- Transclucent to the User

GEM Team with Mayor

On Monday night, December 8th, the Seattle Police Department started to use Microsoft Exchange/Outlook for electronic mail. This culminated moving more than 11,000 City of Seattle employees, over 12,400 e-mailboxes, and 900 BlackBerrys from an older e-mail technology to the Exchange 2007 product. All of it “translucent to the user”.

I’ve previously blogged about project management, and specifically identifying and reducing risks in large technology projects (“the P-I test“). With this entry I’m highlighting somewhat different project management practices.  We used certain techniques to reduce the impact of the technology changes on front-line City workers such as firefighters, accountants, and street maintenance staff.

(In case you think I’m just tooting our own horn, I am, but I’ve also blogged about my biggest project failure and you can read about that here, too!). 

We called this e-mail migration project GEM, for GroupWise to Exchange Migration.

Not only was the project on-time, under-budget and delivering all of its objectives, but there were very few whimpers from most City employees at this major change in their work lives. How was such a change so seamless?  

Electronic mail is, arguably, the most important technology used by workers in almost any company today, whether government or private.  It has supplanted the telephone and even the desktop computer as the key tool for many workers to be productive and efficient. Decisions which might take days or weeks without e-mail can be debated and handled rapidly with e-mail communication. Management of front-line projects (streets, water, electricity), debates and decisions on policies, notification of events, press releases, scheduling, all occur with this tool. Most importantly, it is a primary way for constituents and customers to communicate with City workers and elected officials and the way for those officials to coordinate the City’s response. 

Of course, when anything is this valuable in your life, you are extraordinarily skittish when it is NOT available or about to be significantly changed.  Managing this “culture change” – in the working habits of thousands of City workers - is the elusive key to success in a technology project.

I won’t get into the current debate (war?) about use of internal e-mail versus a hosted service, or whether Google’s g-mail is better or more cost effective than the Microsoft product set. Because e-mail is so important in our work lives, and because many people use Outlook at home (or in a previous job) anyway, it was the right choice for the City of Seattle. Because many e-mail messages are sensitive, and since I have a skilled and dedicated set of employees to manage and operate it, we would not have it hosted or managed elsewhere. Microsoft Exchange/Outlook is an established product, well-supported, used by 65% or so of the organizations in America today.  And many many other applications (purchasing or human resource systems, billing and customer service systems) are written to use Outlook/Exchange for communication.

Here are the elements of success for GEM:

• Strong executive leadership. Mayor Greg Nickels fully supported this change, and every department director knew it. The nine-member Seattle City Council voted to fund the project ($4.9 million) after considerable, reasoned debate. These elected officials were able to articulate the rationale for making this change. This support helped immensely in cooperation for training, scheduling and acceptance throughout the Government.
• Strong project leadership. My deputy department director sponsored the project – she has formal and informal ties to many line departments, and she’s managed many brick-and-mortar projects (e.g. building Parks community centers). She chose a strong project director who is a hard-nosed negotiator, and a skilled project manager who pays attention to both people and details.
• Support. We chose, via competitive bid, a knowledgeable private partner – Avanade – to give us advice, skilled support and knowledge transfer. Avanade had helped many companies with similar conversions in the past, and performed in an outstanding manner for us.
• Training. We gave employees a chance to purchase Microsoft Office 2007 via the home use program, and 2,000 of them took that chance, thereby learning the product suite at home. A month prior to each department’s conversion, we told them how to prepare, for example, by deleting old e-mail and taking training. We offered training in classes, video and reading material for anyone from heavy e-mail users to people who just needed a refresher on Outlook.
• Communicate communicate communicate. We told all 12,000 employees at the beginning of 2009 what we planned to do (“to” them!)  One month out from their department’s conversion, we told them how to get trained and ready.  Two weeks out we communicated details via their management chain and via e-mail message. The day before conversion, each employee had a sheet of instructions placed on their chair. The day after conversion, technology staff chosen for their great “deskside manner” walked the halls and cubicles to answer questions and solve problems.  We had a skilled service desk / help desk and a special e-mail contact point. And all along we had a detailed, fact-and-fun-filled internal website with information, training, FAQ’s, and links to more resources.
• Skilled City employees. We already had a highly competent help desk, capable desktop support staff and experienced engineers supporting servers and storage and messaging system.  We trained and leveraged this skilled and motivated set of employees, coupled with Avanade, to do the technical work on the project.
• Finally – and perhaps this is most important, we drafted departments into the effort. Each department had at least one and usually a team of people who worked with the GEM project team to customize the training and conversion plan for that department’s unique needs. Police patrol officers use e-mail differently than Parks groundskeepers who are different than budget analysts who are different than electrical utility engineers. These “extended teams” in departments not only participated in the planning, but became natural advocates for overcoming problems and socializing the change in each department.

Leadership, communication, user representation, strong private partner, skilled and motivated technical staff – a GEM of a project, translucent to the users!

- Kurmudgeons and Kids

Bill Schrier: Mac or PC?

Oh gee, I think I’ve become a Kurmudgeon. Or maybe a naysayer. Or maybe just a Buttoned-Down Corporate IT Technocrat. Or maybe, and this is most frightening of all, PC – and I don’t mean “politically correct” – but rather the character played by John Hodgman in the “Get a Mac” advertisements. 

