From Government 2.0 to Society 2.0: Pathways to Engagement, Collaboration and Transformation

8/3/2019 From Government 2.0 to Society 2.0: Pathways to Engagement, Collaboration and Transformation

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From Government 2.0to Society 2.0:

Pathways to Engagement,

Collaboration and Transformation


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INTRODUCTION

In June, 2010 25 leaders of government and industry convened to Harvard to assess the move toGovernment 2.0 to date; to share insight to its limits and possibilities, as well as its enablers and obstacles;and to assess the road ahead. This is a report of that meeting, made possible by a grant from Microsoft.

THE CASE FOR ENGAGEMENT

I dot get it, the ayor o oe o Aericas largest cities recetly said o Facebook ad witter: Te thig thatsurprises e is why people wat to tell others what theyre doig day i ad day out. ... Ad you woder, uber oe why o earth does aybody care?

Social edia is prolieratig aroud the globe. Tere are ow 750 illio users o Facebook. By populatio, soecall Facebook the 3rd-largest coutry i the world. witter couts 100 illio users. Googles Orkut (its ersio oFacebook) has 100 illio users worldwide icludig 60 percet peetratio i Brazil.

Tere are leaders who hae oud these I-eabled plators the so-called web 2.0 aily o applicatios critical to iproig perorace by egageet.

Claudia Costi is Secretary o Educatio or the regio o Rio de Jaeiro, i Brazil. Her charge: 1 illio studets,1,100 schools, 38,000 teachers. At 54 years old, Costi told a audiece recetly, I a little bit scared o coputers.Shes ot ee a educatio specialist, she said. I a specialist i social policy or ghtig poerty.

What I goig to show you is ery iportat: How to proote participatio i reshapig a public policy. Forthat, she said, you hae to hae the teachers with you. You hae to build trust i the teachers.

Otherwise, Costi said, you wot chage educatio.

I discoered by chace that e-ail is ot a good way o couicatig because the aswer that I gie to oe,

the other wot kow. So, I etered witter because o that. Well, let e be rak. I etered witter because I hae ekids. Ad oe o the was i Italy. Ad I wated to coect. Ad oe o the kids, they are y teachers i techology,ad oe o the said, Lets write what youre doig. Ad the I oticed that teachers were ollowig.

Ad the I said, Why are they ollowig? Why do they wat to kow what I talkig to y daughter i Italy?Ad so, ery quickly I discoered that witter is the key or success i obilizig teachers.

I sayig this just to say that ow I hae 6,400 ollowers, last data. Ad o the, 5,500 are teachers. Ad wecoect eery day. So, I sped two hours ow with e-ails ad witter. But witter is uch better because i ateacher akes a questio, I aswer to eerybody so that they ca kow.

Fro Goeret 2.0 to Society 2.0:

Pathways to Engagement, Collaboration and ransormation

Zachary ui, Harvard Kennedy School

with

Proessor Archo Fug, Harvard Kennedy School


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FROm GOvERnmEn 2.0 O SOCIEY 2.0:


Ad the the Secretary shared a paoply o I-eabled ioatios she had istituted ot oelaptop per child, but oe per three, or cost saigs. Shared curriculu deelopet by wiki withteachers. A portal with blogs or teachers or sharig isight ad best practice. Digital reiew classes.Olie traiig o teachers. A ew collaboratie deelopet plator Educapedia iportig

ideo, best practice, digital classroo aterials, all desiged by teachers, or teachers.Te relatioship with teachers has chaged, Costi said. not a sigle strike i the year ad a hal she

has bee egaged.

Soeties, she says, we hae the illusio that we i social policy are chagig thigs. But ateacher, oce he closes the door o his classroo, he does or she does what he or she wats because he isaloe with his classroo. So either we succeed i coicig the that learig atters, that we ca doa woderul job chagig the lies o those kids, or we will be sellig illusios to the citizes.

Yet Secretary Costi has cocers. Capacity ad traiig: Ca she keep pace with success, asdead or egageet swells? With 38,000 teachers, its hard to be coortable that all the teachers areprepared ad traied. Cotet ad systes: How should she use ioratio techologies to substituteor textbooks i a u way to urther trasor learig? Ad irastructure ad aiteace: Withcetury-old irastructure ot adequate or wireless or ioratics or ee air coditioig how

ca we assure all schools, all studets, all teachers share i the gai?Claudia Costi will tur to witter, to a wealth o egageet plators ad to teachers theseles

to d aswers.


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OUR CHANGING WORLD

Aroud the world, public serices hae udergoe sigicat chages oer the past 25 years, oebased o the itroductio o aageet approaches ro busiess ad eolig alog the waes oreolutio i ioratio ad coputig techologies, ro ai rae to PCs to web to etworks.

oday, the global recessio coupled with chages such as the retireet o the post-World WarII geeratio, the eergece o illeials, ew waes o iteractie couicatios techologyad low-cost collaboratio plators is sparkig a ext wae o citize egageet, reor ogoeret ad the trasoratio o serice. Tere is great iterest, globally, i the power o ideaslike collaboratio, trasparecy ad participatio. Where there is actio, it taps the power o etworksspaig the boudaries o goeret, citizes ad the priate sector to egage all.

