Thursday, July 25, 2019

Public Sector Transformation Exhibition and ADKAR tool

To conclude the Public Service Week workshops, there was a Public Sector Transformation Exhibition held over the weekend at Our Tampines Hub to allow public officers to stay updated with the latest Public Service initiatives and various government services at each life stage.

This year, the exhibition aims to bring each public officer through everyday questions and issues across the minds of Singaporeans at key moments in their life so they could see how their work impact everyday lives of Singaporeans and the possible ways on helping their family, friends and themselves to live and perform better.

At this exhibition, there are service journeys to help public officers understand Singaporeans' needs from the citizens' perspectives. These processes will help organisations such as Active Health to create new products and services to improve the journeys for Singaporeans.

There are 12 Service Journeys that aim to enhance citizens' lives,

Working Adult
1. Active Health: A national movement to spur Singaporeans to take ownership of their health and wellness; help one another meet their goals; and to celebrate living together.
2. Future Outpatient Journey: Visits to public health institutions can be time consuming, confusing and tedious. This Service Journey shows how agencies worked together to better support caregivers, and make patients’ visits more pleasant and assuring through prototyping and experimentation.
3. Bouncing Back from Retrenchment: Recognising the needs of working adults, especially those out of work, agencies worked together to provide a seamless experience between job-seeking and skills upgrading.

4. Entering Parenthood: Citizens’ journey to becoming a parent is made less challenging through the Moments of Life (MOL) Application, which streamlined processes from registering a child’s birth, collecting baby bonus through to applying for a child’s library membership.
5. Supporting a Child in School: The “Parents Gateway” makes it easy and convenient for parents to stay informed on their child’s education journey and interact with their child’s school.

Golden Years
6. Active Ageing: The MOL Active Ageing application adopts citizen centric messaging to help seniors access multiple active ageing programmes across agencies and check on different government schemes/benefits through one common platform.
7. Leaving a legacy: The Leaving a Legacy Service Journey brought together stakeholders from both private and public sectors to co-deliver resources and services, helping citizens plan ahead for their passing.

Subsidary Journeys
8. National Service: National Service (NS) is the cornerstone of Singapore’s defence and security. Our national servicemen form the backbone of the Uniformed Services that keep Singapore safe and secure. There are various stages along the NS journey, from Pre-enlistment to becoming an Operationally Ready National Serviceman, each with its own set of processes and challenges. Using the Pre-enlistment journey as an example, MINDEF will showcase how they went about enhancing the Pre-enlistees’ experience as well as an interactive showcase of initiatives to enhance the NS experience.
9. Our RAMP-Up in Helping Needy Citizens: CPF Board, together with Ministry of Social and Family Development (MSF) worked on addressing appeals for early withdrawal of CPF monies by citizens with financial difficulties.
10. Volunteerism: Multiple agencies worked together to develop, which addresses the common need of agencies to recruit, manage and engage volunteers, as well as for volunteers to gain access to a wider range of volunteer opportunities and find like-minded people. This project also provided insights on how government can help facilitate and encourage more to volunteer.
11. Food Services Pilot: Business owners have to navigate a whole range of licenses, permits and other regulatory matters. As all the regulations are necessary, processes are reviewed and streamlined to make the experience smoother for business owners.
12. Rental of State Land: 10 agencies collaborated, reviewed and streamlined the fees, processes and services standards to collectively reduce regulatory time and cost for the processing of Temporary Occupation Licensing applications across these agencies.

Credits to PST Exhibition for the information.

At the end of the exhibitions, I was identifying new domains to look into, I was also having conversations with different associations for possible opportunities to collaborate and volunteer groups such as WeCare SG to see if we can work together to raise awareness for screen time.

There was a chat with the SportSG Assurance and Corporate team which I remember very clearly, the team is committed to Workplace Innovations and Culture Building. They want citizens workload to become easier and the workplace to be more fun, they hope to streamline work streams and prompt public officers to think 'how can I do better?' They shared a research model with me: ADKAR. It is a change management tool that can help identify why certain change of behaviours is difficult and why changes are successful while some are not. I feel that its quite applicable when I consider of my design approaches.

A: Awareness of need for change. 'Do people know that they are addicted to screens?'
D: Desire to support the change. 'Now that they are aware, are people willing to change? If yes, how strong is their desire to change?'
K: Knowledge of how to change. 'How can they go about with the change or to improve?'
A: Ability to demonstrate new skills and behaviours. 'Do they have the ability to change? Can they ease their screen-time usage? Are they required to check work emails on weekends? Do they need the convenience of Grab App? If they have the ability to go outside and buy food, why are they not doing so?'
R: Reinforcement to make the change stick. "How can they stay in the system? To find a support group? To keep repeating the habits until they're comfortable? How to sustain change?'

I can take this framework into consideration when I think of how I want to influence and affect change through my interventions, and it can allow me to determine how effective the interventions may be.

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