Presentation on theme: "Audrey L. Hall Library Consultant The State Library of Ohio"— Presentation transcript:
1 Audrey L. Hall Library Consultant The State Library of Ohio E-governmentAudrey L. HallLibrary ConsultantThe State Library of Ohio
2 E-government What is E-government ? Federal, State, Local examples Digital divideEffect on and role of Public LibrariesWe will be talking about:
3 What is E-government? short for electronic government also known as e-govdigital governmentonline governmenttransformational governmentOther names for e-government
4 from the World Bankuse by government agencies of information technologies that have the ability to transform relationswith citizenswith businesseswith other arms of governmentDescriptions by various organizations
5 from the World Bank The resulting benefits can be: less corruption increased transparencygreater conveniencerevenue growthDescriptions 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, OregonThe 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 businessesgovernment agenciesThis digital interaction consists of governance, information and communication technologyDescriptions 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 OhioE-government has the potential to quicken, expand and upgrade service delivery, increase constituent participation, improve managementDigital 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 visitorsG2B – government to businessG2E – government to employeesG2G – government to governmentFrom Digital Ohio these are categories of government customers.
13 Government to Citizens Communication link between a government and private individuals or residentsConsumer publicationsIncome tax forms/filingApplication for Medicare/Medicaid/Social SecurityRenew automobile license platesRegister to voteRegister for dog license
15 Government to visitors Tourism promotionEvent calendarReservations at parksActivities available at parks – camping, boating, lodge, hiking, bikingInformation for people relocatingSchools, tax rates, cost of living
16 Government to business Ohio Business Gateway at Dept. of Developmentonline filing and payment system with state agencies and municipalities1st Stop Business ConnectionCreate a business information kit
19 Government to employees Job postingsBenefits enrollmentSelf service payroll informationTravel reimbursementWork rules onlineNotificationse-pay Ohio for state employees
20 Online application processSearch for job postings
21 Government to government Fund transfersShared servicesSTAR Ohio (State Treasury Asset Reserve) government subdivisions—from municipalities to school districts—invest funds in a highly rated public investment pool.
23 Customer Centered Service access any time, any where, any place i phonesi padsSocial mediaFacebookTwitterBlogsMultiple service delivery methodsTraditional service centersU.S. mailTelephoneInternet
24 E-gov expectations Secure transactions Timely transactions Personal data protectedTimely transactionsConfidential transactionsAuthenticated & official documentsAccurate & reliableReasonable expectations of those using e-government.
25 Eliminates in-person problems Scheduling difficultyLost work timeTrafficParkingWeatherWaiting in lines
26 But things do happen! There are security breaches You cannot locate the form/publication you needYour question is not in their FAQYou just want to ask a real person but the only contact is an formPhone trees – does anyone like them?
29 Federal Government Examples one portalA-Z index of all departments & agenciesGovernment Printing OfficeFDSys Federal Digital SystemDoing business with GPOGPO exampleFDSys – Federal Digital System replaced GPO AccessBrowse government publicationsLink to Catalog of Government PublicationsDoing 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 statesfor OhioLinks for agencies – top bannerDept. of Job and Family ServicesOhio Here to HelpWorkforce DevelopmentKeep in mind that there is typically, more than one place to find a linkOn this page the link for agencies is in the top bannerDept 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 OhioOnline services vary by county.Cuyahoga CountyUnder contact informationForms
35 Click on about counties for links to individual county web sites
36 Local Government Examples for local governmentAmerican HometownsMunicipal websites indexed by countyOttawa Municipal WebsiteE-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 onlineFill out and print – take to agency or mailUsually when a payment must accompanyInstructions on how to obtainPhone number to requestAddress to request by mail
46 E-Government Act of 2002Notice 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 seamlessOpen and transparentEmpower more aware publicConnection between public, legislators and agenciesImprove efficiencyCost savings for governmentMore accessible and seamlessInteractivity of Internet has the opportunity to create more open & transparent public institutionsCitizens can read about, view and listen to timely proceedings of government anytime, any place, including the local public library3. Empower a more civically and meaningful aware public4. Enable a connection between constituents, legislators and government agencies5. Improve efficiency of government services by providing a faster alternative to paper-based and face-to-face interaction6. Cost savings for government – not necessarily for the individual.47
48 Public LibrariesReality – E-government is an unfunded mandate for public librariesGovernment services, resources, information more digitalAgencies rely on residents to access services onlineDecrease in funding – increase in demandThe 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 correctly5. 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 & FindingsThere is a decrease in library hours of operation.
