Martin participated in yet another Service Standard peer review in his week 231 at Digital Service. He also worked on a blog post on open roadmaps and saw his ‘naming a service’ guidance finally publi...

Martin and colleague Nina rehearsed their policy and service design talk for Edinburgh. In week 229, Martin also discussed the umbrella brand with colleagues across Germany and the Netherlands. Furthe...

For the 5th time, Martin co-ran the GDS-developed ‘Introduction to service design’ in Germany. For the first time, it was deeply intertwined with the Service Standard. He also reflected on the lack of...

Martin welcomed 5 new starters – 3 user researchers and 2 content designers – to the team in week 227. He co-ran a product review session with a justice service and helped prepare upcoming Service Sta...

Martin bade farewell to a colleague in user research, presenting a custom gift. He also finished a draft on naming government services and had conversations about improving shared components in his we...

The start of our work on offering consistent and even better digital services

The LGA is committed to driving continuous improvement across the sector, and the Service Standard can support this by empowering councils to confidently and consistently meet resident needs while improving accountability. This report makes six recommendations to support the widespread adoption of a common service standard across local authorities.

Wir suchen Persönlichkeiten mit Herz und Verstand. Unser Restaurant und Küchenstil ist geprägt von Wertschätzung gegenüber dem Grundprodukt. Nachhaltige Tierhaltung und Regionalität, wo möglich, haben wir uns zur Aufgabe gemacht. Echtes Handwerk, Geschmack und ein gehobener Servicestandard sind uns wichtig. Der Job als Servicekraft (m/w/d) In Voll - oder Teilzeit Herzlicher Service für unsere Gäste und kompetente Beratung bei der Speise- und Getränkeauswahl…

Blogartikel zu: Die DIN SPEC 66336 und der neue Servicestandard machen User Experience in der öffentlichen Verwaltung messbar und verbindlich. Durch systematische Nutzerforschung, klare Zieldefinition...

Der Servicestandard setzt Maßstäbe für digitale Verwaltungsangebote: 13 Punkte für Verständlichkeit, Sicherheit und Orientierung an den Bedürfnissen der Nutzenden.

(Bild: VIT) Unser Schwerpunkt ist diesmal der Servicestandard: Martin Jordan (DigitalService) und Ralf Käck (BMI) berichten von der gemeinsamen Arbeit mit über 40 Organisationen. Außerdem sprechen wir über die Forderungen der Kommunen nach Geldern aus dem „Sondervermögen Infrastruktur".

> In dieser Episode spreche ich mit Ralf Käck und Martin Jordan über den Servicestandard für die digitale Verwaltung in Deutschland. Sie erläutern die Grundlagen, die Entwicklung, die Inhalte und die Bedeutung des Standards sowie der digitalen Dachmarke. Zudem wird die Rolle der Community-Beteiligung und die rechtlichen Rahmenbedingungen thematisiert. Abschließend wird auf die Zukunftsperspektiven und die EU-Kompatibilität des Service Standards eingegangen. > > Kommentare unter: https://egovernment-podcast.com/egov228-servicestandard/ # Linksammlung * https://servicestandard.gov.de/ * Blogbeiträge zum Servicestandard: https://digitalservice.bund.de/blog?category=servicestandard#filter * https://www.digitale-verwaltung.de/Webs/DV/DE/onlinezugangsgesetz/servicestandard/servicestandard-node.html # Teilnehmer:innen ## Moderator:in Torsten Frenzel ## Gäste Ralf Käck Martin Jordan * * * # Ähnliche Episoden * * * **Wenn ihr uns und unsere Arbeit unterstützen möchtet, dann könnt ihr das gern durch einen Einkauf in unseremShop, per PayPal oder regelmäßig auf Steady tun. ****Weitere Informationen findet ihrhier.** **Sticker gibt eshier.** * * *

Wir suchen Persönlichkeiten mit Herz und Verstand. Unser Restaurant und Küchenstil ist geprägt von Wertschätzung gegenüber dem Grundprodukt. Nachhaltige Tierhaltung und Regionalität, wo möglich, haben wir uns zur Aufgabe gemacht. Echtes Handwerk, Geschmack und ein gehobener Servicestandard sind uns wichtig. Der Job als Servicekraft (m/w/d) In Voll - oder Teilzeit Herzlicher Service für unsere Gäste und kompetente Beratung bei der Speise- und Getränkeauswahl…

The way service assessments work is changing. As a service designer, I was initially wary of service assessments. I feared they might be burdensome and bureaucratic when we needed to move fast. In reality, the opposite was true. When we were developing findbusinesssupport.gov.scot, we were the first team in Scottish Enterprise to be subject to an assessment. We treated the guidance as a methodology to apply to our research and development. We recorded everything we found and every decision we took, and published everything we did, as we did it. Designing in the open. It’s all on our Github pages. ## Don’t prepare. Be prepared All our research went on the wall, or a whiteboard. Everything visible to everyone, Now we can point at things, and talk about them. I recalled a conversation with our agile coach, back when we were doing our digital transformation pilot. We were talking about Show and Tells, and he said “You should never have to prepare for a show and tell.” And he was right. In that environment, everything we needed literally surrounded us. All our research, results from experiments testing our hypotheses, analytics and metrics – all of it was on the wall. If anyone had a question, we could say, “Ah, come over here. Let’s look at this.” I replied, “Don’t prepare. Be prepared.” So we took that approach, but extended it. As well as putting stuff on our walls (well, windows by then), we published everything that was publishable. We just made it part of our workflow. Personas, data, and propaganda on our windows at Atlantic Quay When you’re done with a piece of work, publish the results. It’s part of the definition of Done. Have you written up the results? Has that been published? No? Then it’s not done. ## Use the service standard to build quality, inclusive services Anyway, the real value in service assessments is we can engage with the business on our terms. We **have** to consider #a11y, we _must_ think about how we included under-represented groups. You think you need a website? No, you’re designing a service, and these are the things you’ve never thought about that you need to think about. * What about people with a poor (or no) grasp of English? * What about people who don’t have great internet access? * What about people who just want to pick up the phone and talk to someone? * What about people who can’t see your video, can’t hear your podcast? And there is a standard for this, set by people who can kill your project tomorrow. That is the way you should think about the service standard. It’s not a hurdle to overcome. It’s a platform to build on. Use it to build high quality services that work for everyone. Embrace it. #DesignInTheOpen Oh, our assessors absolutely loved our research timeline. (That was down to my user research colleague, not me.) It made their jobs so much easier. And ours. Nobody had to curate or corral anything. We just sent them a couple of links, invited them to the office. Talked them through stuff. And that was that. [Editorial note: this post is based on a Twitter thread I posted back in February. I’ve tried to add a bit more detail and context here.] David O'Brien Website | + postsBio I'm a service designer in Scottish Enterprise's unsurprisingly-named service design team. I've been a content designer, editor, UX designer and giant haystacks developer on the web for (gulp) over 25 years. * David O'Brien https://design.scotentblog.co.uk/author/davidobrien/ __No more cookies for you * David O'Brien https://design.scotentblog.co.uk/author/davidobrien/ __I cycled to work * David O'Brien https://design.scotentblog.co.uk/author/davidobrien/ __The disability myth * David O'Brien https://design.scotentblog.co.uk/author/davidobrien/ __Who are we willing to exclude? ## Possibly related * Accessibility - Sharing knowledge between organisations * How we provided evidence for the Digital First Assessment * "Getting Connected" with our Customers * Good services scale * How many people does it take to design and build a service? * Invisible Disabilities