Electronic Government: Challenges Must Be Addressed With	 
Effective Leadership and Management (11-JUL-01, GAO-01-959T).	 
								 
Advances in the use of information technology (IT) and the	 
Internet are continuing to change the way federal agencies	 
communicate, use and disseminate information, deliver services,  
and conduct business. Electronic government (e-government) refers
to the use of technology, particularly Web-based Internet	 
applications, to enhance the access to and delivery of government
information and service to citizens, business partners, 	 
employees, other agencies, and entities. This testimony discusses
the status of federal e-government initiatives, the key 	 
challenges facing the government in implementing these		 
initiatives, and the chief information officer (CIO) approach	 
proposed by the E-Government Act of 2001. GAO found that federal 
agencies have implemented an array of e-government applications, 
including using the Internet to collect and disseminate 	 
information and forms, buy and pay for goods and services, submit
bids and proposals, and apply for licenses, grants, and benefits.
Many of these initiatives have the potential to increase the	 
speed and efficiency with which citizens and businesses interact 
with the government. However, the government faces several	 
challenges in transitioning to and electronic environment. Among 
other issues, the government must minimize the risk associated	 
with the dissemination of personal information and maintain a	 
focus on the needs of citizens accessing government Web sites. To
address these and other IT-related concerns, the E-Government Act
of 2001 was introduced. This law would create a federal CIO who  
would address these challenges. The CIO would provide the strong 
central leadership role needed to provide guidance to federal	 
agencies concerning information resources and technology	 
management.							 
-------------------------Indexing Terms------------------------- 
REPORTNUM:   GAO-01-959T					        
    ACCNO:   A01380						        
  TITLE:     Electronic Government: Challenges Must Be Addressed With 
             Effective Leadership and Management                              
     DATE:   07/11/2001 
  SUBJECT:   Chief information officers 			 
	     Electronic government				 
	     Information resources management			 
	     Internet						 
	     Proposed legislation				 

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GAO-01-959T
     
For Release Expected at 9: 30 a. m. EDT Wednesday, July 11, 2001

ELECTRONIC GOVERNMENT

Challenges Must Be Addressed With Effective Leadership and Management

Statement for the Record by David L. McClure Director, Information
Technology Management Issues Testimony

Before the Committee on Governmental Affairs, U. S. Senate

United States General Accounting Office

GAO

GAO- 01- 959T

Mr. Chairman and Members of the Committee: I appreciate the opportunity to
participate in the Committee?s hearing on electronic government (e-
government) issues and S. 803, the E- Government Act of 2001. Advances in
the use of information technology

(IT) and the Internet are continuing to change the way federal agencies
communicate, use and disseminate information, deliver services, and conduct
business. It has the potential to help build better relationships between
government and the public by facilitating timely and efficient interaction
with citizens. According to a January 2001 poll, nearly half of Americans
have used a government Web site and almost three- quarters believe that e-
government should be a high priority. 1

Generally speaking, electronic government refers to the use of technology,
particularly Web- based Internet applications, to enhance the access to and
delivery of government information and service to citizens, business
partners, employees, other agencies, and entities. At the federal level,
agencies have identified 1, 371 electronic government initiatives, ranging
from those that simply disseminate information to those that are expected to
transform the way the government operates. With respect to states, according
to the National Association of State Chief Information Officers, government-
to- business electronic interaction is well underway and government- to-
citizen and government- to- government electronic interaction is rapidly
increasing. At the local level, a survey in the fall of 2000 by the
International City/ County Management Association and Public Technology,
Inc. found that about 83 percent of local governments had a Web site but
that few local governments were providing interactive service delivery 2 on
line, although many jurisdictions plan to offer such services.

