Upload
nick-troiano
View
220
Download
0
Embed Size (px)
Citation preview
8/9/2019 Pike County E-gov Memo
1/10
MEMO
To: Gary Orben, Chief Clerk of Pike CountyCC: Pike County CommissionersFrom: Nick Troiano, Georgetown UniversityRE: e-government 2.0
Governments at every level are increasingly using new technology and the
Internet to enhance the way they serve the public and create avenues for citizen
participation. This kind of electronic government, known as e-government and more
recently as e-government 2.0 to include the social Web, has enormous potential to meet
and exceed the level of responsiveness and accountability that the public has come to
expect from public institutions and elected officials. Investment in e-government
infrastructure not only pays off in cost-saving efficiencies, but also in greater amounts of
public trust and confidence. I offer an assessment of Pike Countys current e-government
usage and recommendations for improvements focusing on three specific areas:
1. Communication (revamping the County Web site and facilitating dialogue)
2. Transparency (increasing access to public meetings and information)
3. Online Service Delivery (enabling more online transactions)
Other counties referenced in this memo are those that were part of a comparative analysis
that included eleven similar Pennsylvania counties based on population size (Figure 1).
Communication
The exchange of information between government and citizens is the most
fundamental use of e-government technology. There is a large amount of information that
government has to communicate to citizens, and likewise, a large amoung of questions of
feedback citizens would like to communicate to government. Web sites are the most basic
8/9/2019 Pike County E-gov Memo
2/10
mechanism to facilitate this kind of interaction. Pike Countys Web site, PikePA.org, is
what e-government practitioners would classify as brochureware. This is regarded as
the first in a four-stage process of online development, which goes on to evolve into
partial service delivery, portals and interactive democracy. Brochureware consists of
static displays of information, much like a physical brochure offers. While it is certainly
better than no Web site at all, it offers little or no opportunity visitors to search, interact
or communicate and should be improved upon.
Recommendation 1.1: Allow citizens to electronically contact their government.
For half of the countys 30 departments and offices listed on PikePA.org, citizens are
limited to a list of telephone numbers and physical addresses; no email address or
electronic contact forms are available, including the Pike County Commissioners. Eight
out of ten comparable counties offer an email address for citizens to directly contact their
elected Commissioners or administrative aids. To strike a balance between having no
means for electronic communication and concerns of officials being harassed via
personal email, Armstrong County has devised a recommended solution by embedding a
contact form into the Web pages for each department or elected official.i
Recommendation 1.2: Reorganize and upgrade the Web site. PikePA.org
organizes its information through separate pages for each county office and department.
This might sense for those in government who understand which services fall under each
department, but the county Web site should be reorganized with a citizen-centric
approach. For example, it may not be intuitive that a dogs license would fall under the
Pike County Treasurers page. One recommended solution is to mirror Venango County,
which offers an FAQ page for visitors featuring questions like where can I get a copy of
a deed? and how do I pay delinquent taxes with links to the appropriate site pages.ii
8/9/2019 Pike County E-gov Memo
3/10
Bradford County employs the same idea on its How Do I? page.iii In addition,
PikePA.org should transition to a content management system whereby each page can be
updated by various site administrators and thus be kept more up to date. The County
Commissioners Association of Pennsylvania has a program to help counties adopt
Microsoft SharePoint, which combines intranet and Web hosting solutions.iv Huntingdon
County is one of many using this system, which provides the infrastructure necessary to
make further upgrades that are more focused on interaction and service delivery.v Site
design and aesthetics can be revisited at a later point, but functionality and usability
should be immediate concerns.
Recommendation 1.3: Create a two-way conversation where citizens already are.
Communication has evolved from a system where information seekers visit specific Web
pages to retrieve information to a system where the information goes to them. The most
rudimentary form of this new means of communication is an email newsletter, such as
those offered by Wayne and Bradford counties. Even without a newsletter, a recent
news section of the Web site with a RSS feed would also serve this purpose for citizens
who use services like Google Reader. In addition, social media is an increasingly richer
and more ubiquitous method of communication. The County should create and maintain a
Facebook fan page and Twitter account. Bradford Country, for example, uses Twitter to
update followers about meeting dates, office closures, election information and more.vi It
is vital that communication not be unidirectional. Citizens should be able to post
questions and receive feedback. While Somerset County does not use social media, it
utilizes its own Web site to engage citizens through a discussion board.vii One citizen, for
example, posted to ask, I need a copy of my marriage certificate. We were married in
Windber in 1975 and I'm not sure who to contact. A staff member promptly replied,
8/9/2019 Pike County E-gov Memo
4/10
Anna, Please contact the Register of Wills at (814) 445-1548. This is the type of two-
way communication citizens expect from government.
