Digital Transformation and Public Services

Front matter

Digital Transformation and Public Services

Through a series of studies, the overarching aim of this book is to investigate if and how the digitalization/digital transformation process affects various welfare services provided by the public sector, and the ensuing implications thereof. Ultimately, this book seeks to understand if it is conceivable for digital advancement to result in the creation of private/ non-governmental alternatives to welfare services, possibly in a manner that transcends national boundaries. This study also investigates the possible ramifications of technological development for the public sector and the Western welfare society at large.

This book takes its point of departure from the 2016 Organization for Economic Co-operation and Development (OECD) report that targets specific public service areas in which government needs to adopt new strategies not to fall behind. Specifically, this report emphasizes the focus on digitalization of health care/social care, education, and protection services, including the use of assistive technologies referred to as “digital welfare.” Hence, this book explores the factors potentially leading to whether state actors could be overrun by other non-governmental actors, disrupting the current status quo of welfare services.

Contents

List of figures viii List of tables ix Notes on contributors x Foreword: digital transformation of public

services — how and why? XX

FRANCIS ANDREW GAFFNEY

PART II Education

9 Educational technology (EdTech): unbounded opportunities or just another brick in the wall?

CORMAC MCGRATH AND ANNA ÅKERFELDT

10 Education at the intersection: a practitioner”s view of the effect of digital transformation on public education STEPHEN MAHALEY

PART III Citizen protection

11 Citizen protection: a capabilities and intentions framework MARK A. CONLEY AND EMILY NAKKAWITA

12 Societal security: how digitalization enables resilient, agile, and learning capabilities ARNE NORLANDER

13 Digital identity — beyond verification: to a transparent (decentralized) system for data and identity monitoring and control CLAIRE INGRAM BOGUSZ

PART IV Future of the welfare state 14 Cashless: a dead end for Sweden?

BJÖRN ERIKSSON AND ULRIKA SANDHILL

15 Future consumption of welfare services: how the change in consumer expectations will affect offerings and business models in welfare CHARLOTTE MATTFOLK AND LINA EMFELDT

Contents

The trust revolution: blockchain’s potential to resolve institutional inefficiencies?

ALEJANDRO MORENO PUERTAS AND ROBIN TEIGLAND

The future of the nation-state: how the nation-state can find a way through digitalization MATS LEWAN

Digitalization has changed the foundation of the democracy OLLE WASTBERG

Conclusion: digital welfare — now and forever?

ANTHONY LARSSON AND ROBIN TEIGLAND

Afterword: technology — the solution to all welfare challenges? NICHOLAS FORTUGNO

Index vii

Figures

2.1

2.2

Number of telemedicine visits in Sweden, June 2016 to December 2017

Number of telemedicine visits according to age, June 2016 to December 2017, thousands

Governmental organizations responsible for Sweden”s eHealth strategies

Forms of public-private collaboration

Market movement on the cold—hot continuum

Research framework

Private and public “About Us” statements

Organizational agility as a product of chaos and order

A model of agile organizational capability

The agility value chain

How data are collected, cleaned, and sold in 2019

The different scenarios and their main traits

Blockchain investments

The innovation loop

Tables

Examples of health care apps in Sweden, the UK, and the US Share of telemedicine visits compared to population shares, 2016-2017

Overview of interview respondents

Obstacles to collaboration

List of interviewees

Sources of primary data

Challenges to implementing digital services for social care in Sweden

Survey of digital learning strategies at a selection of Swedish universities

Citizen Protection LIWC dictionary

Military, armaments, and defense

National defense

Polling indicates low trust and confidence in government Occurrences of performance degradation or failure of digitalization-enabled agility

Some typical digital identity verification services in use

Characteristics of commonplace digital identity management services

A comparison of the emerging models of data control, use, monetization, and interoperability

The characteristics of the existing “data-for-services” model, against the emerging “controlled model” of data use and control List of participants

