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http://ux.brookdalecc.edu/governance/Governance%20Gazett e%20Page_files/2005-2006/ColLifeSurv.pdf [11] Joint Information Systems Committee, http://www.jisc.ac.uk/whatwedo/themes/eadministration.aspx [12] Ministry of Transport, Information Technology and Communications Bulgaria, Available from: http://www.mtitc.government.bg/page.php?category=454 [13] Miron, L., D.Ţicu, The Communication in Public Administration in Urban Areas, European Integration - Realities and Perspectives, 2012, http://www.<strong>proceedings</strong>.univdanubius.ro/index.php/eirp/article/view/1275/1250 [14] Misuraca, G., A. Reid & M. Deakin, Exploring emerging ICT-enabled governance models in European cities, Analysis of the Mapping Survey to identify the key city governance policy areas most impacted by ICTs, EU European Commission Joint Research Centre Institute for Prospective Technological Studies, 2011 [15] Musaraj, A., Communication processes, public administration and performance evaluation, University Pavaresia, Albania, Academicus International Scientific Journal, http://www.academicus.edu.al/nr3/Academicus- MMXI-3-028-037.pdf [16] NETCOACH, http://www.netcoach.eu.com/index.php?id=233 [17] O*NET OnLine, http://www.onetonline.org/find/career?c=4&g=Go [18] Occupational Information Network, https://onetmxdev.rti.org/about.cfm [19] Osimo, D, Web 2.0 in Government: Why and How?, European Commission Joint Research Centre Institute for 309 Prospective Technological Studies, © European Communities, 2008, http://ftp.jrc.es/EURdoc/JRC45269.pdf [20] Petru, F., The role of communication for the managerial process effectiveness of public administration, 2007, http://steconomice.uoradea.ro/anale/volume/2007/v1economics-and-business-administration/64.pdf [21] Ruskov, P., Groupware, Edited by “UNWE” Sofia, Bulgaria, ISBN 954-494-324-2, p.16-17, 1998 (in Bulgarian) [22] Shoikova, E., M.Krumova, O*NET and Competency Based Education, Annual journal of electronics, ISSN 1313-1842, p.145-151, 2010 [23] Shoikova, E., M.Krumova, Overview of the Occupational Information Network, Annual journal of electronics, ISSN 1313-1842, p.152-156, 2010 [24] Sofia Municipality, http://www.sofia.bg/en/index_en.as [25] Špaèek, D., J. Špalek, Communication and Electronic Public Administration: Some Issues in the Context of the Czech System of Public Administration, http://unpan1.un.org/intradoc/groups/public/documents/nispa cee/unpan027501.pdf [26] United Nations E-Government Survey 2012 E-Government for the People, United Nations, 2012, p.3, p.29, Available from: http://unpan1.un.org/intradoc/groups/public/documents/un/un pan048065.pdf, p.7-8 [27] World Bank, http://web.worldbank.org/WBSITE/EXTERNAL/TOPICS/E XTINFORMATIONANDCOMMUNICATIONANDTECH NOLOGIES/EXTEGOVERNMENT/0,,contentMDK:205071 53~menuPK:702592~pagePK:148956~piPK:216618~theSite PK:702586,00.html
Transforming City Government: A Case Study of Philly311 Taewoo Nam Center for Technology in Government University at Albany, SUNY 187 Wolf Road, Suite 301 Albany, NY12205, United States +1-518-442-3892 tnam@ctg.albany.edu ABSTRACT This paper describes the transformation of a city government led by a 311 program, which provides a consolidated channel for nonemergency services and information. The paper first discusses the concept of “smart city” as a foundation for the examination of the 311 program as a practice of government innovation. The paper then presents the details of the 311 program as instantiated in the City of Philadelphia. In-depth interviews with Philadelphia City government officials and managers responsible for creating and operating the City’s 311 system (Philly311) offer insights into the contributions the system is making to a more efficient, effective, transparent, accountable, and collaborative city government. Performance data provided by Philly311 enables more efficient resource allocation and informed decision making. Philly311 is credited with making the process of service delivery more transparent to the public, and providing traceability of requested services which imbues service departments with a sense of accountability. Service level agreements are providing measurable standards of municipal services and are used to support accountability in terms of service status. Regular reviews of service level agreements and content of the system are also recognized as promoting interdepartmental collaboration. 