ict strategy in the city of vienna

© 2005Ingrid Götzl

City of Vienna ISSS 2005

ICT Strategy in the City of Vienna

Ingrid Götzl

City of ViennaExecutive Group for Organisation

Information and Communication Technology

ISSS 2005April 2005



Vienna - Facts & Figures

1.7 Mill. Inhabitants

70 000 staff

9.5 Bill. EUR budget

100+ municipal departments

250 000 city-owned flats

400+ schools

50+ swimming/indoor pools

50+ public libraries

without public traffic and energy supplier, but ...



Vienna - Facts & Figures

26 hospitals & homes for the elderly

15.000 hospital beds

28.000 staff

2,2 bill. EUR budget

...including public health:



Strategic Objectives of the City of Vienna

Citizen Satisfaction

Business Location Promotion

Economic Efficiency

Vienna:

Making Data move – Making Time for People!

Dr. Michael Häupl,Mayor and Governor of Vienna

IT Strategy – Political Frame



ICT Strategy

• Defines development and direction of ICT

• in order to

– produce correspondence between ICT and the objectives of the „Enterprise“ City of Vienna

– organise ICT sector (ICT Controlling and ICT Services)

– coordinate ICT infrastructure



Consequences for ICT - 1

• Ensure technical future-orientation of ICT infrastructure

• Ensure „communicability“ between all work places

• Ensure different access channels to the services offered by the City of Vienna (incl. mobile communication)

• Ensure „networkability“ of all applications




• Internet is THE communication platform

• Intranet is THE technical basis for internal knowledge management

• Technical guidelines to ensure interoperability, ease of use, prevention of media or system ruptures, stable performance of individual services

• Use of Austrian-wide standards (E-GovG, Identification by Citizen Card, etc.)




• Use of (international) standards for data models, interfaces, security, ...

• Extensive use of standard software

• Use of Open Source Software as an alternative to Commercial Software in terms of strategy, economics and technology

• Implementation, use of applications in cooperation with federal govt., regions, cities and townships




E-Government-CooperationFederal RegionalLocal



Distribution of Tasks/1

Municipal Department

•„Role of Principal/Buyer/Client“ compliant to strategic guidelines

•Definition of department´s requests

•Calculation of profits for new ICT projects

•Budgeting for ongoing ICT projects/services

•Commissioning of new ICT projects/services

•Cooperation in providing ICT projects/services

•Acceptance test

•In-time planning for ICT requests and required budget

•In-time provision of sufficient departmental know-how



Distribution of Tasks /2

ICT Department

• Operational ICT services (infrastructure, applications) in service level agreed quality

• incl. procurement of ICT ressources

• customer support in definition of request

• outcome responsibility for ICT projects by order of departments and compliant to strategic guidelines

• request-oriented building up of required ressources and know-how

• support for CIO in creating and maintaining of ICT strategy



Distribution of Tasks /3

CIO

• Creation and Maintenance of enterprise-wide ICT strategy to ensure uniformity of ICT applications, infrastructure and data

compatibility

• Definition of set of guidelines for ICT with enterprise-wide mandatory validity

• Supervision and controlling of compliance with ICT strategy and eskalation forum

• Inititiation of strategic ICT projects and masterplans

• Coordination, and decision on priorisation, of ICT projects

• Coordination of relations between City of Vienna and other public authorities in the field of ICT



e-Government

• ... to equal digitalisation with modernisation

• ... to replace analogous bureaucracy by digital bureaucracy.

Stephan Jansen, Universität Witten

does not mean...



E-Government Mantra

• Successful E-Government is not an ICT project.

• Successful E-Government is a Change Project.

• Successful E-Government is promoted by the top management and put in charge of the relevant department.



E-Government Principles1) E-Government is more than E-Services.

Citizens are more than „Customers“.

2) E-Government is of use for all – even for those who don´t use the Internet.

Catchword „Multichannel“.

3) E-Government = customer orientation = horizontal integration.

Data should be on the move, not the citizens.

4) E-Government = vertical integration = speed and cost reduction.

Media rupture hurts!

5) E-Government means benefit by BPR.

Revolution instead of Evolution.



6) E-Government is not for free.

Those who want to reap must sow.

7) E-Government must bring profit.

Otherwise, we tell beforehand.

8) E-Government is about use and usefulness.

Only the useful is used.

9) E-Government is Usability – for the sake of the user.

No riddles, please.

10) E-Government needs PR.

New products need advertising.

E-Government Principles



What Did We Achieve ?

• 100+ eGov Applications

• ca 27% Use

• 1.9 Customer Satisfaction (Poll 6/2003) of a range 1-5



What´s the Use for the Citizen?

• We offer quick and competent services to Citizens with easy and simple Access.

• We aim to make Citizens feel not only very well administrated but also well informed and involved,

• in order to make Public Administration and Politics more transparent and accessible



...What´s the Use For the Businesses?

• For Vienna to present itself as a professional partner to the Businesses

• to perform required processes promptly and with a minimum of resources

• „This City is in itself a Business Advantage!“

Ca. 8.000 ICT enterprises in Vienna – 3rd in Europe after London and Munich!



...And What does Administration Get Out of IT/it?

• Better „ROI“ through better services

• Supervision for free – through more transparency

• More satisfaction and identification of citizens with „their“ administration

• Cost savings allow successful service delivery in the future



Thank you for your attention!

Ingrid Götzl

[email protected]

ict strategy in the city of vienna

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