Reinventing Government

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How Citizen Experience Can Transform Public Sector Service Delivery and Policymaking through the Power of Design.

TEDxPennQuarter talk Oct. 18, 2011 in Washington, DC

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Reinventing Government

  1. 1. REINVENTING GOVERNMENTJess McMullin | The Centre for Citizen Experience | @jessmcmullincitizenexperience.com
  2. 2. WHY I’M HERE TODAY
  3. 3. THE STATE OF GOVERNMENT TODAYhttp://www.flickr.com/photos/vgm8383/2034624215
  4. 4. UNFORTUNATELY, IT’S GOING TOGET EVEN HARDER.
  5. 5. Rising Retirement = Smaller WorkforceTHE DEMOGRAPHICPARADOX THAT WILL HOW DO WE CLOSEDEFINE THE NEXT THIS SERVICE GAP?DECADES.Aging Population = More Demand For Services
  6. 6. WE HAVE NO ALTERNATIVE BUT TO REINVENThttp://www.flickr.com/photos/whalt/175352360
  7. 7. HOW?
  8. 8. ONE PIECE OF THE PUZZLE
  9. 9. CUSTOMER EXPERIENCE TRANSFORMATIONhttp://www.flickr.com/photos/mr_t_in_dc/2415124094
  10. 10. CITIZENEXPERIENCE
  11. 11. SO, WHAT ISCITIZENEXPERIENCE?
  12. 12. THE CITIZEN EXPERIENCE BELL CURVE
  13. 13. POLITICS & VOTINGhttp://www.flickr.com/photos/financialaidpodcast/3002765922
  14. 14. COMMUNITY & CIVIC INVOLVEMENThttp://www.flickr.com/photos/jypsygen/2367693922
  15. 15. PROGRAMS & SERVICEShttp://www.flickr.com/photos/nj_dodge/68549080
  16. 16. FAILURE DRIVEN DEMANDhttp://www.flickr.com/photos/cloneofsnake/2825436246
  17. 17. CIVIC ACTIONhttp://www.flickr.com/photos/brecav/6182719980
  18. 18. PONDER ON YOUR OWNCITIZEN EXPERIENCEFOR A MOMENT…
  19. 19. WHERE IS YOUR ‘I THE DMV?’ T-SHIRT?http://www.flickr.com/photos/omaromar/4961643547
  20. 20. SO HOW DO WE CHANGETHE CITIZEN EXPERIENCE?
  21. 21. CUSTOMEREXPERIENCEDESIGN
  22. 22. CITIZENEXPERIENCEDESIGN
  23. 23. WHAT IS DESIGN?
  24. 24. FRAMING-REDEFINING THE PROBLEM
  25. 25. CITIZEN EXPERIENCE DESIGNIMPROVES BOTH SERVICE DELIVERY & POLICYMAKINGUSING STYLE, FORM & FUNCTION, PROBLEM SOLVING &FRAMING.
  26. 26. REDUCE FAILURE DEMAND + INCREASE VALUEhttp://www.flickr.com/photos/cloneofsnake/2825436246
  27. 27. SO HOW CAN DESIGN DO THAT FOR US?WHAT IS THE POWER OF DESIGN?
  28. 28. MAKE THE RIGHT DECISIONS FASTERhttp://www.flickr.com/photos/zawtowers/3757810372
  29. 29. CONFIDENCE IN THE FACE OF UNCERTAINTYhttp://www.flickr.com/photos/athoshun/5153870261
  30. 30. UNDERSTANDING DECISION MAKINGhttp://www.flickr.com/photos/piper/22584430
  31. 31. SIMULATIONS USING OUR OWN REALITY MAPhttp://www.flickr.com/photos/vitroids/2647573395
  32. 32. BUT EVERYONE HAS A DIFFERENT MAPhttp://www.flickr.com/photos/gadl/456185679
  33. 33. COMMON MAPS MAKE COMMON GROUNDhttp://www.flickr.com/photos/chrisjl/5623346982
  34. 34. CITIZEN EXPERIENCE DESIGNCREATES COMMON GROUND FORGROUP DECISIONS, THE DECISIONSWE NEED TO MAKE TOGETHERTO REINVENT GOVERNMENT.
  35. 35. YOU CAN TAP INTO THEPOWER OF DESIGN,YOURSELF.
  36. 36. AND SO CANTHE PUBLIC SECTOR.
  37. 37. TODAY I’M GOING TO SHOWYOU SIX SIMPLE WAYS OFWORKING THAT UNLOCK THEPOWER OF DESIGN.
