1 Copyright © 2011 Norman Jacknis, Cisco Systems, Inc. All rights reserved. Cisco Confidential
Innovative Strategies For “Doing More With Less” – Lessons From Sub-National Government
Norm Jacknis March 21, 2012
2 Norman Jacknis Copyright © 2012 Cisco Systems, Inc. All rights reserved. Cisco Confidential
Common Styles Of Service: Federal & State/Local Governments
! Direct delivery of services For example, Social security
This is common at the local and state level
! Delivery to citizens through a service chain For example, housing or education
More common at the state level, although many local governments deliver services through contracted non-profit agencies
! Internal support services for the government enterprise Part of every government
! “External delivery” DoD is the best example, which we’ll put aside today
3 Norman Jacknis Copyright © 2012 Cisco Systems, Inc. All rights reserved. Cisco Confidential
What Is The Intelligent Response When Financial Lightning Strikes?
3 Norman Jacknis/Cisco IBSG
4 Norman Jacknis Copyright © 2012 Cisco Systems, Inc. All rights reserved. Cisco Confidential
5 Norman Jacknis Copyright © 2012 Cisco Systems, Inc. All rights reserved. Cisco Confidential
Estimated Annual Savings Of Integrated Systems – Even 8 Years Ago
5
Svc Contracts, Additions, Remodeling 32% Less
Energy Cost Savings $0.16 per SF
Improved Load Factor, Coordinate Supply 10% Less Maintenance, Repair and Replacement $0.20 per SF
Savings Related to “Productivity” $0.39 per SF
Staff Training, Efficiency, IT Support 82% Less
Cable and Cable Pathways, MAC 39% Less
Adapted from: US National Institute of Standards and Technology, 2004
© 2007 Cisco Systems, Inc. All rights reserved. Cisco Confidential Presentation_ID 5
6 Norman Jacknis Copyright © 2012 Cisco Systems, Inc. All rights reserved. Cisco Confidential
Energy And Cost Savings From Connecting And Controlling Real Estate Through The Network
The State of Missouri with 1000 buildings, 28 million square feet of space. By connecting and controlling their buildings through their network, they have saved $0.80 - $1.00 per square foot or $20 million in energy savings alone.
7 Norman Jacknis Copyright © 2012 Cisco Systems, Inc. All rights reserved. Cisco Confidential
Situation • Traditional offices usually don’t foster effective collaboration • Individually assigned workspaces are typically inefficient,
with low utilization Solution • Connected Workplace provides flexible environment that
improves employee collaboration and productivity Results • 40% reduction in the amount of space required per employee
while increasing employee comfort, satisfaction, and productivity
• Electricity usage per employee for office equipment went down by 58%
Connected Workplaces: The Example of Cisco
8 Norman Jacknis Copyright © 2012 Cisco Systems, Inc. All rights reserved. Cisco Confidential
• Get public employees out of the office so they can do their work
• Let them work where the work takes them
• Mobile Telecommuting
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! Broadband Internet ! Laptop computers ! Mobile devices ! Teleconferencing ! Desktop and room
video
! E-mail and calendaring ! Instant messaging ! Presence
! Collaboration on documents
COOP Remote Site
Mobile Teleworker
Video
IPICS
10 Norman Jacknis Copyright © 2012 Cisco Systems, Inc. All rights reserved. Cisco Confidential
Enable Mobile Telecommuting
Debbie Pattison Status: Preferred: Human Resources: Specialty: Adult Services
Andrea Kelly Status: Preferred: Agency: Child Services Specialty: Child Abuse
Dave Hansen Status: Preferred: Agency: Human Resources Specialty: Workforce Placement
11 Norman Jacknis Copyright © 2012 Cisco Systems, Inc. All rights reserved. Cisco Confidential
Wireless Access To CCTV For Police Officers ! An app that allows a nearby Police officer to take
control of a CCTV camera while on the move
! Or when called, the nearest Police officer can view the street scene and assess the situation before going there
12 Norman Jacknis Copyright © 2012 Cisco Systems, Inc. All rights reserved. Cisco Confidential
Mobile Parking Attendants ! Westminster City (London Borough) issues 20.000
tickets per week, out of which 6.000 are contested. ! Parking attendants take a photo, send it by Wi-Fi for
upload on a web site. Car owner can access the web site to see his fine, the photo and perform online payment
13 Norman Jacknis Copyright © 2012 Cisco Systems, Inc. All rights reserved. Cisco Confidential
14 Norman Jacknis Copyright © 2012 Cisco Systems, Inc. All rights reserved. Cisco Confidential
Why Share Services?
