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Public innovation
through infrastructure powered by search
An in-progress concept to stimulate growth of public services,
fueled by new government infrastructure

Purpose: Framework for strategic business development
Intended audience: Team members in ongoing & potential projects




Bjørn Tennøe
Senior consultant search UX
Microsoft Enterprise Search – Global Services
Summary:
Unique potential for public innovation in Norway

• Together, public agencies and FAST should study
  the potential of innovation in a national
  infrastructure powered by search.

Theory: Infrastructure yields employment                New public   New private
         & improved communications
• In general, emerging technologies & infrastructure
  (horizontals) spur innovation of new services,
  fuelling growth & employment.
• In Web 2.0 mash-ups, niche services (verticals) use
  existing infrastructure and experts’ content to
  create valuable user experiences.
                                                         Public
                                                        & private
Application: New national service infrastructure
• Norway has the potential to create a unique
  infrastructure that generates new public services.
• The uniqueness in Norway is due to the fact that
  this is the only place where we find both:
  • A well performing social democracy.
  • A global centre on enterprise search.
Norway’s unique potential:
Democracy & Search




Speaker’s notes
Let’s glance quickly at the potential Web 2.0 and search
offers for Norway’s public services.
Speaker’s notes
Web 2.0 enabling new public services   During the US 2009 presidential election,
                                       26% of all voters were contacted in person
The growth of e-democracy              by Barack Obama’s campaign team. The
                                       distributed effort depended on online
                                       collaboration & communication tools.
                                       In contrast, only 3% of Swedish voters were
                                       contacted by Socialdemokraterna in the
                                       2006 election. Since the party regard
                                       themselves as a “people’s movement” they
                                       are actively looking into how this situation
                                       can be remedied, and are launching multiple
                                       online initiatives in 2009.




                                                                                      4
US & EU strategy:
New infrastructure creates employment & growth
      “The state of the economy calls for action,                  Opportunity:           Opportunity:
      bold and swift, and we will act—not only to                  Stimulate private      Growth &
      create new jobs but to lay a new                             sector & improve       Business incubation
      foundation for growth.                                       public communication
      [We will] invest in transportation,
      environmental protection, and other
      infrastructures that will provide long-term                  Horizontals              Verticals
      economic benefits”
      – Barack Obama,
      Recovery and Reinvestment Act of 2009

      “Accelerate employment and productivity growth via:
      The Knowledge Society – Promote information and
      communication technologies.
      The Internal Market – Urgent action to create a single
      market for services.                                           Content                 Users
      The Business Climate – Reduce the administrative
      burden; improve the quality of legislation; facilitate the
      rapid start-up of new enterprises and create an
      environment more supportive to businesses.
      The Labour Market – Develop lifelong learning strategies.                           Opportunity:
      Environmental Sustainability – Spread eco-innovations;                              Employment &
      pursue policies for long-term and sustained
      improvements in productivity through eco-efficiency.“
                                                                                          better services
      – EU’s Lisbon Strategy, February 2005                                                                     5
Public content providers must cooperate
for financial, technical & editorial resources
We don’t have the resources to
develop and maintain sophisticated
web services.

Attendee, Polytechnic Society public
services seminar, March 2009
                                                        Horizontals   Verticals

Does everybody have to run a social
network?


Attendee, DOGA public services
seminar, March 2009

                                        Opportunity:
                                                         Content       Users
Legally binding documents must be       Efficient use
formulated in judicial language. We     of resources
need a UGC alternative for laypeople.

Sintef report to FAD,
November 2008

                                                                                  6
Innovation theory
 New technology drives innovation of new
 services
 Horizontal:                              Speaker’s notes
infrastructure                             New infrastructure, including
                                           hardware and software
providers                                  innovations, augments
                                           existing infrastructure. New
                                           opportunities emerge for
                                           specialized services.
                                           With Web 2.0, infrastructure
                                           and specialized providers
                                           benefit from each other as
                                           they build on each other’s
                                           strengths.




 New                 Vertical:
 Existing           Specialised service
                     providers
                                                                           7
Virtuous circle for mashups powered by search
    Example scenario: Oakland Crimespotting
                Microsoft               Horizontal’s benefit:     Vertical’s benefit:
                Virtual Earth           Ad revenue & other        Contributing
                                        monetization strategies   Citizenship
Speaker’s notes
1. When online maps were
introduced, they represented a new
infrastructure/ horizontal.                                                             Speaker’s notes
                                             Horizontals               Verticals
2. This enabled third parties,                                                          So called eGovGeeks create services
including NGOs, to become service                                                       not to make money, but to be
providers or verticals. In this                                                         responsible citizens. An example is
example, the vertical does not                                                          Oakland Crimespotting, that exposes
produce neither content nor                                                             statistics from local law enforcement
infrastructure, but merely offers a                                                     through the MS Virtual Earth
new user experience. This is                                                            infrastructure.
common for Web 2.0 mash-ups.
3. Users are able to access content
in new ways.
4. Content owners can be passive              Content                    Users
benefactors, and often see traffic is
driven back to them.


