Item 15 - Response to Citizen Status of Electronic City City Hall
AGENDA REPORT SUMMARY
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,
TO:
Honorable l\uyor and Members of the City CoulIcil
James L. Bowersox, City Man~
Robert L. Thomas, Director of Community Services
Patrick R. Foley, Principal Management Analyst
FROM:
INITIATED BY:
DATE:
October 26, 1993
SUBJECT:
Response to Citizen - Status of Electronic City Hall
ABSTRACT
At the September 21, 1993 City Council meeting, Mr. Larry Cruse requested an update on
the electronic city hall concept. The City staff is monitoring the latest developments
in the use of fibre optics and telecommunications. This report contains the latest
development taking place in the electronic field. Staff is recommending that the City
Council review and file this report.
ENVIRONMENTAL REVIEW
This item is not subject to CEQA review.
FISCAL IMPACT
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None.
ADDITIONAL PUBLIC NOTIFICATION AND CORRESPONDENCE
Additional notification sent to Robert McRann, Cox Cable TV; Ann Burr, Southwestern
Cable TV; Sally Hazzard, County Library; and Larry Cruse.
RECOMMENDATION
It is recommended that the City Council receive and file this report.
ACTION
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AGENDA REPORT
CITY OF POW A Y
TO: Honorable Mayor and Members of the City Council
FROM: James L. Bowersox, City Man~
INITIATED BY: Robert L. Thomas, Director of Community services~
Patrick R. Foley, Principal Management Analyst~-
DATE: October 26, 1993
SUBJECT: Response to Citizen - Status of Electronic City Hall
BACKGROUND
In June 1993, Time Warner, the corporate parent of Southwestern Cable TV,
announced it was laying the foundation for one of San Diego's first links to
the information super highway. It will build a 60 mile ring of fibre optic
cable through San Diego's downtown -and northern communities. According to
Time Warner, the network will be completed in 1995.
The company also plans to improve Southwestern Cable TVs system to bring
hundreds of television channels, interactive services, and video telephones to
the company's customers within five years.
Teleport Communications Group, which is owned by Cox Communications and Tele-
Communications, Inc., has already been building a fibre loop throughout the
downtown region. Teleport Communications is expected to open its super
highway first. Teleport currently operates fibre optic systems in Los
Angeles, San Francisco, and New York.
When the fibre optic systems are completed, cities will have access to the
full range of telecommunications, video, and computer services via a cable
company's fibre optic networks.
FINDINGS
On February 23, 1993, the staff presented the City Council with a report on
the 24-hour city hall kiosk (Attachment A). The kiosk houses a 24-hour city
hall system by merging the PC with a laser disk player and software. Local
governments have started using the technology as a tool for delivery of
information and services to as many people as possible.
ACTION:
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Agenda Report
October 26, 1993
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For example people can obtain information on when refuse collection is
scheduled on their street or when the next City Council meeting takes place.
The information is available in the form of videos, images, sound, and words
in a computer with a touch sensitive screen housed in a kiosk.
The staff is currently evaluating site locations for these kiosks. Two
potential locations are Creekside Plaza and the new library.
Also contained in the February 23, 1993 report to the City Council was an
update on interactive information services. Interactive services provide
households with a wide range of entertainment options, the ability to shop
from home, and to obtain financial, travel, educational, and governmental
information.
Under the terms of the Cox Cable franchise, the City is to be wired with fibre
optics. According to representatives of Cox Cable, Poway is being wired with
fibre optics and the system should be completed by December 31, 1993. On
February 23, 1993, the City Council directed staff to work with Cox Cable to
research various types of interactive systems for implementation in Cox's
Poway service area after December 31, 1993.
The staff is working with the County Library on the establishment of the
Internet Connection via the Poway Library computer terminals. The Internet
is a global network of computers formed by the government to connect
universities, research labs, and military complexes in the near future. A
patron will be able to sit at a personal computer in the Poway Library, issue
a request for information, and have the network route the request to libraries
across the globe. The system can retrieve in a matter of seconds a collection
of card catalog citations that would have taken months to find. Full text
retrieval is still very limited but may be possible in the next few years.
