give them enough food and arms and the people will have trust in you. if you have to give any up,...
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Delivering better services and a better relationship with citizens: challenges for the next decade
Geoff Mulgan, Hong KongNovember 2010
Give them enough food and arms and the people will have trust in you. If you have to give any up,
give up the food and arms ... when there is no trust the common people will have
nothing to stand on
Confucius
A century of public services – as the key to trust
In the West, over 30 years of reform to improve efficiency – responses to the fiscal and trust crises of the 1970s
Privatisation, deregulation, marketisation, agencies, new public management, performance management, targets , service guarantees, incentives....
The delivery model, partly drawn from manufacturing: linear; precise specification; economies of scale and scope and flow ....
What happened?
Trust crises were contained but not solved.
The public remained sceptical; efficient governments weren’t necessarily loved.
So what can be done?
The relational state
– addressing the quality of the relationship with citizens directly , with engagement, feedback, co-design, co-
production and continuous improvement and innovation
1.
•Automation where possible ....
Tax, licensing, fines, applications, self-diagnosis and management,
border controls, utilities, policing...
2.
•But one to one relationships where necessary ...
Personal advisers, teachers and coaches
with higher skills and more time in more
personalised services
3.
•Transparency – information outside as the default
Public contracts, milestones, deliverables all on the web – to improve performance, reduce waste and corruption
4.
•Public service as platform rather than deliverer
Sundhed in Denmark – promoting self-management in health and saving
money
The School of Everything – a platform linking teachers and learners but with no involvement of schools and colleges
Spice – a platform enabling people to exchange time
5. • Collaborative public
service – open to society and business
Mobilising the community to help with care
Social Entrepreneur in Residence (SEiR) accelerating design and
spread of better ways to cut obesity, smoking
"Government 2.0 … represents a fundamental shift… toward an open, collaborative, cooperative arrangement ….“
Australian Government 2.0 Taskforce
http://groups.google.com.au/group/gov20canberra
6. • Ultra local (as well as
global)
Neighbourhood websites becoming key tools for organising public services, engagement, self help
Smart travel schools projects and others promoting walking, local activity
7. • Government that’s
skilled at relationships
Google’s personnel and incentives policy
Patient Opinion : feedback to hospitals, doctors and nurses
Website that tells people what happened; what others are saying, positive as well
as negative feedback
8. • Embedded
innovation
1 Prompts
2 Proposals
3 Prototypes
4 Sustaining5 Scaling
6 Systemic change
Innovation made natural and normal –
extending R&D from science and technology to services, processes
and governance
A new generation of innovation funds – focused on services, improving relationships as well as delivery
Stimulating Innovation
Prototyping
Challenge prizes
Small business research
Removing barriers to innovation
Payment by outcome
Health impact partnerships
Adapt and Adopt
Investing in Innovation
Staged grants and investments using loans, equity, quasi-equity
Dragon’s Lair models
£220m Health Innovation Funds in the UK
September 2010:
70 billion Euro to be invested in social, public and technological innovation – ageing, carbon reduction, youth
9. • Employees and the
public as participants not bystanders
NATO’s Policy Jam
3,800 people with expertise or interest in trans-Atlantic security issues from 124 countries logged in over five days for thematic conversations led by senior officials and scholars in Europe, Russia, China and the United States.
Produced recommendations that call for NATO to develop a civilian arm and the European Union to create its own intelligence agency.
4,000 participants
10,000 logins124 countries
5 days10 streams
26 online hosts75 facilitators
“We have grown used to the centre taking more and more of the decisions, despite the fact that in almost all cases the knowledge,
expertise and experience required to inform those decisions are at the
edge.”
Beth Noveck, author of Wiki Government and Deputy CTO, Open
and Transparent Government, The White House
10.
• More rigorous assessment of what works and use of knowledge for smart targeting
11. • New measures of
success
What gets measured:...
• Patient satisfaction as well as health outcomes
• Fear of crime as well as crime
• Wellbeing as well as GDP
•Social wealth as well as economic wealth
Proportion of Americans with no-one to talk to about important things
200425%
198510%
12. • Able to act fast and
slow to sustain a strong relationship
Speed in crisis to preserve public confidence
Speed of testing, piloting – to accelerate learning
Slow and steady at cultural change, systems change
Always explaining why as well as what
The relational state – addresses the quality of the
relationship with citizens directly, and manages relationships
alongside delivery, strategic goals and performance
Where next - adding the relational dimension -
Feedback rich services with co-design and co-production
To get there – conscious innovation and experiment
Ethos of collaboration with the public – service with as well as service to
Thank you!