E-gov outlook good, if done right
- By Dan Caterinicchia, Dan Caterinicchia
- Sep 13, 2001
There's a bright outlook for American e-government initiatives at all levels
as long as agencies go about them the right way—and that includes having
strong leaders and keeping customers in mind—according to panelists at
the 21st Century Commerce International Expo in Phoenix Sept. 11.
Jack Pellicci, group vice president for global business development
at Oracle Service Industries, said e-government efforts are only effective
if governments know their customers and understand their needs.
Pellicci, a retired Army brigadier general, is an expert on the subject
thanks to more than 30 years of government service and a dozen years at
Oracle. Government is the company's largest customer, accounting for 25
percent of its revenue.
Pellicci outlined a number of challenges facing e-government initiatives,
including infrastructure needs, security and privacy concerns, and a lack
of funding, but he said those can be dealt with through numerous keys to
* Committed leadership.
* Customer-centric processes.
* Integrated solutions.
* Strategic partnerships.
* Ease of use.
* Personalization features.
The Arizona government has been following these steps and has made great
strides in the online services it offers its citizens and employees, said
the state's chief information officer, Richard Zelznak. In addition to being
the first state to enable its residents to renew vehicle registrations online,
Arizona has several new initiatives planned for the next six months:
* The state is in the initial stages of electronically transferring
benefits information to the Social Security Administration on a nightly
* Officials are working with the Arizona Corporation Commission to move
filing information online.
* The Department of Health is moving vital records online.
* People can buy their own motor vehicle records online.
* The state is working to put a permit process in place to eliminate
engineering obstacles for broadband expansion along interstates, once funding