Conquering Complexity: Mindset & Tools for Growing Public Design Capability & Capacity
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The document discusses the need for public sector organizations to adopt a complexity mindset and utilize service design tools to enhance their capabilities and capacities for better citizen engagement. It emphasizes the pervasive nature of complexity in government and the importance of aligning services with citizen needs to create effective outcomes. The authors also highlight the significance of collaboration, training, and community involvement in growing design maturity among public servants.
Conquering Complexity: Mindset & Tools for Growing Public Design Capability & Capacity
- 1. Conquering Complexity Mindset and tools to grow public sector design capability & capacity. Service Design in Government | London, UK | March 19, 2015 Jess McMullin, the Centre for Citizen Experience @jessmcmullin Alex MacLennan, Government of British Columbia @admaclennan #sdingov
- 2. Introductions 0 1 2 3 4 5
- 3. Why are we here today? A journey.
- 5. @jessmcmullin 1996 2003 2009 “What happens if we think about the citizen experience the same way and with the same tools that we think about the customer experience? Where would that take us?”
- 6. @admaclennan Executive Director Strategic Design & Transformation Government Communications & Public Engagement
- 7. The BC Service Design Team
- 8. And how about you?
- 9. Thank you.
- 10. The rising storm of complexity. 0 1 2 3 4 5
- 11. Complexity Impacts All of Us Photo:&Covenant&Health&www.covenanthealth.ca&
- 14. Multiple globally interconnected reasons for price collapse
- 15. “None of us live in isolation from the impacts of an increasingly complex world.
- 17. Government everywhere faces complexity
- 18. Change can be ugly. Photo: Whologwhy www.flickr.com/photos/hulagway
- 19. Change is hard Photo:&Elmira&College&CC:BY&h?ps://www.flickr.com/photos/elmiracollege/5037561248/&
- 20. Change is unavoidable. Photo:&Sashafatcat&CC:BY&h?ps://www.flickr.com/photos/sashafatcat/3478507431&
- 21. We must navigate complexity to create change in our organizations.
- 22. Change isn’t just about organizations.
- 23. It’s about changing ourselves.
- 24. Recap
- 25. 1. Complexity is pervasive, and fractal. 2. Governments need to change in order to confront complexity. 3. Change is often challenging because we are unearthing the decisions of those who went before us. Shiny new ideas take us back in time. 4. We must not only change our organizations, but also ourselves. 0 1 2 3 4 5The rising storm of complexity.
- 26. Seeing & responding to complexity. 0 1 2 3 4 5
- 27. Not seeing complexity is risky. Photo:&CC:BY&darkday&h?ps://www.flickr.com/photos/drainrat/15241612721&
- 28. Imagine you are hanging from the overhang of a very tall cliff… With no tools. No rope. No gear. No harness. Photo:&CC:BY&Akuppa&flickr.com/photos/90664717@N00/92297058&&
- 29. WE NEED TOOLS TO CONFRONT COMPLEXITY
- 30. SAF:THE SERVICE ARCHITECTURE FRAMEWORK A tool for seeing complexity
- 31. A new way to see complexity
- 32. BC Natural Resource Sector
- 33. 5 Layers
- 39. Part of Colombia’s Service Architecture
- 40. Some of Colombia’s Design & Innovation Team Angélica – follow @huracangie SanWago&
- 42. Experience: Real World Research
- 43. Touchpoints: Channels + Interactions
- 44. Delivery: Operations & Process
- 46. Foundations: Decisions - Policy, Strategy, Standards, Legislation
- 48. Mandate: Cultures, Norms, Values
- 51. ALPHA
- 52. Similar Information to a Service Blueprint Organizational Reason for Change Organizational Context for Change
- 53. Presto is great, but…
- 54. Healthcare.gov
- 57. The Act Doesn’t say Anything About it
- 58. Where are the risks and opportunities across your service architecture?
- 59. Who do you need to work with to look at all the parts of your service architecture?
- 60. SERVICE ARCHITECTURE ALIGNMENT What happens when..
