Innovation - Two Perspectives
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Transcript of Innovation - Two Perspectives
INNOVATION: TWO PERSPECTIVES
A case study in complex ICT ���GovCamp 2013
The conscious & creative process of crafting meaningful connections… ���(be they tangible touchpoints and interactions, or
more intangible experiences) ���…between user, business/provider/government goals and outcomes ���(be they effective and efficient operations, social
good/improvement, or positive profile).
“Innovation is about creating
new forms of value that
anticipate future demands and
expectations, and propels
systemic change” Quote adapted from Andrew Zolli
SERVICE DESIGN AND INNOVATION
“I think the really good thing
about innovation is working
with known problems – you’re
not going to invent sliced
bread again. And the way to be
innovative about known
problems is to go back to design and intent.”
INNOVATION WITH KNOWN PROBLEMS
Craig Fox Assistant Commissioner, ���
Service Operations, ���Australian Tax Office
“It’s just a plastic box on a desk until there are services
connected to it – we need to make sure both those
things happen” ���
A Case Study in Complex ICT Infrastructure
“There are only so many
answers, what I’m big on is
understanding the question. If
you get the question right then
the answer’s obvious - and
how you design an outcome to
achieve that solution becomes the focus.”
THE IMPORTANCE OF THE QUESTION
Craig Fox Assistant Commissioner, ���
Service Operations, ���Australian Tax Office
Image 1: View of Service Operations in the End-to-End (extract)
FWP(current)
‘work
engagement
agreement’
(incl WR,
quote, ATP)
Impact
Assessment
(incl ROM,
high-level
reqs.)
‘ATO
Plan’
EPMO TAATriage
Cttee
EST Mgmt
Cttee
TA TA
EAEA
EA PM(if App-led)
EAS
SPO
SPM
CC MNS
EUTS
Business Need Identified Prioritise/Engage Assess / High-Level Design Detailed Design/Monitor
IPO
IPO
FWP(updated)
SP
SPO PL
SP
SP
IPO
C&R
Prioritise for
Impact Assess-
ment
Prioritise for Impact
Assessment
(if outside
Triage remit)
Change ‘Portfolio’
Run ‘Portfolio’
Capability, Strategy
Proj #1 Proj #3 Proj #4 Proj #10
Q1 Q2 Q3 Q4
Capacity
PlanningDR
System
Mainte-
nance
Con-
tracted
Services
Seek Impact
Assessment
Prioritises &
allocated
Resource
Monitors &
assures spend
Collaboratively
assess impact
from
Infrastructure
perspective
Collaboratively
assess impact
from
Applications
perspective
Collaboratively
assess impact
from Technical
Architecture &
Assurance,
Trusted Access
perspectiveEPMO
Require-
ments
Provides
Technical
Assurance
across
solution
development
Facilitates
request
If single service
bundle, SP works
direct with EA (if
App-led)
If multi-service
bundle, SPO PL
facilitates activity,
with EA (if App-led)
Updates
Reports
Watching
Brief
SO Resource Management Schedule
Option 1
Option 2
Monitors/
Reports
Progress
SPM
Captures
Design &
Requirements
Activity
Service Management ‘Portfolio’ ESMC
Service
Catalogue
SPA PM(if Tech-led)
Change ArticulatedE
E
E
I
D
D
D
D
D D
D
I
Type of Work
Change EST Forward Work Program
Small Change - Infrastructure
EA Support & Server Provisioning
Provider Improvement Projects
Run Contracted Services
Capacity Management
System Maintenance & Disaster Recovery
Condition of State
INNOVATION IN PRACTICE
CONTEXT
“When people understand that
we’re not just trying to design
a process to sit on power
point presentation– we’re
actually trying to make it
better to do things, people
start to think differently. ”
DIFFERENT THINKING
Craig Fox Assistant Commissioner, Service Operations, Australian Tax Office
INNOVATION IN PRACTICE
ENVIRONMENT
“APS leaders simply need to
ask themselves, if I truly want
to innovate, have I established
the environment in which to
innovate. That is far more at
the fingertips of good SES than
they think.”
WHAT A LEADER NEEDS TO INNOVATE
Craig Fox Assistant Commissioner, ���
Service Operations, ���Australian Tax Office
• Share a philosophy on innovation and design. ���
• Operate in an environment where difficult questions can be asked and respected. ���
• Design isn’t a cliché - look for and expect the hard- and value adding-sides of design.
TWO INNOVATION PERSPECTIVES
• A robust process with service at the core – leading to definitive approaches that could systemically change business approach. ���
• Service design outcomes and outputs to help make sense of the world. ���
• A platform for meaningful innovation around the ‘how’ ���not just the ‘what’.
“We are focused on the
innovative part of making the
model work, not the model
itself – that’s exciting.”
MAKING IT WORK IS EXCITING
Craig Fox Assistant Commissioner, ���
Service Operations, ���Australian Tax Office
Thanks! Mel Edwards
@skewiff���
Justin Barrie ���@JustinBarrie
@DMA_Canberra designmanagers.com.au