Let’s talk about tech – getting IT and digital out of the basement

It’s hard to think of an area of life where technology and data haven’t been part of huge changes over the last 10 – 30 years. Well rehearsed examples of that include travel, shopping and banking, where ease of access to doing transactions online is just part of a fundamental change to business models and user experience that is reshaping the way that economies and societies work. Seemingly indomitable companies have vanished and new upstarts have risen up to take their place.

I find it concerning that in many organisations (in both public and private sectors) it is still too common to find technology and data discussed as if they are separate to ‘real work’, with IT teams * hidden well away from their colleagues and seen as ‘back office’ functions. It’s vital that our profession makes a shift from out of date customer / supplier type relationships towards working in real partnership.

That’s what we are working to do in the HackIT team. Our goal is to work closely with our colleagues in other services as equal partners, working together to deliver better outcomes for our borough’s residents and businesses.

Our ‘HackIT manifesto’ (http://hackit.org.uk/how-we-work/how-to-hackit) was created by the team and sets out the ways that we are doing this, with eleven principles that underpin our ways of working. It’s now a couple of years since we created that and lots of great new people have joined our team, so now’s a good time for us to refresh it and make sure that it is still working as a useful guide for the way we work.

With that in mind, I’ve been thinking through some of the ways that our interactions can impact on our relationships with our colleagues, and am keen to make sure that our updated ‘manifesto’ reflects some of that.

The language we use must make it clear that we are an integral part of achieving our organisation’s core mission

We need to be consistent in talking in a way that demonstrates that we have something valuable to contribute. Using terms like ‘the business’ or ‘customers’ when we’re referring to colleagues in other services is unhelpful, because it can suggest that we’re simply service providers who don’t have a role to play in helping to shape policies and decisions.

And we must guard against only focusing on our operational work and processes when we explain what we do, because these are simply means to an end not the end itself.

We also need to make sure that we explain concepts (whether that’s technical stuff or describing the way we deliver our work) in layperson’s terms so that colleagues can understand why these matter to their services and users. There’s a risk that people might assume that our work is ‘too techie’ for non-IT folk to understand and it’s up to us to show that isn’t the case.

We need to listen, learn and work together and share one another’s successes

Genuine transformation happens when we learn from our users to understand their needs, and when we combine other teams’ experience and knowledge with expertise in technology and data. No one individual will have the answer, but by working well together in effective multi-disciplinary teams we’re much more likely to be able to take big steps forward.

It’s also essential that the job titles on our name badges don’t distract us from the shared responsibility to deliver results. Whether it’s making a project happen, responding to an operational issue, managing our money and assets well or understanding what we need to do to protect the privacy and security of people’s data, if something is important it is all of our responsibility.

This is also true for the colleagues we are working with. Services don’t outsource their technology and transformation to us and we need to help them understand what we need from them to help deliver successful outcomes and we also need to support them in doing that. That includes taking the time to provide training and advice on roles like being a Product Owner as well as working with colleagues to help them fit in with the rhythm of delivery. But it also means having the confidence to highlight where engagement needs to improve so that we are genuinely delivering together, not just observing other people’s work.

And when we complete a piece of work it’s essential that we take the opportunity to reinforce the trust we want to build across teams by always being generous in the way that we celebrate the success. We mustn’t underestimate the impact of reminding people of the value their contribution as part of a team has made.

We need to be open to new possibilities

It is important that we respect the experience of the past but we also need to make sure that ‘we’ve always done it that way’ or ‘we tried X before and it didn’t work’ doesn’t become an excuse for failing to make the most of new opportunities. It’s surprising how often the impossible can become possible if we let it (especially if we can work together to think around the problems that might stand in the way), and letting ourselves consider flights of fancy from the opportunity presents itself can help make sure that we don’t unnecessarily self-limit ourselves.

But we also need to avoid tech fetishism

Cylindrical voice assistant A or B may well be very clever, but they aren’t silver bullets that will magically solve the challenges facing public services. Trying out new technologies and exploring how they might help our users is something that we should always make time for, but it’s equally important that ‘being innovative’ doesn’t become an end in itself. If we can’t explain why a new technology might be genuinely beneficial for users we probably shouldn’t be spending precious time playing with it. ‘Minimum Viable Product’ type approaches can be a really helpful way to test out new ideas while also minimising the risk of expensive mistakes.

