ICT Strategy in the City of Vienna

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ICT Strategy in the City of Vienna
Ingrid Götzl City of ViennaExecutive Group for
OrganisationInformation and Communication
Technology ISSS 2005April 2005
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Vienna - Facts Figures

• 1.7 Mill. Inhabitants
• 70 000 staff
• 9.5 Bill. EUR budget
• 100 municipal departments
• 250 000 city-owned flats
• 400 schools
• 50 swimming/indoor pools
• 50 public libraries
• without public traffic and energy supplier, but
  ...

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Vienna - Facts Figures
...including public health

• 26 hospitals homes for the elderly
• 15.000 hospital beds
• 28.000 staff
• 2,2 bill. EUR budget

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Strategic Objectives of the City of Vienna
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IT Strategy Political Frame
Vienna Making Data move Making Time for
People!
Dr. Michael Häupl, Mayor and Governor of Vienna
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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 ExecutiveDr. Ernst Theimer
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ICT Strategy

• Defines development and direction of ICT
• in order to
• produce correspondence between ICT and the
  objectives of the Enterprise City of Vienna
• organise ICT sector (ICT Controlling and ICT
  Services)
• coordinate ICT infrastructure

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Vienna ICT Landscape

• 2 main frames
• 600 midrange servers
• 28.000 online PCs in administration (incl.
  health sector)
• 10.000 PCs in public schools
• 66 Mill. EUR ICT budget excl. staff
• 900 ICT staff - centralized
• 250 ICT staff in departments - decentralized
• 200 applications in production

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Organisation of ICT in Vienna

• Centralized
• Chief Information Office at executive level
  (Municipal Directorate) 8 staff
• Operative ICT department for municipal
  departments approx. 470 staff
• Operative ICT department for hospital and care of
  elderly approx. 450 staff
• Decentralized
• In municipal departments approx. 230 staff

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Framework Conditions/1

• To ensure
• Continuity and effectivity of ICT
• Municipality-wide use of common registers,
  applications and functions
• Recognition value of trademark Wien by
  similarity of appearance

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Framework Conditions/2

• For Application Development and Maintenance
• Similar appearance and policy
• Similar services similar handling
• Electronic communication
• Information flow to top management
• Internet and Intranet as a common knowledge
  storage

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Consequences for ICT - 1

• Ensure technical future-orientation of ICT
  infrastructure
• Ensure communicability between all work places
• Ensure different access channels to the services
  offered by the City of Vienna (incl. mobile
  communication)
• Ensure networkability of all applications

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Consequences for ICT - 2

• Internet is THE communication platform
• Intranet is THE technical basis for internal
  knowledge management
• Technical guidelines to ensure interoperability,
  ease of use, prevention of media or system
  ruptures, stable performance of individual
  services
• Use of Austrian-wide standards (E-GovG,
  Identification by Citizen Card, etc.)

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Consequences for ICT - 3

• Use of (international) standards for data models,
  interfaces, security, ...
• Extensive use of standard software
• Use of Open Source Software as an alternative to
  Commercial Software in terms of strategy,
  economics and technology
• Implementation, use of applications in
  cooperation with federal govt., regions, cities
  and townships

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Consequences for ICT - 4
E-Government-CooperationFederal RegionalLocal
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• Distribution of Tasks/1
• Municipal Department
• Role of Principal/Buyer/Client compliant to
  strategic guidelines
• Definition of departments requests
• Calculation of profits for new ICT projects
• Budgeting for ongoing ICT projects/services
• Commissioning of new ICT projects/services
• Cooperation in providing ICT projects/services
• Acceptance test
• In-time planning for ICT requests and required
  budget
• In-time provision of sufficient departmental
  know-how

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• Distribution of Tasks /2
• 
  
• ICT Department
• Operational ICT services (infrastructure,
  applications) in service level agreed quality
• incl. procurement of ICT ressources
• customer support in definition of request
• outcome responsibility for ICT projects by order
  of departments and compliant to strategic
  guidelines
• request-oriented building up of required
  ressources and know-how
• support for CIO in creating and maintaining of
  ICT strategy

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• Distribution of Tasks /3
• 
  
• CIO
• Creation and Maintenance of enterprise-wide ICT
  strategy to ensure uniformity of ICT
  applications, infrastructure and data
  compatibility
• Definition of set of guidelines for ICT with
  enterprise-wide mandatory validity
• Supervision and controlling of compliance with
  ICT strategy and eskalation forum
• Inititiation of strategic ICT projects and
  masterplans
• Coordination, and decision on priorisation, of
  ICT projects
• Coordination of relations between City of Vienna
  and other public authorities in the field of ICT
  

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e-Government
does not mean...

• ... to equal digitalisation with modernisation
• ... to replace analogous bureaucracy by digital
  bureaucracy.
• Stephan Jansen, Universität Witten

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E-Government Mantra

• Successful E-Government is not an ICT project.
• Successful E-Government is a Change Project.
• Successful E-Government is promoted by the top
  management and put in charge of the relevant
  department.

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E-Government Principles

• 1) E-Government is more than E-Services.
• Citizens are more than Customers.
• 2) E-Government is of use for all even for
  those who dont use the Internet.
• Catchword Multichannel.
• 3) E-Government customer orientation
  horizontal integration.
• Data should be on the move, not the citizens.
• 4) E-Government vertical integration speed
  and cost reduction.
• Media rupture hurts!
• 5) E-Government means benefit by BPR.
• Revolution instead of Evolution.

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E-Government Principles

• 6) E-Government is not for free.
• Those who want to reap must sow.
• 7) E-Government must bring profit.
• Otherwise, we tell beforehand.
• 8) E-Government is about use and usefulness.
• Only the useful is used.
• 9) E-Government is Usability for the sake of
  the user.
• No riddles, please.
• 10) E-Government needs PR.
• New products need advertising.

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What Did We Achieve ?

• 100 eGov Applications
• ca 27 Use
• 1.9 Customer Satisfaction (Poll 6/2003) of a
  range 1-5

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Whats the Use for the Citizen?

• We offer quick and competent services to Citizens
  with easy and simple Access.
• We aim to make Citizens feel not only very well
  administrated but also well informed and
  involved,
• in order to make Public Administration and
  Politics more transparent and accessible

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...Whats the Use For the Businesses?

• For Vienna to present itself as a professional
  partner to the Businesses
• to perform required processes promptly and with a
  minimum of resources
• This City is in itself a Business Advantage!
• Ca. 8.000 ICT enterprises in Vienna 3rd in
  Europe after London and Munich!

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...And What does Administration Get Out of IT/it?

• Better ROI through better services
• Supervision for free through more transparency
• More satisfaction and identification of citizens
  with their administration
• Cost savings allow successful service delivery in
  the future

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Thank you for your attention!
Ingrid Götzl ingrid.goetzl_at_mdo.magwien.gv.at