10 Tenets for Better Digital Governments (MoSo 2013)

#mosogov!
Ego Stuff
•  70 clients
•  Launched 170 applications, products, mobile apps,
and digital campaigns including 7 fashion and
fragrance brands
•  Lead creative on 13 native iOS applications and over
30 mobile and tablet-ready sites
•  Over 85 awards including Best of the Web, W3,
gov2.0, Rutgers, and Webby Honoree

#mosogov!
MOUNT TIMPANOGOS
Elevation: 3,582m
Base: 2,106m

#mosogov!
LONGEST DJ SET
Hours: 6

#mosogov!
The Value of Government

#mosogov!
“Public Sector” (Commercial) Value
•  Executing on a promise
•  Ideas increasing client profit

#mosogov!
The Difference
•  Corporations exist for sell their goods to the public.
– Hence are reliant on the quality of their good.
•  Government exists for the public good.
– Quality of the good is less important.

#mosogov!
•  Legislation is government’s deliverable.
•  That deliverable is as close to the letter of the law as
possible.
The Value of Government

#mosogov!
What is good government?

#mosogov!
HEATED PUBLIC POOLS FOR
WATER AEROBICS

#mosogov!
PUBLIC EDUCATION REFORM

#mosogov!
WHAT IS GOOD GOVERNMENT?
A good government is one that either helps or excuses
itself so that its citizens can achieve their basic core
human values.

#mosogov!
Basic Human Values:
•  Secure
•  Free
•  Opportunity (Advancement)
•  Valued
•  Connected
•  Contribution

#mosogov!
•  Secure
•  Free
•  Opportunity (Advancement)
•  Valued
•  Connected
•  Contribution
•  Protect
•  Uphold
•  Endow
•  Listen
•  Respond
•  Platform

#mosogov!
How can technology help us achieve this?

#mosogov!
First Printing Press

#mosogov!
Printing Press Advances

#mosogov!
Technologic Ubiquity

#mosogov!
I want us to ask ourselves every day, how are we using
technology to make a real difference in people’s lives.
- President Barack Obama

#mosogov!
2012
2.85 Million
5 Million Visits
2011
2.81 Million
3.5 Million Visits
2007
2.5 Million
350K Visits

#mosogov!
UTAH.GOV
SOME NUMBERS ‘N STUFF (2012)
•  5 Million Page Views (+48%)
•  +5% New, Unique Visitors Yearly
•  48% to 15% Bounce Rate
•  +13% Transactions
•  +15% Mobile Use
•  2,489,685 Searches

#mosogov!
265 Agencies
3,219 Services, Apps, Social Pages, etc

#mosogov!
JOBS.UTAH.GOV
80% of Visitation

#mosogov!
WHY’D YOU COME HERE?
TWO TASKS
•  Information Quest
•  Complete a task due to law or Legislative mandate

#mosogov!
t
65%

25%

8%

2%

#mosogov!
ANALYSE THE PRESENT
2009 FEEDBACK
•  “The movement is giving me motion sickness”
•  “Where’s the search?”
•  “Where’s the search results?”
•  “I don’t care about 90% of what’s on this page, I just
want to file my F&*K1NG taxes”

#mosogov!
Post 2011
•  Search analytics
•  Listen to new feedback
•  “I still just want to file my F&#!ng Taxes”

#mosogov!
Simplify the system. (Front-end)

#mosogov!
•  Request and Retrieve Archival Information
•  Submit Information

#mosogov!
Simplicity is communicating complexity
through precision.

#mosogov!
ADOPT NEW TECHNOLOGY, FASTER
•  CSS3, HTML5, Responsive

#mosogov!
IMPLEMENT AESTHETIC TREND, WISELY

#mosogov!
Fail Fast
Iterate Quickly

#mosogov!
BILL WATCH APP STATS
•  Downloads
–  860 users downloaded the app from the app stores
–  652 downloaded by iOS users in United States (75%); 198 Android (23%)
•  Users
–  580 users tracked bills
–  447 users tracked less than 10 bills (77%)
–  89 users tracked between 10 & 20 bills (15%)
–  161 Bills were tracked by the top user (2nd Highest: 79, 3rd: 77)
•  Bills
–  4,617 Bills Watched
–  3,934 by iOS (85%); 683 by Android (15%)
–  128 people watched HB0076 (22% of users) - Concealed Weapon Carry
Amendments
–  96 people watched HB0114 - Second Amendment Preservation Act
–  53 people watched SB0110 - School-based Budgeting Amendments

#mosogov!
The first is not the best.
But it doesn’t have to be.

#mosogov!
AGILE
When a 5.9 earthquake hit near Richmond, Virginia on
August 23rd, 2011, residents in New York City read
about the quake on Twitter feeds 30 seconds before they
experienced the quake themselves.

#mosogov!
PERGRINE FALCON
Top Speed: 389 km/h

#mosogov!
Peregrine Falcon
Range Map

#mosogov!
Speed of Delivery = Increased Usership

#mosogov!
A framework for agility.

