hello good morning it’s great to be here I want to talk to you today about
I want to talk to you today about
I want to talk to you today about improving public services my background
improving public services my background
improving public services my background is primarily in the UK government I
is primarily in the UK government I
is primarily in the UK government I spent many years working for the
spent many years working for the
spent many years working for the Department for business and the
Department for business and the
Department for business and the Department for trade but last October
Department for trade but last October
Department for trade but last October October 2016 I left the public sector
October 2016 I left the public sector
October 2016 I left the public sector and I joined a new company with based in
and I joined a new company with based in
and I joined a new company with based in London we called public because I wanted
London we called public because I wanted
London we called public because I wanted to see public sector services improved
to see public sector services improved
to see public sector services improved at a rate that I wasn’t seeing in
at a rate that I wasn’t seeing in
at a rate that I wasn’t seeing in government and we at public have a real
government and we at public have a real
government and we at public have a real belief that if government can really
belief that if government can really
belief that if government can really take advantage of today’s technology of
take advantage of today’s technology of
take advantage of today’s technology of today’s techniques of analyzing data
today’s techniques of analyzing data
today’s techniques of analyzing data public services really could be a lot
public services really could be a lot
public services really could be a lot better and be a lot better quickly and
better and be a lot better quickly and
better and be a lot better quickly and more cheaply and this is better for all
more cheaply and this is better for all
more cheaply and this is better for all of us and the technology is already out
of us and the technology is already out
of us and the technology is already out there and if I think about the phone
there and if I think about the phone
there and if I think about the phone that I have in my handbag today it will
that I have in my handbag today it will
that I have in my handbag today it will manage my schedule for me it will wake
manage my schedule for me it will wake
manage my schedule for me it will wake me up in the morning I can buy a coffee
me up in the morning I can buy a coffee
me up in the morning I can buy a coffee on the way to work with my phone it will
on the way to work with my phone it will
on the way to work with my phone it will tell me within a margin of 15 minutes
tell me within a margin of 15 minutes
tell me within a margin of 15 minutes error if it’s going to rain today but I
error if it’s going to rain today but I
error if it’s going to rain today but I never expect the same level of
never expect the same level of
never expect the same level of convenience from public services from
convenience from public services from
convenience from public services from those services provided by the
those services provided by the
those services provided by the government and why is that I think
government and why is that I think
government and why is that I think partly when a lot of us think about
partly when a lot of us think about
partly when a lot of us think about government they think about this or they
government they think about this or they
government they think about this or they might think about this and in my
might think about this and in my
might think about this and in my experience there’s a bit of both but
experience there’s a bit of both but
experience there’s a bit of both but there’s also this this is a picture of a
there’s also this this is a picture of a
there’s also this this is a picture of a digital team from a UK government
digital team from a UK government
digital team from a UK government central government department their job
central government department their job
central government department their job is all about designing delivering
is all about designing delivering
is all about designing delivering digital public services that meet the
digital public services that meet the
digital public services that meet the needs of the citizens now what does it
needs of the citizens now what does it
needs of the citizens now what does it mean if they do their job right it means
mean if they do their job right it means
mean if they do their job right it means that if you go to a hospital or a doctor
that if you go to a hospital or a doctor
that if you go to a hospital or a doctor surgery in any part of the country
surgery in any part of the country
surgery in any part of the country they’ll have your records they’ll be
they’ll have your records they’ll be
they’ll have your records they’ll be able to help you there
able to help you there
able to help you there and then and give you the help that they
and then and give you the help that they
and then and give you the help that they need it means that if you’re if you live
need it means that if you’re if you live
need it means that if you’re if you live in a low-lying area on a floodplain you
in a low-lying area on a floodplain you
in a low-lying area on a floodplain you can get early alerts about whether or
can get early alerts about whether or
can get early alerts about whether or not there’s a risk of flooding coming up
not there’s a risk of flooding coming up
not there’s a risk of flooding coming up it means that if you’re a security if
it means that if you’re a security if
it means that if you’re a security if you’re in security you can use
you’re in security you can use
you’re in security you can use technology to analyze CCTV footage to
technology to analyze CCTV footage to
technology to analyze CCTV footage to spot anomalies it means if you are a
spot anomalies it means if you are a
spot anomalies it means if you are a vulnerable adult accessing lots of
vulnerable adult accessing lots of
vulnerable adult accessing lots of different parts of the social care
different parts of the social care
