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Adoption of Citizen eServicesA Global and National Perspective

The Internet Generations (X,Y,…)

In their book, Connecting to the Net.Generation: What Higher Education Professionals Need to Know About Today's College Students, Reynol Junco and Jeanna Mastrodicasa (2007) found that in a survey of 7,705 college students:

• 97% own a computer • 94% own a cell phone • 76% use Instant Messaging. • 15% of IM users are logged on 24 hours a day/7 days a week • 34% use websites as their primary source of news • 28% own a blog and 44% read blogs • 49% download music using peer-to-peer file sharing • 75% of students have a Facebook account • 60% own some type of expensive portable music and/or video

device such as an iPod.

Drivers for Citizen eServices

• Generation dynamics• Better Service• Expanded Services• Access• Multi-Channel• Aging Population

• Retiring Workforce• Reduced Budgets• Consolidation• Geography• Economic

Development

Technology is no longer a limiting factor

Surveying Online Services

Most Mature• Job Search• Nurse renewals• Sex Offender Lookup• Unemployment Insurance

Application• Fishing and hunting licenses• State parks and campsite

reservations• Uniform Commercial code filings

and searches• Vehicle registration renewal• Individual Tax Income filing• Business Tax filing and payment

• Least Mature• Contractor status lookup• Benefits application and status

checking• Child support Billing and payment• Master business licensing• Unemployment insurance

employer tax and wage report filing/payment

• Reverse auctions• Adoption/foster parent application• Driver’s license renewal• Vehicle Identification number

validation search

2006 Digital State Survey – Government Technology October 2006

Program Costs

Reducing the “Bottom Line”Robust integrated solutions enable program leaders to better identify cost contributors, analyze performance, and manage their program expenses.

Reducing Integration Costs

Reducing Federal Penalties and Sanctions

Reducing Legal and Settlement Costs

Reducing Fraud & Overpayments

CostSavings

(C) 2007, Oracle.  All rights reserved.  This document is provided for information purposes only.

Program Revenue

Providing Accurate Financial Reports

Tracking Revenue and Debt Collection Results

Increasing the “Top Line”Comprehensive analytics and business intelligence offerings enable

program leaders to proactively assess program funding, manage cost allocations, and report program funding status.

Increasing Debt Collection

Increasing Revenue Collection

Add’lRevenue

(C) 2007, Oracle.  All rights reserved.  This document is provided for information purposes only.

2002 eGovernment Maturity (utah.gov) Philip J. Windley, PhD

2001 United Nations Report Benchmarking eGovernment: A Global Perspective

“The greatest number of services that are provided to citizens are done so by local and municipal governments. State governments provide less services with the Federal government providing the fewest amount of services directly to citizens.”

“Where the Canadian government excelled in 2001 was in its ability to implement upgrades and improvements, particularly in the area of customer relationship management.”

Benchmarking eGovernment: A Global Perspective

United Nations 2001 Report

Customer Relationship Management

A “Case” approach 360 view of Customer Pre-built components

providing rich case & relationship management functionality

Open, scalable, enterprise architecture integrates easily with legacy systems

Covering a wide range of human and workforce services functions

(C) 2007, Oracle.  All rights reserved.  This document is provided for information purposes only.

Michael Locatis – CIO City & County of Denver – Governing 10/4/2006

Michael Locatis – CIO City & County of Denver – Governing 10/4/2006

Michael Locatis – CIO City & County of Denver – Governing 10/4/2006

311 is New York City's phone number for government information and non-emergency services. Whether you're a resident, business owner, or a visitor, all the resources of New York City are just a phone call away...

                      

          

                                                                                                                                                                                   

Consolidated 40 different call centers

Removed need for 14 pages of phone numbers

Provides Cross agency – holistic view of customer

Handles 40,000 calls per day

Summary: Improve Citizen Response

• Fast and Convenient access to services and information

• Eliminate silos – single point of entry• Collaborative capabilities between agencies to

resolve issues and reduce duplication of effort• Holistic view of agency performance and service

delivery• Holistic view of citizen interactions with government• Ability to hold agencies accountable• Performance driven government