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Transcript of Gov2.0 Whitepaper US Version
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8/9/2019 Gov2.0 Whitepaper US Version
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Government 2.0Soc ia l Software for US Government:
An IGLOO Perspec tive
September2009
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Contents
Contents................................................................................................................i
AboutIGLOOSoftware..........................................................................................2Introduction..........................................................................................................3
TheInternetAffectWeb2.0..............................................................................4
RobustSocialSoftware&OnlineCommunities............................................... 4
Opportunities........................................................................................................6
KeyBusinessDrivers..............................................................................................7
IncreasingAccesstoInformation..................................................................... 7
EnsuringCompliance.............................................................................................. 8
ImprovingInternalOperationalEfficiencies.................................................... 8
PromotingExternalCollaboration(Ecosystems&Innovation
Clusters).....................................................................................................
9
IncreasingConstituentOutreach&Communications................................... 10
IncreasingGlobalResponsiveness................................................................. 11
TheIGLOOSoftwareSolution...............................................................................12
AFullyIntegratedSolution................................................................................... 12
GuaranteedSecurity&Privacy............................................................................. 12
OpenArchitecture................................................................................................ 13
SoftwareasaService(SaaS)................................................................................. 14
1.LowerInitialCosts...................................................................................... 14
2.FasterImplementation............................................................................... 14
3.Seamless
Upgrades
....................................................................................
14
4.GuaranteedUptimes.................................................................................. 14
ImplementationHurdles&Roadblocks..............................................................15
Security&Privacy.......................................................................................... 15
Organizational Structure................................................................................ 15
InteragencyCollaboration............................................................................ 16
EmployeeDemographics............................................................................... 16
Budget............................................................................................................ 17
WheretoStart:TheIGLOOApproach...................................................................18
Phase1:Planning&Ideation......................................................................... 18
Phase2:
Design
&
Build
................................................................................
18
Phase3: Launch&Rollout........................................................................... 19
Phase4: Manage&Sustain........................................................................... 19
Phase5: Growth............................................................................................ 19
CaseStudies.........................................................................................................20
ManufacturingInnovationNetwork(MIN).................................................... 20
MayorofWaterloo......................................................................................... 20
DisasterReliefRotarianActionGroup(DRRAG)............................................. 21
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Ab out IGLOO Software
IGLOOSoftware(IGLOO)isasoftwarecompanythatdevelopsonlinecommunityandsocialsoftwaresolutions
forgroups,
teams
and
organizations
of
any
size.
Our
community
solutions
combine
leading
edge
Web
2.0
technologywithondemandhosting(SaaS),consulting,eengagementandallofthecommunitysupportservices
necessaryforsustainableandsuccessfuldeployments.
OrganizationsuseIGLOOcommunitiesinternallytoimproveemployeeproductivity(WorkplaceCommunities)or
externallytofosterrelationshipswithmembers,customers,partnersandsuppliers(MarketplaceCommunities).
OursecureandintegratedcommunityplatformwasdesignedwithWeb2.0principlesfromthegroundupto
helpindividualsandteamsbecomemoreresourceful,productiveandknowledgeableregardlessofgeographical
orhierarchicalboundaries.AllofoursolutionsaredeployedusinganondemandSaaSdeliverymodel.
ThispaperoutlinesthetremendousvalueofsocialsoftwarewithinvariouslevelsoftheUSGovernmentand
showcaseshowIGLOOsonlinecommunityandsocialsoftwareplatformcanhelpwithovercomingthechallenges
ofdeployingthisnewsoftwaremedium.
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Introduction
ThechallengesthattheUSGovernmentfacestodaydemandnewframeworksforengagement.Thecommand
andcontrol
center
system
of
governance
is
no
longer
viable.
Instead
of
creating
broad
national
policies,
governmentagenciesareseekingtobuild,leverageandsustainregionalandnetworkedefforts.
Government2.0isanewwebbasedframeworkforengagement,enablinggovernmenttotransformthe
economyandsocietythroughimprovedbottomupcollaborationandconstituentinteraction.Usingnew
technologiessuchassocialsoftware,governmentcanfacilitatetherealignmentandtransformation ofits
structures,relationships, networksanddeliverysystemsforaddressingglobalchallengesandinnovationbased
opportunities.
Socialnetworkingsoftwareisbeingincreasinglyusedbyindividuals,organizations, activists,andagencies
worldwide. Thegovernmentstandstobenefitfromusingrobustsocialsoftwaretoolstosupportcontent
creationanddissemination,collaboration,economicdevelopment,communitybuildingandmore.Byfacilitating
transactionsandinteractionsbetweencitizens,businesses,andotherarmsofgovernment,socialsoftwarecan
reducecosts,increaseefficiencies,andsmoothlytransitiongovernmentintoanonlinemodelofcitizenservice.
Thisframeworkofnetworkedpartnershipsresultsinbestpracticesforadministration, politiciansandaboveall
forcitizenswhobenefitfromanevolvingsystemofcollaboration,innovationanddelivery.
