A great view of how service design in the public sector can and should be. Sitting and designing next to the front line, engaging with citizens by sitting with them when they engage, and linking up with Citizens Advice. The iterative use of emergent design, and rapid and frequent releases. This is what should have occurred with UC from the start, and is a good example for those in SD in the public sector.
What does remain to be resolved, is the deepening of service design with UC, to understand with people who do not engage with Digital. Those who distrust social institutions, and those who are simply struggling in their lives. In these cases Digital is not a helpful platform, what is needed is direct human interaction, to understand the whole problem that a person or family is experiencing. UC is still a trigger for suicides and it is still perhaps the greatest cause of rent arrears in social housing. The understanding of complexity and the ability to also design services where Digital is not the preferred method is vital.