I’ve worked at the Government Digital Service three times altogether. My latest role was with the Performance team which helps services measure how they’re doing

The Performance team’s dashboards show cost per transaction, user satisfaction, digital take up and more. It’s part of the digital by default drive to make online services so good users prefer them to anything else.

My title was ‘head of engagement’ and I got stuck in on a lot of jobs. I met service managers across government and helped them take their first steps on to our platform. This was my favourite part – seeing services overcoming challenges to deliver huge benefits to users.

I encouraged our users to talk with us and each other by launching a face to face user forum backed up by a Basecamp community for conversations 24/7. Already this work is bearing fruit.

Back at base, I advocated the use of an off the shelf CRM system called Pipedrive to better track engagements. The team now has a far better understanding of who’s spoken to who and where to focus their efforts.

I also encouraged colleagues to blog about milestones and wrote a few posts myself. My favourite covered the peaks hit by the Register to Vote service, with over 8500 people online at once.

This role concluded my GDS trilogy. It’s been an amazing experience and I hope to work there again in the future.

Project photos