The Truth Behind Successful Government Innovation

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Government Marketing & Communications Conference Surfers Paradise - 2 September 2010

Transcript of The Truth Behind Successful Government Innovation

Growth Solutions GroupMarket StrategyResearchBrand & Communication

Level 11. 99 Queen StreetMelbourne. Victoria 3000. Australia

T. +61 3 9670 4700W. www.gsg.com.au

Reason meets Imagination

This document is not to be copied without permission

The Truth Behind Successful InnovationGovernment Marketing & Communications Conference

Surfers Paradise - 2 September 2010

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“The world’s private and public sector leaders believe that a rapid escalation of ‘complexity’ is the biggest challenge confronting them. They expect it to continue, indeed, to accelerate in the coming years

They are equally clear that their enterprises today are not equipped to cope effectively with this complexity in the global environment

Finally, they identify ‘creativity’ as the single most important leadership competency for enterprises seeking a path through this complexity”

IBM Global Study 2010: Capitalizing on Complexity 1500 CEO face-to-face interviews—60 countries, 33 industries.

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4 Parts to Today’s Discussion

1

2

3

4

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4 Parts to Today’s Discussion

1 Government Context

2

3

4

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4 Parts to Today’s Discussion

1 Government Context

The Government Challenge2

3

4

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4 Parts to Today’s Discussion

1 Government Context

The Government Challenge

The Truth Behind Successful Innovation

2

3

4

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4 Parts to Today’s Discussion

1 Government Context

The Government Challenge

The Truth Behind Successful Innovation

A Way Forward

2

3

4

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A New Imperative

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What is Innovation in a Government Context?

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What is Innovation in a Government Context?

A definition…

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What is Innovation in a Government Context?

“Generation and application of new ideas for the improved benefit of the community”

A definition…

5

What is Innovation in a Government Context?

“Generation and application of new ideas for the improved benefit of the community”

A definition…

Areas of focus for government innovation…

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What is Innovation in a Government Context?

“Generation and application of new ideas for the improved benefit of the community”

A definition…

1. Policy development & social reform

2. New government services

• Extension of current services

• Improved efficiency and effectiveness of services

• Improved productivity or cost reduction

Areas of focus for government innovation…

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What is Driving Innovation in Government?

Key Drivers

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What is Driving Innovation in Government?

!Citizens demanding more responsive and new services

Key Drivers

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What is Driving Innovation in Government?

!Citizens demanding more responsive and new services

!Drive for more efficient use of limited public sector resources

Key Drivers

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What is Driving Innovation in Government?

!Citizens demanding more responsive and new services

!Drive for more efficient use of limited public sector resources

!Operating environment increasing in complexity

Key Drivers

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What is Driving Innovation in Government?

!Citizens demanding more responsive and new services

!Drive for more efficient use of limited public sector resources

!Operating environment increasing in complexity

Key Drivers

Increased public service accountability

More & more focus on the Citizen first

Innovative capability & culture in the public sector

Consequences

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The Government Challenge – A Reality Check

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The Government Challenge – A Reality Check

+ Latent asset in the front line of Government

+ Recognition that innovation is a driver of economic growth

+ Review and research into innovation

Good news, innovation is on the national agenda

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The Government Challenge – A Reality Check

+ Latent asset in the front line of Government

+ Recognition that innovation is a driver of economic growth

+ Review and research into innovation

Good news, innovation is on the national agenda

− Cultural/structure/skills

− Risk average political environment

− Hierarchical/Silos/Layers of Government

− Rules, regulations and accountability

− Entrepreneurial mandate & skills

− Lack of a ‘burning bridge’

…but significant barriers exist to making it happen throughout whole of Government

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The Government Challenge – Changing Expectations

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The Government Challenge – Changing Expectations

The big question for Government Marketing & Communications:

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The Government Challenge – Changing Expectations

What role and response can you take drive success in terms

of innovation?

The big question for Government Marketing & Communications:

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The Government Challenge – Changing Expectations

How?

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The Government Challenge – Changing Expectations

Bring the voice of the citizen into the innovation pathway through

co-creation

The best ideas from the best (or more) people

How?

