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Tools and Trustbuilding a citizen engagement-savvy public service
Paul Crookall [email protected]
Toby Fyfe, [email protected] & ITU, 14 May 2010
Governments are reacting to social media…
Personal laptop to access IPAC Connect
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Issue: User controlled technologies in command and control organisations
DM Office
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Issue: Decision-making
Why should I need permission from you to ?
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Questions• How can government take advantage of the social
media to engage citizens?• What internal barriers must be overcome?• How do we build a public service that is both ABLE to
engage and WANTS to engage?• How can the UN be supportive?
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Drivers
Trust
Courage, de-claying
Antidotes to risk aversion
Making the right mistakes
Guidelines and guidance
Old problems in new clothes
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What’s needed
• Governments should continue and expand collaboration through shared research and shared experiences.– Identify leaders to make sure benefits are realized
• Policy centres in the area of privacy, official languages, security, and information management need to understand the new paradigm and promote updated legislation and guidelines as required.
• Leaders need to build a climate and behaviour patterns within their work units and organizations that support: collaboration, building trust, respecting privacy/security/language/IM needs, and making "the right mistakes" while improving service delivery and efficiency.
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Recommendations for further action
• Build engagement within your organization first– clearly identified, sustained and accountable leadership.– trust your staff– make the right mistakes– use often updated guidelines, supported by periodic legislative change– do the business case -- cost/benefit analyses, measures of success, change
management plan
• Learn from others: collaboration within govt, across govt, through the UN
• Engage Citizens – requires that govt value citizens, trust them, and has both the tools to engage and the will to engage
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Getting there: suggestions
• Diagram of highway– Risk– 2 sets of rules– Leadership– Policy response– Information management– Privacy– security
Change management
model
No “HiPPOs”
Be the change you want to see
Technology support
Share good practice
Communication channels Collaborative
events
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Issue: Policy challengesLeading by Example: Key Developments in the First Seven Years of the Personal Information Protection and Electronic Documents Act (PIPEDA) Access to Information Act
“The Official Languages
Act is celebrating its 40th
anniversary. So much has
changed since 1969!”
“When collecting foreign intelligence, CSEC may incidentally acquire information about Canadians. …When receiving a subsequent request for disclosure of the details of the suppressed information, CSEC requires federal departments and agencies to explain their authority to request and use this information under their respective mandates and to provide an operational justification of their need to know this information. Only after these conditions have been met will CSEC release the suppressed information.”
2008-09 Annual Report of the Office of the Communications Establishment Security Commissioner
TORONTO – The future of privacy will
require a paradigm shift: regulation alone
will be unsustainable for ensuring privacy
going forward in to the world of the cloud,
says Ontario’s Information and Privacy
Commissioner, Dr. Ann Cavoukian.
“…the overwhelming growth in the production of digital material, which has created an overabundance of information in a variety of formats, as well as changing user behaviors and expectations about information, have
created considerable challenges for all documentary memory institutions.”
Modernization @ LAC…
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Methodology
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A culture of trust
The boss
You
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United States Case Study
• Need for smart approach to derive value– Challenge in federated system
• Seen as channel for delivering information & services, interacting with citizens, strengthening collaboration
• Policy: both social and communications issues
• Legal, security & performance issues
Natalie Helbig and Jana HrdinováCenter for Technology in Government
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Australian Case Study
• Innovation Agenda• Engage: Getting on with Government 2.0 calls for
– Declaration of Open Government– Using technology to increase public service/citizen collaboration– Reform management – Open access to government
• Public information a resource that creates value• Make government information free & accessible
– Leadership with new post of Information Commissioner
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UK Case Study• A tool to be managed in order to promote relationships, share
information• “We have moved decisively away from the idea that the State
alone can decide how public services will be designed and delivered”– The Power of Information Task Force
• Organized approach– Guidelines for use of social media by public servants prepared
• New paradigm for public servants: no longer faceless bureaucrats– Implies trust
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