Essentials of E-Government Presented by: Richard H. Carson, director Clark County Department of Community Development Vancouver, Washington.

Essentials of E-Essentials of E-GovernmentGovernment

Presented by:Presented by:

Richard H. Carson, directorRichard H. Carson, director

Clark County DepartmentClark County Departmentof Community Developmentof Community Development

Vancouver, WashingtonVancouver, Washington

The basic The basic premisepremise

The slogan for E-Government today is: The slogan for E-Government today is:

““Don’t stand in line, go online!”Don’t stand in line, go online!”

This means that government is using This means that government is using today’s technology to become more today’s technology to become more cost-cost-efficientefficient and to provide better and to provide better customer customer serviceservice. We do this by empowering the . We do this by empowering the customer and shifting much of the customer and shifting much of the responsibility back to them.responsibility back to them.

Customer ServiceCustomer Service

It is a convenience to the customer when they It is a convenience to the customer when they don’t have to drive to a government office and wait don’t have to drive to a government office and wait in line.in line.

Virtual government is open and accessible via the Virtual government is open and accessible via the Internet and telephone 24 hours a day, 7 days a Internet and telephone 24 hours a day, 7 days a week. week.

It is essential that E-government provide com-It is essential that E-government provide com-prehensive information, ease of navigation and be prehensive information, ease of navigation and be able to handle both financial (i.e., pay taxes, get a able to handle both financial (i.e., pay taxes, get a permit, pay a fine) and non-financial transactions. permit, pay a fine) and non-financial transactions.

More customer More customer service...service...

Different customers search the Internet in Different customers search the Internet in different ways. Some people are very alpha-different ways. Some people are very alpha-numeric and will search for key words. numeric and will search for key words.

However, some people are more visually However, some people are more visually oriented. So you need to allow them to also oriented. So you need to allow them to also use your geographic information system use your geographic information system (GIS) -- which is computerized mapping -- to (GIS) -- which is computerized mapping -- to identify a property that can lead them to identify a property that can lead them to information related to such things as taxes, information related to such things as taxes, permits and zoning. permits and zoning.

More customer service...More customer service...

There are more technologies you can use. There are more technologies you can use. Interactive Voice Recognition (IVR) technology Interactive Voice Recognition (IVR) technology allow customers to access information 24-7 by allow customers to access information 24-7 by telephone. This two-way system also lets telephone. This two-way system also lets applicants know the status of their permits and applicants know the status of their permits and the inspectors schedule the inspection.the inspectors schedule the inspection.

One of the greatest tools available today are One of the greatest tools available today are computerized permitting systems. These computerized permitting systems. These system track the permit through the process for system track the permit through the process for both the staff and for the applicant.both the staff and for the applicant.

More customer service...More customer service...

The permitting system also allows the users to The permitting system also allows the users to append lots of other information. It can be linked append lots of other information. It can be linked to digital images and electronic records. The to digital images and electronic records. The latter saves space (no paper records) and latter saves space (no paper records) and provides immediate access to documents via the provides immediate access to documents via the computer and reduces the cost of staff handling.computer and reduces the cost of staff handling.

The use of fax on demand can reduce costs. The The use of fax on demand can reduce costs. The newest technology converts the incoming image newest technology converts the incoming image to a “pdf” and also delivers it straight to your PC.to a “pdf” and also delivers it straight to your PC.

Cost-efficienciesCost-efficiencies

Intel recently referred to the Portland-Vancouver Intel recently referred to the Portland-Vancouver area as the “most unwired city” in America. By that area as the “most unwired city” in America. By that they meant we have the highest WiFi (or wireless they meant we have the highest WiFi (or wireless fidelity) access. WiFi is the use of a cell phone and a fidelity) access. WiFi is the use of a cell phone and a laptop or PDA to achieve wireless access.laptop or PDA to achieve wireless access.

Government needs to promote local WiFi. The use Government needs to promote local WiFi. The use of WiFi linked directly to the E-government of WiFi linked directly to the E-government mainframe will reduce the cost of double entering mainframe will reduce the cost of double entering information collected in the field and reentered in information collected in the field and reentered in the office for building, fire and restaurant the office for building, fire and restaurant inspectors.inspectors.

