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Shared Services;Shared Services;Leveraging the Changing IT LandscapeLeveraging the Changing IT Landscape
2011 Northwest Regional Managers ConferenceSkamania, WA
March, 2011
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AgendaAgendaCloudsIcebergsCatsSilosMe or YouPlasticsSweatersTin Cans & String
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IntroductionsIntroductionseCityGov Board MembersOther eCityGov Members
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eCityGov AllianceeCityGov AllianceWe are:An inter-local municipal corporationFormed by 9 partner cities in 2002Providing 7 on-line service portals
We serve:46 member cities and other
government agenciesCounties: King, Snohomish, Pierce &
Jefferson1.5 million citizens & businesses
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eCityGov Shared ServiceseCityGov Shared ServicesOne-stop shopping
Customer centric
Saves everyone time & money
Safe & secure
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eCityGov Shared ServiceseCityGov Shared ServicesMyParksandRecreation.com
◦ Activity class search◦ Parks, Trails
& FacilitiesNWProperty.net
◦ Find Available CommercialProperty
◦ Demographic dataNWMaps.net
◦ GIS & property info.HSConnect.net
◦ Online grants application & management
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More eCityGov ServicesMore eCityGov Services SharedProcurementPortal.com
◦ 6 vendor rosters◦ Public contractor lookup◦ Free vendor registration
GovJobsToday.com◦ Job posting◦ Application◦ Paperless review◦ Private Comp/Class portal
MyBuildingPermit.com◦ OTC permits◦ Inspection scheduling◦ Permit status◦ Tip sheets◦ Training
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A Few NumbersA Few NumbersMBP
◦59,000 permits◦78,000 inspections◦2.4 million status queries
GJT – 39,000 applicant profilesSPP – 3,200 vendor registrationsHSC - $16m grant applications
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ePlan ProjectePlan Project
Vision
All permit types including plan review
For all development review functions
Align business practices
Application submittal
Attach/exchange plan sets & documents
Pay fees(s)
Issue permit
Phase I2 nd Qrt. 2011
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MBP FundingMBP Funding
Old Funding Model 2011 Funding Model
Population based Easy to administer
& understand No relation to
permit volume or type
Unsustainable for ePlan project
Based on permit revenue
More complex admin. Direct relation to
permit volume and type
Customer supported
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Customer SupportCustomer Support
Master BuildersCustomer Advisory
Committee
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Sound Structural Solutions
JWS Design, Inc
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Significant Organizational Significant Organizational BenefitsBenefitsVery cost effective
◦ No application support staff required◦ No additional hardware costs or software licenses◦ Access to information and data that would not
otherwise be availableEfficiencies
◦ Digital workflow replaces paper◦ Green; reduce paper vehicle trips
Improved customer service Inter-agency
◦ Knowledge sharing & training◦ Cooperative purchasing opportunities
Best business practices
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Organizational SpectrumOrganizational SpectrumSiz
e,
Com
ple
xit
y,
Sca
le
Governance
City(strong mayor)
School District
Elected Leadership
Elected Policymakers
eCityGovAlliance
Informal Collaboration
Executive Management
Executive Sponsorship
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The IcebergThe Iceberg
Legislative MandatesCommunity Identity
Administratively adopted policies and procedures
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Principle BasedPrinciple BasedCost sharing is equitable
Risk is shared
Mission is not diluted
Roles & responsibilities are clearly defined
Benefit is clear & direct to participants
Control & identity is retained by members
Business drives technology
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Key IngredientsKey IngredientsOrganization
◦Governance◦Budget◦Operating Structure
Shared◦Vision◦Management◦Responsibility◦Risk
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Cost ComparisonCost ComparisonSelf Host eCityGov Host
License or build web application $$$$ N/A
Hosted Service N/A $$
Hardware & infrastructure $$ Included
Design & implementation $$$ Included
Data security/PCI compliance $$$$ Included
Bank Fees $ $
Technical application support $$ Included
Business staff support $ $
Data subscriptions $$ Included
Overall $$$$$ $$
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ChallengesChallenges
Herding CatsNot the technologyOrganizational Culture & NormsInternal IT GovernanceIndividual biasChange management
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Our RealityOur RealityNo $$’s, Time or ResourcesAbsolute Service ExpectationDemand Not Diminishing
◦Appetite for online services growingIT Inflection Point
◦Transition to web enabled services
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IT is Evolving, IT is Evolving, FastFast
10 KeyMainframeClient ServerCloud
IBM typewriterDesktop PC InternetSelf-hosted
applicationsWeb services &
applications
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• POTS• Wi-Fi• Bluetooth• Ethernet• Fiber• Cable• Cell
Computing
NetworkDesktop
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The Future is in PlasticsThe Future is in Plastics
Online Payment Options
Retail credit/debit cards
Credit cards w/ convenience fees
eCheckACH transfers
IssuesExpenseRulesSize/range of
paymentsPCI security
compliance
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Inflection Point is HereInflection Point is HereThick to Thin
ClientAccessible via
multiple devices
Universal access, 24/7
Consumer expectations…..
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Market TrendsMarket TrendsCapture and hold
◦Leveraging digital content◦Driving to the cloud◦Licensing
Niche markets emerging◦Simpler, less expensive◦Fast to implement◦Limited customization
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CloudCloud
Plus Not so Plus
Off-siteSecureReliableCost effective life-
cycle
ImmaturePublic sector data
storage untestedExisting sunk cost IT staff training
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Leadership Intervention Leadership Intervention RequiredRequired
Transition to cloud, web enabled services will take place under the
conditions set by the private market;
Selling into silosIncreasing complexityInflexible licensing
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What Can We Do?What Can We Do?
Advantage over the private sector◦Leverage
Investments Knowledge Interagency cooperation
Best Approach?◦Customer centric◦Organizational centric
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Top SecretTop Secret(Connecting the (Connecting the Dots)Dots)
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Value AddValue Add
Collaboration
Governance
Funding & Resources
Positive ROI
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Top TenTop Ten1. Digital divide is growing in the public sector2. Proliferation of web enabled devices3. Vendors doing everything they can to “capture”
customers – app stores, premier accounts, subscription services
4. Web 2.0 – social media is a force but problematic
5. Cross-agency data integration is an under appreciated issue
6. 24/7 access & service expectation7. Privacy and security are significant issues8. Online payment services are expensive9. Government transactions are fundamentally
different than retail transactions10. We are all doing the same things - differently
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ResourcesResources1. Making Local Government More Workable through Shared Services,
GFR, Feb. 2006, John Ruggini
2. Beyond Silos; Cross-boundary Internet Service Portals, GFR, June 2008, John Backman - http://www.gfoa.org/gfr
3. Interlocal Service-Sharing Agreements, ICMA IQ Report, 2006 - http://bookstore.icma.org/
4. Local Government Information Systems (LOGIS) – Minnesota, www.logis.org
Hosted IT systems
5. N. Central Texas Council of Governments (NCTCOG) – www.nctcog.org• Software plus Service – ERP system (in development)• Regional GIS
6. GovMax, Sarasota County, Florida – www.govmax.net• Hosted, web budget development service
7. eCityGov Alliance, Puget Sound Region, Washington – www.eCityGov.net
• 7 web-based, cross-boundary service portals
8. Open eGov, Newport News, Virginia - http://nngov.com/egov • Open Source Web Content Management System (free)
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John BackmanExecutive DirectoreCityGov [email protected] 425.452.7821