Next Gen Government - Day 2 Takeaways

A small edit to the Waterforms International Water Vortex while waiting for departure at Canberra Airport. Somehow it feels appropriate for this post... See quote at the end.

These are some random thoughts I'm taking away from the second day of sessions at #NexGenGov in Canberra. These mostly relate to our current Department issues/projects rather than a comprehensive report on what was said - or who said it.

Innovate on service delivery not technology. 

Focus on customer events, circumstances, their journey...

Identify services with the highest impact. 

For many external clients (and even staff) your website 'landing page' is the Google search results page. 

The Department has Google+ pages for all schools and this has been very effective.

How might we influence/customise Google search results for the Department's main public online web and other online spaces? How could we use Google Ads and APIs?

Does current navigation make sense to the user when they drop deep within our website/CMS from an external search engine?

Need for a rethink...

The 'Internet of Your Things' offer opportunities to rethink aspects of service delivery.

Microsoft view.

Young people (including young adults) do not generally go to a government website for help.

How do we reach out to this group? Go to the platforms and places used by your intended audience.

Social media? Which platforms are being used by your intended audience? What value can you bring?

Gamification? Mobile Apps?  See Party for Your Rights.

The notion of a 'one stop shop' may become the 'one stop pop-up shop'.

Proactive Organisation - provides a product or service when it is needed rather then after it has been requested... 

Innovation SPRINT - 10 days - Discover, Define, Develop Ideas, Deliver Alpha.

Trans-departmental teams, design thinking, blue-sky thinking by 'digital natives'.

Leave space in thinking, processes and solutions/products for innovation.

Drive rapid iteration.

Overcome the fear of failure - "fail fast, fail cheaply".

3 steps to making 'good mistakes'

1. making mistakes after due care and attention

2. acknowledging mistakes

3. not repeating mistakes

Common current drivers are fear and hope - fear of disruption/disconnection/disengagement - hope for transformation.

Launch Alpha to selected audiences - even public- and then move to 'perpetual beta' or launch Beta and then move to ongoing interative development.

Gartner predicts 75% of digital organisations will 'build' not 'buy' by 2020.

See the US Digital Services Playbook - "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”...  "

Social Media

Think about archiving social media - have information management policy/procedures for social media. Think about minimum meta tags for social media.

See Tasmanian Government Information Strategy Unit and  guidelines.

See national Digital Continuity 2020 Policy and actions/dates.

Open Source, Open Data, Open Culture, Open Government

Open source is about much more than software. 

Tasmania has a new Open Data Policy. 

In what ways are we benefitting from and contributing to the staten national and globalopen agenda?

During 2016 the Department will be seeping its adoption of Creative Commons Licensing. How might this facilitate a more open culture and enable changes in service delivery?

AI, natural language and the user interface

How far away is a Siri/Cortana user interface for organisations?

"What can I help you with?"

Digital Identity and Authentication

Biometrics is delivering higher confidence authentication

eg RealMe photo/video, Australian Tax Office voice

One identity and login for multiple government services...

Watch MyGov, MyTax, My Health Record over the next few months and years...

Google ID, Apple ID, Facebook Connect... are already international IDs and logins.

Blocks to innovation and faster development.

A focus on fully tested perfect solutions delivered years into the future.

A focus on how to monetise assets rather than what we can do that's best for citizens/clients.

Being risk averse about privacy and security issues rather than using 'Privacy by Design' principles, getting it right, and then moving on. 

"Silicon Valley is a state of mind not a place."

“If the rate of change on the outside exceeds the rate of change on the inside, the end is near.” ― Jack Welch