311 systems are broadly recognized as powerful tools to engage residents in improving their neighborhoods. Institutionalizing interdepartmental collaborations emerged from the interviews as a critical capability in advancing from the initiation stage of Philly311-like systems to operations and refinement. Categories and Subject Descriptors H.4.2 [Information Systems Applications]: Type of systems — e-government applications. General Terms Management, Performance, Human Factors, Theory. Permission to make digital or hard copies of part or all of this work for personal or classroom use is granted without fee provided that copies are not made or distributed for profit or commercial advantage and that copies bear this notice and the full citation on the first page. Copyrights for components of this work owned by others than ACM must be honored. Abstracting with credit is permitted. To copy otherwise, to republish, to post on servers or to redistribute to lists, requires prior specific permission and/or a fee. ICEGOV '12, October 22 - 25 2012, Albany, NY, USA Copyright 2012 ACM 978-1-4503-1200-4/12/10...$15.00 310 Theresa A. Pardo Center for Technology in Government University at Albany, SUNY 187 Wolf Road, Suite 301 Albany, NY12205, United States +1-518-442-3892 tpardo@ctg.albany.edu Keywords 311, Non-emergency service, Contact center, Customer service, Smart city, Service level agreement, E-government, City government. 1. INTRODUCTION The phrase “smart city” is used more and more regularly by elected officials, civil society, the private sector, and academia. Regardless of this emerging trend, there is no agreed-upon description of what “smart” implies in the context of a single city. Some recent conceptual studies have discussed a city’s smartness [1,4,6,17,20,21]. In these studies, a smart city is broadly understood as improvements in city infrastructure including information and communication infrastructures, and physical infrastructures such as roads, bridges, and buildings, services such as utilities, social services, and transportation, and a variety of resources such as natural resources, financial resources, cultural resources, and human capital. However, the concept of a smart city is still abstract and even ambiguous. There is another reason for the lack of agreement around the “smart city” concept. A smart city often comes across as a normative claim. People want the cities they are living in to be smarter; they want to close the gap between their current status and their expectations. Smart city strategies—e.g., integrating critical infrastructures and services, consolidating systems, and interconnecting networks—are emerging as responses to a variety of complex problems such as crime, health concerns, pollution, aging populations, deteriorating infrastructure, and traffic congestion, that cities are currently facing due to dense congregations of people in spatially limited areas [24]. The desirable status of being “smart” is an outcome sought by the public and city officials alike. In this sense, increasing attention is being paid to those city governments who are successful in transforming their cities through “smart city” initiatives. Discussions of and certainly research about smart cities must pay attention to the characteristics of the city governments that make their city smarter. Previous studies of smart cities emphasize smartness of government, administration, and public management as core factors in the creation of a smart city [6,20,21]. Adopting the view of a smart city as one that has more innovative, more efficient, and more effective government, this paper employs a case study of Philly311, the City of Philadelphia’s 311 non-emergency contact program, among a variety of current and best practice examples of government efforts to make cities smarter. The concept of “smart city” is used as a foundation for
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2012 ALBANY, NEW YORK UNITED STATES
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Foreword The 6 th International Con
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Table of Contents Forward .........