Transparency
Recommendation 2.1: Post more information online. Increasing communication
with citizens and improving the county Web site are useful ways to increase transparency
in government ifthe public has easy access to the information it is looking for. A
majority of comparable counties have the their budgets online, including historical
information. Most also have a calendar of meeting times, agendas and minutes. As early
as 2002, PikePA.org offered this information but does not any longer.viii Pike County
does should again adopt these practices. The County can go one step further by
maximizing the usability of the information. For example, PikePA.org could offer a
calendar that citizens can subscribe to and set automatic reminder emails.
In addition, Pike County should increase the accessibility of public information
through the Right to Know Law by accepting and processing requests online. Perry
County is currently experimenting with such a system, which significantly reduces the
amount of time and effort citizens need in order to obtain public information.ix It is
important to note that these requests would be less frequent (and thus take less staff time
to fulfill) if the country were proactive in posting more information online, such as when
it began posting sample candidate ballots on its elections Web page. There is much more
information that can be posted online. For example, Allegheny County also posts
candidate campaign finance reports.x PikePA.org should enable visitors to locate
information through a search feature to facilitate this process.
8/9/2019 Pike County E-gov Memo
5/10
Recommendation 2.2: Live stream and archive public meetings. The notion that
one has to be in a certain physical place at a certain time in order to interact with and
impact their government is becoming outdated. This is especially the case in a rural
county where many people must commute to work and are not able to attend public
meetings. The weekly Commissioners meetings should be live-streamed online and
archived. Venango County uses a service called American Webcasting to accomplish this
task.xi A free solution can be used through the online service Ustream.tv. This platform
also allows citizens to engage in a live chat during the meeting, post comments and tag
certain sections of the video that would be of interest to others. Clips can be cut and
posted on other Web sites, such as local news sites to allow for better reporting and a
more informed public. At the very least, audio recordings could be made available after
meetings through an .mp3 file on PikePA.org.
Online Service Delivery
One of the most promising aspects of e-government is its ability to move
government services online, making them more accessible and easier to use for citizens,
and increasing efficiency and reducing costs for government. This is the difference
between being able to download a PDF of a form online and having to mail it in, and
being able to complete a certain task without having to leave a computer. Currently, Pike
County offers citizens the ability to submit an application for a dog license online.xii It
also offers an online GIS (geographic information access) system.xiii
Recommendation 3.1: Allow other applications to be submitted online. In
addition to dog licenses, PikePA.org should offer an automated way for citizens to
8/9/2019 Pike County E-gov Memo
6/10
complete applications for the small games of chance licenses, bingo licenses and
sportsmans permits. The same online infrastructure can be duplicated for these services.
Recommendation 3.2: Allow citizens to pay taxes online. While no counties the
size of Pike County in Pennsylvania currently offer online tax payment, Columbia
County offers citizens an online solution to paying delinquent real estate taxes.xiv Many
larger counties throughout the country, including Allegheny County, have contracted
with 3rd party services like the Official Payments Corporation, to allow all tax payments
online.xv The County should explore similar methods.
Recommendation 3.3: Create an online procurement center. Perhaps the best
opportunity to use e-government for cost savings will come through a system of online
procurement. Chester County, although larger than Pike, offers a model for such a
system.xvi Requests for quotes and proposals, along with other bid information and a
public surplus auction, are available online through this Web page. It is a reasonable
assumption that by placing this information on the Internet, more companies would bid
on needed goods and services therefore increasing competition and decreasing the costs
to government.
Implementation
Before any resources are dedicated to reevaluating and implementing e-
government upgrades in Pike County, even recommendations contained in this memo,
there needs to be buy-in from County leaders and the public more generally. An
employee familiar with IT decisions in Bradford County credited much of the countys
advancement to a single Commissioner who recognized the potential for improvement. xvii
Leadership on this issue is essential and can help create a culture that supports the
8/9/2019 Pike County E-gov Memo
7/10
adoption of new technology in helping government do its job more efficiently and
effectively. In addition, a conversation should be initiated with a diverse group citizens,
perhaps through an online survey or using Google Moderator, to set e-government
priorities for the county and determine what citizens most use and most need from the
Countys Web site. In implementing social media technology, the County should also
consider setting guidelines for its departments and employees. Sample policies are
offered online by organizations that seek to help local governments in this endeavor.xviii
Feasibility
In conversations with information technology officers of various counties, two
primary obstacles to advancing e-government adoption are apparent: cost and personnel.
