Following the customer:what new public sector

knowledge workers might want- a personal view

William PerrinIA09

6 July 2009 QEII Centre London

Team Obama move to the Whitehouse:

‘"It is kind of like going from an Xbox to an Atari,"

Obama spokesman Bill Burton said of his new digs.’Washington Post 22/01//09

‘What does that mean in 21st-century terms? No Facebook to communicate with supporters. No outside e-mail log-ins. No instant messaging. Hard adjustments for a staff that helped sweep Obama to power through, among other things, relentless online social networking…. security regulations forbidding outside e-mail accounts.’Washington Post 22/01//09

Follow the customer

• Traditional customer changing very fast as web working becomes pervasive outside the public sector office

• Can information assurance and human resource policies keep up?

‘Deliver for the customer, and you will survive.’Sir Terry Leahy, Tesco

Minister for the Civil Service

‘the policy process is a bit like building a Morgan in Malvern: a handful of people taking years to create a beautiful, hand-crafted model…but surely the future is to be more like a Toyota made in Derby, modern tools, modern processes, high-speed development and delivery.’

Tom Watson MP

(Minister for the Civil Service)

IPPR, 2007

"will make the man in Whitehall redundant".

He said a Conservative government was committed to using technology to give people more power over their lives and to scrutinise and choose public services.....Do we embrace the new culture of openness, transparency and interactivity? Do we respond as if we, too, were 'born digital'? Or do we stick with the same clumsy, controlling tactics of a tired political system

Adam Afriyie MP

Conservative Shadow Minister for Innovation, Universities and Skills

Guardian Activate09

Reported in Guardian

‘David Cameron and I meet…..the founders of Google and two of the most creative people I've come across. ‘We talk about the contrast between their world and the world of government, stuck as too much of it is in a bygone bureaucratic age’.

George Osborne MP

Observer 25th May 2008

Publishing 154 years ago….

Northcote-Trevelyan report – foundation of modern civil service

Command Paper

Crest

Generally un-engaging, huge process behind the scenes

Publishing today…..

Crest reassuringly prominent

Still hard to get excited

Command paper

Report about radically new ways of publishing information………..

154 years – little progress

Processes still paper driven, in lock step with Parliament, publication in big lumps at long intervals

Compartmentalisation

Email culture’s tangled web• Contained networks that die

silently as originators move on

• Tangled information flows - duplication and waste

• Self fulfilling and perpetuating

• Practice embeds ‘knowledge is power’

• Artificially increases price of information, inhibiting its use

• Audit difficult

Blackhall – metonym for modern ways of working in Whitehallhttp://tinyurl.com/r4f8drhttp://wperrin.blogspot.com

Whitehall to Blackhall

Power of Information project and Command Paper Done in Basecamp$24 a monthUnlimited users, 15 projects, 3GB storage

Ministers blog publishing policy in real time…..

Meeting blogged before I got back to my desk

Consultation in demotic, online language

43 responses in 24 hours

Willperrin@tomwatson that will be government 2.0 then – possibly a first for minister-civil servant communication via twitter

Tom_watson

@willperrin Shh. Don’t tell anyone. Otherwise someone will commission a guidance note

Google HMT Files Google Home Office files Google Birmingham City Council files

Open up our space

Large green zones in every building for collaboration with all

comers

Tiny red zones for security

Pervasive ‘secure enough’ wifi in SW1 and other government

clusters

Eg The Hub Kings Cross – heritage building – modern flexible working

‘I’m very out of office…….’

“Fleet Street”“The City”

“Whitehall”

?

Questions and Discussion

Blackhall – metonym for modern ways of working in Whitehall

http://tinyurl.com/r4f8dr

http://wperrin.blogspot.com