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“The American people expect to interact with government
through digital channels such as websites, email, and mobile
applications. By building digital services that meet their needs,
we can make the delivery of our policy and programs more
effective.”
- U.S. Digital Service
● Which of the following would change positively if government
improved digital services?
● “My belief that government is forward looking” (73%)
● “My overall satisfaction with government” (72%)
● “My willingness to engage with government” (72%)
● “My belief that government is efficient and effective” (70%)
● “My confidence and trust in government” (62%)
Source: Accenture, “Digital Government”
“Assign one leader and hold that person
accountable”
- Digital Services Playbook (USDS)
● Digital officer
● Innovation officer
● Product leader/owner
● Communications
● Project manager
● Coach
● Product evangelist
● Product owner
(Source: 18F)
● Elected officials
● Management
● Staff
● Shared mission
● Community engagement
● Service delivery
● Platform approach
● Authentic and responsive engagement
● Transparency
● Accessibility (user-centered design, mobile-friendly,
ADA-compliant)
● Continuous improvement and learning
● Traditional RFP process
● Over-specifying
● Copying another city’s requirements
● Buying before trying
● Closed communication
● Unproductive criteria for evaluating a vendor
● Large group of uninvolved stakeholders
● Know what you want
● Publish an RFI to unearth alternative options
● Try before you buy
● Consider monthly/annual subscription options (SaaS
eliminates need for large, one-time purchase)
● Consider staff time invested in decision process to your
bottom line
● Bespoke, custom development
● Large upfront costs
● Pay hourly, fees for service
“Software as a service (SaaS; pronounced /sæs/) is a software
licensing and delivery model in which software is licensed on a
subscription basis and is centrally hosted.”
- Wikipedia
● Web-based
● Frequent and/or recurring updates across single platform
● Scalable approach to delivering services
● Subscription-based pricing (monthly/yearly)
● Centralized hosting (“the cloud”)
● Service/support
● Implementation time greatly reduced
● Lower risks
● Faster updates
● Maintenance responsibility shifts to vendor
● Use test environments
● Talk to peers
● Carefully examine licensing models
● Do you need (really) customized development?
● Do you have budget for recurring/ongoing customized
development?
● If yes to above question, will this be maintained internally or by a
third party?
● If internally, do you have great developers/designers/IT
managers that can maintain AND continually upgrade? (If no to
this question, you should use SaaS.)
● Cross-agency
● Give them freedom (overtime, etc.)
● At start, give them ‘get out of jail card’
● Give them autonomy
● Question decisions - peer review
● Prepare your team for criticism
● Make them feel appreciated
“The objective of this phase is to build a fully working
prototype which you test with users. You’ll continuously
improve on the prototype until it’s ready to go live, replacing or
integrating with any existing services.”
-GOV.UK
● Lets you incrementalize (start small and evolve)
● Allows government to engage with public, get feedback
● Is more transparent
● Limits surprise factor for end users
● Lower stress on staff updating their processes
● Encourages experimentation
● Promote and educate to foster a productive feedback loop.
● Have fun and try things (be open to new ideas).
● Set a deadline for launching to live.
● Emphasize what you do (payments, jobs, issue reporting)
● De-emphasize personality/agency-focused approach
● Follow a common look and feel (pattern library)
● Use feedback mechanisms (polls, surveys)
● Employ and monitor analytics
● Be empathetic
● Mobile usage is increasing
● Build once (saves time, money)
● No need for stand-alone app
● Search engine friendly
● Make this a priority
● Identify content goals
● Write user stories (“I am a resident/visitor/business ...”)
● Information architecture
● Follow a style guide (AP, Chicago, Conscious - age/gender)
● Avoid wholesale migrations
● Use a content management system
● Identify your mission objectives
● Align objectives with metrics
● Measure events that show user success
● Tools (Google Analytics, Piwik)
● Goal: “build sites that are usable by everyone, not to meet
minimum standards” (18F)
● Law: Section 508 - requires that government provides
equal access to information to disabled employees
● Standard: Web Content Accessibility Guidelines (WCAG)
● Ensure keyboard access
● Use semantic headings (h1, h2, h3, etc.)
