Article at GreenTechEfficiency: “Hundreds of behavioral energy efficiency programs have sprung up across the U.S. in the past five years, but the effectiveness of the programs — both in terms of cost savings and reduced energy use — can be difficult to gauge.
Of nearly 300 programs, a new report from the American Council for an Energy-Efficient Economy was able to accurately calculate the cost of saved energy from only ten programs….
To help utilities and regulators better define and measure behavioral programs, ACEEE offers a new taxonomy of utility-run behavior programs that breaks them into three major categories:
Cognition: Programs that focus on delivering information to consumers. (This includes general communication efforts, enhanced billing and bill inserts, social media and classroom-based education.)
Calculus: Programs that rely on consumers making economically rational decisions. (This includes real-time and asynchronous feedback, dynamic pricing, games, incentives and rebates and home energy audits.)
Social interaction: Programs whose key drivers are social interaction and belonging. (This includes community-based social marketing, peer champions, online forums and incentive-based gifts.)
….
While the report was mostly preliminary, it also offered four steps forward for utilities that want to make the most of behavioral programs.
Stack. The types of programs might fit into three broad categories, but judiciously blending cues based on emotion, reason and social interaction into programs is key, according to ACEEE. Even though the report recommends stacked programs that have a multi-modal approach, the authors acknowledge, “This hypothesis will remain untested until we see more stacked programs in the marketplace.”
Track. Just like other areas of grid modernization, utilities need to rethink how they collect, analyze and report the data coming out of behavioral programs. This should include metrics that go beyond just energy savings.
Share. As with other utility programs, behavior-based energy efficiency programs can be improved upon if utilities share results and if reporting is standardized across the country instead of varying by state.
Coordinate. Sharing is only the first step. Programs that merge water, gas and electricity efficiency can often gain better results than siloed programs. That approach, however, requires a coordinated effort by regional utilities and a change to how programs are funded and evaluated by regulators.”
Using Social Media in Rulemaking: Possibilities and Barriers
New paper by Michael Herz (Cardozo Legal Studies Research Paper No. 417): “Web 2.0” is characterized by interaction, collaboration, non-static web sites, use of social media, and creation of user-generated content. In theory, these Web 2.0 tools can be harnessed not only in the private sphere but as tools for an e-topia of citizen engagement and participatory democracy. Notice-and-comment rulemaking is the pre-digital government process that most approached (while still falling far short of) the e-topian vision of public participation in deliberative governance. The notice-and-comment process for federal agency rulemaking has now changed from a paper process to an electronic one. Expectations for this switch were high; many anticipated a revolution that would make rulemaking not just more efficient, but also more broadly participatory, democratic, and dialogic. In the event, the move online has not produced a fundamental shift in the nature of notice-and-comment rulemaking. At the same time, the online world in general has come to be increasingly characterized by participatory and dialogic activities, with a move from static, text-based websites to dynamic, multi-media platforms with large amounts of user-generated content. This shift has not left agencies untouched. To the contrary, agencies at all levels of government have embraced social media – by late 2013 there were over 1000 registered federal agency twitter feeds and over 1000 registered federal agency Facebook pages, for example – but these have been used much more as tools for broadcasting the agency’s message than for dialogue or obtaining input. All of which invites the questions whether agencies could or should directly rely on social media in the rulemaking process.
This study reviews how federal agencies have been using social media to date and considers the practical and legal barriers to using social media in rulemaking, not just to raise the visibility of rulemakings, which is certainly happening, but to gather relevant input and help formulate the content of rules.
The study was undertaken for the Administrative Conference of the United States and is the basis for a set of recommendations adopted by ACUS in December 2013. Those recommendations overlap with but are not identical to the recommendations set out herein.”
How could technology improve policy-making?
Beccy Allen from the Hansard Society (UK): “How can civil servants be sure they have the most relevant, current and reliable data? How can open data be incorporated into the policy making process now and what is the potential for the future use of this vast array of information? How can parliamentary clerks ensure they are aware of the broadest range of expert opinion to inform committee scrutiny? And how can citizens’ views help policy makers to design better policy at all stages of the process?
These are the kind of questions that Sense4us will be exploring over the next three years. The aim is to build a digital tool for policy-makers that can:
- locate a broad range of relevant and current information, specific to a particular policy, incorporating open data sets and citizens’ views particularly from social media; and
- simulate the consequences and impact of potential policies, allowing policy-makers to change variables and thereby better understand the likely outcomes of a range of policy options before deciding which to adopt.
