Engaging Citizens and BusinessesDoing InnovationImproving Government<br />1<br />Office of Citizen Services and Innovative...
My Message<br />10/10/11<br />Office of Citizen Services and Innovative Technologies<br />2<br />Transparency<br />Engagem...
Ecosystem: Value From The Knowledge Trend<br />Transparency and Accountability<br />Organizations have traditionally manag...
The Industrial Revolution of data is here!<br />BIG DATA<br />Approximately 35 billion devices are connected to the Intern...
Moving data and information to the public<br />Decline of the info producer vs. consumer paradigm<br />
Finding relevant content via search<br /><ul><li>Less time looking for information and then analyzing it
Structured searches tied to trusted and well-indexed government web sites</li></ul>Data exhaust– trail of clicks that user...
Data.gov -- Democratizing Data<br />
From Data to Interactive Analytical Views<br />Access Data Programmatically through a Consistent API<br />Measure Data Usa...
Building Communities<br />9<br />
Brainstorm ideas, questions, suggestions<br />Collaborative problem-solving and solution creation<br />Energizing and conn...
Simple, easy effective engagement<br />
Services to Citizens via Multiple Channels<br />Search<br />Face-to-Face<br />E-mail / RSS<br />Mobile<br />The Customer<b...
Office of Citizen Services and Innovative Technologies<br />13<br />How Your Customers Find You is as Important as What Th...
Voice of Customer   Data<br />Call Center Data<br />Search       Data<br />Turning Information Silos into Analytical Insig...
Sharing ….. Learning …….Doing<br />10/10/11<br />Office of Citizen Services and Innovative Technologies<br />15<br />
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Dr. David McClure, Associate Administrator, Office of Citizen Services and Innovative Technologies, GSA

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Engaging Citizens and Businesses Doing Innovation Improving Government

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  • DescriptionProvides Data.gov with ability to host datasets, not simply point to themAPI Access to datasets which allow for applications to use data within the datasets without downloading the entire dataset;Data publishing and extraction tools and APIs to routinely migrate and synchronize agency datasets with the new dataset hosting environment; Metadata management services for the hosted datasets; Data conversion tools to routinely provide for various data dissemination formats (e.g., CSV, XML, others); Geocoding capabilities to location-enable datasets; andVisualization tools (internal and external) to provide previews &amp; comparisons of datasets;Open Federation API to enable multiple repositories to exchange queries and responses with the ultimate goal of a virtual catalog.BenefitOffers cost savings for smaller agencies who will no longer need to host their own dataPotential to engage agencies not actively publishing to Data.govEnables greatly improved access to data – search, sort, update, analyzePromotes mobile applicationsProvides additional analytics
  • DescriptionEnhanced collaborative infrastructureForums and app links to each datasetExtend development to 25 communitiesCommunities lead, Data.gov facilitatesFederal POC groupCommunity kick startAgency awards and goalsIn-reach and eLearning to data stewardsConnect to state, local, tribal, and international groupsBenefitBetter training and outreach to agencies will promote more datasets being registered with Data.govNew communities drive use of data, encourage app developers, and generate value and innovation in businessesIdentifying community leads at agencies shares workload and ownership
  • Multiple data silos exist; each is only one piece to the puzzle; contains a unique set of “clues” Clickstream analytics, Search logs, call volume and site health stats are key as they answer the “What?” questions Voice of Customer data (Customer Satisfaction surveys, Focus Groups, Usability Tests) answer the “Why?” questions. Voice of Customer data should account for 2/3 of a site’s success measures on a day-to-day basis, according to online analytics experts. We will be expanding out Voice of Customer reach to include more satisfaction and usability measures on a regular basis. Industry Research is also key as it answers the “What Else?” question, and provides important, strategic information, such as Internet benchmarking and competition “What?” “Why?”, and “What Else?” information silos must be brought together to get the overall insights on sites’ current state and future
  • Dr. David McClure, Associate Administrator, Office of Citizen Services and Innovative Technologies, GSA