Bill's Draft Card and Blog

But I know I’m anti-establishment, because I marched and protested the Vietnam War. I actually participated in a sit-in demonstration. I crossed a police barricade during an anti-war protest in Madison Wisconsin (ok, so it was St. Patrick’s Day, I was drunk, twenty-three years old, on my way to work, and headed to get a cup of coffee to sober up – I still “crossed the line”, ok?). Gee Whiz, I almost burned by draft card (oh my gosh, am I that old, that I still have a draft card?)  How could a militant activist plebeian, farm-kid like me become the ultimate embodiment of “The Man“?

What happened?

Elections.

Yup, we’ve had a few recently in Seattle.

We have a new Mayor, a new County Executive, a new City Attorney, and two new City Councilpeople.

And they are all younger than me.

Worse yet, their campaign staff – who are now working on their transition teams – are college kids or twenty-and-thirty-something young people who have all these odd and annoying habits.

They use I-Phones. Gee, I can’t even spell I-Phone (correctly).  We corporate IT types use proper BlackBerrys or proper mobile phones that fold out when you want to talk.  (Although I did give my wife an I-Phone for Christmas – does that count?)

They use Macs. Yes, Apple Macintosh computers – (not the Ronald McDonald type of Mac).  We corporate IT types use proper Windows XP computers manufactured by prim and proper corporations like Hewlett Packard with proper advertising campaigns, thank you very much. (My always-suffering wife is a Mac person – does that count?)

They don’t use anti-virus software.  Anathema! Heresy!   My Chief Information Security Officer is writhing on the floor. There ARE viruses which affect Macs, he says.  And how about all those I-Phone (I still can’t spell it right) apps which are written by hackers and can be downloaded?  Oh wait, I-Phone hackers aren’t trying to create bot armies, they’re just trying to modify the software in the phone and bend it to their will.  Gee, does that make Apple Engineers and Programmers and Executives Buttoned-Down corporate IT types like me?

These kids – they tweet and twitter and blog and facebook (is that a verb?) and post video they take with their danged I-Phones to YouTube and create legends for their innovative use of cell phones to collect last minute ballots on election night. 

Where is my defense from all this anarchy?   Where is my official City of Seattle Information Security policy when I need it?   Where are my guidelines for the use of social media like Facebook and Twitter and Blogs (oh my)?  Where is that holy grail of all Chief Information Officers and Buttoned Down corporate IT types – “standards“? 

At least I can take comfort and wrap myself in my reduced budget (Macs and I-Phones cost more to buy and manage) and my economic development (gee, Microsoft DOES employ 40,000 people in the Seattle area and it DOES, after all, make software for Macs, too).

They are challenging my policies, these kids. They are challenging my assumptions. They don’t care for my technology standards. They have taught me how to spell iPhone.

They are challenging my very identity as the Chief Technology Officer for the City Government of Seattle.

And I love it.

- A Cop Killer and Broadband

Officer Tim Brenton

On Friday, November 6th at 1:00 PM, five thousand people gathered in Seattle to grieve for Seattle Police Officer Tim Brenton who was murdered in his police cruiser.  At 3:30 PM the killer was caught, after a week of diligent detective work, and through use of video technology.  This tragic incident illustrates why first responders need improved technology, including a modern 4th generation (4G) wireless network.

How do I make the leap from the heartbreaking death of a police officer to the need for more technology, and, in particular, a high-speed wireless network for first responders?

First, I’ll describe Brenton’s murder. Tim Brenton, a ten-year veteran of Seattle’s Police Department, was training a new officer, Britt Sweeney, on the night of October 31st. They were stopped at the side of a street in Seattle’s Leschi neighborhood, reviewing Britt’s performance in a car stop.

Another vehicle pulled beside them on the left side of the police cruiser, and opened fire on the officers at point blank range. Sweeney, on the cruiser’s driver’s side, ducked down and the bullets grazed her back, but the shots hit Brenton immediately killing him. The murderer backed up his vehicle, and turned down a side street, being careful not to drive in front of the police cruiser.

The murderer knew every police patrol vehicle had a digital video camera, but that it faced forward. He was careful not to come into the camera’s line of sight.

There were very few clues in the case. The wounded Officer Sweeney fired at the fleeing vehicle, but was unable to get a good look or description of it. There were no other witnesses. Despite tips flowing in, there was little information and, frankly, no good leads.

Detectives started to look for video clues. Seattle has very few video cameras observing streets or intersections, and the murder took place in a residential neighborhood. Every police vehicle has a digital video camera, but the cameras only record when the vehicle has its overhead warning lights flashing or when activated by the police officer. The video is saved to a computer hard drive in the vehicle and offloaded wirelessly when the vehicle returns to the precinct station. The video cannot be directly transmitted from the vehicle because no existing City or commercial wireless network has the bandwidth to do so.

The Seattle Police Department went to work, and examined video footage recorded by all vehicles patrolling that area of that City. Miraculously, even though the video cameras face only to the front to capture car stops and officer conversations with the stopped driver, detectives found a Datsun 210 in the background driving by several of the stops made by various police cars that night.

The detectives, unsure if the Datsun was even involved in the murder, but hoping for a break, broadcast the Datsun’s distinct profile and asked for citizen help to find such a vehicle. And, on Friday the 6th, police received a call of a Datsun 210 covered with a tarp in the parking lot of a suburban Seattle apartment building. They responded and when Charles Monfort walked out toward the vehicle, he pulled a gun on the detectives. He was shot and arrested. In his apartment detectives found the murder weapon as well as improvised explosive devices. Montfort has also been linked to a firebombing of Seattle police vehicles on October 22. 

Monfort had a vendetta against police officers, and undoubtedly would have shot more officers if he had not been caught. Finding him was the result of dogged police work, those videos, and a lot of luck.

