{"id":123,"date":"2022-06-26T16:34:47","date_gmt":"2022-06-26T14:34:47","guid":{"rendered":"http:\/\/verwaltungsgestaltung.de\/notizen\/?p=123"},"modified":"2025-08-05T19:32:02","modified_gmt":"2025-08-05T17:32:02","slug":"week-8-20-24-june","status":"publish","type":"post","link":"https:\/\/verwaltungsgestaltung.de\/notizen\/2022\/06\/26\/week-8-20-24-june\/","title":{"rendered":"Week #8 at the Digital Service: Notes for\u00a020\u201324 June"},"content":{"rendered":"\n<p>It\u2019s summer in Berlin. And it\u2019s boiling \u2013 with temperatures hovering around 30\u00b0 celsius every day. On Monday, we might hit 36\u00b0 again.<\/p>\n\n\n\n<p>Luckily, the conference venue on Thursday had air conditioning, which is far from common in Germany \u2013 even with its continental climate and rising summer temperatures.<\/p>\n\n\n\n<h2 class=\"has-h-3-font-size wp-block-heading\">Discussing what transformation needs<\/h2>\n\n\n\n<p>Together with my colleagues Sonja, our Chief of Staff, and Magdalena, our Head of Product, I spoke at the&nbsp;<a rel=\"noreferrer noopener\" href=\"https:\/\/veranstaltungen.handelsblatt.com\/govtech\/\" target=\"_blank\">Gov Tech Gipfel<\/a>&nbsp;(Gov Tech Summit) in a Frank Gehry-designed venue next to Brandenburg Gate. <\/p>\n\n\n\n<p>Sonja participated in a panel discussion about technology as an enabler for innovation. She made an essential point about enabling communities of practice and providing money and time for community work.<\/p>\n\n\n\n<figure class=\"wp-block-embed is-type-rich is-provider-twitter wp-block-embed-twitter\"><div class=\"wp-block-embed__wrapper\">\n<blockquote class=\"twitter-tweet\" data-width=\"550\" data-dnt=\"true\"><p lang=\"en\" dir=\"ltr\">\u201cIt\u2019s the biggest misunderstanding that community work happens on the side without funding \u2014 it needs investment.\u201d<br>\u2013<a href=\"https:\/\/twitter.com\/SonjaAnton1?ref_src=twsrc%5Etfw\">@SonjaAnton1<\/a>, <a href=\"https:\/\/twitter.com\/DigitalServ4Ger?ref_src=twsrc%5Etfw\">@DigitalServ4Ger<\/a>\u2019s Chief of Staff on communities of practice and cross-organisational networks in government and the public sector <a href=\"https:\/\/t.co\/hxib2EXkAn\">pic.twitter.com\/hxib2EXkAn<\/a><\/p>&mdash; Martin Jordan (he\/him) ? ? (@Martin_Jordan) <a href=\"https:\/\/twitter.com\/Martin_Jordan\/status\/1539892921713008640?ref_src=twsrc%5Etfw\">June 23, 2022<\/a><\/blockquote><script async src=\"https:\/\/platform.twitter.com\/widgets.js\" charset=\"utf-8\"><\/script>\n<\/div><\/figure>\n\n\n\n<p>Magdalena was part of a discussion on \u2018the age of API\u2019. Despite all technical, legislative, and privacy challenges, she asked what our vision is and how prototyping it, using design, can help create it.<\/p>\n\n\n\n<figure class=\"wp-block-embed is-type-rich is-provider-twitter wp-block-embed-twitter\"><div class=\"wp-block-embed__wrapper\">\n<blockquote class=\"twitter-tweet\" data-width=\"550\" data-dnt=\"true\"><p lang=\"en\" dir=\"ltr\">\u201cWe have a lot of technical discussions \u2014 but what is our vision? <br><br>Where do we want to go? What would the future look like? Make the future experiential and to win people over!\u201d<br>\u2014<a href=\"https:\/\/twitter.com\/magdazadara?ref_src=twsrc%5Etfw\">@magdazadara<\/a>, <a href=\"https:\/\/twitter.com\/DigitalServ4Ger?ref_src=twsrc%5Etfw\">@DigitalServ4Ger<\/a>\u2019s Head of Product in a discussion around the age of API at <a href=\"https:\/\/twitter.com\/GovGipfel?ref_src=twsrc%5Etfw\">@GovGipfel<\/a> <a href=\"https:\/\/t.co\/ip5X6wWKOt\">pic.twitter.com\/ip5X6wWKOt<\/a><\/p>&mdash; Martin Jordan (he\/him) ? ? (@Martin_Jordan) <a href=\"https:\/\/twitter.com\/Martin_Jordan\/status\/1539919693531828224?ref_src=twsrc%5Etfw\">June 23, 2022<\/a><\/blockquote><script async src=\"https:\/\/platform.twitter.com\/widgets.js\" charset=\"utf-8\"><\/script>\n<\/div><\/figure>\n\n\n\n<p>I had a short speaking slot with time for a few questions. It was the first fully hybrid event I attended in person. Practically, it meant that no session could go over time as the experience for the remote participants was supposed to be as smooth as programmed television. On stage, we had a timer counting down, creating time pressure.<\/p>\n\n\n\n<p>Nils Hoffmann, founder of the <a href=\"https:\/\/www.bra.nrw.de\/govlab\">GovLab Arnsberg<\/a> and now managing director of PUBLIC in Germany, invited me and led the discussion following my input. The <a href=\"https:\/\/www.youtube.com\/watch?v=EzqhHPbsA7A&amp;t=632s\">20-min talk I delivered<\/a> covered the shift of perception in German public administration regarding its role and relationship with citizens and users \u2013&nbsp;from Prussian State&nbsp;view of citizens as supplicant&nbsp;towards the understanding of government as a service provider addressing needs of the people.