Government 2.0 Transforming Government for the 21st Century: Truth, Tales and TrendsPREPARED FOR:FASTForward ‘098403 Colesville Road Silver Spring Metro Plaza 2Suite 400Silver Spring, MD 20910(301.588.59007 301.588.0390*info@macf.com 7 www.macf.comHelen L. Mitchell CurtisSenior Program Director, Enterprise SolutionsFebruary 11, 2009

BiographyHelen L. Mitchell Curtis – Senior Program Director of Enterprise Solutions, Macfadden32+ years at FDA, and led one of the largest enterprise search implementations among Civilian Federal AgenciesDevelop enterprise-wide search strategies & solutionsIntegrate search technologies across IT applications and disparate document repositoriesBuild governance, management and end user buy-inPromote collaboration, standards, findability and improved organization of data and document assetsPassion: to help clients to reduce costs, improve quality and efficiency, reduce 'pain points' and achieve a positive search experience

About MacfaddenFounded in 1986 as a small disadvantaged entrepreneurial company-graduated SBA 8(a) in 1998Became 100% employee-owned in 2007, S-CorporationAcquired Systems Integration Group, Inc. and Total Security Services International, Inc. (TSSI) in 2008225 employees; projected 2009 annual gross revenues $40 million; $180M in contract backlog; 90% prime contracts; (TSSI sole wholly-owned subsidiary)FAST X10 PartnerMicrosoft Certified Partner - Information Worker Solutions with Search Specialization CompetencyCAPABILITIES:Enterprise Search SolutionsIntegrated IT Solutions & SecurityCounter Terrorism PlanningDisaster Response ManagementThreat & Vulnerability AssessmentProgram/Project ManagementIntelligence Gathering & Analysis

Enterprise Search Solutions

Integrated IT Solutions & Security

Counter Terrorism Planning

Disaster Response Management

Threat & Vulnerability Assessment

Program/Project Management

Intelligence Gathering & Analysis

BackgroundWhat is Government 2.0?Changing trends in government using web technology and design to enhance creativity, communications, secure information sharing, collaboration and functionality between governments, businesses, communities and individuals i.e. social medial tools (wikis, blogs, etc). Why Shift Direction?This collaboration will demonstrate the government’s willingness to put the needs and expectations of citizens first.

Truth or TaleGovernments must change or risk losing power, authority, trust and relevance.Complex bureaucracy layers are locked into old ‘stovepipe’ ways of working. TRUTH

Executive Commitment“My Administration is committed to creating an unprecedented level of openness in Government. We will work together to ensure the public trust and establish a system of transparency, public participation, & collaboration. Openness will strengthen our democracy and promote efficiency and effectiveness in Government.” -President Barack Obama (MEMORANDUM FOR THE HEADS OF EXECUTIVE DEPARTMENTS AND AGENCIES published in the Federal Register)

Government Should Be…Transparent Put operations and decisions info online and readily available to the publicSolicit public feedback to identify info of greatest use to public ParticipatoryOffer more opportunities for Americans to participate in policymakingProvide benefits of their collective expertise and informationSolicit their input how to increase and improve opportunities for public participation in governmentCollaborativeUse innovative tools, methods, and systems to cooperate internally, intra-agency, with nonprofits, businesses and individuals in the private sector Solicit public feedback to assess and improve levels of collaboration and identify new opportunities for cooperation

Truth or TaleMost governments are embracing social & collaborative technologies to encourage change.TALEDespite the wealth of new services, government itself has not been transformed. The bureaucracy seems more interested in preserving itself than serving its constituency.

Communication is CRITICALMeaningful Collaboration

Social Computing – Web 2.0 Era(Source: “Leveraging Web 2.0 in Government” - E-Government Technology Series, IBM Center for the Business of Government, by Ai-Mei Chang and P. K. Kannan)

Truth or TaleIn Gov 2.0 space, there are very few experts. Claiming to be one may doom your ability to work in the sector.Most of the so called experts recently appeared on the scene, read the blogs, brushed up on their govt, probably from traditional or social media commun. backgrounds, working with small companies in the web space. Their self-branding poses the risk of hurting their business. Govt understands that Gov 2.0 is new & very few people are experts. They’re looking to partner with people who have the chutzpah to become experts. TRUTH

