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Audrey L. Hall Library Consultant The State Library of Ohio

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1 Audrey L. Hall Library Consultant The State Library of Ohio
E-government Audrey L. Hall Library Consultant The State Library of Ohio

2 E-government What is E-government ? Federal, State, Local examples
Digital divide Effect on and role of Public Libraries We will be talking about:

3 What is E-government? short for electronic government
also known as e-gov digital government online government transformational government Other names for e-government

4 from the World Bank use by government agencies of information technologies that have the ability to transform relations with citizens with businesses with other arms of government Descriptions by various organizations

5 from the World Bank The resulting benefits can be: less corruption
increased transparency greater convenience revenue growth Descriptions by various organizations

6 from the United Nations
The utilization of the Internet and the world-wide-web for delivering government information and services to the citizens.’ (United Nations, 2006; AOEMA, 2005) Descriptions by various organizations

7 from Portland, Oregon The process by which the City delivers information and services electronically. It allows citizens and businesses easy access to government information and streamlined business processes. Descriptions by various organizations

8 from National IT and Telecom Agency
Digital administration. A description of digital and modern procedures applied in public administration, focusing on the needs of citizens and businesses. Descriptions by various organizations

9 from Wikipedia digital interaction between government and citizens
government and businesses government agencies This digital interaction consists of governance, information and communication technology Descriptions by various organizations

10 from OECD Organization for Economic Co-operation and Development
focuses on the use of new information and communication technologies by governments as applied to the full range of government functions. In particular, the networking potential offered by the Internet and related technologies has the potential to transform the structures and operation of government. Descriptions by various organizations

11 from Digital Ohio E-government has the potential to quicken, expand and upgrade service delivery, increase constituent participation, improve management Digital Ohio : the strategic plan : using technology to make government services in Ohio more accessible and efficient by the Ohio Governor’s Council on Electronic Commerce, Copy in the Ohio documents collection.

12 Government Customers G2C – government to citizens
G2V – government to visitors G2B – government to business G2E – government to employees G2G – government to government From Digital Ohio these are categories of government customers.

13 Government to Citizens
Communication link between a government and private individuals or residents Consumer publications Income tax forms/filing Application for Medicare/Medicaid/Social Security Renew automobile license plates Register to vote Register for dog license


15 Government to visitors
Tourism promotion Event calendar Reservations at parks Activities available at parks – camping, boating, lodge, hiking, biking Information for people relocating Schools, tax rates, cost of living

16 Government to business
Ohio Business Gateway at Dept. of Development online filing and payment system with state agencies and municipalities 1st Stop Business Connection Create a business information kit



19 Government to employees
Job postings Benefits enrollment Self service payroll information Travel reimbursement Work rules online Notifications e-pay Ohio for state employees

20 Online application process Search for job postings

21 Government to government
Fund transfers Shared services STAR Ohio (State Treasury Asset Reserve) government subdivisions—from municipalities to school districts—invest funds in a highly rated public investment pool.

22 http://www. tos. ohio. gov/ForGovernment/Default. aspx

23 Customer Centered Service access any time, any where, any place
i phones i pads Social media Facebook Twitter Blogs Multiple service delivery methods Traditional service centers U.S. mail Telephone Internet

24 E-gov expectations Secure transactions Timely transactions
Personal data protected Timely transactions Confidential transactions Authenticated & official documents Accurate & reliable Reasonable expectations of those using e-government.

25 Eliminates in-person problems
Scheduling difficulty Lost work time Traffic Parking Weather Waiting in lines

26 But things do happen! There are security breaches
You cannot locate the form/publication you need Your question is not in their FAQ You just want to ask a real person but the only contact is an form Phone trees – does anyone like them?

27 When online works

28 When online doesn’t work

29 Federal Government Examples
one portal A-Z index of all departments & agencies Government Printing Office FDSys Federal Digital System Doing business with GPO GPO example FDSys – Federal Digital System replaced GPO Access Browse government publications Link to Catalog of Government Publications Doing Business with GPO

30 Links to business opportunities with GPO
Links to business opportunities with GPO. They contract with printers all over the US. Federal web sites typically have links for doing business with that agency.

31 State Government Examples
for links to all states for Ohio Links for agencies – top banner Dept. of Job and Family Services Ohio Here to Help Workforce Development Keep in mind that there is typically, more than one place to find a link On this page the link for agencies is in the top banner Dept of Jobs and Family Services has a new notice on their front page that Ohioans can now apply for food, cash & medical assistance online. There are links to services and doing business with the Dept.