                                        Content provider’s         User’s benefit:
                                        benefit:                   Access,
                                        Publication,               understanding &
                                        feedback                   contribution
Youngstorget:
Where democracy meets search

                                                                       You!

                Norway’s unique potential
                  Well functioning
                  social democracy
                + Global centre on
                  enterprise search
                = New portal for access
                  to public information
                New, independently created
                                               Speaker’s notes
                user experiences thriving on
                new infrastructure             Norway has a unique potential for
                                               democratic innovation. The combination of a
                                               social democracy and an enterprise search
                                               center (FAST) is only found here. Since
                                               search is a key enabler for online services,
                                               Norway’s government can facilitate a new
                                               infrastructure on which innovation of
                                               specialized services can take place.           9
Example:
Public transportation – before & after search federation


                                                           Open APIs



   Horizontals                   Verticals   Horizontals               Verticals




                 Before                                    After


    Content                        Users      Content                   Users




      ”We don’t support Google
      Transit because it’s proprietary”
Web 2.0, public services & search
Virtuous circle for government mashups
                     Horizontal’s benefit:   Vertical’s benefit:                       Private
                                                                                       & public
                     Meet government         Monetization,
                     mandate                 participation



                          Horizontals             Verticals
                                                                   Speaker’s notes
                                                                   As a conceptual exercise,
                                                                   consider how public services
                                                                   can make their data
                                                                   accessible online. E.g. for the
                                                                   county of Oslo, endless
                                                                   opportunities exist for data to
                                                                   be refined, for instance by
                                                                   NRK beta. Such efforts can be
                                                                   enabled by new government
                           Content                  Users          infrastructure, including
                                                                   search.




Public,              Content provider’s       User’s benefit:
private              benefit:                 Access,
& UGC                Publication,             understanding &
                     feedback                 contribution
Search services & user
interfaces



                         12
Goal: Easy                                                                       Speaker’s notes
                                                                                 Modern services powered by
& actionable                                                                     search can be very different
                                                                                 from Google. The user
 Query suggestion                                                                experience can be tailored to
 Help the user                                                                   specific needs.
 express her need




                                                               User context
                                                               Enable personalized
                        19:00                                  experiences
 Actionable results     (first show)
 – Intentify quickly
 – Act easily


                                                                                        Free     Any       $$$


                                                                                        Familiar Any   Surprise

                                                               Drill down
                        21:00          Las Vegas Restaurants   Based on user’s
 Category Tips                                                 preferences
 Navigation
 presented as results


                                                                                                                 13
Legacy search               http://www.statnett.no/en/Search/?quicksearchqu

performance

Example: Web site of
Norwegian public agency
Statnett (2009)                                                        Various usability issues:
For many public agencies,                                              E.g. query removed from
the current search                        Missing expansions:          input field
                                          Spelling correction &
performance is lacking
                                          geographical expansion
when compared to
enterprise-level search                                                                       False positive:
                                                                                              No occurence of search
standards.
                                                                                              term

                                                                                              Unactionable result:
                                                                                              Hard to deduce relevancy
                                                                                              of result

                                                                                              Missing content:
                                 Missing content                                              E.g. no PDFs in recall

                                                              False drilldown:
                                                              Yields 0 results




                                                                                                                         14
Erroneous hit from                         http://www.statnett.no/no/Prosjekter/Orskog---Far
                               False positive:
public search portal           Menu items erro-
                               neously interpreted
                               as document content
Due to the way public          by external search
search engines look for
information, the quality
they deliver is not optimal.




                                                                                               15
Enterprise                                          http://www.statnett.no/en/Search/powerline+balsf

performance 1/2
                                                                   powerline balsfjord                                 Search
• Enterprise search engines
                                  www.statnett.no | Other public agencies | The Web
  enable numerous
  opportunities for easy and      Results 1 - 10 of 16 from statnett.no for balsfjord                               Query enrichment: Add
  actionable access to critical      Including Mestervik (place) in search for Balsfjord (county) – don’t include   synonyms, stems,
                                                                                                                    Balsfjord in Troms          + Enlarge

