Your Bowling Help Desk At Your Service

This was the sign in the Eisenhower Executive Office Building Bowling Ally that I mentioned in a post yesterday.

[Note: I've removed the phone number so don't try calling.] 

Yeah, I've heard about a help desk for a lot of things, especially for Information Technology, but for bowling???

Thinking about calling a help desk for trouble with bowling [equipment], I couldn't help imaging how this may go and chuckling a little:

"Hello, this is the bowling help desk at your service--what is the nature of your bowling emergency?"

Or

"Press 1 if your bowling shoes are too tight.

Press 2 if you've dropped the bowling ball on your foot.

Press 3 if you've bowled 2 or more gutter balls in a row.

Press 4 if the bowling machine is in a frustratingly stuck position.

Press 5 if you've lost your bowling ball or need a replacement.

Press 6 if you need additional scoring sheets.

Press 7 if you're a lousey bowler and need bumpers to help your game. 

Press 8 if your fingers are caught in the ball and you can't get them out. 

Press 9 if you'd just rather be ice skating or going to the movies. 

Press the # key, if you need to speak to a bowling representative."

Lastly, I wonder if they open a help desk ticket for the bowling challenged and what their response time is. 

Yep, help is only a call away when you've got a bowling problem in the works. 

Now, if only they could fix the highly troubled DC Metro system--there should definitely be a robust help desk for that!  ;-)

(Source Photo: Andy Blumenthal)

Your Bowling Help Desk At Your Service

Bowling With The Prez

Tonight, we went bowling at the Eisenhower Executive Office Building.

It is just to the West of the White House and is occupied by the Executive Office of the President.

It was very exciting to go there and be surrounded by all the action. 

The bowling is in the basement--just 2 lanes and a lot of beat of balls and smelly shoes. 

There was a weird sign that said "For trouble with bowling equipment, please call the GSA Help desk"--whose ever heard of a help desk for bowling (that really is service!)? 

There were pictures of many of the presidents bowling, including Obama, Bush, and even Nixon. 

It was funny that the bowling ally is called the Harry S. Truman Bowling Ally even though it is in the Eisenhower building.

I learned that AMF Bowling company donated the lanes to the Federal government. 

There are also a couple of lanes in the White House as well. 

Well back to my game--no gutter balls please. ;-)

(Thank you National Institute of Standards and Technology and Dannielle Blumenthal for a terrific evening.)

(Source Photo: Rebecca Blumenthal)  

Bowling With The Prez

Mind Readers and The Psychology of Excess

Seeing a number of senior officials in the last year "ousted," I find it sort of scary the risks and travails that executive leadership can entail.

There are so many good, hardworking people at GSA making progress for the Government in terms of property management, contract management, fleet management, and more, that it was a huge shock to many today, when GSA leadership including the Administrator, were ousted for what White House Chief of Staff called "excessive spending, questionable dealings with contractors, and disregard for taxpayer dollars." 

This at a time when the nation is struggling to reduce the national deficit now at $15.6 trillion and avoid another debt ratings cut from the three credit report agencies that would potentially drive interest up and cause even more damage to the nation's economy.

Of course, the GSA is not the only example, just last year, we had the unfortunate "muffin mini-scandal" as reported by Bloomberg BusinessWeek (29 September 2011), where the Government was alleged to have paid $16.80 apiece for muffins.

What causes this psychology of excess where taxpayers end up footing the bill for extravagant items and events? 

1) Hubris--Are there people who feel they are so high and mighty, they just have all the trimmings of office coming to them and theirs?

2) Neglect--Do some executives rise too far and fast, and maybe things get out of control?

3) Misguided--Is it possible that some may actually really think that hiring a mind reader on the taxpayer dime is a good idea?

4) Accident--At times, oversights, mistakes, and accidents happen, and while we may prefer they didn't, they are a learning opportunities.

5) All of the above--Perhaps it is some combination of all the prior four?

It reminds me of something my father taught me that "G-d does not let any flower grow into the sky."

This means that no matter how good we are or how far we go in our careers and in life, we remain mortal and infirm, and subject to human imperfections. 

That's why it's never a good idea to tout your own infallibility.  Just Last Thursday, the GSA Administrator, as reported by Government Executive Magazine, told a conference "Why us? Because we're the expert shoppers. We're the folks you want on your team when budgets are tight, you're making purchases, and there's no room for error..."

Obviously, I assume there was no intent to brag, but we all say things like this at one time or another, and it's good to reflect and stop ourselves from going too far. 

This is not about the GSA or any other agency or organization in particular, but rather a lesson in humility for all of us. 

