Web 2.0 is typically seen as simply a set of Social web tools. However, for the public sector, there is a need to address not only citizen engagement but also the need for enhanced eService delivery. A series of future service scenarios and the concept of "Service One" is also presented to address the issue of the jurisdictional divide in public service delivery.

1. Fast Forward Web 2.0
- Moving from a Social to a Service Web
Presented by Jury Konga
Municipal Information
Systems Association
2009 Annual Conference
Oshawa, Ontario.
June 2, 2009.

2. Acknowledgements
Thank you to …
 My MISA ‘09 Web 2.0 colleagues - Dave Wallace, City of Toronto;
Nick Vitalari, nGenera; Dave Tallan, Province of Ontario; Rob Giggy,
City of Ottawa; Karen Mayfield, eSolutions Group; Sandra Crutcher,
City of Toronto and Roy Wiseman, Region of Peel
 My Linkedin Groups and some key Web 2.0 Government and
related groups – Govloop, MuniGov, W3C eGovernment
 Special mention to some knowledge leaders I follow – Don
Tapscott, nGenera; Tim O’Reilly, O’Reilly Media, Maryantonett
Flumian, University of Ottawa, and Steve Ressler, Founder
Govloop.com
 MISA 2009 Conference– Jury Konga areFast Forward WebandSocial to a Service Web
Opinions expressed my own 2.0 – do not necessarily reflect the2
views of organizations I’m associated with

3. Overview
 Web 2.0 – The Short Story
 e-Government context
 Community Collaboration examples
 Moving from a Social to a Service Web
MISA 2009 Conference– Jury Konga Fast Forward Web 2.0 – Social to a Service Web 3

4. Web 2.0
– The Short Story
… it’s about people, our society, our planet
MISA 2009 Conference– Jury Konga Fast Forward Web 2.0 – Social to a Service Web 4

5. Web 2.0
– The Short Story
Source : Vincenzo Cosenza blog
MISA 2009 Conference– Jury Konga Fast Forward Web 2.0 – Social to a Service Web 5

6. Web 2.0
– The Short Story
 Web 2.0 – what’s its role in life …. one view – the 3 C’s
• Community – virtual Communities leading to real impacts
• Communication – foundation for moving forward
• Collaboration – benefits all of us and leads to better
communities
MISA 2009 Conference– Jury Konga Fast Forward Web 2.0 – Social to a Service Web 6

7. Web 2.0
– The Short Story
 Here’s some comparisons between Web 1.0 and Web 2.0
Web 1.0 Web 2.0
Static Dynamic/Interactive
Publishing Participation
Directories (taxonomy) Tagging (folksonomy)
Reading Writing
Organization websites Communities of Interest
Owning Sharing
“Insourcing” Crowdsourcing
Source: Compiled from a variety of websites
MISA 2009 Conference– Jury Konga Fast Forward Web 2.0 – Social to a Service Web 7

8. Web 2.0 ism’s
“All of us is smarter than one of us”
Source: 2008 SocDevCamp, Chicago, IL
“The new web is the natural habit for a new cohort of
collaborators called the Net Generation.”
Source: “grown up digital” (2008), Don Tapscott (also author of
Wikinomics: How Mass Collaboration Changes Everything)
“There are more knowledgeable people outside your
organization than inside.”
Source: Unknown – please claim this if it’s yours. Thank you.
MISA 2009 Conference– Jury Konga Fast Forward Web 2.0 – Social to a Service Web 8

9. Web 2.0
– It’s Potential ….
 " To really understand Web 2.0 (or rather what is happening
with the Web today, whatever you want to call it) you have to
think beyond today’s social software fads and
start imagining new combinations of interactions
between people, software and data, at every level of
scale from individual to global. “
Dion Hinchcliffe, Editor-in-Chief at Social Computing Magazine
 What are we looking to achieve in government …
enhancing our Citizen Engagement AND Effective
Service Delivery
MISA 2009 Conference– Jury Konga Fast Forward Web 2.0 – Social to a Service Web 9

