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“Social Media to Innovate and Engage Citizens in Service Delivery” 25 – 27 June 2012 United Nations New York Institutions and Leadership Capacities to Innovate and Engage Citizens in Service Delivery Dennis Anderson, Ph.D. Professor St. Francis College USA

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“Social Media to Innovate and Engage Citizens in Service Delivery”

25 – 27 June 2012 United Nations

New York

Institutions and Leadership Capacities to Innovate and Engage Citizens in Service Delivery

Dennis Anderson, Ph.D.Professor

St. Francis CollegeUSA

About Me

Professor & Chairman of Management and ITSt. Francis College, USA

Fulbright Scholar/Specialist in IT

High-level Adviser, United Nations Global Alliance for ICT & Development; advised UNFPA, UNDP, UNESCO, UNECA on Sustainability, PPP, E-

government, E-Governance, and ICT

Private Sector & NGO Adviser, Various organizations including CIO, Computerworld, Microsoft, ICDW

Judge, World Summit Awards, CIO 100, Imagine Cup, Computerworld Honors, Emmy Awards for Advanced Technology

http://www.drdennisanderson.com/

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Agenda� Linking Global Issues to the Local Issues

� Three Levels of E-Government

� Today’s Global Challenges and Opportunities

– Unemployment + Youth Population

– Unsustainable Resource Management

� Web 2.0, Social Media Technologies, and Mobile Tech nologies

– M-Government

� Public-Private Partnership Opportunities

� Summary

� Q&A

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To Understand the Needs, One has to Understand the Global Issues

� Poverty� Water� Health� Food� Energy� Climate Change� Population Growth� Too many to list

� Then local issues linked to these global issues (water access, clean air, access to education, etc.)

� Priority?44

� Governments have a larger role to play.

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Smart Cities?

� Carbon neutral, green cities� Many old cities

� Potential (if we harness the power of smart IT)– NYC Traffic – Policy, Planning, Implementation,

Improvement

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Corruption Perceptions Index 2010Transparency International

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Big PictureBig Picture

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$7.8 T(Worst Case Total Cost of Financial Crisis to the US Gov.)

Who knows what’s good for the citizens?

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ICT + Government = What?� A lot of potential, enabler, change agent, open to public

� E-government is NOT about infrastructures and/or resources (ERPs, Internet, mobile phones, etc.).

� It is really about the government and what it wants to be to itscitizens. "...Government of the people, by the people, for the people, shall not perish from the Earth." (A. Lincoln)

� Government has to know what it can do and what it cannot do (if PPP to be effective). If the government does not support entrepreneurship, e-government will not produce any economic output. E-government could make the government less accessible, i.e., using only one platform or language.

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ICT + Government = What?� 3 Levels of E-government*

– Uni-directional (massive data processing centers, fractured, duplicated, disconnected, inefficient systems, GIGA, no PPP)

– Bi-directional (Organized ICT management, ICT as an enabler, automation of processes, massive data analysis, duplicated, still disconnected but better systems, providing the government services in cost-effective ways)

– Participatory multi-channel

� E-government could (if applied correctly)– cut cost (i.e., e-paper, e-procurement, energy)– reduce corruption (Obama Administration's performance.com)– reduce inefficiency– stimulate economy (i.e., tourism)– provide access (i.e., WIFI)– Improve infrastructure management

� Understanding organizational culture, meeting needs, optimizing processes are keys!

14* United Nations Global E-government Readiness Report 2005 mentions five stages, p. 16; The Report for Congress “A Primer on E-government”, 2003 mentions four stages

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Common Services for Citizens� Income taxes: declaration, notification of assessment� Personal documents: passport and driver’s license

� Certificates (birth and marriage): request and delivery

� Job search services by labor offices� Social security benefits

� Car registration (new, used, imported cars)

� Application for building permission

� Declaration to the police (e.g. in case of theft)� Public libraries (availability of catalogues, search tools)

� Enrolment in higher education/university

� Announcement of moving (change of address)

� Health related services (interactive advice on the availability of services in different hospitals; appointments for hospitals

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The annual report “The User Challenge - Benchmarking The Supply of Online Public Services”prepared for the European Commission, Directorate General for Information Society and Media, September 2007; Sweden ranked #1 in the United Nations E-government Readiness, 2008

Big Challenges

� Recent News Headlines about Arab Spring (Tunisia, Egypt, Bahrain, Libya, Yemen), India, London – Common Theme?

� Youth Population + Unemployment (99% vs. 1%) + Social and Mobile Technologies� Unsustainable Resource Management

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Jobless Recovery

� More efficient in what we do by automating many of things that we used to do manually. As an IT community, we have been driving this efficiency for decades and finally, it is more profound and noticeable.

� Shifted low-level skill jobs to outsourcing.

� Moving from a service-oriented to a knowledge-oriented society, which demands a more analytical workforce. In this environment, more can be done with less people.

� We simply have not kept up with innovation, so that there is no next big industry to move the excess in the labor pool. In addition, many displaced workers may not have the high-level skills to move into the new high-tech industry and it will take too much resources and time to equip these people with the appropriate skillset.

� Finally, there is a lack of emphasis on STEM education, a vital element for success.

1818http://technet.microsoft.com/en-us/hh368256.aspx

To a young person

� E-Government means?

