It’s hard enough to use the power of digital to make a service – particularly a well-established service – work better. It’s even harder to go all the way back to asking what the real underlying purpose is and whether that might be achieved in a beatter way. So it’s essential to to design the service, not just the system. And as the post ends by hinting, sometimes the best service is no service.
Kate Tarling – Home Office Digital, Data and Technology