Architecting happiness in the age of digital government
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Australian governments are on the brink of a period of significant digital change, driven by global forces which are transforming our society overall. This digital transformation will see focus not only on pervasive high quality end user experience, but also the experiences delivered at other points of the government service value chain, and changes needed to underlying organisational functions necessary to deliver services. So, what does this mean for us as architects of information and experiences? This talk looks at the emerging Digital Government landscape and the opportunities this presents for experience practitioners.
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Architecting happiness in the age of digital government
- 1. ARCHITECTING HAPPINESS IN THE AGE OF DIGITAL GOVERNMENT Stephen Hall Principal Consultant- Digital World IA Day 2015 Canberra, Australia
- 2. Towards Digital Government ARCHITECTING HAPPINESS THE AGE OF DIGITAL GOVERNMENT in
- 3. Towards Digital Government ARCHITECTING HAPPINESS THE AGE OF DIGITAL GOVERNMENT gives us major opportunities for
- 4. 4 World IA Day, Canberra, Australia- 21 Feb 2015 Empowering Government #5 #6 The rise of the digital world Greater focus on quality of experience http://www.csiro.au/Portals/Partner/Futures/Our-Future-World-report.aspx CSIRO: 6 global megatrends that are shaping the way we live
- 5. 5 World IA Day, Canberra, Australia- 21 Feb 2015 Empowering Government DIGITAL DISRUPTION IN AUSTRALIA 5 Source:http://www.deloitte.com/view/en_AU/au/news-research/luckycountry/digital-disruption/map/index.htm
- 6. 6 World IA Day, Canberra, Australia- 21 Feb 2015 Empowering Government COMMON DIGITAL GOVERNMENT THEMES Do more with less Open up Open data Open procurement Open source Crowdsourcing Innovate & improve Faster uptake of technology Refinement of processes & legislation Encourage bottom up innovation Design the experience Centralise, yet decentralise Tight at the top, loose at the bottom Wholesale as well as retail Digital by default Simplify Cut waste & duplication Be agile Citizen-centric Designed for digital Continuously improve Pull, not push
- 7. 7 World IA Day, Canberra, Australia- 21 Feb 2015 Empowering Government • Citizen-centric culture • Staff digital capability • Organisational agility • Change Management • Business process change • Legislation/ deregulation • Procurement change • Performance transparency • Systems enhancement • Data quality & integration • Cloud initiatives • Analytics & BI Digital strategy Design thinking End-to-end experience Organisation-facingCitizen-facing DIGITAL SERVICES DIGITAL TRANSFORMATION • Experience design • Service design • Mobile initiatives • Channel management • Content management • Accessibility • Digital uptake • Consultation/co-design DIMENSIONS OF DIGITAL GOVERNMENT Singleviewofcustomer Singleviewofgovernment Digital leadership | Principles, standards & methods | Common platforms
- 8. 8 World IA Day, Canberra, Australia- 21 Feb 2015 Empowering Government Low High High Convenience/ engagement (Citizen) Efficiency(Govt) Citizen/ business portals Identity management Process improvement Open data/ transparency Service aggregation Citizen consultation France: single point address changePortugal: event-based service aggregation Netherlands: regulatory annoyance hotline Slovenia: citizen services co- design Denmark: single sign on- govt services & banking Finland: crowd sourced legislation UK: Gov.uk portal Denmark: citizen digital mailbox NZ: Creative Commons by default France: single sign on for all digital services South Korea: cross agency process re- design UK: legislative streamlining for simpler services Access USA: Digital Government spotlight SOME EMERGING THEMES Norway: plain language in govt UK: 25 ‘Exemplar’ services USA: Digital govt strategy UK: Digital govt strategy NZ: Digital govt strategy UK: Community digital champions
- 9. 9 World IA Day, Canberra, Australia- 21 Feb 2015 Empowering Government Government online eGovernment Digital Government 2000 2004 2008 2012 2015 “Brochures online” “Multi channel stack” “Digital First” 2020 AUSTRALIA: THE JOURNEY SO FAR 9 Back end Front end Back end Front end Back end Front end Keycharacteristics Manual Connected Integrated
- 10. 10 World IA Day, Canberra, Australia- 21 Feb 2015 Empowering Government AUSTRALIA: THE JOURNEY SO FAR
