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Omar RashidUsing Technology to Improve Citizen Engagement, Local Government Success Stories

Canadian Public Sector, Director, Local & Regional Governmentomarr@microsoft.comhttp://www.twitter.com/omar_rashid

Using Tech to Improve Citizen Engagement

Today, the demands on governments to serve citizens and businesses have never been greater. Governments face increasing expectations to do more with less to better meet citizens' needs. The use of technology to meet and exceed these expectations is a necessity. According to UN Habitat, within two decades, 60% of the world's people will be urban dwellers; a fact that will have profound consequences on citizen engagement and service delivery. Join Omar Rashid as he discusses how the cities of Edmonton, Vancouver and others across Canada and the world are leveraging open data and cloud services to improve citizen engagement and prepare for future growth.

Government Citizen Relationship

Citizens expect YOU to deliver, yet we understand the least about government

Government is NOT easy Freedom of Information Request Publishing expense reports and salaries – now

that’s open Job evaluation every 4 years Unlimited Liability

Balloon Boy Hoax & Public Service

WHAT DRIVES GOVERNMENT?

Seniors comprised 13% of the population in 2004, but are expected to hit 24.5% by 2036

At the Federal level, 1 in 3 employees is over the age of 50 and approximately 33% of them are eligible to retire by 2015

In British Columbia, 45% of managers and 35% of bargaining unit employees are eligible to retire by 2015 – same pattern holds true for all levels of government

Increased urbanization with more than eighty percent (80%) of Canada’s population residing in urban areas

Citizens may not (at times) be impressed with government... but

Citizens rely on their government, especially in the time of crisis

Sunrise Propane Explosion

Citizen Expectation for Information

Observation: It took 6 hours for information to come through the media while videos of the explosions were posted to YouTube within minutes of the blast.

Investigation on-going, 2 fatalities

Photo Credit: Toronto Star

1.6Km

1Yukon LaneUnified Command

Governments need to do more with less Citizens have expectations of

increased/better service and greater involvement

The Web has changed everything Governments are seeking the input of their

citizens Head of helicopter crash inquiry invites input

Opportunity to act – before citizens become completely disillusioned http://makeyourmarknl.ca/ FixMyStreet.ca

Reality

Keep Tabs on your MP

Risk

… candidates had been warned something like this could happen, saying even though the pictures were posted on a private page, "once you become a public figure, everything is public.“

B.C. NDP Leader Carole James in reference to a candidate resignation after photos on his private Facebook page became public.

City of Winnipeg highlights criminal activity on Craigslist

Expectations

Constituents are in Control

Strong desire for greater empowerment

Using the Web more than ever for research

Expect rich Internet experiences

Increasing diversity of access, anywhere, anytime

Privacy, Security, Reliability, Availability, Interoperability

Social tools provide a deeper connection with constituents

Provide vehicles for citizen engagement and consultation

Augments more formal delivery channels

Appreciate the service delivery impact of these services

Looking to revitalize democracy

Elected officials enjoy the connection to their constituents

Constituent Government

Myth 1: Governments don’t want to engage citizens

Myth 2: Young people don’t want to be engaged

The sentiment behind Web/Gov 2.0: I need to be engaged faster and this is where I am

Web 2.0 is not about you being out of touch and someone else being hip. Social is about reaching out, collaboration and connecting those who want to know with those who do know Some governments have adopted proactive

mentoring Canadians rank #1 worldwide for social

network use; Internet is the 3rd most used medium; >75% connected

A Common Ground

CANADA AS SUCCESSFUL MODEL

External View

Canada’s External Analytical View

The Analytical Neutral View

3

The Global Competitive Report 2009-2010from the World Economic Forum

Efficient Processes

Engage Citizens

Invest in Infrastructure

Canada’sExternal Analytical

View

The Analytical Neutral View

4

Efficient Processes

Engage Citizens

Invest in Infrastructure

The Global Information Technology Report 2010from the World Economic Forum & INSEAD

OBSERVATIONS

Canada Egovernment Readiness index (Government Readiness Rank 7)

Canada ICT Use and Government Efficiency (Government Usage Rank 22)

Importance of ICT in Future Vision of Gov (Government Readiness Rank 35)

Accelerate Cloud Focus

Connect Online Services to promote Government Efficiency

Best Practices Public Sector

Best Practices in Public Sector (Consulting View)

5

Take a Citizen-Centric Approach

Two-Way Communication

More than a Service.. An Experience

Citizen Knowledge

Be Transparent, Be Accountable

Creating Shared Responsibility for Better OutcomesHow to excel servicing citizens and customersfrom Accenture, 2009

Copyright © 2009 Accenture

ELEMENTS OF SUCCESS

Citizen-CentricOrganize services and information around them

Multi-Channel DeliverySeamless and Pleasant Experience all across

Work at Local, Regional and National LevelIntegrated Services

Reach Citizens & CustomersEnsuring they are well informed and serviced

KEY ENABLING PRACTICES

Better Service starts with Better Understanding

Engage, Listen and Respond

Harness All Available Resources

Be Transparent. Be Accountable. Ask for and Act on Feedback

Next Generation in Government

Next Generation in Government (Technology View)

