THINKING OUTSIDE THE GOVERNMENT BOX.. N I C K C O N D O N
For Official Use Only – I2 – A2
@nickcondon
Meet My Daughter Alice 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. 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
What Citizens & Businesses Think…. I don’t care about I just assume I’m what agency you are Overwhelmed digital government Doesn’t the – I just want to deal by Government services will suck! government with SA Government! already share my information I use your digital I’m a business dealing with with other channels – but they Government – everything is agencies? are so clunky I so paper-based and difficult! usually give up!
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! @nickcondon
TRANSFORMING GOVERNMENT ISN’T COMPLICATED… J U S T H A R D ! @nickcondon
1. DEFINE THE
@nickcondon
2. DESIGN WITH
@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 @nickcondon
3. STUDY WHERE
WHAT IS ETHNOGRAPHY? Eth thnography is is th the systematic stu tudy of of people an and cu cult ltures. It It is is desi signed to o explore cu cultural l phenomena where th the rese searcher ob observes so society fr from th the poin oint of of vie view of of th the su subject of of th the stu tudy. @nickcondon
ETHNOGRAPHY PREGNANCY TEST 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 For Official Use Only – I2 – A2
DO THE HARD
WE NEED TO CREATE CITIZEN SERVICES LIKE A DUCK SWIMMING @nickcondon
@nickcondon
5. REVIEW
@nickcondon
6. ITS
Technology isn’t the disruptor Service Models Are…. Netflix didn’t kill Uber didn’t kill the Amazon didn’t AIRBNB isn’t Apple didn’t kill Blockbuster – late Taxi industry – disrupt other killing the hotel the music business industry – limited fee’s and limited access, – being forced to retailers – poor availability of fare control and buy full-length customer service, range of titles did. journey albums in non- range and properties and experience purchase pricing options digital formats did did. experience did. are. @nickcondon
7. CO-DESIGN
D3 Video Embedded
Office For Digital Government // D3 Digital Challenge Initiative 6 Challenges Over 1000 Individuals Toolkit Available @nickcondon
8. DO IT WITH
DCS SERVICE DESIGN TEAM @nickcondon
DCS SERVICE DESIGN TEAM • UCD Skills • Service designers, developers, technology, content • Come in, co-design with Agencies, empower and train, fly out to next Agency. @nickcondon
9. WHEN WAS THE
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
@nickcondon
10. WHO’S EXPERIENCE DO
TASTE.COM.AU EVENTBRITE FINANCIAL SERVICES SERVICE PAGES INFORMATION PAGES SERVICE DELIVERY
For Official Use Only – I2 – A2
Thanks @nickcondon
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