Paper

Service Design

We specialise in service design for public sector organisations, integrating UX design, interaction design, and service design to iterate, redesign, and improve digital services. We support digital transformation by making services more efficient, accessible, and tailored to people's needs through inclusive, agile practices, ensuring they deliver real value to users.

Features

• End-to-end service design for public sector organisations
• Co-design workshops tailored to redesign and iterate services
• Digital transformation support with a focus on service design
• Interaction design to simplify complex public services
• User experience (UX) design for effective service delivery
• Redesign outdated/legacy processes to align with modern digital needs
• Capability-building programs and Service Design training
• Agile iteration of services based on user research
• Government service standards compliant and GDS standards/assessment
• Data-driven approach to inform service design decisions

Benefits

• Improved service delivery through inclusive service design
• Increased team capability in service design and interaction design
• Cost reduction by redesigning inefficient service processes
• Enhanced user experience through redesigned user journeys
• Services iterated to align with real user needs
• Better outcomes from public sector digital transformation
• Simplified service touchpoints with user-centred interaction design
• Increased citizen satisfaction from efficient service delivery
• Support for continuous improvement in service design capability
• Faster adoption of digital pathways through agile, iterative design

£600 to £1,200 a unit a day

• Education pricing available

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at team@paper.studio. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

255188013607572

Contact

Paper's DOS Team
0114 483 0114
team@paper.studio

Service scope

• Software add-on or extension: No
• Cloud deployment model: Community cloud
• Service constraints: N/a
• System requirements: None

User support

• Email or online ticketing support: No
• Phone support: No
• Web chat support: No
• Onsite support: No
• Support levels: We support clients through our service design project work.
• Support available to third parties: No

Onboarding and offboarding

• Getting started: We'll have a conversation to begin with.
• Service documentation: No
• End-of-contract data extraction: N/a
• End-of-contract process: T&M costs, no additional costs, we'll agree tasks up front.

Using the service

• Web browser interface: No
• Application to install: No
• Designed for use on mobile devices: No
• Service interface: No
• User support accessibility: WCAG 2.1 AAA
• API: No
• Customisation available: No

Scaling

• Independence of resources: N/a

Analytics

• Service usage metrics: Yes
• Metrics types: Metrics is a huge part of our service design process. We'll work together to understand the best approach for measuring the product or service we work on together.
• Reporting types:
  • Regular reports
  • Reports on request

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: Up to Security Clearance (SC)

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations: United Kingdom
• User control over data storage and processing locations: Yes
• Datacentre security standards: Supplier-defined controls
• Penetration testing frequency: Less than once a year
• Penetration testing approach: ‘IT Health Check’ performed by a Tigerscheme qualified provider or a CREST-approved service provider
• Protecting data at rest: Other
• Other data at rest protection approach: N/a
• Data sanitisation process: No
• Equipment disposal approach: A third-party destruction service

Data importing and exporting

• Data export approach: N/a
• Data export formats: Other
• Other data export formats: N/a
• Data import formats: Other
• Other data import formats: N/a

Data-in-transit protection

• Data protection between buyer and supplier networks: Other
• Other protection between networks: N/a
• Data protection within supplier network: Other
• Other protection within supplier network: N/a

Availability and resilience

• Guaranteed availability: We'll agree all SLAs and metrics up front, it changes from client to client.
• Approach to resilience: N/a
• Outage reporting: N/a

Identity and authentication

• User authentication needed: No
• Access restrictions in management interfaces and support channels: N/a
• Access restriction testing frequency: Less than once a year
• Management access authentication: 2-factor authentication

Audit information for users

• Access to user activity audit information: No audit information available
• Access to supplier activity audit information: No audit information available
• How long system logs are stored for: User-defined

Standards and certifications

• ISO/IEC 27001 certification: No
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: Yes
• Other security certifications: No

Security governance

• Named board-level person responsible for service security: No
• Security governance certified: Yes
• Security governance standards: Other
• Other security governance standards: Cyber Essentials
• Information security policies and processes: Cyber Essentials and Information Security

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: N/a
• Vulnerability management type: Undisclosed
• Vulnerability management approach: N/a
• Protective monitoring type: Undisclosed
• Protective monitoring approach: N/a
• Incident management type: Undisclosed
• Incident management approach: N/a

Secure development

• Approach to secure software development best practice: Supplier-defined process

Public sector networks

• Connection to public sector networks: No

Social Value

• Social Value:

  Social Value

  • Fighting climate change
  • Tackling economic inequality
  • Equal opportunity
  • Wellbeing

  Fighting climate change

  Service design will be critical to helping the climate emergency, with the rise of Greener Services.

  Tackling economic inequality

  We are looking at ways to make services fair for everyone to use and make sure we're working with people with disabilities and conditions.

  Equal opportunity

  We are looking at ways to make services fair for everyone to use and make sure we're working with people with disabilities and conditions.

  Wellbeing

  We are looking at ways to make services fair for everyone to use and make sure we're working with people with disabilities and conditions.

Pricing

• Price: £600 to £1,200 a unit a day
• Discount for educational organisations: Yes
• Free trial available: No

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at team@paper.studio. Tell them what format you need. It will help if you say what assistive technology you use.