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Engaging Citizens and BusinessesDoing InnovationImproving Government 1 Office of Citizen Services and Innovative Technologies Dr. David L. McClureAssociate Administrator
My Message 10/10/11 Office of Citizen Services and Innovative Technologies 2 Transparency Engagement Participation Collaboration Innovation These are not slogans or shallow promises ……. This about changing how government works……for citizens, businesses, and for itself. The progress?The results?The so what? Listen today.
Ecosystem: Value From The Knowledge Trend Transparency and Accountability Organizations have traditionally managed risk by controlling the content and the distribution of information. Today’s environment has displaced that control, and extended it outward, beyond institutional walls. At the same time, the results are being made transparent for public scrutiny, creating accountability and incentives for good performance and customer service excellence. 3
The Industrial Revolution of data is here! BIG DATA Approximately 35 billion devices are connected to the Internet today. One trillion devices will be connected to the Internet by 2013 .Cisco Data will grow by 800 percent in the next five years with 80% of it occurring in unstructured text and media Gartner Mobile will be bigger than desktop Internet in 5 years.Morgan Stanley Volume of digital information increases 10X every 5 years Source: IDC And….the data is replicated many times over!
Moving data and information to the public Decline of the info producer vs. consumer paradigm
From Data to Interactive Analytical Views Access Data Programmatically through a Consistent API Measure Data Usage & Civic Engagement Explore Data Interactively Create Rich Data Visualizations Promote Participation
Brainstorm ideas, questions, suggestions Collaborative problem-solving and solution creation Energizing and connecting communities where they are Daylight: Open government & engagement continuum Deeper Discussions with Specific Communities Connecting employees within and across agencies ENGAGEMENTCONTINUUM Collaborative drafting such as regulations, policies, process steps
Services to Citizens via Multiple Channels Search Face-to-Face E-mail / RSS Mobile The Customer Experience Print Contact Centers Web Intermediaries Social media
Office of Citizen Services and Innovative Technologies 13 How Your Customers Find You is as Important as What They Find When They Get There Govt-centric related topics Hand-edited spotlight Govt-centric FAQs & forms Bing index
Voice of Customer Data Call Center Data Search Data Turning Information Silos into Analytical Insights Customer Experience Customer Service Excellence Click-stream Data Industry Trends & Competitive Data ANALYTICAL INSIGHTS Site “Health” Data
Sharing ….. Learning …….Doing 10/10/11 Office of Citizen Services and Innovative Technologies 15
10/10/11 Office of Citizen Services and Innovative Technologies 16