Presented by Jury Konga
Municipal Information Systems Association
2009 Annual ConferenceOshawa, Ontario.
June 2, 2009.
Fast Forward Web 2.0 - Moving from a Social to a Service Web
Acknowledgements
Thank you to …
My MISA ‘09 Web 2.0 colleagues - Dave Wallace, City of Toronto; Nick Vitalari, nGenera; Dave Tallan, Province of Ontario; Rob Giggy, City of Ottawa; Karen Mayfield, eSolutions Group; Sandra Crutcher, City of Toronto and Roy Wiseman, Region of Peel
My Linkedin Groups and some key Web 2.0 Government and related groups – Govloop, MuniGov, W3C eGovernment
Special mention to some knowledge leaders I follow – Don Tapscott, nGenera; Tim O’Reilly, O’Reilly Media, Maryantonett Flumian, University of Ottawa, and Steve Ressler, Founder Govloop.com
Opinions expressed are my own and do not necessarily reflect the views of organizations I’m associated with
2Fast Forward Web 2.0 – Social to a Service WebMISA 2009 Conference– Jury Konga
Overview
Web 2.0 – The Short Story
e-Government context
Community Collaboration examples
Moving from a Social to a Service Web
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Web 2.0 – The Short Story
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… it’s about people, our society, our planet
Web 2.0 – The Short Story
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Source : Vincenzo Cosenza blog
Web 2.0 – what’s its role in life …. one view – the 3 C’s
• Community – virtual Communities leading to real impacts
• Communication – foundation for moving forward
• Collaboration – benefits all of us and leads to better communities
Web 2.0 – The Short Story
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Here’s some comparisons between Web 1.0 and Web 2.0
Web 2.0 – The Short Story
7
Web 1.0 Web 2.0
Static Dynamic/Interactive
Publishing Participation
Directories (taxonomy) Tagging (folksonomy)
Reading Writing
Organization websites Communities of Interest
Owning Sharing
“Insourcing” Crowdsourcing
7MISA 2009 Conference– Jury Konga Fast Forward Web 2.0 – Social to a Service WebSource: Compiled from a variety of websites
“All of us is smarter than one of us” Source: 2008 SocDevCamp, Chicago, IL
“The new web is the natural habit for a new cohort of collaborators called the Net Generation.”
Source: “grown up digital” (2008), Don Tapscott (also author of Wikinomics: How Mass Collaboration Changes Everything)
“There are more knowledgeable people outside your organization than inside.” Source: Unknown – please claim this if it’s yours. Thank you.
Web 2.0 ism’s
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" To really understand Web 2.0 (or rather what is happening with the Web today, whatever you want to call it) you have to think beyond today’s social software fads and start imagining new combinations of interactions between people, software and data, at every level of scale from individual to global. “ Dion Hinchcliffe, Editor-in-Chief at Social Computing Magazine
What are we looking to achieve in government … enhancing our Citizen Engagement AND Effective Service Delivery
Web 2.0 – It’s Potential ….
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e-Government and Web 2.0- Vision of eGov … unfulfilled?
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Delighted Customers- focus on needs• Convenient &
Easy to use• Transcends
organizational boundaries
• Respects privacy
• Connected Citizens- Supporting Active Citizenry– Citizens as
stakeholders– Community building– Greater trust &
confidenceSingapore – A focused VisionSource: URISA e-Government Workshop, Jury Konga
Example goals for eGov – from assorted sources• “Customers online, not waiting in line”
o Customers need not waste their time waiting in line at the counter, they now have the option of doing their business online via the Internet.” eGovernment article, Jennifer O’Neill, NY State Records Services
• “Intimacy with netizens”o Netizens are Internet citizens. For eGovernment to work, netizens must
feel a connection to your services.”eGovernment article, Jennifer O’Neill, NY State Records Services
• “To fundamentally change and improve the way citizens interact with government and their communities”; State of Virginia
• “To build a robust infrastructure supporting eGovernment establishment and growth.” ; State of Virginia
• “For citizens to seamlessly access services regardless of governmental structure.”; State of Virginia
e-Government and Web 2.0 - Goals for e-Government
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Source: URISA e-Government Workshop, Jury Konga
The Digital Divide • Our clients are diverse in their needs and access to technology
The Financial Divide• Public sector budgets vary dramatically
The Organizational Divide• No “Silos” - act as an enterprise … policies & standards must
harmonize
The Jurisdictional Divide … and governance• The need for a single, integrated public service “portal”/delivery
channel
e-Government and Web 2.0 - Key Challenges of e-Government
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Source: URISA e-Government Workshop, Jury Konga
Managing Expectations & Prioritizing Government Services• Is Social Housing more Important than e-Government technology?
