Make sure the right people know what’s happening with the service, at the right level of detail (including, for example, the minister or chief executive).

Why it’s important

It’s important that decisions are understood by those responsible for the service - and that they accept any risks identified by the service team before it goes live.

Senior responsible staff need to know how long the project will last, be kept up-to-date with progress and make key decisions when needed.

How you do it

  • Include the right people as the service develops
    Making sure user needs and ways of working are understood and supported
  • Be open and transparent
    Communicate what you know about user needs, policy and technology constraints and any risks with the service