● Label form elements
● Use alt/img tags
● Use multimedia captioning (audio/video)
● Take into account color contrast
“The American people expect government websites to be
secure and their interactions with those websites to be
private.”
– CIO.gov
Protecting user privacy is an important aspect and duty of any
public service organization. Hypertext Transfer Protocol
Secure (HTTPS) is web security protocol that validates and
ensures privacy protections are adhered to.
● Confidentiality. The visitor’s connection is encrypted,
obscuring URLs, cookies, and other sensitive metadata.
● Authenticity. The visitor is talking to the “real” website, and
not to an impersonator or through a “man-in-the-middle”.
● Integrity. The data sent between the visitor and the website
has not been tampered with or modified.
Source: CIO.gov
● Hypertext Transfer Protocol Secure (HTTPS)
● Password management
● Two-factor authentication (2FA)
● Back-ups
● Phishing
● Use password management tools
● Use two-factor authentication (2FA)
● Limit users, admin permissions
● Keep software updated (or use SaaS)
● Back-up regularly (daily)
● Don’t click on questionable email links
● Easily create strong passwords
● Can safely share passwords
● Tools (PassPack, LastPass)
● Open culture
● Open knowledge
● Open source
● Open data
“An ‘open organization’—which I define as an organization that engages
participative communities both inside and out—responds to opportunities more
quickly, has access to resources and talent outside the organization, and
inspires, motivates, and empowers people at all levels to act with accountability.
The beauty of an open organization is that it's not about pedaling harder, but
about tapping into new sources of power both inside and outside to keep pace
with all the fast-moving changes in your environment.”
-Jim Whitehurst, “The Open Organization”
● proudcity.com
● info@proudcity.com

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Rules for great digital government

  • 1.
  • 2.
  • 3. “The American people expect to interact with government through digital channels such as websites, email, and mobile applications. By building digital services that meet their needs, we can make the delivery of our policy and programs more effective.” - U.S. Digital Service
  • 4. ● Which of the following would change positively if government improved digital services? ● “My belief that government is forward looking” (73%) ● “My overall satisfaction with government” (72%) ● “My willingness to engage with government” (72%) ● “My belief that government is efficient and effective” (70%) ● “My confidence and trust in government” (62%) Source: Accenture, “Digital Government”
  • 5.
  • 6. “Assign one leader and hold that person accountable” - Digital Services Playbook (USDS)
  • 7. ● Digital officer ● Innovation officer ● Product leader/owner ● Communications
  • 8. ● Project manager ● Coach ● Product evangelist ● Product owner (Source: 18F)
  • 9.
  • 10. ● Elected officials ● Management ● Staff
  • 11. ● Shared mission ● Community engagement ● Service delivery ● Platform approach
  • 12.
  • 13. ● Authentic and responsive engagement ● Transparency ● Accessibility (user-centered design, mobile-friendly, ADA-compliant) ● Continuous improvement and learning
  • 14.
  • 15. ● Traditional RFP process ● Over-specifying ● Copying another city’s requirements ● Buying before trying ● Closed communication ● Unproductive criteria for evaluating a vendor ● Large group of uninvolved stakeholders
  • 16. ● Know what you want ● Publish an RFI to unearth alternative options ● Try before you buy ● Consider monthly/annual subscription options (SaaS eliminates need for large, one-time purchase) ● Consider staff time invested in decision process to your bottom line
  • 17.
  • 18. ● Bespoke, custom development ● Large upfront costs ● Pay hourly, fees for service
  • 19. “Software as a service (SaaS; pronounced /sæs/) is a software licensing and delivery model in which software is licensed on a subscription basis and is centrally hosted.” - Wikipedia
  • 20. ● Web-based ● Frequent and/or recurring updates across single platform ● Scalable approach to delivering services ● Subscription-based pricing (monthly/yearly) ● Centralized hosting (“the cloud”) ● Service/support
  • 21. ● Implementation time greatly reduced ● Lower risks ● Faster updates ● Maintenance responsibility shifts to vendor
  • 22. ● Use test environments ● Talk to peers ● Carefully examine licensing models
  • 23. ● Do you need (really) customized development? ● Do you have budget for recurring/ongoing customized development? ● If yes to above question, will this be maintained internally or by a third party? ● If internally, do you have great developers/designers/IT managers that can maintain AND continually upgrade? (If no to this question, you should use SaaS.)