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The real benefits in Innovating Through Co-creation

1. The citizen is at the centre of creating the innovation

2. Links all the relevant stakeholders

3. Breaks down the ‘silos’

4. Establishing the right environment for creative thinking

5. Focuses the innovation on a clear purpose

6. Ensures the right level of sponsorship

7. Ensures key stakeholders are engaged and have a stake on delivering the outcome

8. Bias for action – Thought through how to sort, prioritise, implement

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The Truth Behind Successful Innovation

Key CharacteristicsG

SG

RIG

HT

MIN

DS

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The Truth Behind Successful Innovation

Key CharacteristicsG

SG

RIG

HT

MIN

DS

Right Context• Understanding the opportunity &

needs of the community DEFINE

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The Truth Behind Successful Innovation

Key CharacteristicsG

SG

RIG

HT

MIN

DS

Right Context• Understanding the opportunity &

needs of the community DEFINE

Right Question• Having a clear purpose / issue to

addressASK

13

The Truth Behind Successful Innovation

Key CharacteristicsG

SG

RIG

HT

MIN

DS

Right Context• Understanding the opportunity &

needs of the community DEFINE

Right Question• Having a clear purpose / issue to

addressASK

Right People• Engaging the best people to help co-

create the right outcomeENGAGE

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The Truth Behind Successful Innovation

Key CharacteristicsG

SG

RIG

HT

MIN

DS

Right Context• Understanding the opportunity &

needs of the community DEFINE

Right Question• Having a clear purpose / issue to

addressASK

Right People• Engaging the best people to help co-

create the right outcomeENGAGE

Right Approach• Inspire, engage & reward ongoing

involvement of key stakeholdersMANAGE

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The Truth Behind Successful Innovation

Key CharacteristicsG

SG

RIG

HT

MIN

DS

Right Context

Right Question

Right People

Right Approach

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The Truth Behind Successful Innovation

Key CharacteristicsG

SG

RIG

HT

MIN

DS

Right Context

Right Question

Right People

Right Approach

Current Situation Analysis

Identify desired outcome

Identify key decision makers

Understand the decision making criteria

Determine the constraints to solution development

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The Way Forward

Key CharacteristicsG

SG

RIG

HT

MIN

DS

Right Context

Right Question

Right People

Right Approach

?The right question that we need

to ask to solve this challenge.

A clear statement of purpose & defines the territory for

innovation

Provides focus

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1% Rule

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1% Rule

167,113 of Amazon’s book reviews were contributed by just a few “top-100! reviewers.

Over 50% of all the Wikipedia edits are done by just .7% of the users - 524 people.

In December 20, 2007 on the MSDN Community site, 1866 edits out of 10851 total edits were made by the top five contributors (three of whom are Microsoft employees). That percentage is slightly above one percent at 1.72%.

Just 0.16% of all visitors to YouTube upload videos to it

0.2% of visitors to Flickr upload photos.

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The Way Forward

Key CharacteristicsG

SG

RIG

HT

MIN

DS

Right Context

Right Question

Right People

Right Approach

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The Way Forward

Key CharacteristicsG

SG

RIG

HT

MIN

DS

Right Context

Right Question

Right People

Right Approach

Who do you need to work with solve the challenge?

What perspective and knowledge can they bring to the co-creation process?

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The Design Choices – WHO?

Types of Co-creation

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The Design Choices – WHO?

Types of Co-creation

Right Minds Experts

Focus on skills & knowledgeHighly specific problem solving

Speed mattersHigh quality input

Very selective

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The Design Choices – WHO?

Types of Co-creation

Coalition of Parties

Each group brings something different to the processCollaboration within and

across groupsKnowledge sharing

Same or different roles

Right Minds Experts

Focus on skills & knowledgeHighly specific problem solving

Speed mattersHigh quality input

Very selective

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The Design Choices – WHO?

Types of Co-creation

Coalition of Parties

Each group brings something different to the processCollaboration within and

across groupsKnowledge sharing

Same or different roles

Right Minds Experts

Focus on skills & knowledgeHighly specific problem solving

Speed mattersHigh quality input

Very selective

Let the people speak

Open to anyoneOnline approach works best

High volume of inputTime consuming

Heavy filtering process1% factor

Like minded community

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The Way Forward

Key CharacteristicsG

SG

RIG

HT

MIN

DS

Right Context

Right Question

Right People

Right Approach

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The Way Forward

Key CharacteristicsG

SG

RIG

HT

MIN

DS

Right Context

Right Question

Right People

Right Approach

Creating the right conditions to allow innovation through co-creation to flourish and succeed.