23 42 49 60 130

229 246

Contributors

Editors

Editor-in-chief

Anthony Larsson (Ph.D.) is a researcher at the Stockholm School of Economics Institute for Research (SIR), Sweden. He holds a Ph.D. from Karolinska Institutet, Sweden. He also holds an MBA and M.Sc. degrees in political science, social anthropology, and business administration and economics respectively, as well as an associate degree in psychology. His recent work includes the books The Rise and Development of FinTech: Accounts of Disruption from Sweden and Beyond (2018), Too Big to Fail? A Case Study of the Rise and Fall of a Medical Research Infrastructure (2018) and The Digital Transformation of Labor: Automation, the Gig Economy and Welfare (2020), as well as a number of research papers. His research interests include innovation management, medical science, digitalization, customer loyalty, bank marketing, management, organizational behavior, organizational branding, stakeholder analysis, entrepreneurship, and qualitative research methods. A Routledge Featured Author, you may follow his research at www.routledge.com/authors/ i18347-anthony-larsson or via his Amazon.com author page at www.amazon. com/author/anthonylarsson.

Editor

Robin Teigland (Ph.D.) is Professor of Management of Digitalization in the Entrepreneurship and Strategy Division at the Department of Technology Management and Economics at Chalmers University of Technology, Gothenburg, Sweden. She is also Professor of Business Administration with a specialization in strategic information systems management at the Stockholm School of Economics (SSE), Sweden. She is also a member of the Royal Swedish Academy of Engineering Sciences. Robin has more than 20 years of research experience within social networks, strategy, innovation, entrepreneurship, and startup ecosystems. In particular, she is interested in how the convergence of disruptive technologies influences value creation in society as well as disrupting long-standing institutional structures. Robin is also an impact entrepreneur, having recently started

Contributors xi a blue circular economy project and an ocean tech hub in Peniche, Portugal, that focuses on enabling regional development in coastal communities through digitalization. In 2017, 2018, and 2019 she was listed by the Swedish business magazine Veckans Affärer as one of Sweden’s most influential women, primarily in technology. In her free time, she likes to “play” with her five kids as well as surf, and help run her surf school, Go4surf, at her favorite beach in Peniche.

Contributors (in order of appearance)

Francis Andrew Gaffney is Professor of Medicine (Emeritus) at Vanderbilt University School of Medicine in Nashville, Tennessee, USA. Since 2001, he has also served as a guest professor at the Department of Learning, Informatics, Management and Ethics (LIME) at Karolinska Institutet, Sweden. From 1984 to 1991, he served as a NASA astronaut. In June 1991, he participated as a payload specialist on the STS-40 mission and flew aboard the Space Shuttle Columbia, where he performed biomedical experiments during its nine-day mission. Simultaneous experiences as an academic cardiologist and NASA astronaut created a lifelong focus on combining medical informatics and highreliability organizational practices to make medicine both safer and more efficient. He currently has more than 80 publications in the areas of cardiovascular regulation and space physiology. In his spare time, he enjoys sailing and traveling. When not working or traveling, he divides his time between his homes in Berkeley and Nashville and his sailboat in Carloforte, Sardinia.

Marten Blix (Ph.D.) is a research scholar at the Research Institute for Industrial Economics in Sweden. He is frequently invited to give seminars and has recently been interviewed by the New York Times, the Economist, and the Stiddeutsche Zeitung. His work focuses on understanding the effects of digitalization and structural change. His recent work includes the book Digitalization, Immigration and the Welfare State (2017). He has a Ph.D. in Economics from Stockholm University and an M.Sc. in Econometrics and Mathematical Economics from the London School of Economics (LSE). He has held several senior management positions, including director for the division of budget totals in the Swedish Ministry of Finance, chief economist at the Ministry of Industry, and advisor at the Swedish Central Bank; he has also worked at the European Central Bank and been secretary to the Swedish Prime Minister in the Commission on the Future Challenges of Sweden.

Johanna Jeansson is an economist and macroeconomic expert at Sweden’s leading business daily, Dagens Industri. She is a regular columnist in the paper, a recurring guest in Dagens Industri’s TV studio, and a frequent participant in podcasts about macroeconomic trends, financial markets, and politics. She has written several articles about the effects of digitalization in Swedish health care. She holds a Master of Economics and a Master of Political Science from the University of Lund. She has worked as an analyst and economist, both in the private and public sectors, most recently at Nordea — the largest Nordic bank — the Swedish Ministry of Finance, and the Swedish Central Bank.