Thispaper
provides
IGLOOs
perspective
on
the
application
of
social
software
to
government
agencies
and
organizations, withafocuson:
Improvingaccesstoinformation,operationalefficienciesandtransparency
Increasingoutreachandconstituentengagement
Ensuringcomplianceandreducingrisk
Guaranteedsecurityandprivacy
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The Inte rnet Affec t Web 2.0
Overthelast10yearstheInternethaschangedourlivesforeverbothfromasocialandabusinessperspective.
Currentlywe
are
in
atechnology
phase
that
the
experts
call
Web
2.0
aset
of
new
and
innovative
tools
that
takeusbeyondsimplebrowsing,searchingandpublishingofstaticwebsites.ThesenewWeb2.0toolsenable
ustoactivelyparticipate,publishandinteractwithothersonthewebquickly,easilyandatlittleornocost.
UsersarethedrivingforcebehindWeb2.0technology;cooperationnotcontrolliesattheheartoftheWeb2.0
philosophy.
Web2.0technologieslikesocialnetworkingsoftwarearequicklychanginghoworganizations,institutions
businessesandagenciesinnovate,collaborateandshareknowledge.Thisisbecausethesetechnologiesconnect
usersandinformationinmultilinear,dynamicandspontaneousways.Newuserdrivennetworkedbusiness
models,practicesandprocessesareemergingwherecollaboration,contributionandsharingarepromotedand
rewardedwithinanorganization.Thisculturalshiftisjuststartingtotransformoldhierarchicaldriven
organizationsintointeractive,vibrantonlinecommunitiesthataremoreagile,productiveandcompetitive.
Organizationsingovernment,healthcareandacademiaarerethinkingoldbusinessmodelsandevolvingtheir
culturestoincludeWeb2.0technologytocompeteinanemergingglobalknowledgeeconomy.
Rob ust Soc ial Softwa re & Online Communities
Onlinesocialnetworkingwentmainstreamin2007,leadbythepopularityoftwoconsumersocialnetworking
applications;myspaceandFacebook.Thesesitestappedintoonesimplebasichumanneedaneedto
connectandsocializewithothers. Outofthisfirstsocialnetworkingwavecamethenextwave,asthe
technologyhasevolvedandmigratedfromtheconsumerspaceintoanewbusinesscategory:robustsocial
software. Socialsoftwareforbusinesscombinescontentmanagementwithcollaborationandsocialnetworking
servicesinasecureandfullyintegratedonlinecommunityplatform.Whereasconsumerbasedsocialnetworking
softwarehasbeenopenandinsecure;newemergingbusinessmodelsforrobustsocialsoftwarecanoffertighter
securitycontrols
to
support
the
most
restricted
information
sharing
models.
Inordertobeeffective,onlinecommunityandsocialsoftwaresolutionsmustsupportthecoreelements
requiredbyorganizationstoday,includingsecurity,userbasedpermissionmodels,documentandcontent
management,subgroupsandsubcommunities,andmore.Inthegovernmentsector,itisevenmorecritical
thatGovernment2.0solutionscomplywithcurrentinformationmanagementpoliciesbysupportingfulllifecycle
managementofallinformationassetsinelectronicorphysicalformat.
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IGLOOssocialsoftwareforGovernmentdeliverseffectivesolutionsforgovernmentdepartmentsandagencies
lookingfornewandinnovativewaystofindinformation,shareknowledge,experienceandideas,andtobuild
relationshipsacrossorganizationalandgeographicalboundaries. Whenimplementedcorrectly,thesesolutions
cancreate
tremendous
corporate
capacity
by
connecting,
empowering
and
motivating
any
organizations
most
valuableasset:people.
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Opportunities
Drivenbytoday'semergingInternettechnologies,anewkindofpublicsectorisemerging.Recentinitiativessuch
asthe
Federal
IT
Dashboard,
NASA's
Cosmo
Code
and
the
Open
Government
Initiative
all
serve
to
highlight
how
administrationsareembracingthetenetsbehindopengovernment.Opengovernmentdirectlyinvolvescitizens,
readilysharesinformationandresources,andharnessescollaborativeefforts.Recently,therehasbeena
growingrequirementforthefederalgovernmenttomovetowardbecomingmoreopenandtransparentintheir
dealingswithconstituents,includingthesecuredisseminationofinformation.
TheUSGovernmentcanmakeeffectiveuseofrobustsocialsoftwareto:
EnsurecompliancewiththeGovernmentsInformationManagementandRecordKeepingpolicies.
Captureandmanageinformationinasecureenvironmentwithguaranteedauthenticityandintegrity.
Overcomethetiredrulesthatinhibitinnovationwithnewmodelsofwebenabledcollaborationthatcut
acrossdepartmentalsilostoimprovepolicyoutcomes,reducecosts,andincreasepublicvalue.
Achievebreakthroughsinpublicservicedeliveryandorganizationaleffectivenessbydeploying
government2.0technologies.
Understandwhattoday'sglobalyouthreallyexpectofgovernmentandhowtheywillbehaveascitizens,
futurevotersandconsumersofpublicservices.
DifferentiateemployeerecruitmentprogramstoappealtotheincomingwaveofNetGeneration
workers.
Reinvigoratedemocraticprocesseswithtechnologyenabledapproachestopolicymaking,problem
solving,citizenengagementandstakeholderconsultation.
