Mind the gap: bridging policy and agile service design

About the session

Theme: Policy design, Service Design, Co-design, Organisational culture, Agile delivery

The collaboration between policy and user-centred design teams is crucial for delivering effective government services. However, this can be challenging in practice due to organisational silos, competing priorities and different ways of working.

This session presents a case study on the collaboration between policy and user-centred design teams in developing a registration service for short-term rental properties in England. We will showcase how policy and design teams from the Department for Culture, Media and Sport (DCMS), alongside their delivery partner Made Tech, have collaborated from the early stages of service development to drive an agile approach to policy creation and deliver user-centric outcomes.

We will discuss some of the challenges we faced, while highlighting strategies for successful cross-functional collaboration.