Tele Cities Network

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Tele Cities Network

  1. 1. Vienn@ eGovernment Ingrid Götzl City of Vienna TeleCities Network Ingrid G ö tzl Magistratsdirektion Wien November 2000
  2. 2. “ Decisive are the needs, the wishes and the expectations of the citizens - how they feel about the results of the City Administration and how they assess and accept the outcome.” Vienna Chief Executive Dr. Ernst Theimer
  3. 3. Vienna - Facts & Figures <ul><li>1.7 Mio. Inhabitants </li></ul><ul><li>70 000 City Administration Staff </li></ul><ul><li>130 Bill. ATS Budget (9.5 Bill. EUR) </li></ul><ul><li>250 000 Council Appartments </li></ul><ul><li>400+ Schools </li></ul><ul><li>50+ Swimming/Indoor Pools </li></ul><ul><li>50+ Public Libraries </li></ul>
  4. 4. Vienna - Facts & Figures <ul><li>26 Hospitals & Homes for the Aged </li></ul><ul><li>15 000 Hospital Beds </li></ul><ul><li>28 000 Staff </li></ul><ul><li>30 Bill. ATS Budget (2.2 Bill. EUR) </li></ul>Public Health
  5. 5. Strategic Objectives of the City of Vienna Citizen Satisfaction Business Location Promotion Economic Efficiency
  6. 6. eGovernment Prime Principle <ul><li>Services to be made A vailable to A ll without R espect of P ersons </li></ul><ul><li>as an A dditional W ay o f I nteraction between Ci tizen and A dministration </li></ul><ul><li>under Observance of L egal R equirements </li></ul>
  7. 7. eGovernment Vision <ul><li>Life Episode Target and Customer Care instead of Department Orientation and Competence Distribution </li></ul><ul><li>Digital Include instead of Digital Divide </li></ul><ul><li>eG 24x7 instead of Office Hours </li></ul><ul><li>eVienna – eAustria – eEurope </li></ul>
  8. 8. Objectives <ul><li>Better Information and Two Ways´ Communication </li></ul><ul><li>No More Demarcation of Space, Time, Organization for Public Administration </li></ul><ul><li>More Transparency and Accessibility </li></ul><ul><li>Less Costs and Turn-Around Time </li></ul><ul><li>Local Decentralized Service Points </li></ul>
  9. 9. trade plans drain air traffic hospital real estate persons law § water The Informed Official ... ... im Intranet ....in the Intranet
  10. 10. The Informed Citizen ... ....in the Internet
  11. 11. Strategic Approach <ul><li>Information Sharing </li></ul><ul><li>Single Window Government & One Stop Shopping </li></ul><ul><li>eMailing and Electronic Requests for all Department s </li></ul><ul><li>Administration Data Electronically Store d and Offer ed </li></ul><ul><li>Data Maintenance Committed to Dept´s </li></ul>
  12. 12. <ul><li>Workflow </li></ul><ul><li>Info for Money </li></ul><ul><li>Citizen and Media Compatible Informations </li></ul><ul><li>Error Tolerant and Logically Linked Online Queries </li></ul><ul><li>Public Terminals for “Digital Include” </li></ul>Strategic Approach cont.
  13. 13. Customer Orientation Archite c tur e Front O ffice Back O ffice
  14. 14. ICT SYSTEM S BACK OFFICE Fax E-Mail Departmental CC C entral Post Call Center FRONT OFFICE WWW WAP Dept. One Stop Shop N E T <ul><li>smd </li></ul>
  15. 15. <ul><li>Access to Information via Data Base </li></ul><ul><li>Knowledge Management </li></ul><ul><li>Data Warehouse </li></ul><ul><li>Data Mining </li></ul><ul><li>Secure Data Transfer </li></ul><ul><li>Workflow </li></ul><ul><li>Authentification and Identification System </li></ul>Prerequisites (I)
  16. 16. Prerequisites (II) <ul><li>Restructuring of Tasks </li></ul><ul><li>Transformation into Business Processes </li></ul><ul><li>Defined Organisational Links </li></ul><ul><li>Less Interfaces </li></ul><ul><li>Technological and Organisational Interoperability without Media Rupture </li></ul><ul><li>Convergence of Horizontal and Vertical Organisation </li></ul>
  17. 17. <ul><li>Expert Employees </li></ul><ul><li>Knowledge on and Use of Ressources </li></ul><ul><li>Virtual Teams </li></ul><ul><li>Management by Objectives </li></ul><ul><li>Empowerment and Self Responsibility </li></ul><ul><li>Management by Trust </li></ul>Prerequisites (III)
  18. 18. eGovernment – Life Episodes <ul><li>Children from 0 to 2 </li></ul><ul><li>Children from 2 to 6 </li></ul><ul><li>Education and Training </li></ul><ul><li>Marriage </li></ul><ul><li>Finding a Flat/Moving </li></ul><ul><li>Family-Specific Situations </li></ul><ul><li>Women-Specific Situations </li></ul>
