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Deloitte Digital Copyright © 2015 Deloitte MCS Limited. All rights reserved.
GOVERNMENT’S DIGITAL ERA OCIO Connect 7 October 2015
Deloitte Digital Copyright © 2015 Deloitte MCS Limited. All rights reserved.
EXPONENTIAL PACE OF TECHNOLOGY CHANGE Technology eras are characterized by connectivity and exponential growth
Technology core
Technology enablement
Technology collaboration
Technology engagement
Digital Exponential
• Mainframes • Distributed
terminals • Core
computing
• Office computing
• Mini-computers
• Word processing
• Spreadsheets • Home
computing
• PC revolution • Network
computing • Email • Relational
databases • Client-server
applications
• Internet revolution
• Browser wars • Customer
engagement • Intranet
applications • broadband
• Mobile smartphones
• Tablets • Cloud
computing • Big data –
analytics • Social media • Wearables
• Sensing • Home
automation • Smart cities • Digital money • 3D printing
1970 1980 1990 2000 2010 2020
Deloitte Digital Copyright © 2015 Deloitte MCS Limited. All rights reserved.
DIGITAL DARWINISM
Deloitte Digital Copyright © 2015 Deloitte MCS Limited. All rights reserved.
A DIFFERENT SERVICE DESIGN MINDSET
identify operational goals
Build operational systems
create concepts
understand customers create concepts
fit concepts to customers
Deloitte Digital Copyright © 2015 Deloitte MCS Limited. All rights reserved.
GROUNDHOG DAY
Deloitte Digital Copyright © 2015 Deloitte MCS Limited. All rights reserved.
POLL 1: BARRIERS TO DIGITAL TRANSFORMATION What do you think is the biggest barrier to digital transformation in your organization? 1. No reason to change 2. Technologies are too hard 3. Culture is stuck in an analog age 4. Legacy ICT can’t be adapted 5. Don’t have the skills and/or leadership 6. Our procurement only lets us buy old-
school services
Deloitte Digital Copyright © 2015 Deloitte MCS Limited. All rights reserved.
PERSISTENT BARRIERS TO DIGITAL ADOPTION Insulation from Change
Legacy
Culture
Fiduciary Rules from a More Stable Age
Talent and Leadership
Deloitte Digital Copyright © 2015 Deloitte MCS Limited. All rights reserved.
NEVER LET A GOOD CRISIS GO TO WASTE
Deloitte Digital Copyright © 2015 Deloitte MCS Limited. All rights reserved.
POLL 2: DRIVERS FOR CHANGE What is the biggest driver of digital transformation in your organization? 1. Cost / budget pressures 2. Federal / central directives 3. Customer / citizen demand
Deloitte Digital Copyright © 2015 Deloitte MCS Limited. All rights reserved.
DRIVERS FOR CHANGE
37% 64%
38%
24% 14% 11% 12%
Global Canada
Customer/citizen demands Cost and budget pressures Federal/central government directives Others
Improving the customer/citizen experience and transparency are the biggest drivers of transformation in Canada
Globally only 13 percent of organizations with “improving citizen experience and engagement” as a digital objective, actually involve citizens in co-creating digital services
Deloitte Digital Copyright © 2015 Deloitte MCS Limited. All rights reserved.
CULTURE Budgets follow existing organizational siloes
Keeping the lights on is more important than transforming
The most influential people are the policymakers
Steady progression by avoiding risk: the normal career path
Programs are only funded when they are planned to death
Deloitte Digital Copyright © 2015 Deloitte MCS Limited. All rights reserved.
INTERVENTIONS THAT CHANGE CULTURES
Deloitte Digital Copyright © 2015 Deloitte MCS Limited. All rights reserved.
USER FOCUS AT TRANSPORT FOR LONDON Conor Maguire, Mobile Programme Lead
Deloitte Digital Copyright © 2015 Deloitte MCS Limited. All rights reserved.
Loosely Coupled
Operations Design
Thinking
Cultivate Talent
Start-ups & Technology Innovators
Expand Ecosystem
Community & Crowd
Leveraged Assets
Agile Delivery
Empowerment
Digital Culture
Organise around
Challenges
Positive Fail & Learn
Working Environment
BUILDING A DIGITAL CULTURE
Deloitte Digital Copyright © 2015 Deloitte MCS Limited. All rights reserved.
LEAN, AGILE, USER CENTERED DESIGN There is no rulebook, no “perfect” method – just a set of values that matter
SHAPE DELIVER SCALE
Frame the Solution
Refine Business Challenge
Prototype Experience
Refine Experience
Develop
Embed Experience Principles
Run and Optimize
Develop team
Manage Priorities and Risks
Realize Benefits
Research Test Learn
Deloitte Digital Copyright © 2015 Deloitte MCS Limited. All rights reserved.
GOVERNMENT’S JOURNEY TO DIGITAL Published 5 October 2015
http://dupress.com/industries/public-sector/
How do various nations view the shifting global trends and what does the future look like for digital technology in the public sector? This new report examines how digital technology is fundamentally transforming the way the public sector operates and delivers services to customers, and offers strategies for government leaders to accelerate the rate of their progress.
Deloitte Digital Copyright © 2015 Deloitte MCS Limited. All rights reserved.