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From Open Government
to Online Engagement:
Lessons Learned


Andrew Krzmarzick
GovLoop
Director of Community Engagement
Our Time Together

 1. Overview of GovLoop

 2. Evolution of Open Government

 3. Social Media Trends

 4. Online Engagement: Lessons Learned
• 14 years raising money and
  awareness for non-profits,
  educational institutions and social
  businesses
• Generated over $100 million through
  proposals, fundraising and marketing
• Design and deliver presentations on
  social media, generational diversity,
  telework, and social learning
• Built first-of-its-kind, government-
  wide mentors program in the U.S.
                                              Andrew Krzmarzick
• Manage a team of 15 full-time and
                                          LinkedIn.com/in/andrewkrzmarzick
  part-time employees to deploy a
  comprehensive digital engagement                  @krazykriz
  strategy
Online community of
             government colleagues
               helping each other
             to do their jobs better.

Mission: “Connect government to improve government”
Evolution
Passionate Federal                                                          Full-Time
    Employee              Committed Volunteers                              Team = 4


    JUN 2008:           JAN 2009:       JUN 2009:          SEP 2009:       JUL 2010:
     GovLoop           Community          10,000            20,000       Next Gen Gov
    Launched             Leaders        Members            Members        Event in DC




    SEP 2010:           MAR 2011:        SEP 2011:         Jul 2012:      SEP 2012:
     40,000             Mentors           50,000          Next Gen =       60,000
    Members             Program          Members             600+         Members


                     20+ Corporate           Sub-Communities, Podcast,      Team = 14
                       Partners                      Guides
Member Overview
Top 10 Agencies on GovLoop
1.Dept. of Defense
2.Dept. of Health & Human Services
3.Dept. of Agriculture
4.Dept. of Veterans Affairs
5.Dept. of Homeland Security
6.General Services Admin.
7.Dept. of Commerce
8.Environmental Protection Agency
9.Dept. of Transportation
10. Dept. of Labor
             Total # of Agencies: 37
“Knowledge Network”

Vehicles:     Value:
• Blogs       •Share and find best practices
• Forums
              •Get questions answered quickly
• Groups
              •Solve problems faster
• Events
• Guides      •Learn from peers and experts

• Podcasts
• Webinars
“Knowledge
 Network”




    1. Learn from each other online.
“Knowledge Network”




    2. Learn from each other in person.
“Knowledge
 Network”




   3. Learn from each other one-on-one.
“Knowledge Network”




     4. Learn from experts via webinars.
“Knowledge Network”




     5. Learn from experts via podcasts.
“Knowledge Network”




    6. Learn from experts / each other via guides.
“Knowledge Network”

Partners With:
         With




    7. Teach citizens that government works.
“Knowledge Network”



  Questions?
Status of Open Government and Transparency
President Obama: Day 1
Historic Change?

"Liberty cannot be
preserved without
a general
knowledge among
the people, who
have a right and
a desire to know.”
President Obama: Day 2




  http://www.whitehouse.gov/the_press_office/TransparencyandOpenGovernment
January 21, 2009

                                        “Nondisclosure should never be
                                        based on an effort to protect the
                                        interest of Government officials at
                                        the expense of those they are
                                        supposed to serve.”

                                        “All agencies should adopt a
                                        presumption in favor of
                                        disclosure….”

                                        Presume openness;
                                        disclose affirmatively;
                                        and modernize.

http://www.justice.gov/ag/foia-memo-march2009.pdf
Status of Open Government and Transparency
Status of Open Government and Transparency
Status of Open Government and Transparency
Status of Open Government and Transparency
January 2010
January 2010
January 2010
March 2010




http://www.whitehouse.gov/sites/default/files/omb/assets/memoranda_2010/m10-11.pdf
300+ to date
http://www.whitehouse.gov/sites/default/files/omb/assets/memoranda_2010/m10-11.pdf
September 2011
                                            •   disclosed more information
                                                under the Freedom of
                                                Information Act.
                                            •   devised ambitious Open Government
                                                Plans to increase opportunities for
                                                public engagement
                                            •   made voluminous information newly
                                                available on government websites.
                                            •   shined more light on federal spending.
                                            •   taken steps to provide more disclosure
                                                of sensitive government information.
                                            •   used technology in many innovative
                                                ways that make information useful to
                                                citizens in their everyday lives.



