Selected Readings on Crowdsourcing Expertise

Curated on Posted on by Andrew Young

The Living Library’s Selected Readings series seeks to build a knowledge base on innovative approaches for improving the effectiveness and legitimacy of governance. This curated and annotated collection of recommended works on the topic of crowdsourcing was originally published in 2014.

Crowdsourcing enables leaders and citizens to work together to solve public problems in new and innovative ways. New tools and platforms enable citizens with differing levels of knowledge, expertise, experience and abilities to collaborate and solve problems together. Identifying experts, or individuals with specialized skills, knowledge or abilities with regard to a specific topic, and incentivizing their participation in crowdsourcing information, knowledge or experience to achieve a shared goal can enhance the efficiency and effectiveness of problem solving.

Selected Reading List (in alphabetical order)

Annotated Selected Reading List (in alphabetical order)

Börner, Katy, Michael Conlon, Jon Corson-Rikert, and Ying Ding. “VIVO: A Semantic Approach to Scholarly Networking and Discovery.” Synthesis Lectures on the Semantic Web: Theory and Technology 2, no. 1 (October 17, 2012): 1–178. http://bit.ly/17huggT.

  • This e-book “provides an introduction to VIVO…a tool for representing information about research and researchers — their scholarly works, research interests, and organizational relationships.”
  • VIVO is a response to the fact that, “Information for scholars — and about scholarly activity — has not kept pace with the increasing demands and expectations. Information remains siloed in legacy systems and behind various access controls that must be licensed or otherwise negotiated before access. Information representation is in its infancy. The raw material of scholarship — the data and information regarding previous work — is not available in common formats with common semantics.”
  • Providing access to structured information on the work and experience of a diversity of scholars enables improved expert finding — “identifying and engaging experts whose scholarly works is of value to one’s own. To find experts, one needs rich data regarding one’s own work and the work of potential related experts. The authors argue that expert finding is of increasing importance since, “[m]ulti-disciplinary and inter-disciplinary investigation is increasingly required to address complex problems. 

Bozzon, Alessandro, Marco Brambilla, Stefano Ceri, Matteo Silvestri, and Giuliano Vesci. “Choosing the Right Crowd: Expert Finding in Social Networks.” In Proceedings of the 16th International Conference on Extending Database Technology, 637–648. EDBT  ’13. New York, NY, USA: ACM, 2013. http://bit.ly/18QbtY5.

  • This paper explores the challenge of selecting experts within the population of social networks by considering the following problem: “given an expertise need (expressed for instance as a natural language query) and a set of social network members, who are the most knowledgeable people for addressing that need?”
  • The authors come to the following conclusions:
    • “profile information is generally less effective than information about resources that they directly create, own or annotate;
    • resources which are produced by others (resources appearing on the person’s Facebook wall or produced by people that she follows on Twitter) help increasing the assessment precision;
    • Twitter appears the most effective social network for expertise matching, as it very frequently outperforms all other social networks (either combined or alone);
    • Twitter appears as well very effective for matching expertise in domains such as computer engineering, science, sport, and technology & games, but Facebook is also very effective in fields such as locations, music, sport, and movies & tv;
    • surprisingly, LinkedIn appears less effective than other social networks in all domains (including computer science) and overall.”

Brabham, Daren C. “The Myth of Amateur Crowds.” Information, Communication & Society 15, no. 3 (2012): 394–410. http://bit.ly/1hdnGJV.

  • Unlike most of the related literature, this paper focuses on bringing attention to the expertise already being tapped by crowdsourcing efforts rather than determining ways to identify more dormant expertise to improve the results of crowdsourcing.
  • Brabham comes to two central conclusions: “(1) crowdsourcing is discussed in the popular press as a process driven by amateurs and hobbyists, yet empirical research on crowdsourcing indicates that crowds are largely self-selected professionals and experts who opt-in to crowdsourcing arrangements; and (2) the myth of the amateur in crowdsourcing ventures works to label crowds as mere hobbyists who see crowdsourcing ventures as opportunities for creative expression, as entertainment, or as opportunities to pass the time when bored. This amateur/hobbyist label then undermines the fact that large amounts of real work and expert knowledge are exerted by crowds for relatively little reward and to serve the profit motives of companies. 

Dutton, William H. Networking Distributed Public Expertise: Strategies for Citizen Sourcing Advice to Government. One of a Series of Occasional Papers in Science and Technology Policy, Science and Technology Policy Institute, Institute for Defense Analyses, February 23, 2011. http://bit.ly/1c1bpEB.

