Online public services and Design Thinking for governments

Curated on Posted on 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:

  1. Does the same measurement process yields the same results?

  2. 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.”

Digital Participation – The Case of the Italian 'Dialogue with Citizens'

Curated on Posted on by Stefaan Verhulst

New paper by Gianluca Sgueo presented at Democracy and Technology – Europe in Tension from the 19th to the 21th Century – Sorbonne Paris, 2013: “This paper focuses on the initiative named “Dialogue With Citizens” that the Italian Government introduced in 2012. The Dialogue was an entirely web-based experiment of participatory democracy aimed at, first, informing citizens through documents and in-depth analysis and, second, designed for answering to their questions and requests. During the year and half of life of the initiative roughly 90.000 people wrote (approximately 5000 messages/month). Additionally, almost 200.000 participated in a number of public online consultations that the government launched in concomitance with the adoption of crucial decisions (i.e. the spending review national program).
From the analysis of this experiment of participatory democracy three questions can be raised. (1) How can a public institution maximize the profits of participation and minimize its costs? (2) How can public administrations manage the (growing) expectations of the citizens once they become accustomed to participation? (3) Is online participatory democracy going to develop further, and why?
In order to fully answer such questions, the paper proceeds as follows: it will initially provide a general overview of online public participation both at the central and the local level. It will then discuss the “Dialogue with Citizens” and a selected number of online public consultations lead by the Italian government in 2012. The conclusions will develop a theoretical framework for reflection on the peculiarities and problems of the web-participation.”

Embracing Expertise

Curated on Posted on by Stefaan Verhulst
Biella Coleman in Concurring Opinions: “I often describe hacker politics as Weapons of the Geek, in contrast to Weapons of the Weak—the term anthropologist James Scott uses to capture the unique, clandestine nature of peasant politics. While Weapons of the Weak is a modality of politics among disenfranchised, economically marginalized populations who engage in small-scale illicit acts —such as foot dragging and minor acts of sabotage—that don’t appear on their surface to be political, Weapons of the Geek is a modality of politics exercised by a class of privileged actors who often lie at the center of economic life. Among geeks and hackers, political activities are rooted in concrete experiences of their craft—administering a server or editing videos—and portion of these hackers channel these skills toward political life. To put another way hackers don’t necessarily have class-consciousness, though some certainly do, but they all tend to have craft consciousness. But they have already shown they are willing to engage in prolific and distinct types of political acts from policy making to party politics, from writing free software to engaging in some of the most pronounced and personally risky acts of civil disobedience of the last decade as we saw with Snowden. Just because they are hackers does not mean they are only acting out their politics through technology even if their technological experiences usually inform their politics.
It concerns and bothers me that most technologists are male and white but I am not concerned, in fact I am quite thrilled, these experts are taking political charge. I tend to agree with Michael Shudson’s reading of Walter Lippman that when it comes to democracy we need more experts not less: “The intellectual challenge is not to invent democracy without experts, but to seek a way to harness experts to a legitimately democratic function.”
Imagine if as many doctors and professors mobilized their moral authority and expertise as hackers have done, to rise up and intervene in the problems plaguing their vocational domains. Professors would be visibly denouncing the dismal and outrageous labor conditions of adjuncts whose pay is a pittance. Doctors would be involved in the fight for more affordable health care in the United States. Mobilizing expertise does not mean other stakeholders can’t and should not have a voice but there are many practical and moral reasons why we should embrace a politics of expertise, especially if configured to allow more generally contributions.
 
