Global Agenda Council on the Future of Government Future of Government Smart Toolbox

June 2014 Acknowledgements

Acknowledgements

Report team Global Knowledge Events team World Economic Forum Networks team World Economic Forum Carl Björkman World Economic Forum Denise Burnet Director, Head of International Espen Barth Eide Senior Director, Head of Events, Organisations and Government Affairs Managing Director and member Event Management Melita Leoussis of the Managing Board Project Manager, International Martina Larkin Design Relations and Government Affairs Head of Global Human After All Artemis Papoutsakis Knowledge Networks, (humanafterall.co.uk) Team Coordinator, Global Knowledge Networks International Organisations Peter Bisanz Special thanks to Professor Joseph and Government Affairs Associate Director, S. Nye, Jr. for honouring our Council Lisa Ventura Head of Outreach, with his intellectual stewardship; Research Analyst, Global Knowledge Networks our Vice-Chair, Diana Farrell, Director Global Knowledge Networks Daniel Beaulieu of McKinsey & Company, and her Rigas Hadzilacos Associate Director, team member Kate Jackson; and the Research Analyst, Global Knowledge Networks Government Summit, United Arab Global Knowledge Networks Emirates for their continuous support Strategic Foresight team and for co-sponsoring the Future Production team World Economic Forum of Government Smart Toolbox. World Economic Forum Kristel van der Elst Michael Hanley Senior Director, Senior Director, Communications, Head Strategic Foresight Digital Content and Editing Trudi Lang Fon Mathuros Chantanayingyong Associate Director, Senior Director, Head of Media, Strategic Foresight Media Relations David Gleicher Ann Brady Senior Manager, Head of Editing, Strategic Foresight Digital Content and Editing Kaitlyn Powles, Kamal Kimaoui Project Associate, Director, Head of Production Strategic Foresight and Design, Publications Oliver Cann Middle East and Associate Director, Media Relations North Africa team Nicolas Siegenthaler World Economic Forum Content Producer, Miroslav Dusek Information Technology Senior Director, Amelie Weinzierl Middle East and North Africa Media Relations Associate, Manal El Meligi Media Relations Community Manager, Middle East and North Africa

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Future of Government Smart Toolbox | 02 Contents Contents

Preface 04 Foreword 05 Executive Summary 06 Chapter I The Impact of Technology on Trust 11 Chapter II Leadership 2.0 – The Impact of Technology on Leadership 18

Chapter III Enhancing Government Services 26 for Citizens in the Digital Age

Chapter IV The Role of Technology 35 in Political Representation

Chapter V The Impact of Information 43 Technology on Anti-corruption

Chapter VI Governance Solutions to Overcoming Stovepiping and Silos 51

Chapter VII Using Technology to Help Civilians Affected by Conflict 58

Chapter VIII The Impact of ICT 64 for Government Innovation Chapter IX Scenarios on the Future of Government 71 Scenarios 74 Endnotes 81 Contributors 82 List of Participants 83

Future of Government Smart Toolbox | 03 Preface

Through most of the 1980s, 1990s Agenda Council on the Future of Government and 2000s, trust fell to 25% in the US. and the Strategic Foresight team of the World Preface Economic Forum created three visions of At the same time, social cohesion in many government in 2050: e1984 is a world in which countries seems increasingly shattered. the promise of big data is realized; economic, The United States has the highest level of geopolitical and cyberthreats are omnipresent; inequality of any of the advanced countries – and collective solidarity is a core societal and its gap with the rest has been widening. value. Gated Community is a world in which In the “recovery” of 2009-2010, the top 1% Big Government is broke; political power Espen Barth Eide of US income earners captured 93% of rests with individuals and private sector Managing Director and Member of the income growth.2 According to Oxfam, the organizations. CityState is a world in which Managing Board, World Economic Forum world’s 85 richest people have more wealth authority is decentralized to city level than the poorest 3.5 billion.3 It is high time and pragmatism trumps idealism for a discussion on the effect fast-growing in addressing collective issues. inequalities have on trust, accountability and, in some cases, the entire social While none of these scenarios is likely to contract that lies at the base of any society. come to pass in full or in isolation from the other scenarios, each is an extrapolation According to the chapter on trust in this of a current trend. At the conclusion of report, authored by Diana Farrell and Anders the Summit on the Global Agenda 2013, Borg, three characteristics of citizen trust have Joseph S. Nye, Jr. remarked that “today’s important implications for government: trust trends left unattended could lead to is not static or stable − it can change quickly dystopian futures”. Taking, for example, and dramatically; trust varies significantly urbanization or big data as forces that across countries and surveys; and trust influence government, how can the has fallen over time. While trust takes time protection of individual rights be ensured to build, it can break down fast, leading if the world is moving towards the e1984 to economic, social and political tensions. scenario? Or how is collective action The thesis of the chapter is that technology achieved beyond cities in a CityState can help government (re)build trust through world? What would such a future multiple channels, such as e-government/ entail for urban-rural relationships? e-participation, open data and social media. These scenarios were created for two main The Future of Government Smart Toolbox Technology can also help to create a reasons. Firstly, to stretch the thinking of the by the Global Agenda Council on the Future synergistic relationship between leaders and Council on the Future of Government in order of Government is released at a time when followers. But technology on its own is not to make the toolbox as robust and as forward- government is endeavouring to deliver enough to build smart, modern governments. looking as possible. Secondly, to facilitate against a Herculean task: to do more insightful conversations on the potential roles while reforming, “leaning up” and In the framework for the smart toolbox, trust and forms of government, as well as the policy staying agile, all at the same time. and leadership are defined as “intervening” actions needed now to ensure governments are variables stemming from good government prepared for the future − however it may unfold. The government toolbox presented in this “inputs” – namely political representation, report is called “smart”, alluding to the mix of stovepiping/bureaucracies, innovation and I would like to convey my sincere gratitude to soft and hard power elements that enhance anti-corruption – and leading to “outputs” the Members of the Global Agenda Council government performance. The operational such as security, services and trust. on the Future of Government, who worked question the authors attempt to answer is tirelessly for 16 months to produce this how technology can help governments get Trust is thus both a parameter in and a result report. I particularly wish to thank Joseph better at dealing with eight core government of good government. Government leaders S. Nye, Jr. for lending us his wisdom for this priorities: anti-corruption, political need to rethink which aims or values the report and for coming up with the idea and representation, stovepiping/bureaucracies, community to which they belong should be concept behind the toolbox. Diana Farrell, delivery of services, trust, leadership, trying to achieve: is it economic growth, law our Vice-Chair, was also instrumental in security and innovation. and order, individual liberty, full employment, making this report possible. I need finally to trust, or perhaps happiness for their citizens? thank Melita Leoussis and Carl Björkman, as Governance in the 21st century is evolving Moreover, what does “good government” imply well as Kristel van der Elst and her Strategic in a context of declining trust: in 2012, the in the information era? And finally, how can Foresight team, for the work and resources Eurobarometer’s average measure of trust governments become forward-looking and they put in this ground-breaking effort. across the EU27 was 27%, ranging from lead the most informed societies of all time? In closing, I would like to acknowledge the 62% in Finland to a low 7% in Greece. Government Summit, United Arab Emirates, Trust for the EU in 2001 was 53%.1 In 1964, To help governments become more strategic for their great support and for co-sponsoring 75% of Americans trusted their government. and forward-looking in their thinking, the Global the Future of Government Smart Toolbox.

1 Eurobarometer, European Commission, Report number 56, Autumn 2001, http://www.ab.gov.tr/files/ardb/evt/1_avrupa_birligi/1_6_raporlar/1_4_ Future of Government Smart Toolbox | 04 eurobarometers/EUROBAROMETER_PUBLIC_OPINION_IN_THE_EUROPEAN_UNION._Report_Number_56.pdf 2 Joseph Stiglitz, “The Price of Inequality”, Project Syndicate, 5 June 2012, http://www.project-syndicate.org/commentary /the-price-of-inequality#p5roCC18ejYYcfL5.99 3 Oxfam, Working for the few”, Oxfam Briefing Paper – summary, 20 January 2014, “http://www.oxfam.org/sites/www.oxfam.org/ files/bp-working-for-few-political-capture-economic-inequality-200114-summ-en.pdf Foreword Foreword

Joseph S. Nye, Jr. University Distinguished Service Professor and Dean, John F. Kennedy School of Government (1995-2004); Chair, Global Agenda Council on the Future of Government, World Economic Forum

of good government and strategies Toolbox testing the hypothesis of whether the to design a prosperous future. elements of good government are changing in the digital era. To effectively shape the We would argue that good government future of their societies using the right tools, matters more in a digital world as government leaders need to ask themselves technology puts the spotlight on inputs what governance will look like in 2050. and outputs of government, such as the delivery of services or innovation, as we Since the information revolution is discuss in this report, which dramatically already marginalizing some countries affect the well-being of citizens. and communities – and creating new opportunities for others – the question could Good government and the impact on hardly be timelier. The Council identified a the life of citizens: In a networked world, few drivers that will affect the government information travels fast and communication of the future in order to set the context for has become inexpensive. NASA recently governmental transformation. These are: downloaded data at a rate of 622 megabits urbanization/mega regionalism; community per second (Mbps), when the average building/identity; societal expectations; internet user has a connection speed availability of financial resources for The debate about good and bad of 3.3 Mbps.4 All things being equal, the government; non-governmental delivery government is as old as ancient Greece fact that the citizens of country “X” know of services; division of labour among and as powerful as Ambrogio Lorenzetti’s that the citizens of country “Y” enjoy, for actors; big data; cyber-capabilities; painting Allegory of Good and Bad example, better living standards, all the complexity of challenges; fads and fashions Government (1337-1339), which covers more exacerbates the perception of the in governance models; and leadership. three walls of the Sala dei Nove in the “pain” caused by living in country “Y”. Palazzo Pubblico in Siena. In the case of Our priority with the smart toolbox is good government, the dignified ruler sits The rise of followers: Technology has to consider ways in which information among the virtues of Courage, Justice, also enabled civic participation in the technology can improve governance and Magnanimity, Peace, Prudence and decision-making processes and has given reduce feelings of alienation among the Temperance. The image of the city is a voice to a plethora of networked groups. governed. Knowing the trends that will one of stability, prosperity and happiness. change the future of government, we want Political representation creates a new power to help leaders to envision the future that This marvellous depiction of good structure between leaders and citizens as they want for their countries and map it and bad government raises an eternal the rise of the followers through technology out in a context of uncertainty. The most question in political philosophy, whether flattens hierarchical structures and holds effective initiatives, the Council observed, good government is important and, governments more accountable. often arise from partnerships between if yes, why. We would argue that good government and the private sector. government matters for three main Elements of good government: Our toolbox is only a start. We invite reasons: first, because the difference In the report, we give examples of good others to help fill it. between good and bad government government in eight priority areas. Good can be felt by the citizens as it decisively performance in key sectors normatively leads In closing, I would like to thank all affects their quality of life. Second, the to a successful state. Moreover, long-term authors of this report who contributed citizens are active participants in shaping strategic vision makes up for good leadership their ideas and knowledge to the their governments. Third, there are drivers in the digital era. We designed the Smart Future of Government Smart Toolbox.

4 Voice of America, “NASA Breaks Data Transmission Speed Record With Laser Shot to Moon”, 23 October 2013, Future of Government Smart Toolbox | 05 http://www.voanews.com/content/nasa-breaks-data-transmission-speed-record-with-lasers/1775679.html Executive Summary

Executive Summary The Power of Technology to Change and Shape the Future of Government: A Smart Toolbox

Public sector leaders around the world face a daunting challenge to deliver good government in the 21st century. They are under increasing pressure to deliver more and better services to a growing urbanized population, and to manage complex issues, from macroeconomic uncertainty to international conflicts, in an environment of diminishing trust in government, increasing bureaucratic complexity and natural resource constraints.

This Smart Toolbox, developed by the World Economic Forum’s and share case examples that public sector leaders Council on the Future of Government, shares insights on how can apply in their work. The toolbox also assesses risks, technology can strengthen good government – for example, including privacy, security, access, and organizational by enabling greater transparency of government actions through capabilities to build and manage new IT plans. open data, empowering citizens to have faster and more accurate access to online services, and helping to strengthen responses The toolbox takes trust in government – a cornerstone of good to aid civilians in conflicts. It also explores the risks and challenges government – as a unifying theme. Without the trust of its citizens of an increasingly digital era, including the often expensive and in the political process and in government representatives, leaders complex need to keep pace with changing tools and technology, struggle to pass legislation and enact policies. Moreover, trust is the divides that can expand between user groups that have a holistic indicator of when government is “good”. Measuring trust less ease of use, and the security and protection of data can help government to benchmark progress, identify gaps and and information. learn from best practices across the world.

The Council posits that, if well managed and strategically Besides trust in government, the Council identifiesleadership in deployed, information and communication technology (ICT) can government as the second underlying factor and an intervening reshape government in the next decade by strengthening trust variable. The information revolution and democratization are in government, leadership, delivery of services, political causing a long-term secular shift in 21st century government representation, anti-corruption, bureaucratic cooperation, and post-modern organizations. Building leadership in the the management of conflict, and innovation. In each chapter, technological era will shape the social contract between the authors define the topic, assess its varied and changing governments and citizenry as traditional structures of power meaning, explore how it is affected by ICT, offer key insights and the leadership-followership-context triangle are redefined.

Future of Government Smart Toolbox | 06 Executive Summary

Exhibit 1: Support Structure for Good Government

This pervasive role of the two intervening variables, trust and The authors provide a framework that relates trust and government leadership in government, and their interrelationship with other performance – encompassing transparency, resonance, factors, or what are called inputs and output of government, accountability, accessibility and responsiveness – to all components is shown in Exhibit 1. of the toolbox. They also examine the nature and importance of trust, recent trends in public trust in government, factors which help to build To help users to navigate the toolbox and decide where to trust, and how ICT can enhance or erode trust. The following are explore further, this executive summary gives an overview important lessons and recommendations: of the chapters and concluding insights. • Technologies that improve government performance can The first chapter focuses on the unifying theme of trust in be most powerful when deployed in combination with government and the role of ICT in trust. There are several (and as part of) a coherent, citizen-focused strategy. reasons why trust matters, but two in particular stand out. • Governments need to create the right enabling environment First, trust is a positive attitude that is valuable as an end in itself. that unleashes the power of technology to improve trust. Second, trust improves a government’s ability to serve citizens. This includes supporting technologies such as high-speed

Future of Government Smart Toolbox | 07 Executive Summary

internet and mobile access, and the appropriate framework an increasingly important role in the daily lives of people and to tackle security, privacy and access issues. businesses, altering attitudes towards the nature, delivery and • Technology is not a silver bullet for achieving greater trust. providers of the public service. Citizens expect to have fast, easy, Delayed or ineffective e-government or e-participation safe and accurate access anywhere, anytime. The technology platforms can damage citizens’ perceptions of government includes open data and big data; embedded technologies performance, a core component of trust. and the Internet of Things; integrated and ubiquitous mobility • Government leaders should put real thought into designing a platforms; cloud computing; and next generation networks. system that uses technology effectively to rebuild trust. Given However, they also come with risks and challenges that the rapidly changing nature of technology, programs and rules governments need to address. should be adaptable and responsive to new concerns and capabilities. Given the complexity of trust, governments need The authors examine how ICT can enhance and transform to exercise care in setting targets, monitoring progress and services, enable citizens to co-create new services, benchmarking against other countries. and ensure the conditions necessary for these enhancements to be successfully implemented. The second chapter looks into leadership in government. It discusses the evolution of leadership and whether and how • Align with an overarching digital government leadership is changing with technology. The authors discuss two strategy or plan: A precise diagnostic can help to taxonomies of leadership vis-à-vis technology: the internal, related assess digital maturity and determine the technologies to a leader’s person, position, process and result; and the external and platforms to be used. The government can then taxonomy as it relates to followership and context. define a digital roadmap to launch pilots and capture and adapt to learnings, then scale broadly. Three key aspects of ICT have the potential to transform • Foster the adoption of the new service delivery modes: government and private sector leadership: information technology, Inclusion is the first condition to achieve this goal. Governments big data, and disruptive and exponential technologies. may have to invest in infrastructure (such as e-service kiosks in rural locations) and human capital (especially digital literacy). • Information technology: This technology is affecting the Governments will have to address concerns about privacy structure of organizations. Hierarchies are becoming flat and security, which could hinder adoption. and networks of outsourcing maximize benefits through the • Invest in new capabilities, both human and effective allocation of resources (process). Moreover, the technological: Digital technologies are an enabler and current access to information, the ability to express and the a means to communicate and understand one another. capacity to connect impact the relationship of leaders and Core skills are required to ensure optimal benefit out of the followers more than any other of the previous information opportunities that technology presents while managing its risks. technologies (position). Finally, no longer do people in • Collaborate between agencies, governments and leadership positions have the power to distance themselves private entities: Partnerships between stakeholders and from their constituents or claim their privacy. Calls for user groups are critical to ensure people know how to access accountability and ethical and financial conduct are new services and are part of co-creating the next evolution. becoming the rule (person). • Ensure the reliability of the new service delivery • Big data: Governments will benefit from using big data modes: Governments must strive to maintain a constant information and analytics to increase efficiency (process). level of availability and quality. Citizens must be able to obtain • Disruptive and exponential technologies: Disruptive information and rely on fundamental services, even in dire innovation has been described as “a process by which a circumstances (in the case of natural disasters, for instance). product or service takes root initially in simple applications at the bottom of a market and then relentlessly moves up The fourth chapter addresses how ICT will impact political market, eventually displacing established competitors” representation. Despite the hope that the internet would allow (process). Governments as well as the world’s top enterprises anyone to be politically represented and engaged, the impact will need to employ exponential technologies and innovation varies widely. The authors assess a range of approaches to achieve to dramatically accelerate their objectives (result). representation, including deliberative and participatory democracy, and explore the exogenous and endogenous factors that influence The third chapter focuses on the impact of ICT on the delivery representation, how government can shape them, and the specific of services. ICT has the potential to improve government role of ICT. ICT has two primary influences, often operating in performance and rebuild trust. Today, digital technologies play tandem. It enables greater representation (voice) and allows stronger

Future of Government Smart Toolbox | 08 Executive Summary

government oversight: surveillance, filtering and control. Getting this and change. From app programmers to NGOs and local balance “right” is a key challenge. The authors share the designs community leaders, they need to be recognized, and practices that are most effective, the outcomes that might be empowered and protected. expected from higher-quality political representation online, and • Technology will inevitably lead to policy change – but it needs to caution the risks of failed approaches. These include: be change in the right direction. Commitment to transparency can sometimes come at a price, but policy-makers need to • Plan and invest: Many governments are not ready for ensure they position themselves on the right side. ongoing “e-interaction” with the public, which can be costly • Government and the private sector need to work together and complex. Leaders should develop proactive plans and for mutual gain. Policy-makers should meet with industry invest in tools, expertise and management systems. representatives to discuss the terms on which such data • Connect core institutions: The executive function, could be made available to each other, and engage the public parliaments and courts convert citizen interests and to capture feedback and understand the effort’s goals. preferences into policies, and should have ICT initiatives embedded in the way they operate. The sixth chapter deals with the issue of coherent bureaucracies, • Make it inclusive: ICT can help to increase trust, legitimacy, stovepiping and silos within government. Silos can undermine policy-making effectiveness and governance, but the new trust between departments and agencies, and consequently weaken “spaces” of participation must be informed and moderated citizens’ trust in government to deliver fast and consistent service. to ensure stakeholders are represented. Yet in today’s world, collaboration, coordination and horizontality • Understand real limits: ICT provides many tools for in government operations and service delivery are “musts”. improving representation, but each has costs and benefits They are facilitated by the rapidly expanding potential of technology that should be weighed and used in concert with other and critical changes in society and the policy environment. ICT mechanisms. represents a huge opportunity to promote and encourage the sharing • Engage rather than restrict: Rather than trying to control of information and shared ways of working between departments, ICT channels, a better approach for governments is to assess leading to great intra-government transparency and responsiveness. and understand them, and to actively participate to be part of the dialogue. The chapter explores how to successfully implement “whole of government” approaches to breaking down silos, The fifth chapter examines the impact of technology onanti- and the capabilities needed for ICT to be part of this solution. corruption. The scourge of corruption erodes trust and challenges A combination of strategy, people and technology must be the foundations of good government. It undermines the efficiency pursued. Strong leadership, effective monitoring and well- of revenue and spending, threatens competitiveness, and weakens defined accountability of actors and stakeholders are the critical political fairness, safety and inclusion. The authors articulate a requirements for performing changes across sectors, levels theory of “big data, better government”, where technology can of government, and jurisdictions. Encouraging examples of help to tackle the root causes of corruption, particularly through big innovation must be shared to favour the emergence of a culture and open data. It can do so by dismantling traditional information of continuous improvement. Innovations are needed as much in monopolies, limiting the discretion of public officials by automating the way governments work as with the policies that they choose. processes such as the distribution of payments and benefits, and In an open policy environment – with access to social media, enhancing the detection of corruption by empowering citizens to smartphones and connected citizens – government can draw hold public service providers to account. from innovative pathways for consensus building and sharing diagnostics and policy options. ICT can help but should not be In evaluating the benefits and risks, the authors offer these key insights: seen as the single solution, nor as without risk.

• Opening up information and decision-making to as many The seventh chapter assesses the role ICT can play in escalating people as possible can combat corruption and disrupt the or addressing conflict when trust in government is low or information monopolies, discretion, and lack of accountability absent. Today, intrastate conflict is rising, including civil wars upon which corrupt systems depend. and sectarian violence. A breakdown of trust in government • For better government, the “openness” of data is more is a common cause of domestic and even international disputes. important than size. Governments and corporations need ICT can be used by disaffected and distrustful citizens to to ensure that the data they publish is accessible, readable, disseminate information and mobilize supporters, but it can also manipulable and interoperable. be deployed by international efforts to protect and support civilians • Data activists are agents for transparency, accountability affected by conflict. International actors have started to incorporate

Future of Government Smart Toolbox | 09 Executive Summary

ICT to support civilians in conflict zones, but there is room for with the World Economic Forum’s Strategic Foresight team. further development. The authors emphasize this changing face The scenarios depict possible contexts within which questions of conflict and potential implications for society at large. The can be asked about the future roles and forms of government. chapter outlines the key challenges and ways ICT can expand They were developed to stretch the thinking of the Council capacities of international agencies to help civilians, including: Members to help make the toolbox as robust and forward- looking as possible. They are also a resource for facilitating • Health: ICT can improve physical and mental health services, insightful conversations among a range of stakeholders about supplies and information when there are shortages in medical policy actions needed to ensure governments are well prepared personnel and staff. for the future, however it may unfold. Exploring the different • Education and employment: Distance learning, delivered ways in which these forces could play out in the future led through inexpensive mobile devices or computers, is one way to the development of three scenarios: to address the education gap. • Security: To ensure the security of camps, unmanned aerial • e1984: This is a world in which the promise of big data vehicles could be used for reconnaissance. is realized; economic, geopolitical and cyber threats are omnipresent; and collective solidarity is a core societal value. Integrating recent technology innovations into the aid landscape may Amid economic volatility, geopolitical instability and the rise require the legal and operational frameworks to support the appropriate of cybersecurity concerns, there is an upsurge of nationalism. processes by the aid community. It would be preferable for this process People are willing to trade some freedoms and privacy for to be undertaken by international multilateral and multistakeholder an increased sense of collective security. governing bodies, as the private sector has an important role to play. • Gated Community: This is a world in which Big Government is broke. Political power rests with individuals and private The eighth chapter explores innovation in government. sector organizations. Individual responsibility and choice The ability to recognize, assess and nimbly respond to challenges prevail in society, and the private sector has become the is crucial for governments to preserve stability and sustain growth in main provider of collective services. the face of changing times. While dealing with increasing constraints • CityState: This is a world in which authority is decentralized such as limited budgets, geopolitical risks and trade competition, to the city level and pragmatism trumps idealism in addressing the public sector needs to innovate to successfully fulfil its mission. collective issues. Urbanization leads to growth in the number of The state has a role to play in contributing to improving the country’s cities and their size and consolidation. The scale of cities means competitiveness by ensuring good conditions for economic and they can innovate and get things done more easily, which raises social prosperity and by sustaining the innovation capacity, their relevance and power vis-à-vis national governments. including an advanced knowledge-based economy. ICT is rapidly evolving, often empowering, and potentially ICT can help government, for example in the following ways: destabilizing. It can strengthen justice, participation and service quality but it also comes with risks. All chapters explore common • ICT innovation can generate non-technological innovation, challenges, including fairness of access to technology, safety such as know-how, skills and organization. It can be a means and security of data, and the need for government to invest to provide new services or improve supply, fostering core appropriately in people, tools and new management structures values such as efficiency, accessibility and transparency. to support technology. It takes intentional and proactive • ICTs and technological innovation in general can be a result work to harness ICT’s potential. of the government’s actions. Public procurement, with specific needs, can induce technological innovations. The Smart Toolbox is designed as a resource for government • ICT is crucial to imagine, implement and monitor policies leaders and other stakeholders who are vital to making ICT’s and services – yet, it has no intrinsically positive effects, promise a reality, including technologists developing the next and should be carefully understood and analyzed. wave of apps and tools, journalists reporting on the advent • ICT gives the public sector new incentives and ways to fulfil of open data, executives seeking new partnerships with core missions to deliver services in an efficient, transparent government, and citizens who want to understand, promote and accountable way. New ICT is a means of monitoring or engage with ICT in government. Sharing ideas and best risks and anticipating the future. practices from different parts of the world and a variety of expertise is a main function of the Global Agenda Council The final chapter outlines three scenarios for the future of on the Future of Government. The Council welcomes government that were developed by the Council in collaboration feedback and hopes this serves as a useful toolbox.