- 11. 11 World IA Day, Canberra, Australia- 21 Feb 2015 Empowering Government MATURITY DESCRIPTION European Digital Capability Framework AUSTRALIA: THE JOURNEY SO FAR 11 http://ec.europa.eu/digital-agenda/en/european-digital-capability-framework No awareness of digital capability, no resources allocated, no digital strategy, plan or metrics, no understanding of best practice, no digital services. Senior management in place with a remit to set targets, develop over- arching vision and plan, and develop necessary capability and culture. Digital is seen as a key transformation and advocacy is strong at key parts of the organisation. Senior management have made significant progress in delivering the vision and plan, implementing new capability and trialling it successfully by re-engineering a range of services to be digital by default. Digital is at the heart of policy and strategy. Services are digital by default. Digital culture is strong: agile, user- centred, innovative, responsive. Some digital services, but often of limited quality. Digital teams in place but tend to be siloed in business units or service/programme teams and have limited budget and remit. Senior digital management not in place. 1 2 3 4 5 Federalagencies-typicalmaturitydistribution-late2014
- 12. 12 World IA Day, Canberra, Australia- 21 Feb 2015 Empowering Government Source: NSW Government Transaction cost per channel • Rising citizen service expectations • Rapid take up of mobile, tablet and social media • Demand for flexibility- time and channel choice • Desire for simple, accessible, time-saving services Increased digital self-service 16c $6.15 $18.50 Digital Phone Face-to-face X 115 Government X 38 DRIVERS: SAVING MONEY 12
- 13. 13 World IA Day, Canberra, Australia- 21 Feb 2015 Empowering Government PROJECTED SAVINGS FOR DIGITAL GOVERNMENTS £1.2 BILLION PA BY 2015UK: £1.8 BILLION PA NZ: $100 MILLION PA BY 2017 £30 per head $23 per head GLOBAL: (ROUGHLY) >$50 BILLION PA BY 2020 $6.5 BILLION PA IN 2012 Source: UK Government Source: NZ Government Source: BCG
- 14. 14 World IA Day, Canberra, Australia- 21 Feb 2015 Empowering Government • Rising citizen service expectations • Rapid take up of mobile, tablet and social media • Demand for flexibility- time and channel choice • Desire for simple, accessible, time-saving services Government Citizens & Business DRIVERS: MEETING RISING EXPECTATION 14 • Higher service levels, as good as Amazon, eBay, Google • Simple, time-saving services • Lower compliance/ interaction cost • Time and device flexibility- where and when I want Meet rising expectation
- 15. 15 World IA Day, Canberra, Australia- 21 Feb 2015 Empowering Government DRIVERS: CHANGING GOVERNMENT 15 • Increasing innovation • Changing attitude to risk • Increased appetite for collaboration • Increasing transparency around goals and performance • Simplification & redesign • Outsourcing of non-core services Change how government works Government
- 16. Towards Digital Government ARCHITECTING HAPPINESS THE AGE OF DIGITAL GOVERNMENT gives us major opportunities for
- 17. 17 World IA Day, Canberra, Australia- 21 Feb 2015 Empowering Government THE HAPPINESS VISION “Digital services so good that all who can use them, prefer to use them” UK Government digital vision + Five observations on how our work is changing in the age of Digital Government
- 18. 18 World IA Day, Canberra, Australia- 21 Feb 2015 Empowering Government WHAT IS HAPPINESS? “Digital services so good that all who can use them, prefer to use them” Relevant Fast Comprehensible Worth the effort Accessible Consistent Accurate Pleasurable Transparent Invisible Organisation-facingCitizen-facing DIGITAL SERVICES DIGITAL TRANSFORMATION 100% 80% 20% 70% 30% 50% 50% 20% 80% 60% 40% 50% 50% 80% 20% 20% 80% 20% 80%
- 19. 19 World IA Day, Canberra, Australia- 21 Feb 2015 Empowering Government HOW ARE THINGS CHANGING? “Digital services so good that all who can use them, prefer to use them” OBSERVATION #1 Our work is now going further back into the organisation than ever before Organisation-facingCitizen-facing DIGITAL SERVICES DIGITAL TRANSFORMATION 100% 80% 20% 70% 30% 50% 50% 20% 80% 60% 40% 50% 50% 80% 20% 20% 80% 20% 80%
- 20. 20 World IA Day, Canberra, Australia- 21 Feb 2015 Empowering Government HOW ARE THINGS CHANGING? “Digital services so good that all who can use them, prefer to use them” OBSERVATION #2 Our work is more strategic
- 21. 21 World IA Day, Canberra, Australia- 21 Feb 2015 Empowering Government HOW ARE THINGS CHANGING? “Digital services so good that all who can use them, prefer to use them” OBSERVATION #3 Our work is more design led
- 22. 22 World IA Day, Canberra, Australia- 21 Feb 2015 Empowering Government HOW ARE THINGS CHANGING? “Digital services so good that all who can use them, prefer to use them” OBSERVATION #4 Our work is more end to end service design- crossing digital & physical
