Presentation from the Austin Regional CIO Conference on August 14, 2018. Uber, Amazon, Alexa, Siri, AirBnB – these are just a few of the innovations that have given rise to entirely new paradigms in customer experience. Can government do the same? Absolutely. There’s not really much choice. Sooner or later, it must be done. The good news is that it’s closer and more attainable than one might think. This session looks at innovative tools and strategies that can revamp and revitalize government’s relationship with its citizens.

2. U B E R I Z I N G G OV E R N M E N T
@ D U ST I N H A I S L E R

4. U B E R I Z I N G
V E R B - TO S U B J E C T ( A N I N D U ST RY ) TO A
B U S I N E S S M O D E L I N W H I C H S E RV I C E S A R E
O F F E R E D O N D E M A N D T H RO U G H D I R E C T
CO N TAC T B E T W E E N A C U STO M E R A N D A
S U P P L I E R .

5. U B E R I Z I N G T H E WO R K O F G OV E R N M E N T
T H E T E C H O F G OV E R N M E N T
T H E E X P E R I E N C E O F G OV E R N M E N T

6. T H E E X P E R I E N C E O F G OV E R N M E N T

7. 2018
Local Government
CIO Priorities

8. OVERALL
USER
EXPERIENCE
EXPERIENCE LAYER (CHANNELS)
APPLICATION/SERVICE LAYER
INFRASTRUCTURE / DATA LAYER
USERS/BUSINESSES/EMPLOYEES

9. Experience: Government-Hosted
Channel: Government-Owned
The Future Government Experience

11. Uberizing the public
transportation experience.

12. Experience: Government-Hosted
Channel: Government-Owned
Experience: Government-Hosted
Channel: Third-Party Owned
The Future Government Experience

14. Link: http://www.govtech.com/map/?t=artificial+intelligence

15. Experience: Government-Hosted
Channel: Government-Owned
Experience: Government-Hosted
Channel: Third-Party Owned
Experience: Third-Party Hosted
Channel: Third-Party Owned
The Future Government Experience

18. In the future, government agencies
must be able to support all three use-
cases simultaneously.

19. G OV E R N M E N T
E X P E R I E N C E
G OV E R N M E N T I N F R A ST RU C T U R E DATA L AY E R
G OV E R N M E N T A P P L I C AT I O N S
G OV E R N M E N T S E RV I C E A P I S
T H I R D - PA RT Y
E X P E R I E N C E
G OV E R N M E N T
E X P E R I E N C E
O F F L I N EO F F L I N E

21. T H E WO R K O F G OV E R N M E N T

22. 2018
Local Government
CIO Priorities

23. Existing roles and new hiring strategies are
having a hard time keeping pace.

24. O N - D E M A N D W O R K E R S S O F T WA R E - D E F I N E D WO R K E R S
This Requires Looking At New Models of Government Work On-Demand

25. O N - D E M A N D WO R K E R S

26. The fastest growing segment of work
are task-based, on-demand roles.

27. Source: Kleiner Perkins 2018 - Mary Meeker Internet Trends Report

28. Source:KleinerPerkins2018-MaryMeekerInternetTrendsReport

31. And there are now employment marketplace places to support them.

33. Estimated by that over 50% of the
American workforce will be freelancing to
some capacity by 2020.
Source: Intuit

34. And it’s starting to change how the
regulatory environment approaches work.

35. S O F T WA R E - D E F I N E D WO R K E R S

36. Software-defined roles are job functions that are staffed by artificial
intelligence or other automation technologies.

37. Class 0: Standard, Non-Automated Employees
Example Software-defined Roles

38. Class 1: Robot Process Automation
Example: Automated IT Tasks
Example Software-defined Roles

39. Source: Process Street
Class 1:
Robotic Process
Automation (RPA)

40. Class 1: Robot Process Automation
Example: Automated IT Tasks
Class 2: Cognitive Automation
Example: Chatbots, NLP
Example Software-defined Roles

41. C RO S S -
P L AT FO R M
C H AT B OTS

43. Class 1: Robot Process Automation
Example: Automated IT Tasks
Class 2: Cognitive Automation
Example: Chatbots, NLP
Class 3: Reasoning/Learning
Cognitive Automation
Example: Watson
Example Software-defined Roles