  information.                                                                                                      spelling suggestions etc.
                                  Interim Report 04/2008
                                                  • … a new 420 kV power line between Balsfjord and
                                                    Hammerfest in Northern Norway.                                  Scope search: Promote
                                                  • … a new 420 kV power line between Ofoten and Balsfjord.         results where terms
                                                  • The announced 420 kV power line between Ofoten and              have close proximity.
                                                    Balsfjord will also enable regional lines to be dismantled.
                                  statnett.no/…Kvartalsrapporter 2008/Statnett_Q4_2008_English.pdf
                                                                                                                    Duplicate removal:
                                  Show 6 similar results, including:
                                                                                                                    Group similar
                                     • Interim Report 03/2008
                                                                                                                     Filter the results
                                                                                                                    documents
                                     • Interim Report 02/2008
                                     • Interim Report 01/2008                                                        Theme
                                                                                                                     Environment – 5
                                  New demand for grid                                                                Development – 4
                                                                                                                     Cable – 4
                                                         • When considering the quality of local environment
                                                                                   Deep navigators: Show
                                                           and landscape, new power lines should be avoided.         Geography
                                                         • …it is a question of supplying the petroleum sector
                                                                                   relevancy of filters              Troms – 7
                                                           with renewable power in the years to come (link to        Target group
                                                           Balsfjord-Hammerfest)…                                    Everyone – 5
                                  statnett.no/...energy-CO2-and-the-climate/Greater-demand-for-capacity              Politician – 4
                                                                                                                     Landowner – 1
                                  Annual Report 2007
                                                 • …a new 420 kV power line between Balsfjord in the county
                                                   of Troms and Hammerfest in the county of Finnmark.                Related topics
                                                 • A new power line between Balsfjord and Hammerfest, if             Reindeer husbandry
                                                                                  Related searches
                                                   built, will provide greater capacity in the power grid and a      Wind power Troms
                                                   more reliable electricity supply.. document set
                                                                                  in                                 Snøhvit Phase 2
                                  statnett.no/…Statnett/Finans/Årsrapporter/Statnett_2007_engelsk.pdf
                                                                                                                                                            16
                                  4. Quarterly Accounts 2007
Enterprise                                      http://www.statnett.no/en/Search/powerline+balsf

performance 2/2
                                                               powerline balsfjord                                   Search
• Search can be extensively
                              www.statnett.no | Other public agencies | The Web
  tailored to suit user and
  business needs.             Results 1 - 10 of 16 from statnett.no for balsfjord                                Balsfjord in Troms            + Enlarge

                              Ofoten – Balsfjord power line: Community meetings                                                                  C
                                                     Place                            Day                Time    Featured content:
                                                     Rådhuset, Narvik                 torsdag 5. mars    1900    Editorial control for
                                                     Fjellkysten hotell, Lavangen     mandag 9. mars     1900    key topics
                                                     Kommunehuset, Bardu              tirsdag 10. mars   1900
                                                     Kommunehuset, Målselv            onsdag 11. mars    1900                   B
                                                     Rådhuset, Balsfjord              torsdag 12. mars   1900                          Actionable results:
                                                                                                                                       Rich map view

                                                                                                                      A
                              Power lines in Balsfjord – see all 16 including:
                              • Balsfjord – Hammerfest      B - C   420 kV     360 km      Planned (2016)        Actionable results:
                              • Ofoten – Balsfjord          A - B   420 kV     150 km      Planned (2014)
                                                                                                                 Specialthe results
                                                                                                                   Filter results for
                              • Tverråsen – Mestervik         - B   132 kV     N/A         Planned (date N/A)
                                                                                                                 key entities
                                                                                                                   Document types
                                                                                                                   Power lines – 16
                                                                                                                   Maps – 54
                              Maps for balsfjord powerline – see all 54 including:                                 License applications – 16
                                                                                                                   Impact studies – 14
                                                                                                                   Briefs – 13
                                                                                                                   Theme               Richer navigators:
                                                                                                                   Environment – 5     Include own
                                                                                                                   Development – 4     business concepts
                                                                                                                   Cable – 4
                                                                                                                   Geography
                              Ofoten – Balsfjord           balsfjord-kraftlinjekart     Balsfjord – Hammerfest
                                                                                                           User rating:
                                                                                                             Troms – 7
                              User rating:            User rating:            User rating:  Community enriched
                                                                                                             Target group
                                                                                                           relevancy – 5
                                                                                                             Everyone
                                                                                                                   Politician – 4                            17
                              Interim Report 04/2008
Intranet searches

                                                                                                                       Welcome Tricia!  | Site actions  | Help
                       All          People         Content

Search             vacation calendar                                                     Search



 People Results for vacation calendar – Showing first 6 of 470

                Chris ’Capo’ Capossela                                    Dina Dublon                                       Maria Martinez
                 NIBR office Manager                                      Pharma Corp. Finance                             NIBR office Manager
                 +1-555-34556                                             +41 564 73897                                    +1-555-34556
                 pmuller                                                  petram                                           pmuller



                Charles Noski                                             Gurdeep Pall                                      Add a person
                 Pharma Sales Exec                                        Pharma Sales Exec                               to these results
                 +44 555 67686                                            +44 555 67686                 Add              Add myself
                 petem                                                    petem                                           Learn more



 Content Results for vacation calendar – Showing 1-10 of 1,500                                           Actions & insights

Vacation Calendar – Global Services Oslo                                                                 Collaborative result
                   By  Nina Trettenes, modified 2 weeks ago                                              (42)
                   Days left: Bjørn O: 13, Bjørn T: 6, Fredrik: 10, Harald: 5, Oscar: 2, Prasanna: 12,   Bookmarked 25 times
                   Nina: 5, Stein: 5, Vendela: 6                                                         Edit this result
                   Add resource – See 8 hidden links – Edit this result                                  Top users: Charles Noski, Maria Martinez


