Action 02: Transactional Systems
Services handling over 100,000 transactions each year will be re-designed, operated and improved by a skilled, experienced
and empowered Service Manager
Stakeholder(s):
- Service Managers: Service Managers will be in place for new and redesigned transactions from April 2013... Outside government, organisations
in the public and private sector are learning that empowered, experienced and highly skilled managers (often called ‘product
managers' in the commercial world) are necessary to deliver high-quality digital services. Government will adopt the same
model, and ensure each of its transactional digital services handling over 100,000 transactions each year is developed, operated
and continually improved by an experienced, skilled and empowered Service Manager. These are not technical IT posts, nor are
they confined to running a website. Instead, they are individuals who work full-time to develop and deliver all the changes
necessary to provide effective digital services. With a handful of exceptions, this is a new role within government. These
Service Managers will: * be experienced leaders, with an in-depth understanding of their service (built on continuity of involvement
over a period of years) and equipped to represent their service and its users' needs at all levels within the organisation.
For high-profile services these will be at Senior Civil Servant level * be accountable for the quality and usage of their
service, and able to iterate the service based on user feedback at least every month * be able to lead effectively on the
change management and process re-engineering required to implement successful services * have the digital literacy to engage
with technical staff and suppliers to define the best system and platform configurations to achieve business/user objectives
* encourage the maximum possible take-up of their digital service by effective marketing, and specify/manage the requirements
for assisted digital activity to supplement this * oversee service redesign and subsequent operational delivery; supporting
and ensuring the necessary project and approval processes are followed, monitoring and reporting on progress in line with
the digital by default service standard, identifying and mitigating risks, and be empowered to deliver on all aspects * actively
participate in networking with other Service Managers inside and outside government, and share good practice and learning
- UK Government Departments: departments will ensure all transactional services have clearly identified Service Managers by March 2015
- Government Digital Service: Government Digital Service will: * offer extensive training and support to help new Service Managers help departments to recruit
Service Managers
- Private Sector Organisations: Private sector organisations that have been at the forefront of delivering digital transformation have repeatedly indicated
the importance of leadership at all levels to their success. It is therefore important that we ensure that suitably skilled
and empowered leadership is in place within departments and agencies to lead service transformation.
- Digital Leaders: Digital Leaders will provide active senior leadership for departmental digital strategies and activities and provide expertise
and challenge to their boards.
- Cabinet Office: Cabinet Office will help boards to identify Digital Leaders with suitable experience and skills (role specification in Annex
5). These will usually be members of the departmental executive (or management) board. In a number of departments, these are
already in place... Cabinet Office will help departments to recruit suitably skilled individuals. Newly appointed Service
Managers will be supported by Cabinet Office through a specialist training programme run by the Government Digital Service.
This will include the hands-on process of designing and prototyping a digital service.
Indicator(s):
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