  • In this paper, a case is made for more structured and well-managed crowdsourcing efforts within government. Specifically, the paper “explains how collaborative networking can be used to harness the distributed expertise of citizens, as distinguished from citizen consultation, which seeks to engage citizens — each on an equal footing.” Instead of looking for answers from an undefined crowd, Dutton proposes “networking the public as advisors” by seeking to “involve experts on particular public issues and problems distributed anywhere in the world.”
  • Dutton argues that expert-based crowdsourcing can be successfully for government for a number of reasons:
    • Direct communication with a diversity of independent experts
    • The convening power of government
    • Compatibility with open government and open innovation
    • Synergy with citizen consultation
    • Building on experience with paid consultants
    • Speed and urgency
    • Centrality of documents to policy and practice.
  • He also proposes a nine-step process for government to foster bottom-up collaboration networks:
    • Do not reinvent the technology
    • Focus on activities, not the tools
    • Start small, but capable of scaling up
    • Modularize
    • Be open and flexible in finding and going to communities of experts
    • Do not concentrate on one approach to all problems
    • Cultivate the bottom-up development of multiple projects
    • Experience networking and collaborating — be a networked individual
    • Capture, reward, and publicize success.

Goel, Gagan, Afshin Nikzad and Adish Singla. “Matching Workers with Tasks: Incentives in Heterogeneous Crowdsourcing Markets.” Under review by the International World Wide Web Conference (WWW). 2014. http://bit.ly/1qHBkdf

  • Combining the notions of crowdsourcing expertise and crowdsourcing tasks, this paper focuses on the challenge within platforms like Mechanical Turk related to intelligently matching tasks to workers.
  • The authors’ call for more strategic assignment of tasks in crowdsourcing markets is based on the understanding that “each worker has certain expertise and interests which define the set of tasks she can and is willing to do.”
  • Focusing on developing meaningful incentives based on varying levels of expertise, the authors sought to create a mechanism that, “i) is incentive compatible in the sense that it is truthful for agents to report their true cost, ii) picks a set of workers and assigns them to the tasks they are eligible for in order to maximize the utility of the requester, iii) makes sure total payments made to the workers doesn’t exceed the budget of the requester.

Gubanov, D., N. Korgin, D. Novikov and A. Kalkov. E-Expertise: Modern Collective Intelligence. Springer, Studies in Computational Intelligence 558, 2014. http://bit.ly/U1sxX7

  • In this book, the authors focus on “organization and mechanisms of expert decision-making support using modern information and communication technologies, as well as information analysis and collective intelligence technologies (electronic expertise or simply e-expertise).”
  • The book, which “addresses a wide range of readers interested in management, decision-making and expert activity in political, economic, social and industrial spheres, is broken into five chapters:
    • Chapter 1 (E-Expertise) discusses the role of e-expertise in decision-making processes. The procedures of e-expertise are classified, their benefits and shortcomings are identified, and the efficiency conditions are considered.
    • Chapter 2 (Expert Technologies and Principles) provides a comprehensive overview of modern expert technologies. A special emphasis is placed on the specifics of e-expertise. Moreover, the authors study the feasibility and reasonability of employing well-known methods and approaches in e-expertise.
    • Chapter 3 (E-Expertise: Organization and Technologies) describes some examples of up-to-date technologies to perform e-expertise.
    • Chapter 4 (Trust Networks and Competence Networks) deals with the problems of expert finding and grouping by information and communication technologies.
    • Chapter 5 (Active Expertise) treats the problem of expertise stability against any strategic manipulation by experts or coordinators pursuing individual goals.

Holst, Cathrine. “Expertise and Democracy.” ARENA Report No 1/14, Center for European Studies, University of Oslo. http://bit.ly/1nm3rh4

  • This report contains a set of 16 papers focused on the concept of “epistocracy,” meaning the “rule of knowers.” The papers inquire into the role of knowledge and expertise in modern democracies and especially in the European Union (EU). Major themes are: expert-rule and democratic legitimacy; the role of knowledge and expertise in EU governance; and the European Commission’s use of expertise.
    • Expert-rule and democratic legitimacy
      • Papers within this theme concentrate on issues such as the “implications of modern democracies’ knowledge and expertise dependence for political and democratic theory.” Topics include the accountability of experts, the legitimacy of expert arrangements within democracies, the role of evidence in policy-making, how expertise can be problematic in democratic contexts, and “ethical expertise” and its place in epistemic democracies.
    • The role of knowledge and expertise in EU governance
      • Papers within this theme concentrate on “general trends and developments in the EU with regard to the role of expertise and experts in political decision-making, the implications for the EU’s democratic legitimacy, and analytical strategies for studying expertise and democratic legitimacy in an EU context.”
    • The European Commission’s use of expertise
      • Papers within this theme concentrate on how the European Commission uses expertise and in particular the European Commission’s “expertgroup system.” Topics include the European Citizen’s Initiative, analytic-deliberative processes in EU food safety, the operation of EU environmental agencies, and the autonomy of various EU agencies.