32 Ohio Here to Help is a new resource for unemployed workers.

33 The Office of Workforce Development has information for workers, and employers.

34 County Government Examples
County Commissioners’ Association of Ohio Online services vary by county. Cuyahoga County Under contact information Forms

35 Click on about counties for links to individual county web sites

36 Local Government Examples
for local government American Hometowns Municipal websites indexed by county Ottawa Municipal Website E-file village income taxes


38 Digital Divide Statistical Abstract 2011
There are Lower adult Internet users numbers for those over 65 years of age, less education and lower income.

39 Digitial Divide Statistical Abstract 2011
According to this survey, 53% of American adults using a Home Internet connection visited a local, state or federal government web site during May 2010.

40 This cartoon by Branzburg and posted at www. bitstripes
This cartoon by Branzburg and posted at is about a school assignment but can be extrapolated to include adults who need to fill out applications or forms but do not have home computer access.





45 Digital Divide Application/form online options
Fill out and submit online Fill out and print – take to agency or mail Usually when a payment must accompany Instructions on how to obtain Phone number to request Address to request by mail

46 E-Government Act of 2002 Notice the authentication symbol in the upper left corner verifying that no changes have been made to the document since it was received by GPO. 46

47 Expectation of E-government
More accessible and seamless Open and transparent Empower more aware public Connection between public, legislators and agencies Improve efficiency Cost savings for government More accessible and seamless Interactivity of Internet has the opportunity to create more open & transparent public institutions Citizens can read about, view and listen to timely proceedings of government anytime, any place, including the local public library 3. Empower a more civically and meaningful aware public 4. Enable a connection between constituents, legislators and government agencies 5. Improve efficiency of government services by providing a faster alternative to paper-based and face-to-face interaction 6. Cost savings for government – not necessarily for the individual. 47

48 Public Libraries Reality – E-government is an unfunded mandate for public libraries Government services, resources, information more digital Agencies rely on residents to access services online Decrease in funding – increase in demand The reality is that E-government is an unfunded mandate for public libraries. 1. Agencies are shifting the burden of e-government to public libraries as they reduce their own costs. There is increased pressure on library technology and personnel infrastructure. 2. Government information & services are moving online often without a print alternative. Print copies are eliminated – customer must print copy for their records or download to a file. Types of e-government tasks include forms for unemployment benefits, disability, Social Security, Medicare Part D prescription drug benefit program, making appointments, filing court petitions, taking driver’s tests, renewing license plates, filing taxes, paying fines. The U.S. Citizenship and Immigration Services often direct people to public libraries to make online appointments for face-to-face consultations. The Florida Dept of Children and Families which handles welfare issues has close most of its offices or uses a web-based appointment system. 3. Agencies rely on residents to access services online – for some their only option is a public library. Agencies direct customers to their public library to make online appointments, file forms, with the expectation that customers will receive assistance with computer skills and locating correct forms and filling them out correctly 5. For many libraries there is a decrease in funding and an increase in demand for services and the number of computers. Funding is being cut to many libraries during this slow economy. But concerns include staff time to assist with computer skills and searches, the number of public computers available which dictates time limits for use, staff to maintain computes, and Internet speed and charges.

49 Public library connection to the Internet is high for all libraries, whether they service urban, suburban or rural areas or areas with a high poverty status. 49

50 Libraries Connect Communities: Public Library Funding & Technology Access Study Key Study Results & Findings There is a decrease in library hours of operation.

51 Technology Hubs Provide free access to computers & Internet
Average 14 public access computers per building 99% offer free access to Internet Most offer wireless (Wi-Fi) access Offer Computer skills training According to Public Library Funding and Technology Access Survey , public libraries have become Technology Hubs. 2/3 U.S. public libraries are the only provider of free public access to computers and Internet in their communities. Most offer formal or informal technology training including general computer skills, online Web searching, software use, job seeking sources and social networking Patrons rely on public libraries to provide: no-fee service, computers and Internet access, help with government Web sites to locate appropriate information and resources, help completing applications and other forms. 51

52 Libraries Connect Communities: Public Library Funding & Technology Access Study Key Study Results & Findings 52 52

53 Libraries Connect Communities: Public Library Funding & Technology Access Study Key Study Results & Findings 53 53

54 Vital resource during disasters
After Hurricane Katrina: Finding family & friends – displaced, evacuated or missing FEMA, insurance claims, recovery assistance News of area, homes, places of work After Katrina public libraries became outlets for hurricane response: finding and communicating with family & friends because of public access computers and Internet access They provided a place for people to complete forms for FEMA, insurance and recovery assistance. For those searching for news about conditions in areas from which they were evacuated. For those trying to locate information about the condition of their homes or places of work including checking news and satellite maps 54

