The document below was drafted by Steven Clift in June 1999 at his own initiative for the Governor's Office. In mid-summer I had a good meeting with Linda Feist of the Governor's Office and John Brimacomb (who helps with the Governor's web site from the Department of Administration).  I stressed the need for leadership on government online from the highest levels and they shared some experiences with the Governor's site.

I wrote this only as an interested citizen and NOT someone looking to actually work or contract for the state.  Been there, done that.  So please read this from an interested citizen perspective.  It is not meant to point fingers or assign blame.  Hopefully it will be viewed as solution-oriented.

From the just announced Governor Ventura's Big Plan, in the Healthy Communities section under "Building an Information Highway that Leaves No Community Excluded" section it includes the text:

"Electronic technologies utilized in government service will provide greater levels of access, ease and convenience for citizens using government services, as well as contributing to communities across the state.  Our objective is to provide access to government services and commercial activity by means of electronic connectivity which is high speed, integrated and global."

The number one challenge for state government online efforts, since I coordinated North Star, the state's online starting point, is building leadership with information (you need writers and designers) and applications (database developers) and not just technology (servers and wires).  North Star should be the Yahoo!/Online Newspaper covering all of Minnesota government - as it has become in a number of leading states.  We have a long way to go and I will be the first to promote any positive developments of which I become aware.

If you have any comments on my suggestions below please send them to me and I'll pass them on to the Governor's Office and the Department of Administration.  If you'd like to connect with other's interested in improving Minnesota government online, join the MN-NETGOV e-mail list and share your thoughts.   It would be particularly useful if those in state government would update the public on precise government online plans so we can help provide input and feedback.

Below is exactly what I sent in to the Governor's Office.  I thank them for taking the time to read it.  I am unsure as to is dissemination within state government, so I thought I'd make it available for anyone interested.  I want to thank the Governor's office for reviewing this and wish all involved lots of luck in this difficult field.

Steven Clift
clift@publicus.net
Citizen

P.S. Part of this may seem a bit boosterish - I am just trying to establish my credibility with people less aware of my work in the field.
 

One Government. Anywhere. Anytime.

Version 1.0
June 1999

Governor Ventura is recognized as the first truly Internet-era governor. He has an opportunity to radically reform government services. It is time for integrated service delivery for direct citizen and business access anywhere and anytime. Through the use of the Internet and information technology it is time to:

1. Establish a North Star Team to quickly improve the online citizen’s directory interface to the whole of Minnesota government.

2. Establish a results-oriented Government Services Study Group that brings Minnesotans together with the world’s best government service reformers primarily through the use of the Internet.
 
 

North Star Team – Emergency State Home Site Updating

While many agencies continue to excel with their government online efforts, the state government as whole has fallen way behind other states and countries with coordinated online navigation and directory efforts. While agencies have supported their own internal technology needs, together state and local government units have failed to deliver the citizen an easy to use, efficient online directory of services and information.

Recommendation: Establish emergency inter-agency North Star Team coordinated by the Governor’s Office to update and revise directory pages on the State of Minnesota’s main web site at <http://www.state.mn.us>.

[6 Oct 99 - Note: I am aware that OT/Admin have started work on some sort of North Star Advisory Group - don't know the details yet.]

This is Minnesota government’s "Yahoo!" - our online front door to its citizens and the rest of the world. The top-level directory pages have not fundamentally changed since they were designed in 1995. The North Star Team should be selected from the best web managers and designers across state government for a temporary reassignment for emergency update of North Star’s look and feel and navigation system by July 15, 1999. This is a content and directory organization issue and NOT a technical problem. The effort needs people who can write, design, and organize information quickly. Directly involving those who handle analog citizen queries from constituent service in the Governor’s Office, the Legislature, Libraries, and the State Operators will help identify want people more frequently need and want from government.

