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Aligning IT to Organizational Goals Creating a Knowledge Based Economy In Fairfax County, Virginia USA David J. Molchany, Deputy County Executive North American Day 2006
Aligning IT to Organizational
GoalsCreating a Knowledge
Based Economy In Fairfax County, Virginia
USADavid J. Molchany,
Deputy County Executive North American Day 2006
ALIGNING IT TO ORGANIZATIONAL GOALS CREATING A KNOWLEDGE BASED COMMUNITY
Localization - is necessary to make your government relevant to your customers and your community
Holistic Approach - to determine your overall government strategy plan for service delivery, e-channels and economic development in a knowledge based society
Customers are stockholders in government - who want a return on their investment, i.e. service delivery that makes sense to them and fits their needs, for the tax dollars that they pay us
ALIGNING IT TO ORGANIZATIONAL GOALS CREATING A KNOWLEDGE BASED COMMUNITY
Focus on Customers• What does a knowledge based community mean to
them?• What do they expect from government? • Customers drive priorities strategy & investment
Focus on Government• What services should it provide or enable based on
Customer feedback? • What private/public partners will it need to provide
services? • What is the government‘s overall economic
development strategy to support the vision of a knowledge based community?
• What kind of businesses are you trying to attract?
ALIGNING IT TO ORGANIZATIONAL GOALS CREATING A KNOWLEDGE BASED COMMUNITY
Focus on Government Channels• What are the right e-Channels for customers to use/
what do they prefer?• What are the emerging channels that they are
utilizing now iPOD, RSS news feeds, wireless, text? • What will be the next channels for the government to
consider?• Productize/Market/Brand government services and e-
Channels Focus on the Community
• How will government enable an infrastructure that supports a knowledge based commuity
• What educational opportunities are needed?
ALIGNING IT TO ORGANIZATIONAL GOALS CREATING A KNOWLEDGE BASED COMMUNITY
What Changes are Necessary • Need senior level internal
champions/sponsers• Need ownership by customers• Need partners• Need to instill trust in government through
excellence in customer service• Need an economic development strategy
that enables a knowledge based community• Need an outstanding education system
ALIGNING IT TO ORGANIZATIONAL GOALS CREATING A KNOWLEDGE BASED COMMUNITY
Fairfax County Residents - over 1 million Size - 400 square miles Budget – over $5 billion
County & Schools 33,000 employees
11,000 County 22,000 Schools
Board Members - 10 Elected• 1 Elected-At-Large Chairman • 9 Representing Specific Districts
ALIGNING IT TO ORGANIZATIONAL GOALS CREATING A KNOWLEDGE BASED COMMUNITY
Business Demographics – Payroll Establishments 29,153– Number of jobs 543,053– Civilian Labor Force 586,114– Technology Jobs 119,000– Residents working in Fairfax County 54%– Unemployment Rate 1.7%
Business Community – Foreign-owned firms 332– Technology firms 4,700
Commercial Real Estate Office Space 102.2 million square feet Vacancy rate 11.6%
ALIGNING IT TO ORGANIZATIONAL GOALS CREATING A KNOWLEDGE BASED COMMUNITY
Fairfax County Public Schools – Total Schools (2004)
• 235– Enrollment (2004)
• 166,275– Average cost per pupil (2004)
• $10,113
ALIGNING IT TO ORGANIZATIONAL GOALS CREATING A KNOWLEDGE BASED COMMUNITY
Higher Education in Fairfax County– Northern Virginia Community College
64,000 students 150 programs of study at six campuses throughout northern Virginia, including a medical education campus in Springfield.
– Northern Virginia Center-Falls Church: University of Virginia and Virginia TechGraduate and undergraduate programs for working adults in a variety of fields.
– Northern Virginia Center: University of Virginia Darden School of BusinessOffers research and management education programs for area executives.
– George Mason University 28,000 students pursue 147 degree programs with an academic emphasis on high technology, public policy, and fine and performing arts.
– Old Dominion University - TELETECHNETThe ODU TELETECHNET program enables students to earn bachelor’s and/or Master's degrees via interactive distance learning technology.
ALIGNING IT TO ORGANIZATIONAL GOALS CREATING A KNOWLEDGE BASED COMMUNITY
Strategic direction is distilled from several sources• Constituents (Citizens, Businesses, Groups)• Elected Officials• Senior Management Team
Strategic direction determines all government investment including IT and e-Government investments
ALIGNING IT TO ORGANIZATIONAL GOALS CREATING A KNOWLEDGE BASED COMMUNITY
County Wide Strategy– Employee Vision– Core Purpose– Sustainability Principles – Departmental Strategic Plans– Performance Based Budgeting– County Budget Document ties vision,
purpose, principles and strategies to performance measures
ALIGNING IT TO ORGANIZATIONAL GOALS CREATING A KNOWLEDGE BASED COMMUNITY
Employee Vision (How do we view ourselves)
We are committed to excellence in our work. We celebrate public service, anticipate changing needs and respect diversity. In partnership with the community, we shape the future.