51 Technology Hubs Provide free access to computers & Internet Average 14 public access computers per building99% offer free access to InternetMost offer wireless (Wi-Fi) accessOffer Computer skills trainingAccording 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 networkingPatrons 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 & Findings5252
53 Libraries Connect Communities: Public Library Funding & Technology Access Study Key Study Results & Findings5353
54 Vital resource during disasters After Hurricane Katrina:Finding family & friends – displaced, evacuated or missingFEMA, insurance claims, recovery assistanceNews of area, homes, places of workAfter Katrina public libraries became outlets for hurricane response: finding and communicating with family & friends because of public access computers and Internet accessThey 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 maps54
55 Libraries as Bridges Between: Those who do not have accessActual e-gov services and citizensCitizens and government in disasters“Today’s libraries are an essential service for accessing workforce and government services” – ALA president Camila AlireLibraries serve as BridgesPeople 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 & ChallengesPrivacy & liability issues with confidential or personal informationAsked to help patrons solve problemsPolicies for guidanceTraditionally 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 lessStaffTraining on resourcesOne on one takes from other dutiesStaff reductionsDemand is up-budget is down or staticOperationsHours openBranches closedInternet charges(Ohio free thru OPLIN)Number computers availableStaff to maintain57
58 RecommendationsCollaboration between governments and public libraries:Government agencies more successful e-govLibraries meet patron needsPatrons resolve e-gov needsCommunities will have successfule-gov strategies in placeIf there is collaboration between governments and public libraries:Government agencies will have more successful e-governmentLibraries will meet patron needsPatrons will resolve their e-government needsCommunities will have successful e-government strategies in placeAn 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 visibilityWrite policies on e-gov assistanceEmergency/disaster planStaff trainingOffer computer skill classesCreate checklists/worksheets for popular formsUse e-government as an opportunity to increase visibility and promote all aspects of library serviceWrite 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 emergencyIncrease 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 assistance6. 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 informationLink to multi-lingual sitesMake links in both languagesDedicate a computer for e-gov useAllow catalog computers to be used for access to any .gov web sitePromote the Federal Depository Library ProgramBe 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 SchoolsEducate students in issues of government information and e-govPart of requirement for reference librariansExpanded government documents courseCurrently at the Columbus branch, Kent State gov docs class is a workshop not a full course61
62 Things government can do Amend & expand E-Government ActStandardize web sitesNotify libraries of new or changed services or programsBe aware of the impact of referralsTraining for librarians1. Amend & expand E-government Act of 2002 so libraries are recognized and supported in their role as e-gov providers2. 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 needs4. Be made aware of the impact of referrals put on library staffing and technology infrastructure5. 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 services62
63 OHIO RESOURCES WebJunction Ohio http://oh.webjunction.org/ohcenter Free resourcesLibrary managementTechnologyServicesCoursesGroup discussionFree resources for librarians through WebJunction OhioLibrary 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 staff2. Learn and share ideas about how to successfully integrate technology in your library. From purchasing new hardware to learning basic computer skills3. Services topics include customer service, interpersonal skills, information services, patron training, programming, workforce resources4. 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. 64
65 Project Compass Under Workforce Resources Project Compass workshops In counties with over 9.1 unemploymentPathfindersRegistration for July workshopsMany 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
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 connectionsResearch databasesFiscal and logistical support from State Library of OhioContracts for network management with Ohio Office of Information Technology1.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 LibrariesFederal Depository Library ProgramState Library of Ohio - regional depository library56 selective federal depository libraries70
71 State Depository Libraries State Library of OhioDigital collection46 general depository libraries96 legislative depository libraries71
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-upWithin the next week, you will receive a brief survey so we can access your information needs regardingE-government.Based on the results, additional programs may be planned.
76 The State Library of Ohio Contact InformationAudrey L. HallLibrary ConsultantThe State Library of Ohio274 E. First Ave.Columbus, OH 432016/20/2011