Web 2.0 - From a Social to a Service Web
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Web 2.0 - From a Social to a Service Web

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Web 2.0 is typically seen as simply a set of Social web tools. However, for the public sector, there is a need to address not only citizen engagement but also the need for enhanced eService delivery. ...

Web 2.0 is typically seen as simply a set of Social web tools. However, for the public sector, there is a need to address not only citizen engagement but also the need for enhanced eService delivery. A series of future service scenarios and the concept of "Service One" is also presented to address the issue of the jurisdictional divide in public service delivery.

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Web 2.0 - From a Social to a Service Web Web 2.0 - From a Social to a Service Web Presentation Transcript

  • Fast Forward Web 2.0 - Moving from a Social to a Service Web Presented by Jury Konga Municipal Information Systems Association 2009 Annual Conference Oshawa, Ontario. June 2, 2009.
  • Acknowledgements Thank you to …  My MISA ‘09 Web 2.0 colleagues - Dave Wallace, City of Toronto; Nick Vitalari, nGenera; Dave Tallan, Province of Ontario; Rob Giggy, City of Ottawa; Karen Mayfield, eSolutions Group; Sandra Crutcher, City of Toronto and Roy Wiseman, Region of Peel  My Linkedin Groups and some key Web 2.0 Government and related groups – Govloop, MuniGov, W3C eGovernment  Special mention to some knowledge leaders I follow – Don Tapscott, nGenera; Tim O’Reilly, O’Reilly Media, Maryantonett Flumian, University of Ottawa, and Steve Ressler, Founder Govloop.com  MISA 2009 Conference– Jury Konga areFast Forward WebandSocial to a Service Web Opinions expressed my own 2.0 – do not necessarily reflect the2 views of organizations I’m associated with
  • Overview  Web 2.0 – The Short Story  e-Government context  Community Collaboration examples  Moving from a Social to a Service Web MISA 2009 Conference– Jury Konga Fast Forward Web 2.0 – Social to a Service Web 3 View slide
  • Web 2.0 – The Short Story … it’s about people, our society, our planet MISA 2009 Conference– Jury Konga Fast Forward Web 2.0 – Social to a Service Web 4 View slide
  • Web 2.0 – The Short Story Source : Vincenzo Cosenza blog MISA 2009 Conference– Jury Konga Fast Forward Web 2.0 – Social to a Service Web 5
  • Web 2.0 – The Short Story  Web 2.0 – what’s its role in life …. one view – the 3 C’s • Community – virtual Communities leading to real impacts • Communication – foundation for moving forward • Collaboration – benefits all of us and leads to better communities MISA 2009 Conference– Jury Konga Fast Forward Web 2.0 – Social to a Service Web 6
  • Web 2.0 – The Short Story  Here’s some comparisons between Web 1.0 and Web 2.0 Web 1.0 Web 2.0 Static Dynamic/Interactive Publishing Participation Directories (taxonomy) Tagging (folksonomy) Reading Writing Organization websites Communities of Interest Owning Sharing “Insourcing” Crowdsourcing Source: Compiled from a variety of websites MISA 2009 Conference– Jury Konga Fast Forward Web 2.0 – Social to a Service Web 7
  • Web 2.0 ism’s “All of us is smarter than one of us” Source: 2008 SocDevCamp, Chicago, IL “The new web is the natural habit for a new cohort of collaborators called the Net Generation.” Source: “grown up digital” (2008), Don Tapscott (also author of Wikinomics: How Mass Collaboration Changes Everything) “There are more knowledgeable people outside your organization than inside.” Source: Unknown – please claim this if it’s yours. Thank you. MISA 2009 Conference– Jury Konga Fast Forward Web 2.0 – Social to a Service Web 8
  • Web 2.0 – It’s Potential ….  " To really understand Web 2.0 (or rather what is happening with the Web today, whatever you want to call it) you have to think beyond today’s social software fads and start imagining new combinations of interactions between people, software and data, at every level of scale from individual to global. “ Dion Hinchcliffe, Editor-in-Chief at Social Computing Magazine  What are we looking to achieve in government … enhancing our Citizen Engagement AND Effective Service Delivery MISA 2009 Conference– Jury Konga Fast Forward Web 2.0 – Social to a Service Web 9
  • e-Government and Web 2.0 - Vision of eGov … unfulfilled?  Delighted Customers - focus on needs • Connected Citizens - Supporting Active  Convenient & Citizenry Easy to use  Citizens as  Transcends stakeholders organizational  Community building boundaries  Greater trust &  Respects confidence privacy Singapore – A focused Vision Source: URISA e-Government Workshop, Jury Konga MISA 2009 Conference– Jury Konga Fast Forward Web 2.0 – Social to a Service Web 10
