General Data Protection Regulation (GDPR): what the public sector needs to consider

Graphic design image: three padlocks in front of a futuristic city.

By Steven McGinty

In March, the Information Commissioner’s Office (ICO) published the results of a survey into local government information governance as part of their preparations for the General Data Protection Regulation (GDPR), which comes into force on 25 May 2018.

Although the ICO notes that many local authorities have good data protection policies, there are still councils where work needs to be done. The survey findings include:

  • A third of councils do not undertake Privacy Impact Assessments (PIAs)
  • 26% of councils do not have a data protection officer
  • 50% do not require data protection training before accessing systems

Under the new GDPR the above findings could constitute a breach, and result in the ICO taking action against the offending council. Recently, the ICO fined Norfolk County Council £60,000 (under the Data Protection Act) for failing to dispose of social work case files appropriately.

What impact will Brexit have on the GDPR?

The UK Government has finally triggered article 50 of the Lisbon Treaty, starting the process for leaving the European Union (EU). However, this does not mean that the UK will escape the European Commission’s GDPR. Digital minister, Matt Hancock, has confirmed that it is in the UK’s best interests to ensure the ‘uninterrupted and unhindered flow of data’, stating that the GDPR would be fully implemented into UK law, even after we leave the EU.

Is the public sector exempt from the GDPR?

There have been reports that some public sector bodies believe that they are exempt from the GDPR. This assumption is based on the regulation’s special conditions and derogations, which allow member states to restrict the GDPR’s scope to safeguard the public interest (some countries, such as Denmark, already have exemptions for public sector bodies). Additionally, fining a public sector body has also been viewed as making little sense – taking from one public sector budget and placing it in another.

However, both of these assumptions are flawed. As the GDPR has been designed to enhance the rights of EU citizens, it would be against the spirit of the regulation to introduce blanket exemptions for the public sector. And it is certainly not unheard of for regulators to fine public bodies, such as the recent Norfolk County Council case, or the Hampshire County Council case in August 2016, where the council was fined £100,000 by the ICO for leaving social care case files in a disused building.

How does the GDPR differ from the Data Protection Act?

The GDPR has been described ‘as the most important change in data privacy regulation in 20 years’, providing greater rights to citizens and harmonising data privacy laws across Europe. However, to achieve this, new requirements have been placed on organisations. These include:

  • Personal dataArticle 4(1) of the GDPR includes a broader definition of ‘personal data’ than previous legislation. It states that any information relating to an individual which can be directly or indirectly used to identify them is personal data. Specifically, it refers to ‘online identifiers’, which suggests that IP addresses and cookies may be considered personal data if they can be easily linked back to the person.
  • Privacy by designThe concept of ‘privacy by design’ is not new, but Article 23 of the GDPR makes this a legal requirement. In essence, it means that public sector bodies will have to consider data protection at the initial design stage of product development. This could involve adopting technical measures such as pseudonymisation – the technique of processing personal data in such a way that it can no longer identify a particular person.
  • Data Protection Impact Assessments (DPIAs) – As the ICO’s research highlights, a third of councils do not undertake any form of privacy impact assessment. From May 2018, public sector organisations will have to carry out DPIA’s for certain activities such as introducing new technologies and when processing presents a high risk to the rights and freedoms of individuals. In the latter case, organisations will need to consult the ICO to confirm they comply with the GDPR.
  • Appointment of a Data Protection Officer (DPO)Article 35 of the GDPR states that public bodies must have a designated Data Protection Officer. This can be an existing employee, as long as there is no conflict of interest, or a single DPO can represent a group of public sector bodies. As the ICO research suggests (26% of councils do not have a DPO), this is one of the main areas where councils need to improve.
  • Data portability– Public sector organisations must ensure that personal data is stored in a ‘structured, commonly used and machine readable form’, so that individuals can transfer data easily to other organisations. For instance, suitable formats would include CSV files.
  • Strengthening subject access rights– Individuals can now request access to their data for no cost and must be responded to within 30 days (this is a change from the Data Protection Act which requires a £10 fee and there is 40 days to respond). For complex cases, this can be extended by two months. However, individuals must be notified within one month and be provided with an explanation. These requests could prove time consuming and costly for public sector bodies, and as such, supports the case for introducing digital services that allow individuals access to their data.
  • Right to be forgotten – The right to erasure (its official name) allows individuals to ask an organisation to delete all the information held on them – although this would not apply if there was a valid reason to hold that data. This principle was established in the high profile case involving technology giant Google.
  • Failing to comply and breaching the GDPR – When there is a breach, public sector bodies will have an obligation to inform their national regulator (the ICO in England) “without undue delay and, where feasible, not later than 72 hours after having become aware of it.” These requirements could present challenges for public sector bodies, who are often engaged in providing vital public services with limited resources. However, policies will have to be introduced to ensure breaches can be reported promptly, particularly as the new penalties for data breaches are significant, with public sector bodies liable for fines of up to €10,000,000. In addition, individuals also have the right of redress and may seek compensation if they feel their rights have been breached.

What should public sector bodies be focusing on?