6

Gov 2.0 for the Net Generation

Participation thru Technology

Enterprise IT Strategy Approach

Progressive Integration

Productivity thru Workflow Collab

The Way to Gov 2.0An Enterprise Approach to Web 2.0 in Government from Microsoft, 2009

Real-Time Communication and Connection (Wikis, Blogs, Tweets)

Web 2.0 A New Level of Democracy

Gov 2.0 Web 2.0 + Enterprise IT Strategic Approach

Delivering Better Citizen Services Promoting Public Participation

A NEW GOVERNMENT FOR THE PEOPLE

By Giving Power to the People thru Information-Sharing that is Crucial for Openness and Transparency

By Delivering Better Citizen Services thru Effective Response Times and Information Access from the Government

By Providing Government Employees with Better Productivity Tools so they can deepen their focus on delivering optimal service

KEY ELEMENTS IN AN EFFECTIVE IT

Interoperability

Trustworthy Computing

Standardization

Effective Workflows

Progressive Integration

Enterprise Infrastructure

Trustworthy Computing

eScribe for Government

Agenda Proposers View• Initiate Agenda Items• Upload and Share Files with Co-Workers• Receive Workflow Task Notifications from Meeting

Clerk / Council Administrators View•Manage Meeting Schedules and Logistics•Manage Agenda Creation (Approvals)•Conduct the Meeting•Assign Follow-up Tasks and workflows to Agenda Items•Publish Agendas and Minutes

Councilor / Elected Officials View• View Upcoming and Historical Agendas and Minutes in Advance• Prepare and Store Comments/Questions for Upcoming Agenda

Items• View Agenda Item Details Online While Meeting are in Progress• Vote and Provide Feedback Online During Meetings• Assign Personal/Departmental Follow-up Tasks and Workflows

Select Ontario

www.niagaraimmigration.ca

“I Really I see it as becoming just a Government norm to be honest. I think dropping the "e" is inevitable. We do hope to continue along from just having a participatory government to an interactive government, and levering the Web and technology.”Connie McCutcheonIT Web Services AdministratorRegional Municipality of Niagara

Open Government Data Initiative

http://www.microsoft.com/industry/government/opengovdata/default.aspx

http://ogdisdk.cloudapp.net/

Why OGDI?

Help government organizations to Accelerate data publishing plans Publish data more efficiently

Promote cloud computing use by government Tap into the cloud today (Windows Azure) Learn by doing Drive policy based on experience

Promote use of government data by citizens and businesses Motivate government to publish more data and

improve data quality

Using OGDI – City of Edmonton, Canada OGDI gives government organizations

greater local control (look & feel, ability to publish data off of acustomer’s owndomain.

Using OGDI – VanGuide Vancouver Open Data Cloud catalogue via OGDI Runs on Windows Azure,

Silverlight, BING maps and twitter

Plus mobile client to create a social map of Vancouver

Available on CodePlex as an Open Source project

Using OGDI – City of Miami 311 System Allows residents to monitor requests for services

such as a list of reports of potholes, abandoned vehicles and code violations ~ 4500 issues any given time

City is considering revenue generating ideas such as creating custom data aggregation and mashup services that could be sold to businesses

Cloud deployment sped development & eliminated costlyinfrastructure

Miami is making their solution available to other government agencies

City of San Francisco 311

Use of Twitter as another channel for their city call centre

http://sftwitter.sfgov.org/twitter/index.php?

• Download & Deploy CSP

Applications from Azure

• A web 2.0 platform and

CSP App Store Community

• Gov 2.0 modules, Agenda

Management, Content Packs

• Connected directly to

GovSpark

Application Store

City of Vancouver Open Data Catalogue

TaxiCity.ca

Master students at Digital Media Program at Great Northern Way University in Vancouver

Used open data published by the city to develop a game for visitors/citizens to drive around the city (virtually) using a taxi

Published code back to the community to share

How useful is a game?

Steps to making data open

Have data available in a format that is consumable

Determine appropriate Terms of Use Both Vancouver and Toronto have great examples

Where will the data reside? Existing website, new site, or 3rd Party? Edmonton used the OGDI catalogue within their

existing site

Gov2Social

Martian Town Hall

Focus on the needs of the people to whom the services are being delivered

Policy is important

Be successful on your own terms

BePublic

A website that shares success of government using ICT as a lever to serve and engage citizens and drive positive public policy outcomes

Launch will be end of May 2010

Resources

www.gastaxatwork.ca http://data.edmonton.ca/ http://vanguide.cloudapp.net/ http://data.vancouver.ca/ http://miami311.cloudapp.net/ www.brampton.ca http://www.ontariocanada.com/ontcan/1medt/en/home_en.jsp http://www.toronto.ca/open/catalogue.htm http://seeclickfix.com/citizens http://gov2social.cloudapp.net/ http://beamartian.jpl.nasa.gov/townhall http://code.msdn.microsoft.com/TownHall

© 2008 Microsoft Corporation. All rights reserved.This presentation is for informational purposes only. Microsoft makes no warranties, express or implied, in this summary.

Citizen App Store

“GovDock”(Infrastructure, CSP 1.0, SP2010, CRM 5.0, Citizen “Data

Vault”)

Tax LOB Land

Registry

PubApp PubApp GovApp

OGDI

api api

Citizen Service Bus- provides abstraction to native Govt Entities

Govern

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latf

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