Focus is very important

I find this one of the hardest things to do, and it’s always a struggle to avoid flitting from one thing to the next without seeing through the task in hand. I’m finding it really encouraging to see how using Agile delivery approaches can help to sharpen our focus and accelerate our pace.

Working in the open (eg sharing weeknotes with the team *and* making the time to read them! **) also helps avoid wasted effort as it makes it easy to keep up with the progress and decisions other colleagues are making, with much less faff than traditional project boards etc. It’s essential that we remember that these can help across all areas of our work, not just ‘digital’ projects.

And finally, a bit of pragmatism can be helpful too

As Matthew noted in his post about holding a great show and tell (https://blogs.hackney.gov.uk/hackit/holding-a-great-show-and-tell), there will be times where it makes sense to adapt our approach so that we are working in a way that makes sense for our users. So, whether that means changing the terminology we use, flexing our expectations of roles in a team so that colleagues are able to contribute effectively or looking for other ways that we can bring out the best from people and circumstances, it’s all good.

What really matters is that we are delivering for our users.


* I think that the distinction of ‘IT’ and ‘digital’ is artificial – but that’s a different blog post! https://bytherye.com/2017/10/07/a-digital-detente/

** I’m pretty unsympathetic if anyone says that it’s hard to make time to skim the weeknotes from across our team – they’re an easier read than traditional highlight reports and take significantly less time than a project board.

Weeknote w/c 6 May: thinking about the future workforce and agreeing the first LOTI priorities

A shorter week thanks to the bank holiday, but I don’t think the resulting weeknote is any shorter!

Workforce development

I joined an interesting discussion about Hackney’s workforce development strategy at the start of the week. This builds on lots of work that’s already been taking place, including:

  • The Council’s award winning apprenticeship programme
  • Our new recruitment site (https://recruitment.hackney.gov.uk), which is designed to help promote the opportunities that Hackney offers and will also save money on ‘microsites’ for supporting recruitment campaigns
  • The simpler ‘check in’ process for performance management that was introduced last autumn
  • Work to provide a rich set of learning and development opportunities
  • And new ways of working together, including growing use of ‘show and tells’ and online communities to share our work with colleagues

The Council’s ambition is to be the best place to work in local government and we discussed ways that we can continue our journey to achieve this. Ideas that I thought were especially important included:

  • Sustained commitment to broadening diversity (especially at senior levels) both through our recruitment and also by supporting our people to progress so that we are continuing to build a diverse workforce for the future which reflects the borough we serve
  • Encouraging curiosity and exploration of ways that technology, data and new ways of delivering services can help us to deliver excellent services for our residents
  • Continually looking for ways that we can showcase and role model the innovative and sector leading work that is happening across the Council to help inspire further progress and promote Hackney as a place to do great work

LOTI (the London Office for Technology & Innovation)

On Wednesday morning I caught up with the other members of the core group of 15 councils who have committed to working together to launch LOTI. This followed the workshop a few weeks ago where we looked at the governance arrangements (https://bytherye.com/2019/04/08/weeknote-20190408/). For this session we focused on the initial set of priorities that we will work on together.

I liked that we took an action oriented approach, identifying some things that we can crack on with right away ahead of the new LOTI team starting in post in the summer. These initial pieces of work will help lay the foundations for follow on work and build momentum.

One of these initial priorities we agreed is working together to grow the number of digital apprenticeships across the boroughs, building on the 20 digital apprenticeships we have at Hackney and related work that the other LOTI councils have been doing. We believe that by sharing our experience and helping managers and apprentices to work together across our boroughs we can make a big impact on digital skills, create new work opportunities and help to build the diversity of our teams. Cate and I have agreed to lead on this and we’re hoping to bring a working group together within the next month or so to agree our objectives and get things moving.

Other highlights from last week were:

  • Cate and I spent some time with finance colleagues to plan for the review of our finances that we’ll be doing this week. This is important to make sure that our budgets are well managed and that we are prioritising the right areas of work to respond to future financial risks and opportunities.
  • We had a really good Delivery DMT. The approach we introduced in January (https://bytherye.com/2019/01/15/weeknote-20190115/) to help us focus on key cross-cutting priorities seems to be working well and is helping us to think in a joined up ‘one team’ way. We noted some positive progress on areas of work that we had identifed as needing focus and agreed that for this month we will focus on:
    • refreshing our ‘HackIT manifesto’, including offering new members of our team the opportunity to help shape our service’s culture
    • completing the finance review
    • shaping the ‘digital support services’ work
    • work to refresh our strategic approach to recruitment to help us continue to hire great people into our team
    • working with colleagues in other services to set up a new cross-cutting Member customer services board to help drive forward the transformation of resident facing services across the Council
  • I joined an interesting meeting with another supplier where we discussed our views on the direction technology should be taking. We heard again that the supplier wants to move faster towards web and mobile computing, which aligns with our direction, but that many of their clients are asking for a much more traditional approach. How might we encourage more local authorities to push the technology market towards a modern approach?
  • And on Friday I joined the other members of the Council’s ‘GOLD’ team for a second training day where we had a (surprisingly engaging) session on the legal requirements for emergency management and did some scenario based thinking to test out our skills.

Something I’m learning

On Wednesday I learned that it’s possible to get a remarkable amount of stuff done using a watch as your only connected device (I chose to leave my phone at home because I was taking part in a run at the Olympic Park in the evening). Battery life was, however, a challenge… More on that here: https://bytherye.com/2019/05/08/the-future-is-here-it-just-doesnt-last-the-whole-day-yet/.

The future is here (it just doesn’t last the whole day yet)

It’s almost four years since I blogged about my initial experience of using my first Apple Watch (https://bytherye.com/2015/05/10/apple-watch-a-few-thoughts-after-my-first-week/).

At the time I could see that it had lots of potential, but ‘unless you’re a bit of a geek I’d probably recommend waiting a bit before leaping in.

Roll forward to today and I’ve just experimented with leaving my phone and iPad at home and using the Watch (now a Series 4 with mobile data, coupled with Bluetooth headphones for listening to audio) as my only connected device for the whole day. I decided to do this because I was taking part in a run this evening and wanted to minimise what I carried with me, but it also seemed like a good opportunity to see how far things have come since 2015.

It went pretty well. But I have spent a day with major battery anxiety!

The good stuff was that I could do loads of stuff without needing my phone, including:

  • Making and receiving phone calls, text messages, other instant messages (including Hangouts and WhatsApp) and emails
  • Listening to podcasts and music
  • Paying for food and my train fare
  • Checking my diary and travel times
  • Tracking my running time and counting down the kilometres until the finish line

It wasn’t as easy to use for the written communication as my phone is (and I got a sore arm if I wrote for too long!), but for keeping in touch and short messages it worked really well. The scribble feature that lets you doodle what you want to write is a major improvement from the initial ways to compose messages.

And for some of the things I needed to do (eg paying, listening to stuff and tracking activity) I find the Watch vastly superior to the phone because I can now carry one less thing.

The newer Watches are also much, much faster than the original one. So my reservations about that are happily a thing of the past.

The big draw back was battery life. Normally I comfortably get a couple of days between charges, but I hadn’t properly accounted for how much more quickly it would drain if I was on 4G all day rather than tethered to my phone. I started with a full charge and was in the mid-80% range by the time I started my first meeting. And I found that I needed to do some quite aggressive power management to last the day (including switching off data when I didn’t need it, using theatre mode to stop the screen waking up when I lifted my wrist and turning it off altogether for a couple of hours when I had a laptop to hand). It kept going until seconds after I’d made my last tap out at the station this evening * and then gave up the ghost. A close run thing!

Overall, I think I’m happy to revise my original view and strongly recommend the Watch, even if you’re not as much of a gadget enthusiast as I am. ** But I don’t think it’s wise to give up the smartphone just yet, unless you’re fairly comfortable going off grid and / or are happy to carry a charger for top ups when needed. That’ll change though and I reckon that it seems increasingly likely that we’ll find ourselves using smartphones a bit less frequently and wearable computing more often in the years ahead. Food for thought…

* This is important because Transport for London don’t automatically match the card number used for Apple Pay on a phone or Watch with the number of the physical debit card that I had with me as a contingency (the card numbers are different even though they link to the same account). So if I had had to tap out with the debit card instead of the Watch I’d have been charged much more than the correct fare for my journey.

** And yes, there are other brands of wearable. I’ve not tried those but I spot more and more people sporting them so I’m confident that there’s something for most tastes now.

Weeknote w/c 27 April: more focus on how we work, both now and in the future

This was a good week. We’ve made progress with some important pieces of work and my Weeknotes have successfully joined my (less frequently updated) blog in a shiny new home.