different parts of the social care system services will be triangulated for
system services will be triangulated for
system services will be triangulated for you so that you’re getting the support
you so that you’re getting the support
you so that you’re getting the support that you need without needing to make
that you need without needing to make
that you need without needing to make more effort than is realistic or
more effort than is realistic or
more effort than is realistic or necessary so I suppose the theme of my
necessary so I suppose the theme of my
necessary so I suppose the theme of my talk today is what does the public
talk today is what does the public
talk today is what does the public sector need to be thinking about in
sector need to be thinking about in
sector need to be thinking about in order to make these guys succeed firstly
order to make these guys succeed firstly
order to make these guys succeed firstly I want to talk about openness and I mean
I want to talk about openness and I mean
I want to talk about openness and I mean this in terms of government being open
this in terms of government being open
this in terms of government being open to working differently technology and
to working differently technology and
to working differently technology and the face of technology has changed a lot
the face of technology has changed a lot
the face of technology has changed a lot in the last ten years even ten years ago
in the last ten years even ten years ago
in the last ten years even ten years ago if we wanted to access the Internet we’d
if we wanted to access the Internet we’d
if we wanted to access the Internet we’d plug our computer into a cable if we
plug our computer into a cable if we
plug our computer into a cable if we wanted to upgrade our computer we go out
wanted to upgrade our computer we go out
wanted to upgrade our computer we go out we buy a disk and we’d stick the disk in
we buy a disk and we’d stick the disk in
we buy a disk and we’d stick the disk in the computer and that’s how we would
the computer and that’s how we would
the computer and that’s how we would progress that’s how we would upgrade our
progress that’s how we would upgrade our
progress that’s how we would upgrade our software today it’s different we use
software today it’s different we use
software today it’s different we use Wi-Fi to access the Internet if we want
Wi-Fi to access the Internet if we want
Wi-Fi to access the Internet if we want to upgrade software we download it from
to upgrade software we download it from
to upgrade software we download it from the cloud and this is this is a real
the cloud and this is this is a real
the cloud and this is this is a real shift in how we engage with technology
shift in how we engage with technology
shift in how we engage with technology and as humans we like things that are
and as humans we like things that are
and as humans we like things that are tangible we like things that we can
tangible we like things that we can
tangible we like things that we can touch and feel and smell and we think we
touch and feel and smell and we think we
touch and feel and smell and we think we trust those things more because there’s
trust those things more because there’s
trust those things more because there’s something inherently scary about the
something inherently scary about the
something inherently scary about the intangible who knows what’s in the cloud
intangible who knows what’s in the cloud
intangible who knows what’s in the cloud what even is it ghosts a slightly cloudy
what even is it ghosts a slightly cloudy
what even is it ghosts a slightly cloudy we shouldn’t trust them but we need to
we shouldn’t trust them but we need to
we shouldn’t trust them but we need to get comfortable with the idea but this
get comfortable with the idea but this
get comfortable with the idea but this is where technology is going it might
is where technology is going it might
is where technology is going it might seem like a really simple point for
seem like a really simple point for
seem like a really simple point for those of us who’ve used Wi-Fi at home
those of us who’ve used Wi-Fi at home
those of us who’ve used Wi-Fi at home we’re used to this whole idea of not
we’re used to this whole idea of not
we’re used to this whole idea of not necessarily having cables not
necessarily having cables not
necessarily having cables not necessarily having physical things but
necessarily having physical things but
necessarily having physical things but let me tell you that the UK Department
let me tell you that the UK Department
let me tell you that the UK Department for Education only got Wi-Fi this year
for Education only got Wi-Fi this year
for Education only got Wi-Fi this year 2017 it’s a live issue and public sector
2017 it’s a live issue and public sector
2017 it’s a live issue and public sector needs to needs to get comfortable with
needs to needs to get comfortable with
needs to needs to get comfortable with the changes that are happening in the
the changes that are happening in the
the changes that are happening in the technology environment and when I say
technology environment and when I say
technology environment and when I say being open to new ways of working I also
being open to new ways of working I also
being open to new ways of working I also mean that we need to reopen the idea of
mean that we need to reopen the idea of
mean that we need to reopen the idea of what user needs really are we need to
what user needs really are we need to
what user needs really are we need to make sure that public services are being
make sure that public services are being
make sure that public services are being designed around what the end user needs
designed around what the end user needs
designed around what the end user needs now governments operate under all sorts
now governments operate under all sorts
now governments operate under all sorts of constraints from the media from
of constraints from the media from
of constraints from the media from politics and economic changes and in
politics and economic changes and in
politics and economic changes and in that sort of pressurized environment
that sort of pressurized environment
that sort of pressurized environment it’s very easy to take the least risky