This unfortunate incident should not obscure the good work, done every day, at all levels, by every Federal agency.  

(Source Photo: here)

Mind Readers and The Psychology of Excess

Apps-The World At Your Fingertips

I came across this great video by the State Department's Bureau of International Information Programs (IIP).

The video demonstrates a vision for connecting people with applications and using these "to communicate, educate, and engage--beyond the gates of every embassy on the planet."

I like the way they detailed out specific use cases for the apps, where "Applications can be anything from trivia to media kits, visa procedures and event management to English language tutorials."

The video describes how everyone from a consular officer to a public affairs specialist and a college student to a journalist can take advantage of these.

I can see that one of the principles behind Apps@State is to maximize the sharing and re-use of content through an apps catalogue and the ability to customize the apps to local and individual needs.

The mobile and webs apps content will be made available through SMS, smartphones, and social networks.

This framework for a cloud computing platform can bring efficiency and effectiveness to foreign service officers and audiences world-wide that depend on and can benefit from these programs.

This is very much user-centric design in action, and I believe very much on target with the "25 Point Implementation Plan to Reform Federal IT Management."

Other agencies are also developing significant apps catalogues, such as GSA with the Apps.Gov website, which now has more than fifty free social media applications for federal agencies in everything from analytics and search to blogs, contests, document sharing, video and photo sharing, idea generation, social media, wikis, and more.

Perhaps it is not too early to say that the Federal government is on a roll and that it will only get better with time.

(Note: All opinions my own)

Apps-The World At Your Fingertips

A Winning App Is Not Only an App Winner

In the government, just getting an “app winner” doesn’t necessarily mean you have a “winning app.” But that’s not stopping us “govies” from making progress!

As we all know, the Apple iStore has become hugely successful, with over 225,000 apps and the Android Market with almost 90,000 apps.

These marketplaces have grown fast and furiously because there is a simple and direct road from building the app to commercializing it. In the case of Apple, for example, I understand that the developer walks away with 70% of the revenue, Apple gets 30%, and the consumer can simply download the apps and start using it. Presto!

The government has attempted to capitalize on this apps development strategy by putting government data out there (i.e. data.gov) and letting the developers do their thing (i.e. create apps that are supposed to be useful to citizens).

In distinction to the private sector, the government doesn’t have a marketplace where developers simply make their apps “available” for use. While in the Apple store, any developer can post an app for use, in the government there is no open store like that.

To spur apps development, a number of government agencies have been hosting contests for best applications, but despite the fanfare, many do not get past the initial stage.

Government Technology Magazine (July 2010) in an article titled “Life After Apps” quotes Chris Vein, the CIO of San Francisco, who states that “just because it [an app] wins doesn’t mean the jurisdiction actually gets to use it.”

Jay Nath, the innovation manager of San Francisco explains that “because applications submitted in the competitions don’t go through normal procurement channels, cities cannot use them as ‘official’ apps.”

Whether this changes at some point down the road, I do not know, but it seems like something for government procurement specialists to look at, because there may be an opportunity here to save money and serve taxpayers more effectively.

Even Washington, D.C., which became famous for its 2008 apps contest, is rethinking the “apps craze.” The city has discontinued its annual Apps for Democracy competition due to concerns over “sustainability and value of apps produced.” The District wants to look again at how to engage entrepreneurs to “solve core government problems.”

Nevertheless, there are signs that government interest in developing apps through contests remains strong. For example, “Apps for Army,” a contest for Army personnel, launched on March 1.

In a similar vein, the General Services Administration recently announced that they are using “ChallengePost” to announce contests and have the public suggest, discuss, and rate ideas. This is now being used for AppsForHealthyKids.com, a competition sponsored by First Lady Michelle Obama as part of her important campaign to end childhood obesity.

Overall, there is a lot of innovation out there in government, and a strong desire to collaborate with the public. DC and San Francisco and other major cities as well as the federal government are taking the conversation about apps development to the next level in terms of governance best practices for getting value from them and ultimately bringing the apps to the users who need them.

A Winning App Is Not Only an App Winner

How To Use Social Media Strategically

How To Use Social Media Strategically in the Federal Government on Howcast

This is an outstanding 3 minute video on Social Media from General Services Administation (GSA) and HowCast.com

The video provides 6 "how-to" steps to implementing social media for the purposes of collaboration, information sharing, information exchange, keeping pace of fast moving events in real-time, and harnessing the collective ingenuity of the public to support mission.

As the video states, "The key is to focus on the organization's goals."

How To Use Social Media Strategically