Tese collaboratios reect a prooud realizatio that either goeret, serice proiders, orcitizes ca oe accoplish their purposes without collaboratio. I a etworked world, the speedo chage, the pace o risk ad the breadth o opportuity eas o oe istitutio, orgaizatio oridiidual ca go it aloe. Especially ow, with goerets aroud the world acig acial crises,

joiig up ad co-producig serices with citizes, idustry ad o-goeretal orgaizatiossees essetial.

Ee i ush ties, such cross-boudary collaboratio is dicult. Old-school legacy arrageetsca stop ioatio cold. Fudig is stoepiped. Ioratio is highly copartetalized. Coputersystes caot easily operate together. Hierarchies are slow to chage. Ioratio assurace adpriacy clash with calls or trasparecy ad opeess. Shared issios hae o oe uiquelyaccoutable or outcoes. Ee with all the obious ailures o recet years, ro 9/11 to Katria to theglobal acial crisis, agecies, orgaizatios ad uits persist i goig it aloe.

Especially i dicult ties, whe the pie is shrikig, idiiduals, istitutios ad societies tedto huker dow to assure their slice stays the sae. At the leel o goeret, or exaple, soeagecies retreat to statutory core issio. may aagers are ore risk-aerse tha eer. Oersightitesies, shared issio-isio takes a back seat ad iestet i ioatio dries up. Collaboratiois a last resort to be trotted out oly whe youre backed ito a corer.

Yet eidece suggests, also, that i such ties goerets aroud the world ay be ore proe to

reducig barriers to chage, ad experietig ore. Switchig costs hae lowered. Digitally eabledcollaboratios ad ioatio hae blossoed. Te techologies o sartphoes ad tablet, cloud adope plators ake adoptios light, ast ad agile. All these oes proide clear eidece that thepotetials or gais ro ew etwork-eabled collaboratios are high.

Certaily corporate etworks ad citize etworks are ot waitig they prolierate. Te eergeceo a geeratio o digital aties ow akes coectedess a act o lie, ad with it, a host o eergetew arrageets ad solutios. Goeret, ogoeret orgaizatios, idustry ad citizesow ca, i theory, tap the power o all to produce welless, saety, prosperity as eer beore. Tere isawareess, eageress ad readiess.

JetBlue is aog ay rs that ow oitor witter ad jup all oer egatie tweets to xwhats wrog as quickly as possible ee while passegers are still stadig i lie! Seior executiesi idustry ad goeret hae iteral copay blogs where they couicate ew directios to

eployees ad take coets right oer the heads o aagers. Te vice Chaira o the U.S. JoitChies o Staf (a marie Corps 4-star Geeral) is aous or his blog. Other corporate ad goeretleaders aitai witter eeds where they couicate with all Secretary Costi i Brazil. orexaple, has 6,000 o her teachers ollowig her. may cities ad tows are ow opeig discussiosdirectly with costituets aroud budget priorities ad lettig the ote o capital budgets howshould $X be spet?


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BLUE SKY VISION

Especially sice the adet o the Obaa adiistratio, collaboratio, trasparecy ad participatiohae ejoyed igorous ew iterest. So-called goeret 2.0 iitiaties prolierate. Iages o citizecollaboratio ad epoweret aboud. Iportat lessos hae bee leared.

Oer the course o the eetigs, iages o the world that practitioers eisio eerged, all drawigpowerully o the orces or chage coered uder the rubric goeret 2.0. Here are soe o thequalities o that potetial state copoets o the isio, its possibilities ad soeties its goals:

Increased government transparency. All ca discoer, access ad use public data i ew adaluable ways.

Real-time public two-way communication.Elected ocials, aagers ad citizery relyo text, obile tech, the web ad eetelephoe, teleisio ad radio to egageo atters large ad sall.

Perormance improves by involvement o

the service deliverers in design. Discretio isrestored to proessioals teachers, socialworkers, cops based o epoweret,discoery ad shared best practices.

Executives, managers and workers seeand collaborate around the whole picture oig beyod their stoepiped adcylidered worlds, collaboratio ocuses o aagig the parts or the whole across the etiresupply chai o health, prosperity ad saety.

Keen awareness o the power o technology or change i a resource-costraied world,techology is ot a sidebar but always the rst play you ru helpig to ulock the alue oassets heretoore hidde or costraied i use.

Improved eciency with collaboratio, public ad priate resources cobie to produce oreor eeryoe akig the pie bigger, ad the cost o a slice lower.

Broadbandtechnologiesarewidelyimplemented,allowingforthewidedistributionofuser-riedly ad low-cost ideo-coerece systes liked to citizes by sartphoe ad digital v.