Solveenduringpolicychallengeswithcollaborativeapproachestomemberdefinedareasofinterest
suchasclimatechangeeducation,healthcareandnationalsecurity.
http://it.usaspending.gov/http://it.usaspending.gov/http://it.usaspending.gov/http://it.usaspending.gov/http://it.usaspending.gov/http://colab.arc.nasa.gov/cosmoscodehttp://colab.arc.nasa.gov/cosmoscodehttp://colab.arc.nasa.gov/cosmoscodehttp://www.whitehouse.gov/open/http://www.whitehouse.gov/open/http://www.whitehouse.gov/open/http://www.whitehouse.gov/open/http://www.whitehouse.gov/open/http://www.whitehouse.gov/open/http://colab.arc.nasa.gov/cosmoscodehttp://it.usaspending.gov/ -
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Key Business Drivers
Letstakeamomenttoexaminetheopportunitiespreviouslyidentifiedtodemonstratethepotentialbenefitsof
IGLOOssocialsoftwaresolutionsfortheAmericanGovernment.
Increasing Access to Information
TheAmericangovernmentmaintainsatremendousamountofdata.Likeanyorganization, thesuccessofthe
governmentadministration, officesandagenciesdependsuponkeycontentassets.Theseassetsoftenlaylostor
buriedinpeoplesdesktopcomputers,laptopsandemailinboxes.Whenintegratedwithcontentmanagement
andcollaborationfunctionality,socialsoftwarefeaturescanextendcollaborationaroundanorganizations
intellectualcapital,supportingallformsofinformationsharinganddissemination,includingsharinglessons
learnedand
best
practices,
intelligence
gathering
and
analysis,
human
resources
documentation
and
processes,
officecommunications,andmore.
IGLOOssocialsoftwaresolutionprotectsagainstknowledgeleakagebydeliveringtightercontrolsovercontent,
reducingagovernmentagencyordepartmentsdependenceoninsecureemailattachments.Powerfulcontentmanagementfeaturesareentirelywebbased,fullyscalable,easytoaccess,andintegrateeasilywithinternal
businesssystemstoimproveknowledgesharingbetweenusers.Keyfeaturesinclude:
Supportforanyfiletype,includingengineeringdrawings,systemreports,emailmessages,periodicals,or
richmedia
such
as
videos,
slideshows,
images,
photos
and
podcasts.
Versioncontrol,reservationandaudithistoriesenableyoutomanagethehistoryofanydocument;set
thenumberofversionstokeep;lockversionsforeditingpreventingoverwrites;seeprofilesofuserswho
addedversions.
Accesscontrolconsistingofuptofivelevelsofpermissionstopreventunauthorizedaccessto
documents;assignpermissionsbyroleandgroup;controlwhetheruserscanseedocuments,viewtheir
contents,modifyordeletedocuments.
Auditingofallactivityrelatedtoaspecificdocument,wikipageorcommunication.
Desktopintegrationprovidesuserswithaseamlessexperiencetheycansavedocumentsfrom
MicrosoftOffice
and
other
popular
desktop
applications
directly
into
their
online
community.
Labelsassignedasmetadatawhichallowsforinformationtobecategorizedandlocatedmoreeasilyby
browsingandsearching.
Filteredsearchallowsuserstofindanyiteminthecommunitybytype.
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Ensuring Co mp lianc e
IGLOOSoftwarehastakenitsrobustonlinecommunityandsocialsoftwaresolutionastepfurthertoensurethat
allsocial
media
(blogs,
wikis,
forums,
documents,
etc.)
complies
with
current
government
defined
information
managementandrecordkeepingpolicies. IGLOOsOpenSourcePlatformintegrateseasilywithyourrecords
managementcomplianceinfrastructuretodeliverasolutionthatoffersfullcontrolforthecompletelifecycleof
vitalrecords,fromcreationthroughtoarchivingandfinaldeletion.Usingthissolution,governmentagenciesand
departmentscaneffectivelymanagetheirrecordstoensuretransparencyandaccountabilityofgovernment
programsandservicesandreducecontentmanagementcostsbydeletingunimportantoroutofdatecontent.
Governmentdepartmentscancreate,acquire,capture,manageandprotecttheintegrityofinformation
resourcesofbusinessvalueinthedeliveryofprogramsandservices. TheIGLOOsolutionforgovernment
deliversallofthetoolsrequiredtosupportdepartmentalrecordkeeping requirements,including:
Theimplementationandmaintenanceofawebbasedsecureandcentralrepositoryforallinformation
resources.
Theabilitytosupporttaxonomiesorclassificationstructuresthroughlabelsandmetadata.
Theabilitytosearchforitemsbyapplicationordatatype.
Monitorcomplianceprocessesthroughversioncontrolandauditingcapabilities.
Recordsmanagementcontrolsforallcontenttypes,includingpaperandelectronicbusinessdocuments,
emails,contracts,regulateddocuments,transactionalcontent,richmediafilesandmore.
Recordsmanagement
functionality
with
support
for
retention
periods,
along
with
disposition
processes
andactivities.
IGLOOsfullyintegratedsolutionfortheAmericanGovernmentensurescomplianceandreducesrisk,allowing
governmentorganizationstoautomatetheretentionanddispositionofallcontent.
