The document discusses how disruptive technologies that were initially inferior, like personal computers and mobile phones, ended up disrupting established industries. It then summarizes statistics around the digital divide and increasing mobile internet usage in the US. Finally, it outlines strategies for government agencies to develop digital and mobile-friendly services, like treating content as structured data and adapting it across different devices and formats.

1. Text

6. There is no reason for any individual
to have a computer in his home.
—Ken Olsen,
CEO of Digital Equipment Corp.

7. There is no reason anyone
will need to do that on mobile.
—Your company, probably

10. DISRUPTIVE INNOVATION

11. “ In industry after industry, the
new technologies that had
brought the big, established
companies to their knees
weren’t better or more advanced
— they were actually worse. The
new products were
low-end, dumb, shoddy, and in
almost every way inferior.

12. DISK DRIVES

13. RADIOS

14. PRINTERS

15. PHOTOGRAPHY

16. PERSONAL COMPUTERS

17. THE DIGITAL DIVIDE

18. 20% OF AMERICANS HAVE NO
INTERNET ACCESS AT ALL.
35% HAVE NO INTERNET
ACCESS AT HOME.

19. 29% OF BLACK AMERICANS
HAVE NO INTERNET ACCESS.
51% ACCESS AT HOME.
HAVE NO BROADBAND

20. 32% OF HISPANIC AMERICANS
HAVE NO INTERNET ACCESS.
49% ACCESS AT HOME.
HAVE NO BROADBAND

21. OF AMERICANS WHO MAKE
38% LESS THAN $30,000 PER
YEAR HAVE NO INTERNET
ACCESS.
59% HAVE NO BROADBAND
ACCESS AT HOME.

22. 46% OF AMERICANS WITH A
DISABILITY HAVE NO
INTERNET ACCESS.
59% HAVE NO BROADBAND
ACCESS AT HOME.

23. 57% OF AMERICANS WITH NO
HIGH SCHOOL DIPLOMA
HAVE NO INTERNET ACCESS.
88% HAVE NO BROADBAND
ACCESS AT HOME.

25. MOBILE OWNERSHIP
85% 88%
2009 2012 2009 2012

26. MOBILE OWNERSHIP MOBILE INTERNET USE
85% 88%
55%
31%
2009 2012 2009 2012

27. SMARTPHONE ADOPTION
45.6 42.7 32.7
55.3
54.4 57.3 67.3
44.7
White Black Hispanic Asian
SMARTPHONES FEATURE PHONES

28. THE “MOBILE MOSTLY” USER

29. 55% OF AMERICANS WHO USE THEIR
MOBILE PHONES TO GO ONLINE
ONLY OR MOSTLY USE THE
INTERNET ON THEIR MOBILES

30. 55% OF AMERICANS WHO USE THEIR
MOBILE PHONES TO GO ONLINE
31%
OF ALL AMERICANS
ONLY OR MOSTLY USE THE
INTERNET ON THEIR MOBILES

31. 55% OF AMERICANS WHO USE THEIR
MOBILE PHONES TO GO ONLINE
39%
OF NO-COLLEGE AMERICANS
ONLY OR MOSTLY USE THE
INTERNET ON THEIR MOBILES

32. 55% OF AMERICANS WHO USE THEIR
MOBILE PHONES TO GO ONLINE
43%
OF LOW-INCOME AMERICANS
ONLY OR MOSTLY USE THE
INTERNET ON THEIR MOBILES

33. 55% OF AMERICANS WHO USE THEIR
MOBILE PHONES TO GO ONLINE
42%
OF HISPANIC AMERICANS
ONLY OR MOSTLY USE THE
INTERNET ON THEIR MOBILES

34. 55% OF AMERICANS WHO USE THEIR
MOBILE PHONES TO GO ONLINE
51%
OF BLACK AMERICANS
ONLY OR MOSTLY USE THE
INTERNET ON THEIR MOBILES

35. Mobile was the final frontier in the
access revolution. It has erased the
digital divide. A mobile device is the
internet for many people.
— Susannah Fox, Pew Research

40. united club membership

41. united club membership

45. THE AMERICAN REVOLUTION
(NOW AVAILABLE ON MOBILE)

47. THIS

48. Americans deserve a
government that works for
them anytime, anywhere,
and on any device.

49. DIGITAL GOVERNMENT:
BUILDING A 21 ST
CENTURY PLATFORM
TO BETTER SERVE THE
AMERICAN PEOPLE
MAY 23, 2012

50. The Federal Government must
also focus on the fundamentals of
customer-centric design.

52. 1.Conduct research to understand the
customer’s business, needs, and desires

53. 1.Conduct research to understand the
customer’s business, needs, and desires
2.Make content more available and
accessible through multiple, device-

54. 1.Conduct research to understand the
customer’s business, needs, and desires
2.Make content more available and
accessible through multiple, device-
3.Make content more accurate and
understandable by maintaining plain
language and content freshness

55. 1.Conduct research to understand the
customer’s business, needs, and desires
2.Make content more available and
accessible through multiple, device-
3.Make content more accurate and
understandable by maintaining plain
language and content freshness
4.Offer easy paths for feedback to ensure
we continually improve service delivery

