Gov20a Keynote

Gov 2.0a = action, applied, around the country

Hillary Hartley
Director of Integrated Marketing
NIC Inc.
twitter.com/hillary
hillary@egov.com

24 states w/ eGovernment portals plus business in MI and DC.

VT ME
MT

ID

IA RI
NE
UT IN
CO WV VA
KS KY

TN
AZ OK
AR
NM SC
AL
MS

TX

HI


VT

24 states
ME
MT

ID

33% of US population
IA RI
NE
UT
CO
$12.1 billion securely processed
IN
WV VA
KS KY

120 million transactions
TN
AZ OK
AR
NM SC

MS
AL 7,500 applications
3,000 federal/state/local agencies
TX

HI


Spotlight on Oklahoma

• OK.gov = 10 years

• Transaction volumes have increased ~15% year over year

• Green and efﬁcient — http://ok.gov/gogreen/
44,479,204 sheets of paper saved since January 2007

• QuickTax application will save ~$400,000 in one tax season
($0.40 x 1 million transactions)

• Partner is a pioneer — Gov 2.0 legislation, Data.OK.gov

Spotlight on Oklahoma

• OK.gov = 10 years

• Transaction volumes have increased ~15% year over year

• Green and efﬁcient — http://ok.gov/gogreen/ that’s over
44,479,204 sheets of paper saved since January 2007 5,000 trees!

• QuickTax application will save ~$400,000 in one tax season
($0.40 x 1 million transactions)

• Partner is a pioneer — Gov 2.0 legislation, Data.OK.gov

quick tour of state initiatives

• “web 2.0”

• mobile

• mapping

• social media

• data

• and then... a challenge

prominent search
user-friendly
accessible

back to basics design

Prominent “Smart” Search

prominent, smart search functionality – try to predict what users need
navigation that gets you straight to the content you need
surfacing content we know users are seeking based on metrics

if you build it...? widgets

even though we put tremendous energy into designing our sites, we also know that just because you build it, doesnʼt mean they will come.
widgets are still a popular and successful way of syndicating all types of content all over the web.

everything changed mobile

content is the platform
delivery is key - media queries, css

NIC has built ~40 iPhone, iPad, Android, and Windows Mobile 7 apps -- over a million downloads.
ﬁnd ARRA projects based on your current location. get directions to department ofﬁces. look up your dentistʼs professional license. tag the buck you just shot.

That said...

Iʼll be the ﬁrst to tell you that before you go down the path of building an app, make your website mobile-friendly.
- Media queries to deliver the right type and size of content to the right device.
- Utah is building a universal framework that provides automatic mobile and tablet versions, as well as integrated social plugins like Twitter and Facebook for every
site or application.
- Not just content, but strategic mobile online service delivery based on what people are actually trying to access on their phones.
Mobile access in some states is growing almost 25% per month. Moreover, Morgan Stanley predicts mobile use will overtake desktop Internet use in 2014.

Experimenting with QR codes to send people directly to mobile-enabled services.
This is a business card for the Nebraska Electrical Division.

instant personalization mapping + geo-location

going beyond the map mashup. mapping offers instant personalization.
key to delivering the “bottom 10 percent” of your content.
localization helps surface content the user otherwise wouldnʼt know exists.

beyond the mashup
service delivery
surfacing unknown content

instant personalization mapping + geo-location

going beyond the map mashup. mapping offers instant personalization.
key to delivering the “bottom 10 percent” of your content.
localization helps surface content the user otherwise wouldnʼt know exists.

geo-location = personalized content delivery

social media

• be consistent

• make it easy

• mission before tools

• platforms / APIs

Most states are using “the big four.”
Mission before tools – use the tool that serves your mission best. May be Twitter, may be Facebook, may be good old fashioned email.
Think beyond the obvious use of these tools and ﬁnd out what their platforms and APIs can help you deliver.

facebook - platform, master stream, embedding other tech
Take advantage of vast app ecosystem and make your Facebook page more than just a stream of updates.

twitter - aggregation like govtwit or listorious
presenting a universal picture / stream of what is happening in [your state here] right now.

Crowdsourced galleries + geo-location.
At RI.gov, a ʻmashupʼ of their photo group with a Google Map, showing exactly where our photos were taken.