                                                                                                                                                                   18
Extranet/                                         http://extranet.statnett.no/en/Search/powerline+b

ecosystem search
                                                                powerline balsfjord                            Search
• Extranets powered by                                                                                        Open – Contribute key
  enterprise search offers       www.statnett.no | Other public agencies | The Web | Extranet                 data to trusted partners
  four distinct advantages:                                                                                   with search APIs
                                 Ofoten – Balsfjord power line: Contact persons
1. Open: Allow trusted
   partners to intergrate
   your search, giving access
   to deep, structured data,
   in external applications.                                                                                  Inform – Allow extra
                                                                                                              insight to trusted
2. Inform: Availability of key                                                                                partners
   internal data to trusted,      Public affairs             Project owner               System architect
   external stakeholders.         Grethe Høiland             Kirsten Faugstad            Bjørn Solberg
                                  + 47 480 11 295
3. Collect: Availability of
   external data on own          powerline balsfjord
   search portal.                From the Norwegian Parliament – see all 18 documents including:
                                                                                                              Collect – Provide
4. Collaborate: Allow                                    Skriftlig spørsmål fra Øyvind Korsberg (FrP)         external content by
                                                         23.06.08, besvart 03.07.08 av Terje Riis-Johansen
   employees & partners to                                                                                    using search federation
                                                         • Dette arbeidet er blant annet bakgrunn for
   contribute to the search                                planleggingen av nye 420 kV kraftledninger fra
   result, wiki style. Why?                                Ofoten til Balsfjord og videre til Hammerfest.
  • 80% of organizational                                User rating: 
    data is undocumented.
  • 30% of information           Power lines & ecology                                                        Collaborate – Allow
    searched for is              Community result by Gro Haram (SFT) and 3 more contributors – Edit result    partners to highlight
                                                                                                              valuable information
    undocumented.                                        Selected documents highlighting ecological issues
                                                         for the following power lines: Ofoten - Balsfjord,
  • Distribute the editorial                             Balsfjord - Hammerfest, Varangerbotn - Skogfoss,
    task for On Demand                                   Namsos - Roan, Roan - Trollheim, Nea -
                                                         Järpströmmen, Ørskog - Fardal, Sima -
    fulfilment.                                          Samnanger, Skåreheia - Holen, Netherlands
                                                         cable, Skagerrak 4                                                              19
Ecosystem example:                                  http://kontakt.dep.no/en/Search/balsfjord+power+

Pan-organizational
people finder                     People finder                   Balsfjord power line                                Search
• Services such as LinkedIn
                                  All public agencies | Your agency | The Web
  provide great means of
  getting in touch with           People results 1 – 30 of 225                      View:     Agencies & photos  | Sort by:    Relevancy  | Alert me 
  people, but they don’t          Statnett: Balsfjord power line - see all 18 people including
  have the data to locate
  people on a project basis.                                                                                         Add person
                                                                                                                     to these results
  • E.g. on LinkedIn, only 1
                                                                                                                     Add myself
    result is available for the
    example search term                                                                                              Learn more             + new
    (Q2 2009).                    Public affairs              Project owner                 System architect
                                                                                                                   Balsfjord in Troms         + Enlarge
• A people finder between         Grethe Høiland
                                  + 47 480 111 92
                                                              Kirsten Faugstad              Bjørn Solberg

  trusted partners, e.g.
  across public agencies, can     SFT: Balsfjord power line - see all 18 people including
  become a great
  collaboration tool.
• The service can rely on
  both structured and
  unstructured data as well
  as user generated content.      Editor                      Project owner                 Senior writer           Filter the results
                                  Gro Haram                   John Doe                      Jane Doe
                                                                                                                    Profession
                                  + 47 480 111 92
                                                                                                                    Engineer – 5
                                                                                                                    Politician – 4
                                  Stortinget: Balsfjord power line - 2 people found                                 Researcher – 4
                                                                                                                    See all 5 professions
                                                         4 results for Balsfjord power line including:
                                                                                                                    Related topics
                                                         ”Dette arbeidet er blant annet bakgrunn for                Reindeer husbandry
                                                         planleggingen av nye 420 kV kraftledninger fra             Wind power Troms
                                                         Ofoten til Balsfjord og videre til Hammerfest.”            Snøhvit Phase 2                        20
Transparency & civil efforts
Transparency Now!
A Wired Manifesto – www.tinyurl.com/WiredTransparencyManifesto

         Set the data                    Empower all                     Create an
         free                            investors                       army of
                                                                                                  Horizontals   Verticals
Today, public companies and       Once every company's data        citizen-regulators
financial institutions disclose   carries identical tags, anyone
                                                                   By giving everyone access to
their activities in endless       can manipulate the numbers
                                                                   every piece of data—and
documents stuffed with            to compare performance.
                                                                   making it easy to crunch—we
figures and stats. Instead,       And they can see details of
                                                                   can crowdsource regulation,
they should be forced to file     every financial instrument—
                                                                   creating a self-correcting
using universal tags that         not just balance sheets and
                                                                   financial system and
make the data easy to             income statements.
                                                                   unlocking new ways of
explore.                                                                                           Content       Users
                                                                   measuring the market's
                                                                   health.