We inspire integrity, pride, trust and respect within our organization.
We encourage employee involvement and creativity as a source of new ideas to continually improve service.
As stewards of community resources, we embrace the opportunities and challenges of technological advances, evolving demographics, urbanization, revitalization, and the changing role of government.
ALIGNING IT TO ORGANIZATIONAL GOALS CREATING A KNOWLEDGE BASED COMMUNITY
Core Purpose (Why does our government exist) To protect and enrich the quality of life for the
people, neighborhoods, and diverse communities of Fairfax County
Sustainability Principles (Investments for the future) Maintaining Safe and Caring Communities Practicing Environmental Stewardship Building Livable Spaces Maintaining Healthy Economies Connecting People and Places Creating a Culture of Engagement
ALIGNING IT TO ORGANIZATIONAL GOALS CREATING A KNOWLEDGE BASED COMMUNITY
Top Level Support for Information and Technology County-wide
CIO - one of four Deputy County Executive Level Positions reporting to County Executive
Information Deputy County Executive – enterprise wide responsibility for all strategic communications, information and technology initiatives and investments
ALIGNING IT TO ORGANIZATIONAL GOALS CREATING A KNOWLEDGE BASED COMMUNITY
DCE Information Group Includes Fairfax County Library & Archives Information Technology Cable TV, Consumer Protection, Document Services HIPAA Coordination
Office of Public Affairs Public Relations Communication e-Government Content
Economic Development Authority US (40 Staff Members in Fairfax) London, Frankfurt, Tel Aviv, Bangalore, Seoul
ALIGNING IT TO ORGANIZATIONAL GOALS CREATING A KNOWLEDGE BASED COMMUNITY
Chief Technology Officer - Director of the Department of Information Technology (DIT) manages DIT and reports to the CIO
DIT has a staff of 309 and there are approximately 150 decentralized IT staff reporting to County departments
Staff Augmentation Contracts/Vendor Partnerships
In FY2005 DIT’s budget is $73 million
ALIGNING IT TO ORGANIZATIONAL GOALS CREATING A KNOWLEDGE BASED COMMUNITY
Technology in Fairfax: Centralized IT Organization Enterprise IT Governance & Planning Enterprise IT Standards and
Architecture Multi-Platform Based Technology Focused on Efficient Use of Modern
Technology to make Government more Effective and efficient
ALIGNING IT TO ORGANIZATIONAL GOALS CREATING A KNOWLEDGE BASED COMMUNITY
DCE Information Leadership Involvement Senior IT Steering Committee Information Technology Policy Advisory
Committee (ITPAC) IT Project Governance
Project Portfolio Manager Lead the IT planning process each year Manages the IT Project Managers
Project Manager Certification Manages the portfolio of IT investments
ALIGNING IT TO ORGANIZATIONAL GOALS CREATING A KNOWLEDGE BASED COMMUNITY
SENIOR IT STEERING COMMITTEE FY2005 Funding Priorities
Mandated Requirements Leveraging Prior Investments Enhancing County Security Improving Service Quality and Efficiency Ensuring a Current and Supportable
Technology Infrastructure
ALIGNING IT TO ORGANIZATIONAL GOALS CREATING A KNOWLEDGE BASED COMMUNITY
IT Investments determined by the County’s Strategic Direction include: Infrastructure Land Based Systems & GIS Human Services Systems Public Safety (Homeland Security) Tax/Revenue Systems Administrative Systems e-Government
ALIGNING IT TO ORGANIZATIONAL GOALS CREATING A KNOWLEDGE BASED COMMUNITY
Continual Improvement Process to Determine e-Government Priorities Citizen focus groups
Libraries Surveys
Web and kiosk based Chamber of Commerce
• Focus groups with businesses– County Departments– Board of Supervisors
ALIGNING IT TO ORGANIZATIONAL GOALS CREATING A KNOWLEDGE BASED COMMUNITY E-Government
• E-Gov Accomplishments: Fairfax County Web Site Interactive Voice Response (IVR)
Access Services Via Touch-Tone Phone 29 Multi-Media Kiosks
Libraries, Regional Malls, Gov’t Centers, Transit Center, Health Center, Park Site
Mobile Access Access Fairfax Cable TV
Government Access Channel Emergency Alert Text Messages
ALIGNING IT TO ORGANIZATIONAL GOALS CREATING A KNOWLEDGE BASED COMMUNITY Web Site
ALIGNING IT TO ORGANIZATIONAL GOALS CREATING A KNOWLEDGE BASED COMMUNITY Web Site
Web Site averages Over 1.2 million visits per month 14.4 million visits per year 7.2 million visitors per year access
multiple web pages and/or transactions.