King, Andrew and Karim R. Lakhani. “Using Open Innovation to Identify the Best Ideas.” MIT Sloan Management Review, September 11, 2013. http://bit.ly/HjVOpi.

  • In this paper, King and Lakhani examine different methods for opening innovation, where, “[i]nstead of doing everything in-house, companies can tap into the ideas cloud of external expertise to develop new products and services.”
  • The three types of open innovation discussed are: opening the idea-creation process, competitions where prizes are offered and designers bid with possible solutions; opening the idea-selection process, ‘approval contests’ in which outsiders vote to determine which entries should be pursued; and opening both idea generation and selection, an option used especially by organizations focused on quickly changing needs.

Long, Chengjiang, Gang Hua and Ashish Kapoor. “Active Visual Recognition with Expertise Estimation in Crowdsourcing.” 2013 IEEE International Conference on Computer Vision. December 2013. http://bit.ly/1lRWFur.

  • This paper is focused on improving the crowdsourced labeling of visual datasets from platforms like Mechanical Turk. The authors note that, “Although it is cheap to obtain large quantity of labels through crowdsourcing, it has been well known that the collected labels could be very noisy. So it is desirable to model the expertise level of the labelers to ensure the quality of the labels. The higher the expertise level a labeler is at, the lower the label noises he/she will produce.”
  • Based on the need for identifying expert labelers upfront, the authors developed an “active classifier learning system which determines which users to label which unlabeled examples” from collected visual datasets.
  • The researchers’ experiments in identifying expert visual dataset labelers led to findings demonstrating that the “active selection” of expert labelers is beneficial in cutting through the noise of crowdsourcing platforms.

Noveck, Beth Simone. “’Peer to Patent’: Collective Intelligence, Open Review, and Patent Reform.” Harvard Journal of Law & Technology 20, no. 1 (Fall 2006): 123–162. http://bit.ly/HegzTT.

  • This law review article introduces the idea of crowdsourcing expertise to mitigate the challenge of patent processing. Noveck argues that, “access to information is the crux of the patent quality problem. Patent examiners currently make decisions about the grant of a patent that will shape an industry for a twenty-year period on the basis of a limited subset of available information. Examiners may neither consult the public, talk to experts, nor, in many cases, even use the Internet.”
  • Peer-to-Patent, which launched three years after this article, is based on the idea that, “The new generation of social software might not only make it easier to find friends but also to find expertise that can be applied to legal and policy decision-making. This way, we can improve upon the Constitutional promise to promote the progress of science and the useful arts in our democracy by ensuring that only worth ideas receive that ‘odious monopoly’ of which Thomas Jefferson complained.”

Ober, Josiah. “Democracy’s Wisdom: An Aristotelian Middle Way for Collective Judgment.” American Political Science Review 107, no. 01 (2013): 104–122. http://bit.ly/1cgf857.

  • In this paper, Ober argues that, “A satisfactory model of decision-making in an epistemic democracy must respect democratic values, while advancing citizens’ interests, by taking account of relevant knowledge about the world.”
  • Ober describes an approach to decision-making that aggregates expertise across multiple domains. This “Relevant Expertise Aggregation (REA) enables a body of minimally competent voters to make superior choices among multiple options, on matters of common interest.”

Sims, Max H., Jeffrey Bigham, Henry Kautz and Marc W. Halterman. “Crowdsourcing medical expertise in near real time.” Journal of Hospital Medicine 9, no. 7, July 2014. http://bit.ly/1kAKvq7.

  • In this article, the authors discuss the develoment of a mobile application called DocCHIRP, which was developed due to the fact that, “although the Internet creates unprecedented access to information, gaps in the medical literature and inefficient searches often leave healthcare providers’ questions unanswered.”
  • The DocCHIRP pilot project used a “system of point-to-multipoint push notifications designed to help providers problem solve by crowdsourcing from their peers.”
  • Healthcare providers (HCPs) sought to gain intelligence from the crowd, which included 85 registered users, on questions related to medication, complex medical decision making, standard of care, administrative, testing and referrals.
  • The authors believe that, “if future iterations of the mobile crowdsourcing applications can address…adoption barriers and support the organic growth of the crowd of HCPs,” then “the approach could have a positive and transformative effect on how providers acquire relevant knowledge and care for patients.”

Spina, Alessandro. “Scientific Expertise and Open Government in the Digital Era: Some Reflections on EFSA and Other EU Agencies.” in Foundations of EU Food Law and Policy, eds. A. Alemmano and S. Gabbi. Ashgate, 2014. http://bit.ly/1k2EwdD.