What does this say about the state of first responder technology?  First, we need more video. Seattle does have two police vehicles which drive the streets with video constantly running, and using license plate recognition looking for stolen vehicles. But every one of more than 300 patrol vehicles has video. Digital video in police vehicles is a great boon to public safety – the video and audio of every car stop is recorded. This helps quickly resolve complaints from the public about police behavior, as well as providing evidence for crimes such as drunk driving.

But perhaps we should be recording more than just car stops, e.g. continuously recording as police vehicles patrol neighborhoods. And certainly we could use more video in high crime streets and other public spaces. The ability of such video cameras to deter and solve crimes is well documented, notably in the London subway bombings.

But Seattle and other cities have been skeptical and slow to adopt it, largely due to concerns about privacy.  In terms of privacy concerns, video cameras should only observe public spaces such as streets or parks. I’m an advocate not just for deploying more video cameras, but for making almost all such video available online for anyone to view, just like traffic cameras are available online.  The video is, after all, of public spaces, and having more eyes watching for crime not only helps solve or prevent that crime, but also provides some oversight of police use of the video.

Next, we badly need high speed, fourth generation (4G) wireless broadband networking for first responders. Congress has set aside spectrum,  and a number of public safety organizations such as APCO and the PSST have been working to build such a network.   Public safety organizations have even developed standards for such a network.  But funding obstacles remain in the way.

With high speed wireless networking, video from field units – not just police but fire, utilities, transportation vehicles – can be transmitted real-time to dispatch centers, to other vehicles and to emergency management centers. Such real-time video gives police and fire commanders, 911 dispatchers and elected officials a view into what is happening in the field, and will result in more rapid resolution of crimes such as Office Tim Brenton’s murder, as well as better deployment of field officers for any violent crime, problems around schools, hazardous materials, disasters such as hurricanes and earthquakes and terrorist incidents.

We got lucky solving Officer Tim Brenton’s murder. This incident is a call for action to put better video and wireless technology to work improving public safety.

- Open Cities

Open Cities and Social Media

In 1940 the French declared Paris an “open” city so the invading Nazi Army would not destroy it while capturing it. Today modern cities are starting to declare themselves “open” in slightly more trusting ways, by exposing their data and information to all citizens and, indeed, to anyone on the Internet. By declaring ourselves “open” we hope to marshal an army of citizens, developers and analysts to give us new insights into governing and better engagement with the people we serve.

I’ve had the opportunity to participate in a couple of fascinating conferences lately. One was the Open Cities conference sponsored by the Rockefeller Foundation in Washington DC. The other was “Future in Review”, Mark Anderson’s FiReGlobal conference held in mid-October, for the first time here in Seattle.

The theme is consistent: city governments, by opening their information, their data, their engagement processes, can generate a wealth of new ideas and understandings which make them more efficient and effective, and more robust, exciting places, with improved quality of life.

The old model, used for 250 years or more, is for a City is to collect as much data as possible about problems, its responses, services it provides and the general city environment. Then the typical city hires analysts or consultants – experts, if you will – to pore over the data and discern patterns. These experts then make recommendations for policy, action or changes.

Oh yes, we try not to forget regular citizens in this. We’ll present the experts’ ideas to citizens in public meetings for their “input”. And citizens can give feedback, one at a time, for two or three minutes each, in a public forum. A terrifying (or wonderful) example of this is a recent Seattle City Council budget hearing, 205 minutes of 2 and 3 minute mini-speeches, most focused on just one or two topics (cutback of Library hours) out of a $4 billion budget. If you have a spare three+ hours, watch it here.

Most such public hearings are very one-way – experts or city officials talking at people, citizens talking back individually to elected officials and experts. This is extraordinarily inefficient as dozens or hundreds of people “watch” the mini-speeches, while waiting their turn to speak. Far too much air time is taken up by one-issue, professional gadflies (“citizens in comfortable pants”), often with off-the-wall opinions not representative of most people. Almost as bad, often the only people with time or interest to show up are often homeowners and others who NIMBY (“not in my backyard”) the ideas, a negative dynamic. And this whole process is virtually the same as the process we used at the birth of the nation, in 1776, when our largest city was Philadelphia with 50,000 people.

Enter the Internet, and, more specifically, enter Web 2.0. All of a sudden, now in 21st Century America, there is tremendous computing power in the hands of ordinary people – smartphones, desktop and laptop computers. And those devices are connected, 24 hours a day, 7 days a week. Now you hear ordinary people talk about formerly obtuse technology concepts like databases and spreadsheets and pivot tables and Wi-Fi. And suddenly (at least in historic terms) there are millions of people and trillions of dollars involved in computing and software and development of applications.

In Seattle, for example, 84% of homes have access to the Internet. Nationally, there are 255 million cell phones , 21 million iPhones , and 101,000 iPhone applications . Cities are getting on the bandwagon. Many are publishing detailed crime statistics and even the details of 911 calls on their websites. You can find restaurant inspections and building permits and census statistics.

Public engagement, however, is still broken. We still hold public meetings with death-by-PowerPoint presentations and long lines of people trooping up to the microphone to give their 2 minute NIMBY mini-speeches.

Isn’t there a better way?

There are beginnings of better ways. Fedgov websites like Citizens Briefing Book and local sites like ideasforseattle allow some limited input online input from people – allowing people to post their ideas, view each others ideas, and rank them. More robust applications for engagement are emerging, from Seattle’s own Ideascale and companies like Athena Bridge. These applications allow people to shape ideas and develop them, commenting and ranking along the way.

