Our approach

Our starting point is that we will develop our services around the needs of our users. We do this in collaboration, doing with, not to.  

User Centred Service Design 

We will support public service providers to adopt a user centred design approach to service delivery to ensure services are designed and delivered around the needs of those who will use them. 

This will form the basis of our approach and is fundamental to improving public service in Wales.  

We’ll be adding content on service design including case studies and blogposts from our work through our blog pages. 

Incremental delivery 

Our delivery approach adopts the best practice methodologies set out in the UK Government’s Agile approach to project delivery. This means following an iterative or incremental approach, adjusting as we go along always focusing on delivering solutions that meet the needs of the users of the service. Read about agile ways of working. 

Good practice and knowledge sharing  

We want to learn from what works, and what doesn’t to bring the best of digital change to Wales. Organisations and individuals will be at different stages in their digital transformation journey and with varying skills and digital capabilities. The opportunity to share knowledge, approaches and ideas will allow colleagues who provide public services in Wales the chance to share and learn from each other to improve the services they deliver. 

As well as building communities of practice across digital skills, we will also be working with structures and networks already in place in Wales and engaged in supporting Wales specific legislation such as the Well-being of Future Generations (Wales) Act 2015 and the Environment (Wales) Act 2016.