10. e-Government and Web 2.0
- Vision of eGov … unfulfilled?
 Delighted
Customers
- focus on needs • Connected Citizens
- Supporting Active

Convenient &
Citizenry
Easy to use 
Citizens as

Transcends stakeholders
organizational 
Community building
boundaries 
Greater trust &

Respects confidence
privacy Singapore – A focused Vision
Source: URISA e-Government Workshop, Jury Konga
MISA 2009 Conference– Jury Konga Fast Forward Web 2.0 – Social to a Service Web 10

11. e-Government and Web 2.0
- Goals for e-Government
 Example goals for eGov – from assorted sources
• “Customers online, not waiting in line”
o Customers need not waste their time waiting in line at the counter, they
now have the option of doing their business online via the Internet.”
eGovernment article, Jennifer O’Neill, NY State Records Services
• “Intimacy with netizens”
o Netizens are Internet citizens. For eGovernment to work, netizens must
feel a connection to your services.”
eGovernment article, Jennifer O’Neill, NY State Records Services
• “To fundamentally change and improve the way citizens interact with
government and their communities”; State of Virginia
• “To build a robust infrastructure supporting eGovernment
establishment and growth.” ; State of Virginia
• “For citizens to seamlessly access services regardless of governmental
structure.”; State of Virginia
Source: URISA e-Government Workshop, Jury Konga
MISA 2009 Conference– Jury Konga Fast Forward Web 2.0 – Social to a Service Web 11

12. e-Government and Web 2.0
- Key Challenges of e-Government
 The Digital Divide
• Our clients are diverse in their needs and access to technology
 The Financial Divide
• Public sector budgets vary dramatically
 The Organizational Divide
• No “Silos” - act as an enterprise … policies & standards must
harmonize
 The Jurisdictional Divide … and governance
• The need for a single, integrated public service “portal”/delivery
channel
Source: URISA e-Government Workshop, Jury Konga
MISA 2009 Conference– Jury Konga Fast Forward Web 2.0 – Social to a Service Web 12

13. e-Government and Web 2.0
- Key Challenges of e-Government (cont)
 Managing Expectations & Prioritizing Government Services
• Is Social Housing more Important than e-Government technology?
 Open Government versus Protection of Privacy & Security
• Delicate balance between legislation, service delivery & security
 Re-Engineering Existing Business Processes & Service Delivery
• Status quo is not acceptable, good enough is NOT good enough
- numerous people related issues
 The Resources challenge – $$, technology, skills & intellectual
capital
Source: URISA e-Government Workshop, Jury Konga
MISA 2009 Conference– Jury Konga Fast Forward Web 2.0 – Social to a Service Web 13

14. e-Government
- Role of Web 2.0
 Role of Web 2.0 for e-Government
• Community, Communication, Collaboration
 Enhancing our Citizen Engagement and Effective Service
Delivery
 Web 2.0 technologies facilitate service delivery over the web
 Partnering and collaboration among the overall “community”
– public sector, private sector, stakeholder communities
MISA 2009 Conference– Jury Konga Fast Forward Web 2.0 – Social to a Service Web 14

15. “Community” Collaboration in Web 2.0
- Finding a place to live
• Google Map mashup with
Craig’s List rental/sales
http://www.housingmaps.com/
MISA 2009 Conference– Jury Konga Fast Forward Web 2.0 – Social to a Service Web 15

16. “Community” Collaboration in Web 2.0
- Finding a place to park
http://www.yourparkingspace.co.uk/
MISA 2009 Conference– Jury Konga Fast Forward Web 2.0 – Social to a Service Web 16