Many of the aforementioned recommendations in section one and two can be executed
without significant investment of resources. Creative planning can minimize where
resources are needed, particularly in web development.
Pike County currently has a single contracted individual to handle all of the
countys information technology needs, including hardware, software and the Web site.xix
This seems to be an inefficient way to deal with the large and differing type of IT work
that exists. Even though a full-time IT position is likely needed, the County should
consider contracting with a dedicated Web firm to handle the development on the Web
site infrastructure. While this may frontload costs, a site built on a content management
system will be more easily self-sustained and require less outside site maintenance over
the long-term. This would also allow a better budgeting process whereby the County
Commissioners can designate specific line items for particular areas of information
technology.
8/9/2019 Pike County E-gov Memo
8/10
The County can also pursue cost-sharing measures by working with the thirteen
municipalities located within the country. A revamp of PikePA.org can include dedicated
pages for each municipality, which requires much less online infrastructure, in return for
a financial contribution to help defray development and hosting costs. This model is
already being used in Pennsylvania by Bedford, Burks and Huntingdon counties and
would serve Pike County municipalities well, since a considerable number do not even
have a Web site. Those that do can retain their own look and feel. The Web program
earlier mentioned that is offered by County Commissioner Association of Pennsylvania
costs about $2,891 in annual costs for storage, hosting and development.
v
The County should also consider forming partnerships with local schools and
Universities who might have students interested in volunteering time to work on various
Web and e-government projects. Huntingdon County was successful in finding college-
age volunteers. At Delaware Valley High School, a co-circular program known as DV-
World just recently ended when the district launched its new Web site and no longer
needed students to maintain the previous one. This program, and the displaced students
from it, might be a logical place to start.
Conclusion
While adopting modern egovernment practices might be overwhelming,
especially for a County that has by most measures fallen behind its peers, it is no
reason to stall the process of beginning to formulate and execute a plan. There are
various stakeholders in the community who will join in this effort to make local
government more open, accessible and responsive.
8/9/2019 Pike County E-gov Memo
9/10
Figure 1
County
Officials
Posted
Budget
Online
Service
Posted
Minutes
Social
Media
Search
Feature
Electronic
Newsletter
News
Feed
Armstrong X X X X X X
Bradford X X X X X
Carbon X X X
Clearfield X X
Columbia X
Huntington X X X X X
Mifflin X X X X X
Pike X
Somerset X X
Venango X X X X
Wayne X X X X
This table is comprised of ten Class Six counties most comparable in terms of population to
Pike County, ranging from 45,771 to 82,442 residents according to the Census update in 2006.
Figure 2
Screenshot of www.PikePA.org.
8/9/2019 Pike County E-gov Memo
10/10
Endnotes:
i http://www.co.armstrong.pa.us/contactinformation/contact-list/78-departments/7-commissioners
ii http://www.co.venango.pa.us/Faqs/Index.htm
iii http://www.bradfordcountypa.org/FAQs/
ivhttp://www.pacounties.org/TechnologyServices/Pages/WebSiteProgram.aspx
v Kathie Glassel, CCAP
vi http://twitter.com/BradfordCounty
vii http://www.co.somerset.pa.us/messageboard.asp
viiihttp://web.archive.org/web/20020802215105/http://www.pikepa.org/
ixhttp://perrydev.pacounties.org/Pages/New_Open_Records_Request.aspx
x http://apps.county.allegheny.pa.us/campaignfinanceview/
xi http://www.co.venango.pa.us/Minutes/Index.htm
xii http://www.padoglicense.com/
xiii http://www.pikegis.org
xivhttp://www.columbiapa.org/assessment/online.php
xv http://www2.county.allegheny.pa.us/realestate/payonlinecover.asp
xvi http://dsf.chesco.org/contracts/site/default.asp
xvii Michelle Shedden, Secretary for Bradford County Commissioners
xviii http://www.digitalcommunitiesblogs.com/munigov/2009/11/social-media-policies-
leading.php
xix Gary Orben, Chief Clerk of Pike County