public sector

The Social Intranet: Insights on Managing and Sharing Knowledge Internally

Curated on March 23, 2016November 14, 2018 by Stefaan Verhulst

Paper by Ines Mergel for IBM Center for the Business of Government: “While much of the federal government lags behind, some agencies are pioneers in the internal use of social media tools. What lessons and effective practices do they have to offer other agencies?

“Social intranets,” Dr. Mergel writes, “are in-house social networks that use technologies – such as automated newsfeeds, wikis, chats, or blogs – to create engagement opportunities among employees.” They also include the use of internal profile pages that help people identify expertise and interest (similar to Facebook or LinkedIn profiles), and that are used in combination with other social Intranet tools such as on-line communities or newsfeeds.

The report documents four case studies of government use of social intranets – two federal government agencies (the Department of State and the National Aeronautics and Space Administration) and two cross-agency networks (the U.S. Intelligence Community and the Government of Canada).

The author observes: “Most enterprise social networking platforms fail,” but identifies what causes these failures and how successful social intranet initiatives can avoid that fate and thrive. She offers a series of insights for successfully implementing social intranets in the public sector, based on her observations and case studies. …(More)”

To Make Cities More Efficient, Fix Procurement To Welcome Startups

Curated on March 21, 2016July 18, 2019 by Stefaan Verhulst

Jay Nath and Jeremy M. Goldberg at the Aspen Journal of Ideas: “In 2014, an amazing thing happened in government: In just 16 weeks, a new system to help guide visually impaired travelers through San Francisco International Airport was developed, going from a rough idea to ready-to-go-status, through a city program that brings startups and agencies together. Yet two and half years later, a request for proposals to expand this ground-breaking, innovative technology is yet to be finalized.

For people in government, that’s an all-too-familiar scenario. While procurement serves an important role in ensuring that government is a responsible steward of taxpayer dollars, there’s tremendous opportunity to improve the way the public sector has traditionally bought goods and services. And the stakes are higher than simply dealing with red tape. By limiting the pool of partners to those who know how to work the system, taxpayers are missing out on low-cost, innovative solutions. Essentially, RFPs are a Do Not Enter sign for startups — the engine of innovation across nearly every industry except the public sector.

Essentially, RFPs are a Do Not Enter sign for startups — the engine of innovation across nearly every industry except the public sector.

In San Francisco, under our Startup In Residence program, we’re experimenting with how to remove the friction associated with RFPs for both government staff and startups. For government staff, that means publishing an RFP in days, not months. For startups, it means responding to an RFP in hours not weeks.

So what did we learn from our experience with the airport? We combined 17 RFPs into one; utilized general “challenge statements” in place of highly detailed project specifications; leveraged modern technology; and created a simple guide to navigating the process. Here’s a look at how each of those innovations works:

The RFP bus: Today, most RFPs are like a single driver in a car — inefficient and resource-intensive. We should be looking at what might be thought of as mass-transit option, like a bus. By combining a number of RFPs for projects that have characteristics in common into a single procurement vehicle, we can spread the process costs over a number of RFPs.

Challenges, not prescriptions: Under the traditional procurement process, city staffers develop highly prescribed requirements that are often dozens of pages long, a practice that tends to favor existing approaches and established vendors. Shifting to brief challenge statements opens the door for residents, small businesses and entrepreneurs with new ideas. And it reduces the time required by government staff to develop an RFP from weeks or months to days.

Technology that enables the process: This was critical to enabling San Francisco to combine 17 RFPs into one. Without the right technology, we wouldn’t be able to automatically route bidders’ proposals to the appropriate evaluation committees for online scoring or let bidders easily submit their responses. While this kind of procurement technology is not new, it’s use is still uncommon. That needs to change, and it’s more than a question of efficiency. When citizens and entrepreneurs have a painful experience interacting with government, they wonder how we can address the big challenges if we can’t get the small stuff right…(More)“

Data Collaboratives: Matching Demand with Supply of (Corporate) Data to solve Public Problems

Curated on February 24, 2016August 3, 2018 by Stefaan Verhulst

Blog by Stefaan G. Verhulst, IrynaSusha and Alexander Kostura: “Data Collaboratives refer to a new form of collaboration, beyond the public-private partnership model, in which participants from different sectors (private companies, research institutions, and government agencies) share data to help solve public problems. Several of society’s greatest challenges — from climate change to poverty — require greater access to big (but not always open) data sets, more cross-sector collaboration, and increased capacity for data analysis. Participants at the workshop and breakout session explored the various ways in which data collaborative can help meet these needs.

