An in-progress concept to stimulate growth of public services, fueled by new government infrastructure.
Infrastructure yields employment & improved communications.
- In general, emerging technologies & infrastructure (horizontals) spur innovation of new services, fueling growth & employment.
- In Web 2.0 mash-ups, niche services (verticals) use existing infrastructure and experts’ content to create valuable user experiences.
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.
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Public infrastructure powered by search
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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
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
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
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