http://www.whitehouse.gov/sites/default/files/omb/assets/memoranda_2010/m10-11.pdf
Freedom of Information
                        •   Agencies made full disclosures—i.e., un-
                            redacted disclosure of all requested information—
                            for nearly 56% of all FOIA requests where
                            responsive records were processed.
                        •   constitutes more than a 6% increase over the
                            previous year from October 2008 through
                            September 2009.

•   marks the first increase in full FOIA disclosures in the past
    ten years.
•   Taking partial and full disclosures together, agencies made
    disclosures in 93-94%% of all processed FOIA requests over
    the last fiscal year.



       http://www.whitehouse.gov/sites/default/files/omb/assets/memoranda_2010/m10-11.pdf
Freedom of Information
                        •   Over the past fiscal year, the ninety-seven
                            agencies subject to the FOIA together invoked
                            FOIA exemptions less than in the previous year.
                            In fact, the invocation of FOIA exemptions
                            dropped by nearly 54,000 over the past
                            year, more than a 10% reduction.
•   agencies overall processed more requests than they received
    this past fiscal year…also increased the number of FOIA requests they
    processed as compared with last fiscal year
•   reduced their backlogs of pending FOIA requests over the
    past fiscal year. The ninety-seven agencies across the government
    that are subject to FOIA collectively reduced their backlogs by 10.1%.




       http://www.whitehouse.gov/sites/default/files/omb/assets/memoranda_2010/m10-11.pdf
Freedom of Information
Digital Government Strategy




                                                            March 2012
  http://www.whitehouse.gov/sites/default/files/omb/memoranda/2012/m-12-18.pdf
Digital Government




http://www.whitehouse.gov/sites/default/files/omb/memoranda/2012/m-12-18.pdf
Digital Government




   http://www.state.gov/digitalstrategy/
Digital Government




   http://www.state.gov/digitalstrategy/
Digital Government




http://www.gsa.gov/portal/content/142785
Digital Government




http://www.howto.gov
Digital Government




http://www.howto.gov
Digital Government




http://www.apps.gov/
Open Innovation: Leading Practices




• Allows vets to access and download            • compares different plans
  information from My HealtheVet into
  simple text file or PDF                       • shows information that has
• Gives control without special software          never been made public
• Enables sharing with health care
  providers, caregivers, or people you trust.
Open Innovation: Leading Practices
8 Lessons from Open Gov in the U.S.
1. Nail down policy first.
2. Remove legal hurdles.
3. Give clear directions and deadlines.
4. Assign agency champions.
5. Provide tools and resources.
6. Hold agencies accountable, report on progress.
7. Use peer pressure via comparison.
8.Highlight leading practices.
Open Government: Global Impact


                                       Sep 2011




  http://www.opengovpartnership.org/
Open Government: Global Impact
                                 • Launched on September 20, 2011, with 8
                                   founding governments (Brazil, Indonesia,
                                     Mexico, Norway, Philippines, South Africa, UK, US)
                                 • aims to secure concrete commitments from
                                   governments to promote transparency,
                                   empower citizens, fight corruption, and
                                   harness new technologies to strengthen
                                   governance.
                                 • overseen by a steering committee of
                                   governments and civil society organizations.
Participating countries must:
    • embrace a high-level Open Government Declaration;
    • deliver a country action plan developed with public
       consultation; and
    • commit to independent reporting on their progress.


    http://www.opengovpartnership.org/
Open Government: Israeli Impact




  http://www.opengovpartnership.org/
Open Government: Israeli Impact




  http://www.opengovpartnership.org/
Open Government: Global Impact




  http://www.opengovpartnership.org/
Open Government: Global Impact




  http://www.opengovpartnership.org/
Open Government: Local Impact



                                Dec 2010
Open Government: Local Impact




     OpenGovernmentInitiative.org/
Open Government: Local Impact
5 Mega Trends
     with Social Media
     and Government*


