E-gov outlook good, if done right

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

success:

* 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

basis.

* 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

is available.