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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

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

Seth G. Fearey Connected Communities

IIPS, 14 November, 2001

what is e government
What is E-Government?

A full range of computer and communications-enabled government services for

  • citizens
  • businesses
  • employees
  • other public agencies
key elements of e gov
Key Elements of E-Gov

Technology

Internal Operations

Agency to Agency

Public Policy

Services & Transactions

Public Engagement

Technology

e gov is growing in popularity in the u s
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)

people are using the web to communicate with local gov t
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
slide8
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.

driving forces
1. Reinventing Government

Financial Pressures

Customer Pressures

Speed Pressures

New Technologies

Driving Forces

“Do More with Less”

driving forces10
Driving Forces

2. The Internet

  • Rising Expectations

U.S.

Almost 60%

including 10.6 million broadband users

Source: Nua Surveys, Yankee Group

driving forces11
Driving Forces

2. The Internet

  • Falling Costs

Cost to send 1 bit 1 km in mills

consumers know it costs less to use the internet
Consumers Know It Costs Less to Use the Internet

Source: OECD from various sources

slide13

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.

goals of e government
Goals of E-Government

1. Better, More Convenient, Customer Service

goals of e government16
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

goals of e government17
Goals of E-Government

1. Better, More Convenient, Customer Service

2. Greater Operating Efficiencies

3. More Public Participation in Government Decision Making

goals of e government22
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

challenges
Challenges
  • It is Expensive
  • The Technology Does Not Always Work
slide26

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

challenges27
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
strategies
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
the new new face of government30
The New, New Face of Government

It’s Personal

It’s Regional

e.g. MARC regional e-procurement portal

slide31

A Service Portal for King County Cities

  • A single gateway
  • On-line services
  • Links to City sites and applications
metro washington council of governments e procurement portal
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

the new face of government
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.