ppma seminar 2016 - designing public services for the digital age

digital age

HELLO LEADERS

What we mean when we talk about the digital organisation #digitalorg @misterbrowne

WE ARE THE DIGITAL AND DESIGN COMPANY FOR PUBLIC SERVICES

SERVICE DESIGN

PRODUCT DESIGN

ORGANISATION DESIGN

Designing public services for the digital age 4

ALBANIA

UAE

MOLDOVA

AUSTRALIA

USA

Where we work

ARMENIA

INDONESIA

UK

THE WORLD IS CHANGING.

FAST.


21st century ‘digital’ services are rapidly changing our expectations


Public services are beginning to catch up…


We have to do better…TRULY DIGITAL SERVICES REQUIRE TRULY DIGITAL ORGANISATIONS


We have to do better…DIGITAL

ORGANISATION?


We have to do better…APPLY THE CULTURE, PRACTICES, PROCESSES & TECHNOLOGIES OF THE INTERNET ERA TO RESPOND TO PEOPLE’S RAISED EXPECTATIONS

- MIKE BRACKEN, 2016

THE DIGITAL ORGANISATION IS…

THE DIGITAL ORGANISATION IS…

>> USER-DRIVEN >> RESPONSIVE >> OPEN


We have to do better…NOW LET’S TALK ABOUT WHAT THAT REALLY MEANS…

Designing public services for the digital age

THE USER-DRIVEN ORGANISATION

THE RESPONSIVE ORGANISATION


THE OPEN ORGANISATION

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“Visible” Network

“Hidden” Network

Jill Jack

SianEllen

Teacher

Speech Therapist

GP

Others

Police officer

?

Client

Health Visitor

Social Worker

Child Protection

NurseBy allowing Agents to connect to a

client, Patchwork reveals who else is

working with that client - information

that can often take weeks to gather.

Reveal the hidden work


SO WHAT KIND OF PUBLIC SERVICES COULD A DIGITAL ORGANISATION DELIVER?

A VERY HUMAN EXAMPLE…


Meet Denise

Denise’s details: • Diagnosed with ME aged 15 • Diagnosed with MS aged 24 while

forensic scientist • Rapid change in circumstances • Illness led to change in work situation,

need for support, need for housing

Has needed support with: • Staying healthy • Staying fit • Getting somewhere (adapted)

to live • Getting around • Finding appropriate work

Where will I end up? Admin is so tiring Can’t I just pay someone myself?

I feel uncertain and unsettled

Moving around the house is hard…

I’m worried about money - why is this so complicated?

How am I supposed to manage all my stuff? Will anyone help?

I need some financial help…

I need help moving in I need some adaptations

Call housing Call Housing

OT Assessment

Repairs Scheduled

How easy and accessible is the new place?

Google Maps/Citymapper/Uber

Friends helped out with moving

I need a place to live…

Housing Benefit

Needs evidence of disability

Den

ise

Cou

ncil

GP

Oth

er

Council Tax

Referred to

Referred to

Referred to

Denise could have been referred back to the council for a social worker/OT but the doctor didn’t know as no-one told her.

Needs evidence of disability:

Where will I end up? Admin is so tiring Can’t I just pay someone myself?

I feel uncertain and unsettled

Moving around the house is hard…

I’m worried about money - why is this so complicated?

How am I supposed to manage all my stuff? Will anyone help?

I need some financial help…

I need help moving in I need some adaptations

Call housing Call Housing

OT Assessment

Repairs Scheduled

How easy and accessible is the new place?

Google Maps/Citymapper/Uber

Friends helped out with moving

I need a place to live…

Housing Benefit

Needs evidence of disability

Den

ise

Cou

ncil

GP

Oth

er

Council Tax

Referred to

Referred to

Referred to

Denise could have been referred back to the council for a social worker/OT but the doctor didn’t know as no-one told her.

Needs evidence of disability:NO!

Welcome to the Finding a Place team. How can I help? “I’m online as well.”

