SlideShare a Scribd company logo
Government services 
under transformation
Better Public Services
System 
Services are designed 
around government, 
not around New Zealanders
The Goal 
New Zealanders can complete their 
transactions with government easily in a 
digital environment
The Agencies
The Target
Making it happen 
Support New Zealanders through 
the digital transactions 
Redesign services around the 
customer 
Increase system capability
Make digital transactions more 
user-friendly, starting with the 
Result 10 “basket”
UX = QuickFIX
(Permitting) 
Environment 
UX 
Barriers 
Capability
No one sets out to create 
something un-usable. 
9 
We wondered 
So how is it that un-usable 
services/sites/channels 
even exist?
Business Owners, 
Project Managers, 
SME’s 
BA’s, Developers, 
SME’s 
IT Team, Testers, 
Developers 
Information base 
Identify customer need Research & 
Design 
• Little or no Post-Implementation Plan 
• Little or no Continuous Improvement 
• Little or no structured collection of longitudinal, 
scalable, end-to-end customer insights 
Build & Test 
Project Lifecycle
Business Owners, 
Project Managers, SME’s 
BA’s, IT team, Designers, SME’s, Change 
managers, Developers, Business owners 
Identify customer need Design, test and develop iteratively & 
• Testing & iterations planned & budgeted for 
• Availability of reliable, holistic customer insights 
to identify needs & guide strategies 
• Scalable continuous improvement 
collaboratively 
Information base 
Project Lifecycle
What if… 
Bad usability = Risk 
Users = Subject Matter Experts 
User data = Equal to ROI, Sales, etc 
User success = Key Performance 
Measurement 
9 
Provocations
The Bad News 
There is no ‘Quick Fix’ for user-friendliness 
i.e. that gets you what you actually need
The GOOD News 
The actual solution is a gift that keeps on giving! 
i.e. it gets you more than you thought you 
needed
Lessons learned 
!!!
#1: Foster a UX community for support 
You are NOT alone in this.
#2: Building trust is worth your time 
Understanding your stakeholders’ language and 
will get you a long way.
#3: Make them want to come to your party 
Make your initiative enticing, you have a lot to offer, e.g. 
or technical support
#4: Timing, timing, timing… 
Transformation means playing ‘multi dimension chess’
Thanks! 
Questions?

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Under Pressure - Government services under transformation

  • 1. Government services under transformation
  • 2.
  • 3.
  • 4.
  • 5.
  • 6.
  • 8. System Services are designed around government, not around New Zealanders
  • 9. The Goal New Zealanders can complete their transactions with government easily in a digital environment
  • 12. Making it happen Support New Zealanders through the digital transactions Redesign services around the customer Increase system capability
  • 13. Make digital transactions more user-friendly, starting with the Result 10 “basket”
  • 15. (Permitting) Environment UX Barriers Capability
  • 16. No one sets out to create something un-usable. 9 We wondered So how is it that un-usable services/sites/channels even exist?
  • 17. Business Owners, Project Managers, SME’s BA’s, Developers, SME’s IT Team, Testers, Developers Information base Identify customer need Research & Design • Little or no Post-Implementation Plan • Little or no Continuous Improvement • Little or no structured collection of longitudinal, scalable, end-to-end customer insights Build & Test Project Lifecycle
  • 18. Business Owners, Project Managers, SME’s BA’s, IT team, Designers, SME’s, Change managers, Developers, Business owners Identify customer need Design, test and develop iteratively & • Testing & iterations planned & budgeted for • Availability of reliable, holistic customer insights to identify needs & guide strategies • Scalable continuous improvement collaboratively Information base Project Lifecycle
  • 19. What if… Bad usability = Risk Users = Subject Matter Experts User data = Equal to ROI, Sales, etc User success = Key Performance Measurement 9 Provocations
  • 20. The Bad News There is no ‘Quick Fix’ for user-friendliness i.e. that gets you what you actually need
  • 21. The GOOD News The actual solution is a gift that keeps on giving! i.e. it gets you more than you thought you needed
  • 23. #1: Foster a UX community for support You are NOT alone in this.
  • 24. #2: Building trust is worth your time Understanding your stakeholders’ language and will get you a long way.
  • 25. #3: Make them want to come to your party Make your initiative enticing, you have a lot to offer, e.g. or technical support
  • 26. #4: Timing, timing, timing… Transformation means playing ‘multi dimension chess’

Editor's Notes

  1. So my name is Annika and I’m originally from Berlin in Germany. 4 years ago I moved here…. *click*
  2. … the biggest carrot *click*
  3. … and the biggest gumboot. (Why are you laughing?) So New Zealand is doing some really amazing stuff. Me, I’m not into trout fishing or *click*
  4. I think to a lot of us this will feel a little like *click*