Download - Tele Cities Network
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eGovernment in Vienna
Ingrid Götzl, City of Vienna MCE Trieste 2001
Ingrid GötzlMagistratsdirektion Wien
November 2000
Vienn@eGovernmentIngrid Götzl
City of Vienna TeleCities Network
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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
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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
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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
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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
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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
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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
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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
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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
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eGovernment in Vienna
Ingrid Götzl, City of Vienna MCE Trieste 2001
The Informed Citizen ...
....in the Internet
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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
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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.
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eGovernment in Vienna
Ingrid Götzl, City of Vienna MCE Trieste 2001
Customer OrientationArchitecture
Front Office
Back Office
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eGovernment in Vienna
Ingrid Götzl, City of Vienna MCE Trieste 2001
ICTSYSTEMS
BACK OFFICE
Fax
Departmental CC
Departmental CC
CentralPost
CentralPost
CallCenter
FRONT OFFICE
WWWWAP
Dept.Dept.
One Stop Shop
NET
• smd
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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)
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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
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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)
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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
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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
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eGovernment in Vienna
Ingrid Götzl, City of Vienna MCE Trieste 2001
Layers of Services
• Information
• Communication
• Interaction
• Day-to-Day
• Official Contacts
• Political Participation
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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
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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
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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
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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
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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
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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
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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.
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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.
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eGovernment in Vienna
Ingrid Götzl, City of Vienna MCE Trieste 2001
Tomorrow at Service ...
• Practical eGovernment
• eGovernment - Transparency
• eGovernment - Political Include
• eGovernment - Active Citizen
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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
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eGovernment in Vienna
Ingrid Götzl, City of Vienna MCE Trieste 2001
The Next Generation...
Development of Internet Use
Youth (14 – 19 yrs.) since 1997
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eGovernment in Vienna
Ingrid Götzl, City of Vienna MCE Trieste 2001
TeleCities President
City Of ViennaChief Executive Office -
EDP and Information Management
Ingrid Goetzlemail: [email protected]
phone: +43-1-4000-75025