JMS Innovation

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A Case Study in Innovation, User Experience & Service Design in Government. The NSW Jury Management System (JMS)

description

The successful implementation of JMS (Jury Management System)

Transcript of JMS Innovation

Page 1: JMS Innovation

A Case Study in Innovation, User Experience & Service Design in Government.

The NSW Jury Management System (JMS)

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Context

Problem “old JRS system”•Ailingandoldtechnology•Needtorespondtolegislation

requirements•Informationishardtofind&

understand•Poorresponsetimes•Frictionandtension

Opportunity “new JMS service”•Needtoimprovetheposture

with NSW public with modern, accessible and responsive services•Consistent&clearmessagesandeasyaccesstoinformation•Enablepublictoengageattimesthatareconvenient(self-serviceopportunity)•Continuouslyimproveservices

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BeforeNoticeofInclusion

“IfyouareonaJuryRoll”

“I never received this”

“What do I do?”

Inconvenient

Excusals

Call-Centre/ Back Office

“Noinformation–pleasecall back tomorrow”

“Send additional information”

Summons

“You are required to attend court”

“Thisisconfusing”

“This is a nuisance”

Attendance

“Your Panel is required”

Wasteoftime–and long waiting periods

“When?”

“Where?”

Empanelment

“Are you able to serve?”

Orientation &

Induction

Confidence/CivicDuty

“Solemnity”

180 000+ProsPective jurors

75 000+jurors

130 000+summoned

32 652+jurors

9 750+jurors

Lifecycle Stages

Touch points

Message

Jurors

Volumes Per Year

Emotion

Summons Stage Excusal & Attendance

P

P

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AfterNoticeofInclusion

“You are on a Jury Roll”

“Great, I can tell you my inconvenient dates”

Inconvenient Dates

Self-Service Online

juror.nsw.gov.au

“Personally I’m more likely to go  online.”

Accessible

Caterfortraditionalandoff-lineprocesses

Summons

“You are required to attend court”

Clearinformation

Consistent message

Attendance

juror.nsw.gov.au

Google Maps

SMS Reminders

Easy to access information

Reduced time

Empanelment

juror.nsw.gov.au

This is an interesting

experience

Confidence/ Civic Duty

“Solemnity”

180 000+ProsPective jurors

tBdjurors

130 000+summoned

tBdjurors

tBdjurors

Summons Stage Excusal & AttendanceMobile-First

Lifecycle Stages

Touch points

Message

Jurors

Volumes Per Year

Emotion

P PP P

PP

PP

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user-centredmodern

service-designmobile-first

UX

accountabilityimprove posture

design

leadership innovationdelivery-focus

continuous improvement

accessibility

quality assuranceopen standards

diversity

agileOn-time

team

collaboration

integrity

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ThebenefitsofincorporatingUX throughout the entire project life-cycle(end-to-end)resultsineffective service delivery:

•Satisfiedusers(bothpublic and staff)•Lowon-goingmaintenance

and support costs•Lowtrainingcosts•Meetingprojectobjectives (on-timeandwithinbudget)•Innovationsareunderstood

and embraced constantly

Embracing user-centreddesign

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Real need to gain an understanding oftheoverallcontextofuse

•GainanunderstandingofStaffandJurors–theirtasks,aspirationsandfrustrations.•Definetherequirementsandmake

appropriate decisions about the correct technology•Thisalsomeansnotbuilding–orbuying–unnecessaryfunctions

DeferringTechnology Decisions

“Time spent in reconnaissance is seldom wasted” –SunTzu

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•Technologyneedstobedemystified•Itisanenablerandautility(like

water or electricity)•AnAgileapproachusingopen-

source constructs enables the design proposition to be met effectively•Satisfiedusers•LowSupportandTrainingcosts

Open-Architecture… scalable, robust and reliable

•Open-sourcetechnology is so pervasive (and cheaper)•Open-sourceenables

agile adaptions and better services•Opensourcebetter

suits the Cloud•Technologyisautility

(like water and lights)

