Series of Lecturesthe course MISS403:

e-Government (Themes 6, 7 and 8)

Dr. Mirsobit MirusmonovAssistant Professor

Management Information Systems College of Commerce and Business Administration

Dhofar University, Salalah, OMAN

THEME 6Role of social media in public

administration: case studies on twitter, facebook and youtube

Social Media: Definitions Social media refers to the use of web-based and mobile technologies to turn communication

into interactive dialogue and they can take many different forms, including internet forums, weblogs, social blogs, wikis, podcasts, photographs or pictures, video, rating and social bookmarking. The most commonly used social media include: Twitter, Facebook, Myspace, Flickr, and YouTube

Social media is a set of technologies and channels targeted at forming and enabling a potentially massive community of participants to productively collaborate. Social media has the six core characteristics of participative, collective, transparent, independent, persistent, and emergent that deliver the unique value of social-media and, in combination, set social media apart from other forms of communication and collaboration

Social Media reflects the rapid emergence of the “participative web” with its exponential proliferation of wikis, blogs and social bookmarking. The tools and practices of the participative web can help to improve policy making and service delivery by enriching government interactions with external stakeholders and enhancing internal knowledge management

What is Social Media, continued

• Traditional media (newspapers, television, radio, books, CDs) can’t be �changed.

• Social media is interactive.�• Social media allows for real-time feedback.�• Anybody can publish social media.�• Social media is infinite with no limitations on length or quantity.�• Social media is linkable and easily reused�

Impact of Social Media on Public Administration

A problem sharedis a problem halved...and a pressure group created

With social media, both governments and citizens have a lot to gain:

• Open communication• Connecting the citizens with their government• Citizens can:

• Share and access information easily • Form communities

• Direct interaction with citizens

• Better and stronger interactions with citizens• Crisis and emergency management • Reaching specific targets• Improvement of the institutional image and branding• Better services delivery with citizens contributions

Why does a government use social media?

Arising public awareness

Receiving ratings

Obtaining content

Participation

Communication

Information

Youth on the move

We People

Talk green

CITIZEN AS CO-PRODUCER

CITIZEN AS EVALUATOR

CITIZEN AS RECIPIENT

Social media impact on citizen-government relationship

Goal

Inte

rac

ton

Interactions in Social Media

• G 2 C = Government to CitizenC 2 G = Citizen to Government

• C 2 C v G = Citizen to Citizen versus Government C 2 C v B = Citizen to Citizen versus Business

• G 2 B = Government to Business B 2 G = Business to Government

• G 2 G = Government to Government - Internal within the Agency - External to other Agency - External to other Government

C 2 C v GCitizen to Citizen versus Government

Examples: Citizen uprising over autocratic ruling in Tunisia, Egypt, Libya, Syria, Yemen, BahrainUSA – Occupy Wall Street & other protest

Facebook: Schedule ProtestTwitter: Organize ProtestYouTube: Market & Tell Story to outside world

G 2 C Government To Citizen

Intel Agency Examples:

CIA – Visible Technologies – crawls data for key wordsSimilar to Cold War Russia – newspapers

FBI & DHS – mining social media sites for key words

Same Objective – catch the bad guysNew Technology – social media = the new form of communication

* CONCERNS: Privacy to Citizens

G 2 G – Government To GovernmentAllows agencies to communicate within the agency – sharing initiatives and soliciting feedback, etc. – as well as communicate with other agencies.

Internal:NASA Spacebook – conversation w/in agency DoD – Real Warriors Campaign for PTSD

External:Fed SpaceWhite House – SAVE – “Suggestion Box” for Fed Gov employees on how to save money within the govt.

C 2 G = Citizen to Government

Gov 2.0Allows interaction for citizens to contact government

Examples:Open 311- DC & San Francisco Report Traffic light outage, potholes, etc.

National Weather Service: #wxreport

Social media and related risks• Low participation: It might seem obvious, but the usage of FB, blogs and wikis does not lead

automatically to greater user involvement• Participation restricted to an elite: similarly to any internet service, most social media

applications are used by the cultural and economic elite (“willing and able”, OECD, 2011)• Low quality of contributions and additional "noise": most user-generated content is considered

of low quality and can hinder the finding of good quality content and the delivery of good-quality service

• Loss of control due to excessive transparency: There have been cases where opening-up the conversation has led to loss of control and loss of credibility

• Destructive behavior by users: Conversations can take a negative turn and have a negative impact on trust and collaboration. Moreover, if government is not able and prompt in providing users/citizens with feedback this could have a negative impact on accountability

• Privacy issues: social media applications in the government context could become a further source of sensitive information being published