  19. 19. eGovernment – Life Episodes cont´d. <ul><li>Elections and Direct Democracy </li></ul><ul><li>Public and Private Transport </li></ul><ul><li>Business and Industry </li></ul><ul><li>Health Care and Persons with Special Needs </li></ul><ul><li>Senior Citizens </li></ul><ul><li>Leisure Time and Sports </li></ul><ul><li>Specific Projects </li></ul>
  20. 20. Layers of Services <ul><li>Information </li></ul><ul><li>Communication </li></ul><ul><li>Interaction </li></ul><ul><li>Day-to-Day </li></ul><ul><li>Official Contacts </li></ul><ul><li>Political Participation </li></ul>
  21. 21. Information Activities <ul><li>Day-to-Day </li></ul><ul><li>Location of Address, Cycle Tracks, Maps </li></ul><ul><li>Location of Pharmacies </li></ul><ul><li>Leisure, Family, Education, Health </li></ul><ul><li>Traffic + Transport, Economy, Tourism, Residing </li></ul><ul><li>Environment, Media, Culture </li></ul>
  22. 22. <ul><li>Official Contacts </li></ul><ul><li>FAQ´s on the Municipality </li></ul><ul><li>Drafts of Regional Bills </li></ul><ul><li>Protective Zone Information </li></ul><ul><li>Job Offers of the City of Vienna </li></ul><ul><li>etc. </li></ul>Information Activities
  23. 23. <ul><li>Political Participation </li></ul><ul><li>Regional Bills </li></ul><ul><li>Annual Municipal Estimate of Cost and Closing of Accounts </li></ul><ul><li>Minutes of Regional Political odies </li></ul><ul><li>Internet-Live Transmission of City Council Meetings </li></ul><ul><li>etc. </li></ul>Information Activities
  24. 24. <ul><li>Day-to-Day </li></ul><ul><li>Check of Housing Waiting List </li></ul><ul><li>Housing Agency </li></ul><ul><li>Ordering of City Print Media </li></ul><ul><li>Registration for Adult Education Programmes </li></ul><ul><li>etc. </li></ul>Communication and Interaction Activities
  25. 25. <ul><li>Official Contact </li></ul><ul><li>Download Forms </li></ul><ul><li>Application for Support </li></ul><ul><li>Notice of Defects and Nuisance </li></ul><ul><li>Registration for Dog´s Licence </li></ul><ul><li>Making Appointments with City Officials </li></ul><ul><li>etc. </li></ul>Communication and Interaction Activities
  26. 26. <ul><li>Political Participation </li></ul><ul><li>Making Appointments with Politicians </li></ul><ul><li>Application for Voter´s Card </li></ul><ul><li>e-mailing to Politicians </li></ul><ul><li>etc. </li></ul>Communication and Interaction Activities
  27. 27. Today Under Construction ... <ul><li>Registration for </li></ul><ul><ul><li>Kindergarten </li></ul></ul><ul><ul><li>City High School for Music </li></ul></ul><ul><ul><li>City College for Fashion </li></ul></ul><ul><ul><li>Home for the Elderly </li></ul></ul><ul><ul><li>Sports, Games and Festivals </li></ul></ul><ul><ul><li>etc. </li></ul></ul>
  28. 28. Today Under Construction ... <ul><li>Official Contacts </li></ul><ul><ul><li>Citizen Care File Accessible for all Departments </li></ul></ul><ul><ul><li>Building Permit Procedure </li></ul></ul><ul><ul><li>ePayment for Several City Services </li></ul></ul><ul><ul><li>Trade Registration Procedure </li></ul></ul><ul><ul><li>Registration of Residence </li></ul></ul><ul><ul><li>Application of Residence Permit </li></ul></ul><ul><ul><li>etc. </li></ul></ul>
  29. 29. Tomorrow at Service ... <ul><li>Practical eGovernment </li></ul><ul><li>eGovernment - Transparency </li></ul><ul><li>eGovernment - Political Include </li></ul><ul><li>eGovernment - Active Citizen </li></ul>
  30. 30. Lessons Learned <ul><li>High Level Promotor </li></ul><ul><li>Umbrella Project with Dept. Promotors </li></ul><ul><li>Start and Grow </li></ul><ul><li>Complete Customer View </li></ul><ul><li>Backbones: Call Center and Knowledge Database </li></ul>
  31. 31. The N ext G eneration ... Development of Internet Use Youth (14 – 19 yrs.) since 1997
  32. 32. <ul><li>TeleCities President </li></ul><ul><li>City Of Vienna </li></ul><ul><li>Chief Executive Office - </li></ul><ul><li>EDP and Information Management </li></ul><ul><li>Ingrid Goetzl </li></ul><ul><li>email: [email_address] at </li></ul><ul><li>phone: +43-1-4000-75025 </li></ul>

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