Dinosaurs are rarely good fashion designers

Euan Semple has a great post over on LinkedIn about the challenges in giving the people responsible for maintaining the status quo in organisations and institutions the responsibility for generating and embedding radical change in the same institutions and organisations.

I see this too. The people best qualified to maintain stability in institutions are rarely the best people to institute and embed meaningless change - and likewise the people best at instituting change are often not the ones needed to run the reformed organisation after change is embedded.

That's why we see change CEOs established in corporations in various forms - and even there they often fail due to the many unintended and unpredictable consequences of a major change.

I am increasingly of the view that replication is the key to true change - a lesson that a billion years of evolution has taught us. The 'only one of its kind' approach allows no fallback if a particular evolutionary change process results, unintentionally, in a deadend, non-viable solution.

This is the reverse of how most organizations think, but as we see time and time again the markets with more competition are more successful, those that concentrate down to a few players tend to need more external regulation to continue to serve their customers adequately.

For government in particular this is a challenge - it is the ultimate in geographic monopoly, and places barriers on free movement that restrict the ability for citizens to shop around (the highest barriers at national levels).

While our societies may never support the notion of totally free choice in government (which is possible for all but the most geographically restricted services), we can move government to the backroom, an infrastructure platform rather than a service provider.

Then government services can be offered and bundled competitively with private sector services by a variety of providers, creating that competition for outcomes that a single government will never be as good at achieving.

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Digital Transition Office to make creating APIs mandatory for federal agencies

Last week the Digital Transition Office (DTO) released a draft of its API Design Guide for public review.

An API, or Application Programming Interface, is an approach that defines consistent methods of inputting and outputting data into a software system based on internet protocols. APIs are regularly used by Web 2.0 services as a standard way to connect to each other, share information and support seamless integrated functions (such as connecting your mailing list service with your survey tool).

The government already has a few APIs, generally around the edge of its services and functions - such as for the National Library's Trove service and the Pharmaceuticals Benefit Scheme.

However what is suggested in the DTO's post is that the DTO is looking to make it mandatory for government agencies to create APIs for all new services, and to consume their own APIs when delivering those services.

To people who know little about IT this might be a 'so what' moment. However if you think about the impact of this shift on how governments design services, who delivers them and how they are integrated with other services across agencies, this is a very big deal indeed.

AGIMO (Australian Government Information Management Office), as the former body established to guide federal technology use, always suffered from not having the ability to mandate certain techniques and approaches. It could cajole, suggest, recommend and advise agencies on good technology paths, and its position within Finance gave it a few teeth, however AGIMO never had the capability to mandate or enforce technology standards without the goodwill of every other major department's CIO.

So for the DTO to have a mandate in this area means it can design and enforce the practice, providing more standardisation across agencies and opening the door to knowledge and expertise sharing within government and certainty on how to engage agencies from outside.

One of the potential outcomes of making APIs mandatory is that 3rd parties outside of government will be able to deliver any new government service, mash together services from different agencies into new service approaches, or even combine government and private services into a single unified offering.

Anyone with a website and a little expertise could become a front-end for people seeking to access government services or information.

Equally, government agencies (whether local, state or federal) could connect federal services to their own, likewise potentially in a seamless way.

Theoretically there could be a single system across government for changing your address, or you could register a company, your ABN, for GST and for a state license for your business in the same transaction.

The DTO's draft design also says that agencies will have to consume their own APIs ('eat their own dogfood') when delivering their services.

This means agencies will have to build robust and effective APIs to support their service requirements, rather than build them as an afterthought (a very good thing) and it support the development of usable interfaces that aren't limited by a particular IT back-end approach.

Of course all of this relies on how well the mandate is executed - which leaves Paul Shetler's team with some challenges.

First they have to build recognition within government, as a mandate, agency CIOs can no longer go their own way, they need to work together with the DTO to establish appropriate standards that suit agency deliverables and services.

Secondly they will have to address any skills gaps. Few agencies have experience developing APIs - particularly where there's complex services that require them, or there's need for secure APIs.

