Embedding an experimentation culture inside public administration - Innovation in Government: The New Normal conference from OECD - November 2017

1. EMBEDDING AN EXPERIMENTATION CULTURE
INSIDE PUBLIC ADMINISTRATION
Paulo Malta
Cabinet of the Minister of the Presidency and Administrative Modernisation
paulo.malta@mpma.gov.pt | @pmalta_pt | linkedin.com/in/pmalta

2. WHY HAVE WE DECIDED TO CREATE A LAB?
▪ Embed an experimentation culture inside public administration
▪ Put the citizen in the centre of the design of services
▪ Have a “safe place” where it is possible to take risks and make mistakes
▪ Co-create solutions with citizens, public servants and policy makers in
a “neutral territory”
▪ Innovation is not only about technology

3. GLOBAL COMMUNITY OF PRACTICE
▪ We establish contact with several Labs and Institutions from all over
the world in order to:
▪ Avoid reinventing the wheel
▪ Learn what works and what doesn’t
▪ Learn about the methodologies that other labs are using
▪ Build connections with other labs and innovation teams

4. LANDSCAPE OF INNOVATION APPROACHES
Adapted from Nesta Innovation Skills team
TECHNOLOGY SPACE
TALENT SPACE
INTELLIGENCE SPACE CREATION SPACE
EMPOWERING PEOPLE
GENERATING UNDERSTANDING CREATING SOLUTIONS
ENABLING ACTION
• Prototyping
• Innovation
Labs
• GovJams• Open Policy
Making
• Organisational Culture
• Service
Innovation
• Change Management
• Co-creation
• Lead User
Innovation
• Big Data
• Open Data
• Sensors
• Internet of Things
• Adaptive
Leadership
• FabLabs
• Hackathons
• Gamification
• Blockchain
• Artificial Intelligence
• Usability Testing
• Participatory Design
• Ethnographic
Research
• Sensemaking
• Evidence-based
Policy
• A/B Testing
Design
Thinking
System
Thinking
Human-Centered Design
Behavioural Insights

5. WHY USING DESIGN-LED INNOVATION IN GOV?
▪ It places the citizen in the centre of the service development, pushing
public administration to break their silos and think from the citizen’s
perspective
▪ The focus is the human element
▪ It helps to break the link between innovation and new technological
solutions
▪ It is relatively easy to train public servants in some of the tools

6. LABX POSITIONING
Adapted from MindLab

7. DESIGN
RESEARCH
EXPERIMENT
METHODOLOGY

8. Get to know the users,
their service experience
and the organisation
behind those services.
DESIGN
IN CO-CREATION
RESEARCH
TO UNDERSTAND
EXPERIMENT
TO IMPROVE
Ideate solutions that
improve user’s
relationships with public
services and enhance
their efficiency
Test new solutions for
public services using an
agile and iterative
process, in a controlled
environment
METHODOLOGY

9. LabX’s TEAM
ATTITUDES PEOPLE ROLES
The Public Service Specialists
The Sociologist
The Service Designers
Leadership and Policy Connection
Diagrams from Nesta’s Public Problem Solving Competency Framework

10.  Death and Bereavement Services
 Single Employment Desk
 Expenditure Roadmap
 Land Registry
 Citizen’s Shops
 Portuguese Official e-journal
OUR PROJECTS

11. DEATH AND BEREAVEMENT SERVICES
The problem is that families need to register
the loss of loved ones at a wide range of
services, both public and private. They feel
lost on what to do, where to go and when to
do it.
Ministry of Justice
Ministry of Social Security
National Bank of Portugal
Insurance Companies
Ministry of Finance
Ministry of Health
Commercial Banking
Utility Providers

12. DEATH AND BEREAVEMENT SERVICES
HOW MIGHT WE SUPPORT FAMILIES
DEALING WITH PAPERWORK RELATED
TO THE LOSS OF A LOVED ONE IN A
MORE HUMANE WAY?

13. DEATH AND BEREAVEMENT SERVICES
OUR GOAL IS TO BRING TOGETHER
IN ONE PLACE, THE FULL RANGE OF
PUBLIC AND PRIVATE SERVICES,
WHICH ARE NECESSARY AFTER THE
DEATH OF A RELATIVE.

14. ✔ WEB ANALYTICS
✔ JOURNEY MAPS
✔ WORKSHOPS
✔ PROTOTYPING
✔ REPORT
PILOT
DEC 2017NOV 2016
DEATH AND BEREAVEMENT SERVICES Project video: vimeo.com/214841671

15. PROTOTYPE

16. SOME LEARNINGS FROM OUR PROJECTS
▪ Public servants are willing to be involved in the design of
new services (or in the improvement of existing ones)
▪ We need to provide information to citizens in a simpler and
clearer way
▪ Small fixes can have a huge impact in citizens’ experience
and in public servants’ productivity
▪ Bring public administration expertise into the team

17. www.labx.gov.pt
linkedin.com/company/labx-govpt/
facebook.com/LabX
@labx_govpt
Thank you!