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ARCHITECTING HAPPINESS
IN THE AGE OF DIGITAL GOVERNMENT
Stephen HallPrincipal Consultant- Digital
World IA Day 2015Canberra, Australia
Towards Digital Government
ARCHITECTING HAPPINESS
THE AGE OF DIGITAL GOVERNMENT
in
Towards Digital Government
ARCHITECTING HAPPINESS
THE AGE OF DIGITAL GOVERNMENT
gives us major opportunities for
4
World IA Day, Canberra, Australia- 21 Feb 2015
Empowering Government
#5 #6The rise of the
digital worldGreater focus on quality of
experiencehttp://www.csiro.au/Portals/Partner/Futures/Our-Future-World-report.aspx
CSIRO: 6 global megatrends that are shaping the way we live
5
World IA Day, Canberra, Australia- 21 Feb 2015
Empowering Government
DIGITAL DISRUPTION IN AUSTRALIA
5
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ttp://w
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ital-d
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6
World IA Day, Canberra, Australia- 21 Feb 2015
Empowering Government
COMMON DIGITAL GOVERNMENT THEMES
Do more with less
Open up
Open data
Open procurement
Open source
Crowdsourcing
Innovate & improve
Faster uptake of technology
Refinement of processes & legislation
Encourage bottom up innovation
Design the experience
Centralise, yet
decentralise
Tight at the top, loose at the
bottom
Wholesale as
well as retail
Digital by default
Simplify
Cut waste & duplication
Be agile
Citizen-centric
Designed for digital
Continuously improve
Pull, not push
7
World IA Day, Canberra, Australia- 21 Feb 2015
Empowering Government
• Citizen-centric culture• Staff digital capability• Organisational agility• Change Management• Business process change• Legislation/ deregulation• Procurement change• Performance transparency• Systems enhancement• Data quality & integration• Cloud initiatives• Analytics & BI
Digital strategyDesign thinking
End-to-end experience
Organisation-facingCitizen-facing DIGITAL SERVICES DIGITAL TRANSFORMATION
• Experience design• Service design• Mobile initiatives• Channel management• Content management• Accessibility• Digital uptake• Consultation/co-design
DIMENSIONS OF DIGITAL GOVERNMENTS
ing
le v
iew
of c
usto
mer
Sin
gle
vie
w o
f go
vern
men
t
Digital leadership | Principles, standards & methods | Common platforms
8
World IA Day, Canberra, Australia- 21 Feb 2015
Empowering Government
Low High
High
Convenience/ engagement (Citizen)
Eff
icie
ncy (
Govt)
Citizen/ business portals
Identity management
Process improvement
Open data/ transparency
Service aggregation
Citizen consultation
France: single point address changePortugal:
event-based service aggregation
Netherlands: regulatory annoyance hotline
Slovenia: citizen services co-design
Denmark: single sign on-govt services & banking
Finland: crowd sourced legislation
UK: Gov.uk portal
Denmark: citizen digital mailbox
NZ: Creative Commons by default France: single sign on
for all digital services
South Korea: cross agency process re-design
UK: legislative streamlining for simpler services
Access
USA: Digital Government spotlight
SOME EMERGING THEMES
Norway: plain language in govt
UK: 25 ‘Exemplar’ services
USA: Digital govt strategy
UK: Digital govt strategy
NZ: Digital govt strategy
UK: Community digital champions
9
World IA Day, Canberra, Australia- 21 Feb 2015
Empowering Government
Government online
eGovernment Digital Government
2000 2004 2008 2012 2015
“Brochures online”
“Multi channel stack”
“Digital First”
2020
AUSTRALIA: THE JOURNEY SO FAR
9
Back end Front end Back end Front end Back end Front end
Key c
hara
cte
ristics
Manual Connected Integrated
10
World IA Day, Canberra, Australia- 21 Feb 2015
Empowering Government
AUSTRALIA: THE JOURNEY SO FAR
11
World IA Day, Canberra, Australia- 21 Feb 2015
Empowering Government
MATURITY DESCRIPTION
European Digital Capability Framework
AUSTRALIA: THE JOURNEY SO FAR
11
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No awareness of digital capability, no resources allocated, no digital strategy, plan or metrics, no understanding of best practice, no digital services.
Senior management in place with a remit to set targets, develop over- arching vision and plan, and develop necessary capability and culture. Digital is seen as a key transformation and advocacy is strong at key parts of the organisation.
Senior management have made significant progress in delivering the vision and plan, implementing new capability and trialling it successfully by re-engineering a range of services to be digital by default.
Digital is at the heart of policy and strategy. Services are digital by default. Digital culture is strong: agile, user-centred, innovative, responsive.
Some digital services, but often of limited quality. Digital teams in place but tend to be siloed in business units or service/programme teams and have limited budget and remit. Senior digital management not in place.
