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

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 Presentation Transcript

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