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Making services at a rapid pace
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<a class="govuk-link active" href="https://draft-origin.integration.publishing.service.gov.uk/service-manual/agile-delivery/making-services-at-a-rapid-pace#reuse-technology">Reuse technology</a>
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<a class="govuk-link" href="https://draft-origin.integration.publishing.service.gov.uk/service-manual/agile-delivery/making-services-at-a-rapid-pace#flexibility">Flexibility</a>
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<a class="govuk-link" href="https://draft-origin.integration.publishing.service.gov.uk/service-manual/agile-delivery/making-services-at-a-rapid-pace#collaboration">Collaboration</a>
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<a class="govuk-link" href="https://draft-origin.integration.publishing.service.gov.uk/service-manual/agile-delivery/making-services-at-a-rapid-pace#document-your-approach">Document your approach</a>
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<a class="govuk-link" href="https://draft-origin.integration.publishing.service.gov.uk/service-manual/agile-delivery/making-services-at-a-rapid-pace#accessibility">Accessibility</a>
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<a class="govuk-link" href="https://draft-origin.integration.publishing.service.gov.uk/service-manual/agile-delivery/making-services-at-a-rapid-pace#scale-and-resilience">Scale and resilience</a>
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<a class="govuk-link" href="https://draft-origin.integration.publishing.service.gov.uk/service-manual/agile-delivery/making-services-at-a-rapid-pace#plan-for-the-future">Plan for the future</a>
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<a class="govuk-link" href="https://draft-origin.integration.publishing.service.gov.uk/service-manual/agile-delivery/making-services-at-a-rapid-pace#working-with-policy">Working with policy</a>
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<p>When making services at a rapid pace such as during the coronavirus (COVID-19) pandemic it’s important for teams to meet the Service Standard and work in a user-centred way.</p>
<p>You may have a short time in which to go live. You may be developing a service at the same time the policy is developed. So there is no time to spend on things that do not meet user needs. There is also no time to duplicate effort by making things and doing research activities that have already been done and can be reused.</p>
<p>The same principles apply: follow the phases of an agile project and follow the Service Standard and Manual to deliver a joined up end to end service.</p>
<p>It often requires working across multiple organisations and with roles outside of the Digital and Technology (DDaT) Profession, so there are some things to consider about your approach, team set-up and process.
##Reuse as much as possible</p>
<p>You’ll need to work quickly so find out what tools, systems, skills, technology, and design systems you already have access to.</p>
<h3 id="identify-the-user-needs-and-your-assumptions">Identify the user needs and your assumptions</h3>
<p>In a crisis you may not be able to validate the needs but it is important to spend some time identifying what they appear to be. This will help you with the other stages of the process.</p>
<p>Listing your assumptions is a good way to show you what areas of uncertainty remain.</p>
<h3 id="look-at-existing-services">Look at existing services</h3>
<p>First, look at existing services with related purposes from across government. This will help you:</p>
<ul>
<li>avoid creating something unnecessary if an existing service could be adapted to meet the new need that has come up</li>
<li>find technology, design patterns and existing research</li>
</ul>
<p>For example, the Kickstart Scheme team at the Department for Work and Pensions designed a digital service to go live in one week by repurposing an existing service with similar patterns.</p>
<h3 id="reuse-designs">Reuse designs</h3>
<p>Use the <a rel="external" href="https://design-system.service.gov.uk/">GOV.UK design system</a> if possible. This has many benefits including improving the chance of your service being widely accessible. This will save you time.</p>
<p>If there are needs your service has that are not being met by the design system, contact other teams on cross-government collaboration tools to see if they can help.</p>
<h3 id="reuse-user-research">Reuse user research</h3>
<p>Find out which teams have done user research on similar topics or use your organisation’s research library.</p>
<p><strong>[needs more about eg crisis?]</strong></p>
<h2 id="reuse-technology">Reuse technology</h2>
<p>Map the skills you think you need and compare that with what is already available in your organisation.</p>
