This document discusses how local governments can use information and communication technologies (ICT) to improve service delivery to citizens. It provides examples of ICT applications that have enabled more efficient and effective services, engagement with stakeholders, and transparency and accountability. The document advocates choosing the right services to transform with ICT, understanding the benefits and limitations of different delivery channels, piloting emerging technologies, collaborating with other organizations, and establishing benchmarks to measure success.

1. The Business of Local Government ICT for better service delivery

2. about me

6. connecting…

7. to find… real world solutions that work at the local level

8. ? Today

9. ideas examples tips & tools

10. Ready? http://www2.unpan.org/egovkb/profilecountry.aspx?ID=125

11. local organisations Introducing your citizens and customers local business local residents other governments council team local visitors

12. engagement …and they expect efficiency accountability transparency effectiveness access

13. ICT infrastructure, skills and services Systems and processesand how they connect together Connected government Efficient and effective service delivery

14. How do we make this a reality for citizens? ?

15. put the citizen at the centre

16. Choose theright services to transformusing ICT How do you currently access our services? Would you use the service differently if it was delivered electronically? What are the benefits of this change for you?

17. Choose the bestdelivery channels

18. Choose the bestdelivery channels

19. Choose the bestdelivery channels

20. Understand the benefits and limitations of channel choices + - = Fast Direct Widespread Capacity Speed Availability Simple, critical applications

25. Explore emerging technologies Web 2.0 Open source

26. collaborate for greater benefits

28. Extends current online mapping with open source features

29. Smaller Council leveraging existing investment

31. Common form templates using Adobe SmartForm technology

32. Shared service form management platform

34. set up benchmarks to measure your success

35. For example, you could… Survey your customers Track number of enquiries/transactions Measure how long it takes to deliver the current service

36. then… Regularly report and review the results Set performance targets Implement regular tracking cycles

37. “Change is inevitable - except from a vending machine.” Robert C Gallagher

38. Ask your citizens what would help them the most (and keep asking)

39. Choose applications and delivery platforms that make sense

40. Pick pilot projects that show quick outcomes

41. Collaborate with other Councils and delivery partners

42. Measure your success and tell everyone!

43. “You will discover that you have two hands. One is for helping yourself and the other is for helping others.” Audrey Hepburn

44. Messages of support from a world away

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