It is early days for open data and open policy making. The word ‘digital’ peppers the Civil Service Reform Plan but the focus is often on providing information and transactional services digitally. Less attention is paid to how digital tools could improve the nature of policy-making itself.
The Sense4us tool aims to help bridge the gap. It will be developed in consultation with policy-makers at different levels of government across Europe to ensure its potential use by a wide range of stakeholders. At the local level, our partners GESIS (the Leibniz-Institute for the Social Sciences) will be responsible for engaging with users at the city level in Berlin and in the North Rhine-Westphalia state legislature At the multi-national level Government to You (Gov2u) will engage with users in the European Parliament and Commission. Meanwhile the Society will be responsible for national level consultation with civil servants, parliamentarians and parliamentary officials in Whitehall and Westminster exploring how the tool can be used to support the UK policy process. Our academic partners leading on technical development of the tool are the IT Innovation Centre at Southampton University, eGovlab at Stockholm University, the University of Koblenz-Landau and the Knowledge Media Institute at the Open University.”
NESTA: 14 predictions for 2014
NESTA: “Every year, our team of in-house experts predicts what will be big over the next 12 months.
This year we set out our case for why 2014 will be the year we’re finally delivered the virtual reality experience we were promised two decades ago, the US will lose technological control of the Internet, communities will start crowdsourcing their own political representatives and we’ll be introduced to the concept of extreme volunteering – plus 10 more predictions spanning energy, tech, health, data, impact investment and social policy…
People powered data
The growing movement to take back control of personal data will reach a tipping point, says Geoff Mulgan
2014 will be the year when citizens start to take control over their own data. So far the public has accepted a dramatic increase in use of personal data because it doesn’t impinge much on freedom, and helps to give us a largely free internet.
But all of that could be about to change. Edward Snowden’s NSA revelations have fuelled a growing perception that the big social media firms are cavalier with personal data (a perception not helped by Facebook and Google’s recent moves to make tracking cookies less visible) and the Information Commissioner has described the data protection breaches of many internet firms, banks and others as ‘horrifying’.
According to some this doesn’t matter. Scott McNealy of Sun Microsystems famously dismissed the problem: “you have zero privacy anyway. Get over it.” Mark Zuckerberg claims that young people no longer worry about making their lives transparent. We’re willing to be digital chattels so long as it doesn’t do us any visible harm.
That’s the picture now. But the past isn’t always a good guide to the future. More digitally savvy young people put a high premium on autonomy and control, and don’t like being the dupes of big organisations. We increasingly live with a digital aura alongside our physical identity – a mix of trails, data, pictures. We will increasingly want to shape and control that aura, and will pay a price if we don’t.
That’s why the movement for citizen control over data has gathered momentum. It’s 30 years since Germany enshrined ‘informational self-determination’ in the constitution and other countries are considering similar rules. Organisations like Mydex and Qiy now give users direct control over a store of their personal data, part of an emerging sector of Personal Data Stores, Privacy Dashboards and even ‘Life Management Platforms’. …
In the UK, the government-backed Midata programme is encouraging firms to migrate data back to public control, while the US has introduced green, yellow and blue buttons to simplify the option of taking back your data (in energy, education and the Veterans Administration respectively). Meanwhile a parallel movement encourages people to monetise their own data – so that, for example, Tesco or Experian would have to pay for the privilege of making money out of analysing your purchases and behaviours.
When people are shown what really happens to their data now they are shocked. That’s why we may be near a tipping point. A few more scandals could blow away any remaining complacency about the near future world of ubiquitous facial recognition software (Google Glasses and the like), a world where more people are likely to spy on their neighbours, lovers and colleagues.
The crowdsourced politician
But all of that could be about to change. Edward Snowden’s NSA revelations have fuelled a growing perception that the big social media firms are cavalier with personal data (a perception not helped by Facebook and Google’s recent moves to make tracking cookies less visible) and the Information Commissioner has described the data protection breaches of many internet firms, banks and others as ‘horrifying’.
According to some this doesn’t matter. Scott McNealy of Sun Microsystems famously dismissed the problem: “you have zero privacy anyway. Get over it.” Mark Zuckerberg claims that young people no longer worry about making their lives transparent. We’re willing to be digital chattels so long as it doesn’t do us any visible harm.
That’s the picture now. But the past isn’t always a good guide to the future. More digitally savvy young people put a high premium on autonomy and control, and don’t like being the dupes of big organisations. We increasingly live with a digital aura alongside our physical identity – a mix of trails, data, pictures. We will increasingly want to shape and control that aura, and will pay a price if we don’t.