  • In this paper, Spina “presents some reflections on how the collaborative and crowdsourcing practices of Open Government could be integrated in the activities of EFSA [European Food Safety Authority] and other EU agencies,” with a particular focus on “highlighting the benefits of the Open Government paradigm for expert regulatory bodies in the EU.”
  • Spina argues that the “crowdsourcing of expertise and the reconfiguration of the information flows between European agencies and teh public could represent a concrete possibility of modernising the role of agencies with a new model that has a low financial burden and an almost immediate effect on the legal governance of agencies.”
  • He concludes that, “It is becoming evident that in order to guarantee that the best scientific expertise is provided to EU institutions and citizens, EFSA should strive to use the best organisational models to source science and expertise.”

Online Tools Every Community Should Use

Curated on Posted on by Stefaan Verhulst

at NationSwell: “Larger cities like Chicago, San Francisco and New York continue to innovate civic technology and bridge the divide between citizens and government, while this progress is leaving small communities behind.
Without digital tools, staff or infrastructure in place to bring basic services online, small local governments and their citizens are suffering from a digital divide. But one Silicon Valley mind is determined to break that barrier and help smaller cities understand how they can join the digital movement…any civic technology should include the following eight tools:
Bullets: Crime-related data that give residents a sense of how safety is handled in the city.
Examples: CrimeAround.Us, Crime in Chicago, Oakland Crimespotting
Bills: Providing citizens with more transparency around legislative data.
Examples: OpenGov’s AmericaDecoded, MySociety’s SayIt, Councilmatic
Budget: Making public finances and city spending available online.
Examples: OpenGov.com, OpenSpending, Look at Cook
Buses: Transportation tools to help residents with schedules, planning, etc.
Examples: OpenTripPlanner, OneBusAway
Data: Open, organized, municipal information.
Examples: Socrata, NuData, CKAN, OpenDataCatalog, Junar
411: An online information hotline used in the same regard as the phone version.
Examples: CityAnswers, MindMixer, OSQA
311: Non-emergency online assistance including reporting things like road repairs.
Examples: SeeClickFix, PublicStuff, Connected Bits, Service Tracker, Open311Mobile
211:  A social services hotline for services including health, jobs training and housing.
Examples: Aunt Bertha, Purple Binder, Connect Chicago
“The opportunity is that we have the chance to take all of these components that are being built as open-source tools and turn them into companies that offer them to cities as hosted platforms,” Nemani told Next City. “Even a 10-person shop can put in a credit card number and pay a hundred dollars a month for one of these tools.”
While Nemani admits each city will be different — some places are too small for transportation components — working towards a template is critical to make civic technology accessible for everyone. But by focusing on these eight tools, any town is off to a great start….”

Are the Authoritarians Winning?

Curated on Posted on by Stefaan Verhulst

Review of several books by Michael Ignatieff in the New York Review of Books: “In the 1930s travelers returned from Mussolini’s Italy, Stalin’s Russia, and Hitler’s Germany praising the hearty sense of common purpose they saw there, compared to which their own democracies seemed weak, inefficient, and pusillanimous.
Democracies today are in the middle of a similar period of envy and despondency. Authoritarian competitors are aglow with arrogant confidence. In the 1930s, Westerners went to Russia to admire Stalin’s Moscow subway stations; today they go to China to take the bullet train from Beijing to Shanghai, and just as in the 1930s, they return wondering why autocracies can build high-speed railroad lines seemingly overnight, while democracies can take forty years to decide they cannot even begin. The Francis Fukuyama moment—when in 1989 Westerners were told that liberal democracy was the final form toward which all political striving was directed—now looks like a quaint artifact of a vanished unipolar moment.
For the first time since the end of the cold war, the advance of democratic constitutionalism has stopped. The army has staged a coup in Thailand and it’s unclear whether the generals will allow democracy to take root in Burma. For every African state, like Ghana, where democratic institutions seem secure, there is a Mali, a Côte d’Ivoire, and a Zimbabwe, where democracy is in trouble.
In Latin America, democracy has sunk solid roots in Chile, but in Mexico and Colombia it is threatened by violence, while in Argentina it struggles to shake off the dead weight of Peronism. In Brazil, the millions who took to the streets last June to protest corruption seem to have had no impact on the cronyism in Brasília. In the Middle East, democracy has a foothold in Tunisia, but in Syria there is chaos; in Egypt, plebiscitary authoritarianism rules; and in the monarchies, absolutism is ascendant.
In Europe, the policy elites keep insisting that the remedy for their continent’s woes is “more Europe” while a third of their electorate is saying they want less of it. From Hungary to Holland, including in France and the UK, the anti-European right gains ground by opposing the European Union generally and immigration in particular. In Russia the democratic moment of the 1990s now seems as distant as the brief constitutional interlude between 1905 and 1914 under the tsar….
It is not at all apparent that “governance innovation,” a bauble Micklethwait and Wooldridge chase across three continents, watching innovators at work making government more efficient in Chicago, Sacramento, Singapore, and Stockholm, will do the trick. The problem of the liberal state is not that it lacks modern management technique, good software, or different schemes to improve the “interface” between the bureaucrats and the public. By focusing on government innovation, Micklethwait and Wooldridge assume that the problem is improving the efficiency of government. But what is required is both more radical and more traditional: a return to constitutional democracy itself, to courts and regulatory bodies that are freed from the power of money and the influence of the powerful; to legislatures that cease to be circuses and return to holding the executive branch to public account while cooperating on measures for which there is a broad consensus; to elected chief executives who understand that they are not entertainers but leaders….”
Books reviewed:

Reforming Taxation to Promote Growth and Equity

a white paper by Joseph Stiglitz
Roosevelt Institute, 28 pp., May 28, 2014; available at rooseveltinstitute.org“

Is Crowdsourcing the Future for Legislation?

Curated on Posted on by Stefaan Verhulst

Brian Heaton in GovTech: “…While drafting legislation is traditionally the job of elected officials, an increasing number of lawmakers are using digital platforms such as Wikispaces and GitHub to give constituents a bigger hand in molding the laws they’ll be governed by. The practice has been used this year in both California and New York City, and shows no signs of slowing down anytime soon, experts say.
Trond Undheim, crowdsourcing expert and founder of Yegii Inc., a startup company that provides and ranks advanced knowledge assets in the areas of health care, technology, energy and finance, said crowdsourcing was “certainly viable” as a tool to help legislators understand what constituents are most passionate about.
“I’m a big believer in asking a wide variety of people the same question and crowdsourcing has become known as the long-tail of answers,” Undheim said. “People you wouldn’t necessarily think of have something useful to say.”
California Assemblyman Mike Gatto, D-Los Angeles, agreed. He’s spearheaded an effort this year to let residents craft legislation regarding probate law — a measure designed to allow a court to assign a guardian to a deceased person’s pet. Gatto used the online Wikispaces platform — which allows for Wikipedia-style editing and content contribution — to let anyone with an Internet connection collaborate on the legislation over a period of several months.
The topic of the bill may not have been headline news, but Gatto was encouraged by the media attention his experiment received. As a result, he’s committed to running another crowdsourced bill next year — just on a bigger, more mainstream public issue.
New York City Council Member Ben Kallos has a plethora of technology-related legislation being considered in the Big Apple. Many of the bills are open for public comment and editing on GitHub. In an interview with Government Technology last month, Kallos said he believes using crowdsourcing to comment on and edit legislation is empowering and creates a different sense of democracy where people can put forward their ideas.
County governments also are joining the crowdsourcing trend. The Catawba Regional Council of Governments in South Carolina and the Centralia Council of Governments in North Carolina are gathering opinions on how county leaders should plan for future growth in the region.
At a public forum earlier this year, attendees were given iPads to go online and review four growth options and record their views on which they preferred. The priorities outlined by citizens will be taken back to decision-makers in each of the counties to see how well existing plans match up with what the public wants.
Gatto said he’s encouraged by how quickly the crowdsourcing of policy has spread throughout the U.S. He said there’s a disconnect between governments and their constituencies who believe elected officials don’t listen. But that could change as crowdsourcing continues to make its impact on lawmakers.
“When you put out a call like I did and others have done and say ‘I’m going to let the public draft a law and whatever you draft, I’m committed to introducing it … I think that’s a powerful message,” Gatto said. “I think the public appreciates it because it makes them understand that the government still belongs to them.”

Protecting the Process

Despite the benefits crowdsourcing brings to the legislative process, there remain some question marks about whether it truly provides insight into the public’s feelings on an issue. For example, because many political issues are driven by the influence of special interest groups, what’s preventing those groups from manipulating the bill-drafting process?
Not much, according to Undheim. He cautioned policymakers to be aware of the motivations from people taking part in crowdsourcing efforts to write and edit laws. Gatto shared Undheim’s concerns, but noted that the platform he used for developing his probate law – Wikispaces – has safeguards in place so that a member of his staff can revert language of a crowdsourced bill back to a previous version if it’s determined that someone was trying to unduly influence the drafting process….”

