NATIONAL INSTITUTE OF PUBLIC ADMINISTRATION PUBLIC SERVICE DELIVERY AND INNOVATION

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1 NATIONAL INSTITUTE OF PUBLIC ADMINISTRATION PUBLIC SERVICE DELIVERY AND INNOVATION Alexander Lau, Principal Design Lead Innovation Lab, Public Service Division, Singapore

2 We are passionate about UNCOVERING HUMAN STORIES behind the challenges we face in the public sector Our mission is to help public agencies INJECT HUMAN- CENTRICITY into designing public policies and services 2 INNOVATION LAB the innovation process

3 When we design, formulate or review policies or government services, are we rational, impartial and clearheaded, with the best interests of our citizens in mind? 3 INNOVATION LAB the innovation process

4 A toaster costs $100 at your neighbourhood mall. You find out that the toaster is on sale for $50 at another outlet, which is a 20-min train ride away. Will you travel 20 minutes to buy the discounted toaster? developed in collaboration with The Behavioural Insights Team, UK 4 INNOVATION LAB the innovation process

5 A television costs $3,000 at your neighbourhood mall. You find out that the television is on sale for $2,950 at another outlet, which is a 20- min train ride away. Will you travel 20 minutes to buy the discounted television? developed in collaboration with The Behavioural Insights Team, UK 5 INNOVATION LAB the innovation process

6 = /? developed in collaboration with The Behavioural Insights Team, UK 6 INNOVATION LAB the innovation process

7 Preference Consistency Did you travel to get the discounted toaster? NO (2) What about the discounted television? NO (7) YES (22) YES (17) 21% fewer! $50 is not always worth 20 minutes of your time. Consistency in preferences depends on the context and environment in which we are making the decision. developed in collaboration with The Behavioural Insights Team, UK 7 INNOVATION LAB the innovation process

8 THINKING FAST AND SLOW Slow Deliberate Analytic Effortful Fast Automatic Intuitive Frugal Policy-makers tend to play in this space People tend to make choices this way 8 INNOVATION LAB the innovation process

9 As long as we build the world around us assuming that people have limitless cognitive capacity and no emotions to interfere with our decisions, we will fail, and we will fail often and on larger scales Dan Ariely Professor of Psychology and Behavioral Economics at Duke University 9 INNOVATION LAB the innovation process

10 PUBLIC SERVICE INNOVATION 3 Key Mindsets: 1. Empathise with all stakeholders 2. Collaborate for holistic outcomes 3. Experiment to try ideas and test assumptions 10 INNOVATION LAB the innovation process

11 EMPATHISE 11 INNOVATION LAB the innovation process

12 Ministry of Health Pioneer Generation Package Lanyard 12 INNOVATION LAB the innovation process

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14 Lanyard? Wear in front? No, thanks! Wearing it is like having a sign I ve got Alzheimer's 14 INNOVATION LAB the innovation process

15 OBSERVATION TECHNIQUES BODY- STORMING SHADOW IN-SITU INTERVIEWS 15 INNOVATION LAB the innovation process

16 COGNITIVE BIASES Source: Buster Benson (2014). Cognitive biases cheat sheet 16 INNOVATION LAB the innovation process

17 COLLABORATE 17 INNOVATION LAB the innovation process

18 Singapore Land Authority Channel Migration for Land Occupancy Permit Services 18 INNOVATION LAB the innovation process

19 Observe how customers use the portal 19 INNOVATION LAB the innovation process

20 Interview customers to learn about their pain points 20 INNOVATION LAB the innovation process

21 Bringing customers insights and relevant internal departments insights together to identify opportunities 21 INNOVATION LAB the innovation process

22 EXPERIMENT 22 INNOVATION LAB the innovation process

23 People s Association Our Tampines Hub Service Centre 23 INNOVATION LAB the innovation process

24 Field research PA, WDA, MSF, SportsSG & HDB 24 INNOVATION LAB the innovation process

25 Floor Plan of Our Tampines Hub 25 INNOVATION LAB the innovation process

26 UNCOVERING THE ASSUMPTIONS WITH EACH STEP Intended Customer s Journey I walk into TTH Entrance Do I know what services are available? SA diagnose my query and issue me a ticket SA approaches me SA diagnose my query directs me to e-kiosk Service Ambassador Will SA be able to diagnose? Will SA be available? I go to the waiting area Waiting Area What do I do? How long do I wait? Where do I wait? referred to other agency referred to other agency I go to an unoccupied e-kiosk Roving SA to assist when required Tier 1 What if I get stuck while using the kiosk? My number is called and I go to the room My number is called and I go to the counter Transaction completed Tier 2 Tier 3 Where do I go? How do I feel when I am being served? What if I have other queries? Do I queue all over again? 26 INNOVATION LAB the innovation process

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28 CONCLUSION 28 INNOVATION LAB the innovation process

29 OVERVIEW OF PUBLIC SERVICE INNOVATION ISSUES & PROBLEMS Understand stakeholders context and needs DEEP INSIGHTS, REFRAMED CHALLENGE Experiment with diverse ideas DESIGN BRIEF ON DESIRED OUTCOME Implement idea and evaluate impact ROLLOUT / IMPLEMENTATION Contract with Sponsors and Project Team Scan Future Trends Analyse Data Patterns Review Current Processes Conduct Ethnographic Research Identify Cognitive Biases Sensemake to Distil Insights and Reframe Problem Generate Diverse Ideas Shape Ideas around User Behaviours Fit Ideas to Systems and Operational Context Create Low-res Prototypes to tell Stories Test Ideas with Users Evaluate Ideas 29 INNOVATION LAB the innovation process Create High-res Prototypes Conduct Trials on Shortlisted Solutions Measure and Evaluate Outcomes Manage Change for Stakeholders Communicate and Engage with Stakeholders The entire process is undergirded by clear contracting with sponsors, paying attention to project team formation and dynamics, as well as getting buy-in and managing change for all stakeholders

30 Innovation Desirable Feasible Viable 30 INNOVATION LAB the innovation process

31 Desirable (Citizencentricity) Public Service Innovation Feasible (Agency Capability) Viable (National Objectives) 31 INNOVATION LAB the innovation process

32 THANK YOU 32 INNOVATION LAB the innovation process