Public service co-design and

information reuse practices

Best practices from Canada Australia and New Zealand
2015.11.10 NKE WUD2015, World Usability Day 2015
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Public service reform and communication

technologies
The rise and increasing pervasiveness of digital media
have dissolved the many technical barriers to
widespread and sustained citizen involvement in
actually co-producing and co-delivering public services.
Pioneering initiatives, in turn, are also thawing the
cultural barriers among professional public
administrators to engaging and co-designing public
Madarsz Csaba services with non-expert opengovernment.hu
citizens.

CO-DESIGN

The premise is that users

become partners

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Co-design the issue

Nobody knows better how services can be improved than the
people who use them and the front-line staff who provide them.
Co-design offers a structured approach to harnessing the best
ideas from the people who will ultimately use and deliver the
service.
The result: better and more cost-effective services
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http://www.govint.org/co-design/

A co-production initiative involves

COPRODUCTION

citizensas individuals or in groupsin

creating a service to be used by others.
These can involve either short-term or
long-term participation.

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Co-production the personas of citizens

As explorers, citizens can identify/discover and define emerging and
existing problems.
As ideators, citizens can conceptualize novel solutions to welldefined problems.
As designers, citizens can design and/or develop implementable
solutions to well-defined problems.
As diffusers, citizens can directly support or facilitate the adoption
and diffusion of public service innovations and solutions among welldefined target populations.

http://www.businessofgovernment.org/report/engaging-citizens-co-creation-public-serv

todays citizens, their families and

CO-DELIVERY

friends already play a greater role

in improving public services than
many professionals realise.

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A new name for an old form

Expertise
and
knowledge

Public
commitmen
t

Cooperation
with the
service
process

Skills

Time
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Some patterns for collaboration (in IT)

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COASSESMENT

Co-assessment involves citizens working

alongside professional staff and managers to
help organisations to better understanding how
they feel about services. It offers an insider
view often lacking in formal assessment

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Can we call it: Participation?Feedback?

Watchdog? Consultation?
Clearer lessons on how to improve quality of life, by focusing on
outcomes that citizens care most about;
Direct feedback on what users and other citizens do NOT value and
might therefore be cut;
Greater understanding of HOW services should be provided to better
meet users needs;
Insights into how more community resources might be tapped, through
feedback on where service users and other citizens would be willing to
offer to co-produce services.
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What is new?
Building trust
more
systematically into
citizens and their
power, knowledge
expertise will bring
rewards!
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Both sides of an issue

Hackdays,
Hackathons
Codefests
Write-a-thon
Co-Desing
Datafest

Volunteers in hospitals
Information provision
for migrants
Watchdog organizations
Everyday volunteering
OGP

Apps contests
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Hack the government

Codeweek, The Web

Canada

Experience Toolkit
UX Toolbox

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Experiences from Canada

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Appathon - Canada
To encourage the meaningful and
productive use of federal and other data,
CODE aims to inspire innovations along
three themes: Youth, Commerce, and
Quality of Life.
CODE competitors can apply to participate
in person and partner hubs in various
locations, or they can participate online
from their homes, schools, or local coffee
shops.
the Action Plan on Open Government 2.0
specifies ways the federal government is
working towards creating a more open and
transparent government and maximizing
Madarsz Csaba the sharing of government information
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The Web Experience toolkit - Canada

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British Columbia UX Toolbox - Canada

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British Columbia UX Toolbox - Canada

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User Experience Standards

Guidelines

British Columbia UX Toolbox - Canada

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User Experience Standards

Guidelines

British Columbia UX Toolbox - Canada

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User Experience Standards

Guidelines

British Columbia UX Toolbox - Canada

Madarsz Csaba -

User Experience Standards

Guidelines

British Columbia UX Toolbox - Canada

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British Columbia UX Toolbox - Canada

Digital Service Standard

Australia

GovHack

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Digital Service Standard - Australia

Madarsz Csaba -

Digital Service Standard - Australia

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Digital Service Standard - Australia

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Digital Service Standard - Australia

GovHack- Australia

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GovHack- Australia

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New
Zealand

Government Web Toolkit

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Government Web Toolkit New Zealand

https://webtoolkit.govt.nz/standards/web-usabilitystandard-1-2/

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Better information for Everyone New

Zealand

Better Information for Everyone:

Disabled Peoples Rights
in the Information Age
https://www.hrc.co.nz/files/5014/2397/6957/webAccess_Summ.pdf
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Government Web Toolkit New Zealand

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Government Web Standards New Zealand

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Hungary

A few bytes of reflection

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What about Opengovernment.hu?

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Co-design, Co-deliver OGP commitments

1. Making local governments practice regarding publicity and information disclosure
more efficient
2. Developing the graphic presentation of data on the draft central budget and its
amendments, and on the implemented central budget
3. Making the communication with third parties representing private interests more
transparent at public administration bodies
4. Ensuring training elements on freedom of information in the training system of
public administration organizations
5.Information dissemination related to corruption prevention and integrity
6.Developing a website supporting public consultation on legislative and
strategic drafts
7. Improving the searchability of records and decisions made at sessions of municipal
councils
8.Developing a mobile phone application facilitating easier access to police
Madarsz Csaba organizations and better communication
opengovernment.hubetween the police and citizens

Opengovernment.hu approach
The bottom up design process of specific commitments
Collaborative events a community of citizens and
professionals
Extending the meaning of OGP to public service reform (not
only corruption)
Connecting the anti-corruption and participation + IT
professionals

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We need more balance and wisdom

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Adaptation of innovation in knowledge

management
1. The Power of Information Task Force review existing guides, regulation and
practices from Human Rights, international experiences and citizen consultations
2. Central approach to support web accessibility and usability (Standards and
Guides) from a citizen centered view.
3. Framework / initiative for citizen contributions and participation in co-assesment,
co-delivery, co- design (even political support). Official channel even in
burocracy reduction theme
4. Practical guides, learning materials about citizens engagement for public service
(NER?)
5. Have a policy and a dedicated team to look for and find existing software for
reuse (plenty of other governments developed, well documented code is on
Github)
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Thanks for your

attention!
Looking for your
questions!
Madarsz Csaba
csaba@opengovernment.hu