Sharing design know-how in the Tax Office SEGMENTAUDIENCEDATE Presented by: Kerry Moir Knowledge Manager ATO Business Solutions Presentation to: KM 101, 25 May 2007 Sharing design know-how in the Tax Office GENERALEXTERNALMAY 07

Sharing design know-how in the Tax Office Context

Sharing design know-how in the Tax Office The Tax Office Approximately 21,500 staff at 30 June 2006 Lots of change The Change Program - $450 million IT refresh New client relationship management system (11 million taxpayers, and 2.5 million businesses, non-profit and government organisations) Single enterprise-wide case management system to replace more than 130 previous case management systems Around 100 new legislative measures in 2005/06

Sharing design know-how in the Tax Office ATO Business Solutions Small business line – around 100 staff Responsible for ensuring good outcomes to change that has an impact on the experience of users – whether internal or external aligned with strategic priorities integrated with the rest of the tax system, and produce practical outcomes for both clients and staff ‘No dumb outcomes!’

Sharing design know-how in the Tax Office Integrated administrative design

Sharing design know-how in the Tax Office Integrated administrative design ATO Common Business Language definition ‘the methodology developed and tailored to assist the Tax Office to design better outcomes for taxpayers and the organisation’ Development began in 2000 External assistance – Carnegie Mellon University in the US Based on principles of industrial design – applied to administrative systems

Sharing design know-how in the Tax Office User-based design Principles Take a user-centred approach Ensure delivery of the intent Design the entire change Make the design visible early More info: Raelene Vivian, ‘Elements of Good Government Community Collaboration’, in Future Challenges for E-Government, vol 1, AGIMO 2004

Sharing design know-how in the Tax Office Who does design? Specialist disciplines – individuals in particular roles (n ≈100) Design facilitators Information designers User researchers & testers Business analysts

Sharing design know-how in the Tax Office Also, distributed design areas Cells of design specialists located within business lines Micro Enterprises & Individuals Small & Medium Enterprises Large Business & International Superannuation Excise People & Place

Sharing design know-how in the Tax Office Business Design Capability team Building and supporting design capability Knowledge sharing Training programs Relationship with distributed design areas Workforce planning Design graduate development program Developing and documenting the design methodology

Sharing design know-how in the Tax Office Sharing design know-how Enriching and embedding design expertise to improve design outcomes Know-how = know-what, know-why, know-who, know-when, know-where

Sharing design know-how in the Tax Office Core design teams Team 1 Design facilitator Information designer User researcher & tester Project manager Business rep IT Team 2 Design facilitator User researcher & tester Business analyst Project manager Business rep IT Team 3 Information designer Business analyst Project manager Business rep IT

Sharing design know-how in the Tax Office Sharing know-how – within teams Team 1 Design facilitator Information designer User researcher & tester Project manager Business rep IT Team 2 Design facilitator User researcher & tester Business analyst Project manager Business rep IT Team 3 Information designer Business analyst Project manager Business rep IT

Sharing design know-how in the Tax Office Team 1 Design facilitator Information designer User researcher & tester Project manager Business rep IT Team 2 Design facilitator User researcher & tester Business analyst Project manager Business rep IT Team 3 Information designer Business analyst Project manager Business rep IT Sharing know-how – within disciplines

Sharing design know-how in the Tax Office Team 1 Design facilitator Information designer User researcher & tester Project manager Business rep IT Team 2 Design facilitator User researcher & tester Business analyst Project manager Business rep IT Team 3 Information designer Business analyst Project manager Business rep IT Sharing know-how – across teams and disciplines

Sharing design know-how in the Tax Office Sharing design know-how – the framework 1. Sharing project know-how Sharing know-how within core design teams 2. Sharing methodology know-how Sharing know-how across core design teams, disciplines and business lines 3. Sharing specialist know-how Sharing know-how within specialist disciplines 4. Sharing know-how across time and space

Sharing design know-how in the Tax Office Activities

Sharing design know-how in the Tax Office Acknowledgments These initiatives are based on the work of a range of KM practitioners and authors If something seems familiar to you – it probably is! Sources Nancy Dixon ‘Learning to fly’, Collison & Parcell Lend Lease ikonnect Etienne Wenger – communities of practice