How to HackIT

On Wednesday a group of us got together for a follow up session on the ‘How to HackIT’ guides we’re developing. This worked very well and we broke out into pairs to peer review one another’s work and by the end of 90 minutes we had published five new guides online. You can find them here: http://hackit.org.uk/how-we-work/how-to-hackit.

This growing collection of guides is designed to provide a light touch set of protocols we can follow across our teams to help us with the consistency and rhythm of our work, in line with our governance principles. By making the guides open on the web we can also help other teams elsewhere (and get feedback which will help us improve), help new starters understand how we work before they join our team and also help suppliers who will be working with us make sure that they’re prepared.

We’ve agreed five more guides that we will prioritise and are going to try to have those ready to publish in two to three weeks’ time.


An important part of developing our service is looking at our system management practices to make sure that we are developing and supporting new digital services well. This is an important challenge and as well as introducing new ways of working it involves technologies which are relatively new to us and will also require new skills. It touches on all aspects of our work, from designing, developing and delivering change through to running and supporting our systems and services.

On Monday afternoon Peter and I visited the Ministry of Justice, where we met with Tom Read their Chief Digital Officer to see what we can learn from their experience of similar changes. I was reassured to find that they’re asking very similar questions to the ones we’re considering and we took away some useful ideas and lessons which will help us with the work here.

On Thursday the team from Digi2al, under the guidance of Felix who joined our delivery team this week, began their discovery work which will help shape the way we take this forward. It’s good to be starting this with a discovery, because  it’s a complex and important area and we need to make sure that we understand the different dimensions and how we will link in across different teams before we set out any detailed plans for the work.

As I said at Thursday lunchtime’s strategy stand up, I would strongly encourage everyone across the team to take time to keep in touch with this work through their Show & Tells, Weeknotes and joining the Slack channel that Felix has set up. This project will be very important in defining how we do large parts of our work in future and your involvement will help us make sure we do that well.

Other highlights from last week were:

  • On Monday I took part in a training day for the people who part of the Council’s ‘Gold’ rota (being on call as ‘Gold’ means you are the Council’s designated lead for any emergency planning responses over a week long shift every couple of months). It was a useful day and a good reminder of the responsibilities which come with this role.
  • On Wednesday I joined the show and tell delivered by the team who are working on delivering web based single sign on for our systems and services. This was a useful update and helped me understand the team’s progress and the trade offs that will need to be considered when their current assessment work completes.
  • The Spacebank team have been making good progress looking at how we might make it easier for residents and local groups to book rooms in the Council’s libraries (the area that they’re focusing on for this phase). On Thursday I joined them for an update with Cllr Kennedy and Cllr Selman, the Cabinet leads for this work, and it was great to see that the team’s progress was well received.
  • Next week we have a workshop to agree the priority protects for LOTI (the London Office of Technology and Innovation which will formally launch very soon). On Thursday I had a pre-meet phone call to talk through some of the questions we’ll be looking at and offer my thoughts on how we might make sure that LOTI gets off to a good start.

Something I’m learning

I decided that I wanted to bring my blog and Weeknotes together, and I also decided that it was a good time to look at other publishing platforms rather than Medium, as I’ve been getting annoyed with some of Medium’s ‘features’ and am wondering whether the direction they’re taking is a good thing for online publishing. I was pleased to find that it was fairly straightforward to move everything over to WordPress and was chuffed that I managed to fathom out the DNS changes needed so that it works using my own domain. This wasn’t massively complex once I’d worked it out but it was outside of my technical comfort zone so it felt rewarding to make it work!

Weeknote w/c 8 April — w/c 22 April: Easter comes and goes

I hope that everyone’s had an opportunity to enjoy a bit of a springtime rest, even if just for the long bank holiday weekend. I’m enjoying spring arriving, although I’ve not been enjoying the seasonal hayfever quite so much…

Suppliers committing to a more open approach

Matthew and I met recently with some senior representatives from one of our suppliers to discuss our strategic direction and goals. Reflecting on this afterwards, there were a couple of aspects of the conversation which I thought were Weeknoteworthy.

My first observation was that software vendors can find it tricky to reconcile competing demands from councils in terms of the standards and approaches that they’re expected to adopt. One example of this was that while some councils (us included) are working to apply design standards based on the principles developed by GDS, others find these ‘too bland’ and expect systems with more dynamic visual content (including pictures and video) in their user interface design. There is plenty of evidence to show that paring back on visual clutter can make it easier for users to find what they need to do and complete tasks without needing help, but evidently there are still buyers who favour ‘pretty’ designs over functional design focused on user needs. While I do think software vendors have a responsibility to advocate for better technology and user experiences, the imperative to secure sales can work against that. In short — maybe as a sector we are getting the technology that we deserve…?

