Sung Woo Kim: Citizen Engagement in policy design
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Transcript of Sung Woo Kim: Citizen Engagement in policy design
Citizen Engagement in Policy Design4 years of citizen engagement in policy design
and what we have learnt from it
A Case Study on Kookmin Design Dan
Sung Woo KimKookmin University, South Korea
Public Service Design, DSI, Government Experience DesignPresident of DSI (Design for Social Innovation) Forum
Advisory Member of ‘Kookmin Design Dan,’ Ministry of the Interior
Advisory Member of Digital Government Service, Ministry of the Interior
Advisory Member of Service Design Team in KIDP (Korea Institute of Design Promotion)
Board Member of the Society of Service Design
Design for Unity (Design for Korea Unification)Healthcare Service Experience Design for North Korean Defectors
Member of ‘Forum for Korean Reunification’ in KFDA (Korea Federation of Design Association)
Advisory Member in Education Sector, Ministry of Unification
User Experience, Interaction Design, Human-computer InteractionBoard Member of the Society of Korean HCI
UX Researcher Manager at KT (Korea Telecom), South Korea
Interaction Design Manager & Consultant, Philips Design Singapore
UX Researcher at Samsung Electronics, South Korea
UI Software Engineer, Idapta & MediaOcean, USA
Assistant Professor, Kookmin University, South KoreaDesign for Unity, Dept. of Experience Design, Graduate School of [email protected] / [email protected] / +82-10-9888-6052
Citizen Engagement in Policy Design4 years of citizen engagement in policy design
and what we have learnt from it
A Case Study on Kookmin Design Dan
1. What is KDD?2. Why KDD?
3. Achievements & Homework
What is KDD?
KDD (Kookmin Design Dan)
Gov. project on citizen participation in policy design
A national initiative to develop innovative policy-making model by
actively inviting citizens and service designers through service design
thinking, process & methodology
4 years in action since 2014
MinistryoftheInterior andSafety
KDD: How It is Operated
Central & Local Govs. Apply for KDD Projects
Jan-Mar Apr-May
Advisory CommitteeIn 2017, 50 out 240 selected
Jun -
Team Formation3 key actors
citizensgovernment officers
servicedesigner
How It is Operated (cont’d)
Nov/DecJun – Sep/Oct
Discover – Define – Develop - Deliver Final Presentation & Review round-up
Some of the Selected 2017 KDD Projects
Making a Happy City with Humans
and Companion Animals (Seoul)
Urban Regeneration : Utilizing
Empty Space in Urban Area (Busan)
Prevention of Traffic Accidents
for the Elderly (Buyeo)
Sharing Parking Space : Creating a platform to
share unused parking lots for tourists (Chuncheon)
Let’s Build a City that Takes
Care of Our Moms! (Yongin)
Design Involvement in Conventional Policy-making Process
SettingupofAgenda
MakingDecisiononPolicy
PolicyExecution
Evaluation
DesignOutcomeImplementationsubcontractedinalimitedperiod
PublicOfficer
Designer
Citizens
conventional design work(no service experience design)
Change in Design involvement in KDDSettingupofAgenda
PolicyExecution
Evaluation
DesignOutcomeImplementation
ServiceDesignThinking
MakingDecisiononPolicy
Co-creative WorkshopParticipatory Design
User ResearchService BlueprintStakeholder Map
Contextual InquiryCustomer Journey Map
…
service experience design
PublicOfficer
Designer
Citizens
ConventionalPolicy-makingProcess KDDPolicy-makingProcess
PublicOfficer
Designer
Citizens
Why KDD?
Toeffectivelyreflectthe“true”needsofthepeopleintheplanningandexecutionofgovernmentpolicy
conventional,provider-centered&armchair-theorypolicymaking
An Objective
user-centered, realistic, all-things-consideredpolicy
An innovative approach to policy-making by actively involving citizens
The Big Question is
“how do we involve them?”
When I Ask Government Officers to Listen to People’s Voice,
“What Do You Think We Have Been Doing?”
“We are already doing it in various ways!”
Proposal(written)
Discussion
Survey
PublicHearing
Voting
Committee
“Gathered…but Not Gathered”HiddenneedsnotexpressedinverbalorwrittenformatThemythofnumbers statisticsmaygiveyou‘sight’butnot‘insight’Holisticviewpointtosensecomplicatedinterestsamongstakeholders
Proposal(written)
Discussion
Survey
PublicHearing
Voting
Committee
Rather traditional and bureaucratic models of opinion gathering
Express Your Thoughts in Clear, Explicit, and Concise Way!
corporation,government,university…maybepossible
Woof!Woof!
