Thoughts on digital leadership in the public sector

slides from a talk at IPAA Victoria conference on Digital Transformation 15 November 2016

Transcript

1. dta.gov.au Leisa Reichelt Head of Service Design @leisa
2. dta.gov.au Users’ interactions with government should be as good as those with modern businesses
3. dta.gov.au There’s huge failure demand when users can’t get things done easily
4. dto.gov.au Failure demand is demand caused by a failure to do something or do something right for the customer - John Seddon (2003)
5. *queue time exaggerated for effect, of course
6. dto.gov.au It is common to find failure demand running at 30 to 60% of all demand in financial services; it can be as high as 70 to 90% in telecommunications, police and local authorities. The lowest ever found was 15% in a financial services firm that was set up to provide service over the phone (so, good but no cigar). https://vanguard-method.net/library/observations-and-anecdotes/failure-demand-some-typical-volumes/
7. dto.gov.au Analysis in the UK showed local govt call centres to run at around 80% failure demand.
8. dta.gov.au The DTA is here to help make it easy to work with government
9. dta.gov.au Simpler, clearer, faster government services for everyone
10. dta.gov.au 1/ We collaborate with agencies to transform services so that they meet user needs
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12. dta.gov.au 2/ We create whole-of-government platforms to support service transformation
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14. dta.gov.au 3/ We develop policies and standards to help government transform services consistently
17. The answer isn’t in here…
18. …it’s out here
19. dta.gov.au Beware of projects with solutions in their name
21. dta.gov.au Technology is just one part of digital transformation.
22. dta.gov.au Three leadership implications
23. dta.gov.au 1/ Agile methods 2/ User centred design 3/ Organisational design
24. dta.gov.au Agile methods
25. dta.gov.au Agile is not just about: -Sprints -Scrums -User stories -Velocity / Going faster
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27. dta.gov.au Principles behind the Agile Manifesto: Our highest priority is to satisfy the customer through early and continuous delivery of valuable software.

29. dta.gov.au Principles behind the Agile Manifesto: Welcome changing requirements, even late in development. Agile processes harness change for the customer's competitive advantage.

31. dta.gov.au Principles behind the Agile Manifesto: Business people and developers must work together daily throughout the project.

32. dto.gov.au
33. dta.gov.au Principles behind the Agile Manifesto: The best architectures, requirements, and designs emerge from self-organising teams.

34. dta.gov.au Principles behind the Agile Manifesto: Agile processes promote sustainable development. The sponsors, developers, and users should be able to maintain a constant pace indefinitely.

35. dta.gov.au Organisation design
37. “Reinventing Government in the Information Age”. Heeks, R (editor). Routledge, 1999. p.41, Table 2.1
38. dta.gov.au - Team structures - Specialist roles - Work spaces - Diversity
 - Procurement
39. - Team structures Teams: - Service centred - Multidisciplinary - (Ideally) co-located - Self Organising
40. - Team structures Specialist roles, e.g. - Product managers - Service designers - User researchers - Content designers
41. - Team structures Work spaces: - Open plan for collaboration - Things on walls (allowed) - Flexible / team spaces
42. dta.gov.au
43. - Team structures Diversity - The ‘Canberra' effect - Tech + women - CALD - Accessibility
45. http://www.npr.org/sections/money/2014/10/21/357629765/when-women-stopped-coding
46. https://jvns.ca/images/guys-guys-guys-chart.png
47. - Team structures Procurement - Outcomes not features - More SMEs / specialists - Agile procurement
48. marketplace.service.gov.au
50. dta.gov.au User Centred Design
51. Louise Downe Head of Design Government Digital Service UK @LouiseDowne
52. Medicare Enrolment (noun)
53. Medicare Enrolment (noun) Getting a Medicare number for your newborn (verb)
54. Medicare Enrolment (noun) Getting a Medicare number for your newborn (verb) Accessing Australian health services as a Permanent Resident (verb)
55. A Service Model for Government
57. dto.gov.au don’t digitise the form if you can make it go away completely
58. dto.gov.au “Real user needs stay the same regardless of changes to policy, technology or existing services. You could say it’s a more future proof perspective” - Kate Tarling
59. dto.gov.au ‘A need is a necessity arising from a problem’ - Tomer Sharon VP, Head of UX at WeWork, Author of Validating Product Ideas
60. dto.gov.au The problems that government is involved in don’t tend to change much. And certainly not quickly.
61. dto.gov.au The services and content we need to create in response to those needs changes more quickly in response to environmental factors.
62. dto.gov.au Changes to policy, technology, politics, economy are environmental factors. They’re not the needs.
63. drawn by Naintara Land
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68. dto.gov.au 1/ Make the right thing 2/ Make it work for everyone
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70. dto.gov.au Whole of govt communities: - Service Design - Content Design
73. dta.gov.au Leisa Reichelt Head of Service Design leisa.reichelt@digital.gov.au @leisa