This document discusses how governments can adopt social strategies and technologies. It describes how social media usage is growing rapidly and how governments can use social tools to better engage with citizens, collect feedback, and share information more openly. The presentation provides examples of how social software can help with collaboration, knowledge sharing, engagement, and analytics. It argues that a social agenda can help governments work more efficiently and effectively.

1. Get Social Connected
Mike Handes @mikehandes
Social Business Innovation Lead, IBM
27/10/2011

2. Building a smarter planet
Agenda
© 2009 IBM Corporation
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IBM's Government 2020 Report
Governments 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
ACCELERATING GLOBALISATION CHANGING DEMOGRAPHICS
Countries and societies are becoming Median ages are rising in the
more economically interdependent developed countries.
across social, political and cultural
boundaries.
EVOLVING SOCIETAL RELATIONSHIPS RISING ENVIRONMENTAL
Today, governments are expected to CONCERNS
deliver results and value through Societies and governments are
secure, private services that are becoming more attuned to what the
available anywhere at any time. earth can provide and what it can
tolerate.
GROWING THREATS TO SOCIAL
EXPANDING IMPACT OF STABILITY AND ORDER
TECHNOLOGY From terrorism to armed conflict to
The adoption of the Internet is pandemics to natural disasters, the
remaking the landscapes of business, character of threats is changing.
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.
© 2009 IBM Corporation
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The Fifth IT Era: The era of Social Government
Social
Internet
PCs
Departmental
Mainframe
What’s your Social Government Agenda?
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More than 700 million active users
700 Billion minutes usage a month
30 billion items of content shared a month
2 Billion videos watched daily
24 hours of video uploaded every minute 190 Million tweets per day
500,000 new accounts per day
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Australia Internet & Facebook Usage
116% mobile
device
penetration 109%
in Australia increase in 55+
access social
media via
mobile
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Government Collaboration
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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Healthier Stronger
Eco-system Relationships
G2B G2C
(your domain)
Social
Gov Consumer
G2E
Domain
Social
Workforce
Analytics
Optimisation &
New Channels
Ideation
8 Listen, Learn, Measure, Take Action © 2009 IBM Corporation

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Stronger
Relationships
G2B G2C
(your domain)
Social
Gov Consumer
G2E
Domain
Social
Analytics
New Channels
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"We estimated that around 70% of our work during
the crises was proactive...previously up to 90% of
© 2009 IBM Corporation
10 the unit's work in crises was reactive.”

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Socialise from your site and Social Media sites
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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Open data finds
people who care
and can do
something
“Apps for Democracy
produced more savings
for the D.C. government
than any other initiative”.
Vivek Kundra, former CTO
of DC.
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Democratization of Data - Citizen Mashup
Regional Performance
 Helps citizens answer “How is my
region doing in increasing
recycling rates?”
 Explore recycling data by region
Challenge:  View up to minute news on
recycling
 Empower the community by
making government data  Built in 30 minutes
accessible via a single platform
in a format which can be
personalised and shared
City Performance
Solution:
 Helps citizens answer “How
 570+ feeds of government data can I improve my city’s
available for creating household recycling?”
customized mashups to put
 Find local recycling centres
citizens in control and what they recycle
 Local news on city recycling
performance
 Built in 15 minutes
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G2B G2C
(your domain)
Social
Gov Consumer
G2E
Domain
Social
Analytics
19 Listen, Learn, Measure, Take Action © 2009 IBM Corporation

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What are people saying about your agency, policies, issues?
Boston Police Monitoring 18 June 2011 Stanley Cup Parade
Intelligent Policing – One Million Fans
www.geocop.com
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www.tactweet.com
© 2009 IBM Corporation

