Digital by default or human by nature? Exploring the value human service delivery for complex policy challenges

Government is tackling ever more complex challenges, often seeking to transform whole sectors in order to address net zero and biodiversity targets. These services are not simple transactions, like applying for a passport or driving licence. They are services that aim to change people’s mindset, behaviour and business models, and to do this they will require us to go beyond ‘digital by default’.

Drawing on her experience in Defra’s Farming and Countryside Programme and previously in the private sector, Becky suggests we need to elevate the role of human touchpoints, in order to deliver on government’s urgent challenges and ambitious missions, designing services that are facilitated by data and digital technology, but their delivery is deeply human by nature.

Participant Takeaways:

• A deeper understanding of the value of humans in service delivery.
• A deeper understanding of the interdependence between the digital, data and human components of a service. 
• Inspiration from real examples of how and when to leverage human touchpoints in service design challenges.

Themes:

Service Design, User Experience, Policy Outcomes, Offline Touchpoints