Efficiency, Effectiveness, and Accountability: Improving the Quality of Life Through E-Government

1. The City of New York Efficiency, Effectiveness, and Accountability:Improving the Quality of Life Through E-Government Rudolph W. Giuliani Mayor “Reinventing Government, a fashionable but premature idea a decade ago, is at last being made possible by the Internet ” - The Economist, June 2000

2. First published in 1991, Reinventing Government provided an inspiration for many policy initiatives and reforms in NYC and throughout urban America. Now, E-Government offers us the opportunity to build upon this foundation by fundamentally restructuring government to make it more efficient and accountable.

3. UPS: Moving at the Speed of Business Several years ago, UPS implemented management reforms and restructuring that were made possible by new technology. Their new advertising slogan was “Moving at the Speed of Business.” • UPS needed to innovate to regain their competitive edge. • UPS evolved into a business that offers services, solutions and strategic partnerships with its customers, not just overnight packages • They became the first package delivery company to go online and use technology to offer those services at any hour of any day Play Commercial

4. Moving at the Speed of Government Apparently, “Moving at the Speed of Government” did not inspire confidence in consumers. “Internet time is about three times as fast as clock time. The government works on government time, which is about three times as slow. That’s a nine-fold difference”. - Intel Chairman Andy Grove

5. NYC.gov Commercial Moving at the Speed of E-Government

6. Traditional Government Structure Traditional bureaucratic structures initially built in the 19th century are now being replaced with a 21st century technological infrastructure that is directly responsive to the people it serves. Traditional Government access is similar to the banking industry of twenty years ago • Bankers Hours: Monday – Friday: 9am – 3pm • Long lines and complicated processes • Overwhelming bureaucracy • Required time away from work to be serviced • Paper intensive process Banks, realizing their shortfalls, used technology to improve customer interaction • ATM’s replaced tellers and provided online and telephone access to your money, 24 hours per day • Introduction of technology allowed for the reengineering of back-office functionality

7. Foundations of E-Government in NYC CompStat is a management tool that uses technology to improve efficiency, effectiveness and accountability in crime fighting. This is what E-Government will ultimately do for all areas of Government: Efficiency = Reducing Bureaucracy, Saving Money and Time Effectiveness = Improving the Delivery of Service Accountability = Transparent Government and Managerial Responsibility

8. Transparent & Common Sense Government: The New NYC.gov My NYC gov allows for site customization Easy access to City Officials and commonly requested services City Features are clearly highlighted Users can locate City services based on intent, rather than an inherent knowledge of City Government Mayoral information CustomizableFeatures Content aggregation allows information to be located in an intuitive manner

9. Flexible Consumer-Driven Layout “I Want to” navigation Featured “I Want To” content The “I Want to” menu allows visitors to access City services based on intentions – regardless of the agency that provides a service

10. Intentions-Based Service Areas Identify a service category Choose service listing Receive service choices

11. View real-time traffic cameras View crime statistics Locate medical providers (HealthStat) View taxi driver violation information (limited access) Pay business taxes View property taxes View water and sewer charges View the City Record Pay parking tickets Conduct online parking ticket hearings Locate a towed vehicle Report West Nile Virus exposures (dead birds / stagnant water) Examples of E-Government Services CurrentlyAvailable • Lookup Sanitation collection schedules • Request removal of abandoned vehicles • Reserve a baseball field • Request vacant lot clean up • Locate senior housing and programs • Determine status of Senior Citizen Rent Increase Exemptions (SCRIE) applications • Lookup restaurant inspections • Order birth certificates • Locate flu vaccine facilities • View the building code • Apply for City jobs • Request dead tree removal

12. Examples of E-Government Services Coming soon • View restaurant inspections via handheld devices • Obtain mosquito spraying info by zip code • Perform an adoption search • Online renewal of fire department certificates of fitness • Retrieve fire records / reports • Online mapping of street permits including parades, construction and events • Pay property tax • Pay water and sewer charges • Pay Environmental Control Board violations • Pay Consumer Affairs licensing fees • Submithunting and fishing applications for NYC’s watershed • Enroll for Civil Service exam registration • Electronically file building plans • View Environmental Control Board and Department of Building violations • View real property complaints • View real property profiles • View and search the administrative code • Find emergency evacuation routes and shelter locations • Perform vendor registration for the bidders list • Receive notification of solicitations • Submit business license applications • View the Greenbook Online – The City’s directory

13. The Evolutionary Steps of E-Government Progressing towards an integrated E-Government is an evolutionary process • First Stage – Publish • Information and links to existing websites • Second Stage - Interact • Establishing two-way communication between individuals and City agencies • Third Stage - Transact • Conduct business transactions between an individual and City agencies • Fourth Stage - Transform • Customizable E-Government: Online coordinated services • Fifth Stage - Integrate • Online integration of different levels of government and neighboring municipalities