Matching supply and demand of data emerged as one of the most important and overarching issues facing the big and open data communities. Participants agreed that more experimentation is needed so that new, innovative and more successful models of data sharing can be identified.

How to discover and enable such models? When asked how the international community might foster greater experimentation, participants indicated the need to develop the following:

· A responsible data framework that serves to build trust in sharing data would be based upon existing frameworks but also accommodates emerging technologies and practices. It would also need to be sensitive to public opinion and perception.

· Increased insight into different business models that may facilitate the sharing of data. As experimentation continues, the data community should map emerging practices and models of sharing so that successful cases can be replicated.

· Capacity to tap into the potential value of data. On the demand side,capacity refers to the ability to pose good questions, understand current data limitations, and seek new data sets responsibly. On the supply side, this means seeking shared value in collaboration, thinking creatively about public use of private data, and establishing norms of responsibility around security, privacy, and anonymity.

· Transparent stock of available data supply, including an inventory of what corporate data exist that can match multiple demands and that is shared through established networks and new collaborative institutional structures.

· Mapping emerging practices and models of sharing. Corporate data offers value not only for humanitarian action (which was a particular focus at the conference) but also for a variety of other domains, including science,agriculture, health care, urban development, environment, media and arts,and others. Gaining insight in the practices that emerge across sectors could broaden the spectrum of what is feasible and how.

In general, it was felt that understanding the business models underlying data collaboratives is of utmost importance in order to achieve win-win outcomes for both private and public sector players. Moreover, issues of public perception and trust were raised as important concerns of government organizations participating in data collaboratives….(More)”

Research Consortium on the Impact of Open Government Processes

Curated on February 11, 2016July 19, 2019 by Stefaan Verhulst

“Mounting anecdotal evidence supports the case for open government. Sixty-nine national governments andcounting have signed on as participants in the Open Government Partnership, committing to rethinking theway they engage with citizens, while civil society organizations (CSOs) are increasingly demanding andbuilding mechanisms for this shift.Yet even as the open government agenda gains steam, relatively littlesystematic research has been done to examine the ways different types and sequences of reforms haveplayed out in various contexts, and with what impact. This is due in part to the newness of the field, but alsoto the challenges in attributing specific outcomes to any governance initiative. While acknowledging that thesearch for cookie-cutter “best practices” is of limited value, there is no doubt that reform-minded actorscould benefit from a robust analytical framework and more thorough understanding of experiences indifferent contexts to date.

To address these knowledge gaps, and to sharpen our ways of thinking about the difference that opengovernment processes can make, a range of public, academic, and advocacy organizations established aresearch consortium to convene actors, leverage support, and catalyze research. Its founding members areGlobal Integrity,The Governance Lab @ NYU (The GovLab), the World Bank’s Open Government GlobalSolutions Group, Open Government Partnership Support Unit, and Results for Development Institute. TheConsortium aims to build on existing research – including but not limited to the work of existing researchnetworks such as the MacArthur Foundation Research Network on Opening Governance – to improve ourunderstanding of the effectiveness and impact of open government reforms. That is, to what extent andthrough which channels do such reforms actually improve transparency, accessibility, and accountability; how does this play out differently in different contexts; and can we trace tangible improvements in the livesof citizens to these measures…..

