The document discusses how the Danish government innovation lab MindLab is helping transform the public sector through citizen-centered innovation. It outlines MindLab's approach of engaging citizens as co-developers to meet citizens' expectations for better public policies and services with fewer resources. The document also provides three key lessons learned from MindLab's work: 1) citizen-centered innovation is effective but requires leadership and employee skills; 2) there is untapped value to be found through better services at no extra cost, but the public sector isn't used to value creation; and 3) a change agent like MindLab is needed to drive cross-government collaboration, with top management focus and support.

1. Friendly Government
Or, How Citizen-Centered Innovation
Can Transform the Public Sector
Christian Bason, Innovation Manager

3. Agenda
Background
US vs. DK
The Challenge
About MindLab
Case
Three Lessons

4. Background
Innovating Welfare (2007) Put the Citizen Into Play (2009)

5. US vs. DK
Public Sector’s Share of the Economy
Denmark
51%
USA
37%

6. US vs. DK
Broadband Subscriptions
OECD Broadband subscribers per 100 inhabitants, by technology, June 2008
40
Other
35 Fibre/LAN
30 Cable
DSL
25
20 OECD
15
10
5
0

7. US vs. DK
New Citizen Thinking?
”Government is part of the solution, not the
problem.”
New Government Thinking?
”Citizens are part of the solution, not the
problem.”

8. The Challenge
How can we meet citizen’s
expectations for ever-better public
policies and services with ever-
fewer resources?

9. An Answer?
Engaging citizens as co-developers and -producers
Citizens co-develop
Future
development and
production
model
Public sector Citizens
produces co-produce
Traditional
development
and production
model
Experts and officials develop

10. Value of Citizen-Centered Innovation
1. What is The Innovation Potential?
For whom, when, why?
What is valuable today?
Where can value be increased?
2. How Can the Potential be Realised?
Eye-opener to see reality of citizens and businesses ”outside-in”
Users have their own suggestions as to how services could change
Co-development: ”would that work in my reality?”
3. Knowledge About Impacts
How will citizen’s daily activities and experiences work as ressources or challenges in implementing the new
policies?

11. Mission
To involve citizens and businesses in
developing innovative solutions for society

12. About
Part of three national ministries [departments]
Economic & Business Affairs [Commerce]
Taxation [Treasury]
Employment [Labor]
Staff of 15
Core staff
Ph.D. students
Stationed project leaders
Board
Three Permanent Secretaries of ministries
Four external members from business & academia

13. Short-circuiting bureaucracy from within
Society
Politics &
regulation
Top management
Other Innovation Other
stake- unit public sector
holders organisations
Strategy & organisation
Managers and employees
Citizens, Enterprises, NGOs
Innovation processes & measurement

14. Activities
Innovation Studio
Data Collection
Knowledge Dissemination

15. Approach
Anthropology
Design thinking
Public policy

16. Agenda
• The public sector innovation challenge
National
• MindLab
business
strategy on • Cases
climate • Methods
change
• Conclusion
-> Common vision
and initiatives
Insight: Partnership

17. Three lessons from MindLab
1. Citizen-centered Innovation Works
Outside-in is a valuable eye opener
But: Leadership, awareness and employee
competencies are insufficient
2. There’s Value to Harvest
Better services can come at no extra cost
But: The public sector is not used to thinking
systematically about value creation
3. A Change Agent Is Needed
Cross-governmental collaboration can happen
But: It needs top management focus
– and a push!

18. www.mind-lab.dk