Changing the service story

In the SAIDS project we’ve worked with dozens of people supporting citizens directly, and those citizens themselves.

We’ve collected storyboards and journey maps representing their experience with the current systems they have to work with.

As we’ve previously blogged, collecting these stories has highlighted the high levels of friction and effort experienced by citizens and front-line workers and the risk and cost experienced organisations.

How can SAIDS help to change the story?

Watch this short video to see how we have taken the learning about the challenges people face and developed and tested an approach to digitally enhancing services to reduce friction and make services more seamless.

We have developed and tested pairs of web-based apps- for citizens and service providers to make it easy for them to capture, store and share relevant information. We’ve embedded the learning into the Web-App Generator a tool to put the power into service providers hands and take this work to scale.

SAIDS final video- changing the service story

We are also delighted to have received the final academic report from our academic research partners, the University of Edinburgh. It found that:

Friction, Effort Risk and Cost can be designed-out of services with sets of Web-Apps connected to Mydex Personal Data Service, digitally-enabling services, starting with cluster leads.

The Web-App Generator is now available as a service, and this will allow for services to be digitally-enabled at scale, by people who have no programming skills mapping the requisite journeys and building the web-apps.

SAIDS has demonstrated significance in relation to:

• Mitigating the currently ever-expanding environmental impact of data storage
• Addressing equal opportunities by reducing information asymmetry caused by current organisation-centric approaches to data;
• Enabling participation of the front line, in digitally enabling services. Given women are more likely to be in front line roles in the public and third sector than men, it will be of greater benefit to women.

The outputs from the SAIDS Project should be sustained in the following ways:

• The Centre for Design Informatics at the University of Edinburgh will continue to collaborate with Mydex in existing research projects, but also commits to seeking future projects. The University and Mydex are involved in an application to the EPSRC / UKRI for a Next Stage Digital Economy Centre for Value and Care (£3m), which if successful will provide resources and time to continue to understand how personal health data can better support patients, carers and health & care providers.
• Continued development of, and support for, WAGaaS by Mydex CIC
  Wider application of the Better Services by Design approach by Mydex in a range of contexts, including Digital Identity Scotland, to expose CREF and further build evidence of the case for change
• Wider dissemination of the outputs through Mydex and The University’s communications programmes.
• Collaboration with the Digital Health and Care Institute (DHI) to use the web-apps that digitally enhance service journeys around mental health and care services within the Demonstration and Simulation environment.
• Support by Mydex for funding bids led by public and third sector services that wish to apply the tools and approaches.