The context of a citizen experience: XE Strata

In our daily lives, we encounter numerous experiences, many of which stem from compliance or obligation to societal rules and regulations. These experiences, particularly those affecting citizens or populations, are integral to understanding the broader implications of governance and public sector services. My research delves into these experiences, focusing on how they impact individuals and groups within various societal contexts.

A citizen is not just an individual but a representative member of society or a specific group, such as an employee. This citizen must conform to rules and regulations within a given context, which might range from a national identity (Australian) to a local affiliation (Redland citizen) or an organizational role (University of Queensland employee). Compliance with these rules often comes with reciprocal benefits from the group or society.

Trust and Power Dynamics in Public Sector Services

Public sector services are designed within a framework of trust, yet the relationship between citizens and government agencies often entails an unequal power balance. Governments hold ultimate control, and citizens typically have limited alternatives to challenge or rectify service failures. This dynamic is characterized by one-to-many (one citizen to many government agencies) or many-to-many (many citizens to many agencies) interactions.

Defining Experiences: Pathways Through Complex Systems

I define experiences as the pathways individuals navigate through complex systems, necessitating multiple interactions with people, products, or services. These experiences are holistic, situational, and imbued with a range of emotions, leading to diverse outcomes. The citizen is the central actor in these experiences, navigating through various tiers of social interaction and systemic complexity.

The XE Strata: A Tiered Approach to Citizen Experiences

To categorize and understand these experiences, I developed the XE Strata, a tiered model inspired by the Ecological Framework for Human Development (EFHD) and systems thinking. The EFHD examines environments and their human actors from a nested, hierarchical perspective, allowing for a nuanced understanding of experiences at different levels of social interaction.

Experiences occur in real-world circumstances, influencing their outcomes and contributing elements. Unlike traditional systems thinking and complexity sciences (STCS) literature, my research emphasizes the citizen's perspective, ensuring that experiences remain centered on the human actor.

The XE Strata incorporates additional dimensions: "meta" experiences, evaluated from a fundamental philosophical standpoint, and "endo" experiences, viewed from an inward organizational perspective. This categorization includes primary experiences, sub-experiences, activities, and tasks, providing a comprehensive framework for understanding citizen interactions.

Applying the XE Strata: An Example

An applied example of the XE Strata can be seen in the experience of an employee with a disability. This model helps illustrate the various dimensions and interactions that comprise an individual's journey through complex systems of compliance and obligation.

Understanding citizen experiences through the lens of compliance and obligation provides valuable insights into the dynamics of public sector services and governance. By categorizing these experiences using the XE Strata, we can better appreciate the complexities and nuances of citizen interactions within societal and organizational contexts. This research not only highlights the importance of a citizen-focused perspective but also offers a structured approach to analyzing and improving public sector services.

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Points from my dissertation: Langham, Jo'Anne Leigh?(2019).?Measure what matters: Evaluating the impact of public administration on citizens. A mixed methods approach to developing and testing the Experience Effectiveness (XE) framework in Australia and Canada.?PhD Thesis,?UQ School