55 Libraries as Bridges Between:
Those who do not have access Actual e-gov services and citizens Citizens and government in disasters “Today’s libraries are an essential service for accessing workforce and government services” – ALA president Camila Alire Libraries serve as Bridges People who lack home or work access to the internet because of economic, social, geographic, educational or other constraints are most likely to use library computers. But some who have home access still use the library because of the support provided. Libraries should consider E-government as a way to get people in the door and use it as an opportunity to educate them about other library resources. 55

56 Concerns & Challenges Privacy & liability issues with confidential or personal information Asked to help patrons solve problems Policies for guidance Traditionally the role of libraries has been to provide access to information not to engage the public in participating in democratic discourse. Librarians are confronting issues of privacy and liability as they help users apply for services that require confidential and sensitive information. No longer just a provider of information, librarians are being asked to help patrons solve problems with their understanding of government programs. Does the library have specific written policies regarding assistance with applications and forms? Librarians do not give legal, medical or tax advice. Should they show patrons where the forms are but not tell them which form to complete? What should the level of assistance be? 56

57 Financial Concerns & Challenges
Doing more with less Staff Training on resources One on one takes from other duties Staff reductions Demand is up-budget is down or static Operations Hours open Branches closed Internet charges (Ohio free thru OPLIN) Number computers available Staff to maintain 57

58 Recommendations Collaboration between governments and public libraries: Government agencies more successful e-gov Libraries meet patron needs Patrons resolve e-gov needs Communities will have successful e-gov strategies in place If there is collaboration between governments and public libraries: Government agencies will have more successful e-government Libraries will meet patron needs Patrons will resolve their e-government needs Communities will have successful e-government strategies in place An example of one collaboration that has been noted at the Project Compass workshops is partnerships between public libraries and agencies with e-government services, particularly One-Stops from the Dept. of Job and Family Services, Office of Workforce Development. The library provides a meeting room where the One-Stop personnel can hold office hours and assist the public. This works in areas where the One-Stop is located in a building that has standard 8-5 Monday thru Friday work days or where One-Stop is located in an area where people have difficulty getting to it, due to being away from the city center or lack of transportation. The public library is usually much more accessible to people, both location and hours. 58

59 Things libraries can do
Use e-gov as an opportunity to increase visibility Write policies on e-gov assistance Emergency/disaster plan Staff training Offer computer skill classes Create checklists/worksheets for popular forms Use e-government as an opportunity to increase visibility and promote all aspects of library service Write policies on e-government assistance. Can librarians only direct patrons to forms? Can they assist with locating the proper form? Can they assist with answers on a form? Legal implications of assistance with filling out a form? Could a law suit result from an application denial because of an answer suggested by the librarian? Develop an emergency/disaster preparedness plan that includes how e-government information & services would be provided in an emergency Increase staff training. Staff benefits from training themselves in areas of government services, forms and web pages. Ex. In North Carolina the State Library teamed with the Employment Security Commission and Dept of Commerce to train librarians to help patrons connect with employers to create an online job toolkit and expand job-related collections. Each workshop included a panel of representatives from local workforce organizations and representatives from local community colleges. 5. Offer computer skills classes so patrons will require less assistance 6. Create checklists and worksheets that allow patrons to know what information is needed for successful e-government interaction. The librarian can provide additional help before the patron begins filling out the form ex. sign up for account, have appropriate documentation ready or other requirements. Print out af blank form so the patron will be familiar with questions asked. This will help with time limits on computers. 59

60 Things libraries can do
Protection of personal information Link to multi-lingual sites Make links in both languages Dedicate a computer for e-gov use Allow catalog computers to be used for access to any .gov web site Promote the Federal Depository Library Program Be clear that a library cannot protect personal information. Have the tech dept. create a script to clear information upon completion of a form. 60

61 Things libraries can do
Library Schools Educate students in issues of government information and e-gov Part of requirement for reference librarians Expanded government documents course Currently at the Columbus branch, Kent State gov docs class is a workshop not a full course 61