14. Transcending Traditional Government Structures DOH Just some of the agencies involved in opening a new restaurant Citizens want to interact with local government as a single enterprise, rather than a disparate collection of agencies. For example, • Opening a Restaurant • What would seem to be a simple process, involves multiple levels of bureaucracy • Requires the involvement of multiple city agencies • The inconvenience caused by government bureaucracy has led way to the expeditor business • Today, Government is using technology to make vast improvements in customer service • E-Government provides 24 hour access to your government • Citizens no longer need to stand in line • Bureaucracy can be masked by virtual reorganization

15. Consumer Affairs City Planning DOT Finance Department Department of Health Trade Waste Commission Traditional Government Bureaucracy The process of opening a new restaurant involves interaction with multiple City agencies, that each provide multiple services. Business Taxes Zoning Information Certificate of Occupancy Food Certificates Business Incentives Building Permits Garbage Collection Sidewalk Seating Pay Violations Insurance DEP DOB FDNY DBS

16. Consumer Affairs Trade Waste Commission DOT The Reality of Virtual Services Allows visitors to bypass bureaucracy. Business Taxes Zoning Information Pay Violations Certificate of Occupancy Food Certificates Business Incentives Building Permits Garbage Collection Sidewalk Seating Insurance City Planning Health Department DEP DOB FDNY DBS Finance

17. Bridging the Digital Divide Approximately 50% of New Yorkers currently have access to the Internet. To ensure that all New Yorkers have access to E-Government, the City is deploying: Information Kiosks • Every E-Government function that is available online will be accessible to people without a computer at home through kiosks that will be placed throughout the City in public areas such as shopping malls, government buildings, transportation hubs, and hospitals. Public access to the Internet and Computer Training • Through an extensive public/private initiative, computers and training are available in public facilities such as libraries, and recreation centers in parks. Additionally, a generous contribution by the NY Stock Exchange Foundation allowed expansion of this program to the City’s housing developments. Project Smart Schools • Targeted Mayoral initiative that has provided every middle school student with access to a computer. Broadband access to public schools • Through a partnership with AOL Time Warner and Cablevision, New York City Public Schools will be provided high-speed Internet access. Web Phones • The City is actively encouraging the placement of pay telephones that offer access to the Web throughout New York City.

18. The Bottom Line • Engrain Accountability • Banish Bureaucracy • Cut Costs • Improve the Quality of Life E-Government promises to:

19. The Effects of E-Government –Engraining Accountability • Instill top-to-bottom managerial responsibility for complex projects, as well as the day-to-day business of government. • Establish objective criteria to measure success or failure. • Instant access to critical data for City managers. • Enable immediate public access to government information and performance measures.

20. The Effects of E-Government –Banishing Bureaucracy • For decades, people have tried to cut government bureaucracy – but it has deep roots, and grows back quickly, even after being cut. E-Government offers the opportunity to end municipal job protection. • E-Government will give citizens the ability to bypass bureaucracy altogether, eventually making it obsolete. • Essential services – such as fire and policing will be unaffected, except to see their work made easier through E-Government. But the ranks of support staff will be dramatically reduced, and these workers will be retrained to better serve the public.

21. The Effects of E-Government – Cutting Costs • Reducing bureaucracy will not only improve the delivery of service, but also reduce the long-term burden on taxpayers. • For example, every bank transaction involving a teller costs approximately one dollar – while the associated cost of using an ATM is one cent. The use of technology is the best method of achieving this scale of savings. • To maximize public savings in the future, municipalities will need to ensure that their E-Government functions are 100% automated. • The resulting savings from reducing bureaucracy can be directed towards anything from tax-cuts to capital projects.

22. The Effects of E-Government – Improving the Quality of Life • Increases individual freedom and access to information. • Allows people to interact with government at their own convenience rather than adjusting their lives to the unwieldy schedule of a bureaucracy. • A more transparent government will foster greater trust, while a more efficient and accountable government promises to decrease citizen cynicism and frustration.

23. New York City: 1993 - 2001 New York City has transformed 42nd Street: Into this: There has been a social and cultural shift, and as a result we’ve changed the way New Yorkers think about their City.

24. New York City: 2001 – Into the Future Now, E-Government gives us the opportunity to change the way residents think about their government. People will no longer have to stand in line. Instead, the future of government is online.

25. View Real-Time Traffic Cameras Select a Borough View the Traffic Cameras Select a Camera

26. View Restaurant Inspection History Select an area of town – or – choose a specific restaurant View the most recent restaurant inspection reports

27. Reserve a Baseball Field Fill out a form Finalize your order Receive a confirmation Message