aviv katz, co-head of service design, innovation unit
Post on 13-Jul-2015
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Innovation in public services: technologies for people
Aviv Katz, Partner and Head of Service
Design
Innovation Unit
Technology in
search of
transformation
Innovation in public services: technologies for people
• “We need an app for this…”
• “This would be so much simpler online…”
• “It’s the best way to grow choice and
personalisation”
• “I spend 80% of my time in the office and only
20% supporting offenders”
• “Kids have enough screen time as it is, they
don’t need it at school”
• “No chance… my clients don’t use the internet”
Technology to transform
Innovation in public services: technologies for people
Technology to transform
• Technology is currently unilateral- Enables professionals/clinicians to do what they do more efficiently
- Enables users to connect and organise with other users
Innovation in public services: technologies for people
Technology to transform
• Technology is currently unilateral- Enables professionals/clinicians to do what they do more efficiently
- Enables users to connect and organise with other users
• Technology is currently engineered- Technology is developed through large-scale, rigid processes
- Development is directed by professionals/clinicians
Innovation in public services: technologies for people
How can we unlock technology’s
transformative potential
Innovation in public services: technologies for people
MarkMark has a history of schizophrenia,
severe mental illness and heavy
reliance on acute mental health
services. Throughout his life he lacked
the self-confidence and motivation to
leave the house.
He attends a day centre for people with
mental health issues where he feels
looked after. He has very low self-
esteem and modest aspirations for
himself.
Innovation in public services: technologies for people
JennyJenny works in a charity that
supports people with learning
disabilities and mental health issues.
She likes to use technology for
personal use but not at work.
She feels that her work and
responsibilities are interpersonal in
nature, and is suspicious of the idea
of substituting face time with screen
time.
Innovation in public services: technologies for people
DianeDiane is a commissioner of adult social
care services at a local authority. The
budget she oversees has shrunk by
40% in the past 2 years and the outlook
for the next few years is bleak.
She wants to invest in preventative
activities that would enable
communities to be more resilient and
self-sufficient but has no data or
evidence with with to make a business
case.
Innovation in public services: technologies for people
AminaAmina recently gave birth to her first
son. Her family live abroad and she
is overwhelmed by the changes to
her life. She is ashamed to admit
that is depressed and alone and tries
to put on a good show when the
health visitor comes around.
She was told that the children’s
centre has activities for babies but
feels like she is afraid of going there.
Innovation in public services: technologies for people
Opportunities for technology to transform public
services exist across all levels of the system:
How we learn about people’s needs and
assets
Innovation in public services: technologies for people
Buckinghamshire
Prevention Matters
Bridging formal, professional
networks and informal,
trusted networks through
targeted conversations with
communities, families and
vulnerable adults
Innovation in public services: technologies for people
Buckinghamshire
Prevention Matters
Diane has access to new data
collected by staff on the impact of
preventative, community-based
activities that support vulnerable
adults.
She can make a case for investing in
community-based and volunteer-led
activities that defer or prevent onset
of significant care needs.
Innovation in public services: technologies for people
Opportunities for technology to transform public
services exist across all levels of the system:
How we learn about people’s needs and
assets
How we grow opportunities for co-production
Innovation in public services: technologies for people
Certitude• Online tool to support isolated people
to try new things
• Actively shapes offers in the
community to meet the needs and
aspirations of people with mental
health issues
Innovation in public services: technologies for people
Community
connectors• Connect&Do helps Jenny to focus on
service users’ assets and aspirations,
and build their confidence and skills
online
• She develops coaching relationships,
setting targets and growing
independence
• As a Community Connector she is
building new relationships with local
businesses and organisations
Innovation in public services: technologies for people
Opportunities for technology to transform public
services exist across all levels of the system:
How we learn about people’s needs and
assets
How we grow opportunities for co-production
How we grow communities and peer-support
Innovation in public services: technologies for people
Mum’s Power• Empowering women
through timely access
to clear, simple
information
• De-medicalising the
process by promoting
‘social pregnancy’
• Growing midwives’
facilitative role
Innovation in public services: technologies for people
Mum’s Power• Putting social relationships
back into maternity – away
from dominant medical model
• Bring mums together to create
supportive networks
• Create group access to
midwives
• Transform how maternity
services are organised
Innovation in public services: technologies for people
Technology to transform
• Technology is currently unilateral
Technology can be collaborative- Changes relationships and enables users and professional to work
together in new ways
- Is collaboratively designed and owned
- Enables users to make informed choices
Innovation in public services: technologies for people
Technology to transform
• Technology is currently engineered
Technology can be co-designed- Invites users and professionals to take part in designing, prototyping
and modifying
- Is open and accessible
Innovation in public services: technologies for people
Final thoughts• Spend more time understanding the challenge and the
context
• Use development process to build empowered and
connected communities
• Pay as much attention to designing the journey of building
awareness, confidence and skills as you do designing the
technology
• Open data whenever possible
Innovation in public services: technologies for people
Final thoughts• Realise the potential of technology initiatives to grow high-
level outcomes
Communities
Wellbeing
Practical support
Choice
Control
Independence
Confidence, skills
and knowledge
Better
access
Empowered and
Enabled
Relationships
TECH
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