Finally they'll have to keep all the cats herded. Ministers have a tendency to ask for things at short notice - such as new services or changes to existing ones. When agencies face these requests they often are limited in time, money and the skills to achieve them. Developing APIs will hardly be on the top of their priority list, they will be hardpressed just to get a service in place in time to meet the Minister's announcement deadline.

However despite all these challenges, the cause is a great one and could do more to transform how government IT operates than many more public steps.

If the DTO can pull this off, have agencies fall in line and have APIs start rolling off government IT 'production lines', it will have single-handedly justified its own existence and transformed how government works, even if it doesn't achieve anything else in the next few years.

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Government digital service designers need to start thinking with their stomachs

Traditionally governments have taken cues from banks and social networks for innovative ways to design online services to make them easier to use.

However it may be time for public servants to think about online service design with their stomachs.

I don't know how many public sector digital design professionals have visited McDonalds lately, but the new 'Create your taste' service provides an interesting approach to digital design.

Using relatively new touchscreens deployed in a number of stores, the interface used for building hamburgers employ a number of innovative navigational and selection approaches to create a usable and enjoyable experience.

I've taken several colleagues in and bought them a meal just to watch how they learn the interface and interact with the menu while designing their perfect meal.

None have needed any support to get started, with the menu providing a simple and intuitive way to progressively select ingredients.

All have found the experience a pleasant one - to the extent where one colleague recently went into a McDonalds seeking a 'create your taste' experience, but left when it didn't have a touchscreen.

Sure the McDonalds experience is just about designing a meal (although designing salad could be considered 'rocket' science), but the lessons around ease of use and delivering both a usable and enjoyable experience are consistent across all kinds of service delivery.

Yes many government services may be complex, but that doesn't justify delivering a complex user experience. It simply means that more work is required to break down the process into easy steps, drop any unnecessary questions and make it clear upfront what people need in order to complete the process in one go.

If government can make online services appealing and remove the need for people to switch channels to complete a process, there's the potential for vast cost savings in face-to-face and phone transactions, plus the potential to reduce error rates.

Of course, the McDonalds example isn't the only one government service designers should be considering.

Dominos has taken a very interesting approach to real-time pizza tracking, from being made, through cooking and delivery to the customer's door. The example, highlighted by The Mandarin, is already being taken on board by the federal Department of Human Services, which hopes to make more Centrelink services just as simple to access and just as clear to their clients.

So if you're designing digital services for government, you may wish to take a long lunch or two to check out some of the digital service design being pioneered across different food establishments.

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Is it your job to create or reduce friction?

One of the big distinctions I've noted between working in the public and private sector is in the level of friction when attempting to get things done.

I define friction as the amount of red tape, process, procedure and protocols that slows down the achievement of a defined goal.

The more red tape, the more friction, and generally the longer it takes to get things done.

Some roles in organisations are defined around friction - such as a procurement team, lawyers and accountants. All exist to create or reduce the level of friction in achieving a specific goal.

Other roles can influence the level of friction around a given decision or topic - from senior management through to communication and IT teams.

Now friction isn't necessarily bad. By slowing down decisions, friction can mean more viewpoints are considered and fatal errors do not occur. In fact many of the checks and balances in government are there to prevent decisions being taken too quickly or unilaterally.

However reducing friction also has benefits. The faster an outcome can be achieved, the more likely it will be relevant. Fast decisions also mean fast learning decisions - 'failing fast' - and iterative improvement towards a desired state.

Balancing the level of friction required for good decisions and outcomes is the real challenge. How much or little friction is good?

This obviously depends on the outcome desired, the level of scrutiny required around a decision and who is affected as a result.

However, generally, the aim should be to have as little friction as possible within the overall constraints of the goal.

So what about your role in the public sector, is it to create or reduce friction - and do you create or reduce friction for others?

If your focus is on increasing friction, consider whether this actually advantages your organisation and its goals. Sometimes people simply create friction out of fear, rather than in the best interests of an organisation's goals.