But we need even more robustness – we need to bring such software to public meetings, so that, as officials or citizens are presenting ideas and talking, everyone in the room, or gee, anyone on the Internet watching the meeting, can be commenting, tweeting, and ranking, and the results are immediately displayed. The gadflies will quickly see their ideas have little public support.

In many other cases, obscure and even anonymous ideas and unique solutions to problems will emerge and be developed. Then, with open data feeds and citizen-developed applications, those solutions can be quickly tested against the real data published by a city which defines the problem. Almost as fast, options will emerge and consensus may develop on the right approach.

This new, emerging world of public engagement via the Internet and technology is not a panacea. It will take a lot of tweaking and mistakes before usable software emerges and public officials understand how to use it. And it won’t work in every case or to address every problem.

Yes, the hordes and armies of citizens are about to invade. So let’s declare our cities “open” and embrace them.

P.S. Those readers who are astute will make comments that Seattle is one of the major cities with no data.seattle.gov. Believe me, THAT will soon change!

- Great Recession? Opportunity!

Tech Trends on the Upswing

In my previous blog entry, I discussed some of the “downswing” trends in IT in local government. This column will be about trends on the upswing – gaining prominence and resources – in cities and counties. Most of this information came from discussions with CIOs of other large cities and counties around the country, held at the Metropolitan Information Exchange (MIX) conference in Albuquerque in September.

On the rise in local government are cloud computing or hosted services, public safety support, geo-location, award-winning websites, social media use (blogging, twitter, Facebook, YouTube), consolidation, hiring chills or freezes, the “greening” of IT and responding to climate change.

MIX members certainly are leaders in online services, as recognized in the Center for Digital Government’s annual best of the web awards. We are all driving more services online, but also struggling to make more data available for transparency and accountability. Those governments receiving awards are doing an exceptional job.

 ”Cloud computing” or hosted applications or software-as-a-service (SAAS) are finding fertile ground in government, although only the seeds have been planted – just a few applications are sprouting. Bill Greeves, CIO of Roanoke County, Virginia, has been a leader in this field in government, especially with his Muni Gov 2.0 initiative. Bill is also a fellow blogger here on Digital Communities.

As the budgets of IT departments are cut, they no longer have the staff or resources to support applications, sometimes even mission critical ones. Many of us are therefore hosting new applications such as job application or payroll systems in the cloud. The City of Seattle will probably implement both applicant tracking systems (although with budget constraints, jobs are few and far between!) and customer relationship management systems “in the cloud”. Besides ease of support, placing applications “in the cloud” also results in regular software upgrades and predictable costs.

Most MIX cities and counties are not cutting public safety or fire/emergency medical services departments. The City of Seattle, while cutting over 300 city employees in 2010, is preserving the number of firefighters and increasing the police department by 21 officers.

And support for public safety systems such as computer-aided dispatch (CAD) and records management is growing. A side effect of this growth is geo-location or automated-vehicle-location (AVL). Many local governments have implemented it for fire departments and it is seeing increasing use in police, transportation and utilities. AVL allows dispatch of the closest unit to a request for service, shortening response times. During disasters or major incidents, the incident commander and emergency operations center can quickly see and coordinate the deployment of units from many different disciplines to the scene. As one example, the City of Seattle just implemented a new CAD for Police which includes a mapping component showing not just unit locations, but active calls, waiting calls and completed requests.

Social media are seeing an explosion of use (duh!). Social media include blogging, online video (e.g. YouTube), twitter, mashups (data display on a map), and “friend” sites such as Facebook. Every MIX member is trying to figure out how to use these new technologies but at the same time comply with the web (pun intended) of laws for local government, including records retention and public disclosure while somehow preventing degeneration of public comment into the gutter often found in comments on newspaper articles. The City of Seattle just implementedd a series of social media policies, and is robustly using blogs and Twitter, as well as video and Facebook.

Again, Bill Greeves and the Muni Gov 2.0 crew are actively holding meetings and discussions in Second Life, another use of social media.

Next, I’ll mention climate change. Some amount of debate continues to swirl around this topic – is global warming real or not? Is it caused by humans, or flatulating cows? This whole discussion is actually irrelevant. The fact is the public – and their elected officials – are demanding climate-friendly reductions in greenhouse gas emissions, which, by the way, also reduce our use of and dependence upon foreign oil. Mayor Greg Nickels of Seattle just had the 1000th city (Mesa, Arizona) sign the Mayors’ climate protection agreement, an initiative he started in 2005. Bottom line: climate change is something IT departments need to address, too.

Then there is “green technology”. I’m a notable skeptic that technology can ever been “green” (see my blog entry on “gray technology”) although e-recycling programs like Total Reclaim in Seattle are recycling 99% of TVs and computer monitors. Every MIX member jurisdiction is working on green tech. Some of this is almost inadvertent, e.g. lengthening replacement cycles of desktop and server computers due to budget cuts. But other initiatives are quite proactive such as installing power-management software on desktop computers (e.g. from Verdiem), virtualization, and reducing the use of paper. In the future we will probably demand to know which manufacturers and vendors are kindest to the environment and use the lowest carbon emissions in production of their products.

As Rahm Emanuel has stated “You never want a serious crisis to go to waste“. Those of us who are CIOs in local government are trying to balance reduced budgets, make staffing cuts and yet meet the increasing demands for technology by line departments in our governments. And we’ll continue to share our good ideas through organizations such as MIX, publications like Government Technology and Public CIO magazine, and blogs such as these on Digital Communities.

We won’t waste this crisis!

