the truth behind successful government innovation

Growth Solutions GroupMarket StrategyResearchBrand & Communication

Level 11. 99 Queen StreetMelbourne. Victoria 3000. Australia

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

Reason meets Imagination

This document is not to be copied without permission

The Truth Behind Successful InnovationGovernment Marketing & Communications Conference

Surfers Paradise - 2 September 2010

http://www.gsg.com.au


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

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

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

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

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4 Parts to Today’s Discussion

1

2

3

4

3


1 Government Context

2

3

4

3



The Government Challenge2

3

4

3



The Government Challenge

The Truth Behind Successful Innovation

2

3

4

3



The Government Challenge


A Way Forward

2

3

4

4

A New Imperative

5

What is Innovation in a Government Context?

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A definition…

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

A definition…

5



A definition…

Areas of focus for government innovation…

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A definition…

1. Policy development & social reform

2. New government services

• Extension of current services

• Improved efficiency and effectiveness of services

• Improved productivity or cost reduction

Areas of focus for government innovation…

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What is Driving Innovation in Government?

Key Drivers

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!Citizens demanding more responsive and new services

Key Drivers

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!Drive for more efficient use of limited public sector resources

Key Drivers

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!Operating environment increasing in complexity

Key Drivers

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!Operating environment increasing in complexity

Key Drivers

Increased public service accountability

More & more focus on the Citizen first

Innovative capability & culture in the public sector

Consequences

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The Government Challenge – A Reality Check

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+ Latent asset in the front line of Government

+ Recognition that innovation is a driver of economic growth

+ Review and research into innovation

Good news, innovation is on the national agenda

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+ Latent asset in the front line of Government

+ Recognition that innovation is a driver of economic growth

+ Review and research into innovation

Good news, innovation is on the national agenda

− Cultural/structure/skills

− Risk average political environment

− Hierarchical/Silos/Layers of Government

− Rules, regulations and accountability

− Entrepreneurial mandate & skills

− Lack of a ‘burning bridge’

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

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The Government Challenge – Changing Expectations

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The big question for Government Marketing & Communications:

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What role and response can you take drive success in terms

of innovation?

The big question for Government Marketing & Communications:

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How?

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Bring the voice of the citizen into the innovation pathway through

co-creation

The best ideas from the best (or more) people

How?

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The real benefits in Innovating Through Co-creation

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

2. Links all the relevant stakeholders

3. Breaks down the ‘silos’

4. Establishing the right environment for creative thinking

5. Focuses the innovation on a clear purpose

6. Ensures the right level of sponsorship

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

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

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Key CharacteristicsG

SG

RIG

HT

MIN

DS

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SG

RIG

HT

MIN

DS

Right Context• Understanding the opportunity &

needs of the community DEFINE

13



SG

RIG

HT

MIN

DS



Right Question• Having a clear purpose / issue to

addressASK

13



SG

RIG

HT

MIN

DS




addressASK

Right People• Engaging the best people to help co-

create the right outcomeENGAGE

13



SG

RIG

HT

MIN

DS




addressASK

Right People• Engaging the best people to help co-

create the right outcomeENGAGE

Right Approach• Inspire, engage & reward ongoing

involvement of key stakeholdersMANAGE

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SG

RIG

HT

MIN

DS

Right Context

Right Question

Right People

Right Approach

14



SG

RIG

HT

MIN

DS

Right Context

Right Question

Right People

Right Approach

Current Situation Analysis

Identify desired outcome

Identify key decision makers

Understand the decision making criteria

Determine the constraints to solution development

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The Way Forward


SG

RIG

HT

MIN

DS

Right Context

Right Question

Right People

Right Approach

?The right question that we need

to ask to solve this challenge.

A clear statement of purpose & defines the territory for

innovation

Provides focus

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1% Rule

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1% Rule

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

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

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

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

0.2% of visitors to Flickr upload photos.

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The Way Forward


SG

RIG

HT

MIN

DS

Right Context

Right Question

Right People

Right Approach

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The Way Forward


SG

RIG

HT

MIN

DS

Right Context

Right Question

Right People

Right Approach

Who do you need to work with solve the challenge?