Bidirectional inormation and communications technologies goerets coerse adegage rather tha trasit ad talk at; ew techologies ad expectatios shi the paradig.

Government as provider, convener and enabler goeret oes ro a edig achieodel to a odel o goeret as plator proider ro silo-structured, supply-orietedad closed, to coectig all.

Sustainability via transparency goeret assures the sustaiability o its oes to opegoeret by akig data ope ad aailable.

Sustainability via new business value goeret sustais the gais it akes to opeess

ia deostrable returs to busiess results or iestors whether citizes, bureaucraciesor idustry.

A philosophy o metric, perorm and measure prevails ters are claried, ealuatiosad assesset ade, costs ad beets kow, ad decisios iored by sciece as wellas by politics.

Executives, managers and workers

see and collaborate around the

whole picture - moving beyond theirstovepiped and cylindered worlds.


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Open data lets us fnd problems i coplicated eiroets aster, better ad cheaper, possiblyee preetig the ro happeig. Te ore eyes we hae lookig at potetial probles, thebetter our chaces o solig coplex challeges like eiroetal degradatio ad corruptio.

Cloud-based platorms enable new contexts to be set or old probles. A cliic i the UK, or

exaple, ay hae a astha patiet report to her doctor with diculty breathig. Te doctorpolls Eye-O-Earth or Roe. She sees that soeoe ade a cellphoe report o a cheical truckspill earby durig the patiets isit. Te UK patiet is treated appropriately.

We treat citizens not as objects (citize-cetricity) but as part o the syste o solutios.We oe ro the edig achie odel to the egageet odel.

Citizen engagement goes beyond the political and digital elites goeret assures wideioleet by egagig i participats chaels o choice.

Leadership removes barriers to use o social media and collaboration lettig data d data;citizes, idustry ad goeret d each other. Serices ad results iproe.


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THE PRACTICAL REALITY: GOV 2.0 HERE AND NOW

Exaples are dierse i uctio, itetio ad results. Here are a ew etioed by participatsi our sessios:

InSeattle,thepolicedepartmentusesacombinationofTwitter,blogsandopendatatoinformcitizes about whats happeig with the departet. A public ioratio ocer weetsicidets iutes aer occurrece. Te departet uses a blog to proide loger accoutsabout what occurred. It posts 911 data o a public website so people ca see what was reported.Iterested citizes ca pull up redacted ersios o reports oce the atters are closed.

eU.S.GeneralServicesAdministrationusesIdeaScaletoengagethepublicindialogueaboutitspla or ope goeret ad uses the public to ote up or dow o certai proposed ideas.

InBrazil,theMinistryofCulturecreatesaDigitalCultureprojectthatconsultedthepubliconideas relatig to cultural ad educatioal proposals. A iter-goeretal efort headed by theSeate created a olie database thatuctios like Google or laws.

In Brampton, Ontario, the city posts

updates to its website o the progress oproposed buildig projects throughouttheir liecycle. Fro the tie you thikabout doig soethig whether a ladacquisitio or a relocatio -- to the tie thatactually happes is a coplicated process,the ayor said. now its a trasparet oe,too.

In Portugal, the government sets outajor priorities ad guidelies throughthe Siplex progra a ajor efortto sipliy its iitiaties, cut red tape,reuse data ad ioratio, ad coplete

projects o tie ad o budget. Citizesca the ote o these ideas ad otethey do. I 2010 ciil serats oiated 600 ideas, ad thousads o otes were recorded.

InMexico,aformalcitizensobservatoryhasbeenestablishedtotrackanddocumenttheprogress toward quality o reliable goeret serice, egagig citizes, deelopig ad usigiteratioal stadards.

CityleadersinthetownofKuna,Idaho,useatwo-trackmodelofconsultation.eyevaluateeery issue they deal with ad ask, Is this likely to be cotroersial? Drug testig i the schools,or exaple. Are there ajor issues to deal with? Is there a lot o ioratio that people haethat others dot ad eed? I the aswer is o, the its deeed a airly techical decisio adgoeret ocials just do it. I the aswer is yes, the they hae a series o techiques orcosultig with the couities.

From the time you think aboutdoing something whether a land

acquisition or a relocation -- to the time

that actually happens is a complicated

process, the mayor said.

Now its a transparent one, too.


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ISSUES AND CHALLENGES

Haig see eforts start, stop ad soeties succeed, the curiosity o practitioers ad iestigators isow heighteed to iclude these questios:

Howdowemakechangepersist?Ifgov2.0changestheworld,howcanweassurethosechangeslast adiistratio to adiistratio, ad we dot hae to reset ad start oer each tie aew?

Howcanweusethesetoolstoimprovethequalityofpublicservices,mobilizingabroadswathofcitizes participatig?

Howcanweacceleratechangesandmovetoacultureofcollaboration?

Howcanweincludelegislativeandjusticeinstitutionsforgreatercollaborationwithcitizensoniproig laws?