Future of Government Smart Toolbox | 10 Chapter I: The Impact of Technology on Trust

Chapter I: The Impact of Technology on Tr ust

Future of Government Smart Toolbox | 11 Chapter I: The Impact of Technology on Trust

Chapter I: The Impact of Technology on Trust

Diana Farrell Anders Borg Global Leader and Co-Founder, McKinsey Minister of Finance, Center for Government, McKinsey & Company Ministry of Finance of Sweden

Introduction Trust is at the core of how most citizens define good government. To govern more effectively, leaders need to safeguard or rebuild citizen trust. Yet many leaders struggle to improve trust, especially in countries where it has deteriorated. ICT has been widely used to improve people’s quality of life and levels of trust by providing transparency, engaging citizens more deeply and effectively, and delivering services more efficiently. However, revelations about governmental use of electronic surveillance illustrate potential dangers that jeopardize long- term trust in both government and technology if important safeguards are not in place. This chapter explores the nature and importance of trust, the factors that determine the level of citizen trust in government, and the potential role for technology to rebuild and sustain that trust.

Overview Good government and trust go hand in hand. Trust measures the degree of faith or confidence that people have in one another or a particular institution. In the context of government, that could be trust between citizens, trust between government entities, or trust between citizens and their government – which is the focus of public-sector leaders and this analysis. There are several reasons why trust matters, but two in particular stand out. First, trust is a positive attitude that is valuable as an end in itself. Second, trust improves a government’s ability to serve citizens.

Citizens’ trust in government is simple to understand and is frequently championed by government leaders as an important goal, but it can be difficult to identify and quantify. Like satisfaction and happiness, trust is measured by using surveys or opinion polls with a defined scale to ask attitudinal questions about the degree to which citizens trust their government.

From surveys dating back as far as the 1950s, three characteristics of citizen trust have emerged with important implications for governments: trust is not static or stable – it can change quickly and dramatically; trust varies significantly across countries and surveys; and trust has decreased over time.

Future of Government Smart Toolbox | 12 Chapter I: The Impact of Technology on Trust

Impact of ICT on Trust

Over the past two decades, ICT has widespread use of cloud services and commutes in Singapore. The transformative proliferated around the world, transforming apps for storing information and providing impact of technology, particularly on the how people live and how government citizens with access to data and services. way government engages and serves works. Email is now the primary way Use of personal-ID smart cards is citizens, has the potential to increase trust. people inside and outside of government widespread. Mobile phones are used to Three areas of technology in particular communicate, with over 140 billion emails access government services in Estonia, may empower public sector leaders to sent every day. Governments make transfer money in Kenya, and plan rebuild trust in government.

1. E-government and e-participation

These tools can help governments to deliver of electronic voting, as implemented in Brazil can share feedback. Over 27,000 services more efficiently and effectively, giving or Estonia. It can also take the form of non- comments come in monthly. citizens a mechanism to hold government electoral participation on specific issues, • Fairness: E-participation mechanisms, accountable, reduce the perception of such as the implementation of participatory particularly in emerging economies, unfairness and improve access. budgeting in Cologne, Germany. Specifically can reduce perceptions of corruption. benefits include: In Brazil, the introduction of electronic E-government typically involves the voting helped to reduce the proportion electronic delivery of government services, • Delivery: E-government can help of ballots counted as invalid from up to from tax returns to pharmacy prescriptions, governments to deliver services to 40% to under 10%. through a single online portal. Countries citizens more effectively and efficiently. • Accessibility: E-government and including Canada and South Korea have New companies in Estonia can register e-participation can improve access. incorporated technology enablement of online in only 20 minutes. More than 90% of Estonia’s population payments and procurement as part of their • Accountability: E-participation has electronic ID cards, and more than e-government offerings. E-participation channels give citizens more ways half of Sweden’s citizens have used involves providing electronic channels for to hold governments accountable. the internet to obtain information citizen engagement. This can take the form Through Regulations.gov, US citizens from public authorities.

2. Open data

This can provide transparency into across seven domains of the economy where residents could access records government actions and outcomes; enable alone. If properly utilized, open data can needed for many basic administrative low-cost access to critical data; unleash help to rebuild trust in government tasks, such as obtaining a bank loan. value in the economy when combined with through several channels: • Delivery: Releasing data through big-data analytics; create a basis for apps portals such as the US Data.gov that respond to citizen needs; engage citizens • Transparency: Open data sets also provides a basis for co-creating in co-delivery of government services; and provide citizens with greater applications that respond to citizen share performance metrics that give citizens transparency into government needs. In Sweden, Trafikverket, the more transparency into government. decisions, actions and outcomes. transport agency, publishes real-time Brazil’s Public Expenditure data on all train movements. Third Government provision of open data Observatory facilitates continuous parties use this data to create apps has evolved significantly over the past audits of the use of public funds. for travellers and shippers to make decade, from the simple digitization of In 2010-2011, it monitored around informed decisions on travel government documents (such as land and R$128 billion and issued thousands modes and routes. health records), to the creation of open-data of alerts regarding potential • Accountability: Platforms have portals that make government data available inappropriate spending. been launched to help citizens to in a free, accessible, machine-readable • Accessibility: Digitized records and use open data to hold elected officials and unrestricted form. Open data extends open-data portals can provide citizens accountable. In the United Kingdom, to “MyData” – information collected about with low-cost access to important TheyWorkForYou.com aggregates an individual that can then be provided to data. In the early 2000s, India’s data on each Member of Parliament. that individual. A recent report by McKinsey Karnataka state government digitized Citizens can access their local estimates that open data has the potential more than 20 million land records Member’s records, expenses to unlock $3 trillion in economic value and set up more than 170 kiosks and financial interests.

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3. Social media

This can empower citizens to share ideas There are a number of channels governments improve service delivery, and have their voices heard. It grants through which social media can particularly in times of crisis. Google’s greater access to government officials impact citizen trust in government: Crisis Response platform uses a range and decisions, provides a non-electoral of data, including social media data, channel through which citizens can hold • Accountability: Social media is to track and support responses to government officials to account, and emerging as an important non- natural and man-made disasters. creates the potential to improve service electoral channel through which • Responsiveness: Social media, delivery through real-time social data. citizens and organizations can hold particularly tools like Twitter and The potential for social media to change governments accountable. In 2013, Facebook, give citizens direct access the relationship between citizens and a coalition of non-governmental to public-sector leaders and creates government can be seen in its sheer scale. organizations, including Christian Aid, pressure on those leaders to respond. Facebook has more than one billion active used a social media campaign to put Most politicians now have a Twitter users. YouTube receives more than 100 the issue of tax evasion on the G7 or Facebook account, and citizens hours of video uploaded every minute. ministerial agenda. can use these forums to ask their Twitter users have sent over 170 billion • Delivery: Real-time data provided elected representatives direct tweets since the site’s launch. through social media can help and public questions.

Individually, each of these technologies – e-government and e-participation, open data and social media – can help governments to rebuild citizen trust, if harnessed appropriately. In combination, these tools and platforms can be even more powerful. Linking open data and social media to an e-government platform can create an environment of mutually reinforcing social trust. Rebuilding trust in government will also require progress on a range of enabling technologies and processes such as high-speed internet, mobile technology, and appropriate protocols and security measures.

Conclusion and Recommendations

In the wake of the global financial crisis, This includes supporting technologies such as high- trust in government has fallen to historic lows. speed internet and mobile access, and the appropriate framework to tackle security, privacy and access issues. The impact of this erosion is real and harmful. Today there is less popular acceptance of public • Technology is not a silver bullet for achieving policy, higher administrative costs, and weakened greater trust. Delayed or ineffective e-government legitimacy for laws and regulations. The most direct or e-participation platforms can damage citizens’ perceptions of government performance, a core and powerful way to rebuild trust is by improving component of trust. the attributes and performance of government – for example, becoming more transparent, enhancing • Government leaders should put real thought into designing a system that uses technology effectively procedural fairness, improving accountability, to rebuild trust. Given the rapidly changing nature of and being more responsive to citizen needs. technology, programs and rules should be adaptable and responsive to new concerns and capabilities. The following are important lessons Given the complexity of trust, governments need to and recommendations to rebuild trust: exercise care in setting targets, monitoring progress and benchmarking against other countries. • Technologies that improve government performance can be most powerful when deployed in combination with Achieving good government calls for a fundamental (and as part of) a coherent, citizen-focused strategy. change in the government-citizen relationship. Public-sector leaders around the world can use • Governments need to create the right enabling environment the power of technology to rebuild citizen trust that unleashes the power of technology to improve trust. to fulfil this aspiration.

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Case Studies

of taxpayers were using e-filing, sticking to electronic media, including USB sticks, tapes Swedish paper returns even if they were experienced and even old floppy discs. This eliminates a internet users. A survey revealed that users common pain point and barrier to e-service Tax Agency found e-filing more difficult and burdensome adoption: time-consuming file transfers. than the paper form. An external evaluator concluded that the design had simplified The e-filing app: In 2011, the Swedish Diana Farrell processing at the back-end for the tax Tax Agency launched an application Global Leader and Co-Founder, McKinsey agency, but not at the front-end for the (app) to access prefilled tax returns on Center for Government, McKinsey & Company taxpayer. The e-service was therefore a smartphone or tablet. At first, agency redesigned and is now widely used. officials thought this was unnecessary, Anders Borg The lesson is that while it is vital to have as the app did not bring any distinct Minister of Finance, back-end functionality for the agency, the capabilities compared with existing e-filing. Ministry of Finance of Sweden focus should be on the user from the start. Smartphone or tablet users could already file their tax returns by phone, text message Electronic filing of income statements: or website. A traditional cost-benefit In 2006, the Swedish Tax Agency invested The Swedish Tax Agency uses a prefilled tax analysis showed no advantage of investing in faster, more accurate and user-friendly return that is based on income statements in the app, but the agency went ahead e-services to meet two goals: increase from common sources such as employers with it anyway. The results were striking. trust and improve compliance. Within six and banks. More than 99% of income The app brought more than 120,000 users years, citizens’ trust in the Swedish Tax statements are delivered electronically in a in the first year and got positive reviews from Agency increased from 68% to 83%, timely way, even though there is no penalty taxpayers and the press. It also helped drive and a 2012 study, that compared trust for late filing. Several factors contribute broader adoption of e-filing. in different agencies, ranked the to the success of the voluntary e-service. Swedish Tax Agency number one.1 First, the tax agency provides free software The key lesson is that technology should for employers, which enables them to involve some educated risk-taking – such as Specific E-Services Developed keep track of employees’ information and the launch of an app – since different tools by the Swedish Tax Agency send it directly to the tax agency. The can open the way for a multiplier effect for software is effective and serves as a one- e-participation. Government agencies that E-filing of VAT returns: About a decade stop shop for employers to track other aspire to make more citizens migrate to their ago, the Swedish Tax Agency introduced employee information, thus streamlining e-services must make the service user- an e-filing service for VAT (value added their processes. Second, the Swedish Tax centric, concentrating on an efficient tax) returns. At the outset, only a handful Agency accepts information via a range of user-interface design.

of revenue set up 177 computerized land- Karnataka Land Records Digitization records kiosks in sub-district offices across the state, providing faster and more direct access to RTCs and “mutation” requests, Diana Farrell such as land-ownership change. Since their Global Leader and Co-Founder, McKinsey Center for Government, McKinsey & Company launch in 2002, the kiosks have provided documentation for 100 million RTCs.2 Anders Borg Minister of Finance, Ministry of Finance of Sweden The project has improved:

Accessibility: Bhoomi kiosks have India’s vast, paper-based land-records village accountants. To overcome this expanded RTC access for rural farmers, system is plagued by corruption and barrier to economic development, the state empowering them during interactions with bureaucracy, which is problematic for of Karnataka launched a digitization effort. local civil servants, bank staff and other the millions of farmers who require By 2002, as part of the Bhoomi Project, administrators. The system has dramatically documentation to secure bank and crop 20 million records of rights, tenancy and reduced the time required to process an loans and to accomplish other important cultivation (RTC) held by some 6.7 million RTC request. Previously, under the manual financial and administrative tasks. Access farmers were transferred from corruption- system, requests took between five and to these documents has historically been prone paper to easier-to-access and more 30 days to process, and only 5% of users controlled by absentee and often corrupt accurate digital forms. The state department obtained an RTC on their first visit.

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A farmer uses a computer to check land-records in Ramanagaram, India. © Reuters

Now, for 79% of kiosk users, the wait for Delivery: Bhoomi kiosks have reduced billion in the National Land Records their records is less than 10 minutes, and the resources required to manage the RTC Modernization Programme, launched 72% receive a copy on their first visit. request process by 1.32 million personnel in 2008. While it is widely acknowledged days per year. This represents government that technology has limited the potential Resonance and transparency: savings of Rs 66 million per year. for future corruption, the system has Bhoomi has all but eliminated inherited mistakes from the old land bribery from the RTC request process. Accountability: The online system was records that were uploaded onto the Under the manual system, 66% of users designed with key protections including digitized system. Until records that reported having to pay a bribe to receive log-in procedures, encryption and public/ were uploaded without verification their documents, whereas only 3% have private keys to trace actions back to the are corrected, the system will simply paid a bribe under the digitized system. operator and supervisor who executed perpetuate injustices committed up to The estimated net savings for Bhoomi them. This design makes employees 70 years ago. The system also relies kiosk users are Rs 134.37 ($2.2) per directly accountable and reduces errors, on the government to invest in the rapid RTC transaction – or Rs 806 million limits the temptation for corruption, spread of technology, centrally manage ($13.3 million) annually. Land-based and creates a culture of transparency.3 this technology to maintain its integrity, litigation, which accounted for 70% and provide intensive instruction to of court disputes in 2002, has since The Bhoomi Project’s success inspired local civil servants to use and fallen by 50%. the Indian government to invest $1.5 support the kiosks.

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Using Social Media to Map and Treat the Spread of Disease

Diana Farrell Global Leader and Co-Founder, McKinsey Center for Government, McKinsey & Company

Anders Borg Minister of Finance, Ministry of Finance of Sweden

In the early days of a disease outbreak, clinicians, public-health officials and policy- makers need quick access to accurate data to plan a response. However, data collected through official public health institutions is often not available for weeks. Many stakeholders in the public health arena think social media can help solve the problem. To test this theory, scientists at Boston Children’s Hospital and Harvard Medical School analyzed communication on two social media sites – HealthMap and Twitter – during the cholera outbreak that followed Haiti’s 2010 earthquake.4 The goal was to determine whether, over time, the trend in the volume of cholera cases reported on these sites would correlate with official reports.

The study found a correlation between real-time, informal data and officially reported case data during the initial stages of the outbreak. Reproductive estimates – the number of new cases likely generated by a single case over the infectious period – also proved accurate. An additional and critical Twins receiving cholera treatment at a clinic in advantage was that informal online data Port-au-Prince, Haiti. © was available up to two weeks before official Reuters / Allison Shelley sources. In 2009, a separate study presented evidence of a correlation between informal disease data in the form of queries to online search engines and the spread of influenza- outbreak, help project its spread, and provide reducing their own chances of being like symptoms across the United States.5 guidance on the control measures needed. infected. There are caveats to the effective If informal data sources are used successfully, Using trajectory mapping, for example, use of social media in an emergency, such there is likely to be a positive shift in attributes can help governments target possible as geographic and demographic biases, that build trust in government, including: sources of the outbreak. and possible inaccessibility of social and news media after a natural disaster. Delivery: Early detection of an outbreak can Responsiveness: Governments can Furthermore, evidence suggests that have a radical impact on the government’s involve citizens in actively seeking and social media is not a replacement for ability to contain and treat the spread. Using reporting real-time outbreaks of disease. traditional communication models real-time social-media data can provide Citizens can play a role in the immediate and should therefore be used as valuable insights into the trajectory of an and efficient management of the outbreak, a complement to current methods.

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Chapter II: Leadership 2.0 – The Impact of Technology on Leadership

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Chapter II: Leadership 2.0 – The Impact of Technology on Leadership

Melita Leoussis Keith Grint Project Manager, World Economic Forum Professor of Public Leadership & Management, University of Warwick

Introduction From Confucius’s sage to Plato’s philosopher-king, the American and French revolutions, Elizabeth Cady Stanton’s Declaration of sentiments to assert the rights of women, and 20th-century leaders Mahatma Gandhi, Nelson Mandela and Martin Luther King, leaders have been individuals who have helped “a group create and achieve shared goals”.6 But despite over 1,000 studies to define the styles, characteristics or personality traits of great leaders, the field of leadership still remains “curiously unformed”.7

This toolbox focuses on leadership that involves relationships of power within groups. Leadership is not limited to the position that a leader occupies. A leader does not have to be an individual, but leadership is the power to orient and mobilize others for a purpose. In his 1919 essay Politics as a Vocation, Max Weber distinguishes three types of political leadership: the charismatic (the authority of the extraordinary and personal charisma), the traditional (the legitimacy of the authority comes from tradition or custom), and the legal authority (an individual or institution exerts power by virtue of the legal office that they hold). States progress from charismatic authority to traditional authority and finally reach the state of rational-legal authority, which is characteristic of a modern liberal democracy.

Understanding Leadership in Government

Faced with an expanded set of policy imperatives in a complex world, political leaders grapple with immediate challenges – government spending, job creation, tax collection and education improvement – while being pulled into boom-and-bust cycles and staying mindful of electability risks in an environment of declining trust. At the same time, leaders must confront long-term questions: addressing the role of state, dealing with climate change, reversing structural unemployment, and creating growth.

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The Impact of Technology on Leadership

Technology has fundamentally changed able to organize, rally, inspire and require Private sector leaders are not exempt from leadership in the public sector. The most change as today. As Joseph S. Nye, Jr. has the public eye. Never before were private predominant trend is the devolution of power, observed, world politics is no longer the sector leaders obliged to align with the authority and influence: leaders are in decline sole province of government. Command- interests of stakeholders: employees, and followers are on the rise. Hierarchies and-control approaches do not work in shareholders, customers, competitors, are becoming flatter while the gap between a hyperconnected world as they block activists and society. leaders and followers is closing, the result of a the free flow of information, which is cultural shift brought about by technology and inherently problematic. Three key aspects of ICT have the potential access to information, ease of expression, to transform government and private sector and the ability to connect. Political activism is The same structural shift and cultural leadership: information technology, big data, on the rise; never before have citizens been shift are affecting the private sector. and disruptive and exponential technologies.

Information technology

Information technology has permeated all previous information technologies. happening exponentially faster than aspects of organizational and individual life. Information creates power, and ever before, and governments will The annual GDP growth from the digital people currently have more access have a difficult time reacting. revolution (+3%) will outpace industrial to information than ever before. revolutions. More information is created • Process: The information revolution is In the technology era, the volume of every two days than from years 0 to 2003. affecting the structure of organizations. information and the complexity in the various In 2011, despite the unfavourable global Hierarchies are becoming flat and channels of communication and transmission economic climate, digitization – the mass networks of outsourcing maximize make it increasingly hard for governments adoption of digital technology through benefits through the effective to identify their audience and tailor their connected services and devices – provided allocation of resources. In such an messages and services accordingly. a $193 billion boost to world economic environment, the application of soft People are represented on the internet with outlook and created 6 million jobs globally. power tools and the development multiple identities, while governments and IT can help to rebuild leadership in of contextual intelligence are key. their leaders try to understand what is real government through these channels: A consensus-building, co-opt and and what is not. These networks reflect “feminine” leadership style will be both real-world offline interactions and • Person: The distance between leader necessary if leaders want the buy-in new social networks or connections and follower is reduced through the of their followers. A new, open online. The technological revolution is also constant flow of information which corporate culture, which is based changing the leadership industry itself. comes through social media and upon participation and self- the internet. No longer do people in organization, calls for networking, In the information era, people are leadership positions have the power exchange and transparency. sensing their own power and are to distance themselves from their • Context: The information revolution has expecting to participate; new power is constituents or claim their privacy. brought about a dramatic drop in the organized and is challenging old power. Calls for accountability and ethical and costs of computing and communication. Atypical counterparts such as NGOs, financial conduct are becoming the rule. Communication power is no longer civil society or terrorist networks use • Position: The current access to reserved for big corporations or the internet to rally support, maintain a information, the ability to express individuals with vast resources. If the constituent base and organize. The rise and the capacity to connect, impact same price reduction had occurred in of the technological era has provided the relationship of leaders and the automotive sector, the price of a car a platform for the democratization followers more than any other of the would now be $5. Moreover, change is and accessibility of ideas.

Big data

Big data will become a key basis for social networking and supply chains to big data. Big data can help to rebuild competition, growth, innovation and tailor products according to consumer leadership through the following channels: consumer surplus. Big data will also needs before they are even created. result in revolutionary applications, from Policies related to privacy, security, • Results: Data coming from numerous genomics to business models to security. intellectual property and even liability sources – including historical, video, In the future, business will use data from will need to be addressed in a world of audio, cell phones, geospatial, imagery,

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sensors and social media – can be of management philosophy tinkering Capitalism – So What’s Next?,8 use to governments in their delivery on the other”. Big data is no longer Klaus Schwab talks about how of services such as crime prevention, expensive to store, analyse and use, capital is losing its status as the most transport, defence, national security, yet governments are struggling with important factor of production in revenue management, environmental how to monetize it. More importantly, the economic system and is being stewardship and social services. governments have been slow to adapt superseded by creativity and the ability Governments will benefit from to this shift in management thinking, to innovate – and, therefore, by human leveraging big data information where data analysis is becoming a tool talents. If talent is becoming the and analytics to increase efficiency. in setting strategic direction. decisive competitive factor, it is safe to • Process: Rahaf Harfoush, author of • Context: At the same time, people state that capitalism is being replaced The Decoded Company, talks about and talent are becoming the assets by “talentism”. Just as capital replaced big data as an epic shift that “has led that unlock competitive advantages manual trades during the process of to radically different business models for the government and the private industrialization, capital is now on one hand, but only incremental sector. In his 2012 article, The End of giving way to human talent.

Disruptive and exponential technologies

According to the McKinsey Global Institute, disruptive economic impact. Technologies more for less – a way to reduce there were more than 230 million knowledge with potential for economic disruption – costs by more than 50%-75% in workers in 2012, and the potential economic such as mobile internet, the Internet of some instances while maintaining impact by 2025 of automation of knowledge Things, cloud computing and advanced or improving services. work will be $5 trillion-$7 trillion. New robotics – can help rebuild leadership in • Result: Governments as well as the technologies are almost automatically called government through these channels: world’s top enterprises will need to “breakthrough” and “the next big thing”. employ exponential technologies and Yet, according to the same report, “some • Process: The concept of disruptive incentivized innovation to dramatically technologies do in fact have the potential to innovation was first articulated by accelerate their business objectives. disrupt the status quo, alter the way people Harvard business professor Clayton According to the McKinsey Institute live and work, rearrange value pools, and Christensen, who described disruptive for Government on Disruptive lead to entirely new products and services”. innovation as “a process by which a Technologies, policy-makers need to product or service takes root initially prepare for future technology by getting Important technologies can come in simple applications at the bottom of an understanding of how technology in any field or emerge from any a market and then relentlessly moves will shape global economy and society scientific discipline, but they share four up market, eventually displacing over the coming decade. Governments characteristics: high rate of technology established competitors”.9 By breaking will have to allow their citizens to live in change; broad potential scope of impact; seemingly immutable trade-offs, a climate of prosperity, safeguard the large economic value that could be disruptive innovation offers a potentially provision of public goods, and ensure affected; and substantial potential for powerful tool to policy-makers to get the harmonious delivery of services.

Conclusion and Recommendations

In The Powers to Lead, Joseph S. Nye, Jr. lists a • The information revolution and democratization are few key takeaways related to leadership that could causing a long-term secular shift in post-modern be carried over to public sector leadership: organizations. From a command style of leadership, society has moved to a consultative, co-opt style that can empower leaders by the concurrent empowering • The appropriate style of leadership depends on of followers. the context. Besides the use of soft and hard power tools, smart power requires contextual intelligence. Management and leadership are not the same thing. Rather, command, leadership and management are three • Leaders depend on and are shaped by followers. forms of authority. Effective leaders usually need both Soft power is required from the leaders, though managerial and organizational skills to maintain systems charisma is bestowed on the leader by the follower. and institutions and help groups achieve shared goals.