- Downtrends in City Tech

Assoc of City/County CIOs

MIX, the Metropolitan Information Exchange, recently concluded our annual conference in Albuquerque. MIX is a group of about 55 CIOs of major cities and counties. The conference is always good, not just for its presentations, but particularly for the hallway and brainstorming conversations about issues and trends in local government information technology. In this blog I’ll highlight some of the 2009 “down” trends in local government, and in the next blog entry, later this week, I’ll write about the “up” trends.

Some trends or strategic directions seemed to be common to all our governments. These included the need for executive support and leadership, the desire of our cities and counties to be “high tech” to attract tech businesses for economic development, and the need for a voter ROI or “voter return on investment”.

The “voter ROI” is perhaps the most fascinating of these trends, although it is really not new – its always present in government. Voter ROI refers to the need for information technology projects to improve the operations of city government and to translate into votes at the ballot box for elected officials. Just as the ROI in a private business is measured by the profit of the company, the success of a government is measured by improved constituent/customer service, and THAT in turn is measured by the satisfaction in that government by voters who elect their mayors, county commissioners and city council members. Not every project has a voter ROI, but at least some of them must.

Executive support and leadership for IT projects is related to voter ROI. Strong Executive sponsorship is one of the two or three critical success factors in all IT projects everywhere, whether in government or private industry. As MIX members shared their success and failure project stories, we saw that a CFO who was interested and continually supporting a new financial management system, or a police chief supporting an upgraded radio system, or a City manager supporting a consolidation of IT staff, are the key factor in those projects’ success.

Some trends are downswing trends – initiatives or functions receiving less emphasis and less funding. These include budgets, staffing of IT units, disaster recovery, “big” projects, travel and training. Every local government has been hit by declining city/county revenues and consequent need to conserve and reduce.

Last Friday I presented the budget of my department – the Department of Information Technology at the City of Seattle, to the Seattle City Council. The video of that experience is online here, and the budget is online here. We’ll be reducing our $59 million budget by $3 million in 2010 and reducing our staffing by 12 full-time equivalent positions to 205 jobs.

Other local governments are experiencing similar difficulties. Steve Ferguson, the new CIO in San Jose, reports that City has experienced nine straight years of cuts and reductions, starting with the dot-com bust which hit Silicon Valley in 2001. Steve Reneker, CIO of Riverside reports his City cut its technology staffing from 72 to 55 people and scrapped a VoIP project. Joe Marcella in Las Vegas has reduced his IT shop from 100 staff to 72 since 2002, all by attrition, along with salary freezes for executives and most staff. Other MIX members have similar stories, especially in California and Arizona where government in general is in more dire circumstances.

Besides staff reductions, about half of the MIX members are freezing salaries (at least for management) and furloughing staff for 5 to 10 days a year, which is effectively a salary cut. Most of us are lengthening replacement cycles for desktop and server computers and network gear. We’ve renegotiated or are recompeting telecommunications and service contracts.

Particularly troubling are reductions in disaster planning. This is primarily due to simple lack of budget because disaster recovery is not an “immediate” need. Disaster planning is one of those extras you never need until, well, disaster strikes!

Budget crises are a logical time to consolidate IT in governments and save dollars through standardizing, and at least one of our cities, Tucson has done it and one large county is planning a consolidation. But MIX members are also concerned about “de facto decentralization”. As the resources and people of central IT departments are cut, service levels will drop, and the line departments (parks, utilities, police/sheriff, human services) tend to develop “shadow” technology support. Employees who should be doing policing or running community centers start doing technology support because they cannot get adequate support from the IT department. Individual employees or work units start buying their own cell phones or computers. Individually, such costs appear small, but those individual purchases don’t take advantage of the bulk buying power of a whole government, or the efficiencies of standardization.

In my next column I’ll talk about some of the technology trends which are on the “upswing” in local government, including public safety support, cloud computing, social media (blogging, twitter, facebook), the “greening of IT”, and with a new emphasis on online services, accountability and transparency.

P.S. I also have the honor of being President of MIX in 2009 – 2010.

- Politics and Technology

Mayor Greg Nickels

On Friday August 21st, Mayor Greg Nickels of Seattle conceded defeat in our 2009 primary election. In an eight-way race for Mayor, he came in third. Joe Mallahan and Mike McGinn, both running their first races for elected office, received more votes than Greg in the August 18th primary.  The general election is November 3rd.  Come January 1st 2010, there will be a new Mayor in Seattle.  As CIO and a Department Director, I work directly for the Mayor.  On January 1st, either I’ll have a new boss, or Seattle will have a new CTO/CIO and I’ll have a lot of free time on my hands.

“Technology is driven by the business need.”   That’s a mantra for CIOs everywhere, whether we work in government , the private sector or at a non-profit.  As a CIO you can work in banking or manufacturing or a federal government agency or in a foundation or at a hospital.  In every case, the primary purpose of your business is not technology, but rather creating a product or delivering a service.  You, as CIO, use technology to make the organization more effective and efficient at its business, to give it a competitive edge.  It’s a wonderful job, CIO. You get learn and understand the business.  In my case, that’s permitting and utilities, emergency management and firefighting, entertainment (Seattle Center, parks) and policing, transportation and land use – all the products and services of the City government of Seattle.

And, as CIO, you are deeply involved in technology, which is full of innovation and constant change as IT moves ever forward.  And the CIO gets to marry the two, bringing the wonders of technology to the business of governing. 

