10 Tenets for Better Digital Governments (MoSo 2013)

#mosogov!

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Ego Stuff

•  70 clients

•  Launched 170 applications, products, mobile apps, and digital campaigns including 7 fashion and fragrance brands

•  Lead creative on 13 native iOS applications and over 30 mobile and tablet-ready sites

•  Over 85 awards including Best of the Web, W3, gov2.0, Rutgers, and Webby Honoree

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MOUNT TIMPANOGOS Elevation: 3,582m Base: 2,106m

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LONGEST DJ SET Hours: 6

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The Value of Government

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“Public Sector” (Commercial) Value

•  Executing on a promise

•  Ideas increasing client pro!t

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The Difference

•  Corporations exist for sell their goods to the public.

– Hence are reliant on the quality of their good.

•  Government exists for the public good.

– Quality of the good is less important.

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•  Legislation is government’s deliverable.

•  That deliverable is as close to the letter of the law as

possible.

The Value of Government

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Let’s do better.

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What is good government?

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HEATED PUBLIC POOLS FOR WATER AEROBICS

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PUBLIC EDUCATION REFORM

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WHAT IS GOOD GOVERNMENT?

A good government is one that either helps or excuses itself so that its citizens can achieve their basic core human values.

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WHAT IS GOOD GOVERNMENT? Basic Human Values:

•  Secure

•  Free

•  Opportunity (Advancement)

•  Valued

•  Connected

•  Contribution

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•  Secure

•  Free

•  Opportunity (Advancement)

•  Valued

•  Connected

•  Contribution

•  Protect

•  Uphold

•  Endow

•  Listen

•  Respond

•  Platform

WHAT IS GOOD GOVERNMENT?

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How can technology help us achieve this?

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First Printing Press

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Gutenberg Bible

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Printing Press Advances

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Technologic Ubiquity

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Result

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

- President Barack Obama

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2012 2.85 Million 5 Million Visits

2011 2.81 Million 3.5 Million Visits

2007 2.5 Million 350K Visits

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UTAH.GOV SOME NUMBERS ‘N STUFF (2012)

•  5 Million Page Views (+48%)

•  +5% New, Unique Visitors Yearly

•  48% to 15% Bounce Rate

•  +13% Transactions

•  +15% Mobile Use

•  2,489,685 Searches

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265 Agencies

3,219 Services, Apps, Social Pages, etc

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v

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JOBS.UTAH.GOV 80% of Visitation

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GETTING SIMPLE

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WHY’D YOU COME HERE? TWO TASKS

•  Information Quest

•  Complete a task due to law or Legislative mandate

#mosogov!2002

#mosogov!2007

#mosogov!2009

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t

65%

25%

8%

2%

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ANALYSE THE PRESENT

2009 FEEDBACK

•  “The movement is giving me motion sickness”

•  “Where’s the search?”

•  “Where’s the search results?”

•  “I don’t care about 90% of what’s on this page, I just want to !le my F&*K1NG taxes”

#mosogov!2011

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Post 2011

•  Search analytics

•  Listen to new feedback

•  “I still just want to !le my F&#!ng Taxes”

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Simplify the system. (Front-end)

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•  Request and Retrieve Archival Information

•  Submit Information

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Simplicity is communicating complexity through precision.

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ADOPT NEW TECHNOLOGY, FASTER

•  CSS3, HTML5, Responsive

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IMPLEMENT AESTHETIC TREND, WISELY

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Fail Fast

Iterate Quickly

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BILL WATCH APP STATS

•  Downloads –  860 users downloaded the app from the app stores –  652 downloaded by iOS users in United States (75%); 198 Android (23%)

•  Users –  580 users tracked bills –  447 users tracked less than 10 bills (77%) –  89 users tracked between 10 & 20 bills (15%) –  161 Bills were tracked by the top user (2nd Highest: 79, 3rd: 77)

•  Bills –  4,617 Bills Watched –  3,934 by iOS (85%); 683 by Android (15%) –  128 people watched HB0076 (22% of users) - Concealed Weapon Carry

Amendments –  96 people watched HB0114 - Second Amendment Preservation Act –  53 people watched SB0110 - School-based Budgeting Amendments

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The !rst is not the best.

But it doesn’t have to be.

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Utah.gov for iPhone

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AGILE

When a 5.9 earthquake hit near Richmond, Virginia on August 23rd, 2011, residents in New York City read about the quake on Twitter feeds 30 seconds before they experienced the quake themselves.

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PERGRINE FALCON Top Speed: 389 km/h

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Peregrine Falcon Range Map

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Speed of Delivery = Increased Usership

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A framework for agility.

