City’s computer system handles Web, phone, fax requests

While most local governments use personal computers as the main tool for delivering electronic government services, Denton, Texas, has expanded its definition of e-government tools to include the telephone, fax, handheld computers and wireless devices. The city has installed one computer system that residents can access with a variety of devices to answer questions, pay parking tickets and check building inspections.

Traditionally, when local governments want to offer services using several communication methods, they have to purchase and maintain an internal computer system to serve each method. For example, one system is needed to serve telephone users and another is needed to serve personal computer users. If each department needs multiple systems, costs begin to add up.

In November 2000, Denton contracted with Blacksburg, Va.-based Tele-Works to set up a system that residents could access many different ways and that would eliminate redundant computer systems in the city. First, the company created an application that allowed residents to pay parking tickets using a telephone or the Internet, and it installed a server to host the application. The software pulls information from the court’s database into Active Server Page-based applications and distributes the data to device-compatible Web pages. The software allows Internet, fax and telephone users to access the same information from the court’s database.

Next, on the same server, the city installed software that provides 24-hour information about city services, programs, codes and ordinances. That software pulls information from a database of 800 frequently asked questions provided by all city departments. Additionally, in April 2001, the city installed software that allows building contractors and inspectors to use mobile phones to access the Building Department’s database to schedule inspections, check results of inspections and designate fees for failed inspections.

If residents are using the city’s Web site to find information, the different applications appear as links on Web pages. Using a telephone, residents can access Denton’s information by calling one telephone number and dialing an extension for the appropriate application. Denton plans to continue introducing new uses for the computer system according to the needs of each department. Currently, the city is testing the addition of an application that accepts tax payments, and it plans to introduce a utility payment application next year.