<p>Consider the limits of any legacy technology you are working with.</p>
<p>Identify what current processes will slow you down and need iterating.</p>
<p>Are there other people in the organisation who can support running the service?</p>
<h2 id="flexibility">Flexibility</h2>
<p>You have to be okay with working in a reactive way and being flexible as the situation changes, especially if policy is evolving, as it did during the COVID-19 pandemic.</p>
<p>Identify specific areas of uncertainty. What is subject to change? How will you deal with the uncertainty as a team?</p>
<p>Having a shared vision makes it easier for teams to adapt their approach when needed because the end goal is the same; they just have to change their way of reaching that goal.</p>
<h3 id="plan-for-retirement">Plan for retirement</h3>
<p>The situation may change in a way that requires your service to <a href="https://draft-origin.integration.publishing.service.gov.uk/service-manual/agile-delivery/retiring-your-service">be retired</a>. That might happen:</p>
<ul>
<li>because it is replaced with something that better meets the need but is not ready yet</li>
<li>it becomes part of something else</li>
<li>it is no longer required</li>
</ul>
<div role="note" aria-label="Information" class="application-notice info-notice">
<p>If you have outsourced development of the service, you must actively plan for the future, avoiding vendor lock-in.</p>
</div>
<p><strong>[that means you should use open source technology, reuse as much design etc as possible etc?]</strong></p>
<h2 id="collaboration">Collaboration</h2>
<p>Doing a quick <a href="https://draft-origin.integration.publishing.service.gov.uk/service-manual/user-research/creating-an-experience-map">experience map</a> of the potential service area will show some of the teams you need to work with. Quickly start to <a href="https://draft-origin.integration.publishing.service.gov.uk/service-manual/design/working-across-organisational-boundaries">connect up with policy across the service area</a> across organisational boundaries and across government. Contacting relevant teams early reduces the risk of wasting time.</p>
<h3 id="identify-decision-makers">identify decision-makers</h3>
<p>Identify your decision-makers and senior stakeholders early. Tell them clearly what you need from them to be able to make a service at pace, along with the implications of delayed decisions.</p>
<h3 id="digital-tools">Digital tools</h3>
<p><strong>Q - are there still any orgs that don’t have digital collaboration tools in place?</strong></p>
<p>Use the video call software and digital collaboration tools your organisation uses, if they’re already in place. Every organisation has different security and information assurance protocols so make sure the tools you use meet your organisational policies. Not having remote tools in place makes collaboration much harder and slower. However it may be possible to <a href="https://draft-origin.integration.publishing.service.gov.uk/guidance/make-video-conferencing-tools-work-across-government">make your video conferencing tools work across government</a>.</p>
<p>In the early stages of the COVID-19 pandemic, GDS led a project to identify <a rel="external" href="https://datastudio.google.com/u/0/reporting/1CpSLPqcND7nbV_NJAsW_GgpFhd8JrU_T/page/FJ7MB">which tools different organisations can use</a>.</p>
<p>Check what your colleagues have access to, as different departments may have different technology policies. Make sure the tools you use are accessible. Ask people beforehand if there are any accessibility needs so you can make sure people can fully take part.</p>
<h3 id="building-relationships">Building relationships</h3>
<p>When working across different professions and organisations it’s important to build strong relationships in order to develop productive shared ways of working.</p>
<p>For example, The Vulnerable People Service was built over a weekend. As they scaled, the team collaborated with 40 partners across 8 departments, the NHS, local government and local delivery partners. They established data sharing agreements and had daily calls with co-service owners in MHCLG and weekly ones with healthcare (NHSD and DHSC) to translate policy intent into a workable service proposition. They won the <a rel="external" href="https://www.civilserviceawards.com/award-nominee/shielding-ministry-housing-communities-and-local-government">Civil Service Collaboration Award</a> for this work.</p>
<p>Make sure the service team is regularly talking to operations as people start to use the service.</p>
<h3 id="user-research-is-a-team-sport">User research is a team sport</h3>
<p>Involving stakeholders in user research sessions can be a useful way of establishing a common understanding of users’ needs and problems in complex and fast-moving situations.</p>
