Service design

Digital government? Sort of.

Laurence – Global Village Governance

Nothing ever quite beats the description of a service by somebody who has just used it – or tried to use it. This is a good example of the genre – applying for ‘National Super’ (or state pension) in New Zealand. As turns out to be the case surprisingly often, even if all or most of the steps work well enough individually, that’s still a very long way from the end to end service working well. And where, as in this case, one step in the process fails, the process as a whole goes down with it. One common problem, which we may also be seeing in this example, is that service providers are at constant risk of defining their service more narrowly than their service users do.

Future of work

What the future of work will mean for jobs, skills, and wages

James Manyika, Susan Lund, Michael Chui, Jacques Bughin, Jonathan Woetzel, Parul Batra, Ryan Ko, and Saurabh Sanghvi – McKinsey

Much is being written about how robots and automation either will or won’t displace lots of employment, often with breathless excitement as a substitute for thoughtful analysis. This report brings a more measured approach, in every sense. Its focus, as seems increasingly sensible, is less on the end point of change (which can’t be known in any case) and much more on the pace and direction of change. It also pays as much attention to the jobs which will be created as to those which might be displaced, which must be right as it is the net effect which really matters. The conclusion is that up to 2030, jobs will be created in sufficient number to offset the effects of automation – but that that overall stability may involve 375 million people around the world and 6.6 million in the UK being displaced from their current occupation, in part because an estimated 8 or 9% of jobs by 2030 being in occupations which haven’t existed before.