More efficiencies...More efficiencies...

There are also alternative technologies to There are also alternative technologies to WiFi. For example, Clark County uses a type WiFi. For example, Clark County uses a type of voice recognition software that allows the of voice recognition software that allows the fire marshal inspectors to verbally dictate fire marshal inspectors to verbally dictate their building inspection reports by phone.their building inspection reports by phone.

Once you verbally work with the software, it Once you verbally work with the software, it is about 95% effective in producing an is about 95% effective in producing an accurate transcription. Again this save the accurate transcription. Again this save the need to enter the information a second time.need to enter the information a second time.

More efficiencies...More efficiencies...

Having a virtual government actually Having a virtual government actually reduces the number of employees needed, reduces the number of employees needed, or conversely, increase your level-of-service or conversely, increase your level-of-service without increasing your budget. You will without increasing your budget. You will need less cashiers, permit specialists and need less cashiers, permit specialists and telephone receptionists.telephone receptionists.

You will need less administrative staff You will need less administrative staff because they are no longer re-entering field because they are no longer re-entering field notes .notes .

More efficiencies...More efficiencies...

The virtual conference/meeting saves the The virtual conference/meeting saves the government and the customer money because government and the customer money because neither need to travel, and need food and neither need to travel, and need food and lodging. lodging.

The use of the new “smart board” or “electronic The use of the new “smart board” or “electronic white board” technology also saves time and white board” technology also saves time and money because engineers and building money because engineers and building reviewers can discuss changes to building plans reviewers can discuss changes to building plans in real time and without the travel. Many in real time and without the travel. Many conference takes as much time to get as is conference takes as much time to get as is spent in the actual meeting. spent in the actual meeting.

More efficiencies...More efficiencies...

Providing public information is part of Providing public information is part of what government does. However, the use what government does. However, the use of e-newsletters saves money because of e-newsletters saves money because you don’t need as much printing, you don’t need as much printing, postage and staff handling.postage and staff handling.

It is estimated that the cost of handling a It is estimated that the cost of handling a sheet of paper is $5.00, but the cost of a sheet of paper is $5.00, but the cost of a page of e-news is $1.65. That is only 1/3 page of e-news is $1.65. That is only 1/3 of the cost.of the cost.

More efficiencies...More efficiencies...

Government has needs to train and test staff Government has needs to train and test staff on such important issues as safety, work on such important issues as safety, work place violence, sexual harassment, cultural place violence, sexual harassment, cultural diversity, ethics and conflicts of interest. diversity, ethics and conflicts of interest.

The ability to test and train employees at The ability to test and train employees at their individual personal computer is a major their individual personal computer is a major cost savings. You don’t have to pay for the cost savings. You don’t have to pay for the trainer or for the training facility.trainer or for the training facility.

Public servicePublic service

You can also set up bulletin boards, chat You can also set up bulletin boards, chat rooms, listservs and e-groups to provide a rooms, listservs and e-groups to provide a more interactive public discussion.more interactive public discussion.

However, there are some concerns about However, there are some concerns about allowing too much public discussion. If allowing too much public discussion. If such systems are open to the public, then such systems are open to the public, then the opportunity for people to use the opportunity for people to use profanity or to libel someone else is very profanity or to libel someone else is very real. real.

Other benefitsOther benefits

E-government does more than just improve E-government does more than just improve customer service and save the taxpayers customer service and save the taxpayers money. money.

Using this technology means that E-Using this technology means that E-government is actually helping to achieve government is actually helping to achieve significant commute trip reductions and is significant commute trip reductions and is actually more environmentally friendly.actually more environmentally friendly.

SummarySummary

The term e-government used to refer to an The term e-government used to refer to an array of electronic technologies that were array of electronic technologies that were operated completely independent from each operated completely independent from each other, and were supported by different vendors.other, and were supported by different vendors.

E-government today -- because of project’s like E-government today -- because of project’s like “CoolTown” -- is about the complete integration “CoolTown” -- is about the complete integration of these technologies into a seamless and of these technologies into a seamless and comprehensive information system.comprehensive information system.