More than any other group of experts, hackers have shown how productive an expert based politics can be. And many domains of hacker and geek politics such as the Pirate Parties and Anonymous are interesting precisely for how they marry an open participatory element along with a more technical, expert-based one. Expertise can co-exist with participation if configured as such.
My sense is that hacker (re: technically informed) based politics will grow more important in years to come. Just last week I went to visit one hacker-activist, Jeremy Hammond who is in jail for his politically motivated acts of direct action. I asked him what he thought of Edward Snowden’s revelations about the NSA’s blanket surveillance of American citizens. Along with saying he was encouraged for someone dared to expose this wrongdoing (as many of us are), he captured the enormous power held by hackers and technologists when he followed with this statement: “there are all these nerds who don’t agree with what is politically happening and they have power.”
Hammond and others are exercising their technical power and I generally think this is a net gain for democracy. But it is why we must diligently work toward establishing more widespread digital and technical literacy. The low numbers of female technologists and other minorities in and out of hacker-dom are appalling and disturbing (and why I am involved with initiatives like those of NCWIT to rectify this problem). There are certainly barriers internal to the hacker world but the problems are so entrenched and so systematic unless those are solved, the numbers of women in voluntary and political domains will continue to be low.
So it is not that expertise is the problem. It is the barriers that prevent a large class of individuals from ever becoming experts that concerns me the most”.

Explore the world’s constitutions with a new online tool

Curated on Posted on by Stefaan Verhulst

Official Google Blog: “Constitutions are as unique as the people they govern, and have been around in one form or another for millennia. But did you know that every year approximately five new constitutions are written, and 20-30 are amended or revised? Or that Africa has the youngest set of constitutions, with 19 out of the 39 constitutions written globally since 2000 from the region?
The process of redesigning and drafting a new constitution can play a critical role in uniting a country, especially following periods of conflict and instability. In the past, it’s been difficult to access and compare existing constitutional documents and language—which is critical to drafters—because the texts are locked up in libraries or on the hard drives of constitutional experts. Although the process of drafting constitutions has evolved from chisels and stone tablets to pens and modern computers, there has been little innovation in how their content is sourced and referenced.
With this in mind, Google Ideas supported the Comparative Constitutions Project to build Constitute, a new site that digitizes and makes searchable the world’s constitutions. Constitute enables people to browse and search constitutions via curated and tagged topics, as well as by country and year. The Comparative Constitutions Project cataloged and tagged nearly 350 themes, so people can easily find and compare specific constitutional material. This ranges from the fairly general, such as “Citizenship” and “Foreign Policy,” to the very specific, such as “Suffrage and turnouts” and “Judicial Autonomy and Power.”
Our aim is to arm drafters with a better tool for constitution design and writing. We also hope citizens will use Constitute to learn more about their own constitutions, and those of countries around the world.”

Prizes and Productivity: How Winning the Fields Medal Affects Scientific Output

Curated on Posted on by Stefaan Verhulst

New NBER working paper by George J. Borjas and Kirk B. Doran: “Knowledge generation is key to economic growth, and scientific prizes are designed to encourage it. But how does winning a prestigious prize affect future output? We compare the productivity of Fields medalists (winners of the top mathematics prize) to that of similarly brilliant contenders. The two groups have similar publication rates until the award year, after which the winners’ productivity declines. The medalists begin to “play the field,” studying unfamiliar topics at the expense of writing papers. It appears that tournaments can have large post-prize effects on the effort allocation of knowledge producers.”

Foundations of Digital Government

Curated on Posted on by Stefaan Verhulst

New book by Daniel Veit and Jan Huntgeburth: “Digital government consists in the purposeful use of information and communication technologies (ICT), in particular the internet, to transform the relationship between government and society in a positive manner. This book focuses on the current status, prospects and foundations of digital government. Integrating examples and cases from administrative practice, it covers all important aspects of digital government management. Learning outcomes include

  • Understanding the implications of the internet for government and society
  • Gaining deeper insights into the concept and opportunities of digital democracy
  • Understanding the challenges of moving public services online

Table of Contents: Preface.- 1 Introduction to Digital Government.- 2 Impact of Digital Government.- 3 The Digital Divide.- 4 Legal Aspects of Digital Service Delivery.- 5 Online One-Stop Government.- 6 Open Government.- 7 E-Procurement.- 8 E-Voting.- 9 E-Participation.- 10 Lesson Learned and Outlook.”