“Sunlight is said to be the best of disinfectants.
Electric lights the most efficient policeman”
– Louis Brandeis, US Supreme Court justice,
Harper's Weekly, ca. 1930
More information

Search User Experience and FAST’s UX consultancy
1. Disambiguation
Follow up seminar
                                                                 nokia
Intuitive dialogs powered by search                              nokia phones
                                                                 nokia n73
                                                                 nokia 5310
For teams that want to understand the potential                  nokia.com
of user experience in search                                     nokia india

The presentation focuses on three key concepts
for the development search services:
                                                  2. Actionable results
1. Disambiguation – help the user go
   from vague to clear articulations
2. Actionable results – maximize the value
   of individual search results
3. Search management – understand where                  Buy now            Buy now
                                                       Sunshine cleaning   Local Color
   to focus development resources                      19:00               18:50




                                                  3. Search management




                                                                                         23
FAST’s UX consultancy
• We help clients
  create great User Experiences
• The value:
  1. Increase service value & customer loyalty
     match business, user and technical
     requirements
  2. Decrease process risk
     through visual specifications
• Deliverables include:
  • Interaction design
    For entire services or specifically
    features powered by search
  • Scoping and requirements gathering
    workshops
  • Expert reviews
  • UX best practices



                                                 24
FAST search consultancy contact points

      Search User Experience
      • Bjørn Tennøe
        bjorn.tennoe@fast.no
        +47 480 111 92


      Search Business Consulting (SBC)
      • Define objectives & direction
      • Jan Skjøy
        jan.skjoy@fast.no


      Business Integration Services (BIS)
      • Define the right solution
      • Stein Jacobsen
        stein.jacobsen@fast.no




                                            25
Bjørn Tennøe
Senior consultant search UX
                                microsoft.com /
Microsoft Enterprise Search –
Global Services                 Enterprise Search
Mobile +47 48 01 11 92
                                © 2009 Microsoft Corporation. All rights reserved. Product names are or may be registered trademarks
bjornte@microsoft.com           and/or trademarks in the U.S. and/or other countries. The information herein is for informational purposes
                                only and represents the current view of Microsoft Corporation as of the date of this presentation. Because
                                Microsoft must respond to changing market conditions, it should not be interpreted to be a commitment
                                on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information provided after
                                the date of this presentation. Microsoft makes no warranties, express, implied or statutory, as to the
                                information in this presentation.

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Public infrastructure powered by search

