2 3 Public Services: Services offered to the general public and/or in the public interest with the...
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Transcript of 2 3 Public Services: Services offered to the general public and/or in the public interest with the...
"Towards a New Generation of Digital Public Services"Francisco García Morán
Chief IT Advisor/EU FellowEuropean Commission/ UC Berkeley
Context
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Context
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Government = Vending Machine?
Public Services for Public Value• Public Services: Services offered to the general
public and/or in the public interest with the main purpose of developing "public value" http://ec.europa.eu/services_general_interest/docs/comm_quality_framework_en.pdf
• Public Value: The total societal value that cannot be monoplized by individuals, but is shared by all actors in society and is the outcome of all resource allocation decision
• (Vision Study - Impact of Information Society options on the Development of pan-European Public e-Services, 2008 )
Dynamics of Public Value
• Authorisation is the process of answering the what question: What purpose does this service exist to fulfil?
• Create is about answering the how question: What form of service delivery will meet public expectations and allow for continuous improvement?
• Measure is about answering the success question: How do we know if this service has achieved its objectives
Need for efficiency and affectiviness
Public sector in the EU: 50% of EU GDP, 17% of Employment, 20% of Purchasing Power, Largest Purchaser of IT, Great Influence on Market Dynamics
Citizen Centric & Digitally Enabled
A possible approach : Open and Collaborative Government
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Co-production (OECD)
"A way of planning, designing, delivering and evaluating public services which draws on direct input from citizens, service users and civil society organizations"
Co-production ≠ Contracting/Outsourcing
Background Information….
The Elements/Principles of co-production
• Building on people’s existing capabilities: altering the delivery model of public services from a deficit approach to one that provides opportunities to recognise and grow people’s capabilities and actively support them to put them to use at an individual and community level.
• Reciprocity and mutuality: offering people a range of incentives to engage which enable us to work in reciprocal relationships with professionals and with each other, where there are mutual responsibilities and expectations.
• Peer support networks: engaging peer and personal networks alongside professionals as the best way of transferring knowledge.
• Blurring distinctions: removing the distinction between professionals and recipients, and between producers and consumers of services, by reconfiguring the way services are developed and delivered.
• Facilitating rather than delivering: enabling public service agencies to become catalysts and facilitators rather than central providers themselves.
• Assets: transforming the perception of people from passive recipients of services and burdens on the system into one where they are equal partners in designing and delivering services.
Co-production stages
Co-planning Co-desingCo-financing
Co-prioritization
Co-managing Co-assessment
Co-performing
Co-Commissioning
Co-Delivery
Business Case for Co-production (1)(Source: Governance International, www.govint.org)
Scoping› WHO is going to do WHAT with WHOM and WHERE and WHEN?
Outcomes› WHAT are the KEY OUTCOMES desired by whom?
Benefits› WHAT STORIES OR ANECDOTES OR FACTS reveal how much service
users, carers and/or other citizens feel better off from the initiative?
Costs› WHAT FINANCIAL AND NON-FINANCIAL COSTS are borne by the
stakeholders (and what did they pay before)?› HOW MUCH TIME do citizens put into co-production initiative? 15
Business Case for Co-production (2)
Who benefits, who pays?› WHO gets what and WHO gets hit for the costs?, HOW
MUCH BETTER OFF is each stakeholder in NET terms (benefits-costs)?
Asking "What If" ?› To increase the credibility of the Business Case, make easy
to vary the inputs and look what happens to the results
Co-assessing the findings› Interpret the findings together with stakeholders through an
interactive process; discuss and rework the business case to improve it
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How to go about it?
Barriers….Political
Technical Public Employees
Citizens
Legal Organizational
Silos
APIsData
Power
Transparency
Procurement
Regulations
Motivation
Skills
Control
Structures
Size
Internal Processes
Motivation
Digital divide
Sustainability
Slow down implementation of co-production
Ishikawa Fishbone Cause-Effect Diagram
Levers …….Political
Technical Public Employees
Citizens
Financial Organizational
Consolidation
APIs
OpenData
Newcomers
Transparency
Stress on budget
New generations
Skills
Staff reductions
BPR
C-generation
Social Networks
Sustainability
Speed up implementation of co-production
Ishikawa Fishbone Cause-Effect Diagram
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Which Services? Where?
Governance?
Platforms?
IT Management?
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