The Gov 2.0 Condundrum

Without a doubt, there’s a lot to be gained when government leverages Web 2.0 tools to provide better communications and service. But for every success story there seems to be an equal number of roadblocks preventing public servants from venturing into Gov 2.0. Last week there was a Congressional hearing before the Information Policy, Census and National Archives Subcommittee on the use of Web 2.0 Technologies by Federal agencies. The hearing was a review of Federal use of Web 2.0 technology and an examination of the records management implication of those technologies.

Dr. David McClure, Associate Administrator of the GSA Office of Citizen Services and Innovative Technologies gave testimony about the strides US Federal agencies have made to leverage Web 2.0 technologies. Several case studies were cited such as the State Department utilizing social media to mobilize their response to the Haiti earthquake or the numerous mashups that have spawned from Government data. Reading McClure’s testimony and accompanying timeline reminds that the Federal government has not merely jumped on the 2.0 bandwagon, but uses the technology to innovate the way agencies deliver on their mission. Despite these examples, not enough agencies are fully leveraging Web 2.0. A recent study by Harris Interactive found that 57% of US citizens feel that agencies are not taking the Open Government Directive seriously. My experience working in the Federal sector has also shown that many agencies struggle to formally adopt Web 2.0 practices.

The reasons for slow (or no) adoption of Web 2.0 can be linked back to restrictions that are unique to Federal government. Gregory Wilshusen, Director of the Information Security Issues of the General Accountability Office (GAO) also gave testimony before the Congressional sub-committee and spoke about the privacy and records management risks that inhibit agencies from jumping into the 2.0 fray. The potential value of using social media and new technologies to enable government is great, but at the same time, agency leaders are confronted with very real concerns related to Federal privacy and records management issues. Increasingly, agency leaders will find themselves confronted with conflicting expectations. On the one hand, the demand for Gov 2.0 increases, while at the same time, the outcry against collecting personally identifiable information and maintaining and providing access to public records are equally high.

At the Federal level, steps are being taken to evaluate existing laws and mandates in light of Web 2.0. OMB recently clarified how the Paperwork Reduction Act applies to social media and use of third-party tools, like Facebook. During the Congressional hearing, David Ferriero, U.S. archivist at the National Archives and Records Administration testified that NARA will release updated policy and guidance on how Web 2.0 platforms affect records management.

GSA, OMB and NARA are all making a strong effort, under the direction of the current administration, to re-think standard operations for government in light of new technology and citizen expectations. Agency leaders should follow this example and evaluate their own policies to determine if they need to be updated to keep pace with Web expectations. Existing policy concerning privacy, records, security and information quality are critical for maintaining the credibility of government agencies. But given the change in technology and the need for citizen engagement online, leaders should be proactive in making sure those policies are current. Without clear direction and top-level policy leadership, Federal Web managers will be limited in their ability to realize the full potential for Gov 2.0.