EBIZ-2100 Assignment 3
E-Biz uses in the Government

 

As part of the Reinventing Government Initiative of the 1990s, the Federal Bureaucracy began its makeover...

From: A vast and diverse, poorly interconnected collection of functions whose focus was largely on internal operations, 

To: A connected set of interactive performance based customer driven organizations that match or exceed the best in business. A ìcustomer drivenî organization is defined as one that maintains a focus on the needs and expectations, both spoken and unspoken, of customers, both present and future, in the creation and/or improvement of the product or service provided.(Source: National Partnership for Reinventing Government)

Talk about high hopes! The fact is, though, great behemoths of previously unresponsive task focused government operations like the IRS are hot-and-heavy in the middle of a modernization effort that will revolutionize the way government serves its citizens, now referred to as its "customers" What will they think of next!!

The modernization effort is threefold, involving all of the following:

  • A reworking of the philosophy behind the mission. [Example: The mission statement of the IRS used to center on "collecting the right amount of taxes", whereas now it involves "helping taxpayers meet their tax obligations" by educating the taxpayer about his responsibilities and working with him to help him comply with the law...Not your fatherís Internal Revenue Service, is it?]
  • A refocusing of the priorities of those who serve in government...Visionary leadership and buy-in and participation of the entire organization. (Michele J. Bartram, www.WebPractices.com)
  • A retooling of the infrastructure to promote performance of the mission.

    • This is where ebiz steps up to the plate.

Ebiz provides the tools government uses to carry out its mission.

How?

First the old news:
  • Transaction Processing Systems
  • Office Information Systems
More recent developments:
  • Customer facing technologies via 
    • Informative and interactive web sites
    • Touch-tone telephones
    • Interactive voice response
    • Streamlined business processes
  • Performance and results based management using: 
    • Information Reporting Systems
    • Executive Information Systems
Coming attractions:
  • The Paperwork Reduction Act of 1995 mandates that the Federal government convert to increasingly paper less operations that will completely transform its interactions by 2010.
  •  As the younger, technology savvy generations take over the reins of government from their technophobic elders, they will dazzle us as previously unimagined possibilities will be realized.
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