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Conquering Complexity

Mindset and tools to grow public sector
design capability & capacity.
Service Design in Government | London, UK | March 19, 2015
Jess McMullin, the Centre for Citizen Experience
@jessmcmullin
Alex MacLennan, Government of British Columbia
@admaclennan
#sdingov
Introductions
0 1 2 3 4 5
Why are we here today? A journey.
This journey.
@jessmcmullin
1996
2003
2009
“What happens if we
think about the citizen
experience the same
way and with the same
tools that we think
about the customer
experience? Where
would that take us?”
@admaclennan
Executive Director
Strategic Design & Transformation
Government Communications &
Public Engagement
The BC Service Design Team
And how about you?
Thank you.
The rising storm of complexity.
0 1 2 3 4 5
Complexity Impacts All of Us
Photo:&Covenant&Health&www.covenanthealth.ca&
Photo:&CC:BY&Parker&Knight&www.flickr.com/photos/rocketboom/&
Multiple globally interconnected
reasons for price collapse
“None of us live in
isolation from the
impacts of an
increasingly complex
world.
Complexity is fractal
Government everywhere faces complexity
Change can be ugly.
Photo: Whologwhy www.flickr.com/photos/hulagway
Change is hard
Photo:&Elmira&College&CC:BY&h?ps://www.flickr.com/photos/elmiracollege/5037561248/&
Change is unavoidable.
Photo:&Sashafatcat&CC:BY&h?ps://www.flickr.com/photos/sashafatcat/3478507431&
We must navigate complexity to create
change in our organizations.
Change isn’t just about organizations.
It’s about changing ourselves.
Recap
1.  Complexity is pervasive, and fractal.
2.  Governments need to change in order to
confront complexity.
3.  Change is often challenging because we are
unearthing the decisions of those who went
before us. Shiny new ideas take us back in time.
4.  We must not only change our organizations,
but also ourselves.
0 1 2 3 4 5The rising storm of complexity.
Seeing & responding to complexity.
0 1 2 3 4 5
Not seeing complexity is risky.
Photo:&CC:BY&darkday&h?ps://www.flickr.com/photos/drainrat/15241612721&
Imagine you are
hanging from the
overhang of a very
tall cliff…
With no tools.
No rope.
No gear.
No harness.
Photo:&CC:BY&Akuppa&flickr.com/photos/90664717@N00/92297058&&
WE NEED TOOLS
TO CONFRONT
COMPLEXITY
SAF:THE SERVICE
ARCHITECTURE
FRAMEWORK
A tool for seeing complexity
A new way to see complexity
BC Natural Resource Sector
5 Layers
Photo:&MLazarevskiCC:BYUND&h?ps://www.flickr.com/photos/mlazarevski/9353581122&
PUTTINGTHE
FRAMEWORKTO USE
Part of Colombia’s Service
Architecture
Some of Colombia’s Design &
Innovation Team
Angélica – follow @huracangie
 SanWago&
Experience: Real World Research
Touchpoints: Channels + Interactions
Delivery: Operations & Process
Foundations: Infrastructure
Foundations: Decisions - Policy,
Strategy, Standards, Legislation
Mandate: Org Structure+Incentives
Mandate: Cultures, Norms, Values
Service&Architecture&Framework&
Service&Architecture&Mapping&
Service Architecture Mapping
Journey!
ALPHA
Similar Information to a Service Blueprint
Organizational Reason for Change
Organizational Context for Change
Presto is great, but…
Healthcare.gov
Landlords & Tenants
Residential Tenancy Act
h?p://www.bclaws.ca/Recon/document/ID/freeside/00_02078_01&
The Act Doesn’t say Anything About it
Where are the risks
and opportunities
across your service
architecture?
Who do you need to
work with to look at
all the parts of your
service architecture?
SERVICE ARCHITECTURE
ALIGNMENT
What happens when..
Policy Confusion
Service Architecture Alignment
Service Architecture Connections
Aligning Policy to Service Delivery
Aligning Services & Policy to Outcomes
Service Delivery

