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Victorian Government Digital Innovation Review - September 2012


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Presentation by Craig Thomler, Managing Director, Delib Australia, 12 September 2012.

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Victorian Government Digital Innovation Review - September 2012

  1. 1. Victorian GovernmentDigital Innovation Review Craig Thomler Managing Director Delib Australia 12 September 2012
  2. 2. ‘Digital innovation’ – how it was defined forthe Digital Innovation Review The use of digital channels, tools and relevant methodologies to improve the operation of organisations and the delivery of services Within government this includes the use of social media and Government 2.0 approaches and channels, as well as broader use of online tools to improve agency management, policy development and service delivery
  3. 3. Digital Innovation Review includedAssessment of the digital readiness of Victorian citizensand their capability and interest in engaging stateagencies through digital channelsAudit of digital innovation in Victorian agencies, includingwritten and oral interviewsA survey of Victorian public servants regarding personaland agency use of digital channelsEnvironment scan of agencies around the world to identifydigital innovation good practiceThis presentation & a full report (to come)
  4. 4. Overall findings The Victoria Government has been a digital innovation leader in Australia with much to be proud of, but can’t afford to coast on past successThe change program is well underway, howeverit needs reinvestment in support and training togain momentum and move forward
  5. 5. Key pointsVictoria had a strong start, The Government’s digitalbut risks losing momentum talent pool is strong, butwithout a continued focus small – many officers areand effort on innovation still unsure about what they are permitted to do or whatAusterity budgets bring risks is possibleas well as benefits for digitalSome digital activity is beingdeferred, meaning benefits will take Some agencies have firmlylonger to realise embedded digital inOther agencies using digital to realise their ‘DNA’, but most are stillcost-efficiencies building foundations
  6. 6. Victoria’s digital citizens
  7. 7. OverviewOnline is increasingly the number one channel used toengage with governmentAustralia is one of the most connected nations andVictoria one of the most connected statesAreas of disadvantage remain: older and disabledAustralians, remote communitiesVictorians are the most active Australian social networkersMobile is growing faster than people thinkThe lounge room is the next frontier
  8. 8. Quick stats – positives 99% of Victorians access the internet 79% of Victorian households have internet access 70% of online Victorians use social media 51% of Australians 16+ own smartphones Sources: Yellow Social Media 2012 Interacting with Government 2011
  9. 9. Quick stats – positives 51% of Australians 16+ own smartphones 85% of Vic smartphone users access social media 76% of Vic smartphone users access the internet Sources: Yellow Social Media 2012 Interacting with Government 2011
  10. 10. Quick stats – positives 80% of main televisions in Australia are digital 63% of Australian households have game consoles Sources: Television Sets in Australian Households 2011 Digital Australia 2012
  11. 11. Quick stats – challenges 81% of Melbourne h/holds have internet access 60% of Mallee h/holds have internet access 50% of disabled Victorians accessed internet (2009). Represents 16% of Victorians 38% of older (65+) Victorians accessed internet (2009). Represents 17% of Victorians Source: ABS Household use of information technology 2011
