Gov 2.0 and citizen enabled services: leveraging social media and taking sensible risks
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Gov 2.0 and citizen enabled servicesleveraging social media and taking sensible risks
Patrick McCormickManager Digital Engagement
Department of Justice Victoria
2 December 2010
FutureGov Forum Taiwan Taipei
Unless indicated otherwise, content in this presentation is licensed:
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Gov 2.0 and citizen enabled services leveraging social media and taking sensible risks
1 understanding the context
2 tinkering with new tools
3 listening to the crowd
4 responding and collaborating
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caretaker government– views are my own
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• population of 5 million• fast growth (6.2% 96-06)• 28% born overseas• finance, insurance, higher
education, manufacturing
• 87,806 sq mi
Victoria
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Justice portfolio employs over 21,000 staff – police and prosecution – courts, prisons and corrections services – tribunals and agencies protecting citizen rights – emergency services – racing and gaming policy– legal advice to government
and includes about 90,000 volunteers across – Country Fire Authority – Lifesaving Victoria– Victoria State Emergency Services– Office of the Public Advocate
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don’t believe the hype
http://www.youtube.com/watch?v=sIFYPQjYhv8
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but believe in social disruption
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1. understanding the context
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what is this thing, Gov 2.0 ?
web 2.0
Gov 2.0
government
Gov 2.0 begins with public purpose and ends with trustand is powered by…
citizens, government, web 2.0 and PSI on the Internet
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a working definition of Gov 2.0
Gov 2.0 begins with public purpose and ends with trust
and is powered by…
citizens, government, technology and PSI on the Internet(what we usually talk about when we talk about Gov 2.0)
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what does this have to do with us?
public sector
public goods
public policy
public services
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we need to go back to first principles
public purpose
public sector
public goods
public policy
public services
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public purpose
trust
Gov 2.0 is not about technology
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but Gov 2.0 is powered by technology
citizens
internet
governmentPSI
technology
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public purpose
trust
Gov 2.0 begins with public purpose and ends with trust
technologycitizens
governmentPSI
internet
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the public sector is evolving
1. 20th century administrative bureaucracy
2. new public management - performance
3. triple bottom line - shareholders and stakeholders
4. co-productive, shared enterprise
read-onlyrigid, prescriptive, hierarchical
read-writeagile, principled, collaborative
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citizen expectations are changing
3 types of expectations - Charlie Leadbeater • I need – essential services government must provide• I want – discretionary services responding to demand• I can – option to self select, participate, co-produce
why now?• Internet 1.0 – low or no cost production and distribution• netizens 1.0 – surplus computing and doing capacity • web 2.0 - new tools, behaviours, expectations
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the Internet has something to do with it
compact yet immense, a ‘small world’• 10x growth adds ‘one hop’• growth is organic and ad hoc
power law distribution mostly below and above the mean• few with many links• many with few links
In Search of Jefferson’s Moose - David G. Post
power law distribution mostly below and above mean• few with many links• many with few links
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what does this mean for government?
a new approach • share (not cede) power, when and where appropriate• maintain authority in old and new models• government as a platform, providing a citizen ‘API’
key components • culture of experimentation and collaboration• open access to public sector data and information• voice of authenticity, uncertainty and contestability
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emerging policy platform
Victoria• parliamentary inquiry into PSI• VPS innovation action plan• Government response on PSI• government 2.0 action plan
Commonwealth• Gov 2.0 Taskforce report• APSC online engagement guidelines• declaration of open government
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2. tinkering with the tools
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supporting a culture of collaboration internally
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conversations, questions, problem solving
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working together across boundaries
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video socialises important information
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encouraging content creatives
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sharing PSI externally to engage public, spark innovation and enable co-production
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seeking and voting on ideas openly
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3. listening to the crowd
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(AGIMO: Australia in the Digital Economy, 2009)
increasingly the people’s choice
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co-production with or without us
• “information wants to be free”- Stewart Brand at first Hackers' Conference in 1984
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the wisdom of 100 million phone calls
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issues share of voice
the direction of online conversations
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identifying trends across key topics
Month on Month Trend
social media analysis: alcohol & street violence26%
April 2010
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plotting spikes against events to determine impact
Violent CBD brawl
Street violence talk spawned by Williams’ death
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establishing trusted, authentic presence on new platforms
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listening for citizen pain points
(cc @justice_vic) Working with Children check was 90% done (almost 11 weeks), lodged an Employ instead, and it will restart and take another 12 weeks. What a stupid system…
@deonwentworth Deon - thx for your feedback. Don't know right now what happened or why it's like that - but will have someone look into D
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exceeding expectations by following up
@deonwentworth Have chased up and have an answer for you. Pls dm your email addy or contact # as response won't fit in 140 spaces. Thanks J
@justice_vic No need, got the check yesterday, start 2morrow. Thx a lot 4 following this up, thought You'd forgotten. If you still need to, you can email me at…
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building trust through open an exchange
@deonwentworth Simple answer: starts over when changing categ. - makes extra sure no charges after applying. Annoying yes, but we err on side of extra protection for kids. D
@justice_vic thanks. Got my card earlier in the week.
#goodjob @justice_vic for not giving up on customer enquiries and following through right to the end
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4. responding and collaborating
CFA, Black Saturday, Flickr
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seeking citizen input, educating interactively
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sharing information to reduce costs, build trust and confirm public safety objectives
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fostering shared responsibility through citizen engagement and content creation
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the worst natural disaster in Australia’s history
Victorian Fire Map 9 February 2009, dse.vic.gov.au
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maintaining community engagement to bolster emergency response
Yarra Valley, Black Saturday, Flickr
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informing and supporting resilient communities
Kinglake, Aerial view, news.com.au
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sharing emergency information in timely, convenient way extends frontline response to community
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going where people are to build trust and improve access to information
9,300 fans x average of 150 friends = 1,209,000 people
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because people want to help and government is well placed to facilitate
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seeking citizen support for emergency volunteers Vital. Valued. Victorians.
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mobile apps enable citizens to help themselves and their neighbors
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geospatial data and location awareness put powerful tools in the hands of citizens
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community based crowd-sourcing
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Gov 2.0 and citizen enabled services leveraging social media and taking sensible risks
1 understanding the context
2 tinkering with new tools
3 listening to the crowd
4 responding and collaborating
![Page 56: Gov 2.0 and citizen enabled services: leveraging social media and taking sensible risks](https://reader034.fdocuments.net/reader034/viewer/2022051513/544f52daaf7959157d8b88cf/html5/thumbnails/56.jpg)
re-using this presentation? the fine print…
• Parts of this presentation not under copyright or licensed to others (as indicated) have been made available under the Creative Commons Licence 3.0
• Put simply, this means:– you are free to share, copy and distribute this work– you can remix and adapt this work
• Under the following conditions– you must attribute the work to the author:
Patrick McCormick ([email protected] or [email protected])– you must share alike – so if you alter or build upon this work you have to keep these same conditions
• Unless stated otherwise, the information in this presentation is the personal view of the author and does not represent official policy or position of his employer