The document discusses how disruptive technologies that were initially inferior, like personal computers and mobile phones, ended up disrupting established industries. It then summarizes statistics around the digital divide and increasing mobile internet usage in the US. Finally, it outlines strategies for government agencies to develop digital and mobile-friendly services, like treating content as structured data and adapting it across different devices and formats.
11. “ In industry after industry, the
new technologies that had
brought the big, established
companies to their knees
weren’t better or more advanced
— they were actually worse. The
new products were
low-end, dumb, shoddy, and in
almost every way inferior.
29. 55% OF AMERICANS WHO USE THEIR
MOBILE PHONES TO GO ONLINE
ONLY OR MOSTLY USE THE
INTERNET ON THEIR MOBILES
30. 55% OF AMERICANS WHO USE THEIR
MOBILE PHONES TO GO ONLINE
31%
OF ALL AMERICANS
ONLY OR MOSTLY USE THE
INTERNET ON THEIR MOBILES
31. 55% OF AMERICANS WHO USE THEIR
MOBILE PHONES TO GO ONLINE
39%
OF NO-COLLEGE AMERICANS
ONLY OR MOSTLY USE THE
INTERNET ON THEIR MOBILES
32. 55% OF AMERICANS WHO USE THEIR
MOBILE PHONES TO GO ONLINE
43%
OF LOW-INCOME AMERICANS
ONLY OR MOSTLY USE THE
INTERNET ON THEIR MOBILES
33. 55% OF AMERICANS WHO USE THEIR
MOBILE PHONES TO GO ONLINE
42%
OF HISPANIC AMERICANS
ONLY OR MOSTLY USE THE
INTERNET ON THEIR MOBILES
34. 55% OF AMERICANS WHO USE THEIR
MOBILE PHONES TO GO ONLINE
51%
OF BLACK AMERICANS
ONLY OR MOSTLY USE THE
INTERNET ON THEIR MOBILES
35. Mobile was the final frontier in the
access revolution. It has erased the
digital divide. A mobile device is the
internet for many people.
— Susannah Fox, Pew Research
53. 1.Conduct research to understand the
customer’s business, needs, and desires
2.Make content more available and
accessible through multiple, device-
54. 1.Conduct research to understand the
customer’s business, needs, and desires
2.Make content more available and
accessible through multiple, device-
3.Make content more accurate and
understandable by maintaining plain
language and content freshness
55. 1.Conduct research to understand the
customer’s business, needs, and desires
2.Make content more available and
accessible through multiple, device-
3.Make content more accurate and
understandable by maintaining plain
language and content freshness
4.Offer easy paths for feedback to ensure
we continually improve service delivery
56. RESEARCH + PLANNING
2.Make content more available and
accessible through multiple, device-
3.Make content more accurate and
understandable by maintaining plain
language and content freshness
4.Offer easy paths for feedback to ensure
we continually improve service delivery
57. RESEARCH + PLANNING
ADAPTIVE CONTENT
3.Make content more accurate and
understandable by maintaining plain
language and content freshness
4.Offer easy paths for feedback to ensure
we continually improve service delivery
58. RESEARCH + PLANNING
ADAPTIVE CONTENT
WRITING + EDITING
4.Offer easy paths for feedback to ensure
we continually improve service delivery
61. US GOV MOBILE ROADMAP
WITHIN THREE MONTHS:
Engage with customers to identify the
highest priority services to optimize for
mobile.
62. US GOV MOBILE ROADMAP
WITHIN THREE MONTHS:
Engage with customers to identify the
highest priority services to optimize for
mobile.
WITHIN ONE YEAR:
Make two key services available on mobile
63. US GOV MOBILE ROADMAP
WITHIN THREE MONTHS:
Engage with customers to identify the
highest priority services to optimize for
mobile.
WITHIN ONE YEAR:
Make two key services available on mobile
WHEN PRACTICAL:
Publish a plan for improving additional
69. We need to treat all content as data,
turning any unstructured content
into structured data, then ensure all
structured data are associated with
valid metadata.
70. 43% OF FEDERAL AGENCIES DO
NOT USE A CMS TO
PUBLISH ONLINE CONTENT.
78. Rather than thinking primarily about
the final presentation—publishing
web pages, mobile applications, or
brochures— government agencies
need to take an “information-
centric” approach.
79. These three layers
PRESENTATION LAYER separate information
Websites + Apps
creation from
information
presentation—
PLATFORM LAYER
allowing us to create
Systems + APIs content and data once,
and then use it in
different ways.
In effect, this model
INFORMATION LAYER
Data + Content
represents a
fundamental shift
from the way our
82. “ Providing information through
web APIs helps us architect for
interoperability and openness,
and makes data assets freely
available for use within
agencies, between agencies, in
the private sector, or by citizens.
83. Just look at how the government’s
release of GPS and weather data
fueled billion dollar industries.
86. Federal agencies are required to
write all new publications, forms and
publicly distributed documents in a
“clear, concise, well-organized”
manner.
99. “ We now have an opportunity to
break free from the inefficient,
costly, and fragmented practices
of the past, build a sound
governance structure for digital
services, and do mobile “right”
from the beginning.
100. YOU DON'T GET TO DECIDE
WHICH DEVICE PEOPLE USE TO
ACCESS YOUR CONTENT.
THEY DO.
101. There’s no wrong door for
accessing government services.
— Federal CIO Steven VanRoekel
103. Ultimately, this strategy aims to be
disruptive. It provides a platform to
fundamentally shift how government
connects with, and provides services
to, the American people.
— Federal CIO Steven VanRoekel