As government agencies implement technologies that allow for increased collaboration and participation, a panel of experts at Personal Democracy Forum discussed how they see citizens acting more and more like customers.  And this means that government reciprocally is starting to act like a business.  But what does that entail?  Government needs to engage, offer customer service, and innovate.  And government can’t do that alone.  Here are some solutions:

Mark Bonchek sees prizes and challenges leading to improved crowdsourcing and collaboration.  He cited the  “Apps for Healthy Kids” contest inspired by First Lady Michelle Obama as one example.  He also noted the Department of Education’s http://Innovation.ed.gov as a collaboration model, as the site not only takes ideas, but also offers a multi-dimensional rating system, marketplace for resources, and currency for participation.

Gwynne Kostin, a thought leader on Gov 2.0 and Co-Director of the new Center for New Media & Citizen Engagement at the U.S. General Services Administration, advocated for the use of a scientific method in selecting government technologies.   This includes researching, hypothesizing, and testing.  However, she warned, “citizens don’t want to talk about open government plans, they want to talk about their issues.”

Norman Jacknis of Cisco’s IBSG Public Sector Group believes strongly in co-production of government services.  Since citizens are often closer to the experience of government programs, being on the receiving end, he believes they can be helpful in offering related information.

Tracy Russo leads new media initiatives for the Department of Justice.  She says that while new media is essential in moving government forward, it is a long-term battle to shift such institutions and the best thing we can start doing is building solid foundations that will grow beyond when she, or others, do in their current positions.

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