Citizen EngagementRoundtable Lessons Learned and Next Steps for Colorado Hashtag #OFACO
Obama for AmericanDigital TeamHarper Reed - CTOChris Gansen - Engineering Lead, DashboardJason Kunesh - Director of User Experienceand ProductDylan Richard - Director of Engineering
Kristin D. Russell Secretary of Technology & Chief Information Officer, State of ColoradoSherri Hammons Chief Technology Officer, State of Colorado
“Enabling good government through the use of efficient, effective and elegant technology.”Citizen Engagement Platform(My Colorado)Kristin D. RussellSecretary of Technology & Chief Information OfficerSherri HammonsChief Technology Officer
Need for Change• Effective business models require a comprehensive view of their customer base, enabling proactive customer lifecycle management• Private sector understands this, hence the wide- spread development and use of existing CRM solutions geared toward traditional commercial business processes• Public sector customer lifecycle management is passive, reactive, and single transaction oriented• Current customer management solutions for government are immature, undeveloped, and duplicative Bottom line… we are not meeting our customers growing needs 5
Today’s Model Today’s model demonstrates that despite similar, if not the same, corefunctionality requirements, state agencies and departments continue to build and manage isolated, disintegrated systems for customer management 6
Need for Change: The Facts• Federal and state governments spend billions per year to upgrade or replace outdated state technologies o 28 State Labor Benefits Systems > 20 years old; Avg. cost is $40-60M o 27 State Labor Tax Systems > 20, some greater than 40! Avg. cost is $40-60M o Average cost for new MMIS Systems is $110M. 10 States looking upgrade o Over $500 Million spent for states to set up 14+ similar Health Exchanges o Kansas modernizing DMV: $10Million; Idaho modernizing DMV: $10Million• Systems are running on old, "End of Life" technologies that are no longer manufactured and barely supported o In some cases, systems cannot even be modified when new laws take effect. o COFRS had this issue with some federal mandates o If they crash, they may take days to recover• Personnel are difficult to find and are retiring at an alarming rate o 30% of all State IT workforce eligible for retirement in next 5 years. (NASCIO Study) 7
Complication Vendors profit from building & maintaining the same systems (over and over again) Feds have tried to enforce “transferability” withLack of Innovation little to no success States have little incentive to share No integration, reuse or economies of scale Increasing cost to implement & maintain legacy IT Continual need for investment due to current on- premise environmentsCosts continue to rise State budgets allow for these systems to go EOL Little to no continuous innovation as these systems rust Different pricing levels Few mobile solutions in any state Lack of online servicesServices cumbersome Citizens forced to modify their information in many places Rarely are citizen preferences considered 8
RISK of the Status Quo• Costs will continue to skyrocket due to duplication of data, infrastructure, software maintenance, product support• Citizens do not get the benefit of an enterprise solution, continuous innovation and proactive services• Government decisions continue to be slow, cumbersome and lacking proper analytics 9
The AnswerA National Citizen Engagement Platform Cloud Based Solution Information Sharing Across Agencies & States Single “Portal” for Citizens Standard Applications for Gov Cost Savings in the $B’s 10
Tomorrow’s Model Unemployment Insurance Income Tax Human Service Programs Public Safety Motor Vehicle Registration Parks & Medicaid Recreation Eligibility Health Insurance Licensing & Permits Student Other LoansTomorrow’s model is predicated on the use of a common CRM solution specifically builtfor governments to provide holistic, comprehensive customer management services 11
Why a National Citizen Engagement Platform? • Build once, use many • Innovation is built in. Maintenance is automatic, since upgrades are a part of the model • Economies of scale • Smoothing out state budgets • Lowers risk• Proper architecture design allows for reuse among states • Places the burden on the builder, not the buyer 12
Citizen Centric My Business View My Services Registration DMV Licensing Parks & Recreation Taxes Revenue-Taxes About Me How To Contact Me Notifications & Messages My Information My My Community Health Where I Live BMI Check My Neighborhood Update My Stats Local News Latest NewsThe citizen centric view allows the citizen to interact with government and their community in a seamless and choice-based manner 13
Tomorrow’s Model Any device, any where, any time… Prototype by Deloitte 15
What We Need From You• Your support in carrying forward the message about this change• Engagement and introduction to Federal leaders and influencers who can help sponsor this effort• Support of “My CO” pilot• Advice, feedback and ideas! 17
Benefits Ability to create a true cloud solutions for government that can be used across 50 states (WYCAN Model) Economic development opportunity for private sector Reduction of cost in the $Billions Increased engagement of citizens (47% to 100%) Information sharing across states, agencies and departments Elastic scalability and sustainability Enablement of good government to provide efficient, effective and elegant services to citizens “Success is achieved when self interests are aligned.” – Governor John Hickenlooper 18
It’s About Good Government 5. Launch a holy war for government reform. “Attack the state government’s service-delivery model in every single function and every single department using secure cloud-based services and the astonishing open-source tools that make up today’s Internet. Don’t just find “efficiencies.” Take a clean sheet of paper and rethink motor-vehicle regulation, mental-health-services delivery, corrections, everything. Be as informationalized as Amazon and as ruthlessly efficient as FedEx. Want to show people we’re serious about innovation? Innovate.” - Dave Maney, Denver Post – 2/3/13 19
“Enabling good government through the use of efficient, effective and elegant technology.”Kristin RussellKristin.email@example.comSherri HammonsSherri.firstname.lastname@example.org
Scott Gessler Colorado Secretary of StateMike Hardin Director, Business & Licensing, Colorado Secretary of State
Colorado Secretary of State Scott GesslerEvolution of the Colorado Secretary of State’s Office
Paper-Based SystemRequires a large number of employees doingrudimentary work.Less efficiency and prone to errors.More costly to customers.