44. 83%
31%
4%

45. M O ST L I K E LY TO B E S O F T WA R E - D E F I N E D

46. L E A ST L I K E LY TO B E S O F T WA R E - D E F I N E D

47. Just remember, automated roles that interface with
government will be inside and outside of government..

48. https://www.youtube.com/watch?v=bd1mEm2Fy08

49. T H E T E C H O F G OV E R N M E N T

50. On-demand tech infrastructure is not
just about cloud…

51. Local
government
agencies and
the cloud.

53. nor is it just about data…

55. New tech on-demand models and
capabilities continue to emerge…

56. Cloud Service Broker (CSB)

57. A N D N O W C A N N O W ACC E S S A I & DATA-S C I E N C E
C A PA B I L I T I E S O N D E M A N D

58. it’s ultimately about orchestration.

59. G OV E R N M E N T
E X P E R I E N C E
G OV E R N M E N T I N F R A ST RU C T U R E DATA L AY E R
G OV E R N M E N T A P P L I C AT I O N S
G OV E R N M E N T S E RV I C E A P I S
T H I R D - PA RT Y
E X P E R I E N C E
G OV E R N M E N T
E X P E R I E N C E
O F F L I N EO F F L I N E

60. G OV E R N M E N T
E X P E R I E N C E
G OV E R N M E N T I N F R A ST RU C T U R E DATA L AY E R
G OV E R N M E N T A P P L I C AT I O N S
G OV E R N M E N T S E RV I C E A P I S
T H I R D - PA RT Y
E X P E R I E N C E
G OV E R N M E N T
E X P E R I E N C E
O F F L I N EO F F L I N E

61. Experience: Government-Hosted
Channel: Government-Owned
Experience: Government-Hosted
Channel: Third-Party Owned
Experience: Third-Party Hosted
Channel: Third-Party Owned
The Future Government Experience
Class 1: Robot Process Automation
Example: Automated IT Tasks
Class 2: Cognitive Automation
Example: Chatbots, NLP
Class 3: Reasoning/Learning
Cognitive Automation
Example: Watson
Class 0: Standard Employees

62. U B E R I Z E D G OV E R N M E N T I N AC T I O N

63. STA N DA R D T R A F F I C C A M E R A

64. STA N DA R D T R A F F I C C A M E R A
CO U N T V E H I C L E S / T Y P E S

65. STA N DA R D T R A F F I C C A M E R A
C A LC U L AT E S P E E D

66. STA N DA R D T R A F F I C C A M E R A
A N A LYS I S W E AT H E R PAT T E R N S

67. STA N DA R D T R A F F I C C A M E R A
A N A LY Z E W E A R F RO M
ACC I D E N TS

68. STA N DA R D T R A F F I C C A M E R A
A N T I C I PAT E A N D S C H E D U L E
M A I N T E N A N C E O N P OT E N T I A L ROA D
FA I LU R E S ( P OT H O L E S ) B E FO R E
T H EY H A P P E N

71. S H OTS P OT T E R G U N S H OT
D E T E C T E D

72. AU TO N O M O U S D R O N E + S Q UA D
C A R RO U T E D BY C A D SYST E M

73. D RO N E V I D E O S U RV E I L L A N C E
I N I T I AT E D

74. D RO N E V I D E O S U RV E I L L A N C E
I N I T I AT E D
I N - RO U T E
O F F I C E R
CO M M A N D
C E N T E R

75. D RO N E V I D E O S U RV E I L L A N C E
I N I T I AT E D
I N - RO U T E
O F F I C E R
CO M M A N D
C E N T E R
R E A L-T I M E V I D E O
A L L I N L E SS T H A N 5 M I N U T E S

77. So where do you start?

78. W H AT ’S N E E D E D
1. Training on Technology Trends & Futures
2. Public-Private-Sector Partnership & Collaboration
3. Frameworks (& Experiments) for Roles and Tech Co-Existing
4. Consortiums to Share Industry Standards & Knowledge
5. Educating and Conditioning Executives & Governing Boards

79. Open Discussion
Dustin Haisler | Chief Innovation Officer
dhaisler@erepublic.com