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Sharing design know-how in the Tax Office www.ato.gov.au
SEGMENT AUDIENCE DATE
Presented by: Kerry Moir Knowledge Manager ATO Business Solutions
Presentation to: KM 101, 25 May 2007
Sharing design know-how in the Tax Office
www.ato.gov.au
GENERAL EXTERNAL MAY 07
Sharing design know-how in the Tax Office www.ato.gov.au
Context
Sharing design know-how in the Tax Office www.ato.gov.au
The Tax Office
Approximately 21,500 staff at 30 June 2006
Lots of change
• The Change Program - $450 million IT refresh
• New client relationship management system (11 million taxpayers, and 2.5 million businesses, non-profit and government organisations)
• Single enterprise-wide case management system to replace more than 130 previous case management systems
• Around 100 new legislative measures in 2005/06
Sharing design know-how in the Tax Office www.ato.gov.au
ATO Business Solutions
Small business line – around 100 staff
• Responsible for ensuring good outcomes to change that has an impact on the experience of users – whether internal or external
• aligned with strategic priorities
• integrated with the rest of the tax system, and
• produce practical outcomes for both clients and staff
• ‘No dumb outcomes!’
Sharing design know-how in the Tax Office www.ato.gov.au
Integrated administrative design
Sharing design know-how in the Tax Office www.ato.gov.au
Integrated administrative design
ATO Common Business Language definition• ‘the methodology developed and tailored to assist the Tax
Office to design better outcomes for taxpayers and the organisation’
Development began in 2000
External assistance – Carnegie Mellon University in the US
Based on principles of industrial design – applied to administrative systems
Sharing design know-how in the Tax Office www.ato.gov.au
User-based design
Principles• Take a user-centred approach • Ensure delivery of the intent • Design the entire change • Make the design visible early
More info: Raelene Vivian, ‘Elements of Good Government Community Collaboration’, in Future Challenges for E-Government, vol 1, AGIMO 2004
Sharing design know-how in the Tax Office www.ato.gov.au
Who does design?
Specialist disciplines – individuals in particular roles (n≈100)
• Design facilitators• Information designers• User researchers & testers• Business analysts
Sharing design know-how in the Tax Office www.ato.gov.au
Also, distributed design areas
Cells of design specialists located within business lines• Micro Enterprises & Individuals• Small & Medium Enterprises• Large Business & International• Superannuation• Excise• People & Place
Sharing design know-how in the Tax Office www.ato.gov.au
Business Design Capability team
Building and supporting design capability• Knowledge sharing• Training programs• Relationship with distributed design areas• Workforce planning• Design graduate development program• Developing and documenting the design methodology
Sharing design know-how in the Tax Office www.ato.gov.au
Sharing design know-howEnriching and embedding design expertise to improve design
outcomes
Know-how = know-what, know-why, know-who, know-when, know-where
Sharing design know-how in the Tax Office www.ato.gov.au
Core design teams
Team 1
Design facilitator
Information designer
User researcher &
tester
Project manager
Business rep
IT
Team 2Design facilitator
User researcher &
tester
Business analyst
Project manager
Business rep
IT
Team 3
Information designer
Business analyst
Project manager
Business rep
IT
Sharing design know-how in the Tax Office www.ato.gov.au
Sharing know-how – within teams
Team 1
Design facilitator
Information designer
User researcher &
tester
Project manager
Business rep
IT
Team 2
Design facilitator
User researcher &
tester
Business analyst
Project manager
Business rep
IT
Team 3
Information designer
Business analyst
Project managerBusiness repIT
Sharing design know-how in the Tax Office www.ato.gov.au
Team 1
Design facilitator
Information designer
User researcher &
tester
Project manager
Business rep
IT
Team 2
Design facilitator
User researcher &
tester
Business analyst
Project manager
Business rep
IT
Team 3
Information designer
Business analyst
Project manager
Business rep
IT
Sharing know-how – within disciplines
Sharing design know-how in the Tax Office www.ato.gov.au
Team 1
Design facilitator
Information designer
User researcher &
tester
Project manager
Business rep
IT
Team 2
Design facilitator
User researcher &
tester
Business analyst
Project manager
Business rep
IT
Team 3
Information designer
Business analyst
Project manager
Business rep
IT
Sharing know-how – across teams and disciplines
Sharing design know-how in the Tax Office www.ato.gov.au
Sharing design know-how – the framework
1. Sharing project know-howSharing know-how
within core design
teams
2. Sharing methodology know-howSharing know-how
across core design
teams, disciplines
and business lines
3. Sharing specialist know-howSharing know-how
within specialist
disciplines
4. Sharing know-how across time and space
Sharing design know-how in the Tax Office www.ato.gov.au
Activities
Sharing design know-how in the Tax Office www.ato.gov.au
Acknowledgments
These initiatives are based on the work of a range of KM practitioners and authors
If something seems familiar to you – it probably is!
