Adoption of Citizen eServices A Global and National Perspective

The Internet Generations (X,Y,…) In their book, Connecting to the Net.Generation: What Higher Education Professionals Need to Know About Today's College Students, Reynol Junco and Jeanna Mastrodicasa (2007) found that in a survey of 7,705 college students: 97% own a computer 94% own a cell phone 76% use Instant Messaging. 15% of IM users are logged on 24 hours a day/7 days a week 34% use websites as their primary source of news 28% own a blog and 44% read blogs 49% download music using peer-to-peer file sharing 75% of students have a Facebook accountFacebook 60% own some type of expensive portable music and/or video device such as an iPod.iPod

Drivers for Citizen eServices Generation dynamics Better Service Expanded Services Access Multi-Channel Aging Population Retiring Workforce Reduced Budgets Consolidation Geography Economic Development Technology is no longer a limiting factor

Surveying Online Services Most Mature Job Search Nurse renewals Sex Offender Lookup Unemployment Insurance Application Fishing and hunting licenses State parks and campsite reservations Uniform Commercial code filings and searches Vehicle registration renewal Individual Tax Income filing Business Tax filing and payment Least Mature Contractor status lookup Benefits application and status checking Child support Billing and payment Master business licensing Unemployment insurance employer tax and wage report filing/payment Reverse auctions Adoption/foster parent application Driver’s license renewal Vehicle Identification number validation search 2006 Digital State Survey – Government Technology October 2006

Program Costs Reducing the “Bottom Line” Robust integrated solutions enable program leaders to better identify cost contributors, analyze performance, and manage their program expenses. Reducing Integration Costs Reducing Federal Penalties and Sanctions Reducing Legal and Settlement Costs Reducing Fraud & Overpayments Cost Savings (C) 2007, Oracle. All rights reserved. This document is provided for information purposes only.

Program Revenue Providing Accurate Financial Reports Tracking Revenue and Debt Collection Results Increasing the “Top Line” Comprehensive analytics and business intelligence offerings enable program leaders to proactively assess program funding, manage cost allocations, and report program funding status. Increasing Debt Collection Increasing Revenue Collection Add’l Revenue (C) 2007, Oracle. All rights reserved. This document is provided for information purposes only.

2002 eGovernment Maturity (utah.gov) Philip J. Windley, PhD

2001 United Nations Report Benchmarking eGovernment: A Global Perspective

“The greatest number of services that are provided to citizens are done so by local and municipal governments. State governments provide less services with the Federal government providing the fewest amount of services directly to citizens.” “Where the Canadian government excelled in 2001 was in its ability to implement upgrades and improvements, particularly in the area of customer relationship management.” Benchmarking eGovernment: A Global Perspective United Nations 2001 Report

Customer Relationship Management  A “Case” approach  360 view of Customer  Pre-built components providing rich case & relationship management functionality  Open, scalable, enterprise architecture integrates easily with legacy systems  Covering a wide range of human and workforce services functions (C) 2007, Oracle. All rights reserved. This document is provided for information purposes only.

Michael Locatis – CIO City & County of Denver – Governing 10/4/2006

311 is New York City's phone number for government information and non- emergency services. Whether you're a resident, business owner, or a visitor, all the resources of New York City are just a phone call away... Consolidated 40 different call centers Removed need for 14 pages of phone numbers Provides Cross agency – holistic view of customer Handles 40,000 calls per day

Summary: Improve Citizen Response Fast and Convenient access to services and information Eliminate silos – single point of entry Collaborative capabilities between agencies to resolve issues and reduce duplication of effort Holistic view of agency performance and service delivery Holistic view of citizen interactions with government Ability to hold agencies accountable Performance driven government