So-called ‘digital transformation’ can often involve little more than moving things from paper onto a screen or automating the way things are already done, aiming
Category: service design
policy making in the digital age
UK Authority have published my article Rethinking policy making in the digital age. It explores the need for a national digital infrastructure that provides open,
Maggots, rats and a fork in the road
So what’s it going to be then, hey? Will the outcome of the Brexit negotiations see the UK forced to adhere to the EU’s “level
Online Public Services in the UK — 23 years of federated identity
Here’s my paper providing an overview of Federated Identity for Access to UK Public Services: 1997-2020 (PDF): As its catchy title suggests, it provides an
‘Blueshift’ and the evergreen promise of the ‘future’ of work
15 years ago at Microsoft, I proposed a programme called ‘Blueshift’. It was a deliberate provocation, an attempt to move away from rusty soundbites about
tortoise banks and uneven playing fields
Perhaps we had a lucky escape when banks declined to become online ‘identity providers’. After all, their track record in online security has some peculiar
the elusive pursuit of outsourced digital identity
Remember when UK banks were innovative, leading the world and always at the top of the polls for brilliant customer service? No, me neither. Actually,
the rise and fall – and rise? – of the performance platform
Open data and open standards were given a welcome and practical revival in the early days of the Government Digital Service (GDS). This included the
Improving identity assurance and trust
We may live in a digital age, but paper documents – notably passports – are still the most trusted evidence to help prove who we
fixing organisational design
I’m still seeing service design in many brownfield organisations being compromised by current organisational policies, dogma, assumptions, culture, silos, processes, egos and structures. However much
