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The Responsive Government
Stephen GoldsmithHarvard Kennedy SchoolDirector, Innovation inGovernment Program
Government Is Changing
1 Government can’t solve complex horizontal problems with vertical solutions, nor by simply accomplishing bureaucratic activities better.
2 The role of government is being transformed from direct service provider to generator of public value.
3 We won’t get the results taxpayers deserve nor citizens require until we figure out how to better manage a government that does less itself and more through third parties.
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Agency 2
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Agency 3
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Bureau Bureau Bureau Bureau Bureau Bureau
Citizen
The Shape of Government Now
The Changing Shape of Government
Principles of Responsive Governance
1. Focus on Public Value, not Programs2. Data-Driven Responsiveness3. Responsiveness through Network Governance4. Citizen-Driven Responsiveness5. Improving Customer Service6. Responsive Regulatory Framework7. Employee Involvement in Responsiveness8. A More Responsive Form of Accountability
Principle 1: Focus on Public Value,Not Programs
Before:DC General Hospital
After:DC Health Care Networks, From One to Many
Principle 2: Data-Driven Responsiveness
A. Using Data AnalyticsB. Social Media MiningC. Stat Programs
Technological Building Blocks
• Digital systems are replacing paper-based ones• Breakthroughs in data analytics allow the examination of data in
disparate systems• Social networking and social sentiment analysis allows citizens to
participate in solving problems in new ways• Handheld devices can provide decision support to field workers
and real time supervision to managers • Performance metrics and digital warehouses make up the
building blocks of this new model of preemptive government. • Open Data and transparency encourage third-party innovation.
Principle 2: Using Data Analytics
–Predictive AnalysesBy highlighting common issues before they occur.
Question: What factors make a building most at risk for fires?
–Root Cause Analyses By providing insights that explain common incidents.
Question: Why are there frequent accidents at certain intersections? Which individuals best benefit from job training?
– Increased Accountability By monitoring areas for improvement.
Question: Which City inspectors are behind schedule?
– Improved Operational ManagementBy providing data-driven solutions to promote more effective business processes.
Question: What are the best routes for City vehicles to take?
Procurement Reform, Cost Savings and Operational Excellence Opportunities
Use Data Analytics to Improve Performance, Define Outcomes
and Unlock Value
Government Efficiency/Innovation OfficeFocus on continuous improvements in service, operations and cost reductions
Governor’s Office
Representative from Each AgencyProgram Reviews
Structure to Produce Better, Faster, Cheaper Government
New York City Examples• Targeted Fire Inspection
• Four metrics to identify properties most at risk of fire• Dwellings were over 40 times more likely to have a fire - fire inspectors worked together to secure a near-
100-percent enforcement rate
• The Data Intelligence Group, Department of Finance• Reduced the portion of audit cases that close without any change from 37 percent to 22 percent over
three years, a 41 percent increase in productivity• In their first three years, models produced estimated assessments of $292 million, including $27 million
from non-filers
• Center for Data Intelligence• Analyzing predictive indicators for people who enter the homeless system and indicators for youth success
after foster care
• Business Integrity Analytics• 81-person staff with 27 unaligned and inconsistent databases comprised of over 5,000 fields and 1 million
pages of paper files – streamlined into one database • Using data analytics and through collaboration with DEP there has been an increase in violations by 30%
while achieving a 60% reduction in manpower dedicated to grease enforcement.
Principle 2: Social Media Mining
Grade.dc.gov
• Distills various forms of customer feedback into a letter grade for each agency.
• Uses an algorithm that takes into account comments submitted through the website, through texts, and on social media.
• Social media mining captures input from a broader set of customers.
Analytics: Integrating Two Approaches
Enterprise Data• Agency breakthroughs
from enterprise-generated solutions
• Decision support to front-line workers from enterprise analytics
Digital Community Participation• Combining Transparency
with Digital Communities
• Integrating Community Sentiment into City Planning
• Creating Shared Solutions
• Personalized Government
Public Value
Better Services Better Outcomes
Better Citizen-Generated Solutions
Principle 2: Stat Programs and Effective Measurement
• Series of regular, periodic meetings
• During which the executive and/or top aides use data to discuss, examine, and analyze, with the individual director and the top staff:
– The agency’s past performance
– Its next performance objectives
– And its overall performance strategies.
1. Not budget driven: not driven by the annual budget process but by an independent analytic staff focused on improving performance.
