Efficiency, Effectiveness, and Accountability:Improving the Quality of Life Through E-Government: Efficiency, Effectiveness, and Accountability: Improving the Quality of Life Through E-Government The City of New York Rudolph W. Giuliani Mayor “Reinventing Government, a fashionable but premature idea a decade ago, is at last being made possible by the Internet ” - The Economist, June 2000


Slide2: Now, E-Government offers us the opportunity to build upon this foundation by fundamentally restructuring government to make it more efficient and accountable. First published in 1991, Reinventing Government provided an inspiration for many policy initiatives and reforms in NYC and throughout urban America.


UPS: Moving at the Speed of Business: UPS: Moving at the Speed of Business Several years ago, UPS implemented management reforms and restructuring that were made possible by new technology. Their new advertising slogan was “Moving at the Speed of Business.” UPS needed to innovate to regain their competitive edge. UPS evolved into a business that offers services, solutions and strategic partnerships with its customers, not just overnight packages They became the first package delivery company to go online and use technology to offer those services at any hour of any day Play Commercial


Moving at the Speed of Government: Moving at the Speed of Government Apparently, “Moving at the Speed of Government” did not inspire confidence in consumers. “Internet time is about three times as fast as clock time. The government works on government time, which is about three times as slow. That’s a nine-fold difference”. - Intel Chairman Andy Grove


NYC.gov Commercial Moving at the Speed of E-Government: NYC.gov Commercial Moving at the Speed of E-Government


Traditional Government Structure: Traditional Government Structure Traditional Government access is similar to the banking industry of twenty years ago Bankers Hours: Monday – Friday: 9am – 3pm Long lines and complicated processes Overwhelming bureaucracy Required time away from work to be serviced Paper intensive process Banks, realizing their shortfalls, used technology to improve customer interaction ATM’s replaced tellers and provided online and telephone access to your money, 24 hours per day Introduction of technology allowed for the reengineering of back-office functionality Traditional bureaucratic structures initially built in the 19th century are now being replaced with a 21st century technological infrastructure that is directly responsive to the people it serves.


Foundations of E-Government in NYC: Foundations of E-Government in NYC CompStat is a management tool that uses technology to improve efficiency, effectiveness and accountability in crime fighting. This is what E-Government will ultimately do for all areas of Government: Efficiency = Reducing Bureaucracy, Saving Money and Time Effectiveness = Improving the Delivery of Service Accountability = Transparent Government and Managerial Responsibility


Transparent & Common Sense Government: The New NYC.gov: Transparent & Common Sense Government: The New NYC.gov Easy access to City Officials and commonly requested services Mayoral information Customizable Features Content aggregation allows information to be located in an intuitive manner Users can locate City services based on intent, rather than an inherent knowledge of City Government City Features are clearly highlighted My NYC gov allows for site customization


Flexible Consumer-Driven Layout: Featured “I Want To” content The “I Want to” menu allows visitors to access City services based on intentions – regardless of the agency that provides a service “I Want to” navigation Flexible Consumer-Driven Layout


Intentions-Based Service Areas: Identify a service category Choose service listing Receive service choices Intentions-Based Service Areas


Examples of E-Government Services Currently Available: Examples of E-Government Services Currently Available View real-time traffic cameras View crime statistics Locate medical providers (HealthStat) View taxi driver violation information (limited access) Pay business taxes View property taxes View water and sewer charges View the City Record Pay parking tickets Conduct online parking ticket hearings Locate a towed vehicle Report West Nile Virus exposures (dead birds / stagnant water) Lookup Sanitation collection schedules Request removal of abandoned vehicles Reserve a baseball field Request vacant lot clean up Locate senior housing and programs Determine status of Senior Citizen Rent Increase Exemptions (SCRIE) applications Lookup restaurant inspections Order birth certificates Locate flu vaccine facilities View the building code Apply for City jobs Request dead tree removal


Examples of E-Government Services Coming soon: Examples of E-Government Services Coming soon View restaurant inspections via handheld devices Obtain mosquito spraying info by zip code Perform an adoption search Online renewal of fire department certificates of fitness Retrieve fire records / reports Online mapping of street permits including parades, construction and events Pay property tax Pay water and sewer charges Pay Environmental Control Board violations Pay Consumer Affairs licensing fees Submit hunting and fishing applications for NYC’s watershed Enroll for Civil Service exam registration Electronically file building plans View Environmental Control Board and Department of Building violations View real property complaints View real property profiles View and search the administrative code Find emergency evacuation routes and shelter locations Perform vendor registration for the bidders list Receive notification of solicitations Submit business license applications View the Greenbook Online – The City’s directory


The Evolutionary Steps of E-Government : The Evolutionary Steps of E-Government Progressing towards an integrated E-Government is an evolutionary process First Stage – Publish Information and links to existing websites Second Stage - Interact Establishing two-way communication between individuals and City agencies Third Stage - Transact Conduct business transactions between an individual and City agencies Fourth Stage - Transform Customizable E-Government: Online coordinated services Fifth Stage - Integrate Online integration of different levels of government and neighboring municipalities


