{"id":458,"date":"2022-10-16T09:33:00","date_gmt":"2022-10-16T07:33:00","guid":{"rendered":"http:\/\/verwaltungsgestaltung.de\/notizen\/?p=458"},"modified":"2022-10-23T09:07:42","modified_gmt":"2022-10-23T07:07:42","slug":"week-24-at-the-digital-service-notes-for-10-14-october","status":"publish","type":"post","link":"https:\/\/verwaltungsgestaltung.de\/notizen\/2022\/10\/16\/week-24-at-the-digital-service-notes-for-10-14-october\/","title":{"rendered":"Week #24 at the Digital Service: Notes for 10\u201314 October"},"content":{"rendered":"\n<p>It was yet another week with days of train travel.<\/p>\n\n\n\n<p>On Thursday, I went from Berlin to Freiburg in the southwest of Germany. On Saturday, I returned to Berlin, spending 6.5 hours each time on the Intercity Express. Luckily, there\u2019s a direct connection from Berlin.<\/p>\n\n\n\n<p>It was worth the effort, as I heard from many people from municipalities and smaller and mid-sized cities about their struggles with transformation, capability building and getting actual user-centred work into projects.<\/p>\n\n\n\n<h2 class=\"has-h-3-font-size wp-block-heading\">Learning from and sharing with local government<\/h2>\n\n\n\n<p>As part of Public Service Lab Day, about 70 people from many parts of Germany plus Switzerland got together in Freiburg. The day included short talks, hands-on workshops and the presentation of the 4 winners of the award for good administration (\u2018<a href=\"https:\/\/www.verwaltungspreis.org\/\">Preis f\u00fcr gute Verwaltung<\/a>\u2019). <\/p>\n\n\n\n<figure class=\"wp-block-embed is-type-rich is-provider-twitter wp-block-embed-twitter\"><div class=\"wp-block-embed__wrapper\">\n<blockquote class=\"twitter-tweet\" data-width=\"550\" data-dnt=\"true\"><p lang=\"de\" dir=\"ltr\">Los geht es beim Public Service Lab Day, unter <a href=\"https:\/\/twitter.com\/hashtag\/PSL22?src=hash&amp;ref_src=twsrc%5Etfw\">#PSL22<\/a> k\u00f6nnt ihr mitlesen. <a href=\"https:\/\/twitter.com\/hashtag\/twitterverwaltung?src=hash&amp;ref_src=twsrc%5Etfw\">#twitterverwaltung<\/a> <a href=\"https:\/\/twitter.com\/hashtag\/servicedesign?src=hash&amp;ref_src=twsrc%5Etfw\">#servicedesign<\/a> <a href=\"https:\/\/t.co\/PBgIDaW6Dz\">pic.twitter.com\/PBgIDaW6Dz<\/a><\/p>&mdash; digital.freiburg (@digitalfreiburg) <a href=\"https:\/\/twitter.com\/digitalfreiburg\/status\/1580843398864736257?ref_src=twsrc%5Etfw\">October 14, 2022<\/a><\/blockquote><script async src=\"https:\/\/platform.twitter.com\/widgets.js\" charset=\"utf-8\"><\/script>\n<\/div><\/figure>\n\n\n\n<p>The City of Freiburg and its digital unit made an effort and got an open co-working space that used to be a train repair workshop. It was equipped with proper good furniture and had functional areas like offices, phone booths, open and closed meeting spaces.<\/p>\n\n\n\n<figure class=\"wp-block-embed is-type-rich is-provider-twitter wp-block-embed-twitter\"><div class=\"wp-block-embed__wrapper\">\n<blockquote class=\"twitter-tweet\" data-width=\"550\" data-dnt=\"true\"><p lang=\"de\" dir=\"ltr\">Danke, <a href=\"https:\/\/twitter.com\/digitalfreiburg?ref_src=twsrc%5Etfw\">@digitalfreiburg<\/a> und <a href=\"https:\/\/twitter.com\/Gruenhof?ref_src=twsrc%5Etfw\">@Gruenhof<\/a>, f\u00fcr diesen gro\u00dfartigen Ort! Einen besseren Platz f\u00fcr Austausch, Vortr\u00e4ge und Workshops beim <a href=\"https:\/\/twitter.com\/hashtag\/PSL22?src=hash&amp;ref_src=twsrc%5Etfw\">#PSL22<\/a> h\u00e4tten wir uns nicht vorstellen k\u00f6nnen.<br><br>Gute Heimreise allen Teilnehmenden und vielen Dank f\u00fcr den inspirierenden Tag! <a href=\"https:\/\/t.co\/Cj7l7KTN0N\">pic.twitter.com\/Cj7l7KTN0N<\/a><\/p>&mdash; Public Service Lab (@PublicServLab) <a href=\"https:\/\/twitter.com\/PublicServLab\/status\/1580948494139142144?ref_src=twsrc%5Etfw\">October 14, 2022<\/a><\/blockquote><script async src=\"https:\/\/platform.twitter.com\/widgets.js\" charset=\"utf-8\"><\/script>\n<\/div><\/figure>\n\n\n\n<p>Both my colleague&nbsp;<a target=\"_blank\" href=\"https:\/\/twitter.com\/katja_anokhina\" rel=\"noreferrer noopener\">Katja, product manager for Digital Service<\/a>\u2019s property tax declaration service, and I gave some short inputs.<\/p>\n\n\n\n<p>Katja spoke about live services, why going live is only the beginning and what user-centricity looks like after the launch of a service. She highlighted the importance of properly analysing your metrics and data, investigating funnels, and categorising the support requests and feedback you receive as a team. Katja shared 3 examples of feedback \u2013 1 that demanded design improvements, 1 indicating a technical problem, and 1 describing uncovered user needs leading to a feature request.