Why we should no longer distinguish web from ICT
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Transcript of Why we should no longer distinguish web from ICT
Web and ICT – now indistinguishable?
Richard SteelPresident, Socitm
Presentation to PSF 5 June 2008 2
10 Years of Better connected
• Ten years of change
• Ten years of learning
• Ten years of challenge
• Ten years of seeding the debate!
• Ten years of looking ahead…
Tom Steinberg
By 2018 nobody will know or care where the information and service they’re getting are coming from. All that will matter is that they are easy to find, and that the systems they use to access them rate them as trustworthy. Furthermore, the idea of finding information will perhaps seem somewhat quaint in its own right, information will most often find its way to you through a combination of automated reminders, social networks and filter systems, onto whatever device you happen to be using at the time. This will be the state of the art in the private sector at any rate.
Whether government websites look much different to today is a question that still remains to be decided!
Ten years of Better connected
Presentation to PSF 5 June 2008 4
The future public service website will deliver its greatest
value by becoming a part of the lifestyle of local citizens,
sometimes even accessed by people with little realisation it is
a council website they are using.
Ten years of Better connected
Bryan Glick
Presentation to PSF 5 June 2008 5
People currently use websites to do five things — find information, browse,
communicate, transact and to be entertained. It’s these same people factors
that are behind the convergence of technology. I think what we’ll find by
2018 is that websites continue to fulfil some combination of the same five
functions. However, in everyday life websites will become a background
component. The really futuristic changes will be around anytime, anywhere
access to services, live information systems and smart technology, all set
against requirements for carbon neutrality. Wheelie bin chips and Oyster
cards in 2008 are just the outriders.
Ten years of Better connected
Dr Peter Blair
Presentation to PSF 5 June 2008 6
The technology supporting websites is moving fast as ever. In the past twelve
months there has been much talk about convergence. The web is
becoming available everywhere from mobile devices to digital TV sets. If any
one still doubts that the internet is not at the heart of communication and
information, then the impact of the ubiquitous website is surely the final piece
of evidence to counter those doubts. The general public will expect the
experience to be as easy to use as picking up a telephone is now.
Organisations offering local public services should ensure that their websites
meet this standard.
Better connected 2008
BC Technology Trends
Presentation to PSF 5 June 2008 7
Richard Steel: vision from Summer 2005
• By 2012 (Olympics) mobiles morphed into ‘personal communicators’
• Technologies like ‘smart chip’, biometrics and GPS, will enable:
- authenticated ‘e’ order & payment - e-tickets for chosen events delivered to your device.- e-directions to venue/your seat - your ID and ticket electronically checked,.- commentary provided in your own language- option to follow a particular team or athlete- view instant playbacks of exciting moments- personal calls/messages delivered plus appointment reminders.- remote control of home environment also likely
• Device selects the most appropriate combination of fixed and wireless networks - balancing task, cost and performance.
Presentation to PSF 5 June 2008 8
Public sector mobile portal – reality in 2008
Local job-seeker registered at a local job brokerage:
• Receives an alert via mobile while out• Reads about training opportunity • Receives real time information about getting there• Receives a pass / ticketing for free travel to get there • Receives alerts to encourage attendance on time• Checks bus timetable in real time for return journey• To celebrate success looks up cinema listings and buys ticket• Books a café table while on the bus • Downloads a map of how to get to cafe .
PSF 05June08 9
Contextualised and Prioritised Content Services
Content is organised by theme and relevance rather
than by service provider
Results are aggregated from multiple service providers
Deep Linking to Content
Rapid addition of new content services
Map centric application interface
Maps supplied under license from Newham relationship with
Ordnance Survey
Prioritised content services labelled on map base –
derived from personal profile
Headlines – e.g. What’s on in Newham
Management of Favourite Places
Brand recognition and direct access to Search
Help
Map Navigation controls
News: Youth Crime - enough
About Newham: Council
Location: Bromley-by-Bow
Search: powered by
Council Services
What’s On
Traffic and Travel
Special Events
Somewhere else
From Favourites
Banner Advertising – Locally contextualised
What it might look like….
Current development for
the LB of Newham
PSF 05June08 10
Discovery Experience
Help
Map Navigation controls
Council Services
Search: powered by
Adult Education
Arts and Entertainment
Community Centres
Sports and Leisure
Somewhere else
From Favourites
Libraries
Parks
Help
Map Navigation controls
Council Services
Search: powered by
Jeyes Community Centre
Queens Terrace Centre
Beckton Centre
Somewhere else
From Favourites
Aldersbrook Centre
More,,,
Community Centres
Click for detailed results links to details page –
where the page is constructed from all aggregated
data sources –
Location: Bromley-by-Bow
Help
Map Navigation controls
Search: powered by
Council Services
What’s On
Traffic and Travel
Special Events
Somewhere else
From Favourites
News: Youth Crime - enough
About Newham: Council
VIA “LOOKING LOCAL”(DIGI TV)
Also available on Sky, Virgin Media, Terrestrial TV
Presentation to PSF 5 June 2008 11
Presentation to PSF 5 June 2008 12
Digital convergence
• One IP network, fixed & wireless for…
- Data
- Voice
- Image
- Video – including CCTV and TV
• Enabling service integration…
Presentation to PSF 5 June 2008 13
The ‘Network of Networks’
• No need of intranets & extranets
- Access to resources depending upon role
• Blurring of business and social networks• Blurring of the business day• Blurring of work location• New ways of working
…and of assessing productivity
Presentation to PSF 5 June 2008 14
Customer access
• Customer data integration-The real key to joined-up services
• Self service- Authenticated access
• All stakeholders using the same system• “TV”
- The ‘digital home’- Tele-health & tele-assistance- Public sector mobile portal
Presentation to PSF 5 June 2008 15
Presentation to PSF 5 June 2008 16
Invaluable management information for providing:
Better service to customers by identifying opportunities for:
- reducing ‘avoidable contact’
- building improvement plans
- improving customer satisfaction with access to;
different services (planning, schools, waste)
different channels (web, phone, and face to face)
Better deal for the taxpayer by identifying opportunities for:
- reducing ‘avoidable contact’
- shifting customers to cheaper channels
- making better use of scarce resources
Presentation to PSF 5 June 2008 17
Presentation to PSF 5 June 2008 18
Data
• No longer structured- every database is an Internet database
• “Universal taxonomy is a good example of omphaloskepsis”
• Mash-ups
- Clouds
- Facetted navigation
- Folksonomies
Factors
• Storage of documents instead of records
• Relations through hyperlinks
• Dynamic or non-relational schemas
• Weak, if any, typing
• Focus on findability and storagability rather than adherence to schema
Presentation to PSF 5 June 2008 19
• Shift from database to data modelling
• Increasing importance of the domain model
• Semi-structured information
• Content and information, rather than website and document management
Presentation to PSF 5 June 2008 20
Presentation to PSF 5 June 2008 21
Thoughts about benchmarking
• Better connected about benchmarking use of ICT to serve customers…- other Socitm activity about how ICT works
• Generally, ICT works fine……
………but doesn’t mean it’s used well
• Socitm needs to align its benchmarking services, which must engage our business in their use of ICT
Presentation to PSF 5 June 2008 22
My conclusions
• Better connected has pioneered “benchmarking” the way ICT is used, rather than the way it works
• ‘Useful, usable, used’ more important than ever• ICT & web are one & the same!• Changing the way we work…• Don’t make the same mistake as the American
rail-roads• We’re in the change business• Still “Better connected”, but…
……..watch the strap-lines change
Thanks for listening