On 5th August 2021, Tim Paul (head of interaction design at the UK Government Digital Service) posted a thought for the day on Twitter with this diagram:
The diagram resonated with a lot of people, including me, so Tim agreed that I could host it here so that we can find it for the many future presentations that will surely feature it.
To save you having to dig around for the alt-text, it reads:
A diagram illustrating how an organisation’s forms are just the tips of a much larger structure, ‘The service’ – most of which is buried inside the organisation itself.
If you use it, please credit Tim Paul.