The Great E-mancipator

I somehow missed this publication being released in 2011 but fell over it when looking for something else! ‘Innovating out of Austerity in Local Government: A SWOT analysis’ is by Patrick Dunleavy, Paul Rainford & Jane Tinkler of the London School of Economics Public Policy Group and despite its inherent self-referencing, even of unpublished sources (Hasn’t anybody outside of the LSE written anything appropriate? – I’m sure they have), it is worth generating a discussion around.

The report starts off with the obvious but not often practiced wisdom that “Introducing changes in delivery-level public services critically depends on consulting with services users and achieving a deep understanding of citizens’ needs and expectations: a strategy of more intensive ‘customer engagement’that has already borne fruit in many different localities and NHS provider areas.” The document then goes on to confirm that innovation involves circumventing central government permissions and gaining buy-in from the professions. It is what it states, a SWOT analysis of what has been going on, although personally I feel that a number of these are assumptions by outsiders based upon limited experience rather than actual facts e.g. one local government weakness is identified as ‘weaker ICTs record in general’, whilst, as has been confirmed to me by several senior central government persons is the situation with central government, rather than local government! The paper does accept (p.6) that UK central government is “probably the most intrusive national government across Western Europe”.

Much is made of the Kent Gateway project which is a good example but had the blessing not only of a dynamic Chief Executive but similar political leadership. They were also lucky in gaining the involvement of the regional NHS, which isn’t the case in all areas. On page 7 there is some acclamation that “Despite the valiant efforts of SOCITM (sic)* and many thousands of staff working in council IT departments, the provision of online local government services remains at best patchy”. However, this fails to acknowledge that local government ICT departments provide e-services for many, many service units, whilst in central government this is likely to be a few related to that Department’s rather focused services e.g. driver licensing, taxation, etc. This criticism is unfairly grounded, presumably due to a lack of understanding. Similarly the statement on page 8 that “where most UK local authorities are currently lagging badly behind the next wave of important ICTs”, is unspecific in only picking on ebooks in libraries, which is hardly a ‘killer application’ when many library users are probably more concerned with real books and the use of free Internet access, rather than those who can buy such items as Kindles, Kobos and iPads.

I will agree, as stated on page 9, that “within local authorities themselves, complaints processes are often un-systematized, with little data being collected, no data publicly published and councils having little information available that would show whether they were doing a good job in terms of not generating complaints or in responding effectively to complaints received”, which is why I had developed the model I have for improving service delivery and suggested some applications to assist, which is all available on this blog. I also suggested to various people at the Government Data Service launch that this was the best way of handling feedback.

Unfortunately I don’t agree with the authors that citizens are put off complaining to councillors (page 9) about operational issues, since it is frequently one sure way of getting some sort of result, and would be interested in the authors’ evidence for this.

On page 19 the authors do accept that the ongoing disturbance to the NHS is impacting on innovation, which will probably become clearer as central government attempts to further transfer care responsibilities to local government.  The contradictions and imbalances within the NHS have already been identified in the struggle to get the Public Sector Network (PSN) off the ground. Attempts to make big savings, along with innovations, will require much improved cooperation across the public sector.

Whilst the conclusions of the paper would appear to be the authors’ expectations there needs to be a realization that in local government all things are not equal. Amongst the range of local authorities resistance to change, which is the major obstacle, comes from a variety of sources that are not consistent across councils. Sometimes its the Chief Executive, sometimes the Director of Finance (holder of the purse strings) or even the IT Director – it could be any one of the various services that blocks change, but this is normally different in every case. It is therefore difficult to make bold statements about how, where or when innovation will or should occur since it requires a combination of auspicious circumstance. In the best examples this is probably a bold Chief Executive, with political support.

As CIO’s/IT Managers are under increasing pressure to make savings, along with service managers it is difficult for all parties to find time to innovate with reduced staffing. If it were a single application (as per the aforementioned central government instance) this insight might be possible but when it requires multiple services to test, be trained and culture change on to a new way of working there will be foxholes of resistance all along the route. These will need multiple strong minds from the top to the bottom to successfully trace a path of successful innovation.

In fact, I wonder how the LSE’s IT service copes with innovation? If, like a number of university IT services that I’m aware of, they are treated with some disdain by their academic colleagues, academia will be just as austere in its approach to innovation as government!

* The conventional branding for the Society of Information Technology Management is ‘Socitm’

This entry was posted on Friday, January 6th, 2012 at 1:35 pm and is filed under citizen, customer satisfaction, e-government, engagement. You can follow any responses to this entry through the RSS 2.0 feed. You can leave a response, or trackback from your own site.