17. “Community” Collaboration in Web 2.0
- Finding your way home
 Stumble Safely – a guide to bars and
http://www.outsideindc.com/stumblesafely
avoiding crime, “Apps for Democracy” Silver
Award
 “... contest is to develop innovative software to
present District data, its long-term goals are
broader,” said District CTO Vivek Kundra. “By
making government data easy for everyone to
access and use, the District hopes to foster
citizen participation in government, drive
private-sector technology innovation and
growth, and build a new model for
government-private sector collaboration that
can help all governments address the
technology challenges of today and tomorrow.”
 President Barack Obama named Vivek Kundra
the Federal Chief Information Officer (CIO), on
March 5, 2009
MISA 2009 Conference– Jury Konga Fast Forward Web 2.0 – Social to a Service Web 17

18. “Community” Collaboration in Web 2.0
- Service Request
 FixMyStreet started in UK;
recently began in Canada
in Ottawa area
 Community controlled;
data passed on to
appropriate jurisdiction
 Issues with approach
- industry standards
versus public expectations
(e.g. potholes)
- public sector capacity to
address issues
MISA 2009 Conference– Jury Konga Fast Forward Web 2.0 – Social to a Service Web 18

19. “Community” Collaboration in Web 2.0
- Scientific Community
 Intergovernmental Panel
http://files.globalmarshallplan.org/inhalt/ipcc_702.pdf
on Climate Change;
2007 Report (illustrates
importance of data
represented spatially)
 Collaboration among
scientists essential and
ongoing
 Collaboration among
government leaders
essential – how can we
speed up the actions
Source: Global Marshall Plan – balance the world
MISA 2009 Conference– Jury Konga Fast Forward Web 2.0 – Social to a Service Web 19

20. “Community” Collaboration in Web 2.0
- Adding Geography to Web 2.0 in Mashups
Location + Twitter = GeoTweeting
Location + Flickr = Geo Flickr
http://www.schmap.com/geotweet/
Google Latitude on your Desktop or Phone
MISA 2009 Conference– Jury Konga Fast Forward Web 2.0 – Social to a Service Web 20

21. “Community” Collaboration in Web 2.0
- Data Source and Data Quality
 Mashups combine
data from various
sources – good data?
 Health Map example
circa April 27, 2009.
• Data source – Swine
Flu in Mexico missing
 Quality of data would
be helped with
metadata for the public
• Authoritative source?
• Public trust in
community led sites
MISA 2009 Conference– Jury Konga Fast Forward Web 2.0 – Social to a Service Web 21

22. “Community” Collaboration in Web 2.0
- A Municipal Government Community
 MuniGov 2.0 on Second
Life http://secondlife.com/
 Collaboration among
local governments
 Virtual weekly meetings
MISA 2009 Conference– Jury Konga Fast Forward Web 2.0 – Social to a Service Web 22

23. “Community” Collaboration in Web 2.0
- Broader Public Sector Community
 GovLoop is one of the most
referred to websites for
government collaboration
 Connecting over 12,500
federal, state/provincial, local
members from U.S., Canada,
and the world
 GovLoop focuses on sharing
ideas and best practices to
improve government
 News, Blogs, Forums, Wiki,
Video, Groups
 www.govloop.com
MISA 2009 Conference– Jury Konga Fast Forward Web 2.0 – Social to a Service Web 23

24. Fast Forward Web 2.0
- eService Scenario … MyWork
Public Sector Service - A multitude of disciplines
MISA 2009 Conference– Jury Konga Fast Forward Web 2.0 – Social to a Service Web 24

25. Fast Forward Web 2.0
- eService Scenario … MyWork
 Web 2.0 facilitates communication and collaboration among diverse groups in
different locations with the same potential for service delivery – what to do …
 The public views government as one entity – we need to act as one
 The Town arborist who notices graffiti on a park bench -> service request
 The building inspector who notices a minor watermain leak - > service request
 Police officer who sees someone in need of social services - > service request
 Corporate culture – Need to replace “It’s not my job” with it’s all our jobs
… We’re all service ambassadors – we all need to collaborate
MISA 2009 Conference– Jury Konga Fast Forward Web 2.0 – Social to a Service Web 25

