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REINVENTING GOVERNMENT
Jess McMullin | The Centre for Citizen Experience | @jessmcmullin
citizenexperience.com
WHY I’M HERE
  TODAY
THE STATE OF GOVERNMENT TODAY
http://www.flickr.com/photos/vgm8383/2034624215
UNFORTUNATELY, IT’S GOING TO
GET EVEN HARDER.
Rising Retirement = Smaller Workforce




THE DEMOGRAPHIC
PARADOX THAT WILL                              HOW DO WE CLOSE
DEFINE THE NEXT                               THIS SERVICE GAP?
DECADES.
Aging Population = More Demand For Services
WE HAVE NO ALTERNATIVE BUT TO REINVENT
http://www.flickr.com/photos/whalt/175352360
HOW?
ONE PIECE OF THE PUZZLE
CUSTOMER EXPERIENCE TRANSFORMATION
http://www.flickr.com/photos/mr_t_in_dc/2415124094
CITIZEN
EXPERIENCE
SO, WHAT IS
CITIZEN
EXPERIENCE?
THE CITIZEN EXPERIENCE BELL CURVE
POLITICS & VOTING
http://www.flickr.com/photos/financialaidpodcast/3002765922
COMMUNITY & CIVIC INVOLVEMENT
http://www.flickr.com/photos/jypsygen/2367693922
PROGRAMS & SERVICES
http://www.flickr.com/photos/nj_dodge/68549080
FAILURE DRIVEN DEMAND
http://www.flickr.com/photos/cloneofsnake/2825436246
CIVIC ACTION
http://www.flickr.com/photos/brecav/6182719980
PONDER ON YOUR OWN
CITIZEN EXPERIENCE
FOR A MOMENT…
WHERE IS YOUR ‘I THE DMV?’ T-SHIRT?
http://www.flickr.com/photos/omaromar/4961643547
SO HOW DO WE CHANGE
THE CITIZEN EXPERIENCE?
CUSTOMER
EXPERIENCE
DESIGN
CITIZEN
EXPERIENCE
DESIGN
WHAT IS DESIGN?
FRAMING-REDEFINING THE PROBLEM
CITIZEN EXPERIENCE DESIGN
IMPROVES BOTH SERVICE DELIVERY & POLICYMAKING
USING STYLE, FORM & FUNCTION, PROBLEM SOLVING &
FRAMING.
REDUCE FAILURE DEMAND + INCREASE VALUE
http://www.flickr.com/photos/cloneofsnake/2825436246
SO HOW CAN DESIGN DO THAT FOR US?
WHAT IS THE POWER OF DESIGN?
MAKE THE RIGHT DECISIONS FASTER
http://www.flickr.com/photos/zawtowers/3757810372
CONFIDENCE IN THE FACE OF UNCERTAINTY
http://www.flickr.com/photos/athoshun/5153870261
UNDERSTANDING DECISION MAKING
http://www.flickr.com/photos/piper/22584430
SIMULATIONS USING OUR OWN REALITY MAP
http://www.flickr.com/photos/vitroids/2647573395
BUT EVERYONE HAS A DIFFERENT MAP
http://www.flickr.com/photos/gadl/456185679
COMMON MAPS MAKE COMMON GROUND
http://www.flickr.com/photos/chrisjl/5623346982
CITIZEN EXPERIENCE DESIGN
CREATES COMMON GROUND FOR
GROUP DECISIONS, THE DECISIONS
WE NEED TO MAKE TOGETHER
TO REINVENT GOVERNMENT.
YOU CAN TAP INTO THE
POWER OF DESIGN,
YOURSELF.
AND SO CAN
THE PUBLIC SECTOR.
TODAY I’M GOING TO SHOW
YOU SIX SIMPLE WAYS OF
WORKING THAT UNLOCK THE
POWER OF DESIGN.
MORE THAN NEW WAYS OF
WORKING, THESE ARE
NEW WAYS OF THINKING…
DESIGN THINKING (CULTIVATING
A DESIGN MINDSET AND DESIGN
LOGIC) COMES FROM ONGOING
DESIGN PRACTICE.
THE POWER OF POSSIBILITY
http://www.flickr.com/photos/jurvetson/2542450115
THE POWER OF REAL WORLD OBSERVATION
http://www.flickr.com/photos/artcriminal/3669455518
THE POWER OF SEEING SYSTEMS