<\/p>\n\n\n\n<p>Once more, I used the exceptional transformation case from the UK Department for Work and Pensions\u2019 \u2018<a href=\"https:\/\/www.gov.uk\/check-state-pension\">Check your State Pension forecast<\/a>\u2019 service to illustrate what holistic, front-to-back, cross-channel service design looks like. I might have used this example too often, but design lead Steve Borthwick and colleagues have done an outstanding job over the last decade. <\/p>\n\n\n\n<p>The case shows that usually, transformation work starts at the surface with redesigning web-based interfaces, simplifying legal descriptions and bringing data from different organisations together. Then, over time, it goes deeper and deeper, unpacks legacy procedures and redesigns and replaces outdated structures.&nbsp;<\/p>\n\n\n\n<figure class=\"wp-block-embed is-type-rich is-provider-twitter wp-block-embed-twitter\"><div class=\"wp-block-embed__wrapper\">\n<blockquote class=\"twitter-tweet\" data-width=\"550\" data-dnt=\"true\"><p lang=\"en\" dir=\"ltr\"><a href=\"https:\/\/twitter.com\/hashtag\/ServiceDesign?src=hash&amp;ref_src=twsrc%5Etfw\">#ServiceDesign<\/a> in the public sector doesn\u2019t work without different departments and organisations working together, sharing a common goal and making their data available to each other.<\/p>&mdash; Martin Jordan (he\/him) ? ? (@Martin_Jordan) <a href=\"https:\/\/twitter.com\/Martin_Jordan\/status\/1538905759609659392?ref_src=twsrc%5Etfw\">June 20, 2022<\/a><\/blockquote><script async src=\"https:\/\/platform.twitter.com\/widgets.js\" charset=\"utf-8\"><\/script>\n<\/div><\/figure>\n\n\n\n<h2 class=\"has-h-3-font-size wp-block-heading\">Testing together<\/h2>\n\n\n\n<p>That is a relevant theme and insight for a web-based offering we will launch in 2 weeks. The <a href=\"https:\/\/www.grundsteuererklaerung-fuer-privateigentum.de\">transactional service is for submitting tax-related property information<\/a> as demanded by new legislation. Around 20 of us from the Digital Service came together on Monday over lunchtime to test it from start to finish on desktop and mobile. Of course, we found some things. Running such quality assurance and bug-busting sessions is powerful and effective for different reasons because it:<\/p>\n\n\n\n<ul class=\"wp-block-list\"><li>makes use of colleauges who will find issues the team didn\u2019t see or will overlook after months of work<\/li><li>gets people from different parts of the organisation to see a team\u2019s work up close<\/li><li>creates a sense of camaraderie and&nbsp;bond across the organisation<\/li><\/ul>\n\n\n\n<p>At the same time, there are some clear caveats and limitations as the team members are:<\/p>\n\n\n\n<ul class=\"wp-block-list\"><li>people who aren\u2019t real users and don\u2019t have a real stake or a need to use the service<\/li><li>people with very high digital skills, a high degree of digital literacy, and also no special access needs<\/li><li>people who might have a better understanding of tax law than most people in society as some have worked on a related tax service, so they understand some constraints and might also be more forgiving<\/li><\/ul>\n\n\n\n<p>Obviously, the team has been testing with real users for months. So this activity was not a replacement for any usability testing but helped with quality assurance (QA) in the absence of a dedicated QA role in the Digital Service.<\/p>\n\n\n\n<h2 class=\"has-h-3-font-size wp-block-heading\">Finding designers to bring them together<\/h2>\n\n\n\n<p>The <a href=\"http:\/\/next-netz.de\">NExT network of the German public sector<\/a> celebrated its 4th birthday this week. Over the last few years, it has brought together people from all parts of the public sector. It supports communities of practice on topics like internal consulting, mobile apps or the use of artificial intelligence in government services. NExT also runs bar camps, hosts working groups and publishes white papers.<\/p>\n\n\n\n<p>Until now, it does not have a user-centred design community. And so far, I have found it challenging to find and reach out to all the in-house designers and user researchers working in the public sector now. I am currently estimating there are about 50 people in user-centred design roles. In the coming months, we need to find better ways to connect with them and share work.<\/p>\n\n\n\n<p>Linked to the <a href=\"https:\/\/digitalservice.bund.de\/blog\/strategische-ausrichtung-2022\">Digital Service\u2019s mission goal #3<\/a>, I drafted an objective and a few key results (OKRs) related to sharing work and connecting people for this quarter\u2019s shared cross-functional OKRs for design, engineering, and product management. We will continue working on our OKR drafts next week ahead of the new quarter.