26. Fast Forward Web 2.0
- eService Scenario … MyWork
 Supporting service delivery –
collaborating with people in a
timely manner (need to find
them – time + place)
 Source: “The Power of Future
Location for Social Networking”;
GeoWeb 2008
by Peter Batty, President Spatial
Networking
 “Combining space, time and the
social graph to create a new
infrastructure for calendaring
and scheduling.”
 We’re already part of the way
there -
MISA 2009 Conference– Jury Konga Fast Forward Web 2.0 – Social to a Service Web 26

27. Fast Forward Web 2.0
- Future eService Scenario … MyCar
Some Current Automotive Technology Interfaces
Tesla dashboard
Mercedes Split Screen Technology
MISA 2009 Conference– Jury Konga Fast Forward Web 2.0 – Social to a Service Web 27

28. Fast Forward Web 2.0
- Future eService Scenario … MyCar
Supportive Sensor Information Technologies
Streetline City Infrastructure Technologies
Parking availability sensor
Sensor Web as predicted by Matt Heavner at University of Alaska Southeast
Inroad sensors
MISA 2009 Conference– Jury Konga Fast Forward Web 2.0 – Social to a Service Web 28

29. Fast Forward Web 2.0
- Future eService Scenario … MyCar (MyBus etc)
 ITS (Intelligent Transportation Systems) and
Telecommunications
 Voice recognition is key
 Info from sensor systems for traffic alerts
 Pothole incident – report it, location via GPS, message
to “Service One”
 Just another channel/ “vehicle” for service requests
and delivery
 Integration with public and private sector services
MISA 2009 Conference– Jury Konga Fast Forward Web 2.0 – Social to a Service Web 29

30. Fast Forward Web 2.0
- Future eService Scenario … MyHome
Home Entertainment and WII meets Second Life = MyHome communications central
- voice and movement activation
MISA 2009 Conference– Jury Konga Fast Forward Web 2.0 – Social to a Service Web 30

31. Fast Forward Web 2.0
- Future eService Scenario … MyHome
Second Life – Ontario’s Digital Island
 Service integration –
entertainment,
personal
communications, and
family services
 Your Homepage of
friends, family,
“communities” of
interest, social and
leisure services
 Engaging you- all
sectors at your service
MISA 2009 Conference– Jury Konga Fast Forward Web 2.0 – Social to a Service Web 31

32. Fast Forward Web 2.0
- Future eService Scenario … MyHomepage
 Personalized
“MyHome” page is
gaining popularity
 Content may include:
• News & weather
• Time around globe
• Favourite Apps
• Social Networks
• Other Communities
of Interest
• Photos & Videos
• Service Connections
– e.g. Government –
Service One
MISA 2009 Conference– Jury Konga Fast Forward Web 2.0 – Social to a Service Web 32

33. Fast Forward Web 2.0
- Future eService Scenario … MyWorld
Service Requests
 Clients don’t care
who does what –
Requests from MyHomePage they just want
(Facebook, Linkedin, etc) Service One (2.0) effective service
- The Service delivery
Coordinator
Integrated Service Delivery “Engine”
 Expectations
continue to
Standardized Processes, Protocols
and Knowledge Base
increase – an
integrated, holistic
approach must be
taken
Business
Knowledge
Database
 Include the clients
in the design
MISA 2009 Conference– Jury Konga Fast Forward Web 2.0 – Social to a Service Web 33

34. Moving the Service Agenda Forward
- Leverage Our Collective Experience
 Web 2.0 communities – GovLoop, MuniGov 2.0
 e-Government experience – Service Canada, Service
Ontario, Service New Brunswick, Municipal “e-City”s
 Institute for Citizen-Centred Services
 Private Sector – nGenera, IBM Global Solutions, Accenture,
KPMG – Chartwell, Gartner
 Non-profit organizations , academia, industry organizations
MISA 2009 Conference– Jury Konga Fast Forward Web 2.0 – Social to a Service Web 34