Imp roving Internal Operationa l Effic ienc ies
Robustsocialsoftwarecanbeusedtopromoteandenableinteragencyandinterdepartmentalinformation
sharingand
collaboration.
This
pertains
to
information
at
all
levelsinformation
used
for
defense
purposes
or
foreconomicdevelopmentalongwithcommunicationswithinofficesforHumanResources,contracting,
standardoperatingprocedures,knowledgeexchangeandmore.GovernmentHumanResources(HR)
departments,forexample,canleveragesocialsoftwaretoincreaseemployeeretention,moraleandproductivity.
Risingcosts,increasedcompetitionandthetimerequiredtohireandtrainnewtalenthavemaderetainingtop
performersagrowingchallenge.Robustsocialsoftwaretoolscandeliverextremelycosteffectivewaysfor
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governmentHRdepartmentstoacquirethebesttalent,improvecorporatecommunicationsanddriveemployee
engagementandwellbeing.Usingrobustsocialsoftware,HRmanagementcansecurelycoordinate,manageand
monitoremployeeprocesses,interactionsandactivities,including:
Creatingtheconnectionsemployeesrequiretofindandutilizeinformationtodrivebusinessresults.
Increaserecruitmentandonboardingprogramsbyreachingintothecurrentworkforceonprospective
candidates.
Deliverjustintimelearningbasedonreadilyavailableemployeecontent,collaboration,and
interactions.
Moreeffectivelymanageorganizationaltalentbycreatingacultureofcollaborationandcareer
development.
Alongwithimprovingdepartmentalcommunicationsandprocesses,socialsoftwarefosterscollaborationin
crossfunctionalteamsandencouragesinformationsharingbetweendepartments.Thisresultsinthecreationof
virtuousloopsthatbuilduponeachothertoimproveinternalprocesses.Socialsoftwarepresentsadditional
advantagesthatspandepartments,includingrevealingselforganizingcapabilitiesthatcurrentlyliedormant
withingovernmentorganizations.
Promoting External Collaboration (Ecosystems & Innovation Clusters)
Amajorfocusofgovernmentshouldbeonclusterdevelopmentinindustriessuchasmanufacturing,hitech,
education,biomedicineandpharmaceuticals,artsandculturetofacilitateurbanvitalityandemployment.A
crucialelementforsuccessfulinnovationledeconomicdevelopmentistheconnectionof"regionalassets"
requiredinordertocreatecompetitiveness. Toestablishwealthcreation,vitalconnectionstoknowledge,
expertiseandcompetencymustbeestablishedtonurtureinnovationincommunitiesofpractices.
Thegovernmentcanactasacatalystof"industrycluster"andeconomicdevelopmentbydelivering,supporting
andrefiningtheinfrastructurerequiredtoconnectknowledgewithexpertiseandaccelerateinnovation.This
infrastructuretakes
the
form
of
innovation
networks.
Aninnovationnetworkorclusterisamembershipbasedonlinenetworkorcommunitythatbuildsanexpansive
orregionalwidegeographicadvantageusingaseriesofinterconnectedandfreeonlineresources(including
otherregionalinnovationnetworks)inaspecificindustryorfocusedaroundaspecificareaofexpertise.
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Thedevelopmentoftheseregionalinnovationecosystemsorinnovationclustershasbeenespousedinthe
AmericaCOMPETESActandtheNationalInnovationActintroducedbySens.HillaryClintonandSusanCollins.
Clearly,innovationhasreturnedtothefederalpolicyagenda.
TheUSFederalGovernmentfacilitatesnetworkedinnovationthroughthedevelopmentofnewmodelsof
collaboration.Thegoalistobringtogetherawidevarietyofstakeholders,fromgovernment,academic
community,theprivatesector,informationtechnologyandinvestmentcompaniestodefinetheinnovations
requiredtoaddresschallengesoropportunities.Thegovernment'sroleistofacilitateresourcesandgovernance.
Innovationnetworksorclustersserveto:
Helpcompaniesbecomemoreinnovativeandcompetitive.
Stimulateeconomicdevelopmentandgrowthwithinmarketsandindustries.
Assistcompanieswithactivitiesincludingjointindustryuniversityresearchpartnerships,technology
transfer,andmore.
Streamlineoperationsthroughtheexchangeofbestpractices.
PleaseseetheManufacturingInnovationNetwork(MIN)examplebelowforasamplecasestudy.
Increasing Constituent Outreach & Communications
Socialsoftwaresolutionsforgovernmenthavebeendesignedtoincreasethevalueofpublicservicesfor
constituents,employeesandotherpublicsectorstakeholdersattheStateandLocallevelsofgovernment.
Asaplatformforparticipatorycivicinfrastructure,IGLOO'seGovernmentsolutionsprovideconstituentswith:
Theabilitytologontothelocalgovernmentsitesandbegreetedwithschedulesforneighborhood
associationmeetingsorthelatestrecreationclassesthatmeetinterests.
Profilesofcouncilmembers.
Minutesfromcouncilmeetings.
