MoJ Register of public-facing services

Case study

Ministry of Justice Digital & Technology set out to list all of the many transactional and information-based services that the Ministry of Justice provides to the public. The intention was to gain a proper overview of everything the department offered to the general public.

We listed all the services in their relevant organisations and then categorised them into four main groups:

  • whether the service is digital by default
  • not digital by default
  • is an information service
  • or is a paper-based service

The idea was to fully understand the scope of the citizen-facing services the Ministry of Justice provides and to support how we prioritise the things we work on and make sure our central strategy is aligned with developing products and services that better serve the general public.

The idea was to help the department to look across the services it provides and not to look at products in isolation. The hope was then that over time to provide a useful means of how the department audits the progress of what still needs to be done in terms of transforming the services that the department provides and gaining a better understanding of end-to-end services across policy areas and different departments. It is called the Register of Public-Facing Services.

The data provides an example of the challenges facing government departments looking to prioritise and transform the digitisation of long tails of information and paper-based services in the complexity of a fast moving political and economic landscape.

Even with a large backlog of paper-based services that need to be transformed into digital services, digital transformation must always balance proper service design, the understanding of qualitative and quantitative user data and departmental policy and business prioritisation, with digitising services at scale and at pace.