Citizen Innovation Co Creating Social Resources, Smart Government Conf 2011


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Engaging citizen early input in policy and legislation development, service design and delivery

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Citizen Innovation Co Creating Social Resources, Smart Government Conf 2011

  1. 1. Slide 1 Smart Government New Zealand 2011Beyond dialogue to co-creationCollaboration for service delivery, legislation and policy developmentLeverage the participation of stakeholders in the interest of co-creating social resources?Lessons learned – successes and failures.
  2. 2. Slide 2 Participation 1.0 Participation 2.0 Information Consultation Participation Source: adapted from OECD (2001) Guide to Online Participation, http://participation.e.govt.nzColleague, Dr Joanne Caddy from OECD, developed this model to describe the threeelements of public engagement in a Web 1.0 and a Web 2.0 environment:Describe participation 1.0Information: email alerts, websitesConsultation: online forms, consultationParticipation: discussion forums, shared workspacesParticipation 2.0Information : RSS feeds, tag clouds, webcastsConsultation: blogs, online polls, online surveysParticipation: e-petitions, mashups, wikis, virtual worlds
  3. 3. Slide 3 > Feedback/consultation Engage at the beginning Get involvedDon Lenihan, Vice president Engagement, Public Policy Forum CanadaLynelle Briggs CEO of Medicine AustraliaFrom Co-Design Toward a New Service Vision for Australia•Co creation (co-design/co-production) is more than asking for feedback or undertakingconsultation and satisfaction surveys•Engage individuals or groups from the beginning to the end of the process•Get involved in the designThis is not a new concept. UK Design Council I visited in 2006; also pushed that concepthere at NZ State services. Applied in practice with an all-of-govt programme – multi-discipline approach.Gradual changesIt’s quite possible to spend a very little amount of money and still get very big returns and Ithink that we should at this time be focusing on those sorts of characteristics. JamesGardner, CTO at Dept for Work and Pensions UK in Feature: Driving Innovation Civil ServiceLive network.”Small, incremental innovation – numbers add up to big transformational change.Political will – more with less.
  4. 4. Slide 4The Co-Design article referred to the new information technologies in its critical role toreshape the thinking and practice around delivering government services.Consider the communication tools that we have used over timeStagecoach – between villages and towns to deliver supplies and lettersTelephone – conversation between two peopleSatellite - global communicationsSocial networking tools – no longer reliant on Web masters; can now create our own contentand share.Christchurch earthquake – used mobile phone to take footage that news then relied on;went onto Facebook to get update news to correspond with other news coverage
  5. 5. Slide 5 SafeAs road safety Police Act engagementSome early examplesSafeAs - road safety campaign -ForumParticipants responseDeliverablesPolicy Act engagementInnovative approaches to get public views on a new ActCommunity told us – we want practical examples.Examples are usually below the radar. Search in your own communities. Speak to thefrontline.
  6. 6. Slide 6  Transparency  Right questions  Trust  Interaction  PrinciplesConditions that are still valid todayReference David Hume’s early work on feedback.Building trustBe transparent about how information from engagement will be usedMoving from engagement to decision making – everyone as much as possible should beworking from the same basis of information.Frame the issue so people can come to grips with the core elements quickly.Create the right questions – very difficult but critical process. Questions need to be tested inthe context where they are going to be asked.Trust takes time to build – with bad experiences, people likely to be cynical. Once able to airconcerns and they begin to see behaviour that reassures, they become constructive.SafeAs allowed comments to go up without being viewed by a moderator first. Suggestedthe posts would not be censored by public servants.Interaction between people matters most, not interaction between people and theirmachines. This means technology is secondary to the principles of engagement.Core principles that last:Clarity – be clearRespect: show respect for contributions, perspectives, values and prerogativesConfidence and commitment: building confidence as a basis for commitment.Creativity: new tools mean new approaches.Inclusion – go to where people areAccountability – everyone is accountableAchievement – make a difference: strive for, building on and celebrate achievements
  7. 7. Slide 7 Vision Energy Perspectives Communications Mandate ResultsVision – what do you want to achieve? Steps to get there.NZ known as a pioneer; we’ve now been overtaken by other countries.Energy is needed – to work through barriers, maintain momentum, adapt.Police Act Wiki (for example): an open environment seeking public ideas on what could becontained in a new Police Act; monitoring input from once or twice during the day, to 4 staffmonitoring due to high demand.Need to build momentum and maintain. If one champion steps out, need new to step in.Involve different perspectives – multi-disciplinary approach to engagement, co-designWhat are the touchpoints that affect people’s experience of State services? E.g Drivers ofcrime.Communications – how we communicate is critical; address expectations (eg “draftingnaked”)A mandate to prototype new approaches to improving services, legislation and policies isnecessary. Seek a guardian angel to give permission and recognise the insights andexpertise. Managing for Joint Outcomes – connecting up the horizontal and the verticalRyan, Gill, Eppel, Lips, Victoria University of WellingtonResults – we need to demonstrate progress. Simple yet as Joanne explained to me – theOECD way – need to demonstrate results along the way even though a significant change isrequired.Small, incremental innovation – numbers add up to big transformational change.
  8. 8. Political will – more with less.NOTE: Co-creation is not always appropriate. Fundamental is transparency and trust in theprocess. If people know how a decision was arrived at, it is a better situation than going intoa black hole and there being no resemblance between an early consultation and theoutcome.Slide 8  your experiences?  do differently?  your ideal?What are your experiences with government engaging people in service and policy design?What would you do differently?What is your ambition, your ideal situation for this subject matter?How would you evaluate your results?
  9. 9. Slide 9 Laura Sommer e. LJ Systemic Options Ltd