City of Roanoke: Who are we?
• Independent city: population 94,911
• Metropolitan Area population: 235,932
• Family Median Income: $26,948
• Cost of Living Index: 89.5
• 5-time All-American City
• Top Digital City Award in 2001 & 2002
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Goals of e-Government
• Provide better service to citizens & employees• Lower cost of service by becoming a more
efficient and flexible government• Improve constituent participation • Promote a digital society, economic development
& the Roanoke region
“City Hall Without the Walls”
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Our Journey…1997 - 2000 2001 - 2003 2004…
•College Intern – WebMaster•$25/month lease space on server•Information pages (HTML)•E-Mail, basic forms•ci.roanoke.va.us•Guest Book •Strategic Planning for e-Gov
•E-Architecture established •New design & name: Roanokegov.com•Intranet: Phone directory, Policies,Team rooms, calendars, Workflow, etc.,•Internet: Jobs, Calendars, News,Geographical Information System (GIS),Requests for services…•1st Web Developer hired •Content Management System
•Imaging on Web•Employee Self-service Portal•Web integration w/ internal business systems•Wireless/Mobile computing (PDA/cellphone)•2nd Web Developer hired
Untangling e-governmentDevelop a Vision
Gain Organizational Support
Conduct Organizational Strategic Planning
Build e-Architecture
Market Services: (internal & external)
Solicit Feedback
• Real-time job list• Online application• Save, modify, submit• Check status• Internal workflow• Online Ranking,
referrals & hiring!
Job Application System. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Online Payment Center. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
• Pay almost any city bill with a major credit card
• Some database lookups in place
• E-checks coming soon
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• Free• E-mail or text
pager/phone• Get only what
you want
MyRoanoke – constituent notification
. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .Geographical Information System (GIS)
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• Search permits• View Inspection
results• Links directly to
GIS• Request
Inspections• Forms
. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .Athletics
• Sports• Teams• Schedules• Standings• Facilities• Sign-up Info• Bylaws• News
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• Sign up for account & PIN
• $10/report• View billing
details on-line• Imaging• PDF format• No more
copying!
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• Agendassince 1988
• City Code
• Measuressince 1955
• Minutessince 1874
. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .eCouncil…”Best of Breed Award 2003”
• Paperless• MS Word
documents• Review, edit &
approve• Workflow
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• History & audit trail
• Document Imaging – available on web
• Agendas distributed on CD
• Council laptops
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• Live and archived meetings
• Free hosting by local ISP
• Equipment: Video capture card and modest PC
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• One License• PageMasters• Easy to re-design!• Workflow• Multiple Web Sites
– RoanokeGov.com
– Intranet Site
– Kiosk
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Input Form Output Form
. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .Lessons Learned…
•Charging convenience fees gets in the way – minimize if you can.
•Content Management - tremendous success
•PageMasters, Content Manager, Web Team
•Don’t just “webify” a service… take advantage & make it better!!
•Help internal staff be productive:
•Imaging, Workflow, employee self-service portal
•Integrate “related” systems together using a web browser
•Self-service functionality takes careful planning – use TEAMS and contact citizens who will be using the service
•Marketing is often forgotten… use the media, PIO
•Mobile technology is changing the workplace…