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Analytics Command Centre
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Applying analytics: Social Insight Inside the Organization
• Consumer / Employee Insight
• Assess sentiment, affinity & evolving topics
• Weigh employee interest & engagement
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Healthier
Eco-system
G2B G2C
(your domain)
Social
Gov Consumer
G2E
Domain
Social
Workforce
Analytics
Optimisation &
Ideation
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Drivers for Government Adoption of Social Initiatives
Growth of Net
Knowledge Generation
Virtual /
Workers Remote Work
Changing
Demographic Social Complexity
necessitates
Government collective
intelligence
Need to Need to
Drive Trend Improve
Innovation Towards Performance
On the Job
Learning
© 2009 IBM Corporation
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Why is it important to use social software in the enterprise?
Every week, 42% of people
use the wrong information to
make decisions
Employees spend 25% of their
time just looking for
information
Every week businesses 91% of CEOs say they need
waste 5.3 hours due to to restructure the way their
inefficient processes organizations work
18% of the average working day is spent
on ''work that wasted time and effort'' -
Australian Productivity Pulse survey
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To drive growth and operational efficiency
within this environment, leaders need to focus to three key initiatives
Importance of workforce challenges in the next 3 years vs. effectiveness
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Relative effectiveness
Sourcing and
8 recruiting from “We are not as good
Managing outside the Retaining valued talent at innovation as
labor costs organization within the organization efficiency. The HR
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function should help
Evaluating Enhancing workforce to build an
6 workforce innovative culture,
productivity
performance create forums,
5 develop leaders and
Rapidly find ways to
4 developing measure and reward
Efficiently allocating workforce skills
the workforce
innovation.”
and capabilities
3
2 Developing Veronica Rörsgård,
Fostering collaboration
future leaders SVP HR, Skanska
and knowledge
1 sharing
1 2 3 4 5 6 7 8 9
Relative future importance
*IBM CHRO Study, 2010
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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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IBM Connections - Activities

Mini Projects – 3 days, 3 weeks, 3 months

Repeatable Patterns – Templates

Integration – Social Everyplace
E-mail Activities “ Team Places”
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Social Analytics: End Users
People-centric v Document-centric
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Driving User Adoption – Put It In front of their
eyeballs!
Put It In Front Of
Their Eyes:
In context
Integration
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Connections enhances Outlook, Office, Explorer, & Sharepoint
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From wherever your people are...from whatever device
Android iOS Blackberry
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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
“With IBM Connections ABS can use business-
Challenges grade social software, straight out of the box.”
● Recruiting quality staff Dale Chatwin, Director, Knowledge Management Initiative, ABS.
● Virtual teams are a reality
● Resource Constraints Benefits
 Knowledge fragmented
● Increasing demands ● Online communities formed around
 Information hard to find interests, technologies
● Security and  External collaboration
confidentiality requirements ● Best practices now emerging
● Speeding the induction process
Solution – IBM ● New staff familiar with social tools
● Context, “why” rather than “how”
● Enterprise-grade solution
● Senior managers communicating
● Leverage new ways of working
with dispersed teams
● Complement existing systems and via Blogs
not replace
© 2009 IBM Corporation
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54. Social Business in Action
The value of Social Business for HR and Workforce
Primary Goals Client ROI References*
Transformation is real
Realized benefit - median improvement %
Increase speed of access to
internal knowledge Key Opportunities for ROI
(realized by 77% of respondents)
• Faster on-boarding & M&A = 10%
lower cost
Increase speed of access to • Reduced new employee training
internal experts costs 15%
(realized by 52% of respondents)
• Compressed employee
communications time = $2M
Reduce internal • Virtual teamwork reduces travel
communications expense frees $8M
(realized by 60%) *as projected by IBM BVA client
(*) “The rise of the networked enterprise. Web 2.0 finds its payday” – McKinsey Global Survey Results, 2010
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©2011 IBM Corporation

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IBM Social Software is the market share leader
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 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
© 2009 IBM Corporation
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The Social Government Agenda
A Align Government Agency Goals & Culture
G Gain “Social Friends” Through “Social Trust”
E Engage through Experiences
Network Your Agency’s Processes
N
D Design for Security, Reputation & Risk
A Analyze Your Data
Source: “Get Bold: Creating a Bold Social Media AGENDA for Your Business” by Sandy Carter,
ISBN: 0132618311, Copyright © 2011, IBM Press © 2009 IBM Corporation
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The IBM Social Government Agenda Methodology
Vision Roadmap Solutioning
Exploring the art Discussing the art Pragmatically detailing business
of the possible of the probable and technical requirements
Workshop 1 Workshop 2 Workshop 3
Business
Capability
Outcomes
© 2009 IBM Corporation
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58. Building a smarter planet
Lead your organization's Social transformation
Complimentary Social Government Agenda Workshop (2-3 Hours)
Additional Special Offers
Intra-Agency Social Collaboration
●
50% off the Entitled Price for IBM Connections
Citizen/Customer Engagement
●
55% Off Entitled Price for IBM Customer Experience Suite
58 *Order must be placed before December 15 2011 IBM Corporation
© 2009

59. Building a smarter planet
Mike Handes Sydney, Australia
Social Business +61 2 9463 5220
IBM Software Group mhandes@au1.ibm.com
© 2009 IBM Corporation
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