Here's Your Speeding Ticket -- How's That for Customer Service?

Larry Grant, "Attack of the Killer Tomatoes: Regulatory Policy Comes Home," Government Reinventors, 2008.06.17:

• "customer" doesn't make sense in regulatory situation
• suppose cops gives you a speeding ticket; you aren't exactly a customer
• note that Grant still looks for a "customer" in the relationship; he suggests in regulatory situations, the regulated are "compliers," while the general public is the "customer" receiving the benefit of government protection

California State Government Best Practices Wiki

State of California Best Practices Wiki:

• in-house: only state employees can add content, though public can read
  
• created this year
• focused right now on five areas: correctional healthcare, customer service, Green California, HR, and IT
• "powered by crowd-sourcing"
• monitored by Calif. State Library staff, "who will edit material for defamatory, illegal or otherwise inappropriate content"
• code of conduct: "respect your fellow State employees"
• supervisor approval for submissions not required, but wiki encourages letting supervisors know what you post in order to spread the word about the site

Wisconsin Legislative Reference Bureau "Tap the Power" Bibliography

Heck of an idea: the Wisconsin Legislative Reference Bureau ("a non-partisan agency serving the Wisconsin Legislature since 1901") publishes Tap the Power, an online bibliography on major issues. Each issue bibliography is compiled and posted by an LRB staffer. Tap the Power also includes an apparently annual "Favorite Books" feature, listing books recommended by legislators and staff.

JMDiMicco: Embedding Values in Tech

IBM's Joan Morris DiMicco talks about a talk by Warren Sack on evaluating software. He speaks of needing "criteria of democracy and the public good." She interprets and agrees that "we embed our values into the technology we design," cites object-oriented programming as a manifestation of our embrace of "modern top-down, distributed corporations."

Anthony Williams on Government 2.0

Paula Klein, "How Web 2.0 Can Reinvent Government," CIO Insight Weekly Report, 2008.04.01. URL: http://www.cioinsight.com/c/a/Expert-Voices/Web-20-Reinventing-Democracy/

Anthony Williams co-wrote Wikinomics with Donald Tapscott. He says collaborative tech is changing business; gov't needs to catch up!

Q: Are there many differences between Web 2.0 use in the public and private sectors?

Williams: Perhaps the obvious difference is that businesses have customers and employees, but the public sector also has citizens, who are much like shareholders. Citizens and shareholders are similar, but the citizen relationship is arguably deeper: It implies a set of rights and freedoms, as well as a set of obligations and responsibilities to the state. [emph mine]

--government moves more slowly, more cautiously: always an opposition party waiting to pounce; less tolerance for risk than in business
--government "silo" structure like old (in Friedman terms) business structure: time to flatten the world, horizontally integrate

Spectacular list of "G-Webs":

1. Intellipedia: Wikipedia for spooks!
2. Politicopia: Utah Rep. Steve Urquhart's experiment in a do-it-yourself CLDS
3. Neighborhood Knowledge Los Angeles (and statewide counterpart NKCA): big data portal for community improvement activists -- lots of public data and maps intended to help people get info about their communities without sifting through tons of docs at the courthouse. Sure, it's more the government service provider model, but it's providing information with the idea that "consumers" are going to use the info for their own political decision-making and action. It's not G2C; it's G2G!
   

Top-down management mindset may hold back Govt 2.0 -- those guys don't want to give up their authority. Plus...

[Williams]: There’s considerable skepticism about the role citizens should play in policy-making. Do they have the time and expertise to make meaningful contributions to complex policy deliberations? This debate goes back centuries. In the early 20th century, journalist Walter Lippmann questioned the competency of average citizens, comparing them to a deaf spectator in the back row. By contrast, [philosopher] John Dewey argued against “an oligarchy managed in the interests of the few” and was a proponent of greater citizen participation and democratic education. That debate continues.

What’s different is that citizens now have unprecedented tools to inform themselves, to reach out to others with like interests and to organize as never before. Politicians have tools, too. There’s no excuse not to use them. The infrastructure is there. It’s about political will and a willingness to be open and to incorporate feedback and put it into practice. At the same time, digital communications make geography less relevant and reinforce the need to open up the policy-making process to global participation.

On legitimacy: go 2.0 or die! Seriously!

[Williams]: Governments that choose not to open up or those that fail to foster active participation in governance will eventually lose legitimacy and authority. Citizens increasingly self-organize to provide their own entertainment, media and services. Is it a stretch to imagine a self-organized open-source approach to government? Governments can either be active participants in this process or unwilling bystanders.

But is Govt 2.0 practical? Can we actually involve all of us South Dakotans in a policy debate?

