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Using Web 2.0 to Improve How TSA Does Business


Brief by Neil Bonner on Web 2.0 initiatives for KM in TSA.

Brief by Neil Bonner on Web 2.0 initiatives for KM in TSA.

Published in Technology
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  • 1. Using Web 2.0 to Improve How TSA Does Business
  • 2. What is Web 2.0 Tag cloud from Wikipedia representing Web 2.0 themes technology applications intentions Web 2.0 Wikis Folksonomy Blogs Recommendation Sharing Collaboration Social Software Perpetual Beta Participation Aggregators Usability Widgets Joy of Use User Centered Six Degrees Page Rank Browser Simplicity Design CSS Web Standards Standardization Economy XML Microformats SOAP Accessibility Remixabilty RSS Open APIs Mobility Convergence Semantic DHTML Atom Ruby on Rails VC Trust Affiliation Data Driven Audio Video IM AJAX Syndication REST Modularity Open ID The Long Tail
  • 3. What is Web 2.0
    • From Wikipedia…
    • The term " Web 2.0 " describes the changing trends in the use of World Wide Web technology and web design that aim to enhance creativity, communications, secure information sharing, collaboration and functionality of the web. Web 2.0 concepts have led to the development and evolution of web culture communities and hosted services, such as social-networking sites, video sharing sites, wikis, blogs, and folksonomies. Although the term suggests a new version of the World Wide Web, it does not refer to an update to any technical specifications, but rather to changes in the ways software developers and end-users utilize the Web .
    From Lawson… The writable Internet.
  • 4. What is Web 2.0
    • Enterprise 2.0
    • Government 2.0
    • President 2.0
  • 5. What’s happening at TSA
    • We’re looking at the consumer web -- at emerging technologies, applications, and approaches to find the business value of using those at TSA both with external stakeholders… and behind the firewall.
  • 6. IdeaFactory
    • Launched in April 2007 to empower TSA’s workforce to improve security and business operations.
    • Every day, TSA employees brainstorm new programs, processes, and technologies based on specific topics and then comment and rate each other’s ideas.
    • Created online community that enabled employees nationwide to “talk” to each other and opened lines of communication between field and HQ.
    • More than 30 new programs, initiatives, or changes in Standard Operating Procedures implemented to date.
    Inspired by…
  • 7. IdeaFactory
  • 8. IdeaFactory
  • 9. IdeaFactory – Factory Report
    • 7,326 ideas | 172,115 ratings | 64,042 comments
    • Over 12,000 unique visitors (150 new visitors/week)
    • Approximately 6,000 visitors each month, 1/3 actively contribute
    • On average:
      • 300 ideas are submitted each month (10 per day)
      • Each idea receives 9 comments and 23 ratings
    • 800 ideas have been formally reviewed; 300 “official” responses are posted with 100 more “under review”
    • Terms of Use violations are less than 1% of posts
  • 10. IdeaFactory - How did we do it?
    • Simplicity
      • Add idea, make comment, vote
      • 8 weeks from concept to go-live
    • Integrated Project Team
      • Information Technology (in-house developers)
      • Strategic Communications & Public Affairs
      • Chief Counsel
      • SSI Office
      • Executive Leadership Team
    • Communication / Marketing
      • Broadcast emails, TSA Newsletter
      • Kip’s Webcast
      • Teasers / Posters / Flyers
    • Took a risk – “It’s an experiment…”
  • 11. IdeaFactory – Secret Sauce
    • Dedicated IdeaFactory Program Office
      • 1.5 Feds + 3 contractors
      • Perform site moderation, idea evaluation , & communications
    • TSA Innovation Council
    • Constant communications (challenges, updates, etc.)
    • Senior executives demonstrate to employees that management is participating by leaving comments and using information
    • Demonstrated results (over 30 implemented ideas)
    • Formal and overt recognition of winning ideas and the people who submitted or provided helpful comments on the idea
  • 12. Evolution of Security (EoS) Blog
    • Launched in January 2008
    • Why?
    • Engage the public (and TSOs)
    • Debunk myths
    • Explain the “why” of security
    • Humanize workforce
    • More than 2,000 comments in first three days; most posts get 50-100 comments each
    • Technorati Authority: 250
    • Technorati rating: 14,013
  • 13. EoS Blog - Feedback
  • 14. EoS Blog - Feedback
  • 15. EoS Blog – Blog Team’s “Money Quote” February 11, 2008 9:43 PM
  • 16. EoS Blog - How did we do it?
      • Simplicity
      • Free Internet blogging software
      • Existing website infrastructure
      • 4 weeks from concept to go-live
    • Integrated Project Team
      • IT (Web Team & IT Security)
      • Strategic Communications & Public Affairs
      • Chief Counsel
      • Executive Leadership Team
    • Diverse group of bloggers
    • Took a risk – “It’s an experiment…”
  • 17. EoS Blog – Secret Sauce
      • Convince the skeptics
      • Cover your bases (legal, IT security, etc.)
      • Recruit appropriate staffing
      • Develop a strategy
      • Be responsive
      • Be authentic and transparent
      • Write to the blog reader, not the blog commenter
  • 18. iShare Inspired by…
  • 19. iShare Inspired by…
  • 20. iShare Inspired by…
  • 21. iShare Inspired by… Organizations & Project Teams Individuals Team Sites Layer My Sites Layer Portal Layer Enterprise Web Content Mgmt TSApedia Records Mgmt Blogging Center Policy & Forms Library Team Sites Blog Sites TSA Individual Sites
  • 22. Webcasts & video Inspired by…
    • Streaming video on http//
    • TSA channel on YouTube
    • Webcasts
  • 23. What’s next at TSA?
    • “ Tweeting wait times” (traffic report)
    • Micro-blogging real-time security checkpoint conditions
    • Using subscription-based push technology
    • Consumer services like
    Inspired by…
  • 24. What’s next at TSA?
    • tbay
    • A framework that provides a “marketplace of services” – a single, comprehensive repository of services where users can find services with a full description including cost and performance data. They can submit requests for service in a standard format/process which will provide them the visibility and transparency to see the status of their request at any time, and will also provide a feedback capability where they can rate the service and leave positive or constructive feedback.
    Inspired by…
  • 25. Questions?
    • Neil Bonner
    • Web Team Lead
    • Office of Information Technology
    • Transportation Security Administration
    • Department of Homeland Security
    • [email_address]