A Seamlessly Integrated City Government, Part 3: Transformation

Philadelphia has been transforming into a high performance government in slow but deliberate steps.  Several key initiatives have been and will continue to be responsible for moving the City forward towards a future state where constituents receive the highest quality of service and the lowest costs.  Some of these initiatives have the potential to establish or enhance automated integration within business process domains across the City.  Enterprise architecture (EA) can be leveraged to understand the impact of these and future initiatives in the City’s efforts to achieve the mayor’s strategic plans and fulfill his vision of a high performance government.

Several City departments and agencies have far reaching strategic plans to change the City for the better, including the Philadelphia City Planning Commission, the Police Department, and the Mayor’s Office of Sustainability, just to name a few.  This post will focus on initiatives that provide opportunities and solutions that move the City towards seamless integration.

Managing and Measuring Consistent Performance

PhillyStat

PhillyStat defines, measures, and tracks the mayor’s goals, working with departments and agencies to set performance targets and measure overall performance.

Philly311 Contact Center

The Philly311 Contact Center services customers of Philadelphia by providing courteous, fast, and accurate customer service, resulting in transparent access to government information and services.

Improving the City Business Application Portfolio

The City is taking steps to update its portfolio of aging business applications by prioritizing several key systems for replacement.  These new or improved business applications have a significant impact on several City departments and agencies.  Some of the departments and agencies impacted by these efforts are focused directly on providing constituent services and ensuring the safety of the public (e.g. 311 Contact Center, Licenses & Inspections, Department of Streets, etc).  Other departments and agencies impacted by these improvements provide broad support for all of the City’s efforts (e.g. Human Resources, Office of Innovation and Technology).   The business applications being modernized will be integrated with each other as well as with existing systems.  The City has an opportunity to transform the way that processes impacted by these applications are executed by ensuring that those processes are integrated.

Architecture Guidance and Governance

Enterprise Architecture (EA) provides guidance and governance throughout the design, implementation, and improvement of technology solutions.  EA provides a strategic approach to innovative technology solutions by:

  • Translating the City of Philadelphia’s (the City) vision and strategy into effective enterprise change and provide guidance to leaders of change projects.
  • Creating, communicating and improving the key principles and models that describe the City’s future state and enable its evolution.
  • Guiding the implementation of reliable, interoperable and sustainable technology, information, solutions and business processes in use by The City.

One aspect of the guidance provided by EA is to ensure that new solutions leverage or implement reusable components and build solutions in an integrated manner.  EA directs solutions to avoid the complexity and costly maintenance of point-to-point integrations between applications, where highly specialized code is created to connect systems.  Service Oriented Architecture (SOA) models and enables the integration of business activities (e.g. code enforcement, customer relationship management, and workforce management).

Implementing business applications integrated through SOA will create an environment where the City has a single view of each customer and customers have a composite view of information and services from the City.  When a customer has a single consistent view of the City’s information and services, she will be able to seek out and receive municipal services more easily.  When the City has a single view of each customer, the City will be able to deliver more proactively the services each customer needs.  Ultimately, integrating the City’s business application portfolio through SOA will enable a customer’s interaction with one City agency to trigger the delivery of specific services from another agency.

 

Back: Part 2: A Clearer View of the Future

#phl #EntArch

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