  • e-Government and Web 2.0 - Goals for e-Government  Example goals for eGov – from assorted sources • “Customers online, not waiting in line” o Customers need not waste their time waiting in line at the counter, they now have the option of doing their business online via the Internet.” eGovernment article, Jennifer O’Neill, NY State Records Services • “Intimacy with netizens” o Netizens are Internet citizens. For eGovernment to work, netizens must feel a connection to your services.” eGovernment article, Jennifer O’Neill, NY State Records Services • “To fundamentally change and improve the way citizens interact with government and their communities”; State of Virginia • “To build a robust infrastructure supporting eGovernment establishment and growth.” ; State of Virginia • “For citizens to seamlessly access services regardless of governmental structure.”; State of Virginia Source: URISA e-Government Workshop, Jury Konga MISA 2009 Conference– Jury Konga Fast Forward Web 2.0 – Social to a Service Web 11
  • e-Government and Web 2.0 - Key Challenges of e-Government  The Digital Divide • Our clients are diverse in their needs and access to technology  The Financial Divide • Public sector budgets vary dramatically  The Organizational Divide • No “Silos” - act as an enterprise … policies & standards must harmonize  The Jurisdictional Divide … and governance • The need for a single, integrated public service “portal”/delivery channel Source: URISA e-Government Workshop, Jury Konga MISA 2009 Conference– Jury Konga Fast Forward Web 2.0 – Social to a Service Web 12
  • e-Government and Web 2.0 - Key Challenges of e-Government (cont)  Managing Expectations & Prioritizing Government Services • Is Social Housing more Important than e-Government technology?  Open Government versus Protection of Privacy & Security • Delicate balance between legislation, service delivery & security  Re-Engineering Existing Business Processes & Service Delivery • Status quo is not acceptable, good enough is NOT good enough - numerous people related issues  The Resources challenge – $$, technology, skills & intellectual capital Source: URISA e-Government Workshop, Jury Konga MISA 2009 Conference– Jury Konga Fast Forward Web 2.0 – Social to a Service Web 13
  • e-Government - Role of Web 2.0  Role of Web 2.0 for e-Government • Community, Communication, Collaboration  Enhancing our Citizen Engagement and Effective Service Delivery  Web 2.0 technologies facilitate service delivery over the web  Partnering and collaboration among the overall “community” – public sector, private sector, stakeholder communities MISA 2009 Conference– Jury Konga Fast Forward Web 2.0 – Social to a Service Web 14
  • “Community” Collaboration in Web 2.0 - Finding a place to live • Google Map mashup with Craig’s List rental/sales http://www.housingmaps.com/ MISA 2009 Conference– Jury Konga Fast Forward Web 2.0 – Social to a Service Web 15
  • “Community” Collaboration in Web 2.0 - Finding a place to park http://www.yourparkingspace.co.uk/ MISA 2009 Conference– Jury Konga Fast Forward Web 2.0 – Social to a Service Web 16
  • “Community” Collaboration in Web 2.0 - Finding your way home  Stumble Safely – a guide to bars and http://www.outsideindc.com/stumblesafely avoiding crime, “Apps for Democracy” Silver Award  “... contest is to develop innovative software to present District data, its long-term goals are broader,” said District CTO Vivek Kundra. “By making government data easy for everyone to access and use, the District hopes to foster citizen participation in government, drive private-sector technology innovation and growth, and build a new model for government-private sector collaboration that can help all governments address the technology challenges of today and tomorrow.”  President Barack Obama named Vivek Kundra the Federal Chief Information Officer (CIO), on March 5, 2009 MISA 2009 Conference– Jury Konga Fast Forward Web 2.0 – Social to a Service Web 17
  • “Community” Collaboration in Web 2.0 - Service Request  FixMyStreet started in UK; recently began in Canada in Ottawa area  Community controlled; data passed on to appropriate jurisdiction  Issues with approach - industry standards versus public expectations (e.g. potholes) - public sector capacity to address issues MISA 2009 Conference– Jury Konga Fast Forward Web 2.0 – Social to a Service Web 18
