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Nordic eGovernment Conference 201 - Christian Bason

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People first: Innovating e-government

People first: Innovating e-government

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  • 1. People first: Innovating e-governmentChristian Bason, MindLab (Denmark)
  • 2. MindLab:Co-creating totackle ”wickedproblems”.
  • 3. “We haven’t got themoney, so we’ve gotto think!” Ernest Rutherford
  • 4. Value of public sector innovation Productivity Service Outcomesexperience Democracy
  • 5. Co-creation:The innovation of valuablenew solutions withcitizens, not for them.
  • 6. Involving citizens ininnovation is about findingideas that have a betterchance of working for them.
  • 7. Professional empathy +Rehearsing the future
  • 8. ”’Employer-funded capital pension’. I don’teven know what that means. And if I don’tknow what that means, how can I beconfident that I know what any of the otherstuff means? I am already worried.” Dennis, 21 User of online tax site
  • 9. From digitally incompetent to digitally self-reliant
  • 10. ”I knew that the activity in my company would bechanged within a very short period of time, so Iwanted to change my company code. I was awarethat I would call it crowdfunding, but I did notknow what this would be in company code terms.What I do is some type of financial transactionservice, but I really could not find it.” Owner of online shops User of company registration site
  • 11. From confusion to clarity whenregistering a new business
  • 12. Four principles forcitizen-centred digital design#1The purpose must be clearly communicated#2 complexity,The system has to handle the complexity, not the user#3 people’The solution should start with people’s own context#4The involved authorities need to collaborate
  • 13. “Everyone designs who devises coursesof action aimed at changing existingsituations into preferred ones.” Herbert Simon (1969)
  • 14. Design as innovation driverChallengingRe-imagining problems and opportunitiesHumanUnderstanding drivers of behaviour and changeExperimentalPrototyping as a vehicle for learningConcreteVisualising to enable cross-cutting dialogues
  • 15. The redesign challengeChanging interactions at three levelsCitizenOrganisationSystem
  • 16. The leadership challenge“My staff don’t question the newinsights we gained from involvingcitizens. But they question theconsequences for our organization”. Head of Division Danish central government agency
  • 17. Policy Press 2010
  • 18. mind-lab.dk/enchristianbason