From Open Government to Online Engagement: Lessons Learned


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Lecture delivered at Tel Aviv University on September 4, 2012. Co-sponsored by Transparency International-Israel and the Hartog School of Government.

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From Open Government to Online Engagement: Lessons Learned

  1. 1. From Open Governmentto Online Engagement:Lessons LearnedAndrew KrzmarzickGovLoopDirector of Community Engagement
  2. 2. Our Time Together 1.  Overview of GovLoop 2.  Evolution of Open Government 3.  Social Media Trends 4.  Online Engagement: Lessons Learned
  3. 3. •  14 years raising money and awareness for non-profits, educational institutions and social businesses•  Generated over $100 million through proposals, fundraising and marketing•  Design and deliver presentations on social media, generational diversity, telework, and social learning•  Built first-of-its-kind, government- wide mentors program in the U.S.•  Manage a team of 15 full-time and Andrew Krzmarzick part-time employees to deploy a comprehensive digital engagement strategy @krazykriz
  4. 4. Online community of government colleagues helping each other to do their jobs better.Mission: “Connect government to improve government”
  5. 5. EvolutionPassionate  Federal   Full-­‐Time   Employee   Committed  Volunteers   Team  =  4   JUN  2008:   JAN  2009:   JUN  2009:   SEP  2009:   JUL  2010:   GovLoop   Community   10,000   20,000   Next  Gen  Gov   Launched   Leaders   Members   Members   Event  in  DC   SEP  2010:   MAR  2011:   SEP  2011:   Jul  2012:   SEP  2012:   40,000   Mentors   50,000   Next  Gen  =   60,000   Members   Program   Members   600+   Members   20+  Corporate  Partners   Sub-­‐Communities,  Podcast,  Guides   Team  =  14  
  6. 6. Member OverviewTop 10 Agencies on GovLoop Federal Government1.  Dept. of Defense2.  Dept. of Health & Human Services 12.48% State Government3.  Dept. of Agriculture4.  Dept. of Veterans Affairs 9.18%5.  Dept. of Homeland Security Local Government6.  General Services Admin. 14.83% 50.37 %7.  Dept. of Commerce Industry/Gov’t8.  Environmental Protection Agency Contractors9.  Dept. of Transportation 13.14 % Other (i.e. non-profit,10.  Dept. of Labor academia & Total # of Agencies: 37 International Gov’t) Average Age:
  7. 7. “Knowledge Network” Vehicles: Value: •  Blogs •  Share and find best practices •  Forums •  Get questions answered quickly •  Groups •  Solve problems faster •  Events •  Learn from peers and experts •  Guides •  Podcasts •  Webinars
  8. 8. “Knowledge Network” 1. Learn from each other online.
  9. 9. “Knowledge Network” 2. Learn from each other in person.
  10. 10. “Knowledge Network” 3. Learn from each other one-on-one.
  11. 11. “Knowledge Network” 4. Learn from experts via webinars.
  12. 12. “Knowledge Network” 5. Learn from experts via podcasts.
  13. 13. “Knowledge Network” 6. Learn from experts / each other via guides.
  14. 14. “Knowledge Network” Partners With: 7. Teach citizens that government works.
  15. 15. “Knowledge Network” Questions?
  16. 16. President Obama: Day 1
  17. 17. Historic Change?"Liberty cannot bepreserved withouta generalknowledge amongthe people, whohave a right anda desire to know.”
  18. 18. President Obama: Day 2
  19. 19. January  21,  2009   “Nondisclosure should never be based on an effort to protect the interest of Government officials at the expense of those they are supposed to serve.” “All agencies should adopt a presumption in favor of disclosure….” Presume openness; disclose affirmatively; and modernize.
  20. 20. January  2010  
  21. 21. January  2010  
  22. 22. January  2010  
  23. 23. March  2010
  24. 24. 300+  to  date
  25. 25. September  2011   •  disclosed more information under the Freedom of Information Act. •  devised ambitious Open Government Plans to increase opportunities for public engagement •  made voluminous information newly available on government websites. •  shined more light on federal spending. •  taken steps to provide more disclosure of sensitive government information. •  used technology in many innovative ways that make information useful to citizens in their everyday lives.
  26. 26. Freedom of Information •  Agencies made full disclosures—i.e., un- redacted disclosure of all requested information— for nearly 56% of all FOIA requests where responsive records were processed. •  constitutes more than a 6% increase over the previous year from October 2008 through September 2009.•  marks the first increase in full FOIA disclosures in the past ten years.•  Taking partial and full disclosures together, agencies made disclosures in 93-94%% of all processed FOIA requests over the last fiscal year.
  27. 27. Freedom of Information •  Over the past fiscal year, the ninety-seven agencies subject to the FOIA together invoked FOIA exemptions less than in the previous year. In fact, the invocation of FOIA exemptions dropped by nearly 54,000 over the past year, more than a 10% reduction.•  agencies overall processed more requests than they received this past fiscal year…also increased the number of FOIA requests they processed as compared with last fiscal year•  reduced their backlogs of pending FOIA requests over the past fiscal year. The ninety-seven agencies across the government that are subject to FOIA collectively reduced their backlogs by 10.1%.