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Session 10: ICTs & Governance Trans
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o Revival of Farming Community with
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International Steering Committee Jo
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Jim DAVIES, Computing Laboratory, U
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Session 1 Open Government Data
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the combination of their moral sent
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involve the creation of a Network o
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approach [28] to expose indicators
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4. IMPLENTING PAR In order to come
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conclusions that might arise rom th
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6.3 Large Scale Implementation In r
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Implementation Framework for Open D
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2) Usage: Assessed by quantifying t
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Increasing Kenyan Open Data Consump
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insight into available data resourc
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New Perspectives for Electronic Gov
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Not without reason therefore that t
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Another principle adopted by this s
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access to public information, chang
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Open Government 2.0: Citizen Empowe
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As a third finding, we also found a
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Session 2 E-democracy & Participati
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two polarized (optimistic or utopia
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through aggregating, shaping, and c
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in-depth expert interviews, and wer
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government made of citizens’ cont
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[8] Putman, R.D. 1994. Making Democ
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The third stream of studies reviewe
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interests, gaining access to inform
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2. THEORETICAL FOUNDATION 2.1 The P
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epresentatives from the three main
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While letters to the editor could b
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person. Table 5: Public sphere char
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[32] Yang, S., H. Lee, and S. Kurni
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In March 2000, just a couple of mon
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society the gap will close [2]. The
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A New Roadmap for Next-Generation P
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needs and the activities of policy-
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[18] Moss, S., (2010). Policy Model
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2.1. National digital inclusion exp
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advanced initiatives specifically d
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involved later [22]. Several instit
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among lecturers and students parall
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2. COMPARATIVE E-GOVERNMENT IN LATI
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governments can innovate or be disc
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2. E-GOVERNMENT AS IS 2.1. E-Govern
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ankings on the formation of nationa
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Framework for Useful Transparency W
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are doing a good job overall in reg
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The Circular Continuum of Agencies,
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continue to rely on dial-up Interne
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this time the authors continue to w
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government agencies should consider
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The critical success factors for we
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include customers and competitors,
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Websites or columns for MFWs In thi
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According to our investigation, the
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Construction of Inter-regional Publ
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The Development of Public Smart Pho
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Stage Description 1 st stage (Simpl
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Understanding Citizens’ Perceptio
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performance compared to those provi
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Session 5 Information Sharing, Mode
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arising as a result of these two bi
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forms for the system. At the same t
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further investigation of the relati
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5.3.10 Commitment Both personal and
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law. Virginia Journal of Internatio
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available to others” [5]. Informa
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conflict around information sharing
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for understanding information polic
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primarily on the information flows
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On Public Service Provision Informa
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employs workflow management technol
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o Information. Represents any infor
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common documents repository at the
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Figure 15. Full model of Passport I
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142
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policies to prevent government agen
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ecause the majority of the shared i
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A Patent System Ontology for Facili
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uilt on top of the semantics of RDF
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dynamically derive relevancy based
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Figure 6. Cross-‐Reference betw
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Category II: After identifying some
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[8] De Nicola, A., Missikoff, M. an
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oral option, it also allows for a m
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mapping of citizens would ensure un
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Here the authors wish to extend the
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http://www.ecp.gov.pk/Reports/SPStr
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will enable to assess and confront
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The underlying DeLP process is as f
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Preparing for Digital Curation Gove
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semester hours. Nine of the forty-f
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REGNET: Regulatory Information Mana
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Search Terms/ Concepts References D
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4. COMPARATIVE STUDIES OF REGULATOR
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1105.4 [6] Content of Section 1105.
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Pollution Prevention Guide for Vehi
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From Information-Poor to Informatio
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To address the divide, specific gov
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ICT for Development and the MuNet P
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competencies and skills, contributi
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ICT Policy in Africa - A Comparativ
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essential and necessary to guide th
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Kenya it is the minister for Inform
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of existing Public Internet Access
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the policy process e.g. formulation
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Laggards or Victims of Socioeconomi
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Figure 3. Facilities & Services Enj
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Promoting user uptake of e-governme
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It was also decided that it was nec
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Session 8 Measurement 1
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technology (IT) projects by governm
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Gap = 5; The weak and unreliable In
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6. ACKNOWLEDGEMENT We are grateful
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aspects are hardly discussed as the
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service level agreements. The inter
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concensus of all participants, the
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Furthermore, it is understood from
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Mobile Technologies on the Internet
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of mothers. Based on this reason, w
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5.1.4 Precedence Plots Based on com
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3 indicators are similar but not th
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Latitude 10°�S 9°�S 8°�S 7
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7. CONCLUSION According to ORDIT an
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include but not limited to: payment
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Categories Only XSS (%) Table 2: Di
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From table 3, it can be deduced tha
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Session 9 Social Media in Governmen
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1. What kind of social media servic
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4.2.1 Facebook Usage Figure 3. Perc
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Government Crisis Communication on
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estoration theory. He termed it as
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Table 3. Strategies for Pre-crisis
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accounts, among which seven message
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information in the crisis event sta
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Government Official Microblogs: An
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many of the MDGs. The direct impact
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strongly believed that local govern
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Goal Variables Measurements 2 3 Com
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Hypothesis Variables Endogenous Exo
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[16] Joreskog, K.G., and Sorbom, D.
