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 Alliancejbackman@eCityGov.net 425.452.7821