Innovation. Have a look around…

Over the last few months, in the many meetings and conferences I’ve attended with people at all points of the Government communications spectrum, the buzz word has been innovation.

Through working on GovCamps in Melbourne, Canberra and Sydney with the team at CoFluence, we learned about the “barriers” to innovation. Uppermost in the philosophical word cloud of our respondents were themes about the difficulty of procurement or the fear of bad press. On the conference circuit I got to hear a lot about the “tension” that exists between the Communications teams across Government and their colleagues in IT.

These negative themes were counteracted by the positivity of various groups agitating for change. We saw the highest turn out yet at all the “Gov Hack” events around the country and a “House Full” sign go up in the office where I’m sitting now for the recent “Policy Hack” event. We’re promised there will be many more.

And in the middle, each of the Government bodies, the DTO team in Canberra, Service Victoria, Service NSW et al are each doing their part to innovate. It’s a rare and exciting time for all involved.

Amidst all this excitement and fervour, it’s time I think, to take a moment to reflect on the key central focus that unites all this work. It’s not innovation. It’s not Gov 2.0 or Open Gov. It’s definitely not digital disruption.

The key central focus that should unite all players in this exciting new world, from technologists to data enthusiasts, policy people and communicators is the opportunity to do things better.

To deliver services that people use and need in a simpler, streamlined, modern way. To reduce duplication and complication about who to talk to. To reduce unnecessary form filling. To create a world where as Paul Shetler, the head of the DTO says, people do not need to carry a map of Government around in their head. To do much of what we do now. But better.

It’s perhaps a little surprising to draw an anecdotal comparison between the launch of a “lad’s mag” and the development of digital Government services, but bear with me. When I arrived in Australia almost twenty years ago to launch FHM magazine here, one of our greatest concerns was whether it would be “Australian” enough. I could dine out on the various experiences we had learning the lessons, but a year later we’d discovered the truth about international publishing. The key to success wasn’t about how to be Australian. It was about being consistently good. In tune with what our readers wanted and really good at it. That’s what made us market leader.

And in Government, I’m more convinced than ever that the key to success in this new world of improving service delivery starts with a clear understanding of what customers want. And here’s where the clumsy analogy with FHM really resonates…it’s entirely likely that what they want is the same as what people in other states want, maybe even other countries.

And yet, for reasons way too long to analyse here, there seems to be a reluctance in Government to share learning and ideas between States. In fact, in my experience, it’s often an approach that’s not even considered. Which is a shame and an opportunity missed.

People close to me know that this has been a hobby horse of mine for a few years now. And from today, I’ve decided to start highlighting great service delivery initiatives from Governments all over the world on my blog and on my website. I invite you to send me yours. The idea should be simple to understand and based on a clear customer insight. An example of where someone has introduced a process or approach that’s better.

I’ve no doubt that there’s a clever modern world phrase for describing this kind of initiative. Perhaps I’m inadvertently crowd sourcing or creating a shared information portal.

I’m content to describe getting a load of good ideas together in one easily accessible place as “better”.

Watch this space.