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Tampa eGovernment Best Practices (English version)

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The City of Tampa participated in a municipal E-Governance best practices program between Mainland China, Taiwan and the United States. From June 29, 2007 to July 11, 2007, a delegation of four American specialists traveled to mainland China and Taiwan to lead workshops with their professional counterparts. The cities they visited during a two-week period included Beijing, Hangzhou (capital city of Zhejiang Province in eastern China) and Taichung (in central Taiwan). The workshop sessions were designed to provide a comparative examination of e-governance practices and the ways in which municipalities interact with citizens, business and interest groups. Tampa’s presentation was titled “Focus on Citizens” Design Strategies, Products and Services -- empowering citizens to conduct business online at their convenience.

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Tampa eGovernment Best Practices (English version)

  1. 1. TampaGov – Focus on Citizens “Focus on Citizens” “Focus on Citizens” Products and Implementation Methods Products and Implementation Methods Design Strategies Design Strategies Products and Services Products and Services Empowering Citizens to Conduct Business Online at their Convenience Empowering Citizens to Conduct Business Online at their Convenience
  2. 2. Design Site Design Site Design Architecture Architecture User Guides User Guides Basic Strategies Basic Strategies
  3. 3. Architecture Architecture Architecture and feel …consistent look …consistent look and feel Use a Cascading Style Sheet (CSS) Use a Cascading Style Sheet (CSS) and templates and templates Page layout (header, footer, Page layout (header, footer, navigation, content) navigation, content) Organize content (information Organize content (information resources, programs and services) resources, programs and services) empowering citizens to conduct business online with the city at their convenience
  4. 4. User Guides User Guides User Guides on …link lists based …link lists based on Life Event Perspectives Life Event Perspectives Business, Citizens/Residents, Business, Citizens/Residents, Employees, Visitors/Tourists Employees, Visitors/Tourists Children, Teens, Seniors Children, Teens, Seniors empowering citizens to conduct business online with the city at their convenience
  5. 5. Key Strategies Building an eGov Web Site Building an eGov Web Site …some successful strategies …some successful strategies Focus on life events Focus on life events Make it easy to find popular links Make it easy to find popular links Provide many access paths Provide many access paths Link to other government services Link to other government services Encourage and listen to feedback Encourage and listen to feedback empowering citizens to conduct business online with the city at their convenience
  6. 6. Programs and Services Programs and Services Programs and Services Current Events Current Events Dynamic Maps Dynamic Maps Public Safety Public Safety Ecommerce Ecommerce Independent Research Independent Research Service Requests Service Requests Personalization Personalization
  7. 7. Current Events Current Events Current Events News, notices, calendars, schedules, News, notices, calendars, schedules, meeting agendas and more… meeting agendas and more… 10,000+ event postings 10,000+ event postings 5,000+ public announcements 5,000+ public announcements 70-80 publishing requests weekly 70-80 publishing requests weekly 100’s of feeds (RSS and Podcasts) 100’s of feeds (RSS and Podcasts) empowering citizens to conduct business online with the city at their convenience
  8. 8. Dynamic Maps Dynamic Maps Dynamic Maps For a Tampa address… For a Tampa address… Information about the address, Information about the address, neighborhood, political neighborhood, political representatives, tax records, + representatives, tax records, + Lists/links of nearby fire stations, Lists/links of nearby fire stations, hospitals, parks, schools, and hospitals, parks, schools, and other points of interest other points of interest Driving directions Driving directions empowering citizens to conduct business online with the city at their convenience
  9. 9. Public Safety Public Safety Public Safety Live information… Live information… Traffic advisories Traffic advisories Fire Rescue calls for service Fire Rescue calls for service Police call for service Police call for service Many other services and resources… Many other services and resources… Anonymous arson / crime tips Anonymous arson / crime tips Crime maps and statistics Crime maps and statistics empowering citizens to conduct business online with the city at their convenience
  10. 10. eCommerce Ecommerce Ecommerce Art Museum Memberships, Art Museum Memberships, Business Taxes, Construction Business Taxes, Construction Permits, Monthly Parking, Parking Permits, Monthly Parking, Parking Citations, Police Reports, Utilities Citations, Police Reports, Utilities $1,500,000 collected monthly and $1,500,000 collected monthly and increasing increasing empowering citizens to conduct business online with the city at their convenience
  11. 11. Self-Service Research Self-Service Research Self-Service Research 500+ comprehensive databases and 500+ comprehensive databases and information resources… information resources… Neighborhoods / Housing Neighborhoods / Housing Parks and Recreation facilities Parks and Recreation facilities Public records (laws, meeting Public records (laws, meeting transcriptions, reports, etc.) transcriptions, reports, etc.) empowering citizens to conduct business online with the city at their convenience
  12. 12. Service Requests Service Requests (400+ types) Service Requests (400+ types) Citizen centric, multi-jurisdictional… Citizen centric, multi-jurisdictional… 48% of business occurs off hours 48% of business occurs off hours 20,000+ online communication 20,000+ online communication events (January to June 2007) events (January to June 2007) 1,500,000+ self-service research 1,500,000+ self-service research sessions (January to June 2007) sessions (January to June 2007) empowering citizens to conduct business online with the city at their convenience
  13. 13. Business Tracking and Personalization Personalization Personalization Transaction logging (includes Transaction logging (includes actions taken by city officials) actions taken by city officials) Preloading of forms with contact Preloading of forms with contact information (name, address, etc.) information (name, address, etc.) TampaGov favorite pages TampaGov favorite pages 25,000+ accounts established 25,000+ accounts established empowering citizens to conduct business online with the city at their convenience
  14. 14. Collaborative Innovation and DesignCollaborative Innovation Collaborative Innovation Building and Enhancing Facilities Building and Enhancing Facilities to Improve Capabilities and Services to Improve Capabilities and Services Requested by Citizens and City Agencies Requested by Citizens and City Agencies
  15. 15. Tampa’s Journey Tampa’s Journey Tampa’s Journey Generations of change… Generations of change… 1996 - Static content 1996 - Static content 1999 - Enterprise participation 1999 - Enterprise participation 2000 - Dynamic information 2000 - Dynamic information 2001 - Ecommerce 2001 - Ecommerce 2002 - Interactive services 2002 - Interactive services 2003 - Full service transactions 2003 - Full service transactions empowering citizens to conduct business online with the city at their convenience
  16. 16. Tampa’s Metrics Continuous Improvement Continuous Improvement = Increasing Demand = Increasing Demand 2.2 million Annual Visitors (2006) 2.2 million Annual Visitors (2006) 3.0 million Projected Visitors (2007) 3.0 million Projected Visitors (2007) 39.2 million Annual Page Views (2006) 39.2 million Annual Page Views (2006) 62.5 million Projected Page Views (2007) 62.5 million Projected Page Views (2007) $10.6 million Revenue Collected (2006) $10.6 million Revenue Collected (2006) $17.5 million Projected Revenue (2007) $17.5 million Projected Revenue (2007) empowering citizens to conduct business online with the city at their convenience
  17. 17. www.TampaGov.net www.TampaGov.net Steve.Cantler@tampagov.net

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