While the Internet opens new opportunities for streamlining processes and
enhancing delivery of services, federal executives and managers must also be
cognizant of the responsibilities and challenges that accompany these
opportunities. These challenges include (1) sustaining committed executive
leadership, (2) building effective e- government business cases, (3)
maintaining a citizen focus, (4) protecting personal privacy, (5)
implementing appropriate security controls, (6) maintaining electronic

1 Hart- Teeter poll reported in e- government: The Next American Revolution
(The Council for Excellence in Government, February 2001). This was a
nationally representative survey among 1,017 American adults for the Council
conducted January 4- 6, 2001. The survey findings have a margin of error of
3.1 percent.

2 The survey defined interactive service delivery as two- way communications
in which a Web site visitor can submit information or payment, as well as
receive information.

Page 2 GAO- 01- 959T Electronic Government

records, (7) maintaining a robust technical infrastructure, (8) addressing
IT human capital concerns, and (9) ensuring uniform service to the public.

Strong and focused central leadership could help overcome these challenges.
A federal Chief Information Officer (CIO) could provide such leadership. We
have long supported the establishment of a federal CIO to provide the
leadership needed to address the major IT issues facing government,
including those related to e- government and security. S. 803 calls for the
establishment of a federal CIO, who would report to the Director of the
Office of Management and Budget (OMB) and would be responsible for a variety
of information technology and management functions.

In my remarks today, I will (1) provide an overview of the status of federal
e- government initiatives, (2) describe the key challenges the government
faces in implementing its e- government initiatives, and (3) discuss the
federal CIO approach proposed by S. 803, the E- Government Act of 2001. To
provide additional information on our e- government work, I have also
included, as an attachment, a list of pertinent GAO publications on
egovernment issues. 3

As we testified in May 2000, the public sector is increasingly turning to
the Internet to conduct paperless acquisitions, provide interactive
electronic services to the public, and tailor or personalize information. 4
In particular, federal agencies have implemented an array of e- government
applications, including using the Internet to collect and disseminate
information and forms, buy and pay for goods and services, submit bids and
proposals, and apply for licenses, grants, and benefits. The reach of e-
government extends not just to citizens and the various communities of
interest that represent them but to many other constituencies as well.

A recent evaluation of 22 countries? e- government development by Accenture-
a private- sector management and technology consulting firm- found that the
U. S. federal government was one of three ?innovative

leaders? 5 that stood apart from other countries due to the high number of 3
These publications can be obtained through GAO?s World Wide Web page at www.
gao. gov. 4 Electronic Government: Federal Initiatives Are Evolving Rapidly
But They Face Significant Challenges (GAO/ T- AIMD/ GGD- 00- 179, May 22,
2000).

5 The other countries designated as innovative leaders were Canada and
Singapore. Status of Federal Egovernment

Page 3 GAO- 01- 959T Electronic Government

mature services offered online. 6 Accenture found that the federal
government excelled in service maturity breadth, the level to which a
government had developed on- line presence. However, according to the
report, ?the focus on building the volume of services and individual agency
online sophistication has clearly not allowed time for agencies or the
Federal Government to focus on incorporating ? [best practice] techniques.?
Accordingly, the U. S. government was deemed below average in delivery
maturity, which indicates the sophistication of delivery mechanisms, such as
a single point of entry and customer relationship management techniques. 7

The Government Paperwork Elimination Act (GPEA) 8 requires that by October
21, 2003 federal agencies provide the public, when practicable, the option
of submitting, maintaining, and disclosing required information
electronically. The act makes OMB responsible for ensuring that federal
agencies meet the act?s implementation deadline. OMB, in turn, required each
agency, by October 2000, to develop and submit an implementation plan and
schedule.

In recent testimony on the implementation of GPEA, the Director of OMB
stated that ?agency progress in going electronic is mixed.? 9 Specifically,
he stated that upon evaluating specific agency plans for compliance with the
act, OMB found that some agencies were not prepared. According to OMB, the
Departments of Defense, Health and Human Services, and Justice submitted
plans that indicated that they have not fully adopted the goals of GPEA and
do not have an agencywide commitment to moving into the electronic arena. In
contrast, OMB cited the Departments of Housing and Urban Development and the
Treasury and the Environmental Protection Agency as having developed solid
plans for meeting the act?s objectives.

