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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 governmentis changing.
• To the Web
• And more ...
The Goal is Customer Service
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
Internal Operations
Public Engagemen
t
Agency to Agency
Services & Transaction
s
Public Policy
Technology
Technology
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• 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
But plans are in place to adopt e-government practices rapidly over the next few years.
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
Driving Forces
1. Reinventing Government– Financial Pressures– Customer Pressures– Speed Pressures– New Technologies
“Do More with Less”
Driving Forces
2. The Internet– Rising Expectations
Millions of Users
0
20
40
60
80
100
120
140
160
180
1995 1996 1997 1998 1999 2000
Source: Nua Surveys, Yankee Group
U.S.
including 10.6
million broadband
users
Almost 60%
Driving Forces
2. The Internet– Falling Costs
0
1000
2000
3000
4000
5000
6000
1975 1980 1985 1990 1995 2000
Cost to send 1 bit 1 km in mills
Consumers Know It Costs Less to Use the Internet
TransactionTraditional Systems Internet
% Savings
Banking 1.08$ 0.13$ 89%Airline Ticket 8.00$ 1.00$ 87%Bill Payment 2.75$ 0.85$ 70%Insurance $400-$700 $200-$350 50%
Source: OECD from various sources
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
1. Better, More Convenient, Customer Service
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-Government
1. Better, More Convenient, Customer Service
2. Greater Operating Efficiencies
3. More Public Participation in Government Decision Making
City Council Meeting, Bloomington, Indiana
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
• It is Expensive
• The Technology Does Not Always Work
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
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
• 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 GovernmentIt’s Personal
The New, New Face of Government• It’s Personal
• It’s Regional– e.g. MARC regional e-procurement portal
A Service Portal for King County Cities
• A single gateway
• On-line services
• Links to City sites and applications
Washington, D.C.Washington, D.C.
MarylandMaryland
Virginia Virginia
Anne ArundelAnne Arundel
HowardHoward
MontgomeryMontgomery
BowieBowie
ArlingtonArlington
Prince Prince George’sGeorge’s
LoudounLoudoun
Falls ChurchFalls Church
Fairfax CityFairfax City
ManassasManassas
Prince WilliamPrince William
StaffordStafford
SpotsylvaniaSpotsylvania
CharlesCharles CalvertCalvert
FairfaxFairfaxAlexandriaAlexandria
FrederickFrederick
Partners
In partnership with the Greater Washington Board of Trade.
Metro Washington Council of Governments E-Procurement Portal
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.