Leaders change everywhere, and often suddenly.  Companies are bought and sold.  Non-profits expand and contract.  Businesses are born and die.  But only in government are your leaders elected, and do you get to watch the fascinating process of political campaigns, the ebb and flow of debates and public forums, the expose’ of news stories and endless mudslinging and chanting of blogs and newspapers and websites.  I have to admit that the vigorous debate and entertainment value of the political process is a significant portion the compensation I receive as Chief Technology Officer in Seattle. 

As Seattle’s CTO/CIO, I’ve not been one who believes technology and politics are separate.  I do NOT believe technology is “above” or “outside” politics.  As a private citizen, outside my job and away from my official duties, I’ve been involved in that political process.  I’ve engaged with candidates for many different offices, exploring a bit of their philosophies about the intersections of politics and governing and technology. 

The march of day-to-day business of Seattle’s City government and the use of technology in government will continue unchanged through this transition between Mayors.  The e-mail will keep flowing, the Seattle Channel will keep broadcasting.  The customer service systems will churn out utility bills and the financial management systems will process receipts and payments and general ledger entries.  We’ll continue stringing fiber optic cable and expanding the intelligent transportation system.  The service desk will answer calls for tech help and there will be dial tone when employees pick up their telephone sets.  The IVR (interactive voice response) will still process phone calls for help from constituents and the website www.seattle.gov will continue to expand and grow with services and information.  

If anything, our challenge continues to be the $72.5 million dollar general fund budget deficit.  Our water and electric utilities face financial challenges as great as the generally funded departments.  The Department of Information Technology will be smaller next year in both budget and staffing.  In developing that budget, I’ve tried to preserve core services plus a little staffing and funding for harnessing the ever-changing landscape of technology for the City’s use. 

Leadership – political leadership from Mayors and Governors and Presidents – does make a difference.  From a technology perspective, we are seeing that in Washington DC today, with a massive thrust towards transparency and accountability via the Internet and web.  We have a President who embraces change by using a BlackBerry and pushing his government to use Web 2.0 tools, blogs and online policy forums.

 Very recently, Seattle City Council member Bruce Harrell, who chairs the Energy and Technology Committee, laid out a vision for embracing similar change in Seattle.   In Seattle, our website www.seattle.gov has twice won “top municipal web portal” (2001, 2006), our municipal TV channel 21 has twice received top honors for municipal television programming for a City our size (2007, 2008) and regularly receives Emmy awards.  We’ve embraced blogs, with an announcement this week of CityLink, multiple blogs on City department sites, linked together into a blog roll-up.  We have police and fire and other departments tweeting the latest news.   We are on the verge of municipal broadband (Mayor Nickels was NATOA’s Broadband 2008 Broadband Hero of the Year).   We have mashups showing Fire 911 calls, transportation traveler’s information and My Neighborhood Map.   We are wrapping up a ten-year, $20 million replacement of Law-Safety-Justice technology systems which has and brought new computer-aided-dispatch systems, computers and cameras to police and fire vehicles, and an integrated police-law-court system.   This year we will finish a wholesale upgrade of the entire City government to Microsoft’s Office 2007, Active Directory and the latest version of Exchange/Outlook.  There are many other accomplishments I could mention.   They are the direct result of having smart city employees, good managers, and enlightened leadership in our departments.

But these investments are also the result of having a City Council and a Mayor who see the value of technology and support its application to the business of government.   It does make a difference who is elected.   Those who want to see government more efficient and effective, and who want to apply technology to improve government, and to make it more accountable and transparent, need to be involved in the political process of electing leaders who will make that happen. 

In Seattle, over the next 50 days, that’s what I’ll be doing.

- Fibering, UnFibering America

On August 25th I had a chance to participate in a workshop at the Federal Communications Commission discussing what should be in the National Broadband Plan. The FCC is charged by the President and Congress to create that plan by February, 2010. To that end, they are conducting a series of workshops to gather input.

The workshops are the standard fare of a government sausage-making machine. The usual vaudeville performers with their usual songs-and-dances protecting their usual patches of the stage and their seats in the theater called the telecommunications market. There are very few representatives of city and county governments, but lots of representatives of “industry”.

On the other hand, I’m heartened by the Obama administration’s choices to lead the FCC. Julius Genachowski is the new FCC chair and is one of the primary authors of the broadband portion of the “stimulus act” (ARRA). Admiral Jamie Barnett is the new Chief of the Public Safety and Homeland Security Bureau. He listened intently during the workshop, and the staff of that Bureau appears to be genuinely engaged and interested in this task.

These are all good signs that, with the National Broadband Plan, we’ll not get the usual lowest-common-denominator beaurcratized pabulum, but something truly visionary – a roadmap to take the United States from its present second-world Internet infrastructure to an electronic network suitable for the remainder of the century.

In my mind – and this was the essence of my talk – that roadmap is simple: build a fiber optic network to every home and business in America. As that network is built, create a fourth-generation wireless network on top of it by placing radio towers at key points throughout the network. I’m sold on fiber optics because of its virtually limitless capacity. As electronics improve, new switches and routers can be replaced on a fiber network, driving it to ever higher speeds. Signals from multiple different competing service providers (Internet, television, video, music, security, telephone etc.) can ride this network, just like anyone’s car or trucking company can ride the public highways.

Telephone and cable companies will oppose this vision tooth-and-nail. They have immense investments in existing copper-cable networks and will want to wring every last dollar of profit from those networks. But those copper cable networks are old and slow, literally dinosaurs in the world of fiber optics. South Korea, Japan, Singapore, Australia, Paris, Sweden, Amsterdam, see the value of fiber and are investing in both municipal and national networks. If we listen to the copper-wire-dinosaurs, the United States will continue to fall behind.

