factors for successful municipal E Government E Government Conference

10 factors for successful municipal E-Government 2nd E-Government Conference Prague, 05.09.2003 Dipl.-Pol. Tina Siegfried German Institute of Urban Affairs Agenda Developing a model for success in local community e-government 10 Factors for successful municipal e-government A storage for e-government-knowledge Dealing with e-government Virtual Virtual marketmarketplaces places Online services, Online services, applications applications Frontend – Frontend – Backend Backend Platform Platform City-Portals, City-Portals, Internet, Internet, Intranet Intranet Workflow, Workflow, ContentmaContentmanagement nagement VPN, LAN VPN, LAN Security, Security, DataprotecDataprotection tion Electronic Electronic Signatures Signatures Transactions Transactions Participation Participation Citizens Divisions Staff Top Management City Council Developing a model for success in local community e-government Basis: a comprehensive understanding of e-government E-Government includes all aspects of government and administration (public opinion, decision-making, creation and provision of services, public participation) insofar as they can be supported and enhanced by the use of information and communication technology Defining objectives, developing strategies and measures are much more important than the technical equipment itself Factors for success for local community e-government Resources Vision and strategy Organization Costs and benefits Technical solutions Marketing Cooperation Legal aspects Applications Qualification Factors and subfactors, allocating priorities Factor for success 1 Guiding principles and strategy Sub-factors • Guiding principles for e-government • Overall strategy "Virtual town hall" • Integration of the guiding principles and strategy into wider guiding principles and strategies • Dealt with by the top leadership • Political support • Priorities and long-term planning for the project "Virtual town hall" • Project organisation • Combination with administrative reform • Re-engineering of the procedural organisation, transaction process analysis and optimisation • Re-engineering of the structural organisation • Organisation of cooperation • Evaluation and monitoring of results Priority A A B AA AA A AA A A C B A 2 Organisation, project and change management Factors and subfactors, allocating priorities Factor for success 3 Applications Sub-factors • Information • Communication • Transactions • Integration • Participation 4 Benefits and costs • Citizens • Business companies • Guests • Administration • Politics Priority A A A AA B AA AA A-C A B Factors and subfactors, allocating priorities Factor for success Sub-factors Priority B A A AA B A A A AA A A B C A A 5 The right technology and • Workplace design organisation of the use • IT networking – hardware of technology • Network-based software solutions • Core services and infrastructure • Electronic signatures • Technical platform • Access • Standards • Security 6 Competence, motivation • Staff and qualifications • Management • Council/senior administrative staff • Users 7 Creation of acceptance, marketing • Internal communication • External communication Factors and subfactors, allocating priorities Factor for success 8 Cooperation and partnerships Sub-factors • Cooperation with other public authorities • Partnership with business companies • Cooperation with associations and initiatives • Exchange with science and research 9 Sustainable resources • Financing • Personnel • Knowledge 10 Legality • Legal competence • Permissibility of portal services • Operating structure of the portal • Integration of private expertise • Compliance with general obligations for portal operation • Legal provision of information services • Legal provision of communication services • Legal provision of transcription services • Changes in the law Priority A A B C AA A B AA AA A A AA AA AA AA B Vision and strategy Mission statement needed ! Developing strategies ! Adjusting to other overall concepts Giving E-Government top priority ! Political support needed ! Progress planning: priorities and resources Organization Projectmanagement Project management Link ups with administrative reform Re-Engineering of business processes Re-Engineering of the organizational structure Cooperation with divisions Evaluation Applications Applications are at the "heart" of local community e-government Combinations of Information Communication Transactions Integrative Services Participation Costs and benefits Target groups: citizens, companies, visitors, administration, politics Target dimensions: higher level of internal information and motivation higher quality of service and communication greater transparency and citizen participation image of a modern location more efficient and rational administration Technical solutions Local community e-government is far more than just an IT project ! There is a need for creating the technical infrastructure with in-house networking of workplaces implementing suitable software solutions for effective networkassisted cooperation introducing electronic signatures selecting possible forms of access: Internet, call centres, citizens' advice centres, kiosks, "voice government", mobile access, TV access, … developing security and data protection concepts Motivation Qualifications staff must be involved different groups have different training needs: need for training among administrative employees, councillors and top management provide qualifications and greater competence to citizens and owners or managers of business companies Marketing, Creation of acceptance Public awareness needed ! Requires a coordinated communication policy Approaching various target groups To rise the "in-house" acceptance: a wide variety of information channels can be used (e.g. Intranet, notice boards, information meetings, workshops) Cooperation Cooperate with other public authorities Create Partnerships with the business sector Hold contact with associations Intensify contacts with universities, colleges or other research institutes Sustainable Resources E-government is always a long-term and continuous project necessary funds and sufficient personnel resources must be planned Need of knowledge management Legal aspects Ensure internal jurisdictional knowledge Compliance with the legal framework necessary The provision of services in the areas of information, communication and transactions requires special knowledge in administrative law municipal business law data protection law award of contracts Building up a storage for e-government-knowledge 10 factors for successful community e-government Guidelines for successful community e-government Building and establishing the online storage, including Answers to frequently asked questions Recommended approaches Experiences from MEDIA@Komm Experiences from other German cities Experiences from abroad Empirical results Documents, Links Thanks for Your Attention! More information under www.mediakomm.net mailto: siegfried@difu.de or just call: +49-(0)30-39001201