Shared Services;Shared Services;Leveraging the Changing IT LandscapeLeveraging the Changing IT Landscape
2011 Northwest Regional Managers ConferenceSkamania, WA
March, 2011
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
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
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
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
The IcebergThe Iceberg
Legislative MandatesCommunity Identity
Administratively adopted policies and procedures
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
Key IngredientsKey IngredientsOrganization
◦Governance◦Budget◦Operating Structure
Shared◦Vision◦Management◦Responsibility◦Risk
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 $$ Included
Overall $$$$$ $$
ChallengesChallenges
Herding CatsNot the technologyOrganizational Culture & NormsInternal IT GovernanceIndividual biasChange management
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
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)
Value AddValue Add
Collaboration
Governance
Funding & Resources
Positive ROI
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)
John BackmanExecutive DirectoreCityGov [email protected] 425.452.7821