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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
ICT Strategy in the City of Vienna

Ingrid Götzl

City of ViennaExecutive Group for OrganisationInformation and Communication Technology

ISSS 2005April 2005

vienna facts figures
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 figures1
Vienna - Facts & Figures

...including public health:

  • 26 hospitals & homes for the elderly
  • 15.000 hospital beds
  • 28.000 staff
  • 2,2 bill. EUR budget
strategic objectives of the city of vienna
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
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
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
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
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
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
e government

does not mean...

  • ... to equal digitalisation with modernisation
  • ... to replace analogous bureaucracyby digital bureaucracy.

Stephan Jansen, Universität Witten

e government mantra
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
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
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
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
...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
...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