Reform 2.7: Online Transactions

Achieve Online Access to 95% of Transactions Between City and the Public By FY 2015.

Other Information:

The City of San Diego should embrace e-commerce by committing to providing online access to 95% of transactions online in the next three years. Transitioning to online service delivery for these activities not only improves service to the public, but generates cost savings inside city departments. This goal expands one of our proposals to commit to 95% of transactions with small businesses online during the same time period. Some efforts are already underway. For example, the Police Department is currently working to create an application which allows businesses to apply, renew, and pay for alarm systems permits online. The Police Department has indicated that the reduced burden of permitting paperwork will save the department “significant time and money.” Other cities, such as New York City and City of Louisville, Kentucky, have made strides in improving the availability of information and resources for small business owners. Efforts in these cities have included the creation of “one-stop” resources for small business owners that allow users to meet all federal, state, and local requirements through a single point of contact. NYC Business Express (New York City’s one-stop resource), consolidates all relevant business compliance information into a single location. The NYC Business Express Wizard additionally provides automated individualized information and assistance and the ability to apply for permits online. To jumpstart implementation of this reform, the City should explore public-private partnership opportunities to institute a pilot program to develop an online “one-stop” business resource similar to the NYC Business Express Wizard. The program would assist business owners with less-complicated projects and use phone and appointment services as a supplement for more complicated matters. The program could be instituted in phases, considering only a subset of permit types, regulations, and industries with each phase. New York City started the wizard at first to only include the restaurant industry, and has worked its way up to providing this service to about twenty different sectors since 2006.

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