question we ask ourselves is , ' why can ' t we do it on ServiceNow ?'.”
From eCommerce to eGovernment : inspirations from the private sector Bob Leek didn ' t grow up in public services . Soon , it will be his 10th year as a leader of county services , but his background is in retail – working for a company called egghead . com during the dot com era – and then for Kaiser Permanente , one of the largest healthcare companies in the United States , for a further ten years . This movement from digital and gargantuan private companies to public services has endowed him with a perspective that could be greatly beneficial to the delivery of public services .
Orienting himself in this direction , he asks : “ What does Kaiser do ?”
“ Well , it delivers services to a patient .
“ I ' m not sure that people have thought about the local government services ' sector in the same way as the private sector , but now the availability of technology in local government means that we could really do that ”
BOB LEEK CIO , CLARK COUNTY
Kaiser ' s model is all about preventive care , and the question is how they can deliver preventive care so that patients never have to actually go into a hospital or an emergency department . So the mindset was always around what is now called ‘ user-centred design ’.”
User-centred design tries to optimise the product or service around how users can , want , or need to use the product , preventing users being forced to change their behaviour and expectations to accommodate the product . “ Kaiser ' s entire model is essentially around user-centred design .”
This is where Leek ’ s background now finds its feet : in the context of a nonprofit , usercentred design principle . There are over 3000 counties in the United States , and Leek ’ s vision is that Clark County could have a service model that could be scaled down to a county that has far fewer residents .
In local government , there ’ s a real opportunity to connect from within an organisation to the public in the delivery of services . Other industries have been doing this for years , if not decades .
“ When you think about the retail industry ”, says Leek , “ the online ecommerce
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