•Proprietarysoftwaresimplydoesnotfitthe business case•Proprietarysoftwarehasa‘lock-in’totheupgrade path•Customisationsare

expensive

/

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•Enablea“Lean”(start-up)teamtobe embedded in the business•Fostercreativitythroughanopen

hierarchy with direct access to the business•Promotecontinuouscollaboration

Team organisation fostersinnovation

Team is collegiate and supportive

Self-organising

Involve the business in product & service roles

Ownership and responsibility

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Project Governance & Accountability–with a rigorous focusonDelivery

JMS Project Methodology

Product Sponsor Monthly Steering Committee

Service Owner FortnightlySprintretrospectives

FortnightlySprintPlanningSessions

Product Owner FortnightlyReviewSession

DailyStand-up

User Experience(Research & Test)

Quality Assurance(Product Quality)

Solution Architecture(Open Technology)

Continuous Improvement & Integration

Business Prioritisation (Product Backlog)

Delivery

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Itismuchmoreeffectivetodesignforthe‘constrained’environmentfirst,ratherthantryingtobolt-onabloateddesignafterwards…

•Caterfortherapiduptakeofsmart-phones and tablet devices•Engagewiththepublicinamanner

that they understand•Ensurethatallfeaturescanbe

executed on mobile•BuildAccessibilityintothedesign•Ensureresponsivedesignand

adaptive content throughout

Designing forMobile-first

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Projects are not deployed into a vacuum. Ensure that the solution is deployed into a context that continuously evolves and improves…

•Servicedesignispartoftheoverallapproach•High-aptitudeindividualswhoget

UX at every level•Solutionneedstobescalableand

robust (Solution Architecture)•Agilehasanecessaryoverheadanddiscipline–thisinvolvesprinciplesofcontinuousimprovement,continuous build, test and deploy •DevelopmentisfeaturedrivenandinformedbytheUX•Alldevelopmentistest-driven•Annotatedwireframesarevalidated

by UX testing•QAisembeddedintheoverall

process

Continuous Improvement

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180 000+nois

Better placed to handle the high volumes

170 000summons/

End to End Service Design

self-service PuBlic interface

ivr automated Phone service

exPressjury assemBly room check-in

cloudenaBled

sms reminder service

Downing  Centre   Parrama%a    

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Previous•Paperbasedprocessing•Inefficientqueues&friction•AllJurorscards“pre-printed”and“pre-sorted”

New JMS service •Instantcheck-in•Jurorcardsprintedonthespot•Fasterjurorprocessing•Supportforpaperbasedprocessing–ifrequired

Service Design & Delivery

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DowningCentre– Jury Assembly Room

•Improvedpanelprocessing–reducedfriction•Onthespotcheck-inandexcusal

determination •Improvedserviceandreduced

double handling •Automationandreductionofpaper

processing

JRS “Old System” New JMS system

Juror Processing time

3hrs 30minaverage Processing time

weekcommencing31/3/2014

weekcommencing7/4/2014

47minmon

47minmon

45mintues

36mintues

43minwed

37minwed

35minthurs

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Lismore

DubboNew South Wales

OrangeParamatta

CampbelltownGriffith

Wagga Wagga

Albury

Nowra

Newcastle

Downing Centre

King StreetDarlinghurst

•Newservicewillberolledoutto31court locations across NSW•UXResearch&testingwas

conducted at highlighted locations

UX Coverage

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JMS Compliance with WCAG Guidelines

The Web Content Accessibility Guidelines(WCAG)Version2.0havebeenmandatedforallFederalandNSW Government agencies and departments.

LevelAACompliance Dec2014

JMS is currently compliant toLevelAA

LevelACompliance Dec2012

WCAG2.0Published Dec2008

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JMS Public Interface•Ease-of-use,‘ATM-like’•Extensiveusertestinginvolving

regional and rural settings•AccessibilityTestingtoensureWCAGLevelAA

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Thankyouforyourtime