A client centred approach
Five client needs that frame our approach to delivery, with real life examples of how we meet them.
01.
Visibility and grip
Client need
Decision makers, stakeholders and the delivery community have a clear understanding of what is going on, upcoming priorities and where intervention is needed.
What we do
-
Service landscape mapping
-
Critical 'path to live' mapping
-
Deadline driven prioritisation/planning
-
Metrics based delivery management
-
Timeboxed decision making
02.
Re-use by default
Client need
Leveraging an existing solution could save considerable time, money and reduce the risk of pursuing an untested alternative.
What we do
-
Adopt a starting position of 'a workable solution is likely to already exist'
-
Thorough assessment of existing solutions across government and the private sector
-
For either 'build versus buy' option, stand up small, multi-disciplinary teams made up of associates with specific experience of the subject matter
* Re-use includes software, research, generative AI, documentation and ways of working
03.
Mentoring their people as standard
Client need
Demonstrably reducing reliance on contingent workers. Developing their people via 'on the job' upskilling and hands on experience of working along side experts.
What we do
-
As experts in their field, each Pebble associate is offered as a professional 'buddy' to client side individuals
-
Client-side people encouraged to participate in wider Pebble communities of practice
-
Our working sessions are open for clients to observe and gain exposure to how we work
04.
Employing user research primarily to support critical design decisions
Client need
gov.uk requires all key design decisions to be linked to a user need. User research should be focused on supporting these key decisions.
What we do
-
Restrict UR to support critical design decisions - detailed needs should be explored in beta service testing
-
Representative working groups augment the core delivery team
-
Smaller delivery teams will drive a lean approach to research
* Taking a leaner approach to research directly enables five day design sprints
05.
Striking a better balance between organisational and citizen needs
Client need
Any workable solution should provide a good experience for both external (citizen) without compromising the internal user experience.
-
Representative working groups (internal and external users) to augment the core delivery team
-
Embed policy people into delivery teams as subject matter experts
-
Directly linking delivery metrics to the business case