<\/p>\n\n\n\n<p>With my Public Service Lab co-organisers Katrin and Simone, I spoke about the various levels of transformation, including organisational design and policy design, and what is happening in that space in Germany.<\/p>\n\n\n\n<figure class=\"wp-block-embed is-type-rich is-provider-twitter wp-block-embed-twitter\"><div class=\"wp-block-embed__wrapper\">\n<blockquote class=\"twitter-tweet\" data-width=\"550\" data-dnt=\"true\"><p lang=\"en\" dir=\"ltr\">Human-centred design at the heart of changing public services. <a href=\"https:\/\/twitter.com\/hashtag\/PSL22?src=hash&amp;ref_src=twsrc%5Etfw\">#PSL22<\/a> <a href=\"https:\/\/t.co\/cRSQzudjnG\">pic.twitter.com\/cRSQzudjnG<\/a><\/p>&mdash; ajara i. pfannenschmidt (@nagare_ip) <a href=\"https:\/\/twitter.com\/nagare_ip\/status\/1580845512617443328?ref_src=twsrc%5Etfw\">October 14, 2022<\/a><\/blockquote><script async src=\"https:\/\/platform.twitter.com\/widgets.js\" charset=\"utf-8\"><\/script>\n<\/div><\/figure>\n\n\n\n<p>Afterwards, Katja and I ran a 45-min workshop. The title: \u2018Solving real users\u2019 problems with product, not project management\u2019. About 30 people joined in total, and we ran 2 rounds so more people could participate from the 5 workshop topics offered in the afternoon.<\/p>\n\n\n\n<p>In the workshop, we first discussed how a project and product management are different and the related mindsets aren\u2019t the same. Some participants already had substantial thoughts. Others realised not even a project mindset exists in their government organisation.<\/p>\n\n\n\n<p>After that, we asked the participants to work on a scenario adopting a product mindset. I continue to enjoy writing such scenarios. In this one, the attendees were asked to build a digital \u2018find childcare options\u2019 service under significant political pressure and media attention. Teams were given a list of areas of change to consider to make sure the efforts weren\u2019t run in a project management fashion. All 7 teams had valuable discussions and proposed different approaches \u2013 from rejecting the task entirely to building a mixed local volunteer group including university members and engaged citizens from a local open data lab.<\/p>\n\n\n\n<figure class=\"wp-block-image size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"575\" src=\"https:\/\/verwaltungsgestaltung.de\/notizen\/wp-content\/uploads\/2022\/10\/Areas-of-change-project-product-management-1024x575.jpg\" alt=\"Key metrics: From get it right to learn, improve\n\nLeadership: From my team to our team\n\nRisk: From upfront analysis to just-in-time resolution\n\nPeople: From resources to team members\n\nReporting: From one-way reports to multi-directional feedback\n\nOutcomes: From internal focus to external focus\n\nRequirements: From order taking to problem solving\n\nGovernance: Stick &amp; follow to pragmatic, adaptive\n\nWork structure: From break down effort to build up value\n\nLifecycle: From one and done to ongoing evolution\n\nPerformance: From plan conformity to value delivered\n\nSource for the material: accenture and Solutions IQ\" class=\"wp-image-471\" srcset=\"https:\/\/verwaltungsgestaltung.de\/notizen\/wp-content\/uploads\/2022\/10\/Areas-of-change-project-product-management-1024x575.jpg 1024w, https:\/\/verwaltungsgestaltung.de\/notizen\/wp-content\/uploads\/2022\/10\/Areas-of-change-project-product-management-300x169.jpg 300w, https:\/\/verwaltungsgestaltung.de\/notizen\/wp-content\/uploads\/2022\/10\/Areas-of-change-project-product-management-768x432.jpg 768w, https:\/\/verwaltungsgestaltung.de\/notizen\/wp-content\/uploads\/2022\/10\/Areas-of-change-project-product-management.jpg 1500w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/><\/figure>\n\n\n\n<p>For the 4th time, Public Service Lab and HTW Berlin University of Applied Science awarded user-centred public service projects with the \u2018Preis f\u00fcr gute Verwaltung\u2019. Four initiatives were given the award for a range of work \u2013 among them a Ukraine refugee welcome centre and a mobile application for taking work-related health certificate training.