1. eGovernment in Vienna Ingrid Götzl, City of Vienna Hradec Kralove ISSS 2001 Ingrid Götzl Magistratsdirektion Wien November 2000 Vienn@eGovernment Ingrid Götzl City of Vienna – TeleCities Network

2. eGovernment in Vienna Ingrid Götzl, City of Vienna Hradec Kralove ISSS 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 Executive Dr. Ernst Theimer

3. eGovernment in Vienna Ingrid Götzl, City of Vienna Hradec Kralove ISSS 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

4. eGovernment in Vienna Ingrid Götzl, City of Vienna Hradec Kralove ISSS 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

5. eGovernment in Vienna Ingrid Götzl, City of Vienna Hradec Kralove ISSS 2001 Strategic Objectives of the City of Vienna Citizen Satisfaction Business Location Promotion Economic Efficiency

6. eGovernment in Vienna Ingrid Götzl, City of Vienna Hradec Kralove ISSS 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

7. eGovernment in Vienna Ingrid Götzl, City of Vienna Hradec Kralove ISSS 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

8. eGovernment in Vienna Ingrid Götzl, City of Vienna Hradec Kralove ISSS 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

9. eGovernment in Vienna Ingrid Götzl, City of Vienna Hradec Kralove ISSS 2001 trade plans drain air traffic hospital real estate persons law § water The Informed Official...... im Intranet....in the Intranet

10. eGovernment in Vienna Ingrid Götzl, City of Vienna Hradec Kralove ISSS 2001  The Informed Citizen.......in the Internet

11. eGovernment in Vienna Ingrid Götzl, City of Vienna Hradec Kralove ISSS 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

12. eGovernment in Vienna Ingrid Götzl, City of Vienna Hradec Kralove ISSS 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.

13. eGovernment in Vienna Ingrid Götzl, City of Vienna Hradec Kralove ISSS 2001 Customer Orientation Architecture Front Office Back Office

14. eGovernment in Vienna Ingrid Götzl, City of Vienna Hradec Kralove ISSS 2001 ICT SYSTEMS BACK OFFICE Fax E-Mail Departmental CC Departmental CC Central Post Central Post Call Center FRONT OFFICE WWW WAP Dept. One Stop Shop NET NET s m d

15. eGovernment in Vienna Ingrid Götzl, City of Vienna Hradec Kralove ISSS 2001 Access to information via Data Base Knowledge Management Data Warehouse Data Mining Secure Data Transfer Workflow Authentification and Identification System Prerequisites (I)

16. eGovernment in Vienna Ingrid Götzl, City of Vienna Hradec Kralove ISSS 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

17. eGovernment in Vienna Ingrid Götzl, City of Vienna Hradec Kralove ISSS 2001 Expert Employees Knowledge on and Use of Ressources Virtual Teams Management by Objectives Empowerment and Self Responsibilty Management by Trust Prerequisites (III)

18. eGovernment in Vienna Ingrid Götzl, City of Vienna Hradec Kralove ISSS 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

19. eGovernment in Vienna Ingrid Götzl, City of Vienna Hradec Kralove ISSS 2001 eGovernment – Life Episodes cont´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

20. eGovernment in Vienna Ingrid Götzl, City of Vienna Hradec Kralove ISSS 2001 Layers of Services Information Communication Interaction Day-to-Day Official Contacts Political Participation

21. eGovernment in Vienna Ingrid Götzl, City of Vienna Hradec Kralove ISSS 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

22. eGovernment in Vienna Ingrid Götzl, City of Vienna Hradec Kralove ISSS 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

23. eGovernment in Vienna Ingrid Götzl, City of Vienna Hradec Kralove ISSS 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

24. eGovernment in Vienna Ingrid Götzl, City of Vienna Hradec Kralove ISSS 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

25. eGovernment in Vienna Ingrid Götzl, City of Vienna Hradec Kralove ISSS 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

26. eGovernment in Vienna Ingrid Götzl, City of Vienna Hradec Kralove ISSS 2001 Political Participation Making Appointments with Politicians Application for Voter´s Card e-mailing to Politicians etc. Communication and Interaction Activities

27. eGovernment in Vienna Ingrid Götzl, City of Vienna Hradec Kralove ISSS 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.

28. eGovernment in Vienna Ingrid Götzl, City of Vienna Hradec Kralove ISSS 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.

29. eGovernment in Vienna Ingrid Götzl, City of Vienna Hradec Kralove ISSS 2001 Tomorrow at Service... Practical eGovernment eGovernment - Transparency eGovernment - Political Include eGovernment - Active Citizen

30. eGovernment in Vienna Ingrid Götzl, City of Vienna Hradec Kralove ISSS 2001 Lessons Learned High Level Promotor Umbrella Project with Dept. Promotors Start and Grow Complete Customer View Backbones: Call Center and Knowledge Database

31. eGovernment in Vienna Ingrid Götzl, City of Vienna Hradec Kralove ISSS 2001 The Next Generation... Development of Internet Use Youth (14 – 19 yrs.) since 1997

32. eGovernment in Vienna Ingrid Götzl, City of Vienna Hradec Kralove ISSS 2001 TeleCities President City Of Vienna Chief Executive Office - EDP and Information Management Ingrid Goetzl email: ged@mdi.magwien.gv.at phone: +43-1-4000-75025