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E-Gov in Tel-Aviv-Jaffa MunicipalityE-Gov in Tel-Aviv-Jaffa Municipality

Itiel Maayan, CTO & Chief ArchitectItiel Maayan, CTO & Chief Architect

ICT DepartmentICT Department

Maayan_i@mail.tel-aviv.gov.ilMaayan_i@mail.tel-aviv.gov.il

TheThe City in NumbersCity 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

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IT in NumbersIT 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

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E-Gov vs. AccessibilityE-Gov vs. Accessibility

• Vision: come once• Service providing means:

– Internet– Call center– IVR– Fax– Service center

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Do More With Less

Do More With Less

Official visionOfficial 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

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E-Municipal Official definitionE-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

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Key success factors Key success factors

• Sponsor: The general manager• Partners(technology wise):

– Microsoft – MOF (gov.il)

• Project manager (NON IT)

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ChallengesChallenges

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

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Service improvement roadmapService 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

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The customersThe customers

• Business (suppliers)• Residents (not only citizens)• Visitors

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BusinessBusiness

• 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)

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ResidentsResidents

• 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)

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Residents (Cont.)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

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Residents (Cont.)Residents (Cont.)

• Setting up appointments in the different service centers

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VisitorsVisitors

• Providing useful information (portal as key source of information)

• Events • Parking via cellular• Purchasing tickets

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Project milestonesProject 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)

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Questions?Questions?

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