1. -131 E-Gov in Tel-Aviv-Jaffa Municipality Itiel Maayan, CTO & Chief Architect ICT Department Maayan_i@mail.tel-aviv.gov.il

2. The City in Numbers Second largest municipality (400,000 citizens, 5.5% of the state population) The business center (350,000 people are working in te city, 14% of the state manpower) Largest budget (over 4 bilion NIS) Largest ICT budget (over 100 milion NIS) Largest number of services provided 2 / 17

3. IT in Numbers 3500 IT Customers 7000 Telephony customers 280 Employees 250 Physical Servers 240 Routers & switches 120 Connected sites 400 Information systems 2 Environments (Mainframe & open) 8 Operating systems 6 Databases 13 Programing languages 3 / 17

4. E-Gov vs. Accessibility Vision: come once Service providing means: –Internet –Call center –IVR –Fax –Service center 4 / 17 Do More With Less

5. Official vision City residents will enjoy a wide variety of up-to- date reliable information and service channels which will emphasize a wide array of service channels in minimum time and maximum efficiency 5 / 17

6. E-Municipal Official definition E- Municipal is a term that describes revolution in: –Accessibility of knowledge and Information to residents and clients –Simplifying and speeding municipal service –Using high end technology for the residents’ benefit –Saving costs through greater effectiveness –Transparency of information, data, process and status 6 / 17

7. Key success factors Sponsor: The general manager Partners(technology wise): –Microsoft –MOF (gov.il) Project manager (NON IT) 7 / 17

8. Challenges Knowledge distribution Legal (s.a need for signature, divorcees) Identification Security Training Means of access – access to internet at home 8 / 17

9. Service improvement roadmap IVR – information and activities via phone Improving the call centers with CTI, IP Telephony, & CRM Central Fax system Internet portal Intranet portal BPM 9 / 17

10. The customers Business (suppliers) Residents (not only citizens) Visitors 10 / 17

11. Business Secure FTP (digital safe in the future) Access to internal information systems (via terminal server and Cockpit) Extending systems with internet module (mainly submitting forms and files) Tenders and RFP Digital documents (s.a orders) 11 / 17

12. Residents Providing useful information (portal as key source of information) Educational workspace for students, parents, teachers and the DOE Forms (s.a. kindergarten and school application) Payments Permit requests (s.a. construction) 12 / 17

13. Residents (Cont.) Planning (s.a. urban plan, constructions, etc) Reporting (s.a. 106, complaints, internal affairs, ombudsmen) Reporting TOW (s.a. urban plan, budget, committees protocols, etc) Feedbacks via e-mail, fax & SMS (s.a. committee decision) FAQ 13 / 17

14. Residents (Cont.) Setting up appointments in the different service centers 14 / 17

15. Visitors Providing useful information (portal as key source of information) Events Parking via cellular Purchasing tickets 15 / 17

16. Project milestones Appoint project manager (non IT) Establish technical/technological team (IT) Build internal infrastructure (SOA based) Build external infrastructure (s.a IIS, MOS, etc) Acquire enabling technologies (s.a smart card) 16 / 17

17. Questions? 17 / 17