London Borough of Hackney
Hackney Welcome Service
The London Borough of Hackney is London’s 19th largest borough: a dynamic, truly global and diverse community with a population of over 274,000. Having experienced rapid economic growth over the last decade, the population has expanded rapidly as more and more people choose to make their home in this vibrant corner of north-east London.
As a Council they need to, not only keep up with this change, but be several steps ahead of it, making sure that they not only make the changes they need to meet the new pressures it brings, but also that they seize every single opportunity that comes their way to create jobs and opportunities for residents.
Today, Hackney does not have a service welcoming new residents to the borough. New residents are unlikely to be aware of the range of services the Council offers and where to get council and area information which could be of use to them. Hackney wanted to know how technology, data and a design-led approach could make them better at welcoming new residents.
Over 70,000 people are believed to move into Hackney every five years, and on moving into the borough, services that may be triggered include registering for council tax, getting a parking permit, finding out about household waste collection times, registering to vote, or applying for a school place.
60% of resident testers supportive.
Confirmation of user needs.
Will be used by 10-20,000 people each year.
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Rainmaker kicked-off by running a three-month discovery exercise to help clarify the Council’s vision and translate it into a delivery model, validated by user research, that leveraged market opportunities, as well as accommodating the risks involved.
In week one, we completed an audit of existing Discovery work. We agreed governance, confirmed working practices, built out a skeleton of the final deliverables and baselined a plan to make it happen.