Although May 2018 may seem a long time away, the ICO research suggests some local councils (and the wider public sector) need to make several changes to ensure compliance with the GDPR.

Most importantly, organisations need to start reviewing the new regulation and considering how it applies to them. Evidence of a clear strategy – including the appointment of a Data Protection Officer, the use of privacy impact assessments, and staff training – will go a long way towards demonstrating an organisation’s intent to comply with the GDPR.


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The economic impact of international students in the UK

by Stacey Dingwall

A key concern following Brexit has been the status of international students (and academics) in the UK. Going into the general election, Theresa May has declined calls from universities – and some of her most senior colleagues – to remove students from her government’s target to cut migration by “tens of thousands”.

International students in the UK

In 2014-15, 437,000 students came from overseas to study in the UK, making up 19% of all UK university registrations that year. In February, the Office for National Statistics released net migration statistics which showed that long-term immigration to the UK fell by a “statistically significant” 23% to 134,000 in the year ending September 2016 – the lowest estimate recorded in almost 15 years. The number of international students coming to study in the UK accounted for much of this decrease, at 41,000. The majority of this figure was made up by students from non-EU countries (31,000).

In January, HESA released figures on students enrolled in higher education in 2015-16 which indicated that the number of students coming to the UK from EU member states had increased by 2%. These figures were collected before Brexit, however, so it will be next year’s edition before any impact, if at all, can be identified. Figures from UCAS published at the end of March, however, indicate a 6% decrease in the number of university applications from EU students on the previous year.

The ONS migration figures also showed that students from Asian countries made up 68% of the estimated 87,000 non-EU citizens who came to study in the UK during that year. While the UK remains the second most popular destination for international students in the world, after the USA, this is a fall of 23,000 on the previous year.

An economic impact worth billions

So why are some of Mrs May’s most senior colleagues rebelling against her decision to maintain international students within her migration reduction quota? One major reason is clearly the economic benefits generated for the country by the students. In March this year, research conducted by Oxford Economics for Universities UK suggested that in 2014-15, on- and off-campus spending by international students, and their visitors, generated a knock-on impact worth £25.8 billion in gross output to the UK economy. The 2014-15 international student cohort accounted for £10.8 billion of UK export earnings that year.

Tuition fees account for £4.8 billion of the total figure. The research also found that spending by international students supported over 200,000 jobs in UK university towns and cities and that the economic activity and employment sustained by international students’ off campus spending generated £1 billion in tax revenues.

Conservative rebellion and public opinion

Conservative MP Anna Soubry has pointed out that the economic contribution of international students continues even after they have completed their studies, in the form of “goodwill towards our country”, which “ often results in business deals as well as improved international relations and understanding”. It would appear that the public shares her sentiments: a poll conducted by Comres following the publication of Universities UK’s research found that 74% of those asked would like to see the number of international students in the UK either maintained or increased, after being told of the economic benefits they generate.

Despite this, the Prime Minister’s only concession so far has been to allow the newly created Office for Students to publish separate figures on overseas students, although they will still be recorded as part of the overall migration figures.  It has been suggested that a potential Conservative backbench rebellion over the government’s decision to remove the House of Lords’ amendment to the Higher Education and Research Bill on the issue was only defused by the decision to call a snap election – although MPs from both the Conservative and opposition parties have vowed to continue to fight the government’s stance. The Independent has launched a campaign – Drop the Target – supported by Soubry, which is demanding answers from the government on why they are continuing with the policy, which they argue is economically and socially damaging to the country.


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Metro mayors – what is their worth?

market_townBy Heather Cameron

As voters went to the polls once again on 4th May for the local elections, six combined authorities in England saw directly-elected metro mayors chosen for the first time, as part of the government’s devolution agenda.

The six areas – Cambridgeshire and Peterborough, Greater Manchester, Liverpool City Region, the Tees Valley, the West of England and the West Midlands – account for almost 20% of the population of England. This means a third of the English population, including London, now have a directly-elected metro mayor.

Advocates of the role believe metro mayors have the potential to transform both local democracy and local economies. However, not everyone is as supportive.

What are directly-elected metro mayors and what are their responsibilities?

Directly-elected metro mayors are chairs of their area’s combined authority, elected by the local population. Their role involves working in partnership with the combined authority to exercise the powers and functions devolved by central government, set out in the local area’s devolution deal. In contrast to existing city mayors, who are also directly elected, or local council leaders who make decisions for, and on behalf of, their local authorities, metro mayors have the power to make decisions for whole city regions.

The devolved powers predominantly focus on strategic matters, including housing and planning, skills, transport and economic development, with the exception of Greater Manchester, which also has powers and funding related to criminal justice and health and social care. Each devolution deal is very much tailored to the local area however, so the combined authorities will have varying powers and budgets.

The aim of metro mayors is to support local economic growth, while providing greater democratic accountability.

Concerns

While the government believes the role ensures clear accountability over devolved powers and funding, concerns have been voiced within local government itself about the accountability, effectiveness and necessity of the incoming combined authority mayors. And democratic support for the role has always been weak.

