e-Government TransformationThe City of Roanoke Story

City of Roanoke: Who are we?

• Independent city: population 94,911

• Metropolitan Area population: 235,932

• Family Median Income: $26,948

• Cost of Living Index: 89.5

• 5-time All-American City

• Top Digital City Award in 2001 & 2002

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Goals of e-Government

• Provide better service to citizens & employees• Lower cost of service by becoming a more

efficient and flexible government• Improve constituent participation • Promote a digital society, economic development

& the Roanoke region

“City Hall Without the Walls”

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Our Journey…1997 - 2000 2001 - 2003 2004…

•College Intern – WebMaster•$25/month lease space on server•Information pages (HTML)•E-Mail, basic forms•ci.roanoke.va.us•Guest Book •Strategic Planning for e-Gov

•E-Architecture established •New design & name: Roanokegov.com•Intranet: Phone directory, Policies,Team rooms, calendars, Workflow, etc.,•Internet: Jobs, Calendars, News,Geographical Information System (GIS),Requests for services…•1st Web Developer hired •Content Management System

•Imaging on Web•Employee Self-service Portal•Web integration w/ internal business systems•Wireless/Mobile computing (PDA/cellphone)•2nd Web Developer hired

Untangling e-governmentDevelop a Vision

Gain Organizational Support

Conduct Organizational Strategic Planning

Build e-Architecture

Market Services: (internal & external)

Solicit Feedback

Roanokegov.com

• Real-time job list• Online application• Save, modify, submit• Check status• Internal workflow• Online Ranking,

referrals & hiring!

Job Application System. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Online Payment Center. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

• Pay almost any city bill with a major credit card

• Some database lookups in place

• E-checks coming soon

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• Free• E-mail or text

pager/phone• Get only what

you want

MyRoanoke – constituent notification

. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .Geographical Information System (GIS)

. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .Permit & Inspection Center

• Search permits• View Inspection

results• Links directly to

GIS• Request

Inspections• Forms

. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .Athletics

• Sports• Teams• Schedules• Standings• Facilities• Sign-up Info• Bylaws• News

. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .Police Accident Reports

• Sign up for account & PIN

• $10/report• View billing

details on-line• Imaging• PDF format• No more

copying!

. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .City Clerk On-line

• Agendassince 1988

• City Code

• Measuressince 1955

• Minutessince 1874

. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .eCouncil…”Best of Breed Award 2003”

• Paperless• MS Word

documents• Review, edit &

approve• Workflow

. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .eCouncil cont.,

• History & audit trail

• Document Imaging – available on web

• Agendas distributed on CD

• Council laptops

. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .Employee Self Service Intranet Portal

. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .City Council WebCasting

• Live and archived meetings

• Free hosting by local ISP

• Equipment: Video capture card and modest PC

. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .Content Management System

• One License• PageMasters• Easy to re-design!• Workflow• Multiple Web Sites

– RoanokeGov.com

– Intranet Site

– Kiosk

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Input Form Output Form

. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .Lessons Learned…

•Charging convenience fees gets in the way – minimize if you can.

•Content Management - tremendous success

•PageMasters, Content Manager, Web Team

•Don’t just “webify” a service… take advantage & make it better!!

•Help internal staff be productive:

•Imaging, Workflow, employee self-service portal

•Integrate “related” systems together using a web browser

•Self-service functionality takes careful planning – use TEAMS and contact citizens who will be using the service

•Marketing is often forgotten… use the media, PIO

•Mobile technology is changing the workplace…

Thanks!!

Visit the City of Roanoke at www.roanokegov.com