Lessons learned as a government (deputy) CTO

Keynote from YOW! West 2017 in Perth, Australia. Covering story of GDS, starting small for big (digital) transformation, openness, changing security culture, etc.

Transcript

1. Lessons learned as a Government (deputy) CTO James Stewart - YOW!West 2017 @jystewart
2. GDS
3. Revolution, not evolution
4. @jystewart No more than seven words per line Minimum font size of 36pt I w That became the UK Government Digital Service @jystewart
5. GDS
6. We joined forces with the technology reform team, gaining spend controls @jystewart
8. GOV.UK 25 redesigned services GOV.UK Verify, Pay, Notify Assisted digital support Digital skills in government Digital Marketplace Better, cheaper technology Saved billions GDS @jystewart @jystewart
9. https://www.gov.uk/design-principles & https://www.flickr.com/photos/psd/9120523574/
10. @jystewart
11. @jystewart No more than seven words per line Minimum font size of 36pt U.S. Digital Services Playbook The American people expect to interact with government through digital channels such as websites, email, and mobile applications. By building better digital services that meet the needs of the people that use our services, we can make the delivery of our policy and programs more effective. Today, too many of our digital services projects do not work well, are delivered late, or are over budget. To increase the success rate of these projects, the U.S. Government needs a new approach. We created a playbook of 13 key “plays” drawn from successful best practices from the private sector and government that, if followed together, will help government build effective digital services. SEE THE PLAYS HELP IMPROVE THIS CONTENT DIGITAL SERVICE PLAYS 1. Understand what people need 2. Address the whole experience, from start to finish 3. Make it simple and intuitive 4. Build the service using agile and iterative practices 5. Structure budgets and contracts to support delivery Information and services Govt.nz Connecting you with government information and services Government A-Z Government A-Z Information and services Information and services Search govt.nz ! We've rebuilt newzealand.govt.nz - tell us what you think Births, deaths, marriages Certificates, ID, wills, relationships, name change, pregnancy, divorce. Citizenship and immigration Residency, visas, work and study in NZ. Community, arts and sport Tramping and camping, funding, fishing and volunteering. Consumer rights Consumer disputes, complaints, scams and fraud. Crime, law and justice Jury, fines, prison and neighbourhood issues. Driving and transport Driver licences, tickets and fines, WOFs and registration. Education and training School terms, special education, student loans and apprenticeships. Emergencies and disasters Civil defence alerts and emergency planning. Environment and climate Conservation, daylight saving, natural resources and weather. Health Public funded healthcare, GPs, children's health. History, culture and heritage Historical records, Māori culture, family history. Housing and property Buying, selling, renting, renovating and building. Internet, media and communication TV and radio, online security, advertising. Money, benefits and tax Financial help, NZ Super, paying tax and KiwiSaver. Parliament and politics Parliament and elections, official information requests and have your say. Passports, travel and tourism Visit NZ, go overseas to visit or live. Work and jobs Holidays and time off, paying ACC, redundancy and working for yourself. Rules reduction The Rules Reducti looking at updatin property rules in N Compliance Ma small business If you’re a small b you can manage a compliance require new tool from bus New duty free r cigarettes and to An official website of the United States Government Building the 21st century digital government. Part of a global movement working for open, digital government @jystewart @jystewart
12. @jystewart
13. Digital transformation is a big deal
14. We saved £3.56 billion over three years
15. but we started with a prototype of a website
16. GDS
17. @jystewart GOV.UK did many things
18. @jystewart Simpler, clearer, faster for users, with savings and efficiencies for government
19. @jystewart It demonstrated that a different model of delivery was possible
20. @jystewart It showed government could work together, across silos
21. @jystewart It energised a group of people inside and outside government
