Neil Tamplin – Technology Meets Culture
How would you organise to impede transformational modernisation? You might set your face against all things digital, you might add as much stultifying process as you could find, you might just do things the way they have always been done.
This post explores how best not to do digital transformation, which turns out to be rather an interesting way of thinking about what it takes to do it successfully. There is a risk though of its becoming a form of confirmation bias: of course all those old ways were bad; of course the new ways are good. The risk is not that that is untrue, it is that it is not the whole truth. So perhaps there is another, harder, exercise to do after this one: assuming that the people who came before were neither malign nor idiots, why are things the way they are? What about the current way things were done has genuinely outlived its usefulness, and what was there for a reason? That’s not an argument for just keeping things as they were, but it may be an argument for making sure that we don’t throw away solutions without being clear what problem they belong to.
Rules are made to be broken. That’s an idea with considerable support from those on the receiving end of rules, rather less so from those who set them. Rules are the very essence of the Weberian bureaucracy which infuses governments and there are good reasons – fairness, clarity, consistency – why that is so. But that also means that bureaucratic organisations are designed to frustrate evolution and thus innovation – which is perhaps one reason why bureaucracies rarely communicate a sense of being on the cutting edge of innovation. And while bureaucracy is often used as a pejorative synonym for government, in this sense almost all organisations of any size are bureaucracies. Becoming adaptable and responsive isn’t just about breaking rules, it’s about adopting the expectation that rules are made to be broken.
Governments are run by civil servants. Civil servants are bureaucrats. Bureaucrats like meetings. Meetings have very high costs but deliver very little value. So if there were fewer meetings, government would work better, and perhaps more people who are not bureaucrats would find it more congenial to work in government. And if there were no meetings at all, perhaps everything would work perfectly.
Or perhaps meetings survive because they have purpose and value. Perhaps we should focus on having better meetings, perhaps even fewer meetings. But to miss the value of meetings is to miss something really quite important.
Johnathan Nightingale – the co-pour
The success of Amazon has been told many times and in many ways. This is one of the less obvious and more compelling versions, focusing on the power of treating its internal systems and relationships as if they were external If they are good enough for other people to want to use them, that’s a good sign that they are good enough for Amazon to use for themselves.
It’s clearly worked pretty powerfully for Amazon. That’s interesting in its own right, but it also raises some important and difficult questions for organisations which are not Amazon, perhaps in particular for governments, which are quite heavily insulated from the consequences of customer satisfaction. Government is not the next Amazon, nor should it be, but it’s worth reflecting on whether there is a similar process by which a drive to quality improvement could be designed into processes and systems.
Zack Kanter – Tech Crunch
The people with the shiny ideas and the shiny kit can see that change is essential and just know that their ideas are right as well as shiny. Unaccountably, the less shiny people with the unfashionable kit fail immediately to see the inherent rightness of the cause. This post has the superficial form of a rant, but it is a rant based on some important observations and a question without an easy answer: how do transformation teams understand and address the user needs of those whose fate is to be transformed?
Alex Blandford – Medium
Organisational transformation is a very big and very difficult problem. We tell each other stories of transformations which have failed, or fallen well short of their ambition, much more often that we find stories to tell of triumphant success. This post doesn’t attempt to contribute to the grand theory of organisational change, but presents a very simple (which is not at all the same as easy) list of ten practical ways of improving the chances of success.
Sue Visic – ThoughtWorks
How mad should you be to work here?
Ben Holliday is leaving the mad hatter’s tea party of government, worrying in his valedictory post about the risk that he was starting to go native, to see the madness as normality. That’s a good concern to have (and retaining a sense of alienness is a much underrated skill), but there is a reverse danger too: not being aware enough of the constraints and opportunities given by organisations (and their cultures and contexts) brings a real risk that even the best intended change fails to deliver its potential.
There is a sweet spot to be found – having enough experience and understanding to be effective in a particular environment, but not so much as to fall into the trap of thinking that everything is as it can only be. Alice may have left the tea party to save her own sanity – but the tea party went on unchanged without her. Perhaps if Alice joined up with Bob and stayed a little longer, the cycle might be broken.
“All organisations are perfectly designed to get the results that they get” (Arthur Jones, probably)
What government organisations get is hierarchy, slow and often unresponsive decision cycles and a sense that government is done to people, rather than with them, still less by them. There are – or were – some very real strengths in a Weberian rationalist bureaucracy, but Weber was writing a century ago for a very different world. Adaptation is as crucial for organisational evolution as it is for natural evolution – without it, organisations become less and less well fitted to their environment and eventually fail. But that failure can be long drawn out and painful to all concerned.
This essay is about spotting – and encouraging – new approaches to public administration, better suited to new requirements and new contexts.
Ian Burbuidge – the RSA
What counts as minimum viable competence for public servants (or indeed anybody else) in the modern age? This post is a robust challenge to the false modesty of digital incompetence, which is heard much less often than it used to be, but is still too often not far below the surface – and still reinforced by working environments which have yet to break free of the twentieth century.
Leah Lockhart – Medium
Continuing the theme of how digital and policy people are more powerful when aligned than each is when operating separately, this post has lots of insights about how to make that happen in practice. Empathy, vulnerability and culture are as important as communication and collaboration. And as the company Harry leads has deservedly has just won an award for being the best digital SME workplace, his thoughts come with some authority.