A fiber network has numerous advantages. I’ve already mentioned the potential to break the telephone and cable monopolies which grip our present electronic infrastructure. By fostering competition, we’re not only going to be improving service, consumer choice and reducing prices, but we’re being “capitalist” in the most fundamental meaning of the word.

Really high speed fiber networks have the potential to transform our world – literally. Homes and businesses will increasingly have high-definition television sets. By adding high-definition television cameras to them, along with a fiber network, every home becomes a video studio. Telecommuting, tele-education, tele-medicine, video telephony all become possible. Virtual classrooms from home, routine visits to the doctor, and video-calls with family all could improve our quality of life.

Furthermore, with true two-way, high-definition video a possibility, perhaps we can coax people out of their automobiles, to attend classes via video, to telecommute and conduct business at home, traveling less. This, in turn, means greater productivity, less time wasted in traffic jams, less consumption of precious gasoline, fewer greenhouse gas emissions and less dependence on foreign oil. And that means improved homeland security.

This transformation simply echoes previous transformations in our history, where the telegraph allowed long-distance communications between cities or continents, the telephone allowed homes across the nation to be interconnected for voice, and the internet brought the web, e-mail and social networking into the lives of almost every American. We’ve done this before – and it has always changed America for the better, serving as an engine of economic development as well as making us more safe and secure. We’ve built national telegraph and telephone networks, and, more recently, the Internet. We’ve built national broadcasting networks for radio and television and cable television. We’ve constructed cellular telephone networks and public safety radio networks. We’ve built the national highway network and then the Interstate highway network. Sometimes we’ve built these networks with entirely public investment, sometimes with entirely private investment, and sometimes a combination of the two. Wise regulation and spectrum management by the FCC has often paved the way. And we can do it again, if the National Broadband Plan is innovative and visionary.

Will the FCC and the Obama administration have the vision, the innovation, the leadership and the guts to be this bold?

Additional Information:

• My thanks go to the Association of Public Safety Communications Officials (APCO) for sponsoring my attendance at this workshop. APCO has 15,000 members and is the largest organiziation with a mission to improve communications for our first responders.
• The full schedule of FCC workshops is here.
• My presentation is on slideshare here.
• A more complete version of this blog in essay form is here or link to it in the essay box at the right side of this post.

- Higher Tech Policing

Dubuque Police Department

A long time ago in a city far far away I was a street cop. A police officer working the beat. It wasn’t a large city – Dubuque, Iowa – 65,000 people and probably 60 or 70 policemen. Yes “policeMEN”. The first women were hired into the Dubuque PD while I was there, and I – at 5′ 9″ and 170 pounds – was one of the smallest cops on the force.

In those days, technology was not really part of an officer’s life. Times have changed, they REALLY have changed. The Seattle Police Department has just implemented a new Computer Aided Dispatch (CAD) system which is fundamentally altering policing at the City of Seattle – the “SPIDER” project. Technology is now – literally – at the right and left hand of virtually every cop – and firefighter and emergency medical tech.

When I was on the street, my primary technology was the radio in my police cruiser. The voice radio was (and still is) the lifeline for public safety officers on the street. But, in the 1970s, when I walked out of the car, I also walked away from that lifeline. We didn’t have handheld or portable radios, nor did cell phones exist. If there was a problem when we were away from the car, we depended upon each other to “drive by” and check on us (and cops still do that), or on a citizen to use a land-line telephone to notify dispatch. That was scary.

Now police officers carry a handheld radio, and a lapel mike, and every Seattle radio has an emergency button which, when pressed, alerts dispatch center that the officer is in trouble. The emergency alert triggers a display of badge number on the dispatch console. The radios can communicate with officers throughout the region. And automatic vehicle location (AVL) shows the location of every police and fire apparatus in the City. All of this tech doesn’t mean policing is easier or safer than it was in the 1970s – on the contrary, there are new issues and dangers, which I’ll mention a little later.

We did reports by hand, on paper. We filled out index cards for car stops. And every call to police/fire emergency was logged on a card with a timestamp. When we wanted to get information about a license plate or driver’s license, the dispatcher looked up the info in a set of file cards or – this was really high tech in the 1970s – typed the request into a teletype machine for someone in some far city (like Des Moines) to look up on their index cards.

Now, things are much more high tech. First, people call 911 for emergencies. 911 is virtually ubiquitous in the United States, but barely existed in the 1970s. The police call-taker immediately sees the ANI/ALI (automatic number identification / automatic location identification) associated with your number. The call taker immediately enters all the information about the call into the Seattle Police Department’s new CAD (software written by Versaterm). [Fires or emergency medical calls are "hot transferred" from a police call-taker to a fire dispatcher, who enters the information into a Seattle Fire CAD, and you can actually view some real-time information about Fire 911 calls online here].

Dispatchers then dispatch the 911 call to an available police unit. An electronic map shows the location of every 911 call which is in-progress or waiting, the locations of police units and their status (free, working a call, etc.). A double click on a map icon brings up information about the call or the unit. Records management (also by Versaterm) is similarly automated, with reports now written electronically on laptop or in-vehicle computers directly by officers. A wide variety of information (e.g. address) is automatically verified, and the report is uploaded wirelessly.

The state-of-the-art in Seattle Police is even more high tech. Every patrol car has a digital video camera; every car stop is recorded, including the audio of the conversation from a wireless mic carried by the officer. Special license-plate-recognition vehicles (wirelessly connected to national databases) cruise the streets looking for parking scofflaws and stolen cars. Officers with BlackBerrys or their in-car vehicles can easily search for online information – a far cry from that teletype machine.

