1. Understand the problem and policy intent

We need to understand policy intent and any particular sustainability goals as part of the problem space for a service.

This principle applies before service delivery begins, when a range of interventions, including non-digital, may be under consideration. It is important as decisions may be made up front about the nature and shape of a service, including the technology that will be used to deliver it, and how the service relates to other interventions alongside it. These decisions can be costly to change tack on later in projects, and may in some cases be embedded in primary legislation.

Likley lead roles

Policy, policy design, user research

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Actions

1a. Work with policy to define sustainability goals
1b. Include wider social, economic and environmental factors in your research and mapping.
1c. Choose appropriate interventions to achieve policy intent