Hazardous waste discovery

The NRW team are making hazardous waste treatment more efficient for users © Radowan Nakif Rehan/Unsplash

What’s the goal of the discovery?

Use hazardous waste treatment as an opportunity to build a user-centred digital service, on Agile principles, in partnership with Natural Resources Wales (NRW).

What problems could the project solve for people?

NRW and the Centre for Digital Public Services (CDPS) have been seeking the right opportunity to work together on NRW’s first piece of user-centred, Agile service design. NRW is currently an ‘IT-led’ organisation using traditional – ‘waterfall’ – project management but it wants to become a user-focused one providing better services.

With NRW, CDPS has evaluated options for the first such ‘demonstrator’ project. Hazardous waste fulfilled several criteria: fragments of a service exist, pain points are clear, and there is a legal requirement for users to tell the government that they are dealing with hazardous waste.

A user-centred hazardous waste service would not only serve NRW’s customers better but could also provide the organisation with more income and help it on the way to become a fully Agile public sector body.

Who’s involved in the discovery?

CDPS is working with NRW’s policy and operational teams to research the service.

To identify user needs, CDPS has been interviewing organisations that produce hazardous waste, as well as companies that move and receive it.

What’s coming up next?

Working with the NRW policy team, we’ve narrowed the problem to solve in discovery down to:

At the end of discovery, we expect to have a broad set of user needs around which to start building service prototypes in the next, alpha phase of Agile development.

How does this discovery help to deliver the digital strategy for Wales?

The hazardous waste discovery helps to deliver upon two of the strategy’s missions:

Mission 1: digital services

Deliver and modernise services so that they are designed around user needs and are simple, secure and convenient.

Mission 4: digital economy

Drive economic prosperity and resilience by embracing and exploiting digital innovation.

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Digging deep: the role of design in discovery

Waste not… content needs on a hazardous disposals service

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