Smarter Than You Think: How Technology is Changing Our Minds for the Better

Curated on Posted on by Stefaan Verhulst

New book by Clive Thompson: “It’s undeniable—technology is changing the way we think. But is it for the better? Amid a chorus of doomsayers, Clive Thompson delivers a resounding “yes.” The Internet age has produced a radical new style of human intelligence, worthy of both celebration and analysis. We learn more and retain it longer, write and think with global audiences, and even gain an ESP-like awareness of the world around us. Modern technology is making us smarter, better connected, and often deeper—both as individuals and as a society.
In Smarter Than You Think Thompson shows that every technological innovation—from the written word to the printing press to the telegraph—has provoked the very same anxieties that plague us today. We panic that life will never be the same, that our attentions are eroding, that culture is being trivialized. But as in the past, we adapt—learning to use the new and retaining what’s good of the old.”

San Francisco To Test Online Participatory Budgeting

Curated on Posted on by Stefaan Verhulst

Crunch.gov: “Taxpayers are sometimes the best people to decide how their money gets spent — sounds obvious, but usually we don’t have a direct say beyond who we elect. That’s changing for San Francisco residents.
It intends to be the first major US city to allow citizens to directly vote on portions of budget via the web. While details are still coming together, its plan is for each city district to vote on $100,000 in expenditures. Citizens will get to choose how the money is spent from a list of options, similar to the way they already vote from a list of ballot propositions. Topical experts will help San Francisco residents deliberate online.
So-called “participatory budgeting” first began in the festival city of Porto Alegre, Brazil, in 1989, and has slowly been expanding throughout the world. While major cities, such as Chicago and New York, have piloted participatory budgeting, they have not incorporated the modern features of digital voting and deliberation that are currently utilized in Brazil.
According to participatory budgeting expert and former White House technology fellow, Hollie Russon Gilman, San Francisco’s experiment will mark a “frontier” in American direct democracy.
This is significant because the Internet engenders a different type of democracy: not one of mere expression, but one of ideas. The net is good at surfacing the best ideas hidden within the wisdom of the crowds. Modern political scientists refer to this as “Epistemic Democracy,” derived from the Greek word for knowledge, epistēmē. Epistemic Democracy values citizens most for their expertise and builds tools to make policy making more informed.
For example, participatory budgeting has been found to reduce infant mortality rates in Brazil. It turns out that the mothers in Brazil had a better knowledge of why children were dying than health experts. Through participatory budgeting, they “channeled a larger fraction of their total budget to key investments in sanitation and health services,” writes Sonia Goncalves of King’s College London. “I also found that this change in the composition of municipal expenditures is associated with a pronounced reduction in the infant mortality rates for municipalities which adopted participatory budgeting.” [PDF]”

Nudge Nation: A New Way to Prod Students Into and Through College

Curated on Posted on by Stefaan Verhulst
Ben Wildavsky at EducationSector: “Thanks in part to Thaler and Sunstein’s work, the power of nudges has become well-established—including on many college campuses, where students around the country are beginning the fall semester. While online education and software-driven pedagogy on college campuses have received a good deal of attention, a less visible set of technology-driven initiatives also has gained a foothold: behavioral nudges designed to keep students on track to succeed. Just as e-commerce entrepreneurs have drawn on massive troves of consumer data to create algorithms for firms such as Netflix and Amazon, which unbundle the traditional storefront consumer experience through customized, online delivery, architects of campus technology nudges also rely on data analytics or data mining to improve the student experience.

