Designing caseworking systems meetup #1

Agenda

  • 10:30–11:00: Arrival
  • 11:00–12:30: Show and tells of case-working systems and a talk on service patterns and language in case-working
  • 12:30–13:30: Lunch
  • 13:30–16:00: Workshop on identifying common patterns and components

The morning speakers

Presentation on casework for registration of land boundaries

https://drive.google.com/file/d/0B7y7fXAz33PoZWgyb0JPVEFoMjA/view
  • Poor quality applications
  • Applications that should never have been made
  • Caseworking is hard!
  • Case workers also have misunderstandings about the process

Presentation on Licensing for International Trade and Enterprise (LITE)

https://drive.google.com/file/d/0B7y7fXAz33PoUzR2YXc2aWRXUXc/view

Presentation on Booking travel within and out of the UK

https://drive.google.com/file/d/0B7y7fXAz33PoeEVoVy1LY21GMlk/view
  • rarely use computers outside of work, especially work of this complexity.
  • are told to ‘be digital’ — but what does this mean? Paperless?
  • act on what they are measured on (you get what you measure)
  • work on a desktop machine, and generate the same no. of docs in Doc Gen then print all the files off any way for records
  • don’t seem to be trusted, eg ‘cherry-picking’ ‘they’re not doing X’ ‘need to make sure they are checking Y’
  • are fearful of making a mistake and being blamed. For example, if they see an empty text box they fill it with everything possibly relevant in case it’s ever looked back over and their work is called into question.

Presentation on service design and internal systems

https://drive.google.com/file/d/0B7y7fXAz33PoaEVkNVNMZUl5T2M/view
  • Break down
  • Whats the input?
  • Decisions to be made
  • Decision outcomes
  • Data required
  • Activities undertaken
  • Artefacts or proof

The afternoon workshop

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Head of Interaction Design for the Digital, Data & Technology directorate, UK Home Office.

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Chris Taylor

Chris Taylor

Head of Interaction Design for the Digital, Data & Technology directorate, UK Home Office.

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