On October 23rd, 2014, we updated our
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“We haven’t got themoney, so we’ve gotto think!” Ernest Rutherford
Value of public sector innovation Productivity Service Outcomesexperience Democracy
Co-creation:The innovation of valuablenew solutions withcitizens, not for them.
Involving citizens ininnovation is about findingideas that have a betterchance of working for them.
Professional empathy +Rehearsing the future
”’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
From digitally incompetent to digitally self-reliant
”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
From confusion to clarity whenregistering a new business
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
“Everyone designs who devises coursesof action aimed at changing existingsituations into preferred ones.” Herbert Simon (1969)
Design as innovation driverChallengingRe-imagining problems and opportunitiesHumanUnderstanding drivers of behaviour and changeExperimentalPrototyping as a vehicle for learningConcreteVisualising to enable cross-cutting dialogues
The redesign challengeChanging interactions at three levelsCitizenOrganisationSystem
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