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Shared Services; Leveraging the Changing IT Landscape

Explore the transition to web-enabled services and cloud computing at the 2011 Northwest Regional Managers Conference. Discover the benefits, challenges, and future trends in IT infrastructure.

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Shared Services; Leveraging the Changing IT Landscape

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  1. Shared Services;Leveraging the Changing IT Landscape 2011 Northwest Regional Managers Conference Skamania, WA March, 2011

  2. Agenda • Clouds • Icebergs • Cats • Silos • Me or You • Plastics • Sweaters • Tin Cans & String

  3. Introductions • eCityGov Board Members • Other eCityGov Members

  4. eCityGov Alliance We are: • An inter-local municipal corporation • Formed by 9 partner cities in 2002 • Providing 7 on-line service portals We serve: • 46 member cities and other government agencies • Counties: King, Snohomish, Pierce & Jefferson • 1.5 million citizens & businesses

  5. eCityGov Shared Services • One-stop shopping • Customer centric • Saves everyone time & money • Safe & secure

  6. eCityGov Shared Services • MyParksandRecreation.com • Activity class search • Parks, Trails & Facilities • NWProperty.net • Find Available CommercialProperty • Demographic data • NWMaps.net • GIS & property info. • HSConnect.net • Online grants application & management

  7. More eCityGov Services • SharedProcurementPortal.com • 6 vendor rosters • Public contractor lookup • Free vendor registration • GovJobsToday.com • Job posting • Application • Paperless review • Private Comp/Class portal • MyBuildingPermit.com • OTC permits • Inspection scheduling • Permit status • Tip sheets • Training

  8. A Few Numbers • MBP • 59,000 permits • 78,000 inspections • 2.4 million status queries • GJT – 39,000 applicant profiles • SPP – 3,200 vendor registrations • HSC - $16m grant applications

  9. ePlan Project • Vision • All permit types including plan review • For all development review functions • Align business practices • Application submittal • Attach/exchange plan sets & documents • Pay fees(s) • Issue permit Phase I 2nd Qrt. 2011

  10. Old Funding Model 2011 Funding Model • Population based • Easy to administer & understand • No relation to permit volume or type • Unsustainable for ePlan project • Based on permit revenue • More complex admin. • Direct relation to permit volume and type • Customer supported MBP Funding

  11. Customer Support Master Builders Customer Advisory Committee JWS Design, Inc Sound Structural Solutions

  12. Significant Organizational Benefits • Very cost effective • No application support staff required • No additional hardware costs or software licenses • Access to information and data that would not otherwise be available • Efficiencies • Digital workflow replaces paper • Green; reduce paper vehicle trips • Improved customer service • Inter-agency • Knowledge sharing & training • Cooperative purchasing opportunities • Best business practices

  13. Organizational Spectrum City(strong mayor) School District eCityGovAlliance Size, Complexity, Scale Executive Management Elected Leadership Informal Collaboration Executive Sponsorship Elected Policymakers Governance

  14. The Iceberg Legislative Mandates Community Identity Administratively adopted policies and procedures

  15. Principle Based • Cost sharing is equitable • Risk is shared • Mission is not diluted • Roles & responsibilities are clearly defined • Benefit is clear & direct to participants • Control & identity is retained by members • Business drives technology

  16. Key Ingredients • Organization • Governance • Budget • Operating Structure • Shared • Vision • Management • Responsibility • Risk

  17. Cost Comparison

  18. Challenges Herding Cats Not the technology Organizational Culture & Norms Internal IT Governance Individual bias Change management

  19. Our Reality • No $$’s, Time or Resources • Absolute Service Expectation • Demand Not Diminishing • Appetite for online services growing • IT Inflection Point • Transition to web enabled services

  20. IT is Evolving, Fast • 10 Key • Mainframe • Client Server • Cloud • IBM typewriter • Desktop PC • Internet • Self-hosted applications • Web services & applications Computing Desktop Network • POTS • Wi-Fi • Bluetooth • Ethernet • Fiber • Cable • Cell

  21. The Future is in Plastics Online Payment Options • Retail credit/debit cards • Credit cards w/ convenience fees • eCheck • ACH transfers Issues • Expense • Rules • Size/range of payments • PCI security compliance

  22. Inflection Point is Here • Thick to Thin Client • Accessible via multiple devices • Universal access, 24/7 • Consumer expectations…..

  23. Market Trends • Capture and hold • Leveraging digital content • Driving to the cloud • Licensing • Niche markets emerging • Simpler, less expensive • Fast to implement • Limited customization

  24. Plus Not so Plus • Off-site • Secure • Reliable • Cost effective life-cycle • Immature • Public sector data storage untested • Existing sunk cost • IT staff training Cloud

  25. Leadership Intervention Required Transition to cloud, web enabled services will take place under the conditions set by the private market; • Selling into silos • Increasing complexity • Inflexible licensing

  26. What Can We Do? Advantage over the private sector • Leverage • Investments • Knowledge • Interagency cooperation Best Approach? • Customer centric • Organizational centric

  27. Top Secret(Connecting the Dots)

  28. Value Add Governance • Collaboration Funding & Resources Positive ROI

  29. Top Ten • Digital divide is growing in the public sector • Proliferation of web enabled devices • Vendors doing everything they can to “capture” customers – app stores, premier accounts, subscription services • Web 2.0 – social media is a force but problematic • Cross-agency data integration is an under appreciated issue • 24/7 access & service expectation • Privacy and security are significant issues • Online payment services are expensive • Government transactions are fundamentally different than retail transactions • We are all doing the same things - differently

  30. Resources • Making Local Government More Workable through Shared Services, GFR, Feb. 2006, John Ruggini • Beyond Silos; Cross-boundary Internet Service Portals, GFR, June 2008, John Backman - http://www.gfoa.org/gfr • Interlocal Service-Sharing Agreements, ICMA IQ Report, 2006 - http://bookstore.icma.org/ • Local Government Information Systems (LOGIS) – Minnesota, www.logis.org • Hosted IT systems • N. Central Texas Council of Governments (NCTCOG) – www.nctcog.org • Software plus Service – ERP system (in development) • Regional GIS • GovMax, Sarasota County, Florida – www.govmax.net • Hosted, web budget development service • eCityGov Alliance, Puget Sound Region, Washington – www.eCityGov.net • 7 web-based, cross-boundary service portals • Open eGov, Newport News, Virginia - http://nngov.com/egov • Open Source Web Content Management System (free)

  31. John Backman Executive Director eCityGov Alliance jbackman@eCityGov.net 425.452.7821

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