  • 24.
  • 25. ● Cross-agency ● Give them freedom (overtime, etc.) ● At start, give them ‘get out of jail card’ ● Give them autonomy ● Question decisions - peer review ● Prepare your team for criticism ● Make them feel appreciated
  • 26.
  • 27. “The objective of this phase is to build a fully working prototype which you test with users. You’ll continuously improve on the prototype until it’s ready to go live, replacing or integrating with any existing services.” -GOV.UK
  • 28. ● Lets you incrementalize (start small and evolve) ● Allows government to engage with public, get feedback ● Is more transparent ● Limits surprise factor for end users ● Lower stress on staff updating their processes ● Encourages experimentation
  • 29. ● Promote and educate to foster a productive feedback loop. ● Have fun and try things (be open to new ideas). ● Set a deadline for launching to live.
  • 30.
  • 31. ● Emphasize what you do (payments, jobs, issue reporting) ● De-emphasize personality/agency-focused approach
  • 32. ● Follow a common look and feel (pattern library) ● Use feedback mechanisms (polls, surveys) ● Employ and monitor analytics ● Be empathetic
  • 33.
  • 34. ● Mobile usage is increasing ● Build once (saves time, money) ● No need for stand-alone app ● Search engine friendly
  • 35.
  • 36. ● Make this a priority ● Identify content goals ● Write user stories (“I am a resident/visitor/business ...”) ● Information architecture ● Follow a style guide (AP, Chicago, Conscious - age/gender) ● Avoid wholesale migrations ● Use a content management system
  • 37.
  • 38. ● Identify your mission objectives ● Align objectives with metrics ● Measure events that show user success ● Tools (Google Analytics, Piwik)
  • 39.
  • 40. ● Goal: “build sites that are usable by everyone, not to meet minimum standards” (18F) ● Law: Section 508 - requires that government provides equal access to information to disabled employees ● Standard: Web Content Accessibility Guidelines (WCAG)
  • 41. ● Ensure keyboard access ● Use semantic headings (h1, h2, h3, etc.) ● Label form elements ● Use alt/img tags ● Use multimedia captioning (audio/video) ● Take into account color contrast
  • 42.
  • 43. “The American people expect government websites to be secure and their interactions with those websites to be private.” – CIO.gov
  • 44. Protecting user privacy is an important aspect and duty of any public service organization. Hypertext Transfer Protocol Secure (HTTPS) is web security protocol that validates and ensures privacy protections are adhered to.
  • 45. ● Confidentiality. The visitor’s connection is encrypted, obscuring URLs, cookies, and other sensitive metadata. ● Authenticity. The visitor is talking to the “real” website, and not to an impersonator or through a “man-in-the-middle”. ● Integrity. The data sent between the visitor and the website has not been tampered with or modified. Source: CIO.gov
  • 46.
  • 47. ● Hypertext Transfer Protocol Secure (HTTPS) ● Password management ● Two-factor authentication (2FA) ● Back-ups ● Phishing
  • 48. ● Use password management tools ● Use two-factor authentication (2FA) ● Limit users, admin permissions ● Keep software updated (or use SaaS) ● Back-up regularly (daily) ● Don’t click on questionable email links
  • 49. ● Easily create strong passwords ● Can safely share passwords ● Tools (PassPack, LastPass)
  • 50.
  • 51.
  • 52.
  • 53. ● Open culture ● Open knowledge ● Open source ● Open data
  • 54. “An ‘open organization’—which I define as an organization that engages participative communities both inside and out—responds to opportunities more quickly, has access to resources and talent outside the organization, and inspires, motivates, and empowers people at all levels to act with accountability. The beauty of an open organization is that it's not about pedaling harder, but about tapping into new sources of power both inside and outside to keep pace with all the fast-moving changes in your environment.” -Jim Whitehurst, “The Open Organization”