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Case Studies

Venture capitalist Ron Conway attends a San Francisco protest against SOPA legislation. © Reuters / Robert Galbraith

How Technology Can Engage Public Action in Leadership – The Case of PIPA/SOPA

copyrighted content and goods such as support and funding of digital and online Jimmy Wales films and records, and would also give the start-ups, thus touching on the wider issue Founder and Chair Emeritus, Board government the ability to control and remove of innovation and competitiveness in the of Trustees Wikimedia Foundation websites that infringe property rights.10 The American tech industry.14 bills would force search engines such as Google to not display flagged sites in their These coordinated online actions resulted On 18 January 2012, Wikipedia featured a search results, thus limiting their search in collective action globally, with the black banner with the words “Imagine a world function.11 Many feared that the bills would Google petition collecting over five million without free knowledge”. This banner was hold other sites such as Facebook liable for signatures from the US, and the SOPA/ part of a 24-hour service blackout against the showing illicit content that is hard to control PIPA Wikipedia page accessed more proposed Stop Online Piracy Act (SOPA) in the and is freely circulated on their sites.12 than 162 million times. The forms on United States (US) House of Representatives the Senate’s website received so much and the PROTECT IP Act (PIPA) in the US From the onset, concern was raised that feedback that the site was unable to Senate. Following an internet-wide public the bills would result in measures that would accommodate all citizens’ requests for outcry, this highly visible act was a result over-regulate the internet and dramatically contacting their elected representatives.15 of coordinated action by Wikipedia, Google, alter the manner in which information is The day after the blackout, it was reported Twitter, Mozilla and Tumblr and included shared and spread. Many technology that the majority in Congress were no an awareness-raising campaign against industry firms voiced even starker criticism longer in favour of the bills, with 18 out of regulation of the internet aimed at forcing a that the bills would disrupt the internet’s 100 senators withdrawing their support change in the leadership opinion on the bills. culture of free and open sharing of for PIPA.16 The hearing of the bills was information and knowledge, thus ultimately postponed and the legislations shelved. SOPA and PIPA are proposed laws against attacking the freedom of speech and web and online piracy, aiming to increase expression.13 It was not only the technology With special thanks to Artemis the criminalization and punishment and digital experts who were up in opposition Papoutsakis, Team Coordinator, of copyright infringement. This would but also venture capitalists who argued International Relations and Government include the unauthorized streaming of that the bills would disrupt sponsoring, Affairs, World Economic Forum

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President Obama attends The Rise to a meeting at Facebook headquarters, Palo Alto. Power: Social © Reuters / Jim Young Media, Big Data and the Case of President Barack Obama

Gregory G. Curtin Founder, Civic Resource Group

President Barack Obama won two US presidential elections by mounting campaigns that were largely built on the use of sophisticated data technologies and the social media. The 2008 Presidential While visiting Red campaign was seminal in the evolution Cross employees in of technology for campaigns, elections Washington, President and marketing in general. Immediately Obama sends his first following Obama’s victory in 2008, Tweet. © Reuters / Jonathan Ernst the US News & World Report declared: “The presidential election of 2008 will go down in history for an obvious symbolic reason that will inspire future generations [...] Obama enjoyed a groundswell of support among, for lack of a better term, the Facebook generation. He will be the first occupant of the White House to have won a presidential election on the Web.” The Washington Post reported that President Obama raised nearly half a billion dollars online, and research by a Stanford University Professor of Marketing, among others, showed that the Obama campaign garnered more than five million supporters using social media.17 The vast majority of those supporters were individuals and groups that have traditionally been hard for political technology trends of the time. The Harvard support for Obama to work from and campaigns to reach and engage – younger Business Review called 2012 the first Big continually engage using new digital citizens who have historically not voted. Data Election, and the campaign itself was technologies. This “empowerment” studied in depth by technologists (e.g. MIT of regular citizens through technology In 2008, the Obama campaign machine set Technology Review) and political scientists became a theme not only of the the bar for effective use of online tools and alike. Obama’s big data campaign team Obama campaigns, but of the Obama strategies. In 2012, the campaign was able was so effective that Eric Schmidt, Chief administration itself. Especially during to leverage the online base created in 2008 Executive Officer of Google, invested in his first administration, Obama was by picking up right where they had left with it to start a new firm aimed at helping successful at connecting with his the mybarackobama.com virtual campaign companies increase their bottom line “Facebook generation” supporters centre and its incredibly rich database, and through sophisticated data analytics. in an ongoing manner. raise the bar further for Obama’s re-election campaign. Following his re-election, The The use of social media and big data in With special thanks to Washington Post and others dubbed 2008 and 2012 not only helped President Rigas Hadzilacos, Research Obama the “Big Data President”, aligning Obama win both elections, but, equally Analyst, Global Research Networks, the President with one of the key emerging importantly, it established a base of World Economic Forum

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A young girl enjoys a walk in Alice Holt Forest, UK. © Reuters / Eddie Keogh

How Technology is Changing Government Leadership: Saving the Forests in the UK through Technology

did not exist or was not widely available Senate.21 A two-million-plus signature petition Jeremy Heimans just a few years ago, including: in the wake of the shooting of 16-year-old Co-Founder and CEO, Purpose student Malala Yousafzai ushered in the Online petitions: The initial petition first Right to Education bill in Pakistan.22 served as the basis for mounting major When Prime Minister David Cameron’s opposition to the forest sale plan. In September 2011, the Office of government first announced its plans to Crowd-funding: The public opinion polling the President of the United States explore selling publicly owned woodlands was funded through online micro-donations, launched “We the People”, a government- in October 2010, the million-member as were the fees for advertising the poll’s curated e-petition website, and promised campaigning group 38 Degrees launched results in major national publications. responses to any petition on its site with an online petition under the headline “Save Automated MP outreach: support exceeding 100,000 signatures.23 Our Forests” and garnered over 500,000 Calls and emails to MPs were directed via President Barack Obama’s administration signatures.18 38 Degrees commissioned an online action centre that guided individual has made policy changes on internet a third-party opinion poll, which revealed members of public through finding and privacy, mobile technology and access that 84% of the public preferred preserving reaching relevant decision-makers. to publicly funded research in direct public ownership of the forests. The Highly coordinated local efforts: 22 local response to citizens’ petitions on this site.24 group then purchased advertisements in groups throughout the UK were coordinated major newspapers highlighting the poll quickly and effectively through the use of And the European Parliament set results and its members logged over online organizing techniques and tools. out a similar promise for the European 100,000 phone calls and emails to their Union (EU), pledging a response to any MPs (Members of Parliament) expressing 38 Degrees’ work on forest preservation in the “citizens’ initiative” organized by citizens opposition to the proposed sell-off.19 UK reflects a broad, growing trend in citizen of seven member countries and garnering In addition, during the 16 February activism. Across the world, similar stories 1,000,000 signatures.25 The EU launched session of Parliament, opposition leader abound. Walk Free, the movement to end this new foray into responsive government Ed Miliband cited the petition directly in modern slavery, worked to secure approval on 16 February 2011 – the very same calling for cancellation of the policy.20 of ILO Convention 189 in the Philippines day Prime Minister David Cameron Each step of the 38 Degrees campaign by building public support and focusing stood before Parliament to heed was supported by technology that either international pressure on the country’s the digital voices of his citizens.26

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public processes and operations include Rwanda: The Nexus between e-Parliament, Document Tracking and Workflow Management System, Financial Leadership, ICT and Development Management System (FMS) and Human Resource Management System (HRMS).

Betty Tushabe, plans and adopt ICT to improve service Practical applications of ICT are also being Senior Policy Analyst, Strategy and delivery. This also includes modernizing the used to drive change in priority sectors. Policy Unit, Office of the President government to improve its efficiency and The biggest impact is evident in the health effectiveness in serving the population. sector where there has been improvement Linda Rusagara, in maternal and child health as a result of Policy Analyst, Strategy and Policy Under President Paul Kagame, the RapidSMS application which allows Unit, Office of the President Rwanda has created nationwide Community Health Workers to track coverage of telecommunication pregnant women, monitor antenatal networks with mobile penetration at 63% care, identify and refer women at risk, In 2000, the Government of Rwanda and approximately 6.5 million mobile and communicate with health facilities in embarked on Vision 2020 – an ambitious subscribers, up from 75,000 in 2002.27 case of emergency. In agriculture, which development plan to transform Rwanda employs over 70% of Rwanda’s population, into a middle-income country driven Since 2010, the government has focused on the mobile application E-Soko has been by a knowledge-based economy. The modernizing service delivery to improve the developed to keep farmers informed government identified ICT development as efficiency and effectiveness of its operations about the prices of agricultural produce a cross-cutting area which would support and reduce barriers to government through mobile phones or the internet.28 the pillars of Vision 2020 in driving socio- transactions. More government-to-citizen economic transformation. To achieve this, (G2C) services such as business registration, Finally, technology is breaking down the government developed four five-year construction permits, immigration, tax filing barriers between leaders and citizens by National Information and Communication and filing of court cases can now be improving citizens’ access to information. Infrastructure (NICI) plans, which coincided done electronically. Every government institution is online and with Vision 2020. NICI I (2000-2005) focused all ministers and officials can be reached on creating a favourable environment for In addition, the government is using via email, Twitter or Facebook. Citizens market development by building the required technology to change the way it works nationwide are also given the opportunity skills set and putting in place institutional and internally. For example, to enhance to participate in a National Dialogue by policy structures for future ICT growth. The coordination, the government has sending in live questions through Twitter, second phase of NICI (2006-2010) oversaw introduced video-conferencing in all Facebook, SMS and video-conferencing. the development of communications 30 districts to improve communication infrastructure nationwide that would serve between the local and central authorities With special thanks to Didier as the backbone for current and future as local governments move towards Nkurikiyimfura, Director General communications requirements. The third greater autonomy. Other e-government in Charge of ICT, Ministry of Youth NICI plan, which is ongoing until 2015, aims projects that have been deployed and ICT and Saddiq Mwai, ICT to leverage progress made in the first two to improve the speed and quality of Advisor, Ministry of Youth and ICT.

People surf the internet at a free Wi-Fi spot in the capital Kigali. © Reuters / Finbarr O’Reilly

Future of Government Smart Toolbox | 25 Chapter III: Enhancing Government Services for Citizens in the Digital Age

Chapter III: Enhancing Government Services for Citizens in the Digital Age

Future of Government Smart Toolbox | 26 Chapter III: Enhancing Government Services for Citizens in the Digital Age

Chapter III: Enhancing Government Services for Citizens in the Digital Age

Jacques Attali Gregory G. Curtin Yasar Jarrar President, PlaNet Finance Founder and Principal, Civic Resource Group Partner, Bain & Company

Introduction Over the past two decades, with the rise of the internet, governments around the world have striven to use new and emerging digital technologies in innovative ways to enhance the delivery of public services. Today, digital technologies play an increasingly important role in the daily lives of people and businesses, altering attitudes towards the nature, delivery and providers of public services. Citizens expect to have fast, easy, safe and accurate access anywhere, anytime. The technology that empowers citizens offers ways for governments to improve service design and delivery. They include: open data and big data; embedded technologies and the Internet of Things; integrated and ubiquitous mobility platforms; cloud computing; and next generation networks. However, they also come with risks and challenges that governments need to address.

ICT Transforming the Delivery of Public Services

The scope of public services is constantly Cloud computing available to use and re-publish, evolving and varies from government to Cloud computing allows data and without restrictions of copyright, government. In any scale or structure, service applications to move to the “edge” of patents or other controls. access and quality should meet key indicators networks, enabling standardized mobile The rationale is that (1) government and adhere to key principles: (1) universality and big data solutions, the ability to scale data is a public good that should – available and affordable for all potential up and down quickly and cost-effectively, be made available freely and users; (2) equality – all users must have and real-time and dynamic services that openly to the public; (2) making similar benefits and access; (3) continuity and can be nimbly shaped and modified. government data available to the reliability – delivered in an uninterrupted way, Issues including security and compliance public in open formats increases with a minimum level of acceptable quality; need to be addressed to gain public government transparency and (4) responsiveness – promptly answer users’ support for expansion. accountability; and (3) open data needs and requests; and (5) adaptability – can enable third parties to use allowed to evolve to better serve the general Open data the potential of data by developing interest. The current and coming waves The central idea is that certain applications that address public of relevant technology include: data should be freely and easily and private needs.

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Big data attendant opportunity to connect them literacy or device deficiencies. The The opportunity for governments of all types all digitally. Google Glass, remote field interoperability of digital solutions would and sizes to use the explosion of structured sensors, smart watches and personal be ensured through, for instance, more and unstructured data to manage and fitness monitors, Wi-Fi-enabled wind sophisticated and responsive web design. plan for the delivery of services cannot be turbines, and digitized parking spaces overstated. Governments worldwide are are part of the growing IoT. Gartner, Next-generation networks following the private sector’s lead. New the information technology research and The rapid growth of open and big York City, for example, created an office advisory company, predicts that by 2020, data, mobile solutions, IoT, and cloud of Data Analytics which works across IoT will have grown to over 26 billion units. services, among other technologies, city departments to collect, combine and Governments can put IoT to work to better is straining current network capacities analyse the mountains of city-generated understand demand trends and behaviour. and performance across the board, data, seeking opportunities to enhance or and is driving the development of next- develop new city services and decisions. Mobile first/ubiquitous mobile generation (Next-Gen) networks. Next-Gen To seize this opportunity, governments Governments can take a “mobile first” allows superfast connectivity – hundreds need to develop capabilities and approach to prepare data assets and of times faster than current network integrate data into decision-making. processes to be delivered via any mobile speeds. Software-defined networks, next- device, at any time. It would enable generation Wi-Fi/WiMax, Gigabit Ethernet, The Internet of Things (IoT) government services to reach an even and new fibre-optic networks among IoT refers to the rise of devices, appliances larger share of the population, including others are setting the pace for high- and accessories – “things” – that are citizens who currently have limited access speed, high-capacity, and highly data enabled and computerized, and the due to various hurdles such as distance, intelligent Next-Gen networks.

Governments Can Leverage Technology to Enhance Service Delivery

Access to information and data actively search for this information security and authentication and adherence The provision of information to citizens and find it useful. to privacy policies. Citizens play an active role and businesses is the most basic form of as beneficiaries; governments can benefit online government service. A host of data Completion of transactions if they achieve cost savings in automating and information can be made available A more sophisticated set of government more services, and refine and optimize through channels including e-government services enables citizens and businesses delivery based on end user feedback. portals, mobile platforms, public access to realize non-financial (e.g. completing and kiosks and digital signage. The content filing forms to receive civil documents or Involvement in the production may include information about services social benefits) and financial (e.g. paying of services and agencies, reports and forms. For taxes and fines) transactions online, after New digital technologies and platforms create example, the open data portal launched authenticating their identity. Key components participation and engagement opportunities by the State of California in 2010 now has include a tracking system that enables for citizens who wish to contribute to the over 100 million data records, ranging from citizens to follow the progress of their delivery of services. Co-production of education to state highways. This mode of requests. This mode involves a greater level services can take several forms, including service delivery does not entail significant of personalization of services and more crowdfunding and crowdsourcing. For interaction between government and users. interactions between government and users. example, the UK Spacehive crowdfunding Nonetheless, it requires effort in terms of It also generally requires a higher level of platform helps citizens raise money to finance transparency, rigour and precision, and personally identifiable information on the public works improvement projects such usability. It also presumes that citizens will user, which necessitates higher levels of as playgrounds, parks and sport facilities.

The Impact of ICT on Delivery of Services: Expectations and Recommendations

Citizens and governments can accrue many by users are reduced for citizens, and paper-based communications and benefits from successfully implementing governments can expand services to storage, or by fighting waste and fraud. digital enhancements and solutions for previously underserved citizens. This can service delivery modes. These include: contribute to a country’s social, territorial New analysis and decision-making and cultural cohesion. Digital solutions also This calls for analogous reorganization Streamlined and agile government create cost optimization opportunities for of administrative structures, and, indeed, Search and transaction costs incurred the government, for instance by reducing institutions themselves. Digital modes of

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service delivery will encourage information- Renewed trust in government Strengthened sustainable sharing and coordination between By simplifying administrative procedures development agencies and departments that participate and implementing organizational The co-creation of public value can in the delivery of a given service. Citizens transformations, digital service delivery foster competitiveness and inclusion, could benefit from a clearly identified and may renew and strengthen relationships reinforcing growth and solidarity intuitive point of contact with government. between administrations and citizens. and contributing to the sustainable Digital technologies may also directly It can enable closer scrutiny of government development of a country. The power shape policy-making and policy content. actions and improve the efficiency and of ICT to involve citizens and businesses Taxation could provide evidence of this, fairness of service delivery, fostering as co-producers may entice them to as digital collection could trigger an atmosphere of increased change behaviours in ways that significant fiscal system reforms. transparency and trust. contribute to policy success.

Ingredients for Success Progress is possible with these key steps:

1. Align with an overarching digital For citizens and businesses to trust 4. Collaborate between government strategy or plan digital solutions, governments will have agencies, governments A precise diagnostic should be to protect the personal data provided and private entities undertaken to assess digital maturity in transactions. Traceability and Partnerships between stakeholders and determine the technologies and transparency are essential: citizens and user groups are critical to platforms to be used. The government must be informed of their rights and ensure people know how to access can then define a digital roadmap that allowed to know how their personal new services and are part of co- highlights priorities, details the actions data is used and by which institutions. creating the next evolution. Putting to be conducted, and identifies the users at the centre of digital services institution in charge of coordinating 3. Invest in new capabilities, can avoid costly, time-consuming actions and sharing best practices. both human and technological and frustrating errors that often The government can then deploy Digital technologies enable and allow stymie digitization efforts. the new digital services in two steps: communication among people. Core launch pilots to capture and adapt to skills are required to ensure optimal 5. Ensure the reliability of the learnings, then scale broadly. benefit out of the opportunities that new service delivery modes technology presents while managing Governments must strive to maintain 2. Foster the adoption of the new its risks. These include procurement, a constant level of availability and service delivery modes communication, management, quality. Citizens must be able to Inclusion is the first condition to interpretation and use of big data, obtain information and rely on achieve this goal. Governments may and realizing the gains of open fundamental services, even in dire have to invest in infrastructure (such government. Civil servants must be circumstances (in the case of natural as e-service kiosks in rural locations) equipped with these skills and need disasters, for instance). Governments and human capital (especially digital to learn the basics of what this digital should also set a standard of literacy). Governments will have to age can do and offer. They need to continuous improvement. address concerns about privacy and learn “code”, which is, in a sense, security, which could hinder adoption. the lingua franca of the digital world.

Conclusion and Recommendations

New digital technologies and the strength of the open data movement are transforming government service delivery and, albeit more slowly, government operations. To sustain this, governments have to carry out a transition strategy with clear objectives and a continuous dialogue with all stakeholders. They need to attract, retain and build in-house capabilities to develop digital service strategies and then implement them. Governments also play a central role in convening stakeholders early and often to ensure that privacy concerns are addressed, and to encourage collaboration among traditional and new actors such as entrepreneurs and IT specialists.

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Case Studies

County of An aerial view of Dubai, featuring the Burj Al Arab hotel. Los Angeles © Reuters / Jumana Metropolitan El-Heloueh Transportation Authority (Metro)

Gregory G. Curtin Founder, Civic Resource Group

The LA County Metro is the second largest transportation system in the United States and one of the most complex systems globally. It manages bus, light rail, subway, carpool lanes, bike paths and freeway construction and planning for the entire County of Los Angeles. The agency is undertaking a new strategic planning effort to create a Customer Oriented Technology Investment Strategy, and is launching a number of high-profile pilot projects to show how previously un-mined data sources and digital tools can be utilized to provide better public services. The pilot projects include:

• Development of a unique GeoSocial interactive mapping system that allows users to provide formal and informal comments on proposed projects via an easy-to-use mapping interface. “We are not as much concerned • Provision of real-time bus schedule The Rise of the with the number of government information, as well as Wi-Fi-enabled applications as the quality, easiness buses, light rail cars and transit stations. “Smart” City: Dubai of our government procedures; • Installation of interactive kiosks that our goal is to make life simple and combine transit, event and local easy through effective applications community information. Abdullah Al Basti rather than the numerousness of • Rollout of a large-scale bus stop Director-General, The Executive Office these applications,” noted Sheikh inventory management system, Government of Dubai, United Arab Emirates Hamdan bin Mohammed, developed on an easy-to-use web- Yasar Jarrar, Crown Prince of Dubai. based platform that allows for field Partner, Bain & Company inventory-taking via tablet computers, The strategy features six key integrating GPS data and tools and pillars and 100 initiatives, including pulling from a variety of available data Dubai recently launched a Smart City transport, communications, sources – including legacy systems. Strategy with the aim of having a single infrastructure, electricity, economic • Continued digital enhancements interface for all Dubai government services and urban planning, of a system-wide fare card to applications, which will work under among others. Under the strategy, include services and data beyond one name and deliver all services 1,000 government services will simply fare payment. through one unified gateway. go ‘smart’ in the next three years.

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Smart City/Smart Gregory G. Curtin Founder, Mobility Platform: Civic Resource Group Santa Monica,

California Cyclists and pedestrians pass a traffic sign on Santa Monica Boulevard. The City of Santa Monica, California, © Reuters / Jason Redmond is undertaking an innovative Smart City initiative, aimed at connecting virtually all available data on mobility within the city via a new centralized web database platform.

The new platform will: • Connect city-owned databases on public transit, parking and public facilities. • Provide new data and GIS information on bicycle paths, pedestrian routes, bicycle and car-sharing. • Incorporate third-party data on events, places and activities. • Integrate user-generated data relating to usage, participation, activities and getting around within the city.

The resultant big data “mashup” will provide new and easily-consumed information and data to the public via web, mobile, tablet, kiosks and digital signage, while also providing a valuable business intelligence and data dashboard for city planners and administrators. The project was funded in part by US federal and state government grants aimed at reducing traffic congestion, increasing the use of public transit and “active transit” (walking and bicycling), and reducing the overall carbon footprint of the city, its residents and visitors.

at different levels of operation. These include to public services, the platform is a step Open Data, the Chinese Government Public Information towards the city’s goal of becoming a Smart Online portal (http://govinfo.nlc.gov.cn/) City. The platform will be made available Big Data: China and the National Bureau of Statistics of China to other municipalities across China as well. (http://www.stats.gov.cn/) at the national The municipal government of Chongqing, level; the Dalian Province data site (http:// a major city in central China with a population Gregory G. Curtin www.dl.gov.cn); Data Shanghai (http://www. of 29.4 million, is building what it describes Founder, datashanghai.gov.cn); and Data Beijing as a big data, cross-border e-commerce Civic Resource Group (http://www.bjdata.gov.cn), among others. platform. The platform’s primary purpose is to help businesses in the region better The Chinese government recently launched compete in the global market. The China’s new government has vowed to “shed its first open government platform in government also hopes that it will promote sunlight” on its activities, and has slowly Qingdao, a major city in Eastern China efficiency, enhance the competitiveness started down the path of providing open with a population of 8.7 million. In addition to of companies in Chongqing, and government data on a variety of subjects and providing open data and one-stop access promote the area as a trading hub.

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Election poll worker places a security sticker on a ballot box as voting begins in San Diego, California. © Reuters / Mike Blake

From a technical standpoint, providing In the year since the online voter Moving Services tools for online voter registration is registration system went live, over 900,000 complex. The US voter registration system Californians have registered for the first Online: California requires citizens to register through time or updated their voter registrations. county registrars within each state and Additionally, the state estimates it has Online Voter has strict privacy requirements. Therefore, saved more than $2.5 million with the the system connecting the Secretary of online registration system in just its first Registration (covr) State’s office, the State Department of year. Additionally, and importantly, a study Motor Vehicles (all registrants need a valid by the University of California, Berkeley, driver’s license), and each of the 58 county showed that the online registration process Gregory G. Curtin elections offices had to be developed with resulted in voter registration by a more Founder, strong privacy protections and security diverse range of potential voters – including Civic Resource Group procedures. In addition to English, the among groups that tend to be under- online registration is made available in nine represented and traditionally register other languages: Spanish, Chinese, Hindi, and vote at lower rates. The California Online Voter Registration Japanese, Khmer, Korean, Tagalog, Thai (COVR) legislation was passed in 2011 and Vietnamese. The Secretary of State “Given voters in California are, on average, and implemented in October of 2012, just took the digitization a step further, and significantly more affluent than the general in time for the US presidential elections. provided online gadgets to add easy- population, this study suggests that The legislation made California only to-use voter registration buttons to online voter registration opened up the the 12th state (out of 50) in the US that any website or digital communication [...] process to a wider range of voters provided for online voter registration at the (http://www.sos.ca.gov/elections/ in terms of their socioeconomic status,” time. Another six states have passed online bug/bug.htm). These digital tools helped said Lisa García Bedolla, author of a UC voter registration laws over the past year attract new voters wherever they happened Berkeley study on the impact of the new (2012-2013) but have not yet implemented to be on the web. Secretary of State Debra online voter registration. “When we online systems. Californians can now go Bowen touted California’s work to register make the process easier, like letting to the COVR site (http://registertovote. more voters as a way to “show the rest of you register after you Google it on ca.gov/) and register, wherever they are. the country how to run a true democracy”. your phone, folks participate.”

