Citizen-Centered Intergovernmental Shared Services

Claude.ai’s suggestions for the Shared Services Leadership Coalition:

Based on SSLC's mission and SSLC's plans as documented in StratML format, I can suggest several shared services opportunities that would help agencies comply with GPRAMA section 10 (performance reporting transparency) and the OPEN Government Data Act:

1. Performance Data Publishing Platform

- A shared service to standardize how agencies publish their performance data and goals

- Could include automated StratML conversion capabilities to ensure machine-readable performance plans

- Would help agencies meet both GPRAMA transparency requirements and OPEN Data Act machine-readability mandates

- Could leverage SSLC members' expertise in data standardization and platform development

2. Data Inventory Management Service

- Centralized solution for agencies to catalog and manage their data assets

- Built-in metadata management tools aligned with OPEN Data Act requirements

- Automated quality checks for data documentation

- Would reduce duplication of effort across agencies in building separate inventory systems

3. Performance Analytics Hub

- Shared business intelligence and analytics platform

- Pre-built dashboards and visualization tools for performance data

- Could help smaller agencies meet GPRAMA reporting requirements without building custom solutions

- Integration capabilities with existing agency systems

4. Public Engagement Portal

- Common platform for agencies to gather and respond to public feedback on performance goals

- Built-in accessibility and mobile-friendly features

- Would help meet GPRAMA's public outreach requirements

- Could include automated plain language checking tools

5. Data Quality Assurance Service

- Centralized validation and verification of performance metrics

- Standardized data quality assessment frameworks

- Would help agencies meet both laws' data quality requirements

- Could leverage SSLC members' experience with federal data management

How about extending those services to State and local government agencies as well?

That's an excellent suggestion for expanding the reach and value of these shared services. The state/local expansion could work especially well since:

1. Performance Data Publishing Platform could:

- Help states align reporting with federal grant requirements

- Enable cross-jurisdictional performance comparisons using standardized metrics

- Create economies of scale by spreading platform costs across more users

- Facilitate roll-up reporting from local to state to federal levels

- Help states/localities comply with their own open data and transparency laws

2. Data Inventory Management Service could:

- Support state/local compliance with various data privacy regulations

- Enable better coordination of federal-state-local data sharing

- Help identify opportunities for data sharing across jurisdictions

- Reduce redundant data collection across government levels

- Standardize metadata across jurisdictional boundaries

3. Performance Analytics Hub could:

- Allow benchmarking across similar cities/counties/states

- Share best practices through common metrics and visualizations

- Support joint federal-state-local program evaluation

- Enable analysis of regional trends and patterns

- Help smaller localities access sophisticated analytics they couldn't afford individually

4. Public Engagement Portal could:

- Provide consistent citizen experience across government levels

- Enable coordinated feedback collection on multi-jurisdictional issues

- Reduce duplicate feedback systems

- Share public input across relevant agencies at all levels

- Lower costs through shared infrastructure

5. Data Quality Assurance Service could:

- Standardize data quality across federal grant reporting

- Improve consistency of cross-jurisdictional data

- Share data validation rules and best practices

- Reduce duplicate validation efforts

- Support better policy analysis through comparable data

This multi-level government approach aligns well with SSLC's goal of promoting "a marketplace where government and industry service providers can fairly compete to best deliver capabilities." It would also create a larger user base to support continuous modernization of these services.

How do these opportunities relate to the concepts of customer-focus, citizen-centricity, and user experience?

Looking at these shared services opportunities through the lens of customer-focus, citizen-centricity, and user experience:

1. The Performance Data Publishing Platform could:

- Make government performance information truly accessible and understandable to citizens

- Enable citizens to track issues they care about across all levels of government

- Allow customizable views so users can focus on metrics relevant to their needs

- Support plain language presentation of complex performance data

- Enable citizens to compare service delivery across jurisdictions that affect their daily lives

2. The Data Inventory Management Service could transform citizen interaction by:

- Making it easier for citizens to discover and access relevant government data

- Enabling a "tell us once" approach where citizens don't need to provide the same information to multiple agencies