ALIGNING IT TO ORGANIZATIONAL GOALS CREATING A KNOWLEDGE BASED COMMUNITY 2005 IVR Stats
IVR Statistics FY2005
1,128,350
34,764
# Calls# Faxes
ALIGNING IT TO ORGANIZATIONAL GOALS CREATING A KNOWLEDGE BASED COMMUNITY 2005 IVR Stats
43,6
24
502,
253
26,5
4613
6,42
2
192,
122
79,6
09
9,79
6
1,55
6 136,
422
050,000
100,000150,000200,000250,000300,000350,000400,000
# Calls
Real EstateCourtsInspectionsHousingRecycling324-INFOVictim ServicesFire & RescueHealth
ALIGNING IT TO ORGANIZATIONAL GOALS CREATING A KNOWLEDGE BASED COMMUNITY 2005 IVR Stats
Fairfax County Courts collected $2,520,466 in fines through citizens using the IVR.
ALIGNING IT TO ORGANIZATIONAL GOALS CREATING A KNOWLEDGE BASED COMMUNITY Kiosks
The County’s 31 multi-media Kiosks Over 9,000,000 screen touches since 1996.
ALIGNING IT TO ORGANIZATIONAL GOALS CREATING A KNOWLEDGE BASED COMMUNITY Kiosks
The Kiosk Project is a Regional effort that involves collaboration from the following entities: Fairfax County Fairfax City Town of Warrenton Town of Vienna Town of Herndon Regional entities like INOVA, VRE, EDA,
Transportation, NVRC, DMV, FEMA, and others
ALIGNING IT TO ORGANIZATIONAL GOALS CREATING A KNOWLEDGE BASED COMMUNITY Access Fairfax
Center created for citizens to utilize technology when doing business with Fairfax County Staffed Center Includes Web, IVR, Kiosk technology Includes special services area and Tele-work
center Other Access Points Public Access PCs Wireless Hot Spots Strategy
ALIGNING IT TO ORGANIZATIONAL GOALS CREATING A KNOWLEDGE BASED COMMUNITY Mobile Access
Mobile Access Access entire Web site from mobile devices Access County phone directory and email
contact links via wireless devices (PDAs or mobile phone)
“Search by Name” or view “Alphabetical” list of all County phone numbers
Allows users to contact agencies via email or phone
Provides users with appropriate formatted information in a timely manner.
ALIGNING IT TO ORGANIZATIONAL GOALS CREATING A KNOWLEDGE BASED COMMUNITY Cable TV
Government Information TV Channel Franchised by Local Government 786 Hours of Original Programming 694 Hours of Live Government Meetings 194 Programs Describing County
Services 458 Hours of Captioned Meetings and
Information Programs 2500 Bulletin Board Messages.
ALIGNING IT TO ORGANIZATIONAL GOALS CREATING A KNOWLEDGE BASED COMMUNITY Text Messages
Emergency Alerts Text Messages Fairfax County Government
First Responders County Government Employees Fairfax County Constituents
System Used Across the National Capital Region (NCR)
Washington Metropolitan Council Of Governments (COG) Regional Information System
ALIGNING IT TO ORGANIZATIONAL GOALS CREATING A KNOWLEDGE BASED COMMUNITY CRM
Customer Relationship Management - Ensure Consistency of County Message
Track Interaction with Constituents Address Constituent Issues Completely
and Effectively Provide Efficient Workflow for Staff
Handoffs Reduce response time & improve staff
efficiency Predict Public Needs
ALIGNING IT TO ORGANIZATIONAL GOALS CREATING A KNOWLEDGE BASED COMMUNITY
Benefits of IT Investment - From 1991 to Present: Fairfax County’s population increased over 28
percent to over 1 million residents 170 new County facilities have been added and
a large number of businesses have moved into the County
In this same period, the ratio of County positions per 100 citizens has decreased by over 18%. The only program area that has increased its position ratio in this same time frame is public safety
ALIGNING IT TO ORGANIZATIONAL GOALS CREATING A KNOWLEDGE BASED COMMUNITY
Benefits of IT Investment – Economic Development To attract new investment into Fairfax
County, promote the high tech nature of County government and schools
Serves as a location factor for some companies when they are comparing Fairfax to competing US jurisdictions
ALIGNING IT TO ORGANIZATIONAL GOALS CREATING A KNOWLEDGE BASED COMMUNITY
IT Plan published on web site at:
www.fairfaxcounty.gov
For more information…
David MolchanyDeputy County Executive
Fairfax County Government703-324-4775