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Using the Gift California Tracker App. Mobile Disclosure: Gift Tracker

Gregory G. Curtin Founder, Civic Resource Group

The California Fair Political Practices Commission (FPPC), a state agency charged with ensuring transparency and fairness in state and local elections, joined the digital movement with the launch of a mobile app that state employees and elected officials can use to easily track and report gifts. The app allows users to input and track the value of all gifts – meals, entertainment, events, travel etc. – from individual sources, and assists in monitoring the allowable amounts and sources according to FPPC rules. The mobile app enables users to export the data for official filings and reports. The Gift Tracker App is currently available for free download in iOS and Android versions at http://fppc. ca.gov/index.php?id=672.

not particularly elegant from a user California Open Data: experience standpoint, the open data sites and activities are nevertheless starting California Campaign Finance to create a seamless online data system and Judicial Disclosure Data around elections and voting. California already had in place Cal-Online, ca.gov/). Following along with the state’s a web-based, data-entry filing system Gregory G. Curtin open data initiative, in August 2013 the that allows state candidates, campaign Founder, Secretary of State announced that all data committees and lobbying entities to Civic Resource Group collected on campaign financing, lobbying submit registration and disclosure reports and contributions to political campaigns mandated by California’s Political Reform would be made available online in raw data Act. With Cal-Access, the submitted data is California was one of the first states to launch formats: “The Secretary of State website all made available to the public online on a an open data portal (http://data.ca.gov/), is always evolving to ensure that everyone, daily basis in near real-time. Continuing the following closely behind the launch of the US from the occasional user to the information open data activities around elections, this Federal government’s Data.gov open data technology expert, can obtain public year the California Fair Political Practices site. The Data.ca site was soft-launched information in the way most useful to them.” Commission launched a searchable online in 2010 and currently has more than 100 database of official statements of economic million data records. The state plans to The data is available at the Cal-Access interest filings required of California continue expanding and enhancing the site (California Automated Lobbying and judges (https://shreddr.captricity.com/ to “encourage reuse of government data.” Campaign Contribution and Expenditure opendata/u/fppc/). With this first open Search) portal (http://cal-access. dataset around public official financial and In January 2013, the state launched a sos.ca.gov/). Any and all data can be economic interest disclosure, the FPPC companion Open Geo-Data portal, the downloaded and used for public, private promises to continue to make more California Geoportal (http://portal.gis. or even commercial purposes. Although data open and available to the public.

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Travellers in the UAE E-Borders Emirates terminal at Dubai International Airport. © Reuters / Control Jumana El-Heloueh

Abdullah Al Basti Director-General, The Executive Office Government of Dubai, United Arab Emirates Yasar Jarrar, Partner, Bain & Company

The UAE e-borders control is an integrated system that manages all access points in the UAE. It has been in operation for over three years now and connects the local ID system to all exit and entry points to the UAE. Exit and entry is now automated via the e-gate system for passport control (based on fingerprint access technology) which also deploys eye-scan and facial recognition systems. In fact, UAE citizens and residents can now travel in and out of the UAE without their physical passport (subject to requirements of their destination).

The system has not only reduced travel times in and out of the UAE, but has considerable impact on improved security. It allows for optimal tracking and monitoring, and caters for dual nationalities. In terms of reducing travel time and improving the experience, this system, coupled with m-boarding passes for air travel, means a resident flying out of the UAE needs to only carry their mobile phone with them. The data on the e-borders control is also fully integrated in a national database linked to the National Identity Card system, allowing citizens and residents to have one card for all their government-related needs and services.

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Chapter IV: The Role of Technology in Political Representation

Future of Government Smart Toolbox | 35 Chapter IV: The Role of Technology in Political Representation

Chapter IV: The Role of Technology in Political Representation

Jane Fountain Distinguished Professor of Political Science and Public Policy and Director, National Center for Digital Government, University of Massachusetts

Introduction Today, ICT provides new ways for citizens to establish their voice and rights in engaging with government. Cutting-edge public service provision involves citizen participation and co-production of services, for example through online filing to start a new business or apps that enable the reporting of community issues. This trend moves closer to e-democracy: the exercise of citizen voice through electronic channels in political decisions. This chapter explores definitions of political representation, its recent evolution and measurement, ways that ICT changes or can be used to support representation, and the challenges governments need to navigate.

Overview Representation is defined as a reasonable expectation that a citizen’s interests and preferences are considered in policy-making, service design and delivery. It underpins regime stability, legitimacy, accountability, responsiveness and citizen participation, and overlaps with other concepts, including legitimacy, trust and voice. For these reasons, political representation is both a goal and a means of achieving good government and other social outcomes.

“Parliamentary representation” of citizens by elected officials in parliaments and related entities is the norm in representative democracies globally. “Participatory governance” or direct citizen engagement is another form29 that engages citizens in governance, for example through the co-design and co-production of services. Political equality is also critical to democracy and considers “the extent to which citizens have an equal voice in governmental decisions [...] the equal consideration of the preferences and interests of all citizens.”30

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Discussion of Alternative Approaches to Achieve Representation

Deliberative democracy of information-sharing in this way. institutions, operating under In the 1990s, questions of government Some claim that social media enables assumptions of parliamentary legitimacy and democratic accountability participation and representation by the representation, inadvertently create led to an increase in attention to this many. Yet, measuring representation in “single points of failure by concentrating approach to empower citizens. Proponents social media use is fraught with difficulties. decision-making power in the hands argue that rational deliberation among of the few”.32 Instead, she posits that equal citizens enhances “citizens’ loyalty Pragmatic representation citizens can and should contribute to to [...] constitutional norms” and improves A more modest, practical claim focuses complex policy-making. Results could decisions. Yet, even advocates caution that on pragmatism where representation be more robust and encompass multiple it is only possible when there is “a certain can vary based on the policy challenges perspectives and contexts. In addition, level of cultural common ground”31 and that or political questions at hand. Beth this process could leverage the expertise there are many questions – such as who Noveck, director of the Governance Lab that exists in civil society to help solve should deliberate, and the feasibility at NYU, wrote that traditional government governance and policy problems.

Recent Trends and Trajectories in Representation

Measurement to services such as broadband, mobile IDEA reports voter apathy globally is most Political representation is a complex, phones and social media, but say less pronounced among youth, high-income multidimensional construct not easily about political representation.33 Some earners and diaspora. Yet this period has reduced to one scale. Several metrics shed indices have become decoupled from the seen an increase in protests, demonstrations, light on this construct from the supply side: phenomena they are meant to illuminate, petitions and other political engagement, the International Institute for Democracy and giving an appearance of transparency and and it may be incorrect to conclude Electoral Assistance (IDEA) measures direct democracy at odds with actual practice.34 that young adults are not interested in democracy, electoral justice, gender quotas, politics. They may, in fact, seek greater voter turnout and other data related to Participation representation, use new forms of political representation. Many organizations There has been a “slow and steady participation, and be more issue- (such as the UN and the World Bank) decline” in voter turnout since the 1980s oriented, direct and continual in measure citizen satisfaction with an access (among democracies, since the 1960s).35 their engagement.36

Building Political Representation

The factors that influence representation, how • Non-governmental organizations automation to make voting easier; and government can shape them, and the specific – degree to which such sites are election dispute resolution mechanisms. role of ICT are explored next. The exogenous developed outside the government or external factors include developments in e.g. citizen-generated information IT and participatory governance ICT, human rights movements, and growth of (photos, tweets) and watchdog Many governments have developed the diaspora due to labour flows. These are organizations such as OMB Watch structured deliberative practices and platforms difficult for individual governments to control. or Transparency International to enhance representation. In others, a The exogenous factors of e-government that “bottom up” structure of representation and influence the degree of representation include: Endogenous, or within-country, factors oversight is emerging. Possibilities for political are subject to change by government representation that use ICT range from • Access to interactive communication leaders. Socio-political dimensions include “thin” (voting) to “thick” (voice) include: channels in or for governance poor governance; voter distrust; literacy (government as a platform) rates; lack of alternatives to the incumbent; • Voting (e.g. e-voting and • Characteristics of interactive exclusion; and political disenfranchisement. online referendums) communication channels Systemic solutions include multiparty • Ranking and rating of a wide variety (e.g. one-way, multiparty, moderated) systems and coalitions, which encourage of political phenomena (e.g. issues, • Interactivity with representatives and participation and turnout. performance, budget priorities) central and local offices (versus • Commenting, wikis (e.g. tweets, blogs) social media) Key design factors related to voting include • Deliberating and convening (interest or • Government-run challenge sites access to registration and information; advocacy groups that might otherwise and other platforms to encourage multi-day voting; declaring voting day a not have been able to connect or citizen engagement public holiday or voting during a weekend; coordinate as easily)

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The Impact of Technology on Political Representation in Government

First-generation internet thinking claimed improve co-production of policies, Open government that internet communication would co-production of government services, Open government is a means by eliminate intermediaries and gatekeepers and civic responsibility. which governments can enhance by empowering average citizens. transparency, accountability, participation Some experts expected broader and Civil society and representation and collaboration by making information deeper political engagement would result. These groups can help government by and processes available to the public. But 20 years of experience shows the using ICT to organize citizen interests This global “movement” allows the public need for systematic, rigorous examination and encourage deliberative debate to monitor, evaluate and engage in co- of potential and actual experience and and policy negotiations. They also hold production of policy and government outcomes. When applied effectively, ICT promise to include marginalized citizens, services, and is increasingly promoted can broaden and deepen representation increasing government accountability. by national leaders. For example, in key areas of governance, including: When there is a widespread perception President Obama’s first official that the government is unresponsive, communication was the Memorandum Information for voters and corrupt or unaccountable, citizens are on Transparency and Open Government. increased voter turnout likely to develop alternative means for It directed US executive departments Evidence shows that ICT tools for civic participation. A notable example and agencies to “offer Americans increasing voter information and turnout is the Five Star Movement, Italy’s third increased opportunities to participate can help governments by engaging most popular political party, which uses in policy-making and to provide their citizens in civic affairs from local to IT tools and works within parliamentary government with the benefits of their national, informing citizens’ choices representation. It was developed to collective expertise and information”. among candidates for office, increasing encourage direct representation by Departments were required to put the political participation of youth and citizens and illustrates the potential “information about their operations other traditionally marginalized groups, and hazards of increasing and decisions online and readily and increasing engagement, which will representation through IT. available to the public”.

Role of ICT in Representation

Broadly speaking, ICT has two primary with citizens, and by putting the voting responsiveness, ossified structures and influences, often operating in tandem. records, speeches and other materials processes, corruption or retaliatory action, It enables greater representation (voice) of politicians online. Second, IT offers by limiting access to information, blocking and allows stronger government oversight: citizens new opportunities for self- or filtering sites, or by limiting access surveillance, filtering and control. Getting representation, user-generated content, to online channels by certain groups or the balance “right” is a key challenge. and forms of citizen engagement. regions. In some countries, citizens do Similarly, civic technologies provide ways not reveal their networks on social media Greater use of IT by governments to organize and mobilize citizen interests sites because they fear government can increase transparency and (such as social protests, online petitions surveillance. Even those governments responsiveness in several ways. and websites focused on specific issues). that intend to strengthen representation First, IT can strengthen the transparency through ICT may face difficulty if they and visibility of representatives’ actions However, there are challenges and risks have not invested significant time and through practices such as televised of ICT to representation. Government resources in their planning, strategy debates and online “town hall” meetings can weaken it through a lack of and communication effort with citizens.

Conclusion and Recommendations

Political representation lies at the core of government legitimacy, trust and accountability. ICT can broaden and deepen representation in all forms: parliamentary, direct and information based. Yet, leaders must ensure strategies, systems and practices to manage civic participation and promote inclusion, effectiveness, transparency and agency/voice. The following recommendations encapsulate some key findings:

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Conclusion and Recommendations (continued)

Plan and invest Understand real limits Representation is central to legitimacy and trust in ICT provides many tools for improving government. ICT can advance it, but many governments are representation, but each has costs and not ready for ongoing “e-interaction” with the public. Leaders benefits that should be weighed and used should develop proactive plans and invest in tools, expertise in concert with other mechanisms. Through and management systems. an integrated approach, government can increase its voice in policy-making and Connect core institutions manage long-term challenges. The executive function, parliaments and courts convert citizen interests and preferences into policies. Engage rather than restrict As a government’s key representative institutions, Civil society is likely to use ICT to increase they should have ICT initiatives deeply embedded in the representation when government institutions are way they operate, and in how citizens can gain access. perceived to lack responsiveness, legitimacy and trust. Social media and other technologies are unlikely to be Make it inclusive fully controlled by governments. A better approach is to To increase representation, ICT can increase trust, assess and understand the likely channels that citizens legitimacy, policy-making effectiveness and governance, will use to express their voice and engage with but debates must be informed and moderated carefully to government, and to actively participate in these ensure that all relevant stakeholders are represented. spaces to be part of the dialogue.

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Case Studies

A screen shows the estimated distribution of seats for the Swiss National Council during a live political debate in Zurich. © Reuters / Pascal Lauener

used widely during the Swiss national political affairs. A related but separate Smartvote elections in 2007 and 2011. During the 2011 effort, SmartVote, is currently working federal election, 1.2 million voters employed on voter registration drives and Smartvote, whose volume reached nearly improving electoral participation in Jane Fountain 40,000 visitors per day at its peak. Bangalore and Delhi, India, for the Distinguished Professor of Political Science 2014 general elections.38 and Public Policy and Director, Smartvote began operations in 2003 • Increasing participation of youth National Center for Digital Government, through the work of a non-partisan, and traditionally marginalized University of Massachusetts interdisciplinary research network called groups through websites such as Politools, based in Bern, Switzerland. MyVote2014.eu, which matches the The group is focused on development of opinions of young voters with records The Smartvote app helps voters identify web-based tools to inform and promote of Members of European Parliament political candidates for office whose views political participation. This networked (MEPs) and parliamentary groups. most closely match their own. Known model demonstrates the potential of It is explicitly designed to attract technically as a voting advice application NGOs and public-private partnerships to voters between 18 and 35 years (VAA), the software works by building a contribute and manage productive tools of age and first-time voters. prospective voter’s profile based on their to support representation in government. • Increasing other forms of responses to a comprehensive questionnaire, engagement through knowledge and comparing it with the records and survey Tools for increasing voter information and sharing, which holds the promise of results of individual candidates and parties to turnout can thus help governments by: improving co-production of policies find which party’s agenda and positions are • Engaging citizens in civic affairs from and government services, and closest to a voter’s preferences.37 local to national by informing their enhancing civic responsibility. choices of candidates for office. Newer member states of the European Smartvote has been used extensively By the 2007 European parliamentary Union have also adopted these tools. in state, city and national elections in elections, about 20 different online For example, the Bern-based non- Switzerland, demonstrating its feasibility voting aids were available. This profit, Politools, was a consultant and uptake. It was first implemented for demonstrates dissemination of a best for the development of the Bulgarian the 2003 parliamentary elections and then practice and its institutionalization in VAA, called koimipasva, in 2005.

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information is tagged by date, time and Malaysia, Bulgaria, Italy and Greece. Using geographic location. Those who report The firm claims that once a city has issues such as potholes, graffiti or trash received 6,000 reports of problems, Communication that has not been removed are able to the programme, which costs $13,000, send in photos. The problems reported will have paid for itself. They note that and Reporting generate automated messages which Los Angeles recently paid $150,000 are routed to the departments concerned, for a similar proprietary system. Tools to where they are used to create work orders for municipal departments. SeeClickFix leaders claim that simple acts Increase Civic The firm has partnered with several of civic engagement such as reporting a software firms including Open311, pothole and obtaining a response from the Engagement: Cityworks and Microsoft Dynamics to government empower citizens and can order and map workflows for municipal lead to deeper forms of engagement. Use SeeClickFix non-emergency problems.40 of SeeClickFix demonstrates that people find their own uses for such technological Originally, SeeClickFix sought to sustain tools and may use them in surprising ways Jane Fountain their business with fees from advertising. not envisioned by their developers. Local Distinguished Professor of Political Science The basic “widget” for SeeClickFix is free networks of civically-engaged individuals and Public Policy and Director, and revenues for partners are generated use SeeClickFix as a platform to coordinate National Center for Digital Government, by selling ads. In January 2011 the firm community efforts and to communicate University of Massachusetts received $1.5 million from Omidyar with city governments in a public venue Network and O’Reilly AlphaTech Ventures where requests and responses are in equity funding. They quickly progressed tracked. The platform has the potential SeeClickFix is a web tool that allows to helping cities manage their 311 to build trust in the government among citizens to notify governments of non- customer-response systems, an additional citizens, and also vice-versa.42 emergency problems in neighbourhoods, source of revenue that ranges from and then receive a response.39 The tool $1,200 to $20,000 per year depending Online platforms such as SeeClickFix works in connection with municipal upon city size and complexity. In 2011, lower the costs to citizens of civic “Open 311,” the open-source, non- the firm had about 60 clients, including engagement. They provide transparency emergency telephone services that allow the US cities of Philadelphia, Washington and clear visualization for resolution citizens to report municipal issues. D.C., New Haven, Hartford, Richmond of reported problems. The interface and Raleigh.41 By 2013, the web tool was encourages citizens, governments, Individuals or citizen groups report being used in 25,000 towns in the US and media and community groups to engage problems using mobile phones, so the other countries including India, Sweden, together to solve public problems.

Craig Harrison, founder of SOS Roads, poses on a damaged road in Sonoma County, California. © Reuters / Beck Diefenbach

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Five Star Movement in Italy – Beppe Grillo and MoVimento

Jane Fountain Distinguished Professor of Political Science and Public Policy and Director, National Center for Digital Government, University of Massachusetts

The Five Star Movement (M5S) is an alternative political party launched in Italy in October 2009 by Beppe Grillo, a comedian and activist, and Gianroberto Casaleggio, a web strategist and former telecom executive. It is currently one of the most powerful political parties in Italy, polling at about 25%.43 The party uses and advocates free access to the internet and direct, participatory e-democracy. In particular, it favours rapid e-voting on issues, replacing more cumbersome referendum processes as well as representative intermediaries. The five stars refer to the movement’s central platform: “public water, sustainable transport, development, connectivity and environmentalism.”44 Grillo runs a Five Star Movement hugely successful blog critical of activist Beppe Grillo appears at a rally government corruption and, by some in Turin. © Reuters / accounts, has mastered the tools of Giorgio Perottino digital communication and coordination.

Beginning in 2005, the “friends of Beppe Grillo” responded to an invitation on than 500 town council elections. It is not another M5S senator, was expelled his blog to organize meetings in their clear yet if the party’s power is waning from the party for appearing on communities to discuss local issues. due to lack of an institutional structure and television. These tactics, although with Grillo campaigned using a series of productive practices. The lesson here is grassroots approval, have weakened national gatherings, or “meetups”, and his that digital tools have powerful convening the party’s impact. audiences have since been reported to be power but do not replace programmatic in the hundreds of thousands. The primary content and political skill. Many have speculated that social topics involve the environment, mostly media and digital technologies are not reduction of incinerator use. Through these The development of the party organization the sole reason for the success of the meetings, the movement has developed has not kept pace with electoral success. Five Star Movement. Rather, disapproval its guiding principles of direct democratic Grillo blogs but the blog is not interactive, of Italian politics has led voters to participation and horizontal organization. and he is not an elected representative. search for an alternative. Regardless, Its success reflects the lack of alternatives In June 2013 one representative, Adele the party’s grassroots organizing in Italian politics. Gambaro, who differed publicly from methods demonstrate the strength the party in a television interview, was of coordination and communication In February 2013, the party won 163 seats subjected to a hearing by 130 M5S MPs, through the social media, and the in the Italian parliament.45 However, in June which was live-streamed except for their promise and perils of grassroots 2013, the party lost all but two of more vote on her expulsion. Marino Mastrangeli, representation.

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Chapter V: The Impact of Technology on Anti-corruption

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Chapter V: The Impact of Technology on Anti-corruption

Lord Peter Mandelson Chairman, Global Counsel

What Is Corruption and Why Does Society Need to Fight It? This toolbox defines corruption46 as the misuse or abuse of power of public office for private gain. It can occur at the interface of the public and private sector (individuals or corporations). Examples are when individuals or corporations bribe government officials to gain benefits or avoid costs (money or time), or when government officials seek personal gain. Corruption benefits a few at the expense of the many and damages three key areas in which the state, citizens and corporations have an interest.

1. Corruption undermines the For example, the 2008 earthquake when public officials are not paid efficiency of government in Sichuan province in China a living wage and rely on bribes revenue and spending killed over 70,000 people. to sustain their livelihood. Bribes reduce revenues and limit The human toll is attributed to funding available for services. In faulty construction from corrupt 3. Corruption undermines political recent years, the G20 prioritized procurement practices. fairness, safety and inclusion tax avoidance as a top issue given It erodes citizens’ trust in the the extent of the problem and 2. Corruption distorts the government and undermines the impact on public sector fiscal distribution of resources political legitimacy. It can have the health. In procurement, firms that within the economy and greatest impact on the poor, who win contracts may not represent undermines competitiveness are least able to voice their rights. the best value for money. They have In a corrupt system, the firms that win For example, in India, corrupt water incentives to cut costs and have less contracts through bribes have unfair management means resources accountability. This can lead to poor- advantages and corrupt officials are often depleted before reaching quality infrastructure and services. benefit. The problem is exacerbated the poorest farmers.

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How Can Information and Communication Technology Tackle Corruption?

There are three main root causes – measures and corruption over a went to ghost police officers, and information monopolies, concentration 10-year period. The correlation was middlemen were skimming off the top. of power, and limited accountability. even stronger than that between Technology also provides platforms for The common thread connecting them corruption and freedom of the press. engaging citizens in policy formation. is information control. The proliferation of ICT can reduce corruption by Limiting discretion Enhancing accountability “day lighting” activities and Technology can limit the discretion of ICT can enhance the detection of strengthening the voice of citizens. public officials by automating processes corruption by empowering citizens such as the distribution of payments to hold public service providers to Dismantling monopolies and benefits. For example, in 2009 the account. A randomized control trial in Open data dismantles traditional Afghan National Police began to test 50 communities in Uganda found that information monopolies by making paying salaries through mobiles instead publishing basic data on the quality information available to all. A study of cash. Most policemen assumed they of health services and sharing it at by T. B. Anderson47 in 2009 found a received a raise when they were merely meetings empowered citizens to hold strong and direct correlation between receiving their full pay for the first time. service providers accountable and implementation of e-government In the past, at least 10% of payments led to improved health outcomes.

What Are Challenges to Using Data and ICT to Combat Corruption?

Data and ICT literacy in different countries are not comparable. areas such as procurement, royalties, Making data available to the public falls But initiatives such as the Extractive ancillary payments and corporate taxation. short of goals when people are ill-equipped Industries Transparency Initiative (EITI) Independent agencies and national to understand or interpret complex data. show it is possible to establish a global statistics bodies need to maintain “Agents” (such as technologists) and user- standard that is consistent across quality and safety standards. friendly websites are needed to access countries to monitor and reconcile and interpret data and disseminate it to revenues received by government. Political risk a wide audience. When transparency reveals “inconvenient Scope truths”, there can be political risk to Mandates Governments must make careful individuals and institutions. For example, While it is in the public interest for judgements about what data is regarded ELSTAT – the Hellenic Statistical corporations to be mandated to release as privileged. Protecting personal data Authority – in Greece was reformed and some forms of data, accounting standards has an appropriate bias for confidentiality. made independent in the wake of the bodies often object that such disclosures Corruption could rise if personal debt crisis. Its president revolutionized are “corporate social responsibility” and information was not properly secured, the collection and publication of official should not be subject to standards. making people vulnerable to identity statistics, but has been portrayed in Companies have also objected that taxes theft or bribes. The opposite is true in the media as a traitor.

Why Should Corporates Support the ICT and Open Data Agenda?

Corporations and public officials are often • Clearer understanding • More scientific method to calculate two sides of the same “corruption coin” – of the economies in which risk and detect and deter fraud: the former paying the bribes and the latter they operate: Helps to refine Improves decision-making, minimizes receiving them. But today, the distinction the business model to maximize risks and unearths valuable insights that is blurred. Functions traditionally in the efficiency and impact would otherwise remain hidden public sector are often outsourced to • Level procurement • Synergy when government the private sector and governments have playing field: Protects and corporates work together: larger stakes in previously private sectors. market competitiveness, Creates new insights to better address Corporations can gain in the short and limits rent-seeking specific needs of various segments long term from open data and ICT: of the population

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Conclusion and Recommendations

Corruption can be combated by opening up Data activists are agents for transparency, information and decision-making to as many accountability and change people as possible From citizen app programmers in Silicon Valley to the NGOs Open data is a powerful tool to disrupt the monopoly, and local community activists in Uganda, data activists are vital discretion, and lack of accountability on which corrupt agents in the open data revolution. They need to be recognized, systems depend. From the United States to Japan, empowered and protected. China to Kenya, more and more governments around the world are joining the open data initiative. There is Technology will inevitably lead to policy change, strong evidence to back up the idea that more open but it needs to be change in the right direction data results in less corruption. The Greek case study illustrates the political risks attached to exposing or insisting on publishing certain data. Commitment For better government, the “openness” to transparency can sometimes come at a price, but policy- of data is more important than size makers need to position themselves on the right side. Globally, more data is being generated every day. The volume is overwhelming – HM Revenue & Customs Government and the private sector in the United Kingdom reportedly holds over 80 times must work together for mutual gain more data than the British Library.48 But the size of the Policy-makers should meet with industry representatives to data is irrelevant unless it can be used. Governments and discuss the terms on which such data could be made available corporations need to ensure that the data they publish is to each other. Once a decision is reached, the public will need accessible, readable, manipulable and interoperable. to be made aware of any initiative and encouraged to see the benefits of being included in the initiative.

