1 / 27

Creating Public Value

Creating Public Value. Design for Trust & Satisfaction in e-Government Anthony Meehan Home Connections – Barbican 11 May 2006. Elements of Public Value. Trust & Satisfaction. Moore, 1995; PM’s Strategy Unit, Creating Public Value, 2002. experience. experience. Services. Outcomes

may-neal
Download Presentation

Creating Public Value

An Image/Link below is provided (as is) to download presentation Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author. Content is provided to you AS IS for your information and personal use only. Download presentation by click this link. While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server. During download, if you can't get a presentation, the file might be deleted by the publisher.

E N D

Presentation Transcript

  1. Creating Public Value Design for Trust & Satisfaction in e-Government Anthony Meehan Home Connections – Barbican 11 May 2006 Home Connections - Barbican Centre

  2. Elements of Public Value Trust & Satisfaction Moore, 1995; PM’s Strategy Unit, Creating Public Value, 2002 experience experience Services Outcomes “normatively compelling collective purposes” contribute to Home Connections - Barbican Centre

  3. Avoiding Exclusion • “Those who are left outside the development of information and communication technology are often the same people…who most need the welfare state’s services in any case. This is why special attention should also be paid to the needs of these people when developing a human information society.” • “The level of trust in an organisation affects levels of use and engagement with services. Some [people] avoid contact with services they do not trust unless it is absolutely essential. This can have a direct impact on how well services meet the wider community's needs.” Osmo Pekonen and Lea Pulkkinen, Report to Finish Parliament, 2002 MORI, Trust in Public Institutions: A Report for the UK Audit Commission 2003 Home Connections - Barbican Centre

  4. political, economic & social institutions vertical trust Braithwaite & Levy, 1998; Grimsley, Meehan et al, 2003 horizontal trust community – family, friends, neighbours Community Trust “Trust relations are an expression of a community’s capacity to co-operate to achieve a better quality of life than would otherwise be available if its members acted merely as individuals.” Home Connections - Barbican Centre

  5. political, economic & social institutions vertical trust Braithwaite & Levy, 1998; Grimsley, Meehan et al, 2003 horizontal trust community – family, friends, neighbours ICT mediation of Trust? ICT Poorly designed/managed e-government will damage the relationship between citizen and public service provider… …and may have much wider implications for community well-being. Home Connections - Barbican Centre

  6. Housing and Regeneration in Coalfield Communities Surveys / JRF Wave 1 (1999) (Green, Grimsley, Stafford, 2001) n=1341 individuals Wave 2 (2004) (Green, Grimsley, Stafford, 2005) n=1204 individuals South Yorkshire Social Capital Surveys Wave 1 (2000) (Green, Grimsley, Suokas, 2000) n=4220 households Wave 2 (2004) (Gilbertson, Green, Grimsley, Manning, 2005) n=3771 households Survey data Home Connections - Barbican Centre

  7. the extent to which people feel able to influence influence: the extent to which people feel a sense of personal control in life personal control: how well informed people feel information: Drivers of Satisfaction & Trust Home Connections - Barbican Centre

  8. well-informedness horizontal trust vertical trust Home Connections - Barbican Centre

  9. personal control horizontal trust vertical trust Home Connections - Barbican Centre

  10. influence horizontal trust vertical trust Home Connections - Barbican Centre

  11. Chan & Harkness (2004) Home Connections Focus Groups Report. HC: Threats to Trust Home Connections - Barbican Centre

  12. Chan & Harkness (2004) Home Connections Focus Groups Report. HC: Trust Reinforcement Home Connections - Barbican Centre

  13. Satisfaction Trust Extended Public Value Model Positive Correlation Reinforcing Well-informedness Personal control Influence Experience Experience Services Outcomes Contribute to Home Connections - Barbican Centre

  14. Some Lessons/Issues (1) • Customer/client/citizen relates to whole process – need for seamless integration of all system elements, and in ways that support diversity and avoid exclusion. • Well-informedness is promoted by: • personalised proactive communication; • consistency/lack of contradiction; • and reinforced by trusted 3rd party mediation. • Personal control is promoted by: • flexibility (multiple paths to the same end); • clarity of where the initiative resides. • Sense of influence is promoted by: • timeliness of context sensitive communication/feedback. Home Connections - Barbican Centre

  15. Some Lessons/Issues (2) • It is possible to maintain trust (even if the desired outcome is very difficult to attain) by taking a holistic view of clients needs and proactively supporting the client in recognising and addressing these needs. • Introduction of e-government raises client and citizen expectations and it is these raised expectations that must be met. This is particularly challenging for developers and managers of e-government systems as the introduction of the system itself raises benchmark by which it will be judged. Home Connections - Barbican Centre

  16. Anthony MeehanThe Open UniversityWalton HallMilton KeynesMK7 6AA http://mcs.open.ac.uk/am4469

  17. Supplementary Slides Home Connections - Barbican Centre

  18. Experience Management Matrix Home Connections - Barbican Centre

  19. Information Home Connections - Barbican Centre

  20. Control Home Connections - Barbican Centre

  21. Influence Home Connections - Barbican Centre

  22. Terms of Engagement Home Connections - Barbican Centre

  23. Information Strategy Home Connections - Barbican Centre

  24. Satisfaction MORI (PM’s PIU, Cabinet Office), 2001 Home Connections - Barbican Centre

  25. Trust - ve + ve Experience The Hysteresis of Trust when trust is lost, there is rarely a quick and easy way to rebuild the relationship. Home Connections - Barbican Centre

  26. Alienation  exclusion Acting in the World voting? Exclusion Confidence Anxiety  exclusion Trust mental health? fear of crime? Note: Confidence and Trust are not linearly additive after Luhmann, 2001 Home Connections - Barbican Centre

  27. References • Green. G., Grimsley, M., Suokas A., et al: Social Capital, Health and Economy in South Yorkshire Coalfield Communities. CRESR, Sheffield Hallam University, UK • Green G., Grimsley, M. and Stafford, B., (2001) Capital Accounting for Neighbourhood Sustainability, CRESR, Sheffield Hallam University, UK. • Green, G., Grimsley, M. and Stafford, B. (2005) The Dynamics of Neighbourhood Sustainability, Joseph Rowntree Foundation: York Publishing Services. http://www.jrf.org.uk/bookshop/eBooks/1859353045.pdf • Gilbertson J., Green G., Grimsley M. and Manning J. 2005. The Dynamic of Social Capital, Health and Economy. CRESR, Sheffield Hallam University, UK • Moore, M.H. (1995) Creating Public Value: Strategic Management in Government. Harvard University Press, Cambridge, MA. • MORI (2003) as Duffy, B., Browning, P. and Skinner, G. (2003). Trust in Public Institutions: A report for the Audit Commission. MORI. • PM’s Strategy Unit (2002 as Kelly, G., Mulgan, G. and Muers, S. (2002) Creating Public Value: An analytical framework for public service reform, Strategy Unit discussion paper, Cabinet Office, http://www.strategy.gov.uk/downloads/files/public_value2.pdf Home Connections - Barbican Centre

More Related