*Source: http://www.businessesgrow.com/2011/04/04/five-mega-trends-how-social-media-is-transforming-government/ç
1. The cry for transparency

         “This is a terrible time to be a control freak”
                                                                – Hillary Clinton, U.S. Secretary of State


•broad recognition that government information belongs to the people
•technology is enabling a new wave of sharing
•Best practice: U.S. Government Printing Office site
    o volumes of documents now available at visitor finger tips




     *Source: http://www.businessesgrow.com/2011/04/04/five-mega-trends-how-social-media-is-transforming-government/ç
2. Citizen engagement

 “The opportunity of social media and government is not
      economic or technological. It’s emotional.”
                                            — Aneesh Chopra, Former CTO of the U.S. Government


•Challenge.gov rewards citizens with cash prizes for solving government
problems
•Crowd-sourced budgeting processes
•NASA has a range of programs encouraging active participation in
agency project – customize your own NASA project page



     *Source: http://www.businessesgrow.com/2011/04/04/five-mega-trends-how-social-media-is-transforming-government/ç
3. Humanizing government
             “Social media is not a second website,
                      it’s a community.”
                                                                — Tristram Perry, U.S. State Department


•people are people, brands are building an emotional connection
•citizens are expecting government to do the same
•City of Reno poked fun with YouTube videos, crooked Christmas tree.
•U.S. Embassy, Jakarta = more Facebook fans than all embassies combined:
    o Spark discussion and give people a reason to belong.
    o Customize your information for your audience.
    o Develop unique, engaging content.
    o Post regularly.
    o Set goals and reassess them periodically.

     *Source: http://www.businessesgrow.com/2011/04/04/five-mega-trends-how-social-media-is-transforming-government/ç
4. Crisis management




  *Source: http://www.businessesgrow.com/2011/04/04/five-mega-trends-how-social-media-is-transforming-government/ç
5. Real-time response (and mobile)

•in private sector, there are many case studies about companies using social
media as an effective tool to solve problems in real-time
•these practices are being adopted by state and city (and federal) governments.
•with a tweet or text (or an app) — potholes, broken street lights and other
issues are being reported and fixed.
•311-Twitter service in San Franciso, for example, has answered over 7 million
calls and thousands of more requests online.


            Why wouldn’t citizens expect national
                      governments to do the same?


      *Source: http://www.businessesgrow.com/2011/04/04/five-mega-trends-how-social-media-is-transforming-government/ç
Leading Practice: Israel Ministry of Foreign Affairs




  *Source: http://www.businessesgrow.com/2011/04/04/five-mega-trends-how-social-media-is-transforming-government/ç
Leading Practice: Israel Ministry of Foreign Affairs




  *Source: http://www.businessesgrow.com/2011/04/04/five-mega-trends-how-social-media-is-transforming-government/ç
Leading Practice: Israel Ministry of Foreign Affairs




  *Source: http://www.businessesgrow.com/2011/04/04/five-mega-trends-how-social-media-is-transforming-government/ç
Leading Practice: Israel Ministry of Foreign Affairs




  *Source: http://www.businessesgrow.com/2011/04/04/five-mega-trends-how-social-media-is-transforming-government/ç
Anatomy of a Fantastic Facebook Page
1. Human voice
2. Effective use of photos
3. Relevant, local information
4. Diverse information
5. Blend of fun and serious
6. Frequent posting
7. Open forum




   *Source: http://www.businessesgrow.com/2011/04/04/five-mega-trends-how-social-media-is-transforming-government/ç
4 Lessons for Open
Online Engagement
       from
1. Engagement is Not Easy
• It’s REALLY hard, but…
• There’s a methodology and rigor

    Integration with traditional
         communication =
      key to driving real results
2. Email is Not Dead
           1                   6
                           4