<\/p>\n\n\n\n<p>The award is one of the few ways user-centred public design work is recognised and systematically documented. A&nbsp;<a rel=\"noreferrer noopener\" href=\"https:\/\/medium.com\/@verwaltungspreis\" target=\"_blank\">related Medium publication<\/a>&nbsp;has been summarising the selected projects for the past few years. An increasing number of media outlets have been reporting on the award and recognised projects this year \u2013 from local newspapers to digital sections of a national publication. It is excellent recognition for the work behind the scenes. But some of the more critical voices highlighted how some awarded projects are still flawed. And the same time, they recognised important work towards a more human-centred administration has been done, and more has to happen.<\/p>\n\n\n\n<figure class=\"wp-block-embed is-type-rich is-provider-twitter wp-block-embed-twitter\"><div class=\"wp-block-embed__wrapper\">\n<blockquote class=\"twitter-tweet\" data-width=\"550\" data-dnt=\"true\"><p lang=\"en\" dir=\"ltr\">Kudos to everyone involved in <a href=\"https:\/\/twitter.com\/PreisVerwaltung?ref_src=twsrc%5Etfw\">@PreisVerwaltung<\/a> and making this award, honouring human-centred public service transformation work, happen.<br><br>For years, the initiative has made important work on all levels of German government visible and inspired many others.<br><br>Thanks for the effort <a href=\"https:\/\/t.co\/OOgeFvbDYH\">pic.twitter.com\/OOgeFvbDYH<\/a><\/p>&mdash; Martin Jordan (he\/him) ? ? (@Martin_Jordan) <a href=\"https:\/\/twitter.com\/Martin_Jordan\/status\/1581331952011182080?ref_src=twsrc%5Etfw\">October 15, 2022<\/a><\/blockquote><script async src=\"https:\/\/platform.twitter.com\/widgets.js\" charset=\"utf-8\"><\/script>\n<\/div><\/figure>\n\n\n\n<p>Even though unrelated, people talked about \u2018just do it\u2019 several times at the event. The sticker saying right that<a rel=\"noreferrer noopener\" href=\"https:\/\/verwaltungsgestaltung.de\/notizen\/2022\/09\/17\/week-20-at-the-digital-service-notes-for-12-16-september\/\" target=\"_blank\">&nbsp;I made a few weeks ago<\/a>&nbsp;arrived these days at my doorstep. Colleagues at the office picked them up quickly.<\/p>\n\n\n\n<figure class=\"wp-block-image size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"682\" src=\"https:\/\/verwaltungsgestaltung.de\/notizen\/wp-content\/uploads\/2022\/10\/Sticker-einfach-mal-machen-1024x682.jpg\" alt=\"\" class=\"wp-image-474\" srcset=\"https:\/\/verwaltungsgestaltung.de\/notizen\/wp-content\/uploads\/2022\/10\/Sticker-einfach-mal-machen-1024x682.jpg 1024w, https:\/\/verwaltungsgestaltung.de\/notizen\/wp-content\/uploads\/2022\/10\/Sticker-einfach-mal-machen-300x200.jpg 300w, https:\/\/verwaltungsgestaltung.de\/notizen\/wp-content\/uploads\/2022\/10\/Sticker-einfach-mal-machen-768x512.jpg 768w, https:\/\/verwaltungsgestaltung.de\/notizen\/wp-content\/uploads\/2022\/10\/Sticker-einfach-mal-machen-1536x1024.jpg 1536w, https:\/\/verwaltungsgestaltung.de\/notizen\/wp-content\/uploads\/2022\/10\/Sticker-einfach-mal-machen-1568x1045.jpg 1568w, https:\/\/verwaltungsgestaltung.de\/notizen\/wp-content\/uploads\/2022\/10\/Sticker-einfach-mal-machen.jpg 2000w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/><\/figure>\n\n\n\n<p>On the way back, Katrin and I edited texts for the forthcoming <a href=\"https:\/\/www.instagram.com\/servicegazette\/\">Service Gazette publication<\/a>. Various articles share a local government perspective on service and organisational transformation.<\/p>\n\n\n\n<h2 class=\"has-h-3-font-size wp-block-heading\">What\u2019s next<\/h2>\n\n\n\n<p>On short notice, I have to help with hands-on design work for the closing event of our fellowships. I might be a bit rusty, but it gets me closer to the projects developed in our Tech4Germany and Work4Germany fellowship programmes.<\/p>\n\n\n\n<p>I will also spend some time preparing a kick-off workshop for people interested in becoming accessibility ambassadors.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>In his 24th week at the Digital Service, Martin went to the city of Freiburg in southwest Germany to co-deliver a talk on levels of transformation and co-run two workshops on product vs project management.<\/p>\n","protected":false},"author":1,"featured_media":459,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[8,7],"tags":[],"class_list":["post-458","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-english","category-weeknote","entry"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v26.4 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Week #24 at the Digital Service: Notes for 10\u201314 October - 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