Whenweopenthewebforcitizenparticipation,howcanweassurenotjustquantityofinput,butquality? How ca we sort oise ro sigal to d the reliable oice oe worthy o desigigsocial systes aroud?

Whatnewperformancemeasuresandmetricsmustweinventthatreectthenewchallengesofaageet i a shared-issio world?

Managementandpoliticscanhaveseparateagendasandclash.Inaweb2.0world,howdowebrig the together or utual beet?

Wearelearningimportantlessonsalready.Howdowebesttranslatethemintopracticetomakechages sustaiable?

Typically,citizenswhoopposenewmeasuresarethemostactive.Whatsthebestwaytobroadenthe plator to iclude all oices, ot just apliy the opposers?

HowcanITtechnologiesbebroughttoapopulationthatisfairlyilliterate,sothattheywillbeableto participate i the afairs o the state ad policy deelopet o the goeret?

Whenwillthevoiceofthecitizensmatteragain?Gov2.0isnotenough.Weblogaboutit.WeFacebook about it. We hae all kids o diferet websites about these issues. How ca we assurethat really akes a diferece?

Howdoyoumeasuresuccess?Howdoyouensurethatinnovationandsuccessfulprogramscotiue, are iterated upo, ehaced ad deeloped?

Howcanindividualcitizenshelpinuencedecisionsmadeatthefederalgovernmentdepartetal leel i a eaigul way?

Circumstancesmayrequirefastdecisions.Howdowereconcilethatwiththerequirementsandpossibilities or trasparecy ad public cosultatios i a go 2.0 world?

Dowetrulyneedtolookatgov2.0byitselfordoweneedgov2.0andsociety2.0andindustry2.0? I a goeret that is by the people, o the people ad or the people, perhaps we eed all.


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WHAT HAVE WE LEARNED SO FAR?

With diersity o outputs ad results coes diersity o experiece. Here is what we ca say about whathas bee leared by experiece ad research to date.

Everyone is at a different starting point in readiness for collaboration and in the variety of arrows in their quivers. I Hog Kog, or exaple, ithe sprig o 2010, the goeret used Facebook or the rst tie to egage i political capaigig.Goeret ad citizes were addressig issues o deocratic reor particularly the process thatHog Kog would use or electig its legislators. For the rst tie the goeret used a Facebook pageto proote its iewpoit as well as buses, egaphoes ad ewspaper ads.

I Brapto, Otario, the city egages citizes, isitors ad busiess prospects across the spectruo chaels ro static websites or requetly asked questios, to iteractie sites or ecooicdeelopet, to Facebook or citize egageet ayor, Susa Feell, aitais two Facebookpages, updates the hersel ad aswers 2,000 eails per day.

Tey always say, Is that really you, mayor? the ayor told us. Ad I say, Yes, actually, it is.

Who would thik, she asks, that the publicwould care where you were yesterday? Butpeople are iterested.

Tey wat to kow whats goig o i theircouity, particular oe as culturally dierseas ours.

Citizens already know how todiscover and engage but do soon their trusted and comfortablechannel of choice.Withi the rst coupleo days o the Hog Kog capaig, or exaple,the goerets Facebook page brought orward3,000 as. A page that prooted itsel as Dislike the Goerets Capaig got 10,000. Still, haigeer tried Facebook beore, the goerets rst eture ito social edia, said soe obserers, didit soe good.

Te US Deese Adaced Research Projects Agecy (DARPA) recet Red Balloo challegeoud a witter-eabled copetitor i rst place eight hours ito the copetitio, ruig ahead omI ad Georgia ech teas with oly oe day o prep. His strategy: put a call out to his 50,000 witterollowers ad ecourage each to e-ail hi the locatio o ay o the 10 red weather balloos DARPAhad tethered aroud the Uited States. Hed split the $40,000 prize oey. Aer ie hours, mI adthe Georgia ech oud all 10 but third place wet to the weeter.

I Colobia, the two cadidates or the presidecy each used a diferet social edia strategy. Oetrupeted iteret essages ad egageet ad was aored by youth, who coprise 37% o thepopulatio. Te other cadidate wet to Colobias by teleisio ad radio as ost do ot haeiteret, soe hae teleisio, but ost hae radio. Te social edia strategy iproed the challegers

iage but ot his otes: those uder 18 caot ote!

I Brazil, educatio leaders put the school curriculu o the web. But i Brazil it is pricipally thepoor who put their childre i public schools. Educatio ocials beliee that those parets ight otsca the web or d ioratio there easily. But they do read ewspapers. So Brazilia ocials brieedreporters o where they could d the curriculu ad discussio o the web ad ecouraged the towrite about it.

Having never tried Facebook beore,

the governments rst venture into

social media, said some observers,

did it some good.


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Trust builds as citizens encounter good customer service acrossgovernment channels including most basic ones. Every interactionmatters. Collaboratio across chaels chages the idset oerall

I Hog Kog, agecies hae becharked custoer satisactio i serice deliery agaist the

priate sector that really is how our custoers are goig to copare us, said a goeret ocial.Teir research shows custoers put goeret close to the upper quartile o their close priate sectorcoparators.

