Change strategy

Alpha-Beta-Live is not enough

For me, this picture of the Alpha-Beta-Live model for implementing a service is one of the enduring images of the government's 'digital transformation'. I see it presented often.

When do I see it, I often think that - although it works well for starting services up - it leaves much unsaid about what happens afterwards. I know it's not meant to; but I just think that.

Last month, I talked with some people managing a digital transformation in a government department and found they felt much the same. They needed a clear way to explain how their transformation would work at a macro scale; in particular to show how new services might mature and replace existing ones over time.

I thought and I came up with the picture at the foot of the post - which they liked. It combines two ideas from my past work:

First, a model of the future structure of government services - a transition from vertical silos to a horizontally-layered services-oriented structure - explained in my Gubbins of Government video and represented in this picture (by Paul Downey)...

Transition to the Gubbins model
Transition to the Gubbins model

Second, a capability maturity model - the 4Ex Model - that I developed for a digital change programme I worked on. This is a screenshot from a Prezi that explains it...

4Ex Model
4Ex Model

The 4Ex Model shows four stages of the maturity of a capability. These are linked to the current and future business benefit the capability creates. I named the stages: Experiment, Explore, Exploit and Exhaust according to the management/delivery culture appropriate to each. I put everything not yet delivering benefit (even though well developed technology might exist) in a box bluntly called Idea. This model was, for some years, the dominant concept of agile working in the department I developed it for.

Stealing an (excellent) idea from Simon Wardley, I put the Gubbins 'stack' on the y-axis and the 4Ex maturity scale on the x-axis; and (using Paul Downey's symbols) ended up with this diagram of the current state of progress...

Gubbins Transformation Model
Gubbins Transformation Model

I’ve not tried to beautify it. It is an incomplete and crude thought-in-progress but it meant something to those I shared it with. If you struggle with what I mean by it, take a look at the Gubbins and the 4Ex models.

Capabilities in each of the layers of the Gubbins model advance left to right, like chess men across a board, as they mature - each move being one or more Alpha-Beta-Live-like cycles.

The exemplars are in the Idea and Experiment ranks. Although the services work well, the organisation has still to learn from and adapt around them. It is as much a reflection of the 'digital maturity' of the department as of the services themselves.

The Alpha-Beta-Live model is used across government and is a great way to envisage a single service implementation. There is also a need for a simple, commonly-accepted macro-level view of the state of progress of a particular transformation. Maybe this is the beginnings of one.

I'd be interested to hear what you think.

Future of 'office' software in government

I was asked yesterday for a view on what is likely to happen as a result of a change to government policy on document standards (described in this Guardian article) and the prospects for a switch to open source software. With the caveat that there are others with a better understanding of the specifics of the situation than me I wrote this... "I'd say the important thing is that it is document standards that are being specified not the software. Presuming that Microsoft update their software to make it easy to use the open formats then I imagine that departments won't need to do anything until existing licensing deals expire. I don't know what the licensing situation is but I should think that Microsoft will bend far to ensure that their software continues to be used.

A switch to open source alternatives would consume both the already-stretched IT service resources and the time (and probably more importantly the patience) of users. It would take will to make the change. I guess we will see new types of licensing deals - perhaps with Office software bundled differently with other products - and probably a reduction in cost but I don't envisage a rapid, widespread switch.

This is a broader point but that government should be thinking differently about how it manages both text and the way that people work together to create it - see Document standards and the rankling print presumption. It's quite possible I've become separated from my marbles here, but I do wonder whether we need documents at all."

Document standards and the rankling print presumption

My heart sinks when I get a document by email. My work being mostly with government, this happens quite a lot. It takes time to load the document software, time to orient myself to the layout and time to scroll through the meta-lettuce that often precedes the meat. (Many of these documents also look horrid, but that's a separate issue.)

When I get a link to something on the web, I don't get that feeling. There's a reasonable chance that the text will be readily readable, whatever device I am using. It maybe a page of nonsense, but it will take me only a second or two to judge.

Documents are, at heart, designed around the printed paper page. I've nothing against printing, printing is lovely, if I press a print button I definitely want a pretty and properly-paginated document; but only then. It's the print presumption that rankles. If I am reading on my phone, which I do a lot, I don't want the faff that comes with an A4 pdf.