  • 1. CO2 conservation If you have to print this presentation: • Most printers support 2 sided printing. (Win: Print  Properties  Finishing) • This presentation has good readability with 2 slides per page. (Win: Print  Print what  Handout). Public innovation through infrastructure powered by search An in-progress concept to stimulate growth of public services, fueled by new government infrastructure Purpose: Framework for strategic business development Intended audience: Team members in ongoing & potential projects Bjørn Tennøe Senior consultant search UX Microsoft Enterprise Search – Global Services
  • 2. Summary: Unique potential for public innovation in Norway • Together, public agencies and FAST should study the potential of innovation in a national infrastructure powered by search. Theory: Infrastructure yields employment New public New private & improved communications • In general, emerging technologies & infrastructure (horizontals) spur innovation of new services, fuelling growth & employment. • In Web 2.0 mash-ups, niche services (verticals) use existing infrastructure and experts’ content to create valuable user experiences. Public & private Application: New national service infrastructure • Norway has the potential to create a unique infrastructure that generates new public services. • The uniqueness in Norway is due to the fact that this is the only place where we find both: • A well performing social democracy. • A global centre on enterprise search.
  • 3. Norway’s unique potential: Democracy & Search Speaker’s notes Let’s glance quickly at the potential Web 2.0 and search offers for Norway’s public services.
  • 4. Speaker’s notes Web 2.0 enabling new public services During the US 2009 presidential election, 26% of all voters were contacted in person The growth of e-democracy by Barack Obama’s campaign team. The distributed effort depended on online collaboration & communication tools. In contrast, only 3% of Swedish voters were contacted by Socialdemokraterna in the 2006 election. Since the party regard themselves as a “people’s movement” they are actively looking into how this situation can be remedied, and are launching multiple online initiatives in 2009. 4
  • 5. US & EU strategy: New infrastructure creates employment & growth “The state of the economy calls for action, Opportunity: Opportunity: bold and swift, and we will act—not only to Stimulate private Growth & create new jobs but to lay a new sector & improve Business incubation foundation for growth. public communication [We will] invest in transportation, environmental protection, and other infrastructures that will provide long-term Horizontals Verticals economic benefits” – Barack Obama, Recovery and Reinvestment Act of 2009 “Accelerate employment and productivity growth via: The Knowledge Society – Promote information and communication technologies. The Internal Market – Urgent action to create a single market for services. Content Users The Business Climate – Reduce the administrative burden; improve the quality of legislation; facilitate the rapid start-up of new enterprises and create an environment more supportive to businesses. The Labour Market – Develop lifelong learning strategies. Opportunity: Environmental Sustainability – Spread eco-innovations; Employment & pursue policies for long-term and sustained improvements in productivity through eco-efficiency.“ better services – EU’s Lisbon Strategy, February 2005 5
  • 6. Public content providers must cooperate for financial, technical & editorial resources We don’t have the resources to develop and maintain sophisticated web services. Attendee, Polytechnic Society public services seminar, March 2009 Horizontals Verticals Does everybody have to run a social network? Attendee, DOGA public services seminar, March 2009 Opportunity: Content Users Legally binding documents must be Efficient use formulated in judicial language. We of resources need a UGC alternative for laypeople. Sintef report to FAD, November 2008 6
  • 7. Innovation theory New technology drives innovation of new services  Horizontal: Speaker’s notes infrastructure New infrastructure, including hardware and software providers innovations, augments existing infrastructure. New opportunities emerge for specialized services. With Web 2.0, infrastructure and specialized providers benefit from each other as they build on each other’s strengths.  New  Vertical:  Existing Specialised service providers 7
  • 8. Virtuous circle for mashups powered by search Example scenario: Oakland Crimespotting Microsoft Horizontal’s benefit: Vertical’s benefit: Virtual Earth Ad revenue & other Contributing monetization strategies Citizenship Speaker’s notes 1. When online maps were introduced, they represented a new infrastructure/ horizontal. Speaker’s notes Horizontals Verticals 2. This enabled third parties, So called eGovGeeks create services including NGOs, to become service not to make money, but to be providers or verticals. In this responsible citizens. An example is example, the vertical does not Oakland Crimespotting, that exposes produce neither content nor statistics from local law enforcement infrastructure, but merely offers a through the MS Virtual Earth new user experience. This is infrastructure. common for Web 2.0 mash-ups. 3. Users are able to access content in new ways. 4. Content owners can be passive Content Users benefactors, and often see traffic is driven back to them. Content provider’s User’s benefit: benefit: Access, Publication, understanding & feedback contribution
  • 9. Youngstorget: Where democracy meets search You! Norway’s unique potential Well functioning social democracy + Global centre on enterprise search = New portal for access to public information New, independently created Speaker’s notes user experiences thriving on new infrastructure Norway has a unique potential for democratic innovation. The combination of a social democracy and an enterprise search center (FAST) is only found here. Since search is a key enabler for online services, Norway’s government can facilitate a new infrastructure on which innovation of specialized services can take place. 9
  • 10. Example: Public transportation – before & after search federation Open APIs Horizontals Verticals Horizontals Verticals Before After Content Users Content Users ”We don’t support Google Transit because it’s proprietary”
