North American Day 2006

1. Aligning IT to Organizational GoalsCreating a Knowledge Based Economy InFairfax County, Virginia USADavid J. Molchany, Deputy County Executive North American Day 2006

2. ALIGNING IT TO ORGANIZATIONAL GOALS CREATING A KNOWLEDGE BASED COMMUNITY • Localization -is necessary to make your government relevant to your customers and your community • Holistic Approach - to determine your overall government strategy plan for service delivery, e-channels and economic development in a knowledge based society • Customers are stockholders in government - who want a return on their investment, i.e. service delivery that makes sense to them and fits their needs, for the tax dollars that they pay us

3. ALIGNING IT TO ORGANIZATIONAL GOALS CREATING A KNOWLEDGE BASED COMMUNITY • Focus on Customers • What does a knowledge based community mean to them? • What do they expect from government? • Customers drive priorities strategy & investment • Focus on Government • What services should it provide or enable based on Customer feedback? • What private/public partners will it need to provide services? • What is the government‘s overall economic development strategy to support the vision of a knowledge based community? • What kind of businesses are you trying to attract?

4. ALIGNING IT TO ORGANIZATIONAL GOALS CREATING A KNOWLEDGE BASED COMMUNITY • Focus on Government Channels • What are the right e-Channels for customers to use/ what do they prefer? • What are the emerging channels that they are utilizing now iPOD, RSS news feeds, wireless, text? • What will be the next channels for the government to consider? • Productize/Market/Brand government services and e-Channels • Focus on the Community • How will government enable an infrastructure that supports a knowledge based commuity • What educational opportunities are needed?

5. ALIGNING IT TO ORGANIZATIONAL GOALS CREATING A KNOWLEDGE BASED COMMUNITY • What Changes are Necessary • Need senior level internal champions/sponsers • Need ownership by customers • Need partners • Need to instill trust in government through excellence in customer service • Need an economic development strategy that enables a knowledge based community • Need an outstanding education system

6. ALIGNING IT TO ORGANIZATIONAL GOALS CREATING A KNOWLEDGE BASED COMMUNITY • Fairfax County • Residents - over 1 million • Size - 400 square miles • Budget – over $5 billion • County & Schools • 33,000 employees • 11,000 County • 22,000 Schools • Board Members - 10 Elected • 1 Elected-At-Large Chairman • 9 Representing Specific Districts

7. ALIGNING IT TO ORGANIZATIONAL GOALS CREATING A KNOWLEDGE BASED COMMUNITY • Business Demographics • Payroll Establishments 29,153 • Number of jobs 543,053 • Civilian Labor Force 586,114 • Technology Jobs 119,000 • Residents working in Fairfax County 54% • Unemployment Rate 1.7% • Business Community • Foreign-owned firms 332 • Technology firms 4,700 • Commercial Real Estate Office Space 102.2 million square feet Vacancy rate 11.6%

8. ALIGNING IT TO ORGANIZATIONAL GOALS CREATING A KNOWLEDGE BASED COMMUNITY • Fairfax County Public Schools • Total Schools (2004) • 235 • Enrollment (2004) • 166,275 • Average cost per pupil (2004) • $10,113

9. ALIGNING IT TO ORGANIZATIONAL GOALS CREATING A KNOWLEDGE BASED COMMUNITY • Higher Education in Fairfax County • Northern Virginia Community College 64,000 students 150 programs of study at six campuses throughout northern Virginia, including a medical education campus in Springfield. • Northern Virginia Center-Falls Church:University of Virginia and Virginia TechGraduate and undergraduate programs for working adults in a variety of fields. • Northern Virginia Center:University of Virginia Darden School of BusinessOffers research and management education programs for area executives. • George Mason University 28,000 students pursue 147 degree programs with an academic emphasis on high technology, public policy, and fine and performing arts. • Old Dominion University - TELETECHNETThe ODU TELETECHNET program enables students to earn bachelor’s and/or Master's degrees via interactive distance learning technology.

10. ALIGNING IT TO ORGANIZATIONAL GOALS CREATING A KNOWLEDGE BASED COMMUNITY • Strategic direction is distilled from several sources • Constituents (Citizens, Businesses, Groups) • Elected Officials • Senior Management Team Strategic direction determines all government investment including IT and e-Government investments

11. ALIGNING IT TO ORGANIZATIONAL GOALS CREATING A KNOWLEDGE BASED COMMUNITY • County Wide Strategy • Employee Vision • Core Purpose • Sustainability Principles • Departmental Strategic Plans • Performance Based Budgeting • County Budget Document ties vision, purpose, principles and strategies to performance measures

12. ALIGNING IT TO ORGANIZATIONAL GOALS CREATING A KNOWLEDGE BASED COMMUNITY • Employee Vision (How do we view ourselves) • We are committed to excellence in our work. We celebrate public service, anticipate changing needs and respect diversity. In partnership with the community, we shape the future. • We inspire integrity, pride, trust and respect within our organization. • We encourage employee involvement and creativity as a source of new ideas to continually improve service. • As stewards of community resources, we embrace the opportunities and challenges of technological advances, evolving demographics, urbanization, revitalization, and the changing role of government.