Work should focus on combining and updating the first page and the Main Menu page <http://www.state.mn.us/mainmenu.html> and all the major sub-sections listed from that page. Adding two directory sections is absolutely essential – Top Government Services and Government by Topic . The Top Government Services page should contain direct links to the high volume service transactions that most citizens use each year – tax forms, motor vehicles, recreational permits, and job information. A Government by Topic should start an extensive index of all major government information and services with direct links into agency web site directory pages. Creation of a citizen reaction panel is a must for frank and honest user feedback.

While North Star is not the Governor’s web site, it should be designed to serve the citizens who visit both the Governor’s and Legislature’s sites looking for government service and information assistance. The more citizens who can self-serve, the more time your office will have to focus on what a Governor’s web site should do. I’d also require every agency (ask every local government) to appoint an official primary North Star (if they don’t have one already) contact along with a technical and high-level management contact and establish an online communication system for best practices and agency efforts. This list should be published on the North Star site to encourage inter-governmental collaboration.
 

Government Services Study Group

It is time to fundamentally reform the way local and state government services are delivered. It is time for service integration. Minnesotans need to quit talking about creating models and start priding ourselves on importing and improving upon the best ideas from around the world. Minnesota is behind service reform efforts in most countries, states, and provinces our size. We should model our efforts on leading reformers like New Brunswick and Canada federally, the Netherlands, Sweden, the U.K. and the State of Victoria in Australia and not simple compare ourselves to neighboring states.

Recommendation: Establish a Government Services Study Group that does its work primarily through the use of the Internet and video conferencing.

With the successful passing of the Y2K issue, the next significant marshalling of intergovernmental capacity should focus on government service reform and integration though the use of information technology and the Internet. No more reports. Time for action. This will require strong political leadership, a clear vision, and statement of goals. What kind of government do citizens want? Articulate the best vision you can, identify the steps government units need to take, set specific goals, then hold governments accountable in meeting those goals and budget accordingly.

Specifically, I recommend:

1. Creation of a virtual-oriented Government Services Study Group through an open invitation to the world that says, "Come help Minnesota build the government of the future, today." This would entail a simple online participation system where people can register their interests and expertise. A core GSSG would be selected for extensive policy development and information exchange through the Internet, teleconferencing, and videoconferencing. Only an executive committee would meet in person as needed. The full GSSG would be asked to make specific recommendations every other months for one year on actions Ventura should have agencies take now and on Executive Orders he should make to bring fast results.

 
2. For all those interested in being involved, hold an online and in-person Town Hall meeting where all Minnesotans can participate in expressing their views and to make specific recommendations on which government services they want fully online first. A weekend conference and a two week interactive online event will bring infuse new ideas and energy into the whole government. An online event could enable broad participation by government employees giving them a stake in shaking up the organizations in which they work.

 
3. Invite leading government reform leaders to Minnesota (in-person or through video conferencing) and consider a small study trip to Canada and other key places.

 
4. Make strong political statements and set public goals like Prime Minister Tony Blair. Establish the goal that 50 percent of all state government service transactions will fully available via the Internet by 2001 and all state and local service transactions by 2006. Challenge local governments to meet those goals and promise to work with them.

 
5. Require each agency to appoint a service reform team to implement service reform recommendations and make quick changes to their agency’s web sites. Each agency team could educate agency staff on reform ideas and provide input to the GSSG. A weekly reform e-mail newsletter could be sent out to government staff and others providing information and ideas in a condensed and readable manner.

 
6. Require state agencies to produce an index of all the services they provide. This includes where and whether information about the service is online, if the full service transaction may be completed online or when it will be (or if the service should be eliminated), references to detailed plans and any legal or other barriers to full online service delivery. This index should be placed in a public statewide database that may be updated remotely by agencies. It should be designed to provide regular statistics and updates to the Governor and the public. A virtual thermometer could be presented illustrating progress toward the Governor’s goal along with "What’s New" highlights integrated into North Star.

