A principle led approach
The decisions we make about digital, when it’s the right option and how it should be used, has the potential to really improve people’s lives. It is important that these decisions are based on a solid foundation of good information, measurement and are guided by best practice.
Our guiding principles
Get close to people
Get to know and understand people’s problems, what they really need to make their lives easier or better and what impact this has on a service or the way we work.
Understand the problem
Be sure that any problem we try to solve is the right one and that any assumptions we make are validated and tested and that our solutions deliver real benefits.
Know the system
By fully understanding our systems and ways of working, we can spot those opportunities where the introduction of digital technology or processes can make the biggest difference.
Use digital tools only when appropriate
Only consider a digital solution if it’s useful and of real value to simplify or improve a person’s use of a service, make it more accessible or deliver an improvement.
Build, test, listen and improve
Digital services and solutions must be flexible and able to evolve and change to ensure the people who use them are offered the best possible experience and can do things in a way they choose.