  • 11. Web 2.0, public services & search Virtuous circle for government mashups Horizontal’s benefit: Vertical’s benefit: Private & public Meet government Monetization, mandate participation Horizontals Verticals Speaker’s notes As a conceptual exercise, consider how public services can make their data accessible online. E.g. for the county of Oslo, endless opportunities exist for data to be refined, for instance by NRK beta. Such efforts can be enabled by new government Content Users infrastructure, including search. Public, Content provider’s User’s benefit: private benefit: Access, & UGC Publication, understanding & feedback contribution
  • 12. Search services & user interfaces 12
  • 13. Goal: Easy Speaker’s notes Modern services powered by & actionable search can be very different from Google. The user Query suggestion experience can be tailored to Help the user specific needs. express her need User context Enable personalized 19:00 experiences Actionable results (first show) – Intentify quickly – Act easily Free Any $$$ Familiar Any Surprise Drill down 21:00 Las Vegas Restaurants Based on user’s Category Tips preferences Navigation presented as results 13
  • 14. Legacy search http://www.statnett.no/en/Search/?quicksearchqu performance Example: Web site of Norwegian public agency Statnett (2009) Various usability issues: For many public agencies, E.g. query removed from the current search Missing expansions: input field Spelling correction & performance is lacking geographical expansion when compared to enterprise-level search False positive: No occurence of search standards. term Unactionable result: Hard to deduce relevancy of result Missing content: Missing content E.g. no PDFs in recall False drilldown: Yields 0 results 14
  • 15. Erroneous hit from http://www.statnett.no/no/Prosjekter/Orskog---Far False positive: public search portal Menu items erro- neously interpreted as document content Due to the way public by external search search engines look for information, the quality they deliver is not optimal. 15
  • 16. Enterprise http://www.statnett.no/en/Search/powerline+balsf performance 1/2 powerline balsfjord Search • Enterprise search engines www.statnett.no | Other public agencies | The Web enable numerous opportunities for easy and Results 1 - 10 of 16 from statnett.no for balsfjord Query enrichment: Add actionable access to critical Including Mestervik (place) in search for Balsfjord (county) – don’t include synonyms, stems, Balsfjord in Troms + Enlarge information. spelling suggestions etc. Interim Report 04/2008 • … a new 420 kV power line between Balsfjord and Hammerfest in Northern Norway. Scope search: Promote • … a new 420 kV power line between Ofoten and Balsfjord. results where terms • The announced 420 kV power line between Ofoten and have close proximity. Balsfjord will also enable regional lines to be dismantled. statnett.no/…Kvartalsrapporter 2008/Statnett_Q4_2008_English.pdf Duplicate removal: Show 6 similar results, including: Group similar • Interim Report 03/2008 Filter the results documents • Interim Report 02/2008 • Interim Report 01/2008 Theme Environment – 5 New demand for grid Development – 4 Cable – 4 • When considering the quality of local environment Deep navigators: Show and landscape, new power lines should be avoided. Geography • …it is a question of supplying the petroleum sector relevancy of filters Troms – 7 with renewable power in the years to come (link to Target group Balsfjord-Hammerfest)… Everyone – 5 statnett.no/...energy-CO2-and-the-climate/Greater-demand-for-capacity Politician – 4 Landowner – 1 Annual Report 2007 • …a new 420 kV power line between Balsfjord in the county of Troms and Hammerfest in the county of Finnmark. Related topics • A new power line between Balsfjord and Hammerfest, if Reindeer husbandry Related searches built, will provide greater capacity in the power grid and a Wind power Troms more reliable electricity supply.. document set in Snøhvit Phase 2 statnett.no/…Statnett/Finans/Årsrapporter/Statnett_2007_engelsk.pdf 16 4. Quarterly Accounts 2007
  • 17. Enterprise http://www.statnett.no/en/Search/powerline+balsf performance 2/2 powerline balsfjord Search • Search can be extensively www.statnett.no | Other public agencies | The Web tailored to suit user and business needs. Results 1 - 10 of 16 from statnett.no for balsfjord Balsfjord in Troms + Enlarge Ofoten – Balsfjord power line: Community meetings C Place Day Time Featured content: Rådhuset, Narvik torsdag 5. mars 1900 Editorial control for Fjellkysten hotell, Lavangen mandag 9. mars 1900 key topics Kommunehuset, Bardu tirsdag 10. mars 1900 Kommunehuset, Målselv onsdag 11. mars 1900 B Rådhuset, Balsfjord torsdag 12. mars 1900 Actionable results: Rich map view A Power lines in Balsfjord – see all 16 including: • Balsfjord – Hammerfest B - C 420 kV 360 km Planned (2016) Actionable results: • Ofoten – Balsfjord A - B 420 kV 150 km Planned (2014) Specialthe results Filter results for • Tverråsen – Mestervik - B 132 kV N/A Planned (date N/A) key entities Document types Power lines – 16 Maps – 54 Maps for balsfjord powerline – see all 54 including: License applications – 16 Impact studies – 14 Briefs – 13 Theme Richer navigators: Environment – 5 Include own Development – 4 business concepts Cable – 4 Geography Ofoten – Balsfjord balsfjord-kraftlinjekart Balsfjord – Hammerfest User rating: Troms – 7 User rating:  User rating:  User rating:  Community enriched Target group relevancy – 5 Everyone Politician – 4 17 Interim Report 04/2008
  • 18. Intranet searches Welcome Tricia!  | Site actions  | Help All People Content Search vacation calendar Search People Results for vacation calendar – Showing first 6 of 470 Chris ’Capo’ Capossela Dina Dublon Maria Martinez  NIBR office Manager  Pharma Corp. Finance  NIBR office Manager  +1-555-34556  +41 564 73897  +1-555-34556  pmuller  petram  pmuller Charles Noski Gurdeep Pall Add a person  Pharma Sales Exec  Pharma Sales Exec to these results  +44 555 67686  +44 555 67686  Add Add myself  petem  petem Learn more Content Results for vacation calendar – Showing 1-10 of 1,500 Actions & insights Vacation Calendar – Global Services Oslo Collaborative result By  Nina Trettenes, modified 2 weeks ago  (42) Days left: Bjørn O: 13, Bjørn T: 6, Fredrik: 10, Harald: 5, Oscar: 2, Prasanna: 12, Bookmarked 25 times Nina: 5, Stein: 5, Vendela: 6 Edit this result Add resource – See 8 hidden links – Edit this result Top users: Charles Noski, Maria Martinez 18
