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SSC Driving Government Performance 2007
Driving Government Performance- the Development Goals at work, a one day conference held at the Westpac Stadium on 19 September focussing on designing and delivering customer-centric services and improving user experiences of government services. The focus was how agencies can collaborate to as part of the E-government Strategy, the Digital Strategy and the Development Goals.
The programme featured a range of people at the forefront of their field from New Zealand and overseas. They offered examples of best practice, the latest research and technology trends and some tools from their wealth of information for agencies to take back and use in their journey towards improved service delivery.
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Welcome
Presenter(s): Linda Clark, Hugh McPhail, State Services Commission
Air Date: 9/19/2007
Air Time: 8:30 AM NZST
Length: 11 Minutes 15 Seconds
State Services Commission, Driving Government Performance
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The New Zealand Experience
Presenter(s): Mark Prebble, State Services Commission
Air Date: 9/19/2007
Air Time: 8:30 AM NZST
Length: 32 Minutes 42 Seconds
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Structured planning
Presenter(s): Professor Charles Owen, Illinois Institute of Technology
Air Date: 9/19/2007
Air Time: 9:15 AM NZST
Length: 59 Minutes 23 Seconds
Generating and optimizing insights and information to develop customer-centric service systems. Delivering customer-centric government services raises some significant challenges and complexities. If government is to take the “outside-in” view and focus on delivering services from the perspective of the customer experience, agencies need to be prepared to collaborate in ways that stretch current organisational structures and work practices. Professor Owen discusses how Structured Planning addresses these challenges and provides insights into information necessary for planning customer-centric service systems. He also looks at the elements of structured planning and reviews how the future can be achieved by systematically removing the unnecessary, simplifying the necessary, and rethinking services from the standpoints of those who must use them.
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Looking in the mirror
Presenter(s): Dr. Steve Hodgkinson, Ovum
Air Date: 9/19/2007
Air Time: 10:45 AM NZST
Length: 51 Minutes 35 Seconds
Reflections and observations on the public sector and it's need for a makeover. Steve explores the challenges raised by the mismatch between the way public sector organisations operate and our aspirations for how they should or could operate. He uses the eGovernment Chimera concept to articulate the systemic tensions inherent in the public sector and discuss our experiences over the past 5 years or so in harnessing IT as an enabler and catalyst for transforming the way policy and services are developed and provided. Some things have changed for the better, others have remained constant. The core message is the need for agencies to develop ways to live the vision of government as an integrated enterprise, rather than as a collection of independent agencies. Collaboration, sharing, reuse, standardisation and consolidation are the necessary realities from an economic and citizen-centric perspective, but there are many ways to pursue this journey, many cultural barriers and no universal solution. Steve discusses the need to think of solutions that are adaptive and organizationally robust and offers ways to amplify our voices.
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Beyond E-Government:
Presenter(s): Hugh Mc Phail, State Services Commission, John Body, ThinkPlace, Justin Hygate, Ministry of Econimic Development, Jason Ryan, State Services Commission
Air Date: 9/19/2007
Air Time: 12:26 PM NZST
Length: 40 Minutes 22 Seconds
Web 2.0 - Opportunity or Threat? Panel session and Audience Vote
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Web 2.0 Opportunity or Threat?
Presenter(s): Linda Clark
Air Date: 9/19/2007
Air Time: 2:26 PM NZST
Length: 4 Minutes 28 Seconds
Report back - Reflections from the floor Technological innovation is transforming our world and New Zealanders expect government to interact with them in new ways. This means using network technologies that people are familiar with in other parts of their lives - social networking websites and tools like blogs, wikis, and folksonomies - and the full range of digital channels - mobile phones, instant messaging, podcasts and digital TV, as well as Internet pathways. These technologies make up the Web 2.0 world and government needs to address the opportunities and threats they pose now if we are to meet New Zealanders' expectations. The panel discussion talked about some of the exciting current and potential uses being made of blogs, wikis and other technologies to engage with users in the delivery of services and information, but also warned of some of the tensions that need to be addressed. These tensions include the need to balance privacy and security of personal information with the transparency that can encourage trust in government; and the need to balance effective user engagement while maintaining the legitimacy of our constitutional system of government. Based on the text voting through cell phones, the audience's overwhelming conclusion was that Web 2.0 provides us with opportunities, not threats.
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Leading change through the application of IT
Presenter(s): Len Cook, Former NZ & UK Government Statistician
Air Date: 9/19/2007
Air Time: 3:26 PM NZST
Length: 54 Minutes 25 Seconds
Managing the crossroads on the road to Damascus. Len Cook focuses on why government agencies should enhance customer centric delivery and the business outcomes to help drive government performance. The effective application of contemporary information and communications technologies is a critical determinant of organisational achievement and source of process and product innovation as well as productivity improvements. The major benefits of IT-based change in government often come from extensions to the scope of activity undertaken, and its greater integration with that of critical partners, although the initial focus is on cost savings. The path of IT developments is more evolutionary than we plan for, as the context within which we work is continually changing. This change can undermine the fit between costs and benefits of projects. To manage well it is essential to have an embedded understanding of what makes up success, and strong metrics about the performance of the organisation. The presentation discusses this through a mix of practical cases from official statistics in NZ and the UK.
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Stepping into the customers shoes
Presenter(s): Jim Scully, Inland Revenue, Professor Miriam Lips, Victoria University of Wellington
Air Date: 9/19/2007
Air Time: 4:26 PM NZST
Length: 54 Minutes 56 Seconds
An audience participation session facilitated by IRD and VUW for participants to build an understanding of the customer experience and look at user based design from the outside in. Groups picked a life task and customer and mapped out the users experience and the agency connections through that customer journey. At the end of the session groups reported back with the opportunities and challenges of designing the user centred experience.
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Bridging the chasms - Leaders driving business transformation
Presenter(s): Graeme Osborne, Accident Compensation Coropration, Tim Occleshaw, Ministry of Social Development, Allan Frost, Ministry of Agriculture & Forestry, Jane Treadwell, Department for Victorian Communities, Ann Steward, Australian Government Information Management Office, Jo Bryson, Department of the Premier and Cabinet Government of Western Australia, Hugh McPhail, State Services Commission
Air Date: 9/19/2007
Air Time: 6:26 PM NZST
Length: 1 Hour 16 Minutes 56 Seconds
In this hypothetical discussion, a board of six CIO’s from Australia and New Zealand has been given a directive by Cabinet to report back on the use of a Citizen-Centric Service Delivery Model. This discussion is their final meeting and the purpose is to define the key messages for the briefing. It is being chaired by an external facilitator (Linda Clark). Six diverse perspectives converge and result in some interesting recommendations about the challenges that face us as we try to embed a citizen-centric approach into the delivery of government services.
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The Government's view
Presenter(s): Hon Annette King, Minister of State Services
Air Date: 9/19/2007
Air Time: 6:26 PM NZST
Length: 16 Minutes 10 Seconds
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