Service design at the Department of Health

A 90 minute Case Study by:

Nayeema Chowdhury

Department of Health

Dan Sheldon

Department of Health

About this Case Study

User needs:

As a health professional interested in service design...
I want to learn about how the Department of Health is approaching service design
So I can take this back to my own organisation.

As a service designer looking to work in health...
I want to learn about how the Department of Health is using service design across its remit
So that I can see where I may be able to benefit from shared learning/bid for work/improve my specialism.

As a health body / organisation...
We want to learn about how the Department of Heath is using service design across its remit
So that we can see examples of how public sector bodies are doing things in a different way.

In this case study you'll hear about practical ways the Digital Technology and Strategy team has introduced service design techniques into a policy-making department of state. This includes setting the vision for the NHS.UK alpha programme, assuring millions of pounds of digital spend and actually delivering products and services to end users. We'll cover how we work with other teams and partners, prioritise our efforts and get people to think differently about traditional problems.

We'll start by talking about the role of the Department of Health (DH) and the landscape of health in general (DH as a department of state, not a delivery body - it's very much a policy department). We'll explain the structure and role of our team and our 3 main areas of work (strategy, assurance and delivery).

We'll also talk about practical examples:

  • setting the vision for NHS.UK
  • setting up new ways of working
  • working on death certificates

We'll talk about what we did, the challenges we faced and the outcomes that were achieved.

About the Speakers

Nayeema Chowdhury

Nayeema is Head of Digital Service Transformation at the Department of Health (DH), where she leads a multi-disciplinary service delivery team to provide support and expertise to projects in DH and its arms-length bodies. This has included building and leading the development team for NHS.UK Alpha, a cross-organisation project developing the vision for NHS.UK.

Nayeema has previously worked for the Government Digital Service as a product manager and at the BBC as an interactive editor for radio streaming and podcast services.

Dan Sheldon

Dan Sheldon is the Digital Strategy Lead for the Department of Health, where he helped to set up the NHS.UK team to transform one of the world's leading digital healthcare services. He was previously senior advisor to the UK Government Chief Technology Officer at the Government Digital Service.

Dan was an expert reviewer for the Government of Ontario's enquiry into the province's digital healthcare strategy. He is also the author of The Government IT Self-Harm Playbook and co-founder of UKHealthCamp.