The crack of service systems

Recently we have come to know more about why a baby that is being monitored by people (good and bad we could say) still dies. We also know of children whose death has been caused by already identified potential harmful people. The problems are then referred as problems of the systems that serve our society: Schools, police services, social services. The systems crack but we do not know how they do so or why.

What problems of the system? It is difficult to start pointing out, given the culture of name and shame we live in. The blame is to be put in one individual or some of them. The system still needs rethinking, and possibly a review is to be undertaken. In the review, more cracks are discovered, more news are published, and we are left thinking that yes, we are people are good and bad, and that systems need rethinking. We trust the review, hoping that it will highlight the need for important changes.

There is the issue of communication. Information that resides somewhere and needs to be known by everyone in services or agencies is not communicated promptly. The systems do not have such memory to recall information from several parts. The last case we heard of shows that the information is being shared, but the action taken afterwards is that of monitoring. The benefit of the doubt is followed, but the information does not show other fundamental problems: Someone is tricking another system (someone allowing someone 'not good' to live in a house). This information item is not to be shared with those monitoring the system. The system could be very robust in gathering 'known' or 'knowable' information, but is fed the information that people want to give.

We then have the issue of trust. Service systems operate under the premise that those inside and outside align to the purpose of these systems, we trust on the people. When there is a crack, the trust in the people running the system is put into question. Those using the system are still given the benefit of the doubt. Procedures to detect lies in the system are a big problem. One possible reason could be that focus on performance, multi-agency working and service delivery take priority over alerting the system on potential risks. Alarm signals have been raised but then the responsibility of taking action is diluted.

So the issue of systems serving people needs to be accompanied by that of protecting people. But we are very busy protecting ourselves. Are we protecting ourselves from the systems we are part of, the systems we use? Is it not the other way round that has created the need for a system...?

I wonder what is to happen next. Our trust in the systems is once more damaged, but it seems we will then keep them because there is no better alternative.

In defence of the Quantum of Solace

The new movie of James Bond (Quantum of Solace) has received mixed reviews. Whilst for some it is a story going nowhere, for others it is a more humane picture of the all times hero.

What I liked is that the action is intense at different points, and right from the beginning we are taken into an atmosphere of pursuit, risk, and betrayal.

Bond is seeking revenge, but he finally understands that he is seeking himself. Something philosophical to think about. Me and my brothers Ricardo and Juan Carlos loved to go to see Bond's movies. I still remember when we watched "Octopussy" together. I can still remember the feeling of expectation, awe and somehow empathy towards Bond. He could use the most advanced technology, but at the end, it was his courage and luck which helped him. He proved himself. And by doing so, he helped us to remain friends, to forget about our problems and to share life.

Now Bond has helped me to understand the importance of letting go. He cannot do everything, or fight against himself. He is trapped in his own mind. He decides it is time to move on from revenge, and keep doing what he is good at.

In life this happens to all of us. In my case, I tend to be perfectionist, worried, anxious, and ask a lot from myself and my significant others. I also have some charm (of course I do!), but tend to forget this and other good things for the sake of urgency and perfection. Like Bond, I think we all need our own quantum of solace to pick ourselves up, let it go and move on. In careers and big decisions, we want everything to go according to plan. What if life gives us something unexpected...?

Maybe we need some solace. To regain friendship with ourselves.

http://www.youtube.com/watch?v=Q4jY8WxcFMo

Here and there...where?

My life is now into two worlds. Talking about football and students.

Football is everywhere, a good atmosphere can be felt across the country.

Woking FC in Surrey is in the Blue Square League (as far as I can say). It is a team which plays good football, but according to one of its fans, it has not had a good start of the season. They are just above relegation.

I enjoyed their last match against Stevenage Borough. The match picked up after a rainy start and also because Woking was losing. And they did not manage to make the best of scoring opportunities. But the atmosphere is still there!

The number of fans is not as in Hull, but they cheer up a lot!!

What about my current students?


They are different, a bit more 'techie', with career aspirations. They come from different backgrounds and have different expectations. They like to talk and participate. They are very attentive. They seem to have bonded.

The course on people and technology is very good. Lots to talk about human computer interaction (HCI). I was delighted to have lectured on the ideas of Maturana, Winograd and Flores. They are useful and could help them to understand better how to design good computer systems.

So here and there, things are different but they are not to some extent. Maybe because even if we move, we keep certain things close to us.

Come on Woking F.C !