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Reinventing Government

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REINVENTING GOVERNMENT
Jess McMullin | The Centre for Citizen Experience | @jessmcmullin
citizenexperience.com

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WHY I’M HERE
  TODAY

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THE STATE OF GOVERNMENT TODAY
http://www.flickr.com/photos/vgm8383/2034624215

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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

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 GOVERNMENT Jess McMullin | The Centre for Citizen Experience | @jessmcmullin citizenexperience.com
  2. 2. WHY I’M HERE TODAY
  3. 3. THE STATE OF GOVERNMENT TODAY http://www.flickr.com/photos/vgm8383/2034624215
  4. 4. UNFORTUNATELY, IT’S GOING TO GET EVEN HARDER.
  5. 5. Rising Retirement = Smaller Workforce THE DEMOGRAPHIC PARADOX THAT WILL HOW DO WE CLOSE DEFINE THE NEXT THIS SERVICE GAP? DECADES. Aging Population = More Demand For Services
  6. 6. WE HAVE NO ALTERNATIVE BUT TO REINVENT http://www.flickr.com/photos/whalt/175352360
  7. 7. HOW?
  8. 8. ONE PIECE OF THE PUZZLE
  9. 9. CUSTOMER EXPERIENCE TRANSFORMATION http://www.flickr.com/photos/mr_t_in_dc/2415124094
  10. 10. CITIZEN EXPERIENCE
  11. 11. SO, WHAT IS CITIZEN EXPERIENCE?
  12. 12. THE CITIZEN EXPERIENCE BELL CURVE
  13. 13. POLITICS & VOTING http://www.flickr.com/photos/financialaidpodcast/3002765922
  14. 14. COMMUNITY & CIVIC INVOLVEMENT http://www.flickr.com/photos/jypsygen/2367693922
  15. 15. PROGRAMS & SERVICES http://www.flickr.com/photos/nj_dodge/68549080
  16. 16. FAILURE DRIVEN DEMAND http://www.flickr.com/photos/cloneofsnake/2825436246
  17. 17. CIVIC ACTION http://www.flickr.com/photos/brecav/6182719980
  18. 18. PONDER ON YOUR OWN CITIZEN EXPERIENCE FOR 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 CHANGE THE CITIZEN EXPERIENCE?
  21. 21. CUSTOMER EXPERIENCE DESIGN
  22. 22. CITIZEN EXPERIENCE DESIGN
  23. 23. WHAT IS DESIGN?
  24. 24. FRAMING-REDEFINING THE PROBLEM
  25. 25. CITIZEN EXPERIENCE DESIGN IMPROVES BOTH SERVICE DELIVERY & POLICYMAKING USING STYLE, FORM & FUNCTION, PROBLEM SOLVING & FRAMING.
  26. 26. REDUCE FAILURE DEMAND + INCREASE VALUE http://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 FASTER http://www.flickr.com/photos/zawtowers/3757810372
  29. 29. CONFIDENCE IN THE FACE OF UNCERTAINTY http://www.flickr.com/photos/athoshun/5153870261
  30. 30. UNDERSTANDING DECISION MAKING http://www.flickr.com/photos/piper/22584430
  31. 31. SIMULATIONS USING OUR OWN REALITY MAP http://www.flickr.com/photos/vitroids/2647573395
  32. 32. BUT EVERYONE HAS A DIFFERENT MAP http://www.flickr.com/photos/gadl/456185679
  33. 33. COMMON MAPS MAKE COMMON GROUND http://www.flickr.com/photos/chrisjl/5623346982
  34. 34. CITIZEN EXPERIENCE DESIGN CREATES COMMON GROUND FOR GROUP DECISIONS, THE DECISIONS WE NEED TO MAKE TOGETHER TO REINVENT GOVERNMENT.
  35. 35. YOU CAN TAP INTO THE POWER OF DESIGN, YOURSELF.
  36. 36. AND SO CAN THE PUBLIC SECTOR.
  37. 37. TODAY I’M GOING TO SHOW YOU SIX SIMPLE WAYS OF WORKING THAT UNLOCK THE POWER OF DESIGN.
  38. 38. MORE THAN NEW WAYS OF WORKING, THESE ARE NEW WAYS OF THINKING…
  39. 39. DESIGN THINKING (CULTIVATING A DESIGN MINDSET AND DESIGN LOGIC) COMES FROM ONGOING DESIGN PRACTICE.
  40. 40. THE POWER OF POSSIBILITY http://www.flickr.com/photos/jurvetson/2542450115
  41. 41. THE POWER OF REAL WORLD OBSERVATION http://www.flickr.com/photos/artcriminal/3669455518
  42. 42. THE POWER OF SEEING SYSTEMS http://www.flickr.com/photos/ethanhein/2272885283
  43. 43. THE POWER OF VISUALIZING & MAKING http://citizenexperience.com
  44. 44. THE POWER OF ITERATION http://www.flickr.com/photos/robinkearney
  45. 45. THE POWER OF CODESIGN http://www.flickr.com/photos/edublogger/5663869738
  46. 46. ONE BONUS SUPERPOWER: MAKE MEANING FOR PEOPLE http://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 2040 Photos & drawings courtesy Transportation Planning, City of Vancouver
  51. 51. BEYOND THE EVENING OPENHOUSE
  52. 52. GO WHERE PEOPLE ARE Session with Stanley King, Co-Design Group
  53. 53. DESIGNING TOGETHER
  54. 54. DON IVESON & THE CITY OF EDMONTON Video courtesy Councilor Don Iveson and the City of Edmonton
  55. 55. MEET COUNCILOR IVESON
  56. 56. ONE MORE STORY
  57. 57. THE STORY OF CITIZEN EXPERIENCE
  58. 58. CITIZEN EXPERIENCE IS A FOCUS http://www.flickr.com/photos/wwworks/4073469817
  59. 59. CITIZEN EXPERIENCE IS A BRIDGE http://www.flickr.com/photos/gilderic/5774989553
  60. 60. CITIZEN EXPERIENCE IS A COMPASS http://www.flickr.com/photos/kahunna/421255212
  61. 61. YOU CAN HELP
  62. 62. IN YOUR COMMUNITY http://www.flickr.com/photos/ennuiislife/4061620293
  63. 63. WITH YOUR GOVERNMENT http://www.flickr.com/photos/jypsygen/2367693922
  64. 64. IN EVERYDAY CONVERSATION http://www.flickr.com/photos/chrisjl/3847317985
  65. 65. PUT DESIGN TO WORK http://citizenexperience.com
  66. 66. MAKE THE RIGHT DECISIONS FASTER http://www.flickr.com/photos/st-stev/790464904
  67. 67. FIND CONFIDENCE TO FACE UNCERTAINTY http://www.flickr.com/photos/davedehetre/5857947661
  68. 68. HELP REINVENT GOVERNMENT, YOURSELF http://www.flickr.com/photos/althouse/269601063
  69. 69. CITIZEN EXPERIENCE CAN HELP http://www.flickr.com/photos/libertinus/3501511323
  70. 70. THANK YOU.
  71. 71. Many thanks to the following great folks who helped 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 McMullin The Centre for Citizen Experience http://citizenexperience.com jess AT ctzn DOT ca http://twitter.com/jessmcmullin

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