It’s not the process (that depends on the need/project) but rather the principles to guide the way of collaborating

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Right Approach: Some Key Principles

GS

G R

IGH

T M

IND

S

Look forward not back

Everybody an expert

Nothing is ever created without Passion

A sense of purpose essential for involvement

The Power of a few vs the common denominator of mass

Willing to lose some control to the power of the idea

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The Way Forward

The Right Approach

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The Way Forward

The Right Approach

ConnectTo enable

creation of ideas

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The Way Forward

The Right Approach

InspireA reason to

believe

ConnectTo enable

creation of ideas

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The Way Forward

The Right Approach

InspireA reason to

believe

ConnectTo enable

creation of ideas

FrameClearly articulate

the purpose & constraints

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The Way Forward

The Right Approach

InspireA reason to

believe

ConnectTo enable

creation of ideas

FrameClearly articulate

the purpose & constraints

ShareFacilitate

knowledge exchange

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The Way Forward

The Right Approach

InspireA reason to

believe

ConnectTo enable

creation of ideas

FrameClearly articulate

the purpose & constraints

ShareFacilitate

knowledge exchange

LearnTo create

efficiencies in the future

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The Way Forward

The Right Approach

InspireA reason to

believe

ConnectTo enable

creation of ideas

FrameClearly articulate

the purpose & constraints

ShareFacilitate

knowledge exchange

LearnTo create

efficiencies in the future

RewardGive something

back to collaborators

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The Way Forward

The Right Approach

InspireA reason to

believe

ConnectTo enable

creation of ideas

FrameClearly articulate

the purpose & constraints

ShareFacilitate

knowledge exchange

LearnTo create

efficiencies in the future

CommitTo ongoing

development

RewardGive something

back to collaborators

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DHS – Emergency Departments

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DHS – Emergency Departments

NEEDS

Clinical• Assessment• Treatment• Discharge/handover

Logistical• Parking• Decent place to sit• Telephone• Food• Drink• Toilets• Distraction/

entertainment

Rational• Knowledge/ clear

expectations

Emotional• Reassurance• Compassion

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DHS – Emergency Departments

NEEDS

Clinical• Assessment• Treatment• Discharge/handover

Logistical• Parking• Decent place to sit• Telephone• Food• Drink• Toilets• Distraction/

entertainment

Rational• Knowledge/ clear

expectations

Emotional• Reassurance• Compassion

Fear

Frustration

Boredom

Anxiety

Confusion

FEELINGS

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DHS – Emergency Departments

NEEDS

Clinical• Assessment• Treatment• Discharge/handover

Logistical• Parking• Decent place to sit• Telephone• Food• Drink• Toilets• Distraction/

entertainment

Rational• Knowledge/ clear

expectations

Emotional• Reassurance• Compassion

Reassurance

Fear

Frustration

Boredom

Anxiety

Confusion

FEELINGS

23

DHS – Emergency Departments

NEEDS

Clinical• Assessment• Treatment• Discharge/handover

Logistical• Parking• Decent place to sit• Telephone• Food• Drink• Toilets• Distraction/

entertainment

Rational• Knowledge/ clear

expectations

Emotional• Reassurance• Compassion

Knowledge Reassurance

Fear

Frustration

Boredom

Anxiety

Confusion

FEELINGS

23

DHS – Emergency Departments

NEEDS

Clinical• Assessment• Treatment• Discharge/handover

Logistical• Parking• Decent place to sit• Telephone• Food• Drink• Toilets• Distraction/

entertainment

Rational• Knowledge/ clear

expectations

Emotional• Reassurance• Compassion

Knowledge Reassurance

Control

Fear

Frustration

Boredom

Anxiety

Confusion

FEELINGS

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DHS – Emergency Departments

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DHS – Emergency Departments

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Some Tips and Traps...

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Some Tips and Traps...

! Don’t start if you can’t action - Right level Sponsorship is critical

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Some Tips and Traps...

! Don’t start if you can’t action - Right level Sponsorship is critical

! Begin with the End in Mind – Design of Process – Think it though

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Some Tips and Traps...

