The Service Innovation Lab

The Lab is an all-of-government neutral space enabling agencies to collaboratively innovate to make it easier for people to access government services. It's a design & development lab to experiment, drive and enable the systemic change of government for the benefit of society. We are providing a way to direct public funding to systemic improvements, horizontal efforts around shared goals, capability uplift, high value reusable components and actionable innovation for all participating agencies.

Innovation Summary

Innovation Overview

Our focus is to always to collaborate and enable greater innovation throughout the public service in the course of our work, The Service Innovation Lab, working with agencies and partners across New Zealand, provides a good example of how genuine collaboration around shared goals can drive better outcomes for everyone.

During the 2017-18 financial year (its first) the Lab completed all deliverables. The team also explored the unique value proposition of the Lab which will help inform the cross-agency governance bodies on what work is best done through the Lab.

During the year we looked at emerging technologies and trends and their implications for government and we explored system barriers and opportunities for genuine digital transformation of the New Zealand public sector.

In June 2018, the Service Innovation Working Group (SIWG, the Lab oversight governance body) agreed to increase support for the Service Innovation Work Programme, including work done in and with the Lab, for initiatives agreed by the Service Innovation Reference Group (SIRG).
This vote of confidence, especially in the absence of a requirement for agencies to fund the work programme, speaks volumes about the confidence generated in the Lab and work programme as a means for agencies to accelerate the design and delivery of better services for the people of New Zealand Aotearoa.

The Lab is a credit to the Service Innovation Reference and Working Groups (our cross agency governance groups), the agency teams and partners who came together with the Lab around building better services for people around life events and proactive entitlements, and the dedicated Service Innovation team who have worked to deliver and support both an environment conducive to genuine collaboration, and a highly skilled workforce to support service innovation.

The Lab has had a good year moving through start-up phase to a small scale operational team that can support agencies in the design and development of better public services. A highly skilled team has been established around the key goal of improving government services for New Zealanders. It also aims to enable systemic transformation of the public sector through collaboration and apply design and development best practices with a whole of system, user journey and life event based lens. The team has operated under great uncertainty but delivered above expectations to prove the value of such a cross-agency function as an enabler of genuine service innovation.

The work and the way of working (openly) generates a continuous pipeline of opportunities which will continue to be presented to SIRG each meeting for discussion and prioritisation, where the opportunities align with and complement the work programme as agreed.

Innovation Description

Innovation Development

Innovation Reflections

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