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Case Studies

A phone depicts an image from the trial of disgraced politician Bo Xilai. © Reuters / Jason Lee

The new regime that assumed power of the state”. China clearly has a long way E-Governance in China in 2012 promised to be more to go in establishing open and transparent open, and specifically to shed “sunshine” processes necessary to truly shed in China – on government activities and processes. “sunshine” on Chinese government and The 18th National Congress of the society, but in just the past two years The Fight Against ruling Communist Party of China, held there have been a number of important, in November of 2012, highlighted the and hopeful, technology-related trends Corruption urgency and significance of fighting that have bolstered anti-corruption efforts. corruption. Xi Jinping, the newly elected party chief, said in his first public speech The use of the internet and digital platforms after the congress that the party must in China has exploded. Over the past Gregory G. Curtin solve problems such as corruption and few years, a number of citizen and civil Founder, bureaucracy, and has repeatedly warned society organization-supported websites Civic Resource Group since then that corruption could lead to focusing on corruption and malfeasance “the collapse of the party and the downfall in government and business have come

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into being. These turn the spotlight on and more general informational site Transparency, Openness everything from illegal polluters to the launched by the government in 2009, and Anti-Corruption in Research daily activities of Communist Party officials. serves as a central repository of anti- and Conferences: A strong signal that More recently, the rise of social media and corruption news and resources, and digital progress is helping drive China’s especially microblogging on the Weibo provides interactive tools to allow the public, fight against corruption can be seen in the platform (China’s version of Twitter) has either anonymously or openly, to report open inclusion of the theme in high-profile afforded citizen whistle-blowers a new allegations of corruption. At the local level, research, and at conferences. A clear and increasingly effective tool to expose the prosecutor’s office of Chongqing has example is the 6th Annual China Summit misdeeds, ranging from government launched an anti-corruption smartphone on Anti-Corruption, held in Shanghai in and corporate misconduct to simple application named “Staying away June 2103, in which one of the key bureaucratic inefficiencies. With more than from duty-related crimes”, aimed themes was “Mining Social Media as a 500 million Weibo users, the Xinhua News at encouraging whistle-blowing Compliance Resource: How to Detect Agency reported that “the miraculous against corrupt officials. Bribery Indicators”. In another example, microblogs have become the nightmare in 2012 the government of Hanzhou, China, of the corrupted”. Big Data, Open Data: Although there invited Good Governance International is not yet a national open data initiative (GGI), a non-profit organization dedicated Explosion of Official Government in China similar to those seen in western to promoting good governance around Microblogs: By the end of 2012, the nations such as the United States, the world, to help assess the province’s number of official government accounts a number of official government data e-governance through the use of new on the four major Weibo microblogging sites have sprung up at all levels of technologies. Hangzhou Municipality has platforms in China – Sina, Tencent, government. These include the Chinese developed a vision for supporting the People’s Daily Online and Xinhuanet – Government Public Information Online use of new technologies to help improve had skyrocketed to over 175,000, an portal (http://govinfo.nlc.gov.cn/) and “democracy and livelihood”. The project increase of nearly 250% in just two years. the National Bureau of Statistics of China and its result, the China eGovernment These accounts have been created and (http://www.stats.gov.cn/) at the national Development Index (CEDI), were well- used by a broad range of officials and level; the Dalian Province data site received by both the municipal government governmental organs, from individual (http://www.dl.gov.cn); Data Shanghai and the Chinese central government at a party officials to government agencies, (http://www.datashanghai.gov.cn); and December 2012 international conference from courts to local party committees, to Data Beijing (http://www.bjdata.gov.cn), on “Chinese Rule of Law: E-Government interact with the public. A timely example among others. In terms of open data and the Rule of Law.” One of the key has been the publication on the official to fight corruption, the government has objectives of the CEDI is to educate Jinan court microblog account of the also recently suggested, for example, “officials on best practices for using official transcripts – albeit redacted in the setting up of a national real estate e-government to increase government many cases – of the high-profile Bo Xilai ownership registration database. transparency and encourage public corruption trial. The resultant increase Still, as reported in China’s Global participation”. The government has invited in interaction between the Chinese Times, so far only 40 Chinese cities Good Governance International to expand government and its citizens, although have pooled their real estate its assessments and provide e-governance just in its infancy and not yet well ownership registration databases. training to government officials. documented or researched, is no doubt building new levels of openness, transparency and trust, all of which are keys to fighting corruption.

Official Anti-Corruption Digital Platforms: Two new milestones were reached in the Chinese anti-corruption environment in August 2013 when the Communist Party’s Central Commission for Discipline Inspection (CCDI) and the Ministry of Supervision launched a website for the public to report corruption (http:// www.ccdi.gov.cn). This followed the rapid expansion of official government websites, the overall increase in government information accessible at those websites, the exponential growth of microblogger accounts for governments and government officials, and the emergence previously of A woman at a subway station in private websites and microblogger accounts Beijing looks at an advertisement focused on corruption and malfeasance. for Weibo. © Reuters / China Daily The site, which supplants a non-interactive

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Open Government Data Strategy (OGDS) in Japan

Larry Stone President, Group Public and Government Affairs, BT Group Plc

Launched in mid-2012, the Open Government Data Strategy predates the rollout of “Abenomics”, but is consistent with and supportive of its overall thrust – to drive a judicious mix of financial and fiscal discipline and flexibility, while implementing economic and structural reforms allied to an outward-looking approach, enabling new trading partnerships such as the Trans- Pacific Partnership (TPP) and the EU-Japan economic partnership agreement (EPA).

The strategy enables Japanese government sponsorship – via the Ministry of Economy, Participants from government ministries take part in the Cyber Trade and Industry (METI) – of burgeoning Defense Exercise with Recurrence, big data markets and applications. Since Tokyo. © Reuters / Toru Hanai May 2013, a pan-government Chief Information Officer has been charged with drawing together information and The purpose of the OGDS was set out engines for information dissemination communications technology (ICT) systems, in June 2012 as to “undertake measures by ministries. Trials, including the need e-government services and procurement for encouraging the use of public data for public data, would be overseen policies and practices across government and to implement them broadly to raise by the Ministry of Internal Affairs and departments – much in the same way as the standard of living and invigorate Communications (MIC) and METI. in Australia, the EU, the United Kingdom, business activities…” A high-level steering In parallel, the Cabinet Office and MIC France and the USA. committee (the Open Data Committee, would organize a survey of public data jitsumu sha kaigi) would oversee the provided mainly at database level. The need to reinforce Japan’s position as work including looking at international Service development “contests” by “a world-leading IT nation” powers Prime benchmarks. The objectives included: private entities would be encouraged Minister Shinzo Abe’s growth “arrow”. The • Allowing secondary use of data using, for example, mapping, topological, government predicts that the market for to facilitate independent analysis to census, land use and other data. big data services would be ¥7.7 trillion enhance transparency in government A working group would look at policy ($82 billion) by 2020. It has allocated and to build public confidence. and legal safeguards involving copyright, ¥13.2 billion ($140 million) for big data • Promoting public-private collaboration access, confidentiality, data privacy, R&D, including projects to develop a new, in the provision and enhanced data catalogues (collecting metadata), 400 Gbps (gigabit per second) hi-speed efficiency of public services and and the standardization of data formats network and test-bed, a high-availability to support the creation of new and structures. A government portal and high-efficiency data centre operating services using government data. site would be established. system, and data analysis applications. • Creating new businesses and Linked to this, the government aims greater intra-corporate efficiencies. Government updates in mid-2013 found to revitalize the Japanese economy by • Build on existing e-government progress on a number of markers – rules promoting the use of public data stored strategies. of secondary provider use; directions on in administrative agencies via the OGDS. how to publicize data in format(s) that This also means that Japan will need to The strategy factored in support from enable computer processing and editing; reassess data protection and consumer new technologies such as expanded and direction on publicizing data via the protection laws and standards, including cloud services, analysis of big data, and internet. Japan hopes to attain the world’s emerging best practices around the world. use of external social media and internet best standard in data provision by 2015.

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B20 Collective Action Hub – Basel Institute on Governance, International Centre for Collective Action

Gretta Fenner Managing Director, Basel Institute on Governance; Director, International Centre for Asset Recovery (ICAR)

Context A repository of collective action and finding compatible parties As anti-corruption has risen on the initiatives and information in their efforts to tackle corruption. agendas of policymakers and law As part of its services, the B20 Collective The Hub’s web-based platform enforcement, and companies face Action Hub offers a central web-based capitalises on this by serving as a enhanced regulatory risks and seek platform whereby companies and other facilitator for organizations seeking ways to reduce these, interest in stakeholders can find information on partners or assistance in starting collective action as a means to combat existing collective action initiatives. their own collective action initiatives. corruption has increased considerably. Through a comprehensive and structured Public IT-based forums provide a database, users can search by key method for the announcement of Collective action is a significant characteristics such as type of collective existing collective action needs. method for companies and other action initiative, geographic scope and The Hub also includes an option for stakeholders to apply in their efforts sector(s). As part of its knowledge- organizations to upload information to counter corruption. By bringing sharing mandate, the Hub also provides on their existing or nascent collective together like-minded actors through a access to recent publications and action initiatives and thus seek other process of sustained cooperation and research on the topic of collective action partners to engage in this initiative. commitment, collective action can help and anti-corruption in general, published companies escape the dilemma posed by the ICCA and its partners, as well Virtual forums, policy dialogue by corruption, levelling the playing field as other key stakeholders. and peer-learning between competitors and improving the As the Hub’s network continues to wider business environment. In addition, through the ICCA’s network grow the ICCA, including through the of partners and its own in-house IT B20 Hub’s web platform, will continue B20 Collective Action Hub developers, the Hub features a number to play the role of broker between In 2013, through a competitive tender of IT tools for companies seeking to existing and new, likeminded or similarly process, the Basel Institute on construct anti-corruption compliance oriented initiatives so as to facilitate Governance’s International Centre for programs, conduct risk assessments, peer learning. Virtual forums for policy Collective Action (ICCA) was mandated and to better train and equip their dialogue among key collective action by the B20 to develop and maintain staff when facing compliance risks in stakeholders will play an increasingly the B20 Collective Action Hub, their business operations. These tools significant role in this regard. In addition, in partnership with the UN Global can also assist companies and other the B20 Collective Action Hub platform Compact and the ICCA’s institutional stakeholders in identifying opportunities will feature a secure members-only partners. This dynamic and interactive for potential collective action initiatives. interface, to enable access to and platform harnesses many of the sharing of potentially confidential advantages offered by web-based Collective action information among members of technologies, through its unparalleled initiatives facilitation a collective action initiative. collection and diffusion of knowledge Information technology advances on collective action, bringing together provide means by which actors have More information: interested stakeholders. increased ease of access to information http://www.collective-action.com

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Chapter VI: Governance Solutions to Overcoming Stovepiping and Silos

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Chapter VI: Governance Solutions to Overcoming Stovepiping and Silos

Rolf Alter Director, Public Governance and Territorial Development, OECD

Introduction The global economic and financial crisis, climate change, an ageing population, health and natural-disaster emergencies, and heightened citizen expectations for public services are some examples of circumstances requiring policy responses that do not fit neatly into any one organization’s competencies. Good policy and government programmes now depend on joint action where administrations work in a coordinated and collaborative manner across boundaries, sometimes across jurisdictions, and often across levels of government. However, current government structures and policy toolboxes have not kept pace with this growing complexity, leaving governments ill-prepared and struggling in a new operating environment.

Innovations are needed as much in the more integrated governance starts from Beyond ICT, the following elements way governments work as with the policies basic steps and a review of the traditional are key to promoting a strategic vision that they choose. In an open policy systems of the state – including budgeting, and agility: leadership at the political environment – with access to social human resource management, auditing and administrative level; linking ministries, media, smartphones and connected and evaluation. Particular attention will sectoral policies and central strategy; citizens – government can draw from need to be paid to contributions from identifying long-term goals and strategic innovative pathways for consensus-building civil society. The third sector is becoming planning; connecting strategic planning and sharing diagnostics and policy options. a committed player in some countries, and budget management; and awareness ICT can help but should not be seen as even if accountability and risk-sharing of emerging issues, risk anticipation the single solution or without risk. Better, remain critical issues. and management.

Adopting a Whole-of-Government Approach, with a Push from the Centre

“Joined-up government” or “whole-of- bodies are used to articulate the government’s data integration, and piloting initiatives government” is a way for government to expectations for its horizontal priorities, and that can quickly be shared and scaled. integrate cross-disciplinary perspectives establish the roles and responsibilities of into policy, improve coordination and facilitate the relevant actors (for example ministries, Governments pursuing a whole-of- resource-sharing. It is a prerequisite to agencies and levels of government). Some government approach face challenges the successful use of ICT-led information countries strengthen informal networks and – for example, how to adapt roles and exchange or coordination systems. This goal encourage a culture of cooperation and responsibilities to strengthen connections, can be achieved in a number of ways. exchange. ICT can advance this through train staff on the new approach and tell Formal agreements among government virtual communication options, safe and fast the public about the changes to generate

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support and encourage new ways of policy design and implementation in a range of options to facilitate the interacting with government. Delivery the public sector. In this context, interaction among economic agents, but units established at centres of government countries have developed mechanisms the public sector lacks monetary incentives. have become a well-known strategy, for coordination and horizontal cooperation. The recent Governments for the Future combining vision with monitoring of However, the reforms introduced through (2013) project notes that it is essential to implementation. the new public management and the present both short- and long-term gains setting up of agencies have often had some to senior public officials as an incentive to Despite the push from the centre, impact in the other direction, increasing cooperate, drawing on experience from the issue of policy fragmentation and fragmentation. That is why understanding Finland, Sweden, Austria and the United the effects of silos in the public sector incentives that underpin cooperation is Kingdom. Performance reviews can help represent one of the greatest hurdles to critical. The economic literature identifies to align staff to these goals.

Open Government: A Strong Impulse for Coordination across Government

The recent move to open government agency. Government can take a Enhanced coordination and has provided extra momentum customer perspective to understand collaboration through social media for reducing silos. Openness and how services should be connected Government departments across member transparency are at the heart of good for the end user’s benefit. states of the Organisation for Economic governance and are rapidly transforming Co-operation and Development (OECD) how governments work internally and Civil servant empowerment are beginning to use social media to with citizens. Stronger citizen voices and coordination crowdsource information and input. It can provide an impulse for the government Opening up government data can strengthen integrated policy development to examine its internal processes. enable civil servants, including frontline by revealing preferences, gauging support professionals, to participate directly in for particular actions and canvassing for Key dimensions of ensuring that the government is coherent ideas or suggestions. Across the OECD, open government and participative, and to develop over 10% of the population has been The shift to open government provides applications that better respond to users’ involved in an online government survey an important incentive for the public needs. Many civil servants see the real-time or voting exercise – unimaginable before administration to enhance its performance. performance and impact of public services the internet age. Citizens and business are more able and public policies on citizens, and would to examine the outcomes from public be able to generate appropriate data and In addition, the public demand for policy, comment on failures and poor other inputs, or use available ones, to information and ease of access through performance and encourage the improve service experience if they were social media has increased governments’ government to improve. Over time, this is given the tools and incentives to do so. interest in coordinating messages. becoming an important force for reform In some cases, centralized systems are and modernization in the public sector. For civil servants to use ICT to achieve helping to align messages and synchronize Through web-based platforms and this goal, they need the right skills, tools, initiatives to maximize impact. Accordingly, user-friendly data and information tools, mechanisms and guidelines. Overall, this many governments develop a collective governments can promote an “ecosystem” should include data science; predictive approach to communications, generally of diverse actors engaged in public analytics to identify patterns and create giving the prime minister or president the policy implementation and evaluation of models; knowledge of Web 2.0 technologies overarching responsibility for ensuring that outcomes. At the policy development for social engagement; and a finer the public is informed about the work of and implementation stages, there are an understanding of emerging problems the government. increasing number of initiatives that use and of the use of IT to solve them crowdsourcing to generate new ideas (e.g. cybercrime investigation). However, many social media opportunities for (or improvements to) public policies. to support multi-channel delivery exist at Staff mobility is also critical to breaking subnational levels of government. Local Shared services down silos and to broadening the skills, authorities are often the primary interface To reduce silos and increase coherence, experiences and mindsets of public between citizens and the state and are many countries are creating common ICT sector employees. It enables people to typically subject to tight budgets. Cross- platforms or shared services for use by all share ways of working, develop collegiate disciplinary social initiatives, coupled agencies. One way to break down silos is working relationships, “learn by doing”, with trends such as open government to develop new architectures or packages and have a sense of opportunities within data and the advance of “smart” devices, of services that are complex and extend government (rather than needing to are leading to a great amount of local beyond the limits of a single ministry or leave to advance/change careers). service delivery innovation.

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Opening up the Functioning of Government Is a Global Concern

Emerging economies are increasingly aware Coordination can retain or rebuild citizens’ services. This is particularly important that to promote investment, retain talent trust, if managed properly. The diffusion of for the growing number of government and maintain social cohesion, governments cross-department, internet-based systems services that are facilitated by digital need to be more open and accountable to and services is changing the landscape identities, single sign-on or other digital citizens and have higher-performing public of security threats. Governments today identification, authentication and administrations. They are forging ahead are assessing and managing risks that control mechanisms. with efforts to use technology to join up are amplified by technological trends such government action and bring citizens and as cloud computing, cross-border data Coordinating these dimensions across government closer together. The Open flows, and the use of social networks. departments is a challenge. Weak links Government Partnership, which now Citizens are unlikely to interact with can be exploited by those wishing to includes 63 countries, is one means by governments through online channels misuse government-held data, and which good practice in opening government without confidence that their privacy is failures can lead to reluctance to can be shared across countries, with protected and their information is securely share data and services. To earn the important implications for the functioning processed. This can be a significant right to collect and disseminate data, of governments and the relations with barrier to fully capturing the benefits of the government has to prove that it business and citizens. new-generation, joined-up government can manage it effectively.

Conclusion and Recommendations

Collaboration, coordination and horizontality in government operations and service delivery are “musts” in today’s world. They are facilitated by the rapidly expanding potential of technology and critical changes in society and the policy environment. However, rather than mechanistic, linear pathways to overcoming silos and stovepiping, a combination of strategy, people and technology must be pursued. Strong leadership, effective monitoring and well-defined accountability of actors and stakeholders are the critical requirements for performing changes across sectors, levels of government, and jurisdictions. Encouraging examples of innovation must be shared to favour the emergence of a culture of continuous improvement. Trust in government by citizens and business will be the ultimate sign of success.

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Case Studies “Linea Amica” – Multichannel Innovation for Integrated Service Delivery

number in the front office. The front The contacts managed directly by Rolf Alter office provides immediate answers to Linea Amica increased by 23% between Director, Public Governance the requests received (via telephone or 2009 and 2012. In four years, there has and Territorial Development, OECD through the portal) while the back office been an 18.5% increase in the requests addresses more complex requests which for assistance received by Linea Amica require research or interaction with local operators that did not require reaching Linea Amica (“Friendly Helpline”) is an administrations. out to the back office or to the relevant initiative launched in January 2009 by the administration in the network. The higher Italian Ministry of Public Administration and A single platform has been created to level of preparedness of the Linea Amica Innovation. The initiative brings together integrate the databases of over 1,250 operators probably determined the the Department for Public Administration public institutions (e.g. social security increase, which was also made possible as the funding agency; the Department for institutes like the INPS, the Revenue by the wealth of common knowledge in Digitization and Technological Innovation Agency, the municipalities of Rome and the repository. This capacity to provide as the technological know-how provider; Milan, the Health Reservation Desk of a response at first contact has increased administrative innovation institute Formez Lazio and Emilia Romagna regions, the speed of response: the time for PA as in charge of implementation; and and various ministries, regions and requests handled by the front or back Agenzia per l’Italia Digitale, a governmental local authorities). This federated system office has gone from an average of authority mandated to improve digital of databases is the largest European 8 hours and 37 minutes in 2009 to two administration. The project was initially customer-relations network and hours and 51 minutes in 2011. This is part of an overall plan for reform of public knowledge repository. an important indicator of the efficiency administration (the Brunetta Reform), which of the service. focused on increasing the efficiency and A network of multichannel points of contact agility of Italian public administration. The at the local administration level has been Transparency and public project has been fully funded by the Italian established to support the operators. This engagement: Ministry for Public Administration for an network saw the participation of 695 different More transparency and easier access amount of €2.8 million ($3.88 million) per institutions in 2009, which increased to 1,250 to information on public services are year to cover expenses for staff, ICT and in 2013. The challenge is to increase the enabled through the constant effort to telephone bills. number further to cover the entire country. keep up-to-date and extend the supporting These institutions team up with Linea Amica knowledge repository used to address Linea Amica aims to support a strategy for operators whenever they do not know how public requests. This is done also through integrated service delivery. It provides a to address a specific matter. The network the FAQs (frequently asked questions) single point of access for all citizens reaching has received over 60 million contacts per elaborated by the users of Linea Amica, out to the public administration to receive year since 2009, of which 50 million have or thanks to feedback from Linea information about services, or to be helped come through Linea Amica operators. Amica operators. in addressing specific problems. The goal is to improve service delivery, communication and interaction between the public sector and the citizens by using ICT to break down silos, facilitate collaboration across levels of the administration, and create new ways to produce, manage and access knowledge. This initiative has had an important impact on the way citizens interact with the public sector, which is a key step towards improving public trust in governments.

The initiative has improved:

Italian politician Renato Brunetta Delivery and accessibility: leaves Grazioli palace in Rome. Linea Amica operates through 100 © Reuters / Tony Gentile operators in the back office and an equal

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The most critical challenge in this sense Responsiveness: of the services provided. Factors appears to be moving towards the complete Responses and services are more for success include the fact that in automation of the supporting knowledge base. targeted to citizens’ needs thanks to fostering innovative service delivery the The idea is also to improve the portal not only easier access to up-to-date and relevant initiative concentrated on overcoming to lighten the workload of the back office, but information as well as better knowledge inadequacies specific to the Italian public to facilitate public access to service information of users’ needs, both enabled by a higher administration context. Hence, it directed and interaction with citizens (e.g. to enable level of digitization. Use of a citizen- attention on improving interactions them to provide feedback easily). centred logic brings services “closer between the public administration to users” and makes them friendlier. and the citizens and on nurturing Linea Amica provides a number of Operators are trained to create a service new forms of collaboration across opportunities for active public engagement delivery culture built on the importance of levels of government. More than through the use of new technologies like listening to citizens, showing professional concentrating on the technological mobile and social media platforms. courtesy and solving problems quickly. solutions to be deployed, the developers Citizens can use the portal or smartphones The level of users’ satisfaction with of this project focused on cultivating to provide feedback on the quality of public the front line has reached 91% of the cultural changes in the public sector to services (e.g. by choosing emoticons to feedback provided. The service has been create a new culture of service delivery, evaluate service quality) and put forward extended and diversified to include Linea one oriented to users’ satisfaction and suggestions to reduce bureaucratic burden Amica Immigration, Linea Amica Health, enabled by better collaboration and and improve service delivery. The idea is also assistance for public exams and knowledge management. to use citizens’ feedback to map needs and assistance in the use of certified mail. reasons for dissatisfaction, which can help Source: “Delivering Public Sector standardize interventions for similar types of The success of this initiative is measured Performance and Innovation through recurring problems in public interaction and by the increasing level of citizens’ Information and Communication service delivery. satisfaction and by the growing uptake Technologies,” OECD E-Government Project.

In late 2009, all warnings were clear: The Role and Practices Greece was spiralling out of control. Also in late 2009, figures released by of National Statistical Agencies – the EU’s statistical agency, Eurostat, suggested that the country’s economic Greece and the EU data had been manipulated to make the situation look better than it was. Just months later, in early 2010, at a meeting Orsalia Kalantzopoulos in Brussels, Prime Minister George Secretary-General, Black Sea Trade and Development Bank Papandreou disclosed that under the previous government, the country had manipulated official statistics and the size of its fiscal deficit and trade imbalances. He said the fiscal deficit amounted to 12% of GDP, not 6%, as the government had maintained previously and the Greek Statistical Office had reported and confirmed. As a result, the 2009 budget deficit was adjusted from 3.7% to 12.5% of GDP, and was eventually raised to 15.8% of GDP.

This was the second time Greece was revising its national income data to allow for more government spending and external borrowing. First revisions, in favour of the then newly-elected government, were introduced in 2004.

