# Presentation: 695798

## Challenges Facing Agencies inImplementing GPEA

***AGA***
***May 22, 2001***
- Mary Mitchell
- GSA Office of Electronic Government
- policyworks.gov

- \

**Notes:**
The following is a briefing on the impact of E-government.

## Trends Driving Government Transformation

**Government**

**Notes:**
Citizens are demanding more and better on-line services, 
Public does not care how government is organized and are demanding customer centric delivery: 
	communities like Access America
	process oriented	
Increasing push to bring on private sector partners
	leverage capabilities
	share cost and risk   
Changing needs and dramatically increased competition for 
technical workers, 
increased global competition, 
show progress and focus on outcome, not outputs 
better access, increased accountability
Extend innovation from existing base into government operations 
 ATMs
 800 #s - call centers instead of in
 Internet - information and transactions
 7x24 availability
Real time problem resolution
Deflation (lower cost of operation of gov’t pgm), not increases
Anywhere

## Government Online

**Online Voting**

**Online Voter Registration**

**Online Application for Grants**

**Online Bidding for**
**Government Contracts**

**Update Information Online**

**File Taxes Online**

**Government Records Online**

**Government Forms Online**

**Kids' Education Area**

**Recruitment/Employment Section**

- From a Survey of 81 Fed, State, & Local Sites

## Key Gov’t Online Findings

- Most government Web sites are focus on providing information and forms online but few support business interactions
- Government Internet development is fragmented and disparate due to origins of revenues and lack of overall strategy
- Despite fragmentation, Web initiatives can integrate independent efforts and automate off-line transactions
- Web sites offer little support for access by persons with disabilities or language translation

**Notes:**
(1.83 if 1 info, 2 forms online, 3 transacitons, 4 seamless)

## Studies on Citizen Expectations

- _Citizens Expectations for Electronic Government Services,_ policyworks.gov/intergov, “Reports” by GSA, 9/2000
- _Hart-Teeter Study_, www.excelgov.org/publication, “Polls” by Council for Excellence in Government (CEG),  9/2000
- _Trust in Government Study_, same as above, “Studies” by CEG, 7/1999_ _
- _What Citizens Want From E-Government_, www.ctg.albany.edu/resources/htmlrpt/e-government/what_ citizens_want.html by University of Albany, 10/2000

**Notes:**
Four studies completed within the last 18 months:

Citizens Expectations report

A recently completed study “ What Citizens Want” by the  Center for Technology in Gov’t at the University of Albany.

And the Council for Excellence in Government Trust in Government Study.  All completed w/I the 18 months.

The Citizens Expectation for available online at:

policyworks.gov/intergov.

## Citizens Expectations Report

- Findings:
- Citizens want choices:
- Telephone, In-person, Internet, Kiosk, Interactive TV
-  Online access to government information and services should be high priority
- Citizens are concerned by privacy and security

**Notes:**
Clearly citizens want choices for delivery of government services.  

Citizens want the flexibility to deal with government on site (in person), by mail, by telephone, by fax, CD-ROM, kiosk, interactive voice response systems, interactive TV and via the Internet.  

Access to government information and services

However, it is the Internet that will be the foundation of future electronic government initiatives.

Also citizens hold government to a higher standard than the private sector in regard to privacy and information security safeguards. 

## Challenge 1: Public Expectations

- Expectations of the public are high
- Need to balance ease of access with assuring confidentiality and integrity of data
- Users want one place to go (single portal)
- Users willing to accept more risk in the private sector, believe the Government should be held to a higher standard
- Risks include “image of Agency” if Government-held information is released

**Notes:**
Expectations of the public are high; glitches, down time are unacceptable
Government needs to find the balance between providing a service that is easy to use and ensuring it maintains confidentiality and integrity
Users want one place to go (single portal) for all their interactions with the Government, but they do not want Government organizations to share data with each other
Users are willing to accept some risk when interacting with the private sector, but believe Government should be totally secure
Risks are greater if Government-held information is released (it affects one’s ability to get important government services like Social Security and Medicare), not as great in the private sector (for example, credit card liability is only $50)

## Challenge 2: Scale of Operations

- Approximately 283 Million Americans
- Approximately 100 Million Americans are ***Wired***
- Some of these Americans want to do business with the government online today!
- Public expects online services similar to typical commercial capabilities
- Public does business with multiple agencies
- Your agency may not have a clue who they are!

