Web 2.0 - From a Social to a Service Web

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




… it’s about people, our society, our planet



Source : Vincenzo Cosenza blog

http://images.google.ca/imgres?imgurl=http://www.cocatalyst.com/blog/wp-content/uploads/2008/07/linkedin4.jpg&imgrefurl=http://www.cocatalyst.com/blog/index.php/category/targeted-technology/&usg=__6G6NLFSy6H1fr2ePJfJPP_phTWM=&h=216&w=640&sz=49&hl=en&start=2&tbnid=d5Sjr-qb-drGeM:&tbnh=46&tbnw=137&prev=/images?q=linkedin&gbv=2&hl=en&safe=off

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


MISA 2009 Conference– Jury Konga Fast Forward Web 2.0 – Social to a Service Web 6

Here’s some comparisons between Web 1.0 and Web 2.0


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

88MISA 2009 Conference– Jury Konga Fast Forward Web 2.0 – Social to a Service Web

" 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 ….


e-Government and Web 2.0- Vision of eGov … unfulfilled?


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


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



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)



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


“Community” Collaboration in Web 2.0- Finding a place to live

• Google Map mashup with Craig’s List rental/sales

http://www.housingmaps.com/


http://www.yourparkingspace.co.uk/

MISA 2009 Conference– Jury Konga 16Fast Forward Web 2.0 – Social to a Service Web

“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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“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


“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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Source: Global Marshall Plan – balance the world

“Community” Collaboration in Web 2.0- Scientific Community

Location + Twitter = GeoTweeting

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MISA 2009 Conference– Jury Konga 20Fast Forward Web 2.0 – Social to a Service Web

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


“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


“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


“Community” Collaboration in Web 2.0- Broader Public Sector Community

Fast Forward Web 2.0 - eService Scenario … MyWork


Public Sector Service - A multitude of disciplines


25Fast Forward Web 2.0 – Social to a Service Web

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 -



Fast Forward Web 2.0 - Future eService Scenario … MyCar


Tesla dashboard

Some Current Automotive Technology Interfaces

Mercedes Split Screen Technology

Fast Forward Web 2.0 - Future eService Scenario … MyCar


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)


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


Fast Forward Web 2.0 - Future eService Scenario … MyHome


Home Entertainment and WII meets Second Life = MyHome communications central - voice and movement activation

Fast Forward Web 2.0 - Future eService Scenario … MyHome


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


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


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


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


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


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


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


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

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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


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

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Service Names:

Moving the Service Agenda Forward- Open Data is a Critical Success Factor


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


Source: emeraldinsight.com

Moving the Service Agenda Forward- Technology Architecture to Support Service Delivery


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


Source : Vincenzo Cosenza blog

Moving the Service Agenda Forward- Web 2.0 Technology Tools continue to Evolve


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


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


Web 2.0 – From a Social to a Service Web- Concluding thoughts


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


Web 2.0 Townhall Meeting and Roundtable Discussion


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”


Thank you

[email protected]