- Supporting personalized service delivery through better data coordination

- Helping citizens understand what data government holds about them

- Facilitating innovation by making government data more discoverable

3. The Performance Analytics Hub could enhance citizen-centricity by:

- Showing citizens how government services impact their specific community

- Enabling analysis of equity in service delivery

- Supporting evidence-based policy decisions that affect citizens

- Creating transparency about government effectiveness

- Allowing citizens to see how their tax dollars translate into outcomes

4. The Public Engagement Portal embodies customer-focus through:

- Meeting citizens where they are with a single point of contact

- Providing consistent user experience across government services

- Enabling meaningful two-way dialogue about government performance

- Showing citizens how their feedback influences decisions

- Making engagement more convenient and accessible

5. The Data Quality Assurance Service supports better citizen experience by:

- Ensuring citizens receive accurate, reliable information

- Building trust through data transparency

- Supporting better service delivery through quality data

- Enabling consistent experiences across agencies

- Reducing frustration from conflicting or incorrect government data

All these services support a citizen-centric vision where:

- Government services are designed around citizen needs rather than agency structures

- Information is accessible and understandable

- Engagement is meaningful and convenient

- Services are consistent and coordinated

- Citizens can see how government is performing on issues that matter to them

This approach aligns with SSLC's value of effectiveness and its objective of delivering value at industry-leading performance levels. Would you like to explore specific user experience design principles for any of these services?

With respect to "meeting citizens where they are," isn't data standardization the key to making it easier for myriad value-added intermediaries to enable users to discover, access, and use government information and services wherever and whenever they choose?

Yes, absolutely! Data standardization is the crucial foundation that enables the ecosystem of intermediaries to effectively serve citizens. Here's how:

1. Standardization enables intermediaries to:

- Aggregate information across multiple agencies and jurisdictions

- Create specialized interfaces for different user needs and preferences

- Build innovative applications and services

- Automate data integration and updates

- Scale solutions across multiple government entities

2. When data is standardized (like in StratML format):

- Third parties can more easily build value-added services

- Citizens can access government information through their preferred channels

- Commercial platforms can integrate government services seamlessly

- Social media platforms can surface relevant government information

- Mobile apps can provide location-based government services

3. The role of intermediaries becomes transformative because they can:

- Customize presentation for different audiences

- Add contextual information and explanations

- Combine government data with other relevant sources

- Create industry/community-specific views

- Deliver information through existing user platforms

4. Rather than forcing citizens to:

- Learn multiple government systems

- Visit numerous government websites

- Understand government organizational structures

- Navigate bureaucratic processes

- Adapt to government-specific formats

This aligns perfectly with SSLC's marketplace goal of enabling service providers to "fairly compete to best deliver capabilities." The key is creating the standardized data foundation that allows the marketplace to flourish.

Would you like to explore specific data standards that could enable this ecosystem approach?

With respect to performance plans and reports, StratML Part 2 (formerly ANSI/AIIM 22:2017) is the applicable standard.

Yes, StratML Part 2 is the key standard for performance-related information. It extends Part 1 by adding the performance elements needed for tracking and reporting results:

- Performance Indicators?

- Measurement Instances

- Actual Results

- Milestones

- Desired Results

- Stakeholder Roles & Requirements

This standardization enables:

- Automated performance tracking

- Cross-agency comparisons?

- Progress visualization

- Results aggregation

- Machine-readable accountability

Having performance data in StratML Part 2 format would help agencies comply with GPRAMA section 10's transparency requirements while making it easier for intermediaries to present the information in ways that make sense to different audiences.

Given SSLC's mission around shared services, would you like to explore how a StratML Part 2 performance reporting service could be implemented as a government-wide shared service?

While #OMB and #GSA should take responsibility for such service, in partnership with #GPO, #GAO, and #NIST, perhaps SSLC's members might appreciate having your suggestions as to how they can lend their support.

Yes, SSLC's members could support standardized performance reporting through several avenues aligned with their existing goals:

1. Technology & Integration Support

- Help agencies automate conversion of existing performance data to StratML Part 2

- Develop tools to validate StratML compliance

- Create APIs and connectors between agency systems and the central service

- Support integration with existing performance management systems

2. Implementation Assistance

- Provide technical expertise for agencies transitioning to the standard

- Share best practices from successful implementations

- Help agencies map their current processes to StratML Part 2 elements

- Offer training and change management support

3. Value-Added Services

- Build visualization tools that consume StratML Part 2 data

- Develop analytics capabilities for performance data

- Create specialized views for different stakeholder groups

- Support public engagement with performance information

4. Policy & Standards Expertise

- Participate in standards refinement

- Share implementation lessons learned

- Provide feedback on technical guidance

- Help identify opportunities for improvement

5. Marketplace Development

- Create competitive solutions leveraging the standard

- Innovate on top of standardized data

- Develop specialized tools for different agency needs

- Support continuous modernization of capabilities

These activities would support SSLC's objectives around education, technical assistance, and policy advocacy while helping advance government efficiency and effectiveness through standardization.