Word-processors are typewriters. The operator is responsible for the both the authoring and the formatting. It seems that many of the features of the modern word-processor are to do with printing. Soon most text will be read on a screen, formatting for which is largely out of the hands of writers. We will need text authoring tools, perhaps like the beautiful (and £6) IAWriter that I am using to write this: most of us just won't need word-processors.

I was encouraged to read Digital Strategy as a website, rather than on one about how a government policy was designed first as a website rather than a document. It was drafted in plain text, agreed using the collaboration features of Google Docs, stored on Github (a cloud repository for managing software) and published on gov.uk. No Word or PDF. Yes please.

There are better ways to collaborate on text. As tools like wikis become mainstream, the day of sending round a document for others to revise or comment on must surely be done. Having seen a wiki make a significant difference to ways of working in one government department, I am convinced that the benefits of having a text with all of its versions and all of the conversation about it in one place are huge.

Maybe that one place could even be a single wiki/google docs/github-like repository for the whole of government? The awkward and expensive problem of document and records management would look quite different (and possibly even soluble). There are issues to do with security, FOI and that; but these need dealing with, not working around - even if it means changing the law. It is time to move from circulating documents to visiting texts.

As I write, I am conscious that thousands of government folk, in offices across the nation, are firing up Word ready for another day of document production. This is a super-tanker that will be hard to turn. We must take every opportunity to change the mindset and - the point of this post - there is a good one now...

The government is currently consulting on standards for future formats of electronic documents. The consultation is in two parts: viewing and collaborating on documents. The main issue is about Microsoft's dominant position in the provision of office software (see Simon Wardley's post Cloud Standards and Governments that brilliantly explains the issues).

I feel uncomfortable that the requirement in the consultation is expressed in terms of documents:

"Citizens, businesses and delivery partners, such as charities and voluntary groups, need to be able to interact with government officials, sharing editable documents. Officials within government departments also need to work efficiently, sharing and collaborating with documents."

There is certainly an immediate, pressing need to define (open) standards for documents; but, in this consultation, I think it would help to replace the word 'document' with 'information'. There is a discontinuous change at hand and it is important to recognise that the future will not be the same as the past. For instance, if teleporting looked possible in the next twenty years, the London runway and the HS2 debates would be quite different ones. And I do think that the information tools becoming available now are potentially as revolutionary.

Our mental model for handling textual information is based on the printed paper created by a typewriter, distributed by post and kept in a folder. It got us over the introduction of personal computing but it's time we moved on.

[See this post on Github]

There is a summary of the reaction to this post on Storify

Video - The future of local government services

A new video... The future of local government services

It was made with Anthony Kemp of London Borough of Hounslow and Mark Thompson of Methods to support an event - called "#HashHounslow" - which was a discussion between local and central government managers about shifting to more customer-centric services using cloud technologies. See the Computer Weekly write-up.

Script

Right! Here we go: 4 minutes on future of local government services

Meet Martin Gaffer, Chief Executive, Citytown Council.

He and his team have been jolly busy lately. “Gosh we’ve been jolly busy lately”, says Martin

And they have been. Councils have been working hard to improve services. But this is a slog. Technology is a big part of the problem and frankly the council piggy bank has been taking a bit of a pasting.

I’ll explain Here is Citytown Council Delivering services to local people It’s one of hundreds in the country All doing the same kinds of things

Look inside Here’s are Citytown’s major services Housing, Children, Adults, Environment, Public Health

Let’s wind back to Environment... It is itself a collection of services, say: Development, Waste, Parks, Cleaning

In one way or another these all depend on technology Usually separate, proprietary technologies that are not very flexible and not easy to join up.

Looking at just one of these services. It’s made up of components... doing very similar things to the components of the other services. Things like Case Management, Mapping, Addresses, Payments and so on.

Usually only a small part is specific to the council’s own way of doing things.

Look at it all together. There’s quite a lot of costly stuff that could be more effective.

Now, Martin’s been thinking. Here’s a picture of Martin thinking.

What if were possible somehow to group the common tasks together. Putting all the red bits - lets say case management - one technology. Then the blue stuff - maybe mapping. Similarly with the green bits and the yellow bits.

Not only that, what if it were possible to group these, not just across a single council’s services but across all councils.

And perhaps we could find ways to put those specific, unique bits of the councils service together too.

So, this is where Martin’s Head of IT comes in. Meet Steve Techyman. Yes he does look a bit potty, but he knows his stuff; and he’s got good ideas.