Since that year Eurostat had sent 10 People enter a Greek Manpower Employment Organisation office in delegations to Athens with a view to Athens. © Reuters / Yorgos Karahalis improving the reliability of Greek data, but to no avail – it had no powers to investigate

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whether the government was accurately autonomous authority to deal with the Eurostat and the IMF now have reporting data on its debt, deficits and collection of data on behalf of the state. access to reliable data on Greece, national income accounts. Yet there (Prior to 2010, the Greek statistical office and recent ELSTAT six-monthly were clear signs on the horizon. In mid- was a non-autonomous service under reports have received the green light 2009, a draft International Monetary Fund the Ministry of Finance.) A well-respected from Eurostat, which translates to (IMF) report on Greece pointed out data former IMF official returned to Athens in an administrative revolution. inconsistencies but was edited to play 2010 to head ELSTAT. down the risks that Greece’s debt was However, the attitudes of Greece’s unsustainable, bond spreads were widening In parallel, in June 2010, Eurostat former officials, the dynamics across and the country was heading towards a officials were given enhanced powers the political spectrum, and the apathy default. In January 2010, Eurostat issued a and responsibilities. Eurostat was given of civil society reflect firm resistance to damning report which contained examples the right to examine data on execution reform and fear of change. The president of falsified data and political interference. of national budgets from every level of ELSTAT is accused of treason, and no of government. They were also given politicians want to see him or defend To avoid default and exodus from the euro, the right to see the accounts of extra- him publicly. in 2010, Greece resorted to borrowing from budgetary bodies, corporations, the IMF, EU and European Commercial non-profit institutions and other similar Nevertheless, the positive changes in Bank (ECB). Borrowing from the “Troika” bodies that are part of the general ELSTAT and the quality of Greek official came with strict conditionality and enhanced government sector, as well as to statistics are recognized by members supervision. One of the initial reforms send officials to national capitals to of the European Statistical System imposed by the lenders was complete investigate whether governments committee, the director general of restructuring of the national statistical office. were reporting figures accurately. Eurostat, and the Royal Statistical The EU’s statistical office, in addition Society. Recognition has already come ELSTAT – the Hellenic Statistical Authority to independence, got audit powers from outside Greece and trust in the – was created as an independent and over member states’ finances. country and its budget data is increasing.

Estonian authorities considered several participation of three police officers Advancing options for enabling communication over the course of some 20 minutes. between various databases, X-Road Introduction of X-Road has enabled Interoperability emerged as the most secure and cost- successful completion of the same effective solution. X-Road creates a background check by a single police with X-Road – multilateral connection among multiple officer in a mere two seconds.50 servers, in which no single server holds Estonia all of the data. This approach alleviates After achieving considerable success in the high costs associated with a system Estonia, X-Road has attracted the attention of bilateral connections, while also of other European governments. In 2013, Dmitry Zhdankin significantly reducing the risks associated Finland and the United Kingdom expressed Research Analyst, with aggregating data in a single hub. interest in using X-Road for improving International Monetary Fund interoperability between their respective Since its official launch in 2002, X-Road information systems. In addition, the has successfully established a link recently introduced X-Road Europe aims Since its introduction in 2002 by the between numerous databases, including to improve interconnectivity among public Estonian Information System Authority, those of the motor vehicles registration sector information systems of EU countries. X-Road has established itself as a robust authority, tax and customs board, framework of data exchange between population register and even commercial X-Road demonstrates how successful the state’s information systems. Having banks. The number of queries made application of information technology achieved considerable success in through X-Road has climbed from just can improve interoperability across advancing interoperability within Estonia, under 600,000 in 2003 to over 287 state institutions while reducing costs X-Road is also expanding across the million by 2013 – a 487-fold increase in and improving efficiency of government European Union. 10 years.49 Most importantly, X-Road services. Enabling interconnectivity has enabled significant improvement among otherwise isolated information X-Road came about as Estonian authorities in efficiency of government services. systems offers decision-makers an recognized that improving information- For example, a background check of attractive policy measure to address sharing across government agencies could a single vehicle (which involves inputs budgetary pressures and modernize yield significant gains in efficiency. While from multiple agencies) used to require the public sector.

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Chapter VII: Using Technology to Help Civilians Affected by Conflict

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Chapter VII: Using Technology to Help Citizens Affected by Conflict

Jared Cohen Director, Google Ideas

Introduction Since the Second World War, interstate conflicts and associated combatant casualties have decreased, but civil wars and sectarian violence are rising. International efforts to protect and support civilians affected by conflict could benefit from the integration of ICT in peace-making, humanitarian aid and emergency response efforts, and more direct participation from private sector partners. International actors have started to incorporate ICT to support civilians in conflict zones, but there is room for more. This chapter outlines the key challenges to tackle the ways ICT can expand capacities of international agencies to help civilians.

The proliferation of democratic governance systems has been critical to decreased levels of interstate war, as it permits societies to build institutions that make armed conflict a less appealing option in resolving disputes. Today, it is intrastate conflict (including civil war, sectarian conflict and one-sided violence) which makes up a greater share of armed conflicts, and greatly affects civilians who are involved as perpetrators and victims of violence. In intrastate conflicts, the line between combatants and non-combatants (who is and who is not) tends to be blurry.

Critical Civilian Needs ICT can contribute to aid agencies’ efforts to help civilians, including:

Food and water the developing world. There are a number affecting displaced children poses a great The World Food Programme conducted of barriers to care. In camps, physicians, economic and political crisis for the future a review in 2006 that found too many personnel, equipment and counsellors of war-torn countries, and threatens to cases of acute malnutrition in UNHCR are often scarce; camps tend to be in leave an entire generation unschooled. camps, including camps in Kenya, remote areas, where delivery of provisions is Ethiopia and Sudan.51 The UNHCR difficult, and armed groups intercept medical Employment estimated that half of all refugee provisions or expel medical personnel. Displaced residents are forced to leave camps could not provide residents behind their livelihoods and means of with the recommended daily minimum Education economic independence. They depend quantity of water per person. Displaced communities have limited almost completely on foreign aid to sustain access to education. In 2008, the UNHCR life in refugee camps. While informal Physical and mental health reported that in less than 47% of refugee economies often develop in camps, they Populations in camps tend to have worse camps, less than 70% of children were usually lack the proper infrastructure to health than comparable communities in enrolled. The current educational crisis support robust markets for employment.

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Uses of Technology

ICT has contributed to the mechanization groups in near-real time to more harnesses crowdsourcing of data to provide and impersonalization of warfare, accurately assess necessary relief critical information during natural disasters. particularly as countries finance drone provisions and coordinate delivery development. But ICT can also alleviate of aid to affected zones and communities. Unmanned aerial vehicles the effects of conflict on civilians by To provide food, vaccines and medical mitigating the problems outlined Crowd mapping provisions to remote camps, international above with innovations including: Connection technologies, in particular humanitarian agencies can use unmanned mobile, are among the most transformative aerial vehicles (UAVs). UAVs are employed Satellite imagery innovations of the past decade. According by militaries in combat zones, but the Its use began apace in 1999, when to World Bank data, there are 85.5 mobile potential civilian applications are just the first high-resolution imagery subscriptions per 100 people, which have as numerous if not more so. The Gates became commercially available. transformed humanitarian aid responses Foundation is financing a drone prototype Since then international organizations to conflicts, environmental disasters and for vaccine delivery, designed by the have used satellite images to monitor humanitarian crises. Crisis maps are now Massachusetts Institute for Technology and analyse armed conflict – gathering a standard part of the relief landscape. and Harvard University, to deliver vaccines intelligence, verifying reported incidents, Since Hurricane Katrina in 2005, Google to remote areas in the fight against and monitoring movements of armed has maintained a crisis response team that preventable diseases.

ICT to Address Civilian Challenges

Health Education and employment instructional lectures and submitted ICT can improve physical and mental Distance learning, delivered through audio, visual and textual assignments services and supplies when there are inexpensive mobile devices or computers, through their mobile devices. shortages in medical personnel and is one way to address the education gap. staff. An SMS service could enable Several years ago, Stanford University Security displaced individuals to submit launched the Dunia Moja Project To ensure the security of camps, UAVs symptoms or questions to a remote (One World Project) in collaboration with could be used for reconnaissance. Drones network of health professionals and Makerere University in Uganda, Mweka could monitor the perimeter of a camp to receive immediate professional advice College of African Wildlife Management in detect unusual movements and serve as or counselling. This SMS service could Tanzania, and the University of Western a deterrent for armed attacks. Real-time also enable medical staff in the camp Cape in South Africa. This project sought images of camp borders and potential unrest to access a broader network of health to develop a curriculum to be delivered can help peacekeepers and international professionals to seek advice about through smartphones. Throughout the actors respond to incidents swiftly and particular cases. semester, students received audio-visual hold to account those responsible.

Conclusion and Recommendations

Advances in ICT can provide governments and international organizations with unprecedented capability to mitigate threats in the face of conflict and instability. Integrating recent technology innovations in the aid landscape may require legal and operational frameworks to support the appropriate processes by the aid community. It would be preferable for this process to be undertaken by international, multilateral and multistakeholder governing bodies, as the private sector has an important role to play. Technology companies can help by considering how their tools and platforms are and could be useful to populations affected by conflict. Relatively small investments in directing technology for humanitarian purposes can not only improve living conditions for affected groups but may also contribute to innovative and unexpected new ways that technology can serve people everywhere.

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Case Studies

A protester takes a photo with a cellphone at the entrance to Congress in Guatemala City. © Reuters / Jorge Lopez

the reduction of both domestic and be possible, therefore, that the effects of Technology and interstate violence (the so-called democratization diverge from what they “democratic peace”). Hence, encouraging have been so far. Two examples are worth the Future of democratization, besides being an underlining. First, in poor and ethnically- important objective in and of itself, divided countries, violence can be used to Political Violence can help reduce political violence. Much manipulate elections. Electoral violence is a has been written about the role of new form of political violence that is on the rise technologies in the emergence of new and may become an even more important Stathis N. Kalyvas democracies, such as the role of social problem in the future. In some democratizing Arnold Wolfers Professor of Political Science, media in encouraging mass awareness countries, past authoritarian police practices Director, Program on Order, Conflict, and mobilization in authoritarian states. and arrangements have collapsed, leading to and Violence, Yale University Indeed, if the rise of newspapers the rise of organized crime. Indeed, several and mass literacy has encouraged studies have linked the rise of organized democratization in the past, why not drug-related violence in Mexico with the While conflict is endemic and natural expect it to do the same in the future? democratization process. in human societies, violence can be prevented and minimized. In a democracy, Two problems arise here, however. Second, the rise of mass media in the 19th decoupling conflict from violence is a century was far from peaceful and linearly goal more realistic than either eliminating First, the process of democratization in the connected with democratization and the conflict or eradicating violence. past was largely “endogenous”, generated reduction of violence. Mass-circulation from inside societies. Today, democratization newspapers were initially used by rising By providing a set of political institutions is often, if not imposed from outside, at least mass parties to expand their influence, in to tame conflict, democracies have induced by the international community a process characterized by considerable contributed in a decisive way to in poor and developing countries. It may social polarization and street violence.

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Both the Italian Fascists and the German insurgents coordinate their actions, but assessment that the effect of technological Nazis were masters at harnessing the has also provided opportunities for civilians innovation is most likely a wash. new technologies of the time, including to privately relay information to counter- newspapers and radio. The role of radio insurgents. Recent research from Africa In summary, the key question that ought has also been highlighted in connection finds that the availability of cellphones to be addressed is how to reinforce with ethnic riots in India and elsewhere, has a positive effect on conflict initiation: the positive and benign use of new and even genocide, as in Rwanda. where counter-insurgents are not present, technologies and prevent their negative cellphones generally favour the production and dangerous use. This is even trickier The gist of these two objections is that even of anti-government violence by undermining to answer since measures originally though more democratization is expected the effects of government propaganda, intended as preventive of violence and to take place in the years to come, it is not making selective punishment within protective of the citizenry – such as the likely to be a clean, linear process. dissident groups easier, and improving the collection of information from citizens’ coordination of rebel operations. Lastly, the private communications – have proven New technologies can be deployed both by rise of citizen journalism and the emergence easy to be hijacked to reduce individual those seeking to shore up political stability and of mobile phone-based GPS and video freedoms. Conversely, technologies that by those who advocate social change – be it provide new tools for the accurate and have been heralded as empowering for towards more democracy, or its opposite. fast reporting and mapping of human the people have either empowered the rights violations. However, the possibilities radical fringe or proved insufficient for Consider the following examples. The of manipulation are also obvious. the people, as the outcome of the proliferation of cellphones has helped Overall, recent research converges in its Arab Spring amply demonstrates.

Using Big Data to Prevent Violence and Conflict

Dmitry Zhdankin Research Analyst, International Monetary Fund

Free Army Fighters on a reconnaissance The practice of collecting and analysing mission in Idlib, Syria. information from extremely large and © Reuters / Khalil Ashawi complex data sets – big data – has achieved considerable traction over the last several years. Rapid advancement tool likely to inspire new approaches unprecedented opportunity to sift through in computing power alongside booming to preservation of security of individuals millions of public records – from Twitter availability of data, aggregated by search across the globe. and Facebook posts to WordPress engines and social networks, has seen the articles. Mining these data in real-time application of big data within the fields of The 2012 United Nations (UN) Global enables identification of deteriorating finance and advertising. But can big data Pulse White Paper identified three key security conditions at early stages. also be employed by governments, civil applications of big data for conflict CrisisTracker, currently being developed society groups and individuals as a tool to prevention: Early Warning, Real-Time by a doctoral student at the University of alleviate conflict and prevent violence? Awareness, and Real-Time Feedback.52 Madeira, is an automated tool that mines Recent advances within each of these countless Twitter updates for information Recent examples of big data projects for sub-categories underscores the potential pertaining to potentially emerging the prevention of violence and conflict of, as well as the challenges posed by, conflicts. Supported by a collaboration demonstrate that, indeed, aggregation and the use of big data for conflict prevention. of OpenIDEO, Humanity United and the analysis of numerical as well as textual US Agency for International Development information can find applications as diverse The rapid development of social (USAID), its creator is hoping that the as tracking drug cartels in Mexico and networks and blogging platforms has tool can become a functioning service mapping defections in Syria. While still in caused incredible growth in textual data. for early warning and prevention its infancy, big data represents a powerful In addition, analytical tools offer an of violence.

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Identifying and analyzing data pertaining Real-time monitoring of available data makes While several tools have been to an ongoing conflict also offers an it possible to understand where particular developed to employ big data as opportunity to develop and maintain a policies may be failing and adjustments a means for prevention of conflict, clearer perspective on security conditions. needed. MOGO, a tool developed by many of these projects are yet to Network Mapper was a project developed researchers at Harvard, offers a simple, low- prove their robustness. Moreover, by Google Ideas to identify and visualize cost solution for the analysis of drug cartel much of the recent activity in this area defections in the Syrian government activity in Mexico. By searching through has been concentrated within government over the course of the ongoing civil reliable online resources such as newspapers agencies. A stronger partnership between war. The project relied on analysis of and blogs with Google, MOGO was able governments, civil society groups and YouTube videos and other public records to identify market strategies employed by other stakeholders would enable a more of defections for visualization of the specific drug cartels and map their activity rapid development of better tools for unravelling network of political, familial and at the municipal level. Knowledge of how conflict alleviation. At the same time, military actors in the conflict. Availability drug cartels move and operate throughout addressing the issues of individual of this tracker enabled an accessible different regions could offer important privacy and ensuring protection of visualization of trends and patterns within intelligence for the Mexican government to personal identities must be prioritized the Syrian government. respond with appropriate policies. to ensure success of future projects.

Eliminating the use of conflict minerals in their financial withstand the legal challenges now being statements, Section 1502 of the Act aims to mounted by several manufacturers.54 Use of Conflict eliminate the indirect financing of atrocities in the world’s most vulnerable regions. Conclusions Minerals in IT Section 1502 of the Dodd-Frank Act Leading by Example requiring publicly traded companies to Industries With the requirement coming into full force disclose their use of conflict minerals in June 2014, several large electronics demonstrates that, frequently, advances producers have already stepped up their in information technology are accompanied Dmitry Zhdankin efforts to eliminate conflict minerals from by inadvertent consequences that can go Research Analyst, their operations. In January 2014, Apple as far as contributing to conflict in fragile International Monetary Fund announced that, following a thorough regions, such as in the DRC. Government selection and verification process, the has a role to play in advancing necessary company was able to ensure that none regulation to prevent the tech industry’s The advent of information technology and the of the tantalum used in its devices comes unintended support of harmful regimes. wide availability of personal electronics have from mines located in conflict regions. But the necessary safeguards must be driven increased global demand for a select It is now conducting similar investigations put in place to ensure that such legal group of metals. Tantalum, tungsten and concerning gold, tin and other materials frameworks do not stifle innovation or gold are the minerals most often employed in of potentially harmful origins. Intel, a harm the viability of smaller firms. the manufacturing of devices, ranging from leader in advancing conflict mineral-free smartphones to supercomputers. However, manufacturing even before the introduction in pursuit of diminishing costs, the producers of the Act, announced in early 2014 that it of the capacitors and resistors used in these is manufacturing the first microprocessors A gold miner with the tools of his trade in the devices have grown increasingly reliant on made entirely from conflict-free inputs. Democratic Republic of so-called “conflict minerals”. Conflict minerals By eliminating conflict minerals from their Congo. © Reuters are manufacturing inputs that have been own production processes, the tech- found to fuel instability in areas such as the industry giants are expecting to nudge Central African Republic, South Sudan and their smaller suppliers into greater the Democratic Republic of Congo (DRC). diligence with respect to their inputs. In the DRC in particular, exports of gold and tantalum has been linked to the financing Challenges Remain of atrocities, such as rape, mutilation and While the Act has already led several violence, on a dramatic scale.53 major manufacturers to accept greater responsibility to ensure their inputs The introduction of the 2010 Dodd-Frank are ethically sourced, it is not entirely Act in the United States now offers a clear whether it is as effective with smaller possible solution to the tech industry’s companies. The costly audits may force dependence on conflict minerals. By certain producers to eschew the regulation requiring publicly traded companies to by avoiding public disclosure altogether. independently evaluate and disclose the In addition, Section 1502 will need to

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Chapter VIII: The Impact of ICT for Government Innovation

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Chapter VIII: The Impact of ICT for Government Innovation

Mauro Dell’Ambrogio State Secretary, State Secretariat for Education, Research and Innovation of Switzerland

Introduction The ability to recognize, assess and nimbly respond to challenges is crucial for governments to preserve stability and sustain growth in the face of changing times. While dealing with increasing constraints such as limited budgets, geopolitical risks and trade competition, the public sector needs to innovate to successfully fulfil its mission. Innovation is equally important in – and is widely accepted as a key factor of – building competitiveness to develop a strong and advanced knowledge-based economy. The State has a key role to play in contributing to improving the country’s competitiveness by ensuring good conditions for economic and social prosperity and by sustaining the innovation capacity. This chapter identifies the conditions under which innovative governments can deliver better services to businesses and citizens (innovation in the public sector) and contribute to competitiveness and sustainable growth (innovation through the public sector). It explores how ICT can affect the government’s role and help it to think and act differently.

Innovation in the Public Sector

In the private sector, efficiency and the European Union Innobarometer’s processes: Innovations in innovation have always been critical definition of public sector innovation: organizational structures and factors of success, but the public “An innovation is a new or significantly routines, decision-making sector evolved from a different set improved service, communication processes and policy design of goals. Public sector change is method, process or organizational • Concepts and visions: Developing often linked to new laws and social method.” It considers incremental new views, challenging assumptions norms, not innovation. For example, innovation, based on the propensity and establishing new ways of the social welfare state, universal for change and the ability to implement collecting and using data primary education and infrastructure it over time. Activities include: • System/relations/interactions: improvements required government to New or improved ways of interacting scale, but not necessarily to innovate. • Services: Innovation comes with other organizations and using However, in recent years there have through new services, improving sources of knowledge; includes been many calls for innovation in quality or adapting delivery communication and promoting the public sector. This toolbox uses • Administration/organization/ and influencing user behaviour

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Three main differences between public generated by external contingencies market. In the public sector, the net and private sector innovation are: such as changing societal needs gain of innovation may be similarly and globalization, or by internal negative, such as by failing to meet • Content: The private sector constraints like financial pressure citizens’ expectations. mainly focuses on products. and performance targets. In the public sector, innovation Innovation may be the result Since the public sector contributes to includes processes, governance and of a proactive attitude, such a substantial share of national GDP, services. Measurements cover input, as increasing legitimacy. innovation can potentially “improve throughputs, outputs and outcomes. • Scope and benefits: In the private productivity (and hence living standards), • Motivation: In the private sector, sector, innovation processes and efficiency of service delivery and quality of competition is a motivation. In the research and development (R&D) public services” (EPSIS 201355). It should public sector, innovation is not an investments may not generate also enhance the agility of government to end in itself. It may be reactive, results; products may fail on the address immediate or future challenges.

ICT Can Help Government Innovation

The development of ICT can become It can be a means to provide new requirements and needs, can an input, opening new possibilities, services internally and externally induce technological innovations. constraints and pushing governments or to improve their supply, fostering to react, adapt or find new solutions. core values such as efficiency, ICT is crucial to imagine, implement ICT is itself an innovative product, accessibility and transparency. and monitor policies and services. stimulating all sorts of other innovations. Yet, it is important to note it has no ICTs and technological innovation intrinsically positive effects, and Technological innovation can generate in general can be a result of the should be carefully understood non-technological innovation, such as government’s actions. Public and analyzed to identify how it know-how, skills and organization. procurement, with its specific can stimulate or hinder innovation.

Innovation Through the Public Sector

Governments can stimulate innovation • Firm activities include investment Enablers are all of the elements that in the private sector as part of in innovative activities, connections build tangible and human capacities their mission to support national and interactions between research and foster a favourable environment for competitiveness. Governments are institutes and companies, innovation. They include investments in increasingly aware of its importance and internal organization. R&D, infrastructure, education, training and put innovation activities at the • Output measures account for and research. Cultivating connections centre of growth strategies. the results of innovative activities with companies can improve skill The definition used of private sector such as patent applications and development and attract qualified innovation is from the OECD Oslo trademarks, and assess the personnel needed at all stages. Manual.56 It emphasizes novelty, impact of innovative products ICT can stimulate innovation in the change, implementation and systemic or innovation activities on micro- private sector. As the Innobarometer complexity. Several indexes have been and macroeconomic levels. shows, improved and innovative public developed to capture the complexity sector procedures and services can and multidimensional facets of This toolbox supports the idea that increase the probability that a company innovation, such as the World Economic the government has a role to play in will innovate. This works in particular Forum’s Global Competitiveness Report. a knowledge- and innovation-based when such activities help to create These evaluate inputs, firm activities economy and in nurturing the innovation a more business-friendly environment and outputs to identify national ecosystem. State intervention should and increase access to innovation. strengths and weaknesses. focus on all stages to create favourable conditions for innovation to emerge, Behavior-oriented instruments aim • Inputs are all the elements or develop and diffuse. Instruments to to change the behavior and perception enablers that foster innovation in support innovation can work at the of firms, build capacities and stimulate a systemic way. They can include macro- or micro-firm level, and act directly new public-private-academic interactions. human resources, investment in or indirectly on enablers, activities and Government can support knowledge R&D and infrastructure. outputs. For each, ICT has a role to play. transfer and knowledge exchange,

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for example, by helping partners to support the exchange of ideas, knowledge applications are aligned with public establish contacts across sectors or and learning, connecting people and service delivery, accessibility and industries. ICT can help to drive new sources of knowledge and information. efficiency. The apps developed through services, better access and increased the access of data are made public on efficiency; simplify processes and facilitate Output-oriented actions help support the US OpenGov platform. Data collected contacts, exchanges and networking; and the last stage of innovation and the arrival and shared by the government is used by improve access to key information. of products on the market. Contributions private developers to create websites ICT and social media in particular can to publications and facilities for patent and smartphone apps.

Conclusion and Recommendations

ICT gives the public sector new incentives and ways to fulfil a core mission to deliver efficient, transparent and accountable services. While new ICT often constitutes a risk in itself, it is also a means of monitoring risks and anticipating the future.

Governments have a key role in supporting national innovative ecosystems. While new ICT is sometimes the focus of industrial policies, this toolbox emphasizes how ICTs help to develop or reinforce instruments for innovation. Their positive effect is achieved only through a systemic vision of innovation integrating the key stakeholders.