  • “Community” Collaboration in Web 2.0 - Scientific Community  Intergovernmental Panel http://files.globalmarshallplan.org/inhalt/ipcc_702.pdf on Climate Change; 2007 Report (illustrates importance of data represented spatially)  Collaboration among scientists essential and ongoing  Collaboration among government leaders essential – how can we speed up the actions Source: Global Marshall Plan – balance the world MISA 2009 Conference– Jury Konga Fast Forward Web 2.0 – Social to a Service Web 19
  • “Community” Collaboration in Web 2.0 - Adding Geography to Web 2.0 in Mashups Location + Twitter = GeoTweeting Location + Flickr = Geo Flickr http://www.schmap.com/geotweet/ Google Latitude on your Desktop or Phone MISA 2009 Conference– Jury Konga Fast Forward Web 2.0 – Social to a Service Web 20
  • “Community” Collaboration in Web 2.0 - Data Source and Data Quality  Mashups combine data from various sources – good data?  Health Map example circa April 27, 2009. • Data source – Swine Flu in Mexico missing  Quality of data would be helped with metadata for the public • Authoritative source? • Public trust in community led sites MISA 2009 Conference– Jury Konga Fast Forward Web 2.0 – Social to a Service Web 21
  • “Community” Collaboration in Web 2.0 - A Municipal Government Community  MuniGov 2.0 on Second Life http://secondlife.com/  Collaboration among local governments  Virtual weekly meetings MISA 2009 Conference– Jury Konga Fast Forward Web 2.0 – Social to a Service Web 22
  • “Community” Collaboration in Web 2.0 - Broader Public Sector Community  GovLoop is one of the most referred to websites for government collaboration  Connecting over 12,500 federal, state/provincial, local members from U.S., Canada, and the world  GovLoop focuses on sharing ideas and best practices to improve government  News, Blogs, Forums, Wiki, Video, Groups  www.govloop.com MISA 2009 Conference– Jury Konga Fast Forward Web 2.0 – Social to a Service Web 23
  • Fast Forward Web 2.0 - eService Scenario … MyWork Public Sector Service - A multitude of disciplines MISA 2009 Conference– Jury Konga Fast Forward Web 2.0 – Social to a Service Web 24
  • Fast Forward Web 2.0 - eService Scenario … MyWork  Web 2.0 facilitates communication and collaboration among diverse groups in different locations with the same potential for service delivery – what to do …  The public views government as one entity – we need to act as one  The Town arborist who notices graffiti on a park bench -> service request  The building inspector who notices a minor watermain leak - > service request  Police officer who sees someone in need of social services - > service request  Corporate culture – Need to replace “It’s not my job” with it’s all our jobs … We’re all service ambassadors – we all need to collaborate MISA 2009 Conference– Jury Konga Fast Forward Web 2.0 – Social to a Service Web 25
  • Fast Forward Web 2.0 - eService Scenario … MyWork  Supporting service delivery – collaborating with people in a timely manner (need to find them – time + place)  Source: “The Power of Future Location for Social Networking”; GeoWeb 2008 by Peter Batty, President Spatial Networking  “Combining space, time and the social graph to create a new infrastructure for calendaring and scheduling.”  We’re already part of the way there - MISA 2009 Conference– Jury Konga Fast Forward Web 2.0 – Social to a Service Web 26
  • Fast Forward Web 2.0 - Future eService Scenario … MyCar Some Current Automotive Technology Interfaces Tesla dashboard Mercedes Split Screen Technology MISA 2009 Conference– Jury Konga Fast Forward Web 2.0 – Social to a Service Web 27
  • Fast Forward Web 2.0 - Future eService Scenario … MyCar Supportive Sensor Information Technologies Streetline City Infrastructure Technologies Parking availability sensor Sensor Web as predicted by Matt Heavner at University of Alaska Southeast Inroad sensors MISA 2009 Conference– Jury Konga Fast Forward Web 2.0 – Social to a Service Web 28
  • Fast Forward Web 2.0 - Future eService Scenario … MyCar (MyBus etc)  ITS (Intelligent Transportation Systems) and Telecommunications  Voice recognition is key  Info from sensor systems for traffic alerts  Pothole incident – report it, location via GPS, message to “Service One”  Just another channel/ “vehicle” for service requests and delivery  Integration with public and private sector services MISA 2009 Conference– Jury Konga Fast Forward Web 2.0 – Social to a Service Web 29
  • Fast Forward Web 2.0 - Future eService Scenario … MyHome Home Entertainment and WII meets Second Life = MyHome communications central - voice and movement activation MISA 2009 Conference– Jury Konga Fast Forward Web 2.0 – Social to a Service Web 30
