Omar's presentation from Technocon.

1. Omar Rashid Using Technology to Improve Citizen Engagement, Local Government Success Stories Canadian Public Sector, Director, Local & Regional Government omarr@microsoft.com http://www.twitter.com/omar_rashid

2. Using Tech to Improve Citizen Engagement Today, the demands on governments to serve citizens and businesses have never been greater. Governments face increasing expectations to do more with less to better meet citizens' needs. The use of technology to meet and exceed these expectations is a necessity. According to UN Habitat, within two decades, 60% of the world's people will be urban dwellers; a fact that will have profound consequences on citizen engagement and service delivery. Join Omar Rashid as he discusses how the cities of Edmonton, Vancouver and others across Canada and the world are leveraging open data and cloud services to improve citizen engagement and prepare for future growth.

3. Government Citizen Relationship Citizens expect YOU to deliver, yet we understand the least about government Government is NOT easy Freedom of Information Request Publishing expense reports and salaries – now that’s open Job evaluation every 4 years Unlimited Liability

4. Balloon Boy Hoax & Public Service

5. Swine Flu

7. What drives government?

12. Seniors comprised 13% of the population in 2004, but are expected to hit 24.5% by 2036 At the Federal level, 1 in 3 employees is over the age of 50 and approximately 33% of them are eligible to retire by 2015 In British Columbia, 45% of managers and 35% of bargaining unit employees are eligible to retire by 2015 – same pattern holds true for all levels of government Increased urbanization with more than eighty percent (80%) of Canada’s population residing in urban areas

14. Citizens may not (at times) be impressed with government... but Citizens rely on their government, especially in the time of crisis

15. Sunrise Propane Explosion Citizen Expectation for Information Observation: It took 6 hours for information to come through the media while videos of the explosions were posted to YouTube within minutes of the blast. Investigation on-going, 2 fatalities Photo Credit: Toronto Star

16. 1Yukon Lane Unified Command 1.6Km

18. Governments need to do more with less Citizens have expectations of increased/better service and greater involvement The Web has changed everything Governments are seeking the input of their citizens Head of helicopter crash inquiry invites input Opportunity to act – before citizens become completely disillusioned http://makeyourmarknl.ca/ FixMyStreet.ca Reality

19. Keep Tabs on your MP

20. Web 2.0 vs. Gov. 2.0 A tug-of-war exists, there is pressure to Reduce costs, both capital and operational Use Facebook, Twitter, YouTube, Google, Bing, Blogs, Wikis, Text Messaging, Crowdsourcing to get things done Open Government, Open Data Act. If you don’t, citizens will FixMyStreet - www.fixmystreet.com Lake Ontario Waterkeeper - www.waterkeeper.ca Toronto Transit Camp – The Unconvention http://toronto.transitcamp.org

22. Risk … candidates had been warned something like this could happen, saying even though the pictures were posted on a private page, "once you become a public figure, everything is public.“ B.C. NDP Leader Carole James in reference to a candidate resignation after photos on his private Facebook page became public. City of Winnipeg highlights criminal activity on Craigslist

23. Expectations Constituents are in Control Strong desire for greater empowerment Using the Web more than ever for research Expect rich Internet experiences Increasing diversity of access, anywhere, anytime Privacy, Security, Reliability, Availability, Interoperability Social tools provide a deeper connection with constituents Provide vehicles for citizen engagement and consultation Augments more formal delivery channels Appreciate the service delivery impact of these services Looking to revitalize democracy Elected officials enjoy the connection to their constituents Government Constituent

24. Myth 1: Governments don’t want to engage citizens Myth 2: Young people don’t want to be engaged The sentiment behind Web/Gov 2.0: I need to be engaged faster and this is where I am Web 2.0 is not about you being out of touch and someone else being hip. Social is about reaching out, collaboration and connecting those who want to know with those who do know Some governments have adopted proactive mentoring Canadians rank #1 worldwide for social network use; Internet is the 3rd most used medium; >75% connected A Common Ground

25. Canada as successful model External View

27. The Analytical Neutral View The Global Competitive Report 2009-2010 from the World Economic Forum Canada’s External Analytical View Efficient Processes Engage Citizens Invest in Infrastructure 3

29. Canada ICT Use and Government Efficiency (Government Usage Rank 22)

30. Importance of ICT in Future Vision of Gov (Government Readiness Rank 35)4

31. Best Practices in Public Sector (Consulting View) Creating Shared Responsibility for Better Outcomes How to excel servicing citizens and customers from Accenture, 2009 Best Practices Public Sector Elements of Success Take a Citizen-Centric Approach Citizen-Centric Organize services and information around them Two-Way Communication Multi-Channel Delivery Seamless and Pleasant Experience all across More than a Service.. An Experience Citizen Knowledge Work at Local, Regional and National Level Integrated Services Be Transparent, Be Accountable Reach Citizens & Customers Ensuring they are well informed and serviced Key Enabling Practices Better Service starts with Better Understanding Engage, Listen and Respond Harness All Available Resources Be Transparent. Be Accountable. Ask for and Act on Feedback 5 Copyright © 2009 Accenture