- 23. 23 World IA Day, Canberra, Australia- 21 Feb 2015 Empowering Government HOW ARE THINGS CHANGING? “Digital services so good that all who can use them, prefer to use them” OBSERVATION #5 Our work is increasingly about transformation and organisational agility GENERATE DEFINE FABRICATE DELIVER
- 24. 24 World IA Day, Canberra, Australia- 21 Feb 2015 Empowering Government WHAT MIGHT THE FUTURE HOLD? “Digital services so good that all who can use them, prefer to use them” 1. Focus on transactional services- higher volume, lower complexity 2. Single view of customer- reflecting customer information back 3. Use of analytics data to expose performance 4. More collaboration, co-design and sharing 5. Enterprise scale use of Agile 6. Rise of virtual agents 7. Systems rationalisation/ data quality 8. Organisational transformation driven by digital
- 25. Empowering Government World IA Day, Canberra, Australia- 21 Feb 2015 Thank you Stephen Hall Principal Consultant- Digital stephen.hall@smsmt.com 0414 732 582
Editor's Notes
- Today’s presentation is in three parts: The first is about timing, and is really about those things we ‘should’ do The second is about opportunities, and things we ‘could’ do The third is some ideas about how to get there
- Today’s presentation is in three parts: The first is about timing, and is really about those things we ‘should’ do The second is about opportunities, and things we ‘could’ do The third is some ideas about how to get there
- We live in a changing world. A recent CSIRO report on global megatrends identified two key trends which directly relate to our topic today: There are universal trends, which impacts both government and business. Affects the lives of all Australians Presents us with both imperatives and opportunities: that is, a range of things we ‘should’ do, and things we ‘could ‘do
- Let’s start with the bigger picture We see here some recent research looking at the timing and extent of disruption caused to various industries in Australia by this ‘rise of the digital world’ Changes in government services caused by digital disruption are predicted to build gradually over a long period, but will have a big impact. Hence the appearance of government services in the top right quadrant: Long Fuse, Big Bang Relevance to you – In Australia, government has 3 layers are many moving parts. It will take time to get those parts moving together. That’s the long fuse part. The big bang part will be the transformation, when this occurs, to the way: Governments interact with citizens and consumers of government services Government agencies interact and collaborate with each other Government agencies plan, organise and manage themselves
- We see some common themes coming out of Digital Government leaders: More with less: Digital by default Simplify services and processes Cut waste & duplication Agile approaches to early, iterative delivery Open everything: Open data- opening up government datasets to broader use Open procurement processes to encourage SME involvement Open source- reducing reliance on proprietary systems from the same old vendors Crowdsourcing- of ideas, in recognition that “the small group of people at the centre don’t always have all the answers” Innovation & efficiency: Faster uptake of new technology opportunities- eg cloud, mobile Refining business process, updating legislation ‘The effervescent power of bottom up innovation’- Rohan Silva, UK Govt Advisor Focus on experience: Quality of citizen/ business experience- ‘services so good people choose to use them’ Designing services for the digital environment Continuously improving services based on analytics evidence And doing all this well results in users pulled towards services, instead of needing to be pushed towards them (reducing change management overhead, and getting more rapid uptake) Centralised, yet decentralised Tight at the top, loose at the bottom Tightly controlled WhoG principles, standards and methods Lots of leeway within agencies to design the actual services Wholesale and retail Open APIs to enable service delivery through 3rd parties, such as contracted service providers and even social media platforms such as Facebook
- So, what is good practice and what’s emerging There are very many interesting examples of emerging good practice around the world. We’ve chosen a few here to illustrate a number of different flavours of Digital Government initiative, and mapped them on the axes of citizen and government benefit. Best practice suggests that it all begins with a whole of government digital strategy…. Relevance – global leaders are demonstrating that there are many ways to approach digital value creation in government.