2. Not purely evaluative: seeks to help the agencies improve performance.
3. Not fleeting: not a temporary fad but anenduring strategy
4. Not randomly episodic: regular routine and rhythm of city’s leaders and their management
5. Not uni-directional: mutual responsibility, with the manager responsible to the mayor and the mayor responsible to the manager for ensuring that the agency has the resources and flexibility
There are 5 identifiable aspects of Stat Programs
*From Robert D. Behn, Faculty Chair, Harvard Kennedy School’s Exec Ed. Program
Website: http://www.hks.harvard.edu/thebehnreport/
What is a stat program?*
Principle 3: Responsiveness Through Networked Governance
Networked
Government
Benefits
Speed andflexibility
Specialization/New Talents and Skills
Increased Reach and Choice Innovation
Enhanced Quality/
Effectiveness
Golden Gate National Recreational Area: Overcoming Futility by Using a Network to
Create Public Value
Private partners have invested $100M in capital
improvements.18%
CGNRA Employees, 18%
Partners, Contractors, Volunteers, etc., 82%
Disadvantages of Networked Model
Networked Government
Problems
Inadequate Protection of Public Values
Choice and Competition Can Give Way to Private
Monopolization
Poor Contractual Protection of Public and
Incorrect Quality Measures
Lack of Necessary Government Oversight
Talent
Creaming Deprives
Those Most in Need
Co-producing Safety:Handling Cultural Differences is Critical
Partnership with NY state division of Parole to reduce the number of paroles sent back to prison. Cultural differences caused constant tension but were eventually worked out.
Principle 4: Citizen-Driven Responsiveness
Example: NYC 311• Moving from a "burden-
on-citizen" approach to a "citizen-as-sensor" model
• New model: citizen as partner in fashioning or identifying a solution
Principle 5: Improving Customer Service
Public Service Electronic Access for Citizens (Spain)• Established “Bill of Electronic Rights” of citizens:– Right to electronic relationship with state– Right to electronic notifications– Right to choose the channel of relationship with the state– Right not to deliver data or document the state already
possesses
• Open Data• Make Data Useful to Citizens• Engage Citizens in Creating and
Using Data• Make Data Actionable Within
Government• Encourage Third-Party Use
Realizing the Full Benefits of Open Data
datasmart.ash.harvard.edu
Make Data Useful
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Make Data Useful: Visualization
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Engage Citizens in Creating and Using Data
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Engage Citizens in Creating and Using Data
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Make Data Actionable Within Government
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JH
Make Data Actionable Within Government
Integrating data across departments: HHS Connect
Source: www.connectopensource.org
datasmart.ash.harvard.edu
Encourage Third Party Use
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Responsive, Effective,
Transparent Governance
Performance measurement Calls to 311
Inputs via city apps
Mined social media
CitiStat
Integrated data systems
Ideation with citizens
datasmart.ash.harvard.edu
Gov.uk: Unifying Online Presence
• Merge websites of all government departments and other public bodies into Inside Government section of Gov.uk
• Faster, clearer, easier way for public to find out what government may be doing about a given issue
• Help public policy professionals understand wider context, increase collaboration and coherence.
Principle 6: Responsive Regulatory Framework
• Cut red tape, reduce compliance costs
• Minas Fácil (Brazil)– Simplify business licensing process for consumer– Unify redundant agency requests for information, – Reduced average wait for licensing from 45 days to 6 days (2005-2013)
• Zero Licensing Initiative (Portugal)– Eliminate unnecessary licenses/permits and inspections– Requires greater accountability mechanisms– Entrepreneur Portal replaces bureaucratic burden of processing
permits with communication point between public and administration
Principle 7: Employee Involvement in Responsiveness
1. Increase discretion & reduce vertical hierarchy
2. Organize employees in teams responsible for solving discrete problems
3. Solve non-monetary labor complaints quickly & effectively
4. Loosen entrenched impediments to internal labor mobility
5. Guide managerial & compensation practice with objective, scientific performance metrics
6. Remove obstacles that prevent labor from competing successfully
7. Celebrate success
Listen
• Web 2.0 tools
• Work with the Crews
• Access to the Data
• Reward Success
Managing the Tension between Accountability and Flexibility
Accountability Flexibility
More Innovation Information
http://www.ash.harvard.edu/ Home/Programs/Innovations -in-Government
http://datasmart.ash.harvard.edu/