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ICT for Local Government - better service delivery

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Presentation to ICT in Local Government conference, Nigeria 2008

Published in: Technology, Business

ICT for Local Government - better service delivery

  1. 1. The Business of Local Government<br />ICT for better service delivery<br />
  2. 2. about me<br />
  3. 3.
  4. 4.
  5. 5.
  6. 6. connecting…<br />
  7. 7. to find…<br />real world solutions that work at the local level<br />
  8. 8. ?<br />Today<br />
  9. 9. ideas<br />examples<br />tips & tools<br />
  10. 10. Ready?<br />http://www2.unpan.org/egovkb/profilecountry.aspx?ID=125<br />
  11. 11. local organisations<br />Introducing your citizens and customers<br />local business<br />local residents<br />other governments<br />council team<br />local visitors<br />
  12. 12. engagement<br />…and they expect<br />efficiency<br />accountability<br />transparency<br />effectiveness<br />access<br />
  13. 13. ICT infrastructure, skills and services<br />Systems and processesand how they connect together<br />Connected government<br />Efficient and effective service delivery<br />
  14. 14. How do we make this a reality for citizens?<br />?<br />
  15. 15. put the citizen<br />at the centre<br />
  16. 16. Choose theright services to transformusing ICT<br />How do you currently access our services?<br />Would you use the service differently if it was delivered electronically?<br />What are the benefits of this change for you?<br />
  17. 17. Choose <br />the bestdelivery channels<br />
  18. 18. Choose <br />the bestdelivery channels<br />
  19. 19. Choose <br />the bestdelivery channels<br />
  20. 20. Understand the benefits and limitations of channel choices<br />+<br />-<br />=<br />Fast<br />Direct<br />Widespread<br />Capacity<br />Speed<br />Availability<br />Simple, critical applications<br />
  21. 21. Malaysia: SMS flood warning system <br /><ul><li> 313 automated measuring devices
  22. 22. SMS to warn warns citizens in crisis areas</li></ul>Scotland: Citizen Advice <br /><ul><li> Contact centres respond to SMS questions from citizens
  23. 23. http://www.cas.org.uk</li></ul>=<br />Simple, critical applications<br />Philippines: Citizen complaints<br /><ul><li> Corruption complaints by SMS from citizens
  24. 24. Directly to the Office of President</li></li></ul><li>Pilot<br />
  25. 25. Explore emerging technologies<br />Web 2.0<br />Open source<br />
  26. 26. collaborate<br />for <br />greater benefits<br />
  27. 27. <ul><li>Innovative “Landsurfing” project
  28. 28. Extends current online mapping with open source features
  29. 29. Smaller Council leveraging existing investment
  30. 30. Service to other surrounding Councils</li></ul>Local SmartForms<br /><ul><li> 41 Australian Councils collaborating on application forms
  31. 31. Common form templates using Adobe SmartForm technology
  32. 32. Shared service form management platform
  33. 33. Partnership with Federal Government and private technology group</li></li></ul><li>http://www.localsmartforms.info<br />
  34. 34. set up benchmarks to measure your success<br />
  35. 35. For example, you could…<br />Survey your customers<br />Track number of enquiries/transactions<br />Measure how long it takes to deliver the current service<br />
  36. 36. then…<br />Regularly report and review the results<br />Set performance targets<br />Implement regular tracking cycles<br />
  37. 37. “Change is inevitable - except from a vending machine.”<br />Robert C Gallagher<br />
  38. 38. Ask your citizens what would help them the most<br />(and keep asking)<br />
  39. 39. Choose applications and delivery platforms that make sense<br />
  40. 40. Pick pilot projects that show quick outcomes<br />
  41. 41. Collaborate with other Councils and delivery partners<br />
  42. 42. Measure your success and tell everyone!<br />
  43. 43. “You will discover that you have two hands. One is for helping yourself and the other is for helping others.” <br />Audrey Hepburn<br />
  44. 44. Messages of support from a world away<br />
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