Receiveemailnotifications:
o eachtimeazoningchangeismadethatcouldaffectpropertyvalues,
o acrimeiscommittedintheneighbourhood,or
o aconstructionprojectbeginsthatwillaffectamorningcommute.
Provideintelligentdigitalguidestoidentifyandaddressissues,withoutlinkingtosuperfluous
information.
PleaseseetheMayorofWaterlooexamplebelowforasamplecasestudy.
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Increasing Global Responsiveness
Robustsocialsoftwarealsopresentstheabilitytocoordinateagenciesandorganizationstoimprovecoordination
aroundstabilization
and
reconstruction
missions,
connecting
agencies,
NGOs
and
organizations
to
support
individualsinemergencysituationsorpostdisaster. Aglobalnetworkdeliversaworldwidecommunityfor
organizationsandindividualstoparticipateindisasterpreparedness,responserecoveryandcommunity
rebuildingeffortsofareasstruckbydisasters.
ArangeofWeb2.0toolssuchasblogs,wikisandsearchableonlinememberprofilescanbeusedtoenhancethe
reliefeffortsofgovernmentagenciesandNGOsaroundtheworld.Socialsoftwaregivesorganizationsthe
capacitytoimproveengagementindisasterreliefoutreachandprovidesamechanismforaction. Byusingsocial
software,theUSGovernmentcansignificantlyincreasethespeedwithwhichitcoordinatesreliefefforts,funnels
donationsand
provides
support
for
the
implementing
agencies
on
the
ground.
PleaseseetheRotarian/DRRAGexamplebelowforasamplecasestudy.
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The IGLOO Software Solut ion
Thebiggestchallengeformostorganizations, includinggovernmentwhentryingtoachievethislevelofexternal
collaborationisdealingwithsecurityissues.Allowingexternalstakeholdersinsidethecorporatefirewallis
usuallyanonstarter.Collaboratingandsharingusingemailisinefficientandunsecure.Finally,actually
developingorsettingupasystemandreceivingITsignoffmaytakeweeksorevenmonths.
Asyouwilldiscover,IGLOOsonlinecommunityandsocialsoftwareplatformoffersapowerful,integratedand
securesuiteofknowledgesharing,collaborationandnetworkingfeaturesinonesinglepackage.Yourcommunity
canbeupinrunninginhoursnotdays,weeksormonths.Thisisbecauseallofoursolutionsareprovidedusing
softwareasaservice(SaaS)framework.Thereisnoneedtobuyexpensivehardware,softwareorwastetime
installingand
configuring
an
On
Premise
or
Open
Source
Platform.
Better
yet,
all
of
the
community
data
is
protectedandstoredinasecureSAS70TypeIIcompliantdatacentre.Vitalcommunitydataisbackedupona
dailybasisregardless iftheinformationisintheformofadocument,blog,forumorwikipage.And,your
communityuptimeisguaranteedat99.5%,soitwillbeavailablewheneveryouneedit,regardlessofwhereyou
areintheoffice,ontheroadorintheoffice.
A Fully Integra ted Solution
IGLOOsrobustsocialsoftwaresolutionscombinecontentmanagement,collaborationandsocialnetworking
servicesintoafullyintegratedandmultilingual(English,SpanishandFrench)solution.UsingIGLOOsolutions,
governmentorganizationscan:
Organizeandmanagecontenttopromotesecureknowledgeexchangeandprotectintellectualproperty.
Connectdistributedteams,networksandamobileworkforcetostreamlineprocessesandincrease
speedofexecution.
Nurturecrossfunctionalrelationshipstofacilitatethefreeexchangeofideasandfosterinnovationfor
competitiveadvantage.
Gua ranteed Sec urity & Privac y
Whileopenmembershipbasedsocialnetworkingsiteshaveinherentweaknesses,governmentagenciescan
implementrobustsocialsoftwaresolutionswithbuiltinmembershipsigninandauthenticationmodelsthatare
congruentwiththeirsecurityrequirements.
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WithIGLOO,securitybeginswithuserauthentication.TheSecureSocketsLayer(SSL)protocolensuresthatonly
authorizeduserscanread,change,ormanipulateinformationas alloftheinformationtransmittedoverthe
webisencrypted.Everyuserwhoaccessesanonlinecommunityisgivenauniqueusernameandprivate
password.The
system
can
force
the
user
to
change
their
password
on
regular
intervals
for
added
security.
Every
objectorasset,includingconfidentialdocuments,reports,images,mediafiles,discussions,wikis,commentsand
morehavespecificauthorizationlevelsassignedforeachuser.Everygroupworkspacehasanassociatedlistof
memberswithassignedpermissionlevels.
IGLOOsdatacentreisPCIDSS,SAS70andCICA5970(TypeII)certified;thismeansallprocessesarerigorously
assessedbyaccreditedthirdpartieseachyearandconsistentlyoperateatthehighestlevelswithintheindustry.
Theseaccreditationauditsinclude:
Administration andOrganizationa reviewofoursecurityteamaswellasouroverallcorporatesecurity
consciousness.
Facilitiesverifyonaregularscheduletheinfrastructureandredundancyofoursystems.Thisalso
includesphysicalaccessandperimetersecurityatourfacility.