What’s Changing?Relationships BetweenGovernments – Businesses – Communities Citizens and other stakeholders1Focus ShiftFrom personal websites to individual users and their networks1 Deloitte Research

Transformation is InevitableTransition: Gov 1.0 to Gov 2.0 & (G)overnance-Webs

Future Vision(P)roblem & (R)ecommendation“Putting Citizens First: Transforming Online Government” – Federal Web Managers Council

Future Vision(P)roblem& (R)ecommendation(P): Insufficient resources to effectively manage customer input, outdated clearance policies to survey public, often no response to public feedback or ideas(R): Require and fund Agencies to regularly solicit public opinion, analyze customers’ online preferences, publish a summary of common customer comments, explain actions taken in response to the feedbackProvide feedback and ideas, hear what government will do with themEnsure underserved populations can access critical information online(P): Lack funding, training or resources to provide online information readily accessible by people with disabilities or who lack English proficiency(R): Fund Agencies so websites made fully accessible to people w/disabilities, establish standards for multilingual websites staffed w/bilingual web content professionals

(P): Insufficient resources to effectively manage customer input, outdated clearance policies to survey public, often no response to public feedback or ideas

(R): Require and fund Agencies to regularly solicit public opinion, analyze customers’ online preferences, publish a summary of common customer comments, explain actions taken in response to the feedback

(P): Lack funding, training or resources to provide online information readily accessible by people with disabilities or who lack English proficiency

(R): Fund Agencies so websites made fully accessible to people w/disabilities, establish standards for multilingual websites staffed w/bilingual web content professionals

Barriers to ChangeLegal/Policy – implications publishing drafts, informal conversations, FOIA, governance framework, free tool offersLeadership/Champions - funding, reinforcement, behavior support, recurring engagement w/audiencesResources – shortage of Subject Matter Experts (SMEs)Culture – punishes risk-takers, innovators not rewardedDivergent Roles - don’t recognize need for Subject Matter ExpertsMultiple Missions – silos, legacy systemsOperational Diversity – lack infrastructure standardsChanging Technology – inflexible complex systemsAdapt to Change Limited – no strategy plan, vision

Truth or TaleDeveloping a Government 2.0 culture can be as simple as setting up a wiki or a blog.TALEIt requires devoted leadership, strategic investments in technology, organizational change and risk taking to overcome the cultural, process, technology and policy hurdles that can hold governments back.

Practicing ‘Open Government’Watch: Open Government at its Best

Gov 2.0 ExamplesState Dept’s Public Diplomacy 2.0- encourage people globally to find peaceful outlets for their political grievances via YouTube, FaceBook, Twitter, etc. to globally persuade individuals to find peaceful outlets for their political MySociety.org – runs most of the UK’s best known democracy websites, i.e., Report Streets to be fixed - 200,000 people wrote their MP for the first time, over 8,000 potholes/broken things have been fixed, nearly 9,000,000 signatures have been left on petitions to Prime MinisterTexas Virtual Border Watch - asks the public to report signs of illegal immigration or drug crimes by viewing live video feedsIntellipedia – Intel Community can look up employee’s profiles & contact info, author blogs, tag news articles, etc.

Gov 2.0 Examples (cont.)D.C. Apps for Democracy: www.appsfordemocracy.org-Open innovation contest where talented technologists & creatives battled it out to create the most useful applications from DC's Data Catalog (mashups)Ex. U.S. PTO Peer to Patent www.peertopatent.org - Opens the patent examination process to public participation for the first timeGPO’s Federal Digital System (FDsys) - http://fdsys.gpo.gov/fdsys/search/home.action -Provides public access to Government info submitted by Congress & Federal agencies, preserved as technology changes.

GPO Fdsys

Felon Search – SharePoint Webparts

Truth or TaleThe GOVERATI is made up of people with first-hand knowledge of how the Govt operates, understands how to use social software to accomplish a variety of Govt missions, & want to use that knowledge for the benefit of all.TRUTHThe goverati includes Govt employees, people from think tanks, trade publications, & non-profits plus high-profile thinkers outside of the Govt with an interest in a more open, transparent, & efficient Govt. Using formal/ informal social networks, they’re networking, sharing info & changing how parts of the Govt interact with each other and with citizens.

