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A Publication Featuring The
Information Services Technology of Maine State Government
| Volume V, Issue 9 |
September 2002 |
|
Governor King Recommends Managers "Sharpen Their Technology
Ax"
By Mary
N. Cloutier and Mary K. Silva
Starting his remarks to conferees1, Governor King relayed
Abraham Lincoln’s response to the following inquiry: "what would you do if you
have only two hours to chop a cord of wood?" Lincoln’s response was that he
would spend the first hour "sharpening his ax". Governor King’s keynote
speech, offered ten points to help managers "sharpen their technological ax",
and move into the digital world – even if they were English majors in college!
- Be a user: Managers cannot delegate hands on experience with technology.
- Use your own agency’s Web site:
With credits to MBNA, Governor King suggested
managers "Think of yourself as the customer" when accessing the agency’s
Web site. Is the process (to obtain a license or information) cumbersome, or long? 65% of
users quit part-way through processes they start.
- Hire people who are passionate about being technology Web site users:
Employees also
should be passionate about public service.
- Don’t take no for an answer:
Experts may say "it’s impossible",
but managers are responsible for performance.
- Keep your agency’s Web site simple and usable:
Seek the right balance between
lowering costs, and providing services/information. Technology often can significantly
reduce costs. For example, the Maine Revenue Services has calculated it costs $3.50 to
process a paper tax return, and $.75 to process an electronic return, (which is more
accurate, because of imbedded routines which identify errors prior to submission).
- It is all the "gov mint" in the eyes of the public:
Citizens do not care
about the levels of government when they want to register their car. Governor King urged
his listeners to "negotiate the stovepipes on behalf of the public" as
demonstrated by the Rapid Renewal program (http://www.informe.org/bmv/rapid-renewal/
) which remits fees to both the Secretary of State and municipalities).
- Information Technology is only a tool:
Governor King reminded listeners,
"citizens want holes, not drills" when they visit State Web sites, so deliver
what is really needed!
- Never be afraid to ask dumb questions:
Managers are responsible.
- Anticipate, cogitate and innovate:
Think about what is next. The public needs the
good ideas demonstrated in other states, and at conferences. Think about how, and what we
are doing here in Maine. Hold focus groups, solicit others’ opinions. Continually
think about how to improve service to citizens.
- Be the bridge between the public and technology: Harness technology to involve
and serve the public, and make it understandable and easy to use.For example,as of the
final tally, about 110,000 people cast votes for the Maine quarter through Governor
King’s Web site, versus 7,000 calling or faxing! (See (http://www.maine.gov/quarter/)
1. attending the Digital Government Conference held at the Senator Inn
7/31/02
[ Up ] [ Breathe Easier – Air Quality Web Site ] [ Challenge for September ] [ The Data Facility Never Stops! ] [ GIS Aids Oil Spill Response ] [ Governor King Recommends Managers "Sharpen Their Technology Ax" ] [ Governor Receives Lifetime Achievement Award From Center for Digital Government ] [ John McClintock - Teacher, Administrator, Counselor, Author, Businessman, IS/IT Professional…Anomaly? ] [ Lessons Learned From the SMTC Computer Lab Fire ] [ Leveraging Technology to Meet Training Requirement ] [ Lobstahs and Thistles ] [ MS-TAMS Maine State Museum $25 gift certificate prize winners ] [ Presidential Memo On The Importance Of E-Government ] [ Right Brain/Left Brain Comparisons and Their Impact on the Workplace ]
