COLLABORATIVE INNOVATION IN
SERVICE DELIVERY
Singapore, 1-3 November
Concept note
BACKGROUND
Government, civil society and private sector often do not work together collaboratively for reasons that are both
intrinsic and extrinsic to them. Obvious differences in ethos and purpose often translate into uneasy alliance to
deliver public goods. But when the balance between collaboration and competition is right, the results for citizens
can be remarkable: blending relationships, democracy and productivity to drive social purpose. The adoption of a
citizen-centric worldview in policymaking and service design is a manifestation of the fundamental commitment
to citizens’ participation in governance. Devolution offers a huge opportunity for health, care and support
systems to be re-shaped. But strategic plans will remain a fiction unless the capacity to collaborate across care
settings and service silos is developed in a systematic way. Engaging the ‘unusual suspects’ in the design of
services is fundamental to the next phase of public service reform. It underpins demand management, enables
communities to hold services to account, and encourages the disruptive innovation that is necessary to drive
change from the outside in.
PURPOSE: The event responds to demand and interest in the topic from UNDP colleagues. It will explore
examples that can be adapted and applied to your context. Overall objectives are:
Ø To identify synergies, challenges and lessons learned in building collaborative approaches to public service
delivery within UNDP networks and beyond;
Ø To examine relevant main policy initiatives in Singapore, a global leader in this field, and consider the lessons
from its organizational and leadership culture and ethos;
Ø To begin to help participants in designing strategic opportunities for collaboration.
By the conclusion of the workshop, participants should have acquired:
1
•
an enhanced ability to develop cross-sector and cross-agency collaboration in different contexts;
•
Insight on cutting edge efforts in Singapore designed to build social capital and improve public outcomes
through collaboration.
Participants will also learn more about GCPSE, its current work, comparative advantages and evolving agenda.
EXPERTISE: The workshop will be facilitated by a dynamic world-class expert in this field. Dr. Henry Kippin
who runs an internationally influential think tank on collaboration, is visiting fellow at the University of London
and at Newcastle University Business School, managed the Commission on 2020 Public Services and has
published widely in this area, including Public Services: A New Reform Agenda.
Renowned speakers: Dr. Catherine Mangan, Director of the Public Service Academy, University of
Birmingham; leaders of Singaporean NGOs, private sector.
TARGET AUDIENCE: social entrepreneurs, researchers and academics on various aspects of governance,
startupers, development practitioners;
*Participants will also get a unique chance to interact with Singaporean social entrepreneurs, NGOs, learn from practical
experiences in Singapore, visiting its flagship Yellow ribbon project
Queries regarding the programme can be directed to:
Aziza Umarova ( Advisor) [email protected]
T: +65 6908 1063 / F: +65 6774 4571 / skype: aziza.umarova
VENUE
Plenary Room, UNDP Global Centre for Public Service Excellence (GCPSE)
29 Heng Mui Keng Terrace, Block A, #08-01, Singapore 119620
AGENDA
DAY 1 (1/11) – BUILDING COLLABORATIVE CAPACITY
0830
0900
Registration and welcoming coffee
Opening remarks by Max Everest-Philips, Director of the GCPSE
Intro, purpose, agenda by Aziza Umarova
0930
SESSION 1: Collaborative Innovation in Delivery: lessons from Singapore
 Introduce participants to Singapore, its economic and political history, its main policy
initiatives and its organizational and leadership culture and ethos
 Long term planning and foresight
 Sustaining reform: motivating public servants
 Singapore Smart Nation journey (eGovernment, big data, social media)
1030–Podium Discussion


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Saleemah Ismail, social entrepreneur
National Volunteer&Philantropy Center

11 45
Linda Chandler, Microsoft Smart Cities
Break/Group photo
1200
SESSION 2: Collaborative Capacity in Public Services: what do we mean?
45 minute presentation introducing the concept of collaboration, some of its key determinants, the
UNDP/Collaborate framework and some illustrative cases. Then rolling audience discussion
1330
Lunch break
1430
SESSION 3: Building collaborative capacity (1) - deepening our understanding
Structured session splitting into 4 groups, each with some interactive material to work with. Each
group will be asked to consider a strand of the collaborative framework, and discuss:
(1) what good, best or ‘good enough’ practice looks like?
(2) what the barriers are to achieving this?
(3) what are the opportunities and enablers?
1600
SESSION 3: Building Collaborative Capacity (2) – interdependencies
During this session we will ask the groups to think about the interdependencies between their strand of
the framework and the others – e.g. what does the outcomes group need from the accountability group
to make it work? This will allow us to create a 4x4 matrix that can be used as a working template for
session 4.
30 minutes in-group, plus 30 minute plenary.
1730
Completion of Day
DAY 2 (2/11) – SINGAPOREAN EXPERIENCE IN COLLABORATION
0900
Intros & recap
0915
SESSION 4: Making it Real – working on a real-life complex case study
Introduction of real in-country case study (Q&A and with associated materials)
Participants will be asked to:
(1) work initially in their groups to use the framework to define tasks and dependencies (20 mins)
(2) bring 2 groups together (outcomes & accountability; alignment & delivery) (20 mins)
(3) then whole group (20 mins)
Through this process we will be asking them to effectively design an end-to-end collaborative approach
using the framework, (make it practical and visual)
1100
SESSION 5: Group Presentations & feedback
Groups to present (either together or as small groups, depending on size), then whole group discussion
about reflections, any lacks/absences, what next and GCPSE role supporting them.
1300
Lunch break
1345
Departure to Yellow Ribbon project site by bus (provided)
1415
Masterclass 1 – Yellow Ribbon project – working across government, business and civil society (with site
visit)
The Yellow Ribbon Project (YRP) seeks to engage the community in giving ex-offenders a second
chance at life and to inspire a ripple effect of concerted community action to support ex-offenders and
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their families. It aims to improve the effectiveness of rehabilitation of ex-offenders in Singapore through
rehabilitation initiatives to help them reintegrate into society
1700
Close of Day 2
DAY 3 (3/11)- LEARNING JOURNEY TO SINGAPORE
1000-
SESSION 6: What does it take Civil servant in the 21 Century to innovate and
collaborate?
 Catherine Mangan, Director of the Public Service Academy, University of Birmingham:
What roles and skills do we need from our 21st century public servants?
 Heather Lyne de Ver, Developmental Leadership Program, University of Birmingham:
Leadership for transformational change – lessons from Africa.
 Niheer Dasandi, Developmental Leadership Program, University of Birmingham: Building
Reform Coalitions: Lessons from Myanmar
Q&A
1200
4
Wrap up