ICT Strategy in the City of Vienna

ICT Strategy in the City of Vienna Ingrid Götzl City of ViennaExecutive Group for OrganisationInformation and Communication Technology ISSS 2005April 2005

Vienna - Facts & Figures • 1.7 Mill. Inhabitants • 70 000 staff • 9.5 Bill. EUR budget • 100+ municipal departments • 250 000 city-owned flats • 400+ schools • 50+ swimming/indoor pools • 50+ public libraries without public traffic and energy supplier, but ...

Vienna - Facts & Figures ...including public health: • 26 hospitals & homes for the elderly • 15.000 hospital beds • 28.000 staff • 2,2 bill. EUR budget

Citizen Satisfaction Business Location Promotion Economic Efficiency Strategic Objectives of the City of Vienna

IT Strategy – Political Frame Vienna: Making Data move – Making Time for People! Dr. Michael Häupl, Mayor and Governor of Vienna

ICT Strategy • Defines development and direction of ICT • in order to • produce correspondence between ICT and the objectives of the „Enterprise“ City of Vienna • organise ICT sector (ICT Controlling and ICT Services) • coordinate ICT infrastructure

Consequences for ICT - 1 • Ensure technical future-orientation of ICT infrastructure • Ensure „communicability“ between all work places • Ensure different access channels to the services offered by the City of Vienna (incl. mobile communication) • Ensure „networkability“ of all applications

Consequences for ICT - 2 • Internet is THE communication platform • Intranet is THE technical basis for internal knowledge management • Technical guidelines to ensure interoperability, ease of use, prevention of media or system ruptures, stable performance of individual services • Use of Austrian-wide standards (E-GovG, Identification by Citizen Card, etc.)

Consequences for ICT - 3 • Use of (international) standards for data models, interfaces, security, ... • Extensive use of standard software • Use of Open Source Software as an alternative to Commercial Software in terms of strategy, economics and technology • Implementation, use of applications in cooperation with federal govt., regions, cities and townships

Consequences for ICT - 4 E-Government-CooperationFederal RegionalLocal

Distribution of Tasks/1 Municipal Department • „Role of Principal/Buyer/Client“ compliant to strategic guidelines • Definition of department´s requests • Calculation of profits for new ICT projects • Budgeting for ongoing ICT projects/services • Commissioning of new ICT projects/services • Cooperation in providing ICT projects/services • Acceptance test • In-time planning for ICT requests and required budget • In-time provision of sufficient departmental know-how

Distribution of Tasks /2 ICT Department • Operational ICT services (infrastructure, applications) in service level agreed quality • incl. procurement of ICT ressources • customer support in definition of request • outcome responsibility for ICT projects by order of departments and compliant to strategic guidelines • request-oriented building up of required ressources and know-how • support for CIO in creating and maintaining of ICT strategy

Distribution of Tasks /3 CIO • Creation and Maintenance of enterprise-wide ICT strategy to ensure uniformity of ICT applications, infrastructure and data compatibility • Definition of set of guidelines for ICT with enterprise-wide mandatory validity • Supervision and controlling of compliance with ICT strategy and eskalation forum • Inititiation of strategic ICT projects and masterplans • Coordination, and decision on priorisation, of ICT projects • Coordination of relations between City of Vienna and other public authorities in the field of ICT

e-Government does not mean... • ... to equal digitalisation with modernisation • ... to replace analogous bureaucracyby digital bureaucracy. Stephan Jansen, Universität Witten

E-Government Mantra • Successful E-Government is not an ICT project. • Successful E-Government is a Change Project. • Successful E-Government is promoted by the top management and put in charge of the relevant department.

E-Government Principles 1) E-Government is more than E-Services. Citizens are more than „Customers“. 2) E-Government is of use for all – even for those who don´t use the Internet. Catchword „Multichannel“. 3) E-Government = customer orientation = horizontal integration. Data should be on the move, not the citizens. 4) E-Government = vertical integration = speed and cost reduction. Media rupture hurts! 5) E-Government means benefit by BPR. Revolution instead of Evolution.

E-Government Principles 6) E-Government is not for free. Those who want to reap must sow. 7) E-Government must bring profit. Otherwise, we tell beforehand. 8) E-Government is about use and usefulness. Only the useful is used. 9) E-Government is Usability – for the sake of the user. No riddles, please. 10) E-Government needs PR. New products need advertising.

What Did We Achieve ? • 100+ eGov Applications • ca 27% Use • 1.9 Customer Satisfaction (Poll 6/2003) of a range 1-5

What´s the Use for the Citizen? • We offer quick and competent services to Citizens with easy andsimple Access. • We aim to make Citizens feel not only very well administrated but also wellinformed andinvolved, • in order to make Public Administrationand Politics more transparentand accessible

...What´s the Use For the Businesses? • For Vienna to present itself as a professional partner to the Businesses • to perform required processes promptly and with a minimum of resources • „This City is in itself a Business Advantage!“ Ca. 8.000 ICT enterprises in Vienna – 3rd in Europe after London and Munich!

...And What does Administration Get Out of IT/it? • Better „ROI“ through better services • Supervision for free – through more transparency • More satisfaction and identification of citizens with „their“ administration • Cost savings allow successful service delivery in the future

Thank you for your attention! Ingrid Götzl ingrid.goetzl@mdo.magwien.gv.at

ICT Strategy in the City of Vienna