I was thrilled to have been invited to address the 2015 Graduating Class at the University of North Carolina School of Government -CGCIO program in Chapel Hill the other day!
It was part of a full day program which led to their graduation ceremony; I was invited in to challenge them to think of the opportunities and challenges they face as they go forward into the future at the start of their day.
Attendees were from a broad spectrum of local and municipal governments, as well as school boards and legal bodies; particularly responsible for information technology and infrastructure. I’ve previously spoken to many such groups, including a keynote for 3,000 folks at the annual Government Finance Officers Association annual conference in Austin, Texas; 2,000 mayors and civic officials for the Texas Municipal League annual conference in Dallas, Texas; and 500 at the Utah League of Cities and Towns annual event in Salt Lake City (among many other events.)
Certainly the challenge for government today is pretty big;I opened with this quote:
“Increasingly, citizens are demanding that governments provide the same level personalized service that they receive from business organizations.” International Innovations in Public Sector External Service Delivery, Brock University, March 2010″
That certainly became evident with the rollout of the Web site for the Health Care Reform Act (aka “Obamacare”); with a failed implementation, it became clear that the expectations of society are that any government should provide the same degree of online service as Amazon, FedEx or others. I spoke of what people expect in terms of online interaction today, using the example of pension benefits:
- extreme personalization
- extreme simplification
- complete interaction history
- pro-active delivery by new platforms (i.e. instant text messages when pension plan changes occur)
- Web interaction > call center (i.e. chat / video / Skype/ Google Hangout?)
- and mobile!
Yet the problem for many government organizations is that they have to try to provide this service within the reality of the existence of a creaky, lumbering, complex back-end information technology platform. I use a simple picture to illustrate the problem (which brought down the house with laughter; they know all too well that the problem is very, very real.)
But then I continued : that’s not the biggest challenge; it’s the fact that they very definition of technology and infrastructure — their area of responsibility — will be subject to rapid change.
My intent was to put into perspective that as CIO’s for government organizations, they had better be ready to assume responsibility for a lot more than just citizen facing service systems and other existing infrastructure. It’s the new, rapidly evolving technology and trends which will see them becoming responsible for even more technology — and it could all happen pretty quickly.
There were several themes:
- Big, disruptive ideas: we all know big change is happening in every industry. How quickly will we see online voting; text message based democracy, and other new forms of technology based citizen democracy? I wrote about this in my “25 Trends for 2025” document — take a look at the trend, “Poll-democracy takes flight“, in which I suggest that “the mobile generation, weaned on the technology of text messaging and social networks, finally convinces a few brave countries to consider the idea of real time citizen-voting.” It’s not a question of if it will happen; it’s a question of when it will happen.
- Infrastructure of 2025: it’s emerging now, and its happening fast. In cities and towns, we’ll see local business and citizen groups using mobile energy shared insight apps to actively monitor and manage local lighting usage; global community vs. community challenges become common as gaming generation comes to manage their ‘personal energy infrastructure usage’ ; deep analysis capabilities move cities to prognostic maintenance of traffic, electrical, lighting, wastewater and water infrastructure systems. Wow!
- Moore’s Law everywhere: Of course, the Internet of Things. Opportunities involving the virtualization of health care; seniors community care networks that allow seniors to live in their homes instead of seniors care facilities, supported through vast, interconnected medical devices ; intelligent LED networked streetlights with proximity sensors that indicate open parking spots; payment technology embedded into cars that will link and pay through smart meters.
- Grand challenges: there are big challenges with civic infrastructure today. 16% of the water supply in the US is lost due to leaky pipes, and goes back in the ground!Put it another way: utilities lose enough water every six days to supply the nation for a day! Only 7% of the communities in the US recycle wastewater. Compare that to Israel: more than 80% of household wastewater is recycled, 1/2 going to irrigation. Of course, someone will solve this challenge with technology — perhaps this company. “Nexus eWater, maker of the world’s first home water and energy recycler, today announced that it is the first company ever to receive certification to the NSF/ANSI 350 global standard for residential grey water treatment for its ‘NEXtreater’ home water recycler. (Nexus eWater is World’s First Company to Obtain Certification for Residential Grey Water Treatment 13 March 2015, Business Wire). Their goals? reducing city water into the home by up to 40%; reducing sewage from the home by 70%; reducing water heating energy by 75% ; reducing home energy use by 15-25%; generating total savings of up to $50-$200 per month per home for water, sewer and electric bills. Oh, and harvesting rainwater. Pretty bold goals, but that’s the type of world we live in today
- The next generation: My sons are now 21 and 20. I pointed out that they have never known a world without the Internet, and have never known a world for the last decade without some type of mobile device. They simply will not expect to deal with a government that is not prepared to service them quickly, efficiently and effectively through mobile.
It was a fun talk; and certainly inspired a lot of thinking, with a solid 1/2 hour of Q&A.
I’m extremely impressed by the level of insight provided by a program such as that at UNC. We should do more to encourage innovators in government to take on and assume more responsibility for some of the grandest opportunities of our time!