ELC Program Review

June 24, 2014

Leadership and Innovation in Radically Changing TimesThe 2014 Executive Leadership Conference (ELC) is about sharing, engaging and

actively participating. It’s about using the power of our shared experience to innovate and solve problems. Our 2014 ELC goals are straightforward:

Connect great people with great ideas to inspire leadership and innovation in radically changing times

In government today, an emerging collaborative ecosystem is transforming how, and with whom, people work. This requires that we adopt new approaches to carrying

out agency missions and providing citizen services.

ELC’s Premise: The Value of Information Technology as a Strategic Asset Both Addresses and Poses Our Toughest Challenges.Federal agencies are striving to spend IT funds more effectively and efficiently. • Results-based accountability techniques are measuring whether government programs are making an impact. • This new era of computing includes mobile, cloud, data and analytics; this tsunami of technology is disruptive and compels

federal leaders to rethink traditional government’s delivery models.

ELC’s Promise: Asking and Answering Critical Questions.• What might a better government look like in the future? • How can we develop great people and instill a culture of innovation? • How should we coordinate across government agencies and sectors to improve service delivery and customer satisfaction? • How can we harness innovation to manage new and evolving needs?

During ELC 2014, we will explore challenges and opportunities for Shared Solutions, Citizen Services, and IT Service Delivery and look at how agencies and leaders can improve coordination from the lens of IT, Acquisition, and Program Management. Successful organizations benefit from a rich mix of ideas, perspectives, and life experiences. By creating professional learning opportunities and collaboration zones, interacting with great speakers and tapping into the power of a widely experienced and active group of government and industry leaders, together at ELC we will examine new approaches to how government can carry out its missions in providing services to constituents.

Let’s expand our critical thinking and throw open the door to new possibilities and better outcomes. Join us at ELC in Williamsburg October 26-28, 2014.

MONDAY Program Team

TracksShared Services

Chris Niedermayer, BRMI Sally Turner, CGI

Kim Hayes/Tom Ragland AmbitTim Shaughnessy , DHS

Ted Okata, FEMA

Citizen ServicesMartha Dorris, GSALisa Veith, Maximus

Brian Green, Contact Solutions

Professional DevelopmentJim Beaupre

Rabiah Sutton

Monday AM Tracks

Citizen Services - Martha Dorris Team GOAL STATEMENT: Deliver world-class customer services to citizens by making it faster and easier for individuals and businesses to complete transactions and have a positive experience with government.• Goal Leader(s):

Lisa Danzig, Associate Director for Personnel and Performance, Office of Management and BudgetCommissioner, Social Security Administration (Carolyn Colvin, Acting)

Shared Services Chris Neidermayer Team GOAL STATEMENT: Strategically expand high-quality, high value shared services to improve performance and efficiency throughout• Goal Leaders:

Controller, Office of Federal Financial Management, Office of Management and Budget (Mark Reger)Krysta Harden, Deputy Secretary, US Department of Agriculture

SMARTER IT DELIVERY - Fellows TeamGOAL STATEMENT: Improve outcomes and customer satisfaction with Federal services through smarter IT delivery and stronger agency accountability for success.• Goal Leader(s):

Steve VanRoekel, Federal Chief Information Officer, Office of Management and Budget Sloan Gibson, Deputy Secretary, Department of Veterans Affairs Todd Park, Chief Technology Officer, Office of Science and Technology Policy

Professional DevelopmentJim Beaupre, Rabiah Sutton

1. Agile Development in a Gaming Environment 2. Customer Relationship Management3. Data Information Sharing

Two Program Tracks

• Shared Solutions– drivers and barriers to sharing service delivery applications across agency boundaries

