We’ve been working with Hackney Council and MadeTech, collaboratively redesigning their Benefits and Housing Needs. We’re inviting you to follow our work through shared sprint notes as we design a service which is easily understood, fair, accessible and beneficial to Hackney residents. These sprint notes were first published by Hackney. You can follow our process on HackIT, and the other great work happening at Hackney Council.
How many times have you heard the phrase ‘it’s one of those days’?
Unfortunately in this sprint more than once, so much so that it became known as the sprint where things didn’t quite go to plan. Fortunately, the team were able to pull together, focus on the light at the end of the tunnel and still make progress.
SMS tool and document upload
In our previous sprint notes, we talked about how the team's work had “pivoted” to focus on these areas of work.
During the eight weeks that the SMS tool had been available, it was used by 26 staff to contact 340 residents. It’s now scaled up so everybody in the Benefits & Housing Needs Service has access. We look forward to seeing a marked increase in usage over the next sprint.
The document upload tool was designed to help combat the issue of customers no longer being able to drop off documents face-to-face. It was unveiled with a flourish of excitement… but unfortunately, it didn’t work in VMware, which was inconvenient for many officers. The great news is that this has been fixed and testing with officers has begun.