Science or Fiction? ICT in the future of Government service delivery

Slide 1

Title Slide.

“We tend to overestimate the short term impact of technology and underestimate the long term impact.” Dr Francis Collins.

Slide 2

Some things are sure...

Images:

·  Rugby World Cup 2011 logo

·  James O’Connor screenshot

·  William Webb Ellis Cup

Slide 3

Some are not

·  Mobility

·  Simplicity

·  Security

·  Privacy

·  Social

·  Ubiquity

·  Accessibility

Screenshot from the Australian Government Draft Strategic Vision for the Government’s use of ICT: This figure show how the three strategic priorities and six strategic actions of the vision align to support the objective of increased public sector productivity.

1.  The strategic actions aligned to the strategic priority “Deliver better services” are “Building capability” and “Enabling better services”.

2.  The strategic actions aligned to the strategic priority “Engage openly” are “Collaborating effectively” and “Creating knowledge”.

3.  The strategic actions aligned to the strategic priority “Improve Government operations” are “Investing optimally” and “Encouraging innovation”.

An arrow leads from this screenshot to text reading:

·  Simple, easy to use online services

·  Personalised services

·  Simplified Government websites

·  Automated processes and services

Slide 4

Mobility

·  Dec 10: 8.2 million mobile handset subscribers

o  increase of 21% from June 2010.

·  Data download on mobiles Oct-Dec 10: 4,029 Tb

·  Dec 10: 12% of searches on Google were via a mobile

·  Mar 11: smart phone penetration 35% of online Aussies

Australian Bureau of Statistics (ABS) diagram titled “Proportion of subscribers by connection type”. Text description taken from the ABS website reads:

·  At the end of December 2010, there were 10.4 million active internet subscribers in Australia (excluding internet connections through mobile handsets). This represents annual growth of 16.7% and an increase of 9.9% since the end of June 2010.

·  The phasing out of dial-up internet connections continued with 93% of internet connections being non dial-up. Australians also continued to access increasingly faster download speeds, with 81% of access connections offering a download speed of 1.5Mbps or greater.

·  Digital subscriber line (DSL) continued to be the major technology for connections, accounting for 43% of the total internet connections, followed closely by mobile wireless (40% of total internet connections). However, the DSL percentage share has decreased since June 2010 when DSL represented 44% of the total connections.

·  Mobile wireless (excluding mobile handset connections) was the fastest growing internet access technology in actual numbers, increasing from 2.8 million in December 2009 to 4.2 million in December 2010.

Slide 5

Simplicity

·  Short attention spans online:

o  Almost 90% of clicks come from the first page of Google results

o  Many government services are only needed occasionally

o  Common interfaces are preferred

o  Tell us once

Web/mobile apps are easier to build than monolithic applications. Accompanying screenshot of Apps Starter Kit showing logos of many apps.

Google doesn’t set out to create feature rich products.

Google designs:

·  Useful

·  Fast

·  Simple

·  Engaging

·  Innovative

·  Universal

·  Profitable

·  Beautiful

·  Trustworthy

·  Personable

Slide 6

Security

·  The Cyber White Paper: Connecting With Confidence

o  @cyberwhitepaper

·  ABS – “Conceptual Framework for Cybercrime”

Diagram of the National e-Authentication Framework. Alt text: “The National e-Authentication Framework comprises the Framework itself , management and executive summaries and a suite of 4 better practice guidelines: Volume 1 Identity e-Authentication, Volume 2 Website Authentication, Volume 3 e-Authentication Implementation Models and Volume 4 Strategy & Positioning. In addition the Framework provides the following supporting resources: schedules of recommended registration approaches and e-authentication mechanisms and management approaches, website authentication mechanisms, standards that underpin the Framework, an online e-authentication risk assessment tool and e-authentication schemes services and initiatives.”

Security features:

·  Authentication

·  Non-repudiation

·  Data Integrity

Screenshot: cover of “Hackers, Fraudsters and Botnets: Tackling the Problem of Cyber Crime”, The Report of the Inquiry into Cyber Crime, House of Representatives, Standing Committee on Communications.