  38. 38. MORE THAN NEW WAYS OFWORKING, THESE ARENEW WAYS OF THINKING…
  39. 39. DESIGN THINKING (CULTIVATINGA DESIGN MINDSET AND DESIGNLOGIC) COMES FROM ONGOINGDESIGN PRACTICE.
  40. 40. THE POWER OF POSSIBILITYhttp://www.flickr.com/photos/jurvetson/2542450115
  41. 41. THE POWER OF REAL WORLD OBSERVATIONhttp://www.flickr.com/photos/artcriminal/3669455518
  42. 42. THE POWER OF SEEING SYSTEMShttp://www.flickr.com/photos/ethanhein/2272885283
  43. 43. THE POWER OF VISUALIZING & MAKINGhttp://citizenexperience.com
  44. 44. THE POWER OF ITERATIONhttp://www.flickr.com/photos/robinkearney
  45. 45. THE POWER OF CODESIGNhttp://www.flickr.com/photos/edublogger/5663869738
  46. 46. ONE BONUS SUPERPOWER:MAKE MEANING FOR PEOPLEhttp://www.flickr.com/photos/eileendelhi/144335765
  47. 47. THREE STORIES
  48. 48. BC PUBLIC SERVICE “DRAGON’S DEN”Photos courtesy Ministry of Labour, Citizens’ Services and Open Government
  49. 49. http://www.flickr.com/photos/xeeliz/5560086459
  50. 50. CITY OF VANCOUVER TRANSPORTATION 2040Photos & drawings courtesy Transportation Planning, City of Vancouver
  51. 51. BEYOND THE EVENING OPENHOUSE
  52. 52. GO WHERE PEOPLE ARESession with Stanley King, Co-Design Group
  53. 53. DESIGNING TOGETHER
  54. 54. DON IVESON & THE CITY OF EDMONTONVideo courtesy Councilor Don Iveson and the City of Edmonton
  55. 55. MEET COUNCILOR IVESON
  56. 56. ONE MORE STORY
  57. 57. THE STORY OFCITIZENEXPERIENCE
  58. 58. CITIZEN EXPERIENCE IS A FOCUShttp://www.flickr.com/photos/wwworks/4073469817
  59. 59. CITIZEN EXPERIENCE IS A BRIDGEhttp://www.flickr.com/photos/gilderic/5774989553
  60. 60. CITIZEN EXPERIENCE IS A COMPASShttp://www.flickr.com/photos/kahunna/421255212
  61. 61. YOU CAN HELP
  62. 62. IN YOUR COMMUNITYhttp://www.flickr.com/photos/ennuiislife/4061620293
  63. 63. WITH YOUR GOVERNMENThttp://www.flickr.com/photos/jypsygen/2367693922
  64. 64. IN EVERYDAY CONVERSATIONhttp://www.flickr.com/photos/chrisjl/3847317985
  65. 65. PUT DESIGN TO WORKhttp://citizenexperience.com
  66. 66. MAKE THE RIGHT DECISIONS FASTERhttp://www.flickr.com/photos/st-stev/790464904
  67. 67. FIND CONFIDENCE TO FACE UNCERTAINTYhttp://www.flickr.com/photos/davedehetre/5857947661
  68. 68. HELP REINVENT GOVERNMENT, YOURSELFhttp://www.flickr.com/photos/althouse/269601063
  69. 69. CITIZEN EXPERIENCE CAN HELPhttp://www.flickr.com/photos/libertinus/3501511323
  70. 70. THANK YOU.
  71. 71. Many thanks to the following great folks whohelped make this talk better.»  Councilor Don Iveson, his staff & the City of Edmonton»  City of Vancouver, Transportation Planning»  Government of British Columbia, Ministry of Labour, Citizens’ Services and Open Government, Citizen Engagement Branch.»  Heather McMullin, Harry Max, Victor Lombardi, Ashley Casovan and Kes Sampanthar»  All the great Flickr users who shared Creative Commons photos!ACKNOWLEDGEMENTS
  72. 72. Keep in Touch!Jess McMullinThe Centre for Citizen Experiencehttp://citizenexperience.comjess AT ctzn DOT cahttp://twitter.com/jessmcmullin

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