13. ALIGNING IT TO ORGANIZATIONAL GOALS CREATING A KNOWLEDGE BASED COMMUNITY • Core Purpose (Why does our government exist) • To protect and enrich the quality of life for the people, neighborhoods, and diverse communities of Fairfax County • Sustainability Principles (Investments for the future) • Maintaining Safe and Caring Communities • Practicing Environmental Stewardship • Building Livable Spaces • Maintaining Healthy Economies • Connecting People and Places • Creating a Culture of Engagement

14. ALIGNING IT TO ORGANIZATIONAL GOALS CREATING A KNOWLEDGE BASED COMMUNITY • Top Level Support for Information and Technology County-wide • CIO - one of four Deputy County Executive Level Positions reporting to County Executive • Information Deputy County Executive – enterprise wide responsibility for all strategic communications, information and technology initiatives and investments

15. ALIGNING IT TO ORGANIZATIONAL GOALS CREATING A KNOWLEDGE BASED COMMUNITY • DCE Information Group Includes • Fairfax County Library & Archives • Information Technology • Cable TV, Consumer Protection, Document Services • HIPAA Coordination • Office of Public Affairs • Public Relations • Communication • e-Government Content • Economic Development Authority • US (40 Staff Members in Fairfax) • London, Frankfurt, Tel Aviv, Bangalore, Seoul

16. ALIGNING IT TO ORGANIZATIONAL GOALS CREATING A KNOWLEDGE BASED COMMUNITY • Chief Technology Officer - Director of the Department of Information Technology (DIT) manages DIT and reports to the CIO • DIT has a staff of 309 and there are approximately 150 decentralized IT staff reporting to County departments • Staff Augmentation Contracts/Vendor Partnerships • In FY2005 DIT’s budget is $73 million

17. ALIGNING IT TO ORGANIZATIONAL GOALS CREATING A KNOWLEDGE BASED COMMUNITY • Technology in Fairfax: • Centralized IT Organization • Enterprise IT Governance & Planning • Enterprise IT Standards and Architecture • Multi-Platform Based Technology • Focused on Efficient Use of Modern Technology to make Government more Effective and efficient

18. ALIGNING IT TO ORGANIZATIONAL GOALS CREATING A KNOWLEDGE BASED COMMUNITY • DCE Information Leadership Involvement • Senior IT Steering Committee • Information Technology Policy Advisory Committee (ITPAC) • IT Project Governance • Project Portfolio Manager • Lead the IT planning process each year • Manages the IT Project Managers • Project Manager Certification • Manages the portfolio of IT investments

19. ALIGNING IT TO ORGANIZATIONAL GOALS CREATING A KNOWLEDGE BASED COMMUNITY • SENIOR IT STEERING COMMITTEE • FY2005 Funding Priorities • Mandated Requirements • Leveraging Prior Investments • Enhancing County Security • Improving Service Quality and Efficiency • Ensuring a Current and Supportable Technology Infrastructure

20. ALIGNING IT TO ORGANIZATIONAL GOALS CREATING A KNOWLEDGE BASED COMMUNITY • IT Investments determined by the County’s Strategic Direction include: • Infrastructure • Land Based Systems & GIS • Human Services Systems • Public Safety (Homeland Security) • Tax/Revenue Systems • Administrative Systems • e-Government

21. ALIGNING IT TO ORGANIZATIONAL GOALS CREATING A KNOWLEDGE BASED COMMUNITY • Continual Improvement Process to Determine e-Government Priorities • Citizen focus groups • Libraries • Surveys • Web and kiosk based • Chamber of Commerce • Focus groups with businesses • County Departments • Board of Supervisors

22. ALIGNING IT TO ORGANIZATIONAL GOALS CREATING A KNOWLEDGE BASED COMMUNITY E-Government • E-Gov Accomplishments: • Fairfax County Web Site • Interactive Voice Response (IVR) • Access Services Via Touch-Tone Phone • 29 Multi-Media Kiosks • Libraries, Regional Malls, Gov’t Centers, Transit Center, Health Center, Park Site • Mobile Access • Access Fairfax • Cable TV • Government Access Channel • Emergency Alert Text Messages

23. ALIGNING IT TO ORGANIZATIONAL GOALS CREATING A KNOWLEDGE BASED COMMUNITY Web Site

24. ALIGNING IT TO ORGANIZATIONAL GOALS CREATING A KNOWLEDGE BASED COMMUNITY Web Site • Web Site averages • Over 1.2 million visits per month • 14.4 million visits per year • 7.2 million visitors per year access multiple web pages and/or transactions.