Open Government versus Protection of Privacy & Security• Delicate balance between legislation, service delivery & security
Re-Engineering Existing Business Processes & Service Delivery• Status quo is not acceptable, good enough is NOT good enough
- numerous people related issues
The Resources challenge – $$, technology, skills & intellectual capital
e-Government and Web 2.0 - Key Challenges of e-Government (cont)
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Source: URISA e-Government Workshop, Jury Konga
Role of Web 2.0 for e-Government• Community, Communication, Collaboration
Enhancing our Citizen Engagement and Effective Service Delivery
Web 2.0 technologies facilitate service delivery over the web
Partnering and collaboration among the overall “community” – public sector, private sector, stakeholder communities
e-Government - Role of Web 2.0
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“Community” Collaboration in Web 2.0- Finding a place to live
• Google Map mashup with Craig’s List rental/sales
http://www.housingmaps.com/
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http://www.yourparkingspace.co.uk/
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“Community” Collaboration in Web 2.0- Finding a place to park
Stumble Safely – a guide to bars and avoiding crime, “Apps for Democracy” Silver Award
“... contest is to develop innovative software to present District data, its long-term goals are broader,” said District CTO Vivek Kundra. “By making government data easy for everyone to access and use, the District hopes to foster citizen participation in government, drive private-sector technology innovation and growth, and build a new model for government-private sector collaboration that can help all governments address the technology challenges of today and tomorrow.”
President Barack Obama named Vivek Kundra the Federal Chief Information Officer (CIO), on March 5, 2009
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http
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“Community” Collaboration in Web 2.0- Finding your way home
FixMyStreet started in UK; recently began in Canada in Ottawa area
Community controlled; data passed on to appropriate jurisdiction
Issues with approach- industry standards versus public expectations (e.g. potholes)- public sector capacity to address issues
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“Community” Collaboration in Web 2.0- Service Request
Intergovernmental Panel on Climate Change; 2007 Report (illustrates importance of data represented spatially)
Collaboration among scientists essential and ongoing
Collaboration among government leaders essential – how can we speed up the actions
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http
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Source: Global Marshall Plan – balance the world
“Community” Collaboration in Web 2.0- Scientific Community
Location + Twitter = GeoTweeting
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Location + Flickr = Geo Flickr
Google Latitude on your Desktop or Phone
“Community” Collaboration in Web 2.0- Adding Geography to Web 2.0 in Mashups
Mashups combine data from various sources – good data?
Health Map example circa April 27, 2009.
• Data source – Swine Flu in Mexico missing
Quality of data would be helped with metadata for the public
• Authoritative source?• Public trust in community led
sites
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“Community” Collaboration in Web 2.0- Data Source and Data Quality
MuniGov 2.0 on Second Life http://secondlife.com/
Collaboration among local governments
Virtual weekly meetings
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“Community” Collaboration in Web 2.0- A Municipal Government Community
GovLoop is one of the most referred to websites for government collaboration
Connecting over 12,500 federal, state/provincial, local members from U.S., Canada, and the world
GovLoop focuses on sharing ideas and best practices to improve government
News, Blogs, Forums, Wiki, Video, Groups
www.govloop.com
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“Community” Collaboration in Web 2.0- Broader Public Sector Community
Fast Forward Web 2.0 - eService Scenario … MyWork
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Public Sector Service - A multitude of disciplines
Fast Forward Web 2.0 - eService Scenario … MyWork
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Web 2.0 facilitates communication and collaboration among diverse groups in different locations with the same potential for service delivery – what to do …
The public views government as one entity – we need to act as one
The Town arborist who notices graffiti on a park bench -> service request
The building inspector who notices a minor watermain leak - > service request
Police officer who sees someone in need of social services - > service request
Corporate culture – Need to replace “It’s not my job” with it’s all our jobs … We’re all service ambassadors – we all need to collaborate
MISA 2009 Conference– Jury Konga
Supporting service delivery – collaborating with people in a timely manner (need to find them – time + place)
Source: “The Power of Future Location for Social Networking”; GeoWeb 2008 by Peter Batty, President Spatial Networking
“Combining space, time and the social graph to create a new infrastructure for calendaring and scheduling.”