Countries participating in the Open Government Partnership have signed on to the view that opengovernment is intrinsically good in terms of strengthening civic participation and democratic processes.Governments are also increasingly looking at such initiatives through a return-on-investment (ROI) lens: dosuch reforms lead to cost savings that allow them to allocate and spend resources more efficiently on publicservices? Does the availability and accessibility of open government data create economic opportunities,including jobs and new businesses? The Consortium is excited to support innovative research aimed atunderstanding the extent to which reforms deliver, not only in terms of open governance itself, but also interms of improved public sector performance and service delivery gains. This focus will also help theConsortium identify research-driven stories of the impact that open governance reforms are having….(More)”

Improving government effectiveness: lessons from Germany

Curated on February 11, 2016July 19, 2019 by Stefaan Verhulst

Tom Gash at Global Government Forum: “All countries face their own unique challenges but advanced democracies also have much in common: the global economic downturn, aging populations, increasingly expensive health and pension spending, and citizens who remain as hard to please as ever.

At an event last week in Bavaria, attended by representatives of Bavaria’s governing party, the Christian Social Union (CSU) and their guests, it also became clear that there is a growing consensus that governments face another common problem. They have relied for too long on traditional legislation and regulation to drive change. The consensus was that simply prescribing in law what citizens and companies can and can’t do will not solve the complex problems governments are facing, that governments cannot legislate their way to improved citizen health, wealth and wellbeing….

…a number of developments …from which both UK and international policymakers and practitioners can learn to improve government effectiveness.

Behavioural economics: The Behavioural Insights Team (BIT), which span out of government in 2013 and is the subject of a new book by one of its founders and former IfG Director of Research, David Halpern, is being watched carefully by many countries abroad. Some are using its services, while others – including the New South Wales Government in Australia –are building their own skills in this area. BIT and others using similar principles have shown that using insights from social psychology – alongside an experimental approach – can help save money and improve outcomes. Well known successes include increasing the tax take through changing wording of reminder letters (work led by another IfG alumni Mike Hallsworth) and increasing pension take-up through auto-enrolment.
Market design: There is an emerging field of study which is examining how algorithms can be used to match people better with services they need – particularly in cases where it is unfair or morally repugnant to let allow a free market to operate. Alvin Roth, the Harvard Professor and Nobel prize winner, writes about these ‘matching markets’ in his book Who Gets What and Why – in which he also explains how the approach can ensure that more kidneys reach compatible donors, and children find the right education.
Big data: Large datasets can now be mined far more effectively, whether it is to analyse crime patterns to spot where police patrols might be useful or to understand crowd flows on public transport. The use of real-time information allows far more sophisticated deployment of public sector resources, better targeted at demand and need, and better tailored to individual preferences.
Transparency: Transparency has the potential to enhance both the accountability and effectiveness of governments across the world – as shown in our latest Whitehall Monitor Annual Report. The UK government is considered a world-leader for its transparency – but there are still areas where progress has stalled, including in transparency over the costs and performance of privately provided public services.
New management models: There is a growing realisation that new methods are best harnessed when supported by effective management. The Institute’s work on civil service reform highlights a range of success factors from past reforms in the UK – and the benefits of clear mechanisms for setting priorities and sticking to them, as is being attempted by governments new(ish) Implementation Taskforces and the Departmental Implementation Units currently cropping up across Whitehall. I looked overseas for a different model that clearly aligns government activities behind citizens’ concerns – in this case the example of the single non-emergency number system operating in New York City and elsewhere. This system supports a powerful, highly responsive, data-driven performance management regime. But like many performance management regimes it can risk a narrow and excessively short-term focus – so such tools must be combined with the mind-set of system stewardship that the Institute has long championed in its policymaking work.
Investment in new capability: It is striking that all of these developments are supported by technological change and research insights developed outside government. But to embed new approaches in government, there appear to be benefits to incubating new capacity, either in specialist departmental teams or at the centre of government….(More)”

Open data dusts off the art world

Curated on February 9, 2016August 3, 2018 by Stefaan Verhulst

Suzette Lohmeyer at GCN: “Open data is not just for spreadsheets. Museums are finding ways to convert even the provenance of artwork into open data, offering an out-of-the-box lesson in accessibility to public sector agencies. The specific use case could be of interest to government as well — many cities and states have sizeable art collections, and the General Services Administration owns more than 26,000 pieces.