In terms of accountability, metro mayors will not be accountable to an elected assembly, as in London, but only to their cabinet made up of other council leaders. This, and their potentially wide-ranging powers have been highlighted as a concern in terms of back-room stich-up deals being created between mayors and individual authorities“.

Their introduction has also been described as “potentially worrying” as the local people were never given the opportunity to have a say on the new roles and that, instead, they are products of ‘deals done behind closed doors between councillors and representatives of central government.’

It appears rather ironic that this proposal of greater devolution may actually reflect an imposition from central government of its own policies and desires on local government.

Nevertheless, the new metro mayors do enable greater local control over local matters and have been argued to represent the best chance yet of ensuring devolution is sustainable over time. It is also likely they will get increasing powers over time, as in London.

But the question remains whether they will facilitate local economic growth and help to re-balance the English economy.

Final thoughts

Whether the new metro mayors will succeed in this aim or not, only time will tell. There has been little evidence of improved performance under elected mayors in England so far, although it has been suggested there is some evidence that their introduction has resulted in quicker and more transparent decision-making, that the mayor had a higher public profile, that the council was better at dealing with complex issues, and that there was improved relationships between partners.

Some of the successes of the London mayor have also been suggested to be an indication of the potential impact of the directly-elected mayor role.

As has recently been argued, their success, or otherwise, “should be judged on whether they improve prospects for the people who live in their city regions, stimulating growth and getting local public services working better”.


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Smart Chicago: how smart city initiatives are helping meet urban challenges

Outside a Chicago theatre, with a huge 'Chicago' sign outside

By Steven McGinty

Home to former President Barack Obama, sporting giants the Chicago Bulls, and the culinary delicacy deep dish pizza, Chicago is one of the most famous cities in the world. Less well known is Chicago’s ambition to become the most data-driven city in the world.

A late convert to the smart city agenda, Chicago was lagging behind local rivals New York and Boston, and international leaders Barcelona, Amsterdam, and Singapore.

But in 2011, Chicago’s new Mayor Rahm Emanuel outlined the important role technology needed to play, if the city was to address its main challenges.

Laying the groundwork – open data and tech plan

In 2012, Mayor Rahm Emanuel issued an executive order establishing the city’s open data policy. The order was designed to increase transparency and accountability in the city, and to empower citizens to participate in government, solve social problems, and promote economic growth. It required that every city agency would contribute data to it and established reporting requirements to ensure agencies were held accountable.

Chicago’s open data portal has nearly 600 datasets, which is more than double the number in 2011. The city works closely with civic hacker group Open Chicago, an organisation which runs hackathons (collaborations between developers and businesses using open data to find solutions to city problems).

In 2013, the City of Chicago Technology Plan was released. This brought together 28 of the city’s technology initiatives into one policy roadmap, setting them out within five broad strategic areas:

  • Establishing next-generation infrastructure
  • Creating smart communities
  • Ensuring efficient, effective, and open government
  • Working with innovators to develop solutions to city challenges
  • Encouraging Chicago’s technology sector

 Array of Things

The Array of Things is an ambitious programme to install 500 sensors throughout the city of Chicago. Described by the project team as a ‘fitness tracker for the city’, the sensors will collect real-time data on air quality, noise levels, temperature, light, pedestrian and vehicle traffic, and the water levels on streets and gutters. The data gathered will be made publicly available via the city’s website, and will provide a vital resource for the researchers, developers, policymakers, and citizens trying to address city challenges.

This new initiative is a major project for the city, but as Brenna Berman, Chicago’s chief information officer, explains:

If we’re successful, this data and the applications and tools that will grow out of it will be embedded in the lives of residents, and the way the city builds new services and policies

Potential applications for the city’s data could include providing citizens with information on the healthiest and unhealthiest walking times and routes through the city, as well as the areas likely to be impacted by urban flooding.

The project is led by the Urban Center for Computation and Data of the Computation Institute  a joint initiative of Argonne National Laboratory and the University of Chicago. However, a range of partners are involved in the project, including several universities, the City of Chicago who provide an important governance role and technology firms, such as Product Development Technologies, the company who built the ‘enclosures’ which protect the sensors from environmental conditions.

A series of community meetings was held to introduce the Array of Things concept to the community and to consult on the city’s governance and privacy policy. This engagement ranged from holding public meetings in community libraries to providing online forms, where citizens could provide feedback anonymously.

In addition, the Urban Center for Computation and Data and the School of the Art Institute of Chicago ran a workshop entitled the “Lane of Things”, which introduced high school students to sensor technology. The workshop is part of the Array of Things education programme, which aims to use sensor technology to teach students about subjects such as programming and data science. For eight weeks, the students were given the opportunity to design and build their own sensing devices and implement them in the school environment, collecting information such as dust levels from nearby construction and the dynamics of hallway traffic.

The Array of Things project is funded by a $3.1 million National Science Foundation grant and is expected to be complete by 2018.