32. Next Generation in Government (Technology View) The Way to Gov 2.0 An Enterprise Approach to Web 2.0 in Government from Microsoft, 2009 Next Generation in Government Web 2.0 A New Level of Democracy Real-Time Communication and Connection (Wikis, Blogs, Tweets) Gov 2.0 for the Net Generation Gov 2.0 Web 2.0 + Enterprise IT Strategic Approach Participation thru Technology Delivering Better Citizen Services Promoting Public Participation Enterprise IT Strategy Approach A New Government for the People Progressive Integration By Giving Power to the People thru Information-Sharing that is Crucial for Openness and Transparency Productivity thru Workflow Collab By Delivering Better Citizen Services thru Effective Response Times and Information Access from the Government Trustworthy Computing By Providing Government Employees with Better Productivity Tools so they can deepen their focus on delivering optimal service Key Elements in an Effective IT Interoperability Effective Workflows Enterprise Infrastructure Trustworthy Computing Standardization Progressive Integration 6

33. Experience with governments around the WorldWhat Happens when you Make Data Available?

34. Council Meetings

35. eScribe for Government

36. Environmental Sustainability

37. Environment Canada

39. Investment

41. Select Ontario

42. Citizen Service

44. Attracting VisitorsWelcoming NewcomersEncouraging Settlement

48. www.niagaraimmigration.ca “I Really I see it as becoming just a Government norm to be honest. I think dropping the "e" is inevitable. We do hope to continue along from just having a participatory government to an interactive government, and levering the Web and technology.” Connie McCutcheon IT Web Services Administrator Regional Municipality of Niagara

49. Open Government Data Initiative http://www.microsoft.com/industry/government/opengovdata/default.aspx http://ogdisdk.cloudapp.net/

50. Why OGDI? Help government organizations to Accelerate data publishing plans Publish data more efficiently Promote cloud computing use by government Tap into the cloud today (Windows Azure) Learn by doing Drive policy based on experience Promote use of government data by citizens and businesses Motivate government to publish more data and improve data quality

51. Using OGDI – City of Edmonton, Canada OGDI gives government organizations greater local control (look & feel, ability to publish data off of acustomer’s owndomain.

52. Using OGDI – VanGuide Vancouver Open Data Cloud catalogue via OGDI Runs on Windows Azure, Silverlight, BING maps and twitter Plus mobile client to create a social map of Vancouver Available on CodePlexas an Open Source project

53. Using OGDI – City of Miami 311 System Allows residents to monitor requests for services such as a list of reports of potholes, abandoned vehicles and code violations ~ 4500 issues any given time City is considering revenue generating ideas such as creating custom data aggregation and mashup services that could be sold to businesses Cloud deployment sped development & eliminated costlyinfrastructure Miami is making their solution available to other government agencies

55. City of San Francisco 311 Use of Twitter as another channel for their city call centre http://sftwitter.sfgov.org/twitter/index.php?

57. Sharing With Others

60. A web 2.0 platform and CSP App Store Community

61. Gov 2.0 modules, Agenda Management, Content Packs

63. City of Vancouver Open Data Catalogue

65. TaxiCity.ca Master students at Digital Media Program at Great Northern Way University in Vancouver Used open data published by the city to develop a game for visitors/citizens to drive around the city (virtually) using a taxi Published code back to the community to share How useful is a game?

67. Steps to making data open Have data available in a format that is consumable Determine appropriate Terms of Use Both Vancouver and Toronto have great examples Where will the data reside? Existing website, new site, or 3rd Party? Edmonton used the OGDI catalogue within their existing site

69. Aggregation

70. Gov2Social

72. TownHall

73. Martian Town Hall

74. Focus on the needs of the people to whom the services are being delivered Policy is important Be successful on your own terms

75. BePublic A website that shares success of government using ICT as a lever to serve and engage citizens and drive positive public policy outcomes Launch will be end of May 2010

76. Resources www.gastaxatwork.ca http://data.edmonton.ca/ http://vanguide.cloudapp.net/ http://data.vancouver.ca/ http://miami311.cloudapp.net/ www.brampton.ca http://www.ontariocanada.com/ontcan/1medt/en/home_en.jsp http://www.toronto.ca/open/catalogue.htm http://seeclickfix.com/citizens http://gov2social.cloudapp.net/ http://beamartian.jpl.nasa.gov/townhall http://code.msdn.microsoft.com/TownHall

77. © 2008 Microsoft Corporation. All rights reserved. This presentation is for informational purposes only. Microsoft makes no warranties, express or implied, in this summary.

78. Crowdsourcing

80. Government As Platform Citizen App Store OGDI PubApp PubApp GovApp Citizen Service Bus- provides abstraction to native Govt Entities “GovDock” (Infrastructure, CSP 1.0, SP2010, CRM 5.0, Citizen “Data Vault”) api api Tax LOB Land Registry