“I think I know how to do this”, says Steve

And I think he’s right. It’s now becoming possible to access computing capabilities over the internet and to knit them together to create better services without many of the restrictions of traditional technology.

“Cloud”, shouts Steve

Which is quite a popular thing to shout nowadays. Many technology companies are getting involved. All of the big ones. lots of medium-sized ones and gazillions of small ones.

Together providing a rainbow of capabilities and funky new ways of doing things. At - much - lower - cost, than now.

Councils can package together whatever combination of these technologies they need Steve cos he’s a tech bloke, gives this a name - “platform”.

Whatever, the good thing is - this could make a huge difference for residents..

Here’s a Cynthia a Citytown resident.

Using Steve’s platform thingy the council can knit her just the services she needs

And knit different services for Cynthia’s son Cyril And also for Cyril’s mate Aziz And Aziz’s cousin Issi And Issi’s friend Lizzy And perhaps even knit a bobble hat for Steve

And there’s another thing... says Steve

This will change what council staff do. Because they will be less burdened with running the council machine and gluing its non-joined up bits together, they will be able to focus more on providing vital people-facing services that machines just can’t.

And there’s another another-thing... says Steve

This doesn’t have to be restricted to the council - It will be possible to knit in other services like... Health, Police, Charities, and Third Sector organisations

So… ...Councils all over the country could turn from deliverers of a standard set of services for all residents to providers of exactly what each resident needs.

All this enabled by new technology platforms made from bits of cloud.

OK. Hands up. All this does mean big changes in technology and in ways of working; and it certainly won’t happen overnight. But there are big prizes...

Better, more responsive, services, more openness, people more connected, increased growth, maybe even improved democracy.

Which is nice... Martin is showing signs of making friends with his piggbank. And steve’s so chuffed... he’s phoned his Mum

And that… as they say ...is it

The King's New Palace - A play

ACT I

Once upon a time in a land not that far away...

QUEEN: King, I'm getting properly narked here. This palace is rubbish: the rain is pouring in, the west wall is in ruins, the servants hate it and it costs an effing fortune to run. Can you please get your finger out and sort it?

KING: I know, I know my dear. I'll ring the palace vendors now.

The next day...

KING: Look here my man I need a new palace.

PALACE VENDOR: Excellent Your Majesty, may I say what splendid raiments Your Majesty is wearing today? [King looks impatient] Presumably Your Majesty will be seeking a fine, gold-encrusted palace with multiple turrets and the latest drawbridge?

KING: Look, Mate. I'm skint. I just need a palace.

PALACE VENDOR: Of course Sir, we will design you an excellent palace that will meet all of your needs and, of course, your budget.

Six months later...

PALACE VENDOR: The design for your new palace Your Majesty...

KING: Thank God. Looks great. When can you build it?

PALACE VENDOR: Excellent Sir; I'll have our planning team on the case immediately.

KING: Incidentally, how much did this design cost me?

PALACE VENDOR: Ah Sir, you will be very pleased to know, only slightly more than the very modest proportion of your dwindling fortune that we estimated 6 months ago Sir. [King sighs]

PALACE VENDOR: [Through the gap in the closing drawbridge] By the way Sir, would you like your palace building with our Royal Cumulus™ foundations?

KING: I really don't care; I just want a bloody palace. Now hoppit!

PALACE VENDOR: Of course Sir. [Resigned look creeps across King's face as the dilapidated drawbridge bangs shut]

Three months later...

PALACE VENDOR: We have looked at the design Your Majesty and, because of the innovative nature of some of the cutting-edge money-saving features, we recommend that - whilst we get on with the foundations of the new palace - we run a pilot project: a gatehouse of a similar design to ensure that these new features are fully honed to meet your needs. Should have it done in a trice.

KING: Have you ever built a palace like this before?

PALACE VENDOR: As you know Sir, we are well established builders of palaces, you can trust us to do an excellent job. [King sighs]

Six months later...

KING: I see the gatehouse is not finished.

PALACE VENDOR: Many of the critical features of the gatehouse are now almost complete Your Majesty. Just some tweaking here and there.

KING: You have got to be 'aving a giraffe: it doesn't even have a bleedin' roof!

PALACE VENDOR: One or two minor delays Sir, but you'll be pleased to know that we are not wasting time: construction of your new palace on the hill is well under way.