The County Library software vendor, Data Research Associates, currently is
marketing access to the Internet. The staff and the County will be evaluating
their access capabilities and costs in the near future.
The County Library staff is developing a schedule for the establishment of a
dial-access to the library system from homes and offices. A number of public
and academic libraries have been doing this for several years. This will be a
viable and convenient information access mode, and will extend information
access beyond the library's circumscribed hours.
The staff will continue to monitor and analyze the new technologies as they
become available. When it is economically feasible for the City to utilize
these new technologies, the staff will bring back a report to the City Council
for the implementation of the electronic city hall.
ENVIRONMENTAL REVIEW
This item is not subject to CEQA review.
FISCAL IMPACT
None.
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Agenda Report
October 26, 1993
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ADDITIONAL PUBLIC NOTIFICATION AND CORRESPONDENCE
Additional notification sent to Robert McRann, Cox Cable TV; Ann Burr,
Southwestern Cable TV; Sally Hazzard, County Library; and Larry Cruse.
RECOMMENDATION
It is recommended that the City Council receive and file this report.
JLB:RLT:PRF:sf
Attachment:
City Hall Kiosk
(C:\WPWIN\AGENDA\CA8LETV.CTZ)
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THE 24-HOUR CITY HALLTh< LOCAL GOVERNMENTS
Following axe desaiptions of many of the 24-Hour City Hall installations in cities and
counties in the United States. For more information about each project, contact the local
government project leader listed for each. . .
KANSAS CITY - CITY HALL IN THE MALL
The Kansas City system. entitled the "City Hall in the Mall", was inaugura~ in
September, 1988. Visitors to the Bannister and Metro North shopping malls were the first
in the nation to have their city government literally at their fingertips with these touch-
screen computers. Two other kiosks axe now located in the City Hall lobby and the
convention center. The information available covers the City's general information data
bank. neighborhood orj;"nt"",rions, representatives at local, state and national levels and the
City's online bulletin board. The bulletin board information includes City Council agendas,
biographies of Council members, upcoming City events and the schedule of the .
government access (cable TV) channel.
The eight main menu categories that a citizen first encounters on the screen axe drawn from
the "most asked" questions received by City departments. They are:
HELP wrrn PROBLEMS
COMPLAINTS
FUN TIMES
YOUR OPINION
CITY GOVERNMENT INFORMATION
CITY SERVICES
LICENSES, PERMITS AND TAXES
MISCELLANEOUS
If the user touches the main menu selection HELP WITH PROBLEMS, another"set of
submenus appears with such topics as Health, WeIfaxe, Shelter, Elderly and Disabled.
Human Relations and Courts. Quite a few topics have a full color video and audio track to
augment the text information. The kiosks offer printed output and can be remotely updated
from a m~ter system located at City Hall.
Reaction to the City Hall in the Mall can best be summarized by Mayor Richard Berldey's
co=ents at the dedication ceremony: "This is an exciting use of computer technology, and
Kansas City is one of only two cities in the nation to have s9mecmng like this. The amount
of information in the system is truly impressive, and the service will be available whenever
the malls axe open. I think Kansas Citians are going to have fun using th= computers and
they're going to learn a lot about their city."
For more information about'Kansas City's "City Hall in the. Mall," contact:'
Rich Lovett
Data Processing Division
City of Kansas City
414 East 12th St.
9th Floor
Kansas City, MO 64106
(816) 274-2167
Attachment A
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HILLSBOROUGH COUNTY - THE 24-HOUR COURTHOUSE
One of the motivating factors to install the 24-Hour Courthouse was the County's
tremendous growth in population (29% from 1980 to 1986). Hillsborough County wanted
their widely dispersed population to be able to "talk to the County". They had already
augmented their Action Center with the Fact Rnder, an automated voice mail system that
provides recordings of County information to the public. The information they decided to
make available at remote kiosks included Fact Finder general County information, job
listings and application procedures, legislative issues, recent bids and awards and
information on local, state and national representatives.