#mosogov!
THE NEW TIMELINELaunch faster
Do more with existing staff
needed
WHY PORTABILITY?
Realize revenue sooner
Leverage experience from other portals
TRANSPARENCY
Financial transactions from State, County,
City, School Districts
PUBLIC MEETING
NOTICE
Statewide meeting notice centralization
PIO MEDIA PORTAL
Consolidates Blogs, Twitter and Media
from PIOs pushed to news agencies
COLD CASE FILES
Service that shows unsolved cases
for public view and allows citizens to
submit tips
PORTABLE APPLICATION FRAMEWORK CANDIDATES
TRADITIONAL
TIMELINE
PORTABILITY
TIMELINE
DISCOVERY CREATIVE DEVELOPMENT TEST
TESTCUSTOMIZEDISCOVERY
DEPLOY
DEPLOY
TRAIN
TRAIN

#mosogov!
ACCESSIBLE
“A popular government without
popular information or the means of
acquiring it, is but a prologue to a
farce, or a tragedy, or perhaps
both.”
August 4, 1822
James Madison
4th President of the United States of America

#mosogov!
ACCESSIBILITY
FOR ALL
•  2009: 2OS, 3 IEs, FF, SAFARI, CHROME, iPhone
•  2011: 3OS, 4 IEs, FF, SAFARI, CHROME, OPERA,
iPhone, iPad, Android
•  2012: 67 Browsers, 25 OSs, 14 Mobile OSs on 1000+
Carriers

#mosogov!
Utah.gov Right Now
•  508: 23 to 1 Error Violations
•  WCAG – LEVEL A: 15 to 3 Error Violations
•  Beta Ruleset: 25 Error Violations
•  FAE Ruleset: 0 Errors 20 Warnings

#mosogov!
Think beyond language.

#mosogov!
Accessibility should not thwart
ambition.

#mosogov!
Getting Secure
•  SSL
•  PCI Compliance
•  JavaScript Injection
•  Test
•  Fallbacks

#mosogov!
“Government accountability means that public officials
have an obligation to explain their decisions and actions
to the citizens…designed to prevent corruption and
ensure that public officials remain answerable and
accessible to the people they serve.”
-U.S. Department of State

#mosogov!
Three Types of Government Accountability:
•  Financial
•  Legislative
•  Usefulness

#mosogov!
Accountable: Legislative

#mosogov!
Accountable: Useful
•  Measure usefulness through open analytics.
•  If a service is useless, it costs money.

#mosogov!
APP-A-HOLICS
750k
Android
893k
iOS

#mosogov!
FRAMEWORK
DIY vs OPEN SOURCE

#mosogov!
Admit when you’re wrong.
Fix and move on.

#mosogov!
“What do you think of your state
government?”

#mosogov!
Accountable: Useful
•  Not listening
•  Prohibiting me from…
•  Denying rights
•  Hiding information

#mosogov!
How am I supposed to find that again?

#mosogov!
What matters to me, matters most…to me.

#mosogov!
Offline for Online
•  Consider the audience.
•  Market where they are.

#mosogov!
SOCIABLE
•  534 Facebook
•  748 Twitter
•  25 YouTube Channels
•  29 Google Plus Pages
•  89 Blogs
•  Blah, blah, blah…

#mosogov!
SOCIABLE
•  How can we be sociable outside of the niche
establishments? Extend the application with true
integration.
•  Go beyond a like button.

#mosogov!
SOCIABLE
•  Voter registration helps send tweet
•  What to wear tonight?
•  Instagram Involvement

#mosogov!
Socializing is about discussion.
Not a one-way conversation.

#mosogov!
You might not like what you’re
going to hear.

#mosogov!
Interesting site, but might put form too far above function?
@pjkerley
Try tabbing through Utah.gov links. Search is nowhere near
the first thing that comes up. Big problem for accessibility.
@MarcDrummond
So I turned off javascript and Utah.gov is not really usable.
@kristyfifelski

#mosogov!
What browser is the new site optimized for? The new Utah.gov site is not
rendering properly in Firefox.
@maricheney
Oh, wow. Utah.gov completely falls apart if you don't have Javascript
enabled. Small percentage, but big potential problem for those few.
@MarcDrummond

#mosogov!
Incredible user experience and great, eye catching design.
They set new standard.
@bobgourley
Gov't is just as much an info resource as a service provider.
Smart web design like Utah.gov helps it be both.
@abhinemani
Government as an intuitive experience? Who knew!
@jackmorton

#mosogov!
Utah's website was awesome before but is now even better. The
gold standard for govt.
@mikesher
Utah.gov is a landmark achievement for digital government and
constituent engagement.
@rachelsterne
Utah.gov is rather startlingly novel for a government website.
@bedroomation
Utah's new web site is beautiful and so very useful. How did
government do that?
@bobragsdale

#mosogov!
Every market, including government, can and will
undergo constant disruption.

#mosogov!
VEHICLES OF DISRUPTION
•  Collaboration (APIs)
•  Idea Sharing (Forums)
•  Participation (Civic Engagement)
•  Listening (Social)

#mosogov!
“Government is about doing together what we can’t do
alone…”
-Tim O’Reilly

#mosogov!
Back to reality. How?

#mosogov!
Do Better
•  Don’t be an A-Hol (App-A-Holic)
•  If you have to be, consider an indexing, categorization
•  Communicate with others in your industry, code share
to improve standardization
•  Benchmark for measurement of impact

10 Tenets for Better Digital Governments (MoSo 2013)

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