56. RESEARCH + PLANNING
2.Make content more available and
accessible through multiple, device-
3.Make content more accurate and
understandable by maintaining plain
language and content freshness
4.Offer easy paths for feedback to ensure
we continually improve service delivery

57. RESEARCH + PLANNING
ADAPTIVE CONTENT
3.Make content more accurate and
understandable by maintaining plain
language and content freshness
4.Offer easy paths for feedback to ensure
we continually improve service delivery

58. RESEARCH + PLANNING
ADAPTIVE CONTENT
WRITING + EDITING
4.Offer easy paths for feedback to ensure
we continually improve service delivery

59. RESEARCH + PLANNING
ADAPTIVE CONTENT
WRITING + EDITING
MOBILE GOVERNANCE

60. US GOV MOBILE ROADMAP

61. US GOV MOBILE ROADMAP
WITHIN THREE MONTHS:
Engage with customers to identify the
highest priority services to optimize for
mobile.

62. US GOV MOBILE ROADMAP
WITHIN THREE MONTHS:
Engage with customers to identify the
highest priority services to optimize for
mobile.
WITHIN ONE YEAR:
Make two key services available on mobile

63. US GOV MOBILE ROADMAP
WITHIN THREE MONTHS:
Engage with customers to identify the
highest priority services to optimize for
mobile.
WITHIN ONE YEAR:
Make two key services available on mobile
WHEN PRACTICAL:
Publish a plan for improving additional

64. BABY STEPS VS. LONG TERM

65. The biggest thing is, you have to
have a content strategy in place. You
have to know the end state you want.
— Gerard Gober, Comcast

66. RESEARCH + PLANNING
ADAPTIVE CONTENT
WRITING + EDITING
MOBILE GOVERNANCE

67. Adaptive content is flexible, so it can
adapt to different screen sizes and
can be presented in different
formats as appropriate for the device.

68. MANAGE STRUCTURED
CONTENT

69. We need to treat all content as data,
turning any unstructured content
into structured data, then ensure all
structured data are associated with
valid metadata.

70. 43% OF FEDERAL AGENCIES DO
NOT USE A CMS TO
PUBLISH ONLINE CONTENT.

71. CHUNKS, NOT BLOBS

77. CREATE PRESENTATION-
INDEPENDENT CONTENT

78. Rather than thinking primarily about
the final presentation—publishing
web pages, mobile applications, or
brochures— government agencies
need to take an “information-
centric” approach.

79. These three layers
PRESENTATION LAYER separate information
Websites + Apps
creation from
information
presentation—
PLATFORM LAYER
allowing us to create
Systems + APIs content and data once,
and then use it in
different ways.
In effect, this model
INFORMATION LAYER
Data + Content
represents a
fundamental shift
from the way our

81. TREAT CONTENT AS A SERVICE

82. “ Providing information through
web APIs helps us architect for
interoperability and openness,
and makes data assets freely
available for use within
agencies, between agencies, in
the private sector, or by citizens.

83. Just look at how the government’s
release of GPS and weather data
fueled billion dollar industries.

84. C
O
N
T
E
N
T
P
R
O
V
I
D
E
R
S
M
U
S
I
C
P
A
R
T
N
E
R
S
NPR, Open Content and API’s, O’Reilly Oscon 60

85. RESEARCH + PLANNING
ADAPTIVE CONTENT
WRITING + EDITING
MOBILE GOVERNANCE

86. Federal agencies are required to
write all new publications, forms and
publicly distributed documents in a
“clear, concise, well-organized”
manner.

87. MOBILE IS A CATALYST

89. GREAT CONTENT TRANSCENDS
PLATFORM

90. We felt it was a life-saving
imperative to have all of our content
on mobile.
— David Balcom, American Cancer
Society

95. It’s not that it was designed and
written for mobile, it's just good
content.
— David Balcom, American Cancer
Society

96. DEVELOP MOBILE GOVERNANCE

97. PEOPLE + PROCESS

98. CONTINUOUS MEASUREMENT
AND IMPROVEMENT

99. “ We now have an opportunity to
break free from the inefficient,
costly, and fragmented practices
of the past, build a sound
governance structure for digital
services, and do mobile “right”
from the beginning.

100. YOU DON'T GET TO DECIDE
WHICH DEVICE PEOPLE USE TO
ACCESS YOUR CONTENT.
THEY DO.

101. There’s no wrong door for
accessing government services.
— Federal CIO Steven VanRoekel

102. DISRUPTIVE TECHNOLOGIES
EVENTUALLY GET GOOD.
OR THEY REDEFINE WHAT
GOOD IS.

103. Ultimately, this strategy aims to be
disruptive. It provides a platform to
fundamentally shift how government
connects with, and provides services
to, the American people.
— Federal CIO Steven VanRoekel

104. DO MOBILE RIGHT.
RIGHT FROM THE START.

105. I want us to ask
ourselves every
day, how are we
using technology
to make a real
difference in
people’s lives?

107. COMING THIS
FALL!

108. THAN
K YOU
@karenmcgra