! Save money by reducing duplicate efforts and systems
! Use better technology because all agencies pool their investment instead of splitting it into small pieces
The choice: Many small boats crossing rough seas or one big and stable boat
! Enable all agencies to operate more effectively
! Make it easier for residents to get services Without needing to know what government/agency to ask
15 Norman Jacknis Copyright © 2012 Cisco Systems, Inc. All rights reserved. Cisco Confidential
Hood Howard
Presidio Brewster Val Verde
Culberson Hudspeth
Jeff Davis
El Paso
Crane
Pecos
Reeves
Crockett
Terrell
Upton Reagan
Andrews
Ward
Loving Winkler Midland Ector
Glasscock
Martin
Bandera
Jim Hogg
La Salle
Webb
Starr
Zapata
Dimmit
Zavala Maverick
Kinney Uvalde
Frio
Medina
Nueces
Brooks
Hidalgo
Duval
Kenedy
Willacy
Cameron
Jim Wells
Kleberg
Wilson
McMullen
Bexar
Atascosa
Bee Live Oak
San Patricio
Karnes
Guadalupe Gonzales
Mason
McCulloch
Edwards
Sutton
Schleicher
Kerr Real
Kimble
Menard
Nolan
Tom Green Irion
Mitchell
Sterling
Coke Runnels
Concho
Coleman
Taylor Callahan
Bell
Blanco Kendall
Comal
Gillespie
Llano
Tr
av
is
Hays Caldwell
Burnet Williamson
Comanche
Mills
San Saba
Brown
Eastland
Hamilton
Lampasas Coryell
Erath
Bosque
Somervell
Swisher
Randall
Hockley
Gaines
Yoakum
Cochran
Dawson
Terry Lynn
Lubbock
Deaf Smith
Bailey
Parmer
Lamb Hale
Castro
Hartley
Oldham Potter
Moore
Dallam Sherman
Knox
Kent
Scurry Borden
Garza
Crosby Dickens
Fisher Jones
King
Stonewall Haskell
Hall
Motley Floyd
Briscoe Hardeman
Cottle Foard
Childress
Jack Young
Stephens
Shackelford
Throckmorton Parker Palo Pinto
Wise
Baylor Archer
Wilbarger Wichita Clay
Montague
Gray Carson
Armstrong Donley
Hutchinson Roberts
Wheeler
Collingsworth
Hemphill
Ochiltree Hansford Lipscomb
Jefferson
Trinity
Brazos
Lavaca
Victoria Goliad
Refugio
De Witt
Calhoun
Aransas
Jackson
Wharton
Milam
Bastrop Fayette
Lee
Austin
Colorado
Burleson
Washington
Robertson
Waller
Brazoria
Matagorda
Fort Bend
Harris
Galveston
Chambers
Montgomery
Walker Grimes
Madison
Jasper
Liberty Hardin
Polk
San
Jacinto
Tyler
Anderson
Ellis
Falls
McLennan
Hill
Freestone Limestone
Leon
Navarro Henderson
Dallas Tarrant
Johnson
Denton
Kaufman Van Zandt
Collin
Rockwall Hunt
Smith
Chero
kee Houston Nacogdoches Angelina
Rusk
Shelby
Panola
Franklin Rains Wood
Hopkins
Marion
Gregg Upshur
Harrison
Titus Camp
Morris
Cass
Newt
on
Orange
San Augustine Sabi
ne
Fannin Cooke Grayson Delta
Lamar Red River Bowie
Gulf Coast Region*
South Central Texas Region*
North Central Texas Dallas Region*
North Central Texas Fort Worth Region*
Rio Grande Region*
Panhandle Region*
South Plains Region*
Alamo Region*
Tip of Texas Region*
Heart of Texas Region
North Texas Region
Bryan/ College Station*
Coastal Bend Region
Permian Basin Region*
Central Texas Region*
Texoma Region*
Concho Valley Region
West Central Texas Region
Southeast Texas Region*
South Texas Region
Golden Crescent Region
East Texas Region
North East Texas Region
Middle Rio Grande Region
Deep East Texas Region
Texas Virtual Call Center For Many Areas
Situation: Provide comprehensive referrals for health and human services while maintaining community identity
Solution: Virtual call center
Business Value: Employment in all communities maintained while providing quality consistent, comprehensive and 24/7 referral services for Texas citizens
16 Norman Jacknis Copyright © 2012 Cisco Systems, Inc. All rights reserved. Cisco Confidential
The Global Network Lets You Go Beyond Merely Sharing Services
! Services on the global network have many names Software-as-as-service
Cloud computing
