Why we should no longer distinguish web from ICT

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This presentation is by Richard Steel, CIO Newham Council & President, Socitm, and was given at the The Future of Local Authority Websites and How They're Assessed event organised by PSF - 5th June 2008

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  • Why we should no longer distinguish web from ICT

    1. 1. Web and ICT – now indistinguishable? Richard Steel President, Socitm
    2. 2. 10 Years of Better connected <ul><li>Ten years of change </li></ul><ul><li>Ten years of learning </li></ul><ul><li>Ten years of challenge </li></ul><ul><li>Ten years of seeding the debate! </li></ul><ul><li>Ten years of looking ahead… </li></ul>Presentation to PSF 5 June 2008
    3. 3. Tom Steinberg By 2018 nobody will know or care where the information and service they’re getting are coming from. All that will matter is that they are easy to find, and that the systems they use to access them rate them as trustworthy. Furthermore, the idea of finding information will perhaps seem somewhat quaint in its own right, information will most often find its way to you through a combination of automated reminders, social networks and filter systems, onto whatever device you happen to be using at the time. This will be the state of the art in the private sector at any rate. Whether government websites look much different to today is a question that still remains to be decided! Ten years of Better connected
    4. 4. Presentation to PSF 5 June 2008 The future public service website will deliver its greatest value by becoming a part of the lifestyle of local citizens, sometimes even accessed by people with little realisation it is a council website they are using . Ten years of Better connected Bryan Glick
    5. 5. Presentation to PSF 5 June 2008 People currently use websites to do five things — find information, browse, communicate, transact and to be entertained. It’s these same people factors that are behind the convergence of technology. I think what we’ll find by 2018 is that websites continue to fulfil some combination of the same five functions. However, in everyday life websites will become a background component. The really futuristic changes will be around anytime, anywhere access to services, live information systems and smart technology, all set against requirements for carbon neutrality. Wheelie bin chips and Oyster cards in 2008 are just the outriders. Ten years of Better connected Dr Peter Blair
    6. 6. Presentation to PSF 5 June 2008 The technology supporting websites is moving fast as ever. In the past twelve months there has been much talk about convergence . The web is becoming available everywhere from mobile devices to digital TV sets. If any one still doubts that the internet is not at the heart of communication and information, then the impact of the ubiquitous website is surely the final piece of evidence to counter those doubts. The general public will expect the experience to be as easy to use as picking up a telephone is now. Organisations offering local public services should ensure that their websites meet this standard. Better connected 2008 BC Technology Trends
    7. 7. Richard Steel: vision from Summer 2005 <ul><li>By 2012 (Olympics) mobiles morphed into ‘personal communicators’ </li></ul><ul><li>Technologies like ‘smart chip’, biometrics and GPS, will enable: </li></ul><ul><li>- authenticated ‘e’ order & payment </li></ul><ul><li>- e-tickets for chosen events delivered to your device. </li></ul><ul><li>- e-directions to venue/your seat </li></ul><ul><li>- your ID and ticket electronically checked,. </li></ul><ul><li>- commentary provided in your own language </li></ul><ul><li>- option to follow a particular team or athlete </li></ul><ul><li>- view instant playbacks of exciting moments </li></ul><ul><li>- personal calls/messages delivered plus appointment reminders. </li></ul><ul><li>- remote control of home environment also likely </li></ul><ul><li>Device selects the most appropriate combination of fixed and wireless networks - balancing task, cost and performance. </li></ul>Presentation to PSF 5 June 2008
    8. 8. Public sector mobile portal – reality in 2008 <ul><li>Local job-seeker registered at a local job brokerage: </li></ul><ul><li>Receives an alert via mobile while out </li></ul><ul><li>Reads about training opportunity </li></ul><ul><li>Receives real time information about getting there </li></ul><ul><li>Receives a pass / ticketing for free travel to get there </li></ul><ul><li>Receives alerts to encourage attendance on time </li></ul><ul><li>Checks bus timetable in real time for return journey </li></ul><ul><li>To celebrate success looks up cinema listings and buys ticket </li></ul><ul><li>Books a café table while on the bus </li></ul><ul><li>Downloads a map of how to get to cafe </li></ul><ul><li>. </li></ul>Presentation to PSF 5 June 2008
    9. 9. PSF 05June08 Contextualised and Prioritised Content Services Content is organised by theme and relevance rather than by service provider Results are aggregated from multiple service providers Deep Linking to Content Rapid addition of new content services Map centric application interface Maps supplied under license from Newham relationship with Ordnance Survey Prioritised content services labelled on map base – derived from personal profile Headlines – e.g. What’s on in Newham Management of Favourite Places Brand recognition and direct access to Search Help Map Navigation controls News: Youth Crime - enough About Newham: Council Location: Bromley-by-Bow Search: powered by Council Services What’s On Traffic and Travel Special Events Somewhere else From Favourites Banner Advertising – Locally contextualised What it might look like…. Current development for the LB of Newham