BackupandRecoverythebackupschedulesandcontrolmeasurestakentoensurealldatais
recoverableandhasoffsiteduplicatebackups.
Op en Architec ture
IGLOOsonline
community
and
social
software
solutions
are
built
on
an
open,
modular
framework
which
providesdeveloperswithaflexiblesetoftoolsforcustomizingandextendingonlinecommunitiesquickly,
easilyandcosteffectively.
Thismodularframeworkconsistsoffourcriticalkeycomponentsforsolutiondevelopment:
AThemeManagertocreateandmanagethelayout,designandbrandingofthecommunity.
AGlobalConfigurationPaneltotoggleapplicationsettings"on"or"off".
AdraganddropWidgetManagertocreateandconfigurecustomapplicationwidgets.
AcoresetofOpenAPI'sforintegratingwithenterpriseapplicationslikeERPandCRMsystems,aswellas
cloudbasedapplicationslikeGooglewidgetsandSalesforce.com.
Usingawidgetbasedarchitecture,developerscancreatecustomcontentwidgetssourcedfromalmostanythird
partyapplication.Capitalizingontheopennatureofsocialsoftware,governmentorganizationscancreatea
libraryofcontentwidgetsthatcanbedroppedintoanypagewithinanonlinecommunity.Thismodular
approachalignstheWeb2.0philosophy;usinglightweightapplicationswhicharefasttosetupandeasytouse.
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. Lower Initial Costs
areandhardwarestartupcosts.
aretypicallyincludedintheannualfee.
. Faster Impleme nta tion
afractionofthetimeitwouldtakeorganizationstoimplementaninternal
luabletechnicalresourcesfromdevelopingandmanaginginhousesolutions.
internal
. Sea mless Upgrad esorryaboutthecostandhassleofbackups,operatingsystemsupdates,software
andservices.
. Guaranteed Uptimes
datanetworkwith99.5%plusperformanceuptimeguaranteed.
Software as a Service (SaaS)
Inmanycases,theIGLOOonlinecommunityandsocialsoftwareplatformisactuallymorecosteffectivethan
opensource
alternatives.
This
is
because
it
is
available
on
demand
(SaaS),
requiring
no
hardware
or
software
installations; nodeveloperstobuildthesolution;andlittletonomaintenancefeesandaminimalinvestmentin
technologystaffandexpertise.
BydeployingyourIGLOOonlinecommunitysolutionasaservice,youllbenefitfrom:
1
Noexpensivesoftw
Allhardware,softwareandnetworkinginfrastructure
Organizationsareabletomitigatefinancialrisk.
2
Asolutioncanbesetupin
solution.
Freeupva
Makesolutionsavailabletocustomers,partnersorsupplierswithouthavingthembreach
networksecurity.
3 Thereisnoneedtow
upgradesorapplyingthelatestsecuritypatchestooperatingsystems.
Regularquarterlysoftwareupgrades,providingnewfeatures,functions
4
Proven,reliable,secure
ITandtechnicalexpertsmaintain,upgradeandmonitoreveryhostedsolution.
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ImplementationHurdles & Roadblocks
Despitethepromiseofimprovedtransparencyandconstituentengagement,thereareconcernsatnumerous
levelsof
the
US
Government
around
adopting
social
software
solutions.
The
first
and
foremost
challenge
is
the
inherentconservativenatureofgovernment.Thisisreinforcedbythehighlystructuredorganizationof
government,whichgoesagainsttheinherentlyunstructurednatureofsocialsoftwaretechnologies.Duetoits
spontaneous,openandviralnature,socialsoftwareisalsoconsideredtobeasecuritythreatwellbeforeitis
regardedasapotentialsolution.Manyproponentsofsocialsoftwareingovernmentarguethattherisksof
ignoringthisemergingtechnologyoutweightherisksofnotexploringitspotential.Whatfollowsisasetofissues
orrisksposedthatserveasbarrierstogovernmentorganizationsconsideringtheadoptionofsocialsoftware.
Security & Privac y
Informationsharingisrequiredatalllevelsofgovernment.Theexchangeofmissioncriticalinformationwithin
theDepartmentofDefense,forexample,needstobeprotectedandleakagespreventedatanycost.Theimpact
oftheinsecureexchangeofinformation, ortheexchangeofinaccurateinformation,canhavefarreaching
implicationsandcanmeanthedifferencebetweenlifeanddeath.Forthesereasons,andsecuritybreachesthat
socialnetworkingsitesincludingFacebookandTwitterhaverecentlyexperienced,theUSGovernmentis
reticenttoembracesocialsoftwaresolutions. Whatsmore,despitetheirwideappeal,theUSGovernment
requiresthatallinformationmanagementtoolscomplywiththeendtoendlifecyclemanagementofall
informationresources
created,
stored,
managed
and
archived
within
government
organizations.
Becauseinsurgentsandotherterroristsgroupsarecurrentlyleveragingsocialnetworkingsoftware,itwould
benefittheAmericanGovernmenttodevelopadeeperunderstandingofhowthesetechnologies arebeing
utilizedandhowinformationisbeingshared. Newframeworksforsharinginformationcanbeexploredand
introducedtomaintainthefinebalancebetweensecurityandfunction.
