IDC Government Insights Open Government Initiative Survey Adelaide O’Brien

IDC Government Insights Open Government Initiative Survey Two Surveys: IDC Government Insights survey for 1105’s government and industry IT professionals: Who is using Web 2.0 tools Which tools What purpose 130 responses almost evenly split – government, industry serving government Andrew Krzmarzick (Graduate School) and Ari Herzog ( Ari Herzog & Associates) conducted a similar social media survey for government. 105 government responses Surveys are compared/contrasted where survey questions are similar to IDC survey

Two Surveys:

IDC Government Insights survey for 1105’s government and industry IT professionals:

Who is using Web 2.0 tools

Which tools

What purpose

130 responses almost evenly split – government, industry serving government

Andrew Krzmarzick (Graduate School) and Ari Herzog ( Ari Herzog & Associates) conducted a similar social media survey for government.

105 government responses

Surveys are compared/contrasted where survey questions are similar to IDC survey

IDC Government Insights Open Government Initiative Survey Survey questions include Who’s organization is using Web 2.0? What tools are you using? Why are you using these tools for: Information delivery Enhancing customer feedback Collaboration Challenges in deploying Web 2.0? Using metrics?

Survey questions include

Who’s organization is using Web 2.0?

What tools are you using?

Why are you using these tools for:

Information delivery

Enhancing customer feedback

Collaboration

Challenges in deploying Web 2.0?

Using metrics?

IDC Government Insights Open Government Initiative Survey Industry has higher Web 2.0 tools adoption rates than government Combined, blogs are most prevalent — 48% for industry, 33% in government Wikis, 44% in industry vs. 38% in government Facebook usage = 28% government, 44% industry YouTube usage = 26% government, 25% industry Virtual World or Second Life = 10% government,13% industry Typically used for recruitment or web conferences

Industry has higher Web 2.0 tools adoption rates than government

Combined, blogs are most prevalent — 48% for industry, 33% in government

Wikis, 44% in industry vs. 38% in government

Facebook usage = 28% government, 44% industry

YouTube usage = 26% government, 25% industry

Virtual World or Second Life = 10% government,13% industry

Typically used for recruitment or web conferences

IDC Government Insights Open Government Initiative Survey Leadership’s Use of Web 2.0 Technologies Source: IDC Government Insights Survey 2009

IDC Government Insights Open Government Initiative Survey Herzog/Krzmarzick survey listed over 28 internet tool choices, including tools such as email and itunes, not listed in the IDC survey. With exception of wikis, responses indicate much higher use of similar Web 2.0 tools than IDC survey Response variations possibly due to targeted push to web savvy government responders, including the Federal Web Managers Forum listserv and GovLoop. Also blogged the survey at GenShift.com and AriWriter.com, used Twitter to disseminate a survey link Herzog/Krzmarzick survey also rates tools relative to value/ importance in achieving agency mission. 5 point scale, 1 = not important, 5 = extremely important. Of the tools that line up with the IDC study RSS = 3.79, Blogs = 3.17, YouTube = 3.16, wikis and twitter = 3.13

Herzog/Krzmarzick survey listed over 28 internet tool choices, including tools such as email and itunes, not listed in the IDC survey.

With exception of wikis, responses indicate much higher use of similar Web 2.0 tools than IDC survey

Response variations possibly due to targeted push to web savvy government responders, including the Federal Web Managers Forum listserv and GovLoop.

Also blogged the survey at GenShift.com and AriWriter.com, used Twitter to disseminate a survey link

Herzog/Krzmarzick survey also rates tools relative to value/ importance in achieving agency mission.

5 point scale, 1 = not important, 5 = extremely important.

Of the tools that line up with the IDC study

RSS = 3.79, Blogs = 3.17, YouTube = 3.16, wikis and twitter = 3.13

IDC Government Insights Open Government Initiative Survey 4.0 3.5 X 3 3 f 3 s 2.0 s 1.5 s 1.0 s o 3.0 2.5 Z z .5 0 Web 2.0 Tool Use and Relative Value 44 1 2 3

IDC Government Insights Open Government Initiative Survey IDC survey participants asked to indicate Web 2.0 tools in three categories: Information delivery Enhancing customer/citizen participation Promoting collaboration Information Delivery Types of information similar for both industry and government Program information announcements = 50% government, 62% industry Response to feedback = 53% government, 46% industry Education = 44% government, 56% industry For recruitment, Industry uses more than twice as much as government = 21% government, 46% industry May work against government attracting social media savvy talent

IDC survey participants asked to indicate Web 2.0 tools in three categories:

Information delivery

Enhancing customer/citizen participation

Promoting collaboration

Information Delivery

Types of information similar for both industry and government

Program information announcements = 50% government, 62% industry

Response to feedback = 53% government, 46% industry

Education = 44% government, 56% industry

For recruitment, Industry uses more than twice as much as government = 21% government, 46% industry

May work against government attracting social media savvy talent

IDC Government Insights Open Government Initiative Survey Using Web 2.0 for Information Delivery Source: IDC Government Insights Survey 2009

IDC Government Insights Open Government Initiative Survey Enhancing customer or citizen participation Government and industry similar in using Web 2.0 tools for customer or citizen collaboration = 38% government, 40% industry Higher usage in industry for customer feedback on policies/programs = 26% government, 35% industry Citizen input to agencies on policy not always applicable e.g., CIA, NSA etc.