&nbsp;<\/p>\n\n\n\n<p>Vaguely related: Friday afternoon, we spoke to colleagues in Canada about products and code they have used from colleagues abroad. The sense of openness and willingness to share internationally remains among the most exciting aspects of working in the public sector.<\/p>\n\n\n\n<figure class=\"wp-block-embed is-type-rich is-provider-twitter wp-block-embed-twitter\"><div class=\"wp-block-embed__wrapper\">\n<blockquote class=\"twitter-tweet\" data-width=\"550\" data-dnt=\"true\"><p lang=\"en\" dir=\"ltr\">Another great thing about the public sector:<br>You don\u2019t compete with other nations; often, colleagues abroad are thrilled to share what they have done &amp; learned.<br><br>We spoke to Canadian colleagues today who had considered reusing components from Australia but then went with the UK\u2019s<\/p>&mdash; Martin Jordan (he\/him) ? ? (@Martin_Jordan) <a href=\"https:\/\/twitter.com\/Martin_Jordan\/status\/1540377206303637506?ref_src=twsrc%5Etfw\">June 24, 2022<\/a><\/blockquote><script async src=\"https:\/\/platform.twitter.com\/widgets.js\" charset=\"utf-8\"><\/script>\n<\/div><\/figure>\n\n\n\n<h2 class=\"has-h-3-font-size wp-block-heading\"><strong>What\u2019s next<\/strong><\/h2>\n\n\n\n<p>Next Thursday, my colleague Charlotte and I will talk at the&nbsp;<a rel=\"noreferrer noopener\" href=\"https:\/\/citylab-berlin.org\/de\/events\/citylab-sommerfest\/\" target=\"_blank\">summer festival of the CityLAB Berlin<\/a>. The talk will be an extended version of the one delivered this week. With the extra time, we can show how the designers worked on the upcoming property tax service in some detail.&nbsp;<\/p>\n\n\n\n<p>In the coming days, I will work on more material for the blog once I find the time. The written talk should make it a quick write. Another text should detail how we do user research, learn about people\u2019s contexts and needs, and let users give regular input on what we are developing.<\/p>\n\n\n\n<p>Then, I also need to extend our design community onboarding material as we have another designer joining us on Friday. That means our design team will have grown to 14 people in July.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>In week note #8, Martin Jordan reflects on his work between 20 and 24 June.<\/p>\n","protected":false},"author":1,"featured_media":124,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[8,7],"tags":[],"class_list":["post-123","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-english","category-weeknote","entry"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v26.4 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Week #8 at the Digital Service: Notes for\u00a020\u201324 June - Verwaltungsgestaltung \u2022 Notizen<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/verwaltungsgestaltung.de\/notizen\/2022\/06\/26\/week-8-20-24-june\/\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/verwaltungsgestaltung.de\/notizen\/2022\/06\/26\/week-8-20-24-june\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/verwaltungsgestaltung.de\/notizen\/2022\/06\/26\/week-8-20-24-june\/\"},\"author\":{\"name\":\"Martin Jordan\",\"@id\":\"https:\/\/verwaltungsgestaltung.de\/notizen\/#\/schema\/person\/701c6d4d31c2f752efcdb1c45fb7a25d\"},\"headline\":\"Week #8 at the Digital Service: Notes for\u00a020\u201324 June\",\"datePublished\":\"2022-06-26T14:34:47+00:00\",\"dateModified\":\"2025-08-05T17:32:02+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\/\/verwaltungsgestaltung.de\/notizen\/2022\/06\/26\/week-8-20-24-june\/\"},\"wordCount\":1047,\"commentCount\":0,\"publisher\":{\"@id\":\"https:\/\/verwaltungsgestaltung.de\/notizen\/#organization\"},\"image\":{\"@id\":\"https:\/\/verwaltungsgestaltung.de\/notizen\/2022\/06\/26\/week-8-20-24-june\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/verwaltungsgestaltung.de\/notizen\/wp-content\/uploads\/2022\/06\/Gov-Tech-Gipfel-2022-Speaker-Martin-Jordan-stage.jpeg\",\"articleSection\":[\"English\",\"Weeknote\"],\"inLanguage\":\"en-GB\",\"potentialAction\":[{\"@type\":\"CommentAction\",\"name\":\"Comment\",\"target\":[\"https:\/\/verwaltungsgestaltung.de\/notizen\/2022\/06\/26\/week-8-20-24-june\/#respond\"]}]},{\"@type\":\"WebPage\",\"@id\":\"https:\/\/verwaltungsgestaltung.de\/notizen\/2022\/06\/26\/week-8-20-24-june\/\",\"url\":\"https:\/\/verwaltungsgestaltung.de\/notizen\/2022\/06\/26\/week-8-20-24-june\/\",\"name\":\"Week #8 at the Digital Service: Notes for\u00a020\u201324 June - 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