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Contributors

Olivia Elf is a management consultant at McKinsey & Company in Stockholm,

Sweden. She holds an M.Sc. in International Business from Stockholm School of Economics and CEMS Master in Management from Copenhagen Business School, Denmark, with additional studies at Sciences Po, France. Her professional experiences include working in the financial sector and in consulting. Olivia is also an entrepreneur; in 2015, she founded her first company, “Ob- La-Di Café,” a café located in Paris, France (named “the best café in Paris” by various critics such as Vogue.com and LeFigaro.fr). She has previously founded a volunteering project in India, aimed at improving the social situation of women in small villages around Kanha National Park by donating and instructing the local women in using solar cookers. People, diversity, and education are some of the topics that motivate Olivia the most. In her spare time, Olivia enjoys travel, cooking, reading, and spending time in the forest. She keeps a keen interest in fitness and is an avid runner. As such, she has served as pacer for several run clubs over the years. Olivia is also a staunch Francophile and speaks French fluently.

Corinna Gross is an M.Sc. student in international business at the Stockholm

School of Economics, Sweden, while simultaneously pursuing the renowned CEMS Master in International Management. She holds a B.Sc. in International Business from Maastricht University School of Business and Economics, where she graduated cum laude. She is broadly interested in understanding the impact of digital developments on organizations, industries, and societies. Still in the early stages of her career, she gained her first professional experiences by working in management consultancy as well as in the start-up scene. Originally hailing from the western part of Germany, Corinna developed a strong interest in exploring the world and foreign cultures at a young age. Thus far, she has lived and studied in six countries. In her spare time, Corinna enjoys traveling, skiing, and culinary delights.

Julia Elf is an industrial engineer from KTH Royal Institute of Technology with experience from the digital health care industry, and is currently working for the Boston Consulting Group (BCG) in Stockholm, Sweden. She holds an M.Sc. in Sustainable Power Generation, which she dedicated mainly to the field of e-mobility and energy as a service. Julia has a broad interest in technology, especially in the application of VR/AR in energy. To this end, she has helped arrange and has participated as keynote speaker at international conferences and several hackathons. She has received multiple talent awards and was one of the co-founders of a student organization at KTH Royal Institute of Technology that sought to foster innovation and entrepreneurship among students. In her spare time, Julia enjoys cooking and traveling. She is also an avid runner, and has served as a pacer for several run clubs through the years.

Anna Essén is Associate Professor at the Stockholm School of Economics, Sweden. Her research interest lies in how digital technology shapes what individuals and organizations find worthwhile to strive for and feel capable of

Contributors xiii achieving. She has published papers about the coevolution of national and global digital infrastructures and practices in health care in journals such as Human Relations, MIS Quarterly, Social Science & Medicine, and Sociology of Health and Illness. Her current research projects concern the innovation of ecosystems in the autonomous transportation sector and the development of distributed governance models for digital health-data sharing platforms.

Anders Ekholm is Senior Advisor at the Institute for Futures Studies in Stockholm, Sweden. He has broad experience from working in the government offices of Sweden, where he mainly worked with quantitative economics, as well as serving as the Chief Analyst at the Ministry of Health and Social Affairs. In addition, Anders has worked at the Swedish Ministry of Finance, Employment and Education. His past experiences include development and analysis of microsimulation models, including a SESIM model where 300,000 statistically representative individuals live simulated lives, including demography, health, employment, education, taxes, and transfers. Anders has previous experience working as an IT project manager, working on such tasks as the state budget system, which distributes and monitors the state budget. Anders is also a frequently contracted speaker specializing in the areas of finding inspiration and new solutions to different problems in different sectors of society.

