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Delivering better services and a better relationship with citizens: challenges for the next decade

Geoff Mulgan, Hong Kong November 2010. Delivering better services and a better relationship with citizens: challenges for the next decade.

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Delivering better services and a better relationship with citizens: challenges for the next decade

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  1. Geoff Mulgan, Hong KongNovember 2010 Delivering better services and a better relationship with citizens: challenges for the next decade

  2. Give them enough food and arms and the people will have trust in you. If you have to give any up, give up the food and arms ... when there is no trust the common people will have nothing to stand on Confucius

  3. A century of public services – as the key to trust

  4. In the West, over 30 years of reform to improve efficiency – responses to the fiscal and trust crises of the 1970s Privatisation, deregulation, marketisation, agencies, new public management, performance management, targets , service guarantees, incentives.... The delivery model, partly drawn from manufacturing: linear; precise specification; economies of scale and scope and flow ....

  5. What happened?Trust crises were contained but not solved. The public remained sceptical; efficient governments weren’t necessarily loved.So what can be done?

  6. The relational state– addressing the quality of the relationship with citizens directly , with engagement, feedback, co-design, co-production and continuous improvement and innovation

  7. Tax, licensing, fines, applications, self-diagnosis and management, border controls, utilities, policing...

  8. Personal advisers, teachers and coaches with higher skills and more time in more personalised services

  9. Public contracts, milestones, deliverables all on the web – to improve performance, reduce waste and corruption

  10. Sundhed in Denmark – promoting self-management in health and saving money

  11. The School of Everything – a platform linking teachers and learners but with no involvement of schools and colleges

  12. Spice – a platform enabling people to exchange time

  13. Mobilising the community to help with care

  14. Social Entrepreneur in Residence (SEiR) accelerating design and spread of better ways to cut obesity, smoking

  15. "Government 2.0 … represents a fundamental shift… toward an open, collaborative, cooperative arrangement ….“ Australian Government 2.0 Taskforce http://groups.google.com.au/group/gov20canberra

  16. Neighbourhood websites becoming key tools for organising public services, engagement, self help

  17. Smart travel schools projects and others promoting walking, local activity

  18. Google’s personnel and incentives policy

  19. Patient Opinion : feedback to hospitals, doctors and nurses Website that tells people what happened; what others are saying, positive as well as negative feedback

  20. Innovation made natural and normal – extending R&D from science and technology to services, processes and governance

  21. A new generation of innovation funds – focused on services, improving relationships as well as delivery

  22. £220m Health Innovation Funds in the UK • Stimulating Innovation • Prototyping • Challenge prizes • Small business research • Investing in Innovation • Staged grants and investments using loans, equity, quasi-equity • Dragon’s Lair models • Removing barriers to innovation • Payment by outcome • Health impact partnerships • Adapt and Adopt

  23. September 2010: 70 billion Euro to be invested in social, public and technological innovation – ageing, carbon reduction, youth

  24. NATO’s Policy Jam 3,800 people with expertise or interest in trans-Atlantic security issues from 124 countries logged in over five days for thematic conversations led by senior officials and scholars in Europe, Russia, China and the United States. Produced recommendations that call for NATO to develop a civilian arm and the European Union to create its own intelligence agency. 4,000 participants 10,000 logins 124 countries 5 days 10 streams 26 online hosts 75 facilitators

  25. “We have grown used to the centre taking more and more of the decisions, despite the fact that in almost all cases the knowledge, expertise and experience required to inform those decisions are at the edge.” Beth Noveck, author of Wiki Government and Deputy CTO, Open and Transparent Government, The White House

  26. What gets measured:... • Patient satisfaction as well as health outcomes • Fear of crime as well as crime • Wellbeing as well as GDP • Social wealth as well as economic wealth

  27. Proportion of Americans with no-one to talk to about important things

  28. Speed in crisis to preserve public confidence • Speed of testing, piloting – to accelerate learning • Slow and steady at cultural change, systems change • Always explaining why as well as what

  29. The relational state – addresses the quality of the relationship with citizens directly, and manages relationships alongside delivery, strategic goals and performance

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