached our Service Assessment with the intention of sharing it widely with Hackney and beyond. We also wanted our assessors to have a view of the entire service and not just their specific area of expertise. To this end, we applied a different approach from the Assessment/Report method so far employed at HackIT. Instead, we created a website that describes fully our service and process; and an associated Trello board that maps each of the 15 standards to the relevant evidence on the website. Our assessors could prepare for the Big Day in advance by referencing both of these tools. And, during the event, notes and recommendations could be added to each standard on the Trello board directly and contemporaneously.

Manage Rent Arrears – public beta

October 2018

Report (internal)
Assessment document

Track a Repair – private beta

Report (internal)
Assessment document (external)

Manage a Tenancy – private beta

March 2018

Report (internal)
Assessment document (internal)

Hackney Works – live

Assessment document (External)

Book a repair – public beta

December 2017

Report (Internal)
Assessment document (External)

Fostering – discovery

September 2017

Report document (Internal)

Rent Accounts – public beta

September 2017

Report document (Internal)