Te tax reeue serice was surprisigly high its a siple ad easy-to-use serice. Te departetat the botto was the studet acial aid authority, which gies out oey. It just goes to show thatthe quality o how thigs are deliered ca be pretty iportat.

I Brapto, Otario, city executies oud that people pay their parkig tickets aster ow that theyca do it olie. Executies regard these basic serices olie registerig or a swi class, registerigto play ootball, payig a parkig ticket as iteractios with citizes that build trust i goeretsserice, aageet o its operatios ad ability to ioate.

Tis soothes the oe to a ext stage o olie citize egageet perhaps to a irtual towhall with uch ore iteractio. Citizes already hae experiece ad codece i egagig irtually

ro the sall successes o payig tickets, or erollig childre i swi classes. I atters o policy,the, trust carries oer ro basic trasactios to olie coersatio aroud policy, ad a willigessto trust goeret i the basic acts o policy debate.

Readiness to collaborate has much to do with ease of engagement.Te thig about collaboratio, a leader said, is its ot so uch what icetie do you eed to ofer; itshow you reoe the barriers. Teyre quite kee to collaborate.

Te probles that arise, the leader rearked, are because its dicult to collaborate eitherbecause the way budgets are assiged dis-icetiizes, or because the plators are ot there to eable,or because the busiess processes hae bee desiged poorly.

Its the bureaucrats aogst the bureaucrats who wat to set rules. Tose are the people whoseidset eeds to chage, said oe participat.

I Hog Kog, or exaple, ioratio specialists thought it would be aluable to publish geo

data to the web showig the locatios o schools, hospitals, post oces ad all the other goeretbuildigs. A oersight departet threw a wrech ito the pla; it had a user pays priciple: Usersshould coer the cost.

We aaged to persuade the that this was ot the right thig to do. But they isisted that we gothrough a exercise o askig eery sigle departet that will proide the data whether or ot it seredtheir policy issio to hae this data widely aailable. Ad o course eery sigle departet said, Yes,it does.

I new York, a pilot project gae social workers obile deices to perit ore ace tie ad worko the street -- all work outside the oce. Te city payaster rejected the project teas tiecards:Tere is a you-ay-ot-work-outside-the-oce policy i the city.

Te sae project tea eeded access to youth ad youth existed o Facebook, etc. Te paretagecy did ot allow access to social edia apps ro iside the etwork. Te project tea had to call

up Facebook ro hoe but ot o city tie: Tere is a o-work-at-hoe policy.

Beyond legacy infrastructures, legacy mindsets of public ofcials canexert powerful tug and pull. Citize participatio eas ore tha just beig the cliet,oe participat said. It eas beig part o the solutio.

I hae bee a career public serat, ay years uder dictatorship, she said. We deelop a erystrog techocratic arrogace typical o people who didt hae to egotiate, or discuss or liste. It isquite a challege or us.


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Changes in the law do not adapt as quickly as technology changesbehavior.may city aagers ow carry BlackBerries ad soe receie couicatios rocitizes about potholes. Tey worry: Te law says, oce a pothole is reported, the city is resposible oray daage a car experieces oce its ocially reported.

I a web 2.0 world, whats a ocial report whe does liability begi oce the city ocialreceies a text? Oce a oral otice is led? Oce its tweeted to the world?

Citizen engagement does not require technology but is allparticipation truly democratic? Porto Alegre, a city i the south o Brazil, has becoeaous or ietig the participatory budget, a syste i which citizes theseles decide o localpriorities o public irastructure iestet. I oe eighborhood, citizes thik paig is oreiportat tha electricatio, or a couity ceter. I participatory budgetig, citizes schedule opriorities actually gets traslated ito what the city budget becoes the ext year, rollig up ro thelocal leel to the oerall budget.

Tis has ow spread to ay cities throughout Lati Aerica ad beyod. Belo Horizote, orexaple, ebarked o a syste o e-participatorybudgetig i which it iested the equialet o

$11 illio U.S. dollars. voters chose ro a listo irastructure projects.

But gures show oly about 10% o thepopulatio o the city participated olie i thee-participatory budgetig iitiatie.

SES bias shapes participationof all kinds, including online. Pro.Archo Fug otes this ay be a occurreceo socioecooic bias: Whether eetigsare olie or ace-to-ace, SES bias is the well-docueted procliity o people with the icepats to show up, ad those who are poor orless educated to stay hoe. Whether it is otig,cotributig to a capaig, participatig ia blog, goig to a public eetig, i alostall societies ad at all leels o goeret,participatio is biased toward those who haebetter adatage. Tose who hae ore oey or educatio, who speak the doiat laguage or areeber o the doiat culture show up ore tha those who hae less.