 
7. Support these efforts through the creation of a small best and brightest inter-agency staff group hosted in a state agency with DIRECT coordination from a staff member of the Governor’s Office. I have visited with people from over 20 countries on government online service reform efforts – the most crucial success factor is strong political leadership. Nothing short of a staff member in the Governor’s office as the public service reform spokesperson will be sufficient.

 
8. Confirm North Star as the "brand" identity for delivery of all government services via information technology and the Internet. North Star staffing should have one mission – deliver government services and information from a citizen perspective. Period. This is the "One Government" approach that must replace or at least blend the silos of government. The GSSG input should lead toward an expanding North Star from a thin hierarchical directory of web sites to a full service government online system that allows all Minnesotans to receive most services directly through one interface and one integrated government services system. Each agency should keep their own web sites for specialized services and information, but overtime a database driven North Star system and interface should expand to provide the public with most high volume services and frequently requested information. Specific audiences can and are addressed by inter-governmental web sites – these sites should share tools and make the creation of meta-sites cost effective.

 
9. Warning – Whatever you do don’t place government service reform efforts or North Star management and content/directory development in a purely technical division of government. While technology is essential, the crucial problem with our current state home site is lack of communication and content staff. Placing control of North Star editorial development in the wrong place will be a disaster for government service reform potential. In terms of where the technology physically sits or fee-based web services to agencies, that is less important. The interface to North Star, the top screens will be how most people in Minnesota will view there government, don’t politicize or technocize this citizen experience.

For North Star Team:

Example Indexes:

Canada InfoCentre - http://www.canada.gc.ca/infocentre/pc/subject_e.html

Australia Entry Point - http://www.fed.gov.au/

GovGuide - A Database Driven GOL Directory:

http://www.govguide.org/govguide/

Massachusetts – What we do? What we publish?:

http://www.state.ma.us/

Navigation Scheme Advice:

UseIt – Best Web Design Advice:

http://www.useit.com/

Policy.com – An Example – Consistent Header and Left Navigation System

http://www.policy.com/ (Don’t use frames though due to ADA requirements)

(There is no reason North Star can’t be as good as StarTribune.com.)

The better states/provinces that have designed for easy navigation:

Washington - http://access.wa.gov/

Connecticut - http://www.state.ct.us/

Utah - http://www.state.ut.us/

Ontario - http://www.gov.on.ca/MBS/english/index.html

To compare Minnesota with other U.S. States, see:

http://www.nasire.org/stateSearch/

Particularly - http://www.nasire.org/stateSearch/displayCategory.cfm?Category=states

(Please note that Minnesota law prevents the display of elected official photos in ways that could be considered promotional. So while a photo of the Governor on his home page makes sense, on the state main page (like you see in many other places) may bring up legal issues.)
 
 

For GSSG:

Integrated Service Delivery

UK Central IT Unit:

http://www.citu.gov.uk/

Modernising Government Reports:

http://www.citu.gov.uk/moderngov.htm

Best Practices and Case Studies in Electronic Governments – Excellent Summaries from the UK:

http://www.open.gov.uk/govoline/bpport.htm

In particular see Australia:

http://www.open.gov.uk/govoline/prhead_australia_maxi.htm - http://www.maxi.com.au/

The Netherlands:

http://www.open.gov.uk/govoline/prhead_neth_2000.htm

And Portugal:

http://www.open.gov.uk/govoline/prhead_portugal_infocid.htm

Australian Office of Government Online:

http://www.ogo.gov.au/

Australian Commonwealth Information Centre Background:

http://www.ogo.gov.au/gol/cic/cicindex1.html

Citizen Bureaus in Sweden

http://www.statskontoret.se/gol-democracy/sweden.htm

Center for Technology in Government –

Designing a Digital Government:

http://www.ctg.albany.edu/research/workshop/digitalgov.html

World Wide Web as a Universal Interface to Government Services:

http://www.ctg.albany.edu/projects/inettb/ittmn.html

Developing & Delivering Government Services on the World Wide Web: Recommended Practices for New York State:

http://www.ctg.albany.edu/projects/inettb/recintro.html

More reports:

http://www.ctg.albany.edu/resources/rptwplst.html

Strategic Visions Presentation – Canada Treasury Board:

http://www.cio-dpi.gc.ca/sda/sda_index_e.html

Overall Government Vision:

Connecting Canadians - http://www.connect.gc.ca/en/100-e.htm

North Star Background – Useful for long-range service integration planning

North Star Statute in OT section – this provides extensive authority and discretion:

http://www.revisor.leg.state.mn.us/stats/16E/07.html

North Star IRM Plan for 98-99 – Funded for $940,000 – Very little delivered in terms of a data-base driven directory system for government information and services: http://www.state.mn.us/devcenter/nsfuture/irmdraft.html

Project Future and History Documents as of July 1997:

http://www.state.mn.us/devcenter/nsfuture/

Current North Star Development Center and Business Plan:

http://www.state.mn.us/devcenter/index.html

(North Star has lacked staff support as originally planned for in the 98-99 budget due in part to the change in OT leadership and a fundamental lack of understanding by management of the non-technological aspects of running an online content service. The North Star Hotel, which provides agencies with web space, has worked particularly well and should be commended.)

Try to obtain the consultant report by Mike O’Connor and review Information Policy Council Electronic Government Service < http://www.ipc.state.mn.us/> proposals which should have been integrated under the North Star "brand" identity in order to enhance political support.
 
 

This paper was written by Steven Clift for Governor Ventura’s staff. My biography is below:

Steven Clift is an online strategies consultant focused on the use of the Internet in democracy. In 1998 he was Project Coordinator for Web White & Blue, an online public service effort promoting easy access to online election information. Web White & Blue was co-sponsored by the Markle Foundation and Harvard's Shorenstein Center on Press, Politics and Public Policy. He is now helping the Markle

Foundation plan for Web White & Blue in the 2000 election.

He runs the Democracies Online Newswire service and has presented on the Internet and citizen participation in seventeen countries over the last three years. He served as Co-Editor for the G8 Democracy and Government Online Services Publication that was released in January 1999. His article "Democracy is Online" appeared on the cover of the Internet Society's OnTheInternet magazine in April 1998.

He previously served as a consultant to the Markle Foundation's E-mail for All public outreach effort in 1998. He is Board Chair of Minnesota E-Democracy, a non-profit organization which created the world's first election-oriented web site in 1994 and hosts ongoing citizen discussions on state and community affairs. For three years until September 1997, he coordinated the State of Minnesota's North Star government-wide online efforts. While attending graduate school at the Hubert H. Humphrey Institute of Public Affairs, University of Minnesota he worked for the Center for Democracy and Citizenship from 1991 to 1993.

Visit Publicus.Net for more information: http://www.publicus.net

E-mail: clift@publicus.net
 
 

From: Steven Clift <clift@publicus.net>
Subject: Advice on Governor's Role with Internet
Date sent: Tue, 8 Jun 1999 09:37:16 -0500
 
 

Date: Tuesday, June 8, 1999

To: Steven Bosacker, Chief of Staff, Office of the Governor

From: Steven Clift

CC: Wendy Wustenberg, Linda Feist, Wayne Hayes, Christine Nelson

Re: An Internet Era Governor and Government
 
 

Steven, it has been a long time since we have connected. I recently ran

into one your old cards from my Winona State political days. I wanted to

send you a brief note offering my advice and thoughts on the use of the

Internet by the Governor's Office and the role of the Governor in leading

real government service reform through the use of the Internet.

From 1994 - 1997 I coordinated North Star, the State of Minnesota's

government-wide online effort <http://www.state.mn.us>. I now work

as a Internet and democracy consultant primarily for the Markle

Foundation and their Web White & Blue election information public

service effort. Over the past three years I have given around 75

presentations in 17 countries on the topic of the Internet and

citizen participation.