Open data solving art history mysteries?

Making provenance data open and accessible gives more people information about a piece’s sometimes sordid history, including clues that might uncover evidence of Nazi confiscation. Read more.

Most art pieces have a few skeletons in their closet, or at least a backstory worthy of The History Channel. That provenance, or ownership information, has traditionally been stored in manila folders, only occasionally dusted off by art historians for academic papers or auction houses to verify authenticity. Many museums have some provenance data in collection management systems, but the narratives that tell the history of the work are often stored as semi-structured data, formatted according to the needs of individual institutions, making the information both hard to search and share across systems.

Enter Art Tracks from Pittsburgh’s Carnegie Museum of Art (CMOA) — a new open source, open data initiative that aims to turn provenance into structured data by building a suite of open source software tools so an artwork’s past can be available to museum goers, curators, researchers and software developers.

….The Art Tracks software is all open source. The code libraries and the user-facing provenance entry tool called Elysa (E-lie-za) are all “available on GitHub for use, modification and tinkering,” Berg-Fulton explained. “That’s a newer way of working for our museum, but that openness gives others a chance to lean on our technical expertise and improve their own records and hopefully contribute back to the software to improve that as well.”

Using an open data format, Berg-Fulton said, also creates opportunities for ongoing partnerships with other experts across the museum community so that provenance becomes a constant conversation.

This is a move Berg-Fulton said CMOA has been “dying to make,” because the more people that have access to data, the more ways it can be interpreted. “When you give people data, they do cool things with it, like help you make your own records better, or interpret it in a way you’ve never thought of,” she said. “It feels like the right thing to do in light of our duty to public trust.”….(More)”

Idea to retire: Leaders can’t take risks or experiment

Curated on February 1, 2016August 3, 2018 by Stefaan Verhulst

David Bray at TechTank: “Technology is rapidly changing our world. Traditionally, a nation’s physical borders could mark the beginning of their sovereign space, but in the early to mid-20^th century airplanes challenged this notion. Later on, space-based satellites began flying in space above all nations. By the early 21^st century, smartphone technologies costing $100 or so gave individuals computational capabilities that dwarfed the multi-million dollar computers operated by large nation-states just three decades earlier.

In this period of exponential change, all of us across the public sector must work together, enabling more inclusive work across government workers, citizen-led contributions, and public-private partnerships. Institutions must empower positive change agents on the inside of public service to pioneer new ways of delivering superior results. Institutions must also open their data for greater public interaction, citizen-led remixing, and discussions.

All together, these actions will transform public service to truly be “We the (mobile, data-enabled, collaborative) People” working to improve our world. These actions all begin creating creative spaces that allow public service professionals the opportunities to experiment and explore new ways of delivering superior results to the public.

21st Century Reality #1: Public service must include workspaces for those who want to experiment and explore new ways of delivering results.

The world we face now is dramatically different then the world of 50, 100, or 200 years ago. More technological change is expected to occur in the next five years than the last 15 years combined. Advances in technology have blurred what traditionally was considered government, and consequentially we must experiment and explore new ways of delivering results.

21st Century Reality #2: Public service agencies need, within reason, to be allowed to have things fail, and be allowed to take risks.

The words “expertise” and “experiments” have the same etymological root, which is “exper,” meaning “out of danger.” Whereas the motto in Silicon Valley and other innovation hubs around the world might be “fail fast and fail often,” such a model is not going to work for public service, where certain endeavors absolutely must succeed and cannot waste taxpayer funds.

The only way public sector technologists will gain the expertise needed to respond to and take advantage of the digital disruptions occurring globally will be to do “dangerous experiments” as positive change agents akin to what entrepreneurs in Silicon Valley also do….

21st Century Reality #3: Public service cannot be done solely by government professionals in a top-down fashion.