  12. 12. Quick stats – social media use in Victoria No. Vic. users % Victorians 59% Facebook 2,674,740 (aged 13+) 16% LinkedIn 657,953 (aged 18+) 12% Twitter 500,000 (aged 18+) 22% Post in an online community or forum 912,867 (aged 18+) 28% Read blogs 1,161,830 (aged 18+) 5% Maintain a blog 207,470 (aged 18+) 4% Contribute to wikis 165,976 (aged 18+) Sources: Yellow Social Media 2012 Interacting with Government 2011
  13. 13. How Victoria compares versus otherAustralian state/territory jurisdictions National Rank Usage Rating AverageInternet useAccess the internet 2nd 99% 98% Household internet access 3rd 79% 79% By older people (aged 65+) 7th 38% 41% By persons with a disability 7th 50% 57% Metro/rural connection divide (small is better) 6th 21% 18%  1st  4th/5th/6th  Sources: Yellow Social Media 2012Legend: ABS Household use of 2nd/3rd  7th/8th  information technology 2011
  14. 14. How Victoria compares versus otherAustralian state/territory jurisdictions National Rank Usage Rating AverageSocial media useSocial media use (by internet users) 2nd 70% 62% Facebook use (by social media users) 3rd 98% 87% LinkedIn use (by social media users) 2nd 19% 16% Twitter use (by social media users) 3rd 15% 14% Google+ use (by social media users) 5th 9% 8% Post reviews/blogs (by social media users) 2nd 27% 24% Read reviews/blogs (by social media users) 3rd 70% 68%  1st  4th/5th/6th Legend: 2nd/3rd  7th/8th  Source: Interacting with Government 2011
  15. 15. How Victoria compares versus otherAustralian state/territory jurisdictions National Rank Usage Rating AverageMobileUse SMS/text messaging (AGIMO 2011) 8th 79% 81% Use web via mobile device (AGIMO 2011) 4th 38% 37% Use mobile apps (AGIMO 2011) 6th 33% 39% Use a tablet computer (Google 2012) 4th 11% 12%  1st  4th/5th/6th Legend: Sources: Interacting with Government 2011 2nd/3rd  7th/8th  Mobile Planet Google/IPSOS 2012
  16. 16. Their last government contact by whichchannel for Victorians? 34% Commonwealth State Government 28% 35 20% % 30 17% % 21 % 15 % Local Government 32% 29% 19% 20% Via internet (including egovernment use) Via landline telephone Made in person Via post Source: Interacting with Government 2011
  17. 17. How Victorians rate state agency sites(compared to how NSW/QLD residents rate their own state government’s sites) Excellent = Source: Interacting with Government 2011
  18. 18. Citizens and governmentVictorians are able and willing to interact withgovernment online Victorians were generally happy with the quality of Victorian Government websites, rating them highly for content and ease of use HOWEVER had concerns over finding information in sites Source: Interacting with Government 2011
  19. 19. Victorian public service
  20. 20. ApproachAn online survey was held over three weeks in July 2012Widely distributed over a number of digital platformsReceived 173 completed surveysRespondents from every Victorian GovernmentdepartmentIncluded a diverse range of professions
  21. 21. Professions of respondents • Policy officer/analyst • Online communicator/web manager • Manager/team leader • Project manager/officerSource: Digital Innovation Review 2012
  22. 22. Key findingsRespondents had a goodunderstanding of social media, Largest barriers to usingmost believed they understood Gov 2.0 were:it better than their agency 1. Budget/resourcingRespondents had a mixed 2. Leadership withinunderstanding of Gov 2.0, agencieshowever most believed it would 3. Security risksassist their agency in meetingits goals
  23. 23. Level of understanding of social media and Government 2.0 Government 2.0 Gov 2.0 understanding was mixed, however slightly stronger personally than by agency Social media Strong personal understanding of social media, however respondents though that their agencies laggedSource: Digital Innovation Review 2012
