Thinking Like a Pirate When I started on the Future State Design (North Star) in September 2022 we talked about the scale of our ambition. DWP is a large complex organisation with over 20 million customers, 80,000 colleagues based in over 1,000 locations, with over 100 business systems, delivering over 27 benefits. 30% of our customers claim 2 or more benefits. A customer can be the most vulnerable in our society, with multiple complex needs. Add to this in 2022/23 we had £8.3 billion over payments and £3.3 billion under payments. You do not get much bigger challenges to transformation. Our future state vision has looked at a 10-to-15-year horizon. How can we shift from making short term incremental to transformational changes. It was discussed that if we continued making incremental changes we would run out of time and money very quickly, and not achieve the value outcomes for our customers. We discussed our mind set about how to approach this work. A useful idea was thinking like a Pirate. Pirates are risk-takers and dare to do things differently. This was about testing long held assumptions and bring in ideas from people with a variety of backgrounds. Having worked for DWP for 32 years I have the cultural baggage about how things are done around here. This is where co-creating with service designers was excellent. They have so much common ground with business architecture and help me to think differently and challenge the sacred cows. For decades I had assumed that if DWP could simplify its legislation it would solve many problems with customer experience, data, and business delivery. Changing legislation is time consuming, costly, and difficult. Through the data work we gained the insight that if we loosely couple data with the legislation then we can deliver the transformation. Shifting from data being closely coupled to each policy product (so limiting reuse) to data being held commonly at an account level. When the customer applies for additional benefits we could reuse existing data, and reduce the questions we ask in the claim process. Thus we are not dependant on legislation simplifications. My thinking has done a 180 degree pivot. Think like a Pirate. I have attached the icon I produced for our Teams site. I needed something that would summarise visually what we were doing. The transformation is all about improving things for our customers and colleagues – so I started with the person image. Then I thought we are a design team – so a pencil is needed to produce blueprints. Finally a spanner is needed to start building stuff. It took a while for my colleagues to realise we had a scull and cross bones icon. 😉 #DWPDigital; #NorthStar; #futurestatedesign; #businessarchitecture; #servicedesign; #pirate; #data; #businessdrivendata;
This is a brilliant example of making change happen. Fantastic work Richard. Keep up the great work!
Volunteer Campaign Manager for Medicinal Cannabis Clinical Trials at I Am Billy Foundation
5moThinking like a pirate...love it