<h3 id="using-agile-at-pace">Using agile at pace</h3>
<p>Use whichever agile ceremonies make most sense in your situation. You could have standups twice a day, for example, or prioritise retrospectives over planning if the situation is changing quickly.</p>
<h2 id="document-your-approach">Document your approach</h2>
<p>It may seem counterintuitive to spend time documenting things like decisions, product aspirations and areas of uncertainty but it will save you time and make it easier to explain and demonstrate your service.</p>
<div class="example">
<p>DVSA <a rel="external" href="https://designnotes.blog.gov.uk/2021/04/29/designing-at-pace-at-the-driver-and-vehicle-standards-agency-dvsa/">used documentation effectively when working at pace</a> and found that it helped them focus on the important decisions.</p>
</div>
<h2 id="accessibility">Accessibility</h2>
<p>Do an <a href="https://www.gov.uk/service-manual/helping-people-to-use-your-service/getting-an-accessibility-audit">accessibility audit</a> at the earliest point you can. Using the GOV.UK Design System will make it easier to make sure your service is accessible.</p>
<h2 id="scale-and-resilience">Scale and resilience</h2>
<p>Consider how many people could use the service during peak demand. Understand which user groups are most at risk so you can prioritise them.</p>
<div class="example">
<p>The HMRC Self-Employment Income Support Scheme service team knew they would have about 3.5 million requests over a few days so they used invitations with time slots to stagger use and implemented a virtual waiting room during peak times.</p>
</div>
<h2 id="plan-for-the-future">Plan for the future</h2>
<p>Before the service goes live there should be a plan for what happens next. Is there a team to keep working on it? What roles and people will you have access to?</p>
<h2 id="security">Security</h2>
<p>Something here 🙃</p>
<h2 id="working-with-policy">Working with policy</h2>
<p>Designing services at pace is an opportunity to join up policy and delivery as quick turnaround services usually require the creation and iteration of policy at same time as service design and delivery.</p>
<h2 id="showing-that-your-content-is-timely-and-accurate">Showing that your content is timely and accurate</h2>
<p>You may need to timestamp pages to show when they have been updated so people know the content is up to date. Follow the <a href="https://draft-origin.integration.publishing.service.gov.uk/guidance/style-guide/coronavirus-covid-19-a-to-z">COVID-19 style guide</a> if it’s relevant.</p>
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"articleBody": "\u003cp\u003eWhen making services at a rapid pace such as during the coronavirus (COVID-19) pandemic it’s important for teams to meet the Service Standard and work in a user-centred way.\u003c/p\u003e\n\n\u003cp\u003eYou may have a short time in which to go live. You may be developing a service at the same time the policy is developed. So there is no time to spend on things that do not meet user needs. There is also no time to duplicate effort by making things and doing research activities that have already been done and can be reused.\u003c/p\u003e\n\n\u003cp\u003eThe same principles apply: follow the phases of an agile project and follow the Service Standard and Manual to deliver a joined up end to end service.\u003c/p\u003e\n\n\u003cp\u003eIt often requires working across multiple organisations and with roles outside of the Digital and Technology (DDaT) Profession, so there are some things to consider about your approach, team set-up and process. \n##Reuse as much as possible\u003c/p\u003e\n\n\u003cp\u003eYou’ll need to work quickly so find out what tools, systems, skills, technology, and design systems you already have access to.\u003c/p\u003e\n\n\u003ch3 id=\"identify-the-user-needs-and-your-assumptions\"\u003eIdentify the user needs and your assumptions\u003c/h3\u003e\n\n\u003cp\u003eIn a crisis you may not be able to validate the needs but it is important to spend some time identifying what they appear to be. This will help you with the other stages of the process.\u003c/p\u003e\n\n\u003cp\u003eListing your assumptions is a good way to show you what areas of uncertainty remain.\u003c/p\u003e\n\n\u003ch3 id=\"look-at-existing-services\"\u003eLook at existing services\u003c/h3\u003e\n\n\u003cp\u003eFirst, look at existing services with related purposes from across government. This will help you:\u003c/p\u003e\n\n\u003cul\u003e\n \u003cli\u003eavoid creating something unnecessary if an existing service could be adapted to meet the new need that has come up\u003c/li\u003e\n \u003cli\u003efind technology, design patterns and existing research\u003c/li\u003e\n\u003c/ul\u003e\n\n\u003cp\u003eFor example, the Kickstart Scheme team at the Department for Work and Pensions designed a digital service to go live in one week by repurposing an existing service with similar patterns.