There were also indications of a positive shift in approach. Traditionally the established software suppliers into local government have adopted strategies based on steering councils towards an ‘all in one’ model, where the suppliers encourage us to buy a bundle of systems (often including software that they have acquired by buying up smaller companies) which they hope will extend the reach of their software across as many service areas as possible. Often this relies on a scary number of flakey Heath Robinson ‘integrations’ whirring away behind the scenes to provide a façade of connectedness, and typically the result is services that are only partially joined up and systems that are inflexible and unreliable.

I was encouraged to hear that in this case the supplier are actively looking to move towards a more open system model, where their software is conceived as part of an ecosystem where APIs allow data and processes to be joined up across different systems more easily. I’m going to keep a bit of healthy scepticism about this until we see the results, but I’m pleased to see the conversation shifting.

Although, as I’ve been banging on about this since at least 2014 I think we’re right not just to wait for enough suppliers to ‘get it’ and instead take positive steps ourselves to shift things forwards: https://bytherye.com/2014/04/06/an-applications-strategy-fit-for-digital/. This is why I think the work we’re doing on our APIs is so important (as Matthew outlined in this blogpost last year: https://blogs.hackney.gov.uk/hackit/Developing-our-API-strategy).

Our office space

Since moving into the Hackney Service Centre just over a year ago, it’s been really pleasing to see how having better office space is helping us work together better as a team. I’m still thrilled by the buzz when I come into our office area and the reaction from both internal and external visitors is really rewarding (I’ve lost count of how many people have commented that it feels very different to a traditional local government IT environment — in a good way!).

It’s great to see people interacting across teams and sharing the work they’re doing. And I love how well the presentation space and stand up meeting desks are used. I’m convinced that collaborating in this way is much more effective than any process or governance protocol in making sure that we deliver great results.

We are still looking at ways that we can make sure that we all get the best use out of the space, in particular making sure that it’s easy for everyone to find space to work. Our recent check on desk use showed that while we normally have enough space places, we do still have a large number of desks that are ‘taken’ by coats and other personal stuff but aren’t actually being used by anyone. Please can everyone make sure that they’re following the simple steps that Henry set out following the review last autumn so that we are all able to use our space well: https://docs.google.com/document/d/1WOkJ8koizHOVO7W15peEsGEUvhQUqwHcBRJm-Erh0mA/edit#bookmark=id.nec6j2m9qtww [internal link].

Other highlights from my last few weeks were:

  • We took time to look at our approach to mobile data, including the advice we provide to people who need to tether laptops to use mobile data connections via tablets and smartphones. Linked to this we will be sending out a survey to all users next week to ask for feedback on our thinking re: moving to a ‘bring your own’ model for mobile phones later this year.
  • Cate D and I caught up with the preparations for refresh of Members’ IT equipment. This will help us make sure that all our Councillors continue to be able to do their work for our residents effectively.
  • We had our regular ICT Security Group meeting and I’m pleased to see the progress that’s being made — in particular our plans for developing proactive security threat assessment. This is a really important so that our residents can feel confident in trusting us with their data.
  • Colin has set me up with a test MacBook so that I can try out the work he’s been doing to standardise the way we manage and secure Macs across the teams who use those. It’s looking very positive and will help us to provide a consistent and reliable experience for these users.
  • I had some very useful check ins on the work that’s taking place to develop our ‘How to HackIT’ guides (following the workshop we held last month). We’re getting back together next week and are hoping to have a set of priority guides ready to publish very quickly after that.
  • I was really pleased that we went live with the new guidance for managing information in G Suite. It’s hard to answer all of the questions that our users want to ask in easily digestible guides, but I’ve been very impressed by the team’s focus on listening to users and their ongoing commitment to asking for feedback so that the guides can be improved further.
  • Liz and Daro demonstrated the excellent work to provide dashboards for HR information to colleagues including the Finance Directorate Management Team last week. This was very well received and showed how our work on data and analytics is helping to make information easier to access and support decision making across the Council.
  • Cate M and I took time to plan the work we’ll be doing for our finance review next month so that we use the time effectively and have clear goals for the work. This work is really important to make sure that our budgets are clearly set out and we manage our money well. Linked to this we have also been planning our capital investments for the year ahead. We agreed that it would be useful to give an overview on our finances at a divisional stand up towards the end of May so that everyone has the opportunity to get a good understanding of how our funding is being prioritised to maximise the impact we have for our residents.