• Citizen Services – administration goals, success stories – Debate facilitated by questions/comments from the

audience– Participant opinions captured – Goal is to show a path to success

Shared Solutions Track Abstract

An alarming majority of the federal government’s $80B IT budget is allocated to traditional O&M functions. O&M costs for maintaining agency administrative and service delivery applications are duplicated in countless agency budgets because many agencies perform similar functions and maintain separate applications to support them. These include banking and finance functions, disaster response, information exchange, identity and access management, and many others. Current costs to maintain individual agency solutions are not sustainable from a long-term budget standpoint and stifle investments in innovation, including improving the citizen experience. This track will highlight industry and agency leaders who will debate the benefits and barriers to cross-agency solution sharing within the dimensions of leadership and program management, acquisition, and technology. Attendees will share their views on ways to address application sharing challenges. Attendee views will be used to illustrate methods for successfully increasing solution sharing.

Citizen ServicesTrack Abstract

Citizen expectations for government services are continually increasing, driven by improvements in technology and the high quality services provided by the private sector. During their day-to-day lives and in times of emergency, both citizens should have access to information and services that are safe and secure, available anytime, anywhere, on any device. The goal of this track is to determine how can government and industry partner to improve the experience that the public has when interacting with government? Providing high quality services requires that the government understand who their customers are and what their expectations are. For example, how does your customer expect to access information and services? The customers could include the public, businesses, and other governments. We all work together in an ecosystem to ultimately provide services to citizens. The public can be segmented as well. For the most part, each federal agency has a different customer segment. Whether you provide service to students, seniors, veterans, parents, teachers, or business owners, they deserve good service. One of the concepts that we will explore is when the public needs service that crosses agencies during major life events such as the birth of a child (in the US or abroad), marriage, divorce, or death. When that occurs the public has to engage with each agency separately. Finally, how do we measure the government’s success at meeting the customers’ expectations? Technology, people and processes all need to work together to improve the citizen’s experience when interacting with government.This track will explore:

Vision of good customer service in these radically changing times. Why is this important? Many recent failures in service point to the need for these discussions. In addition, most of the current successes can be pointed to engaging with customers throughout the process. Many of the recent initiatives to improve service to the citizen, including numerous Executive Orders and the current Cross Agency Priority (CAP) goal on providing world-class customer service to the public. The stated goal of the CAP goal is to: "Deliver world-class customer services to citizens by making it faster and easier for individuals and businesses to complete transactions and have a positive experience with government." This goal of improving customer service will be reached by:•

– Streamlining transactions; Developing standards for high impact services; and– Using technology to improve the customer experience. – Innovations to address the challenges and barriers to good citizen service– How can industry and government work together to lead improvements?

•

Program Management

AcquisitionTechnology

Path to Shared Solutions,&

Citizen Services

Drives

Leadersh

ip

Innovation

Collaborati

on

Governance

Collaboration Committee

Committee Leads:Susan Becker, VP Services Unisys

Corey Nickens, Group Manager, GSA FEDSIMJoyce Hunter, Deputy CIO, Policy and Planning, U.S.

Department of AgricultureAndy Lieber, BD Hitachi Consulting

Come to Collaboration ELC!Gather and share ideas in the Challenge Zone, learn in the Innovation Zone,

and engage or recharge batteries in the Connection Zone. Challenge Zone: Serves as the focal point for gathering ELC attendee feedback to challenges and opportunities facing Government and Industry. Our interactive approach will explore this year's conference topic areas: Mission focused Shared Solutions/ Services, Citizen Services, Innovation, Data Sharing, and improved program outcomes using an Agile approach; plus we will pull through Challenges from the Management of Change Conference and the Fellows Forum 2014.Innovation Zone: Enables ELC participants to “continue the conversation” with track speakers and panelists. Additionally there will be brief presentations by recognized Innovative Government programs in the areas of Citizen Services, Shared Solutions/ Services, Data Sharing, Agile development, and the Innovation Pods from the Management of Change Conference.Connection Zone: Provides an inviting space for attendees to recharge their batteries and engage with colleagues.

