ibm smarter government series 2011 10 - web2.0

Get Social

Mike Handes @mikehandesSocial Business Innovation Lead, IBM27/10/2011

Connected

© 2009 IBM Corporation

Building a smarter planet

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Agenda

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CHANGING DEMOGRAPHICSMedian ages are rising in the developed countries.

RISING ENVIRONMENTAL CONCERNSSocieties and governments are becoming more attuned to what the earth can provide and what it can tolerate.

GROWING THREATS TO SOCIAL STABILITY AND ORDERFrom terrorism to armed conflict to pandemics to natural disasters, the character of threats is changing.

ACCELERATING GLOBALISATIONCountries and societies are becoming more economically interdependent across social, political and cultural boundaries.

EVOLVING SOCIETAL RELATIONSHIPSToday, governments are expected to deliver results and value through secure, private services that are available anywhere at any time.

EXPANDING IMPACT OF TECHNOLOGYThe adoption of the Internet is remaking the landscapes of business, healthcare and government.

Today’s imperative: Managing within the current global financial and economic crisis in a way that begins to solve the above challenges and lay a foundation to build a better future.

IBM's Government 2020 ReportGovernments must simultaneously deal with the effects of six drivers that are reshaping our world, while building a foundation to promote the future prosperity of citizens



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Mainframe

PCs

Internet

Social

Departmental

What’s your Social Government Agenda?

The Fifth IT Era: The era of Social Government



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More than 700 million active users 700 Billion minutes usage a month30 billion items of content shared a month

190 Million tweets per day500,000 new accounts per day

2 Billion videos watched daily24 hours of video uploaded every minute



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Australia Internet & Facebook Usage

109% increase in 55+ access social

media via mobile

116% mobile device

penetration in Australia



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Government Collaboration

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By thinking and acting in new ways, government leaders have the opportunity to make policy decisions and develop plans that will make a lasting contribution to the economic health and welfare of their communities.



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Social Gov

New Channels

Healthier Eco-system

StrongerRelationships

Workforce Optimisation &

Ideation

Listen, Learn, Measure, Take Action

G2BG2B

G2EG2E

G2CG2C(your domain)(your domain)

ConsumerConsumer DomainDomain

SocialSocialAnalyticsAnalytics



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Social Gov

StrongerRelationships

New Channels

G2BG2B

G2EG2E






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"We estimated that around 70% of our work during the crises was proactive...previously up to 90% of the unit's work in crises was reactive.”



1111



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Socialise from your site and Social Media sites

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Enable customers to get problems resolved quickly

Drive innovation by supporting idea contribution

Allow customers to provide feedback



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…developing and going mobile…



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…and the Canberra govhack version



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“Apps for Democracy produced more savings for the D.C. government than any other initiative”.

Vivek Kundra, former CTO of DC.

Open data finds people who care and can do something



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Democratization of Data - Citizen Mashup

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Regional Performance Helps citizens answer “How is my

region doing in increasing recycling rates?”

Explore recycling data by region View up to minute news on

recycling Built in 30 minutes

City Performance Helps citizens answer “How

can I improve my city’s household recycling?”

Find local recycling centres and what they recycle

Local news on city recycling performance

Built in 15 minutes

Challenge: Empower the community by

making government data accessible via a single platform in a format which can be personalised and shared

Solution: 570+ feeds of government data

available for creating customized mashups to put citizens in control



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Social Gov

Listen, Learn, Measure, Take Action

G2BG2B

G2EG2E






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Boston Police Monitoring 18 June 2011 Stanley Cup Parade Intelligent Policing – One Million Fans

www.geocop.com

www.tactweet.com

What are people saying about your agency, policies, issues?



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Analytics Command Centre



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• Consumer / Employee Insight

• Assess sentiment, affinity & evolving topics• Weigh employee interest & engagement

Applying analytics: Social Insight Inside the Organization



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Social Gov

G2BG2B

G2EG2E




Healthier Eco-system

Workforce Optimisation &

Ideation



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Drivers for Government Adoption of Social Initiatives

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Net Generation

Need to Improve

Performance

Virtual /Remote Work

Growth of Knowledge

Workers

Complexity necessitates

collective intelligence

Trend Towards

On the Job Learning

Need to Drive

Innovation

ChangingDemographic Social Social

Government Government



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Every week, 42% of people use the wrong information to make decisions

91% of CEOs say they need to restructure the way their organizations work

Every week businesses waste 5.3 hours due to inefficient processes

Employees spend 25% of their time just looking for information

18% of the average working day is spent on ''work that wasted time and effort'' - Australian Productivity Pulse survey

Why is it important to use social software in the enterprise?