                               7


2                          5




                               8
3
                                   9
If Twitter was a country




                Population: 140 million
It would be bigger than Russia, Ukraine and Kazakhstan
If Facebook was a country




         Population: 1 billion active users
    It would be the world’s 3rd largest country
Bigger than North and South America combined
If Email Was a Country




It Covers Continents
 It would be an empire: 2.9 Billion users
Anatomy of a “Social” Newsletter
           1                           6
                         4


                                       7


2                       5




                                       8
3
                                           9
3. Aim for an Integrated Approach
4. You Don’t Have to Do It All




        Test => Learn => Iterate
Recommended Resource




  http://www.slideshare.net/alexgrech/open-government-and-social-media
Andrew@GovLoop.com
LinkedIn.com/in/AndrewKrzmarzick
202-352-1806
@krazykriz

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Status of Open Government and Transparency

  • 1. From Open Government to Online Engagement: Lessons Learned Andrew Krzmarzick GovLoop Director of Community Engagement
  • 2. Our Time Together 1. Overview of GovLoop 2. Evolution of Open Government 3. Social Media Trends 4. Online Engagement: Lessons Learned
  • 3. • 14 years raising money and awareness for non-profits, educational institutions and social businesses • Generated over $100 million through proposals, fundraising and marketing • Design and deliver presentations on social media, generational diversity, telework, and social learning • Built first-of-its-kind, government- wide mentors program in the U.S. Andrew Krzmarzick • Manage a team of 15 full-time and LinkedIn.com/in/andrewkrzmarzick part-time employees to deploy a comprehensive digital engagement @krazykriz strategy
  • 4. Online community of government colleagues helping each other to do their jobs better. Mission: “Connect government to improve government”
  • 5. Evolution Passionate Federal Full-Time Employee Committed Volunteers Team = 4 JUN 2008: JAN 2009: JUN 2009: SEP 2009: JUL 2010: GovLoop Community 10,000 20,000 Next Gen Gov Launched Leaders Members Members Event in DC SEP 2010: MAR 2011: SEP 2011: Jul 2012: SEP 2012: 40,000 Mentors 50,000 Next Gen = 60,000 Members Program Members 600+ Members 20+ Corporate Sub-Communities, Podcast, Team = 14 Partners Guides
  • 6. Member Overview Top 10 Agencies on GovLoop 1.Dept. of Defense 2.Dept. of Health & Human Services 3.Dept. of Agriculture 4.Dept. of Veterans Affairs 5.Dept. of Homeland Security 6.General Services Admin. 7.Dept. of Commerce 8.Environmental Protection Agency 9.Dept. of Transportation 10. Dept. of Labor Total # of Agencies: 37
  • 7. “Knowledge Network” Vehicles: Value: • Blogs •Share and find best practices • Forums •Get questions answered quickly • Groups •Solve problems faster • Events • Guides •Learn from peers and experts • Podcasts • Webinars
  • 8. “Knowledge Network” 1. Learn from each other online.
  • 9. “Knowledge Network” 2. Learn from each other in person.
  • 10. “Knowledge Network” 3. Learn from each other one-on-one.
  • 11. “Knowledge Network” 4. Learn from experts via webinars.
  • 12. “Knowledge Network” 5. Learn from experts via podcasts.
  • 13. “Knowledge Network” 6. Learn from experts / each other via guides.
  • 14. “Knowledge Network” Partners With: With 7. Teach citizens that government works.
  • 18. Historic Change? "Liberty cannot be preserved without a general knowledge among the people, who have a right and a desire to know.”
  • 19. President Obama: Day 2 http://www.whitehouse.gov/the_press_office/TransparencyandOpenGovernment
  • 20. January 21, 2009 “Nondisclosure should never be based on an effort to protect the interest of Government officials at the expense of those they are supposed to serve.” “All agencies should adopt a presumption in favor of disclosure….” Presume openness; disclose affirmatively; and modernize. http://www.justice.gov/ag/foia-memo-march2009.pdf