With the communication capabilities provided by smartphones, social media, and freely available apps, individual members of the public can voluntarily access, analyze, remix, and choose to contribute data and insights to better inform public service. Recognizing this shift from top-down to bottom-up activities represents the first step to the resiliency of our legacy institutions….

Putting a cultural shift into practice

Senior executives need to shift from managing those who report to them to championing and creating spaces for creativity within their organizations. Within any organization, change agents should be able to approach an executive, pitch new ideas, bring data to support these ideas, and if a venture is approved move forward with speed to transform public service away from our legacy approaches….

The work of public service also can be done by public-private partnerships acting beyond their own corporate interests to benefit the nation and local communities. Historically the U.S. has lagged other nations, like Singapore or the U.K., in exploring new innovative forms of public-private partnerships. This could change by examining the pressing issues of the day and considering how the private sector might solve challenging issues, or complement the efforts of government professionals. This could include rotations of both government and private sector professionals as part of public-private partnerships to do public service that now might be done more collaboratively, effectively, and innovatively using alternative forms of organizational design and delivery.

If public service returns to first principles – namely, what “We the People” choose to do together – new forms of organizing, collaborating, incentivizing, and delivering results will emerge. Our exponential era requires such transformational partnerships for the future ahead….(More)”

Design-Led Innovation in the Public Sector

Curated on January 28, 2016August 3, 2018 by Stefaan Verhulst

Manuel Sosa at INSEAD Knowledge: “When entering a government permit office, virtually everyone would prepare themselves for a certain amount of boredom and confusion. But resignation may well turn to surprise or even shock, if that office is Singapore’s Employment Pass Service Centre (EPSC), where foreign professionals go to receive their visa to work in the city-state. The ambience more closely resembles a luxury hotel lobby than a grim government agency, an impression reinforced by the roaming reception managers who greet arriving applicants, directing them to a waiting area with upholstered chairs and skyline views.

In a new case study, “Designing the Employment Pass Service Centre for the Ministry of Manpower, Singapore”, Prof. Michael Pich and I explore how even public organizations are beginning to use design to find and tap into innovation opportunities where few have thought to look. In the case of Singapore’s Ministry of Manpower (MOM), a design-led transformation of a single facility was the starting point of a drastic reconsideration of what a government agency could be.

Efficiency is not enough

Prior to opening the EPSC in July 2009, MOM’s Work Pass Division (WPD) had developed hyper-efficient methods to process work permits for foreign workers, who comprise approximately 40 percent of Singapore’s workforce. In fact, it was generally considered the most efficient department of its kind in the world. After 9/11, a mandatory-fingerprinting policy for white-collar workers was introduced, necessitating a standalone centre. The agency saw this as an opportunity to raise the efficiency bar even further.

Giving careful consideration to every aspect of the permit-granting process, the project team worked with a local vendor to overhaul the existing model. The proposal they ultimately presented to MOM assured almost unheard-of waiting times, as well as a more aesthetically pleasing look and feel….

Most public-sector organisations’ prickly interactions with the public can be explained with the simple fact that they lack competition. Government bodies are generally monopolies dispensing necessities, so on the whole they don’t feel compelled to agonise over their public face.

MOM and the Singapore government had a different idea. Aware that they were competing with other countries for top global talent, they recognised that the permit-granting process, in a very real sense, set the tone for foreign professionals’ entire experience of Singapore. Expats would be unlikely to remember precisely how long it took to get processed, but the quality of the service received would resonate in their minds and affect their impression of the country as a whole.

IDEO typically begins by concentrating on the user experience. In this case, in addition to observing and identifying what goes through the mind of a typical applicant during his or her journey in the existing system, the observation stage included talking to foreigners who were arriving in Singapore about their experience. IDEO discovered that professionals newly arrived in Singapore were embarking on an entirely new chapter of their lives, with all the expected stresses. The last thing they needed was more stress when receiving their permit. Hence, the EPSC entry hall is airy and free of clutter to create a sense of calm. The ESPC provides toys to keep kids entertained while their parents meet with agents and register for work passes. Visitors are always called by name, not number. Intimidating interview rooms were done away with in favour of open cabanas….In its initial customer satisfaction survey in 2010, the EPSC scored an average rating of 5.7 out of 6….(More)”

