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Reinventing public servicesthrough digital channel shiftUsing lean methods and the wisdom of the start-up to deliver improved public service outcomes
6th December 2016Julian Howison, [email protected]
© Arrk Group 2016
www.arrkgroup.com
Day job Culture Governance processes Financial constraints Organisational inertia Political interests ( internal and external ) Legacy systems / processes Skills and experience Etc. . . . .
Barriers to ‘transformation’
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Focus on outcomes that meet needs Be lean not just agile Nurture bottom-up and top-down Don’t just re-skin, rather re-invent Make use of proven methodologies Adopt best practice start-up behaviour Use external help to inject energy and momentum
Use a time-boxed discovery to accelerate change
A lean approach to improved outcomes
© Arrk Group 2016
www.arrkgroup.com
Improving local government service outcomes Researched needs, translated these into desired outcomes
Built collaborative, cross-functional teams Made maximum use of lean methods Were ambitious, aimed to re-invent the service Had a digital by default philosophy Created a start-up energy / enthusiasm Had some fun, broke some eggs Used a time-boxed discovery method as key accelerator
Case study
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EmbArrkTM : time-boxed lean discovery
GDSPhase 1
discovery
GDSPhase 2alpha
GDSPhase 3
beta
GDSPhase 4
live
EmbArrkTM
agile@arrkTM
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EmbArrkTM : the process
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EmbArrkTM : user needs analysis
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EmbArrk : reinventing service flow
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EmbArrkTM : rapid service design
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EmbArrkTM : user validation
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Policies that support re-inventive change Supportive leadership and a permissive culture The right people with the authority to decide Don’t trust the ’internal experts’ - go look see Training and coaching Resources
Prerequisites
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Focus on Customer (citizen) need / purpose Go look see Value stream alignment Reduce uncertainty by aiming to fail fast Do less, do it now Smallest possible increments Minimise waste
Lean principles
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Strategic design Service discovery / design Service digitisation Low-level business process re-design Business case preparation
Where we’ve used EmbArrkTM
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User first Clear focus on outcomes that meet needs Rapid mobilisation, create momentum Enthuse and energise people Time-boxed, focused, collaborative Quickly define the ‘end in mind’ Build stakeholder buy-in Create a team of evangelists Identify quick-wins Cost-effective
Benefits
© Arrk Group 2016
www.arrkgroup.com
Focus on outcomes that meet needs Be lean not just agile Nurture bottom-up and top-down Don’t just re-skin, rather re-invent Make use of proven methodologies Adopt best practice start-up behaviour Use external help to inject energy and momentum
Use a time-boxed discovery to accelerate change
A lean approach to improved outcomes
© Arrk Group 2016
www.arrkgroup.com