Orga niza tiona l Structure
`
Duetoitsbureaucraticnature,theUSGovernmenthasnotestablishedconsistentpoliciesandprocedures
concerningtheuseofsocialsoftwareapplications.Atdifferentlevelsanddepartmentsofgovernment,accessto
certainsocialsoftwareapplicationsispermittedonbothprofessionalandpersonallevels,atvaryingdegrees.At
present,socialsoftwareisonlysporadicallyregardedbyaminorityasalegitimateapplication.Moreover,the
constantchangereorganizationatseniorlevelsofgovernment(oftendependentuponshiftsinadministration)is
prohibitivetotheimplementationofsocialsoftware.
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RobustsocialsoftwarewithsupportforthebroadrequirementsoftheUSGovernmentsinformation
managementandrecordkeepingpolicieswouldenabledepartmentsandagenciestodemonstratecompliance.
Thiswouldresultinbuyinatalllevelsandmandatethedevelopmentandadherencetonewpoliciesand
proceduresaround
the
use
of
social
software
within
government
organizations.
Inter-ag enc y Collab oration
TheUSGovernmentismadeupofamyriadoforganizationsandagenciesthatfocusoneverythingrangingfrom
educationandhealthcarereformtonationaldefenseandmilitaryoperationsatfederal,stateandlocallevels.
Often,thecompletionoftasksorimplementation ofprogramsisdependentontheeffortsofsomeormanyof
theseagenciesworkingtogethertoachieveresults.Often,interagencycollaborationishinderedbyestablished
silosofexcellencewhich,attimes,encourageindividualismanddisrupteffectivecoordination.Tofacilitate
effectivecollaboration,thereisanactiveneedforrobustsocialsoftwaretoolsthathavetheabilitytoconnect
userstomultiplecommunitiesandsubcommunitieswithguaranteedlevelsofsecurity,apermissionbased
modelofaccessandsupportforsubgroups.
IGLOOssocialsoftwaresolutionsforGovernmentcanhelpdepartmentsandagenciesimprovethereliabilityand
consistencyoftransformationacrossgovernmentswithamorethorough,standardizedapproachforprogram
andservicealignmentandbusinessdesignthatpromotesdesignefficiencyandreusability,aswellasfor
transformation projectplanningandimplementation.
Americansexpectaffordable,accessibleandresponsiveservices.Thestrategicuseofsocialsoftwarewillenable
theGovernmenttobettermeettheseexpectations.
Emp loyee Demograp hics
ThesizeoftheAmericanGovernmentasabodyisstaggering.Forthisreasonalone,maintainingconsistency
acrosstechnologyinfrastructures isallbutimpossible.Aswell,aconstantfluxinpersonnelhampersthe
consistentmaintenanceofstandardsfortechnologyusage. Finally,thegovernment,alongwithotherindustries
andbusinesses,isexperiencingagenerationalgapinitsworkforce.AstheNetGenerationfloodstheworkforce
andovertakestheBoomersinnumbers,theywillincreasinglyexpectorganizationstosupportthewaythey
workandthewaytheyconnectonapersonallevel. Thisnewworkforceisacceleratingthemovetosocial
networking,includingcellphonebasedblogging,multimediasharing,locationbasedsocializationservices,
chatthesearetheirprimaryworktools.
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Atpresent,theUSGovernmentisstrugglingtosupportthedivergentwaysthatpeoplework,whileprovidinga
fulfillingandmotivatingworkenvironment.Theymustsimultaneouslyretainthetalentandhumancapitalthey
haveandopenuptonewwaysofworkingforfuturegenerations.Regardlessofthegenerationalmixofthe
workforce,the
overarching
requirement
is
the
same:
creating
better
connections
to
the
expertise
and
resources
peopleneedtoeffectivelydeliverservicestoconstituentsandstakeholders.
Budget
Duetothecyclicalnatureofgovernmentfundingandtherigorousapprovalprocessesinvolved,thedecisions
requiredtosourceandstaffsocialsoftwaresolutionscanbecomplicated,disruptedordelayed.Flexible,fastand
easytorampupsolutionsarevitaltothedeliveryofgood,affordableconstituentservices.
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Soc ial Softwa re fo r Government
Where to Sta rt: The IGLOO Approac h
Asyouhaveread,socialsoftwarecanoffertremendousvaluetoanytypeoforganizationespecially
governmentdepartments
and
organizations.
But
in
order
for
these
new
social
software
solutions
to
be
successful,theyrequireastrategicplan. Thisplanmustdealwiththetechnology,operationalandcultural
issueseveryorganizationfacesastheyimplementnewtechnologiesandworkingbehaviours.Inmanycases,the
adoptionofsocialsoftwarerequireschangesinexistingbusinessmodelsandbureaucraticculture.
Sowheredoyoustart?Tolaythegroundworkforsuccessfuldeployment,IGLOOoverthepast5yearshasbeencreatingandupdatingitsBestPracticePlaybookofprovenimplementationmethodologies.Thesemethodologiescansignificantlyhelpyourgovernmentagencyororganizationtodeployarobustonline
communityandsocialsoftwaresolution.
