The internet is the way most people contact government according to the foreword of this Australian Bureau of Statistics report.
How well does this reflect the views within government about electronic service delivery? I suspect folk inside Council still see face to face interactions and the phone as their primary service delivery channels with the web site still considered by many as a fringe alternative.
The other thing that popped out for me when reading this was how quickly the age divide in the use of e-government is receding. Sure, there is still a significant difference between the high 90% rates in the under 45 crowd compared to just nudging 50 in the 65+ group. But while the under 45’ers adoption of e-government has largely topped out, the use of e-government by the over 65’s has doubled in the last 5 years.
I get a strong sense that the community is moving faster than government here.
The core of any implementation of a document and records system, ECM, call if what you will, is end user take up.
I was fortunate to be part of a meeting of our community of local government Objective users this week. Hobsons Bay City Council gave a brief but punchy presentation of the way they had gone about their implementation. Lots of ticks in all the right boxes. Good process, paid attention to the cultural change, ongoing support of people as they got used to the new system and committing to monitoring success.
The end result speaks for itself. The old network shared drives have been ‘read only’ since shortly after go live and will soon be shut down entirely. This puts them in an elite position in local government. They would be the only Council, or one of very few, in Australia or New Zealand to have achieved this.
I’ve seen too many implementations of ECM technology that aren’t taken up across the organisation. So the powerful search, retrieval, access management, workflow and many other capabilities that Council has purchased are brought to bear on only a fraction of the information in the organisation.
Hobsons Bay. Getting real value from the investment they’ve made!
My colleague, David Eade, very eloquently articulating the key differences. Presentation recorded at recent IIM event.
The key message is that government cannot anticipate all the needs that its information can serve. Presenting information as an application will only address some of these needs. Presenting the data in a consumable form means that the community, market and academia can build the applications it needs.
Link to CIO interview with John Holley, Auckland Regional Council
Couple of key quotes if you’re too lazy to click… ;-)
“For me part of its was leading the organisation to change. It’s about process improvement and the government 2.0 stuff,” he says. “How do we more efficiently engage with the public? And how do I get the Gen Y people to engage with issues like transport?”
"For ARC the software was always about managing the citizen consulting process, but Holley says it is a powerful collaborative document management process that can also be used for technical publications."