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Case Studies

Students take their school oath in Manila, Philippines. © Reuters / Romeo Ranoco

accountability of institutions. A recent report investments in technology, and changes Jorge Soto Moreno from McKinsey Global Institute shows that in mindsets and work processes.”57 Founder, Data4; Global Shaper, “making data more ‘liquid’ (open, widely World Economic Forum available and in shareable formats) has In 2011, the Affiliated Network for the potential to unlock large amounts of Social Accountability in East Asia and economic value by improving the efficiency the Pacific (ANSA-EAP) and the Department Open data is defined as the release of and effectiveness of existing processes; of Education of the Philippines created information by governments and private making possible new products, services, Checkmyschool.org (CMS) – a participatory institutions and the sharing of private data and markets; and creating value for individual monitoring tool which aims to promote to enable insights across industries. Many consumers and citizens. Realizing this transparency and social accountability in open data initiatives, particularly in the public potential will involve creating safeguards for the Philippines’ education sector by tracking sector, have improved the transparency and personal privacy and business confidentiality, the provision of services in public schools.58

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This project is jointly supported by the World to engage the public on service-related citizens’ feedback to improve public Bank Institute and the Open Society Institute. inquires.”59 Following the widespread use services. It stimulates progress and success of the platform, other countries both inside and outside the public The platform uses open data to promote have expressed interest in trying this method administration. Its success is built citizen participation in the monitoring of the to strengthen social accountability. on the partnership and constructive quality of schools. “In the initial six months engagement between the government since its launch, checkmyschool.org By providing its data, the Department of (the Department of Education), civil has mapped 8,000 of the 44,000 public Education of the Philippines allows parents, society (ANSA-EAP), and empowered elementary and high schools in the country, students and educators to monitor the communities, and their will to increase and is aiming to gradually include all of resources that it has made available to the transparency through effective them. In addition to this mapping exercise, schools, who can then use it to monitor use of ICT tools. checkmyschool.org is also establishing and report any misuse of public funds. a network of information intermediaries With special thanks to (‘infomediaries’) – capable and technology- The innovation of this platform lies in Lisa Ventura, Research Analyst, literate volunteers, drawn from the the way it combines open data with Global Agenda Networks, community, who play a key role in helping civic participation in the shape of World Economic Forum

of nearly 5,000 websites of the federal This e-government project is expected Mexico’s National government to just three – gob.mx for to increase transparency, reduce e-government services, datos.gob.mx corruption and, most importantly, Digital Strategy for all public data in standard formats place citizens’ needs at the centre and visualization tools, and a third of the government’s priorities. one for international investment Beatrice Ferrari and tourist information. Elsewhere, the Mexican government Scientific Advisor, Federal Department of recently launched the draft version of Economic Affairs, Education and Research The government is working to transform the National Policy on Open Data EAER, State Secretariat for Education, the way citizens interact with its (datos.gob.mx). The platform was Research and Innovation SERI, authorities. All government services and developed in partnership with the International Relations information will be on one site, gob.mx, Argentinian team of Democracy OS, which accessible from anywhere and on any is an open-source voting and commenting device. The first step towards this goal interface that focuses on user experience. During his election campaign, President was to learn how many services there are. The content was divided into five main Enrique Peña Nieto signed a commitment The government conducted a census of sections using citizen-centric language: main to establish a Digital Agenda for Mexico, services at the national level and found objectives, open data standards, institutional with the goal of narrowing the digital 6,925 services provided by 276 agencies. framework, publication guide and protection gap and encouraging access to ICT to At the state and municipality level, of privacy, and fostering use of data. fight corruption, enhance transparency there were around 11,000. and accountability, increase trust in The complete policy can be accessed government, and spark innovation Currently, the government is working to through a public Google document and and entrepreneurship. identify duplication and simplify and digitize as of 31 March 2014 has undergone 245 services, after which a public launch will revisions by citizens. This is the first time To fulfil that commitment, the office of be made by the last quarter of 2014. This in Mexico’s history that a national policy is the President of Mexico has created the simplification of processes and procedures open for voting, commenting and editing National Digital Strategy, with the aim is expected to have a direct impact on before becoming a presidential decree. of maximizing the economic and social how the government serves citizens and impact of technology on society. It aims to an indirect impact on standardization, To create such a policy and define a build a new relationship between society infrastructure investment, efficiency roadmap, the government enlisted and government; stimulate the creation and avoidance of duplicity. international experts to help determine both of new companies and digital products; supply and demand for open data, and to educate and prepare the Mexican The simplification, digitization undertake an assessment of preparedness population for a global, competitive and and unification of all services and for such a policy. This involved 70 federal hyper-connected world; increase the communication on a single website would government agencies and interviews of coverage and efficiency of health services; have a major benefit for society: saving time more than 120 government officials, civil promote public security; and prevent and money and increasing competitiveness. society leaders, industry representatives, damage from natural phenomena. Such a strategy would enhance trust academics and journalists.60 On a scale in government, because every service of 1 to 5, the assessment ranked Mexico To articulate the National Digital Strategy, provided and all the information 4.42 on prepared ecosystem (journalists, the system will evolve from a universe published becomes accountable. developers and government officials that

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use and reuse data), 3.83 on funding, 3.68 • Accessibility: whether any user can depending on public demand, on data demand, 3.18 on data integrity and access the data in its original format. and correct use and implementation 1.67 on legal framework. • Machine readability: the ease of the Mexican open data licence. with which data can be processed After the diagnosis, the government automatically. The intangibles expected include: embarked on an exercise called • The cost: whether the data is • A greater understanding between Data-tron, a digital survey that aims made available for free. government, civil society, academia to get a more nuanced understanding • Limitations: regarding the rights to and entrepreneurs on the nature, of the demand for open data by citizens. use, reuse and distribute the data. potential and opportunity of Data-tron asked respondents to technology as an enabler to choose which data they needed To really make the system effective, the solving social problems. most. It received 60,000 responses federal agencies must ensure that any • Increased interest among from 10,000 citizens in a 30-day period. public information generated includes the entrepreneurs and technologists Accountability was the most requested original data formats and open standards. to use their skills to address topic (by 14.06% of respondents), Since the process is complex, the governance issues and followed by finance and budget government has created data squads made challenges. (13.63%) and education (12.44%).61 up of experts in technology, data usage • Creation of a series of and regulations, which are responsible for collaborative projects The government is now evaluating all supporting the agencies in opening up their between government the data sets of the federal government data. These squads will also be responsible and innovators from outside. ranging from fully open to fully closed, for defining standards through the public • Awakening of a movement depending on four characteristics: sector, publication of new data sets of civic and social entrepreneurs.

agenda, and is charged with assisting generate billions in savings over Norway as a Norwegian government agencies and local the next two decades. authorities in digital reorganization. In a Leader in Digital way, the agency acts as best-practices In keeping with its commitment to consultant that coordinates digitalization transparent governance, Norway has Government of the public sector on issues ranging from developed one of the world’s most open data to e-procurement. Difi relies on advanced open data frameworks. a forward-looking approach in recognizing Offentlig Elektronisk Postjournal Dmitry Zhdankin that modernization of the public sector gains (OEP) is a centralized platform that allows Research Analyst, importance with each new generation of its users to search and request documents International Monetary Fund increasingly tech-savvy Norwegians. at all levels of government. The OEP processes some 20,000 requests monthly, Among the key priorities of the country’s including those from journalists, citizens, Over the past several years, Norway has modernization strategy is ensuring that the businesses and scholars. Its database firmly established itself among the world’s public sector provides unified and user- contains more than five million registry leaders in public sector innovation. Numerous friendly digital services that can be entries produced by 105 government studies, including those conducted by the accessed with a simple, secure login. agencies.63 The availability of these records United Nations and the consultancy Accenture, This has led to development of an eID – acts as a guarantee of accountability, consistently confirm Norway’s outstanding a centralized infrastructure that enables transparency and democracy in Norway. performance in digital governance.62 A closer its users to access all available online look at some of the policies adopted by Norway services with a single set of personalized Innovations in governance, including reveals that much of its success rests on three credentials. Individuals with an eID can advances made through simplification key pillars: establishing an agency dedicated apply for admission to a university, receive of access to digital public services to modernization of the public sector; offering prescription medication, or track their and open data, have propelled Norway a broad array of user-friendly digital public pension. Most of these services can be among the ranks of global leaders services; and enabling transparent digital accessed through the user-friendly hubs in digital government. The government access to government records. of Altinn and Norge.no. Altinn has proved is expecting to experience significant particularly beneficial for over 400,000 savings by eliminating the costs Norway’s success in moderinizing its businesses that rely on it to electronically associated with the less efficient, public sector can be attributed in part to provide the government with all of their paper-based public sector systems. the leadership of the Agency for Public required paperwork (concerning taxation, With an ambitious agenda to achieve Management and eGovernment (Difi). Difi for instance). Almost 90% of all Norwegian complete digitization of its services, was established in 2008 to advance the firms have used the portal at least once, Norway is likely to remain a global example government’s robust information technology and the government is expecting it to of successful public sector modernization.

Future of Government Smart Toolbox | 70 Chapter IX: Scenarios on the Future of Government

Chapter IX: Scenarios on the Future of Government

Future of Government Smart Toolbox | 71 Chapter IX: Scenarios on the Future of Government

Chapter IX: Scenarios on the Future of Government

Kristel Van der Elst Senior Director, Head of Strategic Foresight, World Economic Forum

Introduction In parallel to the work the Council undertook to develop the toolbox, the Members teamed up with the World Economic Forum’s Strategic Foresight team to create scenarios on the future of government. Specifically, the scenarios depict possible contexts within which questions could be asked about the future roles and forms of government. The intent of creating the scenarios was twofold: first, to stretch the thinking of the Council Members to assist them in making the toolbox as robust and forward-looking as possible; and second, to facilitate insightful conversations among a range of stakeholders on policy actions needed now to ensure governments are prepared for the future, however it may unfold.

To develop the scenarios, the Strategic Foresight team interviewed Council Members to understand their perceptions of the major forces of change that will impact the role and forms of governments in the future. The forces they named were:

1. Urbanization and mega traditional public services are provided 9. Complexity of challenges: regionalism: The move by citizens by businesses and other non-state The creation and nature of complicated to urban centres and the creation of actors, and the possible role left over coordination problems economic and political cooperation for government (i.e. quality assurance, 10. Fads and fashions in governance corridors that are indifferent to dispute settlement, management, models: The extent to which models historical geopolitical borders consultant, etc.) of governance gain and lose popularity, 2. Community building and identity: 6. Division of labour among actors notably in reaction to the perceived The nature of community building and jurisdictions: The extent to which success and failure of certain models and the expression of citizens’ opinions governmental roles and responsibilities 11. Leadership: The nature of leadership and identities online shift to other levels, i.e. local, regional in the future and the skills and actors 3. Society’s expectations of or multinational, or other yet undefined required to fulfil this role government: The scope and nature of levels of activity citizen demands on national governments 7. Big data: The collection, Exploring the different ways in 4. Availability of financial resources use of and access to mass which these forces could play out for government: The degree to amounts of information in the future led to the development which national governments have 8. Cyber capabilities: The inequalities of three scenarios: e1984, Gated access to financial resources to between states, citizens and other Community, and CityState. They fund public service delivery actors relating to access to are described below, including 5. Non-government public service technology, from cyber weapons key questions they raise for the use delivery: The degree to which to educational materials of the toolbox and policy-making.

Future of Government Smart Toolbox | 72 Chapter IX: Scenarios on the Future of Government e1984

This is a world in which the promise of big sense of collective security. Fatigue around effectively and efficiently? data is realized; economic, geopolitical politics, the trade-offs caused by plurality • Will citizens let their data and cyber threats are omnipresent; and of interests and the desire for efficient vote on their behalf? collective solidarity is a core societal value. provision of public services lead citizens to • What will be the role of seek traditional governance systems that the private sector? How did we get there? Amid economic emphasize efficiency. • How will innovation be supported? volatility, geopolitical instability and the rise of • How are individual rights protected? cybersecurity concerns, there is an upsurge What questions does this scenario raise? • Does democracy function in this world? of nationalism. People are willing to trade • Will big data lead to better policies? • How do societal values change in a some freedoms and privacy for an increased • What policies could be implemented world of ubiquitous surveillance?

Gated Community

This is a world in which Big Government is support for the private provision of collective • Is there no more cultural solidarity? broke. Political power rests with individuals services. Individual preferences over historical • What is the role of national and private sector organizations. Individual collectives and the desire for differentiated, governments? responsibility and choice prevail in society tailored services lead to the decline in collective • What collective goods will be and the private sector has become the solidarity and an increased willingness of public goods or private goods? main provider of collective services. individuals to be more directly involved in • What will be the implications public policy development and execution. of inequality? How did we get there? • How does society solve collective Inefficient management by government, What questions does this scenario raise? action problems? coupled with the efficient privatization and • What innovations might we see • How will the governance system tailoring of core services, leads to increased in this world? manage changes in popular opinion?

CityState

This is a world in which authority is and get things done more easily, which • Is global collective action decentralized to the city level and raises their relevance and power via-à-vis still possible and, if so, how? pragmatism trumps idealism in national governments. This is the time of the • What becomes of national addressing collective issues. mayor, who now has political star power. and regional political constructs? • What are the consequences How did we get there? What questions does this scenario raise? of rising charisma and Urbanization leads to growth in the number • How can cities best promote policy personality politics? of cities and their size and consolidation. and governance innovation? • What will be the impact of migration The scale of cities means they can innovate • Is this world prone to conflict? and how will it be managed?

Conclusion and Recommendations In his conclusion in the workshop at the 2013 Summit on the Global Agenda, Joseph S. Nye, Jr. remarked, “Today’s trends left unattended could lead to dystopian futures.” While none of these scenarios is likely to come to pass in full or in isolation from the other scenarios, all the scenarios contain some elements of truth. Smart policy-making in the present can ensure that as different variations of these three futures unfold, they are contributing to positive gains for society.

For more information on the future of government scenarios, visit wef.ch/futgov. The three scenarios were visualized in an art poster series which can be used in workshops and other forums to explore policy options for preparing governments for the future.

Future of Government Smart Toolbox | 73 Scenarios Scenarios

Future of Government Smart Toolbox | 74 Big Data defines policy design and delivery: Welcome The trust citizens put into the government allows for the harvest to the future of and analysis of Big Data. In this way governments can effectively and Government efficiently assess citizen behaviour, values and interests, e 19 8 4 thereby creating and implementing targeted policies and services. e 1984 is a world in which the promise of Big Data is realized; economic, geopolitical and cyber threats are omnipresent; and collective solidarity is a core societal value.

How did we get here? Power is entrusted Amid economic volatility, to technocratic geopolitical instability and governments: Power the rise of cyber security is centralized at concerns, there is an upsurge a national level as of nationalism. People are citizens trade individual willing to trade in some preferences for freedoms and privacy for collective security. an increased sense of collective security.

Fatigue around politics, the trade-offs caused by plurality of interests and the desire for efficient provision of public services lead citizens to seek traditional governance systems that emphasize efficiency.

Physical borders are extended into the virtual world: Guarded State Intranets are created as cyber-attacks become increasingly e 19 8sophisticated. 4

People trade privacy What could you be for security: Citizens asking yourself in e 1984? are increasingly Will Big Data lead to complacent and better policies? lack motivation for What policies could be personal involvement implemented effectively in traditional and efficiently? political institutions. Will citizens let their data vote on their behalf? What will be the role of the private sector? How will innovation be supported? How are individual rights protected? Does democracy function in this world? How do societal values change in a world of ubiquitous surveillance?

Design: Studio Blackburn / Illustration: Peter Grundy Scenarios

2050: How can we avoid an electronic 1984?

Rod Beckstrom Chief Security Advisor, Samsung; Chair, Global Agenda Council on the Future of the Internet, World Economic Forum 19 January 2014 | http://forumblog.org/2014/01/2050-digital-future-e1984/

Imagine it is 2050. Economic, geopolitical re-election. Many politicians today would be While governments watch their citizens, and cyber threats are omnipresent. similarly tempted; the risks are real. citizens are watching their governments. Political power is centralized at a national level. Citizens sacrifice their individual For big data to be a legitimate political tool, The world is becoming a digital panopticon, freedoms for collective security. Physical the system needs checks and balances. in which everyone’s behaviour is monitored borders extend into the virtual world and The internet is history’s biggest and most by someone else. Micro-blogging sites like national intranets are created in response complex system, possibly mankind’s Weibo and Twitter already feed data back to increasingly sophisticated cyber-attacks. greatest technological achievement. But it into that loop; we saw the impact of this in wasn’t designed for security; it was designed social movements. Weibo has more than This extreme scenario is up for debate for openness and information sharing. half a billion users and is transforming the at this year’s World Economic Forum way the Chinese government addresses Annual Meeting in Davos-Klosters. We Nation states have a vested interest in citizen input. Twitter is a valuable resource hope that considering different scenarios trying to increase their power by securing for sentiment analysis. for the world in 2050 will provide a better their networks, but it’s really hard to block lens to judge our options for shaping the the internet. And their interest is based on a Revelations about the National Security governance systems of the future. false assumption: locking down the internet Agency and Prism from Edward Snowden into separate national networks might and the US government – along with the In this imaginary future called e1984, the actually make it more vulnerable to attack ongoing fallout from WikiLeaks – raise promise of big data has been realized. The at the national internet access points. geopolitical issues of trust and confidence trust that citizens place in their government as well as US constitutional questions. allows for the harvest and analysis of What’s more, the effort may be hopeless. But they are also clear examples of the big data. Governments effectively and Beckstrom’s Law of cyber security states emerging organic system of checks and efficiently assess citizen behaviour, values that anything attached to a network can balances in the new panopticon world. and interests, and use that information to be hacked. And since everything is being advance their policies and services. attached to networks, everything is vulnerable. Cyber threats are pervasive and will remain so – a consistent threat to personal privacy As efficiency and satisfaction rise, citizens It could also compromise another and to national security. But breaking up are increasingly complacent and lack the valuable internet quality: transparency. the internet to protect national interests, motivation to be personally involved in The practice of anonymizing data has creating separate and self-contained national traditional political institutions. been used successfully to protect networks, will shatter the unity among nations identities. But using big data analysis, that is essential to our collective future. e1984 is a familiar picture of a dystopian most people can now be identified through world, but with a twist: can big data lead anonymous data. Companies can already As to citizens relinquishing their voting to better policies? Will citizens let their data recognize you from the way you click and power to an electronic third party, speak for them? How would societal values type your password, a practice that has in a way they already do that when they change in a world of ubiquitous surveillance? a history: during World War II, Morse code relinquish their voting judgement to operators could be identified by listening political parties and people they trust. Governments by nature want power; to their tapping style. Computers can now they certainly want more power to gather be programmed to do the same. It seems unlikely that a collective preference information. But how will they use it? In the for security over greater connectivity would best possible world, they will create good The technological capacity to record and ever emerge. The internet is breaking down policies and govern well. But history suggests store massive data already exists, and traditional barriers and creating global citizens that it is just as likely they will use it against the scope of data that governments and – people are more connected than ever to their political opponents. Some governments businesses collect on individuals is jaw- those in other countries and becoming less might see it as a tool to limit resistance and dropping. Soon, everything you listen to trustful of their governments, not more. discourage organized opposition. or say or look at through your computer glasses could be recorded. Permanently. As we move steadily closer to connecting Big data must be taken seriously. In the wrong In the not-so-distant future, this could every person in the world, our economic hands, it can be a powerful weapon. Imagine, maybe extend to everything you think. future will depend on maintaining a for instance, what Richard Nixon might have unified global internet. It is the foundation done with unrestricted access to information. While human nature suggests that big data for continuing innovation and economic Based on the technologically crude break-in might be used to create a dystopian e1984 growth, and our principal platform for at the Watergate Hotel, he’d likely have used by allowing government to track our private communication across cultural and it to undermine political rivals in support of his data, that transparency works both ways. political boundaries.

Future of Government Smart Toolbox | 76 Highly competitive markets for collective Welcome services: People have come to look to the private sector for a to the future of more efficient provision of collective services. People value individual Government choice and seek living environments and personalized services Gated Community that reflect their individual core values and lifestyle choices. Gated Community is a world in which Big Government is broke. Political power rests with individuals and private sector organizations. Individual responsibility and choice prevail in society and the private sector has become the main provider of collective services.

How did we get here? Citizens evaluate Inefficient management by policy in real government, coupled with time: Governance the efficient privatization and representatives tailoring of core services, have strong incentives leads to increased support to be responsive, for the private provision of as technology offers collective services. Individual the means to preferences over historical provide real-time collectives and the desire policy evaluation. for differentiated, tailored services, lead to the decline in collective solidarity, and an increased willingness for individuals to be more directly involved in public policy development and execution.

GatedPeople co-design their living environment: People become highly involved in public policy-making and implementing, and are actively volunteering Communityin their communities.

Social inequality What could you be asking is high: Individuals yourself in Gated Community? pay only for what What innovations might they want and need, we see in this world? and express their Is there no more cultural preferences by moving solidarity? to areas or by buying What is the role of national from providers who governments? tailor to their desires. What collective goods will be public goods or private goods? What will be the implications of inequality? How does society solve collective action problems? How will the governance system manage changes in popular opinion?

Design: Studio Blackburn / Illustration: Peter Grundy Scenarios

2050: How can we avoid a gated world?

Joseph S. Nye, Jr. University Distinguished Service Professor, Harvard Kennedy School of Government; Chair, Global Agenda Council on the Future of Government, World Economic Forum 19 January 2014 | http://forumblog.org/2014/01/2050-can-avoid-gated-world/

Imagine a scenario in which inefficient The government of the larger area in which really want to return to a world of mercenary governments coupled with the efficient gated communities exist play no role in it. armies in which the private sector is privatization of core services persuaded We see this already – and I think there are essentially killing people in the name of a people to opt for a “user pays” system. reasons to believe that it is likely to increase. country? Where is the accountability there? Roads, hospitals, streets, lighting, schools If the accountability is simply to markets, is – all these services are entirely managed by The problem that comes with it – the aspect that sufficient? We saw an example of this private companies. People value personal of this scenario that worries me – is what when guards from private security firms in choice over national or ethnic identities, and happens to our larger citizenship and to Iraq killed a number of Iraqi citizens in 2007. seek to move to neighbourhoods that reflect the positive qualities of that citizenship? That isn’t the way we want to organize that their core values and lifestyle choices. Political If we regard ourselves solely as citizens aspect of the common good of security. power now rests with individuals and private of the gated community, then what’s our sector organizations. Individual responsibility relationship to those who live outside the One of the worthy things that comes out and choice prevail. The private sector is the gates? What obligations, what relations, of a system like this is that markets are main provider of collective services. do we have? What will remain of very good at allowing people to refine their “community” outside the gates? preferences. If you want something, and Citizens use technology to evaluate policy somebody else doesn’t, you can find a price in real time. In this way, they co-design The second thing that worries me is what to be able to have it. Government services policy and shape their living environment about the public goods that are larger than tend to have a “one size fits all” system through the choices they make. those provided by the gated community itself? that may not meet the needs of all citizens. Governance representatives have strong Security for the community can be provided Market provision allows people to satisfy economic incentives to be responsive. by private enterprise, but what about national different preferences in a way that is People become more involved in actively security? How will that be provided? better for everyone. volunteering in their communities to shape their living environment. There are other public goods that simply The problem of course is that some people can’t be provided at the level of the gated start out with a lot of “chips”, and are able Social inequality is high. Individuals community alone. For example, if we to use the market. Others start out with pay only for what they want and need. concern ourselves with global climate nothing and are priced out of the market. Citizens express their preferences by change, you might say, “Well my gated This scenario privileges those who have moving to areas tailored to their desires. community will have a very strict recycling “chips”. So there needs to be ways to set programme and carbon taxes to encourage some limits on the initial provision of “chips” To some extent, all scenarios are energy conservation”, but that’s not going to to deal with the inequality, before you use extrapolations of a trend that already exists. solve the problem of global climate change the market to maximize gains for all. While all of the above could be beneficial unless you can coordinate similar policies in some respects, there are also features across all gated communities. And that, Sometimes you can have a nice mix in which that could lead to dystopian outcomes. we know, is one of the classic problems the government role is to set the framework of providing collective goods. How will we for the markets, but the markets do the We already have many gated communities. produce collective goods for issues and actual provision. Markets and private sectors Technology is making markets more problems that are much greater than the are far more efficient at the provision of efficient. More and more things can be gated communities in which we will be living? goods. There is a metaphor – government done with the use of markets, and that shouldn’t be rowing the boat. Markets means the role of government, which still Markets can provide a surprising range should be rowing the boat, and government has an important role in regulating markets, of collective goods, for example the should be steering with the tiller. may be seen as too cumbersome. In that transportation system, waste collection, sense, citizens will find that they can use education. There are increased roles The ideal is a world in which the bulk of the markets to buy goods – say, security – already for the private sector in providing burden is being carried by private sector that are in the purview of government things for the community that were once actors, and the role of government is one as “public” goods, but can now be the provenance of central government, of coordination and management. This marketized as “club” goods. but there are limits. doesn’t always work in practice, but at least it gives a reasonable framework within Imagine a gated community hiring guards When we look at the military, it’s generally which to think about gated communities. and providing its own police force, and argued that it’s one thing to provide the The question to ask then is, “How do we members can pay for extra guards in their machines that people use – the arms and combine the things the markets do best neighbourhood. That is a market transaction. supplies that keep soldiers alive – but do we with the things that governments do best?”