25. ALIGNING IT TO ORGANIZATIONAL GOALS CREATING A KNOWLEDGE BASED COMMUNITY 2005 IVR Stats

26. ALIGNING IT TO ORGANIZATIONAL GOALS CREATING A KNOWLEDGE BASED COMMUNITY 2005 IVR Stats

27. ALIGNING IT TO ORGANIZATIONAL GOALS CREATING A KNOWLEDGE BASED COMMUNITY 2005 IVR Stats Fairfax County Courts collected $2,520,466in fines through citizens using the IVR.

28. ALIGNING IT TO ORGANIZATIONAL GOALS CREATING A KNOWLEDGE BASED COMMUNITY Kiosks The County’s 31 multi-media Kiosks • Over 9,000,000 screen touches since 1996.

29. ALIGNING IT TO ORGANIZATIONAL GOALS CREATING A KNOWLEDGE BASED COMMUNITY Kiosks The Kiosk Project is a Regional effort that involves collaboration from the following entities: • Fairfax County • Fairfax City • Town of Warrenton • Town of Vienna • Town of Herndon • Regional entities like INOVA, VRE, EDA, Transportation, NVRC, DMV, FEMA, and others

30. ALIGNING IT TO ORGANIZATIONAL GOALS CREATING A KNOWLEDGE BASED COMMUNITY Access Fairfax Center created for citizens to utilize technology when doing business with Fairfax County • Staffed Center • Includes Web, IVR, Kiosk technology • Includes special services area and Tele-work center Other Access Points • Public Access PCs • Wireless Hot Spots Strategy

31. ALIGNING IT TO ORGANIZATIONAL GOALS CREATING A KNOWLEDGE BASED COMMUNITY Mobile Access Mobile Access • Access entire Web site from mobile devices • Access County phone directory and email contact links via wireless devices (PDAs or mobile phone) • “Search by Name” or view “Alphabetical” list of all County phone numbers • Allows users to contact agencies via email or phone • Provides users with appropriate formatted information in a timely manner.

32. ALIGNING IT TO ORGANIZATIONAL GOALS CREATING A KNOWLEDGE BASED COMMUNITY Cable TV Government Information TV Channel • Franchised by Local Government • 786 Hours of Original Programming • 694 Hours of Live Government Meetings • 194 Programs Describing County Services • 458 Hours of Captioned Meetings and Information Programs • 2500 Bulletin Board Messages.

33. ALIGNING IT TO ORGANIZATIONAL GOALS CREATING A KNOWLEDGE BASED COMMUNITY Text Messages Emergency Alerts Text Messages • Fairfax County Government • First Responders • County Government Employees • Fairfax County Constituents • System Used Across the National Capital Region (NCR) • Washington Metropolitan Council Of Governments (COG) Regional Information System

34. ALIGNING IT TO ORGANIZATIONAL GOALS CREATING A KNOWLEDGE BASED COMMUNITY CRM Customer Relationship Management - Ensure Consistency of County Message • Track Interaction with Constituents • Address Constituent Issues Completely and Effectively • Provide Efficient Workflow for Staff Handoffs • Reduce response time & improve staff efficiency • Predict Public Needs

35. ALIGNING IT TO ORGANIZATIONAL GOALS CREATING A KNOWLEDGE BASED COMMUNITY Benefits of IT Investment - From 1991 to Present: • Fairfax County’s population increased over 28 percent to over 1 million residents • 170 new County facilities have been added and a large number of businesses have moved into the County • In this same period, the ratio of County positions per 100 citizens has decreased by over 18%. The only program area that has increased its position ratio in this same time frame is public safety

36. ALIGNING IT TO ORGANIZATIONAL GOALS CREATING A KNOWLEDGE BASED COMMUNITY Benefits of IT Investment – Economic Development • To attract new investment into Fairfax County, promote the high tech nature of County government and schools  • Serves as a location factor for some companies when they are comparing Fairfax to competing US jurisdictions

37. ALIGNING IT TO ORGANIZATIONAL GOALS CREATING A KNOWLEDGE BASED COMMUNITY IT Plan published on web site at: www.fairfaxcounty.gov

38. For more information… David Molchany Deputy County Executive Fairfax County Government 703-324-4775 dmolch@fairfaxcounty.gov