  • Fast Forward Web 2.0 - Future eService Scenario … MyHome Second Life – Ontario’s Digital Island  Service integration – entertainment, personal communications, and family services  Your Homepage of friends, family, “communities” of interest, social and leisure services  Engaging you- all sectors at your service MISA 2009 Conference– Jury Konga Fast Forward Web 2.0 – Social to a Service Web 31
  • Fast Forward Web 2.0 - Future eService Scenario … MyHomepage  Personalized “MyHome” page is gaining popularity  Content may include: • News & weather • Time around globe • Favourite Apps • Social Networks • Other Communities of Interest • Photos & Videos • Service Connections – e.g. Government – Service One MISA 2009 Conference– Jury Konga Fast Forward Web 2.0 – Social to a Service Web 32
  • Fast Forward Web 2.0 - Future eService Scenario … MyWorld Service Requests  Clients don’t care who does what – Requests from MyHomePage they just want (Facebook, Linkedin, etc) Service One (2.0) effective service - The Service delivery Coordinator Integrated Service Delivery “Engine”  Expectations continue to Standardized Processes, Protocols and Knowledge Base increase – an integrated, holistic approach must be taken Business Knowledge Database  Include the clients in the design MISA 2009 Conference– Jury Konga Fast Forward Web 2.0 – Social to a Service Web 33
  • Moving the Service Agenda Forward - Leverage Our Collective Experience  Web 2.0 communities – GovLoop, MuniGov 2.0  e-Government experience – Service Canada, Service Ontario, Service New Brunswick, Municipal “e-City”s  Institute for Citizen-Centred Services  Private Sector – nGenera, IBM Global Solutions, Accenture, KPMG – Chartwell, Gartner  Non-profit organizations , academia, industry organizations MISA 2009 Conference– Jury Konga Fast Forward Web 2.0 – Social to a Service Web 34
  • Moving the Service Agenda Forward - Confirming the Citizen Centric Business Model  Being citizen-centric is a Service Canada’s Citizen Centred Business Model generally agreed to first principle in quality public service delivery  The business model will impact on policies, processes, technologies, and data required to be citizen-centric Source: “Citizens as Prosumers: The Next Generation of Service Innovation”, Maryantonett Flumian, nGenera Insight, October 2008 Source: Citizens First Report, Erin Research, Oct 1998 MISA 2009 Conference– Jury Konga Fast Forward Web 2.0 – Social to a Service Web 35
  • Moving the Service Agenda Forward - eService Delivery Architecture  eService delivery – keeping it simple  Enterprise architecture in The “Magical” Cloud place to provide eServices With Web 2.0 technologies  Leverage Web 2.0 technologies in the cloud (and internally) Enterprise Architecture Business Architecture  The Internet is the conduit Web 2.0 for eService delivery Technologies Information Architecture for intranet use Technology Architecture  Local and global clients MISA 2009 Conference– Jury Konga consume the services 36 Fast Forward Web 2.0 – Social to a Service Web
  • Moving the Service Agenda Forward - eService Delivery: Business Architecture Moving to Municipal Reference Model V2 Provider Jurisdictions Target Programs Governance Client Groups Organizations Outcomes Organizations & Impacts Public Programs Clients Services Organization Accomplish Internal Services Accountability Services Individual Roles Outputs Clients Deliver Activities Groups Responsibility Processes Tasks Jobs Authority Used in Resources Resources 1993 - MRM data model defines 2008 – MRM business model municipal information. defines municipal operation. Source: “Using Reference Models for Service Mapping in Canadian Governments”, Roy Wiseman MISA 2009 Conference– Jury Konga Fast Forward Web 2.0 – Social to a Service Web 37
  • Moving the Service Agenda Forward - eService Delivery: Business Architecture Example Community Services Corporate Services Planning, Property Corporate Finance Prop. Assessment CAO Secretariat Responsibility EPC Secretariat Water & Waste Fire Paramedic Mayor's Office Police Service Public Works Mapping: City Clerks Service Names: Transit Audit Animal                               City of Control,Care Winnipeg Arts, Ent. &Culture   X X X X                     Assessment/Tax       X X             X       Need to move Building Permits                   X           to a standard Cemeteries                   X           municipal City Beautification                         X     City Planning                   X           service Community Health       X                       catalog. Council & Admin X X X   X   X   X             Crime Prevention       X             X   X     Disaster Response   X   X                       Econ. Development   X     X   X   X X           Source: “Using Reference Models for Service Mapping in Canadian Governments”, Roy Wiseman MISA 2009 Conference– Jury Konga Fast Forward Web 2.0 – Social to a Service Web 38
