OECD Report: “TOWARDS AN INTEGRATED PUBLIC SERVICE” 2008 The key measure of Public Service performance is how quickly and easily people can access a service and the quality of that service once received.

When everyone else suffers from over-complexity, there is a market for products and services that simplify life. Rosabeth Moss Kanter 2009 Professor Harvard Business School,

Global Pressures on Public Services and Governments More Demanding Citizen/Customer Increasing Social Complexity and diversity Overstretched Resources Demographic changes – older population Change in Ratio of working population to older people

Challenge for today!

Is not only the demonstration of Universal Design Thinking but how this is being Actioned in Japan, America, Norway, Spain and Ireland

What is Universal Design Thinking (UDT)? Traditional Thinking to improve a service or product is to look for More Resources – money, staff etc & Build it Bigger and Better UDT Asks the Question How can we do this differently?

Ron Mace …. the use of the term universal is unfortunate in that “nothing can be truly universal; there will always be people who cannot use an item no matter how thoughtfully it is designed.

However, we can almost always improve on the things we design to make them more universally usable”(1998)

What is Universal Design?

The design and composition of an environment so that it may be accessed, understood and used by persons of any age, size, ability or disability Irish Disability Act 2005

4 P’s

P1: Philosophy The Centre is dedicated to the principle of universal access, enabling people in Ireland to participate in a society that takes account of human difference and to interact with their environment to the best of their ability.

Principle 1: Equitable Use Principle 2: Flexibility in Use Principle 3: Simple and Intuitive Use Principle 4: Perceptible Information Principle 5: Tolerance for Error Principle 6: Low Physical Effort Principle 7: Size and Space for Approach and Use P2: Principles

P3: Process of Universal Design Two Levels: Macro and Micro view of situation or application Identify the situation/application Define the universe Involve consumers Adopt guidelines or standards Apply guidelines or standards Plan for accommodations Train and support Evaluate

P4: Personalisation through Participation Personalising services for individual users, eg: User segmentation Awareness and responsivity to changing user needs Personalising services through close government-citizens relations Personalised pro-active services Personalisation through intermediation eGovernance and eParticipation: lessons from Europe in promoting inclusion and empowerment EU Publication 06

In million people were 60+ years of age 10% of the world’s population World is Aging

In million people were 60+ years of age 10% of the world’s population By 2050 ~2 billion people will be 60+ years old 21% of the world’s population World is Aging

Projected Workers Ratio to retired People

United Nations convention on the rights of People with Disabilities 2006 (UNCPD) General Obligation No 4: Governments are: “to undertake or promote research and development of universally designed goods, services, equipment and facilities…”

Council Of Europe (COE) Universal Design ResAP(2001)1 ”Tomar” resolution on Universal Design –Curricula on the built environment Rec(2006)5 –Action Plan on promoting rights and full participation Framework for actions ResAp(3)2007 ”Full participation through Universal Design” –Recommendations on a broader scale, including services

Universal Design: Strategy for all aspects of society Aiming at accessible and usable –built environments –communication –products –services Accessible and usable –to everyone –to the greatest extent possible –preferably without adaptations or special solutions

COE Recommendations to governments (1) Promote full participation in community life –prevent the creation of new barriers –design solutions usable by all –integrate Universal Design principles into policies, legislation and practice

COE Recommendations to governments (2) Promote the application of Universal Design in implementation of the Disability Action Plan

COE Recommendations to governments (3) Ensure widest possible dissemination of the 2007 resolution on Universal Design –awareness-raising campaigns –co-operation with the private sector –co-operation with civil society NGO’s of people with disabilities, older people

Public Procurement Public procurement is the process used by public agencies to acquire goods, services, works and other supplies The use of procurement policies as a social justice vehicle is a modern development in government contract agreements

How can public procurement impact accessibility? 16% of Europe’s Gross Domestic Product More than 25% of ICT purchases in USA Benefits persons with disabilities and elderly general public Reduces Cost and increases Choice in accessible ICT

EU Mandates Mandate 376: Accessibility requirements for public procurement of products and services in the ICT domain Mandate 420: Accessibility requirements for public procurement of the Built Environment Mandate 371 Services-tourism, transport eaction=refSearch.search

“The results are compelling: companies that invest in design tend to be more innovative, more profitable and grow faster than those who do not. At a macro-economic level, there is a strong positive correlation between the use of design and national competitiveness”. Design as a Driver of User-Centred Innovation European Commission published staff working paper 2009

Taskforce’s recommendations to make Ireland a Global Innovation Hub

Key Recommendations Stronger foundation for new product design and development excellence in Ireland should be developed through close collaboration between industry, HEIs and professional organisations around needs assessment, rapid prototyping, teaching, research, executive education, workforce development and road mapping. Action Points: How to embed product design teaching and research in Ireland’s engineering schools? how to shift design education in Ireland to a model where creativity and innovation in product design are encouraged?

The skills in design that are required, whether among professional designers, or among people from other specialisms;

National Strategy for Service User Involvement in the Irish Health Service

OECD Public Management Reviews TOWARDS AN INTEGRATED PUBLIC SERVICE Ireland Maximise the Public Service’s contribution to achieving societal objectives and to meeting citizens’ expectations, Irish Government needs to think increasingly about the Public Service as an integrated “system” Key Recommendation Using e-government to deliver integrated and citizen-focused services: For citizens and business, the key measure of Public Service performance is how quickly and easily they can access a service and the quality of that service once received.

REPORT OF THE TASK FORCE ON THE PUBLIC SERVICE 2008

The public expects improved and expanded services while the current budgetary situation severely constrains the resources available to maintain and enhance such services. Better services for the citizen now more than ever require prioritisation, efficiency and effectiveness measures, the use of new technology and an effective mobilisation and application of resources across a more integrated public service. The key challenge facing the entire Public Service, from the Government to staff delivering personal services to citizens such as teachers, nurses and Gardaí, is to deliver better services and outcomes for the public within sustainable levels of expenditure.

Defining Innovation “Something new that will be adopted by customers” Michael Schrage

Main Reason for non adoption Failure to fully understand customer needs

“Good” vs “Bad” design After a century of rapid technological innovation and development Philips (2004) “The Philips Index: Calibrating the Convergence of Healthcare, Lifestyle and Technology. “

“… unshackling public services from a one-size-fits all model of provision“ Gordon Brown 2009