Australia's National Local Government Newspaper Online

ONLINE SERVICE DELIVERY By Jackie Gill*

What's in the online world for Local Government?

This is the key question for the 800 odd Local Government authorities around Australia, all of whom are battling to understand what role the Internet will play in their futures.

Most Councils know about the Internet and the World Wide Web and many have web sites, however there is still little real knowledge as to why and how to optimise the benefits and opportunities of the online world.

Local Government is a service provider and manager. It manages the services necessary to enable the town, shire or city to function smoothly and efficiently.

Local Government is made up of three main stakeholders &endash; the ratepayers who contribute to a centralised fund, which is administered by paid officers, who respond to policy and direction from elected representatives. The secondary stakeholders are the State Government which is responsible for the Act under which Local Governments operate, and other government agencies, both Federal and State, which conduct business through the local Council. The other main stakeholders are the representative groups such as State Local Government Associations and the Australian Local Government Association.

Thus there are a number of relationships built up by a Council. The main ones include the following

• Councillors to officers and vice versa
• Councillor to councillor
• Officer to officer
• Councillors to ratepayers and vice versa
• Officers to ratepayers/residents and vice versa
• Council to State Government agencies
• Council to representative body and vice versa

Effective communication is critical to ensuring efficient collaboration within Council and with Council stakeholders. There are many ways in which online technology can make communication and commerce more resource and cost effective. Elected representatives have to listen to their constituents and make decisions on behalf of the people.

Online technology gives many opportunities for engaging residents in dialogue and consultation. The online world gives residents access to Councillors 24 hours a day seven days a week, without having to play telephone tag.

Types of communications available across the Internet include the following.

Web page

This can include personal details, photographs, personal philosophies and platforms, opinions on current issues and a feedback form. This form can be emailed directly to the Councillor or printed out for faxing or posting.

Discussion board

A forum available on the Web 24 hours a day. People can go into it and follow a thread of discussion, and add a comment or opinion. It can be 'moderated' which means that content is not up loaded to the Web until someone has checked it. This could be attached to the Council web page or a Councillor's page.

Live Chat

Councillors could be available at allocated times to have online discussions about issues of interest to residents. This is in 'real time' and an excellent way of getting constituent feedback on issues before voting.

Feedback Form

A form which encourages residents to forward opinions and ideas to Councillors and staff. The form could link to Council information, such as planning bylaws and policies relating to current issues.

Email

Email has many benefits for communications. Direct 24x7 access to officers for relaying resident's issues or comments, or obtaining information. Councillors could create email lists of constituents or particular interest groups and send them regular information. Press one button and it goes to all on the list, with attachments as necessary &endash; saving mailing costs and fax time.

Information

Council information can be put onto the Web in a 'digital library'. Councillors can use the Internet for all the necessary information for decision making that currently goes out photocopied.For instance, minutes and agendas can be published to the Web and accessed by computer at home.

The file would have 'hot links' in it which takes the reader immediately into reference documents, such as the original application or the bylaw involved, file (past minutes and resolutions about the issue), cadastral map (the location) or other organisation (other stakeholders) which is involved. This would save many hours of photocopying multiple copies of reports; agendas, minutes and addendum information, saving stationery and staff time.

* Jackie Gill is General Manager of HarvestRoad

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