# Presentation: 241836

***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 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 ](http://www.nv.cc.va.us/)_**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](http://uvace.virginia.edu/northern)__ and __[Virginia Tech](http://www.nvgc.vt.edu/)__Graduate and undergraduate programs for working adults in a variety of fields. _
***Northern Virginia Center:***** **_[University of Virginia Darden School of Business_x000b_](http://www.darden.edu/)__Offers research and management education programs for area executives. _
- _[George Mason University ](http://www.gmu.edu/)__28,000 students pursue 147 degree programs with an academic emphasis on high technology, public policy, and fine and performing arts. _
- _[Old Dominion University - TELETECHNET](http://www.dl.odu.edu/)__The 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

## ALIGNING IT TO ORGANIZATIONAL GOALS CREATING A KNOWLEDGE BASED COMMUNITY 2005 IVR Stats

## 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](http://www.fairfaxcounty.gov/)__ _**	**

## For more information...

- David Molchany
- Deputy County Executive
- Fairfax County Government
- 703-324-4775
- dmolch@fairfaxcounty.gov