Accenture Global Cities Forum

Transcription

1 Greg Parston PhD, Director Accenture Global Cities Forum A Dialogue on Cities and Climate Change World Bank, Washington, September 2009 Accenture, its logo, and High Performance Delivered are trademarks of Accenture. Accenture Global Cities Forum Objective: To explore people s perspectives on the role of government and their definition iti of public value Research method: Daylong deliberative events with residents of eight world cities Outcome: Accenture Public Service Value Governance Framework 2007 cities: London, Sydney, Singapore, Berlin, New York City, Paris, Madrid and Los Angeles 2007 cities: Oslo, Toronto, Tokyo, Rome and Dublin 2

2 Approach Each Forum involved about 65 citizens recruited to represent each city s demographics Deliberative process explored public value from three perspectives citizen, taxpayer and service user Events combined electronic voting, role-playing activities, and smallgroup and large-group discussions 3 Global Cities Forum: Approach Customer service Choice Flexibility Efficiency Value for money Transparency Fairness and equality Ethical and accountable behaviour Broader outcomes for society 4

3 Participants identified nine principles of public value: Equality and fairness Transparency and accountability Customer focus and flexibility Efficiency and value for money Connectedness and coordination Long-term outlook Focus on immediate results Accessibility Choice 5 Comparison: Principles of public value London Sydney Singapore Berlin New York Paris Los Madrid Angeles Oslo Toronto Tokyo Rome Dublin Equality and fairness Transparency and accountability Customer focus and flexibility Efficiency/ value for money Connectedness and coordination Long-term outlook Focus on immediate results Accessibility Choice 6

4 Global Cities Forum: Key Findings 1. People want service delivery that comprehensively meets their needs which requires better integration and collaboration among government departments, private businesses and nonprofit organizations. 2. Many citizens believe that narrow applications of fairness and choice in public-service delivery are actually widening the gaps between haves and have-nots. 3. Citizens seek greater engagement with government on quality of life and quality of public service and elections are not enough. 4. Government can and should do much more to educate citizens helping people to clarify their own needs and perceptions of government and harnessing their energies as co-producers of public value. 5. Citizens want much more clarity and accountability from government; the absence of it fuels perceptions of waste and inefficiency. 7 A new model for more connected governance The Accenture Public Service Value Governance Framework represents a more publicly engaged model of governance that connects people as citizens, service users and taxpayers with those whom they elect to lead them and to shape and direct their public. The Framework comprises four components: Outcomes Focusing on improved social and economic outcomes Balance Balancing choice and flexibility with fairness and common good Engagement Engaging, educating and enrolling the public as co-producers of public value Accountability Clarifying accountability and facilitating public recourse 8

5 Focusing on improved social and economic outcomes Articulate mission and formulate strategy to focus on improved social and economic conditions Develop performance management systems that emphasize outcomes for citizens as part of a richer dashboard of performance measures Develop human capital, with specific regard to building the understanding, knowledge, capabilities and structures required to improve social and economic outcomes 9 Balancing choice and flexibility with fairness and common good Measure organizational ability to deliver complex and competing dimensions of public value over time Construct monitoring systems that measure and analyze the impacts of service delivery on subsets of the population Use market segmentation analysis to tailor public service delivery to specific needs of different groups of citizens 10

6 Engaging, educating and enrolling the public as co-producers of public value Create new information delivery channels that enable the public to interact with and learn from their governments Promote and support citizen education programmes to help build greater public understanding of public service outcomes Bridge service provision across agencies by promoting integrated cross-organization initiatives and wider citizen involvement 11 Clarifying accountability and facilitating public recourse Demonstrate whether organizations are meeting their intended d goals through public performance reporting Integrate cross-organization program budgeting and develop diverse delivery channels, including e-technologies and telephone information centers Streamline, publicize and report on complaints resolution processes 12

7 Accenture Citizen Experience Study (ACES) OUTCOMES Focusing on actual societal issues that affect citizens, such as health, learning and education, cost of living and public safety. Coordinating the of different government departments to ensure that the complex needs of individuals are met. Targeting public to help individuals with the highest levels of need. Working to improve delivery of public through collaboration with non-government organizations such as private businesses and nonprofit organizations. BALANCE Providing fair and equal access to government for all citizens. Making public easily available to people through a variety of different methods, such as telephone and Internet, as well as in person. Helping those who may have difficulties using public to gain easier access. Providing people with a wider choice of that are tailored to meet their individual needs. ENGAGEMENT Seeking citizens views when determining priorities for public. Providing reliable and trustworthy information about public. Providing a clear and easy way by which individuals can access government information and quickly and easily. Encouraging people to take more personal responsibility for improving the quality of life for themselves and their communities. ACCOUNTABILITY Providing clear explanations of how spending priorities on public are determined. Taking prompt and effective action to resolve problems or difficulties that citizens experience with public. Providing citizens clear evidence of actual results of public service policies in improving people s lives. Creating regular opportunities for citizens to engage in discussions about the quality of public. 13 Methodology Sample Size by Geography Accenture worked closely with Harris Interactive to design the questionnaire and administer it in 13 geographies The data were weighted to be representative of the general populations of residents age 18 or older Interviews were conducted between June 11, 2008 and August 15, 2008 Total Australia 1,062 Canada 1,056 France 1,019 Germany 1,001 Hong Kong 1,302 India 1,202 Italy 1,027 Japan 1,294 Mexico 1,153 Singapore 1,342 Spain 1,056 UK 1,065 U.S. 1,189 TOTAL 14,768 14