We are actively working on even higher speed wireless networking in the 700 MHz spectrum, which should allow two-way high-quality video transmissions to/from field units, including video from private security cameras in banks and stores. Fire units already carry electronic versions certain sorts of building plans, but in the future those building plans could be quickly updated to show the locations of hazardous materials or the detailed configuration of a school.

I’m certain high-tech has increased public safety through more rapid sharing of information, and has improved communications and therefore officer safety. This comes at a price, of course, and not just in dollars.   I’m not quite sure how dispatchers and police officers and firefighters stay current with the skills required to dispatch, provide policing, fight fires and provide emergency medical, AND also learn all this technology.  It is a challenge!

And officers today face dangers on the street which I never dreamed of in the 1970s – significant drug use, gangs, potential terrorists, and criminals who specialize themselves in using technology for identity theft, stalking, and crimes against children. I’m glad my experience as a police officer is behind me – I’m not smart enough or quick enough on my feet to face the challenges of the street today. But I hope – by continued wise application of technology – we can make cops, firefighters and the people they serve a bit safer.

- Gray, not Green, Technology

No, this is not "Gray" Tech

No, “Gray” technology doesn’t refer to the color of my hair (what little remains of it) nor does it refer to the aging of the workforce. “Gray” technology refers to the decidedly mixed blessings of technology, and specifically the impacts of the ubiquitous and ever-expanding use of technology on the environment. I don’t believe there’s very much green (good for the earth) tech, nor ugly (bad for the earth) tech, but there is a lot of “gray” tech.

I recently spoke to the GFOA – Government Financial Officers Association conference in Seattle about “Technology – Savior or Curse for the Environment?”. The bean counters (I say this with affection, you GOFAites, since you also control and manage my budget!), are surprisingly interested in not just technology, but green technology, as long as it has a decent return on investment (ROI). Increasingly, finance officers are willing to count environmental benefits, not just hard dollar savings, as part of that ROI.

Many people see technology as a savior of the environment. A couple examples: Paper. The “paperless office” has been a stalwart of technology magazines (there’s an oxymoron) for years.

The thought is simple: with e-mail and electronic storage of documents we could eventually eliminate use of paper, saving trees and therefore forests. But forest acreage hasn’t changed much in the last 100 years, and has actually increased by 14 million acres since 1977.

Furthermore, the process of recycling paper products is highly refined, albeit water and energy intensive. Nevertheless, reducing paper use is a noble goal, and the City of Seattle certainly has embraced it through a “Papercuts” campaign, and through a proposed 20 cent tax on plastic AND paper grocery bags.

Travel. People travel a lot, via planes, trains and automobiles. Travel uses a lot of energy and burns a lot of fossil fuel.

You’d think the advent of telephone conference calling, the Internet, electronic mail and now webinars and similar tech should lead to electronic meetings and telecommuting (which is not prevalent in government, but that’s a blog for another time). Therefore we could hope for reduced trips via car or bus or airplane.

Reduced travel has many positive effects – smaller carbon tireprints, reduced greenhouse gas emissions, lowered traffic congestion on highways, less pollution of the upper atmosphere, reduced use of scarce oil, less dependence on foreign oil, a wiser foreign policy, eventually world peace (ok, maybe that’s a stretch).

Nice vision, very hard to realize.

People like to work in groups. They like to see each other face-to-face. They like to watch each other squirm and sweat under pressure. They like to watch facial expressions and have sidebar conversations.

Perhaps a future generation of workers who grew up tech savvy can easily and productively have meetings via webinar and telephone conference call. More likely, we’ll eventually (despite the recent atrocious criteria issued by NTIA for the Broadband stimulus projects) get really high speed fiber networks, two-way HDTV, and true telework and video telepresence.

In the meantime, we’ll continue to jump in our cars (airplanes, buses) and travel to face-to-face meetings spewing fumes all the way.

So is technology really the “savior of the environment?

Technology is noxious. At every stage of its lifecycle, from birth to death, technology has awful side effects.

Technology contains scarce minerals mined from the earth. It uses a lot of plastic (plastic comes from oil, right?). It takes a lot of water and toxic chemicals to make electronic components. An integrated circuit or chip factory uses as much water and power as a small, not-very-green, city.

Using technology is injurious, both to the environment and to people. Data centers consume great amounts of electricity (using coal and oil and producing greenhouse gas again), as do all our little electronic gadgets like the laptop computer I’m writing this on or the BlackBerry I carry close to my heart (in my back pocket).

Human beings were not designed to type on keyboards, sit and stare at screens for long periods, or even to sit at all (think carpal tunnel syndrome, junk food, obesity, lack of exercise).

And then there is the disposal of technology. When is the last time you’ve had a cell phone fixed? Or, when Microsoft finally obsoletes that operating system (Windows 95, 2000, XP etc.), how many people actually do an upgrade? Most just buy a new computer, because the old one is too slow for the new operating system anyway.

Where does this old tech go? Generally, we ship it overseas where it is ripped apart (by low-paid workers in unsanitary conditions) for the small pieces that are valuable, and the rest goes into a landfill in a third world country. We’re getting better about this recycling of course, but we’ve got a long ways to go.

Green technology. Yeah, right. Such a thing won’t exist until we have organic computing and chips grown on trees (pun intended).

But I’m a “chief technology officer” and of course I’m a tireless advocate to apply technology to make government more efficient and effective, and to improve services to constituents.

But let’s not blithely call it “green”. And let’s also recognize that not every business problem benefits from application of more “gray” technology.