Technology: a challenging tool for improved government effectiveness.

• Author: Esser, Jeffrey L.
• Position: Editorial

The rapid and extensive merger between computer and telecommunications technologies is quickly changing the ways in which governments manage their activities and provide services to their citizens. The increasing power of computers, software, and their linkages in local, national, and international networks is creating a revolution in the way information flows within and between governments and has added both flexibility and complexity to the procedures used to provide government services.

The enhancements in computer and software technologies have resulted in new ways of collecting, storing, and analyzing information. Recent advances in imaging and indexing systems allow more and more information to be maintained in quickly accessible formats, reducing the cost and space required to store the information and effort required to retrieve it. Advances in mapping technologies allow for the development of geographic information systems that give public officials a larger and better integrated picture of their jurisdiction and help coordinate public works, zoning, and other civic improvement projects. Advances in software languages themselves allow for rapid prototyping of complex programs and improved implementation through the use of more powerful databases and reusable code.

Increasing on-line access through the Internet and other telecommunications services provides greater distribution of information more rapidly and at lower cost. This helps public officials improve communication with citizens, staff, and vendors. Government officials also can discuss problems and possible solutions with colleagues from other governments. Many local and state governments and agencies now have home pages on the World Wide Web. Federal and state legislation and regulations are routinely posted on the Internet, offering citizens greater access to government. A number of local jurisdictions are providing improved citizen access through the use of kiosks and automated voice-response services. Some states offer on-line tax filing and fee and license payments, and future advances in electronic commerce promise widespread expansion.

For all its advantages, however, the technology revolution poses significant challenges. The complexity of the technology and speed of its change make it difficult to understand and evaluate applications before they become obsolete. Large systems, for example, may take years to implement - during which time hardware and software...