What is democracy? A reconceptualization of the quality of democracy

Curated on Posted on by Stefaan Verhulst

Paper by Gerardo L. Munck: “Works on the quality of democracy propose standards for evaluating politics beyond those encompassed by a minimal definition of democracy. Yet, what is the quality of democracy? This article first reconstructs and assesses current conceptualizations of the quality of democracy. Thereafter, it reconceptualizes the quality of democracy by equating it with democracy pure and simple, positing that democracy is a synthesis of political freedom and political equality, and spelling out the implications of this substantive assumption. The proposal is to broaden the concept of democracy to address two additional spheres: government decision-making – political institutions are democratic inasmuch as a majority of citizens can change the status quo – and the social environment of politics – the social context cannot turn the principles of political freedom and equality into mere formalities. Alternative specifications of democratic standards are considered and reasons for discarding them are provided.”

Digital Government: Turning the Rhetoric into Reality

Curated on Posted on by Stefaan Verhulst

Miguel Carrasco and Peter Goss at BCG Perspectives: “Getting better—but still plenty of room for improvement: that’s the current assessment by everyday users of their governments’ efforts to deliver online services. The public sector has made good progress, but most countries are not moving nearly as quickly as users would like. Many governments have made bold commitments, and a few countries have determined to go “digital by default.” Most are moving more modestly, often overwhelmed by complexity and slowed by bureaucratic skepticism over online delivery as well as by a lack of digital skills. Developing countries lead in the rate of online usage, but they mostly trail developed nations in user satisfaction.
Many citizens—accustomed to innovation in such sectors as retailing, media, and financial services—wish their governments would get on with it. Of the services that can be accessed online, many only provide information and forms, while users are looking to get help and transact business. People want to do more. Digital interaction is often faster, easier, and more efficient than going to a service center or talking on the phone, but users become frustrated when the services do not perform as expected. They know what good online service providers offer. They have seen a lot of improvement in recent years, and they want their governments to make even better use of digital’s capabilities.
Many governments are already well on the way to improving digital service delivery, but there is often a gap between rhetoric and reality. There is no shortage of government policies and strategies relating to “digital first,” “e-government,” and “gov2.0,” in addition to digital by default. But governments need more than a strategy. “Going digital” requires leadership at the highest levels, investments in skills and human capital, and cultural and behavioral change. Based on BCG’s work with numerous governments and new research into the usage of, and satisfaction with, government digital services in 12 countries, we see five steps that most governments will want to take:

1. Focus on value. Put the priority on services with the biggest gaps between their importance to constituents and constituents’ satisfaction with digital delivery. In most countries, this will mean services related to health, education, social welfare, and immigration.

2. Adopt service design thinking. Governments should walk in users’ shoes. What does someone encounter when he or she goes to a government service website—plain language or bureaucratic legalese? How easy is it for the individual to navigate to the desired information? How many steps does it take to do what he or she came to do? Governments can make services easy to access and use by, for example, requiring users to register once and establish a digital credential, which can be used in the future to access online services across government.

3. Lead users online, keep users online. Invest in seamless end-to-end capabilities. Most government-service sites need to advance from providing information to enabling users to transact their business in its entirety, without having to resort to printing out forms or visiting service centers.

4. Demonstrate visible senior-leadership commitment. Governments can signal—to both their own officials and the public—the importance and the urgency that they place on their digital initiatives by where they assign responsibility for the effort.

5. Build the capabilities and skills to execute. Governments need to develop or acquire the skills and capabilities that will enable them to develop and deliver digital services.

This report examines the state of government digital services through the lens of Internet users surveyed in Australia, Denmark, France, Indonesia, the Kingdom of Saudi Arabia, Malaysia, the Netherlands, Russia, Singapore, the United Arab Emirates (UAE), the UK, and the U.S. We investigated 37 different government services. (See Exhibit 1.)…”

Making We the People More User-Friendly Than Ever

Curated on Posted on by Stefaan Verhulst

The White House: “With more than 14 million users and 21 million signatures, We the People, the White House’s online petition platform, has proved more popular than we ever thought possible. In the nearly three years since launch, we’ve heard from you on a huge range of topics, and issued more than 225 responses.

But we’re not stopping there. We’ve been working to make it easier to sign a petition and today we’re proud to announce the next iteration of We the People.

Since launch, we’ve heard from users who wanted a simpler, more streamlined way to sign petitions without creating an account and logging in every time. This latest update makes that a reality.

We’re calling it “simplified signing” and it takes the account creation step out of signing a petition. As of today, just enter your basic information, confirm your signature via email and you’re done. That’s it. No account to create, no logging in, no passwords to remember.

We the People User Statistics

That’s great news for new users, but we’re betting it’ll be welcomed by our returning signers, too. If you signed a petition six months ago and you don’t remember your password, you don’t have to worry about resetting it. Just enter your email address, confirm your signature, and you’re done.