Mapping Subterranean Chicago

The City of Chicago is working with local technology firm, City Digital, to produce a 3D map of the underground infrastructure, such as water pipes, fibre optic lines, and gas pipes. The project will involve engineering and utility workers taking digital pictures as they open up the streets and sidewalks of Chicago. These images will then be scanned into City Digital’s underground infrastructure mapping (UIM) platform, and key data points will be extracted from the image, such as width and height of pipes, with the data being layered on a digital map of Chicago.

According to Brenna Berman:

By improving the accuracy of underground infrastructure information, the platform will prevent inefficient and delayed construction projects, accidents, and interruptions of services to citizens.

Although still at the pilot stage, the technology has been used on one construction site and an updated version is expected to be used on a larger site in Chicago’s River North neighbourhood. Once proven, the city plans to charge local construction and utility firms to access the data, generating income whilst reducing the costs of construction and improving worker safety.

ShotSpotter

In January, Mayor Rahm Emanuel and Chicago Police Department commanders announced the expansion of ShotSpotter – a system which uses sensors to capture audio of gunfire and alert police officers to its exact location. The expansion will take place in the Englewood and Harrison neighbourhoods, two of the city’s highest crime areas, and should allow police officers to respond to incidents more rapidly.

Chicago Police Superintendent Eddie Johnson highlights that although crime and violence presents a complex problem for the city, the technology has resulted in Englewood going “eight straight days without a shooting incident”, the longest period in three years.

ShotSpotter will also be integrated into the city’s predictive analytics tools, which are used to assess how likely individuals are to become victims of gun crime, based on factors such as the number of times they have been arrested with individuals who have become gun crime victims.

Final thoughts

Since 2011, Chicago has been attempting to transform itself into a leading smart city. Although it’s difficult to compare Chicago with early adopters such as Barcelona, the city has clearly introduced a number of innovative projects and is making progress on their smart cities journey.

In particular, the ambitious Array of Things project will have many cities watching to see if understanding the dynamics of city life can help to solve urban challenges.


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Famous last words? Is this the beginning of the end for city slogans?

How do you sum up a city in a slogan? The simple answer is that you can’t. But that hasn’t stopped towns and cities around the world trying to encapsulate their essence in a few well-chosen (or sometimes ill-chosen) words.

For some, a slogan is a fun way to show that a town or city is a great place to live, work and visit. American municipalities that proclaim themselves to be “The Best Town on Earth” (Madisonville, Kentucky), or “The Toothpick Capital of the World (Strong, Maine) are doing so with their civic tongues firmly in cheek.

But for many towns and cities, slogan making is a serious business that requires considerable amounts of time, money and brainpower to come up with something that highlights communities as worth visiting and investing in.

And for some cities, a slogan can mean the difference between success and failure.

How a slogan saved a city

New York City today is a lively, attractive place that’s proud to trumpet its cultural, architectural, retail and culinary attractions to residents and tourists alike. Things were very different in the 1970s. Years of financial mismanagement and neglect had given New York a reputation for grime, crime, drugs and disrepair. By the mid-70s, the city’s image was in tatters.

The turning point came with a campaign promoting one of New York’s enduring strong points – its theatre district. A television advert featuring Broadway stars launched the campaign on Valentine’s Day 1978. Its message was short and sweet: I ❤ NY.

As Newsweek reported, the campaign was an overnight success:

“There were some 93,800 requests for the tourism brochure after the commercials aired. Hotel occupancy in New York City hit 90%, year-on-year earnings from travel activity shot up nearly 20 percent.”

Forty years later, I ❤ NY still has pulling power:

Walk around Manhattan today and you’ll find pretty much every store that caters to tourists is packed with T-shirts, mugs, keychains and more, all emblazoned with the iconic slogan. A 2011 report said the city still earns some $30 million a year through licensing the logo.”

Glasgow’s Miles Better

The New York campaign had a profound influence on another city whose image required a makeover. In 1984, Glasgow was making efforts to recover from industrial decline, and to regenerate its city centre as a retail and cultural hub. The city’s Lord Provost, Michael Kelly, wanted to promote Glasgow’s progress, and to show that the city was miles better than it used to be.

The Glasgow’s Miles Better campaign was one of the first of its kind in the UK, and – like its New York inspiration – the brand had important after-effects. The message was carried across the UK, appeared on London buses and was used to promote the city internationally. Arguably, the campaign boosted Glasgow’s success in becoming European City of Culture in 1990 and UK City of Architecture and Design in 1999.  Michael Kelly later summed up the impact of the campaign:

“The legacy was a permanent change in attitude towards Glasgow, exposing the reality rather than the rather distorted image people had outside. People began to look at it in a proper light and were able to make economic decisions based on that, so we got investment, we got employment. We turned the economy round, and that legacy is still being felt today.”

The slogan was finally dropped in 1997, but subsequent campaigns – Glasgow’s Alive, Glasgow: Scotland with Style – never enjoyed the commercial success of the Miles Better brand, nor did they win the hearts of the people.  Today, the city has another slogan – People Make Glasgow – which puts Glaswegians firmly at the heart of the city’s identity. The change recognised that in a city which still has significant social, health and housing problems, a slogan focusing on the strengths of its citizens is more likely to have credibility.

