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W H For Oii Post22 Jan 08


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Presentation to the OII/Parliamentary Office of Science & Tech conf Jan 2008

Published in: Technology, Health & Medicine
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W H For Oii Post22 Jan 08

  1. 1. William Heath founder & associate, Kable Ltd Gov 2.0: truly transformative government
  2. 2. Citizen redesign of user-centric government <ul><ul><li>Transformational Government and users </li></ul></ul><ul><ul><li>Challenges and problems </li></ul></ul><ul><ul><li>Why Ideal Government </li></ul></ul><ul><ul><ul><li>Three original themes: design, quick wins, trust </li></ul></ul></ul><ul><ul><ul><li>ThePublicOffice </li></ul></ul></ul><ul><ul><ul><li>Two new competitions for 2008 </li></ul></ul></ul><ul><ul><li>What else will it take? </li></ul></ul><ul><ul><li>Will we get it right? </li></ul></ul>
  3. 3. To fix Transformational Government needs not simply more technology but: <ul><li>Empathy </li></ul><ul><li>Humility </li></ul><ul><li>to learn to listen </li></ul><ul><li>...but above all, DESIGN </li></ul><ul><li>Meanwhile customers, suppliers and critical friends must learn to express themselves better and constructively </li></ul>
  4. 4. Challenges for government CIOs <ul><li>Their bosses see them as project managers </li></ul><ul><li>Told to manage down, they need to manage up </li></ul><ul><li>Web 2.0 is anti-hierarchical and entails loss of control, so no-one wants to know </li></ul><ul><li>They're trying to create a profession in a climate of frustration and criticism </li></ul><ul><li>Culture of assertive non-listening and spin </li></ul>
  5. 5. Challenges for IT suppliers <ul><li>Contracted to conform to stated requirement, not solve social problems </li></ul><ul><li>Lack of clear customer “voice” </li></ul><ul><li>Mistrust of NGOs </li></ul><ul><li>They're confused by government and politics </li></ul><ul><li>...and as baffled and threatened by the contemporary Internet as anyone else </li></ul>
  6. 6. Problems for taxpayer/customer/prisoner/patient <ul><li>Just the IT bit costs £18bn a year </li></ul><ul><li>No-one ever asks what we want </li></ul><ul><li>No-one listens </li></ul><ul><li>No-one cares </li></ul><ul><li>The computer says “No” </li></ul><ul><li>Mechanised compassion means discrimination, service denial, frustration and loss of dignity </li></ul>
  7. 7. Why Ideal Government <ul><li>Set up to ask </li></ul><ul><ul><li>What do we want from e-enabled public services </li></ul></ul><ul><ul><li>Wouldn't it be better if... </li></ul></ul><ul><li>Core principles quickly emerged: </li></ul><ul><ul><li>Co-design, co-creation, feedback: co-governance </li></ul></ul><ul><ul><li>Quick wins; reusing what works </li></ul></ul><ul><ul><li>Dig deeper to lay foundations of trust </li></ul></ul>
  8. 8. What do we mean by co-design or co-creation? <ul><li>Participation by hobbyists eg surfers </li></ul><ul><li>Design of new schools, hospitals </li></ul><ul><li>People helping themselves and each other (Mumsnet & NetMums) </li></ul><ul><li>Online: social networking, open source development, mash-ups with public data </li></ul><ul><li>Co-Design + Co-Decision + Co-Creation + Co-Monitoring/feedback = Co-Governance </li></ul>
  9. 9. What do we mean by quick wins <ul><li>Some problems are already solved - </li></ul><ul><li>Search </li></ul><ul><li>Maps </li></ul><ul><li>and pretty soon: </li></ul><ul><li>user-centric ID </li></ul><ul><li>portable health records </li></ul>
  10. 10. Dig deeper to lay a foundation of trust <ul><li>Competence </li></ul><ul><li>Listening, caring, openness </li></ul><ul><li>Respect for people's dignity </li></ul><ul><ul><li>Maximal anonymity </li></ul></ul><ul><ul><li>Privacy-enhancing technologies </li></ul></ul><ul><li>Better design for user needs </li></ul>
  11. 11. <ul><li>“ Service transformation is about changing public services so they are tailored more to the needs of people and businesses and less to the structures of government. …Government will do this by engaging users of public services to learn what really matters to them, and by acting on what is learnt. ….The best service providers in the public, private and third sectors start by making sure they have a real, evidence-based understanding of the behaviours of the people they are trying to reach, including by directly engaging with their end users. The Government’s vision is that it establishes across the public sector a culture and systems which make this routine.” CSR: Service Transformation Agreement Nov 07 </li></ul><ul><li>“ We need more innovative ways of conveying to public service leaders that transformation is all about the customer”.  
 Sir Gus O’ Donnell, Jan 2007 </li></ul>
  12. 40. Ideal Government <ul><li>So far: </li></ul><ul><ul><li>Blog with comments </li></ul></ul><ul><ul><li>Series of ChathamHouse rule dinners </li></ul></ul><ul><ul><li>ThePublicOffice </li></ul></ul><ul><li>Next: </li></ul><ul><ul><li>MindTheGap competition for designers </li></ul></ul><ul><ul><li>Machinima Britain competition for animators </li></ul></ul>
  13. 41. What else will it take? <ul><li>Evidence of customer demand for Gateway 0 </li></ul><ul><li>Stakeholder input at Board level </li></ul><ul><li>Independent feedback mechanisms like Patient Opinion, and user fora </li></ul><ul><li>Demonstrators of low-cost customer-centric health records, ID management, care records for children </li></ul>
  14. 42. William Heath Gov 2.0: truly transformative government