The role of public servants

Public sector needs organizational change, developing a culture of trust and openness that will allow public servants to take advantage of the benefits that social media offer

Public sector employees fall into three camps on the social media issue and represent all age groups:

– zealots, who love social media for the experience and opportunity they offer – collaborators, who see the tools as helping them do their job better– resisters, who include those concerned with risks of policy violations and,

more compellingly, with having to face an uncertain and changing organizational culture. Sometimes they also use privacy concerns as a screen to block access to information that would suggest they could be doing a better job

Government’s interest in Social Media

• What is used today in Government:– Blogs – moderated discussions�– RSS – Web information updates�– Podcasts – news, information, topics of interest�– Text messages – subscription basis specific topics�– Facebook/MySpace/YouTube �– Video and photo sharing�

• What is interesting for tomorrow:�– Wikis – internal information and customer service�– Google maps – used for marketing localities�– Second Life – advertising�– Others �

Positives of Social Media

• Connect people that may not be reached otherwise, a new �channel for inclusiveness can be created.

• Get the message out effectively and efficiently�• Obtain buy-in from customers through interactive features�• Increase effectiveness internally (tools can be used by �

government employees)• Improve government as it gives new channels of �

communication to people and groups who are not normally heard from during the discussion of issues

• Provide new ways to discuss issues and create forums and �focus groups

Negatives of Social Media �• There are not any journalistic standards applied to social media –

government needs to understand this and analyze content produced about it by external parties or the press and determine the appropriate official response to make – if any response is deemed necessary at all

• Elected leaders, staff and the press may be tempted to relax standards when using social media

• Press can use social media content as fact – regardless of the source, again a government needs to determine the appropriate response when this is done

• Social media tools can cause change in government, which may not always �be positive – including a feeling of direct access to decision makers and the pressure for immediate action – government needs to recognize this and be ready to address these issues

• Social media can amplify the voice of special interest groups and make their opinions appear to be the voice of the majority

THEME 7Enhancement of e-government efficiency: cloud computing and

mobile computing

Definitions

• Mobile Network

• Cloud Computing

WHAT IS CLOUD COMPUTING?

NIST Definition

“A model for enabling convenient, on-demand network access to a shared pool of configurable computing resources (e.g., networks, servers, storage, applications, and services) that can be rapidly provisioned and released with minimal management effort or service provider interaction”

Cloud computing is a style of computing in which dynamically scalable and often virtualized resources are provided as a serve over the Internet.

Definitions

CloudGrid

Cluster

utility Cloud computing is a style of computing in which dynamically scalable and often virtualized resources are provided as a service over the Internet.

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Cloud Computing Architecture

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Cloud Computing Service Delivery Levels• Cloud Software as a Service (SaaS)

– The capability provided to the consumer is to use the provider's applications running on a cloud infrastructure and accessible from various client devices through a thin client interface such as a Web browser (e.g., web-based email).

• Cloud Platform as a Service (PaaS) – The capability provided to the consumer is to deploy onto the cloud

infrastructure consumer-created applications using programming languages and tools supported by the provider (e.g., java, python, .Net).

• Cloud Infrastructure as a Service (IaaS) – The capability provided to the consumer is to provision processing,

storage, networks, and other fundamental computing resources where the consumer is able to deploy and run arbitrary software, which can include operating systems and applications.

SaaS

PaaS

IaaS

Amazon Google Microsoft Salesforce

Service Delivery Model Examples

Products and companies shown for illustrative purposes only and should not be construed as an endorsement

4 Cloud Deployment Models

Private cloud -Enterprise owned or leased

Community cloud-Shared infrastructure for specific community

Public cloud-Sold to the public, mega-scale infrastructure

Hybrid cloud-composition of two or more clouds

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Cloud Benefits for government

• Green IT• • Turns Capital Expenditure (CapEx) into • Operational Expenditure (OpEx)• • Utility billing : pay for use• • responsive delivery of services • • higher service quality• • services to users “on demand”

E-government built on Cloud

Cost efficienciesTime efficienciesPower efficienciesImproved process

controlImproved security“Unlimited” capacity

Cloud Efficiencies and Improvements

• Burst capacity (over-provisioning)

• Short-duration projects• Cancelled or failed missions

• Burst capacity (over-provisioning)

• Short-duration projects• Cancelled or failed missions

$

• Network connectivity• Network connectivity

• Standardized, updated base images• Centrally auditable log servers

• Centralized authentication systems• Improved forensics (w/ drive image)

• Standardized, updated base images• Centrally auditable log servers

• Centralized authentication systems• Improved forensics (w/ drive image)

Process

Process

Process

THEME 8Next Generation e-Government:

Transformation into smart communities

Old Model: e-Government 1G High Costs – Limited Results

E-Gov 1G = Informatization Computerizing the “Brick and Mortar”

(industrial age) government

– Technology/supply/vendor-driven– Ignoring or reinforcing organizational silos– Limited back-end integration and sharing of

data, infrastructure and services– Limited process re-engineering that does not

leverage the full power of ICT– Limited change management – Limited participation of the citizens and private

sector– Government-centric

Current Model: e-Government 2G = eTransformation

E-Gov 2G = eTransformation second-generation model of ICT-enabled govt transformation into citizen-centric and integrated government.