6 eGovernment Leadership: Rhetoric vs Reality - Closing the Gap (Accenture,
April 2001). Accenture carried out its research in January 2001. It surveyed
165 national government services in nine major sectors- human services,
justice and public safety, revenue, defense, education, administration,
transport, regulation and democracy, and postal. Services were categorized
into three levels of service: publish, interact, and transact. Within each
level, services were scored to show the maturity that they had reached.

7 Accenture?s evaluation of the service and delivery maturity of each
government were combined into an overall maturity level. In calculating the
overall maturity level, Accenture assigned a weight of 70 percent and 30
percent to the service and delivery maturity levels, respectively.

8 P. L. 105- 277, Div. C, tit. XVII. 9 Statement of Mitchell E. Daniels,
Jr., Director, OMB ,before the House Committee on Government Reform, June
21, 2001. Status of Agency GPEA

Implementation

Page 4 GAO- 01- 959T Electronic Government

Mr. Chairman, as you know, we are currently conducting a review of agency
GPEA implementation plans at your request. While not complete, our work has
found that, taken in isolation, agency GPEA plans do not provide sufficient
information to assess agencies? progress in meeting the objectives of the
act. 10 Specifically, the plans do not provide sufficient information with
which to assess whether agencies have been engaging in critical activities
such as (1) examining business processes that might be revamped to employ
electronic documents, forms, or transactions, (2) identifying customer needs
and demands as well as the existing risks associated with fraud, error, or
misuse, and (3) evaluating electronic signature alternatives, including
risks, costs, and practicality.

Federal agencies have implemented, or are in the process of implementing a
wide variety of e- government initiatives. This variety is illustrated by
chart 1, which depicts the types of federal e- government initiatives
reported by 37 departments and agencies. The category 11 with the greatest
number of initiatives is ?information dissemination?- reported by the
General Services Administration and the federal CIO Council to be the least
technically complex; it involves implementing applications on the Internet
that make electronic information readily accessible. In the next category-?
forms?- agencies provide downloadable electronic forms. The

?transaction? category is a more complex implementation of e- government and
includes initiatives such as submitting patent applications via the
Internet. Finally, in the last category-? transformation?- the egovernment
initiative is expected to transform the way the government operates. For
example, the Navy?s Virtual Naval Hospital initiative provides a digital
science library, and is designed to deliver expert medical information to
providers and patients at the point of care.

10 Electronic Government: Selected Agency Plans for Implementing the
Government Paperwork Elimination Act (GAO- 01- 861T, June 21, 2001). 11 The
report characterized these categories as the four phases of e- government
based on a Gartner (a private research firm) model that demonstrates the
progression of e- government. Agency E- government

Initiatives

Page 5 GAO- 01- 959T Electronic Government

Chart 1: Types of Federal E- government Initiatives a Defined as end- to-
end transactions completed electronically. b Defined as initiatives in which
the government has taken a global focus,

government involvement is minimized, and citizens do not have to know the
government organization to obtain the services needed.

Note: In some cases an agency listed the same initiative under more than one
type. The total number of unique initiatives reported was 1, 371.

Source: An Inventory of Federal e- Government Initiatives (General Services
Administration in cooperation with the federal CIO Council, January 2001).

809 88

460 56 0 100

200 300

400 500

600 700

800 900

Information dissemination

Forms only Transactions Transformation a b

Page 6 GAO- 01- 959T Electronic Government

Chart 2 shows the constituencies that the e- government initiatives are
targeting, with the greatest number serving the citizen.

Chart 2: Categories of Constituencies of Federal E- government Initiatives
Note: In some cases an agency listed the same initiative under more than one
constituency category. The total number of unique initiatives reported was
1,371.

Source: An Inventory of Federal e- Government Initiatives (General Services
Administration in cooperation with the federal CIO Council, January 2001).