Future of Government Smart Toolbox | 78 Connections are made between cities into Welcome mega-corridors: The consolidation of cities into mega-corridors, to the future of which span national and state borders has also led to more autonomous Government city states. Government has decentralized from national to local CityState authorities with most of these located in the growing number of cities. CityState is a world in which authority is decentralized to the city level and pragmatism trumps idealism in addressing collective issues.

How did we get here? Strong urban rural Urbanization leads to the divide: Cities and growth in the number city states become of cities and their size and the main centres consolidation. The scale of political power, of cities means they can given economic innovate and get things interdependence done more easily, which and shared values raises their relevance and among people. power vis-à-vis national governments. This is the time of the mayor, who now has political star power.

Wide diversity of political systems across cities: Citizens identify more strongly with the cities they live in, which provide them with a sense CityStateof belonging, rather than concepts such as nation states.

Cities collaborate on What could you be asking local problems: Cities, yourself in CityState? rather than nations, are How can cities best promote centres of innovation policy and governance as the scale of policy- innovation? making and service Is this world prone to conflict? delivery allows for rapid Is global collective action and responsive change. still possible and, if so, how? Collaboration between What becomes of national cities and mega regions and regional political on policies and best constructs? practices also shapes What are the consequences selected global issues. of rising charisma and personality politics? What will be the impact of migration and how will it be managed?

Design: Studio Blackburn / Illustration: Peter Grundy Scenarios

2050: What if cities ruled the world?

Razeen Sally Visiting Associate Professor, Lee Kuan Yew School of Public Policy, National University of Singapore; Chair, Global Agenda Council on Competitiveness, World Economic Forum 19 January 2014 | http://forumblog.org/2014/01/cities-ruled-world/

Imagine it is 40 years in the future. with a stronger sense of belonging. by association, politics to the cities. Government has been decentralized Economic interdependence and A strong implication for this scenario to the city level. Connections between decentralized governance allow is the impact it will have on the public cities consolidate into mega-corridors, for rapid and responsive change. sector. It will result in the decentralization which span national and state borders. Collaboration between cities and of government, moving responsibility This is the time of the mayor, whose their surrounding sub-regions on for policy competence to the municipal political star has risen. policies and best practices also level. Another word for that might be increasingly shapes global issues. fragmentation – the reduction of the The growth in the number and size authority and fragmentation of of cities means they can innovate Scenario planning is a structured central government. and get things done more easily. way of thinking about the future so The competitiveness of cities that strategic action can be taken in The implications for business are also increasingly determines the wealth the present to encourage the most strong. Increasingly, firms will operate of nations. This raises the relevance favourable outcomes. This scenario along mega-corridors between cities and power of cities, narrowing the above – developed with the World as part of global supply chains. For gap with national governments. Economic Forum’s Strategic Foresight multinational companies, cities are team in collaboration with the Global already the nodal points which represent Cities emulate each other and adopt Agenda Council on the Future of value clusters. Companies which operate best international practice (often better Government – is already part reality. in the global sphere identify the niches than do nations). They are responsible cities offer them and act accordingly. for urban planning and zoning, housing, Three years ago, for the first time in For them, cities, not countries, supply water, sanitation and policing. history, over half the world’s population the value chain. The impact of cities in reducing lived in cities. The top 10 cities by pollution, recycling, meeting carbon population: Tokyo, (34 million), Seoul This scenario also sees a widening of targets and mitigating the effects of (24.4 million), Guangzhou (24.2 million), the urban-rural divide. Rural and semi- global warming is often superior to Mexico City (23.4 million), Delhi (23.2 rural areas will lose influence along with that of most national governments. million), Mumbai (22.8 million), New York revenue – the power of the purse. (22.2 million), Sao Paolo (20.9 million), The most successful cities, like the Manila (19.6 million) and Shanghai Nation states and international most successful nations, have: stable (19.4 million) would all fit comfortably cooperation will not disappear. and solid public finances; low, simple into the list top 50 nations by population. But there is a strong argument for and competitive taxation; simple and There is every reason to think this decentralizing power and policy as transparent business regulation; trend will continue. much as possible to the municipal strong and impartial rule of law; level. Cities are less bureaucratic openness to international trade The growth of cities was mainly a and sluggish than higher levels of and foreign investment; a welcoming phenomenon of the West during governance; they are better able to environment for “foreign talent”; good and after the industrial revolution. experiment, innovate and diffuse “hard connectivity” such as roads, But urbanization is now predominantly best practice. transit systems, ports, airports; and a non-Western phenomenon. Economic good “soft connectivity” like education, and political power are shifting to cities If economic and political power flows skills and technology diffusion. and megacities outside the West, to CityStates, what are the implications and to cities in Asia in particular. for national, regional and global Citizens value transparent, accountable governance? Would global collective and responsive governance in a Urbanization is also swelling the action still be possible? And what geographic space to which they can ranks of the middle classes, again becomes of national and regional relate. They increasingly identify with increasingly outside the West. In short, political constructs? To what level will the cities they live in, providing them urbanization trends shift economics and, decentralization and fragmentation go?

Future of Government Smart Toolbox | 80 Endnotes

Endnotes

1 Skatteverket Rapport, www.skatteverket.se, 2013; “Svenska myndigheters anseende,” 32 Beth Noveck, Wiki Government: How Technology Can Make Government TNS Sifo, www.tns-sifo.se, 2012 Better, Democracy Stronger, and Citizens More Powerful (Washington, DC: 2 Subhash Bhatnagar and Rajeev Chawla, “Bhoomi: Online delivery of record of rights, Brookings Institution Press, 2009, p. 25) tenancy and cultivation to farmers in Karnataka.” In Manoj Ahuja and Wajahat Habibullah, 33 See www.idea.int; Sanja Kelly et al., eds, Freedom on the Net 2013, Freedom House, editors, Land Reforms in India-Computerization of Land Records, New Delhi: at www.freedomhouse.org/report/freedom-net/freedom-net-2013#.UziSVMcoyKw; Sage Publications, 2005 World Economic Forum Global Information Technology Report 2013 includes the 3 Subhash Bhatnagar and Rajeev Chawla, “Bhoomi: Online delivery of record of rights, Networked Readiness Index data platform, see www.weforum.org/global-information- tenancy and cultivation to farmers in Karnataka.” In Manoj Ahuja and Wajahat Habibullah, technology-report-2013-data-platform; OECD, Focus on Citizens: Public Engagement editors, Land Reforms in India-Computerization of Land Records, New Delhi: Sage for Better Policy and Services, 2009 Publications, 2005; Amit Prakash and Rahul De, “Importance of development context 34 Ake Gronlund, “Connecting eGovernment to Real Government – The Failure of the in ICT4D projects: A study of computerization of land records in India,” Information UN eParticipation Index”. Lecture Notes in Computer Science, Vol. 6846, 2011, pp. 26-37 Technology & People 20, no. 3, 2007 35 Richard Niemi and Herbert Weisberg, eds, Controversies in Voting Behavior, 4th ed. 4 Jason R. Andrews, John S. Brownstein, and Rumi Chunara, “Social and news media (Washington, DC: Congressional Quarterly Press, 2001) enable estimation of epidemiological patterns early in the 2010 Haitian cholera outbreak,” 36 European Commission, Education, Audiovisual and Culture Executive Agency, Political American Journal of Tropical Medicine and Hygiene 86, no. 1, 2012 Participation and EU Citizenship: Perceptions and Behaviours of Young People, 2013. 5 Lynnette Brammer et al., “Detecting influenza epidemics using search engine Available at eacea.ec.europa.eu/youth/tools/documents/perception-behaviours.pdf. EACEA query data,” Nature 457, 2009 2010/03: Youth Participation in Democratic Life, LSE Enterprise, February 2013, available at 6 Joseph S. Nye, Jr., The Powers to Lead, Oxford University Press, 2008, p. 18 eacea.ec.europa.eu/youth/tools/documents/lse_study_on_youth_participation_2013.pdf 7 Richard Hackman and Ruth Wageman, “Asking the right questions about leadership: 37 Smartvote, https://www.smartvote.ch discussion and conclusions”, American Psychologist 62, page 2, http://dash.harvard.edu/ 38 “Show the Ink for a Better India: Mission to enroll one million new voters in Bangalore”, bitstream/handle/1/3228648/Hackman_AskingRightQuestions.pdf?sequencv http://www.smartvote.in/, Aparajita Ray, “She’s out to make every vote count.” The Times 8 http://www.huffingtonpost.com/klaus-schwab/end-of-capitalism----_b_1423311.html of India, 14 April 2014, http://timesofindia.indiatimes.com/city/bangalore/Shes-out-to-make- 9 Public Sector Disrupted, Deloitte, http://www2.deloitte.com/content/www/global/en/pages/ every-vote-count/articleshow/33715324.cms public-sector/articles/public-sector-disrupted.html 39 Jane Fountain, “Connecting Technologies to Citizenship,” in M. Pagano, ed., 10 Financial Post Staff, “SOPA, PIPA anti-online piracy bills halted by U.S. Congress after Technology and the Resilience of Metropolitan Regions, University of Illinois Press, 2014 Wikipedia protest,” 20 January 2012, http://business.financialpost.com/2012/01/20/u-s- 40 A description of the management tools developed by SeeClickFix is available at seeclickfix. congress-pulls-sopa-legislation/?__lsa=44d3-ba36 com/government/management-tools 11 Julianne Pepitone, “SOPA explained: What it is and why it matters,” CNNMoneyTech, 41 Tom Grubisich, “How SeeClickFix Built Revenue Streams from Potholes.” Street Fight. 20 January 2012, http://money.cnn.com/2012/01/17/technology/sopa_explained/ 11 August 2011, streetfightmag.com/2011/08/11/seeclickfix-multiple-revenue-streams- 12 David Gelles, “Debate over online piracy rages in the US,” The Financial Times, government-and-media/ 16 January 2012, http://www.ft.com/intl/cms/s/0/6162237a-402b-11e1-82f6-00144feab49a. 42 On participation see D. Burton, “Conceptual, Theoretical and Practical Issues in html#axzz2xGDhZFFU Measuring the Benefits of Public Participation.” Evaluation 15(3): 263-284. 13 Wikipedia: SOPA Initiative, http://en.wikipedia.org/wiki/Wikipedia:SOPA_initiative All quotations in the case example are from Ben Berkowitz, 2013 TED Talk at the 14 Booz & Co, “Angel Investors and Venture Capitalists Say They Will Stop Funding University of Connecticut. Available on YouTube Some Internet Start-Up Business Models if Tough New Rules Are Enacted, Finds Booz 43 Honor Mahony, “EU politicians ‘overwhelmed’ by power shift to social media.” & Company Study,” 16 November 2011, http://www.booz.com/global/home/press/ euobserver, 2 April 2014, euobserver.com/eu-elections/123722 article/49953717#sthash.05pZYfxP.dpuf 44 “Beppe Grillo: Five-star menu,” The Economist, 15 February 2013, www.economist.com/ 15 Wikimedia Foundation, Press Releases, Wikipedia blackout supports free and open news/briefing/21571886-comedian-and-populist-whose-result-may-be-underestimated- internet, http://wikimediafoundation.org/wiki/Press_releases/Wikipedia_blackout_ five-star-menu supports_free_and_open_internet 45 John Hooper, “Parliamentary gridlock in Italy as Five Star Movement refuses to make 16 Paul Tassi, “Internet Blackout Causes 18 Senators to Flee from PIPA,” Forbes, deal,” The Guardian, 15 March 2013, www.theguardian.com/world/2013/mar/15/five-star- 19 January 2012, http://www.forbes.com/sites/insertcoin/2012/01/19/internet-blackout- movement-italy causes-18-senators-to-flee-from-pipa/ 46 The terms “information technology,” “information” and “data” are frequently mixed because 17 http://voices.washingtonpost.com/44/2008/11/obama-raised-half-a-billion-on.html; the authors hold that the main relevance of technology in the fight against corruption is to http://faculty-gsb.stanford.edu/aaker/pages/documents/TEBRMay-June-Obama.pdf facilitate the publication, communication and dissemination of data 18 38 Degrees describes itself as “one of the UK’s largest campaigning communities, 47 T. B. Anderson, “E-Government as an anti-corruption strategy”, 2009, with over 1 million members”, http://www.38degrees.org.uk/pages/about38degrees, Information Economics and Policy, 1:3, pp. 201-210 http://www.38degrees.org.uk/page/s/save-our-forests#petition 48 Chris Yiu, “The Big Data Opportunity: Making government faster, 19 Damian Carrington, The Guardian, 22 January 2011. “Huge majority oppose England smarter and more personal”, 2012, Policy Exchange Report forest sell-off, poll finds”, http://www.theguardian.com/environment/2011/jan/22/poll- 49 “X-Road,” Estonian Information System Authority, 2013, https://www.ria.ee/public/x_tee/ england-forest-sell-off xRoadOverview.pdf 20 Johnny Chatterton, 38 Degrees blog, 17/02/2011. “Victory! Government to Scrap Plans to 50 “Safe Streets Through Technology,” E-Estonia, http://e-estonia.com/case_studie/safer- Sell Our Forests”, http://blog.38degrees.org.uk/2011/02/17/victory-government-to-scrap- streets-through-technology/ plans-to-sell-our-forests/ 51 http://www.unhcr.org/469b6b0c2.pdf 21 Inquirer.net, http://globalnation.inquirer.net/46923/walk-free-lauds-senate-ratification-of-ilo- 52 “Big Data for Development: Challenges and Opportunities,” UN Global Pulse, May 2012 convention-for-domestic-workers cited in New Technology and the Prevention of Violence and Conflict, UNDP, April 2013 22 Huma Yusuf, The New York Times Latitude blog, 16 November 2012, http://latitude.blogs. 53 Enough Project Team and Grassroots Reconciliation Group, “A Comprehensive nytimes.com/2012/11/16/pakistans-new-education-bill-is-more-old-politics-than-new- Approach to Congo’s Conflict Minerals”, 2009. http://www.enoughproject.org/files/ policy/?_r=0 Comprehensive-Approach.pdf 23 The White House Blog, 22 September 2011. “Petition the White House with We the People”, 54 Ben Dipietro, “Uncertainty Reigns on Conflict Minerals”, The Wall Street Journal, http://www.whitehouse.gov/blog/2011/09/22/petition-white-house-we-people 28 April 2014. http://blogs.wsj.com/riskandcompliance/2014/04/28/uncertainty-reigns-on- 24 P.J. Vogt, On The Media TLDR blog, 16 December 2013. “White House E-Petitions Work conflict-minerals-rule-as-commissioners-urge-a-halt/ More Often Than You’d Think.” http://www.onthemedia.org/story/white-house-e-petitions- 55 http://ec.europa.eu/enterprise/policies/innovation/files/epsis-2013_en.pdf actually-work-sometimes/ 56 http://www.oecd.org/innovation/inno/ 25 Official Journal of the European Union. Regulation (EU) No. 211/2011 on oslomanualguidelinesforcollectingandinterpretinginnovationdata3rdedition.htm the citizens’ initiative, http://eur-lex.europa.eu/LexUriServ/LexUriServ. 57 McKinsey Global Institute: James Manyika, Michael Chui, Diana Farrell, Steve Van do?uri=OJ:L:2011:065:0001:0022:EN:PDF Kuiken, Peter Groves, and Elizabeth Almasi Doshi, “Open data: Unlocking innovation and 26 Parliament of the United Kingdom. Transcript, House of Commons, 16 February performance with liquid information”, 2013, http://www.mckinsey.com/insights/business_ 2011, http://www.publications.parliament.uk/pa/cm201011/cmhansrd/cm110216/ technology/open_data_unlocking_innovation_and_performance_with_liquid_information, p.1 debtext/110216-0001.htm#11021651000010 58 J. Shkabatur, “Check My School, a case study on citizens’ monitoring of the 27 Rwanda Utilities Regulatory Authority (RURA) Active mobile subscribers data, education sector in the Philippines”, 2012, the World Bank Institute, p. vii http://www.rura.rw/index.php?id=83, November 2013 59 World Bank Institute, “Check My School, Improve My School”, 2011, 28 Third Integrated Household Living Conditions Survey, http://www.statistics.gov.rw/survey- http://wbi.worldbank.org/wbi/stories/check-my-school-improve-my-school period/integrated-household-living-conditions-survey-3-eicv-3 60 http://apertura-entrada.herokuapp.com/#antecedentes 29 Robert Dahl, Democracy and Its Critics (New Haven: Yale University Press, 1989). 61 http://apertura-entrada.herokuapp.com/resumen Hanna Pitkin, The Concept of Representation (University of California Press, 1967). 62 United Nations E-Government Survey 2012: E-Government for the People, Jane Mansbridge, Beyond Adversary Democracy (NY: Basic Books, 1980) http://www.un.org/en/development/desa/publications/connecting-governments-to-citizens. 30 Sydney Verba, “Would the Dream of Political Equality Turn out to Be a Nightmare?” html; Accenture, 2014, http://newsroom.accenture.com/news/accenture-10-country-study- Perspectives on Politics. December 2003, pp. 663-679 finds-singapore-norway-and-uae-lead-in-digital-government.htm 31 Jurgen Habermas, The Crisis of the European Union: A Response (Polity, 2012); Habermas, 63 Electronic Public Records, https://www.oep.no/ Time of Transitions (Polity, 2006)

Future of Government Smart Toolbox | 81 Contributors

Contributors

Chapter I: The Impact Charge of ICT, Ministry of Youth and Open Government Data Strategy Chapter VIII: The Impact of ICT of Technology on Trust ICT and Saddiq Mwai, ICT Advisor, (OGDS) in Japan for Government Innovation & Case Studies Ministry of Youth and ICT Larry Stone Mauro Dell’Ambrogio Diana Farrell President, Group Public and State Secretary, State Secretariat Global Leader and Co-Founder, Chapter III: Enhancing Government Government Affairs, BT Group Plc for Education, Research and McKinsey Center for Government, Services for Citizens in the Digital Age Innovation of Switzerland McKinsey & Company Jacques Attali B20 Collective Action Hub – Anders Borg President PlaNet Finance Basel Institute on Governance, Case Studies Minister of Finance, Gregory G. Curtin International Centre for Open Data in the Filipino Education Ministry of Finance of Sweden Founder, Collective Action System: Checkmyschool.org Civic Resource Group Gretta Fenner Beatrice Ferrari Case Studies Yasar Jarrar Managing Director, Basel Institute on Scientific Advisor, Federal Department • Swedish Tax Agency Partner, Bain & Company Governance; Director, International of Economic Affairs, Education and • Karnataka Land Records Digitization Centre for Asset Recovery (ICAR) Research EAER, State Secretariat for • Using Social Media to Map Case Studies Education, Research and Innovation and Treat the Spread of Disease • The Rise of the “Smart” City: Dubai Chapter VI: Governance Solutions SERI, International Relations • UAE E-Borders Control to Overcome Stovepiping and Silos With special thanks to Lisa Ventura, Chapter II: Leadership 2.0 – Abdullah Al Basti Rolf Alter Research Analyst, Global Agenda The Impact of Technology Director-General, The Executive Director, Public Governance and Networks, World Economic Forum on Leadership Office-Government of Dubai, Territorial Development, OECD Melita Leoussis United Arab Emirates Mexico’s National Digital Strategy Project Manager, Yasar Jarrar Case Studies Jorge Soto Moreno World Economic Forum Partner, Bain & Company “Linea Amica”: Multichannel Founder, Data4; Global Shaper, Keith Grint Innovation for Integrated World Economic Forum Professor of Public Leadership & • County of Los Angeles Metropolitan Service Delivery Management, University of Warwick Transportation Authority (Metro) Rolf Alter Norway as a Leader • Smart City/Smart Mobility Platform: Director, Public Governance and in Digital Government Case Studies Santa Monica, California Territorial Development, OECD Dmitry Zhdankin How Technology Can Engage • Open Data, Big Data: China Research Analyst, Public Action in Leadership – • Moving Services Online: California The Role and Practices International Monetary Fund The Case of PIPA/SOPA Online Voter Registration (COVR) of National Statistical Agencies – Jimmy Wales • California Mobile Disclosure: Greece and the EU Chapter IX: Scenarios Founder and Chair Emeritus, Board Gift Tracker Orsalia Kalantzopoulos Kristel Van der Elst of Trustees Wikimedia Foundation • California Open Data: California Secretary-General, Black Sea Senior Director, Head of Strategic With special thanks to Campaign Finance and Judicial Trade and Development Bank Foresight, World Economic Forum Artemis Papoutsakis Disclosure Data Team Coordinator, International Gregory G. Curtin Advancing Interoperability 2050: How can we avoid Relations and Government Affairs, Founder, Civic Resource Group with X-Road – Estonia an electronic 1984? World Economic Forum Dmitry Zhdankin Rod Beckstrom Chapter IV: The Role of Technology Research Analyst, Chief Security Advisor, Samsung; Chair, The Rise to Power: Social Media, in Political Representation International Monetary Fund Global Agenda Council on the Future of Big Data and the Case of & Case Studies the Internet, World Economic Forum President Barack Obama Jane Fountain Chapter VII: Using Gregory G. Curtin Distinguished Professor of Political Technology to Aid Civilians 2050: How can we avoid a gated world? Founder, Science and Public Policy and Director, Affected by Conflict Joseph S. Nye, Jr. Civic Resource Group National Center for Digital Government, Jared Cohen University Distinguished Service With special thanks to University of Massachusetts Director, Google Ideas Professor, Harvard Kennedy School Rigas Hadzilacos, Research of Government; Chair, Global Agenda Analyst, Global Research Networks, Case Studies Case Studies Council on the Future of Government, World Economic Forum • Smartvote Technology and the Future World Economic Forum • Using Communication and of Political Violence How Technology is Changing Reporting Tools to Increase Stathis N. Kalyvas 2050: What if cities ruled the world? Government Leadership: Saving the Civic Engagement: SeeClickFix Arnold Wolfers Professor of Political Razeen Sally Forests in the UK through Technology • Five Star Movement in Italy – Science, Director, Program on Order, Visiting Associate Professor, Lee Kuan Jeremy Heimans Beppe Grillo and MoVimento Conflict, and Violence, Yale University Yew School of Public Policy, National Co-Founder and CEO, Purpose University of Singapore; Chair, Global Chapter V: The Impact of Information Using Big Data to Prevent Agenda Council on Competitiveness, Rwanda: The Nexus between Technology on Anti-corruption Violence and Conflict World Economic Forum Leadership, ICT and Development Lord Peter Mandelson Dmitry Zhdankin Betty Tushabe Chairman, Global Counsel Research Analyst, For more information, please visit the Senior Policy Analyst, Strategy International Monetary Fund World Economic Forum Global Agenda and Policy Unit, Office of the President Case Studies Council on the Future of Government, Linda Rusagara E-Governance in China – Eliminating the Use of Conflict www.weforum.org/content/ Policy Analyst, Strategy and Policy The Fight against Corruption Minerals in IT Industries global-agenda-council-future- Unit, Office of the President Gregory G. Curtin Dmitry Zhdankin government-2012-2014 With special thanks to Didier Founder and Principal, Research Analyst, and the Government Summit, Nkurikiyimfura, Director General in Civic Resource Group International Monetary Fund www.thegovernmentsummit.ae

Future of Government Smart Toolbox | 82 List of Participants

Global Agenda Council on the Future of Government List of Participants

Rolf Alter Director, Public Governance Organisation for France and Territorial Development Economic Co-operation and Development (OECD)

Jacques Attali President PlaNet Finance France

Abdulla Al Basti Director-General The Executive Office- United Arab Emirates Government of Dubai

Anders Borg Minister of Finance Ministry of Finance Sweden

Victor Cha Director, Asian Studies Edmund A. Walsh School of Foreign USA Service, Georgetown University

Jared Cohen Director, Google Ideas Google USA

Gregory G. Curtin Founder Civic Resource Group USA

Mauro Dell’Ambrogio State Secretary for Education Switzerland and Research and Innovation of Switzerland

Diana Farrell Global Leader and Co-Founder, McKinsey & Company USA McKinsey Center for Government

Jane Fountain Professor of Political Science University of Massachusetts USA and Public Policy and Director, National Center for Digital Government

Yasar Jarrar Partner Bain & Company United Arab Emirates

Orsalia Kalantzopoulos Secretary-General Black Sea Trade and Greece Development Bank

Stathis Kalyvas Arnold Wolfers Professor of Political Yale University USA Science; Director, Program on Order, Conflict and Violence

Bruno Lanvin Executive Director, IECI INSEAD France

Lord Peter Mandelson Chairman Global Counsel United Kingdom

Joseph S. Nye, Jr. Distinguished Service Professor Harvard Kennedy School USA of Government

Yukio Okamoto Robert E. Wilhelm Fellow Massachusetts Institute USA of Technology (MIT)

Hera K. Siu President SAP China People’s Republic of China

Larry Stone President, Group Public and Government Affairs BT Group Plc United Kingdom

Jimmy Wales Founder and Chair Emeritus USA Board of Trustees Wikimedia Foundation

Wang Jisi Dean, School of International Studies Peking University People’s Republic of China

Future of Government Smart Toolbox | 83 The World Economic Forum is an international institution committed to improving the state of the world through public-private cooperation in the spirit of global citizenship. It engages with business, political, academic and other leaders of society to shape global, regional and industry agendas.

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