Intranet Application Examples Seamless Service

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City of Phoenixe-Government
Greg Binder IT Project Manager Enterprise
Technology Mgt Information Technology Dept City
of Phoenix
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Role of Local Government

• Provide Information
• Housing and Building Services
• Public Safety (Police and Fire)
• Roads and Road Safety
• Water Supply and Sewerage

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Role of Local Government

• Development Incentives and Controls
• Environmental Protection
• Recreational Services
• Education Services
• Health and Welfare Services

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Role of Business

• Sell manufactured products
• Sell non-government services
• Act as a citizen of the community
• Sell goods and services to government
• Pay taxes and fees to government

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Information Superhighway Policy Principles

• Economic Viability

• Efficiency of City Government

• Protection of Public Rights-Of-Way

• Privacy and Security of Information

• Sense of Community

• Universal Access and Equity of Services

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E-Government Evolves

• 1994 - Information Superhighway
• 1995 - Homepages
• 1996 - Digital Divide
• 1997 - Intranets
• 1998 - Extranets
• 1999 - E-Commerce
• 2000 - E-Government
• 2001 - Privacy
• 2002 - Web Content Management

Accessibility
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What is e-Government?
Using information technology to streamline
government by providing efficient and
effective services and information to citizens
and businesses
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Building e-Government
Process
Ownership
Privacy and Security
Technology and Communications Infrastructure
Executive Commitment
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What it takes to be successful in e-Government

• Visionary leadership - both political and
  executive
• An Organization-wide Strategy and Commitment
• Technology Leadership
• Commitment to customer input and customer focus
• Teamwork
• Funding

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E-GOV
Information Databases
External
Entities
City Officials
E-Mail System
E-Mail
GIS
Central Data Warehouse
Citizen
Central Cashiering System
Community
City Staff
Business
Applications
Bank
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The Big Picture
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Digital Divide
Undeveloped

• The goal is to be within five km (3 mi.) of every
  Phoenix neighborhood

South Mountain Park
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Public-Access Workstations
limited physical ability limited visual ability
limited dexterity
partners
Accessibility
Alternative Keyboard, Screen Magnification
Voice Output Braille Display Head-Controlled
Mouse
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Forms of e-Government

• Government to Citizen
• Government to Business
• Government to Employee
• Government to Government

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PhxWeb
Citizens/Customers
Peer Organizations
City Staff
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An Evolutionary Process

• Use Internet technology
• Work as a team
• Start small and simple
• Involve executives
• Learn as you go
• Develop processes to continue growth
• Add more complex services over time

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What is e-Government?

• E-Government refers to the use by government
  agencies of information technologies that have
  the ability to transform relations with citizens,
  businesses, and other agencies.
• Using technology to streamline government by
  providing efficient and effective services and
  information to citizens and businesses

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E-Government ChangesService Delivery Models
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E-Government Challenges

• Process Transformation
• Our ability to do may be ahead of our ability to
  manage
• Resources to support 24/7 operations
• Customer Relationships
• Records Retention and Public Records Laws
• The protection of private or confidential
  information vs. the accessibility of government
• Closing the Digital Divide
• Sensitive data may be used or show up in the
  wrong place

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E - Democracy
E - Business
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Public
Action Trigger
City Need
Need
Electronic Service
E-Service
Service Delivered
Change
Service Confirmed
Action Trigger
E - Government
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What is E-Commerce ?
E-commerce simply means commerce that happens
electronically, or over the Internet. That
includes the sale of products, but also the
exchange of information, the transfer of funds
and the delivery of goods.
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Public
Action Trigger
City Need
Need
Electronic Service
E-Service
Service Delivered
E-Commerce
Change
E-Commerce
Service Confirmed
Action Trigger
E - Government
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E-Commerce Objective

• To take advantage of technology trends that will
  improve customer service by
• Offering seamless service
• Reducing service delivery cycle times
• Expanding service delivery hours
• Eliminating travel requirements
• Extending citizen access to services and
  information

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Implementation

• First transactions, August, 2002
• Parking Ticket
• Water Bills
• Oversize Load Permits
• Grants Forum
• Fire CD Sales
• IVR Integration (July, 2004)
• Traffic Accident Reports

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Results
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Future