KING: But surely the point of building the gatehouse was... [King tails off realising that he is committed and has no way out without considerable loss of royal face]

ACT II

A year later, still in the old palace

KING: Morning Dear [Tentatively - Queen looks thunderous]

QUEEN: Look here mush, we are still in this manking old dump. And, because legal action against the palace vendors is stuck with our equally useless lawyers, we are utterly potless. The rain is still pouring in, the west wall is still in ruins and the east wall is now not looking much better, the servants have mostly buggered off and it costs even more of an effing fortune to run. Fix it or you're flying solo from now on. Capiche?

KING: I know, I know my dear. I'll ring the other palace vendor now.

QUEEN: What?! [incandescent by this stage] Don't you dare touch that dial! For god's sake, man up will you! Do something different! [The King thinks for a while, steels himself and issues a command]

A week later every engineer, builder, architect, tradesman, labourer in the land gather at the palace

KING: Right you lot, I need a new palace.

An animated discussion ensues amongst the assembly, after some time a lowly serf steps forward...

SERF: King?

KING: What is it?

SERF: Er... I was thinking... do you actually need a palace Sir?

KING: Look here pal, get wise or your swede will be on the palace railings before you can say axe.

SERF: I am being serious Sir. What do you really want... in the long term I mean?

KING: [King takes off crown and scratches head] Well, I suppose that I need somewhere comfortable to live for me and my family, a bit royal but not too expensive.

SERF: And what is the big problem right now?

KING: If I am honest, I'd just like the rain to stop coming into the royal bed chamber.

More animated discussion and some of the tradesmen begin to look at the palace

The next day...

QUEEN: Blimey that tarpaulin bloke was nippy.

KING: Indeed, and a nice touch to put up one with the royal crest on. Temporary, but it looks quite swanky in a funny kind of way and it only cost us two groats and a bag of wheat.

[Knock on door]

SERF: We've had an idea Your Majesty. Whilst Terry was putting up the tarpaulin he found that actually your walls aren't in bad nick at all. Mick the Mason reckons that we could salvage some of the stones from the west wall and fix you up with a pretty decent Royal Apartment.

KING: Here we bloody go. How much? How long?

SERF: Well, I've had a chat with the boys and we will do what we can in a month for 400 groats. Reckon we should have two rooms ready by then.

KING: OK that's quick but just two rooms?

SERF: We don't know exactly what's going to happen, but doing something quickly should give you somewhere comfortable to live and allow us to learn what's what. Also, if things go wrong, it won't be too much of a disaster.

KING: Alright, give it a go. But remember what I said about your head and the palace railings

A month later...

QUEEN: Whoohoo Kingy! Those chaps have done what they said. Two rooms done. They've put in some of that insulation the peasants have been using: I've not the faintest what it is but the place is as cosy as you like. And they've installed some of that stuff they call plumbing. Must have cost a fortune.

KING: Er... no. Exactly what they said: 400 groats. Actually, I bunged them an extra 50 for their trouble and asked them to get on and build the other rooms.

Three months later...

QUEEN: Darling, I'm well chuffed: Royal Apartment done. Tarpaulin replaced with a proper roof. Even had some dosh left over to get some of those soft furnishings. Doesn't much look like a palace but, like you asked, we have somewhere comfortable to live, it's looking quite kingly and surprisingly the privy purse is left with more than just a few bits of fluff and an old bus ticket in it.

KING: Not only that my dear: now all these builder chappies have been working here for a while they understand what we need better and are getting familiar with the place. They seem to be getting on well together and are coming up with all sorts of sensible ideas.

And so things carried on. The builders developed the buildings adding more features. After a year or so the place was even beginning to look quite splendid. A new kind of palace. Although it wasn't what the King and Queen would have imagined building, it was just what they wanted: comfortable, royal in a contemporary sort of way and cheap to run; even the servants enjoyed working there.

And, cutting a long fairy story short, they all lived happily ever after. (Apart, that is, from the palace vendors).

Written for a lark over my Sunday morning coffee. It's about the current situation with government IT. It contains some wild simplifications and dreadfully unfair lampooning; but over to you to decide how wild and how unfair.

Video - How new technology will change the mechanics of government services

Lately, I have had some blank looks from Mrs Foden when I have been talking about my work, particularly about how new technology ('cloud' computing et al) will alter the workings of government. I thought I'd have a shot, with the able help of John McCubbin, at a simple explanation in this video... How new technology will change the mechanics of government services (in plainish English)

There was a positive reaction to it, including...

See other reactions from folk like Mike Bracken, Liam Maxwell in this Storify.

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