When public services work effectively, they're almost invisible. Yet for every seamless government website, efficient application process, or responsive support system, there's a complex framework of planning and expertise behind the scenes.
While many of us have encountered frustrating experiences with public services—from lengthy phone queues to confusing interfaces—it's the moments of effortless interaction that showcase successful service delivery. These exceptional experiences, where applications process smoothly, information is readily accessible, and assistance arrives promptly, stem from meticulous planning, thorough testing, and a deep understanding of user's needs.
At 2i, we call this "invisible success" - when everything works so well that you don't even notice the complexity behind it.
Let us share what we've learned about keeping public services running smoothly.
Learning from experience
We've seen what happens when departments rush into solutions without understanding their customers' problems. We see too many examples of Government departments attempting to modernise essential systems and having to start from scratch - all because they hadn’t done the proper groundwork. The result? Significant time and millions of pounds of taxpayers’ money wasted.
You might recognise this pattern. It's tempting to jump straight to answers, especially when you see an impressive new system that promises to solve everything. But even the most impressive solution will fail without the proper foundations and an understanding of what good looks like for your specific service.
The hidden complexity
If you work in public services, you'll know the challenge of serving many different and diverse groups. You've got members of the public using your front end - all with different needs and abilities. Some are comfortable with technology, others aren't. Some need extra support or different ways of accessing your services.
Behind the scenes, you've got your call centre staff, back-office processors, and management teams - all needing different things from the same system. Each group has its own requirements and measures of success. Getting everything working smoothly for everyone is like conducting an orchestra where your audience shouldn't even notice the conductor.
Working together for success
Do you want to know the secret to the successful delivery of public services? It's strong collaboration. You need to get all your stakeholders together right at the start, making sure everyone understands what you're trying to achieve and how you'll get there.
When you work with us, we'll use proven techniques, like the industry standard "three amigos" meetings, which bring key stakeholders into the project from the very beginning. Using our proven risk management framework, AssureRMF, our Prevent, Detect, Recover (PDR) approach and our years of experience in this space, you'll establish a shared understanding of requirements, needs, and solutions that will carry through your entire project.
Building in quality
You can't bolt quality onto the end of your project—you need to integrate it from the start. This means designing for accessibility, user experience, security, scalability, compliance, performance and more from day one. Everyone involved, from developers to project managers, must consider these aspects throughout the process.
Creating trust through delivery
You're not alone if you face pressure to digitally transform while managing tight budgets. Transformation isn't just about technology—it's about understanding needs, building trust, and delivering services that work for everyone.
We've seen what makes public sector projects succeed and fail. The successful ones always share the same characteristics: thorough groundwork, a clear understanding of needs, strong collaboration, and a focus on quality from day one.
Key steps to take before starting your journey:
Map your current landscape
- Document your existing processes, systems and pain points.
- Identify who uses your services and how they use them.
- Understand your current strengths and weaknesses.
At 2i, we can help you create a comprehensive service map that captures all these elements.
Define what good looks like
- Set clear, measurable objectives for your transformation.
- Establish quality metrics that matter to your users.
- Create a shared vision across all stakeholders.
Our experienced consultants can guide you through defining meaningful success criteria.
Build your stakeholder network
- Identify all groups affected by your services.
- Create clear communication channels.
- Establish regular check-in points.
We'll help you implement proven collaboration frameworks that keep everyone aligned.
Your path to invisible success
True success in public services isn't measured by the complexity of the solution, but by its simplicity for users. When someone can complete what they need to do without thinking about the process - that's when you know you've achieved invisible success.
That's exactly what we deliver at 2i. Our expertise lies in handling the complexity, so your users don't have to. When we put users at the heart of our thinking, we end up with public services that truly work for users and make their lives easier.