Speaker’s notes: The National e-Authentication Framework (NeAF) will assist agencies, jurisdictions and sectors in authenticating the identity of the other party to a desired level of assurance or confidence.

AF encompasses the electronic authentication (eauthentication) of the identity of individuals and businesses dealing with the government, on one side of the transaction, as well as the authentication of government websites on the other side.

The NeAF positions eauthentication within the broader context of an agency’s approach to identity and risk management and provides guidance on developing the processes and technology required to provide the desired level of confidence.

While the Framework supports an agency-specific model where each agency develops its own, separate, technology solution, it recognises and accommodates broader sectoral and whole of government eauthentication initiatives. These are supported through the re-use of existing authentication credentials and consideration of a variety of identity management frameworks.

The NeAF was endorsed by the Online and Communications Council in December 2008.

Slide 7

Privacy

·  TUO Technical Pilot

o  No central database

o  Agencies can’t pass information to each other

Images: ACMA logo; family with caption "Tagged"; Cyber Smart logo.

Screenshot of Privacy Commissioner fact sheet "Mobilise your Mobile Phone Privacy".

Slide 8

Social

Infographic of Australian Government social media adoption. Images and information presented includes:

·  Text reading “34 sites on govspace.gov.au”; accompanying image of the WordPress logo. A graph of govspace visitor statistics from April 2010 to August 2011 shows a clear increase in visitors over time; accompanying text reads “400,000 visitors per month”.

·  Data.gov.au logo; accompanied by text reading “700 datasets”. Accompanying graphic of Dunny Directories app, with text reading “12 apps”.

·  Image of AGIMO Blog tag cloud taken from agimo.govspace.gov.au. Accompanying text reads “128 posts” and “AGIMO Blog comments: 1,274 approved, 1,370 spam, 10,014 auto-blocked”.

·  Text reading “#gov2au: 12,970 tweets, 34/day”. Accompanying chart breaks down most popular contributors to #gov2au: Craig Thomler, sherro58, piawaugh, trib, zBeer, chieftech, DavidBromage.

·  Image of Facebook logo; accompanying text reads “38% of Australians use #socmed >3 days/week”.

·  Text: “ACT Election quotas equivalent to Twitter users: 3.5”

·  Images of YouTube logo and Department of Immigration and Citizenship ImmiTV logo. Accompanying text reads “144 videos, 530k views”.

·  Image of Twitter bird; accompanying text reads “96 Aus Gov Twitter accounts” and “
“Followers of @JuliaGillard: 126,128”.

·  RSS icon with accompanying text of “367 Aus Gov RSS feeds”.

·  Text reading “421 days since Declaration of Open Government”.

Slide 9

Ubiquity

Image: Millennium Falcon approaching Cloud City

•  Always on

•  Available everywhere

•  Private cloud or public crypto?

•  Device independent

•  Open Source

•  Multi-lingual

Online services are already a practical necessity in everyday life because there are so many basic transactions that are exclusively or preferentially performed online. Access to the internet is already a matter of social inclusion.

Slide 10

Accessibility

·  Households in 2008-09:

o  62% broadband

o  72% internet

o  78% Computer

·  Centrelink 2009-10:

o  7.02m customers

o  85m website visits

o  113.8m letters to customers

Image: WCAG 2.0.

All Australian Government websites to implement WCAG 2.0 to meet the middle level of conformance (Double A) over a four-year period.

ABS Graph: Household Computer or Internet Access: Proportion of Households – 1998 to 2008-09. Text description from the ABS website reads: “According to the 2008-09 MPHS, 72% of Australian households had home internet access and 78% of households had access to a computer. Between 1998 to 2008-09, household access to the internet at home has more than quadrupled from 16% to 72%, while access to computers has increased from 44% to 78%.
The number of households with a broadband internet connection increased by 18% from the previous year, to an estimated 5.0 million households. Broadband is accessed by close to two-thirds (62%) of all households in Australia and 86% of all households with internet access. A small proportion of respondents (2%) did not know the type of their internet connection at home.”

Slide 11

Image: droids.

These are not the droid’s we’re looking for.

Questions?