John Ovretveit (B.Sc. [Hons], M.Phil., Ph.D., C.Psychol., AFBPsS, C.Sci.) is Director of Research for the Medical Management Center (MMC) at Karolinska Institutet, Sweden, and serves as Professor of Health Improvement, Implementation, and Evaluation at that university. Previously, he was Professor of Health Policy and Management at Bergen University Medical School, Norway, for ten years and was also an appointed chair of health organization and management for 15 years at the Nordic School of Public Health, Gothenburg, Sweden. Translations of some of his 400 scientific papers and books have been made into eight languages. He was awarded the 2014 Avedis Donabedian International Quality Award for his work on quality economics. He is a founding member and board director of the Global Implementation Initiative and the Quality Improvement Research Network, and was a board director for 12 years of the Joint Commission International. He is currently a visiting professor with the Australian Institute of Health Innovation, Macquarie University, Kaiser Permanente RD&E, Stanford Medical School, and CERC. John’s work is based on the belief that organization and management can bring out the best and worst in people, and that the right organizational design is critical for effective health care. A theme underlying his work is how practical research can contribute both to better care for patients and to a “healthy work organization.” He has pioneered action evaluation and partnership research methods for giving rapid feedback for service providers and policy-makers to improve their services, and for assessing the role of context in implementation.

Daniel Wann is an entrepreneur, physician, and senior manager at Accenture, Stockholm, Sweden. He is a medical doctor (M.D.), having graduated from xiv Contributors

Uppsala University in 2005. He also holds an M.B.A. from Stockholm School of Economics, Sweden, having graduated in 2017. Daniel’s work focuses mainly on the transformation of health care through digitalization. Daniel has extensive experience with entrepreneurship, especially in the field of digitalization, having launched his first company (a web design bureau) in 1996. He recently developed and released a mobile application for the Swedish market aimed at physicians, enabling mobile e-prescribing. Daniel has been a practicing general physician since 2005, although he has been less active in this field as of 2012, devoting most of his time and effort to health care transformation. Improved access to health care and quality of health care delivery are strong motivators for Daniel. He believes digitalization is the leverage necessary to accomplish change and strives to see a transformative process that seeks to improve how health care is organized and delivered. In his spare time, Daniel enjoys spending his time with his wife, their 2-year-old son, and their dog.

Dominika Sabolova is a doctor of dental medicine (Medicinae Dentalis Doctor). She graduated from Pavol Jozef Safarik University, Košice, Slovakia, in 2012. She practiced dentistry for two years in her native Slovakia before relocating to Sweden in 2014. She is currently a general dentist at the Swedish Public Dental Service (Swe: Folktandvården) in Linköping, Sweden, where she has been working since 2015. Her main research interests concern digital dentistry, endodontics, periodontics, prosthodontics, and oral surgery. In her spare time, Dominika enjoys traveling, hiking, dancing, and horseback riding.

Andres Laya (Ph.D.) is Senior Researcher on Business and Consumer Aspects at Ericsson, Sweden. In 2009, he completed an M.Sc. degree in ICT from BarcelonaTECH (UPC), Spain. In 2017, he received a Ph.D. in Communication Services and Infrastructures from KTH Royal Institute of Technology, Sweden. He has been involved in Swedish and European projects in subjects related to the Internet of Things (IoT), service development, and advances in mobile communications. His research interests are consumer perception and business implications of connected devices in different industries.

Jan Markendahl is Associate Professor in Wireless Infrastructure Deployment and Economics at KTH Royal Institute of Technology, Sweden. After more than 20 years in the industry, Jan joined KTH 2003 as research program manager. He has a Ph.D. from 2011 in techno-economic analysis of wireless networks and services. Jan got the Docent degree in 2014, enabling him to be main advisor for Ph.D. students. So far, three Ph.D. and four Licentiate degrees have been awarded to his Ph.D. students. Jan has managed techno-economic research projects and tasks in EU and national projects. He has made research contributions in the following areas: low-cost wireless infrastructure, spectrum valuation, mobile payment and NFC services, IoT, and M2M communication services and analysis of business models and ecosystems. Currently he works with business aspects of IoT, digital platforms, smart cities, and the sharing economy.

