Next Steps

It is anticipated that the Discovery and Define stage of all four pillar will conclude in September 2023, which will coincide with PwC contract ending. The work likely to remain ongoing whilst we move to the Discovery phase will be demand capture and concluding review of our response to Human Trafficking and Sex Offender Policing. This will run alongside the work we will be doing in the Develop phase.

It is unrealistic to attach any long-term timeframes beyond this at this stage, however a further timeline will be produced at the commencement of the Develop phase.

It is of note that PPDP timeline for concluding Discovery is aligned with LP-SDR, which will again provide opportunities to collaborate and ensure both programmes of work remain complimentary. Supporting this is the Service Design Hub (SDH) – this is a guiding body within Police Scotland with the core function of supporting and connecting current and potential service design activities. The SDH will be responsible for the ongoing creation and management of core products (e.g. TOM and end to end user journeys). A monthly meeting will be facilitated by the SDH team. The initial focus will be Public Protection, MC&E, and LPSDR work streams but will broaden over time.

The SDH operates at both strategic & operational level and will focus on the human/person centred end to end design of services that align to the overall direction set by PSoS. The SDH will place internal and external users at the centre of all service design activity while ensuring that the design itself adheres to the agreed framework, service design principles and ways of working. All new change, plus any major changes in scope to existing work, will be considered by the SDH to be assured for alignment and focus on the users of PSoS services (internal and public).

Although PPDP is a discovery project, further research and exploration of emerging opportunities will help us prepare for the design phase. The user research has uncovered a range of insights into user needs and the problems the public, partners, and Police Scotland, face in meeting them.

With Service Design: Explore – Build – Test (EBT) we work on problems together with the people they involve, deepening understanding and developing tangible ideas to take forward. Problems for these sessions focus on areas that are:

Frustrating
• We’ve heard about it from users, they’ve told us about it in conversations
• There is an unmet user need or ‘pain point’

Impactful
• It affects key aspects of Local Policing such as time, resources, wellbeing, or development

Doable
• We are aware of stakeholders in that space and what they are doing
• We can invite people to participate