Technology may help mitigate the SES bias.Are techologically ediated orso participatio likely to help out with this proble, Pro. Fug asks, or exacerbate it? Util recetly,eidece suggested that techology did ot proide a leellig efect, but rather was subject to the saepower law distributio a sall uber o people cotributig the ast ajority o cotet.

Will the digital world show the sae patter o uequal participatio that we see i ace-to-aceparticipatio? It ay recast the SES bias ro the haes s hae-ots to youg s old, with the youg

uch ore ersatile ad digitally eabled o atter what their icoe or educatio. o the extetthat the SES bias also reects ore tie or the well-to-do to participate, agai, techology ay be agreat leeler i eeryoe ca participate olie rather tha wait i lie.

Transparency fails when it fails to address the black hole problem.Whe there is o ipact ro participatio o public actio or policy, this ca geerate rustratio adreduce uture participatio.

I have been a career public servant,

many years under dictatorship,

she said. We develop a very strong

technocratic arrogance typical o people

who didnt have to negotiate, or discuss

or listen. It is quite a challenge or us.


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I a authoritaria regie, or exaple, ost o those threats coe ro large goeretorgaizatios. I deocratic societies, is that really the source o greatest risk ad threat? may oreay arise ro the priate sectors. I otherwise deocratic societies, arguably that uch greater efortshould go toward achieig trasparecy o the priate sector.

I society 2.0, it is ot just goeret that ust be trasparet, but corporatios. I that eweiroet, Pro. Fug says, goeret orces disclosure o ioratio that idustry wouldtotherwise discoer, so that society ca act o that ioratio i ways that presses corporatios tobecoe better citizes.

Government-to-government engagement and collaboration isessential.Goeret-to-goeret ioatio soeties gets skipped i the go 2.0 ageda.But leadership egagig rot-lie practitioers, sourcig ideas ro the botto up, workig together asco-creators ad co-ioators is just as critical ad ca hae prooud ipact ad ar-reachig chages.

Information sharing is not an unalloyed good; nor is transparency.Aytrasparecy syste that akes a diferece is goig to hurt soeoe. Restaurat health report cardspasted to widows hurt restaurateurs who hae dirty kitches. Bak disclosure hurts baks that haepoor balace sheets. Federal data systes owers will easily share data that doest atter to the, like

caeteria eus. Efectie trasparecy is goig to hurt soebody, which eas there will be politics: Iyou igore the politics, what youll get is a trasparecy syste that akes little diferece at all.

The challenge of leadership: offsetting the negative consequences ofmaking improvements visible. Oe, opeig up data ay ake practitioers ore risk-aerse as they beliee that i the gotcha world o jouralists ad ispectors geeral, eery decisio willbe scrutiized. But there is aother way to approach it.

I Brazil, or exaple, teachers are regarded as low status because oly the childre o the poor attedpublic school. Public ocials took the to task or abseteeis ad related iractios. Because o theirlow status ad requet attacks, teachers becae risk-aerse, ad deotiated.

Whe Rios Educatio Secretary bega her work, there was o trust. She drew requet attacks owitter, to which she respoded cally, ad cordially. We are tryig to chage the quality o educatio,she would reply. She asked o teachers, Lets ioate together, stressig together. She slowly

built trust.You dot begi with it, especially i such a dicult situatio, she said.

With that, the Secretary is ow able, eery two oths, to post the test results school by school o theuied syste testig. Te top achieers are sigaled, eted ad rewarded.

eachers loe to be recogized, because they hae bee workig or years, ad obody has.Coo sese is that teachers dot like copetitio, the Secretary said. But its ot true. Tere is oway to recogize a good teacher uless to ake success isible.


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Trends we note:

Globalization: People are becoig local ad global at the sae tie, we were told. Coutryidetities ay weake, but local idetities ay itesiy. As citizes becoe ore ito their cityad the world, citize ioleet chages. People i Brazil, or exaple, are ow worried about

whale capturig by the Japaese. Scholarization: Aroud the world

ore people are haig ore years oschoolig ad becoig ore educated.I we do our work well, as citizes ieergig ecooies get access to schoolsad better schoolig, they will be ready ordigital iclusio, ad citize iclusio

A generation of digitaloutcasts:We ay hae risk o haigi our idst a geeratio o citizes whohae ot iewed their digital idetities.

It copouds the oerall eelig oexclusio, ow ro the digital world,ad adds to their iisibility ad sese opowerlessess. I eel outside o the world,they ight say. I a obody ad I caotparticipate.

Pressure on authoritarianregimes from growth ofmiddle classes: As globalizatioicreases, prosperity will grow the iddleclass. I treds cotiue, ioratio will be icreasigly aailable to eerybody. Te iddle classwill wat to ake persoal choices whe ad where they buy, icludig or serices like who willpae their streets.

Need for national policy to go global: With 6 billio ihabitats i the world,poerty is diiishig ee i the ecooic crisis. But 1 billio are trapped i extree poerty ost o the i Arica. Tere, the iolece o ciil wars ad upheaal is ore requet. natioalpolicy or all will require a regioal i ot global perspectie.