Online Filing & Searching System Self-service for customers. Higher level of customer services. Increased efficiency and less prone to errors. Reduced costs.
The Future of ServiceBusiness Efficiency Suite User accounts and customized servicesE-learning On-demand learning – learn when and where you want.Service Integration A single point of contact
Business Intelligence CenterPlatform for business related data and information.Colorado Business Innovation Challenge
Arvada + Boulder + ?Survey says…• A sizeable 21% have no systems at all• 59% note inadequate funding to sustain current and planned web services. Of these respondents, 84% are looking for creative alternatives to meet their needs.
Arvada + Boulder + ?Survey says…• 50% (35 cities and non-profits, 17 in Colorado) would be interested in partnering on an open- source web platform.• 40% of these respondents would consider contributing code to a partnering effort, while 60% would pay a fee instead.
Arvada + Boulder = Community InnovationOther Uses of Xpress CMS:• Adopt-a-city – starting in Colorado• Non-profits• Connecting communities you might not anticipate…
Arts and KidsHOW? Xpress CMS • Connect kids via social STEAM website • Allow kids to chat, upload video, presentations on topics like Color, Motion • Work with teachers to design the curriculum • Bring arts from the professional field into the classroom
Arts and Kids Corning – A Day Made of Glass 2 Video
Jennifer Newcomer Data and Information Manager, The Piton Foundation
Unlocking the power of data for the common good… moving beyond the data catalogJennifer Newcomerjnewcomer@piton.org303-454.3776www.codataengine.org
A platform to create and An easy-to-use hub offeringshare digital stories about access to public data, basiccommunity issues that visualization tools, and datainspire people to act sharing tools
What’s next…Shared Indicators Education Goals All Children are Ready for School 3rd grades students are reading proficiently 5th grade students are proficient in reading and math 8th grade students are proficient in reading, writing and math Students graduate from High School, are post-secondary and workforce prepared Health Goals Healthy Pregnancy/Birth Healthy Infant (Birth – 1) Healthy Child (1 – 8) Healthy Adolescent (9 – 17)
Jordan Wirfs-Brock Data Curator, The Piton Foundation
Data-Driven Stories that Inspire People to ActJordan Wirfs-Brock, The Piton Foundation@email@example.comFloodlightProject.org
GOAL:Unlock the power of data andput it into the hands ofcommunity change makers.
Truly open data needs to address both ACCESS and MEANING.Images via James Kyle and Rohan Gupta, The Noun Project
Announcing Hack4Colorado and the National Day of Civic Hacking- THE Hackathon for 2013!Themes include Sports & Fitness, Health & Wellness, Sustainability, Veterans, Tourism & EducationWho? Innovators, Hackers, Developers, DesignersWhen? May 31, June 1, June 2Where? Galvanize, 1062 Delaware Street, DenverHow? Event Sponsor, Prize Sponsor, In-kind Sponsor, Participate, CompeteWhy? Community, Innovation, Leadership, Collaboration, Branding, PR,Influence, Visibility, Energy, Passion, Prizes, Entertainment
Jason Lally Director of Decision Lab at PlaceMatters and Founder, Colorado Code for Communities
Events Code for Communities bi-weekly hack nights (March 12th) & monthly meet-up (March 25th) - www.codeforcommunities.org Longmont Hackathon (April 12-14) - longmonthackathon.com Hack4Colorado (May 31st-June 2nd) – hack4colorado.com Startup Week Social Impact Track (Sept. 16-21)Ideas and in planning Business Intelligence Center – in progress Citizen Engagement Platform – in progress Code for America Fellowship Open Government Initiatives and Directives Governor’s Innovation Fellowship