Using Web 2.0 to Improve How TSA Does Business

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

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.

What is Web 2.0

Enterprise 2.0

Government 2.0

President 2.0

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.

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…

IdeaFactory

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

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…”

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

Evolution of Security (EoS) Blog

http://www.tsa.gov/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

EoS Blog - Feedback

EoS Blog – Blog Team’s “Money Quote” February 11, 2008 9:43 PM

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…”

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

iShare Inspired by…

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

Webcasts & video Inspired by…

Streaming video on http//www.tsa.gov

TSA channel on YouTube

Webcasts

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 twitter.com

Inspired by…

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…

Questions?