Iamonly2yearsold
지금얘가뭐라는거야…
Malaneh ot pah owehmomo
Idon’twanna talktothat youngrudelittlebast**d
samedemandtogeneralpublic???Express Your Thoughts in Clear, Explicit, and Concise Way!
An innovative approach to policy making by actively involving citizens
The Real Big Question is
“how do we involve them in an effective way?”
When I Ask Public Officers to Listen to People’s Voice Their Answers are Usually,
“What Do You Think We Have Been Doing?”
Proposal(written)
Discussion
Survey
PublicHearing
Voting
Committee
In fact, my question was wrong (and wrong question tends to lead wrong answer…)
“We are already doing it in various ways!”
People’s Voice + People’s Context
Expressed Needs
Unsatisfied,Unidentified Needs
(unexpressed)
Verbal, Written (People’s Voice)
Observation, Empathy,Participatory, Contextual(People’s Context)
Handling Context
User Research, Co-Creative Workshop, Customer Journey Map…
With the Help of Service Designers(Training, Support, Consultation, Actual Execution…)
citizensgovernment officers
servicedesigner
Achievements
4 Years of KDD
2014: began with 19 pilot projects
2015: 248 projects with a total number of 2500 participants
2016: 382 projects with a total number of 3800 participants
2017: 260 project with a total number of 2600 participants (speculated)
Quantitative Growth is Noteworthy
0
50
100
150
200
250
300
350
400
450
2014 2015 2016 2017
# of projects since 2014
<<2014-2016>>
morethan600projects
morethan6000Participants
majorcitiesà nation-wide
iF Gold Award Winner in 2016 The first golden winner from service design discipline
Gradual Change in Gov’s Mindset
A gradual change is sensed among government officials
(value of capturing citizen context + service design as its tool)
Gradual Change in Gov’s Mindset (cont’d)
Revised Enforcement Ordinance on Public Service Design(as of April 18, 2017)
Government agency can use public service design techniques to develop and
improve public policies and services by observing and analyzing the needs of the public by direct
participation of the general public and experts.
A Huge Progress Just to Have the Terminology ‘Service Design’
Officially Included in Government Laws and Regulations
Lessons LearnedProblems, Issues & Homework
Just Means… No Philosophy
mimicking process and methods… lack of design philosophy
“InfactIhavenoknowledgeorideaonservicedesign,IamjustdogintastheKDDguidelinesayinusingSDprocessesandmethods… andtobetrue,notevensureifIamdoingintherightway”(governmentofficer)
Participation…as in…just being there…
The misconception on participationDesigners and citizens are not truly taking part in policy design
“I am asked to attend the meeting. At the meeting I keep silent because of the atmosphere. I do not think they have any intention of applying design thinking in that closed meeting room. Then they ask me to sign the form as an evidence to show service designer participated in the policy-making process.” (service designer)
Past Success Blocks Future Success
Growth in (only) quantitative sense
Quality-wise, still questionable
Quantity growth may block quality growth
Gradual stagnation in quantitative growth?0
100
200
300
400
500
2014 2015 2016 2017
# of projects since 2014
Lack of Service Design Resource
Lack of service designer resources
in remote rural regions
Non experts are recruited to role as
service designers à may lead to
wrong ideas on service design
5-6hrsone-way
3-4hrsone-way
Still Not From the Very Beginning
servicedesignerisnotinvitedtothisphaseyet
fundamentalsystemissuesbeyondKDD(e.g.agendaisdiscussedalmostayearbefore)
PublicOfficer
Designer
Citizens
Potential Disturbance of the Service Design Market
Public Service Design = An Act of Talent Gift? A Pro bono?
Low-budget on each KDD project may leave wrong idea on standard
project fee for public service design
we are not angels you know,
but we will become one if you don’t pay us enough
(after we starve to death)
Indeed, So Much Homework…
Lack of design philosophy and mimicking design activities
Misconception in involving service designer and citizens in policy making
Shortage of service design resource in provincial regions & recruiting non-experts as service designers that often results in wrong practice
Superficial quantitative growth not backed up by qualitative improvement
Potential disturbance of the service design market
Service designers are not called upon from the very beginning, which limits true capturing of people’s needs
…
Yet the Biggest Homework: Keep Going!
Lack of design philosophy and mimicking design activities
Misconception in involving service designer and citizens in policy making
Shortage of service design resource in provincial regions & recruiting non-
experts as service designers that often results in wrong practice
Superficial quantitative growth not backed up by qualitative improvement
Potential disturbance of the service design market
Sensational: a nice punch to the conventional armchair-theory policymaking
Innovation: citizens and designers actually take part in making policy
Testbed: the best setting to experiment with policy design (+ gov’s official support)
Already Four Years? Only Four Years!
Thank You。