E-Government in the U.S.

 Computerized operations → interactive operations between government and users  “E-government” begins in the 1990s  Based on theory of purpose and duties of government: safe subject for politicians  Could we function without it?

My e-government life  Obtained tax forms and submitted returns  Paid city usage fees  Renewed drivers’ license  Registered to vote  Ordered and received absentee ballot

Most popular topics From Jobs Pay your water and solid waste bills Report abandoned vehicles Restaurant inspections Road Construction Report Department listing Planning Maps (GIS)

Other popular topics  Register for city business license  Procurement  Economic development  Mayor  City council  Find meetings, agendas, legislation  Register to vote

Doing business  Procurement – and among others  Automatic updates  Exporting anything  Importing anything –

Measurements of success How much does the government save (staff time and salaries)?  Virginia saved $270,000 in processing unemployment claims annually  Indiana documented $400 million in increased revenue and reduced costs due to electronic tax filing and direct deposit of refunds over five years

Public outreach (Brookings)  48% of websites allow posting of comments, message boards, surveys and chat rooms  44% of websites allow residents to register to receive updates on specific issues  Executive sites are strongest on outreach, legislative and judicial often merely billboards

Public interaction Expectmore.gov Expectmore.gov Regulations.gov** Regulations.gov** Second Life, Second Life, INFORMATION INFORMATION

Challenges Changing the culture is the toughest part Changing the culture is the toughest part Constant need to re-evaluate and update sites Constant need to re-evaluate and update sites Inconsistent designs of related sites=confusion Inconsistent designs of related sites=confusion Including workable search engines Including workable search engines Keeping private information private Keeping private information private Broadening access (languages, disabilities) Broadening access (languages, disabilities) Keeping sophisticated personnel on staff Keeping sophisticated personnel on staff Financing e-government sites and programs Financing e-government sites and programs

Financing User fees User fees Summarized at Brookings e-government study for 2008, Summarized at Brookings e-government study for 2008, Examples of public-private partnerships Examples of public-private partnerships No public cost for prize-winning Nebraska state portal, No public cost for prize-winning Nebraska state portal, Virginia Department of Taxation Partnership Virginia Department of Taxation Partnership Project, affecting more than $9 billion in annual Project, affecting more than $9 billion in annual revenue for government services revenue for government services Center for Digital Government Best of the Web Center for Digital Government Best of the Web awards awards

Competition and Cooperation Best of the Web Awards – National League of Cities and National Association of Counties and the Center for Digital Government Best of the Web Awards – National League of Cities and National Association of Counties and the Center for Digital Government National Association of Computerized Tax Professionals National Association of Computerized Tax Professionals Federation of Tax Administrators Federation of Tax Administrators National Electronic Commerce Coordinating Council National Electronic Commerce Coordinating Council E-Government Act of 2002 and initiatives E-Government Act of 2002 and initiatives

Adapted CitiStat to diagnose local management issues in Indjija and Paracin Adapted CitiStat to diagnose local management issues in Indjija and Paracin Used it for call center (plus walk-ins and SMS) to report concerns, generate work orders with 48- hour response time Used it for call center (plus walk-ins and SMS) to report concerns, generate work orders with 48- hour response time Case Management System and web-based statistics in Serbia’s Commercial Courts Case Management System and web-based statistics in Serbia’s Commercial Courts Expect to assist with more local applications, perhaps with courts Expect to assist with more local applications, perhaps with courts