Abstract
In the private sector, the growth in interactive, online technology use has already disrupted many private industries, from medicine to finance to entertainment. Interactive, online technology has empowered consumers, giving them more choices and better information, which has in turn transformed global business. Now it is clear that government services are in the process of a similar transformation. Government agencies face unique challenges in implementing interactive, online technology, and understanding best practices can be a challenge. In this chapter, the authors describe their first-hand experience helping government agencies build advanced online dispute resolution systems. They focus in particular on two case studies: transitioning property tax appeals from a paper-based process to an interactive online process and introducing interactive online technology into the courts. Through this examination, they (1) highlight the unique challenges we encountered and (2) make recommendations for government agency decision makers from the lessons we learned.
TopChallenges Faced By Public Agencies In Utilizing Interactive, Online Technology
Ten years ago, proposals to move government services onto the web were perceived in many circles as elitist. Because computers and internet connections were expensive, it was thought that spending public resources on internet projects would benefit only those affluent enough to afford access. This “digital divide” was a compelling enough concern to delay investment in internet-based service channels for many public agencies. But as the cost of access has come down, and internet access has become more ubiquitous (particularly through mobile devices), concerns about the digital divide have faded.
Key Terms in this Chapter
E-Government: The application of information and communications technologies to the tasks and responsibilities of agencies and institutions within the public sector.
Cloud: A concept for technology design where software and data are hosted remotely on servers located somewhere on the public internet, not locally on an individual’s home computer.
Uptime: The time when a software platform is working fully and is accessible to users.
Mainframe Technology: A model for technology design popular in the 1970s and 1980s where computing power and data was centralized in a single large platform and accessed remotely.
Application Programming Interface (API): A mechanism for web-based software platforms to exchange data without requiring manual human per-exchange input or initiation.
Software as a Service (SaaS): A model of design for technology projects wherein platform functionality is hosted remotely and delivered to end users on demand via a web browser.