For each type of constituency, let me briefly describe a few major
egovernment projects that agencies have implemented or plan to implement: 12

Government- to- Citizen. One of the major benefits of on- line and Internet-
based services is that they provide opportunities for greater

12 We have not performed an independent evaluation of these initiatives.

356 348 315 570

0 100

200 300

400 500

600 Government to

citizen Government to

employee Government to

government Government to

business

Page 7 GAO- 01- 959T Electronic Government

citizen access to, and interaction with, the federal government. Initiatives
such as Access America provide Internet access and services organized to
meet the needs of specific communities of interest. As part of this
initiative, over 40 federal agencies have been working together on Web
portals that provide information, news, and some capabilities for on line
interactions with federal agencies and programs that serve the target
groups. For example, Access America for Seniors- also called FirstGov for
Seniors- is designed to be an

entry portal for senior citizens to reach government services and
information on such topics as benefits, taxes, health and nutrition, and
consumer protection. 13 In another example, the Department of the Treasury?s
Bureau of Public Debt has partnered with Treasury?s Financial Management
Service, Mellon Bank, MasterCard, and IBM to build an Internet- based
system- Savings Bond Direct- to sell U. S. Savings Bonds directly to the
public. According to Treasury, the system generated almost $230 million in
bond sales in its first 18 months of operation.

Government- to- Employee. Electronic government can be used to more
effectively interact with employees to enhance productivity and human
resources management. The Office of Personnel Management?s Employee Express
is an automated system enabling federal employees

to initiate the processing of certain discretionary personnel and payroll
transactions. For example, using Employee Express, employees can change data
related to their Thrift Savings Plan accounts and health benefits, thus
offering an alternative to paper forms. An example of an agency- specific
initiative is lifelines, the Navy?s Web- based quality of life (QOL) program
and services delivery system. Inaugurated in January 1999 (and redesigned in
June 2000), lifelines is built on five core business areas, the (1) ?QOL
Network,? which includes access to quality of life information and services,
(2) ?QOL News Center,? which provides access to the news, (3) ?QOL Broadcast
Network,? which brings stories and video clips to sailors, Marines, their
families, and others using video streaming and electronic publishing
technology, (4)

?QOL Business Innovations Portal,? which includes Department of Defense and
Department of the Navy on- line administrative and service delivery
processes, and (5) ?QOL Gateway,? which has thousands of links to service
providers.

13 http:// www. seniors. gov.

Page 8 GAO- 01- 959T Electronic Government

Government- to- Government. One goal of digital government is to provide
access and interaction with government services on a functional or topical
basis, rather than being focused on the specific agency or agencies
responsible for administering programs and policies. For example, our
February report on technology- based regulatory innovations noted examples
of such innovations that involved interagency or intergovernmental
cooperation. 14 In one case, the interagency Integrated Government- wide
International Trade Data System is designed to enable various federal trade
agencies to share a standard set of data to enable the more efficient
electronic release of goods, conveyances, and crews. According to the
developers, the system is expected to provide the primary inspector with
?one look? at the truck, its goods, and the driver?s compliance with key
federal requirements before the truck enters the United States. In another
example, the Environmental Protection Agency is working on an
intergovernmental e- government initiative- the National Environmental
Information Exchange Network- that the agency

believes can improve both the quality of and access to environmental data.
The exchange network is to be a voluntary, standards- based system that
links different state systems and the Environmental Protection Agency?s
systems, using common language and secure connections through the Internet.
In October 2000, a team comprising participants from the Environmental
Protection Agency, individual states, and the Environmental Council of the
States released a blueprint that lays out the network design and partnership
agreements for implementing the network.

