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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
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
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: [email protected]
phone: +43-1-4000-75025