Senior content designer Eleanor Shakeshaft and senior service designer Ibarieze Abani from the APHA improving customer experience team discuss how they’re improving the way customers get support when they can't find the answers they need online.
Sustainable Design Lead Ned Gartside looks ahead to Services Week 2026, where he will be leading a session to talk about Defra’s recent introduction of a 15th Service Standard point focused on sustainability.
Kieran Lewis reflects on a recent project to integrate multiple data sources into a single Customer Relationship Management interface, improving call centre efficiency and customer experience by saving time per call and allowing agents quicker access to relevant information, and with ongoing and further improvements still to come.
Two Defra product managers talk about a recent project exploring sustainable AI development and its potential to reduce the impact our digital services have on the world around us.
Sam Brett is a Project Manager in APHA’s transformation programme, Delivering Sustainable Futures. In this blog, he reflects on his experience of improving how customers contact the organisation when they need help or advice. At the Animal and Plant Health …
Lucy Hartley, Head of Service Strategy, Ownership and Performance, and Lisa Jeffery, Design Manager, reflect on the work being done to build a shared understanding of services within Defra’s Digital, Data, Technology and Security teams.
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