## Driving toward 

**Collaboration: Interagency Councils**
**  ****Exec Leadership Initiatives**
**Workforce: Training, Telework**
**Outreach: White papers, Talks, Press**

**Secure**
**Web**

**Digital**
** ****Signatures**

**CA Cross**
**Certification**

**Authent-**
**ication**

- Driving Toward Electronic Government6.ppt

**A-130   PPD-63 (Security )**

**Change Agents**

- Driving toward
- eGovernment

**Getting There**

**FedForms**

**Single Face**
**Portals**

**eMarketplaces**
**Buying, selling,  paying**

**Internet/XML**
**Metadata, architecture,**
**access, languages**

**PKI/Smart Cards**

**Customer Service:**
**Call centers, VOIP, CRM**

**Mobile Devices**

**Leveraging **
**Technology**

**Infrastructure**

**Notes:**
Presenting One face to the citizen through  - 
* FirstGov - the first-ever U.S. Government online information portal that will connect Americans with information and resources from all 27 million federal agency web pages.
* FedBizOpps - The FedBizOpps (formerly known as the Electronic Posting System) is a web based application that provides electronic access to government business opportunities by posting synopses, solicitations, and other related documents directly to the Internet. 
* FedGrants - In 1998, the Office of Electronic Government established the Interagency Electronic Grants Committee (IAEGC) to coordinate the development of Federal Commons, a governmentwide electronic grants system to serve the federal grants community.  The first functions of the Federal Commons system will be online in early 2001. 
* FedSales     an initiative to improve citizen on-line access to federal asset sales (real property, personal property, and financial assets such as loans). A current list of ederal agencies selling property on-line is available at  www.financenet.gov.
FedForms
FactsForYou
* ARNET - the Acquisition Reform Network - a portal to every aspect of government acquisition policies, regulations opportunities and training. Excluded Parties
* Extensible Markup Language (XML), a promising technology standard for EC, is one of the primary standards by which industries have begun to define the structure and semantics of information they exchange. 
* Smart Cards - a multi-award contract for agencies to buy smart cards.  Important step in the use of emerging technologies: Produce Guidelines and ground rules on how to develop systems to help agencies avoid mistakes; and developed a business case analysis for agencies to use on how to best employ the technology (for example,  PKI technology in smart cards.)

## Service Gold Standard

- Focus first on what customers care about, not what management cares about
- Address issues important to the users
- Challenge the organization to improve by setting attainable goals
- Review and update standards as conditions change
- Integrate with performance measurement to increase accountability and foster learning
- Source: UK and Canadian Governments

**Notes:**
Can’t rely on an Internet only solution, still where users and stakeholders accept, considerable savings are possible

Demand to do more with less - when process redesigned, 10 - 1 savings are possible.

Need a common source of funding so that turf is not an issue.

## Expected Customer Service

**Customer Service E-mail****Response Time**

- Source: n=81

**Public expects **
**6 hr response**
**time **

## Tough GPEA Applications Needs 

- Authentication of users
- Non-repudiation of transactions
- Confidentiality (privacy)
- Interoperability among disparate systems
- Assignment of liability
- Scalability/extensibility

**Notes:**
Eliminating existing paper processes takes a good deal of planning.
When “wet” signatures are required today, these applications are good candidates for needing to authenticate who is doing business with the government by an electronic means

To avoid disputes with individuals when financial, or other binding conditions exist, be sure that process and technology are adequate for non-repudiation.

## GPEA Opportunity -- Grants

- Over $300 billion annually
- Paper intensive application, award, reporting, and payment processes
- 1000+ programs in 33 agencies
- Over 30,000 organizations receive > $300K year
- Streamlining under CFO/Federal Commons effort
- Many program-specific requirements
- OMB Guidance
- Agency-specific solutions not adequate
- Engage stakeholders (states, non-profit, etc.)

**Notes:**
Deserves more attention than it gets - SLEEPER

Scope  - 50% bigger than Contracts 200 billion 

Each Program Passed by specific piece of Legislation 
	Streamlining will need to 

States invited to  provide input on the Federal Commons development through the Inter-agency Electronic Grants Committee State and Local Subcommittee. 

 The subcommittee is chaired by Tony Cavataio (Department of Education: tony_cavataio@ed.gov) or Karen Evans (Department of Justice: evansk@ojp.usdoj.gov).

Look for Commonality - 8 agencies have responsibilities for Emergency relief

## Required by PL 106/107?

- Electronic application and reporting
- Reduce burden on grantees
- Establish common formats
- Financial and performance
- reporting
- Uniform administrative rules
- Consolidation A-102 & A-110
- Reduction of program-specific terms
- Assurances and Certifications?
-  Plan to Congress due May 2001

## Future of eGovernment

**Future of eGovernment**

- Outward facing and responsive to customer demands
- Interactive portals and transactions will make boundaries transparent
- Continued push for business process redesign
- Emphasis on adoption of open standards and commercial best practices
- Fundamental changes in systems approach (loosely coupled)
- Web-based processes will dominate once trust issues (privacy/security) are satisfied