© 2003 Fairfax County Government - DIT Fairfax County’s Strategy To Deliver Real Time...
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Transcript of © 2003 Fairfax County Government - DIT Fairfax County’s Strategy To Deliver Real Time...
© 2003 Fairfax County Government - DIT
Fairfax County’s Strategy To Deliver Real Time Multi-channel
e-Government
Wanda GibsonDirector
Department of Information TechnologyFairfax County, Virginia
© 2003 Fairfax County Government - DIT
Successful Real Time Multi-Channel e-Government
is the result of Policy commitment, successful Strategy, Planning, and
Technology deployment.
Delivering e-Government Statistics
© 2003 Fairfax County Government - DIT
Who we are… Statistics and Government Structure
Residents - over 1 million Size - 400 square miles Budget -$1.9 billion (government operations)
Government Employees 11,000 Board Members - 10 Elected Budget for IT - $64 million-includes staff and
projects for comprehensive portfolio
© 2003 Fairfax County Government - DIT
Who we are…Government Performance Project
Award Winner
Rates top among US local governments. Is “one of the best-managed jurisdictions in America”. Received an overall grade of “A-”. Earned an “A” in information technology management. Seal of Good eGovernance Award by the Joint Center for
eGovernance and the National Association of Counties. “Balanced e-Government” Bertelsmann Foundation of
Germany.
A-
© 2003 Fairfax County Government - DIT
The Department of Information Technology manages the public access program(e-government)
This builds economies of scale and integrates activities related to traditional support for agency applications with creating on-line services
Delivering e-Government
© 2003 Fairfax County Government - DIT
Delivering e-Government
Leadership Structure Supporting e-government
Senior IT Steering Committee Information Technology Policy Advisory
Committee (ITPAC) Technology Modernization Fund
© 2003 Fairfax County Government - DIT
Delivering e-Government
Goals
Create a government without walls, doors or clocks Address “Digital Divide” issue Transform how we conduct business through e-gov
business transactions Include all residents, businesses, civic groups &
other interested parties
© 2003 Fairfax County Government - DIT
Delivering e-Government
+ Convenience
+ Speed
+ Ease of Use
+ Quality of Services
+ Leader Responsiveness
+ Convenience
+ Speed
+ Ease of Use
+ Quality of Services
+ Leader Responsiveness
= Value for Citizens= Value for Citizens
© 2003 Fairfax County Government - DIT
Delivering e-Government
Fairfax County Web Site www.fairfaxcounty.gov
Interactive Voice Response (IVR) Access Services Via Touch-Tone Phone
25 Multi-Media Kiosks 22 Locations: 15 Libraries, 3 Regional Malls
with 6 total Kiosks, 2 Government Centers, 1 Transit Center, 1 Health Center
Cable TV Government Access Channel Future iDTV
Mobile Access
© 2003 Fairfax County Government - DIT
Delivering e-Government
Sampling On-line Transactions (IVR / Kiosk / Web) Make Payments
Taxes Traffic Fines Park & Recreation activities More To Come (New Vendor)
Register Online Vehicle within County Renew Vehicle Registration Parks & Recreation classes
Report Change of Address for Tax Purposes Obtain Information
Access Real Estate Assessment Data / Comparables Access Real Estate Parcel Map Courts Housing Waiting List
Report & Inquire with Consumer Affairs Download RFPs And IFBs Mobile application
Contact Us
© 2003 Fairfax County Government - DIT
Delivering e-Government Web Site
Home Page
Doing business
Visiting
Government
Home Page
Doing business
Visiting
Government
www.fairfaxcounty.gov
Living hereLiving here
© 2003 Fairfax County Government - DIT
Delivering e-Government Statistics
Web Site Averages
Over 625,000 visits per month 7.5 million visits per year 476,000 visitors per year access multiple
web pages and/or transactions. 20,000 pages of information
© 2003 Fairfax County Government - DIT
Delivering e-Government Statistics
IVR Statistics FY2002
756,838
21,015
# Calls# Faxes
Fairfax County Courtscollected $903,243 in finesthrough citizens using the IVR.
© 2003 Fairfax County Government - DIT
Delivering e-Government
Statistics
37,4
79
416,
531
97,3
9146
,851 11
3,60
215
,364
7,4
92
20,4
201,7
08
050,000
100,000150,000200,000250,000300,000350,000400,000
# Calls
IVR Statistics FY2002
Real EstateCourtsInspectionsHousingRecycling324-INFOVictim ServicesHealth Dept.Fire & Rescue
© 2003 Fairfax County Government - DIT
Delivering e-Government KIOSK
CRiS (Community Resident Information Services) is a regional effort that involves collaboration from the following entities:
Fairfax County Fairfax City Town of Warrenton INOVA Hospitals Town of Vienna
The County’s 25 multi-mediaKiosks have registered over6,426,000 screen touches since 1996.
© 2003 Fairfax County Government - DIT
Delivering e-GovernmentPolicy Issues
Establish purpose of site as a government information and services delivery channel vs. general all purpose portal
Balance with enterprise business goals
Multi-channel delivery for access for all
Single look and feel: Enterprise ‘branding’
No Fees vs. Fees for transactions.
© 2003 Fairfax County Government - DIT
Delivering e-GovernmentPolicy Issues
Level expectations
Whether to mandate e-mail response
Content and Linking Policies (legal exposures, information refresh, language, etc.)
Integration of service among Governments (Local, State and Federal)
Accessibility (ADA)
Privacy and Security
© 2003 Fairfax County Government - DIT
Delivering e-GovernmentInfrastructure Issues
Establish supportable e-gov architecture within framework of overall enterprise business and IT architecture
Scalability: Handle Growth Server and bandwidth capacity
24 x 7 Support
Outsourcing or Not Server hosting Application development
© 2003 Fairfax County Government - DIT
Delivering e-GovernmentInfrastructure Issues
Security Environment
Industry Trends Open Source MS vs. I-Planet
© 2003 Fairfax County Government - DIT
Delivering e-GovernmentArchitecture Issues
Data Common vocabulary (i.e. address)
Processes Identify overlap Eliminate Redundancy through web services
Define standards for exchange XML SOAP
Integrate data and processes through a variety of tools
© 2003 Fairfax County Government - DIT
Delivering e-GovernmentArchitecture Tier Solution
WSDL SOAP
BPEL4WSXSLT XPATH
TaxHRParksFin
Management & Optimization
Example: Board Package Preparation
BPM & Workflow
Content Management Web Methods
Security, Reliable Messaging & Transactions
WS-Security XSPY SAML
Data Transformation & Business Logic
Information Domain Standardization Web Methods
Enterprise Applications
Structured Data Unstructured Data XML Web Methods
Interoperability
WSDL SOAP
© 2003 Fairfax County Government - DIT
Delivering e-GovernmentConceptual Process Architecture
Identify Requirements, Data and Processes for New System.
Create XML Application Schema
Map XML Schema to Existing Systems(i.e. Web Methods)
Develop Application Interface from integrated data.
(Information Domain is key and should include: taxonomy, metadata registry, schema registry and process registry.)
Personal Property Tax
Parking Tickets
Real Estate Tax
Reverse Engineer existing systems for data and processes and define within Information Architecture as XML objects.
One Stop E-Payment Portal
Existing SystemsNew Integrated System
Web Services1
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