Architecting happiness in the age of digital government

ARCHITECTING HAPPINESS

IN THE AGE OF DIGITAL GOVERNMENT

Stephen HallPrincipal Consultant- Digital

World IA Day 2015Canberra, Australia

Towards Digital Government


THE AGE OF DIGITAL GOVERNMENT

in




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

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DIGITAL DISRUPTION IN AUSTRALIA

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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

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• 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

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Digital leadership | Principles, standards & methods | Common platforms

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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

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Government online

eGovernment Digital Government

2000 2004 2008 2012 2015

“Brochures online”

“Multi channel stack”

“Digital First”

2020

AUSTRALIA: THE JOURNEY SO FAR

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Back end Front end Back end Front end Back end Front end

Key c

hara

cte

ristics

Manual Connected Integrated

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MATURITY DESCRIPTION

European Digital Capability Framework


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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.

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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

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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

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• 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

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• 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

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DRIVERS: CHANGING GOVERNMENT

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• 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




gives us major opportunities for

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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

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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%

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HOW ARE THINGS CHANGING? “Digital services so good that all who


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%

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OBSERVATION #2Our work is more strategic

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OBSERVATION #3Our work is more design led

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OBSERVATION #4Our work is more end to end service design-crossing digital & physical

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OBSERVATION #5Our work is increasingly about transformation and organisational agility

GENERATE DEFINE FABRICATE DELIVER

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WHAT MIGHT THE FUTURE HOLD? “Digital services so good that all who


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



Thank you

Stephen HallPrincipal Consultant- Digital

[email protected] 732 582