Contributors XV

Cormac McGrath (Ph.D.) is a senior lecturer and academic developer at Stockholm University and Karolinska Institutet, Sweden, and has extensive experience working with change initiatives in higher education. He led the introduction of massive open online courses (MOOCs) in the Swedish context at Karolinska Institutet in collaboration with edx.org. His research interests relate to change agency and management, and learning in digital learning environments.

Anna Akerfeldt (Ph.D.) is a researcher at Stockholm University, Department of Mathematics and Science Education, Sweden. She also works as a process manager of the development and research program called “Digital learning environments: equivalent education with remote and distance learning” at Ifous: innovation, research, and development in schools and pre-schools. Her research interests are educational technologies and how these are used for designs in and for learning and in assessment. Anna has a background as a producer and scriptwriter of custom-made e-learning applications and websites for various organizations and corporations. She has been involved in several research projects, including a longitudinal study of the implementation of one-to-one computing programs in primary education. She has been working with the Swedish National Agency for Education to develop online course materials for teachers. During 2016-2018, she received a postdoc scholarship where she investigated learning in digital environments and possibilities and consequences for teachers’ formative assessment. She is also part of the research project “Programming Didactics,” funded by the Marcus and Amalia Wallenberg Foundation.

Stephen Mahaley is the co-founder of Red Fern Consulting, an education consultancy in the USA. Based in North Carolina, Steve explores and works at the intersection of technology and education design to develop effective, engaging experiences that change people’s lives for the better. For 20 years, his work has centered around leadership development, working for Duke University and then as a founding member of Duke Corporate Education — a global leader in providing customized management and leadership development programs. His current areas of interest include diversity, inclusion and belonging, virtual reality experience design and production, game-based learning, emotional intelligence, high-performance learning journey design, and advances in learning theory and neuroscience that inform better approaches for learning and development. Steve works on a wide array of projects globally and in a variety of capacities — from keynotes to learning experience design, to teaching onsite and online, and to serving on a variety of corporate and non-profit boards.

Mark A. Conley is Assistant Professor at the Stockholm School of Economics in the House of Innovation, Sweden. Mark measures motivation in strategic field settings and also experimentally manipulates motivation by inducing changes in perspectives. Mark’s Ph.D. in Psychology is from Columbia University, USA, and his research demonstrates how motivational language affects key xvi Contributors outcomes for organizations and individuals. He builds original linguistic measurement tools that measure motivations in organic communication and can also measure static documents and other archives. Mark”s methodological contributions to innovation research demonstrate the importance of psychological and motivational variables.

Emily Nakkawita is a Ph.D. student in the Motivation Science lab at Columbia University, New York, USA. She is broadly interested in understanding the factors that lead to successful goal pursuit, with success defined in terms of both achievement and well-being. At the Higgins Lab, she studies how motivation and self-regulation in the pursuit of personal goals are affected by individual differences in the strength of primary motives like value, truth, and control, as well as the person’s beliefs about how these motives should be prioritized. Prior to her graduate studies, Emily examined what motivates people through a career in brand marketing and advertising.

Arne Norlander (Ph.D.) has over 20 years of experience from senior and executive positions in strategic R&D in crisis management, societal security, and defense. Based in Stockholm, Sweden, he is active as Senior Scientist and Research Director and is the author of numerous internationally recognized scientific publications. He is chairman of the Swedish Security & Defense Industry Association Research & Development Committee, and serves as an independent expert for the European Commission. Arne is a member of the the Swedish Society of Parliamentarians & Scientists. He lectures frequently on scientific, technical, and policy-related topics. Arne’s current research interests are complex adaptive systems, human factors, artificial intelligence, Internet of Things, cybersecurity, crisis management, business agility, innovation management, capability development, strategy, policy, and leadership. He holds Master’s, Licentiate, and Doctoral degrees in Industrial Ergonomics and Computerized Automation from Linköping University and has studied strategic leadership and innovation management at the Stockholm School of Economics. He is also a graduate in crisis management and civil emergency planning at the Swedish Defense University Institute of National Defense & Security Policy Studies. Arne is the founder and CEO of NORSECON, a consulting firm in science, engineering, capabilities development, strategic technology foresight, and innovation management.

