‘Government services must work for everyone who needs to use them.’ Digital Scotland Service Standard #5 ‘Make substantial improvements throughout the lifetime of the service’ Digital Scotland Service Standard #7 My daughter loves riding the bus and when she turned 5 she asked for ‘a pass to ride the bus…

After a long time away, I’m loving living and working in Scotland again. I think Scotland is just the bestest wee nation. Totally not biased. As a ‘digital nation’ we’re nae bad. In the course of my work I’ve had opportunities to look into some of the best service delivery…

This was originally the READ ME card on the Government of Canada’s public ‘Platform for Government Services’ roadmap / routemap / delivery plan / feuille de route, originally published in May 2020— shared here for posterity / curiosity / discussion. This is an experiment in open roadmapping showing our direction…

Here’s some rough notes of some things that we know we ought to be doing as directors of digital stuff in the public sector but often forget or scrimp on. …

It’s the end of week 4 at GOV.UK. A whole month in post! Starting to find my feet. Feeling orientated and that I might be starting to be making some useful contributions around the place. It’s tricky when you are surrounded by the immensely talented, knowledgeable, fast-moving folk. …

That was week one of being Deputy Director of GOV.UK Portfolio Delivery. Here I am barely keeping my head above water but in good spirits about it all. Felt the love for GOV.UK since sharing that I was joining the team. Having arrived, I got some lovely welcomes from GOV.UK…

This is a draft of some guidance about setting up digital delivery teams that I keep getting asked for in Canada. Publishing here to get some counsel, particularly on the applicability to the Canadian context. Publishing it alongside sending it out to some people we’re working with across Canada to…

Providing simple, easy to use government services online in Canada is difficult. Here are at least some of the challenges: Canada is an astoundingly large place, spread out over many time zones, with an irregular technology infrastructure. Canadians are a wonderfully diverse populace with a mosaic of collective and individual…

As the UK Government’s Head of Community for product managers, I have the privilege of visiting teams in our departments and agencies to deliver training and explore ways of working better together. FAQ I’m often asked to list the product management tools that I’d recommend. …