The eight main menu categories for the 24-Hour Courthouse are:
GENERAL INFORMATION
ANNOYANCES/COMPLAINTS
LEISURE SERVICES
UPCOMING EVENTS
HUMAN SERVICES
ESSENTIAL SERVICES
UCENSES AND PERMITS
YOUR COMMENTS
The submenus provide further breakdowns. For example, LEISURE SERVICES breaks
down to Special populations, Regional parks, Libraries, Recreation, Athletics, Museum
and Youth sports while ESSENTIAL SERVICES covers Traffic control, Waxer/waste
water, Garbage and Emergency services. The most requested categories have been
"Upcoming Events" and "General Information."
The fIrSt kiosk was located in a mall that is accessible to the north and northwestern
residents df the County - including a large number of young professionals and new
residents. The second kiosk is a mobile unit that was first located in a library in an area of
the County that has .always felt they have not received their fair share of county services..
Survey information recorded on the kiosk by users indicates that:
- 85% thought the system was easy to use
- 54% found the information they needed
- 64% had never gone to a county office for seIVices or information
- 87% would reco=end the system to others
Larry Brown, former County Atim;n;~trator, has summarized. the County's early
experience with this project by pointing out that a key issue, providing improved citizen
access to information, is effectively addressed and that the 24-Hour Courthouse represents
an inexpensive way to get information to. taxpayers.
.
For more information about Hillsb9rough County's "24-Hour Courthouse," contact:
. Sandra Charbonier
Di=tor, Action Center
Hillsborough County
419 Pierce Sl
Tampa, FL 33602
(813) 272-6698
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MERCER ISLAND, W ASHlNGTON - ISLAND EPICENTER
Mercer rsiand is a sID3ll community with a population under 21,000 and an active citizenry
which demands high quality services. It is connected to Seawt' by a floating bridge and has
more than 7000 households. Island. Epicenter was created to improve communications with
the public and make it more convenient for citizens to do business with their local .
govenunen~ .
Once Council and city staff agreed to have a 24-Hour City Hall, the need for an alternative
funding source became apparent. A partnership was easily established with Quality Food
Centers (QFC). a local grocery that is open 24 hours a day. QFC agreed to fund the
. hardware and software and provide a space in their store. They also built an ilttractive kiosk
to house the computer equipment. The city agreed to fund development costs., long-term
system improvements and maintenance.
The kiosk b-r~""" active in February. 1990 and offers the public over 100 files of City and
community information in addition to the QFC grocery's directory. Many menu choi9CS
offer a short video giving a visual and audio introduction to City services. facilities and
parks. Examples of easy accessible information include: the how-to's of obtaining licenses
and permits. City Council meeting schedules and recreation programs. .
The main menu categories offeced at the kiosk are:
WEBRE TO TURN
CURRENT EVENTS
QFC
NEW RESIDHITS
HAVING FUN
YOUR CITY AND SCHOOLS
PERMITS & LICENSES
GROWIH MANAGEMENT
GROwn! MANAGEMENT is a dynamic citizen interactive link that cbanges as
community "bot" topics change. The QFC section contains the store directory. Plans are
to add information on store specials, recipes and scboollunch menu alternatives.
Mayor Elliot Newman emphasizes that The Island Epicenter:
- Provides citizens with an innovarive way to get fast. accurate infmmation about local
govenunent and their community.
- Improves the visibility of City services and programs to a'variety oflocations.
- Doesn't require the user to have computer literacy because of the user friendly
touchs=en..
- Provides a unique and dynamic multimedia environment througb video. audio and high
quality graphics.
In, the future. Mercer Island wants the 24-Hour City Hall tobccome even more powerful
and interactive, allowing people to pay for services such as class registrations, utility bills
or building permits. Mercer Island intends to let their citizen's needs for quality services
drive continued enhancements to their 24-Hour City HalL .
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Mercer Island will provide direct assistmce with implementing the 24-Rour Ciey Hall to
other governments. For more information on the Island Epicenter or support, contact:
Mr. Fred WIlmuth
Director of Development Services Department
City of Me= Island
9611 S.E. 36th P.O. Box 1440
MercerIsland, W A 98040
(206) 236-5300
.
