Designing online social security for the future - Design Council / LSE - 29th June 2011 - Jerry Fishenden Centre for Technology Policy Research (CTPR)

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Presentation transcript:

Designing online social security for the future - Design Council / LSE - 29th June Jerry Fishenden Centre for Technology Policy Research (CTPR) ctpr.org

1996 “… to provide better and more efficient services to businesses and to citizens; improve the efficiency and openness of government administration; and secure substantial cost savings for the taxpayer” Centre for Technology Policy Research (CTPR) - ctpr.org

addressing the digital divide (c. 2001) Centre for Technology Policy Research (CTPR) - ctpr.org

e-benefits are not new Centre for Technology Policy Research (CTPR) - ctpr.org

previous blockers “How DARE you presume to tell me how to run our services!!!!!” “We’re not going to let some jumped-up local council deliver OUR services!!!!” Centre for Technology Policy Research (CTPR) - ctpr.org

DWP CUSTOMER CONTACTS ONLINE ARE MINIMAL 340,000 out of 145 million contacts Source: How Digital Era Governance (DEG), and now DEG 2.0, are changing public services. Patrick Dunleavy, London School of Economics, 2009.

…. digital divide?! Source: Electronic Government. Parliamentary Office of Science and Technology, Feb … 51% of DWP customers were online with broadband access by mid 2008 … In 2008 online communications amounted to less than 1% of DWP customer contact – currently it takes each DWP civil servant 4 months to send 1 to a customer Source: How Digital Era Governance (DEG), and now DEG 2.0, are changing public services. Patrick Dunleavy, London School of Economics, 2009.

NowNext…? minutes decision on benefitsInstant using policy automation 40 minute phone call80%+ online via website, mobile device. Remainder through improved face-to-face/phone 1 hour face-to-face identity and circumstances check 80%+ automated check using new ID & personal data model Face-to-face sign-on processOnline (web, mobile) for trusted claimants Centre for Technology Policy Research (CTPR) - ctpr.org Adapted from: How Digital Era Governance (DEG), and now DEG 2.0, are changing public services. Patrick Dunleavy, London School of Economics, 2009.

Source: “Achieving the Vision of E-Government”, John Sindelar, Deputy Director, GSA Office of Governmentwide Policy, November 2001 Centre for Technology Policy Research (CTPR) - ctpr.org

The future? Your Benefits Payment for June is: £87.56 It is brought to you this month from the taxes paid by: 1 working single parent 2 pensioners Your lifetime benefits received to date total: £34, Centre for Technology Policy Research (CTPR) - ctpr.org

Source: Slivers-of-Time ( Centre for Technology Policy Research (CTPR) - ctpr.org

making it happen er, how about …. … talking to the users …? design from the edge-in: – re-use existing commodity infrastructure and services wherever they exist – re-use the agile approach that has worked in major private sector systems, and make smart use of specialist SMEs working with domain matter experts from the departments – stop building new central Govt systems: build new “Egg”-style systems outside of the silos of the public sector and ensure they provide open platforms – ensure consistent, strong privacy, security, capacity, resilience by default et al designed in from day 1 … ensure Ministerial/policy intent is carried through – policy automation will enable dynamic modelling of, and changes to, taxation and welfare Centre for Technology Policy Research (CTPR) - ctpr.org

Designing online social security for the future Jerry Fishenden Centre for Technology Policy Research (CTPR) CTPR on Jerry on