IOWA Governor Terry Branstad - Ask the Governor
#AskIAGov
Responds via YouTube

the new “Intel Inside” data

aggregation
available for download
pioneers like Data.OK.gov

the new “Intel Inside” data

miles to go before we sleep

• most data portals are fairly haphazard

• very limited data sets available

• need aggressive targeting of high-value data sets

• need feedback loops built-in to request and correct data

• platforms like Socrata help ease the pain of consolidation

• microformats = easy way to include scrapeable, open data in your HTML

we are listening customer service

My favorite slogan to come out of the early web 2.0 days is, “customer service is the new marketing.” When you engage your customers, your constituents...when
you really listen to them, you are increasing their happiness. Itʼs a fuzzy metric, but it absolutely leads to an increase in adoption through return visits and social
sharing.

live help
user research
crowdsourced innovation

we are listening customer service

My favorite slogan to come out of the early web 2.0 days is, “customer service is the new marketing.” When you engage your customers, your constituents...when
you really listen to them, you are increasing their happiness. Itʼs a fuzzy metric, but it absolutely leads to an increase in adoption through return visits and social
sharing.

many tools, one job

• live help online 24/7

• feedback forums

• Q&A platforms

• constituent engagement

Texas.gov is using Get Satisfaction for customer help, Q&A, site suggestions, etc. Itʼs been used in ways they couldnʼt have predicted; itʼs an evolving platform
and process for them.

RI.govʼs “Weʼre Listening” page. Includes a blog, UserVoice feedback forum, and a user research feature that enables them to constantly be learning how to make
their site better.

June Cohen TED Media

This is June Cohen, the Executive Producer of TED Media. If you've never seen a TED talk, you can probably turn to your left or right and ask your neighbor for their favorite. A few that come
to mind immediately — Bobby McFerrin leading the audience in spontaneous song, Sir Ken Robinson on the future of education, brain researcher Jill Bolte Taylor studying her own stroke as
it happened, or Bill Gates releasing a swarm of mosquitos into the audience while he talked about the ﬁght against malaria. But I digress...

Back in 2006, after over 20 years as an inordinately expensive, invite-only event, TED began putting talks from their conferences online...for free. Ms. Cohen calls it a "strategy of radical
openness."

Over the last five years, TED has evolved from a 1,000-person conference to something much larger ... TED Talks have been viewed more than 400 million times worldwide (that's more than
twice the number of Americans who voted in the 2008 presidential election). They are available in 80 languages, thanks to all-volunteer army of translators. And over the last two years, more
than 1,000 independently organized "TEDx" events have been held worldwide, in 100 countries and 50 languages.

TEDx is a local, community-driven conference where anyone can apply to present. Releasing control of their brand, their format, and their idea, the now wildly
popular TED Talks format has essentially become a platform that anyone anywhere can replicate.

August 27, 2011 http://www.ted.com/tedx/events/2224

FYI - I couldnʼt ﬁnd much information just yet, but it appears there is a TEDx coming to OKC.

continuing with the theme of radical openness are TED Conversations (a Quora-like question and answer social site) and the TED API (expected later this year).
TED Conversations aims to extend the conference experience to the Web, enabling the sharing and discussion of topics beyond the video comment threads. The
open access provided by the TED API will enable developers to build tools and applications around any TED and TEDx content and associated data – topic,
location, speaker, tags, etc.

Ideas worth spreading.

TED's tagline, nee their mission, is "Ideas worth spreading." Ms. Cohen emphasizes that their foray onto the Web, then YouTube, TEDx, TED Conversations, and
now the TED API is not merely about maximizing the social Web but simply about ﬁnding the best ways to continue spreading ideas.

But what does all of this have to do with government?

Be a Platform Radical Openness

If you haven't sensed the theme yet, I'll repeat the mantra that you've likely read any time you google “gov 2.0”: government can be a platform.

"Every time we've allowed people to
contribute, people have surprised and
humbled and delighted us."
— June Cohen, TED Media

If government agencies choose a path of radical openness, the possibilities are endless. What are platforms built upon? Data. Content. People. What do
governments have access to in abundance? Data. Content. People. Openness equates to access, participation, and as a result, a more connected and
collaborative world.

Ideas worth spreading.
Government should be transparent,
participatory, and collaborative.
– Memorandum from President Barack Obama

So, in conclusion I challenge you to ﬁnd your tagline, your "Ideas worth spreading." What is the most basic mission of your agency? What is the kernel that drives
anything worth getting done? Once you ﬁnd that, the technology part is easy.

The technology is the easy part.
Hillary Hartley
hillary@egov.com

twitter.com/hillary
twitter.com/gov20

Gov20a Keynote

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