  28. 28. Freedom of Information
  29. 29. Digital Government Strategy March  2012
  30. 30. Digital Government
  31. 31. Digital Government
  32. 32. Digital Government
  33. 33. Digital Government
  34. 34. Digital Government
  35. 35. Digital Government
  36. 36. Digital Government
  37. 37. Open Innovation: Leading Practices•  Allows vets to access and download •  compares different plans information from My HealtheVet into simple text file or PDF •  shows information that has•  Gives control without special software never been made public•  Enables sharing with health care providers, caregivers, or people you trust.
  38. 38. Open Innovation: Leading Practices
  39. 39. 8 Lessons from Open Gov in the U.S.1.  Nail down policy first.2. Remove legal hurdles.3. Give clear directions and deadlines.4. Assign agency champions.5. Provide tools and resources.6. Hold agencies accountable, report on progress.7. Use peer pressure via comparison.8. Highlight leading practices.
  40. 40. Open Government: Global Impact Sep 2011
  41. 41. Open Government: Global Impact •  Launched on September 20, 2011, with 8 founding governments (Brazil, Indonesia, Mexico, Norway, Philippines, South Africa, UK, US) •  aims to secure concrete commitments from governments to promote transparency, empower citizens, fight corruption, and harness new technologies to strengthen governance. •  overseen by a steering committee of governments and civil society organizations.Participating countries must: •  embrace a high-level Open Government Declaration; •  deliver a country action plan developed with public consultation; and •  commit to independent reporting on their progress.
  42. 42. Open Government: Israeli Impact
  43. 43. Open Government: Israeli Impact
  44. 44. Open Government: Global Impact
  45. 45. Open Government: Global Impact
  46. 46. Open Government: Local Impact Dec 2010
  47. 47. Open Government: Local Impact
  48. 48. Open Government: Local Impact
  49. 49. 5 Mega Trends with Social Media and Government**Source:ç
  50. 50. 1. The cry for transparency “This is a terrible time to be a control freak” – Hillary Clinton, U.S. Secretary of State•  broad recognition that government information belongs to the people•  technology is enabling a new wave of sharing•  Best practice: U.S. Government Printing Office site o  volumes of documents now available at visitor finger tips *Source:ç
  51. 51. 2. Citizen engagement “The opportunity of social media and government is not economic or technological. It’s emotional.” — Aneesh Chopra, Former CTO of the U.S. Government• rewards citizens with cash prizes for solving government problems•  Crowd-sourced budgeting processes•  NASA has a range of programs encouraging active participation in agency project – customize your own NASA project page *Source:ç
  52. 52. 3. Humanizing government “Social media is not a second website, it’s a community.” — Tristram Perry, U.S. State Department•  people are people, brands are building an emotional connection•  citizens are expecting government to do the same•  City of Reno poked fun with YouTube videos, crooked Christmas tree.•  U.S. Embassy, Jakarta = more Facebook fans than all embassies combined: o  Spark discussion and give people a reason to belong. o  Customize your information for your audience. o  Develop unique, engaging content. o  Post regularly. o  Set goals and reassess them periodically. *Source:ç
  53. 53. 4. Crisis management *Source:ç
  54. 54. 5. Real-time response (and mobile)•  in private sector, there are many case studies about companies using social media as an effective tool to solve problems in real-time•  these practices are being adopted by state and city (and federal) governments.•  with a tweet or text (or an app) — potholes, broken street lights and other issues are being reported and fixed.•  311-Twitter service in San Franciso, for example, has answered over 7 million calls and thousands of more requests online. Why wouldn’t citizens expect national governments to do the same? *Source:ç
  55. 55. Leading Practice: Israel Ministry of Foreign Affairs *Source:ç
  56. 56. Leading Practice: Israel Ministry of Foreign Affairs *Source:ç
  57. 57. Leading Practice: Israel Ministry of Foreign Affairs *Source:ç
  58. 58. Leading Practice: Israel Ministry of Foreign Affairs *Source:ç
  59. 59. Anatomy of a Fantastic Facebook Page1.  Human voice2.  Effective use of photos3.  Relevant, local information4.  Diverse information5.  Blend of fun and serious6.  Frequent posting7.  Open forum *Source:ç
  60. 60. 4 Lessons for OpenOnline Engagement from
  61. 61. 1. Engagement is Not Easy•  It’s REALLY hard, but…•  There’s a methodology and rigor Integration with traditional communication = key to driving real results
  62. 62. 2. Email is Not Dead 1 6 4 72 5 83 9
  63. 63. If Twitter was a country Population: 140 millionIt would be bigger than Russia, Ukraine and Kazakhstan
  64. 64. If Facebook was a country Population: 1 billion active users It would be the world’s 3rd largest countryBigger than North and South America combined
  65. 65. If Email Was a CountryIt Covers Continents It would be an empire: 2.9 Billion users
  66. 66. Anatomy of a “Social” Newsletter 1 6 4 72 5 83 9
  67. 67. 3. Aim for an Integrated Approach
  68. 68. 4. You Don’t Have to Do It All Test => Learn => Iterate
  69. 69. Recommended Resource
  70. 70.