8 Key Findings: United States Creating regular opportunities for citizens to engage in discussions about the quality of public Providing citizens with clear evidence of actual results of public service policies in improving people s lives Taking prompt and effective action to resolve problems or difficulties that citizens experience with public Providing clear explanations of how spending priorities on public are determined Accountability Engagement Focusing on actual societal issues that affect citizens, such as health, learning and education, cost of living and public safety Coordinating the of different government departments to ensure that the complex needs of individuals are met Outcomes Balance Targeting public to help individuals with the highest levels of need Working to improve delivery of public through collaboration with nongovernment organizations, such as private businesses and nonprofit organizations Encouraging people to take more personal responsibility for improving the quality of life for themselves and their communities Providing a clear and easy way by which individuals can access government nformation and quickly and easily Providing reliable and trustworthy information about public Seeking citizens views when determining priorities for public Providing fair and equal access to government for all citizens Making public easily available to people through a variety of different methods, such as telephone and Internet, as well as in person Helping those who may have difficulties using public to gain easier access Providing people with a wider choice of that are tailored to meet their individual needs 15 Key Findings: Singapore Creating regular opportunities for citizens to engage in discussions about the quality of public Providing citizens with clear evidence of actual results of public service policies in improving people s lives Taking prompt and effective action to resolve problems or difficulties that citizens experience with public Providing clear explanations of how spending priorities on public are determined Accountability Engagement Focusing on actual societal issues that affect citizens, such as health, learning and education, cost of living and public safety Coordinating the of different government departments to ensure that the complex needs of individuals are met Outcomes Balance Targeting public to help individuals with the highest levels of need Working to improve delivery of public through collaboration with nongovernment organizations, such as private businesses and nonprofit organizations Encouraging people to take more personal responsibility for improving the quality of life for themselves and their communities Providing a clear and easy way by which individuals can access government information and quickly and easily Providing reliable and trustworthy information about public Providing fair and equal access to government for all citizens Making public easily available to people through a variety of different methods, such as telephone and Internet, as well as in person Helping those who may have difficulties using public to gain easier access Seeking citizens views when determining priorities for public Providing people with a wider choice of that are tailored to meet their individual needs 16

9 Key Findings: France Creating regular opportunities for citizens to engage in discussions about the quality of public Providing citizens with clear evidence of actual results of public service policies in improving people s lives Taking prompt and effective action to resolve problems or difficulties that citizens experience with public Providing clear explanations of how spending priorities on public are determined Accountability Engagement Focusing on actual societal issues that affect citizens, such as health, learning and education, cost of living and public safety Coordinating the of different government departments to ensure that the complex needs of individuals are met Outcomes Balance Targeting public to help individuals with the highest levels of need Working to improve delivery of public through collaboration with nongovernment organizations, such as private businesses and nonprofit organizations Encouraging people to take more personal responsibility for improving the quality of life for themselves and their communities Providing a clear and easy way by which individuals can access government nformation and quickly and easily Providing reliable and trustworthy information about public Providing fair and equal access to government for all citizens Making public easily available to people through a variety of different methods, such as telephone and Internet, as well as in person Helping those who may have difficulties using public to gain easier access Seeking citizens views when determining priorities for public Providing people with a wider choice of that are tailored to meet their individual needs 17 Global Cities Forum: 2008 Oslo Toronto Tokyo Rome Dublin 2008 GCF participants defined public value, weighed the importance of the Accenture PSV Governance Framework and discussed three global issues directly relevant to our industries: Immigration and the increased movement of people Environmental degradation and global warming Widespread use and storage of personal information/data online 2009 cities: Austin, Johannesburg, Mexico City, New Delhi, Rio do Janeiro 18

10 Responding to the challenges of the multi-polar world What people told us The environment and global warming Manmade climate change is having a noticeable impact on people s everyday lives Government must adopt long-term strategies to address environmental degradation, and educate citizens so they can actively contribute to the effort The increased movement of people around the world Immigration is a highly-visible issue that has benefits and drawbacks Government should manage immigration and assist immigrants to integrate The rapid growth in information technology and the use of personal information The benefits of the IT revolution far outweigh any risks and drawbacks Government should ensure the data it holds is secure and compel businesses to guarantee the security and appropriate use of personal data 19 Global Cities Forum: 2009 Johannesburg Mexico City New Delhi Rio de Janeiro 2009 Global Cities Forum participants are being asked to define the principles that should guide government performance in their cities today and also to foresee the opportunities, challenges, improvements and quality of life in their cites in 2015 Download the full report and city reports: Greg Parston, Director: greg.parston@accenture.com 20