Electronic Government and the City of Vienna Revolution in Administration Objectives, Methodology, C

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Electronic Government and the City of Vienna
Revolution in AdministrationObjectives,
Methodology, Chances10/5/2004
Ingrid Goetzl MDO IKTExecutive Group for
OrganisationInformation and Communication
Technology
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EUBenchmarking
e-Government Growth in Europe between
2001 and 2003
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Umbrella Project 2001 - 2003

• 68 Services online
• Transparency
• Citizen Involvement
• Citizen Activation

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Create a Basic InfrastructureOne for All

• Electronic Payment

• Date agreement online

• Upload of Forms

• Status of Request and Access to File

• Citizen Poll Online

• Discussion Forum forum.wien.at

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High Quality Upgrading of e-Government
ServicesQ-e-Gov

• Customer Orientientation Focussed on real
  needs of customers, founding value-adding
  services
• Cost orientationApplications allow considerable
  savings

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Q-E-Gov

• Projects with measurable savings
• Core registers instead of verification by paper
  documents
• Projects from Contract Management
• Based on the existing basic infra structure
• Marketing

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E-Government-CooperationFederationLaenderCities
Townships
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ThemesE-Government Nation-wide Work Group

• Address register
• Citizen Card
• E-Mail
• E-Payment
• Communication Architecture
• Portal Network (chair Vienna)
• Styleguide (chair Vienna)
• Cross Linking of Information on Proceedings
• Directory of Registers

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E-GovernmentComponents
Applications
Interfaces (Network of Portals, e-Mail, XML
Structures, ldap, e-payment, sec-layer, EDIAKT)
Corporate Masterplan
Register for documents
Address RegisterOrg-Register etc.
Citizen Card
Principles (One-Stop, costs, data security,WAI,
neutrality of media...)
Objectives, necessary steps, benefits, project
team, priorities
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Guidelinesfor Designing the E-Government
Applications of the City of Vienna
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High Priority

• Ease for citizens
• Similar Appearance of Departments even in
  sensitive areas
• Increase of Recognition Degree
• Support for Obedience to the Law
• Quality and Security of Applications
• Reinforcement of Trust of Citizens in the New
  Media

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Access

• Multilinguality The Vienna Instance
• German
• English, French, Turkish, Serbo-Bosnic
• Multichannel Approach
• Interactive Services as additional communication
  track beside the traditional ways

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Uniform Web Appearance
www.wien.at
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Uniform Web Appearance StyleGuide
Virtuelles Amt Usability Subject to WAI
Guidelines Option for Contacting Satisfaction
Poll and Evaluation Queries Policy for
External Services
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Styleguide for wien.at

• Corporate Design for the City of Vienna
• Common Navigation
• Usability Standards
• Independence of Access Options and Technical
  Outfit
• To be Applied at all wien.at- und Wien-Intern
  pages
• WAI Guidelines for a barrier-free Web

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Barrier-free Web Design in wien.at

• To allow
• Blind Persons
• Visually Impaired
• Acustically Impaired
• Handicapped Persons
• to Access Internet Pages

http//www.w3.org/WAI/
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Guidelines for Structures Forms I

• ONE appearance also for Transactions
• Appliance of WAI-Richtlinien
• Basis Recommendation of E-Government Austrian
  Work Group Styleguide for E-Forms
• wien.at Enlargement

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Guidelines for Structures Forms II

• Function of Forms
• Usability
• Effect of Recognition
• Framework Conditions for Forms
• Printability, Acknowledgment of Receipt
• Barrier-free - Usability
• Foreign Languages

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Page Amtshelfer
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Form Modules
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Standard Solutions for Feedback
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Policy for External Services
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Public Terminals in Vienna

• 114 Public Terminals at Public and Semi-Public
  Places
• 102 Public Terminals in Public Libraries
• 11 Payphone Terminals

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Vienna Access-Points Become MultimediaStations
300 500 Multimedia Stations Planned for Vienna
Free Access to www.wien.at
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W-LAN HotSpots

• Free Wireless Access to Web Sites with the
  Authority Domain .gv.at
• More Than 350 W-LAN Hotspots by T-Mobile in
  Austria
• More than 135 Access Places in Vienna

http//www.wien.gv.at
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Benefits of wien.at

• Excellent Marks
• second largest Information platform in Austria
• In 2003 a Users Rating of 1,8 on a Scale of 5
  (1Best)
• (quantitative Poll of 5.000 Users)
• High Credibility
• represents the official Platform of the City of
  Vienna
• offers on ca. 20.000 pages Service and
  Information
• Content Most Easy To Find Optimally to be Used
• wien.at services for all users independent of
  their technical equipment

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• Virtuelles Amt Virtual Office
• Synopsis of all Office Helper Pages
• Principle for Each Administrative Request one
  Office Helper Page
• Each Office Helper Page Built Along the Same
  Structure - Requirements - Needed
  Documents - Online-Application or
  Form - Competences - Costs - Deadlines - Remar
  ks

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Law Rules from the E-Commerce Guidelines Austrian
Law on eGovernment Further Liability
Provisions Security Statement Privacy Statement
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ICT Strategyof the City of Vienna
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• ICT Strategy
• defines Nature and Direction of ICT
• has to Produce Correspondence between
• Objectives of the Enterprise City of Vienna
• Organisation of ICT Sector (ICT Controlling and
  ICT Services)
• ICT Infrastructure

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• Consequences for ICT Sphere /1
• Ensure Technical Future-Orientedness of ICT
  Infrastructure
• Ensure Technical Communication Ability between
  All Work Places
• Ensure Different Access Channels to the Services
  offered by the City of Vienna (incl. mobile
  Communication)
• Ensure that all Applications Run in the Network

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• Consequences for ICT Sphere /2
• Internet is THE Communication Platform
• Intranet is THE Technical Basis for Internal
  Knowledge Management
• Technical Guidelines to Ensure Interoperability,
  Ease of Use, No Media and System Ruptures, Stable
  Performance of the Individual Services
• Use of Austrian-Wide Standards (E-GovG
  Identification of Citizen Card, etc.)

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• Consequences for ICT Sphere /3
• Use of (international) Standards for Data Models,
  Interfaces, Security, ...
• Extensive Use of Standard Software
• Use of Open Source Software as Strategic,
  Economic and Technical Alternative to Commercial
  Software
• Produce, Implementation, Use of Applications in
  Cooperation with Federal Govt., Laender, Cities
  and Townships

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3rd Best E-Government Website of Europe
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Other Awards

• European E-City Award02 in Vienna In Category
  Citizen 4th Rank of 130 Portals
• EuroCrest Contest in Czech ReplubicAward as
  Reference Website The best of the web site
  European competition of towns and communities
• Trade-Online Amtsmanager 2002
• Central Citizen Request ManagementGlobal
  Excellence in Workflow Award 2001
  Stockholm.Challenge 2002

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www.wien.gv.at/amtshelfer/
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Thank you for your attention!
Ingrid Götzl ingrid.goetzl_at_mdo.magwien.gv.at