35. Moving the Service Agenda Forward
- Confirming the Citizen Centric Business Model
 Being citizen-centric is a
Service Canada’s Citizen Centred Business Model
generally agreed to first principle
in quality public service delivery
 The business model will impact
on policies, processes,
technologies, and data required
to be citizen-centric
Source: “Citizens as Prosumers: The Next Generation of Service Innovation”,
Maryantonett Flumian, nGenera Insight, October 2008 Source: Citizens First Report,
Erin Research, Oct 1998
MISA 2009 Conference– Jury Konga Fast Forward Web 2.0 – Social to a Service Web 35

36. Moving the Service Agenda Forward
- eService Delivery Architecture
 eService delivery –
keeping it simple
 Enterprise architecture in
The “Magical” Cloud place to provide eServices
With Web 2.0
technologies  Leverage Web 2.0
technologies in the cloud
(and internally)
Enterprise Architecture
Business Architecture
 The Internet is the conduit
Web 2.0
for eService delivery
Technologies
Information Architecture
for intranet
use Technology Architecture  Local and global clients
MISA 2009 Conference– Jury Konga
consume the services 36
Fast Forward Web 2.0 – Social to a Service Web

37. Moving the Service Agenda Forward
- eService Delivery: Business Architecture
Moving to Municipal Reference Model V2
Provider
Jurisdictions
Target
Programs Governance
Client
Groups Organizations Outcomes Organizations
& Impacts
Public
Programs
Clients Services
Organization
Accomplish
Internal
Services Accountability Services Individual
Roles
Outputs Clients
Deliver
Activities Groups Responsibility
Processes
Tasks Jobs Authority
Used in
Resources
Resources
1993 - MRM data model defines 2008 – MRM business model
municipal information. defines municipal operation.
Source: “Using Reference Models for Service Mapping in Canadian Governments”, Roy Wiseman
MISA 2009 Conference– Jury Konga Fast Forward Web 2.0 – Social to a Service Web 37

38. Moving the Service Agenda Forward
- eService Delivery: Business Architecture
Example
Community Services
Corporate Services
Planning, Property
Corporate Finance
Prop. Assessment
CAO Secretariat
Responsibility
EPC Secretariat
Water & Waste
Fire Paramedic
Mayor's Office
Police Service
Public Works
Mapping:
City Clerks
Service Names:
Transit
Audit
Animal
City of
Control,Care
Winnipeg
Arts, Ent. &Culture X X X X
Assessment/Tax X X X
Need to move
Building Permits X
to a standard
Cemeteries X
municipal
City Beautification X
City Planning X
service
Community Health X
catalog.
Council & Admin X X X X X X
Crime Prevention X X X
Disaster Response X X
Econ. Development X X X X X
Source: “Using Reference Models for Service Mapping in Canadian Governments”, Roy Wiseman
MISA 2009 Conference– Jury Konga Fast Forward Web 2.0 – Social to a Service Web 38

39. Moving the Service Agenda Forward
- Open Data is a Critical Success Factor
Source: Toronto Change Camp 2009
MISA 2009 Conference– Jury Konga Fast Forward Web 2.0 – Social to a Service Web 39

40. Moving the Service Agenda Forward
- Open Data is a Critical Success Factor
 Open Data focus not new – has it’s roots in the 1990’s
 Recent Open Data initiatives include City of Toronto and City of
Vancouver
 Increasing support for becoming more open than today and
with managed access
 Interoperability of data is important for re-use by many
organizations providing service delivery
 Metadata is an important business requirement to manage risk
(litigation) related to the potential misuse of the data
 Intellectual property and data licensing continues to evolve
 The balance between Privacy concerns vs. service delivery
efficiencies is an evolving area that needs policy review
MISA 2009 Conference– Jury Konga Fast Forward Web 2.0 – Social to a Service Web 40