TheCommunityPlaybookcoversthefollowingcritical
stagesofasuccessfuldeployment:
1. Planning&Ideation
2. Design&Build
3. Launch&Rollout
4. Manage&Sustain
5.
Growth
Phase 1: Planning & Idea tion
Theplanningphaseinvolvesassessinganddocumentingtheexecutivevisionfortheproject,understanding the
project'salignmentwithorganizationalgoalsandstakeholderneeds,definingahighlevelscope,assessingthe
technicalcomplexitiesanddeterminingprojectdurationandcostestimates.
Pha se 2: Design & Build
Thecommunitydesign,orblueprint,shouldflowfromtheoverallgoalsandobjectivesofthesite,maptothe
profileofthemembersandtheengagementmodelselected. Thesuccessofthecommunitydependssolelyon
themembersandtheiractivities. Awelldesignedcommunitywillallowforfuturepromotionofnewfeatures,
content,programsandservicestoattractnewmembersanddemonstratethatthecommunityiscontinuously
evolving.
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Phase 3: Launc h & Roll-out
Launchingthecommunityshouldbeconsideredasignificanteventbecauseitintroducesthecommunityto
potentialmembers,
and
announces
that
the
community
is
ready
for
use.
It
is
recommended
that
organizations
launchusingthemostimportantsocialsoftwarefeaturesprominently,includingforums,wikis,ormember
profiles. Additionalfeaturescanthenbeaddedasthecommunityrequiresthem. Contentiskingasakeydriver
toinstillvalueandengageusers,sofocusingoncontentiscrucialforsuccess.
Phase 4: Ma nage & Susta in
Onceacommunityislaunched,itisvitaltokeepthemomentumgoing. Ifaplanisnotinplaceto"feed"the
community,participationlevelsmaytaperoffanddissuadenewmembersfromjoiningiftheydonotseeany
activity. Launchingandgrowingacommunityisnotaonetimeeffortthathasabeginningandanend. Itisan
ongoingprocessthatneedsaplantoattractandretainmembersinordertosustainthecommunity.
Phase 5: Growth
Growthpresentsapproachesandprocessesthatarevitaltobuildingavibrant,durableandsustainableonline
community.
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Case Stud ies
Ma nufac turing Innovation Netwo rk (MIN)
TheManufacturingInnovationNetwork(MIN)isan
innovationclusterthatconnectsmanufacturers,
partners,governmentagencies,academic
institutionsandotherstakeholdergroupstocreate
amoreresponsiveandgloballycompetitive
manufacturingcommunitythroughimproved
collaboration,knowledgesharingandleadingedge
innovations.MINmembershipisfreeto
manufacturersandofferstheminvaluable
resourcestohelpthemraiseawareness;buyand
sellgoodsandservicesonline;andfacilitate
ongoinginnovationsthroughimproved
partnerships andbusinessrelationships.
Moreinfo:www.waterloomin.com
Ma yor of Wate rloo
www.igloosoftware.com 20
TheMayorsCommunityhasbeendevelopedto
openupanongoingdialoguebetweenMayorof
WaterlooBrendaHalloranandherconstituents.
Theonlinecommunityprovidesanonlineforum
wheretheMayorcanconnectandinteractwithher
constituentstodiscusspressingissues,share
councilinformation,
present
the
latest
regional
news,highlightupcomingeventsandbookthe
Mayor'stimeforanonsitevisit.
Moreinfo:www.mayorofwaterloo.ca
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Soc ial Softwa re fo r Government
Disaster Relief Rota rian Ac tion Group (DRRAG)
www.igloosoftware.com 21
TheDisasterReliefRotarianActionGroup(DRRAG)
issubsidiary
group
of
Rotary
International.
Rotary
Internationalisaworldwideorganizationof
businessandprofessionalleaderswhoprovide
humanitarianservicestohelptobuildgoodwill
andpeaceintheworld.Rotary'sglobal
membershipisapproximately1.2millionmenand
womenwhobelongtomorethan33,000Rotary
clubsinmorethan200countriesandgeographical
areas.
TheDRRAGonlinecommunitysecurelyconnects
RotariansusingacollectionofeasytouseWeb2.0
tools.Memberscanparticipate,collaborateand
shareinthecommunityusingblogs,wikisand
forums.Everymembercancreateasearchableonlineprofileoutliningtheirinterests,experiencesandskills
whichisaccessibletoeverymemberinthecommunity.Whenadisasteroccurs,membersfrommorethan200
countriescaninstantlytapintotheDRRAGnetworktosolicitsupportfromotherRotarymembers,offer
volunteeringsupport
and
access
links
to
other
international
emergency
management
NGO's
and
governments.
Thecommunityalsoprovidesnewsupdatesfromthefieldonspecificreliefeffortsandacollectionofinvaluable
resourcesdirectedtothedozensofagenciesthatrespondtoglobalcrises.
Moreinfo:www.drrag.org
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TEL +1.519.489.4120
FAX +1.519.489.4121
www.igloosoftware.com
Copyright 2009 IGLOO Inc. The copyright to these materials is owned, without reservation, by IGLOO. These materials may not be copied in whole or part without
the express, written permission of IGLOO. The information in this document is subject to change without notice. All rights reserved. Printed in Canada.