Slogan-free cities

But while numerous towns and cities around the world have embraced the power of a slogan, there are signs that city slogans may be reaching the end of the road.

In 2015, the city council of Edmonton, capital of the Canadian province of Alberta, voted to drop the “City of Champions” slogan. The Mayor of Edmonton contended that a city’s brand can never be expressed in a meaningful way by a single tagline. Other North American cities, including Moncton in New Brunswick, Mississauga in Ontario, and Cleveland, Ohio, have also been phasing out their city slogans.

Slogans with a smile

“The challenge of finding a slogan is handling the plurality of images and identities that the residents possess. The multiple and distinct identities supported by populations within a city should be included and coincide within the urban brand as much as possible in order to accommodate the resi­dents’ diversity.”
Championing the City

Faced with such a daunting challenge, it shouldn’t come as a surprise that some cities and towns have given up on the idea of a civic slogan. But most are sticking with the concept, and some are hoping that even if they don’t greatly raise the profile of their municipality, they might at least raise a smile:

  • The Odds Are With You (Peculiar, Missouri)
  • It’s All Right Here (Dunedin, New Zealand)
  • It’s a Location, Not a Vocation (Hooker, Oklahoma)
  • Aha! (Suncheon, South Korea)
  • It’s Not Our Fault (San Andreas, California)

Denmark’s digital ambassador: should the UK be following suit?

 

By Steven McGinty

On 26 January, the Danish Ministry of Foreign Affairs announced that they would be appointing the world’s first ‘digital ambassador’ to act as the nation’s representative to major technology companies, such as Google, Apple, Facebook and Amazon.

At a conference on the future of the Foreign Service, the Foreign Minister, Anders Samuelsen, explained that:

Denmark must be at the forefront of technological development. Technological advances are making such a great impact on our society that it has become a matter of foreign policy. I have therefore decided to announce the appointment of a digitisation ambassador.

In a follow up interview with Danish newspaper Politken, Mr Samuelsen expressed his belief that multinational technology giants “affect Denmark just as much as entire countries”. He highlighted the examples of Apple and Google whose market values are so large that if they were countries they would only narrowly miss out from inclusion in the G20 – the global forum for cooperation between the world’s 20 major economies.

As a result of this economic strength, together with tech firms’ impact on the everyday lives of citizens, Mr Samuelsen argues that the technology sector should be treated as a form of ‘new nation’, which Denmark must develop closer relationships with.

Cooperation between nation states and the technology sector

Technology companies are becoming involved in activities that were once reserved for nation states. For example, Mr Samuelsen’s Liberal party accepts donations in Bitcoin – an online currency which challenges the state’s role as the only issuer of legal tender. And Microsoft have signed a partnership agreement with the French Ministry of Education to provide teacher training, in order to prepare teachers for running special coding classes.

The technology industry argues that it is better placed than national governments to provide effective digital services, at cheaper prices. In terms of national security, computer engineering expert and academic, Jean-Gabriel Ganascia, argues that this is probably the case. Mr Ganascia highlights that Google and Facebook have vast image databases that enable them to use facial recognition software far better than any national security service. Therefore, countries have started working with technology companies on a variety of crime and public safety issues.

Citizens are also spending greater amounts of time on social media platforms. In an interview with The Washington Post, Mr Samuelsen stated that more than half of the world’s data has been created in the past two years (much of this from major platforms such as Facebook). This trend has implications for the privacy of citizens and the spreading of false information, a phenomena that has been labelled ‘fake news’. These issues are fundamentally important for citizens and nation states, and are likely to increase cooperation between countries and the technology sector.

Australia’s Ambassador for Cyber Affairs

Although Denmark will be the first country to introduce a digital ambassador, another government has made a similar appointment. In January, Dr Tobias Feakin was appointment as Australia’s Ambassador for Cyber Affairs. His role focuses on cyber-security, but also includes issues such as censorship and promoting internet access. At this stage, it’s unclear whether Dr Feakin will have direct contact with technology companies and whether this relationship will involve discussions over economic issues such as taxation.

Is a digital ambassador necessary?

Not everyone, however, is buying into the appointment of a government representative focused solely on digital issues. Technology journalist, Emma Woollacott, believes that it’s a ‘terrible idea’.

According to Ms Woollacott, Denmark already has a good relationship with technology companies, highlighting that Facebook has recently announced plans to build a new data centre in Odense, creating 150 new permanent jobs. These views may have some merit, as Mr Samuelsen has confirmed that the deal between the Foreign Ministry and Facebook was the result of three years of behind-the-scenes work.

Ms Woollacott also argues that Denmark is setting a worrying precedent by equating a private company to a nation state.  In her view, the importance of the technology sector could have been acknowledged through hiring knowledge staff, rather than granting it a ‘unique political status’.

However, Professor Jan Stentoft, who researches the insourcing of technological production to Denmark, believes creating the ambassadorial post is a good idea. He explains:

We have much to offer these companies, but Denmark is a small country, and we obviously need to make ourselves noticed if we are to attract them to the country.

Marianne Dahl Steensen, CEO of Microsoft Denmark, also welcomed the creation of a digital ambassador position, but did acknowledge that the company ‘can hardly be equated with a nation’.