it’s very easy to take the least risky
it’s very easy to take the least risky option government is famous for being
option government is famous for being
option government is famous for being risk averse we’re very good at saying
risk averse we’re very good at saying
risk averse we’re very good at saying well we did this yesterday we’ll do it
well we did this yesterday we’ll do it
well we did this yesterday we’ll do it today it’s got to be the right answer
today it’s got to be the right answer
today it’s got to be the right answer we’ve done it before
we’ve done it before
we’ve done it before social services have always looked like
social services have always looked like
social services have always looked like this Healthcare has always looked like
this Healthcare has always looked like
this Healthcare has always looked like this it must be right
this it must be right
this it must be right fundamentally though that’s incorrect
fundamentally though that’s incorrect
fundamentally though that’s incorrect it’s not always right we don’t always
it’s not always right we don’t always
it’s not always right we don’t always know what our end users need we haven’t
know what our end users need we haven’t
know what our end users need we haven’t always asked them we’ve assumed we’ve
always asked them we’ve assumed we’ve
always asked them we’ve assumed we’ve assumed from my ivory tower in the
assumed from my ivory tower in the
assumed from my ivory tower in the public sector that that person over
public sector that that person over
public sector that that person over there with those needs this is what they
there with those needs this is what they
there with those needs this is what they want this is what they need of too often
want this is what they need of too often
want this is what they need of too often government consultations don’t really
government consultations don’t really
government consultations don’t really consult they don’t really find out about
consult they don’t really find out about
consult they don’t really find out about what users need and it doesn’t matter if
what users need and it doesn’t matter if
what users need and it doesn’t matter if your end user is a working adult whether
your end user is a working adult whether
your end user is a working adult whether they are a vulnerable child whether
they are a vulnerable child whether
they are a vulnerable child whether they’re actually someone working in
they’re actually someone working in
they’re actually someone working in public services they might be a
public services they might be a
public services they might be a clinician in a hospital environment they
clinician in a hospital environment they
clinician in a hospital environment they might be a civil servant in the
might be a civil servant in the
might be a civil servant in the Department for business in any event
Department for business in any event
Department for business in any event their needs should be factored into the
their needs should be factored into the
their needs should be factored into the services that they are accessing because
services that they are accessing because
services that they are accessing because that is the only way in which we’re
that is the only way in which we’re
that is the only way in which we’re going to create services that really
going to create services that really
going to create services that really deliver that really make a difference to
deliver that really make a difference to
deliver that really make a difference to people’s lives and it’s very easy to do
people’s lives and it’s very easy to do
people’s lives and it’s very easy to do these things by paper government usually
these things by paper government usually
these things by paper government usually does we need to rethink what being open
does we need to rethink what being open
does we need to rethink what being open and engaging with citizens really means
and engaging with citizens really means
and engaging with citizens really means sometimes that means getting out and
sometimes that means getting out and
sometimes that means getting out and talking hosting roundtables having open
talking hosting roundtables having open
talking hosting roundtables having open discussions about what citizens really
discussions about what citizens really
discussions about what citizens really need because it’s only by being open to
need because it’s only by being open to
need because it’s only by being open to those ways of working that we’re really
those ways of working that we’re really
those ways of working that we’re really going to design server
going to design server
going to design server is that make a difference and improve
is that make a difference and improve
is that make a difference and improve people’s lives now for my second point
people’s lives now for my second point
people’s lives now for my second point let’s assume we know what our users need
let’s assume we know what our users need
let’s assume we know what our users need crucially let’s not jump to a conclusion
crucially let’s not jump to a conclusion
crucially let’s not jump to a conclusion about how we solve the particular
about how we solve the particular
about how we solve the particular problem that they’re facing government
problem that they’re facing government
problem that they’re facing government is terribly good at writing very
is terribly good at writing very
is terribly good at writing very intelligently thought through very
intelligently thought through very
intelligently thought through very detailed specifications about exactly
detailed specifications about exactly
detailed specifications about exactly what they want and they’re going out and
what they want and they’re going out and
what they want and they’re going out and trying to buy it or trying to build it
trying to buy it or trying to build it
trying to buy it or trying to build it however don’t try to don’t Commission a
however don’t try to don’t Commission a
however don’t try to don’t Commission a 200 part contraption to change a light
200 part contraption to change a light
200 part contraption to change a light bulb if perhaps an alternative route
bulb if perhaps an alternative route
bulb if perhaps an alternative route might have been you could just use your
