ICT for Local Government - better service delivery
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The Business of Local Government ICT for better service delivery
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Presentation to ICT in Local Government conference, Nigeria 2008
Transcript of ICT for Local Government - better service delivery
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
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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