Gov 2.0 Search TrendsIntegrate Enterprise Search (ES) w/ECM & KMEx. Consumer Prod. Safety Comm. (FAST ESP & SharePoint)Promote CollaborationPersonalize Search for ‘Communities of Practice’High Precision & RecallIntegrate ES & IT Applications via web services - Ex. FDA FAST ESP Prototype (Transparency) Integrate Information Discovery & Collaboration Tools - Ex. CPSC (MOSS & ESP)Provide Trend Analyses - Ex. USDA (FAST ESP)Build Federated Search w/3rd Party Social Media products – Ex. ConnectBeam, Traction SoftwareIntegrate Knowledge, Resource DBs, & People to Forecast Staffing

Gov 2.0 & FASTWiki’s & BlogsProviding tools to search and analyze the text and metadata contentMining blog content for sentiment indicators about products, brands, corporate political activity or executive behaviorSentiment analysis - the raw material for predictive market intelligence and proactive Web counter-intelligence programs Social Search TechnologiesCan leverage the opinions of a group to provide guidance for recommendations or suggestions of what a member would find most useful Video & Audio Communities (ex. YouTube)Highly accurate, socially conditioned search for clip collectionsDirect video and audio mining approaches enhance findabilitySearch Connection ServicesSearch-delivered filters separate the “signal” of interest from the “noise” of overwhelming quantities of Web content

SharePoint Portal – People Search

Best Practices

Keys to SuccessEducate the organizationDevelop a strategy planInitiate a pilot projectEvaluate existing enterprise technologies compatibility with Web 2.0 strategyCreate policies that maximize the benefits of adopting Web 2.0Embrace a culture of collaboration by continually evolving how interaction happens with internal and external stakeholders Measure results by establishing key performance indicators

How To Define Success?Policy outcomes improvedGovt information & resources used more effectivelyInternal Operations StreamlinedAttracting top talentCulture Wars DiminishFaith in Government RestoredApprop. Authority Levels implemented to gain Citizens TrustChange Management is ‘way of life’

Conclusions

Conclusions

Top Ten To Watch in GovtAccording to Gartner the technologies listed are:VirtualizationCloud computingServers -- Beyond BladesWeb-Oriented ArchitecturesEnterpriseMashupsSpecialized SystemsSocial Software & Social NetworkingUnified CommunicationsBusiness IntelligenceGreen IT

Virtualization

Cloud computing

Servers -- Beyond Blades

Web-Oriented Architectures

EnterpriseMashups

Specialized Systems

Social Software & Social Networking

Unified Communications

Business Intelligence

Green IT

Additional Gov 2.0 ExamplesAgencies Using Online Content & Technology to Achieve Mission and Goalswww.usa.gov/webcontent/documents/ExamplesofUsingTechnologyandContenttoAchieve%20Agency.pdfFuture Melbourne - A Wiki for Citizens to Design a Better Melbournewww.futuremelbourne.com.au/wiki/view/FMPlanBusiness Gateway – www.business.govIts grown from a portal focused on providing small business owners info about start-up & operational sustainability to one-stop access to regulatory compliance info, forms & Gov’t contacts to obtaining federal/state permits to Mashups linking maps with Gov’t office locations to powerful search tools thanks to user feedback.Power of Prosumption - www.dellideastorm.comExample Agencies can mimmick – where it asks customers for ideas to improve service quality, community votes, popular ideas rise to top, enabling Agencies to act.

References“Leveraging Web 2.0 in Government” - Ai-Mei Chang & P. K. Kannan, The Univ. of MD, on behalf of IBM Center for The Business of Government“Recruiting the Next Generation of Government Using Web 2.0” - A Mind & Media white paper by Wes Alwan, Jay Ferrari, and Jill Nienhiser“Change your world or the world will change you - The future of collaborative government and Web 2.0” – Deloitte“Putting Citizens First: Transforming Online Government” A White Paper Written for the 2008 – 2009 Presidential Transition Team by the Federal Web Managers CouncilPresident Barack Obama (MEMORANDUM FOR THE HEADS OF EXECUTIVE DEPARTMENTS AND AGENCIES published in the Federal Register)“Government 2.0: The Rise of the Goverati” – Mark Drapeau

35THANK YOU!Helen L. Mitchell CurtisSenior Program Director, Enterprise Solutionshmitchell@macf.com240-247-1946 (w)240-743-7975 (m)

MACFADDENDelivering Results. Exceeding Expectations.