Service Standard Assessments

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

DevOps Practices – Discovery

Sept 2019

The purpose of the discovery piece was to look into HackIT’s technology and culture to see how we could introduce a DevOps approach. We spoke to, and ran workshops with, teams across HackIT; and built a picture of the concerns and pain points. We used this insight to produce five hypotheses that we could test and thus determine if they improved our work in HackIT.

The service assessment was a light-touch conversation with two internal and one external assessor. The assessment brought to light a number of considerations for us to take forward on the project. We had conversations with the assessment lead in advance to help to guide our preparation. The agency we worked with on the discovery fully participated in the assessment and the retrospective afterwards.

Submit My Planning Application – Beta

August 2019

We want to provide a digital planning application service which allows users to submit planning applications; it should be a service so good people prefer to use it. ‘Submit My Planning Application’ is intended to help applicants submit the right information, first time and to feel informed throughout the process. Through this, we aim to reduce invalid applications and unnecessary customer contact.

The team shared all their progress via the Submit My Planning Application Google site as they went, and then rounded everything up with a service standard assessment. All the evidence and recommendations were captured and communicated via Trello.

HR E-Forms – Discovery

August 2019

The aim of the HR E-forms project is to “develop a deep understanding of user needs for making changes to existing positions or to the employee’s pay/working arrangements”. In the discovery phase we sought to explore why, when and how users find and use HR E-forms; to understand the particular difficulties users had experienced and their impacts. This provided clarity on what the most important issues were and where in the user journey they were occurring, as well as enabling our product owner and users to prioritise which needs to consider in the Minimum Viable Product (MVP).

Prior to the assessment, we shared the discovery phase show and tell slides and some of our assets in the user research library with the assessors.

During the assessment we printed out some of our outputs from the discovery phase and talked everyone through our work and outcomes. – Focusing on 4 predefined questions.  

After the assessment, we received the assessment outcome in the form of a report, which included what we’ve done well, things we’ve learned, possible gaps and recommendations. 

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 

Pipeline

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

November 2018

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

October 2018

Report (internal)
Assessment document (external)

Manage a Tenancy – private beta

March 2018

Report (internal)
Assessment document (internal)

Hackney Works – live

March 2018

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)