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7 <br /> candidates running for office, to find out when taxes are due, or to get the current tax valuation for <br /> their property. It is also possible to envision more highly interactive scenarios that would allow <br /> citizens to register pets, pay taxes, and register to vote from public computer stations located in <br /> supermarkets, malls, libraries, schools, etc., or from personal computers at home. <br /> Third, it should meet the needs of a smaller group of citizens who use and depend upon county <br /> services on a regular basis. This group includes attorneys, realtors, social service clients. developers. <br /> and environmentalists. <br /> Finally, the system must support a very small but important group --the County Commissioners. It <br /> must be able to provide them with documents in draft as well as final form and with flexible <br /> analytical data- especially financial data-that will allow them to make informed decisions when <br /> setting county policy. <br /> 1.2 Strategy <br /> A broad strategy that will lead to a system that can meet the needs of the constituencies listed above <br /> includes four key components. <br /> 1.2.1 Foundation/Infrastructure -Establish a coherent technical foundation in terms of equipment <br /> and software from which to begin a program of systematic maintenance and updates. Since all other <br /> improvements and additions are dependent upon this foundation, establishing it should be given the <br /> very highest priority. <br /> Foundation infrastructure includes the following. <br /> • A communications network based on nonproprietary standards, such as those included in the <br /> Internet and the World Wide Web. The network must have sufficient capacity to support both <br /> internal government operations and public access, including significantly expanded Internet and <br /> World Wide Web (WWW) access. Its design must enable it to evolve to meet future needs and <br /> to incorporate new and more powerful components, when they become available and as they are <br /> needed. <br /> • A collection of up-to-date personal computers for all county employees who need them. The <br /> first priority should be to upgrade all machines to a minimal maintainable standard(e.g., capable <br /> of running Windows 95, a common suite of office software, and network access software <br /> including e-mail and a World Wide Web browser). However, to meet future needs in a <br /> computing environment that is inevitably changing, the county must establishing a policy of <br /> systematic upgrades based on the different levels of computing capacity required by employees <br /> doing different jobs and on costsibenefits analysis. As a result, the county should anticipate that <br /> some fraction of this pool will need to be replaced each year. <br /> • A program of effective technical support and training. New hardware, software, and <br /> communications networks are of little value if they are broken and/or if users don't know how to <br /> use them effectively. Consequently, human support is an essential part of technical <br /> infrastructure. Several kinds of technical support services are needed. Timely response to system <br /> outages must be available. Training must be provided to both IS staff and county personnel <br /> regarding new hardware and software as well as more effective work procedures using upgraded <br /> equipment. Fast response help-desk services must also be available for users having specific <br /> problems, both through the telephone and on-line communication. <br />