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Smart Government New Zealand 2011

Beyond dialogue to co-creation Collaboration for service delivery, legislation and policy development Leverage the participation of stakeholders in the interest of co-creating social resources? Lessons learned – successes and failures.

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Participation 1.0 Participation 2.0

Information

Consultation

Participation

Source: adapted from OECD (2001)

Guide to Online Participation, http://participation.e.govt.nz

Colleague, Dr Joanne Caddy from OECD, developed this model to describe the three elements of public engagement in a Web 1.0 and a Web 2.0 environment: Describe participation 1.0 Information: email alerts, websites Consultation: online forms, consultation Participation: discussion forums, shared workspaces Participation 2.0 Information : RSS feeds, tag clouds, webcasts Consultation: blogs, online polls, online surveys Participation: e-petitions, mashups, wikis, virtual worlds

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> Feedback/consultation

Engage at the beginning

Get involved

Don Lenihan, Vice president Engagement, Public Policy Forum Canada Lynelle Briggs CEO of Medicine Australia From Co-Design Toward a New Service Vision for Australia •Co creation (co-design/co-production) is more than asking for feedback or undertaking consultation and satisfaction surveys •Engage individuals or groups from the beginning to the end of the process •Get involved in the design This is not a new concept. UK Design Council I visited in 2006; also pushed that concept here at NZ State services. Applied in practice with an all-of-govt programme – multi-discipline approach. Gradual changes It’s quite possible to spend a very little amount of money and still get very big returns and I think that we should at this time be focusing on those sorts of characteristics. James Gardner, CTO at Dept for Work and Pensions UK in Feature: Driving Innovation Civil Service Live network.” Small, incremental innovation – numbers add up to big transformational change. Political will – more with less.

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The Co-Design article referred to the new information technologies in its critical role to reshape the thinking and practice around delivering government services. Consider the communication tools that we have used over time Stagecoach – between villages and towns to deliver supplies and letters Telephone – conversation between two people Satellite - global communications Social networking tools – no longer reliant on Web masters; can now create our own content and share. Christchurch earthquake – used mobile phone to take footage that news then relied on; went onto Facebook to get update news to correspond with other news coverage

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SafeAs road safety

Police Act engagement

Some early examples SafeAs - road safety campaign - Forum Participants response Deliverables Policy Act engagement Innovative approaches to get public views on a new Act Community told us – we want practical examples. Examples are usually below the radar. Search in your own communities. Speak to the frontline.

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Transparency

Right questions

Trust

Interaction

Principles

Conditions that are still valid today Reference David Hume’s early work on feedback. Building trust Be transparent about how information from engagement will be used Moving from engagement to decision making – everyone as much as possible should be working from the same basis of information. Frame the issue so people can come to grips with the core elements quickly. Create the right questions – very difficult but critical process. Questions need to be tested in the context where they are going to be asked. Trust takes time to build – with bad experiences, people likely to be cynical. Once able to air concerns and they begin to see behaviour that reassures, they become constructive. SafeAs allowed comments to go up without being viewed by a moderator first. Suggested the posts would not be censored by public servants. Interaction between people matters most, not interaction between people and their machines. This means technology is secondary to the principles of engagement. Core principles that last: Clarity – be clear Respect: show respect for contributions, perspectives, values and prerogatives Confidence and commitment: building confidence as a basis for commitment. Creativity: new tools mean new approaches. Inclusion – go to where people are Accountability – everyone is accountable Achievement – make a difference: strive for, building on and celebrate achievements

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Vision

Energy

Perspectives

Communications

Mandate

Results

Vision – what do you want to achieve? Steps to get there. NZ known as a pioneer; we’ve now been overtaken by other countries. Energy is needed – to work through barriers, maintain momentum, adapt. Police Act Wiki (for example): an open environment seeking public ideas on what could be contained in a new Police Act; monitoring input from once or twice during the day, to 4 staff monitoring due to high demand. Need to build momentum and maintain. If one champion steps out, need new to step in. Involve different perspectives – multi-disciplinary approach to engagement, co-design What are the touchpoints that affect people’s experience of State services? E.g Drivers of crime. Communications – how we communicate is critical; address expectations (eg “drafting naked”) A mandate to prototype new approaches to improving services, legislation and policies is necessary. Seek a guardian angel to give permission and recognise the insights and expertise. Managing for Joint Outcomes – connecting up the horizontal and the vertical Ryan, Gill, Eppel, Lips, Victoria University of Wellington Results – we need to demonstrate progress. Simple yet as Joanne explained to me – the OECD way – need to demonstrate results along the way even though a significant change is required. Small, incremental innovation – numbers add up to big transformational change.

Political will – more with less. NOTE: Co-creation is not always appropriate. Fundamental is transparency and trust in the process. If people know how a decision was arrived at, it is a better situation than going into a black hole and there being no resemblance between an early consultation and the outcome. Slide 8

your experiences?

do differently?

your ideal?

What are your experiences with government engaging people in service and policy design? What would you do differently? What is your ambition, your ideal situation for this subject matter? How would you evaluate your results?

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Laura Sommer

e. Laura.sommer@xtra.co.nz

LJ Systemic Options Ltd