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

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The Design Choices – WHO?

Types of Co-creation

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Right Minds Experts

Focus on skills & knowledgeHighly specific problem solving

Speed mattersHigh quality input

Very selective

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Coalition of Parties

Each group brings something different to the processCollaboration within and

across groupsKnowledge sharing

Same or different roles

Right Minds Experts



Very selective

18



Coalition of Parties

Each group brings something different to the processCollaboration within and

across groupsKnowledge sharing

Same or different roles

Right Minds Experts



Very selective

Let the people speak

Open to anyoneOnline approach works best

High volume of inputTime consuming

Heavy filtering process1% factor

Like minded community

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The Way Forward


SG

RIG

HT

MIN

DS

Right Context

Right Question

Right People

Right Approach

19

The Way Forward


SG

RIG

HT

MIN

DS

Right Context

Right Question

Right People

Right Approach

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

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

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Right Approach: Some Key Principles

GS

G R

IGH

T M

IND

S

Look forward not back

Everybody an expert

Nothing is ever created without Passion

A sense of purpose essential for involvement

The Power of a few vs the common denominator of mass

Willing to lose some control to the power of the idea

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The Way Forward

The Right Approach

21

The Way Forward

The Right Approach

ConnectTo enable

creation of ideas

21

The Way Forward

The Right Approach

InspireA reason to

believe

ConnectTo enable

creation of ideas

21

The Way Forward

The Right Approach

InspireA reason to

believe

ConnectTo enable

creation of ideas

FrameClearly articulate

the purpose & constraints

21

The Way Forward

The Right Approach

InspireA reason to

believe

ConnectTo enable

creation of ideas



ShareFacilitate

knowledge exchange

21

The Way Forward

The Right Approach

InspireA reason to

believe

ConnectTo enable

creation of ideas



ShareFacilitate

knowledge exchange

LearnTo create

efficiencies in the future

21

The Way Forward

The Right Approach

InspireA reason to

believe

ConnectTo enable

creation of ideas



ShareFacilitate

knowledge exchange

LearnTo create


RewardGive something

back to collaborators

21

The Way Forward

The Right Approach

InspireA reason to

believe

ConnectTo enable

creation of ideas



ShareFacilitate

knowledge exchange

LearnTo create


CommitTo ongoing

development

RewardGive something

back to collaborators

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DHS – Emergency Departments

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NEEDS

Clinical• Assessment• Treatment• Discharge/handover

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

entertainment

Rational• Knowledge/ clear

expectations

Emotional• Reassurance• Compassion

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NEEDS



entertainment


expectations


Fear

Frustration

Boredom

Anxiety

Confusion

FEELINGS

23


NEEDS



entertainment


expectations


Reassurance

Fear

Frustration

Boredom

Anxiety

Confusion

FEELINGS

23


NEEDS



entertainment


expectations


Knowledge Reassurance

Fear

Frustration

Boredom

Anxiety

Confusion

FEELINGS

23


NEEDS



entertainment


expectations


Knowledge Reassurance

Control

Fear

Frustration

Boredom

Anxiety

Confusion

FEELINGS

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25


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Some Tips and Traps...

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

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

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

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

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! With asking comes responsibility to act

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! Let go but stay in the middle

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! Let go but stay in the middle

! Manage expectations - when does co-creation stop?

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In Summary ...

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In Summary ...

1. Innovation now an expectation

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In Summary ...


2. Overcoming Government constraints not easy

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In Summary ...



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

27

In Summary ...




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

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In Summary ...





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

27

In Summary ...






• the necessary ingredients for true change

27

In Summary ...







5. Successful innovation requires a new disciplined approach to creativity

27

In Summary ...








6. You are well positioned to lead

27

In Summary ...








6. You are well positioned to lead

RIGHT MINDS TO RIGHT PROBLEM FOR RIGHT OUTCOME

Growth Solutions GroupMarket StrategyResearchBrand & Communication

Level 11. 99 Queen StreetMelbourne. Victoria 3000. Australia

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

Reason meets Imagination

This document is not to be copied without permission

Thank you.



the truth behind successful government innovation

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