[Williams]: Software developers have already figured out how to scale up collaboration technologies to support global business enterprises, so I see no reason why Web 2.0 could not support hundreds of thousands of people in a real-time policy debate. [emph mine]

My Papers and Presentations

Papers by CA Heidelberger:

1. "Citizens, Not Customers: Transforming E-Government," INFS 614: Intro to Research MEthods, DSU, 2007.12.09. formats: Word | PDF
2. "Citizen-Legislator Discourse System: Toward Neohumanist E-Government," INFS 805: Design Research Methodology, DSU, 2007.11.15. formats: Word | PDF
   

Presentations by CA Heidelberger:

1. "Improving E-Government: Citizens as Participants, Not Consumers," Student Research Initiative Poster Session, State Capitol Rotunda, Pierre, SD, 2008.02.20. formats: Publisher | GIF | JPG
2. "Improving E-Government: Citizens as Participants, Not Consumers" [PowerPoint], INFS 890 Spring Seminar, Dakota State University, Madison, SD, 2008.03.26.
   

References: INFS 890 Seminar

presented 2008.03.26

1. AMCIS 2008 Conference: E-Government mini-track. URL: http://www.business.mcmaster.ca/amcis2008/MT/amcis-pr-069-2008-File001.pdf
2. ACSI (2006). "ACSI Methodology," About ACSI. American Consumer Satisfaction Index. Downloaded 2008.03.21. URL: http://www.theacsi.org/index.php?option=com_content&task=view&id=48&Itemid=41
3. Baum, C., and DiMaio, A., "Gartner's Four Phases of E-Government Model," Gartner, Inc., Research Note, Tutorial TU-12-6113, 21 Nov 2000
4. Benkler, Yochai (2006). The Wealth of Networks: How Social Production Transforms Markets and Freedom. New Haven, CT: Yale University.
5. Birdsall, Stephanie (2005). 'The Democratic Divide," First Monday (10:4).
6. Butler, Patrick, and Collins, Neil (2004). "Citizen as Consumer." In Neil Collins and Terry Cradden (Eds.), Political Issues in Ireland Today. Manchester University Press, 135-148.
7. Borland, John (2007). "Online Voting Clicks in Estonia," Wired.com, 2007.03.02. Downloaded 2008.03.19. URL: http://www.wired.com/politics/security/news/2007/03/72846
8. Fornell, Claes (2007). "Government Satisfaction Scores," ACSI Scores and Commentary, 2007.12.17. Downloaded 2008.03.21. URL: http://www.theacsi.org/index.php?option=com_content&task=view&id=176&Itemid=62
9. Gibson, Rachel (2001). "Elections Online: Assessing Internet Voting in Light of the Arizona Primary," Political Science Quarterly (116:4), 561–583.
10. Keating, Michael (1995). "Size, Efficiency, and Democracy: Consolidation, Fragmentation, and Public Choice." In David Judge, Gerry Stoker, and Harold Wolman (Eds.). Theories of Urban Politics . Thousand Oaks, CA:Sage Publications, 117–134.
11. Lourenço, Rui Pedro, and Costa, João Paulo (2007). "Incorporating Citizens' Views in Local Policy Decision Making Processes," Decision Support Systems (43:4), August, 1499–1511.
12. Martinelli, Nicole (2008). "In an Internet First, Americans Abroad Cast E-Votes in Democratic Primary," Wired.com, 2008.02.05. downloaded 2008.03.19. URL: http://www.wired.com/politics/onlinerights/news/2008/02/primary_evote
13. OMB E-Government Task Force, "E-Government Strategy: Simplified Delivery of Services to Citizens," Office of Management and Budget, United States Federal Government, 27 Feb 2002.
14. Osborne, David, and Ted Gaebler. 1992. Reinventing Government: How the Entrepreneurial Spirit Is Transforming the Public Sector. Reading, MA: Addison-Wesley.
15. Newman, J., "Issue Brief: Electronic Government," Bureau of Information and Telecommunications, State of South Dakota, Nov 2003.
16. Ryan, Neal (2001). "Reconstructing Citizens as Consumers: Implications for New Modes of Governance," Australian Journal of Public Administration (60:3), 104-109.
17. Rehg, William, McBurney, Peter, and Parsons, Simon. (2005). "Computer Decision-Support Systems for Public Argumentation: Assessing Deliberative Legitimacy," AI & Society (19), 203–229.
18. Turoff, M., Hiltz, S.R., Cho, H.-K., Li, Z., and Wang, Y., "Social Decision Support Systems (SDSS)," Proceedings of the 35th Hawaii international Conference on System Sciences, 2002, pp. 81–90.