Something I’m learning

Hackney is a really collaborative council, and I am continually impressed by how willing colleagues are to work together to think through ways that we can address challenges or maximise opportunities. But that doesn’t mean it isn’t without its challenges. The last couple of weeks have included time trying to think through ways that we can get the alignment right with one of the services we’re working with. Getting the right balance between standing up for points that are important while also being pragmatic where appropriate and emphasising the importance of genuine partnership is tricky. I’m hopeful that we will succeed in finding a ‘win win’ way of working, but I’m also conscious of the need for patience and good listening skills to help us do that.

Weeknote w/c 18 and 25 March *and* 1 April : a bit more time with our users

A new record – three weeknotes in one. Gulp. 😞

Learning about libraries and parks

Over the last couple of weeks I’ve been continuing my visits to learn more about Hackney’s Public Realm services and I’ve had the opportunity to spend some time with the libraries and parks teams.

On Friday 29 March I went to Stoke Newington library. Part of my day was spent with the Community Library Service, including a round of visits in their electric van visiting housebound residents who get a monthly delivery of books, audiobooks, CDs and DVDs brought to their home. It was clear how much those residents value the service and the team have a catalogue of examples showing how they’ve played a part in helping people to live independently. In the afternoon I spent some time in the main library, which was a good opportunity to check in on the progress that’s been made ironing out issues since the recent move to a new library system. We also discussed bigger picture topics such as the impact that easy access to digital media has had on borrowing trends and ways that our work in ICT might be helpful for the service’s future plans.

And last Friday I visited Haggerston Park to spend time with the team based there. This included the opportunity for me to get my step count up by helping to smarten up the borders in Broadway Market Green (I usually manage 10,000 – 12,000 steps a day, but on Friday I got this up to over 24,000!). I found it very interesting to talk with the team and find out more about how they plan and organise their work. It was also interesting to see the many different ways that the Council is working to make sure that Hackney is a great place to live – during my time out and about I saw people from a wide range of different services come by, including housing, waste, street cleaning, enforcement and the Council’s courier service.

I also got to leave a bit of a mark of my visit which will hopefully last for years to come, as we planted a new tree in Haggerston Park. This wasn’t a trivial task as the park is on the site of a former gas works which was destroyed during the war, so the ground has plenty of rubble to dig through. Fortunately I was with experts who had forged their own special poles specifically to break up the ground so it can be dug up for planting.

I was struck by the pride in their work that everyone I met demonstrated. I saw a strong bond between the teams I was working with and the citizens who use their services, and it was great being shown trees that one member of the team had planted as saplings when he first joined the Council over thirty years ago which are now majestic trees bring life to the area. Both teams have published videos on YouTube sharing some of the work they do which are worth taking a few minutes to check out:

LOTI workshop

In previous notes I’ve mentioned the London Office of Technology and Innovation (otherwise known as ‘LOTI’ – https://www.londoncouncils.gov.uk/who-we-are/london-office-technology-and-innovation-loti) which is being set up collaboratively by councils across London, led by Theo Blackwell, London’s Chief Digital Officer. This is now rapidly approaching the official launch and on Tuesday last week I joined peers from other councils for a workshop to check in on the preparations. We used the time to look at the governance arrangements and how we will work together to prioritise the work that LOTI will focus on, and we have follow up workshops in a few weeks’ time to agree those initial priorities.

It was a good session and the priorities for me are making sure that we keep the governance fairly light touch so that LOTI can make quick progress and demonstrate benefits from working together during its first 3 – 6 months. I think that this is important as that will set the tone for subsequent work and I’m conscious of the complexities that come with sharing between organisations (regardless of whether they’re in the public or private sectors) and the need for pace.