• Fire Video Sales
• DSD Permits
• Police Alarms Invoices and Permits
• Government to Business (G2B), Business to
  Government (B2G), Government to Government (G2G)

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E-Phoenix Privacy Policy
The City of Phoenix is committed to protecting
online users privacy. We believe that protection
of personal privacy on the Internet is our
responsibility, to assure citizen confidence,
increase participation in online activities and
support effective delivery of services. At
phoenix.gov, we intend to give you as much
control as possible over your personal
information. The purpose of our policy is to
inform you about the types of information we
gather when you visit our site, how we may use
that information, whether we disclose it to
anyone, and the choices you have regarding our
use of, and your ability to correct, the
information. The following is the privacy policy
for this site (all pages starting with
phoenix.gov). If you send us an electronic mail
message with a question or comment that contains
personally identifying information, or fill out a
form that e-mails us this information, we will
only use the personally identifiable information
to respond to your request and analyze trends. We
may redirect your message to another government
agency or person who is in a better position to
answer your question. We collect some
information that is used for analysis and
statistical purposes that help us manage the
Phoenix at Your Fingertips site. 1) Information
that we collect for statistical purposesWe
automatically collect electronically generated
information about your visit to our site, such as
the date, type of browser used, and technical
Internet protocol data. We collect this
information about each user session from our user
logs, and refer to it in summary form for
statistical purposes. 2) Information that you
provide us when using our interactive forms and
functionsThis information may include such
things as name, address, telephone number, and
other personal and business data, depending on
the particular service you use. We collect only
that data necessary to provide the service that
you are requesting.3) Control of personal
informationAt any time, while accessing our
site(s), any user, while online, may decline
participation in any activity that asks for
information (i.e. survey, e-mail or e-commerce).
Your choice not to participate will in no way
affect your ability to use any other feature on
our site(s). In online applications that ask for
personal information, you also are provided the
option of canceling or "clearing all fields" of
information and terminating the application. You
also are provided an automatic way to
"unsubscribe" to any newsletters, notices,
schedules, etc., sent to you automatically by
E-mail in our various contact services
(listserves). 4) Use of cookiesWe do not use
"persistent" cookies to collect permanent
information. We may use "persistent" cookies
(which would reside on the users computer) to
increase ease of use. Such a cookie might contain
the users ID number, thereby relieving the user
of having to always enter the number. Under this
circumstance we will only use a "persistent"
cookie when you give your permission. We do use
"non-persistent" cookies in applications (such as
the online job application) that keep track of a
users online sessio and make it possible for you
to complete a form or use a function, but this
cookie disappears when you finish filling out an
application, or searching a database. 5
Disclosure to third partiesAs a governmental
agency, we are governed by public records laws.
Any information that we receive through use of
our site is subject to the same provisions as
information provided on paper. Otherwise, we do
not share personal identifying information with
any third party without your permission. We
disclose only in aggregate form our statistical
analyses or demographics of users to third
parties. This information is not reported or used
in any manner that would reveal personally
identifiable information, and will not be
released to any outside parties unless we are
legally required to do so in connection with law
enforcement investigations or other legal
proceedings.
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E-Phoenix Recommendation-2000
Assign a cross-discipline team to monitor federal
and state actions related to privacy and
establish policy
E-Phoenix Privacy Task Force - 2001 ITD, City
Clerk, City Council, City Manager, IGP, Law,
Police, Court
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E-Phoenix Privacy Task Force Assignment
Identify, define and document the various
elements and issues of privacy, security and
confidentiality which impact the City of Phoenix,
and develop an e-privacy approach.
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E-Privacy Scope

• Limited to Personally Identifiable Information
  collected or accessed through Phoenix.gov

Personally Identifiable Information
All City Information
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Electronic access fundamentally changes the
nature of information.
This
vs. This
Just because we can make personal information
electronically accessible, should we?
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Competing Priorities
Confidentiality
Online
Public Records
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Confidentiality
Technical
Online
Public Records
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Confidentiality Safeguarding personal information
about another individual by the holder of the
information.
Legislative
Online
Public Records
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Confidentiality
Policy
Online
Public Records
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The Challenge

• Very open Public Records Law in Arizona
• Minimal confidentiality legislation that applies
  to personal information maintained by the City
• Balancing personal privacy expectations with the
  ease of online access