Drives Outcomes
Recap
Seeing & responding to complexity.
0 1 2 3 4 5
1.  We need to be able to see, anticipate, and work
with complexity in government
2.  The Service Architecture Framework is one
tool that helps us see complexity.
3.  Government must draw on citizen needs to
create government capabilities.
4.  Successful projects align interests, effort, and
influencers across the layers of service
architecture.
Living it in the real world.
0 1 2 3 4 5
BC SERVICES CARD
Case
Field Research
Finding Patterns
Codesign Workshops
Explore New Service Concepts
Prototype New Service Concepts
Mapping the Experience
Documenting Service Concepts
Digital Services Consultation
“ That means government must
carefully consider how to design
services that truly add value for
people...Simply having a digital service
does not equal efficiency.!
!
Understanding and delivering value to
the public is where we must begin.”
Digital Services Consultation
OMNICHANNEL IN
GUADALAJARA
Case
Zapopan
Meet Rodrigo Herrera
There were just four offices for 2M
90% of
Population within
3km of kiosk
BC PUBLIC SERVICE
“DRAGON’S DEN”
Case
Photos&courtesy&Ministry&of&CiWzens’&Services&and&Open&Government,&2011&
CBC Dragon’s Den
Photo:&Canadian&BroadcasWng&CorporaWon&
Commit teams for a 1-week intensive &
bring a real business problem
Identify users
Understand needs
Map journeys
Generate ideas & identify opportunities
Pitch ideas for pilot funding
h?p://www.flickr.com/photos/xeeliz/5560086459&
POLICY MAPPING
Case
Dominique
Bohn
ExecuWve&Director&
Service&Reform&
BC&Ministry&of&JusWce&
Fieldwork
Complex to get restraining order
Map Policy
Options Impact
to Future Journey
3+ years for
implementation
INTEGRATED SERVICE
DELIVERY
Case
•  Origami
New Service Concepts for Integrated
Delivery
And plans, strategy, principles for
future offices & current offices
Recap
Living it in the real world.
0 1 2 3 4 5
1.  Projects can focus on different areas of the
service architecture framework.
2.  The important part is being aware and making
connections for your extended team.
3.  Most of these projects are the highlight reel of
5 years of sustained effort. This did not
happen overnight.
Growing capability & capacity.
0 1 2 3 4 5
CAPABILITY
Understanding
Design Maturity
CAPABILITY & CAPACITY
Growing
We can’t conquer complexity alone.
Photo:&CC:BY&Maalokki&www.flickr.com/photos/maalokki/2688733443&&
Citizens @ the Centre
Digital Services Consultation
“ That means government must carefully consider
how to design services that truly add value for
people...Simply having a digital service does not
equal efficiency.!
!
Understanding and delivering value to the public is
where we must begin.”
A UX Library For All Ministries
BC UX Toolbox
BC Service Design Playbook, Alpha
BC Service Design Patterns, Soon
Training, Events, Local Community
Most of All: Projects & Practice
The Hogwarts Moment
“The Hogwarts Moment:
When a public servant
realizes they already
are a designer…
TEAMS
Growing
Other&Areas&
of&
Public&Sector&
Community&
Partners&
Experts:&
Consultancy&
Think&Tanks&
Academics&
Etc.&
Steering&
Commi?ee&
Working&
Group&
Service Designer + Program Area
The Horse Whisperer
Touchstone&Pictures,&1998&
The Gov Whisperer
The Extended Team
The Champion & The Sponsor
Recap
Growing capability & capacity.
0 1 2 3 4 5
1.  We can’t do this alone.
2.  Design maturity: style to framing.
3.  We grow capacity through resources, training,
and most of all involvement in projects.
4.  This gives us the Hogwarts Moment where
public servants realize their design potential.
5.  Teams need all the pieces, and people.
Some final thoughts.
0 1 2 3 4 5
“Individual heroics
cannot substitute for
lasting systemic
change.
CHALLENGES
It’s not easy living change
OPPORTUNITIES
Community, Connections, Journeys
ONE LAST STORY
Stars
Photo:&hokulea.com&
I need your
help for this last
part…
Please Get Out Your
Mobile Phone
1…2…3…
Photo:&Nimish&Gogri&&CC:BY&h?p://www.flickr.com/photos/gogri/7927333264&
THANK YOU!
Stay in touch!
Jess McMullin, the Centre for Citizen Experience
@jessmcmullin jess AT ctzn DOT ca
www.citizenexperience.org
Alex MacLennan, Government of British Columbia
@admaclennan
alex DOT maclennan AT gov.bc.ca
#sdingov

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