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An overview of libraries and e-government that covers the complex issues and related barriers facing public libraries with the growing expectation that the public will engage in e-government transactions. Presentation given at CTG's workshop on "The Role of Public Libraries in Enabling Open Government," May 7-8, 2014 in Alexandria, VA. Find out more at http://imls.ctg.albany.edu/.
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John Carlo BertotDirector and ProfessorInformation Policy & Access CenterCollege of Information StudiesUniversity of Maryland College [email protected] digitalinclusion.umd.edu
Libraries and E-government: Foundations and Issues
OutlinePublic Libraries in the USLibraries and E-government
◦Background◦Issues◦Implications
Concluding Comments
Public Libraries in the US
A Long TraditionGovernment information
◦In some cases, Depository LibrariesDemocratic principlesEngagementPartnerships
◦Tax forms, VITA centers◦Passport centers◦Immigration
A Steady March to “E” GovernmentMore content onlineMore services online (and often
only online)Disaster recoveryE-participationSocial media
http://www.governing.com/gov-data/public-workforce-salaries/monthly-government-employment-changes-totals.html
Background: E-Government & Public LibrariesGrowing expectation that the public will engage in e-government transactions but there are barriers to access:
Lack of access to computers and Internet
Lack of digital literacy skills
Lack of civics understanding
Accessibility and usability issues
Language and cultural barriers
Lack of trust
E-Government Roles and Services Overall
Staff provide assistance to patrons applying for or accessing e-government services
96.6%(n=12,609)
Staff provide as needed assistance to patrons for understanding how to access and use e-government Websites
91.8%(n=11,978)
Staff provide assistance to patrons for understanding government programs and services
50.0%(n=6,528)
Staff provide assistance to patrons for completing government forms
70.7%(n=9.232)
The library partnered with government agencies, non-profit organizations, and others to provide e-government services
30.9%(n=4,017)
What We Know
Insufficient staff
Insufficient staff expertise
Too few workstations
46.3%
27.9%
50.0%
48.3%
37.7%
34.2%
51.9%
48.3%
35.1%
49.8%
41.3%
37.2%
Challenges Affecting Ability of Public Libraries to Help Patrons Meet Employment Seeking
Needs
OverallRuralSuburbanUrban
What We Know
PATLiteraci
es
Basic Digital Informatio
n Civic
PACs/Devices
Broad-band
WiFi
Transactions
Email/PINs
Navigation
Information
Forms
Foundational
Enhanced
Instruction/Programs
Language GED Employmen
t Navigators Partnership
s
Transformational
End to end
Engagement
Hackathons
The E-government Context in Libraries
Hartford Public Library (CT)
Partnership with USCIS, local school district, and non-profit organizations
• Provides assistance with immigration process and beyond (e.g., passports, voter registration)
Alachua County Library District (FL)The Library Partnership: Public library 40 non-profit
organizations and local government agencies housed in one facility
◦ One stop resources for the community focused on social services related to child welfare
4th FloorHackathonsConnections to
Open Chattanooga◦ http://openchatta
nooga.com/
Public access technology
Literacies
TransportationDiffering
participation requirements
User Issues
Issues
Sufficiency of Technology
Staff Skills
Time & Resources
Relationships with government
agencies
Library Issues
Issues
Additional Issues• Buildings• Understanding the complex maze• E-government typically embedded in
a larger policy and legal framework• Who does what
• Legal• Privacy• Information v. Assistance v. legal
advice
IssuesDevices
◦Smartphones, tablets, computers, ?◦Mgov well underway
Cost shifting/burden◦But an opportunity
Often excluded from design and implementation◦Yet deal with day-to-day use
Concluding CommentsLibraries have some choices to
make◦Transactional transformational
Where on the continuum? Implications for staffing, buildings,
technology infrastructure
Partnerships and collaborations essential
New skills required◦Data analytics, local data
infrastructures, technology, case management/social services
ResourcesLibraries and E-government
◦Data http://plinternetsurvey.org (1994-2012) http://digitalincusion.umd.edu (2013-
2014)
◦Engagement/help http://Lib2Gov.org
E-government @ Your Library Webinar series Guides and strategies
◦MLS Education http://egov.umd.edu
