The Westminster Tradition Rescuing a bin fire: Test and Learn and Universal Credit (Part 2)
Jun 23, 2025
The podcast dives into the journey of transforming Universal Credit from failure to success. It discusses the importance of a user-centered approach in reform, highlighting generational differences in adapting to changes. Listeners will find insights on navigating welfare reform during austerity and the swift actions taken during the COVID-19 pandemic. There's also a focus on redefining success in societal reforms and embracing a test and learn framework, particularly with the potential of younger generations to lead impactful change.
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2013 Reset and Twin-Track Approach
- The Universal Credit program experienced a 'Reset' in 2013, signifying serious failure and new leadership without sacking staff due to unfortunate circumstances.
- They adopted a twin-track approach: maintaining a basic $400 million ICT system "live service" and simultaneously restarting the tech build with agile methods.
Early User Testing is Key
- Traditional big reforms often follow a flawed sequence: idea, program, procurement, then user testing after spending.
- Early and sustained end-user engagement is critical but often underused until late stages.
Use Test and Learn Methods
- Adopt a 'test and learn' approach with multi-disciplinary teams combining policy, operations and digital.
- Engage ministers early with frequent show-and-tells to align policy decisions to ground realities.
