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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.
Designing public services for the digital age 6
21st century ‘digital’ services are rapidly changing our expectations
Designing public services for the digital age 7
Public services are beginning to catch up…
Designing public services for the digital age 8
We have to do better…TRULY DIGITAL SERVICES REQUIRE TRULY DIGITAL ORGANISATIONS
Designing public services for the digital age 9
We have to do better…DIGITAL
ORGANISATION?
Designing public services for the digital age 10
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
Designing public services for the digital age 13
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
Designing public services for the digital age
THE USER-DRIVEN ORGANISATION
Designing public services for the digital age
THE USER-DRIVEN ORGANISATION
Designing public services for the digital age
THE USER-DRIVEN ORGANISATION
Designing public services for the digital age
THE USER-DRIVEN ORGANISATION
THE RESPONSIVE ORGANISATION
THE RESPONSIVE ORGANISATION
THE RESPONSIVE ORGANISATION
Designing public services for the digital age 22
THE OPEN ORGANISATION
23
THE OPEN ORGANISATION
“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
THE OPEN ORGANISATION
Designing public services for the digital age 25
THE OPEN ORGANISATION
SO WHAT KIND OF PUBLIC SERVICES COULD A DIGITAL ORGANISATION DELIVER?
A VERY HUMAN EXAMPLE…
Designing public services for the digital age 27
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
Designing public services for the digital age 32
Digital infrastructure to make it all happen
>> User-centred
>> Mobile
>> Cloud based
>> Modular / SaaS
>> Data-rich
>> Integrated
>> Platformed
Designing public services for the digital age 33
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
People. Process. Platform.
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
People. Process. Platform.
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…