Should the UK introduce a digital ambassador?

By introducing a digital ambassador, Mr Samuelsen is taking a pragmatic approach to ensure Denmark is a key player in the international digital economy, as well as attempting to manage the impacts of an increasingly digital society.

Although appointing an ambassador for the technology sector poses philosophical and ethical questions, the UK should closely monitor how this new role develops and the potential benefits (and challenges) it brings for Denmark. In particular, if the new role is able to improve dialogue between technology companies and the security services on matters such as privacy, or help address the sector’s need for digitally skilled workers, then maybe introducing a digital ambassador is something worth exploring.


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Government Transformation Strategy 2017 to 2020: has it been worth the wait?

Whitehall, London

By Steven McGinty

On 9 Feb 2017, and after over a year of delays, the UK Government finally published the Government Transformation Strategy 2017 to 2020.

It’s been a long time since the Government Digital Strategy was published in 2012. Therefore, it’s understandable that politicians, industry leaders and media commentators have been frustrated by the lack of a new strategy in 2016.

In January 2017, Iain Wright MP, chairman of the Business, Energy and Industrial Strategy Committee (BEIS) warned that the UK risked being left behind and losing its competitive advantage in the digital economy because of its ‘absence of clarity and strategic focus’.

Similarly, Stephen Metcalfe, chairman of the Science and Technology Committee, wrote a letter to digital minister Matt Hancock highlighting his disappointment at the lack of a government digital strategy.

However, now that the Government Transformation Strategy is here, what does it say and will it have a lasting impact?

A brief overview

According to Ben Gummer, Minister for the Cabinet Office and Paymaster General, the Government Transformation Strategy is:

“The most ambitious programme of change of any government anywhere in the world, by a government that has already done more to transform itself than any other.”

It sets out the government’s aim to build on the success of the 2012 strategy, and to not only focus on improving the citizen experience but to change the way services are delivered. The strategy states that the government will achieve this by transforming:

  • Whole citizen-facing services – ensuring an improved experience for citizens, businesses and users within the public sector
  • Full government departments – enabling organisations to deliver policy objectives more flexibly, improving citizen experience, and working more efficiently
  • Internal government – supporting the collaboration of government departments and delivering digitally-enabled change more effectively

However, the majority of the strategy is structured around five main objectives:

Business transformation

Government departments have made significant progress over recent years.  The strategy explains that lessons have been learned through this service transformation process, and that there is now cross-government agreement on the key areas that transformation must focus on. These include bringing policy development and service design closer together and recognising that government services are delivered through a variety of channels (online, telephone and face-to-face).

Grow the right people, skills and culture

Since 2012, government departments have been recruiting digital, data and technology specialists to improve their digital capability. However, the strategy accepts that the public sector is working in a competitive market and that recruiting and retaining staff is likely to remain a challenge. Embedding a new culture is also identified as an important enabler of change, with several goals highlighted, including increasing civil servants’ knowledge of digital and improving digital experts’ understanding of government.

The Digital Academy, which was formed in 2014 by the Department for Work and Pensions (DWP), will be transferred (by the end of 2017) to the Government Digital Service (GDS) to create nationwide training opportunities for civil servants.

Build better tools, processes and governance for civil servants

Civil servants vary widely in how they work, including the digital technologies they use and their approach to policy development. The new strategy explains that the government will create a better working environment by developing common and interoperable technologies that can be shared across government and adopt a more agile working environment.

Make better use of data

Data is vital for providing services that meet the needs of citizens. However, the strategy emphasises that the government must earn the public’s trust in managing data safely, securely, and ethically.

Create shared platforms, components and reusable business capabilities

The government has already had some success in introducing shared platforms, such as GOV.UK – a publishing platform which brought together over 300 government agencies’ and arm’s length bodies’ websites within 15 months. The strategy outlines the steps to be taken to encourage the development of new technologies, including leaving large single contracts with IT firms – a practice which is deemed a barrier to providing better technologies for civil servants – and purchasing from a wider variety of suppliers, such as SMEs.

From digital to transformation

It’s important to note that the strategy’s title has changed: from a digital strategy to a transformation strategy.

Jane Roberts, strategy director at Kable, suggests that this reflects the government’s realisation that digitisation is not a process with a defined end date, but a ‘constant dynamic ongoing process.’ Government, says Roberts, now understands that digitisation involves more than just moving services online, and that whole scale change is needed, from encouraging civil servants to work more collaboratively (including sharing cross-governmental data), to digitising back office processes.

In addition, Roberts also highlights the need for digital services to be designed to cope with this dynamic process. This includes supporting the integration of new technologies – particularly those related to the Internet of Things (the use of internet technology to connect everyday items) – and responding to increased citizen demand for greater control over their personal data.

What does it mean for local government?

The Government Transformation Strategy makes no comment on the challenges facing local government. However, London Borough of Camden councillor, Theo Blackwell, suggests that the strategy leaves scope for a ‘digital settlement’ to be developed between central and local government. He observes that the strategy:

leaves the door open for this discussion to be starting and concluded in short order, kickstarted by elected mayors and combined authorities in May 2017, and building on the groundwork of the last two years”.

