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People first: Innovating e-government

Christian Bason, MindLab (Denmark)
MindLab:
Co-creating to
tackle ”wicked
problems”.
Nordic eGovernment Conference 201 - Christian Bason
Nordic eGovernment Conference 201 - Christian Bason
“We haven’t got the
money, so we’ve got
to think!”
             Ernest Rutherford
Value of public sector innovation

               Productivity




  Service                     Outcomes
experience




               Democracy
Co-creation:
The innovation of valuable
new solutions with
citizens, not for them.
Involving citizens in
innovation is about finding
ideas that have a better
chance of working for them.
Professional empathy

         +

Rehearsing the future
”’Employer-funded capital pension’. I don’t
even know what that means. And if I don’t
know what that means, how can I be
confident that I know what any of the other
stuff means? I am already worried.”

                          Dennis, 21
                          User of online tax site
From digitally incompetent to digitally self-reliant
Nordic eGovernment Conference 201 - Christian Bason
”I knew that the activity in my company would be
changed within a very short period of time, so I
wanted to change my company code. I was aware
that I would call it crowdfunding, but I did not
know what this would be in company code terms.
What I do is some type of financial transaction
service, but I really could not find it.”

                   Owner of online shops
                   User of company registration site
From confusion to clarity when
registering a new business
Nordic eGovernment Conference 201 - Christian Bason
Four principles for
citizen-centred digital design

#1
The purpose must be clearly communicated

#2
                             complexity,
The system has to handle the complexity, not the user

#3
                               people’
The solution should start with people’s own context

#4
The involved authorities need to collaborate
“Everyone designs who devises courses
of action aimed at changing existing
situations into preferred ones.”

                      Herbert Simon (1969)
Design as innovation driver

Challenging
Re-imagining problems and opportunities

Human
Understanding drivers of behaviour and change

Experimental
Prototyping as a vehicle for learning

Concrete
Visualising to enable cross-cutting dialogues
The redesign challenge


Changing interactions at three levels

Citizen
Organisation
System
The leadership challenge

“My staff don’t question the new
insights we gained from involving
citizens. But they question the
consequences for our organization”.

          Head of Division
          Danish central government agency
Policy Press
        2010
mind-lab.dk/en
christianbason

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Nordic eGovernment Conference 201 - Christian Bason