Presentation by Tony Browne, Head of Organisation Design, FutureGov

1. HELLO
LEADERS

2. What we mean
when we
talk about the
digital organisation
#digitalorg
@misterbrowne

3. WE ARE THE
DIGITAL AND
DESIGN
COMPANY
FOR PUBLIC
SERVICES
SERVICE
DESIGN
PRODUCT
DESIGN
ORGANISATION
DESIGN

4. Designing public services for the digital age 4
ALBANIA
UAE
MOLDOVA
AUSTRALIA
USA
Where we work
ARMENIA
INDONESIA
UK

5. THE WORLD IS
CHANGING.
FAST.

6. Designing public services for the digital age 6
21st century ‘digital’ services are
rapidly changing our expectations

7. Designing public services for the digital age 7
Public services
are beginning
to catch up…

8. Designing public services for the digital age 8
We have to
do better…TRULY
DIGITAL SERVICES
REQUIRE TRULY
DIGITAL ORGANISATIONS

9. Designing public services for the digital age 9
We have to
do better…
DIGITAL
ORGANISATION?

10. Designing public services for the digital age 10
We have to
do better…
APPLY THE CULTURE,
PRACTICES, PROCESSES &
TECHNOLOGIES
OF THE INTERNET ERA
TO RESPOND TO PEOPLE’S
RAISED EXPECTATIONS
- MIKE BRACKEN, 2016

11. THE
DIGITAL
ORGANISATION IS…

12. THE
DIGITAL
ORGANISATION IS…
>> USER-DRIVEN
>> RESPONSIVE
>> OPEN

13. Designing public services for the digital age 13
We have to
do better…NOW
LET’S TALK
ABOUT
WHAT THAT
REALLY MEANS…

14. Designing public services for the digital age
THE USER-DRIVEN ORGANISATION

15. Designing public services for the digital age
THE
USER-DRIVEN
ORGANISATION

16. Designing public services for the digital age
THE USER-DRIVEN ORGANISATION

17. Designing public services for the digital age
THE USER-DRIVEN ORGANISATION

18. Designing public services for the digital age
THE
USER-DRIVEN
ORGANISATION

19. THE RESPONSIVE ORGANISATION

20. THE RESPONSIVE ORGANISATION

21. THE
RESPONSIVE
ORGANISATION

22. Designing public services for the digital age 22
THE
OPEN
ORGANISATION

23. 23
THE OPEN ORGANISATION

24. “Visible” Network
“Hidden” Network
Jill Jack
Sian
Ellen
Teacher
Speech
Therapist
GP
Others
Police
officer
?
Client
Health
Visitor
Social
Worker
Child
Protection
Nurse
By allowing Agents to connect to a
client, Patchwork reveals who else is
working with that client - information
that can often take weeks to gather.
Reveal the hidden work
THE OPEN ORGANISATION

25. Designing public services for the digital age 25
THE OPEN ORGANISATION

26. SO WHAT KIND OF
PUBLIC SERVICES
COULD A
DIGITAL ORGANISATION
DELIVER?
A VERY HUMAN EXAMPLE…

27. Designing public services for the digital age 27
Meet Denise
Denise’s details:
• Diagnosed with ME aged 15
• Diagnosed with MS aged 24 while
forensic scientist
• Rapid change in circumstances
• Illness led to change in work situation,
need for support, need for housing
Has needed support with:
• Staying healthy
• Staying fit
• Getting somewhere (adapted)
to live
• Getting around
• Finding appropriate work

28. Where will I end up? Admin is so tiring Can’t I just pay someone myself?
I feel uncertain and
unsettled
Moving around the
house is hard…
I’m worried about
money - why is this so
complicated?
How am I supposed to
manage all my stuff?
Will anyone help?
I need some financial
help…
I need help moving in I need some adaptations
Call housing Call
Housing
OT
Assessment
Repairs
Scheduled
How easy and
accessible is the
new place?
Google Maps/
Citymapper/Uber
Friends helped out
with moving
I need a place to live…
Housing Benefit
Needs evidence of
disability
DeniseCouncilGPOther
Council Tax
Referred to
Referred to
Referred to
Denise could have been
referred back to the
council for a social
worker/OT but the doctor
didn’t know as no-one
told her.
Needs evidence of
disability:

29. Where will I end up? Admin is so tiring Can’t I just pay someone myself?
I feel uncertain and
unsettled
Moving around the
house is hard…
I’m worried about
money - why is this so
complicated?
How am I supposed to
manage all my stuff?
Will anyone help?
I need some financial
help…
I need help moving in I need some adaptations
Call housing Call
Housing
OT
Assessment
Repairs
Scheduled
How easy and
accessible is the
new place?
Google Maps/
Citymapper/Uber
Friends helped out
with moving
I need a place to live…
Housing Benefit
Needs evidence of
disability
DeniseCouncilGPOther
Council Tax
Referred to
Referred to
Referred to
Denise could have been
referred back to the
council for a social
worker/OT but the doctor
didn’t know as no-one
told her.
Needs evidence of
disability:NO!

