fairfax county

A Business Approach to Managing Local Government Services : A Business Approach to Managing Local Government Services Fairfax County’s Strategy & Technology To Deliver Real Time Multi-channel e-Government David J. Molchany, CIO Fairfax County


A Strategic Approach to Technology In Fairfax County : A Strategic Approach to Technology In Fairfax County Successful Real Time Multi-Channel e-Government is the result of successful Strategy, Planning and Technology Deployment.


Who we are… Statistics and Government Structure : Who we are… Statistics and Government Structure Fairfax County Residents - over 1 million Size - 400 square miles Budget - $4.6 billion 33,000 employees Board Members - 10 Elected 1 Elected-At-Large Chairman 9 Representing Specific Districts


Who we are…Government Performance Project Award Winner : Who we are… Government Performance Project Award Winner Rates top among US local governments. Is “one of the best-managed jurisdictions in America”. Received an overall grade of “A-”. Earned an “A” in information technology management.


Who we are…International E-gov Best Practice : Who we are… International E-gov Best Practice Bertelsmann Foundation of Germany rated federal, state and local governments worldwide Five key categories which mark good e-Government programs: Benefits Efficiency Transparency Participation Change management. Of the 60 Web sites measured worldwide, the pacesetters were the British government’s UK-Online City of Seattle Province of Ontario Fairfax County


A Strategic Approach to Technology In Fairfax County : A Strategic Approach to Technology In Fairfax County Board of Supervisors sets County’s strategic direction (based on constituent input). County Executive& Senior Management Team interprets Board’s strategic direction. Upon implementation, strategic direction becomes basis for government operations & services, for budgeting & investment in technology.


A Strategic Approach to Technology In Fairfax County : A Strategic Approach to Technology In Fairfax County Top Level Support for Information and Technology County-wide CIO - one of four Deputy County Executive Level Positions reporting to County Executive CIO Group includes: Information Technology Cable TV, Consumer Protection, Document Services & Archives Fairfax County Library HIPAA Coordination


A Strategic Approach to Technology In Fairfax County : A Strategic Approach to Technology In Fairfax County CIO Leadership Involvement Senior IT Steering Committee (Internal Group) Information Technology Policy Advisory Committee (ITPAC) (External Group) Technology Modernization Fund Annual Technology Project Review Project Manager Certification Steering Committees, Formal Project Reporting & Governance


E-GOV IN FAIRFAXA Detailed Look : E-GOV IN FAIRFAX A Detailed Look Goals: Include all residents, businesses, civic groups & other interested parties Address “Digital Divide” issue Transform how we conduct business through e-gov business transactions Create a government without walls, doors or clocks


E-GOV IN FAIRFAXChosen Technology Platforms : E-GOV IN FAIRFAX Chosen Technology Platforms Interactive Voice Response (IVR) Access Services Via Touch-Tone Phone 25 Multi-Media Kiosks 22 Locations: 15 Libraries, 3 Regional Malls with 6 total Kiosks, 2 Government Centers, 1 Transit Center, 1 Health Center (Regional Effort) Fairfax County Web Site Cable TV Government Access Channel Future iDTV Mobile Access


E-GOV IN FAIRFAXWays to Do Business : E-GOV IN FAIRFAX Ways to Do Business Transactions (IVR / Kiosk / Web) Make Payments (Payment Partner) Register & Pay Online (Parks and Recreation) Report & Inquire with Consumer Affairs Vendor Registration and Procurement Report Change of Address for Tax Purposes County Jobs Online


E-GOV IN FAIRFAXWays to Do Business : E-GOV IN FAIRFAX Ways to Do Business Transactions – Continued Access Information Access Real Estate Assessment Data / Comparables Access Real Estate Parcel Map Courts Housing Waiting List Access Library Services Access Library Catalog Access Library Information Line Reserve / Renew Books Apply for a Library Card


E-GOV IN FAIRFAXWays to Do Business : E-GOV IN FAIRFAX Ways to Do Business Transactions – Continued Schedule Inspections Obtain Status Information Permits Plans Inspections Locate Facilities & Transport Routes Partnered with Metro Bus/Rail {Kiosk} Partnered with Virginia Railway Express (VRE), contains extensive mapping {Kiosk}


E-GOV IN FAIRFAXStatistics : E-GOV IN FAIRFAX Statistics Web site averages Over 625,000 visits per month 7.5 million visits per year 476,000 visitors per year access multiple web pages and/or transactions.


E-GOV IN FAIRFAXWeb Site Redesign Project : E-GOV IN FAIRFAX Web Site Redesign Project Home Page Doing business Visiting Government Living here www.fairfaxcounty.gov


E-GOV IN FAIRFAXWeb Site Redesign Project : E-GOV IN FAIRFAX Web Site Redesign Project Home Page Living here Visiting Government Doing business www.fairfaxcounty.gov


E-GOV IN FAIRFAXWeb Site Redesign Project : E-GOV IN FAIRFAX Web Site Redesign Project Home Page Living here Doing business Government Visiting www.fairfaxcounty.gov


E-GOV IN FAIRFAXWeb Site Redesign Project : E-GOV IN FAIRFAX Web Site Redesign Project Home Page Living here Doing business Visiting Government www.fairfaxcounty.gov


E-GOV IN FAIRFAXStatistics : E-GOV IN FAIRFAX Statistics The IVR systems received Over 819,000 calls in fiscal year 2002 representing over 110 hours interacting with callers per day Collected over $2,143,000 in fines, 499,000 calls alone were processed for the Fairfax County Courts


E-GOV IN FAIRFAXKIOSK : E-GOV IN FAIRFAX KIOSK CRiS, Community Resident Information Services


E-GOV IN FAIRFAXStatistics : E-GOV IN FAIRFAX Statistics The County’s 25 multi-media Kiosks Have registered over 6,426,000 screen touches since 1996.


E-GOV IN FAIRFAXStatistics : E-GOV IN FAIRFAX Statistics The Cable TV government access channel 100 hours of original programming 50 satellite training tele-courses 147 hours of live government meetings 213 programs describing County services 2500 bulletin board messages and 300 hours of captioned meetings.


E-GOV IN FAIRFAXWays to Do Business NEW! : E-GOV IN FAIRFAX Ways to Do Business NEW! Mobile application for “Contact Us” Access County phone directory and email contact links via wireless devices (PDAs or mobile phone) “Search by Name” or view “Alphabetical” list of all County phone numbers Allows users to contact agencies via email or phone Provides users with appropriate formatted information in a timely manner.


Constituent Relationship Management Project Goals : Track interaction with constituents Articulate clearly government business Predict public needs Reduce response time & improve staff efficiency Constituent Relationship Management Project Goals


Constituent Relationship Management County Agencies Utilizing : Constituent Relationship Management County Agencies Utilizing Board of Supervisors County Executive Consumer Protection Clerk to the Board of Supervisors Office of Public Affairs Human Rights Public Works (Fiscal Year 2004)


A Strategic Approach to Technology In Fairfax County : A Strategic Approach to Technology In Fairfax County Benefits of IT Investment - From 1991 to 2001: Fairfax County’s population increased over 24 percent to over 1million residents 150 new County facilities have been added and a large number of businesses have moved into the County In this same period, the County government added a net of approximately 90 positions


A Strategic Approach to Technology In Fairfax County : A Strategic Approach to Technology In Fairfax County IT Plan published on web site at: www.fairfaxcounty.gov