Other highlights from my last few weeks were:

  • Meeting up with other organisations who use Google’s cloud services. There were lots of helpful updates and it was useful to have the opportunity for us to compare experiences. A key challenge for us is making sure that we are actively thinking about how we can ensure that we remain flexible in the cloud platforms that we use so that we don’t find ourselves caught in a cloud version of the lock-ins that many businesses are now grappling with for their legacy technologies.
  • We’re nearly there with the updated guidance for managing information in G Suite and Amy and Tom have been making the final tweaks to finish this off (including finding some nice tweaks to the layout that I didn’t think were possible!). This is important because it will give us all a clear reference point for questions that our users are asking us and will make it much easier for our users to feel confident in sharing files with colleagues. The work to develop the guidance has involved extensive user research to make sure that it is easily understandable – a really good example of how understanding user needs can be applied to all areas of our work.
  • We’re now into the financial year-end close down, so lots of people across our team are busy making sure that we complete the work needed to finish the 2018/19 accounts and prepare for 2019/20. Some of this has been more complicated than it ought to be, so for next year we are going to need to make sure that we do some quick work to align our budgets properly and make sure that we’re using the monthly budget monitoring process effectively.
  • A couple of weeks ago colleagues from Devon County Council visited Hackney to share information about the way that they are using systems thinking to find answers to some of the tricky problems that the Council needs to tackle. I found it useful to consider how the approaches they’ve used can sit alongside the agile and design led approaches we are using to help services reimagine their work.
  • Matthew and I took some time to catch up on our digital architecture and the work we are doing to rationalise this. I found this very useful and will be interested to see how well the sketch we drew out stands up to scrutiny by more technically expert colleagues.
  • I also popped over to another London council to meet with one of my peers and their new Cabinet Member with responsibility for customer services and digital. We found a lot in common in our views on how technology and data can improve local public services and it was good to discuss ways that the work on LOTI might help support collaboration to accelerate progress and maximise the benefits from different councils’ work.

Something I’m learning

From time to time I’ve heard it suggested that we shouldn’t expect non-office based workers to be able to use digital tools (eg self-service access to internal support services etc). The time I’ve spent recently with colleagues in libraries and parks has reaffirmed me in my view that I disagree very strongly with that! What I think is at the root of this is that many (maybe most?) software packages that have been developed for business use could learn a lot from consumer technology. And all too often poorly thought through processes are then layered on top of poorly designed technology. The result can be unusable systems.

I once came across the view that a particularly dreadful software package was ‘intuitive once you’ve learned how to use it’, and I fear that this mindset can be all too common. I don’t think that there’s any excuse for the systems we use in our work to be any less easy to use than the software that we use in our personal lives. That’s partly about the software and partly about the processes that run on the software, and we need to challenge our suppliers and ourselves to set a high bar for usability so that ‘users can succeed first time, unaided’.

Weeknote w/c 4 and 11 March: getting out to learn about colleagues’ work

A ‘fortnight note’ to get myself back in step. I’m loving seeing spring arrive, especially the brighter mornings which I find a big improvement after the winter gloom!

A day with the waste team

When I joined Hackney I promised myself that I’d take time to get some first hand experience of our users’ work and reduce my risk of ‘ivory tower syndrome’. I’d planned to do something similar at my previous job but didn’t manage to follow through on that, so I’m resolved to do better at Hackney.

I’ve had really valuable visits to colleagues in Housing and Children’s services, and this spring I’m learning more about the work the Council’s Public Realm teams do. Two Mondays ago I started that with a day visiting our waste teams at Millfields. This covered several teams including the commercial waste service (the Council sells waste collection services to businesses, competing with private sector providers), cleaning on the Council’s estates, dealing with pests, the kennels where stray dogs are looked after and learning from the team who manage the waste collection shifts and requests from the public.

I came back with a list of things to follow up on, some of them smaller issues that our support team have picked up and some of them ideas for opportunities that we can look at together to help the services and explore links with other services in the Council. I can highly recommend taking time to do this and I’m looking forward to taking time with the libraries and parks teams in the next few weeks to learn about their services too.

How to HackIT

Last month I mentioned the work we are doing to create ‘How to HackIT’ – as part of developing an effective but light touch approach to governance and standards across the team (https://bytherye.com/2019/02/18/weeknote-20190218/). On Thursday a group of us from across different HackIT teams got together to look at the approach we’ve proposed, carry out a mini-assessment of some of the guides we’ve produced so far so that we can make sure they’re useful and clear, and agreed some areas that we will prioritise for the next month or two. It was really useful to take this time to reflect and it was a lively and enjoyable session. Our notes from the session are here: https://docs.google.com/document/d/118xLCcfmBHrIc-kS3IptMa2MTs8ZDydM5j5vXpLs5bg/edit?usp=sharing.