Government- to- Business. E- government projects have also been initiated to
more effectively work with businesses as suppliers of goods and services and
as regulated economic sectors. For example, the General Services
Administration?s FedBizOpps has been designated as the single governmentwide
point of electronic entry for access to federal government business
opportunities greater than $25,000. 15 Using this Web site, sellers and
service providers can access and download information such as solicitations.
Moreover, after subscribing, vendors can receive various announcements

14 Regulatory Management: Communication About Technology- Based Innovations
Can Be Improved (GAO- 01- 232, February 12, 2001). 15 This designation was
published as an interim Federal Acquisition Regulation on May 16 (it is open
for public comment until July 16, 2001). The interim rule gives federal
agencies until October 1, 2001, to complete their transition to, or
integration with, FedBizOpps. After October 1, all agencies must use
FedBizOpps to provide the public access to notice of procurement actions
over $25,000.

Page 9 GAO- 01- 959T Electronic Government

automatically via e- mail, including presolicitation and post- award notices
and their amendments and notices of solicitation and solicitation amendment
releases. According to the General Services Administration, as of mid- May,
over 90,000 vendors were registered to receive notification of business
opportunities from FedBizOpps. Another example of a government- to- business
initiative is the

Department of Labor?s Employment Laws Assistance for Workers and Small
Businesses, or elaws application. 16 Elaws provides interactive advice
through the Internet to help small businesses and workers understand their
rights and responsibilities under federal employment laws and regulations.
Each elaws ?advisor? imitates the interaction that an employer or employee
might have with a Department of Labor employment law expert, asking
questions and providing answers based on the responses provided.

Many Internet- based initiatives can be relatively easy to implement and
have a potentially high payoff for increasing the speed and efficiency with
which citizens and businesses interact with the government. For example, the
immediate placement of high- demand documents or information on an agency?s
Web site can help improve citizens? satisfaction with government
responsiveness as well as result in potential cost savings by reducing the
need for distributing printed copies. One example of such an initiative is
FedForms. gov, which provides ?one stop shopping? for the forms needed

for the top 500 government services used by the public. Other potentially
high- payoff initiatives, however, may be more difficult and timeconsuming
to fully implement. For example, allowing citizens to more easily access
their personal information maintained by government agencies, which can be
beneficial to the individual, must address difficult privacy and security
issues. Indeed, the Social Security Administration has been cautious in
pursuing its on- line initiatives largely in view of the privacy and
security concerns raised following its implementation of the on- line
personal earnings and benefits estimate statement. 17 As I will discuss in a
moment, risks involving issues such as privacy can be addressed and managed,
with the implementation of appropriate management and technical policies and
controls.

16 GAO- 01- 232, February 12, 2001. 17 The Social Security Administration?s
on- line personal earnings and benefits estimate statement was later put on
hold. See Social Security Administration: Information Technology Challenges
Facing the Commissioner (GAO- T/ AIMD- 98- 109, March 12, 1998) and Social
Security Administration: Internet Access to Personal Earnings and Benefits
Information (GAO/ T- AIMD/ HEHS- 97- 123, May 6, 1997).

Page 10 GAO- 01- 959T Electronic Government

The many federal initiatives demonstrate the opportunities for the growing
use of e- government to provide faster, more convenient, and more efficient
on- line information access and services to citizens. However, past mistakes
serve to remind us that technology solutions often involve varying levels of
risks in addition to expected benefits. Let me address some of the areas
needing attention as e- government moves forward. None are insurmountable,
but they deserve attention and must be addressed to ensure successful e-
government outcomes.

As in the case with well- run commercial entities, strong leadership and
sound management are central to the effective implementation of publicsector
policies or programs. Moreover, our wide- ranging work on federal management
issues has shown that perhaps the single most important element of
successful management improvement initiatives is the demonstrated commitment
of top leaders to change. 18 Top leadership involvement and clear lines of
accountability for making management improvements are critical to overcoming
organizations? natural resistance to change, marshalling the resources
needed in many cases to improve management, and building and maintaining the
organizationwide commitment to new ways to doing business.