Sharing design know-how in the Tax Office 1. Sharing project know-how Capturing and sharing valuable lessons from design projects Design Connect (learn before) Connecting people with questions about doing design projects to people who can help provide the answers Mid-project and intent reviews (learn during) Informal reviews during a project to ensure it is on track Project debriefing (learn after) Capturing and sharing valuable lessons from design projects

PROJECT DEBRIEFING Sharing valuable lessons from design projects 1. SENSEMAKING 2. TRANSLATION ADAPTATION – if required 3. SPREADING THE LESSONS – as appropriate What was supposed to happen and what did happen? What worked well and why did it work well? What didn’t work well and why didn’t it work? What did we learn that would be useful to other projects, and what is the best way to share those lessons? This is what we learnt from the project? How did you approach that bit of it? Tell us more about that aspect What is the best way to share these lessons more widely? ‘Project on a page’ Update Design Handbook Presentation to a CoP Video interview Posting to Knowledge Exchange Story Skill builder Include in Design Guide … etc … We think that what you learned on your project would be really helpful in our project. We’ll tell you what our issues are, then you can tell us more about your experience and together we can discuss how we might adapt it to our project More connecting, less collecting Design Connect

PROJECT DEBRIEFING Sharing valuable lessons from design projects 1. SENSEMAKING 2. TRANSLATION ADAPTATION – if required 3. SPREADING THE LESSONS – as appropriate What was supposed to happen and what did happen? What worked well and why did it work well? What didn’t work well and why didn’t it work? What did we learn that would be useful to other projects, and what is the best way to share those lessons? This is what we learnt from the project? How did you approach that bit of it? Tell us more about that aspect What is the best way to share these lessons more widely? ‘Project on a page’ Update Design Handbook Presentation to a CoP Video interview Posting to Knowledge Exchange Story Skill builder Include in Design Guide … etc … We think that what you learned on your project would be really helpful in our project. We’ll tell you what our issues are, then you can tell us more about your experience and together we can discuss how we might adapt it to our project More connecting, less collecting Design Connect

PROJECT DEBRIEFING Sharing valuable lessons from design projects 1. SENSEMAKING 2. TRANSLATION ADAPTATION – if required 3. SPREADING THE LESSONS – as appropriate What was supposed to happen and what did happen? What worked well and why did it work well? What didn’t work well and why didn’t it work? What did we learn that would be useful to other projects, and what is the best way to share those lessons? This is what we learnt from the project? How did you approach that bit of it? Tell us more about that aspect What is the best way to share these lessons more widely? ‘Project on a page’ Update Design Handbook Presentation to a CoP Video interview Posting to Knowledge Exchange Story Skill builder Include in Design Guide … etc … We think that what you learned on your project would be really helpful in our project. We’ll tell you what our issues are, then you can tell us more about your experience and together we can discuss how we might adapt it to our project More connecting, less collecting Design Connect

PROJECT DEBRIEFING Sharing valuable lessons from design projects 1. SENSEMAKING 2. TRANSLATION ADAPTATION – if required 3. SPREADING THE LESSONS – as appropriate What was supposed to happen and what did happen? What worked well and why did it work well? What didn’t work well and why didn’t it work? What did we learn that would be useful to other projects, and what is the best way to share those lessons? This is what we learnt from the project? How did you approach that bit of it? Tell us more about that aspect What is the best way to share these lessons more widely? ‘Project on a page’ Update Design Handbook Presentation to a CoP Video interview Posting to Knowledge Exchange Story Skill builder Include in Design Guide … etc … We think that what you learned on your project would be really helpful in our project. We’ll tell you what our issues are, then you can tell us more about your experience and together we can discuss how we might adapt it to our project More connecting, less collecting Design Connect

PROJECT DEBRIEFING Sharing valuable lessons from design projects 1. SENSEMAKING 2. TRANSLATION ADAPTATION – if required 3. SPREADING THE LESSONS – as appropriate What was supposed to happen and what did happen? What worked well and why did it work well? What didn’t work well and why didn’t it work? What did we learn that would be useful to other projects, and what is the best way to share those lessons? This is what we learnt from the project? How did you approach that bit of it? Tell us more about that aspect What is the best way to share these lessons more widely? ‘Project on a page’ Update Design Handbook Presentation to a CoP Video interview Posting to Knowledge Exchange Story Skill builder Include in Design Guide … etc … We think that what you learned on your project would be really helpful in our project. We’ll tell you what our issues are, then you can tell us more about your experience and together we can discuss how we might adapt it to our project More connecting, less collecting Design Connect