By giving students information-driven suggestions that lead to smarter actions, technology nudges are intended to tackle a range of problems surrounding the process by which students begin college and make their way to graduation.
New approaches are certainly needed….
There are many reasons for low rates of persistence and graduation, including financial problems, the difficulty of juggling non-academic responsibilities such as work and family, and, for some first-generation stu­dents, culture shock. But academic engagement and success are major contributors. That’s why colleges are using behavioral nudges, drawing on data analytics and behavioral psychology, to focus on problems that occur along the academic pipeline:
• Poor student organization around the logistics of going to college
• Unwise course selections that increase the risk of failure and extend time to degree
• Inadequate information about academic progress and the need for academic help
• Unfocused support systems that identify struggling students but don’t directly engage with them
• Difficulty tapping into counseling services
These new ventures, whether originating within colleges or created by outside entrepreneurs, are doing things with data that just couldn’t be done in the past—creating giant databases of student course records, for example, to find patterns of success and failure that result when certain kinds of students take certain kinds of courses.”

The Tech Intellectuals

Curated on Posted on by Stefaan Verhulst

New Essay by Henry Farrell in Democracy: “A quarter of a century ago, Russell Jacoby lamented the demise of the public intellectual. The cause of death was an improvement in material conditions. Public intellectuals—Dwight Macdonald, I.F. Stone, and their like—once had little choice but to be independent. They had difficulty getting permanent well-paying jobs. However, as universities began to expand, they offered new opportunities to erstwhile unemployables. The academy demanded a high price. Intellectuals had to turn away from the public and toward the practiced obscurities of academic research and prose. In Jacoby’s description, these intellectuals “no longer need[ed] or want[ed] a larger public…. Campuses [were] their homes; colleagues their audience; monographs and specialized journals their media.”
Over the last decade, conditions have changed again. New possibilities are opening up for public intellectuals. Internet-fueled media such as blogs have made it much easier for aspiring intellectuals to publish their opinions. They have fostered the creation of new intellectual outlets (Jacobin, The New Inquiry, The Los Angeles Review of Books), and helped revitalize some old ones too (The Baffler, Dissent). Finally, and not least, they have provided the meat for a new set of arguments about how communications technology is reshaping society.
These debates have created opportunities for an emergent breed of professional argument-crafters: technology intellectuals. Like their predecessors of the 1950s and ’60s, they often make a living without having to work for a university. Indeed, the professoriate is being left behind. Traditional academic disciplines (except for law, which has a magpie-like fascination with new and shiny things) have had a hard time keeping up. New technologies, to traditionalists, are suspect: They are difficult to pin down within traditional academic boundaries, and they look a little too fashionable to senior academics, who are often nervous that their fields might somehow become publicly relevant.
Many of these new public intellectuals are more or less self-made. Others are scholars (often with uncomfortable relationships with the academy, such as Clay Shirky, an unorthodox professor who is skeptical that the traditional university model can survive). Others still are entrepreneurs, like technology and media writer and podcaster Jeff Jarvis, working the angles between public argument and emerging business models….
Different incentives would lead to different debates. In a better world, technology intellectuals might think more seriously about the relationship between technological change and economic inequality. Many technology intellectuals think of the culture of Silicon Valley as inherently egalitarian, yet economist James Galbraith argues that income inequality in the United States “has been driven by capital gains and stock options, mostly in the tech sector.”
They might think more seriously about how technology is changing politics. Current debates are still dominated by pointless arguments between enthusiasts who believe the Internet is a model for a radically better democracy, and skeptics who claim it is the dictator’s best friend.
Finally, they might pay more attention to the burgeoning relationship between technology companies and the U.S. government. Technology intellectuals like to think that a powerful technology sector can enhance personal freedom and constrain the excesses of government. Instead, we are now seeing how a powerful technology sector may enable government excesses. Without big semi-monopolies like Facebook, Google, and Microsoft to hoover up personal information, surveillance would be far more difficult for the U.S. government.
Debating these issues would require a more diverse group of technology intellectuals. The current crop are not diverse in some immediately obvious ways—there are few women, few nonwhites, and few non-English speakers who have ascended to the peak of attention. Yet there is also far less intellectual diversity than there ought to be. The core assumptions of public debates over technology get less attention than they need and deserve.”