If your focus is on reducing friction, consider whether some friction needs to be preserved for good decision-making. Also think about how your colleagues may feel as it gets faster and easier to achieve certain outcomes - many will welcome this, but a few will be concerned about a loss of control, fear greater failure or scrutiny.

When you work with others think about whether you are creating or reducing friction - and whether you're taking the appropriate stance for a situation.

Friction isn't necessarily bad, but the least friction possible is almost always good.

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Why not include ordinary citizens on the MP remuneration review panel?

Australia's Prime Minister, Tony Abbott, has now announced the review panel for MP remuneration expenses, and in my view it's close to becoming another missed opportunity to improve government engagement, accountability and transparency with the community.

The panel will consist of five 'eminent' individuals. Two will be former politicians (one Labor and one Liberal), one a business person and two will be former senior public servants (David Tune, former Secretary of the Department of Finance, and John Conde, Head of the Remuneration Tribunal).

In other words, the usual suspects - members of the major political parties (who are most under the shadow of the expenses issues), a friendly CEO or senior business advisor (who knows what side his - and it will be a him - bread is buttered on) and two public sector insiders who have worked closely with current and former politicians.

On the five person panel, there's apparently no room for ordinary citizens, the involvement of a citizen's panel or anyone unconnected to politicians who is actually concerned or enraged by the way MPs are using their entitlements or is concerned about the falling legitimacy and credibility of our political system.

Of course such participants would likely be more 'unruly'. They'd not be members of the cozy Canberra club which decides what is good for citizens (often based on mistaken, shallow or lobbyist influenced impressions of public sentiment). They'd not understand the rules of the game, the way in which things MUST be done in order to satisfy the egos and perceptions of those on the top of the political pile.

Participants from outside the Canberra insider club may not even share the group think of what is appropriate for politicians to spend, and could even disagree with the 'eminent' appointees on what is appropriate expenditure by politicians.

Of course the Prime Minister's hand-picked 'eminent' panel will be thorough and comprehensive in its review. It will consult citizens - allowing people to provide their views. And then it will weigh those views and provide its recommendations, based on their own filters, future career ambitions, relationships and experiences of being within the 'club'.

The upside of this insider approach is that the review will be less harsh on politicians, that the 'eminent' insiders understand the needs of politics and provide limited restrictions on politician entitlements, allowing politicians more freedom to rely on the public purse rather than personal or party finances.

The risk for politicians is that the public don't feel the review recommendations go far enough, that traditional media and social media continue to pursue senior politicians for their expenditure, that citizens don't feel they have been appropriately included in the process. The outcome of this would be further erosion of trust in both Australia's political system and in our public sector.

This risk could be partially or wholly mitigated through including ordinary citizens as part of the eminent panel, or creating a citizen's panel to oversee and support or reject the eminent panel's review.

Citizens could be selected through nomination or random selection from the electoral role - our court jury model is one approach that could be used. This group should, of course, be paid for their time and not expected to donate it for free - Iceland's Constitutional process, where they paid citizens their travel expenses and the salary of an MP for the days they worked is a good model to emulate to reflect the value of citizen involvement and the cost of their lost time.

In this approach, citizens would decide whether the review went far enough, not political insiders who may stand to gain from lighter recommendations.

There's a risk for politicians in taking this approach. They may end up with tighter restrictions on entitlements. It could be uncomfortable for parties struggling to raise the funds they need to operate, or costly for politicians' own finances.

However it would be far more likely to meet public expectations, to help rebuild credibility in political parties and allow politicians more certainty that something they spend won't haunt them in years to come. It could even provide a huge boost to the Coalition's re-election chances by demonstrating how the current government was genuine about listening to citizens and governing for all Australians.

There's still time for the Prime Minister to shape the form of the remuneration review, to take a bold step to respect citizens and embed greater accountability and transparency in the review process.

It's not a missed opportunity yet, but if it becomes one, the consequences could further damage Australia's democratic credibility and institutions.

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