That’s why the movement for citizen control over data has gathered momentum. It’s 30 years since Germany enshrined ‘informational self-determination’ in the constitution and other countries are considering similar rules. Organisations like Mydex and Qiy now give users direct control over a store of their personal data, part of an emerging sector of Personal Data Stores, Privacy Dashboards and even ‘Life Management Platforms’. …
In the UK, the government-backed Midata programme is encouraging firms to migrate data back to public control, while the US has introduced green, yellow and blue buttons to simplify the option of taking back your data (in energy, education and the Veterans Administration respectively). Meanwhile a parallel movement encourages people to monetise their own data – so that, for example, Tesco or Experian would have to pay for the privilege of making money out of analysing your purchases and behaviours.
When people are shown what really happens to their data now they are shocked. That’s why we may be near a tipping point. A few more scandals could blow away any remaining complacency about the near future world of ubiquitous facial recognition software (Google Glasses and the like), a world where more people are likely to spy on their neighbours, lovers and colleagues.
The crowdsourced politician
This year we’ll see the rise of the crowdsourced independent parliamentary candidate, says Brenton Caffin
…In response, existing political institutions have sought to improve feedback between the governing and the governed through the tentative embrace of crowdsourcing methods, ranging from digital engagement strategies, open government challenges, to the recent stalled attempt to embrace open primaries by the Conservative Party (Iceland has been braver by designing its constitution by wiki). Though for many, these efforts are both too little and too late. The sense of frustration that no political party is listening to the real needs of people is probably part of the reason Russell Brand’s interview with Jeremy Paxman garnered nine million views in its first month on YouTube.…
However a glimpse of an alternative approach may have arrived courtesy of the 2013 Australian Federal Election.
Tired of being taken for granted by the local MP, locals in the traditionally safe conservative seat of Indi embarked on a structured process of community ‘kitchen table’ conversations to articulate an independent account of the region’s needs. The community group, Voice for Indi, later nominated its chair, Cath McGowan, as an independent candidate. It crowdfunded their campaign finances and built a formidable army of volunteers through a sophisticated social media operation….
The rise of ‘extreme’ volunteering
However a glimpse of an alternative approach may have arrived courtesy of the 2013 Australian Federal Election.
Tired of being taken for granted by the local MP, locals in the traditionally safe conservative seat of Indi embarked on a structured process of community ‘kitchen table’ conversations to articulate an independent account of the region’s needs. The community group, Voice for Indi, later nominated its chair, Cath McGowan, as an independent candidate. It crowdfunded their campaign finances and built a formidable army of volunteers through a sophisticated social media operation….
The rise of ‘extreme’ volunteering
By the end of 2014 the concept of volunteering will move away from the soup kitchen and become an integral part of how our communities operate, says Lindsay Levkoff Lynn
…Extreme volunteering is about regular people going beyond the usual levels of volunteering. It is a deeper and more intensive form of volunteering, and I predict we will see more of these amazing commitments of ‘people helping people’ in the years to come.
Let me give you a few early examples of what we are already starting to see in the UK:
Let me give you a few early examples of what we are already starting to see in the UK:
- Giving a whole year of your life in service of kids. That’s what City Year volunteers do – Young people (18-25) dedicate a year, full-time, before university or work to support head teachers in turning around the behaviour and academics of some of the most underprivileged UK schools.
- Giving a stranger a place to live and making them part of your family. That’s what Shared Lives Plus carers do. They ‘adopt’ an older person or a person with learning disabilities and offer them a place in their family. So instead of institutional care, families provide the full-time care – much like a ‘fostering for adults’ programme. Can you imagine inviting someone to come and live with you?…
Buenos Aires, A Pocket of Civic Innovation in Argentina
Rebecca Chao in TechPresident: “…In only a few years, the government, civil society and media in Buenos Aires have actively embraced open data. The Buenos Aires city government has been publishing data under a creative commons license and encouraging civic innovation through hackathons. NGOs have launched a number of tech-driven tools and Argentina’s second largest newspaper, La Nación, has published several hard-hitting data journalism projects. The result is a fledgling but flourishing open data culture in Buenos Aires, in a country that has not yet adopted a freedom of information law.
