Rethinking “Design” in the Public Sector

Peter JonesGovernance, Social Systems Design

(Edited version first published in Jan 2016 Canadian Government Executive ) Government is widely perceived as lagging and fragmented in providing integrated online services to citizens. In the meantime, people take to the Web for managing nearly every service and information requirement. We have learned to expect a high quality of customer service online, well-designed sites and experiences, and thoughtful consideration to the management of personal transactions. There is a reason why the quality of online engagement has been steadily perfected by the private sector: it is because it has put a premium on “design.” The intentional rethinking of the so-called user experience, combined with continual research into customer preferences, and evaluation of new features and design changes, has made all the difference. Amazon, Facebook, Google, and Microsoft have built their holds on the public by a constant dedication to user-centered design and service engineering. They have set a high bar …

Systemic Barriers to Effective Societal Response to Terrorism

Peter JonesCivil media, Dialogic Design, Governance

“Organizational learning must concern itself not with static entities called organizations, but with an active process of organizing which is, at root, a cognitive enterprise. Individual members are continually engaged in attempting to know the organization, and to know themselves in the context of the organization. At the same time, their continuing efforts to know and to test their knowledge represent the object of their inquiry. Organizing is reflexive inquiry.” (Argyris & Schön, 1978, 16–17). Systems Thinkers Toronto turned out a dozen people last week for a demonstration the new SDD dialogue management software and a discussion of dialogic design practice, which can be seen as an embodiment of organizational and social system cognitive organizing.  I teach a basic form of the methodology in my Systemic Design course in OCAD University’s Strategic Foresight and Innovation graduate program. As a core practice of the Institute for 21st Century Agoras these methods have been developed from Christakis and Warfield’s Interactive Management over the last decade. The formal …

Future Evolution of Canadian Governance in the Digital Era

Peter JonesCivil media, Governance, Strategic Foresight, Systemic Design

A team of faculty and grad students with the OCAD U Strategic Innovation Lab facilitated a series of civic and expert engagements for an ongoing SSHRC research project on futures of governance, led by PI Evert Lindquist of U Victoria.  The sLab contribution was to iteratively develop a Gigamap, a snapshot of which is shown here. A Gigamap is a large-scale visualization of the systemic relationships in the domain, in this variation of the technique, revealing participant’s understanding of the spectrum of changes influencing and transforming governance in the digital era.  The issue is not one of “digital governance,” instead our focus is on the systemic shifts anticipated within federal, provincial and local governance and citizen experience driven by the rapid alterations brought on by digital cultures. The March issue of Canadian Government Executive printed and posted a story about the evolving Gigamap our team developed to reflect the contributions from policy …