    1. 1. Engaging Citizens and BusinessesDoing InnovationImproving Government<br />1<br />Office of Citizen Services and Innovative Technologies<br />Dr. David L. McClureAssociate Administrator<br />
    2. 2. My Message<br />10/10/11<br />Office of Citizen Services and Innovative Technologies<br />2<br />Transparency<br />Engagement<br />Participation<br />Collaboration<br />Innovation<br />These are not slogans or shallow promises …….<br />This about changing how government works……for citizens, businesses, and for itself.<br />The progress?The results?The so what?<br />Listen today.<br />
    3. 3. Ecosystem: Value From The Knowledge Trend<br />Transparency and Accountability<br />Organizations have traditionally managed risk by controlling the content and the distribution of information. <br />Today’s environment has displaced that control, and extended it outward, beyond institutional walls. <br />At the same time, the results are being made transparent for public scrutiny, creating accountability and incentives for good performance and customer service excellence.<br />3<br />
    4. 4. The Industrial Revolution of data is here!<br />BIG DATA<br />Approximately 35 billion devices are connected to the Internet today. One trillion devices will be connected to the Internet by 2013 .Cisco<br />Data will grow by 800 percent in the next five years with 80% of it occurring in unstructured text and media Gartner<br />Mobile will be bigger than desktop Internet in 5 years.Morgan Stanley<br />Volume of digital information increases 10X every 5 years <br />Source: IDC<br />And….the data is replicated many times over!<br />
    5. 5. Moving data and information to the public<br />Decline of the info producer vs. consumer paradigm<br />
    6. 6. Finding relevant content via search<br /><ul><li>Less time looking for information and then analyzing it
    7. 7. Structured searches tied to trusted and well-indexed government web sites</li></ul>Data exhaust– trail of clicks that users leave behind, where value can be created …. using algorithms that push more relevant search terms to top of lists<br />
    8. 8. Data.gov -- Democratizing Data<br />
    9. 9. From Data to Interactive Analytical Views<br />Access Data Programmatically through a Consistent API<br />Measure Data Usage & Civic Engagement<br />Explore Data Interactively<br />Create Rich Data Visualizations<br />Promote Participation<br />
    10. 10. Building Communities<br />9<br />
    11. 11. Brainstorm ideas, questions, suggestions<br />Collaborative problem-solving and solution creation<br />Energizing and connecting communities where they are<br />Daylight: Open government & engagement continuum<br />Deeper Discussions with Specific Communities<br />Connecting employees within and across agencies<br />ENGAGEMENTCONTINUUM<br />Collaborative drafting such as regulations, policies, process steps<br />
    12. 12. Simple, easy effective engagement<br />
    13. 13. Services to Citizens via Multiple Channels<br />Search<br />Face-to-Face<br />E-mail / RSS<br />Mobile<br />The Customer<br />Experience<br />Print<br />Contact Centers<br />Web<br />Intermediaries<br />Social media<br />
    14. 14. Office of Citizen Services and Innovative Technologies<br />13<br />How Your Customers Find You is as Important as What They Find When They Get There<br />Govt-centric related topics<br />Hand-edited spotlight<br />Govt-centric FAQs & forms<br />Bing index<br />
    15. 15. Voice of Customer Data<br />Call Center Data<br />Search Data<br />Turning Information Silos into Analytical Insights<br />Customer Experience<br />Customer Service Excellence<br />Click-stream Data<br />Industry Trends & Competitive Data<br />ANALYTICAL INSIGHTS<br />Site “Health” Data<br />
    16. 16. Sharing ….. Learning …….Doing<br />10/10/11<br />Office of Citizen Services and Innovative Technologies<br />15<br />
    17. 17. 10/10/11<br />Office of Citizen Services and Innovative Technologies<br />16<br />

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