A Wikipedia for Open Government Data
In late August of this year, the Buenos Aires government declared a creative commons license for all of its digital content, which allows it be used for free, like Wikipedia content, with proper attribution. This applies to their new open data catalog that allows users to visualize the data, examine apps that have been created using the data and even includes a design lab for posting app ideas. Launched only in March, the government has already published fairly substantial data sets, including the salaries of city officials. The website also embodies the principals of openness in its design; it is built with open-source software and its code is available for reuse via GitHub.
“We were the first city in Argentina doing open government,” Rudi Borrmann tells techPresident over Skype. Borrmann is the Director of Buenos Aires’ Open Government Initiative. Previously, he was the social media editor at the city’s New Media Office but he also worked for many years in digital media…
While the civil society and media sectors have forged ahead in using open data, Borrmann tells techPresident that up in the ivory tower, openness to open data has been lagging. “Only technical schools are starting to create areas focused on working on open data,” he says.
In an interview with NYU’s govlab, Borrmann explained the significance of academia in using and pushing for more open data. “They have the means, the resources, the methodology to analyze…because in government you don’t have that time to analyze,” he said.
Another issue with open data is getting other branches of the government to modernize. Borrmann says that a lot of the Open Government’s work is done behind the scenes. “In general, you have very poor IT infrastructure all over Latin America” that interferes with the gathering and publishing of data, he says. “So in some cases it’s not about publishing or not publishing,” but about “having robust infrastructure for the information.”
It seems that the behind the scenes work is bearing some fruit. Just last week, on Dec. 6, the team behind the Buenos Aires open data website launched an impressive, interactive timeline, based on a similar timelapse map developed by a 2013 Knight-Mozilla Fellow, Noah Veltman. Against faded black and white photos depicting the subway from different decades over the last century, colorful pops of the Subterráneo lines emerge alongside factoids that go all the way back to 1910.”
The Documented Life
Sherry Turkle in the New York Times: “I’ve been studying people and mobile technology for more than 15 years. Until recently, it was the sharing that seemed most important. People didn’t seem to feel like themselves unless they shared a thought or feeling, even before it was clear in their mind. The new sensibility played on the Cartesian with a twist: “I share, therefore I am.”
These days, we still want to share, but now our first focus is to have, to possess, a photograph of our experience.
I interview people about their selfies. It’s how they keep track of their lives….We interrupt conversations for documentation all the time.
A selfie, like any photograph, interrupts experience to mark the moment. In this, it shares something with all the other ways we break up our day, when we text during class, in meetings, at the theater, at dinners with friends. And yes, at funerals, but also more regularly at church and synagogue services. We text when we are in bed with our partners and spouses. We watch our political representatives text during sessions.
Technology doesn’t just do things for us. It does thing to us, changing not just what we do but who we are. The selfie makes us accustomed to putting ourselves and those around us “on pause” in order to document our lives. It is an extension of how we have learned to put our conversations “on pause” when we send or receive a text, an image, an email, a call. When you get accustomed to a life of stops and starts, you get less accustomed to reflecting on where you are and what you are thinking.
We don’t experience interruptions as disruptions anymore….”
Digital Passivity
Jaron Lanier in the New York Times: “I fear that 2013 will be remembered as a tragic and dark year in the digital universe, despite the fact that a lot of wonderful advances took place.
It was the year in which tablets became ubiquitous and advanced gadgets like 3-D printers and wearable interfaces emerged as pop phenomena; all great fun. Our gadgets have widened access to our world. We now regularly communicate with people we would not have been aware of before the networked age. We can find information about almost anything, any time.
But 2013 was also the year in which we became aware of the corner we’ve backed ourselves into. We learned — through the leaks of Edward J. Snowden, the former U.S. National Security Agency contractor, and the work of investigative journalists — how much our gadgets and our digital networks are being used to spy on us by ultra-powerful, remote organizations. We are being dissected more than we dissect.
I wish I could separate the two big trends of the year in computing — the cool gadgets and the revelations of digital spying — but I cannot.
Back at the dawn of personal computing, the idealistic notion that drove most of us was that computers were tools for leveraging human intelligence to ever-greater achievement and fulfillment. This was the idea that burned in the hearts of pioneers like Alan Kay, who a half-century ago was already drawing illustrations of how children would someday use tablets.
But tablets do something unforeseen: They enforce a new power structure. Unlike a personal computer, a tablet runs only programs and applications approved by a central commercial authority. You control the data you enter into a PC, while data entered into a tablet is often managed by someone else.
Steve Jobs, who oversaw the introduction of the spectacularly successful iPad at Apple, declared that personal computers were now ‘‘trucks’’ — tools for working-class guys in T-shirts and visors, but not for upwardly mobile cool people. The implication was that upscale consumers would prefer status and leisure to influence or self-determination.