We’re already part of the way there -
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Fast Forward Web 2.0 - eService Scenario … MyWork
Fast Forward Web 2.0 - Future eService Scenario … MyCar
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Tesla dashboard
Some Current Automotive Technology Interfaces
Mercedes Split Screen Technology
Fast Forward Web 2.0 - Future eService Scenario … MyCar
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Supportive Sensor Information Technologies
Sensor Web as predicted by Matt Heavner at University of Alaska Southeast
Inroad sensors
Streetline City Infrastructure Technologies
Parking availability sensor
Fast Forward Web 2.0 - Future eService Scenario … MyCar (MyBus etc)
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ITS (Intelligent Transportation Systems) and Telecommunications
Voice recognition is key Info from sensor systems for traffic alerts Pothole incident – report it, location via GPS, message
to “Service One” Just another channel/ “vehicle” for service requests
and delivery Integration with public and private sector services
MISA 2009 Conference– Jury Konga
Fast Forward Web 2.0 - Future eService Scenario … MyHome
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Home Entertainment and WII meets Second Life = MyHome communications central - voice and movement activation
Fast Forward Web 2.0 - Future eService Scenario … MyHome
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Service integration – entertainment, personal communications, and family services
Your Homepage of friends, family, “communities” of interest, social and leisure services
Engaging you- all sectors at your service
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Second Life – Ontario’s Digital Island
Personalized “MyHome” page is gaining popularity
Content may include:• News & weather• Time around globe• Favourite Apps• Social Networks• Other Communities
of Interest• Photos & Videos• Service Connections
– e.g. Government – Service One
Fast Forward Web 2.0 - Future eService Scenario … MyHomepage
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Clients don’t care who does what – they just want effective service delivery
Expectations continue to increase – an integrated, holistic approach must be taken
Include the clients in the design
Fast Forward Web 2.0 - Future eService Scenario … MyWorld
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Service One (2.0)- The Service Coordinator
Service One (2.0)- The Service Coordinator
Integrated Service Delivery “Engine”
Standardized Processes, Protocols and Knowledge Base
Business KnowledgeDatabase
Service Requests
Requests from MyHomePage(Facebook, Linkedin, etc)
Moving the Service Agenda Forward- Leverage Our Collective Experience
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Web 2.0 communities – GovLoop, MuniGov 2.0
e-Government experience – Service Canada, Service Ontario, Service New Brunswick, Municipal “e-City”s
Institute for Citizen-Centred Services
Private Sector – nGenera, IBM Global Solutions, Accenture, KPMG – Chartwell, Gartner
Non-profit organizations , academia, industry organizations
Moving the Service Agenda Forward- Confirming the Citizen Centric Business Model
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Being citizen-centric is a generally agreed to first principle in quality public service delivery
The business model will impact on policies, processes, technologies, and data required to be citizen-centric
Source: “Citizens as Prosumers: The Next Generation of Service Innovation”, Maryantonett Flumian, nGenera Insight, October 2008
Service Canada’s Citizen Centred Business Model
Source: Citizens First Report, Erin Research, Oct 1998
Moving the Service Agenda Forward - eService Delivery Architecture
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eService delivery – keeping it simple
Enterprise architecture in place to provide eServices
Leverage Web 2.0 technologies in the cloud (and internally)
The Internet is the conduit for eService delivery
Local and global clients consume the services
Business Architecture
Information Architecture
Technology Architecture
Enterprise Architecture
The “Magical” CloudWith Web 2.0 technologies
The “Magical” CloudWith Web 2.0 technologies
Web 2.0Technologies for intranet
use
Moving the Service Agenda Forward - eService Delivery: Business Architecture
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1993 - MRM data model defines municipal information.
2008 – MRM business model defines municipal operation.
Programs
PublicServices
InternalServices
Activities
Resources
Clients
TargetGroups
Tasks
Organization
Jobs
Groups
ClientOrganizations
IndividualClientsOutputs
ProviderOrganizations
Authority
AccountabilityRoles
Responsibility
Used in
Deliver
Accomplish
Governance Outcomes& Impacts
Jurisdictions
Programs
Services
Processes
Resources
Moving to Municipal Reference Model V2
Source: “Using Reference Models for Service Mapping in Canadian Governments”, Roy Wiseman
Moving the Service Agenda Forward - eService Delivery: Business Architecture
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Example Responsibility Mapping:
City of Winnipeg
Need to move to a standard municipal service catalog.