! Don’t start if you can’t action - Right level Sponsorship is critical

! Begin with the End in Mind – Design of Process – Think it though

! Be clear what you want from others -ideas or Input from others

26

Some Tips and Traps...

! Don’t start if you can’t action - Right level Sponsorship is critical

! Begin with the End in Mind – Design of Process – Think it though

! Be clear what you want from others -ideas or Input from others

! The 1% rule – who Is best to participate?

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Some Tips and Traps...

! Don’t start if you can’t action - Right level Sponsorship is critical

! Begin with the End in Mind – Design of Process – Think it though

! Be clear what you want from others -ideas or Input from others

! The 1% rule – who Is best to participate?

! With asking comes responsibility to act

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Some Tips and Traps...

! Don’t start if you can’t action - Right level Sponsorship is critical

! Begin with the End in Mind – Design of Process – Think it though

! Be clear what you want from others -ideas or Input from others

! The 1% rule – who Is best to participate?

! With asking comes responsibility to act

! Let go but stay in the middle

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Some Tips and Traps...

! Don’t start if you can’t action - Right level Sponsorship is critical

! Begin with the End in Mind – Design of Process – Think it though

! Be clear what you want from others -ideas or Input from others

! The 1% rule – who Is best to participate?

! With asking comes responsibility to act

! Let go but stay in the middle

! Manage expectations - when does co-creation stop?

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In Summary ...

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In Summary ...

1. Innovation now an expectation

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In Summary ...

1. Innovation now an expectation

2. Overcoming Government constraints not easy

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In Summary ...

1. Innovation now an expectation

2. Overcoming Government constraints not easy

3. Champions of ‘the Citizen’ and ‘stakeholders’ are best placed to lead a new way

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In Summary ...

1. Innovation now an expectation

2. Overcoming Government constraints not easy

3. Champions of ‘the Citizen’ and ‘stakeholders’ are best placed to lead a new way

4. Co-creation has many benefits (and some traps)

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In Summary ...

1. Innovation now an expectation

2. Overcoming Government constraints not easy

3. Champions of ‘the Citizen’ and ‘stakeholders’ are best placed to lead a new way

4. Co-creation has many benefits (and some traps)

• Benefits are best ideas for better outcomes with wider ownership of what needs to happen and a confidence to make it happen

27

In Summary ...

1. Innovation now an expectation

2. Overcoming Government constraints not easy

3. Champions of ‘the Citizen’ and ‘stakeholders’ are best placed to lead a new way

4. Co-creation has many benefits (and some traps)

• Benefits are best ideas for better outcomes with wider ownership of what needs to happen and a confidence to make it happen

• the necessary ingredients for true change

27

In Summary ...

1. Innovation now an expectation

2. Overcoming Government constraints not easy

3. Champions of ‘the Citizen’ and ‘stakeholders’ are best placed to lead a new way

4. Co-creation has many benefits (and some traps)

• Benefits are best ideas for better outcomes with wider ownership of what needs to happen and a confidence to make it happen

• the necessary ingredients for true change

5. Successful innovation requires a new disciplined approach to creativity

27

In Summary ...

1. Innovation now an expectation

2. Overcoming Government constraints not easy

3. Champions of ‘the Citizen’ and ‘stakeholders’ are best placed to lead a new way

4. Co-creation has many benefits (and some traps)

• Benefits are best ideas for better outcomes with wider ownership of what needs to happen and a confidence to make it happen

• the necessary ingredients for true change

5. Successful innovation requires a new disciplined approach to creativity

6. You are well positioned to lead

27

In Summary ...

1. Innovation now an expectation

2. Overcoming Government constraints not easy

3. Champions of ‘the Citizen’ and ‘stakeholders’ are best placed to lead a new way

4. Co-creation has many benefits (and some traps)

• Benefits are best ideas for better outcomes with wider ownership of what needs to happen and a confidence to make it happen

• the necessary ingredients for true change

5. Successful innovation requires a new disciplined approach to creativity

6. You are well positioned to lead

RIGHT MINDS TO RIGHT PROBLEM FOR RIGHT OUTCOME

Growth Solutions GroupMarket StrategyResearchBrand & Communication

Level 11. 99 Queen StreetMelbourne. Victoria 3000. Australia

T. +61 3 9670 4700W. www.gsg.com.au

Reason meets Imagination

This document is not to be copied without permission

Thank you.