tele cities network

eGovernment in Vienna

Ingrid Götzl, City of Vienna MCE Trieste 2001

Ingrid GötzlMagistratsdirektion Wien

November 2000

Vienn@eGovernmentIngrid Götzl

City of Vienna TeleCities Network

eGovernment in Vienna

Ingrid Götzl, City of Vienna MCE Trieste 2001

“Decisive are the needs, the wishes and the expectations of the citizens -

how they feel about the results of the City Administration and how they assess and accept the outcome.”

Vienna Chief ExecutiveDr. Ernst Theimer

eGovernment in Vienna

Ingrid Götzl, City of Vienna MCE Trieste 2001

Vienna - Facts & Figures

1.7 Mio. Inhabitants 70 000 City Administration Staff 130 Bill. ATS Budget (9.5 Bill. EUR) 250 000 Council Appartments 400+ Schools 50+ Swimming/Indoor Pools 50+ Public Libraries

eGovernment in Vienna

Ingrid Götzl, City of Vienna MCE Trieste 2001

Vienna - Facts & Figures

26 Hospitals & Homes for the Aged 15 000 Hospital Beds 28 000 Staff 30 Bill. ATS Budget (2.2 Bill. EUR)

Public Health

eGovernment in Vienna

Ingrid Götzl, City of Vienna MCE Trieste 2001

Citizen Satisfaction

Strategic Objectives of the City of Vienna

Business Location Promotion

Economic Efficiency

eGovernment in Vienna

Ingrid Götzl, City of Vienna MCE Trieste 2001

eGovernment Prime Principle

• Services to be made Available to All without Respect of Persons

• as an Additional Way of Interaction between Citizen and Administration

• under Observance of Legal Requirements

eGovernment in Vienna

Ingrid Götzl, City of Vienna MCE Trieste 2001

eGovernment Vision

• Life Episode Target and Customer Care instead of Department Orientation and Competence Distribution

• Digital Include instead of Digital Divide

• eG 24x7 instead of Office Hours

• eVienna – eAustria – eEurope

eGovernment in Vienna

Ingrid Götzl, City of Vienna MCE Trieste 2001

Objectives

• Better Information and Two Ways´ Communication

• No More Demarcation of Space, Time, Organization for Public Administration

• More Transparency and Accessibility

• Less Costs and Turn-Around Time

• Local Decentralized Service Points

eGovernment in Vienna

Ingrid Götzl, City of Vienna MCE Trieste 2001

trade

plans

drain

air

traffic

hospital

real estate

personslaw

§

water

The Informed Official ...

... im Intranet ....in the Intranet

eGovernment in Vienna

Ingrid Götzl, City of Vienna MCE Trieste 2001

The Informed Citizen ...

....in the Internet

eGovernment in Vienna

Ingrid Götzl, City of Vienna MCE Trieste 2001

Strategic Approach

• Information Sharing

• Single Window Government & One Stop Shopping

• eMailing and Electronic Requests for all Departments

• Administration Data Electronically Stored and Offered

• Data Maintenance Committed to Dept´s

eGovernment in Vienna

Ingrid Götzl, City of Vienna MCE Trieste 2001

• Workflow

• Info for Money

• Citizen and Media Compatible Informations

• Error Tolerant and Logically Linked Online Queries

• Public Terminals for “Digital Include”

Strategic Approach cont.

eGovernment in Vienna

Ingrid Götzl, City of Vienna MCE Trieste 2001

Customer OrientationArchitecture

Front Office

Back Office

eGovernment in Vienna

Ingrid Götzl, City of Vienna MCE Trieste 2001

ICTSYSTEMS

BACK OFFICE

Fax

E-Mail

Departmental CC

Departmental CC

CentralPost

CentralPost

CallCenter

FRONT OFFICE

WWWWAP

Dept.Dept.