In society 2.0, it is not just government

that must be transparent, but

corporations. In that new environment,

government orces disclosure o

inormation that industry wouldnt

otherwise discover, so that societycan act on that inormation in ways

that presses corporations to become

better citizens.


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THE WAY FORWARD

The big picture context is society 2.0

Goeret 2.0 is but a part o a larger oe happeig ow a oe to society 2.0 o greater

iteractio betwee istitutios, citizes ad orgaizatios, public ad priate. Eabled by digitaltechologies, ew laws ad regulatio, existig etworks, ad the dead or iproed perorace,society 2.0 oes orward o the shoulders o goeret, idustry ad citizes alike. neither go 2.0or corporate 2.0 are ay less iportat tha the other i this ix; both eable society 2.0, ad oewithout the other hiders it.

Support new organization strategies that tap the potential of newinformation and communications technologies

Te ew cetury is puttig ew deads o goeret, idustry ad citizes. Fiacial crisis,deographic probles, ad ew ioratio ad couicatios techology pose both risk adopportuities.

ill ow, ICs hae assisted goeret i proidig serices ore swily ad ecietly, butwithout challegig existig orgaizatioal odels. now, the ore collaboratie ICs iolig social

edia challege traditioal paradigs uderlyig orgaizatios, ad the operatios o goerace.

No longer simply e-government, it is transformational government

I this ew era, the wise goeret icreasigly iteracts with citizes, ad ice ersa. moig rothe traditioal bureaucratic odel to a sipler ad ore iteractie oe is ot easy to do. It iplies,ofers ad soeties deads chaged odels o public serice deliery.

Te istitutioal raework that oes ro a coo ad cotrolled odel to a etworkitegrates ore kowledge, deads ore ioatio, ad ioles ore collaboratio both withithe public sector ad with priate the sector ad uiersities. Tis is a dicult challege, as eets adtechologies are oig ast but people, politicias ad ee citizes are oig uch ore slowly.

Lower the Boundaries with ICT

Ioratio ad couicatio techologies ca accelerate the oe to go 2.0, quickly ad cheaply

eablig participatio i the afairs o the state ad policy deelopet o the goeret.

Ope plators plators o which busiesses ad citizes could deelop applicatios.

Ope cloud coputig or goeret a cloud coputig raework that ay goeret cause to sole 80% o their ioratio techology eeds, icludig the public egageet part.

Easy apps social etwork tools or goeret that ca be istalled o desktops, otebooks adobile phoes that are easy to use.

Use Open Technology

Egageet across goeret, idustry ad citizery depeds o siple tactical executio usigo-proprietary, o-custo, o-bespoke plators that are opely accessible. Tis helps assure thatagecies with a issio o opeess ad accessibility, ad proidig data, proide true access, ot justaccess i ae oly.


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Flip the Switch

Chage the bias o sharig data, techology ad decisio-akig ro eed to kow to eed to leteeryoe kow. Chagig the bias assuig, or exaple, that the use o Facebook by eployeesis OK, ad ot requirig justicatio itsel lowers barriers ad ca uleash the atural procliity o

idiiduals to parter, collaborate ad share.

Widen the Aperture

Te two traditioal chage leers iclude law ad regulatios, ad budget. Stadardizatio caaccelerate trasoratio as well. noe o these ay be withi easy reach.

Howeer, go 2.0-type egageet applicatios are withi easy reach at all ties; ad etworksprolierate all aroud. By broadeig the scope o parters to iclude ew techologies ad ewcollaboratio, additioal leers ca eerge.

Spur Innovation: DesigningChange vs. Emergent Change

Tere is a role or expertise, ad a role or thewisdo o practitioers, citizes ad leadership.

Successul chage cobies the two ad assurescotiuous support ad learig. By settigthe table, ad layig the rails, leaders poit theway; the egaged practitioer ad citize bothcotribute their eaigul cotet, prioritiesad directio, helpig to cra solutios that arereleat to the.

Straddle the Legacy and the 2.0Worlds

Tere exists a istalled base o legacy systes alloer the world ad legacy proises. ogetherthey coprise ulti-chael serice deliery

systes that brig alue to citizes. Our challegeis to itegrate our ew systes with our old systes to cotiue to trasor goeret ad society.

While we ake that oe, we caot put established eterprises at risk. Soeoe ust get the publicassistace checks out the door, or exaple. Whe you call or police assistace, soebody has to showup. We ust educate childre, get the re put out achiee all those thigs while still tryig to create thisew kid o egageet. ry to itegrate the ew with whats the best o the old.

Moving rom the traditional

bureaucratic model to a simpler and

more interactive one is not easy to do.

It implies, ofers and sometimes

demands changed models o

public service delivery.


