GOVERNMENT BOX.. N I C K C O N D O N For Official Use Only I2 A2 - - PowerPoint PPT Presentation

THINKING OUTSIDE THE GOVERNMENT BOX..

N I C K C O N D O N

For Official Use Only – I2 – A2

@nickcondon

Whilst 49% of citizens surveyed in our most recent study want digital citizen services, 100% of those under 18 will expect them. At some point there will cease to be a digital strategy, instead we will simply have a strategy built for a digital world.

Meet My Daughter Alice

Alice will interact with a world full of IOT Devices Alice will leverage a world full of data to make her life better Alice will interact with Government platforms more than Government people But she will never be a digital citizen, to her – she will just be a citizen.

@nickcondon

I don’t care about what agency you are – I just want to deal with SA Government! I just assume digital government services will suck!

Doesn’t the government already share my information with other agencies?

I’m Overwhelmed by Government

I’m a business dealing with Government – everything is so paper-based and difficult! I use your digital channels – but they are so clunky I usually give up!

What Citizens & Businesses Think….

@nickcondon

GOVERNMENT IS COMPETING WITH THE BEST EXPERIENCES CITIZENS HAVE EVER HAD!

@nickcondon

WE NEED TO BE MORE PERSONALISED AND CUSTOMISED, WHILST DOING MORE WITH LESS!

TRANSFORMING GOVERNMENT ISN’T COMPLICATED…

J U S T H A R D !

@nickcondon

• 1. DEFINE THE

@nickcondon

• 2. DESIGN WITH

@nickcondon

@nickcondon

@nickcondon

• Leading government engagement site launched in 2011
• Connects citizens with government decision making & policy creation
• Emulated by governments across Australia
• 112,000 people registered users - 10% of voters
• 364 consultations
• A great example of E-demoncracy

• 3. STUDY WHERE

WHAT IS ETHNOGRAPHY?

Eth thnography is is th the systematic stu tudy of

• f people an

and cu cult

• ltures. It

It is is desi signed to

• explore cu

cultural l phenomena where th the rese searcher ob

• bserves so

society fr from th the poin

• int of
• f

vie view of

• f th

the su subject of

• f th

the stu tudy.

@nickcondon

PREGNANCY TEST

ETHNOGRAPHY

For Official Use Only – I2 – A2

THE SAME TEST TECHNOLOGY STUDIED THE CULTURAL USAGE UNDERSTANDING THE IMMEDIATE NEEDS OF THEIR USER CREATED WHAT THEY ARE LOOKING FOR, WHERE THEY WERE LOOKING FOR IT POSITIONING AND BRAND

DO THE HARD

@nickcondon

WE NEED TO CREATE CITIZEN SERVICES LIKE A DUCK SWIMMING

@nickcondon

• 5. REVIEW

@nickcondon

• 6. ITS

Netflix didn’t kill Blockbuster – late fee’s and availability of titles did. Uber didn’t kill the Taxi industry – limited access, fare control and journey experience did. Apple didn’t kill the music business – being forced to buy full-length albums in non- digital formats did Amazon didn’t disrupt other retailers – poor customer service, range and purchase experience did.

@nickcondon

Technology isn’t the disruptor Service Models Are….

AIRBNB isn’t killing the hotel industry – limited range of properties and pricing options are.

• 7. CO-DESIGN

D3 Video Embedded

6 Challenges Over 1000 Individuals Toolkit Available

@nickcondon

Office For Digital Government // D3 Digital Challenge Initiative

• 8. DO IT WITH

@nickcondon

DCS SERVICE DESIGN TEAM

@nickcondon

• UCD Skills
• Service designers, developers, technology, content
• Come in, co-design with Agencies, empower and

train, fly out to next Agency.

DCS SERVICE DESIGN TEAM

• 9. WHEN WAS

THE

@nickcondon

EXPERIENCE

PROCESS

@nickcondon

@nickcondon

CITIZENS DON’T NOTICE CONVENIENCE, BUT THEY HATE INCONVENIENCE

@nickcondon

WHEN WAS THE LAST TIME YOU HAD CITIZENS IN YOUR OFFICE WITH YOU?

@nickcondon

• 10. WHO’S

EXPERIENCE DO

TASTE.COM.AU

SERVICE PAGES

EVENTBRITE

INFORMATION PAGES

FINANCIAL SERVICES

SERVICE DELIVERY

For Official Use Only – I2 – A2

Thanks

@nickcondon