Mr Blackwell also sets out what needs to be done to achieve this digital settlement:

  • Support the ‘coalition of the willing’, as well as improvement – encouraging local councils who have already made progress with digital transformation to work together, as well as helping struggling councils to improve;
  • Open platforms and a new market for start-ups – enabling the development of platforms and smaller start-up companies;
  • Shared Resource – developing partnerships between local councils and central government, which fund digital initiatives jointly.

Missed opportunity

The strategy has also received a significant amount of criticism for its lack of detail and limited commitments. Independent digital analyst, Jos Creese, has described the strategy as:

“…a mix of re-packaged principles and refreshed ‘transformational government’ themes, coupled with some new but not revolutionary ideas.

Creese argues that there is a general lack of pace with government programmes, such as with GOV.UK Verify – an identity assurance platform that allows people to prove who they are when using government services. And – unlike Theo Blackwell – Creese believes that the lack of collaboration between central government and the wider public sector is a missed opportunity (particularly as 80% of public services are outside central government). In his view, the strategy should have addressed some of the fundamental challenges facing local services, such as healthcare and crime prevention.

Final thoughts

Although the Government Transformation Strategy has received a mixed response since it was first published, there are certainly positives which provide hope for the future. Firstly, it was important that the strategy was finally published to provide a clearer indication of the government’s future direction.  Secondly, in the coming months, the government will have the opportunity to provide greater clarity, and set out how they intend to achieve the praiseworthy objectives of the strategy and realise the full potential of digital transformation.


Follow us on Twitter to see what developments in public and social policy are interesting our research team. If you found this article interesting, you may also like to read our other digital articles

Urban bike sharing: a tale of two cities

Bike sharing schemes are now a familiar feature of the urban landscape. From Montreal to Marrakesh, London to Lublin, more than 1000 cities around the world are learning that bike sharing can play a supporting role in reducing congestion, cutting air pollution, improving citizens’ health and boosting their reputations as great places to live, work and invest in.

But not all bike sharing schemes are progressing at an equal pace. While some, such as those in Paris and London are moving into the fast lane, others are struggling to stay upright. In today’s blog, we look at how two different cities – Seattle and Dublin – are tackling bumps in the road to better bike sharing.

Seattle

In recent years, bike-sharing schemes have been springing up in cities all over the United States. Among the success stories is Washington, DC’s Capital Bikeshare programme, which is rapidly becoming an integral part of the city’s transportation system.

On the other side of the country, however, Seattle’s Pronto bike share scheme had a difficult birth. In its first year, people took 142,832 rides on Pronto bikes (the comparable figure for Capital Bikeshare was one million rides). A year after its 2014 launch, Pronto became insolvent, and Seattle’s city council bailed out the scheme at a cost of $1.4 million. Last year, the council announced that Pronto would cease operations in March 2017.

Pronto’s disappointing performance has perplexed cycling enthusiasts in the city. One Seattle bike blogger observed:

“Washington, D.C. is freezing in the winter and horribly hot in the summer, but they’ve blown past us, definitely on bike share and also on their rates of bike commuting.”

The factors behind the failure of Pronto have been the subject of considerable debate. Some have blamed it on compulsory helmet laws in the city, pointing out that similar rules in Melbourne also resulted in poor take-up of its bike share scheme. Others have put forward a range of theories, from poor cycling infrastructure and inadequate marketing to Seattle’s rainy climate and hilly topography. The city’s bicycle club also weighed in, arguing that the scheme’s small size, insufficient density of bike stations and prohibitive pricing structure put the brakes on what should have been a success story.

Bike sharing in Seattle may be down, but it’s not out. The city council is preparing to launch a successor to Pronto that will provide electric bikes and double the number of stations. There are still concerns that the mandatory cycle helmet rule may discourage take-up, although helmets will also be available for hire.

The council hopes the new scheme will be launched in summer 2017. It remains to be seen whether motorized cycles can kick start Seattle’s bike sharing journey.

Dublin

In contrast to Seattle, Dublin’s experience of bike sharing started off with positive results. Within seven years of its 2008 launch, the Dublinbikes scheme had 55,000 long-term subscribers and had recorded over 10 million trips. An expansion in 2013 took bike sharing stations beyond the core of the city and delivered an extra 950 bikes.

The popularity of Dublinbikes has continued to grow, but would-be users have often been frustrated by the lack of available bikes and delays in further expansions. Funding difficulties lie at the heart of the problem.

Dublin City Council contracted the outdoor advertising company JCDecaux to operate the Dublinbikes scheme. In exchange, the company was given the right to advertising space at a number of locations around the city. Dublinbikes also secured sponsorship from Coca-Cola, and managed to stay in the black for its first six years. However, the scheme has been running a deficit since 2015.

The stark figures tell their own story:

  • the Dublin Bikes scheme costs €1.9m to run
  • subscriptions and usage charges generate €1.2m
  • sponsorship by Coca-Cola is €312,000

Under its contract with JCDecaux, Dublin City Council must fill the €388,000 shortfall, but the council is itself under financial pressure.  Expansion of the scheme would cost €1.2m, with a further €500,000 a year of running costs for the additional bike stations.