Attached is a document detailing my deep concerns about the status of

North Star and Minnesota's complete failure to keep up with other states

when it comes to the "public portal" or top-level directory site services.

I also offer some ideas about how fundamental government service reform

through the Internet could be the next big push after the Year 2000 issue

passes.

It is my understanding that one of the most important priorities for the

Governor's Office is to come to grips with the role of the Internet in

your constituent services and with communications generally. Here are my

thoughts:

1. First Internet Era-Governor - Governor Ventura is recognized as

one of the first truly Internet-era governors. The media hype with

the campaign was based on real strategic Internet activity and this

has raised expectations. The Governor's Office needs to demonstrate

strategic use of the Internet in governance.

2. Build a Networked Office Vision - While the Governor has a basic

official web presence, now is the time to step back and ask, "What

does an Internet-era Governor's Office look like? How do we

fundamentally network our office?" The public web site should be the 10

percent of the overall investment that automatically displays the public

content and services of a networked office. The web is not affordable as

a last minute add on, it must be integrated into the whole of your office.

3. Invite the Internet Community to Help - Do not go it alone. It is not

your office's job to impress people with any new web site or updates

through a dramatic unveiling. Instead, send out a call to the Internet

community and say, "Help us build the world's best governor web site and

Internet-era office." Make helping your office meet its specific

communication and technology goals a challenge to leading developers on

the Internet. Promise to share the results with other Governors,

Presidents, and Prime Ministers around the world. I can provide advice on

how to structure and solicit Internet community support.

4. Filter Incoming E-mail - The fact that Governor Ventura has had to take

his e-mail address off of his web site is quite troubling and presents a

serious image problem. I assume that dealing with e-mail is your number

one Internet challenge. I have an outline for an auto- respond/filtering

system that I could present to you and other interested staff. After

escorting a Canadian researcher around the legislature the other month, it

is clear that the legislature also needs a sophisticated and flexible

incoming e-mail constituent support system. This should be the first

challenge to the Internet community - help Ventura sort his e-mail such

that it becomes an effective means of citizen communication. Placing the

software that is built into the public domain (open source) would make it

possible for Governors and others to use the system around the world and

result in community improvements to the software.

5. Citizen Interaction - In the end, one-way communication to any

elected official (in any medium) has a limited effect. The

opportunity to provide visitors to your web site with the ability to

discuss public issues with one another is an exciting opportunity.

Minnesota is recognized around the world as the leader in politics online.

The question for us all is, what next? What can we do as Minnesotans

with the Internet to fundamentally improve democracy and citizen

participation. I don't have the specific answer, but I think it has

something to do with building a public/private/non-profit online

partnership for topic-based online policy development and citizen

interaction. Through Minnesota E-Democracy <http://www.e-democracy.org>,

a non-profit for which I am Board Chair, we are laying the groundwork for

such an effort. We have the noisy online "rotunda," but feel Minnesota

needs deliberative "virtual committee rooms." I look forward to

presenting this in more detail to your staff. To be useful together we

need to create an effort that your office can participate in and link to

online without additional interactive work being placed on your office's

shoulders. In fact, it may represent the best online diversions for

people to spend more time talking with each other (instead of always send

you e- mail) and in the end being more effective citizens.

Ultimately, I want to see Governor Ventura's Office lead by example

with government online. Your office needs a point person not only on your

office web activities, but someone who ensure Governor support for the

North Star government-wide online effort. In the end, most of what

provides good service to the citizen should be in an integrated North Star

directory, but without strong visionary leadership the silos of government

service will continue forever. It is time for real reform - one step at a

time.

Thank you for taking the time to read my suggestions and advice. I

can be reach via telephone at (612)822-8667 or e-mail at

<clift@publicus.net>. You may also read my article or view my

presentations from the web at <http://www.publicus.net>.

Attachments:

C:\My Documents\One Government.doc