gov 2.0 and citizen enabled services: leveraging social media and taking sensible risks

Gov 2.0 and citizen enabled servicesleveraging social media and taking sensible risks

Patrick McCormickManager Digital Engagement

Department of Justice Victoria

2 December 2010

FutureGov Forum Taiwan Taipei

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Gov 2.0 and citizen enabled services leveraging social media and taking sensible risks

1 understanding the context

2 tinkering with new tools

3 listening to the crowd

4 responding and collaborating

caretaker government– views are my own

• population of 5 million• fast growth (6.2% 96-06)• 28% born overseas• finance, insurance, higher

education, manufacturing

• 87,806 sq mi

Victoria

Justice portfolio employs over 21,000 staff – police and prosecution – courts, prisons and corrections services – tribunals and agencies protecting citizen rights – emergency services – racing and gaming policy– legal advice to government

and includes about 90,000 volunteers across – Country Fire Authority – Lifesaving Victoria– Victoria State Emergency Services– Office of the Public Advocate

don’t believe the hype

http://www.youtube.com/watch?v=sIFYPQjYhv8

but believe in social disruption

1. understanding the context

what is this thing, Gov 2.0 ?

web 2.0

Gov 2.0

government

Gov 2.0 begins with public purpose and ends with trustand is powered by…

citizens, government, web 2.0 and PSI on the Internet

a working definition of Gov 2.0

Gov 2.0 begins with public purpose and ends with trust

and is powered by…

citizens, government, technology and PSI on the Internet(what we usually talk about when we talk about Gov 2.0)

what does this have to do with us?

public sector

public goods

public policy

public services

we need to go back to first principles

public purpose

public sector

public goods

public policy

public services

public purpose

trust

Gov 2.0 is not about technology

but Gov 2.0 is powered by technology

citizens

internet

governmentPSI

technology

public purpose

trust

Gov 2.0 begins with public purpose and ends with trust

technologycitizens

governmentPSI

internet

the public sector is evolving

1. 20th century administrative bureaucracy

2. new public management - performance

3. triple bottom line - shareholders and stakeholders

4. co-productive, shared enterprise

read-onlyrigid, prescriptive, hierarchical

read-writeagile, principled, collaborative

citizen expectations are changing

3 types of expectations - Charlie Leadbeater • I need – essential services government must provide• I want – discretionary services responding to demand• I can – option to self select, participate, co-produce

why now?• Internet 1.0 – low or no cost production and distribution• netizens 1.0 – surplus computing and doing capacity • web 2.0 - new tools, behaviours, expectations

the Internet has something to do with it

compact yet immense, a ‘small world’• 10x growth adds ‘one hop’• growth is organic and ad hoc

power law distribution mostly below and above the mean• few with many links• many with few links

In Search of Jefferson’s Moose - David G. Post

power law distribution mostly below and above mean• few with many links• many with few links

what does this mean for government?

a new approach • share (not cede) power, when and where appropriate• maintain authority in old and new models• government as a platform, providing a citizen ‘API’

key components • culture of experimentation and collaboration• open access to public sector data and information• voice of authenticity, uncertainty and contestability

emerging policy platform

Victoria• parliamentary inquiry into PSI• VPS innovation action plan• Government response on PSI• government 2.0 action plan

Commonwealth• Gov 2.0 Taskforce report• APSC online engagement guidelines• declaration of open government

2. tinkering with the tools

supporting a culture of collaboration internally

conversations, questions, problem solving

working together across boundaries

video socialises important information

encouraging content creatives

sharing PSI externally to engage public, spark innovation and enable co-production

seeking and voting on ideas openly

3. listening to the crowd

(AGIMO: Australia in the Digital Economy, 2009)

increasingly the people’s choice

co-production with or without us

• “information wants to be free”- Stewart Brand at first Hackers' Conference in 1984

the wisdom of 100 million phone calls

issues share of voice

the direction of online conversations

identifying trends across key topics

Month on Month Trend

social media analysis: alcohol & street violence26%

April 2010

plotting spikes against events to determine impact

Violent CBD brawl

Street violence talk spawned by Williams’ death

establishing trusted, authentic presence on new platforms

listening for citizen pain points

(cc @justice_vic) Working with Children check was 90% done (almost 11 weeks), lodged an Employ instead, and it will restart and take another 12 weeks. What a stupid system…

@deonwentworth Deon - thx for your feedback. Don't know right now what happened or why it's like that - but will have someone look into D

exceeding expectations by following up

@deonwentworth Have chased up and have an answer for you. Pls dm your email addy or contact # as response won't fit in 140 spaces. Thanks J

@justice_vic No need, got the check yesterday, start 2morrow. Thx a lot 4 following this up, thought You'd forgotten. If you still need to, you can email me at…

building trust through open an exchange

@deonwentworth Simple answer: starts over when changing categ. - makes extra sure no charges after applying. Annoying yes, but we err on side of extra protection for kids. D

@justice_vic thanks. Got my card earlier in the week.

#goodjob @justice_vic for not giving up on customer enquiries and following through right to the end

4. responding and collaborating

CFA, Black Saturday, Flickr

seeking citizen input, educating interactively

sharing information to reduce costs, build trust and confirm public safety objectives

fostering shared responsibility through citizen engagement and content creation

the worst natural disaster in Australia’s history

Victorian Fire Map 9 February 2009, dse.vic.gov.au

maintaining community engagement to bolster emergency response

Yarra Valley, Black Saturday, Flickr

informing and supporting resilient communities

Kinglake, Aerial view, news.com.au

sharing emergency information in timely, convenient way extends frontline response to community

going where people are to build trust and improve access to information

9,300 fans x average of 150 friends = 1,209,000 people

because people want to help and government is well placed to facilitate

seeking citizen support for emergency volunteers Vital. Valued. Victorians.

mobile apps enable citizens to help themselves and their neighbors

geospatial data and location awareness put powerful tools in the hands of citizens

community based crowd-sourcing

Gov 2.0 and citizen enabled services leveraging social media and taking sensible risks

1 understanding the context

2 tinkering with new tools

3 listening to the crowd

4 responding and collaborating

Thanks!

Patrick McCormickpat.mccormick@justice.vic.gov.au@ solutist@ justice_vic

Questions?

多謝

re-using this presentation? the fine print…

• Parts of this presentation not under copyright or licensed to others (as indicated) have been made available under the Creative Commons Licence 3.0

• Put simply, this means:– you are free to share, copy and distribute this work– you can remix and adapt this work

• Under the following conditions– you must attribute the work to the author:

Patrick McCormick (pat.mccormick@justice.vic.gov.au or paddy@post.harvard.edu)– you must share alike – so if you alter or build upon this work you have to keep these same conditions

• Unless stated otherwise, the information in this presentation is the personal view of the author and does not represent official policy or position of his employer