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Gov 2.0 from the inside out: supercharging the public sector with social media


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My talk from the Criterion Social Media Marketing Strategy Conference in Sydney 12-13 April 2011

My talk from the Criterion Social Media Marketing Strategy Conference in Sydney 12-13 April 2011

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  • 1. Gov 2.0 from the inside outsupercharging the public sector with social media
    Patrick McCormick
    Manager Digital Engagement
    Department of Justice Victoria
    12 April 2011
    Social Media Marketing Strategy Sydney
    Unless indicated otherwise, content in this presentation is licensed:
  • 2. Gov 2.0 from the inside outsupercharging the public sector with social media
    we are here now
    tinkering with new tools
    rebooting the business case
    public purpose at Justice
  • 3. 1. we are here now
  • 4. Australiansprefer the web for news
    (AGIMO: Australia in the Digital Economy, 2009)
  • 5. and are spending more time online
    according to comScore’s State of the Internet 2010
    18.8 hours per month online on average
    36.3% used Apple iTunes
    42.6% used online banking services
    81.6% used social networks
  • 6. exponential growth of social media
  • 7. Justice portfolio employs over 21,000 staff
    police and prosecution
    courts, prisons and corrections services
    tribunals and agencies protecting citizen rights
    emergency services
    racing and gaming policy
    legal advice to government
    and includes about 90,000 volunteers across
    Country Fire Authority
    Lifesaving Victoria
    Victoria State Emergency Services
    Office of the Public Advocate
  • 8. public sector social media approach
  • 9. Department of Justice social media policy
  • 10. Banksy
  • 11. citizen expectations are changing
    3 types of expectations - Charlie Leadbeater
    I need – essential services government must provide
    I want – discretionary services responding to demand
    I can – option to self select, participate, co-produce
    why now?
    Internet 1.0 – low or no cost production and distribution
    netizens 1.0 – surplus computing and doing capacity
    web 2.0 - new tools, behaviours, expectations
  • 12. the Internet has something to do with it
    compact yet immense, a ‘small world’
    10x growth adds ‘one hop’
    growth is organic and ad hoc
    power law distribution
    mostly below and above mean
    • few with many links
    • 13. many with few links
    In Search of Jefferson’s Moose - David G. Post
    power law distribution
    mostly below and above the mean
    • few with many links
    • 14. many with few links
  • the public sector is evolving
    rigid, prescriptive, hierarchical
    20th century administrative bureaucracy
    new public management - performance
    triple bottom line - shareholders and stakeholders
    co-productive, shared enterprise, Gov 2.0
    agile, principled, collaborative
  • 15. building blocks of Gov 2.0
    • build culture of online innovation within government
    • 16. make PSI more accessible and usable
    • 17. make government more consultative, participatory, transparent
    • 18. enable collaboration through network technology, and open, contestable communication, to identify solutions that a closed group, however expert, might not devise
  • what are implications of Gov 2.0?
    web 2.0
    the new economy begins with technology and ends with trust
    - Alan Webber 1993
  • 19. context and purpose of public sector
    public sector
    public policy
    public goods
    public services
  • 20. need to go back to first principles
    public purpose
    public sector
    public policy
    public goods
    public services
  • 21. Gov 2.0is not abouttechnology
    public purpose
  • 22. but Gov 2.0is powered bytechnology
  • 23. Gov 2.0 begins withpublic purposeand ends with trust
    public purpose
  • 24. the public sector needs to change
    a new approach
    share (not cede) power, when and where appropriate
    maintain authority in old and new models
    government as a platform, providing a citizen ‘API’
    key challenges
    culture of experimentation and collaboration
    open access to public sector data and information
    voice of authenticity, uncertainty and contestability
  • 25. 2. tinkering with the tools
  • 26. emerging policy platform
    parliamentary inquiry into PSI
    VPS innovation action plan
    Government response on PSI
    government 2.0 action plan
    Gov 2.0 Taskforce report
    APSC online engagement guidelines
    declaration of open government
  • 27. supporting a culture of collaboration internally
  • 28. conversations, questions, problem solving
  • 29. workingtogether across boundaries
  • 30. seeking and voting onideas openly
  • 31. video socialises importantinformation
  • 32. encouraging our content creatives
  • 33. 3. rebooting the business case
  • 34. co-production with or without us
    “information wants to be free”
    - Stewart Brand
    at first Hackers' Conference 1984
  • 35. the wisdom of 100 million phone calls
  • 36. evidence based policies and targeted servicespeople are talking in new ways, in new places
    Alcohol & Street ViolenceSocial Media Analysis
    Month on Month Trend
    April 2010
  • 37. what are costs and gaps of traditional methods
    Violent CBD brawl
    Street violence talk spawned by Williams’ death
  • 38. focus on outcomes over processes
    ‘the cathedral and the bazaar’
    – Eric Raymond
    new tools demand less structured approach
    business cases need iterative, adaptive methodologies to respond to unexpected challenges, benefits
  • 39. follow rules of disruptive innovation
    think big
    start small
    fail fast
  • 40. avoid inflexibility of massive projects
    think big
    start small
    fail fast
    Valberg Lárusson, Flickr
  • 43. demonstrate feasibility with rapid prototyping
    • time and budget constraints
    • 44. eliminate technical and bureaucratic barriers
    • 45. select team with diverse expertise, experience
  • agile approach rewards innovation
    co-located ‘skunk works’
    all ideas valid, fast decisions
    draw upon external expertise
  • 46. 5 principles for adoption
    focus on low-level pain, not high-level possibilities
    go for incremental gains, not overnight success
    don't bother nailing down requirements
    no progress without political juice
    make sure something happens when nothing happens
    Scott Ryser RRW:
  • 47. CFA, Black Saturday, Flickr
    4. public purpose at Justice
  • 48. establishing trusted, authentic presence on new platforms
  • 49. listening for citizen pain points
  • 50. exceeding expectations by following up
  • 51. building trust through open an exchange
  • 52. seeking citizen input, educating interactively
  • 53. Victoria Police serve intervention order on FB
  • 54. sharing information toreduce costs, build trust and confirm public safety objectives
  • 55. fostering sharedresponsibility through citizen engagement andcontent creation
  • 56. maintaining community engagement to bolster emergency response
    Yarra Valley, Black Saturday, Flickr
  • 57. sharing emergency information in timely, convenient way extends frontline response to community
  • 58. going where people are to build trust and improve access to information
    9,300 fans x average of 150 friends =1,209,000 people
  • 59. because peoplewant to help and government is well placed to facilitate
  • 60. mobile apps enable citizens to help themselves and their neighbors
  • 61. geospatial data and location awareness put powerful tools in the hands of citizens
  • 62. community based crowd-sourcing
  • 63. Gov 2.0 from the inside outsupercharging the public sector with social media
    we are here now
    tinkering with new tools
    rebooting the business case
    public purpose at Justice
  • 64. Thanks!
    Patrick McCormick
    @ solutist
    follow Justice on Twitter
    @ justice_vic
  • 65. re-using this presentation? the fine print…
    Parts of this presentation not under copyright or licensed to others (as indicated) have been made available under the Creative Commons Licence 3.0
    Put simply, this means:
    you are free to share, copy and distribute this work
    you can remix and adapt this work
    Under the following conditions
    you must attribute the work to the author:
    Patrick McCormick( or
    you must share alike – so if you alter or build upon this work you have to keep these same conditions
    Unless stated otherwise, the information in this presentation is the personal view of the author and does not represent official policy or position of his employer