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Case Studies (28)

Using Information In Government

Every day people inside government use information to develop policies, make decisions, evaluate programs, and deliver services. These case studies are from CTG's "Using Information in Government Program." They tell the stories of projects in which government agencies are putting information to use in human services, financial management, local government operations, IT investment decisions, and more.

The Central New York Psychiatric Center developed a plan for an intranet application to meet the information management needs of its Operations Department. The agency took advantage of existing technologies and processes to develop a low cost solution to integrate information and coordinate data flow between a central office and 22 remote locations in order to make more informed resource allocation decisions.

The Bureau of Shelter Services of the Office of Temporary and Disability Assistance developed a prototype Homeless Information Management System (HIMS) to gather information to track services for homeless, at-risk adults and families and to determine their effectiveness. This case study shows how a group of state, local, and nonprofit organizations developed an environment of trust.

The New York City Department of Information Technology and Telecommunications created a new knowledge bank to break down stovepipes and help IT professionals with many parts of their jobs including system planning and budgeting, procurement, staffing, and data management.

The NYS Department of Transportation created a standard process for evaluating and approving the agency’s information technology investments. This project is an effort to understand the needs and goals of such a process, as well as evaluate the Department’s efforts to link business, management, budget, and IT investment processes

The NYS Office of the State Comptroller (OSC) redesigned the state’s central accounting system, which is the center of budgetary operations in New York. Along with CTG, OSC worked with representatives from the broad user community to identify what capabilities would be needed in the redesigned central accounting system.

The Council on Children and Families partnered with CTG to develop the Kids Well-being Indicators Clearinghouse (KWIC), a Web-based information resource of childhood statistical indicators. This case study covers how the project team faced the challenges of creating a resource that will be accessible and usable by a wide audience of constituents.

The NYS Office of Real Property Services (ORPS) launched the state’s new annual property tax reassessment program and worked with CTG and representatives of the local assessment community to understand what resources will be needed to successfully implement the program.

OSC’s Division of Municipal Affairs developed a comprehensive and consistent contact management repository to address the complexity of communications with local governments. Their goal was an electronic system to coordinate contact information and alleviate duplication and inconsistency, while developing a policy, management, and technology framework for using its rich, but unstructured, information to support new service goals.

Interorganizational Collaboration

These case studies come primarily from a two-year multinational study "New Models of Collaboration for Delivering Public Services" conducted in a partnership with the Centre Francophone d'Informatisation des Organisations (CEFRIO), in Quebec and the Cellule Interfacultaire de Technology Assessment (CITA) in Belgium. The case studies recount and assess the experiences of developing and implementing a collaborative IT-enabled public service delivery system.

Access Indiana is the official information and transaction portal for the state of Indiana. The state portal is an innovative public-private partnership using a self-funding strategy to deliver government information and services to citizens and businesses.

Ambassadeur is a project involving education and training in the use of information technology to obtain government information. Headed by the Jonquière office of Human Resources Development Canada, the project is being carried out as a partnership mainly with the six CDACs (Community Development Assistance Corporations) in the Saguenay/St-Jean Lake region.

Bremen Online Services is a federally funded project that aims to develop electronic government and to provide online transactions and payments in a secure way. The German project is carried out in an innovative public-private partnership by the Free Hanseatic City of Bremen and regional and national partners from private industry.

The cadastre reengineering project involves developing and installing information and management systems for Quebec’s real property tax program. Overseen by the Ministry of Natural Resources (MNR), the project is being implemented by a private partner, the DMR Consulting Group, which is integrating goods and services, providing the technological infrastructure, and developing geospatial reference information systems. is the federal government’s official Web portal enabling government-to-citizen (G2C), government-to-business (G2B), and government-to-government (G2G) interactions and transactions to occur. The portal provides access to millions of Web pages from federal and state governments, the District of Columbia, and U.S. territories.

Hotjob is a portal for job-seekers and employers implemented by FOREM, a jointly managed public service in Belgium. Hotjob provides job-seekers and employers easy access to over 500 job and training sites that the project staff has checked and indexed.

The electronic filing of income tax returns, or the e-file program, began with a partnership between the IRS and H&R Block in 1985 and has since grown to include a large number of tax preparers and individual and business taxpayers.

The New York State Geographic Information System (GIS) Coordination Program hosts a formal data sharing cooperative and a variety of educational and support services to encourage state and local development and use of spatial data.

OneStop Business Registration (OSBR) is a one-stop project run by the Small Business Development Branch (SBDB) of the British Columbia Ministry of Small Business, Tourism, and Culture (MSBTC). It involves more than ten partners from the public and private sector, as well as non-profit organizations.

Ontario Business Connect (OBC) provides registration services for new businesses at multiple access points. Headed by the Ontario Ministry of Consumer and Business Services, the main partners are the government departments and agencies involved with new businesses at the provincial and federal level, IT firms, the point-of-service partners, and three private service wholesalers.

Partners in Change is a project to reorganize the delivery of income assistance and social services provided by the New Brunswick Department of Human Resources Development (NBHRD) and carried out in partnership with the private firm of Andersen Consulting Canada, now Accenture.

The Service Canada initiative is an experimental project designed to improve the accessibility and quality of government services for citizens. Sponsored by the Treasury Board of Canada Secretariat, its implementation takes the form of partnerships with various federal departments (primarily Public Works and Human Resources Development Canada), a few provincial governments (Manitoba, New Brunswick) and intermediary groups.

Despite a long history of IT applications in individual agencies that support government programs, New York is a latecomer to statewide IT policy and management, including statewide e-government. This case describes New York State’s distributed approach to Web site development as well as the strategies, benefits, weaknesses, and continuing challenges of a distributed Web management structure.

Public Value

Assessing public return on investment (ROI) is a core problem in government information technology (IT) planning and decision making, resulting from shortcomings in currently available assessment methods and models. The following case studies were conducted as part of "Public ROI – Advancing Return on Investment Analysis for Government IT." They examined how a significant government IT investment was conceived and developed, with particular attention to the role of public value in the process.

The goal of the Austrian Federal Budgeting and Bookkeeping System project was to redesign and integrate the electronic workflow of the federal government’s budget and bookkeeping processes. The strategy they chose was to implement a single Enterprise Resource Planning (ERP) software standard throughout the federal government, along with the adoption of necessary legal authority.

The Merkava Project is an effort to restructure the financial, logistics, and human resource components of governmentwide administration into an integrated Enterprise Resource Planning (ERP) system. It is also part of a comprehensive eGovernment initiative that includes five layers of new technologies and operational systems for enhanced internal operations and improved benefits and services to citizens.

Service New Brunswick was launched in a time of high pressure from citizens in New Brunswick, Canada for improved service delivery. Today it serves the province through its award winning service delivery model, and also and maybe more importantly in the long run, through its innovations in economic development.

The Washington State Digital Archives is the first state archives dedicated specifically to the preservation of electronic records from both state and local agencies that have permanent legal, fiscal, or historical value. The goal of the program was to make the historical electronic records easily accessible to the public, from anywhere, at anytime.

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