    10. 10. PSF 05June08 Discovery Experience Help Map Navigation controls Council Services Search: powered by Adult Education Arts and Entertainment Community Centres Sports and Leisure Somewhere else From Favourites Libraries Parks Help Map Navigation controls Council Services Search: powered by Jeyes Community Centre Queens Terrace Centre Beckton Centre Somewhere else From Favourites Aldersbrook Centre More,,, Community Centres Click for detailed results links to details page – where the page is constructed from all aggregated data sources – Location: Bromley-by-Bow Help Map Navigation controls Search: powered by Council Services What’s On Traffic and Travel Special Events Somewhere else From Favourites News: Youth Crime - enough About Newham: Council
    11. 11. VIA “LOOKING LOCAL” (DIGI TV) <ul><li>Also available on Sky, Virgin Media, Terrestrial TV </li></ul>Presentation to PSF 5 June 2008
    12. 12. Digital convergence <ul><li>One IP network, fixed & wireless for… </li></ul><ul><li>- Data </li></ul><ul><li>- Voice </li></ul><ul><li>- Image </li></ul><ul><li>- Video – including CCTV and TV </li></ul><ul><li>Enabling service integration… </li></ul>Presentation to PSF 5 June 2008
    13. 13. The ‘Network of Networks’ <ul><li>No need of intranets & extranets </li></ul><ul><li>- Access to resources depending upon role </li></ul><ul><li>Blurring of business and social networks </li></ul><ul><li>Blurring of the business day </li></ul><ul><li>Blurring of work location </li></ul><ul><li>New ways of working </li></ul><ul><li>… and of assessing productivity </li></ul>Presentation to PSF 5 June 2008
    14. 14. Customer access <ul><li>Customer data integration </li></ul><ul><li>-The real key to joined-up services </li></ul><ul><li>Self service </li></ul><ul><li>- Authenticated access </li></ul><ul><li>All stakeholders using the same system </li></ul><ul><li>“ TV” </li></ul><ul><li>- The ‘digital home’ </li></ul><ul><li>- Tele-health & tele-assistance </li></ul><ul><li>- Public sector mobile portal </li></ul>Presentation to PSF 5 June 2008
    15. 15. Presentation to PSF 5 June 2008
    16. 16. Presentation to PSF 5 June 2008 <ul><li>Invaluable management information for providing: </li></ul><ul><li>Better service to customers by identifying opportunities for: </li></ul><ul><ul><li>- reducing ‘avoidable contact’ </li></ul></ul><ul><ul><li>- building improvement plans </li></ul></ul><ul><ul><li>- improving customer satisfaction with access to; </li></ul></ul><ul><ul><li>different services (planning, schools, waste) </li></ul></ul><ul><ul><li>different channels (web, phone, and face to face) </li></ul></ul><ul><li>Better deal for the taxpayer by identifying opportunities for: </li></ul><ul><ul><li>- reducing ‘avoidable contact’ </li></ul></ul><ul><ul><li>- shifting customers to cheaper channels </li></ul></ul><ul><ul><li>- making better use of scarce resources </li></ul></ul>
    17. 17. Presentation to PSF 5 June 2008
    18. 18. Data <ul><li>No longer structured </li></ul><ul><li>- every database is an Internet database </li></ul><ul><li>“ Universal taxonomy is a good example of omphaloskepsis” </li></ul><ul><li>Mash-ups </li></ul><ul><li>- Clouds </li></ul><ul><li>- Facetted navigation </li></ul><ul><li>- Folksonomies </li></ul>Presentation to PSF 5 June 2008
    19. 19. Factors <ul><li>Storage of documents instead of records </li></ul><ul><li>Relations through hyperlinks </li></ul><ul><li>Dynamic or non-relational schemas </li></ul><ul><li>Weak, if any, typing </li></ul><ul><li>Focus on findability and storagability rather than adherence to schema </li></ul>Presentation to PSF 5 June 2008
    20. 20. <ul><li>Shift from database to data modelling </li></ul><ul><li>Increasing importance of the domain model </li></ul><ul><li>Semi-structured information </li></ul><ul><li>Content and information , rather than website and document management </li></ul>Presentation to PSF 5 June 2008
    21. 21. Thoughts about benchmarking <ul><li>Better connected about benchmarking use of ICT to serve customers… </li></ul><ul><li>- other Socitm activity about how ICT works </li></ul><ul><li>Generally, ICT works fine…… </li></ul><ul><li>……… but doesn’t mean it’s used well </li></ul><ul><li>Socitm needs to align its benchmarking services, which must engage our business in their use of ICT </li></ul>Presentation to PSF 5 June 2008
    22. 22. My conclusions <ul><li>Better connected has pioneered “benchmarking” the way ICT is used, rather than the way it works </li></ul><ul><li>‘ Useful, usable, used’ more important than ever </li></ul><ul><li>ICT & web are one & the same! </li></ul><ul><li>Changing the way we work… </li></ul><ul><li>Don’t make the same mistake as the American rail-roads </li></ul><ul><li>We’re in the change business </li></ul><ul><li>Still “ Better connected ”, but… </li></ul><ul><li>…… ..watch the strap-lines change </li></ul>Presentation to PSF 5 June 2008
    23. 23. Thanks for listening [email_address]

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