Sources• Nancy Dixon• ‘Learning to fly’, Collison & Parcell• Lend Lease ikonnect• Etienne Wenger – communities of practice
Sharing design know-how in the Tax Office www.ato.gov.au
1. Sharing project know-how
Capturing and sharing valuable lessons from design projects• Design Connect (learn before)
Connecting people with questions about doing design projects to people who can help provide the answers
• Mid-project and intent reviews (learn during)Informal reviews during a project to ensure it is on track
• Project debriefing (learn after)Capturing and sharing valuable lessons from design projects
PROJECT DEBRIEFING Sharing valuable lessons from design projects
1. SENSEMAKING
2. TRANSLATIONADAPTATION
– if required
3. SPREADING THE LESSONS – as appropriate
What was supposed to happen and what did happen?
What worked well and why did it work well?
What didn’t work well and why didn’t it work?
What did we learn that would be useful to other projects, and what is the best way to share those lessons?
This is what we learnt from the project?
How did you approach that bit of it?
Tell us more about that aspect
What is the best way to share these lessons more widely?
‘Project on a page’Update Design HandbookPresentation to a CoPVideo interviewPosting to Knowledge ExchangeStorySkill builderInclude in Design Guide… etc …
We think that what you learned on your project would be really helpful in our project. We’ll tell you what our issues are, then you can tell us more about your experience and together we can discuss how we might adapt it to our project
More connecting, less collecting
Design
Connect
PROJECT DEBRIEFING Sharing valuable lessons from design projects
1. SENSEMAKING
2. TRANSLATIONADAPTATION
– if required
3. SPREADING THE LESSONS – as appropriate
What was supposed to happen and what did happen?
What worked well and why did it work well?
What didn’t work well and why didn’t it work?
What did we learn that would be useful to other projects, and what is the best way to share those lessons?
This is what we learnt from the project?
How did you approach that bit of it?
Tell us more about that aspect
What is the best way to share these lessons more widely?
‘Project on a page’Update Design HandbookPresentation to a CoPVideo interviewPosting to Knowledge ExchangeStorySkill builderInclude in Design Guide… etc …
We think that what you learned on your project would be really helpful in our project. We’ll tell you what our issues are, then you can tell us more about your experience and together we can discuss how we might adapt it to our project
More connecting, less collecting
Design
Connect
PROJECT DEBRIEFING Sharing valuable lessons from design projects
1. SENSEMAKING
2. TRANSLATION ADAPTATION
– if required
3. SPREADING THE LESSONS – as appropriate
What was supposed to happen and what did happen?
What worked well and why did it work well?
What didn’t work well and why didn’t it work?
What did we learn that would be useful to other projects, and what is the best way to share those lessons?
This is what we learnt from the project?
How did you approach that bit of it?
Tell us more about that aspect
What is the best way to share these lessons more widely?
‘Project on a page’Update Design HandbookPresentation to a CoPVideo interviewPosting to Knowledge ExchangeStorySkill builderInclude in Design Guide… etc …
We think that what you learned on your project would be really helpful in our project. We’ll tell you what our issues are, then you can tell us more about your experience and together we can discuss how we might adapt it to our project
More connecting, less collecting
Design
Connect
PROJECT DEBRIEFING Sharing valuable lessons from design projects
1. SENSEMAKING
2. TRANSLATIONADAPTATION
– if required
3. SPREADING THE LESSONS – as appropriate
What was supposed to happen and what did happen?
What worked well and why did it work well?
What didn’t work well and why didn’t it work?
What did we learn that would be useful to other projects, and what is the best way to share those lessons?
This is what we learnt from the project?
How did you approach that bit of it?
Tell us more about that aspect
What is the best way to share these lessons more widely?
‘Project on a page’Update Design HandbookPresentation to a CoPVideo interviewPosting to Knowledge ExchangeStorySkill builderInclude in Design Guide… etc …
We think that what you learned on your project would be really helpful in our project. We’ll tell you what our issues are, then you can tell us more about your experience and together we can discuss how we might adapt it to our project
More connecting, less collecting
Design
Connect
PROJECT DEBRIEFING Sharing valuable lessons from design projects
1. SENSEMAKING
2. TRANSLATIONADAPTATION – if required
3. SPREADING THE LESSONS – as appropriate
What was supposed to happen and what did happen?
What worked well and why did it work well?
What didn’t work well and why didn’t it work?
What did we learn that would be useful to other projects, and what is the best way to share those lessons?
This is what we learnt from the project?
How did you approach that bit of it?
Tell us more about that aspect
What is the best way to share these lessons more widely?
