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.
Principal Software Developer John Watson shares how he and his colleagues are exploring how they can use AI to drive efficiencies.
Senior service ownership could help Defra become more service-led, efficient and user-focused. Laura Churchill shares what her team learned while testing the concept, why plans had to change, and how they’re building the right conditions for more joined-up, accountable services.
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.
Naveed Parvez reflects on the reaching of a significant milestone in digital waste tracking.
How the AI capability and enablement team used agentic design to build a community-driven resource to help digital practitioners find the standards they need.
Service Assessment Manager Mary McMahon and Sustainable Design Lead Ned Gartside explain how, from this month, Defra service assessments will include a new requirement with sustainability at its core. Digital services are a core part of how we deliver outcomes …
In the second part of their post, content designer Laura Parker and senior interaction designer Daniel Da Silveira show how they used a content-first approach to design features for the Defra form designer.
Jan Murdoch reflects on the emerging technologies that Defra is paying most attention to right now and the impacts these could have on policy outcomes. Every year when we pull together our Emerging Technology Radar, I am reminded just how …
Recent Comments