- 61. Policy Confusion
- 64. Aligning Policy to Service Delivery
- 65. Aligning Services & Policy to Outcomes Service Delivery Drives Outcomes
- 66. Recap
- 67. Seeing & responding to complexity. 0 1 2 3 4 5 1. We need to be able to see, anticipate, and work with complexity in government 2. The Service Architecture Framework is one tool that helps us see complexity. 3. Government must draw on citizen needs to create government capabilities. 4. Successful projects align interests, effort, and influencers across the layers of service architecture.
- 68. Living it in the real world. 0 1 2 3 4 5
- 71. Field Research
- 75. Finding Patterns
- 77. Explore New Service Concepts
- 78. Prototype New Service Concepts
- 82. “ That means government must carefully consider how to design services that truly add value for people...Simply having a digital service does not equal efficiency.! ! Understanding and delivering value to the public is where we must begin.” Digital Services Consultation
- 84. Zapopan
- 86. There were just four offices for 2M
- 90. 90% of Population within 3km of kiosk
- 91. BC PUBLIC SERVICE “DRAGON’S DEN” Case Photos&courtesy&Ministry&of&CiWzens’&Services&and&Open&Government,&2011&
- 93. Commit teams for a 1-week intensive & bring a real business problem
- 94. Identify users
- 95. Understand needs
- 96. Map journeys
- 97. Generate ideas & identify opportunities
- 98. Pitch ideas for pilot funding h?p://www.flickr.com/photos/xeeliz/5560086459&
- 101. Fieldwork
- 102. Complex to get restraining order
- 105. Map Policy Options Impact to Future Journey
- 108. • Origami
- 109. New Service Concepts for Integrated Delivery
- 110. And plans, strategy, principles for future offices & current offices
- 111. Recap
- 112. Living it in the real world. 0 1 2 3 4 5 1. Projects can focus on different areas of the service architecture framework. 2. The important part is being aware and making connections for your extended team. 3. Most of these projects are the highlight reel of 5 years of sustained effort. This did not happen overnight.
- 113. Growing capability & capacity. 0 1 2 3 4 5
- 115. Design Maturity
- 117. We can’t conquer complexity alone. Photo:&CC:BY&Maalokki&www.flickr.com/photos/maalokki/2688733443&&
- 118. Citizens @ the Centre
- 120. Digital Services Consultation “ That means government must carefully consider how to design services that truly add value for people...Simply having a digital service does not equal efficiency.! ! Understanding and delivering value to the public is where we must begin.”
- 121. A UX Library For All Ministries
- 122. BC UX Toolbox
- 123. BC Service Design Playbook, Alpha
- 124. BC Service Design Patterns, Soon
- 125. Training, Events, Local Community
- 126. Most of All: Projects & Practice
- 127. The Hogwarts Moment
- 128. “The Hogwarts Moment: When a public servant realizes they already are a designer…
- 129. TEAMS Growing
- 131. Service Designer + Program Area
- 133. The Gov Whisperer
- 134. The Extended Team
- 135. The Champion & The Sponsor
- 136. Recap
- 137. Growing capability & capacity. 0 1 2 3 4 5 1. We can’t do this alone. 2. Design maturity: style to framing. 3. We grow capacity through resources, training, and most of all involvement in projects. 4. This gives us the Hogwarts Moment where public servants realize their design potential. 5. Teams need all the pieces, and people.
- 138. Some final thoughts. 0 1 2 3 4 5
- 139. “Individual heroics cannot substitute for lasting systemic change.
- 140. CHALLENGES It’s not easy living change
- 144. ONE LAST STORY Stars
- 145. Photo:&hokulea.com&
- 146. I need your help for this last part…
- 147. Please Get Out Your Mobile Phone
- 149. 1…2…3…
- 151. THANK YOU!
- 152. Stay in touch! Jess McMullin, the Centre for Citizen Experience @jessmcmullin jess AT ctzn DOT ca www.citizenexperience.org Alex MacLennan, Government of British Columbia @admaclennan alex DOT maclennan AT gov.bc.ca #sdingov