Claire Ingram Bogusz (Ph.D.) is a postdoctoral researcher at the Department of Applied IT at the University of Gothenburg, Sweden, and an affiliated researcher at both the Forum for Reforms, Entrepreneurship and Sustainability (Fores) and the Stockholm School of Economics Institute for Research. She holds a Ph.D. from the Stockholm School of Economics, and was a visiting researcher at McGill University in Montreal, Canada. Her doctoral research into digital entrepreneurship in the field of finance was awarded the Börje Langefors Award (2018), the Peter Högfeldt Award (2019), and a Wallander postdoctoral scholarship. Prior to her Ph.D. studies, she worked in journalism

Contributors xvii and received a B.Soc.Sci. (Politics, Philosophy, and Economics, with distinction) and an L.L.B. (Law) from the University of Cape Town, South Africa. Her research interests include entrepreneurship, finance, FinTech, digital security, digitalization, and innovation policy. She has published work in journals such as the Journal of the Association for Information Systems (JAIS), Information Systems Journal (ISJ), and European Journal of Information Systems (EJIS). Her current research projects examine the effect of code-based artifacts on digital entrepreneurship and digital innovation, with particular focus on emerging technologies and how they affect social and organizational dynamics.

Björn Eriksson is a former governor of the Swedish province of East Gothland (Swe: Östergötland). He holds an M.B.A. from the Stockholm School of Economics and an honorary doctorate degree from Linköping University, Sweden. As a civil servant, Björn has held multiple positions in the public sector over the years, such as Budget Director within the Ministry of Finance, Director General of Customs, Director General of Coast Guard, and National Police Commissioner. He has also served as President for the World Customs Organization (WCO) as well as President for the International Criminal Police Organization (INTERPOL). During his career, Björn has led several governmental investigations covering various public affairs. In addition, he has been engaged as a board member and has served in various advisory roles for different companies in the private sector, ranging from small companies to large companies listed on the Stockholm Stock Exchange (Nasdaq Stockholm). Björn remains active as President for the Swedish Sports Confederation and as President for SdkerhetsBranschen, an association seeking to promote business for member companies and their clients in the security industry.

Ulrika Sandhill is a Stockholm, Sweden-based writer and business commentator, chiefly covering topics on IT and finance. Ulrika has previously held positions of Editor-in-Chief at the IDG publishing house and Managing Director at Mediearkivet, the largest digital media archive in the Nordics. Ulrika holds an M.Sc. in Business and Economics from Uppsala University, Sweden.

Charlotte Mattfolk is a senior strategic advisor within the fields of future analysis and strategy, business transformation, digitalization, sustainability, and entrepreneurship. She has held several roles as CEO or partner in larger management consulting firms as well as building up a consulting business from scratch. She holds an M.Sc. in International Economics from Uppsala University, Sweden, with undergraduate studies at /nstitut Supérieur de Gestion, France. With a solid vision and business acumen, she helps companies seeking to undergo digital transformation and become more sustainable. A credo Charlotte has carried with her throughout her career is the aspiration to break patterns, challenge truths, and dare to try new ways of doing things, to enable new levels of success. In a traditional industry, she has sought to encourage equality across all company levels and create business value with social responsibility. She has well-founded knowledge from the consulting world and a passion for all things digital, as well xviii Contributors as an ability to create engagement in an innovative, inspiring, and creative way. Charlotte lives in Stockholm, Sweden, with her husband and three children.

Lina Emfeldt is a management consultant and head of marketing at the management consultancy firm Cartina in Stockholm, Sweden. Still in the early stages of her professional career, Lina has an M.Sc. in international marketing and management from Copenhagen Business School, Denmark, with additional studies at Middlebury Institute of International Studies in Monterey, California; the National University of Singapore; and Uppsala University, Sweden. Lina is particularly versed in helping companies develop future-proofed strategies by carrying out scenario-planning analyses. Sustainability is also close to her heart, and she strongly believes in the combination of digital and sustainable strategies. Lina has prior experience from future studies such as the report Future Consumption Patterns 2025, published by Cartina in 2017. Digital strategy, digital marketing, and customer experience are the competence areas that interest her the most. Lina lives in Stockholm, Sweden, but takes every chance she gets to travel the world, see new places, and enjoy new cultures.