Potential Collaboration Space Set up

Tuesday Program

Committee Leads:Deirdre Murray, CenturyLink

Chris Dorobek, DorobekInsiderKeith Trippie, The Trippie Group

Tuesday Abstract

ABSTRACT ELC’s Tuesday “finale” will further the discussion on the new, emerging, and collaborative ecosystem that is changing how people work and who they work with – resulting in creative, new approaches to how government will carry out its mission and service to its constituents. Tuesday will continue to explore the issues of leadership, mission innovation and collaboration in an environment of fast-paced change and disruption of traditional models of government and delivery of mission services. The Tuesday “finale” will combine the popular ELC format with new and innovative collaboration approaches. We’ll launch with a “Ted Talk” style, innovation thought leader and follow with the always-popular “CXO Town Hall” and government-industry roundtable discussions. This creative format will provide a wealth of opportunities to engage in discussions and bring the energy and power of the crowd together in the ELC session “finale”.

Session 1 - (745 AM/815 AM) • Customer service guru ie from Capital One, Disney (R Smith), Nationals (K Trippie) . Invite in progress

Session 2 (815-930 AM) “What You Really Need to Know…” Fast paced, “Lightning Round” style format1. John Bashista, , Director, Office of Acquisition Management and Senior Procurement Officer, EPA (Long) PENDING2. Rich Beutel, Sr. Counsel, US House of Reps, House Oversight and Government Reform (Murray) SEEKING APPROVAL3. Dr. David Bray, CIO, FCC (Murray) CONFIRMED4. Christopher Darby, President/CEO, or Gilman Louie, In-Q-Tel (Trippie)5. Luke McCormack, CIO, DHS (Whitelaw/Chenok)6. Peggy Sherry, CFO, IRS (or Kathleen Turco/VHA) (Trippie)7. Provocateurs: Chris Dorobek/GovLoop and Keith Trippie/The Trippie Group CONFIRMED

Session 3 CXO TOWN HALL (930-1115 AM)• “CXO Town Hall” and roundtable (50 with two govt per table) Session 3 CLOSING (1115 AM) SUGGESTED:• Beth Cobert, Deputy Director, Management (D Chenok)• David Mader, Controller, OMB (suggesting adding Mader to closing session; fed/IRS experience, shared services

champion)• Dan Tangherlini, Admin’r, GSA (K Conrad)• Steve VanRoekel, U.S. CIO (Chenok)

Plenary Speakers

Design Training

Possible Dates – July 16 or 17 afternoon 4pm – 2 hoursDC location

Agenda forthcoming

Other Committee Reports• Social Media• Outreach• Monday Innovation Lunch • Events• IAC Leadership

IMMEDIATE ACTIONS

All abstracts to Sage - Friday June 27Speaker Invites – WIPPlenary Actions – __________

Design Training – Confirmed for _____

Outstanding issues?

BACK UP

• How will we continue the momentum and of innovation, delivery, and protection?

• How will we use IT as a strategic asset and drive cost savings to pay for new and emerging technologies that will continually improve the way the government does business and delivers services to the American people?

• As Federal agencies strive to spend less on IT than in years past, how do we continue the innovation pace while moving from efficiency to effectiveness?

• Results-based accountability techniques are measuring whether government programs are making an impact. Are we getting it right?

• Culture is important. What techniques are important and what are the most important /effective leadership approaches that are needed?

ELC will use carefully-crafted design challenges … to frame problems and opportunities and bring focus to the conference’s activities

OLD PARADIGM20TH CENTURY

CULTURE OF INFORMATION MANAGEMENT

Project Definition & Direction

Research Agenda

Concept Development

Development Process

Don’t question. Deliver!Top down.Execution minded.

Ideas & Technology FirstThen we consider how they apply to people

Lot’s of IdeasDivergent thinking. Brainstorming. Suggestion boxes.

Rapid DevelopmentLinear thinkingSpec then build“Don’t show anyone until it’s right!”Failure is bad. Risk AverseSpeed to market

Problem FramingMake sure we’re solving the right problem.