In our studies of leading private and public- sector organizations in IT
management, we have also noted that effective top management leadership,
involvement, and ownership are a cornerstone of any information technology
strategy. 19 For example, we have previously reported that strong and
focused leadership was a pivotal factor leading to the government?s
successfully meeting the Year 2000 computing challenge and that this lesson
should be applied to other ongoing major management challenges. 20 We
concluded that as the federal government moves to fully embrace the digital
age and focuses on e- government initiatives, comprehensive and focused
leadership is of paramount importance. We

18 Management Reform: Elements of Successful Improvement Initiatives (GAO/
T- GGD- 00- 26, October 15, 1999). 19 Executive Guide: Improving Mission
Performance Through Strategic Information Management and Technology (GAO/
AIMD- 94- 115, May 1994) and Executive Guide: Maximizing the Success of
Chief Information Officers, Learning From Leading Organizations (GAO- 01-
376G, February 2001).

20 Year 2000 Computing Challenge: Lessons Learned Can Be Applied to Other
Management Challenges (GAO/ AIMD- 00- 290, September 12, 2000). Significant
Challenges

in Transitioning to Egovernment Sustaining Committed Executive Leadership

Page 11 GAO- 01- 959T Electronic Government

have also emphasized the importance of strong senior leadership support in
areas such as IT investment, performance measurement, and security. 21

Earlier this year we reported on the need for agency leadership in the IT
arena at the Departments of Veterans Affairs and Agriculture. In April we
testified that successful implementation of the Department of Veterans
Affairs? IT program requires strong leadership and management among a CIO
and other senior executives to help define and guide the department?s plans
and actions. 22 To his credit, the newly appointed Secretary of Veterans
Affairs had identified filling the department?s CIO position as one of his
top priorities, and at the time of the hearing, was conducting an extensive
search to identify suitable candidates for the position, which requires
Senate confirmation. At the April hearing, the Secretary of Veterans Affairs
also stated that he was providing his ?personal

commitment that we will reform the way we use information technology? at the
department and he emphasized his commitment to the development of an
enterprise architecture and security issues. 23 At the Department of
Agriculture, we reported 24 in February that the department had not assigned
a senior- level official with overall responsibility and accountability for
managing and implementing separate activities related to the Freedom to E-
File Act (P. L. 106- 222). 25 As a result of this and other concerns, we
reported that, while Agriculture had made progress and had partially met the
E- File Act?s initial deadlines, it faced formidable challenges in meeting
future deadlines.

Agencies have reported expending over $41 billion in IT investments in
fiscal year 2000 and have proposed to increase this to nearly $45 billion in
fiscal year 2002. 26 A primary challenge for agencies in moving toward e

21 Information Technology Investment Management: A Framework for Assessing
and Improving Process Maturity (AIMD- 10. 1. 23, Exposure Draft, May 2000),
Executive Guide: Measuring Performance and Demonstrating Results of
Information Technology Investments (GAO/ AIMD- 98- 89. March 1998) and
Executive Guide: Information Security Management (GAO/ AIMD- 98- 68, May
1998). 22 VA Information Technology: Important Initiatives Begun, Yet
Serious Vulnerabilities Persist (GAO01- 550T, April 4, 2001). 23 Testimony
of Anthony J. Principi, Secretary, Department of Veterans Affairs before the
House

Subcommittee on Oversight and Investigations, Committee on Veterans?
Affairs, April 4, 2001. 24 USDA Electronic Filing: Progress Made, But
Central Leadership and Comprehensive Implementation Plan Needed (GAO- 01-
324, February 28, 2001).

25 The Freedom to E- File Act (P. L. 106- 222) requires the Department of
Agriculture to establish an electronic filing and retrieval system to enable
farmers and other agricultural producers to access and file paperwork
electronically

26 Report on Information Technology (IT) Spending for the Federal Government
for Fiscal Years 2000, 2001, and 2002 (OMB). Building an E- government

Business Case

Page 12 GAO- 01- 959T Electronic Government

government is to implement and follow management practices that help ensure
IT dollars are directed toward prudent investments that focus on achieving
cost savings, increasing productivity, and improving the timeliness and
quality of service delivery. Even with its legislatively mandated deadline,
according to OMB?s GPEA guidance, the act recognizes that building and
deploying electronic systems to complement and replace paper- based systems
should be consistent with the need to ensure that investments in information
technology are economically prudent to accomplish the agency's mission,
protect privacy, and ensure the security of the data.

