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
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