design thinking

Why This Simple Government Website Was Named the Best Design of the Year

Curated on January 16, 2014November 1, 2018 by Stefaan Verhulst

Kelsey Campbell-Dollaghan on Gizmodo: “When was the last time you tried to find a government form on the Internet? For me, it was a few months back, trying to track down an absentee ballot. And while I love American flag GIFs as much as the next patriot, I was amazed at the labyrinth of independent sites I had to visit before I found what I was looking for. Bringing the web presence of an entire government under one roof is a Sisyphean task, and the UK is one of the only countries that’s managed to do it, with Gov.uk, a one-stop-web-shop that launched earlier this year.

Today, at a ceremony in London, the site was named the 2013 Best Design of the Year by the Design Museum, beating out 99 shortlisted buildings, inventions, and cars for the honor. It’s the first website to ever win the six-year-old title, too—which illustrates just how remarkable the achievement really is.

Here’s what makes it so deceivingly special.

Why This Simple Government Website Was Named the Best Design of the Year

Why does a straightforward, cut-and-dry website deserve the award? Because of that straightforwardness, actually. “There were thousands of websites, and we folded them into Gov.uk to make just one,” says Ben Terrett, head of design at the UK’s Government Digital Service, in a Dezeen-produced video. “Booking a prison stay should be as easy as booking a driver’s license test.”…

Terrett describes Gov.uk as an attempt to bring web design up to speed with technology like Glass, where the user interfacer all but disappears. “We haven’t achieved that yet with most web interfaces, [where] you can still see the graphic design,” he says. “But technology will change, and we’ll get past that.”

Design in public and social innovation

Curated on January 9, 2014November 1, 2018 by Stefaan Verhulst

New paper by Geoff Mulgan (Nesta): “What’s going right and what’s going wrong? Is design a key to more efficient and effective public services, or a costly luxury, good for conferences and consultants but not for the public?
This paper looks at the elements of the design method; the strengths of current models; some of their weaknesses and the common criticisms made of them; and what might be the way forward.

E-Government and Its Limitations: Assessing the True Demand Curve for Citizen Public Participation

Curated on December 5, 2013May 29, 2019 by Stefaan Verhulst

Paper by David Karpf: “Many e-government initiatives start with promise, but end up either as digital “ghost towns” or as a venue exploited by organized interests. The problem with these initiatives is rooted in a set of common misunderstandings about the structure of citizen interest in public participation – simply put, the Internet does not create public interest, it $2 public interest. Public interest can be high or low, and governmental initiatives can be polarized or non-polarized. The paper discusses two common pitfalls (“the Field of Dreams Fallacy” and “Blessed are the Organized”) that demand alternate design choices and modified expectations. By treating public interest and public polarization as variables, the paper develops a typology of appropriate e-government initiatives that can help identify the boundary conditions for transformative digital engagement.”

E-Government and Its Limitations: Assessing the True Demand Curve for Citizen Public Participation

Curated on November 6, 2013May 29, 2019 by Stefaan Verhulst

Paper by David Karpf: “Many e-government initiatives start with promise, but end up either as digital “ghost towns” or as a venue exploited by organized interests. The problem with these initiatives is rooted in a set of common misunderstandings about the structure of citizen interest in public participation – simply put, the Internet does not create public interest, it reveals public interest. Public interest can be high or low, and governmental initiatives can be polarized or non-polarized. The paper discusses two common pitfalls (“the Field of Dreams Fallacy” and “Blessed are the Organized”) that demand alternate design choices and modified expectations. By treating public interest and public polarization as variables, the paper develops a typology of appropriate e-government initiatives that can help identify the boundary conditions for transformative digital engagement….

Figure 1: Typology of Appropriate E-government Projects”

Online public services and Design Thinking for governments

Curated on September 30, 2013August 15, 2018 by Stefaan Verhulst

Ela Alptekin: “The digital era has changed the expectations citizens have regarding the communication of public services and their engagement with government agencies. ‘Digital Citizenship’ is common place and this is a great opportunity for institutions to explore the benefits this online presence offers.

Most government agencies have moved their public services to digital platforms by applying technology to the exact same workflow they had earlier. They’ve replaced hard copies with emails and signatures with digital prints. However, Information Technologies don’t just improve the efficiency of governments, they also have the power to transform how governments work by redefining their engagement with citizens. With this outlook they can expand the array of services that could be provided and implemented.

When it comes to online public services there are two different paths to building-up a strategy: Governments can either: Use stats, trends and quantitative surveys to measure and produce “reliable results”; or they can develop a deeper understanding of the basic needs of their consumers for a specific problem. With that focus, they may propose a solid solution that would satisfy those needs.

