The Business of Local Government

ICT for better service delivery

about me

connecting…

to find…real world

solutions that work at the local level

Today ?

ideasexamples

tips & tools

http://www2.unpan.org/egovkb/profilecountry.aspx?ID=125

Ready?

Introducing your citizens

and customers

local residents

local business

other governments

council team

local visitors

local organisations

…and they expect

accountability

efficiency

transparencyeffectiveness

access

engagement

Systems and processes

and how they connect together

Connected governmentEfficient and effective

service delivery

ICT infrastructure,

skills and services

How do we make this a

reality for citizens? ?

at the centre

put the citizen

Choose theright services to transformusing ICT

How do you currently access our

services?

Would you use the service differently if

it was delivered electronically?What are the

benefits of this change for you?

Choose the best

delivery channels

Choose the best

delivery channels

Choose the best

delivery channels

Understand the benefits and limitations of channel choices

+Fast

DirectWidespread

-Capacity

SpeedAvailability

=Simple, critical

applications

=Simple, critical

applications

Malaysia: SMS flood warning system • 313 automated measuring devices• SMS to warn warns citizens in crisis areas

Scotland: Citizen Advice • Contact centres respond to SMS questions from citizens• http://www.cas.org.uk

Philippines: Citizen complaints• Corruption complaints by SMS from citizens• Directly to the Office of President

Pilot

Explore emerging technologies

Web 2.0

Open source

collaborate

greater benefits

for

On YouTube: http://bit.ly/cquGzh

set up benchmarks to measure your success

For example, you could…

Survey your customers

Measure how long it takes to

deliver the current service

Track number of enquiries/

transactions

then…

Set performance targets

Implement regular tracking

cycles

Regularly report and review the

results

“Change is inevitable - except from a vending machine.”

Robert C Gallagher

Ask your citizens what would help them the most

(and keep asking)

Choose applications and delivery platforms that make sense

Pick pilot projects that show quick outcomes

Collaborate with other Councils and delivery partners

Measure your success and tell everyone!

“You will discover that you have two hands. One is for helping yourself and the other is for helping others.”

Audrey Hepburn

Messages of support from a world away

?s

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