  24. 24. Why did Victorian public servants rate their agencies in this way? 25% Lack of communication or education 31% Risk, fear and conservatism 12% 12% Technology limitations Lack of resourcing 7% (Lack of) practice using platforms 21% Maturity and age-related factors 28% Positive comments 30% OtherSource: Digital Innovation Review 2012
  25. 25. Can Government 2.0 assist agencies?Source: Digital Innovation Review 2012
  26. 26. Benefits of Government 2.0 % of Respondents Improved services to the community 55% Increased citizen participation in government 53% Increased innovation within government 53% Improved government transparency 53% Better understanding and appreciation of the government 49% Collaboration with external stakeholders 48% Improved policy development processes 34% Collaboration between agencies 32% Collaboration between governments 25% Other 8%Source: Digital Innovation Review 2012
  27. 27. Barriers to Government 2.0 adoption % of Respondents Lack of budget (RESOURCING) 49% Lack of clear leadership within the agency (LEADERSHIP) 41% Security concerns (RISK/EDUCATION) 40% Uncertainty regarding what resources (staffing) are available 36% (RESOURCING) Technical expertise/ability (EDUCATION/RESOURCING) 32% Lack of clear mandate from government (LEADERSHIP) 25% Legal concerns (RISK/EDUCATION) 23% Lack of a compelling need or reason (EDUCATION) 14% Other 9%Source: Digital Innovation Review 2012
  28. 28. Majority of respondents were using social media in stakeholder engagement 64% using social media either with government and/or non-government stakeholdersSource: Digital Innovation Review 2012
  29. 29. Has social media helped stakeholder engagement? To what extent do you agree that the use of social media and networking tools helped you more effectively carry out your work with these stakeholders?Source: Digital Innovation Review 2012
  30. 30. Why has social media helped stakeholder engagement?Source: Digital Innovation Review 2012
  31. 31. Victorian Government agency use of social media tools % of Respondents Microblogging (eg. Twitter) 45% Internal microblogging (eg. Yammer) 44% Social networking (eg. Facebook) 42% Blogs 38% Video sharing (eg. YouTube) 36% Mobile apps 32% Forums 30% Professional networking (eg. LinkedIn) 28% SMS communication 26%Source: Digital Innovation Review 2012
  32. 32. Victorian Government agency use of social media tools (cont) % of Respondents Extranet wikis (eg. Wikipedia) 23% Other 17% Groups (eg. Google groups) 14% Presentation sharing/viewing (eg. Slideshare) 11% Photo/picture sharing (eg. Flickr) 10% Ideation systems (eg. Ideascale) 5% Virtual worlds (eg. SecondLife) 2% Augmented reality (eg. Layar) 1% No/Don’t know 8%Source: Digital Innovation Review 2012
  33. 33. Level of use of social media by purpose Victorian Government versus Commonwealth Vic. Gov. Aust. Gov. Difference Operating an information campaign 47% 42% 5% Stakeholder engagement or collaboration 45% 54% -9% Internal collaboration 36% N/A N/A Engaging or collaborating with other agencies 27% 41% -15% Responding to 25% 42% -17% enquiries/comments/complaints For public consultation processes 24% 27% 3% Monitoring views and activities 22% 29% -7% For engaging with journalists & media outlets 17% 41% -24% Restricted access consultation process 12% 22% -10% Policy or services co-design 6% 12% -6%Source: Digital Innovation Review 2012, eGovAU Commonwealth FOI 2012
  34. 34. Perceived agency position on social mediaSource: Digital Innovation Review 2012
  35. 35. Who is seen as leading? CAVEATS: • Represent perception of survey respondents • Small sample from each agency • Ignores scale of activities • Subjective viewpoints If staff are unaware of an agency’s social media and Government 2.0 activities or guidance, are they operating with a full toolkit?