\u003c/p\u003e\n\n\u003ch3 id=\"reuse-designs\"\u003eReuse designs\u003c/h3\u003e\n\n\u003cp\u003eUse the \u003ca rel=\"external\" href=\"https://design-system.service.gov.uk/\"\u003eGOV.UK design system\u003c/a\u003e if possible. This has many benefits including improving the chance of your service being widely accessible. This will save you time.\u003c/p\u003e\n\n\u003cp\u003eIf there are needs your service has that are not being met by the design system, contact other teams on cross-government collaboration tools to see if they can help.\u003c/p\u003e\n\n\u003ch3 id=\"reuse-user-research\"\u003eReuse user research\u003c/h3\u003e\n\n\u003cp\u003eFind out which teams have done user research on similar topics or use your organisation’s research library.\u003c/p\u003e\n\n\u003cp\u003e\u003cstrong\u003e[needs more about eg crisis?]\u003c/strong\u003e\u003c/p\u003e\n\n\u003ch2 id=\"reuse-technology\"\u003eReuse technology\u003c/h2\u003e\n\n\u003cp\u003eMap the skills you think you need and compare that with what is already available in your organisation.\u003c/p\u003e\n\n\u003cp\u003eConsider the limits of any legacy technology you are working with.\u003c/p\u003e\n\n\u003cp\u003eIdentify what current processes will slow you down and need iterating.\u003c/p\u003e\n\n\u003cp\u003eAre there other people in the organisation who can support running the service?\u003c/p\u003e\n\n\u003ch2 id=\"flexibility\"\u003eFlexibility\u003c/h2\u003e\n\n\u003cp\u003eYou have to be okay with working in a reactive way and being flexible as the situation changes, especially if policy is evolving, as it did during the COVID-19 pandemic.\u003c/p\u003e\n\n\u003cp\u003eIdentify specific areas of uncertainty. What is subject to change? How will you deal with the uncertainty as a team?\u003c/p\u003e\n\n\u003cp\u003eHaving a shared vision makes it easier for teams to adapt their approach when needed because the end goal is the same; they just have to change their way of reaching that goal.\u003c/p\u003e\n\n\u003ch3 id=\"plan-for-retirement\"\u003ePlan for retirement\u003c/h3\u003e\n\n\u003cp\u003eThe situation may change in a way that requires your service to \u003ca href=\"/service-manual/agile-delivery/retiring-your-service\"\u003ebe retired\u003c/a\u003e. That might happen:\u003c/p\u003e\n\n\u003cul\u003e\n \u003cli\u003ebecause it is replaced with something that better meets the need but is not ready yet\u003c/li\u003e\n \u003cli\u003eit becomes part of something else\u003c/li\u003e\n \u003cli\u003eit is no longer required\u003c/li\u003e\n\u003c/ul\u003e\n\n\u003cdiv role=\"note\" aria-label=\"Information\" class=\"application-notice info-notice\"\u003e\n\u003cp\u003eIf you have outsourced development of the service, you must actively plan for the future, avoiding vendor lock-in.\u003c/p\u003e\n\u003c/div\u003e\n\n\u003cp\u003e\u003cstrong\u003e[that means you should use open source technology, reuse as much design etc as possible etc?]\u003c/strong\u003e\u003c/p\u003e\n\n\u003ch2 id=\"collaboration\"\u003eCollaboration\u003c/h2\u003e\n\n\u003cp\u003eDoing a quick \u003ca href=\"/service-manual/user-research/creating-an-experience-map\"\u003eexperience map\u003c/a\u003e of the potential service area will show some of the teams you need to work with. Quickly start to \u003ca href=\"/service-manual/design/working-across-organisational-boundaries\"\u003econnect up with policy across the service area\u003c/a\u003e across organisational boundaries and across government. Contacting relevant teams early reduces the risk of wasting time.\u003c/p\u003e\n\n\u003ch3 id=\"identify-decision-makers\"\u003eidentify decision-makers\u003c/h3\u003e\n\n\u003cp\u003eIdentify your decision-makers and senior stakeholders early. Tell them clearly what you need from them to be able to make a service at pace, along with the implications of delayed decisions.\u003c/p\u003e\n\n\u003ch3 id=\"digital-tools\"\u003eDigital tools\u003c/h3\u003e\n\n\u003cp\u003e\u003cstrong\u003eQ - are there still any orgs that don’t have digital collaboration tools in place?\u003c/strong\u003e\u003c/p\u003e\n\n\u003cp\u003eUse the video call software and digital collaboration tools your organisation uses, if they’re already in place. Every organisation has different security and information assurance protocols so make sure the tools you use meet your organisational policies. Not having remote tools in place makes collaboration much harder and slower. However it may be possible to \u003ca href=\"/guidance/make-video-conferencing-tools-work-across-government\"\u003emake your video conferencing tools work across government\u003c/a\u003e.\u003c/p\u003e\n\n\u003cp\u003eIn the early stages of the COVID-19 pandemic, GDS led a project to identify \u003ca rel=\"external\" href=\"https://datastudio.google.com/u/0/reporting/1CpSLPqcND7nbV_NJAsW_GgpFhd8JrU_T/page/FJ7MB\"\u003ewhich tools different organisations can use\u003c/a\u003e.