  • 19. Extranet/ http://extranet.statnett.no/en/Search/powerline+b ecosystem search powerline balsfjord Search • Extranets powered by Open – Contribute key enterprise search offers www.statnett.no | Other public agencies | The Web | Extranet data to trusted partners four distinct advantages: with search APIs Ofoten – Balsfjord power line: Contact persons 1. Open: Allow trusted partners to intergrate your search, giving access to deep, structured data, in external applications. Inform – Allow extra insight to trusted 2. Inform: Availability of key partners internal data to trusted, Public affairs Project owner System architect external stakeholders. Grethe Høiland Kirsten Faugstad Bjørn Solberg + 47 480 11 295 3. Collect: Availability of external data on own powerline balsfjord search portal. From the Norwegian Parliament – see all 18 documents including: Collect – Provide 4. Collaborate: Allow Skriftlig spørsmål fra Øyvind Korsberg (FrP) external content by 23.06.08, besvart 03.07.08 av Terje Riis-Johansen employees & partners to using search federation • Dette arbeidet er blant annet bakgrunn for contribute to the search planleggingen av nye 420 kV kraftledninger fra result, wiki style. Why? Ofoten til Balsfjord og videre til Hammerfest. • 80% of organizational User rating:  data is undocumented. • 30% of information Power lines & ecology Collaborate – Allow searched for is Community result by Gro Haram (SFT) and 3 more contributors – Edit result partners to highlight valuable information undocumented. Selected documents highlighting ecological issues for the following power lines: Ofoten - Balsfjord, • Distribute the editorial Balsfjord - Hammerfest, Varangerbotn - Skogfoss, task for On Demand Namsos - Roan, Roan - Trollheim, Nea - Järpströmmen, Ørskog - Fardal, Sima - fulfilment. Samnanger, Skåreheia - Holen, Netherlands cable, Skagerrak 4 19
  • 20. Ecosystem example: http://kontakt.dep.no/en/Search/balsfjord+power+ Pan-organizational people finder People finder Balsfjord power line Search • Services such as LinkedIn All public agencies | Your agency | The Web provide great means of getting in touch with People results 1 – 30 of 225 View: Agencies & photos  | Sort by: Relevancy  | Alert me  people, but they don’t Statnett: Balsfjord power line - see all 18 people including have the data to locate people on a project basis. Add person to these results • E.g. on LinkedIn, only 1 Add myself result is available for the example search term Learn more + new (Q2 2009). Public affairs Project owner System architect Balsfjord in Troms + Enlarge • A people finder between Grethe Høiland + 47 480 111 92 Kirsten Faugstad Bjørn Solberg trusted partners, e.g. across public agencies, can SFT: Balsfjord power line - see all 18 people including become a great collaboration tool. • The service can rely on both structured and unstructured data as well as user generated content. Editor Project owner Senior writer Filter the results Gro Haram John Doe Jane Doe Profession + 47 480 111 92 Engineer – 5 Politician – 4 Stortinget: Balsfjord power line - 2 people found Researcher – 4 See all 5 professions 4 results for Balsfjord power line including: Related topics ”Dette arbeidet er blant annet bakgrunn for Reindeer husbandry planleggingen av nye 420 kV kraftledninger fra Wind power Troms Ofoten til Balsfjord og videre til Hammerfest.” Snøhvit Phase 2 20
  • 21. Transparency & civil efforts Transparency Now! A Wired Manifesto – www.tinyurl.com/WiredTransparencyManifesto Set the data Empower all Create an free investors army of Horizontals Verticals Today, public companies and Once every company's data citizen-regulators financial institutions disclose carries identical tags, anyone By giving everyone access to their activities in endless can manipulate the numbers every piece of data—and documents stuffed with to compare performance. making it easy to crunch—we figures and stats. Instead, And they can see details of can crowdsource regulation, they should be forced to file every financial instrument— creating a self-correcting using universal tags that not just balance sheets and financial system and make the data easy to income statements. unlocking new ways of explore. Content Users measuring the market's health. “Sunlight is said to be the best of disinfectants. Electric lights the most efficient policeman” – Louis Brandeis, US Supreme Court justice, Harper's Weekly, ca. 1930
  • 22. More information Search User Experience and FAST’s UX consultancy
  • 23. 1. Disambiguation Follow up seminar nokia Intuitive dialogs powered by search nokia phones nokia n73 nokia 5310 For teams that want to understand the potential nokia.com of user experience in search nokia india The presentation focuses on three key concepts for the development search services: 2. Actionable results 1. Disambiguation – help the user go from vague to clear articulations 2. Actionable results – maximize the value of individual search results 3. Search management – understand where  Buy now  Buy now Sunshine cleaning Local Color to focus development resources 19:00 18:50 3. Search management 23
  • 24. FAST’s UX consultancy • We help clients create great User Experiences • The value: 1. Increase service value & customer loyalty match business, user and technical requirements 2. Decrease process risk through visual specifications • Deliverables include: • Interaction design For entire services or specifically features powered by search • Scoping and requirements gathering workshops • Expert reviews • UX best practices 24
  • 25. FAST search consultancy contact points Search User Experience • Bjørn Tennøe bjorn.tennoe@fast.no +47 480 111 92 Search Business Consulting (SBC) • Define objectives & direction • Jan Skjøy jan.skjoy@fast.no Business Integration Services (BIS) • Define the right solution • Stein Jacobsen stein.jacobsen@fast.no 25
  • 26. Bjørn Tennøe Senior consultant search UX microsoft.com / Microsoft Enterprise Search – Global Services Enterprise Search Mobile +47 48 01 11 92 © 2009 Microsoft Corporation. All rights reserved. Product names are or may be registered trademarks bjornte@microsoft.com and/or trademarks in the U.S. and/or other countries. The information herein is for informational purposes only and represents the current view of Microsoft Corporation as of the date of this presentation. Because Microsoft must respond to changing market conditions, it should not be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information provided after the date of this presentation. Microsoft makes no warranties, express, implied or statutory, as to the information in this presentation.