Go check it out right now on petitions.whitehouse.gov.“

We Need a Citizen Maker Movement

Curated on Posted on by Stefaan Verhulst

Lorelei Kelly at the Huffington Post: “It was hard to miss the giant mechanical giraffe grazing on the White House lawn last week. For the first time ever, the President organized a Maker Faire–inviting entrepreneurs and inventors from across the USA to celebrate American ingenuity in the service of economic progress.
The maker movement is a California original. Think R2D2 serving margaritas to a jester with an LED news scroll. The #nationofmakers Twitter feed has dozens of examples of collaborative production, of making, sharing and learning.
But since this was the White House, I still had to ask myself, what would the maker movement be if the economy was not the starting point? What if it was about civics? What if makers decided to create a modern, hands-on democracy?
What is democracy anyway but a never ending remix of new prototypes? Last week’s White House Maker Faire heralded a new economic bonanza. This revolution’s poster child is 3-D printing– decentralized fabrication that is customized to meet local needs. On the government front, new design rules for democracy are already happening in communities, where civics and technology have generated a front line of maker cities.
But the distance between California’s tech capacity and DC does seem 3000 miles wide. The NSA’s over collection/surveillance problem and Healthcare.gov’s doomed rollout are part of the same system-wide capacity deficit. How do we close the gap between California’s revolution and our institutions?

  • In California, disruption is a business plan. In DC, it’s a national security threat.
  • In California, hackers are artists. In DC, they are often viewed as criminals.
  • In California, “cyber” is a dystopian science fiction word. In DC, cyber security is in a dozen oversight plans for Congress.
  • in California, individuals are encouraged to “fail forward.” In DC, risk-aversion is bipartisan.

Scaling big problems with local solutions is a maker specialty. Government policymaking needs this kind of help.
Here’s the issue our nation is facing: The inability of the non-military side of our public institutions to process complex problems. Today, this competence and especially the capacity to solve technical challenges often exist only in the private sector. If something is urgent and can’t be monetized, it becomes a national security problem. Which increasingly means that critical decision making that should be in the civilian remit instead migrates to the military. Look at our foreign policy. Good government is a counter terrorism strategy in Afghanistan. Decades of civilian inaction on climate change means that now Miami is referred to as a battle space in policy conversations.
This rhetoric reflects an understandable but unacceptable disconnect for any democracy.
To make matters more confusing, much of the technology in civics (like list building petitions) is suited for elections, not for governing. It is often antagonistic. The result? policy making looks like campaigning. We need some civic tinkering to generate governing technology that comes with relationships. Specifically, this means technology that includes many voices, but has identifiable channels for expertise that can sort complexity and that is not compromised by financial self-interest.
Today, sorting and filtering information is a huge challenge for participation systems around the world. Information now ranks up there with money and people as a lever of power. On the people front, the loud and often destructive individuals are showing up effectively. On the money front, our public institutions are at risk of becoming purely pay to play (wonks call this “transactional”).
Makers, ask yourselves, how can we turn big data into a political constituency for using real evidence–one that can compete with all the negative noise and money in the system? For starters, technologists out West must stop treating government like it’s a bad signal that can be automated out of existence. We are at a moment where our society requires an engineering mindset to develop modern, tech-savvy rules for democracy. We need civic makers….”

In Defense of Transit Apps

Curated on Posted on by Stefaan Verhulst

Mark Headd at Civic Innovations: “The civic technology community has a love-hate relationship with transit apps.
We love to, and often do, use the example of open transit data and the cottage industry of civic app development it has helped spawn as justification for governments releasing open data. Some of the earliest, most enduring and most successful civic applications have been built on transit data and there literally hundreds of different apps available.
The General Transit Feed Specification (GTFS), which has helped to encourage the release of transit data from dozens and dozens of transportation authorities across the country, is used as the model for the development of other open data standards. I once described work being done to develop a data standard for locations dispensing vaccinations as “GTFS for flu shots.”
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But some in the civic technology community chafe at the overuse of transit apps as the example cited for the release of open data and engagement with outside civic hackers. Surely there are other examples we can point to that get at deeper, more fundamental problems with civic engagement and the operation of government. Is the best articulation of the benefits of open data and civic hacking a simple bus stop application?
Last week at Transparency Camp in DC, during a session I ran on open data, I was asked what data governments should focus on releasing as open data. I stated my belief that – at a minimum – governments should concentrate on The 3 B’s: Buses (transit data), Bullets (crime data) and Bucks (budget & expenditure data).
To be clear – transit data and the apps it helps generate are critical to the open data and civic technology movements. I think it is vital to exploring the role that transit apps have played in the development of the civic technology ecosystem and their impact on open data.