30. Welcome to the
Finding a Place team.
How can I help? “I’m online as well.”
Confirm
finances
Find the right
property
I need a place
to live
Help with
logistics
Book removals
Arrange
adaptations
Or provide the
money
Refer on to
Provide choices
and arrange
Getting a job
team
Personal
shopping team
Simpler, user-centred journeys

31. Disability Services
Travel
Getajob
Findhousing
Insight (Quant + Qual)
Chief Digital Officer
Chief Data Officer
Commissioning and market
shaping
Community organisers
Contract managers
………………………………..
Service-orientated organisations

32. Designing public services for the digital age 32
Digital infrastructure
to make it all happen
>> User-centred
>> Mobile
>> Cloud based
>> Modular / SaaS
>> Data-rich
>> Integrated
>> Platformed

33. Designing public services for the digital age 33
Better for the people
who use services
For the people who
fund services
For the people who
deliver services

34. Who here
still has a
(little)
way to go?

35. HOW DO
WE GET THERE?

36. HOW DO
WE GET THERE?
BY BUILDING A
DIFFERENT KIND OF
ORGANISATION.

37. People
• Roles and skills
• Teams and structures
• Outside partnerships
• Incentives
• Culture and behaviour
Process
• Workflow
• Decision-making routes
• Performance Indicators
• Service Standards
• Learning rhythms and routines
Platform
• Service patterns and principles
• Software requirements
• Data and publication
• Device requirements
• Physical space
‘Digital’ makes demands of
all layers of the organisation

38. 38
People.
Process.
Platform.
For example…
>> more loosely connected structures which can
move apart and re-set as user needs change
>> analytics, user research, UX and service design
skills at the heart of service delivery
>> a prototyping mindset and a desire to be out there,
testing emerging solutions
>> creative problem-solvers who can influence formal
and informal partners to effect policy outcomes
>> adopt language that is user-centred and hire
content designers to help

39. 39
People.
Process.
Platform.
For example…
>> any front door is the right front door, your
organisation flexes and responds behind it
>> the Customer Service Board becomes the key
governance body within your organisation
>> process is minimised through the adoption of open,
collaborative design habits - not complex ‘sign offs’
>> regular retrospectives of projects, policies and
delivery to continuously learn and improve
>> hierarchy is minimised - decision-making becomes
more fluid and driven by user need

40. People.
Process.
Platform.
40
For example…
>> mobile tech allows your people to access all the
information they need, when/where they need it
>> data is open and easily routable to areas of need -
inside or outside your organisation
>> build marketplaces that allow an ecosystem of
outside partners to contribute to your outcomes
>> procure software which you can cost-effectively
flex and re-build as user/colleague demands change
>> repeatable service patterns and standards make it
easier to redesign services that meet user needs

41. SOMETIMES
THIS MIGHT MEAN
BUILDING A
NEW ‘ORGANISATION’
FROM SCRATCH.
AND WE NEED
TO BE OK WITH THAT.

42. Designing public services for the digital age
BECAUSE THIS STUFF
IS TOO IMPORTANT
TO LEAVE TO
SILICON VALLEY

43. SO LET’S
MAKE A START
Build an
Innovation Lab?
Initiate a ‘safe’
demonstrator project?
FROM SURVIVING TO THRIVING
Late last year, FutureGov, Lewes District Council and its
local partners kicked off a project to look at how Lewes
might better help people who are struggling financially,
particularly in the light of on-going welfare changes.
Since then, project team spent an insightful couple of
months in Lewes talking to frontline staff, community
advocates and, most importantly, people from low-income
households who are struggling financially and in need of
new forms of support to help them to make a step change
in their circumstances. We looked at how people are
coping in the current financial climate: Where are they
feeling the pinch? How effective is the support on offer?
What can be done to mitigate the challenges they are
facing?
The full report can be found at http://bit.ly/11QW7gB
FUTUREGOV
DEVELOPING NEW WAYS OF SUPPORTING THE FINANCIALLY VULNERABLE
IDEAS
PIPELINE
SUPPORTED
PROJECTS
COREPR
OJECTS
IDEAS PIPELINE
OPEN CALL FOR IDEAS
SIMPLE.CO CHALLENGES
HACKATHONS
CORE PROJECTS
IDEAS LAB
POP CASH
MONEY MANAGEMENT
CAB MENTOR SCHEME
SUPPORTED PROJECTS
FOOD + LAND SHARING
LIFT-SHARING
HERETO
IDEAS
LAB COMMUNITY
ORGANISER
Train your workforce in
‘digital’ ways of working?

44. THANKS!#digitalorg

45. Now for
some debate…