Linked to this, I think the single best thing that’s happened over the last two weeks was a note from a colleague in another part of the Council sharing a version of the induction plan that they’ve developed based on the ‘How to HackIT’ guide we developed for welcoming new starters into our team. They wanted to share their version because ‘there may be elements you may want to use to develop the ICT one and more importantly to let you know that your ‘working in the open / sharing’ has prompted us to adapt the way we work!’. I’m thoroughly chuffed about that!!

Other highlights from the last fortnight were:

  • I took some time with Ollie, Sarah and Tom to look at our position statement to make sure that we are providing colleagues with clear information about our plans for moving away from eDocs. It’s complicated because eDocs is used in a number of different ways and the volume of historic data means that a simple ‘lift and shift’ isn’t likely to meet our users’ needs. We’re going to be updating comms to colleagues shortly which will hopefully help to provide clear guidance on what they should expect.
  • Every three months senior managers from across the Council’s services get together for our Senior Managers’ Network meeting. We had one of these the week before last and it was the best that I’ve been to. This sort of cross-organisation meeting can often feel like a corporate broadcast, but this was quite different and included updates from across the Council’s work. We learned about new approaches to safeguarding, strategic Planning policy, work to promote healthy living, the work that Scrutiny do and the supported internships which are helping young people with special educational needs into work. It was a brilliant reminder of the important work that local authorities do and a good opportunity to look for ways that services might link up. Cate and I also used this as an opportunity to ask colleagues to help design the staff engagement we’re planning to get feedback on our thinking for the future mobile telephony service we will provide. I was really chuffed with the quality of response we got and we’re now looking at how we use that to develop our approach to the engagement work.
  • Tapan gave me an interesting overview of the work that he and colleagues in the Data & Insight team are doing to explore ways to publish more open data, including using AWS Lambda to help deliver that. Our hypothesis is that by linking this with our smart search tool for FOIs we can make a meaningful reduction in the number of freedom of information requests that colleagues receive, helping to reduce the significant cost of FOIs to the Council.
  • I joined a visit to a primary school in Dalston where we saw some great work that they’re doing using technology to support teaching and learning.
  • On Friday last week the Mayor and I did a joint presentation to a ‘data and digital masterclass’ for Councillors run by the Local Government Association. This was attended by Councillors from a range of authorities, including unitary boroughs, county councils and district councils and I found it really interesting to hear their experiences of working with data and technology in their authorities and enjoyed sharing our experience at Hackney.
  • We’ve had a challenging week and a half following the go live of the new pan-London Libraries system which Hackney is part of. This has particularly affected the self-service systems for borrowing and returning books, causing some pain for residents and libraries staff, and I’m really grateful for the hard work that has gone into resolving this (there are a few things outstanding but things are much improved now and heading in the right direction). We’ll need to make sure that we work through the causes of these issues and identify lessons that we can learn for future upgrades. From an initial look these are likely to include issues covering the technical set up, testing process and the way that support for externally managed systems like this is organised.
  • In happier news, the work to migrate the Council’s payments system has gone well and this was successfully completed last week. A huge thank you to everyone who helped to make this happen and put in lots of work to make sure that it ran smoothly.

Something I’m learning

We had our quarterly Divisional Management Team away day last week and we began that with a session that Cate ran, inspired by a post shared by Emily Webber (https://emilywebber.co.uk/the-team-manual-a-exercise-to-help-build-empathy-in-teams/). The Delivery team have used this recently but we were a little nervous that it might not work so well with a smaller group. I thought it was great, and it worked very well as a catalyst to a very productive day.

The exercise is designed to build understanding and empathy in teams and I liked how it helped to bring out some of our key motivations and the aspects of work that we enjoy and / or find more difficult. I’ve put my notes below in case it’s of interest (let me know if you can’t read my writing!).

Three of the things that I found thought provoking from this personally were:

  • When I began my career I got a lot of fulfilment from personal successes (for example, achieving strong sales results at the shop I managed) but I realise that what matters most to me now is feeling that I’ve been able to help others succeed.
  • I know that one of my challenges is delegation and resisting my urge to micro-manage. I find this especially difficult when something significant has broken operationally, because I feel a strong sense of personal responsibility (even guilt) for that.
  • I’ve never been very good at knowing clearly what I want to do for my career in the longer term. I used to wonder whether that ought to worry me, but I’ve now decided it shouldn’t and as a result I can enjoy what I’m doing without fretting too much.