E-Government in the E-Government in the U.S.U.S.

E-Government in the U.S.E-Government in the U.S.

Computerized operations → interactive Computerized operations → interactive operations between government and usersoperations between government and users

““E-government” begins in the 1990sE-government” begins in the 1990s Based on theory of purpose and duties of Based on theory of purpose and duties of

government: safe subject for politiciansgovernment: safe subject for politicians Could we function without it?Could we function without it?

My e-government lifeMy e-government life

Obtained tax forms and submitted returnsObtained tax forms and submitted returns Paid city usage feesPaid city usage fees Renewed drivers’ licenseRenewed drivers’ license Registered to voteRegistered to vote Ordered and received absentee ballotOrdered and received absentee ballot

Most popular topicsMost popular topics

From From www.cabq.govwww.cabq.gov

JobsJobsPay your water and solid Pay your water and solid waste billswaste billsReport abandoned vehiclesReport abandoned vehiclesRestaurant inspectionsRestaurant inspectionsRoad Construction ReportRoad Construction ReportDepartment listingDepartment listingPlanning Planning MapsMaps (GIS) (GIS)

Other popular topicsOther popular topics

Register for city business Register for city business licenselicense

Procurement Procurement Economic developmentEconomic development MayorMayor City councilCity council Find meetings, agendas, Find meetings, agendas,

legislationlegislation Register to voteRegister to vote

Doing businessDoing business

Procurement – Procurement – www.fedbizopps.govwww.fedbizopps.gov and and www.grants.gov, among otherswww.grants.gov, among others

Automatic updatesAutomatic updates Exporting anything -- www.expert.govExporting anything -- www.expert.gov Importing anything – Importing anything –

http://trade.gov/index.gov; http://trade.gov/index.gov; http://trade.gov/ia/index/asp; http://trade.gov/ia/index/asp; www.business.gov/gudies/import-expertwww.business.gov/gudies/import-expert

Measurements of successMeasurements of success

How much does the government save (staff How much does the government save (staff time and salaries)?time and salaries)?

Virginia saved $270,000 in processing Virginia saved $270,000 in processing unemployment claims annuallyunemployment claims annually

Indiana documented $400 million in Indiana documented $400 million in increased revenue and reduced costs due increased revenue and reduced costs due to electronic tax filing and direct deposit of to electronic tax filing and direct deposit of refunds over five yearsrefunds over five years

Public outreach (Brookings)Public outreach (Brookings)

48% of websites allow posting of 48% of websites allow posting of comments, message boards, surveys and comments, message boards, surveys and chat roomschat rooms

44% of websites allow residents to register 44% of websites allow residents to register to receive updates on specific issuesto receive updates on specific issues

Executive sites are strongest on outreach, Executive sites are strongest on outreach, legislative and judicial often merely legislative and judicial often merely billboardsbillboards

Public interactionPublic interaction

• Expectmore.govExpectmore.gov

• Regulations.gov**Regulations.gov**

• Second Life, www.secondlife.comSecond Life, www.secondlife.com

• INFORMATIONINFORMATION

ChallengesChallenges

• Changing the culture is the toughest partChanging the culture is the toughest part• Constant need to re-evaluate and update Constant need to re-evaluate and update

sitessites• Inconsistent designs of related Inconsistent designs of related

sites=confusionsites=confusion• Including workable search enginesIncluding workable search engines• Keeping private information privateKeeping private information private• Broadening access (languages, disabilities)Broadening access (languages, disabilities)• Keeping sophisticated personnel on staffKeeping sophisticated personnel on staff• Financing e-government sites and programsFinancing e-government sites and programs

FinancingFinancing

• User feesUser fees Summarized at Brookings e-government study for Summarized at Brookings e-government study for

2008, www.brooking.edu2008, www.brooking.edu• Examples of public-private partnershipsExamples of public-private partnerships No public cost for prize-winning Nebraska state No public cost for prize-winning Nebraska state

portal, www.Nebraska.govportal, www.Nebraska.gov Virginia Department of Taxation Partnership Virginia Department of Taxation Partnership Project, affecting more than $9 billion in annual Project, affecting more than $9 billion in annual revenue for government servicesrevenue for government services Center for Digital Government Best of the Web Center for Digital Government Best of the Web awards awards

Competition and CooperationCompetition and Cooperation

• Best of the Web Awards – National League of Best of the Web Awards – National League of Cities and National Association of Counties and Cities and National Association of Counties and the Center for Digital Governmentthe Center for Digital Government

• National Association of Computerized Tax National Association of Computerized Tax Professionals Professionals

• Federation of Tax AdministratorsFederation of Tax Administrators• National Electronic Commerce Coordinating National Electronic Commerce Coordinating

CouncilCouncil• E-Government Act of 2002 and initiativesE-Government Act of 2002 and initiatives

• Adapted CitiStat to diagnose local management Adapted CitiStat to diagnose local management issues in Indjija and Paracinissues in Indjija and Paracin

• Used it for call center (plus walk-ins and SMS) to Used it for call center (plus walk-ins and SMS) to report concerns, generate work orders with 48-report concerns, generate work orders with 48-hour response timehour response time

• Case Management System and web-based Case Management System and web-based statistics in Serbia’s Commercial Courtsstatistics in Serbia’s Commercial Courts

• Expect to assist with more local applications, Expect to assist with more local applications, perhaps with courtsperhaps with courts