  • 30. September 2011 • disclosed more information under the Freedom of Information Act. • devised ambitious Open Government Plans to increase opportunities for public engagement • made voluminous information newly available on government websites. • shined more light on federal spending. • taken steps to provide more disclosure of sensitive government information. • used technology in many innovative ways that make information useful to citizens in their everyday lives. http://www.whitehouse.gov/sites/default/files/omb/assets/memoranda_2010/m10-11.pdf
  • 31. Freedom of Information • Agencies made full disclosures—i.e., un- redacted disclosure of all requested information— for nearly 56% of all FOIA requests where responsive records were processed. • constitutes more than a 6% increase over the previous year from October 2008 through September 2009. • marks the first increase in full FOIA disclosures in the past ten years. • Taking partial and full disclosures together, agencies made disclosures in 93-94%% of all processed FOIA requests over the last fiscal year. http://www.whitehouse.gov/sites/default/files/omb/assets/memoranda_2010/m10-11.pdf
  • 32. Freedom of Information • Over the past fiscal year, the ninety-seven agencies subject to the FOIA together invoked FOIA exemptions less than in the previous year. In fact, the invocation of FOIA exemptions dropped by nearly 54,000 over the past year, more than a 10% reduction. • agencies overall processed more requests than they received this past fiscal year…also increased the number of FOIA requests they processed as compared with last fiscal year • reduced their backlogs of pending FOIA requests over the past fiscal year. The ninety-seven agencies across the government that are subject to FOIA collectively reduced their backlogs by 10.1%. http://www.whitehouse.gov/sites/default/files/omb/assets/memoranda_2010/m10-11.pdf
  • 34. Digital Government Strategy March 2012 http://www.whitehouse.gov/sites/default/files/omb/memoranda/2012/m-12-18.pdf
  • 36. Digital Government http://www.state.gov/digitalstrategy/
  • 37. Digital Government http://www.state.gov/digitalstrategy/
  • 42. Open Innovation: Leading Practices • Allows vets to access and download • compares different plans information from My HealtheVet into simple text file or PDF • shows information that has • Gives control without special software never been made public • Enables sharing with health care providers, caregivers, or people you trust.
  • 44. 8 Lessons from Open Gov in the U.S. 1. Nail down policy first. 2. Remove legal hurdles. 3. Give clear directions and deadlines. 4. Assign agency champions. 5. Provide tools and resources. 6. Hold agencies accountable, report on progress. 7. Use peer pressure via comparison. 8.Highlight leading practices.
  • 45. Open Government: Global Impact Sep 2011 http://www.opengovpartnership.org/
  • 46. Open Government: Global Impact • Launched on September 20, 2011, with 8 founding governments (Brazil, Indonesia, Mexico, Norway, Philippines, South Africa, UK, US) • aims to secure concrete commitments from governments to promote transparency, empower citizens, fight corruption, and harness new technologies to strengthen governance. • overseen by a steering committee of governments and civil society organizations. Participating countries must: • embrace a high-level Open Government Declaration; • deliver a country action plan developed with public consultation; and • commit to independent reporting on their progress. http://www.opengovpartnership.org/
  • 47. Open Government: Israeli Impact http://www.opengovpartnership.org/
  • 48. Open Government: Israeli Impact http://www.opengovpartnership.org/
  • 49. Open Government: Global Impact http://www.opengovpartnership.org/
  • 50. Open Government: Global Impact http://www.opengovpartnership.org/
  • 51. Open Government: Local Impact Dec 2010
  • 52. Open Government: Local Impact OpenGovernmentInitiative.org/
  • 54. 5 Mega Trends with Social Media and Government* *Source: http://www.businessesgrow.com/2011/04/04/five-mega-trends-how-social-media-is-transforming-government/ç