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Privacy and Confidentiality Principles

• 17 Principles establishing City and Citizen
  rights and responsibilities
• Four main areas of focus
• Collection of data
• Protection of data
• Sharing of data
• Access to data
• Foundation for Policy development

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Task Force Results

• Policy Statement
• Individual E-Service Privacy Statements
• Privacy and Public Access Official

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Taskforce Results

• Policy Statement
• Individual E-Service Privacy Statements
• Privacy and Public Access Official

• Auto-collected info for statistics only
• Info entered only used for specific e-service
• Ability to decline entry of personal information
• Permission before disclosure to 3rd parties

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Taskforce Results

• Policy Statement
• Individual E-Service Privacy Statements
• Privacy and Public Access Official

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Taskforce Results

• Policy Statement
• Individual E-Service Privacy Statements
• Privacy and Public Access Official

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• Recommendations
• Adopt the privacy policy statement as contained
  in the Task Force report
• Require individual e-services to develop a
  privacy statement
• Designate City Auditor Office as "Privacy and
  Public Access Official"

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• Approved/Endorsed
• Adopt the privacy policy statement as contained
  in the Task Force report
• Require individual e-services to develop a
  privacy statement
• Designate City Auditor Office as "Privacy and
  Public Access Official"

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E-Phoenix Privacy Policy
The City of Phoenix is committed to protecting
online users privacy. We believe that protection
of personal privacy on the Internet is our
responsibility, to assure citizen confidence,
increase participation in online activities and
support effective delivery of services. At
phoenix.gov, we intend to give you as much
control as possible over your personal
information. The purpose of our policy is to
inform you about the types of information we
gather when you visit our site, how we may use
that information, whether we disclose it to
anyone, and the choices you have regarding our
use of, and your ability to correct, the
information. The following is the privacy policy
for this site (all pages starting with
phoenix.gov). If you send us an electronic mail
message with a question or comment that contains
personally identifying information, or fill out a
form that e-mails us this information, we will
only use the personally identifiable information
to respond to your request and analyze trends. We
may redirect your message to another government
agency or person who is in a better position to
answer your question. We collect some
information that is used for analysis and
statistical purposes that help us manage the
Phoenix at Your Fingertips site. 1) Information
that we collect for statistical purposesWe
automatically collect electronically generated
information about your visit to our site, such as
the date, type of browser used, and technical
Internet protocol data. We collect this
information about each user session from our user
logs, and refer to it in summary form for
statistical purposes. 2) Information that you
provide us when using our interactive forms and
functionsThis information may include such
things as name, address, telephone number, and
other personal and business data, depending on
the particular service you use. We collect only
that data necessary to provide the service that
you are requesting.3) Control of personal
informationAt any time, while accessing our
site(s), any user, while online, may decline
participation in any activity that asks for
information (i.e. survey, e-mail or e-commerce).
Your choice not to participate will in no way
affect your ability to use any other feature on
our site(s). In online applications that ask for
personal information, you also are provided the
option of canceling or "clearing all fields" of
information and terminating the application. You
also are provided an automatic way to
"unsubscribe" to any newsletters, notices,
schedules, etc., sent to you automatically by
E-mail in our various contact services
(listserves). 4) Use of cookiesWe do not use
"persistent" cookies to collect permanent
information. We may use "persistent" cookies
(which would reside on the users computer) to
increase ease of use. Such a cookie might contain
the users ID number, thereby relieving the user
of having to always enter the number. Under this
circumstance we will only use a "persistent"
cookie when you give your permission. We do use
"non-persistent" cookies in applications (such as
the online job application) that keep track of a
users online sessio and make it possible for you
to complete a form or use a function, but this
cookie disappears when you finish filling out an
application, or searching a database. 5
Disclosure to third partiesAs a governmental
agency, we are governed by public records laws.
Any information that we receive through use of
our site is subject to the same provisions as
information provided on paper. Otherwise, we do
not share personal identifying information with
any third party without your permission. We
disclose only in aggregate form our statistical
analyses or demographics of users to third
parties. This information is not reported or used
in any manner that would reveal personally
identifiable information, and will not be
released to any outside parties unless we are
legally required to do so in connection with law
enforcement investigations or other legal
proceedings.
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