might have been you could just use your
might have been you could just use your hand to take it down yourself so the
hand to take it down yourself so the
hand to take it down yourself so the lesson here is don’t assume that you’ve
lesson here is don’t assume that you’ve
lesson here is don’t assume that you’ve got all the answers already be open to
got all the answers already be open to
got all the answers already be open to the idea that other answers are out
the idea that other answers are out
the idea that other answers are out there so don’t over specify start from
there so don’t over specify start from
there so don’t over specify start from the basis of user needs ask open
the basis of user needs ask open
the basis of user needs ask open questions and then collaborate to find
questions and then collaborate to find
questions and then collaborate to find the right answer and this again this
the right answer and this again this
the right answer and this again this leads into a new way of working that
leads into a new way of working that
leads into a new way of working that feels risky I think from a government
feels risky I think from a government
feels risky I think from a government perspective government is used to trying
perspective government is used to trying
perspective government is used to trying to solve big problems and trying to
to solve big problems and trying to
to solve big problems and trying to solve them all at once having a solution
solve them all at once having a solution
solve them all at once having a solution that takes you from A to Z fixes the
that takes you from A to Z fixes the
that takes you from A to Z fixes the problem in so much of life in so many
problem in so much of life in so many
problem in so much of life in so many public services that it’s based on a
public services that it’s based on a
public services that it’s based on a fundamental misunderstanding of what the
fundamental misunderstanding of what the
fundamental misunderstanding of what the problem really is so often we don’t
problem really is so often we don’t
problem really is so often we don’t really know what the end point is or
really know what the end point is or
really know what the end point is or we’re not yet sure what’s really going
we’re not yet sure what’s really going
we’re not yet sure what’s really going to work in my view governments really
to work in my view governments really
to work in my view governments really need to have a courage to be able to
need to have a courage to be able to
need to have a courage to be able to start small test iterate build build
start small test iterate build build
start small test iterate build build from small beginnings and that’s the way
from small beginnings and that’s the way
from small beginnings and that’s the way in which you design services that really
in which you design services that really
in which you design services that really meet the needs of users that’s the way
meet the needs of users that’s the way
meet the needs of users that’s the way in which you really get the best out of
in which you really get the best out of
in which you really get the best out of technology and that’s what I think smart
technology and that’s what I think smart
technology and that’s what I think smart governments will be doing in the future
governments will be doing in the future
governments will be doing in the future starting small iterating and remembering
starting small iterating and remembering
starting small iterating and remembering to ask the right questions and so my
to ask the right questions and so my
to ask the right questions and so my third point how do we get all of this
third point how do we get all of this
third point how do we get all of this started where does this all come from
started where does this all come from
started where does this all come from and I want to talk about the importance
and I want to talk about the importance
and I want to talk about the importance of nurturing
of nurturing
of nurturing ecosystems now smart governments will
ecosystems now smart governments will
ecosystems now smart governments will know they all recognize that companies
know they all recognize that companies
know they all recognize that companies they do business with will have a stamp
they do business with will have a stamp
they do business with will have a stamp of approval when that business tries to
of approval when that business tries to
of approval when that business tries to scale because they’ve already worked
scale because they’ve already worked
scale because they’ve already worked with the public sector so that means
with the public sector so that means
with the public sector so that means that if you are a business in the UK if
that if you are a business in the UK if
that if you are a business in the UK if you’re a tech business in Guernsey and
you’re a tech business in Guernsey and
you’re a tech business in Guernsey and you are trying to scale internationally
you are trying to scale internationally
you are trying to scale internationally perhaps you’re trying to do business in
perhaps you’re trying to do business in
perhaps you’re trying to do business in Singapore and in Israel in Germany when
Singapore and in Israel in Germany when
Singapore and in Israel in Germany when they are talking to buyers in those
they are talking to buyers in those
they are talking to buyers in those markets it is an instant positive that
markets it is an instant positive that
markets it is an instant positive that they’ve done business in their home
they’ve done business in their home
they’ve done business in their home country indeed it’s a bit of a question
country indeed it’s a bit of a question
country indeed it’s a bit of a question mark about why haven’t you done business
mark about why haven’t you done business
mark about why haven’t you done business in your home country why isn’t your
in your home country why isn’t your
in your home country why isn’t your government buying from you why are you
government buying from you why are you
government buying from you why are you not working with your government and
not working with your government and
not working with your government and that’s a question I think it’s really
that’s a question I think it’s really