  36. 36. Who is seen as leading? Seen as leading Department of Justice 1st Department of Premier and Cabinet 2nd Department of Planning and Community 3rd Department of Business and Innovation 4th Department of Primary Industries 5th Department of Sustainability and Environment 6th Department of Health 7th Department of Education and early Childhood Development 8th Department of Transport 9th Department of Human Services 10th Department of Treasury and Finance 11thSource: Digital Innovation Review 2012
  37. 37. SummarySocial media understanding amongst public servants wasstrong, while Gov 2.0 understanding is mixedWhile lack of communication and education was the mainreason respondents felt agencies lagged in Gov 2.0 andsocial media, resourcing and leadership were seen as themain barriers to activityVictorian agencies already use a wide range of digitalchannels for engagement – there’s lots of experiences toshare across the VPSInternet is an essential tool for Victorian public servants(some other jurisdictions are still debating if it isnecessary for public servants to have access)
  38. 38. Digital innovation position
  39. 39. Digital innovation benchmarkConsidered seven areas:• Staff empowerment• Agency operations• Environment scanning• External communication and engagement• Service delivery• Open government• Platform sophistication
  40. 40. Digital innovation benchmarkRated overall Victorian Government (not agency)performance compared to Australian and globaljurisdictionsSubjective, not objective benchmark – designedto highlight key areas and provide guidanceRating system: (vs Australian/International)Strong/Strong = Strong/Average, Average/Strong, Average/Average = Average/Weak, Weak/Average = Weak/Weak = 
  41. 41. Digital innovation benchmark Compared to Compared to other Aust. global best Rating jurisdictions practice Staff empowerment Leadership Average Weak  Capability Average Weak  Agency operations Staff engagement Average Weak  Intra-agency collaboration Average Average  Inter-agency collaboration Strong Average  Management and governance Average Average  Strong/Strong Average/Weak Legend: Strong/Average, Average/Average  Weak/Weak Source: Digital Innovation Review 2012
  42. 42. Digital innovation benchmark Compared to Compared to other Aust. global best Rating jurisdictions practice Environment scanning Website monitoring & reporting Strong Average  Social media monitoring & reporting Average Average  External communication & engagement Informing Strong Strong  Consulting Average Average  Involving Weak Weak  Collaborating Weak Weak  Empowering Average Weak  Strong/Strong Average/Weak Legend: Strong/Average, Average/Average  Weak/Weak Source: Digital Innovation Review 2012
  43. 43. Digital innovation benchmark Compared to Compared to other Aust. global best Rating jurisdictions practice Service delivery Online services Average Average  Mobile services Strong Strong  Open government Open data Average Weak  Copyright Average Average  Freedom of information Average Average  Strong/Strong Average/Weak Legend: Strong/Average, Average/Average  Weak/Weak Source: Digital Innovation Review 2012
  44. 44. Digital innovation benchmark Compared to Compared to other Aust. global best Rating jurisdictions practice Platforms Web Average Average  Social media Average Average  Mobile Strong Strong  Maps Average Average  Strong/Strong Average/Weak Legend: Strong/Average, Average/Average  Weak/Weak Source: Digital Innovation Review 2012
  45. 45. Doing well External communication and engagement • Informing • Rated well in Interacting with Government report compared to other states • Strong performances from sites such as Better Health Channel Service delivery / Platforms • Mobile services / Mobile • Strong range of apps (40), using a range of approaches • Second generation apps in pipeline
  46. 46. Areas to focus on Staff empowerment • Leadership • Develop a continuing mandate for digital innovation • Continue building senior understanding of digital innovation capabilities • Capability • Continue building expertise across agencies, leveraging the existing pool of talent • Build whole-of-government digital capabilities that allow agencies to cost-effectively engage online
  47. 47. Areas to focus onAgency operations• Staff engagement • Build on the VPS hub, with functionality agencies can leverage through their own intranets and even co- invest in • Encourage broader participation in the Hub, particularly amongst senior leadership to model behaviour for other staff • Provide training and support tools to build staff engagement capability
  48. 48. Areas to focus on External communication and engagement • Involving, collaborating, empowering • Formally endorse the use of online channels for engagement activities • Develop guidance for agencies seeking to incorporate online at different stages of engagements, including model processes integrating online and offline • Consider the introduction of engagement platforms as a panel agencies can draw on, or via whole-of- government central hosting, which can be accessed by agencies as required to support their specific engagement needs
  49. 49. Areas to focus on Open government • Open data • Build on the first generation site to provide capabilities that broaden its public reach and appeal and to make it easier for agencies to upload and maintain data in reusable formats • Consider the platforms now available for open data sites and whether they offer advantages over a custom-built platform, or can be learnt from • Develop guidance and support within agencies to help the creators of data to design data collection and analysis processes to make open data release easier and more seamless
  50. 50. Questions? Craig Thomler @CraigThomler 0411 780 194