Sharing design know-how in the Tax Office Sharing design know-how – the framework 1. Sharing project know-how Sharing know-how within core design teams 2. Sharing methodology know-how Sharing know-how across core design teams, disciplines and business lines 3. Sharing specialist know-how Sharing know-how within specialist disciplines 4. Sharing know-how across time and space

Sharing design know-how in the Tax Office 2. Sharing methodology know-how Sharing the design principles and methodology across projects and specialisations and business lines Design Cafés Conversations to share insights and explore the design principles and methodology

Sharing design know-how in the Tax Office Sharing design know-how – the framework 1. Sharing project know-how Sharing know-how within core design teams 2. Sharing methodology know-how Sharing know-how across core design teams, disciplines and business lines 3. Sharing specialist know-how Sharing know-how within specialist disciplines 4. Sharing know-how across time and space

Sharing design know-how in the Tax Office 3. Sharing discipline know-how Sharing knowledge and expertise within design specialisations Communities of practice (CoPs) Self-organising learning communities to develop and share knowledge and skills Mentoring

AGENDA – Information Design Mentoring Day Date18 th August 2006 VenueTo be assessed TimeFrom 8.45am – 5.00pm FacilitatorRu Bechler  Come up with any questions you have for the ‘design guru’, Peter Jones. These could be about information design or design in general and send to  If anyone is interested in presenting an information design case study please send an with details to NOTE – this case study can be about something that worked well or something that didn’t work, sometimes we learn more from what didn’t work! TIME WHAT? WHO?  8.45 – 9.30am  Coffee  Introductions  Icebreaker  Ru Bechler  9.30 –  Questions and answers session  Peter Jones MORNING TEA BREAK – 15 MINUTES  –  How your brain works?  Tony Fettes  Shah Bahpyu  –  Information Design Competition  Peter Jones LUNCH – 1 HOUR Find out all the answers to those burning questions you had about design and information design Learn more about your brain Put your skills to the test, working in teams you will complete a real information design task. debrief & learn from your colleagues  –  Case Study  Shah Bahpyu  Roz Martiniello A volunteer will talk about an information design task they have had to complete. Any learnings, how they completed it and how they would do it differently Meet the other information design practitioners AFTERNOON TEA BREAK – 15 MINUTES  –  Talk by consultant Olivia Sainsbury  Olivia Sainsbury Olivia will talk to us about her experience in the consulting world with information design   HOME TIME! If people are interested we can go for a well deserved drink! If Peter is in a good mood he might just put some money on the bar!!  Feel free to come dressed casually  Lunch is not provided About the Day…Action Items for YOU…Note

Sharing design know-how in the Tax Office Sharing design know-how – the framework 1. Sharing project know-how Sharing know-how within core design teams 2. Sharing methodology know-how Sharing know-how across core design teams, disciplines and business lines 3. Sharing specialist know-how Sharing know-how within specialist disciplines 4. Sharing know-how across time and space

Sharing design know-how in the Tax Office 4. Sharing know-how across time and space Design Resource Centre Recordkeeping improvement project

Sharing design know-how in the Tax Office Recordkeeping improvement project New share drive structure – functions based Printed & online guide Face-to-face training for all staff Principles & responsibilities Share drive structure Monitoring Ongoing awareness & communication

Sharing design know-how in the Tax Office New share drive structure – evaluation

Sharing methodology know-how Sharing project know-how Sharing discipline know-how  Design Connect (learn before)  Mid-project and intent reviews (learn during)  Project debriefing (learn after)  Communities of practice  Mentoring  Design Cafés S haring D esign K now– How (know-how includes know-what, know-why, know-who, know-when, know-where) Sharing design know-how across time and space  Design Resource Centre  Recordkeeping improvement project Knowledge Management

Sharing design know-how in the Tax Office Questions Contact: Arfur