Technology is now at the core of government and permeates the
delivery of services and the operations of government. Waves of
technological innovation result in fairly predictable management
challenges for government, such as getting technology project plans
developed and funded, training the work force and managing to results.
Information Services (IS) department is dedicated to providing the City
with an operational foundation for going forward with all technology
initiatives, and ensuring consistency, compatibility, and integration of
major system components while at the same time providing the resources
and knowledge to minimize redundancy and waste and maximize functional
capabilities. The Information Services Department provides various
technology services including systems operations, support, management,
implementation, and integration that assist in meeting the current and
future organizational goals and objectives of the City of Littleton.
The following is a list of the services provided by the City's
Information Services Department. The services covered include: Data and
Knowledge Collaboration; E-Government; Emergency Operations; Geographic
Information System (GIS); Mobile Computing; Organizational; Process
Improvement; Security; Standardization; and System Integration. The
services listed have been sorted alphabetically and do not necessarily
represent a rank ordering of services in terms of priority.
Data and Knowledge Collaboration
- Provide an enterprise data architecture that allows data
and knowledge sharing from a common repository or set of defined
interfaces/ middleware that permit reuse of information and data
resources across the City and to a limited extent to the public, and
minimizes redundancy and waste.
- Provide a document management and imaging solution for many
departmental uses that will help achieve data and knowledge sharing
across the City.
- Support the use of Intranet and Internet technologies for
communication and collaboration on tasks related to the Library, Museum,
and other groups who need to interface with other agencies.
- Provide the capability to use Intranet and Internet
technologies to provide City services and access to information to
internal and external users via web browsers.
- Save time, money, and natural resources by reducing paper processing.
- Work with City departments to streamline City workflows.
- Make the City an easier government entity to access.
- Provide technologies to reach out across the "digital divide" to all citizens.
- Provide general guidelines and principles for planning,
managing and coordinating the overall response and recovery activities
of the Information Services Department before, during, and after major
emergencies and disaster events that affect the City and its information
Geographic Information System (GIS)
- Provide a common repository and set of tools and
technologies for geographic-based information that allows the sharing of
data between systems via defined interfaces and procedures.
- Provide the capability to use a centralized database
containing all major data elements and maps for GIS-data sharing and
- Provide the capability to access primary technology systems
from remote locations using wireless technology and ordinary laptop
computers and hand-held devices.
- Use browser-based Internet/Intranet tools and technologies,
and internal SQL databases, to permit access to back-office systems or
internally develop applications without necessarily having the full
application loaded on the client computer.
- Provide a centralized technology support function that
compliments departmental autonomy for systems and technology by using a
departmental organizational structure with well-defined roles and
responsibilities, policies and procedures, and a project management
- Provide dedicated technology support and specialized training for mission-critical operational functions.
- Eliminate and/or minimize paper forms and manual processes
as part of the City's standard operation and moving toward an
enterprise-wide integration of people, processes, and technologies.
- Provide the capability to use Intranet/Internet technologies
to help facilitate financial transactions such as electronic banking,
on-line bill payment, for taxes and utilities, and other monetary
- Centralize a work order system that can be used by multiple
departments for managing resources and scheduling tasks and projects.
- Use a project management methodology for performing medium and large-scale projects.
- Use on-line tools for trouble reporting, project requests,
and resources allocation and project scheduling and project status
- Provide a set of guidelines on citywide information security
since computer information systems and networks are an integral part of
business processes and services at the City of Littleton.
- Protect the City's investment in computer information systems and networks.
- Safeguard the information contained within the City's computer information systems and networks.
- Reduce business and legal risk.
- Protect the good name of the City of Littleton.
- Administer a City-wide technology Standard Operating Environment (SOE).
- Use the same technologies and solutions for similar operational needs without multiple, redundant systems.
- Utilize a robust Intranet and Internet technical
architecture to provide integration of back-office/ departmental systems
and to provide a communication channel, internal and external, for
- Upgrade or replace many older systems that represent
antiquated technology and move toward a totally integrated operating
reoccurring theme throughout this list of services is the desire to
transition to the use of Internet and Intranet technologies to provide
services to citizens and City of Littleton employees. The use of these
technologies can help the government to deliver services better, faster,
and cheaper. Technologies, like the Internet, can help the government
to be more efficient and responsive.
Digital Government is the term used to describe the
intersection where the Internet, citizens, and government come together.
Digital Government is the place where citizens, and for that matter
employees, manage their relationships with their government, where
businesses and government meet as trading partners, and where
governments themselves transform the way they do business.
Digital Government is a transformation or a shift in the
government culture. It is a shift from strictly counter delivery of
services during "regular" business hours to the delivery of services
when, where, and how the citizen, employee, or business wants those
Government does not require citizens to figure out how the government
is structured and who they go to for specific services. It offers
seamless access to services regardless of the government structure.
Basically, Digital Government is an environment that is safe and
welcoming for citizens, businesses, and employees to do business with
their government, or employer, at a time and place of their choosing.
This future challenge of becoming a Digital Government is
supported by the "City of Littleton Technology and Information Systems
Operations and Strategic Planning Study" which was commissioned by the
City and developed by Whittman-Hart, Inc. in September of 1999. The most
supportive statement comes from the section titled "Proposed IT Project
List" from Proposed Project #29. This is a project for the City
Managers Office titled "City-wide Internet/Intranet Environment." In the
project description it states "This is probably the most important
project the City has in its current priority list."
support for this future challenge comes from the "City of Littleton
E-Government Initiative Feasibility Study" commissioned by the City and
developed by EPC Services-Conseils, Inc. in September of 2001. This
document states that "the City of Littleton embarked on this
[E-Government] Study [to explore ways] to deliver services more
efficiently to its citizens and its employees, to save time and money
and natural resources by reducing paper processing, to streamline its
workflows, accommodate public demands for more and faster service, to
make the City an easier government entity to access, to help internal
and external communications and to reach out across the 'digital divide'
to all citizens."
It is fair, at this point, to conclude that the transition to a
Digital Government is the biggest future challenge facing the City of
Littleton. Most, if not all of the technology initiatives should be tied
to this future challenge. However, technology is not the answer to this
challenge; it is part of the process; it is an enabler.