Source: “Using Reference Models for Service Mapping in Canadian Governments”, Roy Wiseman
XX X X X Econ. Development
X X Disaster Response
X X X Crime Prevention
X X X XXXCouncil & Admin
X Community Health
X City Planning
X City Beautification
X Cemeteries
X Building Permits
X XX Assessment/Tax
XXXX Arts, Ent. &Culture
Animal
Control,Care
Wate
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Pu
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Service Names:
Moving the Service Agenda Forward- Open Data is a Critical Success Factor
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Source: Toronto Change Camp 2009
Open Data focus not new – has it’s roots in the 1990’s Recent Open Data initiatives include City of Toronto and City of
Vancouver Increasing support for becoming more open than today and
with managed access Interoperability of data is important for re-use by many
organizations providing service delivery Metadata is an important business requirement to manage risk
(litigation) related to the potential misuse of the data Intellectual property and data licensing continues to evolve The balance between Privacy concerns vs. service delivery
efficiencies is an evolving area that needs policy review
Moving the Service Agenda Forward- Open Data is a Critical Success Factor
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Source: emeraldinsight.com
Moving the Service Agenda Forward- Technology Architecture to Support Service Delivery
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Samples of eGov architectures
Architecture has been somewhat standard in the applications area
Web 2.0 technologies now need to introduced
Source: New Zealand eGovernment
Source: Greenhat Consulting
Moving the Service Agenda Forward- Web 2.0 into the Technology Architecture
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Source : Vincenzo Cosenza blog
Moving the Service Agenda Forward- Web 2.0 Technology Tools continue to Evolve
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Wave from Google- “a personal communications and Collaboration Tool” (Open source)- Concept: creating a conversation as a shared “object” (email + IM)- announced May 28, 2009Coming Later in the year
Bing from Microsoft- Not a just a search engine … a Decision engine- Concept: more than one answer, provides options, website content- Going Live June 3rd, 2009.TOMORROW
Recall Vivek Kundra, prior CTO now federal CIO
“Apps for Democracy” contest using Web 2.0 technologies – 2nd contest underway
Web 2.0 offerings include• Mayor’s Blog• Police on Facebook• Procurement Wiki• Library info on You Tube &
MySpace
Moving the Service Agenda Forward- Washington DC as a Web 2.0 Model
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Collaborative Project Initiatives/Teams• ERP – exists• MRM V2 – evolving• Web 2.0/Gov 2.0 – potentially after MISA conference• Security, Accessibility …. many other initiatives are underway
in individual municipalities, regional partnerships, collaboration with private sector, etc.
• Need a coordinated, integrated and holistic approach Collaboration with Institute for Citizen-Centred Service (ICCS) Ontario Centre Of Excellence for Innovation in Municipal
Government – from concept to reality, the timing is right!
Moving the Service Agenda Forward- Innovation and Collaboration in Local Government
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Web 2.0 – From a Social to a Service Web- Concluding thoughts
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Web 2.0 principles and technologies offer huge opportunities to support enhanced service delivery
“Open” Data is a key to moving the agenda forward
Service One (2.0) is about the client not the jurisdiction
Technology is not the issue – leadership and policies will dictate how quickly we improve our service delivery
Expanding a 1990’s e-Government mantra … “Think Big, Start Small, Scale Fast” and now add – Collaborate LARGE
MISA 2009 Conference– Jury Konga
Web 2.0 Townhall Meeting and Roundtable Discussion
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Web 2.0 Townhall Meeting – Wednesday June 3, 2009.• Moderator: Jury Konga, Town of Richmond Hill• Speakers:
Dave Wallace, CIO, City of Toronto“The need for an overarching municipal strategy”
Roy Wiseman, CIO, Region of Peel“Sharing info in the past … what will work in the future”
Dave Tallan, Manager e-Government and Web, Ontario Government“Provincial Collaboration and how to extend that to municipalities”
Nick Vitalari, Executive Vice President, nGenera“the applied collaboration model/platform requirements”
MISA 2009 Conference– Jury Konga
Thank you