Technology Trends in local government

1. Technology Trends in local government Thursday, May 6, 2010 Presented by: Chad Snow, Manager, Government Consulting Group Berry, Dunn, McNeil & Parker

2. Agenda • Agenda and Introductions (5 Minutes) • Technology Trends (20 Minutes) • Social Media in Local Government (30 Minutes) • Questions and Discussion (15 Minutes)

3. Introductions • Manager for BDMP’s Government Consulting Group • Offices in Portland and Bangor, Maine as well as Manchester, New Hampshire • Regional firm with national experience • Focused on serving local government clients (Town, City, County, and Schools) • Recent relevant experience includes: • Project Oversight for State of New Hampshire ERP Implementation • Project Management Services for Nashua, New Hampshire ERP implementation • Strategic Technology Planning for Wayland, Massachusetts and Scott County, Iowa • ERP Needs Assessment for Sussex County, Delaware • ERP System Selection for Sioux Falls, South Dakota Chad Snow, PMP, CFE Manager- Government Consulting Group

4. Technology Considerations

5. Technology trends Technology in the Public Sector • Tendency towards proven technology • Adopted from private sector • Lower potential for risk compared to private sector • Budget and planning drive procurement cycles

6. Technology trends Technology Systems and Practices • Proven • Has been tested and is widely used in the marketplace • Leading Edge • Newer technology that has been tested, but not widely used across the marketplace • Bleeding Edge • Newest technology that is still being tested and has only been adopted by a few entities across the marketplace

7. Technology trends Risk Increases depending on adopted technology

8. Finance/internal operations Driving Technology in Local Government • Doing more with less • Improve efficiencies • Economy • Need for better planning • American Recovery and Reinvestment Act (ARRA) • Transparency and Accountability • Reporting • More information available to customers

9. Technology trends Technology

10. Technology Trends

11. Technology trends • Advances in Document Management Systems • Integration with Purchasing, Accounts Payable, Invoicing, and interactions with vendors • Digital Signature capability combined with more sophisticated workflow technology • Enterprise Resource Planning (ERP) systems • Real time integration with all other systems • Work Orders • Inventory • Fleet and Fuel Management

12. Technology Trends - Finance ERP Systems • Real time integration with other systems • Work Orders • Inventory • Billing • Collections • GIS

13. Technology trends - operations Geographic Information System (GIS) • Water quality assessments – Idaho • Track water test results, water quality assessment data • Displayed through GIS interface internally and through public Internet viewer • Manage Water Supply Rotation – Tampa Bay Water • View water consumption data • Consumption data at parcel level • Smaller scale implementations of GIS • Mapping water lines • Asset mapping (mains, etc.) • Beginning to see more accepted use of GIS in New Hampshire

14. Technology trends - utilities • Radio Frequency Identification (RFID) • In conjunction with GPS monitoring, RFID tags used to track: • Mobile Assets • Vehicles • Inventory • Buried pipes (RFID ball markers) • Meter Reading • Radio transceivers to read meters via radio without accessing the meter (Itron) • Advances in handheld technology • Preprogrammed route and customer information • Integration to billing systems

15. Technology trends - operations Service and Work Orders • Submitted via email, Interactive Voice Response (IVR), and customer interfaces • Dispatch and schedule through GPS • Handhelds to record results back to central database • Paperless work orders • Work orders integrated into inventory, finance system, time, etc. • GIS to track and report service order locations

16. Technology trends - Customer interaction • Customer Information Systems (CIS) • Web Portals • Usage History Online • Pay Bills Online • Alternate Payment Methods • Credit/Debit Cards • Electronic Funds Transfer (EFT) • IVR • 311 Systems

17. Technology Trends SAAS/ASP/Cloud Computing • Software as a Service • Application Service Provider • Cloud Computing • Still developing technology • Tier I – early offerings

18. Technology Trends Performance Based Budgeting (PBB) • Organizations hesitant to adopt • Difficulty developing performance metrics • Balanced Scorecard • Roots in private sector

19. Technology Trends CitiStat • Mayor sets Goals and Objectives and Performance Objectives • Departments Develop Action Plans • CitiStat becomes overlay for monitoring progress • Baltimore, San Francisco • City of Richmond – RichmondWorks • Integration to ERP

20. Technology Trends Business Intelligence • Roots in Commercial Sector • Analytical Reporting from ERP • Used for Strategic Planning • Tier I and Tier II Development

21. Technology Trends Local Government Portals • Vendors developing online web portals to ERP data • Transparency into expenditure process • Texas initiative – Positive Experience • Connecticut – FOIA changes

22. Social Media in Local Government

23. Social media in local government What is it? • Transition from Gov. 1.0 (putting up a web page to post council agendas) to Gov. 2.0 as a transition from digital archive to a two-way communication tool • Citizens can express opinions, ask questions, and get answers in real time • Get information out quickly in emergency situations - whether it is Swine Flu updates, earthquake warnings, missing child reports or road closures, a single post can reach thousands of people quickly and efficiently • Social networking allows a city to communicate directly with residents and business community to ensure that the information provided is accurate, timely and relevant

24. Social Media in local government Types of Social Media • Facebook • LinkedIn • Twitter • Blogs • Podcasts • YouTube • Wikis

25. Social Media in local government How is it being used? • Real time communication with citizens • Mass notification – non emergency • Request for service • Develop connection with citizens • Emergency notifications

26. Social media in local government Guidelines/Considerations • No matter what type of password protection you have, the sites are NOT private • Post only what you would want your board, council, supervisor, parents, etc. to see • Your page is the equivalent of your digital résumé • Represent yourself and do not pretend to be someone else • Talk with your audience, not project to the audience • Convey a consistent message in all mediums, online and in person

27. Social media in local government Guidelines/Considerations (Continued) • Remove any objectionable images, ideas, comments, or information that other people might post on your page or your wall. • Do not use your page or wall to vent about last night's meeting, a professional colleague, or a business or company. People have been terminated over rants on networking sites and blogs • Discussing an upcoming election is not a good idea. • Avoid providing too much personal information about your home and family on profile pages. If you want to connect "live" with a contact, communicate "off grid" by telephone or e-mail to identify an address and phone number for someone.

28. Social media in local government Local Governments on Twitter • Avon, Indiana: www.twitter.com/TownofAvonIN. • City and County of San Francisco, California, 311 Service: • www.twitter.com/sf311#/SF311. • Howard, Wisconsin: www.twitter.com/villageofhoward • Philadelphia, Pennsylvania: www.twitter.com/PhiladelphiaGov • Santa Rosa, California: www.twitter.com/SRBiz • Sarasota County, Florida: www.twitter.com/scgoveoc • Suwanee, Georgia: www.twitter.com/City_of_Suwanee

29. Social media in local government Is it right for us? • Overall goals related to communication with citizens • Evaluate current technology infrastructure • Evaluate current eGov offerings • Citizen needs/requests • Benefit vs. Commitment • Policies and Procedures

30. Questions and Discussion Thank you!  Chad Snow, PMP, CFE Manager, Government Consulting Group Berry, Dunn, McNeil & Parker Tel: (207) 541-2294 csnow@bdmp.com