government as a platform: engaging the public with social media

government as a platform engaging the public with social media

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Patrick McCormickActing General Manager

Online Collaboration and Citizen Engagement

Department of Justice Victoria

19 July 2011

FutureGov Forum Sri Lanka Colombo

1 we are here now

2 changing the rules

3 terms of engagement

4 Justice 2.0

government as a platform engaging the public with social media

• population of 5 million• fast growing (6.2% 96-06)• 28% born overseas• finance, insurance, higher

education, manufacturing

• 87,806 sq mi

Victoria

Government of Victoria – views are my own

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

1. we are here now

For these technologies will produce forgetfulness in the minds of those who use them, because they will not practice their memory. Their trust in online information, produced by external sources which are not part of their learning, will discourage the use of their own memory within them. You have invented an elixir not of memory, but of searching; and you offer people the appearance of wisdom, not true wisdom.

For these technologies will produce forgetfulness in the minds of those who use them, because they will not practice their memory. Their trust in online information, produced by external sources which are not part of their learning, will discourage the use of their own memory within them. You have invented an elixir not of memory, but of searching; and you offer people the appearance of wisdom, not true wisdom.

For this invention will produce forgetfulness in the minds of those who learn to use it, because they will not practice their memory. Their trust in writing, produced by external characters which are not part of themselves, will discourage the use of their own memory within them. You have invented an elixir not of memory, but of reminding; and you offer your pupils the appearance of wisdom, not true wisdom.

- Plato 370 BC

(AGIMO: Australia in the Digital Economy, 2009)

Australians prefer the web

and are spending more time online

according to comScore’s State of the Internet 2010• 18.8 hours per month online on average• 36.3% used Apple iTunes• 42.6% used online banking services• 81.6% used social networks

but does social media matter?

http://www.youtube.com/watch?v=sIFYPQjYhv8

the internet is evolving

14

term Web 2.0 coined by Tim O’Reilly in 2004 technology book publisher and net guru

• growth of user generated content• rise of blogs, wikis, photo and video sharing sites• comments, ratings, links as social capital• extension of peer to peer networks to mobiles

the Internet makes social media possible

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

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

the public sector is also evolving

1. 20th century administrative bureaucracy2. new public management - performance 3. triple bottom line - shareholders and stakeholders4. co-productive, shared enterprise, Gov 2.0

read-onlyrigid, prescriptive, hierarchical

read-writeagile, principled, collaborative

so what is Gov 2.0?

the new economy begins with technology and ends with trust- Alan Webber 1993

web 2.0

Gov 2.0

government

Web 2.0 presents new challenges for public sector

public sector

public goods

public policy

public services

we need to go back to first principles

public purpose

public sector

public goods

public policy

public services

public purpose

trust

Gov 2.0 is not about technology

but Gov 2.0 is powered by technology

citizens

internet

governmentPSI

technology

public purpose

trust

Gov 2.0 begins with public purpose and ends with trust

technologycitizens

governmentPSI

internet

the public sector needs to change

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 challenges • culture of experimentation and collaboration• open access to public sector data and information• voice of authenticity, uncertainty and contestability

2. changing the rules

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

modern and capable - a culture of collaboration

conversations, questions, problem solving

seeking and rating colleagues’ ideas openly

working together across boundaries

video socialises important information

inviting staff to be content creators

modelling best practice through social media

http://www.youtube.com/watch?v=8iQLkt5CG8I&feature=youtu.be

3. terms of engagement

co-production with or without us

• “information wants to be free”- Stewart Brand at first Hackers' Conference 1984

government making itself more transparent

citizens making government more accountable

new opportunities for citizen-sourced solutions

13 July Mumbai bomb blasts spark grassroots social media response

CNN http://edition.cnn.com/2011/WORLD/asiapcf/07/14/india.blasts.help/index.html?hpt=hp_bn2

aggregating info to aid responders and search efforts

have compiled numbers and areas where help is available, add and share please

establishing trusted presence on new platforms

responding to 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 D̂

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. D̂

@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

4. Justice 2.0

CFA, Black Saturday, Flickr

worst natural disaster in Australia’s history

Victorian Fire Map 9 February 2009, dse.vic.gov.au

sharing emergency info in timely, convenient way

going where people are to build trust and improve access to information

9,300 fans x average of 150 friends = 1,209,000 people

citizen engagement takes many forms

mobile apps extend the front line response

Are you FireReady?

citizens helping themselves and their neighbors

fostering shared responsibility

greater transparency to reduce costs

and confirm public safety objectives

community driven crisis response

thinking globally, collaborating locally

online services focused on business objectives

Online collaboration & citizen engagement

Online communication

Social media

Gov 2.0 legislation & public policy

Online monitoring

• Supporting programs and delivering key information through online channels

• Providing advice and guidance on emerging policy and legislative issues

• Optimising internal and external use of new tools to deliver on DOJ objectives

• Analysing, reporting on effectiveness of online channels against objectives

Justice online services strategy (yrs 3-4)

1. Establishing New platformOnline services are stable, reliable, interoperable

2. Delivering Better informationInformation is accessible, accurate, searchable, re-

usable3. Enabling Self service

Providing citizen centric services and co-production

4. Supporting Mobile webEnabling device agnostic services anywhere, anytime

1 we are here now

2 changing the rules

3 terms of engagement

4 Justice 2.0

government as a platform engaging the public with social media

Thanks!

Patrick McCormickpat.mccormick@justice.vic.gov.au@ solutist

follow Justice on Twitter@ justice_vic

Questions?

re-using this presentation? the fine print…

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• Under the following conditions– you must attribute the work to the author:

Patrick McCormick (pat.mccormick@justice.vic.gov.au or paddy@post.harvard.edu)– 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