  • 55. 1. The cry for transparency “This is a terrible time to be a control freak” – Hillary Clinton, U.S. Secretary of State •broad recognition that government information belongs to the people •technology is enabling a new wave of sharing •Best practice: U.S. Government Printing Office site o volumes of documents now available at visitor finger tips *Source: http://www.businessesgrow.com/2011/04/04/five-mega-trends-how-social-media-is-transforming-government/ç
  • 56. 2. Citizen engagement “The opportunity of social media and government is not economic or technological. It’s emotional.” — Aneesh Chopra, Former CTO of the U.S. Government •Challenge.gov rewards citizens with cash prizes for solving government problems •Crowd-sourced budgeting processes •NASA has a range of programs encouraging active participation in agency project – customize your own NASA project page *Source: http://www.businessesgrow.com/2011/04/04/five-mega-trends-how-social-media-is-transforming-government/ç
  • 57. 3. Humanizing government “Social media is not a second website, it’s a community.” — Tristram Perry, U.S. State Department •people are people, brands are building an emotional connection •citizens are expecting government to do the same •City of Reno poked fun with YouTube videos, crooked Christmas tree. •U.S. Embassy, Jakarta = more Facebook fans than all embassies combined: o Spark discussion and give people a reason to belong. o Customize your information for your audience. o Develop unique, engaging content. o Post regularly. o Set goals and reassess them periodically. *Source: http://www.businessesgrow.com/2011/04/04/five-mega-trends-how-social-media-is-transforming-government/ç
  • 58. 4. Crisis management *Source: http://www.businessesgrow.com/2011/04/04/five-mega-trends-how-social-media-is-transforming-government/ç
  • 59. 5. Real-time response (and mobile) •in private sector, there are many case studies about companies using social media as an effective tool to solve problems in real-time •these practices are being adopted by state and city (and federal) governments. •with a tweet or text (or an app) — potholes, broken street lights and other issues are being reported and fixed. •311-Twitter service in San Franciso, for example, has answered over 7 million calls and thousands of more requests online. Why wouldn’t citizens expect national governments to do the same? *Source: http://www.businessesgrow.com/2011/04/04/five-mega-trends-how-social-media-is-transforming-government/ç
  • 60. Leading Practice: Israel Ministry of Foreign Affairs *Source: http://www.businessesgrow.com/2011/04/04/five-mega-trends-how-social-media-is-transforming-government/ç
  • 61. Leading Practice: Israel Ministry of Foreign Affairs *Source: http://www.businessesgrow.com/2011/04/04/five-mega-trends-how-social-media-is-transforming-government/ç
  • 62. Leading Practice: Israel Ministry of Foreign Affairs *Source: http://www.businessesgrow.com/2011/04/04/five-mega-trends-how-social-media-is-transforming-government/ç
  • 63. Leading Practice: Israel Ministry of Foreign Affairs *Source: http://www.businessesgrow.com/2011/04/04/five-mega-trends-how-social-media-is-transforming-government/ç
  • 64. Anatomy of a Fantastic Facebook Page 1. Human voice 2. Effective use of photos 3. Relevant, local information 4. Diverse information 5. Blend of fun and serious 6. Frequent posting 7. Open forum *Source: http://www.businessesgrow.com/2011/04/04/five-mega-trends-how-social-media-is-transforming-government/ç
  • 65. 4 Lessons for Open Online Engagement from
  • 66. 1. Engagement is Not Easy • It’s REALLY hard, but… • There’s a methodology and rigor Integration with traditional communication = key to driving real results
  • 67. 2. Email is Not Dead 1 6 4 7 2 5 8 3 9
  • 68. If Twitter was a country Population: 140 million It would be bigger than Russia, Ukraine and Kazakhstan
  • 69. If Facebook was a country Population: 1 billion active users It would be the world’s 3rd largest country Bigger than North and South America combined
  • 70. If Email Was a Country It Covers Continents It would be an empire: 2.9 Billion users
  • 71. Anatomy of a “Social” Newsletter 1 6 4 7 2 5 8 3 9
  • 72. 3. Aim for an Integrated Approach
  • 73. 4. You Don’t Have to Do It All Test => Learn => Iterate
  • 74. Recommended Resource http://www.slideshare.net/alexgrech/open-government-and-social-media