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Make Reforms Durable: Leverage Existing Infrastructurefor New Results

Tere is copleetarity betwee go 1.0 which ocuses o iproig the quality o trasactios ad go 2.0, which ocuses o participatio, trasparecy ad egageet. Te ew challege or

goeret is ot oly to achiee participatio, ad real egageet, but to build quick resposes. Igoeret caot respod quickly, citizes who ake their suggestios ad criticis ay cocludegoeret really does ot care.

Assure Performance: Test and Validate Continuous Improvement

I the eergig world o go 2.0 outputs outuber outcoes; yths easily prolierate. It is iportatthat leaders create perorace etrics aroud egageet ad results, easure the gais, ad assureyear oer year iproeets. You ca expect what you ca ispect.

Clarify and Document the Role That Technology is Playing in AdvancingDeveloping Nations

Soe scas suggest that research has yet to establish the oral lik betwee digital goeret,public priate parterships, ad progress agaist the grad challeges o the world relatie to health,

welare ad saety.White papers ad busiess cases prolierate. But the dearth o epirical detail sees to suggestudaetal work reais specically aroud the clarity o coceptual odels ad costructs suchas co-productio o serices.

Additioal research is eeded i order to easure ad record the ipact o iteretios ad proiderigorous, aalytic ad dispassioate treatets.

Broaden Citizen Engagement

Go 2.0 the call to egageet happes o ay chaels. Yet those who will beadersely afected by chage kow iidly who they are. Tose who will beet ted to beichoate ad ot orgaized.

Tere is a risk that sigle issue aatics will get ore power ad iuece through go 2.0. Te

silet ajority ay hae less. As goeret oes to the 2.0 world, it ust assure that eerybody has aoice, ot just the actiists.

o assure broad citize egageet, obilize citizes by utilizig their chaels o choice, reachigbeyod those who participate y digital eas.


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mr. Suit Agarwal

Uied States Departet o Deese

Uites States

mr. Julius O. Akiyei

Te media Lab, mI

nigeria

mr. U.D. Abursa

Oce o the Secretary to Federal Goeret

nigeria

mr. Edward Aderso

Coputer Serices Corporatio

Uited States

mr. Rodrigo Becerra

microso

Uites States

mr. Doiic Capbell

FutureGo Cosultacy

Uited Kigdo

master Carlos H. Gadsde Carrasco

Orgaizaci de Sericios Iterdiscipliarios

(Orgaizatio o Iterdiscipliary Serices)

mexico

ms. Laura CofeyPrie miisters Strategy Uit, Cabiet Oce

Uited Kigdo

Dr. Cludia Costi

Rio de Jaiero

Brazil

mr. Cristiao Faria

Brazilia House o Represetaties

Brazil

mayor Susa Feell

City o Brapto

Caada

mr. Jerey Godrey

HKSAR - Coerce ad Ecooic

Deelopet Bureau

Hog Kog

Lt. Col. Pete Kiler

milSpace ea, West Poit

Uites States

mrs. Beatriz Lodoo

Jua mauel Satos Capaig

Colobia

mr. Lorezo madrid

microso

Uites States

Dr. maria marquesmiistry o Presidecy

Portugal

mr. matt miszewski

microso

Uites States

Attendees of the Executive Session

Shown or inormation purposes only. Te views expressed here are the authors;no endorsement by any attendee o the Session is expressed or implied.

Participants


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mr. Ferado Paesso

Jua mauel Satos Capaig

Colobia

Pro. Teresa Pardo

Ceter or echology i Goeret,

Te State Uiersity o new York, Albay

Uites States

Cogressa Rodrigo Prez-Aloso

mexica Cogress

mexico

mr. Bill Schrier

Seatle, WA

Uites States

Dr. Joao Sileira

miistry o Presidecy

Portugal

mr. Ada odhuter

State o victoria

Australia

ms. Lorea Becerra mizuo

Director Geeral o Public Opiio

Presidecy o mexico

mexico

mr. oshiyuki Zaa

Garter Cosultig, Garter Japa, Ltd.

Japa

Pro. Archo Fug

Harard Keedy School

Pro. Jerry mechlig

Harard Keedy School

Pro. vekatesh narayaaurti

Harard Keedy School

Dr. Jorrit de Jog

Harard Keedy School

Zachary ui

Harard Keedy School

Zachary Tumin is Special Assistat to the

Faculty Chair ad Director, Progra i Sciece,echology ad Public Policy, Beler Ceteror Sciece ad Iteratioal Afairs, Joh F.Keedy School o Goeret,Harard Uiersity

([email protected] )

Archon Fungis Ford Foudatio Proessor o

Deocracy ad Citizeship, Ash Ceter orDeocratic Goerace ad Ioatio,Joh F. Keedy School o Goeret,Harard Uiersity

([email protected])

Faculty, Fellows and Staff

About the Authors


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Harvard Kennedy School

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Cambridge, MA 02138

Phone: 617-496-5584

mailto: [email protected]

web: www.belfercenter.org

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From Government 2.0 to Society 2.0: Pathways to Engagement, Collaboration and Transformation

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