DURHAM COUNTY, NORTH CAROLINA - INFONET
Durham Couney, has a population of 200,000 covering some 299 square mil~s in central
North Carolina. The project resulted from a challenge by the couney manager to use
technology to facilirare co=unications between the couney and its citizens. Recognizing
the potential, the county commissioners quickly approved the cost for the two
microcomputers, the software, modems and the kiosk. A decision was made to focus on
information via graphics and text, so a videodisc is not included.
On February 22, 1990, Durham County citizens were presented with INFO NET. Citizens
can learn about couney agencies, commissions and boards, elections, employment
opportunities, services, events and c=nt issues. Users at the Northgate Mall start with
eight top-level menus:
VITAL STATISTICS
EVENTS, ELECTIONS, & REFERENDA
COMMISSIONS, BOARDS, ETC.
GUIDE TO LOCAL SERVICES
AGENCY INFORMATION
CURRENT BOND-FUNDED PROJECTS
EMPLOYMEL'IT OPPOR11JNITIES
INFONEr SURVEY
For example, AGENCY INFORMATION includes: General Government, Co=uniey
Services, General Services, Human Services, Water and Sewer Utilities and Public
Protection. Each has a further breakdown (HiIman Services includes Public Health, Social
Serv.ices and Mental Health..) The INFONET SURVEY will enable users to help
determine what changes are needed to make the system more beneficial to citizens.
Public reaction has been outstanding with over 75 % of the users saying that the system is
helpful and enjoyable to use. One particular citizen co=ented on how proud he was of the
couney for offering a service based on such an innovative use of technology.
The Couney looks forwatd to expanding INFONET to the next level of interactive and
transactional applications. For further information, contact:
. .
Mr. James Schaffner, Director or
Ms. Dottie Hannen
Management Information Systems
201 E. Main St., Judicial Bldg., 6th Floor
Durham, NC 27701
(919) 560-7000
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PHOENIX, ARIZONA - PHOENIX AT YOUR FINGERTIPS
In late November, 1990. "Phoenix at Your Fmgertips," a multimedia guide to city of
Phoenix services and programs, was dedicated at Metrocenter MalL A second kiosk was
also introduced in the lobby of the Phoenix Central library. Mayor Paul Johnson pointed
out that "this is an excellent example of city government working smart. We can provide
citizens consistent, accurate, up-to-date information about activities, procedures and
services of the city of Phoenix. Information can be updated quickly and economically and
made available outside of city hall;" TIlls project is one result of a co=unications package
designed to keep the citizens of Phoenix better informed.
Phoenix at Your FIngertips offers information on more than 200 city programs and services
at the touch of a finger. The system is bilingual., offering the customer the abillry to interact
with the kiosk in either English or Spanish. The videos and text files provide information
on everything from fishing within the city limits to fair housing; from how to get various
licenses and permits to the various kinds of assistance for those in need; from co=unity
centers to crime prevention; from neighborhood. cleanups to Ciry Council districts. The
main menu categories are:
OUR TOWN
FUN IN PHOENJX
CITY SERVICES
UCENSES & PERMITS
MON1BL Y CALENDAR
HUMAN SERVICES
IN THE NEIGHBORHOOD
YOUR CoMMENTSIPHONE DIREcroRY
Early results show that use at each site is exceeding the goal of 30 screen touches per hour.
While English-language users have opted for the FUN IN PHOENIX section, those who
have chosen to use the Spanish version have looked into the HUMAN SERVICES section,
pointing up the fact that the system is serving the needs of the city's broad population base.
Citizens have reacted enthusiastically to "Phoenix at Your FIngertips" because it is
innovative, interesting and.. above all, not bureaucratic. They look forward to more
interactivity with the system.
The city hopes to make additional units available through corporate co=unity service
sponsorships. For less than $15,000, a corporation could sponsor a kiosk in a location of
their choice. FuOJre plans also call for the implementation of new interactive/tranSactional
applicatioris. For more information, contact: .