‘Project on a page’Update Design HandbookPresentation to a CoPVideo interviewPosting to Knowledge ExchangeStorySkill builderInclude in Design Guide… etc …
We think that what you learned on your project would be really helpful in our project. We’ll tell you what our issues are, then you can tell us more about your experience and together we can discuss how we might adapt it to our project
More connecting, less collecting
Design
Connect
Sharing design know-how in the Tax Office www.ato.gov.au
Sharing design know-how – the framework
1. Sharing project know-howSharing know-how
within core design
teams
2. Sharing methodology know-howSharing know-how
across core design
teams, disciplines
and business lines
3. Sharing specialist know-howSharing know-how
within specialist
disciplines
4. Sharing know-how across time and space
Sharing design know-how in the Tax Office www.ato.gov.au
2. Sharing methodology know-how
Sharing the design principles and methodology across projects and specialisations and business lines
• Design CafésConversations to share insights and explore the design principles and methodology
Sharing design know-how in the Tax Office www.ato.gov.au
Sharing design know-how – the framework
1. Sharing project know-howSharing know-how
within core design
teams
2. Sharing methodology know-howSharing know-how
across core design
teams, disciplines
and business lines
3. Sharing specialist know-howSharing know-how
within specialist
disciplines
4. Sharing know-how across time and space
Sharing design know-how in the Tax Office www.ato.gov.au
3. Sharing discipline know-how
Sharing knowledge and expertise within design specialisations
• Communities of practice (CoPs)Self-organising learning communities to develop and share knowledge and skills
• Mentoring
AGENDA – Information Design Mentoring Day
Date 18th August 2006
Venue To be assessed
Time From 8.45am – 5.00pm
Facilitator Ru Bechler
Come up with any questions you have for the ‘design guru’, Peter Jones. These could be about information design or design in general and send to [email protected]
If anyone is interested in presenting an information design case study please send an email with details to [email protected]
NOTE – this case study can be about something that worked well or something that didn’t work, sometimes we learn more from what didn’t work!
TIME
WHAT?
WHO?
8.45 – 9.30am
Coffee
Introductions
Icebreaker
Ru Bechler
9.30 – 10.30
Questions and answers session
Peter Jones
MO
RN
ING
TEA
BR
EA
K –
15
MIN
UTES
10.45 – 12.15
How your brain works?
Tony Fettes
Shah Bahpyu
13.15 – 15.15
Information Design Competition
Peter Jones
LU
NC
H –
1 H
OU
R
Find out all the answers to those burning questions you had about design and information design
Learn more about your brain
Put your skills to the test, working in teams you will complete a real information design task. debrief & learn from your colleagues
15.30 – 16.00
Case Study
Shah Bahpyu
Roz Martiniello
A volunteer will talk about an information design task they have had to complete. Any learnings, how they completed it and how they would do it differently
Meet the other information design practitioners
AFTER
NO
ON
TEA
BR
EA
K –
15
MIN
UTES
16.00 – 17.00
Talk by consultant Olivia Sainsbury
Olivia Sainsbury
Olivia will talk to us about her experience in the consulting world with information design
17.00
HOME TIME!
If people are interested we can go for a well deserved drink!
If Peter is in a good mood he might just put some money on the bar!!
Feel free to come dressed casually
Lunch is not provided
About the Day… Action Items for YOU… Note
Sharing design know-how in the Tax Office www.ato.gov.au
Sharing design know-how – the framework
1. Sharing project know-howSharing know-how
within core design
teams
2. Sharing methodology know-howSharing know-how
across core design
teams, disciplines
and business lines
3. Sharing specialist know-howSharing know-how
within specialist
disciplines
4. Sharing know-how across time and space
Sharing design know-how in the Tax Office www.ato.gov.au
4. Sharing know-how across time and space
• Design Resource Centre
• Recordkeeping improvement project
Sharing design know-how in the Tax Office www.ato.gov.au
Recordkeeping improvement project
• New share drive structure – functions based
• Printed & online guide
• Face-to-face training for all staff• Principles & responsibilities• Share drive structure
• Monitoring
• Ongoing awareness & communication
Sharing design know-how in the Tax Office www.ato.gov.au
New share drive structure – evaluation
Easier to find records I have filed
0
2
4
6
8
10
12
Strongly agree oragree
Neutral Disagree or stronglydisagree
Easier to find records filed by other people
0
2
4
6
8
10
12
14
Strongly agree oragree
Neutral Disagree orstrongly disagree
Sharing methodology know-how
Sharing project know-how
Sharing discipline know-how
Design Connect (learn before)
Mid-project and intent reviews(learn during)
Project debriefing (learn after)
Communities of practice
Mentoring
Design Cafés
Sharing Design Know–How (know-how includes know-what, know-why, know-who, know-when, know-where)
Sharing design know-how across time and space
Design Resource Centre
Recordkeeping improvement project
Knowledge Management