� A typical response in the US – idk or online banking

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Game Changers

� Web Technologies, Virtualization, SaaS, Cloud Computing

� Mobile Technologies– Mobile &Smart Phones (about 4.6 billion subscribers)1 ;

“Ninety percent of the world population, and 80 % of the population living in the rural areas, has access to mobile networks.”2

– Apps

� Social Networks

2020

1. "Number of Cell Phones Worldwide Hits 4.6B". CBS News. 2010-02-15. http://www.cbsnews.com/stories/2010/02/15/business/main6209772.shtml.a

2. M-Government: Mobile Technologies For Responsible Governments and Connected Societies, ITU, OECD, 2011

Game Changers?� Social Media Technologies

– Twitter (around 200 million people)1

– Facebook (over 800 million people)2

– Blog (over 156 million public blogs)3

– YouTube (over 14.6 billion videos)4

–– FlickrFlickr– Google+ (24 million+)

– Power of social media technologies, i.e., Tunisia and Egypt

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1. "bbc.co.uk". BBC. http://www.bbc.co.uk/news/business-12889048. Retrieved 28 March 2011.2. "Goldman to clients: Facebook has 600 million users". MSNBC. January 5, 2011.

http://www.msnbc.msn.com/id/40929239/ns/technology_and_science-tech_and_gadgets/. Retrieved July January 15, 2011.

3. "BlogPulse". The Nielsen Company. February 16, 2011. http://www.blogpulse.com/. Retrieved February 17, 2011.4. “comScore: YouTube Reaches All-Time High of 14.6 Billion Videos Viewed In May. Retrieved June 24, 2010.

Citizens/Customers

Citizens/Customers

Social Network Bubble

� Linkedin and Facebook IPOs (FB served a trillion pageviews to 870 million unique users in June, 2011)� Commercial drive

� Recent Trend – Social Media & News Aggregators, Micro social network markets� The next thing?

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Q. Where does a government fit in?Q. Where does a government fit in?

�� Challenges and Opportunities (Security, Challenges and Opportunities (Security, Privacy, Open Access, Optimization, Talent)Privacy, Open Access, Optimization, Talent)–– InternalInternal

–– ExternalExternal

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M-government� Extended full or partial e-government services via mobile

applications and technologies (integrating social networks).– Filing personal income with Intuit’s SnapTax app on iPhone or

Android phones– Texting for disaster relief fund– Payments– Emergency Announcements and Public Information

– Distribution of public health notices, public policy announcements, transportation information, solicitation of input (i.e., open review period), setting priority in public projects, etc. can be done by engaging citizens in social networks

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What does it look like?

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Citizens/CustomersCitizens/Customers

Agile + Ubiquitous E/M-government

Agile + Ubiquitous E/M-government

BusinessesBusinesses NGOsNGOsFront-end Office Technologies- Web-enable ApplicationsM+SM+S

M+SM+S

M+SM+S

M+SM+S

Level 3: Citizen-centric Participatory E-government

� E-Government– Fully integrated e-system for all government functions (taxation,

procurements, social services, health benefits, etc.); participatory system – Government ICT = massive intelligence processing center and fully

integrated, connected, consolidated, multi-directional, efficient systems; Greater PPP opportunities

– M-government (extended mobility and accessibility)

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Back-end Office TechnologiesBack-end Office Technologies

Front-end Office Technologies- Cloud Applications

Front-end Office Technologies- Cloud Applications

Citizens/Customers

Citizens/Customers

Examples : Participatory or Interactive E-government

Direct participation impacting government policies or politicsMostly push out services� “Casting of ballots via mobile phone by over 70% of 300,000 voters in

the Republic of Korea in the October 2007 poll for the presidential candidate for the United New Democratic Party.”1 and e-contracts using mobile public procurement service

� E-voting in Estonia using Mobile ID 1

� Crime or complaint reports� NYC 311

� Should we build a nuclear power plant in our city? Safety, Disaster Plan, Health Issues???

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1. M-Government: Mobile Technologies For Responsible Governments and Connected Societies, ITU, OECD, 2011

Level 3: E-government and Beyond

� Strategy, Governance – National strategy– PPP– Sustainability– Global e-Governance will emerge– Primary purpose – Better serving the citizens

(customers) and increase the revenue (tax)

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E/M-government – Connecting the National Government to the Local Governments

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Citizens Issues, Needs

Citizens Issues, Needs

National GovernmentDepartments and Agencies

National GovernmentDepartments and Agencies

Back-end Office Technologies

Business, Vendors, Partners

Business, Vendors, Partners

NGOsNGOs

Front-end Office Technologies

Local GovernmentsLocal GovernmentsFront-end Office Technologies

Back-end Office Technologies

Public-Private Partnership (PPP)

Civil Societies, NGOs, Academia

Governments, AU, EUServing Citizens

United Nations, IMF, world Bank

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Global Partnership

Private Sector

� Governments cannot do everything (Health, Education, Information Access,social services, infrastructure, etc.)

� PPP is new to governmental organizations� Not a vendor relationship� Partnership and Corruption� Ecosystem to create win-win for all partners� Goal is not for pure profit gain; Should be about global community interest

(education, health, infrastructure, etc.)� ICT Role

Summary

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L3 –Comprehensive global strategy

L2 – Somestrategy

L2 – Somestrategy

L1 – No comprehensive strategy

Uni-directional E-governmentDisjointed network

Bi-directional E-governmentMostly wired network

Bi-directional E-governmentMostly wired network

No economic benefit

Some economic benefit

Some economic benefit

Full economic benefit

Accountability Accessibility TransparencySustainabilityPPPInnovative solutions Participatory E-governmentMobility – M-government

Anti-corruption, Culture, Political Reform, Laws, Open GovernmentAnti-corruption, Culture, Political Reform, Laws, Open Government

National Strategy, Prioritization of Services, Optimization, Partnership National Strategy, Prioritization of Services, Optimization, Partnership

Thank you!

Q&A

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Source:

Contact Information

Professor Dennis Anderson, Ph.D.St. Francis College

New York, USA

[email protected]

www.drdennisanderson.com

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