2: Citizen Self-Service

Provide anytime, anywhere access as part of the planning, design, and delivery of services.

Other Information:

Self-service is a critical piece of eGovernment, allowing customers access to services and information from multiple locations at any time. Among the most frequently cited needs are: - Web-enabled services, electronic forms, and online transactions - Enterprise bill pay system for all County applications and services - Online authorizations and electronic signatures - Services provided at multiple, remote locations - Expanded wireless access Measures and Evaluation Activities: To have 84% or more of County residents satisfied with online service delivery Focus group discussions with citizens regarding self-service opportunities provided/launched Compare County online services offered via MecklenburgCountyNC.gov with a baseline of other local government service providers. Basic usage data (number and ratio of online transactions, adoption rate of new service)

Stakeholder(s):

• Citizens of the City of Charlotte, North Carolina

Objective(s):

1

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