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GSA makes smart move on engagement platforms

by Andrea Di Maio  |  October 15, 2010  |  6 Comments

A few days ago the Office of Citizen Services and Innovative Technologies at the General Services Administration finally launched NOW (in beta since August) a set of tools that federal employees can use to support their open government plans and engage citizens. The toolkit includes a blogging tool, two wiki tools, a challenge tool (to launch challenges and idea contests) and two discussion forum tools.

Tools are hosted by GSA, pretty much like IdeaScale, which was instrumental in the preparation of most federal agencies’ open government plans, and are meant to be available to individual employees to support engagement objectives.

At this stage, GSA covers all bases of engagement support from a technology perspective. It is building a collaboration environment for internal purposes (FedSpace), access to mainstream social media platforms through specially negotiated terms and conditions to establish a presence on Facebook etc on, and now tools that can be used to create government-driven engagement avenues.

I would argue that at this stage GSA has done as much as it possibly could to support each agency’s open government plan. It is now up to the agencies to make use of these and create a sustainable business purpose for open government that intimately relate to their mission.

With NOW there is a great potential for employee-centricity. But in order for this to be fully realized, agencies need to address the last and possibly most difficult piece of the puzzle, i.e. strike the right balance between creating avenues for engagement and joining existing communities, between being a host and being a guest of collaboration platforms.

Yesterday I had the pleasure of meeting some of the staff at the Office of Citizen Services and Innovative Technologies and was very impressed with the clarity of their purpose as well as the understanding of the challenges ahead.

I am usually quite critical of open government moves, but I think this may provide a solid foundation for sustainable engagement.

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Category: web-20-in-government  

Tags: government-20  gsa  open-government  us  

Andrea Di Maio
Managing VP
19 years at Gartner
33 years IT industry

Andrea Di Maio is a managing vice president for public sector in Gartner Research, covering government and education. His personal research focus is on digital government strategies, open government, the business value of IT, smart cities, and the impact of technology on the future of government Read Full Bio

Thoughts on GSA makes smart move on engagement platforms

  1. […] This post was mentioned on Twitter by Shireen, Jed Sundwall, Jovi Umawing, Andrea DiMaio, Joe Sanchez and others. Joe Sanchez said: RT @IdeaGov Nice to see. RT @AndreaDiMaio GSA makes smart move on engagement platforms #gov20 #opengov […]

  2. Davied says:

    In the Netherlands we’re just starting out with Pleio (“Government Square”), a government platform for civil servants to work together across government agencies and for getting citizens to join in as well. It’s good to see that GSA is showing the way and I’m keen to see how these services will evolve and be used.

    I think the next thing they have to work on is creating a culture of engagement and openness within government organizations to empower US civil servants to pick up the instruments they are now presented with and start looking for new ways to engage the public and shape the way government works in the future.

    I agree that this can not be done on government platforms alone. Government must also show the way in using open source software and open standards to connect public and government initiatives and to let online services and data be reused and embedded. Only than can it be called government as a platform.

  3. Eric Sauve says:


    This is bang on – GSA seems to be doing what I can – now it is up to the agencies to get things done. Unfortunately, this seems to be happening slow with the Feds than at other levels of Government.


  4. […] more reading, Gartner’s Andrea Dimaio has a good post about it and I agree with his assertion that GSA has done its part in providing federal government agencies […]

  5. […] a thousand ideas and over ten thousands comments and ratings; NOW, which I covered in a recent post; some awareness-raising campaigns to reduce risks for young and inexperienced workers, and the use […]

  6. […] Toolsets made available to individual employees to create engagement initiatives, via blogs, fora, wikis, idea crowdsourcing and the likes – a good example is NOW, which I covered in a recent post […]

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