Transcending Traditional Government Structures: Transcending Traditional Government Structures Opening a Restaurant What would seem to be a simple process, involves multiple levels of bureaucracy Requires the involvement of multiple city agencies The inconvenience caused by government bureaucracy has led way to the expeditor business Today, Government is using technology to make vast improvements in customer service E-Government provides 24 hour access to your government Citizens no longer need to stand in line Bureaucracy can be masked by virtual reorganization Citizens want to interact with local government as a single enterprise, rather than a disparate collection of agencies. For example,


Slide15: Traditional Government Bureaucracy Business Taxes Business Incentives Pay Violations Insurance Garbage Collection Sidewalk Seating Certificate of Occupancy Zoning Information Building Permits Food Certificates DEP DOB FDNY DBS The process of opening a new restaurant involves interaction with multiple City agencies, that each provide multiple services.


Slide16: The Reality of Virtual Services Business Taxes Business Incentives Pay Violations Insurance Garbage Collection Sidewalk Seating Certificate of Occupancy Zoning Information Building Permits Food Certificates DEP DOB FDNY DBS Allows visitors to bypass bureaucracy. City Planning Finance Health Department


Bridging the Digital Divide: Bridging the Digital Divide Information Kiosks Every E-Government function that is available online will be accessible to people without a computer at home through kiosks that will be placed throughout the City in public areas such as shopping malls, government buildings, transportation hubs, and hospitals. Public access to the Internet and Computer Training Through an extensive public/private initiative, computers and training are available in public facilities such as libraries, and recreation centers in parks. Additionally, a generous contribution by the NY Stock Exchange Foundation allowed expansion of this program to the City’s housing developments. Project Smart Schools Targeted Mayoral initiative that has provided every middle school student with access to a computer. Broadband access to public schools Through a partnership with AOL Time Warner and Cablevision, New York City Public Schools will be provided high-speed Internet access. Web Phones The City is actively encouraging the placement of pay telephones that offer access to the Web throughout New York City. Approximately 50% of New Yorkers currently have access to the Internet. To ensure that all New Yorkers have access to E-Government, the City is deploying:


The Bottom Line: The Bottom Line Engrain Accountability Banish Bureaucracy Cut Costs Improve the Quality of Life E-Government promises to:


The Effects of E-Government –Engraining Accountability: The Effects of E-Government – Engraining Accountability Instill top-to-bottom managerial responsibility for complex projects, as well as the day-to-day business of government. Establish objective criteria to measure success or failure. Instant access to critical data for City managers. Enable immediate public access to government information and performance measures.


The Effects of E-Government –Banishing Bureaucracy: The Effects of E-Government – Banishing Bureaucracy For decades, people have tried to cut government bureaucracy – but it has deep roots, and grows back quickly, even after being cut. E-Government offers the opportunity to end municipal job protection. E-Government will give citizens the ability to bypass bureaucracy altogether, eventually making it obsolete. Essential services – such as fire and policing will be unaffected, except to see their work made easier through E-Government. But the ranks of support staff will be dramatically reduced, and these workers will be retrained to better serve the public.


The Effects of E-Government – Cutting Costs: The Effects of E-Government – Cutting Costs Reducing bureaucracy will not only improve the delivery of service, but also reduce the long-term burden on taxpayers. For example, every bank transaction involving a teller costs approximately one dollar – while the associated cost of using an ATM is one cent. The use of technology is the best method of achieving this scale of savings. To maximize public savings in the future, municipalities will need to ensure that their E-Government functions are 100% automated. The resulting savings from reducing bureaucracy can be directed towards anything from tax-cuts to capital projects.


The Effects of E-Government – Improving the Quality of Life: Increases individual freedom and access to information. Allows people to interact with government at their own convenience rather than adjusting their lives to the unwieldy schedule of a bureaucracy. A more transparent government will foster greater trust, while a more efficient and accountable government promises to decrease citizen cynicism and frustration. The Effects of E-Government – Improving the Quality of Life


New York City: 1993 - 2001: New York City has transformed 42nd Street: Into this: There has been a social and cultural shift, and as a result we’ve changed the way New Yorkers think about their City. New York City: 1993 - 2001


New York City: 2001 – Into the Future: Now, E-Government gives us the opportunity to change the way residents think about their government. People will no longer have to stand in line. Instead, the future of government is online. New York City: 2001 – Into the Future


View Real-Time Traffic Cameras: View Real-Time Traffic Cameras Select a Camera Select a Borough View the Traffic Cameras


View Restaurant Inspection History: View Restaurant Inspection History Select an area of town – or – choose a specific restaurant View the most recent restaurant inspection reports


Reserve a Baseball Field: Reserve a Baseball Field Fill out a form Receive a confirmation Message Finalize your order