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Leveraging pilots/ MVP agile delivery approaches helps understand if the future design is sustainable and within appetite. An example- flexible complaint ownership model pilot might:

Innovation Loop

Faster resolutions

Better member experience

Greater organisational learning

Increased support for expansion

Balancing Loop

Governance oversight

Risk monitoring

Defined escalation triggers

Compliance reviews

Together they allow experimentation without exposing members or the organisation to unacceptable risk.

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The delay between implementing improvements and seeing complaint volumes fall can be several months. During that period, leaders may incorrectly conclude that the actions are not working and introduce additional controls or interventions that create unnecessary complexity. Setting expected benefit realisation timeframes and anticipated success measures at decision time help mitigate this.

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Working in Government can often make innovation difficult as there are more factors to consider especially when dealing with AI.  This can frustrate employees and lead to staff turn over which causes instability.  We have tried to build our own in house systems to help avoid these issues.  

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Working in Government can often make innovation difficult as there are more factors to consider especially when dealing with AI.  This can frustrate employees and lead to staff turn over which causes instability.  We have tried to build our own in house systems to help avoid these issues.  

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There are consistently time delays in my organisation as it is a Government organisation there are many elements of the system each having to be "approved"  often the issue has evolved and the response needs changing before the first approval has been given. 

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There are consistently time delays in my organisation as it is a Government organisation there are many elements of the system each having to be "approved"  often the issue has evolved and the response needs changing before the first approval has been given. 

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Innovation is critical for all businesses. Change is inevitable, and change is often pushed back by employees. Innovation can have a positive effect on new customers, can make employees more efficient and result in positive workplace culture.

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Time delays can be crucial and can deter clients away. They can have an immediate effect on the bottom line and will make directors nervous about the effect on long term sustainability.

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Budget constraints on hiring create challenges for innovation. In R&D we need to hire in specific expertise to drive innovation, in order to demonstrate capability in order to attract external investment. In this context, the overarching stability and control levers that apply to operational salary budgets put a brake on innovation.

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In my organisation there are long time lags in measuring the success of strategic quality improvement objectives (outcomes measured annually). There is a strong focus on putting incentives in place to lead to quality outputs, which can deliver the 'success to the successful' archetype. Due to the time it takes to gather sufficient feedback data (e.g. 3 years), the unintended consequences (e.g. overrepresentation of male, senior roles, etc) in the outcomes can reinforce existing stereotypes of what success looks like.

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In balancing the need for innovation as well as business as usual in competitive and rapidly changing markets, it is important to recognise the different operating archetypes and mitigate these appropriately. Overarchingly the organisation should have clarity on what its strategy is (eg grow existing product in new markets, develop new products etc) and allocate resources appropriately for the strategic intent. Where innovation is required, separate resource allocation (eg project personnel, IT support) might be allocated to avoid the Tragedy of the Commons archetype, whereas competitive pressures might require monitoring for escalation tendencies and mitigants to maintain balancing loops.

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Time delays can cause directors to get nervous that strategic interventions are not working and they can shift strategies too quickly for any implementation to work its way through the system. For example a shift into a new market might be abandoned too quickly because of a longer sales period meaning marketing investment takes longer to be realised.

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Innovation is important to set an organisation apart from its competitors and gain advantage in a resource-limited market by looking for more efficient and effective ways to undertake business. However, innovation can sometimes impact the stability and control of an organisation by producing short term neutral or negative outcomes while the organisation and its customers and stakeholders adjust to the new working environment and output. Innovation is also notorious for shifting an organisation’s focus and resources from strategic priorities which set long-term performance to operational yet aspirational adaptations (the ‘new shiny object’ effect).

Applying a combination of the growth and underinvestment reinforcing loop and the eroding goals balancing loop would be ideal in this situation. The growth and underinvestment reinforcing loop allows for identification of innovative practices while determining where further investment needs to be made in order to maintain successful innovation and positive gains for the organisation. The eroding goals balancing loop ensures the short term innovation gains do not negatively impact the organisation’s ability to remain on track for achieving its long term strategic priorities.

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One of the key issues within my organisation is the capability of staff to implement whole of Agency processes. An example of this is data literacy. While we are a digitally focused organisation and have had a Data Governance Framework in place for almost 2 years, data literacy across staff remains low and decision making is yet to fully incorporate data management and analysis considerations. This is due to the time delay in the responsible section providing training and awareness which then delays increased understanding by staff and whole of Agency uplift.