Fairfax County’s Strategy To Deliver Real Time Multi-channel e-Government

1. Fairfax County’s Strategy To Deliver Real Time Multi-channel e-Government Wanda Gibson Director Department of Information Technology Fairfax County, Virginia

2. Delivering e-GovernmentStatistics • Successful Real Time Multi-Channel e-Government is the result of Policy commitment, successful Strategy, Planning, and Technology deployment.

3. Who we are… Statistics and Government Structure • Residents - over 1 million • Size - 400 square miles • Budget -$1.9 billion (government operations) • Government Employees 11,000 • Board Members - 10 Elected • Budget for IT - $64 million-includes staff and projects for comprehensive portfolio

4. Who we are…Government Performance ProjectAward Winner • Rates top among US local governments. • Is “one of the best-managed jurisdictions in America”. • Received an overall grade of “A-”. • Earned an “A” in information technology management. • Seal of Good eGovernance Award by the Joint Center for eGovernance and the National Association of Counties. • “Balanced e-Government” Bertelsmann Foundation of Germany. A-

5. Delivering e-Government • The Department of Information Technology manages the public access program(e-government) • This builds economies of scale and integrates activities related to traditional support for agency applications with creating on-line services

6. Delivering e-Government • Leadership Structure Supporting e-government • Senior IT Steering Committee • Information Technology Policy Advisory Committee (ITPAC) • Technology Modernization Fund

7. Delivering e-Government Goals • Create a government without walls, doors or clocks • Address “Digital Divide” issue • Transform how we conduct business through e-gov business transactions • Include all residents, businesses, civic groups & other interested parties

8. Delivering e-Government + Convenience + Speed + Ease of Use + Quality of Services + Leader Responsiveness =Value for Citizens

9. Delivering e-Government • Fairfax County Web Site • www.fairfaxcounty.gov • Interactive Voice Response (IVR) • Access Services Via Touch-Tone Phone • 25 Multi-Media Kiosks • 22 Locations: 15 Libraries, 3 Regional Malls with 6 total Kiosks, 2 Government Centers, 1 Transit Center, 1 Health Center • Cable TV • Government Access Channel • Future iDTV • Mobile Access

10. Delivering e-Government Sampling On-line Transactions (IVR / Kiosk / Web) • Make Payments • Taxes • Traffic Fines • Park & Recreation activities • More To Come (New Vendor) • Register Online • Vehicle within County • Renew Vehicle Registration • Parks & Recreation classes • Report Change of Address for Tax Purposes • Obtain Information • Access Real Estate Assessment Data / Comparables • Access Real Estate Parcel Map • Courts • Housing Waiting List • Report & Inquire with Consumer Affairs • Download RFPs And IFBs • Mobile application • Contact Us

11. Delivering e-GovernmentWeb Site www.fairfaxcounty.gov Home Page Doing business Visiting Government Livinghere

12. Delivering e-GovernmentStatistics Web Site Averages • Over 625,000 visits per month • 7.5 million visits per year • 476,000 visitors per year access multipleweb pages and/or transactions. • 20,000 pages of information

13. Delivering e-GovernmentStatistics Fairfax County Courtscollected $903,243in finesthrough citizens using the IVR.

14. Delivering e-GovernmentStatistics

15. Delivering e-GovernmentKIOSK CRiS(Community Resident Information Services)is a regional effort that involves collaboration from the following entities: • Fairfax County • Fairfax City • Town of Warrenton • INOVA Hospitals • Town of Vienna The County’s 25 multi-mediaKiosks have registered over6,426,000 screen touches since 1996.

16. Delivering e-GovernmentPolicy Issues • Establish purpose of site as a government information and services delivery channel vs. general all purpose portal • Balance with enterprise business goals • Multi-channel delivery for access for all • Single look and feel: Enterprise ‘branding’ • No Fees vs. Fees for transactions.

17. Delivering e-GovernmentPolicy Issues • Level expectations • Whether to mandate e-mail response • Content and Linking Policies (legal exposures, information refresh, language, etc.) • Integration of service among Governments (Local, State and Federal) • Accessibility (ADA) • Privacy and Security

18. Delivering e-GovernmentInfrastructure Issues • Establish supportable e-gov architecture within framework of overall enterprise business and IT architecture • Scalability: Handle Growth • Server and bandwidth capacity • 24 x 7 Support • Outsourcing or Not • Server hosting • Application development

19. Delivering e-GovernmentInfrastructure Issues • Security Environment • Industry Trends • Open Source • MS vs. I-Planet

20. Delivering e-GovernmentArchitecture Issues • Data • Common vocabulary (i.e. address) • Processes • Identify overlap • Eliminate Redundancy through web services • Define standards for exchange • XML • SOAP • Integrate data and processes through a variety of tools

21. SOAP WSDL XPATH BPEL4WS XSLT Delivering e-GovernmentArchitecture Tier Solution Management & Optimization Example: Board Package Preparation BPM & Workflow Content Management Web Methods Security, Reliable Messaging & Transactions WS-Security XSPY SAML Data Transformation & Business Logic Information Domain Standardization Web Methods Interoperability WSDL SOAP Enterprise Applications Structured Data Unstructured Data XML Web Methods Fin Parks HR Tax

22. Delivering e-GovernmentConceptual Process Architecture New Integrated System Existing Systems One Stop E-Payment Portal Personal Property Tax 2 Identify Requirements, Data and Processes for New System. Create XML Application Schema Map XML Schema to Existing Systems (i.e. Web Methods) Develop Application Interface from integrated data. Parking Tickets 3 Real Estate Tax 4 1 Web Services Reverse Engineer existing systems for data and processes and define within Information Architecture as XML objects. (Information Domain is key and should include: taxonomy, metadata registry, schema registry and process registry.)