Managing the development and delivery of an effective user-focused digital service.
Service management is working to develop and deliver an effective user-focused digital service. It requires strong leadership, relationship management and commercial skills.
Some relevant roles: service manager, product manager, delivery manager
- building good working relationships with internal and external stakeholders, such as other departments, suppliers, and senior leaders
- representing the service positively to gain the support of stakeholders
- providing strong digital leadership (see Digital leadership skills group for more details)
- familiarity with the full range of resources for establishing user needs
- knowledge of how and when to use these resources so that services and information are genuinely user centred
- overseeing the design of digital services
- kicking off the design process (eg through ‘inception’ meetings and a Discovery phase to identify user needs)
- ensuring that service design is considered with every iteration of a digital service
Meeting the Digital by Default Service Standard
- understanding how services will be assessed against the Digital by Default Service Standard
- identifying development needs to ensure the service meets the standard
Digital and technology literacy
Having the digital and technical literacy needed to work with technical staff and suppliers to define the best system and platform configurations for achieving business and user objectives.
Understanding how traditional and agile governance methods can be used to inform decision-making and help the team deliver.
- ensuring the team are supported to carry out their work effectively
- building multidisciplinary teams and developing talent
Media management and communication
- working with communications professionals to market the service appropriately through the right channels and to encourage maximum take-up
- understanding the media landscape
- understanding how to target messages to suit the audience
Assisted digital and digital inclusion
Overcoming barriers to service adoption
This involves identifying:
- barriers preventing your service from being adopted
- who to overcome these to ensure maximum take-up
Providing assisted digital support
- ensuring the service includes good assisted digital support
- understanding what assisted digital looks like and how to achieve it
Continuous improvement based on data
Analysing and acting upon user data to design and continually improve services to effectively meet user needs.
Routes to market
- being familiar with different procurement and commissioning frameworks
- encouraging new ideas and innovative commercial routes to ensure that government gets the best deal possible
- understanding and following relevant investment and spend approval processes, both for your department and across government
- producing a business case to secure funding for your service, following appropriate government guidelines
Using virtual communities
- understanding the service as part of the wider context of the digital transformation agenda
- using the service manager community to build networks, share knowledge and encourage support across government for digital services
The 4-day internal government service manager induction programme aims to equip newly appointed service managers with the basic knowledge, network and confidence to take the lead in transforming digital services.
The Service Manager Open Programme is a 3-day seminar that uses specialist learning modules designed to help service managers improve in specific areas of the Digital by Default Service Standard.
The Service Design Manual also includes a list of links to essential resources for service managers.
Civil Service Learning offers online learning resources on management essentials to help boost your management skills and plan your future development.
HM Treasury offers guidance to help with efficient planning and approval of spending proposals for agile digital and IT projects.