\u003c/p\u003e\n\n\u003cp\u003eCheck what your colleagues have access to, as different departments may have different technology policies. Make sure the tools you use are accessible. Ask people beforehand if there are any accessibility needs so you can make sure people can fully take part.\u003c/p\u003e\n\n\u003ch3 id=\"building-relationships\"\u003eBuilding relationships\u003c/h3\u003e\n\n\u003cp\u003eWhen working across different professions and organisations it’s important to build strong relationships in order to develop productive shared ways of working.\u003c/p\u003e\n\n\u003cp\u003eFor example, The Vulnerable People Service was built over a weekend. As they scaled, the team collaborated with 40 partners across 8 departments, the NHS, local government and local delivery partners. They established data sharing agreements and had daily calls with co-service owners in MHCLG and weekly ones with healthcare (NHSD and DHSC) to translate policy intent into a workable service proposition. They won the \u003ca rel=\"external\" href=\"https://www.civilserviceawards.com/award-nominee/shielding-ministry-housing-communities-and-local-government\"\u003eCivil Service Collaboration Award\u003c/a\u003e for this work.\u003c/p\u003e\n\n\u003cp\u003eMake sure the service team is regularly talking to operations as people start to use the service.\u003c/p\u003e\n\n\u003ch3 id=\"user-research-is-a-team-sport\"\u003eUser research is a team sport\u003c/h3\u003e\n\n\u003cp\u003eInvolving stakeholders in user research sessions can be a useful way of establishing a common understanding of users’ needs and problems in complex and fast-moving situations.\u003c/p\u003e\n\n\u003ch3 id=\"using-agile-at-pace\"\u003eUsing agile at pace\u003c/h3\u003e\n\n\u003cp\u003eUse whichever agile ceremonies make most sense in your situation. You could have standups twice a day, for example, or prioritise retrospectives over planning if the situation is changing quickly.\u003c/p\u003e\n\n\u003ch2 id=\"document-your-approach\"\u003eDocument your approach\u003c/h2\u003e\n\n\u003cp\u003eIt may seem counterintuitive to spend time documenting things like decisions, product aspirations and areas of uncertainty but it will save you time and make it easier to explain and demonstrate your service.\u003c/p\u003e\n\n\u003cdiv class=\"example\"\u003e\n\u003cp\u003eDVSA \u003ca rel=\"external\" href=\"https://designnotes.blog.gov.uk/2021/04/29/designing-at-pace-at-the-driver-and-vehicle-standards-agency-dvsa/\"\u003eused documentation effectively when working at pace\u003c/a\u003e and found that it helped them focus on the important decisions.\u003c/p\u003e\n\u003c/div\u003e\n\n\u003ch2 id=\"accessibility\"\u003eAccessibility\u003c/h2\u003e\n\u003cp\u003eDo an \u003ca href=\"https://www.gov.uk/service-manual/helping-people-to-use-your-service/getting-an-accessibility-audit\"\u003eaccessibility audit\u003c/a\u003e at the earliest point you can. Using the GOV.UK Design System will make it easier to make sure your service is accessible.\u003c/p\u003e\n\n\u003ch2 id=\"scale-and-resilience\"\u003eScale and resilience\u003c/h2\u003e\n\n\u003cp\u003eConsider how many people could use the service during peak demand. Understand which user groups are most at risk so you can prioritise them.\u003c/p\u003e\n\n\u003cdiv class=\"example\"\u003e\n\u003cp\u003eThe HMRC Self-Employment Income Support Scheme service team knew they would have about 3.5 million requests over a few days so they used invitations with time slots to stagger use and implemented a virtual waiting room during peak times.\u003c/p\u003e\n\u003c/div\u003e\n\n\u003ch2 id=\"plan-for-the-future\"\u003ePlan for the future\u003c/h2\u003e\n\n\u003cp\u003eBefore the service goes live there should be a plan for what happens next. Is there a team to keep working on it? What roles and people will you have access to?\u003c/p\u003e\n\n\u003ch2 id=\"security\"\u003eSecurity\u003c/h2\u003e\n\n\u003cp\u003eSomething here 🙃\u003c/p\u003e\n\n\u003ch2 id=\"working-with-policy\"\u003eWorking with policy\u003c/h2\u003e\n\n\u003cp\u003eDesigning services at pace is an opportunity to join up policy and delivery as quick turnaround services usually require the creation and iteration of policy at same time as service design and delivery.\u003c/p\u003e\n\n\u003ch2 id=\"showing-that-your-content-is-timely-and-accurate\"\u003eShowing that your content is timely and accurate\u003c/h2\u003e\n\n\u003cp\u003eYou may need to timestamp pages to show when they have been updated so people know the content is up to date. Follow the \u003ca href=\"/guidance/style-guide/coronavirus-covid-19-a-to-z\"\u003eCOVID-19 style guide\u003c/a\u003e if it’s relevant.\u003c/p\u003e\n"
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