Enhancing customer or citizen participation

Government and industry similar in using Web 2.0 tools for customer or citizen collaboration = 38% government, 40% industry

Higher usage in industry for customer feedback on policies/programs = 26% government, 35% industry

Citizen input to agencies on policy not always applicable e.g., CIA, NSA etc.

IDC Government Insights Open Government Initiative Survey Promoting Collaboration Cooperation across agencies/business units = 36% government, 39% industry Cooperation across federal, state, and local government/ multi-channel operations = 29% government, 28% industry Continuity of Operations = 14% government, 25% industry

Promoting Collaboration

Cooperation across agencies/business units = 36% government, 39% industry

Cooperation across federal, state, and local government/ multi-channel operations = 29% government, 28% industry

Continuity of Operations = 14% government, 25% industry

IDC Government Insights Open Government Initiative Survey Top Challenges Security = 86% government 71% industry Responses highlight tensions between securing information (already an underlying IT governance challenge) and providing more information to citizens and customers Some responders unsure of the extent of security risks to confidential information heightened by Web 2.0, not willing to try this technology Budgets are the second biggest challenge for government -41% indicated this is a top challenge - followed by human resource constraints and lack of technical expertise. Industry survey responses indicated similar challenges

Top Challenges

Security = 86% government 71% industry

Responses highlight tensions between securing information (already an underlying IT governance challenge) and providing more information to citizens and customers

Some responders unsure of the extent of security risks to confidential information heightened by Web 2.0, not willing to try this technology

Budgets are the second biggest challenge for government -41% indicated this is a top challenge - followed by human resource constraints and lack of technical expertise. Industry survey responses indicated similar challenges

IDC Government Insights Open Government Initiative Survey Source: IDC Government Insights Survey 2009 Top Challenges Your Organization Faces in Deploying Web 2.0

IDC Government Insights Open Government Initiative Survey The Herzog/Krzmarzick survey asked “Is privacy, security, and/or monitoring of social tools important at your agency?” Important to Agency? % Yes % Depends Privacy 70% 18% Security 80% 11% Monitoring 70% 17% Concerns include security threats, protecting public employee privacy, as well as the reality that individuals can make statements that government employees typically avoid Many government responders mentioned social media sites are blocked by their agencies, and seen as “time wasters” Some agencies working on internal blogging and wiki policies

The Herzog/Krzmarzick survey asked “Is privacy, security, and/or monitoring of social tools important at your agency?”

Important to Agency? % Yes % Depends

Privacy 70% 18%

Security 80% 11%

Monitoring 70% 17%

Concerns include security threats, protecting public employee privacy, as well as the reality that individuals can make statements that government employees typically avoid

Many government responders mentioned social media sites are blocked by their agencies, and seen as “time wasters”

Some agencies working on internal blogging and wiki policies

IDC Government Insights Open Government Initiative Survey In the IDC survey, only 18% of government responders indicate their agency measures the success of Web 2.0 technology in meeting mission objectives, 14% for industry The Herzog/Krzmarzick survey indicates 43.8% established metrics prior to implementing social networking tools, but these are not necessarily tied to mission objectives. Comments suggest measurement is for usage, visits, subscribers, etc.

In the IDC survey, only 18% of government responders indicate their agency measures the success of Web 2.0 technology in meeting mission objectives, 14% for industry

The Herzog/Krzmarzick survey indicates 43.8% established metrics prior to implementing social networking tools, but these are not necessarily tied to mission objectives.

Comments suggest measurement is for usage, visits, subscribers, etc.

IDC Government Insights Conclusions HR and technical expertise challenges will persist until government and industry begin to successfully measure Web 2.0 ROI Measuring the number of Twitter followers or registered community members is not indicative of the effectiveness of these tools. Data analysis and performance measures needed to measure impact on mission, such as measuring citizen and customer engagement through comments and/or participation, providing, for example, better, faster, cheaper and more pervasive delivery of services As federal agencies develop "signature" open government initiatives deploying Web 2.0 technologies to support missions and enforce with governance policies that address privacy and security, usage of these tools will dramatically increase Government agencies and industry should share best practices and lessons learned with the ultimate goal of increasing citizen and customer satisfaction

HR and technical expertise challenges will persist until government and industry begin to successfully measure Web 2.0 ROI

Measuring the number of Twitter followers or registered community members is not indicative of the effectiveness of these tools.

Data analysis and performance measures needed to measure impact on mission, such as measuring citizen and customer engagement through comments and/or participation, providing, for example, better, faster, cheaper and more pervasive delivery of services

As federal agencies develop "signature" open government initiatives deploying Web 2.0 technologies to support missions and enforce with governance policies that address privacy and security, usage of these tools will dramatically increase

Government agencies and industry should share best practices and lessons learned with the ultimate goal of increasing citizen and customer satisfaction

For Additional information Adelaide O’Brien [email_address] idc-insights-community.com/government Andrew P. Krzmarzick GenShift.com Twitter.com/KrazyKriz Ari Herzog [email_address] Ariwriter.com