1
2
3
4
5
Federa
l agencie
s-
typic
al m
atu
rity d
istrib
utio
n-
late
2014
12
World IA Day, Canberra, Australia- 21 Feb 2015
Empowering Government
Source: NSW Government
Transaction cost per channel
• Rising citizen service expectations
• Rapid take up of mobile, tablet and social media
• Demand for flexibility- time and channel choice
• Desire for simple, accessible, time-saving services
Increased digital self-service
16c
$6.15
$18.50
Digital
Phone
Face-to-face X 115
Government
X 38
DRIVERS: SAVING MONEY
12
13
World IA Day, Canberra, Australia- 21 Feb 2015
Empowering Government
PROJECTED SAVINGS FOR DIGITAL GOVERNMENTS
£1.2 BILLION PA BY 2015UK: £1.8 BILLION PA
NZ: $100 MILLION PA BY 2017
£30 per head
$23per head
GLO
BAL:
(ROUGHLY)
>$50 BILLION PA BY 2020
$6.5 BILLION PA IN 2012
Source: UK Government
Source: NZ Government
Source: BCG
14
World IA Day, Canberra, Australia- 21 Feb 2015
Empowering Government
• Rising citizen service expectations
• Rapid take up of mobile, tablet and social media
• Demand for flexibility- time and channel choice
• Desire for simple, accessible, time-saving services
Government Citizens & Business
DRIVERS: MEETING RISING EXPECTATION
14
• Higher service levels, as good
as Amazon, eBay, Google
• Simple, time-saving services
• Lower compliance/ interaction
cost
• Time and device flexibility-
where and when I want
Meet rising expectation
15
World IA Day, Canberra, Australia- 21 Feb 2015
Empowering Government
DRIVERS: CHANGING GOVERNMENT
15
• Increasing innovation• Changing attitude to risk• Increased appetite for collaboration• Increasing transparency around
goals and performance• Simplification & redesign• Outsourcing of non-core services
Change how government works
Government
Towards Digital Government
ARCHITECTING HAPPINESS
THE AGE OF DIGITAL GOVERNMENT
gives us major opportunities for
17
World IA Day, Canberra, Australia- 21 Feb 2015
Empowering Government
THE HAPPINESS VISION
“Digital services so good that all who
can use them, prefer to use them”UK Government digital vision
+
Five observations on how our work is changing in the age of Digital Government
18
World IA Day, Canberra, Australia- 21 Feb 2015
Empowering Government
WHAT IS HAPPINESS? “Digital services so good that all who
can use them, prefer to use them”
Relevant
Fast
Comprehensible
Worth the effort
Accessible
Consistent
Accurate
Pleasurable
Transparent
Invisible
Organisation-facingCitizen-facing
DIGITAL SERVICES DIGITAL TRANSFORMATION
100%
80% 20%
70% 30%
50% 50%
20% 80%
60% 40%
50% 50%
80% 20%
20% 80%
20% 80%
19
World IA Day, Canberra, Australia- 21 Feb 2015
Empowering Government
HOW ARE THINGS CHANGING? “Digital services so good that all who
can use them, prefer to use them”
OBSERVATION #1
Our work is now going
further back into the
organisation than ever
before
Organisation-facingCitizen-facing
DIGITAL SERVICES DIGITAL TRANSFORMATION
100%
80% 20%
70% 30%
50% 50%
20% 80%
60% 40%
50% 50%
80% 20%
20% 80%
20% 80%
20
World IA Day, Canberra, Australia- 21 Feb 2015
Empowering Government
HOW ARE THINGS CHANGING? “Digital services so good that all who
can use them, prefer to use them”
OBSERVATION #2Our work is more strategic
21
World IA Day, Canberra, Australia- 21 Feb 2015
Empowering Government
HOW ARE THINGS CHANGING? “Digital services so good that all who
can use them, prefer to use them”
OBSERVATION #3Our work is more design led
22
World IA Day, Canberra, Australia- 21 Feb 2015
Empowering Government
HOW ARE THINGS CHANGING? “Digital services so good that all who
can use them, prefer to use them”
OBSERVATION #4Our work is more end to end service design-crossing digital & physical
23
World IA Day, Canberra, Australia- 21 Feb 2015
Empowering Government
HOW ARE THINGS CHANGING? “Digital services so good that all who
can use them, prefer to use them”
OBSERVATION #5Our work is increasingly about transformation and organisational agility
GENERATE DEFINE FABRICATE DELIVER
24
World IA Day, Canberra, Australia- 21 Feb 2015
Empowering Government
WHAT MIGHT THE FUTURE HOLD? “Digital services so good that all who
can use them, prefer to use them”
1. Focus on transactional services- higher volume, lower complexity
2. Single view of customer- reflecting customer information back
3. Use of analytics data to expose performance
4. More collaboration, co-design and sharing
5. Enterprise scale use of Agile
6. Rise of virtual agents
7. Systems rationalisation/ data quality
8. Organisational transformation driven by digital
Empowering Government
World IA Day, Canberra, Australia- 21 Feb 2015
Thank you
Stephen HallPrincipal Consultant- Digital
[email protected] 732 582