http://www.flickr.com/photos/ethanhein/2272885283
THE POWER OF VISUALIZING & MAKING
http://citizenexperience.com
THE POWER OF ITERATION
http://www.flickr.com/photos/robinkearney
THE POWER OF CODESIGN
http://www.flickr.com/photos/edublogger/5663869738
ONE BONUS SUPERPOWER:
MAKE MEANING FOR PEOPLE
http://www.flickr.com/photos/eileendelhi/144335765
THREE STORIES
BC PUBLIC SERVICE “DRAGON’S DEN”
Photos courtesy Ministry of Labour, Citizens’ Services and Open Government
Reinventing Government
Reinventing Government
Reinventing Government
Reinventing Government
Reinventing Government
http://www.flickr.com/photos/xeeliz/5560086459
CITY OF VANCOUVER TRANSPORTATION 2040
Photos & drawings courtesy Transportation Planning, City of Vancouver
BEYOND THE EVENING OPENHOUSE
GO WHERE PEOPLE ARE
Session with Stanley King, Co-Design Group
DESIGNING TOGETHER
DON IVESON & THE CITY OF EDMONTON
Video courtesy Councilor Don Iveson and the City of Edmonton
MEET COUNCILOR IVESON
Reinventing Government
Reinventing Government
Reinventing Government
Reinventing Government
Reinventing Government
Reinventing Government
Reinventing Government
Reinventing Government
Reinventing Government
Reinventing Government
Reinventing Government
Reinventing Government
Reinventing Government
Reinventing Government
Reinventing Government
ONE MORE STORY
THE STORY OF
CITIZEN
EXPERIENCE
CITIZEN EXPERIENCE IS A FOCUS
http://www.flickr.com/photos/wwworks/4073469817
CITIZEN EXPERIENCE IS A BRIDGE
http://www.flickr.com/photos/gilderic/5774989553
CITIZEN EXPERIENCE IS A COMPASS
http://www.flickr.com/photos/kahunna/421255212
YOU CAN HELP
IN YOUR COMMUNITY
http://www.flickr.com/photos/ennuiislife/4061620293
WITH YOUR GOVERNMENT
http://www.flickr.com/photos/jypsygen/2367693922
IN EVERYDAY CONVERSATION
http://www.flickr.com/photos/chrisjl/3847317985
PUT DESIGN TO WORK
http://citizenexperience.com
MAKE THE RIGHT DECISIONS FASTER
http://www.flickr.com/photos/st-stev/790464904
FIND CONFIDENCE TO FACE UNCERTAINTY
http://www.flickr.com/photos/davedehetre/5857947661
HELP REINVENT GOVERNMENT, YOURSELF
http://www.flickr.com/photos/althouse/269601063
CITIZEN EXPERIENCE CAN HELP
http://www.flickr.com/photos/libertinus/3501511323
THANK YOU.
Many thanks to the following great folks who
helped make this talk better.
»  Councilor Don Iveson, his staff & the City of Edmonton
»  City of Vancouver, Transportation Planning
»  Government of British Columbia, Ministry of Labour, Citizens’
   Services and Open Government, Citizen Engagement Branch.
»  Heather McMullin, Harry Max, Victor Lombardi, Ashley Casovan
   and Kes Sampanthar
»  All the great Flickr users who shared Creative Commons photos!

ACKNOWLEDGEMENTS
Keep in Touch!

Jess McMullin
The Centre for Citizen Experience
http://citizenexperience.com
jess AT ctzn DOT ca
http://twitter.com/jessmcmullin

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