why we should no longer distinguish web from ict

Web and ICT – now indistinguishable?

Richard SteelPresident, Socitm

Presentation to PSF 5 June 2008 2

10 Years of Better connected

• Ten years of change

• Ten years of learning

• Ten years of challenge

• Ten years of seeding the debate!

• Ten years of looking ahead…

Tom Steinberg

By 2018 nobody will know or care where the information and service they’re getting are coming from. All that will matter is that they are easy to find, and that the systems they use to access them rate them as trustworthy. Furthermore, the idea of finding information will perhaps seem somewhat quaint in its own right, information will most often find its way to you through a combination of automated reminders, social networks and filter systems, onto whatever device you happen to be using at the time. This will be the state of the art in the private sector at any rate.

Whether government websites look much different to today is a question that still remains to be decided!

Ten years of Better connected


The future public service website will deliver its greatest

value by becoming a part of the lifestyle of local citizens,

sometimes even accessed by people with little realisation it is

a council website they are using.


Bryan Glick


People currently use websites to do five things — find information, browse,

communicate, transact and to be entertained. It’s these same people factors

that are behind the convergence of technology. I think what we’ll find by

2018 is that websites continue to fulfil some combination of the same five

functions. However, in everyday life websites will become a background

component. The really futuristic changes will be around anytime, anywhere

access to services, live information systems and smart technology, all set

against requirements for carbon neutrality. Wheelie bin chips and Oyster

cards in 2008 are just the outriders.


Dr Peter Blair


The technology supporting websites is moving fast as ever. In the past twelve

months there has been much talk about convergence. The web is

becoming available everywhere from mobile devices to digital TV sets. If any

one still doubts that the internet is not at the heart of communication and

information, then the impact of the ubiquitous website is surely the final piece

of evidence to counter those doubts. The general public will expect the

experience to be as easy to use as picking up a telephone is now.

Organisations offering local public services should ensure that their websites

meet this standard.

Better connected 2008

BC Technology Trends


Richard Steel: vision from Summer 2005

• By 2012 (Olympics) mobiles morphed into ‘personal communicators’

• Technologies like ‘smart chip’, biometrics and GPS, will enable:

- authenticated ‘e’ order & payment - e-tickets for chosen events delivered to your device.- e-directions to venue/your seat - your ID and ticket electronically checked,.- commentary provided in your own language- option to follow a particular team or athlete- view instant playbacks of exciting moments- personal calls/messages delivered plus appointment reminders.- remote control of home environment also likely

• Device selects the most appropriate combination of fixed and wireless networks - balancing task, cost and performance.


Public sector mobile portal – reality in 2008

Local job-seeker registered at a local job brokerage:

• Receives an alert via mobile while out• Reads about training opportunity • Receives real time information about getting there• Receives a pass / ticketing for free travel to get there • Receives alerts to encourage attendance on time• Checks bus timetable in real time for return journey• To celebrate success looks up cinema listings and buys ticket• Books a café table while on the bus • Downloads a map of how to get to cafe .

PSF 05June08 9

Contextualised and Prioritised Content Services

Content is organised by theme and relevance rather

than by service provider

Results are aggregated from multiple service providers

Deep Linking to Content

Rapid addition of new content services

Map centric application interface

Maps supplied under license from Newham relationship with

Ordnance Survey

Prioritised content services labelled on map base –

derived from personal profile

Headlines – e.g. What’s on in Newham

Management of Favourite Places

Brand recognition and direct access to Search

Help

Map Navigation controls

News: Youth Crime - enough

About Newham: Council

Location: Bromley-by-Bow

Search: powered by

Council Services

What’s On

Traffic and Travel

Special Events

Somewhere else

From Favourites

Banner Advertising – Locally contextualised

What it might look like….

Current development for

the LB of Newham

http://en.wikipedia.org/wiki/Image:Transport-for-London.svg

PSF 05June08 10

Discovery Experience

Help


Council Services

Search: powered by

Adult Education

Arts and Entertainment

Community Centres

Sports and Leisure

Somewhere else

From Favourites

Libraries

Parks

Help


Council Services

Search: powered by

Jeyes Community Centre

Queens Terrace Centre

Beckton Centre

Somewhere else

From Favourites

Aldersbrook Centre

More,,,

Community Centres

Click for detailed results links to details page –

where the page is constructed from all aggregated

data sources –

Location: Bromley-by-Bow

Help


Search: powered by

Council Services

What’s On

Traffic and Travel

Special Events

Somewhere else

From Favourites

News: Youth Crime - enough

About Newham: Council

VIA “LOOKING LOCAL”(DIGI TV)

Also available on Sky, Virgin Media, Terrestrial TV



Digital convergence

• One IP network, fixed & wireless for…

- Data

- Voice

- Image

- Video – including CCTV and TV

• Enabling service integration…


The ‘Network of Networks’

• No need of intranets & extranets

- Access to resources depending upon role

• Blurring of business and social networks• Blurring of the business day• Blurring of work location• New ways of working

…and of assessing productivity


Customer access

• Customer data integration-The real key to joined-up services

• Self service- Authenticated access

• All stakeholders using the same system• “TV”

- The ‘digital home’- Tele-health & tele-assistance- Public sector mobile portal


Invaluable management information for providing:

Better service to customers by identifying opportunities for:

- reducing ‘avoidable contact’

- building improvement plans

- improving customer satisfaction with access to;

different services (planning, schools, waste)

different channels (web, phone, and face to face)

Better deal for the taxpayer by identifying opportunities for:

- reducing ‘avoidable contact’

- shifting customers to cheaper channels

- making better use of scarce resources


http://en.wikipedia.org/wiki/Image:Web_2.0_Map.svg


Data

• No longer structured- every database is an Internet database

• “Universal taxonomy is a good example of omphaloskepsis”

• Mash-ups

- Clouds

- Facetted navigation

- Folksonomies

Factors

• Storage of documents instead of records

• Relations through hyperlinks

• Dynamic or non-relational schemas

• Weak, if any, typing

• Focus on findability and storagability rather than adherence to schema


• Shift from database to data modelling

• Increasing importance of the domain model

• Semi-structured information

• Content and information, rather than website and document management



Thoughts about benchmarking

• Better connected about benchmarking use of ICT to serve customers…- other Socitm activity about how ICT works

• Generally, ICT works fine……

………but doesn’t mean it’s used well

• Socitm needs to align its benchmarking services, which must engage our business in their use of ICT


My conclusions

• Better connected has pioneered “benchmarking” the way ICT is used, rather than the way it works

• ‘Useful, usable, used’ more important than ever• ICT & web are one & the same!• Changing the way we work…• Don’t make the same mistake as the American

rail-roads• We’re in the change business• Still “Better connected”, but…

……..watch the strap-lines change

Thanks for listening

[email protected]

why we should no longer distinguish web from ict

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