Alejandro Moreno Puertas is a junior project manager at Tink, a data-driven company based in Stockholm, Sweden, specializing in providing back-end technology to banks and FinTechs. He currently co-leads the largest pan- European PSD2 project that integrates all the major banks’ APIs across 12 markets into a single platform. Alejandro holds a B.Sc. in Economics from Tilburg University, the Netherlands, and an M.Sc. in Finance from the Stockholm School of Economics. He has previously worked as a research assistant at the Stockholm School of Economics, where he coedited the book The Rise and Development of FinTech: Lessons from Sweden and Beyond (2018) and coauthored a report on RegTech and InsurTech, The Next Wave of FinTech (2018). Alejandro has spent many years of his life in China at various stages. He first moved there at a young age and later joined the Chinese boarding school Beijing Number 4 High School as the sole European student. He has also served as a representative of Sociedad Espanola de Negocios en Asia y America SL in Shanghai for their Chinese business development. Alejandro is proficient in English, Spanish, and Chinese. Besides traveling, he is passionate about Fin- Tech, with a focus on open banking, machine learning, and blockchain.

Mats Lewan is an author, international keynote speaker, futurist, consultant, journalist, and research analyst focused on future and technology. He has been working for more than 15 years as a technology reporter for the leading Swedish technology magazine Ny Teknik. He also started the forward-looking Swedish digital magazine Next Magasin, for which he was Managing Editor. Previously, Mats worked internationally as a freelance journalist and as a reporter for CBS CNET News in San Francisco while attending the Innovation Journalism Program at Stanford University. Mats holds an M.Sc. degree in Engineering Physics from the Royal Institute of Technology (KTH) in Stockholm,

Contributors Xix

Sweden. He is fluent in English and Italian, as well as in his native Swedish tongue. He lives with his wife and two children in Stockholm, Sweden.

Olle Wästberg is a former journalist, politician, marketing professional, and diplomat. He has served as a Swedish member of parliament, Liberal (1976—1982); State Secretary of the Ministry of Finance (1991—1993); Editor-in-Chief for the Swedish newspaper Expressen (1993-1995); Swedish Consul General to New York (1999-2004); Director General of the Swedish Institute (2005-2010); and, most recently, Chairman of the Governmental Democracy Commission (2014-2016) and Member of the Public Service Committee (2017-2018). He is also a member of several boards, among them the board of the Raoul Wallenberg Academy and of the Sweden America Foundation.

Nicholas Fortugno is a designer of digital and real-world games and co-founder of Playmatics, a game design company in New York City, USA. Nick has been designer, writer, and producer on dozens of games, serving as lead designer on the downloadable blockbuster Diner Dash, award-winning serious game Ayiti: The Cost of Life, CableFAX award-winning Breaking Bad: The Interrogation, and MUSE award winner Body/Mind/Change, as well as games with Red Bull, Disney, AMC, the Red Cross/Crescent, PBS, and USAID. Nick is co-founder of the Come Out & Play street games festival, and teaches game design and interactive narrative at Columbia University and the School of Visual Arts. Nick holds an M.F.A. in Design and Technology from Parsons School of Design, New York City.

Foreword

Digital transformation of public services — how and why?

Why read this book? Most of us are subjected to a flood of distressing national and international news. This creates a sense of being out of control with anxiety and concerns that our political leaders are not correcting the situation. The recent world refugee crisis reflects this phenomenon: millions of citizens are seeking safer, healthier environments for themselves and their families while citizens of the destination countries fear loss of life quality and opportunity. The absence of clear solutions to our national and international societal problems produces extreme political polarization and nationalistic governments. The only area of significant consensus is that major systemic social and governmental changes are needed. However, there is no agreement on what the changes should be, nor is there any agreement on how to achieve them. This book provides clear, logical answers to the question: What should societies be doing and how can they do it?