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Presentation slidedeck: Service design at Medway click here

In this interactive virtual session, Vicky Bichard, Lead Service Designer at Medway Council, described the ten-year evolution of their service design team from a large digital transformation unit into a streamlined, data-driven department.

The council transitioned from basic channel shifting to a sophisticated approach using the “five Ps“—people, places, props, processes, and partners—to break down organisational silos and improve resident journeys.

Faced with urgent COVID-19 demands and the need to migrate legacy systems, the team utilised low-code tools like the Jadu suite to build reusable service patterns and efficient digital workflows.

By implementing design principles and collaborative workshops, they successfully automated dozens of processes, achieving significant annual savings while enhancing accessibility.

Complementing this, technology provider Jadu explained how their no-code platform and AI search tools empower non-technical staff to deliver user-centred public services.

Together supplier and local gov customer demonstrated how strategic design and modern technology can transform local government efficiency and improve the overall customer experience.