Susan Coffroth
Public Information, 6th Floor
City of Phoenix
251 W. Washington St.
Phoenix, AZ 85003
(602) 262-6213
PLANO, TEXAS - MUNICIPAL CENTER IN THE MALL
The "Municipal Center in the Mall" was implemented as an effort to enhance
communications about the Oty of Plana, Texas to its citizens and visitors to the
community. The new service was jnaugurated on April 30, 1990 at the Collin Creek Mall,
an important center in this community of 130,000 which covers 55 square miles bordering
nearby Dallas. nus service has proven to be an extremely positive contact with municipal
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government for many of the citizens of Piano. The public's knowledge about local city
services and affairs has expanded rapidly due to the extensive a.mOunt of infOImation on
this system which is conveniently located at this large, indoor malL Citizens begin to.
explore the Municipal Center in the Mall through the main topical menu that offers
information on: .
CITY GOVERNMENT
NEW TO PLANO
LEISURE ACTIVITIES
VIDEO SELECTIONS
KIDS STUFF
COLLIN CREEK MALL INFO
TOURIST INFORMATION
YOUR OPINION, PLEASE
Creativity and innovation are keys to the success of the PIano system. For example, KIDS
STIJFF is an interest-getter that entices parents and kids to playa word. game called
MATCH 1HE WORD or lets them map out a route to a fire using 911 ROU1E. VIDEO
SELECTIONS enables the user to access one of the 50 videos, such as FIREWORKS. .
FIREWORKS, the most popular of the videos, educates citizens on fueworlcs' restrictions
through a coloIful and dynamic presentation.
Collin Creek Man plays an important'role in tliis venture. In exchange for having the Mall
di=tory on the system, the Mall absorbs rent and power costs while maintaining the area
around the kiosk. The Municipal Center in the Mall has been busy. with a record number of
"s=n touches" - 20,979 - in December, 1990. Videos were viewed over 1800 times.
during the same period.
The on-line survey - YOUR OPINION. PLEASE - has provided some good. feedback. For
example, in November, 1990: .
-128 people used the Center for the first time.
- 58% were residents Orjust moving to PIano.'
- 69% said they would use the Center again.
- 61 % of the users were over the age of 21.
The City would like to extend the Municipal Center in the Mall to interactive and
transactional applications such as registration for Parks and Recreation programs and
paying fines and utility bills.
For more information, contact:
Dr. Susan Beckley.
Director of Public Information
P.O. Box 860358
, PIano, TX 75086-0358
(214) 578-7315
ORLANDO, FLORIDA - ORLANDO A TO Z
"Orlando A to Z" is the fIrst phase of the City's interactive computer system designed to
bring government closer to the citizens. The fIrst 24-Hour City Hall kiosk., a mobile unit,
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was installed in November, 1990 in the Orlando City HalL Aft= a month the unit was
moved to a Senior Center and will also go to the City's recreation administrative center. A
second kiosk is in a new inform.alion center at Orlando Fashion Square maIL
The menu of available information is an "A to Z" listing that includes such topics as Arts
and Culture, Water and Sewer, FlIC, Police and many others including one for "Your
Comments". Citizens. like the system because it helps them get directed to the inf=anon
they need or tells them where to go for services in a no pressure, experimentil
environment. Orlando city departments are.also enthusiastic about "Orlando A to Z" and
compete vigorously to get mOte information on the system. This new public a=ss
technology:
- Provides citizens with a fast, innovative way to get accurate infotmation ~bout local
. government and the co=unity. .
- Improves the visibility of City services and programs.
- Takes advantage of the touchs=n theteby eliminating the user's need for computer
.literacy. .
The system has proved to be an effective presentation tool for basic, local government
infotmation such as agency names, addresses and phone numbers. It can be used CO track
citizens' interest about various topics and issues. Inform.alion updates are done weekly at
the kiosk.
For further information on "Orlanqa A to Z", contact
Mr. Mike Rhodes
Senior Aide to the CAO
City of Orlando
400 S. Orange Avenue.
Orlando, FL 32801
407-24&2221 .
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