Keynotes

Digital Social Innovation: Taiwan Can Help

Speaker: Audrey Tang (Taiwan)

When we see “internet of things”, let’s make it an internet of beings. When we see “virtual reality”, let’s make it a shared reality. When we see “machine learning”, let’s make it collaborative learning. When we see “user experience”, let’s make it about human experience. When we hear “the singularity is near”, let us remember: the Plurality is here.

Trust, Simplicity, Use

Speaker: Gerry McGovern (Ireland)

Since 1997, Gerry McGovern has spoken about digital customer experience in almost 40 countries.

Designing Digital to meet User Needs

Speaker: Francis Maude (United Kingdom)

The Government Digital Strategy committed Departments to redesigning all existing Government services that serve more than 100,000 users each year. Maude’s office estimated that moving services from offline to digital channels could save approximately £1.8 billion a year. Between 2010 and 2015 savings in the UK Government’s running costs as a result of Maude’s Efficiency and Reform programme amounted to £52 billion.

Going the distance for people

Speaker: Mithula Naik (Canada)

The promise and power of design research is beginning to take hold in the Government of Canada. Extending far beyond sticky notes and fun design-jams, the value is in creating nuanced and inclusive government services that work for people. This talk focuses on going the distance for the people we serve by keeping in mind that our ability to create change depends on how well we craft our processes and how far we push existing conditions.

Five Dimensions of Value: The Benefits of Service Design in Government

Speaker: Christian Bason (Denmark)

Everybody seems to agree that service design can create more meaningful, joined-up and human-centred public services. But what kinds of value does service design ultimately bring to governments – and society?

Measuring service quality

Speaker: Willem Pieterson (The Netherlands)

Conference host Willem Pieterson will give the latest insights of the recent research conducted in The Netherlands to develop a new model to measure service quality, in an international perspective. (Due to unfortunate circumstances, keynote speaker Reinier van Zutphen is not able to attend the conference.)

European Perspective on citizen-centred digital government

Speaker: Esther Bodil Huyer (The Netherlands)

A government can empower individuals and organisations to make informed and conscious decisions, to realise existing potential and to enjoy the freedom of safety.

Closing thoughts: “Beware! Our past is killing our future”

Speaker: Jef Staes (Belgium)

In 1990, Jef Staes made a dramatic career switch from software engineer in digital telephony to training manager and Corporate Learning Officer. Since then Jef always wondered why today’s Educational System and Human Resources Management are not able to create the right learning and working environment, that enables and energizes passion for talents.

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Gebruiker Centraal

International Design in Government