- In Australia, we have gone through several stages in getting to what is the beginning of the Digital Government era.
- In Australia there are many examples of good and promising digital government initiatives. At federal level we have examples like the ATO’s eTax, which has developed and evolved over a few years into a service with high levels of take up and acceptance on the end user side and impressive levels of inter-organisation integration behind the scenes. It even work on Macs now! We also have some major works in progress in the NBN and PCEHR, whose immediate future is unknown but which will no doubt deliver enormous benefits down the track. At state and territory level, we see a range of approaches to service aggregation. But how does all this tie together, at least in federal government?
- Presenter’s notes How would you describe your organisation’s level of maturity right now? It’s useful to consider organisational maturity and readiness for Digital Government, using a framework like this one from the European Union I hope you’ve had a chance to look at the copy of this on your table, and to think about which level fits your organisation right now. Could I have a show of hands? Is there anyone whose agency sits at Level 5? Level 4? Level 3? Level 2? Level 1? Anyone who can’t say? OK. Well, I’ve stuck my neck out and had a guess on how you would vote. The UK Government is aiming for all key agencies to be at Level 5 on this maturity scale in the coming years. What this means for you is: SMS recommends that if this isn’t already happening, senior management in your organisations need to: Get an understanding of the Digital Government landscape and timelines Understand how these relate to your agency and the business you do Understand emerging good practice, your agency’s maturity position- and where you aspire to be and by when
- A recurrent theme in digital government strategies is saving money, or doing more with less Looking at these costs from the NSW Government of servicing customers via different channels, it’s easy to see why governments around the world are moving to the Digital First model. In the UK, 150 million ‘avoidable’ calls to government call centres each year- ie calls which could have been avoided had there been satisfactory digital service or information alternatives
- Rolling all that up, what sort of savings are being discussed? Some countries have quantified savings targets in place In Australia, we’re not aware of any specific savings targets, however… extrapolating from these known overseas targets (and acknowledging that we have differences in the way our govts deliver services), perhaps we could look at aiming for over $500 million in savings per year in the latter years of this decade.
- The expectations of citizens and businesses are rising. People increasingly expect services from government which are as good as the best commercial services they use.
- Saving money is one opportunity. Changing some of the ways in which government works is another. Innovation: Opening up govt data Opening up procurement to encourage SME participation Building up digital capability within govt- so govt is ‘a more informed and challenging client’ Attitude to Risk Changing public sector risk culture Acceptance of ‘intelligent’ failure De-risking large scale projects with new approach Information asymmetries Opening up govt data sets Measuring performance and publishing results Creative commons by default on govt information Simplification: Simple, quality services Any where, any device Legislative refinement, faster turnaround Cost reduction It’s interesting to note that the recently concluded Australian DesignGov pilot was set up to look at precisely these questions and opportunities
- Today’s presentation is in three parts: The first is about timing, and is really about those things we ‘should’ do The second is about opportunities, and things we ‘could’ do The third is some ideas about how to get there