I am not sure who is to blame for our digital passivity. Did we give up on ourselves too easily?
This would be bleak enough even without the concurrent rise of the surveillance economy. Not only have consumers prioritized flash and laziness over empowerment; we have also acquiesced to being spied on all the time.
The two trends are actually one. The only way to persuade people to voluntarily accept the loss of freedom is by making it look like a great bargain at first.
Consumers were offered free stuff (like search and social networking) in exchange for agreeing to be watched. Vast fortunes can be made by those who best use the personal data you voluntarily hand them. Instagram, introduced in 2010, had only 13 employees and no business plan when it was bought by Facebook less than two years later for $1 billion.
One can argue that network technology enhances democracy because it makes it possible, for example, to tweet your protests. But complaining is not yet success. Social media didn’t create jobs for young people in Cairo during the Arab Spring…”
20 Innovations that Mattered in 2013
New Guide from GovLoop: “The end of the year means two things: setting unrealistic New Year’s resolutions and endless retrospectives. While we can’t force you to put down the cake and pick up a carrot, we can help you to do your job better by highlighting some of the biggest and best innovations to come out of government in the last 365 days.
The past year brought us the Interior Department’s Instagram feed and Colorado’s redesigned website. It also brought us St. Louis’ optimized data analytics that make their city safer and North Carolina’s iCenter that adopted a “try before you buy” policy.
All of these new technologies and tactics saved time and resources, critical outcomes in the current government landscape where budget cuts are making each new purchase risky.
But these were not the only buzzworthy projects for government technology in 2013. In this end-of-year issue, GovLoop analyzed the 20 best innovations in government in four different categories:
- Mobile Apps Movers and Shakers?
- Big Data Dynamos
- Social Media Mavericks
- Website Wonders
We also asked two of the most innovative Chief Information Officers in the country to don some Google Glass’ In a year where the government shutdown and sequestration brought progress to a screeching halt, many agencies were able to rise above the inauspicious environment and produce groundbreaking and innovative programs.
For instance, when the horrible bombings brought terror to the finish line of the Boston Marathon, the local police department sprang into action. They immediately mobilized their forces on the ground. But then they did something else, too. The Boston Police Department took to Twitter. The social media team was informative, timely and, accurate. The BPD flipped the script on emergency media management. They innovated in a time of crisis and got people the information they needed in a timely and appropriate manner.
We know that oftentimes it is hard to see through the budget cuts and government shutdowns, but government innovation is all around us. Our goal with this guide is to showcase programs that are not only making a difference but demonstrate risk and reward….”
Building tech-powered public services
New publication by Sarah Bickerstaffe from IPPR (UK): “Given the rapid pace of technological change and take-up by the public, it is a question of when not if public services become ‘tech-powered’. This new paper asks how we can ensure that innovations are successfully introduced and deployed.
Can technology improve the experience of people using public services, or does it simply mean job losses and a depersonalised offer to users?
Could tech-powered public services be an affordable, sustainable solution to some of the challenges of these times of austerity?
This report looks at 20 case studies of digital innovation in public services, using these examples to explore the impact of new and disruptive technologies. It considers how tech-powered public services can be delivered, focusing on the area of health and social care in particular.
We identify three key benefits of increasing the role of technology in public services: saving time, boosting user participation, and encouraging users to take responsibility for their own wellbeing.
In terms of how to successfully implement technological innovations in public services, five particular lessons stood out clearly and consistently:
Could tech-powered public services be an affordable, sustainable solution to some of the challenges of these times of austerity?
This report looks at 20 case studies of digital innovation in public services, using these examples to explore the impact of new and disruptive technologies. It considers how tech-powered public services can be delivered, focusing on the area of health and social care in particular.
We identify three key benefits of increasing the role of technology in public services: saving time, boosting user participation, and encouraging users to take responsibility for their own wellbeing.
In terms of how to successfully implement technological innovations in public services, five particular lessons stood out clearly and consistently:
- User-based iterative design is critical to delivering a product that solves real-world problems. It builds trust and ensures the technology works in the context in which it will be used.
- Public sector expertise is essential in order for a project to make the connections necessary to initial development and early funding.
- Access to seed and bridge funding is necessary to get projects off the ground and allow them to scale up.
- Strong leadership from within the public sector is crucial to overcoming the resistance that practitioners and managers often show initially.
- A strong business case that sets out the quality improvements and cost savings that the innovation can deliver is important to get attention and interest from public services.
