Government Web 2.0 in Canada

December 4, 2011

My thanks to Mike Kujawski at Governing People for reporting on Guideline for External Use of Web 2.0 in the Canadian Government. The guidelines themselves are available, as he points out, on the government website (published 18 November 2011). The UK government published its guidelines some time ago, the US ones are available here along with a range of others, and a further database courtesy of Chris Boudreaux.

One of my colleagues noted that the guidelines are almost a website in themselves, being rather substantial. Whilst I can understand the need for guidelines, much of the guidance within them already exists, as the Canadian ones demonstrate by the links provided to ethical ones and many other government policies as their context becomes appropriate. Will anybody seriously read such a dry and very lengthy web page, without even following the links?

One of the main difficulties in my view is where the responsibility for the maintenance of social media lies. Often media relations people lack the ‘nous’ to use them efficiently, sometimes the web or IT staff take a too dry or technical approach for them to be employed successfully. Some government bodies have transferred the web to a front-facing customer service, which if not sufficiently linked to the media staff or public relations, could also create issues. Similarly staff need to be reminded that comments on Facebook and elsewhere may land them in hot water with their employers, and may even cost them their job, as the recent Apple employee case emphasises!


Customer service guidance

June 26, 2011

Having frequently and publicly stated that we should make more of the experiences of our Canadian and Australian counterparts, rather than the UK government fetishization of the US model, I am reporting on the fact that some weeks ago President Obama signed an executive order, “Streamlining Service Delivery and Improving Customer Service”, which was unfortunately lost in the mass of other budgetary issues the US government was dealing with. This was followed on June 13 by guidance from the US Office of Management & Budget (OMB) entitled Implementing Executive Order 13571 on Streamlining Service Delivery and Improving Customer Service (6 pages, 2.37 Mb!).

This is the reason why I am for promoting Canadian practice. The Canadians went through a recession some years ago and as a result they looked at government services in-depth and how they might improve them. As a result they developed guidance and a sample was in one of my blog posts in January 2008. In June 2011 the White House issues its own. These are some of the key demands -

“Establish mechanisms to solicit customer feedback on government services and use such feedback regularly to make service improvements, such as:

Collect ongoing, timely, actionable customer feedback to identify early warning signals of customer service issues; and conduct customer satisfaction surveys and report the results publicly to provide transparency and accountability.

Improve the customer experience by adopting proven customer service best practices and coordinating across service channels (including on-line, phone, in person, and mail services), such as:

Develop a process for evaluating the entire customer experience, ensuring consistency across service channels; coordinate with other agencies serving the same customers, identifying opportunities for using common forms and application materials and processes; analyze customer preferences for interactions and redirect resources from less preferred and more costly channels (such as printed materials) to preferred, less costly, and more widely accessible channels (such as Internet and mobile services), where appropriate and applicable; and ensure access and usability for people with disabilities and hard-to-reach and disadvantaged customer populations.”

I have often heard it said in central government that local government is frequently more advanced than central government. I think that these six pages demonstrate that local government (including in the USA) is further advanced in serving the citizen than central government.  So why do we keep looking west, when locally or north-west may better provide solutions? In fact Lisa Nelson who is responsible for Research and Strategic Partnerships within Citizen Services and Innovative Technologies at the American GSA has pointed the W3C e-Government Interest Group towards a new Deloitte report for the Canadian government “Innovation in government – Conversations with Canada’s public service leaders“. The report spells out what are essentially cultural changes to the way government behaves, not unlike the recently published Socitm strategy for UK public services – “Planting the flag“.


Improved thinking

March 8, 2011

The new report from the Institute for Government entitled System error: fixing the flaws in government IT is a welcome approach to a long known issue, that of government IT project management. What is also welcome is that the report points to Canada and Australia, rather than the USA for best practice. I’ve frequently promoted the Canadian model on this blog, along with the occasional Australian example, but for far too long we have been taking our guide from the USA, the Canadian model has also had the benefit of being formed in an ‘age of austerity’.

Ian Watmore, Chief Operating Officer at the Cabinet Officer is one of those involved in this production, along with former Government CIO John Suffolk. Ian was reported by Computer Weekly welcoming the report at the launch event.

The word that reverberates through the report is ‘agile’, but also we are finally being expected to consult the user. The nature of agile is that it encourages ‘commoditisation’ of applications, and if the government were to follow the suggested Australian route of ‘opt-out’, there is more chance of not re-inventing wheels.

There appears to be a lot of buy-in across central government to the report, so perhaps we should wait and see what happens. However, I gather the ‘skunkworks‘ is in operation, so the fruits of their labours may soon be evident!


Return to Canada

July 1, 2009

Whilst away presenting a paper at the European Conference on E-Government ’09 in London, I read a new report from Canada entitled: From Research to Results: A Decade of Results-Based Service Improvement in Canada.

This turned out to be extremely appropriate, since all three papers in the stream my paper was in identified the missing link between academic research and the e-government practitioners.  In this excellent, small and readable 46 page guide, what Marson and Heintzman conclude is the key to Canadian success, it is the implementation of “action research focused on obtaining feedback from citizens that can be quickly translated by public managers into service improvment that citizens want and notice, including single windows, electronic gateways and service clusters.”  They also list “service improvment methods that focus rigourously on the drivers of citizen satisfaction with government service delivery.” 

Their documenting of the last ten years in Canada reinforces what this blog has been saying, that is, the need for web managers, IT managers, customer service managers and service managers to focus upon citizen satisfaction, but not as interpreted by by annual surveys or ad-hoc measurements, but instead by the continued monitoring of service delivery across the multiple channels.

The Canadians employed their academics and practitioners to prove that the customer is always right – but as to how far one takes their advice is down to the politicians and their budget management.


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