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The New Face of Government: e-Government in the U.S.

The New Face of Government: e-Government in the U.S. Seth G. Fearey Connected Communities IIPS, 14 November, 2001. From face to face. The face of local government is changing. To the Web. And more . The Goal is Customer Service. What is E-Government?.

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The New Face of Government: e-Government in the U.S.

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  1. The New Face of Government: e-Government in the U.S. Seth G. Fearey Connected Communities IIPS, 14 November, 2001

  2. From face to face The face of local governmentis changing. • To the Web • And more ...

  3. The Goal is Customer Service

  4. What is E-Government? A full range of computer and communications-enabled government services for • citizens • businesses • employees • other public agencies

  5. Key Elements of E-Gov Technology Internal Operations Agency to Agency Public Policy Services & Transactions Public Engagement Technology

  6. E-Gov is Growing in Popularity in the U.S. The Good News - • 83% have websites • 18% of those with websites accept requests for at least one service, e.g. road repairs • 40% plan to offer at least one financial transaction within one year • 36% report that business processes are being re-engineered because of the Internet University of Maryland Survey of Cities and Counties, Fall 2000 (1,881 responses of 3,749 surveys sent out)

  7. People are using the Web to communicate with local gov’t • Pew Internet Life Study (Jan 2001) • 30% of Internet users go on-line sometimes or often for information on local government • 13% sometimes or often send e-mail to public officials • 50% say their town has a web site (37% say they do not know) • 20% say their local government web site is very useful

  8. The Bad News (ICMA study) • Only 9% of local governments have an even a minimal e-government strategy • Less than 20% provide Internet access to all employees • Less than 3% allow any type of financial transaction But plans are in place to adopt e-government practices rapidly over the next few years.

  9. 1. Reinventing Government Financial Pressures Customer Pressures Speed Pressures New Technologies Driving Forces “Do More with Less”

  10. Driving Forces 2. The Internet • Rising Expectations U.S. Almost 60% including 10.6 million broadband users Source: Nua Surveys, Yankee Group

  11. Driving Forces 2. The Internet • Falling Costs Cost to send 1 bit 1 km in mills

  12. Consumers Know It Costs Less to Use the Internet Source: OECD from various sources

  13. Citizens want their local government to be open 24 hours a day, 7 days a week, 365 days a year, just like any other well-managed service business.

  14. Goals of E-Government 1. Better, More Convenient, Customer Service

  15. Goals of E-Government 1. Better, More Convenient, Customer Service 2. Greater Operating Efficiencies e.g. Interactive Voice Response for tracking permit applications and scheduling inspections

  16. Goals of E-Government 1. Better, More Convenient, Customer Service 2. Greater Operating Efficiencies 3. More Public Participation in Government Decision Making

  17. City Council Meeting, Bloomington, Indiana

  18. Goals of E-Government 1. Better, More Convenient, Customer Service 2. Greater Operating Efficiencies 3. More Public Participation in Government Decision Making 4. Become More Attractive to Businesses

  19. Challenges • It is Expensive • The Technology Does Not Always Work

  20. Despite the $20 billion expected to be spent on moving government into the electronic world over the next five years, more than half of e-government initiatives will fail. - Gartner Group

  21. Challenges • It is Expensive • The Technology Does Not Always Work • Customers Do Not Use It • Managers Resist Change • Employees Do Not Have Access • Recovering New Costs, e.g. credit card fees • All Citizens Do Not Have Access

  22. Strategies • Use new, low-cost, “government-in-a-box” tools • Collaborate with other cities to develop standards, share costs and best practices • Provide employees with home computers to learn the new tools • Use the “carrot and stick” approach - incentives and penalties • Make e-government a part of the business strategy, not an IT project

  23. The New, New Face of Government It’s Personal

  24. The New, New Face of Government It’s Personal It’s Regional e.g. MARC regional e-procurement portal

  25. A Service Portal for King County Cities • A single gateway • On-line services • Links to City sites and applications

  26. Metro Washington Council of Governments E-Procurement Portal Maryland Frederick Partners Howard Montgomery Anne Arundel Loudoun Bowie Falls Church Virginia Washington, D.C. Fairfax City Arlington Fairfax Alexandria Manassas Prince George’s In partnership with the Greater Washington Board of Trade. Prince William Calvert Charles Stafford Spotsylvania

  27. The New Face of Government • Is e-government a good idea? • Barriers to reaching and working with government are falling • Businesses are demanding and using it • Active citizens love it • Young people are becoming more interested in their communities We must continue our experiments and learn by doing.

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