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GoN has addressed the challenge to
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Figures 6 and 7. Computer classes a
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ICT-enabled Delivery of Maternal He
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3. E-HEALTH 3.1 ICTs and Health Com
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Chart 1 [40] GHANA - Total Telephon
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change their behaviour, improve the
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activities such as the MoTeCH partn
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If We Build it Will They Come? A Mi
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The methodology contains inherent l
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information about their broadband s
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Session 13 E-democracy & Participat
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attempt to influence future behavio
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Evidence shows that cognitive facto
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success factors for eParticipation[
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structure of the forum as well as t
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government as well as augmenting di
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Figure 1: Message content 4.3 Messa
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Figure 6: Associated levels 4.10 At
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improve the government management e
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Session 14 Information Structure
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2. HEALTHCARE IN RURAL INDIA Health
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Cloud Data Center Internet Service
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Reliability of data: data collected
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Information System (NHIS). A Nation
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charge are either not aware of the
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from this medium. Additional securi
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attacks require the adversary to ma
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actions with yet unknown recipients
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Session 15 Measurement 2
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2. LITERATURE REVIEW 2.1 Electronic
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Among the main limitations and chal
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Furthermore, our study demonstrates
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E-Government Portals in Central Ame
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13 Guadaloupe 31.74 14.19 14 Aruba
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Evolving e-Government Benchmarking
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judgments are made about the qualit
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percentage of online availability o
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methodology, and few national gover
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integrating them worth it? Because
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Impacts of the Public Procurement R
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Not all the municipalities have the
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3. HYPHOTESIS AND RELEVANT QUESTION
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58% of the buyers believe that the
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A strategy of evolution of the mark
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Posters
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Russian Federation legislative prop
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Figure 1. Document Flow and E-DRM P
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We further assume that each key tar
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egion that is more representative o
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2.2 C-DAC C-DAC’s PARAM series of
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The Metropolitan Area Planning Coun
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expanded functionality in three are
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For each case, semi-structured inte
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Figure 1. Comparative analysis on t
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projects and their on-site images.
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key challenges of Enterprise System
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5. PART THREE: E GOVERNMENT APPLICA
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Following the research objectives,
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From Inter-Agency Information Shari
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479
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more and more valuable with the gro
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Implementation of Integrated Tax Sy
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Information Sharing in Inter-depart
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Interagency Collaboration in Provid
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489
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noted. The list of basic e-services
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the description of procedure for mo
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Opportunities for Improving eGovern
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Prioritization and Geo-Spatiotempor
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[4] R.Bruggemann and Ganapati P. Pa
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equirements. A direct communication
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Stage - 2: Here the actual software
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membership associations, recreation
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Fig 1 : Agriculture Revolution 3. P
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sector, private sector, and civil s
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System For Measuring e-Gov: A Multi
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The Digital Divide’s Devaluing of
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[3] Coursey, D., & Norris, D.F. (20
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In Brazil, electronic accessibility
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2) The areas to which mobile and wi
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2. OVERVIEW OF DISTRICT MAPPING The
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3.4 Driving License Driving License
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and socio-economic backgrounds. The
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Figure - 2: eGovernment Implementat
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Tutorial: Digital Curation for Publ
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ut also provide sufficient detail o
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ABM is known as a bottom-up simulat
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5.2 Relation to Empirics “Where d
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Larson, Elizabeth .................
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