Putting People FirstIdeas and Technology are inspired by Empathy with customers/stakeholders

Valuable Concepts Divergent and Convergent Thinking.Concepts are what we need a lot of.

Rapid Iteration & ImprovementAgile, Non-linear thinkingExperiment“What can we prototype and test?”Fail early, small and oftenInformed risk takerSpeed to market traction

NEW PARADIGM21st CENTURY

CULTURE OF INNOVATION MANAGEMENT

Design Challenges

Innovation1. How does Government establish and nurture a culture of Innovation in the face of reduced budgets and aversion to risk?

· Is the OPM Innovation Lab a good model?· How does investment in innovation translate to efficiency and reduced costs in the future?· How do we encourage the fail fast, fail forward mentality and encourage risk taking?

Sharing: Data; Mission Applications2. What should be the goal for Data Sharing at the next level (beyond data.gov) that will promote efficiency and spur economic growth? (talk to Simone about his thoughts on this and the connection to the Sunday keynote by the Commerce Secretary)3. How can Gov’t and Industry work together to overcome barriers and accelerate change in the Acquisition process to better support “as a service” and “shared service” delivery models?

· Funding/budget by agency and organization is a deterrent· Overcome the culture of “mine” (I’m different, I need my own)· Competing interests between the parties that need to consume the mission application or system? There needs to be one accountable party in a contract.

Agility4. How can Government and Industry better apply Agile principles to deliver program outcomes more consistently and at lower cost?

· Agile development methodology, smaller components?· Agile program management?· What other Agile principles can be applied?· How does Governance need to change?

Citizen Centric5. How can agencies more effectively collaborate around Citizen’s Life Events thereby identifying opportunities to work across program boundaries with a citizen-centric focus? Life events can help to frame:

· Resources and the capacity to respond to public needs,· Common information needs and sources, and· Means to be more responsive to the public in a measurable, cost-conscious way.

6. How can public sector organizations engage citizens and leverage expertise and knowledge more effectively during the software and application development life cycle

· Co-creation / Ideation?· Requirement validation?· User Acceptance Testing?· Incident management a problem identification?

· Solution architecture confirmation?

Design Challenges

Leadership, Policy and Technology7. Technology

· has an impact on sharing as parameters need to be in place to ensure data protection, or that access to the mission application and is limited to what you need to see –· impacts innovation, example: Infrastructure, geospatial solutions tax existing infrastructure; how do we deal with the aging infrastructure and at the same time enable innovation

8. OMB sets policy, CIO’s implement in their own way, how to get all to speak the same language, standardsMobility9. Where does the government want to be in 2020 with mobile solutions and services and how can mobile acquisition support this goal? How do we design procurements that have consistent incentives, milestones, and review processes to encourage collaboration toward a mutual objective?

Design Challenges

Performance.govCitizen Services GOAL STATEMENT: Deliver world-class customer services to citizens by making it faster and easier for individuals and businesses to complete transactions and have a positive experience with government.

Shared Services GOAL STATEMENT: Strategically expand high-quality, high value shared services to improve performance and efficiency throughout

Smarter IT DeliveryGOAL STATEMENT: Improve outcomes and customer satisfaction with Federal services through smarter IT delivery and stronger agency accountability for success.

MOC Outbrief

• Is Agile Real in Federal IT?• Open, Flexible Government• Open Data: What is in it for US?• Should Government Act as IT’s Own System

Integrator• Implementing Continuous Diagnostics and Mitigation• Going out on a Limb — Risk-taking, Innovation, and

Failing Fast

look at the specifics as they become available and work to roll them into our ELC agenda.

MOC / SIG’s / Fellows

• MOC - working with the workshop chairs to determine outcomes Then passing to SIG‘s.

• SIG‘s - We briefed ELC last week – they will determine how they wish to use their time slot (Mon 3:30 – 4:30 and get back to ELC team

• Fellows Forum – we will follow outcomes as they become available

• We will look at all these specifics as they become available and work to roll them into our ELC agenda.

Important: Must have actionable outcomes.