Ownership The core reason why programmes, projects and businesses fail is ownership. It’s unclear who owns delivery, the original “owner” left after 18 months, the “owner” has no control over staffing or budgets… So who owns a cross cutting programme in government? There is little point proposing new ways of delivering services if you haveContinue reading “Five quick things for the digital future”
Tag Archives: Service design
The Mystery of Bupa
I tried to contact @Bupa a week ago with a very simple question – “If an NHS hospital does not have a spare bed available is it possible to use BUPA to get a private one?” I have never experienced such a complete service failure in my life. I can only describe @bupa in metaphor.Continue reading “The Mystery of Bupa”
Hospital Tips
So, I am back after a week in hospital. My first ever hospital stay. I’ve been an outpatient and had day surgery as a child but this was the first time I had ever been in hospital for longer than a day. And it was a deeply confusing experience. So some tips and reflections. IContinue reading “Hospital Tips”
Mark O'Neill 