Two of the primary criteria of evaluation in any measurement or observation are:

Does the same measurement process yields the same results?
Are we measuring what we intend to measure?

These two concepts are reliability and validity.

According to Roger Martin, author of “The Design of Business”, truly innovative organisations are those that have managed to balance the “reliability” of analytical thinking with the “validity” of abductive thinking. Many organisations often don’t find this balance between reliability and validity and choose only the reliable data to move on with their future implementations.

So what is the relationship between reliability and validity? The two do not necessarily go hand-in-hand.

“At best, we have a measure that has both high validity and high reliability. It yields consistent results in repeated application and it accurately reflects what we hope to represent.

It is possible to have a measure that has high reliability but low validity – one that is consistent in getting bad information or consistent in missing the mark. *It is also possible to have one that has low reliability and low validity – inconsistent and not on target.

Finally, it is not possible to have a measure that has low reliability and high validity – you can’t really get at what you want or what you’re interested in if your measure fluctuates wildly.” – click here for further reading.

Many online, government, public services are based on reliable data and pay no attention to the validity of the results ( 1st figure “reliable but not valid” ).

What can government agencies use to balance the reliability and validity when it comes to public services? The answer is waiting in Design Thinking and abductive reasoning.

….Design thinking helps agencies to go back to the basics of what citizens need from their governments. It can be used to develop both reliable and valid online public services that are able to satisfy their needs….

As Government accelerates towards a world of public services that are digital by default, is this going to deliver the kind of digital services that move the public with them?

To find out, thinkpublic partnered with Consumer Focus (UK) to undertake detailed research into some of the fundamental questions and issues that users of digital public services are interested in. The findings have been published today in the Manifesto for Online Public Services, which sets out simple guiding principles to be placed at the heart of online service design.”

Creating Networked Cities

Curated on August 30, 2013November 1, 2018 by Stefaan Verhulst

New Report by Alissa Black and Rachel Burstein, New America Foundation: “In April 2013 the California Civic Innovation Project released a report, The Case for Strengthening Personal Networks in California Local Governments, highlighting the important role of knowledge sharing in the diffusion of innovations from one city or county to another, and identifying personal connections as a significant source of information when it comes to learning about and implementing innovations.
Based on findings from CCIP’s previous study, Creating Networked Cities makes recommendations on how local government leaders, professional associations, and foundation professionals might promote and improve knowledge sharing through developing, strengthening and leveraging their networks. Strong local government networks support the continual sharing and advancement of projects, emerging practices, and civic innovation…Download CCIP’s recommendations for strengthening local government networks and diffusing innovation here.”

What should we do about the naming deficit/surplus?

Curated on August 9, 2013November 1, 2018 by Stefaan Verhulst

Tom Steinberg in mySociety Blog: “As I wrote in my last post, I am very concerned about the lack of comprehensible, consistent language to talk about the hugely diverse ways in which people are using the internet to bring about social and political change….My approach to finding an appropriate name was to look at the way that other internet industry sectors are named, so that I could choose a name that sits nicely next to very familiar sectoral labels….

Segmenting the Civic Power sector

Choosing a single sectoral name – Civic Power – is not really the point of this exercise. The real benefit would come from being able to segment the many projects within this sector so that they are more easy to compare and contrast.

Here is my suggested four part segmentation of the Civic Power sector…:

Decision influencing organisations try to directly shape or change particular decisions made by powerful individuals or organisations.
Regime changing organisations try to replace decision makers, not persuade them.
Citizen Empowering organisations try to give people the resources and the confidence required to exert power for whatever purpose those people see fit, both now and in the future.
Digital Government organisations try to improve the ways in which governments acquire and use computers and networks. Strictly speaking this is just a sub-category of ‘decision influencing organisation’, on a par with an environmental group or a union, but more geeky.”

Empirically Informed Regulation

Curated on August 4, 2013November 7, 2018 by Stefaan Verhulst

Paper by Cass Sunstein: “In recent years, social scientists have been incorporating empirical findings about human behavior into economic models. These findings offer important insights for thinking about regulation and its likely consequences. They also offer some suggestions about the appropriate design of effective, low-cost, choice-preserving approaches to regulatory problems, including disclosure requirements, default rules, and simplification. A general lesson is that small, inexpensive policy initiatives can have large and highly beneficial effects. In the United States, a large number of recent practices and reforms reflect an appreciation of this lesson. They also reflect an understanding of the need to ensure that regulations have strong empirical foundations, both through careful analysis of costs and benefits in advance and through retrospective review of what works and what does not.”