Service oriented architecture
! But the theme is the same: any organization can supply any service to any other organization any where in the world
! One possible future: the leading government agencies at the Federal, State or local level will supply government software applications, over the web, to most of the other governments
The initiation of the NACo service directory
17 Norman Jacknis Copyright © 2012 Cisco Systems, Inc. All rights reserved. Cisco Confidential
18 Norman Jacknis Copyright © 2012 Cisco Systems, Inc. All rights reserved. Cisco Confidential
The Pro-sumer = Producer & Consumer
! The idea that government “delivers” services which citizens “consume” will change
Public leaders may cause public services to be delivered by citizens helping each other The network empowers the whole community to participate in the creation and provision of public goods and services
! Co-production Following co-creation
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Citizens Monitor Water Quality
! Situation: Measure water pollution over many miles with little government staff
! Solution: A website that enables volunteers to upload there measurements of water quality in streams, rivers, lakes
! Results: As part of AmeriCorps, the volunteers help successfully identify pollution sources which help in urban planning decisions to reduce pollution
20 Norman Jacknis Copyright © 2012 Cisco Systems, Inc. All rights reserved. Cisco Confidential
Fix My Street
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Miami-Dade Affordable Housing Matchup
22 Norman Jacknis Copyright © 2012 Cisco Systems, Inc. All rights reserved. Cisco Confidential
Mashups Easily Create New Services
We’re used to looking at information like this..!And after searching and searching…drilling down to get the information we need.!
?!
But all of that data is not necessarily useful!Mashups allow data to be more than the sum of their parts!
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Ease of use, visualization and enabling collaboration all increase participation
24 Norman Jacknis Copyright © 2012 Cisco Systems, Inc. All rights reserved. Cisco Confidential
People Are Now Helping Others With Consumer Problems
! They offer free advice and even criticism about products they’ve bought
! On a website created by the company that made that product because the company knows its consumers are better and more credible at solving problems than it is. But the company still benefits by getting feedback and ultimately more satisfied consumers
! Why does government usually try to do this with paid staff? And citizens are often still not happy then when the problem is solved because of what they went through!
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Virtual citizen-to-citizen services
26 Norman Jacknis Copyright © 2012 Cisco Systems, Inc. All rights reserved. Cisco Confidential
Some Common Objections To Co-Production
“How do we ensure quality control and level of work as we do with civil service?”
”How can you guarantee constant and frequent delivery of services if your delivery partners decide not to deliver any more?”
”What do elected officials attract their constituencies if they are not able to control the delivery of services?”
“Whom do citizens sue if quantity, quality or price is not satisfactory?”
“Isn’t this just a way to cut back on civil service jobs?”
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Thank You! Discussion …
Norm Jacknis is at [email protected] Twitter @NormanJacknis http://njacknis.tumblr.com
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