e-Government Overview

1. e-Government Overview http://faculty.washington.edu/dtetta/egov/

2. What is E-government? • Traditional Definition • Use of internet technology and protocols to deliver government service • Citizens, business and internal or external government entities. • Access to information, records, transactions • Anytime, anywhere • More dynamic… from the Gartner Group • “The transformation of public sector…optimize government service delivery, constituency participation and internal government operations.”

3. What has Changed • Government sites no longer just static files or web pages • New sites allow interaction, integration • Idea is “improved service” • Accessibility? Efficiency? Transparency? Privacy?Security? • Still in early stages • Technology, policy issues being worked out • Only one of several ways citizen’s interact • Need to blend with others

4. Today’s Topics • E-government drivers • Evolution of internet and citizens’ interaction with government • Multi-jurisdictional nature of government services • Legislative drivers and shapers • Current status • What agencies are doing • Challenges

5. Adult Americans w/internet access & broadband access at home (and lots of sites! ) All internet - 147 mill. Broadband - 80 mill. Source: pewinternet.org Accessed: March, 2007

6. A Spectrum of Access: How it all fits together Source: www.pewinternet.org Accessed: Jan ‘05

7. Digital gaps persist Those where there are strong correlations • Age – internet use highest among young, lowest among older Americans. • Educational attainment – internet use high among those with college and graduate degrees lower among those with high school diplomas. • Disability status – internet use is lower among the disabled. • Language preference– internet use highest among English speakers, lower among those who prefer to speak a language other than English. Source: pewinternet.org Accessed: March, 2007

8. Gaps, continued Those where the correlations are weaker, but are still significant: • Race and ethnicity – internet use is high among whites and Asian-Americans and lower among African-Americans. • Income – internet use is highest among those living in households with $75,000 or more of income and low among those living in households with under $30,000 of income. • Parental status – internet use is higher among those with minor children living at home than in households with no children under 18 living at home. From: pewinternet.org Accessed: March, 2007

9. Americans online by age (Source: Pew Internet Project telephone surveys, 2000-2006) From: pewinternet.org Accessed: March, 2007

10. Important case: 14% of population with disabilities • They are less likely to be online • 40% are internet users • Less likely to contact government • 48% have • Less likely to be successful in last interaction with government • 52% report success • Very likely to prefer non-cyber means to contact government • 44% prefer telephone contact • 21% prefer in-person • 16% prefer writing a letter Source: pewinternet.org Accessed: March, 2007

11. Typical day – 94 million online… What are they doing? eGovernment Full table available at: http://www.pewinternet.org/trends/Daily_Activities_12.05.05.htm Source: pewinternet.org Accessed: March, 2007

12. New trend not well captured…user-generated content • Anything produced by the user – text, audio, video, categories or ranks, networks • Among adults, 35% have created content and posted it online • 8% of internet users keep a blog • 14% work on their own webpage • 13% create or work on webpages for others • 26% share something online that they created themselves, such as artwork, photos, stories, or videos. Source: pewinternet.org Accessed: March, 2007

13. Expanding the Definition • 34% - share & display photos or get them developed • 30% - rated a product, service or person • 18% - taken remixed into a new creation • 11% - used online social or professional networking sites Source: pewinternet.org Accessed: March, 2007

14. Federal IT Spending $B Civilian Agency and DoD IT spending nearly equal through 2008 Source: gsa.gov Accessed: March, 2007 *Source: GEIA, 2002

15. State & Local: Total IT Spending From: gov4gi.com Accessed: March 2007

16. Number of Governments in the United States State Governments 50 U.S. Territories 5 Counties 3,402 Municipalities 19,296 Townships 16,666 Native American Nations 512 Source www.ncacc.org/documents/gaebler.ppt Accessed: Jan 2004

17. Federal Legal Drivers • Enabling - Forcing • Repeal of Internet Acceptable Use Policy, 1992 • Clinger-Cohen Act, 1996 • Government Paperwork Elimination Act, 1998 • Electronic Signatures in Global and National Commerce Act (E-SIGN), 2000 • Shaping • Children's Online Privacy Protection Act of 1998 • Rehabilitation Act Amendments- Section 508 Accessibility, 1998 • Affects state & local governments via ADA • Court Decisions • Supreme Court: Quill Corp. vs. North Dakota • Upholds prohibition on internet taxation

18. State Laws • Also shaping form of e-government • Washington State Laws • Electronic Authentication Act • Issue: • Often trumped by feds • California Can-SPAM Act superseded by weaker federal law

19. Trends in general e-Gov use(% of internet users who have gone to federal, state, or local Web sites) Source: pewinternet.org Accessed: March, 2007

20. Online Surfing for Government Information in 2003 • 66% look for general information from federal, state, or local sites • 27% have sent emails to government • 28% have gotten advice about a health or safety issue from a government agency • 34% get recreational/tourist information • 41% research official documents/statistics • 23% get information about or apply for benefits • 30% have used the Internet to try to change a government policy or affect a vote on a law Source: pewinternet.org Accessed: March, 2007

21. On-Line only Part of Picture American Public Preferences for Contacting Government • Telephone 40% • Web 24% • In person 13% • E-mail 11% • Write a letter 10% Source: How Americans Get in Touch with Government (May, 2004) Source: www.fcg.gov/ Accessed: Jan 2005

22. Preferred Means of Contact – by Reason Source: pewinternet.org Accessed: March, 2007

23. General satisfaction • American Customer Satisfaction Index • http://www.theacsi.org/index.php?option=com_content&task=view&id=27&Itemid=62 • http://www.theacsi.org/index.php?option=com_content&task=view&id=162&Itemid=62

24. Nature of e-Gov Experience • Most (80%) find what they are looking for at government Web sites (2002) • Lots of basic information searching: • Tourist/recreational information • Research • Get forms • Service inquiry • Policy issues • Rising expectations (2002): • 65% of all Americans expect government information to be on the Web • 39% of all Americans will turn to the Net first for next government contact • 37% of all Americans will turn to phone

25. Perceptions on e-Gov’s impact … • How much, if at all, has the Internet improved the way you interact with government? Source: pewinternet.org Accessed: March, 2007

26. It’s Not Public Information • Citizen to Government • Access to Information - Cross Jurisdictional • Basic Transactions • Participation in Policy, Rules • Business to Government • Facilitating Compliance - Permits, Notification, Reporting • Grants/Procurement - Bidding, award and payment • Government to Government • Communication, data transfer and exchange • Privacy considerations here • Interactive policy development

27. Recognizing the Leaders • “Best of” Surveys and Studies • Center for Digital Government • Brown University - Cover in More Detail

28. Challenges for e-Government • Data Privacy, Security • Internal Staff Skills & Cultural Change • Digital Divide? • Benchmarks/Measures • Funding/Business Cases • Strategy/Vision