22. @jystewart It started to generate data to deepen (and challenge) our insights
23. @jystewart It let us work from the outside in
24. Show don’t tell. (the formal strategy came later)
25. @jystewart No more than seven words per line Minimum font size of 36pt GDS GDS GDS @jystewart
26. @jystewart 1. Understand user needs 2. Do ongoing user research 3. Have a multidisciplinary team 4. Use agile methods 5. Iterate and improve frequently 6. Evaluate tools and systems 7. Understand security and privacy issues 8. Make all new source code open 9. Use open standards and common platforms 10. Test the end-to-end service 11. Make a plan for being offline 12. Make sure users succeed first time 13. Make the user experience consistent with GOV.UK 14. Encourage everyone to use the digital service 15. Collect performance data 16. Identify performance indicators 17. Report performance data on the Performance Platform 18. Test with the minister https://www.gov.uk/service-manual/service-standard
27. @jystewart 1. Understand user needs 2. Do ongoing user research 3. Have a multidisciplinary team 4. Use agile methods 5. Iterate and improve frequently 6. Evaluate tools and systems 7. Understand security and privacy issues 8. Make all new source code open 9. Use open standards and common platforms 10. Test the end-to-end service 11. Make a plan for being offline 12. Make sure users succeed first time 13. Make the user experience consistent with GOV.UK 14. Encourage everyone to use the digital service 15. Collect performance data 16. Identify performance indicators 17. Report performance data on the Performance Platform 18. Test with the minister https://www.gov.uk/service-manual/service-standard Do you know what to do? Are you serious about it? Are you seeking feedback? Can you make it better?
28. @jystewart “How do I make that pink?” - Ben Terrett, so many times
29. Start small, focus on users, build trust through delivery
30. Make things open, it makes things better
31. We made a big splash by committing to open source code and open standards things Make open, it makes things better
32. Openness is about so much more than source code
33. @jystewart High performing teams have autonomy
34. @jystewart Autonomous teams thrive in an open culture
36. He made it beautiful
37. GDS @jystewart
38. https://www.gov.uk/design-principles / https://www.flickr.com/photos/psd/9120523574/
39. Openness is about transparency of values and principles
40. @jystewart “The James Branch”
41. Openness is about accepting challenge
42. @jystewart "Blame the process, not the people" - W Edwards Deming
43. @jystewart It’s time to go beyond “the andon cord”
44. Openness is about participation
45. Everyone must know why the work matters & what matters about the work
46. Moving security out of the square of despair
47. GDS Unclassified Protect Restricted Confidential Secret Top Secret IL0 IL1 IL2 IL3 IL4 IL5 IL6 & & baseline control set, accreditation, assurance, SIRO, RMADS, IAO, GPG, CIAN, PGA, CLAS, (business) impact level
48. GDS @jystewart
49. @jystewart We’d quietly been building relationships and finding a different way
50. @jystewart We’d been learning to talk in the language of “risk”
51. @jystewart Working with others who had come to the same conclusions by different routes
52. @jystewart We experimented on GOV.UK, on Universal Credit, with new tech for Cabinet Office
53. @jystewart We focused on an approach that put users first
54. @jystewart We collaborated on things with names like “Security Policy Framework”
55. GDS
56. @jystewart We should have done more to show worked examples
57. @jystewart By taking policies back to first principles, we make space to engage the whole team
58. @jystewart By engaging the team, we can think about security as design, not just compliance
59. National Cyber Security Centre
60. @jystewart “If security doesn't work for people, it doesn't work” - Emma W from NCSC https://www.ncsc.gov.uk/blog-post/cyberuk-2017-people-strongest- link
61. Real change requires everyone to learn each others’ languages
62. “No one is coming. It is up to us.”
63. https://thenewkingmakers.com @jystewart
64. GDS
65. @jystewart Multi-disciplinary teams can work with far more people
66. @jystewart The unit of delivery is the team
67. @jystewart We have to find our satisfaction in the whole job being done well
68. @jystewart The real legacy is people all over government who’ve found a different way
69. Software as a public service
70. Thank you James Stewart @jystewart