62 Things government can do
Amend & expand E-Government Act Standardize web sites Notify libraries of new or changed services or programs Be aware of the impact of referrals Training for librarians 1. Amend & expand E-government Act of 2002 so libraries are recognized and supported in their role as e-gov providers 2. Standardized web sites would improve usability of government web sites to make them more uniform and user friendly. 3. Notify libraries that services and/or programs are being introduced or changing. This would allow librarians time to learn about the services and be prepared for patron questions, issues and needs 4. Be made aware of the impact of referrals put on library staffing and technology infrastructure 5. Some state libraries have partnered with state workforce development agencies to train librarians to meet the growing demand for assistance in completing government forms, locating economic assistance programs & creating pathfinders to government and non-profit services 62

63 OHIO RESOURCES WebJunction Ohio
Free resources Library management Technology Services Courses Group discussion Free resources for librarians through WebJunction Ohio Library Management has information on how to serve the needs of diverse populations, how to cope with budget challenges, how to advocate for library services, how to manage emerging technologies in terms of updating policies and training staff 2. Learn and share ideas about how to successfully integrate technology in your library. From purchasing new hardware to learning basic computer skills 3. Services topics include customer service, interpersonal skills, information services, patron training, programming, workforce resources 4. Courses in the WebJunction catalog are self-paced online tutorials. SLO has purchased credits for courses making them free to Ohio librarians. Webinars are also available. 5. There are discussion groups on a wide variety of topics. 63

64 Unlimited courses will be available after July 1.

65 Project Compass Under Workforce Resources Project Compass workshops
In counties with over 9.1 unemployment Pathfinders Registration for July workshops Many public librarians attended one of the in-person “Project Compass: Libraries Lead the Workforce for the 21st Century” offered this spring around the state.  These workshops were made possible by a partnership between the State Library of Ohio, OCLC/WebJunction, and the State Library of North Carolina through a grant from The Institute of Museum & Library Services (IMLS). Registration for the second of the Project Compass: Libraries Lead the Workforce for the 21st Century online workshops is now available.  Beginning July 12th  Project Compass will be offering a free 4-week online workshop, Libraries Supporting Small Business and Financial Health which will explore two key pathways to community vitality: 1) the variety of ways in which your library can support entrepreneurs and local small business in your community; and 2) how you can help your patrons strengthen their personal financial skills.  The program will kick off with a live webinar on July 12, and will be followed by three weeks of reading assignments and discussions. For more details and to register visit the description and registration page at (Note: this page is located on WebJunction Central) 65


67 67

68 SLO as well as many libraries have created a help resource for use during the economic recession
Find Help in Tough Times is available from front page. You can add it to your library web page. 68

69 OPLIN Ohio Public Library Information Network
Broadband Internet connections Research databases Fiscal and logistical support from State Library of Ohio Contracts for network management with Ohio Office of Information Technology 1.OPLIN provides broadband Internet connections to ensure that all Ohio residents have fast, free public Internet access through the 251 independent local public library systems in Ohio. 2.OPLIN provides access to high-quality research databases not freely available on the World Wide Web. 90% of the budget is used to purchase the services OPLIN provides to Ohio public libraries, primarily Internet telecommunications (about $3.5 million annually) and subscriptions to basic information databases (about $1.5 million). Because OPLIN provides these services, public libraries do not need to pay for them from their individual budgets. 3. There is fiscal and logistical support from the State Library. 4. OPLIN contracts for network management with the Ohio Office of Information Technology. 69

70 Federal Depository Library Program
Depository Libraries Federal Depository Library Program State Library of Ohio - regional depository library 56 selective federal depository libraries 70

71 State Depository Libraries
State Library of Ohio Digital collection 46 general depository libraries 96 legislative depository libraries 71

72 Public Libraries - Sources
Libraries Connect Communities: Public Library Funding & Technology Access Study ALA. E-government: making choices for libraries. Deliberative Dialogue Map prepared by Nancy Kranich. June 2008. E-government at Florida Libraries: more support, coordination needed. Norman Oder. Library Journal. August 22, 2008.

73 Public Libraries – Sources
Public access computing and Internet access in public libraries: the role of public libraries in e-government and emergency situations. John Carol Bertot, Paul T. Jaeger, etc. First Monday, v. 11, no. 9, Sept

74 Public Libraries – Sources
Community leadership through public library e-government services. Amelia Gibson, Charles R. McClure, etc. Florida Libraries. Spring, 2008.

75 Follow-up Within the next week, you will receive a brief survey so we can access your information needs regarding E-government. Based on the results, additional programs may be planned.

76 The State Library of Ohio
Contact Information Audrey L. Hall Library Consultant The State Library of Ohio 274 E. First Ave. Columbus, OH 43201 6/20/2011

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