e-Government Transformation The City of Roanoke Story

City of Roanoke: Who are we? Independent city: population 94,911 Metropolitan Area population: 235,932 Family Median Income: $26,948 Cost of Living Index: time All-American City Top Digital City Award in 2001 &

Goals of e-Government Provide better service to citizens & employees Lower cost of service by becoming a more efficient and flexible government Improve constituent participation Promote a digital society, economic development & the Roanoke region “City Hall Without the Walls”

Our Journey… … College Intern – WebMaster $25/month lease space on server Information pages (HTML) , basic forms ci.roanoke.va.us Guest Book Strategic Planning for e-Gov E-Architecture established New design & name: Roanokegov.com Intranet: Phone directory, Policies,Team rooms, calendars, Workflow, etc., Internet: Jobs, Calendars, News, Geographical Information System (GIS), Requests for services… 1 st Web Developer hired Content Management System Imaging on Web Employee Self-service Portal Web integration w/ internal business systems Wireless/Mobile computing (PDA/cellphone) 2 nd Web Developer hired

Untangling e-government Develop a Vision Gain Organizational Support Conduct Organizational Strategic Planning Build e-Architecture Market Services: (internal & external) Solicit Feedback

Roanokegov.com

Real-time job list Online application Save, modify, submit Check status Internal workflow Online Ranking, referrals & hiring! Job Application System

Online Payment Center Pay almost any city bill with a major credit card Some database lookups in place E-checks coming soon

Free or text pager/phone Get only what you want MyRoanoke – constituent notification

Geographical Information System (GIS)

Permit & Inspection Center Search permits View Inspection results Links directly to GIS Request Inspections Forms

Athletics Sports Teams Schedules Standings Facilities Sign-up Info Bylaws News

Police Accident Reports Sign up for account & PIN $10/report View billing details on-line Imaging PDF format No more copying!

City Clerk On-line Agendas since 1988 City Code Measures since 1955 Minutes since 1874

eCouncil… ”Best of Breed Award 2003” Paperless MS Word documents Review, edit & approve Workflow

eCouncil cont., History & audit trail Document Imaging – available on web Agendas distributed on CD Council laptops

Employee Self Service Intranet Portal

City Council WebCasting Live and archived meetings Free hosting by local ISP Equipment: Video capture card and modest PC

Content Management System One License PageMasters Easy to re-design! Workflow Multiple Web Sites –RoanokeGov.com –Intranet Site –Kiosk

Content Management System Input FormOutput Form

Lessons Learned… Charging convenience fees gets in the way – minimize if you can. Content Management - tremendous success PageMasters, Content Manager, Web Team Don’t just “webify” a service… take advantage & make it better!! Help internal staff be productive: Imaging, Workflow, employee self-service portal Integrate “related” systems together using a web browser Self-service functionality takes careful planning – use TEAMS and contact citizens who will be using the service Marketing is often forgotten… use the media, PIO Mobile technology is changing the workplace…

Thanks!! Visit the City of Roanoke at