Aviv Katz, Co-head of Service Design, Innovation Unit

Innovation in public services: technologies for people

Aviv Katz, Partner and Head of Service

Design

Innovation Unit

Technology in

search of

transformation

Design

Learn

Transform

We are the innovation partner for public services


• “We need an app for this…”

• “This would be so much simpler online…”

• “It’s the best way to grow choice and

personalisation”

• “I spend 80% of my time in the office and only

20% supporting offenders”

• “Kids have enough screen time as it is, they

don’t need it at school”

• “No chance… my clients don’t use the internet”

Technology to transform



• Technology is currently unilateral- Enables professionals/clinicians to do what they do more efficiently

- Enables users to connect and organise with other users



• Technology is currently unilateral- Enables professionals/clinicians to do what they do more efficiently

- Enables users to connect and organise with other users

• Technology is currently engineered- Technology is developed through large-scale, rigid processes

- Development is directed by professionals/clinicians


How can we unlock technology’s

transformative potential


MarkMark has a history of schizophrenia,

severe mental illness and heavy

reliance on acute mental health

services. Throughout his life he lacked

the self-confidence and motivation to

leave the house.

He attends a day centre for people with

mental health issues where he feels

looked after. He has very low self-

esteem and modest aspirations for

himself.


JennyJenny works in a charity that

supports people with learning

disabilities and mental health issues.

She likes to use technology for

personal use but not at work.

She feels that her work and

responsibilities are interpersonal in

nature, and is suspicious of the idea

of substituting face time with screen

time.


DianeDiane is a commissioner of adult social

care services at a local authority. The

budget she oversees has shrunk by

40% in the past 2 years and the outlook

for the next few years is bleak.

She wants to invest in preventative

activities that would enable

communities to be more resilient and

self-sufficient but has no data or

evidence with with to make a business

case.


AminaAmina recently gave birth to her first

son. Her family live abroad and she

is overwhelmed by the changes to

her life. She is ashamed to admit

that is depressed and alone and tries

to put on a good show when the

health visitor comes around.

She was told that the children’s

centre has activities for babies but

feels like she is afraid of going there.


Opportunities for technology to transform public

services exist across all levels of the system:

How we learn about people’s needs and

assets


Buckinghamshire

Prevention Matters

Bridging formal, professional

networks and informal,

trusted networks through

targeted conversations with

communities, families and

vulnerable adults


Buckinghamshire

Prevention Matters

Diane has access to new data

collected by staff on the impact of

preventative, community-based

activities that support vulnerable

adults.

She can make a case for investing in

community-based and volunteer-led

activities that defer or prevent onset

of significant care needs.





assets

How we grow opportunities for co-production


Certitude• Online tool to support isolated people

to try new things

• Actively shapes offers in the

community to meet the needs and

aspirations of people with mental

health issues


Community

connectors• Connect&Do helps Jenny to focus on

service users’ assets and aspirations,

and build their confidence and skills

online

• She develops coaching relationships,

setting targets and growing

independence

• As a Community Connector she is

building new relationships with local

businesses and organisations


Connect & Do – the impact





assets

How we grow opportunities for co-production

How we grow communities and peer-support


Mum’s Power• Empowering women

through timely access

to clear, simple

information

• De-medicalising the

process by promoting

‘social pregnancy’

• Growing midwives’

facilitative role


Mum’s Power• Putting social relationships

back into maternity – away

from dominant medical model

• Bring mums together to create

supportive networks

• Create group access to

midwives

• Transform how maternity

services are organised



• Technology is currently unilateral

Technology can be collaborative- Changes relationships and enables users and professional to work

together in new ways

- Is collaboratively designed and owned

- Enables users to make informed choices



• Technology is currently engineered

Technology can be co-designed- Invites users and professionals to take part in designing, prototyping

and modifying

- Is open and accessible


Final thoughts• Spend more time understanding the challenge and the

context

• Use development process to build empowered and

connected communities

• Pay as much attention to designing the journey of building

awareness, confidence and skills as you do designing the

technology

• Open data whenever possible


Final thoughts• Realise the potential of technology initiatives to grow high-

level outcomes

Communities

Wellbeing

Practical support

Choice

Control

Independence

Confidence, skills

and knowledge

Better

access

Empowered and

Enabled

Relationships

TECH


www.innovationunit.org

@innovation_unit

Thank you

[email protected]

Aviv Katz, Co-head of Service Design, Innovation Unit

Technology

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