Digital delivery unpackaged - HMRC digital

Jan 28, 2016 - and using agile tools and meeting styles, such as sprint planning, and .... maintain automated testing and deploy to development and ...... Performance metrics – provide the insights needed to deliver excellent digital services.
4MB Sizes 31 Downloads 266 Views
Digital delivery unpackaged A practical guide to establishing a digital delivery capability 28 January 2016

Page 1 of 89

Contents i. ii.

FOREWORD ACKNOWLEDGEMENTS

1.

EXECUTIVE SUMMARY 1.1 1.2 1.3 1.4

2. 3.

INTRODUCTION THE VALUE OF DIGITAL DELIVERY 3.1 3.2 3.3 3.4

4.

Continuous improvement User experience Integration between digital and traditional delivery methods Supplier management Scaled platform vs. service model Live support model Open source technology Security of digital services

MANAGING MULTIPLE DIGITAL DELIVERY CENTRES 6.1 6.2 6.3 6.4 6.5 6.6

7. 8.

Leadership Culture Operating model functions Process Governance Metrics Staffing a digital delivery centre People and capability development Interfaces Tools DevOps Physical location Communications Work Prioritisation

OPERATING AND CONTINUALLY IMPROVING A DIGITAL DELIVERY CENTRE 5.1 5.2 5.3 5.4 5.5 5.6 5.7 5.8

6.

The UK Government digital agenda The digital delivery vision and culture Agile delivery Digital delivery progress in HMRC

MOBILISING A DIGITAL DELIVERY CENTRE 4.1 4.2 4.3 4.4 4.5 4.6 4.7 4.8 4.9 4.10 4.11 4.12 4.13 4.14

5.

The digital delivery vision Principles for successful digital delivery The evolution of digital delivery Conclusion

Communications Centralised Continuous improvement Function DevOps Work Prioritisation Governance International Expansion of Digital Delivery Centres

CONCLUSION GLOSSARY

Page 2 of 89

i.

FOREWORD

Foreword by Mark Dearnley Since the first dotcom revolution in the late ‘90s the challenge for most organisations has been to deliver amazing digital services that integrate with, and transform, existing business processes and systems. Doing this at scale, with pace, over multiple geographies, and in an environment where products are continually changing just adds to the complexity. Technology that hardly existed five years ago is now making it much easier and cheaper to deliver digital solutions. But this is only part of the answer. People are the key to delivering all transformation. How they work, what skills and experience they have, and the environment in which they operate makes the difference between delivering interesting pieces of technology, and the amazing digital services we all love to use. Government is no exception. The Government Digital Strategy, published in 2013, set out challenging plans for the redesign of government services. HM Revenue and Customs (HMRC) has over 800 years of legacy processes and systems. It is responsible for over 70% of all government transactions. We have an ambitious vision to make tax digital with probably the biggest programme of transformation in the Department’s history. Our journey over the last two years has been significant. We now have 450 digital specialists working in five state-of-the-art digital delivery centres across the UK and a healthy pipeline of digital talent, helped by award-winning graduate and apprentice schemes. In the last year alone we’ve brought to life 17 new digital services, and in 2016 we will complete the rollout of digital tax accounts to five million UK businesses and 50 million individuals. The purpose of this manual - or ‘the book’ as we’ve come to refer to it - is to share what we’ve learned so far about setting up a digital delivery capability. When we started our journey under three years ago this document would have been immensely helpful to us. So we hope it helps you. Our digital journey in HMRC is far from over. There’s lots still to achieve and some big challenges to overcome, particularly given the size and scale at which we operate, but we have a growing confidence and belief in our ability born out of the journey we’ve been on. We are always open to new ideas and improvements on the way we do things, so please give us feedback so this ‘book