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ICT Strategy in the City of Vienna. Ingrid Götzl City of Vienna Executive Group for Organisation Information and Communication Technology ISSS 2005 April 2005. Vienna - Facts & Figures. 1.7 Mill. Inhabitants 70 000 staff 9.5 Bill. EUR budget 100+ municipal departments

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ICT Strategy in the City of Vienna

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ICT Strategy in the City of Vienna

Ingrid Götzl

City of ViennaExecutive Group for OrganisationInformation and Communication Technology

ISSS 2005April 2005

Vienna - Facts & Figures

  • 1.7 Mill. Inhabitants

  • 70 000 staff

  • 9.5 Bill. EUR budget

  • 100+ municipal departments

  • 250 000 city-owned flats

  • 400+ schools

  • 50+ swimming/indoor pools

  • 50+ public libraries

    without public traffic and energy supplier, but ...

Vienna - Facts & Figures

...including public health:

  • 26 hospitals & homes for the elderly

  • 15.000 hospital beds

  • 28.000 staff

  • 2,2 bill. EUR budget

Citizen Satisfaction

Business Location Promotion

Economic Efficiency

Strategic Objectives of the City of Vienna

IT Strategy – Political Frame


Making Data move – Making Time for People!

Dr. Michael Häupl,

Mayor and Governor of Vienna

ICT Strategy

  • Defines development and direction of ICT

  • in order to

    • produce correspondence between ICT and the objectives of the „Enterprise“ City of Vienna

    • organise ICT sector (ICT Controlling and ICT Services)

    • coordinate ICT infrastructure

Consequences for ICT - 1

  • Ensure technical future-orientation of ICT infrastructure

  • Ensure „communicability“ between all work places

  • Ensure different access channels to the services offered by the City of Vienna (incl. mobile communication)

  • Ensure „networkability“ of all applications

Consequences for ICT - 2

  • Internet is THE communication platform

  • Intranet is THE technical basis for internal knowledge management

  • Technical guidelines to ensure interoperability, ease of use, prevention of media or system ruptures, stable performance of individual services

  • Use of Austrian-wide standards (E-GovG, Identification by Citizen Card, etc.)

Consequences for ICT - 3

  • Use of (international) standards for data models, interfaces, security, ...

  • Extensive use of standard software

  • Use of Open Source Software as an alternative to Commercial Software in terms of strategy, economics and technology

  • Implementation, use of applications in cooperation with federal govt., regions, cities and townships

Consequences for ICT - 4

E-Government-CooperationFederal RegionalLocal

Distribution of Tasks/1

Municipal Department

  • „Role of Principal/Buyer/Client“ compliant to strategic guidelines

  • Definition of department´s requests

  • Calculation of profits for new ICT projects

  • Budgeting for ongoing ICT projects/services

  • Commissioning of new ICT projects/services

  • Cooperation in providing ICT projects/services

  • Acceptance test

  • In-time planning for ICT requests and required budget

  • In-time provision of sufficient departmental know-how

Distribution of Tasks /2

ICT Department

  • Operational ICT services (infrastructure, applications) in service level agreed quality

  • incl. procurement of ICT ressources

  • customer support in definition of request

  • outcome responsibility for ICT projects by order of departments and compliant to strategic guidelines

  • request-oriented building up of required ressources and know-how

  • support for CIO in creating and maintaining of ICT strategy

Distribution of Tasks /3


  • Creation and Maintenance of enterprise-wide ICT strategy to ensure uniformity of ICT applications, infrastructure and data compatibility

  • Definition of set of guidelines for ICT with enterprise-wide mandatory validity

  • Supervision and controlling of compliance with ICT strategy and eskalation forum

  • Inititiation of strategic ICT projects and masterplans

  • Coordination, and decision on priorisation, of ICT projects

  • Coordination of relations between City of Vienna and other public authorities in the field of ICT


does not mean...

  • ... to equal digitalisation with modernisation

  • ... to replace analogous bureaucracyby digital bureaucracy.

    Stephan Jansen, Universität Witten

E-Government Mantra

  • Successful E-Government is not an ICT project.

  • Successful E-Government is a Change Project.

  • Successful E-Government is promoted by the top management and put in charge of the relevant department.

E-Government Principles

1) E-Government is more than E-Services.

Citizens are more than „Customers“.

2) E-Government is of use for all – even for those who don´t use the Internet.

Catchword „Multichannel“.

3) E-Government = customer orientation = horizontal integration.

Data should be on the move, not the citizens.

4) E-Government = vertical integration = speed and cost reduction.

Media rupture hurts!

5) E-Government means benefit by BPR.

Revolution instead of Evolution.

E-Government Principles

6) E-Government is not for free.

Those who want to reap must sow.

7) E-Government must bring profit.

Otherwise, we tell beforehand.

8) E-Government is about use and usefulness.

Only the useful is used.

9) E-Government is Usability – for the sake of the user.

No riddles, please.

10) E-Government needs PR.

New products need advertising.

What Did We Achieve ?

  • 100+ eGov Applications

  • ca 27% Use

  • 1.9 Customer Satisfaction (Poll 6/2003) of a range 1-5

What´s the Use for the Citizen?

  • We offer quick and competent services to Citizens with easy andsimple Access.

  • We aim to make Citizens feel not only very well administrated but also wellinformed andinvolved,

  • in order to make Public Administrationand Politics more transparentand accessible

...What´s the Use For the Businesses?

  • For Vienna to present itself as a professional partner to the Businesses

  • to perform required processes promptly and with a minimum of resources

  • „This City is in itself a Business Advantage!“

    Ca. 8.000 ICT enterprises in Vienna – 3rd in Europe after London and Munich!

...And What does Administration Get Out of IT/it?

  • Better „ROI“ through better services

  • Supervision for free – through more transparency

  • More satisfaction and identification of citizens with „their“ administration

  • Cost savings allow successful service delivery in the future

Thank you for your attention!

Ingrid Götzl


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