Leading Countries:• Whole-of-government perspective: Singapore, US, UK, Australia, Canada

• Sharing infrastructure and services: UK, US, Singapore, Australia, Canada, Korea, Japan, Denmark, New Zealand

• e-Inclusion-for-all & Multi-channel delivery of services, especially via mobile phones: Canada, Brazil, Australia, Korea, UK, Singapore, India

• Change management and e-leadership: US, UK, Singapore, Canada, Estonia, Moldova, Sri Lanka, Rwanda, Korea et al

• Process re-engineering/admin reform :UK, USA, Canada, Singapore et al

• Secure identification: Belgium, Portugal, Estonia, Malaysia, Pakistan et al

Goals for e-Government Program:

• Address “Digital Divide” issue• Include all residents, businesses, civic groups & �

other interested parties• Transform how we conduct business through e-�

gov business transactions• Create a 24 hour government without walls, �

doors or clocks• Initial Services chosen directly supported 24 hour �

government (access to information and services)

Emerging Model: e-Government 3G = Smart Government

E-Gov 3G = Smart Government: third generation model of ICT-enabled govt transformation into S.M.A.R.T Government :

Social: Not only highly personalized and citizen-friendly service delivery, but also allowing citizens and civil society to co-create with Government

Mobile: Using the latest mobile technologies to deliver information and services, and get contributions from citizens, wherever and whenever they want – by Apps, SMS, Social Media, and Web-on-the-move – using mobile networks and cloud computing at the back-end

Analytics: Using Big Data Analytics to drive policy action and to individualise communications and transactions

Radical-openness: “Open by Default” transforms Accountability and Transparency and engages citizens in co-creation, as well as enable businesses to use data to innovative new services

Trust: Effective Cybersecurity so that services are resilient, available and protect privacy

Collaborative Governance

Aimed at Quality and Participation Using the Virtual Infrastructure:

Mobile Technology Open Data Cloud Computing Social Media

Shift to Demand Orientation and Interaction Citizen as an Active Co-Producer

Social: ICT for Education Complaint Mechanisms for Education Services

• ICT to improve education service delivery in the Philippines.

• Collaboration between government, private sector and civil society; key partners include DoE Manila; Affiliated Networks of Social Accountability.

• Teachers, parents, students can send SMS or go to checkmyschool.org to report issues about quality of education service.

• Facebook, email, and Twitter are additional channels for reporting to local school monitors, who in turn submit reports using their mobile devices.

• Launched in early 2011, Check My School has over 8,500 of the country’s 44,000 public schools in its database.

• Network of more than 350 volunteer information intermediaries (“infomediaries”), who help engage the community with this tool.

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With OpenStreetMapsWith Google Maps

ICT for Urban Development

Mobile: ICT for TransportTracking Traffic Jams

• Bey2ollak is a cross-platform mobile app allowing users to share real-time information about Cairo and Alexandria traffic.

• Blackberry version launched in October 2010, received 5,000 users on the very first day.

• On the day Bey2ollak launched, Vodafone Egypt approached the founders with an offer to sponsor the app.

• Including iPhone, Android, Blackberry, and web, the services has more than 46,000 daily users.

Tomorrow’s E-Government:Transforming Service Delivery Across Economy

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Mobile – largest delivery platform with 6+ billion subscribers

Climate Change

Trade

Governance

Ener

gy

Agriculture

Heal

th

Finance

Transport

Chile: Taxes online (from 25 days to 12 hours)

India: Land Title Certificate (from 3-30 days to 5-30 min)

India: interstate check posts for trucks (from 30 min to 2 min)

Philippines: customs online (from 8 days to 2 days)

Kenya: m-payments (15 million users)

Rwanda: Reaching HIV/Aid patients (from <30% to over 70% treated at early stage)

Botswana: Quality reporting and m-payment of energy bills

Smart grids, water resource management, Early Warning system

Leadership

Policy/Legal Framework

Applications & Co-Creation

Institutions

Technology/Infrastructure

Innovation Financing

Citizen Engagement

Capacity Building

Smart Government Ecosystem: Key Components