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THE NEW TIMELINE Launch faster

Do more with existing staff

No integration with state systems needed

Use standard technologies

WHY PORTABILITY?Realize revenue sooner

Leverage experience from other portals

TRANSPARENCYFinancial transactions from State, County, City, School Districts

PUBLIC MEETING NOTICEStatewide meeting notice centralization

PIO MEDIA PORTALConsolidates Blogs, Twitter and Media from PIOs pushed to news agencies

COLD CASE FILES Service that shows unsolved cases for public view and allows citizens to submit tips

PORTABLE APPLICATION FRAMEWORK CANDIDATES

TRADITIONALTIMELINE

PORTABILITYTIMELINE

DISCOVERY CREATIVE DEVELOPMENT TEST

TESTCUSTOMIZEDISCOVERY

DEPLOY

DEPLOY

TRAIN

TRAIN

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ACCESSIBLE

“A popular government without popular information or the means of acquiring it, is but a prologue to a farce, or a tragedy, or perhaps both.”

August 4, 1822

James Madison 4th President of the United States of America

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ACCESSIBILITY FOR ALL •  2009: 2OS, 3 IEs, FF, SAFARI, CHROME, iPhone

•  2011: 3OS, 4 IEs, FF, SAFARI, CHROME, OPERA, iPhone, iPad, Android

•  2012: 67 Browsers, 25 OSs, 14 Mobile OSs on 1000+ Carriers

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Utah.gov Right Now

•  508: 23 to 1 Error Violations

•  WCAG – LEVEL A: 15 to 3 Error Violations

•  Beta Ruleset: 25 Error Violations

•  FAE Ruleset: 0 Errors 20 Warnings

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Think beyond language.

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Accessibility should not thwart ambition.

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Getting Secure

•  SSL

•  PCI Compliance

•  JavaScript Injection

•  Test

•  Fallbacks

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WARM & FUZZY

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“Government accountability means that public of!cials have an obligation to explain their decisions and actions to the citizens…designed to prevent corruption and ensure that public of!cials remain answerable and accessible to the people they serve.”

-U.S. Department of State

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Three Types of Government Accountability:

•  Financial

•  Legislative

•  Usefulness

#mosogov!TRANSPARENT.UTAH.GOV

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Accountable: Legislative

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Accountable: Useful

•  Measure usefulness through open analytics.

•  If a service is useless, it costs money.

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APP-A-HOLICS

750k Android

893k iOS

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A-HOLS

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FRAMEWORK DIY vs OPEN SOURCE

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Admit when you’re wrong.

Fix and move on.

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“What do you think of your state government?”

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Accountable: Useful

•  Not listening

•  Prohibiting me from…

•  Denying rights

•  Hiding information

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7/10

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How am I supposed to !nd that again?

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What matters to me, matters most…to me.

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Of#ine for Online

•  Consider the audience.

•  Market where they are.

#mosogov!

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SOCIABLE

•  534 Facebook

•  748 Twitter

•  25 YouTube Channels

•  29 Google Plus Pages

•  89 Blogs

•  Blah, blah, blah…

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SOCIABLE

•  How can we be sociable outside of the niche establishments? Extend the application with true integration.

•  Go beyond a like button.

#mosogov!

SOCIABLE

•  Voter registration helps send tweet

•  What to wear tonight?

•  Instagram Involvement

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Socializing is about discussion. Not a one-way conversation.

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You might not like what you’re going to hear.

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We listened.

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Interesting site, but might put form too far above function?

@pjkerley

Try tabbing through Utah.gov links. Search is nowhere near the !rst thing that comes up. Big problem for accessibility.

@MarcDrummond

So I turned off javascript and Utah.gov is not really usable.

@kristy!felski

#mosogov!

What browser is the new site optimized for? The new Utah.gov site is not rendering properly in Firefox. @maricheney Oh, wow. Utah.gov completely falls apart if you don't have Javascript enabled. Small percentage, but big potential problem for those few. @MarcDrummond

#mosogov!

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Incredible user experience and great, eye catching design. They set new standard.

@bobgourley

Gov't is just as much an info resource as a service provider. Smart web design like Utah.gov helps it be both.

@abhinemani

Government as an intuitive experience? Who knew!

@jackmorton

#mosogov!

Utah's website was awesome before but is now even better. The gold standard for govt. @mikesher Utah.gov is a landmark achievement for digital government and constituent engagement. @rachelsterne Utah.gov is rather startlingly novel for a government website. @bedroomation Utah's new web site is beautiful and so very useful. How did government do that? @bobragsdale

#mosogov!

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Every market, including government, can and will undergo constant disruption.

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VEHICLES OF DISRUPTION

•  Collaboration (APIs)

•  Idea Sharing (Forums)

•  Participation (Civic Engagement)

•  Listening (Social)

#mosogov!

“Government is about doing together what we can’t do alone…”

-Tim O’Reilly

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Back to reality. How?

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Do Better

•  Don’t be an A-Hol (App-A-Holic)

•  If you have to be, consider an indexing, categorization

•  Communicate with others in your industry, code share to improve standardization

•  Benchmark for measurement of impact

#mosogov!

10 Tenets for Better Digital Governments (MoSo 2013)

Design

Transcript of 10 Tenets for Better Digital Governments (MoSo 2013)