Confirm finances

Find the right property

I need a place to live

Help with logistics

Book removals

Arrange adaptations

Or provide the money

Refer on to

Provide choices and arrange

Getting a job team

Personal shopping team

Simpler, user-centred journeys

Disability Services

Travel

Get a job

Find housing

Insight (Quant + Qual)

Chief Digital Officer

Chief Data Officer

Commissioning and market shaping

Community organisers

Contract managers

………………………………..

Service-orientated organisations


Digital infrastructure to make it all happen

>> User-centred

>> Mobile

>> Cloud based

>> Modular / SaaS

>> Data-rich

>> Integrated

>> Platformed


Better for the people who use services

For the people who fund services

For the people who deliver services

Who here still has a (little) way to go?

HOW DO WE GET THERE?

HOW DO WE GET THERE?

BY BUILDING A DIFFERENT KIND OF ORGANISATION.

People

• Roles and skills

• Teams and structures

• Outside partnerships

• Incentives

• Culture and behaviour

Process

• Workflow

• Decision-making routes

• Performance Indicators

• Service Standards

• Learning rhythms and routines

Platform

• Service patterns and principles

• Software requirements

• Data and publication

• Device requirements

• Physical space

‘Digital’ makes demands of all layers of the organisation

38

People. Process. Platform.

For example…

>> more loosely connected structures which can

move apart and re-set as user needs change

>> analytics, user research, UX and service design

skills at the heart of service delivery

>> a prototyping mindset and a desire to be out there,

testing emerging solutions

>> creative problem-solvers who can influence formal

and informal partners to effect policy outcomes

>> adopt language that is user-centred and hire

content designers to help

39


For example…

>> any front door is the right front door, your

organisation flexes and responds behind it

>> the Customer Service Board becomes the key

governance body within your organisation

>> process is minimised through the adoption of open,

collaborative design habits - not complex ‘sign offs’

>> regular retrospectives of projects, policies and

delivery to continuously learn and improve

>> hierarchy is minimised - decision-making becomes

more fluid and driven by user need


40

For example…

>> mobile tech allows your people to access all the

information they need, when/where they need it

>> data is open and easily routable to areas of need -

inside or outside your organisation

>> build marketplaces that allow an ecosystem of

outside partners to contribute to your outcomes

>> procure software which you can cost-effectively

flex and re-build as user/colleague demands change

>> repeatable service patterns and standards make it

easier to redesign services that meet user needs

SOMETIMES THIS MIGHT MEAN BUILDING A NEW ‘ORGANISATION’ FROM SCRATCH.

AND WE NEED TO BE OK WITH THAT.

Designing public services for the digital age

BECAUSE THIS STUFF IS TOO IMPORTANT TO LEAVE TO SILICON VALLEY

SO LET’S MAKE A START

Build an

Innovation Lab?

Initiate a ‘safe’

demonstrator project?

FROM SURVIVING TO THRIVING

Late last year, FutureGov, Lewes District Council and its local partners kicked off a project to look at how Lewes might better help people who are struggling financially, particularly in the light of on-going welfare changes.

Since then, project team spent an insightful couple of months in Lewes talking to frontline staff, community advocates and, most importantly, people from low-income

households who are struggling financially and in need of new forms of support to help them to make a step change in their circumstances. We looked at how people are coping in the current financial climate: Where are they feeling the pinch? How effective is the support on offer? What can be done to mitigate the challenges they are facing?The full report can be found at http://bit.ly/11QW7gB

FUTUREGOV

DEVELOPING NEW WAYS OF SUPPORTING THE FINANCIALLY VULNERABLE

IDEAS PIPELINE

SUPP

ORTED PROJECTS

CORE

PROJECTS

IDEAS PIPELINEOPEN CALL FOR IDEASSIMPLE.CO CHALLENGES

HACKATHONS

CORE PROJECTSIDEAS LABPOP CASH

MONEY MANAGEMENTCAB MENTOR SCHEME

SUPPORTED PROJECTSFOOD + LAND SHARING

LIFT-SHARINGHERETO

IDEASLAB COMMUNITY

ORGANISER

Train your workforce in

‘digital’ ways of working?

digital age

THANKS!#digitalorg

Now for some debate…

ppma seminar 2016 - designing public services for the digital age

Recruiting & HR