that’s a question I think it’s really worth public servants holding in mind do
worth public servants holding in mind do
worth public servants holding in mind do not underestimate the value or the role
not underestimate the value or the role
not underestimate the value or the role public service plays in building healthy
public service plays in building healthy
public service plays in building healthy private-sector ecosystems because it
private-sector ecosystems because it
private-sector ecosystems because it really does count and success breeds
really does count and success breeds
really does count and success breeds success clusters of successful tech
success clusters of successful tech
success clusters of successful tech companies will attract more skill they
companies will attract more skill they
companies will attract more skill they attract more investment it’s only a
attract more investment it’s only a
attract more investment it’s only a benefit for the economy if you nurture
benefit for the economy if you nurture
benefit for the economy if you nurture the companies that are really doing well
the companies that are really doing well
the companies that are really doing well because that becomes an expanding
because that becomes an expanding
because that becomes an expanding positive force with some interesting
positive force with some interesting
positive force with some interesting examples you can see around the world
examples you can see around the world
examples you can see around the world about where this is happening really
about where this is happening really
about where this is happening really well
well
well so Singapore for example Changi Airport
so Singapore for example Changi Airport
so Singapore for example Changi Airport announced this year that they are
announced this year that they are
announced this year that they are creating a living lab they’re putting 50
creating a living lab they’re putting 50
creating a living lab they’re putting 50 million Singaporean dollars into a
million Singaporean dollars into a
million Singaporean dollars into a testing environment so that creative
testing environment so that creative
testing environment so that creative tech businesses can test their products
tech businesses can test their products
tech businesses can test their products can experiment can explore in a live
can experiment can explore in a live
can experiment can explore in a live airport environment and there’s a win
airport environment and there’s a win
airport environment and there’s a win for everybody here the businesses get to
for everybody here the businesses get to
for everybody here the businesses get to test their products they get to improve
test their products they get to improve
test their products they get to improve their products and as we all know by
their products and as we all know by
their products and as we all know by testing and improving that’s how you
testing and improving that’s how you
testing and improving that’s how you really start to meet the needs of your
really start to meet the needs of your
really start to meet the needs of your users
users
users it’s also a real win for the airport
it’s also a real win for the airport
it’s also a real win for the airport they get to be the beneficiaries of that
they get to be the beneficiaries of that
they get to be the beneficiaries of that technology they get to make the most of
technology they get to make the most of
technology they get to make the most of the innovations that are coming out of
the innovations that are coming out of
the innovations that are coming out of those companies they get to be at the
those companies they get to be at the
those companies they get to be at the forefront of the pack of innovation in
forefront of the pack of innovation in
forefront of the pack of innovation in that setting it’s a win win and this I
that setting it’s a win win and this I
that setting it’s a win win and this I think is an example that smart
think is an example that smart
think is an example that smart governments around the world should
governments around the world should
governments around the world should really be looking at and trying to
really be looking at and trying to
really be looking at and trying to emulate as far as possible because
emulate as far as possible because
emulate as far as possible because nurturing your ecosystem is the way in
nurturing your ecosystem is the way in
nurturing your ecosystem is the way in which you’re really going to promote
which you’re really going to promote
which you’re really going to promote technology and drive better public
technology and drive better public
technology and drive better public services I think just to sum up is it
services I think just to sum up is it
services I think just to sum up is it worth it it sounds like an effort it’s a
worth it it sounds like an effort it’s a
worth it it sounds like an effort it’s a lot of change is it really worth it I’d
lot of change is it really worth it I’d
lot of change is it really worth it I’d have to say yes because if governments
have to say yes because if governments
have to say yes because if governments really take advantage of technology
really take advantage of technology
really take advantage of technology today tomorrow the day after that’s the
today tomorrow the day after that’s the
today tomorrow the day after that’s the way in which they will begin to build
way in which they will begin to build
way in which they will begin to build public services that are not only
public services that are not only
public services that are not only cheaper more efficient they’re also more
cheaper more efficient they’re also more
cheaper more efficient they’re also more effective driving better quality of life
effective driving better quality of life
effective driving better quality of life for their citizens and that brings
for their citizens and that brings
for their citizens and that brings benefits for government businesses
benefits for government businesses
benefits for government businesses citizens and society as a whole
citizens and society as a whole
citizens and society as a whole thanks very much
thanks very much
thanks very much [Applause]
”
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