  • Moving the Service Agenda Forward - Open Data is a Critical Success Factor Source: Toronto Change Camp 2009 MISA 2009 Conference– Jury Konga Fast Forward Web 2.0 – Social to a Service Web 39
  • Moving the Service Agenda Forward - Open Data is a Critical Success Factor  Open Data focus not new – has it’s roots in the 1990’s  Recent Open Data initiatives include City of Toronto and City of Vancouver  Increasing support for becoming more open than today and with managed access  Interoperability of data is important for re-use by many organizations providing service delivery  Metadata is an important business requirement to manage risk (litigation) related to the potential misuse of the data  Intellectual property and data licensing continues to evolve  The balance between Privacy concerns vs. service delivery efficiencies is an evolving area that needs policy review MISA 2009 Conference– Jury Konga Fast Forward Web 2.0 – Social to a Service Web 40
  • Moving the Service Agenda Forward - Technology Architecture to Support Service Delivery  Samples of eGov architectures  Architecture has been somewhat standard in the applications area  Web 2.0 technologies now Source: New Zealand eGovernment need to introduced Source: emeraldinsight.com Source: Greenhat Consulting MISA 2009 Conference– Jury Konga Fast Forward Web 2.0 – Social to a Service Web 41
  • Moving the Service Agenda Forward - Web 2.0 into the Technology Architecture Source : Vincenzo Cosenza blog MISA 2009 Conference– Jury Konga Fast Forward Web 2.0 – Social to a Service Web 42
  • Moving the Service Agenda Forward - Web 2.0 Technology Tools continue to Evolve Wave from Google - “a personal communications and Collaboration Tool” (Open source) - Concept: creating a conversation as a shared “object” (email + IM) - announced May 28, 2009 Coming Later in the year Bing from Microsoft - Not a just a search engine … a Decision engine - Concept: more than one answer, provides options, website content - Going Live June 3rd, 2009. TOMORROW MISA 2009 Conference– Jury Konga Fast Forward Web 2.0 – Social to a Service Web 43
  • Moving the Service Agenda Forward - Washington DC as a Web 2.0 Model  Recall Vivek Kundra, prior CTO now federal CIO  “Apps for Democracy” contest using Web 2.0 technologies – 2nd contest underway  Web 2.0 offerings include • Mayor’s Blog • Police on Facebook • Procurement Wiki • Library info on You Tube & MySpace MISA 2009 Conference– Jury Konga Fast Forward Web 2.0 – Social to a Service Web 44
  • Moving the Service Agenda Forward - Innovation and Collaboration in Local Government  Collaborative Project Initiatives/Teams • ERP – exists • MRM V2 – evolving • Web 2.0/Gov 2.0 – potentially after MISA conference • Security, Accessibility …. many other initiatives are underway in individual municipalities, regional partnerships, collaboration with private sector, etc. • Need a coordinated, integrated and holistic approach  Collaboration with Institute for Citizen-Centred Service (ICCS)  Ontario Centre Of Excellence for Innovation in Municipal Government – from concept to reality, the timing is right! MISA 2009 Conference– Jury Konga Fast Forward Web 2.0 – Social to a Service Web 45
  • Web 2.0 – From a Social to a Service Web - Concluding thoughts  Web 2.0 principles and technologies offer huge opportunities to support enhanced service delivery  “Open” Data is a key to moving the agenda forward  Service One (2.0) is about the client not the jurisdiction  Technology is not the issue – leadership and policies will dictate how quickly we improve our service delivery  Expanding a 1990’s e-Government mantra … “Think Big, Start Small, Scale Fast” and now add – Collaborate LARGE MISA 2009 Conference– Jury Konga Fast Forward Web 2.0 – Social to a Service Web 46
  • Web 2.0 Townhall Meeting and Roundtable Discussion  Web 2.0 Townhall Meeting – Wednesday June 3, 2009. • Moderator: Jury Konga, Town of Richmond Hill • Speakers: Dave Wallace, CIO, City of Toronto “The need for an overarching municipal strategy” Roy Wiseman, CIO, Region of Peel “Sharing info in the past … what will work in the future” Dave Tallan, Manager e-Government and Web, Ontario Government “Provincial Collaboration and how to extend that to municipalities” Nick Vitalari, Executive Vice President, nGenera “the applied collaboration model/platform requirements” MISA 2009 Conference– Jury Konga Fast Forward Web 2.0 – Social to a Service Web 47
  • Thank you jkonga@richmondhill.ca