During this research phase, we used a mixed-method approach, combining desk research with primary research. This helped us gather insights from existing data while adding first-hand perspectives from key stakeholders. Our goal was to gain a comprehensive understanding of how organisations develop workforce skills and capabilities, including any challenges they face.
We also explored how organisations approach developing specific skills to improve public services, ensuring they are accessible and user-centred.
Our research included 2 rounds of interviews.
The first round was informal, allowing us to gather initial insights and refine discussion topics.
The second round was more structured, focusing on our target users – leaders responsible for teams involved in improving or designing public services.
What we found
Skills vs capabilities
“Skills and capabilities are the same thing – it’s how you use the system? How good at using it are you? Do you understand it?”
– Service Owner
Language matters
“Digital is about the use of IT – tech is moving rapidly, and we need to keep our skills up for it so we can provide the best service to our users.”
– Service Owner
Making the connections
“I feel like we know what we need to do but would benefit from the how and support.”
– Service Owner
What’s next?
Based on the insights gathered, we held an ideation session to generate potential ideas that could meet user needs.
We then selected one idea to develop into a concept. The idea we’re taking forward to concept test, is a skills and capabilities framework in the format of a survey. It allows managers and service owners to identify the current skills and areas for development within their teams. It will provide a visual summary of which skills they have currently and areas where they can focus their skills development, with recommendations and next steps.
In the next round of research, we will use this concept as a discussion prompt to explore how users currently assess and identify skills within their teams. We’ll also gather their thoughts on the concept, including its feasibility in their context and whether they believe it could help address skill gaps in their teams.
Be a tester!
If you’re interested in participating in a concept test research session, please get in touch with sarah.floyd@digitalpublicservices.gov.wales