Harry Metcalfe – DXW
Big organisations have things which aren’t quite anybody’s job to do, so they don’t get done. Small organisations tend to solve that problem partly by making everybody’s role much more fluid, and partly by reducing the overheads of the collective action problem. Big organisations find that hard because they manage complexity through structure – which is fine for things which go with the grain of the structure but can be very difficult for things which cut across it. That can lead to situations where – in a neat phrase from this post – ‘the indecision is final’. The solution advocated here is a simple one: if spaces are unoccupied, occupy them.
If we are going to get smarter about how things get done in government, and in particular are serious about melding the strengths of the different tribes into a whole which is stronger than its parts, how do we make that happen.
This post lists seven principles for building a one team government community – and then invites people to sign up to join that community.
Kit Collingwood-Richardson – Medium
Is user-centred digital government unstoppable? At one level the answer must be yes, we live in an increasingly digital environment and government is not and cannot be immune to that. Digital is well on the way to just being the substrate for how things get done. But just as twentieth century governments could be good at managing paper without necessarily being good at using it to communicate clearly and efficiently, so doing things digitally does not immediately imply doing them well. This post argues the positive case, that we are beyond the tipping point where ideas about rapid, responsive service design have a sufficient life – and strength – of their own to transcend the vagaries of individual leaders and services.
Tom Steinberg – Medium
Following his post explaining policy people and processes to their digital equivalents, Paul Maltby has now written a deeply sympathetic but rightly challenging post about the frustrations digital has of policy and policy of digital – and what each side needs to learn from the other.
There is a core insight in each direction. Policy can learn much from the data driven, delivery focused model of digital service design and should be no less comfortable starting with the user need. Digital can gain from appreciating the need to understand and reconcile conflicting goals and interests and the basic principle that politics is our basic method for making public choices – and that digital is political too.
Paul Maltby – Medium
Published to coincide with this week’s One Team Government event, this is an excellent short guide to policy making in government. My only quibble is with its title: it’s addressed to government digital professionals, but that shouldn’t suggest to anybody else – including the policy professionals who are its subject – that they have nothing to gain from reading it.
Perhaps the most important insight it contains is that policy isn’t a single specific thing: good policy (and good policymakers) bring together a wide range of skills and disciplines to address some very different kinds of problems. The synthesis of all that is what we call policy – but the boundary between that and other approaches (not least, in this context, digital) is an artefact of language as much as it is a division of substance.
Paul Maltby – Medium
This is a post about black elephants: events widely predicted by those in a position to know, but found totally surprising when they actually happen, or elephants in the room retrospectively declared to be black swans. The Grenfell Tower fire was surprising and shocking – and at the same time, predictable. That puts it in a category of things which human institutions seem particularly bad at dealing with, where a problem builds up slowly and almost asymptomatically until suddenly a tipping point is reached, by which time addressing it has become massively more difficult. At one level, the solution to that is obvious – but that doesn’t seem to make it any easier to do in practice.
And it’s perhaps worth saying that this quite abstract way of thinking about disasters is not an attempt to distract from the human tragedy, but on the contrary is a way of recognising and understanding that we need to deal with structural as well as particular issues if we are to see fewer black elephants in future.
Andrew Curry – thenextwave
Organisations are essentially a solution to communication problems. In a market economy, firms exist when and to the extent that the costs of communicating and co-ordinating internally are lower than the costs of using market signals – that’s the classic make or buy decision. But the way we communicate has changed fundamentally since the era in which large integrated firms flourished (and since the heyday of Weberian bureaucracies), which suggests at the very least that we should ask whether organisations in the form we know them are still the solution – or are now themselves part of the problem.
This post argues that managers are an expensive and unnecessary overhead, if certain conditions hold (the fact that they generally don’t is presumably an argument for applying them, rather than a counter to the conclusion that management is waste). As ever with Paul Taylor’s posts, the insight is powerful and the writing persuasive. But there is also an element of sleight of hand. Bad kinds of co-ordination are management and to be decried (but if the specific example is approving annual leave, that’s pretty low level), good kinds of co-ordination are leadership, which it seems we need more of, not less.
‘Digital’ risks becoming ever more shapeless as a word – as it increasingly means everything, it necessarily means nothing. In a post three years ago, Catherine Howe brought some rigour to at least one aspect of the issue, identifying seven tribes of digital. Now she has felt the need to add an eighth – the robot army, reflecting the shift she see from large scale automation being an interesting theory to becoming a practical reality.
Catherine Howe – Curious?
There is no reason to think that governments as organisations are any less vulnerable to the disruptive effects of automation than other kinds of organisations. As process delivery organisations, they are not fundamentally different from other process delivery organisations, and are certainly not immune to the pressures which are reshaping them (though they may be slower to respond to changing expectations). How far, though, might AI take over the policy development functions of government? More than you might think, is the argument here, asserting that governments have a moral obligation to make the best use of AI.
Danny Buerkli – Centre for Public Impact
The word ‘bureaucrat’ was once a descriptive term, it is now a word used primarily as abuse. ‘Hierarchy’ – one of the characteristics of bureaucracy – gets a similarly poor press. Confucius, who was a hierarchical bureaucrat has done rather better, but at the price of having his name largely decoupled from what he thought. A group of philosophers attempt to rescue the high calling of hierarchy and bureaucracy as critical elements of a modern state, though find it easier to do that for an ideal form of hierarchy than one visible in the real world.
Stephen Angle et al – Aeon