The Guardian made a video based around my team’s work to provide advice during the pandemic. I’m so proud of what they have achieved, and this is a lovely record of it.
This BBC article breaks it down further, including the top 5 most-searched terms on the Citizens Advice website in 2020: redundancy, Universal Credit, divorce, furlough and Personal Independence Payment (PIP).
Citizens Advice are at the frontline of helping people to face the challenges presented by the coronavirus pandemic. Our digital services are seeing record-breaking demand, with 2.2 million visits to our online advice in the first week of the crisis alone — a 50% increase from this time a few weeks ago. Our dedicated staff and volunteers have been moving our face to face services to phone and online channels.
After four and a half happy years of freelancing, I’m joining Citizens Advice as Director of Customer Journey. I’m thrilled.
You can read more about my role and why we’re not just talking about digital in this post by James Plunkett, Executive Director for Advice and Advocacy. In short:
Although digital technologies are a powerful way to change a service, what really matters is the method with which change is done: user research, UX design, agile working, co-design, and solving problems in experimental ways. We now want to apply those methods to a wider set of problems, not all involving digital tech. What this work has in common is a mindset: we’ll always approach questions from a client’s eye view — by starting with, and then working hard to improve, the customer journey.
Autumn 2017 themes for Rebecca Industries aretraining and doing good.
There is a lot of demand for training, as organisations look to upskill their digital leadership and delivery staff. I think this is a recognition that bringing in expert practitioners isn’t enough to make digital transformation happen in complex organisations. I’ve written and run a digital leadership development workshop for Sopra Steria, in collaboration with Mighty Waters (best company name I’ve heard since Rebecca Industries). Ade Adewunmi and I have started to do our leadership training for heads of service design (and content design and research) on the semi-regular for GDS. We did the session at UX Cambridge too. Behind the scenes, I’m developing a couple of new training propositions with consultancies.
In doing good, I’ve been helping Dr. Sue Black and #Techmums with some project management for a Nominet-funded programme for young mums and an online course. I’m starting to work with #upfront to help women and people from under-represented groups speak at more conferences. And the Esmée Fairburn Foundation has commissioned Sarah Jackson and I to run our digital project management training for charities they fund.
I spoke at Ada’s List conference about being feminist at work. My session covered practical things we can all do to speak up for ourselves and others, and how we can influence the canon of tech. It was a brilliant day and you can read the summary here.
I was proud to be one of the original signatories to this article about how to hire more women into technology positions. It’s a crowdsourced blog post from over 50 women working in technology curated by Emer Coleman (Technology Engagement at Co-op Digital) and Charlotte Jee (Editor of Techworld).
The article places gender diversity in the context of other inequalities
Take a look at what your current senior leadership team looks like. Do you have a female CTO or CEO? Is your leadership team all white? What about your Board? Most senior women will want to look beyond just the leadership team. They see diversity in the round and look for organisations that are diverse in class, race, LGBT people, ability/disability as well as gender. So it’s not enough to add a token middle class, straight, white woman to your management team.
I like the recommendations because they are focussed on practical action, for example
… actually demonstrate there is no gender pay gap. There are products developing in the market where you can actually dashboard this for your employees. Consider using a product like https://www.sliips.com/ which takes actual (anonymized) payslips to provide absolute transparency around pay. Of course this is even more important in the UK now since it’s the law for companies with staff in excess of 250.
August was quite the month. Here I define ‘August’ to include the first few days of September.
In my previous monthnote I wrote about the work of the Public Health England digital team to transition the Health Protection Agency website to GOV.UK. This month it came to fruition. We have switched off the HPA website, though it lives on in the National Archives, and GOV.UK is now the place to find health protection information. Over the rest of September the team will transition the ‘tail’ (lower priority) content. Mahesh and Suzanne have written more about what the transition involved. When the dust has settled, I’ll write about what I learned during this project.
This is an amazing achievement by the team. Liz made some delicious cakes to celebrate.
I don’t think I’ll ever get tired of typing in www.hpa.org.uk and getting re-directed to the PHE section of GOV.UK. For a few sweet moments I’m going to forget about the other 135 sites that need transitioning.
Elsewhere, I persuaded a major IT supplier to government to start delivering digital projects for public services, and doing it properly. Or more modestly (and accurately), I did a presentation the senior management bods said ‘yes’ to. I really hope I can be involved in the delivery of this, because the opportunity to have positive impact across central government is huge.
I also did a short project with NHS Blood and Transplant. My role was to support the digital team managers to start an ambitious digital transformation programme for blood and organ donation. Together, we built a roadmap for the next 12 months, including a timeline that works for the agile digital team and the waterfall programme management team, and people and budget requirements. I love planning, so it was fun.