Big-data analytics: the power of prediction

Curated on January 28, 2016August 15, 2018 by Stefaan Verhulst

Rachel Willcox in Public Finance: “The ability to anticipate demands will improve planning and financial efficiency, and collecting and analysing data will enable the public sector to look ahead…

Hospitals around the country are well accustomed to huge annual rises in patient numbers as winter demand hits accident and emergency departments. But Wrightington, Wigan and Leigh NHS Foundation Trust (WWL) had to rethink service planning after unprecedented A&E demand during a sunny July 2014, which saw ambulances queuing outside the hospital. The trust now employs computer analysis to help predict and prepare for peaks in demand.

As public sector organisations grapple with ever-tighter savings targets, analysis of a broad range of historical data – big data analytics – offers an opportunity to pre-empt service requirements and so help the public sector manage demand more effectively and target scarce resources better. However, working with data to gain insight and save money is not without its challenges.

At WWL, a partnership with business support provider NHS Shared Business Services – a 50:50 joint venture between the Department of Health and technology firm Sopra Steria – resulted in a project that uses an analysis of historical data and complex algorithms to predict the most likely scenarios. In September, the partners launched HealthIntell, a suite of data reporting tools for A&E, procurement and finance.

The suite includes an application designed to help hospitals better cope with A&E pressures and meet waiting time targets. HealthIntell presents real-time data on attendances at A&E departments to doctors and other decision makers. It can predict demand on a daily and hourly basis, and allows trusts to use their own data to identify peaks and troughs – for example, the likely rise in attendances due to bad weather or major sporting events – to help deploy the right people with the right expertise at the right time….

Rikke Duus, a senior teaching fellow at University College London’s School of Management, agrees strongly that an evidence-based approach to providing services is key to efficiency gains, using data that is already available. Although the use of big data across the public sector is trailing well behind that in the private sector, pressure is mounting for it to catch up. Consumers’ experiences with private sector organisations – in particular the growing personalisation of services – is raising expectations about the sort of public services people expect to receive.

Transparency, openness and integration can benefit consumers, Duus says. “It’s about reinventing the business model to cut costs and improve efficiency. We have to use data to predict and prevent. The public-sector mindset is getting there and the huge repositories of data held across the public sector offer a great starting point, but often they don’t know how to get into it and skills are an issue,” Duus says.

Burgeoning demand for analytics expertise in retail, banking and finance has created a severe skills shortage that is allowing big-data professionals to command an average salary of £55,000 – 31% higher than the average IT position, according to a report published in November 2014 by the Tech Partnership employers’ network and business analytics company SAS. More than three quarters of posts were considered “fairly” or “very” difficult to fill, and the situation is unlikely to have eased in the interim.

Professor Robert Fildes, director of the Lancaster Centre for Forecasting, part of Lancaster University Management School, warns that public sector organisations are at a distinct disadvantage when it comes to competing for such sought-after skills.

The centre has worked on a number of public sector forecasting projects, including a Department of Health initiative to predict pay drift for its non-medical workforce and a scheme commissioned by NHS Blackpool to forecast patient activity.

“The other constraint is data,” Fildes observes. “People talk about data as if it is a uniform value. But the Department of Health doesn’t have any real data on the demand for, say, hip operations. They only have data on the operations they’ve done. The data required for analysis isn’t good enough,” he says….

Despite the challenges, projects are reaping rewards across a variety of public sector organisations. Since 2008, the London Fire Brigade (LFB) has been using software from SAS to prioritise the allocation of fire prevention resources, even pinpointing specific households most at risk of fire. The software brings together around 60 data inputs including demographic information, geographical locations, historical data, land use and deprivation levels to create lifestyle profiles for London households.

Deaths caused by fire in the capital fell by almost 50% between 2010 and 2015, according to the LFB. It attributes much of the reduction to better targeting of around 90,000 home visits the brigade carries out each year, to advise on fire safety….(More)”