1. INNOVATIVE USE OF ICTS: TOWARDS A CITIZEN- DRIVEN PUBLIC SECTOR Barbara-Chiara Ubaldi Project Manager, E-government Public Sector Reform Directorate for Public Governance and Territorial Development OECD 1 st Asian Public Governance Forum on Public Innovation 11-12 June 2014 Jakarta, Indonesia

2. New digital solutions for new challenges? Some options… –Social Media –M-Government –Open Government Data Conclusions Overview

3. New expectationsDigital opportunities Capacity to tackle “wicked” / complex policy issues Smart, Open, Participatory integrated and agile governments Join up public administration processes and interfaces Interoperability, horizontal enablers, standards & integrated one-stop-shops, cloud computing Tailor and align public services OGD (data mining and analysis), co-design and co-delivery Open up for public engagementOpen Data and Social media Innovation in public service delivery OGD, Social Media, M-gov and digital welfare New digital opportunities for better governance ?

4. Which results can we expect? Interopera bility Sharing ICTs Improved performance Integrated services

5. Improving internal performance to increase final satisfaction Identity : e-ID & authentication Selection of adequate solution & mode of delivery Alignment : internal processes, functions, systems & data Governance : horizontal & vertical Context & capability assessment Insight : user preferences & needs Integrated portal / one stop shop The service interface is just the tip of the iceberg.

6. Social Media

7. Uptake of online public services By age group of individual Source: OECD, Government at a Glance 2013

8. Digital public services do not reach young people – can social media bridge the gap? 8 Source: OECD, forthcoming, “Social media use by governments”. only 28% use e-gov services 93% use social media Example UK

9. Which strategic objectives of social media strategies?

10. Social Media: Experimentation or goal orientation? The vast majority of highest central government institutions in the OECD use either Twitter or Facebook. Many use both. (Only institutional accounts for president, prime minister or entire government) A minority of national governments formulate explicit objectives or have a government-wide strategy for the use of social media. Can some degree of government-wide guidance and steering make social media use more goal-oriented? 26out of 34 17out of 34 Source: OECD survey on social media use in government, 2013. Preliminary results.

11. Mobile government

12. The evolution of m-government : an opportunity?

13. From e-government to m-government? Source: OECD Report on Mobile Government, 2011

14. Main challenges of m-government Careful analysis of challenges: –Organisational –Technical –Financial and economic challenges –Governance –Legal and regulatory challenges Avoid enforcement but enable access to those who are willing Pragmatic strategic planning: Infrastructure strategy, service delivery strategy, organisational change strategy, end-user (civil servant, citizen, business) and m-enabled solution focus of the planning and not technology Part of the broader multichannel service delivery strategy Linked to strategies on use of new technologies and open data

15. Open Government Data

16. ICT + Open data = potential revolutionary approach to service design and provision and to assess efficiency in the delivery and users’ satisfaction How? better use of data analysis in policy making and public services for more integrated and innovative service delivery crowdsourcing ideas and involving innovators from inside and outside governments to create new ways to tackle old and new problems frontline professionals who see real time performance and impact of public services and policies on citizens can generate and use appropriate data to improve service experience if given tools and incentives to do so blurring of personal and professional lives in terms of 2.0 tools use could improve performance through two-way exchange of experience and skills Open data…an opportunity for open innovation?

17. What are the targeted objectives of Open Government Data? Source: OECD Open Data Report (forthcoming 2014)

18. Taking advantage of Open Data to innovate has several implications: –understanding citizens’ specific needs, behaviours and mental models, and how to use the data to respond to these needs –creating the right ecosystem –providing “liquid data,” i.e. downloadable data that can be used by third parties –establishing the right public sector Do we know the implications?

19. Principal Challenges for further Development of OGD Initiatives Source: OECD Open Data Report (forthcoming 2014)

20. Organisational and cultural challenges –empower civil servants while retaining their impartiality and trust from government and citizens. –equip civil servants with necessary skills for… …predictive analytics to identify patterns and create models; … use 2.0 technologies for social engagement, negotiate and connect to people; … understanding emerging problems and use of IT to solve them e.g. cybercrime investigation). – provide tools, mechanisms and guidelines. What changes are needed in the Public Sector for OGD to work?

21. New technologies combined with new technological trends offer new opportunities for public innovation Focus on end results and outcomes while using digital technologies to improve internal performance and innovate Everything comes at a cost…”non- monetary” at times! Conclusions

22. THANK YOU! For more information: www.oecd/gov/egov barbara.ubaldi@oecd.org