IDC Government Insights

IDC Government InsightsOpen Government Initiative SurveyAdelaide O’Brien

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IDC Government InsightsOpen Government Initiative Survey

Two Surveys:

IDC Government Insights survey for 1105’s government and industry IT professionals:– Who is using Web 2.0 tools– Which tools – What purpose– 130 responses almost evenly split – government, industry serving

government

Andrew Krzmarzick (Graduate School) and Ari Herzog (Ari Herzog & Associates) conducted a similar social media survey for government. – 105 government responses

Surveys are compared/contrasted where survey questions are similar to IDC survey

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Survey questions include– Who’s organization is using Web 2.0?– What tools are you using?– Why are you using these tools for:

Information delivery Enhancing customer feedback Collaboration

– Challenges in deploying Web 2.0?– Using metrics?

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Industry has higher Web 2.0 tools adoption rates than government– Combined, blogs are most prevalent — 48% for industry, 33% in

government– Wikis, 44% in industry vs. 38% in government

Facebook usage = 28% government, 44% industry

YouTube usage = 26% government, 25% industry

Virtual World or Second Life = 10% government,13% industry– Typically used for recruitment or web conferences

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IDC Government InsightsOpen Government Initiative Survey Leadership’s Use of Web 2.0 Technologies

Source: IDC Government Insights Survey 2009

0 10 20 30 40 50 60

RSS

Blogs

YouTube

Wikis

Twitter

Livecasting

Facebook

Virtual World

% Deploying Technology

Government

Non-Government

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IDC Government InsightsOpen Government Initiative Survey Herzog/Krzmarzick survey listed over 28 internet tool choices,

including tools such as email and itunes, not listed in the IDC survey.

With exception of wikis, responses indicate much higher use of similar Web 2.0 tools than IDC survey– Response variations possibly due to targeted push to web savvy

government responders, including the Federal Web Managers Forum listserv and GovLoop.

– Also blogged the survey at GenShift.com and AriWriter.com, used Twitter to disseminate a survey link

Herzog/Krzmarzick survey also rates tools relative to value/ importance in achieving agency mission.– 5 point scale, 1 = not important, 5 = extremely important.– Of the tools that line up with the IDC study

RSS = 3.79, Blogs = 3.17, YouTube = 3.16, wikis and twitter = 3.13

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Web 2.0 Tool Use and Relative Value

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IDC survey participants asked to indicate Web 2.0 tools in three categories:– Information delivery– Enhancing customer/citizen participation– Promoting collaboration

Information Delivery– Types of information similar for both industry and government

Program information announcements = 50% government, 62% industry

Response to feedback = 53% government, 46% industry Education = 44% government, 56% industry

– For recruitment, Industry uses more than twice as much as government = 21% government, 46% industry May work against government attracting social media savvy

talent

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Using Web 2.0 for Information Delivery


0 10 20 30 40 50 60 70

Education

Recruitment

Co-Develop Content

Response to Feedback

Customer Alerts

Program Info

(%)

GovernmentNon-Government

10


Enhancing customer or citizen participation– Government and industry similar in using Web 2.0

tools for customer or citizen collaboration = 38% government, 40% industry

– Higher usage in industry for customer feedback on policies/programs = 26% government, 35% industry Citizen input to agencies on policy not always applicable e.g.,

CIA, NSA etc.

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Promoting Collaboration– Cooperation across agencies/business units

= 36% government, 39% industry– Cooperation across federal, state, and local

government/ multi-channel operations = 29% government, 28% industry

– Continuity of Operations = 14% government, 25% industry

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Top Challenges– Security = 86% government 71% industry

Responses highlight tensions between securing information (already an underlying IT governance challenge) and providing more information to citizens and customers

Some responders unsure of the extent of security risks to confidential information heightened by Web 2.0, not willing to try this technology

– Budgets are the second biggest challenge for government -41% indicated this is a top challenge - followed by human resource constraints and lack of technical expertise. Industry survey responses indicated similar challenges

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Top Challenges Your Organization Faces in Deploying Web 2.0

0 10 20 30 40 50 60 70 80 90

Budget

Technical Expertise

HR Constraints

Security

(%)

GovernmentNon-Government

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The Herzog/Krzmarzick survey asked “Is privacy, security, and/or monitoring of social tools important at your agency?”Important to Agency? % Yes % Depends– Privacy 70% 18%– Security 80% 11%– Monitoring 70% 17%

Concerns include security threats, protecting public employee privacy, as well as the reality that individuals can make statements that government employees typically avoid

Many government responders mentioned social media sites are blocked by their agencies, and seen as “time wasters”

Some agencies working on internal blogging and wiki policies

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In the IDC survey, only 18% of government responders indicate their agency measures the success of Web 2.0 technology in meeting mission objectives, 14% for industry

The Herzog/Krzmarzick survey indicates 43.8% established metrics prior to implementing social networking tools, but these are not necessarily tied to mission objectives.– Comments suggest measurement is for usage, visits,

subscribers, etc.

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IDC Government InsightsConclusions HR and technical expertise challenges will persist until government

and industry begin to successfully measure Web 2.0 ROI

Measuring the number of Twitter followers or registered community members is not indicative of the effectiveness of these tools.

Data analysis and performance measures needed to measure impact on mission, such as measuring citizen and customer engagement through comments and/or participation, providing, for example, better, faster, cheaper and more pervasive delivery of services

As federal agencies develop "signature" open government initiatives deploying Web 2.0 technologies to support missions and enforce with governance policies that address privacy and security, usage of these tools will dramatically increase

Government agencies and industry should share best practices and lessons learned with the ultimate goal of increasing citizen and customer satisfaction

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For Additional information

Adelaide O’[email protected]/government

Andrew P. KrzmarzickGenShift.comTwitter.com/KrazyKriz

Ari Herzog [email protected]

IDC Government Insights - Open Government Initiative Survey

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