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Streamlining State Operations

Overview

Implementing Enterprise Strategy

Driving State Operational Excellence

Making and Measuring the Investment

Improving Customer Service

Overview

Facilitating Economic Development

Building Public Confidence

Responding to Customer Needs

Managing the Customer Relationship

Corporate Fellows Participants

· Accenture · Agilent Technologies · American Management Systems, Inc. · Bull Information Systems · ESRI · Fannie Mae · Hewlett-Packard Company · SAP America Public Sector

Leadership for eGovernment

Why Build Better eGovernment?
States have spent millions of dollars automating systems and putting government online. Every state has a website and most are conducting at least some transactions online with citizens and business partners. However, there are important reasons for Governors to lead the transformation to a state government that is organized and managed to maximize the benefits that technology brings including:

• Meeting Customer Expectations. State agencies will continually be challenged to adapt to constituents' (customers, business partners, and employees) demands for anytime access to information and services they desire. In the new consumer society everything is becoming a service, and service value is dependent on information quality. Customers are determining business hours and increasingly seeking customized products and services. State governments will be expected to be flexible and responsive as a service business that has increased value.
• Enhancing Economic Competitiveness. In the environment of a changed economy information is power. Organizations are challenged to provide it not only quickly and accurately, but in ways that are useful to the end user be it citizens or private sector entities seeking to transact business in a friction-free environment.
• Improving Public Services. Timely information shared through integrated technology systems in criminal justice, environmental monitoring, emergency response, and transportation systems can substantially improve the health, well-being, and safety of citizens.

To help Governors build better eGovernment, the NGA Center for Best Practices has designed a toolkit that is organized into two major categories: Streamlining State Operations and Improving Customer Service. These categories provide concrete implementation strategies, examples of successful programs, and additional publications and resources. Taken together these tools will assist Governors in building state eGovernment for the future.