The seven headline case studies in this report are:
- Patchwork creates an elegant solution to join up professionals working with troubled families, in an effort to ensure that frontline support is truly coordinated.
- Casserole Club links people who like cooking with their neighbours who are in need of a hot meal, employing the simplest possible technology to grow social connections.
- ADL Smartcare uses a facilitated assessment tool to make professional expertise accessible to staff and service users without years of training, meaning they can carry out assessments together, engaging people in their own care and freeing up occupational therapists to focus where they are needed.
- Mental Elf makes leading research in mental health freely available via social media, providing accessible summaries to practitioners and patients who would not otherwise have the time or ability to read journal articles, which are often hidden behind a paywall.
- Patient Opinion provides an online platform for people to give feedback on the care they have received and for healthcare professionals and providers to respond, disrupting the typical complaints process and empowering patients and their families.
- The Digital Pen and form system has saved the pilot hospital trust three minutes per patient by avoiding the need for manual data entry, freeing up clinical and administrative staff for other tasks.
- Woodland Wiggle allows children in hospital to enter a magical woodland world through a giant TV screen, where they can have fun, socialise, and do their physiotherapy.”
When the wisdom of crowds meets the kindness of strangers
Tim Kelsey (NHS) on why patient and citizen participation is fundamental to high quality health and care services: “…But above all my priority is to improve the way in which health and care services listen to people – and can therefore act and change. The work of entrepreneurs and apps developers like Patients Like Me, Patient Opinion and iwantgreatcare confirms the benefits of real time patient and citizen participation. The challenge is to do this at scale: open the doors, invite the whole community into the job of improving our national health service. Share decision making. Everybody needs the opportunity – and should be encouraged – to participate.
In April, the NHS did something unprecedented – it launched the Friends and Family Test (FFT), the first time a health service has reported a single measure of patient satisfaction for every hospital. It asked people to say whether they would recommend local inpatient and A&E services; the results are published every month on NHS Choices. By October more than 1m people had participated and hundreds of thousands had volunteered additional real time comments and feedback to local hospitals. ‘Great news’, said David Cameron – who has championed FFT from the start – in a tweet to mark the milestone, ‘giving patients a stronger voice in the NHS’.
This is the boldest move yet to promote patient voice at volume in the NHS and to concentrate our collective focus on improvement in care. At Hillingdon Hospitals NHS Trust, patients reported they could not sleep at night so staff have launched a ‘comfort at night’ campaign and developed a protocol for patient experience ‘never events’. In Lewisham, patients complained about poor communication and staff attitudes. They now plan daily visits for each patient. In Hull, bereaved families complained they had to pay car parking fees; the Trust has now given free passes to relatives in mourning. Routine feedback enables a different kind of conversation between the patient and the clinician. It is a catalyst for change. Commissioners will have to demonstrate how they are improving FFT for local communities to qualify for Quality Premium incentives.
This kind of customer insight is fundamental to the way we make choices as consumers. The NHS is not a hotel chain, nor a city authority: but there are vital lessons it can learn from Amazon and Trip Adviser about the power of transparency and feedback. In New York, more than 90,000 people every day share their views by phone, email and tweet on rubbish collections, potholes and dangerous buildings – and the city has become safer and cleaner.
Friends and family has its critics: people worry about the potential for gaming, for example. But the evidence, after six months, is of overwhelming human benefit and that’s why every maternity unit started to offer FFT to patients in October and why every NHS service will do so from 2015. It’s also why we are now requiring that every local organisation should offer people the chance to comment on, as well as rate, services from next year (most already do).
Some people ask me how we are ensuring the focus on transparency and participation is inclusive. We have launched Care Connect, a pilot project to test how giving people access by telephone and social media could improve feedback and complaints. Recognising that digital exclusion is an issue in some of our communities, we have started a partnership with the Tinder Foundation to help 100,000 people learn how to go online for health benefit. None of these initiatives exist in isolation, nor do I see them as ‘silver bullets’. My aim is to work with and build on existing good practice to make people’s voices heard and help the NHS act on them.
In a characteristically thoughtful talk last week, MT Rainey, social activist and former marketing guru, issued this challenge to the NHS: ‘How will we make the wisdom of the crowd meet the kindness of strangers?’ How do the tools of our age – big data, the internet, the mobile phone – meet the values of our species: compassion and honesty and doing our best for others? Friends and family is a good start. We are witnessing the birth of a new knowledge economy and a new social movement. The future is open.”