To fulfil its side of the Dublinbikes deal with JCDecaux, Dublin City Council proposed the placement of advertising screens in the southeast of the city. However, these plans were thrown into question in August 2016 when Ireland’s national heritage organization lodged objections. One heritage officer described the proposed screens as “nasty” “contemptible”, “tacky” and “grossly offensive”. City councillors subsequently voted against installation of the screens, leading to concerns that the costs would have to be shouldered by bike users.

In November 2016, the annual Dublinbikes fee rose by €5 to €25. That’s still lower than annual membership of London’s more extensive Santander bike share scheme (£90), but there are now concerns that the price increase will exclude people on low incomes or unemployed people, who may have found the bike share scheme more affordable than getting around by car or public transport.

Overcoming spokes in the wheel

Seattle and Dublin have experienced different problems in establishing their urban bike sharing schemes. But it’s worth remembering that Washington, DC’s early bike share scheme suffered very low use rates, while Montreal’s first attempt at bike sharing went bankrupt. Today, DC’s Capital Bikeshare is among the most admired in the world, and is contributing to cuts in congestion. Meanwhile, Bixi, which now operates Montreal’s bike share scheme, is exporting its expertise to other parts of North America.

Clearly, successful bike sharing schemes require careful planning, public participation, adequate funding and – perhaps most important of all – time to grow.

More, better, faster: the potential of service design to transform public services

Découverte

For government at all levels – national, regional and local – the year ahead promises even greater challenges.  The need to provide more, better and faster services, using fewer resources, while responding to unprecedented levels of technological, demographic, and social change is greater than ever.

Increasingly, public sector organisations are taking an interest in the concept of service design as a means of responding to these challenges and developing better public services.

In this blog post, we provide an overview of service design and consider how it can contribute to public service innovation.

What is ‘service design’? 

Initially a private sector concept, ‘service design’ is an innovative approach that has successfully been applied to the public sector in order to ‘do more with less’.

The Service Design Network defines it as:

“the activity of planning and organising people, infrastructure, communication and material components of a service in order to improve its quality and the interaction between service provider and customers”

Some of service design’s key principles include:

  • the creation of services that are useful, useable, desirable, efficient, and effective;
  • the use of a human-centred approach that focuses on customer experience and the quality of the service encounter;
  •  the use of a holistic approach that considers in an integrated way strategic, system, process, and ‘touch-point’ (customer interaction) design decisions;
  • an implicit assumption of co-crafting services with users (e.g. co-production).

Approaching service design in this manner has a number of advantages, including improved knowledge of user requirements, lower development costs, improved service experience, and improved user satisfaction.

Indeed, in 2012, the UK Design Council has estimated that for every £1 invested in the design of innovative services, their public sector clients have achieved more than £26 of social return.

Service design in the public sector

How should service design be applied within the public sector?

A report by the Service Design Network, drawing on research by public service designers around the world, identified five areas of the public sector that are particularly relevant for service design:

  • policy making
  • cultural and organisational change
  • training and capacity building
  • citizen engagement
  • digitisation

The report presents a number of examples of the successful application of service design in the public sector.  Two such examples are highlighted below.

Case study: Transforming mental health services in Lambeth

The London borough of Lambeth was under pressure to cut mental health budgets by more than 20%, at the same time as experiencing double the average rate of prevalence of mental health issues in England. In response, it employed a service design approach to transform its model of care for people suffering mental health problems.

The transformation was achieved over several years. Lambeth incorporated the use of service design by introducing a social networking site called Connect&Do, employing in-house service designers and prototyping new services through a multi-agency hub for community-based wellbeing.

These have all contributed to making Lambeth an award-winning pioneer in participation and innovative, collaborative commissioning.

Case study: Transforming services for vulnerable people in Brent

Brent Council worked with a design partner to support the review of three areas: employment support and welfare reform; housing for vulnerable people; and regeneration.

The council also wanted to strengthen its internal capacity by developing an innovation hub and training a cohort of managers and officers in service design methods.

Three reviews were conducted in parallel by a multidisciplinary team of designers, researchers and managers. They conducted extensive research, including ethnographic interviews, observations, focus groups, pop-up community events, expert interviews, data analysis and visualisation. At key points, the teams came together to share insights and critique each other’s work as they progressed from research into idea-generation and prototyping.

The new innovation hub aimed to build staff capability, hold idea-generation events and provide an accepting environment for rule-breaking experimentation. It also included leadership development for innovation through specialist guidance of the senior management team.

Thinking outside the box

Service design encourages people to get alternative perspectives and develop creative solutions that go beyond their usual comfort zones. By doing so, it has the potential to positively transform public sector service delivery and improve efficiency. In effect, service design is all about viewing things from a different angle, which – as Albert Einstein observed – can often open up new possibilities:

“The significant problems we have cannot be solved at the same level of thinking with which we created them”


If you found this article interesting, you may also like to read our previous blog on service design.

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