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ThemeHypothesisPeopleEvidence
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Raw data as a needWe believe that providing raw data for user researchers and service designers will result in greater trust and deeper lines of inquiry 24, 6
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Journey maps as an anchorWe believe that ancoring user research to journey maps for teams across the council will provide a shared view of the end user and their experience 22,6
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OwnershipWe believe that removing information boundaries between IT systems for teams who hold customer insights would result in a better understanding and reduce duplication of research efforts 12
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Quali vs Quant We believe that connecting qualitative and quantitative insights would result in better understanding of service users for ICT, Customer Services and Consultation Teams52,3,4,5,6
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Variability in quality We believe that implementing a research quality framework for ICT would result in better data quality and increase trust 47, 2, 4, 5
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Transition from Alpha to Beta and beyond We believe that providing the means for service teams to do consitnuousresearch when services move beyond Alpha wouldresult in continuous service improvements 21, 2
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Systems We believe that showing what research systems are being used and their capabilities at Hackney for ICT would increase usage between teams 52, 3, 7, 5, 1
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AgileWe believe that offering training in agile for departments outside of ICT would increase capability and buy in across teams21,6
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TriageWe believe that allowing teams to raise service issues or propose cases for investment would result in the most important issues being addressed for service teams.33,5,8
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Visability across services We believe that showing activity across workstreams/services for ICT, Customer Services and Consultation teams will result in improved sharing of insights between activities 64, 6, 2, 5, 7, 8
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Trust and ownership We believe that creating relationships between teams will result in research quality and faster delivery 27, 5
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Pre-DiscoveryWe believe that connecting project teams with existing customer insights would result in common questions being answered for project teams and a better ground truth to start from.51,4,5,6,7
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Impact of lack of coordination We believe that improving coordination for ICT and customer service teams will acheve better relationships with end users and more effective services 25, 8
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