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within this environment, leaders need to focus to three key initiatives

*IBM CHRO Study, 2010

Relative future importance

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Sourcing and recruiting from outside the organization

Evaluating workforce performance

Efficiently allocating the workforce

Managing labor costs

Fostering collaboration and knowledge sharing

Rapidly developing workforce skills and capabilities

Enhancing workforce productivity

Retaining valued talent within the organization

Developing future leaders

Rel

ativ

e ef

fect

iven

ess

Importance of workforce challenges in the next 3 years vs. effectiveness

“We are not as good at innovation as efficiency. The HR function should help to build an innovative culture, create forums, develop leaders and find ways to measure and reward innovation.”

Veronica Rörsgård,SVP HR, Skanska

To drive growth and operational efficiency



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Where do good ideas come from?



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Do we create opportunities for serendipity?



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So what is social software? (cont)

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A lot of the issues are symptoms of an overwhelmed content-centric model



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We believe content revolves around people



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Who’s Who in the Zoo



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Profile Page | Know & be Known



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How can I find the expertise?



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Email Hoarding of Business Information



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Files | sharing, not hoarding



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Retain knowledge...even after the person has left



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Maze to information & Organisational Boundaries



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Communities | Stimulating innovation & creativity



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Mini Projects – 3 days, 3 weeks, 3 months Repeatable Patterns – Templates Integration – Social Everyplace

E-mail “ Team Places”Activities

IBM Connections - Activities



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Social Analytics: End UsersPeople-centric v Document-centric



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Driving User Adoption – Put It In front of their eyeballs!

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Put It In Front Of Their Eyes:In context Integration



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Connections enhances Outlook, Office, Explorer, & Sharepoint



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Android iOS Blackberry

From wherever your people are...from whatever device



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● 3200 staff and 700 field data collectors – economic, business, environmental, population/demographic statistical outputs

● 9 offices located in all capital cities across Australia

Challenges● Recruiting quality staff● Virtual teams are a reality● Resource Constraints● Increasing demands● Security and

confidentiality

Knowledge fragmented Information hard to find External collaboration

requirements

Solution – IBM ● Enterprise-grade solution● Leverage new ways of working● Complement existing systems and

not replace

Benefits ● Online communities formed around

interests, technologies● Best practices now emerging

● Speeding the induction process● New staff familiar with social tools● Context, “why” rather than “how”

● Senior managers communicating with dispersed teams via Blogs

“With IBM Connections ABS can use business-grade social software, straight out of the box.”

Dale Chatwin, Director, Knowledge Management Initiative, ABS.

©2011 IBM Corporation

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Realized benefit - median improvement %

(*) “The rise of the networked enterprise. Web 2.0 finds its payday” – McKinsey Global Survey Results, 2010

Social Business in ActionSocial Business in Action

Client ROI References*Primary GoalsThe value of Social Business for HR and Workforce Transformation is real

Increase speed of access to internal knowledge(realized by 77% of respondents)

Reduce internal communications expense(realized by 60%)

Increase speed of access to internal experts(realized by 52% of respondents)

• Faster on-boarding & M&A = 10% lower cost

• Reduced new employee training costs 15%

• Compressed employee communications time = $2M

• Virtual teamwork reduces travel frees $8M

Key Opportunities for ROI

*as projected by IBM BVA client



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● IBM Connections install base grew 34% in 2010. ● IBM is positioned in the leadership quadrant in the

2009 and 2010 Garter Magic Quadrant reports● 35% of Fortune 100 have purchased IBM Social

Software

IDC identified IBM as the marketshare leader in Social Software Platform providers for a second year in a row July 2011 IBM.com press release

IBM Social Software is the market share leader

http://www-03.ibm.com/press/us/en/pressrelease/34856.wss

http://www-03.ibm.com/press/us/en/pressrelease/34856.wss



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Source: “Get Bold: Creating a Bold Social Media AGENDA for Your Business” by Sandy Carter,ISBN: 0132618311, Copyright © 2011, IBM Press

A

GE

NDA

Align Government Agency Goals & Culture

Gain “Social Friends” Through “Social Trust”

Engage through Experiences

Network Your Agency’s Processes

Design for Security, Reputation & Risk

Analyze Your Data

The Social Government Agenda



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VisionVisionExploring the art

of the possible

Workshop 1

RoadmapRoadmapDiscussing the art

of the probable

Workshop 2

SolutioningSolutioningPragmatically detailing business

and technical requirements

Workshop 3

The IBM Social Government Agenda Methodology

Business Business

OutcomesOutcomesCapabilityCapability



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Complimentary Social Government Agenda Workshop (2-3 Hours)

Lead your organization's Social transformation

Additional Special OffersIntra-Agency Social Collaboration● 50% off the Entitled Price for IBM Connections

Citizen/Customer Engagement● 55% Off Entitled Price for IBM Customer Experience Suite

*Order must be placed before December 15 2011



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Mike HandesMike HandesSocial Business IBM Software Group

Sydney, Australia+61 2 9463 [email protected]

ibm smarter government series 2011 10 - web2.0

Technology

social insight

social software

entitled price

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overwhelmed

government

2009 ibm corporationbuilding

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