Story telling with transit data

Transit data supports more than just “next bus” apps. In fact, characterizing all transit apps this way does a disservice to the talented and creative people working to build things with transit data. Transit data supports a wide range of different visualizations that can tell an intimate, granular story about how a transit system works and how it’s operation impacts a city.
One inspiring example of this kind of app was developed recently by Mike Barry and Brian Card, and looked at the operation of MBTA in Boston. Their motive was simple:

We attempt to present this information to help people in Boston better understand the trains, how people use the trains, and how the people and trains interact with each other.

We’re able to tell nuanced stories about transit systems because the quality of data being released continues to expand and improve in quality. This happens because developers building apps in cities across the country have provided feedback to transit officials on what they want to see and the quality of what is provided.
Developers building the powerful visualizations we see today are standing on the shoulders of the people that built the “next bus” apps a few years ago. Without these humble apps, we don’t get to tell these powerful stories today.

Holding government accountable

Transit apps are about more than just getting to the train on time.
Support for transit system operations can run into the billions of dollars and affect the lives of millions of people in an urban area. With this much investment, it’s important that transit riders and taxpayers are able to hold officials accountable for the efficient operation of transit systems. To help us do this, we now have a new generation of transit apps that can examine things like the scheduled arrival and departure times of trains with their actual arrival and departure time.
Not only does this give citizens transparency into how well their transit system is being run, it offers a pathway for engagement – by knowing which routes are not performing close to scheduled times, transit riders and others can offer suggestions for changes and improvements.

A gateway to more open data

One of the most important things that transit apps can do is provide a pathway for more open data.
In Philadelphia, the city’s formal open data policy and the creation of an open data portal all followed after the efforts of a small group of developers working to obtain transit schedule data from the Southeastern Pennsylvania Transportation Authority (SEPTA). This group eventually built the region’s first transit app.
This small group pushed SEPTA to make their data open, and the Authority eventually embraced open data. This, in turn, raised the profile of open data with other city leaders and directly contributed to the adoption of an open data policy by the City of Philadelphia several years later. Without this simple transit app and the push for more open transit data, I don’t think this would have happened. Certainly not as soon as it did.
And it isn’t just big cities like Philadelphia. In Syracuse, NY – a small city with no tradition of civic hacking and no formal open data program – a group at a local hackathon decided that they wanted to build a platform for government open data.
The first data source they selected to focus on? Transit data. The first app they built? A transit app…”

Let's amplify California's collective intelligence

Curated on Posted on by Stefaan Verhulst

Gavin Newsom and Ken Goldberg at the SFGate: “Although the results of last week’s primary election are still being certified, we already know that voter turnout was among the lowest in California’s history. Pundits will rant about the “cynical electorate” and wag a finger at disengaged voters shirking their democratic duties, but we see the low turnout as a symptom of broader forces that affect how people and government interact.
The methods used to find out what citizens think and believe are limited to elections, opinion polls, surveys and focus groups. These methods may produce valuable information, but they are costly, infrequent and often conducted at the convenience of government or special interests.
We believe that new technology has the potential to increase public engagement by tapping the collective intelligence of Californians every day, not just on election day.
While most politicians already use e-mail and social media, these channels are easily dominated by extreme views and tend to regurgitate material from mass media outlets.
We’re exploring an alternative.
The California Report Card is a mobile-friendly web-based platform that streamlines and organizes public input for the benefit of policymakers and elected officials. The report card allows participants to assign letter grades to key issues and to suggest new ideas for consideration; public officials then can use that information to inform their decisions.
In an experimental version of the report card released earlier this year, residents from all 58 counties assigned more than 20,000 grades to the state of California and also suggested issues they feel deserve priority at the state level. As one participant noted: “This platform allows us to have our voices heard. The ability to review and grade what others suggest is important. It enables elected officials to hear directly how Californians feel.”
Initial data confirm that Californians approve of our state’s rollout of Obamacare, but are very concerned about the future of our schools and universities.
There was also a surprise. California Report Card suggestions for top state priorities revealed consistently strong interest and support for more attention to disaster preparedness. Issues related to this topic were graded as highly important by a broad cross section of participants across the state. In response, we’re testing new versions of the report card that can focus on topics related to wildfires and earthquakes.
The report card is part of an ongoing collaboration between the CITRIS Data and Democracy Initiative at UC Berkeley and the Office of the Lieutenant Governor to explore how technology can improve public communication and bring the government closer to the people. Our hunch is that engineering concepts can be adapted for public policy to rapidly identify real insights from constituents and resist gaming by special interests.
You don’t have to wait for the next election to have your voice heard by officials in Sacramento. The California Report Card is now accessible from cell phones, desktop and tablet computers. We encourage you to contribute your own ideas to amplify California’s collective intelligence. It’s easy, just click “participate” on this website: CaliforniaReportCard.org”