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Leadership for eGovernment Transformation

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Presented by Wyoming Governor Jim

Geringer governor@state.wy.us

www.state.wy.us

Why eGovernance?eGovernment can transform citizen service, provide access to information to empower citizens, enable their participation in government and enhance citizen economic and social opportunities, so that they can make better lives, for themselves and for the next generation.

04/19/23 ©Andersen Consulting 1998

The Connected Community

TribalCommunities

Teachers, Workers and Students’ Homes

Public Libraries

Courts and Public Safety

State Services, Offices

Schools

Legislature andTown Halls

Business and Industry

Hospitals

Community CollegesAnd the

University

By telephone, cable, fiber, satellite, wireless or in person

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Government – For What?• Process, politics or purpose?• If government weren’t there, would we be

missed?• Define the purpose of the service, • Provide the means to measure results • Design the process for delivery• Provide leadership such that people feel as

though they did it all themselves

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Leadership in eGovernance

Dual role for elected officials:

• Provide what people say they want, follow them in those directions– It’s easy to follow popular opinion and go

where people want you to go.

• Sense the future, identify the trends. – It’s much harder to take people from

where they are to where they ought to be.

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Principles of e-Government• Put citizens in charge –

– I want government on my terms and on my schedule!

• Inter-active through the Internet, not just passive displays or .pdf forms

• We can improve government operations, but only if we promote public trust

• Transform or just automate?• Plan first, not last

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Portal or Porthole?

• A porthole is a window, providing a view for a passive experience

• A portal is an entry point, the beginning of active engagement

• Q: When is a portal just another web site? A: When it’s just a meta-searcher with hot links

• Do you want to be a spectator or a participant?

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ePortal Goals• Transform Government Services

– Enable access, enhance delivery– Service available at customer option– Lower cost per service– Greater productivity for the same or less effort– Allow legacy application integration

• Stimulate new economic development– Catalyst to modernize economy– Develop core services that inoculate business and

society– Enhance regulatory compliance

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Web Based

• The Customer is central to everything– Customize and personalize– Protect privacy of information

• One Government. Not a monolith but a cooperative team

• Share data,information and applications across agencies– Collect once, use many times– Don’t duplicate– Enterprise operation, not a kingdom

04/19/23 ©Andersen Consulting 1998

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10 20 30 40 50 60 70

Telephones

Electricity

Radios

PCs

Color TVs

Cable

Cell Phones

VCRs

CD Players

Internet Access

Years Since Introduction

Years for Major Technologies to Reach

50% of American Homes

Putting Things in PerspectiveMaking access a commodity

Only 50 webSites in 1992

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Wyoming Equality Network

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It’s not the Economy Stupid, it’s Bandwidth

• Business leads the way in providing on-line access and action– But only in the higher density communities.– Rural and inner-city urban areas are underserved

• eGovernment can lead the way to connect all parts of the state, multiple jurisdictions– State’s role is anchor tenant. Buy services, not stuff

• Private participation is vital to success

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• Technology properly used, should be transparent to the user, or so acceptable as to not be noticed.– If you carry it as a separate line item

in your budget, you probably don’t know how to use it

• User-friendly, intuitively responsive

• Don’t be driven by the federal technology funding mandates

High Performance Governing

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Vertical Integration vs. Virtual Integration• Traditional government is vertically integrated, provides services from

autonomous agencies, makes decisions for citizens, maintains control• Automated services approach –

– First step in digital governance – Offers individual services on line, but not efficiently – Low risk, easily implemented, still very fragmented

• eGovernance approach – – Virtual integration that enables easy, intuitive access for the citizen. – Unifies the enterprise called government, but decentralizes control. (Can you

trust citizens to make wise decisions?)– Difficult to implement – takes away traditional control– Single sign-on and authentication, for all possible citizen services. Customized

and personal

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Service Entry Point

InformationalInformational TransactionalTransactional

AuthenticationAuthenticationConfidentialityConfidentialityConfirmationConfirmationProcurementProcurementNavigationNavigationPaymentPaymentSecuritySecurity

PersonalizationPersonalization

Static Data Static Data Broadcast Broadcast

InformationInformationPublic AccessPublic Access

Non-Secure Secure

Services=

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Traditional Portal Design

State PortalState Portal

Passive Menus

Agency

Agency

Agency

Agency

Agency

Services

Services

Services

Services

Services

WWWWWW

CustomerCustomer(fixed base)(fixed base)

Hot links

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Customer Challenges

How Many TimesDo I Have to Type This?

I Can’t Afford a Computer!

How Will I everFind the Time?

Where do I find it?

What do I do Next?

Who Do I Call If I Havea Problem?

What is My I.D.For this agency?

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Wyoming e-Portal Vision

State PortalState PortalInteractiveInteractive MenusMenus

Any/AllAny/AllAgencyAgencyServicesServices

WWWWWW

CommonCommonServicesServicesLayerLayer

Customer (many choices)Customer (many choices)

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User Intention-Based Services

eProcurement

eMunicipal Bill Payment

WY Job NetworkVisiting Wyoming

Outdoors and Recreation

Living in Wyoming

Education and Job Training

Doing Business in Wyoming

eAthletic Tickets

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Infrastructure Even a Mother Could Love

• Security

• Distributed data management, central portal

• Reliable and scalable architectures

• Open network communications

• Compatible hardware, operating systems, office suite software

• Well-trained staff resources

• Transaction base capability

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Don’t forget the one you can’t see.

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Leadership: Not a selfish right butAn awesome responsibility