41. Moving the Service Agenda Forward
- Technology Architecture to Support Service Delivery
 Samples of eGov
architectures
 Architecture has
been somewhat
standard in the
applications area
 Web 2.0
technologies now
Source: New Zealand eGovernment need to
introduced
Source: emeraldinsight.com
Source: Greenhat Consulting
MISA 2009 Conference– Jury Konga Fast Forward Web 2.0 – Social to a Service Web 41

42. Moving the Service Agenda Forward
- Web 2.0 into the Technology Architecture
Source : Vincenzo Cosenza blog
MISA 2009 Conference– Jury Konga Fast Forward Web 2.0 – Social to a Service Web 42

43. Moving the Service Agenda Forward
- Web 2.0 Technology Tools continue to Evolve
Wave from Google
- “a personal communications and
Collaboration Tool” (Open source)
- Concept: creating a conversation
as a shared “object” (email + IM)
- announced May 28, 2009
Coming Later in the year
Bing from Microsoft
- Not a just a search engine
… a Decision engine
- Concept: more than one answer,
provides options, website content
- Going Live June 3rd, 2009.
TOMORROW
MISA 2009 Conference– Jury Konga Fast Forward Web 2.0 – Social to a Service Web 43

44. Moving the Service Agenda Forward
- Washington DC as a Web 2.0 Model
 Recall Vivek Kundra, prior
CTO now federal CIO
 “Apps for Democracy”
contest using Web 2.0
technologies – 2nd contest
underway
 Web 2.0 offerings include
• Mayor’s Blog
• Police on Facebook
• Procurement Wiki
• Library info on You Tube &
MySpace
MISA 2009 Conference– Jury Konga Fast Forward Web 2.0 – Social to a Service Web 44

45. Moving the Service Agenda Forward
- Innovation and Collaboration in Local Government
 Collaborative Project Initiatives/Teams
• ERP – exists
• MRM V2 – evolving
• Web 2.0/Gov 2.0 – potentially after MISA conference
• Security, Accessibility …. many other initiatives are
underway in individual municipalities, regional
partnerships, collaboration with private sector, etc.
• Need a coordinated, integrated and holistic approach
 Collaboration with Institute for Citizen-Centred Service (ICCS)
 Ontario Centre Of Excellence for Innovation in Municipal
Government – from concept to reality, the timing is right!
MISA 2009 Conference– Jury Konga Fast Forward Web 2.0 – Social to a Service Web 45

46. Web 2.0 – From a Social to a Service Web
- Concluding thoughts
 Web 2.0 principles and technologies offer huge opportunities to
support enhanced service delivery
 “Open” Data is a key to moving the agenda forward
 Service One (2.0) is about the client not the jurisdiction
 Technology is not the issue – leadership and policies will dictate
how quickly we improve our service delivery
 Expanding a 1990’s e-Government mantra … “Think Big, Start
Small, Scale Fast” and now add – Collaborate LARGE
MISA 2009 Conference– Jury Konga Fast Forward Web 2.0 – Social to a Service Web 46

47. Web 2.0 Townhall Meeting
and Roundtable Discussion
 Web 2.0 Townhall Meeting – Wednesday June 3, 2009.
• Moderator: Jury Konga, Town of Richmond Hill
• Speakers:
Dave Wallace, CIO, City of Toronto
“The need for an overarching municipal strategy”
Roy Wiseman, CIO, Region of Peel
“Sharing info in the past … what will work in the future”
Dave Tallan, Manager e-Government and Web, Ontario Government
“Provincial Collaboration and how to extend that to municipalities”
Nick Vitalari, Executive Vice President, nGenera
“the applied collaboration model/platform requirements”
MISA 2009 Conference– Jury Konga Fast Forward Web 2.0 – Social to a Service Web 47

48. Thank you
jkonga@richmondhill.ca