A NEW WORLD OF PUBLIC SERVICES
Setting the scene
Currently
Formerly
Innovation Policy Lead for Institute of Directors (non exec)
Director of Business.Gov programme
Founder of Innovation Software business used by Microsoft, Ford, Kimberly-Clark etc.
Can now talk openly
I am a big fan of the Civil Service
All the information in this presentation is public domain.
CONTENTION NUMBER 1
DEFINITION OF THE WORD SERVICE
USE THE FLOWCHART VISUAL TO GET A CLEAR OVERVIEW OF THE PROCESS BEHIND THE SERVICE!
Identify
Contact
Propose
Meet
Solve
EXAMPLE 1 – SELF ASSESSMENT SERVICE
Here’s a blank form. Fill it in or you will be punished.
EXAMPLE 1 – SELF ASSESSMENT SERVICE
Here’s a blank form. Fill it in or you will be punished.
Here is all of the information we know about you. Please confirm it is correct
and add in anything that is new.
QUESTION
EXAMPLE 2 – BUSINESSLINK.GOV.UK
What is the minimum size of company (in terms of employees) in the UK?
You can assume that you have to do all the things that legally you have to do.
EXAMPLE 2 – WORKINGS – Page 1 of 2
Use businesslink.gov.uk to work out what you have to do.
Number of guides on biz.gov
Pages per guide (average)
Total
6,000
10
60,000
Reams of A4
Height of piles of paper
120
6m (20ft)
Number of times a guide changes (per year)
2.4
Total reading
144,000 pages
(15m or 48 feet)
Reading time per page of A4
Days to read
5 mins
1,500
Employees needed
6.8
EXAMPLE 2 – WORKINGS – Page 2 of 2
Employees needed
6.8
Assume 50% doesn’t apply to me
3.4
BUT - Biz.Gov are summaries only.
•How to register for VAT guide is 10 pages
•HMRC guide is 700 pages
•Hence multiply the above by 70
Then add some more on for the 1,000 legislation summaries and underlying
legislation.
ANSWER – to keep up
> 5 people
Then work out how to implement the actions from the items you have read.
ANSWER – including implementation
A lot of people
EXAMPLE 2 – BUSINESS.GOV
We will help you navigate the mess of rules that have been built up over several
hundred years of legislation
EXAMPLE 2 – BUSINESS.GOV
We will help you navigate the mess of rules that have been built up over several
hundred years of legislation
We will help you start or grow a business in a way that will create more
wealth more quickly whilst protecting the people and communities within
which your company operates.
MAJOR BARRIERS TO GOOD SERVICE DESIGN
BARRIER
Stove piped organisations or service spans
organisations.
Service is trying to patch a mess.
Need to make bold and dynamic progress
(the enemy of good is better).
Ministers & Special Advisors
FIX BY
MAJOR BARRIERS TO GOOD SERVICE DESIGN
BARRIER
FIX BY
Stove piped organisations or service spans Strong governance and shared objectives.
organisations.
Service is trying to patch a mess.
Step back and fix the mess.
Need to make bold and dynamic progress
(the enemy of good is better).
Focus on definition – an act of help or
assistance.
Ministers & Special Advisors
Sorry, never managed to sort that one.
Communication may help.
In conclusion:
• Start with the NEED
• What are the ACTS of HELP or ASSISTANCE
• IGNORE organisational boundaries
• ESTABLISH STRONG GOVERNANCE
• DESIGN the service INCLUDING the DIGITAL components
• EXECUTE ruthlessly, LEARN and IMPROVE
Support the public sector by speaking out when you find examples
of good service