We have continued to support public sector organisations to deliver better digital services by embedding user-centred design principles.
Our three main delivery projects have focussed on benefits, planning and neurodiversity and it’s been great to work with passionate public servants in Welsh Government, Health and Local Government.
Our work is often complex and involves lots of stakeholders. Engagement with these stakeholders has been a really big part of our work this year; senior responsible officers in Welsh Government, the streamlining Welsh benefits steering group, the strategic advisory group for planning, the digital advisory group for local government as well as forum such as the planning officer’s society for Wales and organisations like the Trussel Trust and Citizens Advice have all played their part in shaping our work.
The projects have the potential to yield significant improvements in how citizens access services, reduced operational costs, and increased public satisfaction. While we’ve made good progress, there is much more to do.