One Stop Shop

NET

• smd

eGovernment in Vienna

Ingrid Götzl, City of Vienna MCE Trieste 2001

• Access to Information via Data Base • Knowledge Management• Data Warehouse• Data Mining• Secure Data Transfer• Workflow• Authentification and Identification

System

Prerequisites (I)

eGovernment in Vienna

Ingrid Götzl, City of Vienna MCE Trieste 2001

Prerequisites (II)• Restructuring of Tasks • Transformation into Business Processes • Defined Organisational Links • Less Interfaces • Technological and Organisational

Interoperability without Media Rupture• Convergence of Horizontal and Vertical

Organisation

eGovernment in Vienna

Ingrid Götzl, City of Vienna MCE Trieste 2001

• Expert Employees

• Knowledge on and Use of Ressources

• Virtual Teams

• Management by Objectives

• Empowerment and Self Responsibility

• Management by Trust

Prerequisites (III)

eGovernment in Vienna

Ingrid Götzl, City of Vienna MCE Trieste 2001

eGovernment – Life Episodes

• Children from 0 to 2• Children from 2 to 6• Education and Training• Marriage• Finding a Flat/Moving• Family-Specific Situations• Women-Specific Situations

eGovernment in Vienna

Ingrid Götzl, City of Vienna MCE Trieste 2001

eGovernment – Life Episodescont´d.

• Elections and Direct Democracy • Public and Private Transport• Business and Industry• Health Care and Persons with Special Needs• Senior Citizens• Leisure Time and Sports• Specific Projects

eGovernment in Vienna

Ingrid Götzl, City of Vienna MCE Trieste 2001

Layers of Services

• Information

• Communication

• Interaction

• Day-to-Day

• Official Contacts

• Political Participation

eGovernment in Vienna

Ingrid Götzl, City of Vienna MCE Trieste 2001

Information Activities

Day-to-Day • Location of Address, Cycle Tracks, Maps• Location of Pharmacies• Leisure, Family, Education, Health• Traffic + Transport, Economy, Tourism,

Residing• Environment, Media, Culture

eGovernment in Vienna

Ingrid Götzl, City of Vienna MCE Trieste 2001

Official Contacts

• FAQ´s on the Municipality

• Drafts of Regional Bills

• Protective Zone Information

• Job Offers of the City of Vienna

• etc.

Information Activities

eGovernment in Vienna

Ingrid Götzl, City of Vienna MCE Trieste 2001

Political Participation• Regional Bills• Annual Municipal Estimate of Cost and

Closing of Accounts• Minutes of Regional Political odies• Internet-Live Transmission of City

Council Meetings • etc.

Information Activities

eGovernment in Vienna

Ingrid Götzl, City of Vienna MCE Trieste 2001

Day-to-Day

• Check of Housing Waiting List

• Housing Agency

• Ordering of City Print Media

• Registration for Adult Education Programmes

• etc.

Communication and Interaction Activities

eGovernment in Vienna

Ingrid Götzl, City of Vienna MCE Trieste 2001

Official Contact

• Download Forms

• Application for Support

• Notice of Defects and Nuisance

• Registration for Dog´s Licence

• Making Appointments with City Officials

• etc.

Communication and Interaction Activities

eGovernment in Vienna

Ingrid Götzl, City of Vienna MCE Trieste 2001

Political Participation

• Making Appointments with Politicians

• Application for Voter´s Card

• e-mailing to Politicians

• etc.

Communication and Interaction Activities

eGovernment in Vienna

Ingrid Götzl, City of Vienna MCE Trieste 2001

Today Under Construction ...

Registration for– Kindergarten– City High School for Music – City College for Fashion – Home for the Elderly– Sports, Games and Festivals– etc.

eGovernment in Vienna

Ingrid Götzl, City of Vienna MCE Trieste 2001

Today Under Construction ...

Official Contacts– Citizen Care File Accessible for all Departments

– Building Permit Procedure

– ePayment for Several City Services

– Trade Registration Procedure

– Registration of Residence

– Application of Residence Permit

– etc.

eGovernment in Vienna

Ingrid Götzl, City of Vienna MCE Trieste 2001

Tomorrow at Service ...

• Practical eGovernment

• eGovernment - Transparency

• eGovernment - Political Include

• eGovernment - Active Citizen

eGovernment in Vienna

Ingrid Götzl, City of Vienna MCE Trieste 2001

Lessons Learned

• High Level Promotor

• Umbrella Project with Dept. Promotors

• Start and Grow

• Complete Customer View

• Backbones: Call Center and Knowledge Database

eGovernment in Vienna

Ingrid Götzl, City of Vienna MCE Trieste 2001

The Next Generation...

Development of Internet Use

Youth (14 – 19 yrs.) since 1997

eGovernment in Vienna

Ingrid Götzl, City of Vienna MCE Trieste 2001

TeleCities President

City Of ViennaChief Executive Office -

EDP and Information Management

Ingrid Goetzlemail: ged@mdi.magwien.gv.at

phone: +43-1-4000-75025