government in the 2.0 era [2008 IACA Conference]

Slide 1: government in the 2.0 era Hillary Hartley NIC Inc.

Slide 2: What is Web 2.0?

Slide 4: Web 2.0 is not… all about technology.

Slide 5: It is an era.

Slide 6: But how did we get here? • Talking – Conversation • Reading – Newspapers • Listening – Radio • Watching – Television • Browsing – Web 1.0 • Searching – Web 1.5 • Sharing == Web 2.0

Slide 7: Core tenets of Web 2.0 Openness Collaboration Community

Slide 8: What does this mean for government?

Slide 9: The productivity gains from Web 1.0 have been used up. The efficiency gains and the real value of Web 2.0 will come from collaboration.

Slide 10: Web 1.0  eGov Web 2.0  ????

Slide 11: eGov, iGov, we all Gov efficiency & invisibility

Slide 12: Web 2.0 Value for Government • Wikis – 46.2% • Instant Messaging – 26.9% • Social Networks – 11.5% • Blogs – 9.6% • Online Chats – 5.8% - Federal Computer Week

Slide 13: let’s dig deeper

Slide 14: The 5 Ws Who? What? When? Where? Why?

Slide 15: Who? 1

Slide 16: Web 2.0 is about people.

Slide 17: Read-write Web + People Using It Web 2.0

Slide 18: Who? Collective User Value • Benefiting from massive traffic and use • The more users, the better the system performs Web 2.0 is about people.

Slide 19: Who? Harnessing Collective Intelligence • Wikinomics & Crowdsourcing • Architecture of Participation Web 2.0 is about people.

Slide 20: What? 2

Slide 21: Web 2.0 is about data.

Slide 22: What? Data is the “Intel Inside” • Unique, hard-to-replicate data source = competitive advantage • Large amounts of data create their own algorithms & patterns Web 2.0 is about data.

Slide 23: What? Mashed Up • “High-tech versions of Tinkertoys” • Individual pieces of data become more valuable Web 2.0 is about data.

Slide 24: There are creative people all around the world… and they are going to think of things to do with our [data] that we didn’ t think of. - Vint Cerf, Google Web 2.0 is about data.

Slide 25: Quick Case Study iamcaltrain.com

Slide 26: www.caltrain.org

Slide 27: maps.yahoo.com

Slide 28: www.iamcaltrain.com

Slide 29: Web 2.0 is about sharing.

Slide 30: What? Collaboration & Sharing • A culture of sharing • Old = knowledge management New = knowledge sharing Web 2.0 is about sharing.

Slide 31: When? 3

Slide 32: Web 2.0 is NOW.

Slide 33: When? Real-time, Always On, Immediate – Real-time interactions among users – Real-time user-facing services based on your data • Dialog • Viral, engaging • Barriers to entry have disappeared Web 2.0 is NOW.

Slide 34: Where? 4

Slide 35: Web 2.0 is about the network.

Slide 36: Where? The Internet as a platform • Cloud Computing – The computer is every computer. • Not tied to a specific device • “Internet OS” Web 2.0 is about the network.

Slide 37: Where? Positive Network Effects “Every true web 2.0 company is building a database whose value grows in proportion to its number of users.” - Tim O’Reilly • Value increases as more people use it • You only get out of it what you put into it Web 2.0 is about the network.

Slide 39: Why? 5

Slide 40: Government 2.0 is here.

Slide 41: Future of eGovernment • moving away from “one stop shop” portal • turning more towards mashups • reusability of content and web services T ability to integrate information and services more easily he with Web 2.0 technologies will cause a fundamental rethinking of how government services are delivered online and of what constitutes government data and processes. Gartner, The Real Future of E-Government: From Joined-Up to Mashed Up

Slide 42: “loosely joined pieces”

Slide 44: Trust  Empowerment Cooperate with your citizens. Reward collaboration. Loosen the grips of control.

Slide 45: Examples Some of my favorite sites. What they do, and how you might use them.

Slide 46: flickr folksonomy-based photo-sharing

Slide 51: flickr Who? Huge collective user value What? 2.8b photos, 24m visitors / month Where? No need for hard drives backups When? Conversational, real-time Why? Flickr’s commodity is photos… files. Architecture can apply to anything that needs to be hosted, viewed, tagged, sorted, etc.

Slide 52: twitter What are you doing?

Slide 53: a personal twitter page

Slide 54: “news river”

Slide 55: customer service

Slide 56: customer service 2

Slide 57: some gov-related twitters

Slide 58: Los Angeles Fire Department

Slide 59: UK Prime Minister’s Office

Slide 60: Michigan Governor

Slide 61: twitter Who? Network effects are massive What? 1m users, 3m messages/day Where? Literally all over the globe When? Instantaneous, mobile, viral Why? Future of hybrid communication Numerous ways to send & receive “tweets” – syndicated, IM, SMS, email, widgets, software

Slide 62: get satisfaction people-powered customer service

Slide 64: twitter help pages

Slide 65: some gov-related forums

Slide 66: Logan, Utah

Slide 67: Ann Arbor City Council

Slide 68: get satisfaction Who? Companies, organizations, experts What? Customer service Where? Inside & outside the organization When? Whenever there’s a question Why? Meaningful engagement People-powered architecture for Q&A, discussion, feedback, and the chance for users to share their expertise

Slide 69: Your To-Do List

Slide 70: What can you do right now? • Be open to technology and existing services – think outside the box • Think about your data in “layers” – for google, twitter, iCal, web services • Start to embrace a culture of sharing and openness

Slide 71: At the end of the day, it’ s not even about collecting information on your portals. T best he way to make yourself web 2.0 is actually to expose your data in ways that let other people re- use it. Tim O’Reilly, Government Thinking about Web 2.0

Slide 72: Web 2.0 is not just about the technology… It is the emergence of a new era, a shift in ideals, enabled by the technology.

Slide 73: embrace the shift

Slide 74: Photos & Concepts http://flickr.com/photos/dpwhitt/127977447/ http://flickr.com/photos/tookie/183503927/ http://flickr.com/photos/vonkinder/318622997/ http://flickr.com/photos/ryanr/142455033/ http://flickr.com/photos/adrian_s/8271860/ http://flickr.com/photos/thorinside/194806347/ http://flickr.com/photos/zeuxis/318242414/ http://flickr.com/photos/moonrising/211122147/ http://flickr.com/photos/tcp909/132665279/ http://flickr.com/photos/m_e_l_o_d_y/392265668/ http://flickr.com/photos/darwinbell/515431862/ Many thanks to Tara Hunt (http://horsepigcow.com) and Silona Bonewald (http://silona.com).

Slide 75: Thank you! Hillary Hartley hillary@nicusa.com 415-573-2487