Accordingly, like any other information technology project, electronic
government initiatives should be supported by a well- developed business
case that evaluates the expected returns against the costs. An explicit
understanding of the costs and expected benefits up front provides the basis
for a sound financial and strategic decision and creates a baseline for
managers and executives to measure progress against. Moreover, improvements
in quality, cost- effectiveness, speed of service delivery, or operational
effectiveness should provide key information for investment decisionmakers.
The business case provides the forum for the evaluation of the projects?
costs, benefits, and integration with the agency performance and results
strategy. In addition, the business case provides assurance to agency
executives that key factors of the proposed system have been adequately
thought out and planned for.

In government?s rush to provide greater electronic service delivery, it is
essential for agency executives to remember that fundamental principles and
practices of good IT planning and management apply equally to effective
customer- centric Web- based applications. As we noted in May 2000, 27 some
of these fundamentals include

 developing a well- defined project purpose and scope and realistic,
measurable expectations;

 understanding and improving business processes before applying technology;

 performing risk assessments and developing appropriate risk mitigation
strategies;

 using industry standard technology and solutions where appropriate; 27
GAO/ T- AIMD/ GGD- 00- 179, May 22, 2000.

Page 13 GAO- 01- 959T Electronic Government

 adopting and abiding by pertinent data standards;

 thoroughly training and supporting users; and

 reviewing and evaluating performance metrics. Today, governments at all
levels increasingly recognize the individual citizen and citizen
?communities of interest? as customers. However, translating this growing
awareness into better, efficient, and friendly services can be challenging.
Just as the Internet and Web- based technologies should force organizations
to rethink their business processes, they should also force organizations to
reconsider their customers- specifically how their customers need, perceive,
and digest information and services in a viewable, electronic format. For
example, private industry Web sites are increasingly being tailored to allow
for individual preferences and needs to restrict information only to those
products and services desired. ?Interactive? consumers meanwhile are
starting to demand even more convenience and operational excellence from the
on- line companies they deal with on a regular basis. These practices,
however, pose privacy questions for the federal government, which I will
discuss in the next section.

One initiative that seems to be an example of a citizen focus is the
Government Without Boundaries project. Launched at a September 2000 meeting
of federal, state, and local CIOs, this project recognizes that citizens and
businesses may not differentiate among levels of government when seeking
government services. As a result, the General Services Administration along
with other federal agencies such as the Department of the Interior, are
working with selected state and local governments with the goal to create a
virtual pool of on- line government information and services from all
levels. For example, the Virginia project under Government Without
Boundaries, which is being conducted in association with Fairfax County and
the city of Virginia Beach, is a model Webenabled registry of youth services
across all levels of government. The New Jersey project, being conducted
with Monmouth County, is a pilot demonstration of a shared calendar of park
events that contains information on local, state, and federal parks.

Maintaining a citizen focus does not stop with the implementation of Web
sites. Another key component is developing customer support tools to assist
the public?s use of such mechanisms. For example, the National Electronic
Commerce Coordinating Council suggests that organizations Maintaining a
Citizen

Focus

Page 14 GAO- 01- 959T Electronic Government

implement a customer relations management structure that could include (1) a
telephone support service to respond to user questions, (2) an on- line
support function accessible directly from the Web site, (3) tools to monitor
and track problems and user questions, and (4) processes to analyze user
traffic. 28

On- line privacy has emerged as one of the key- and most contentious- issues
surrounding the continued evolution of the Internet. In particular, the
federal government faces challenges in ensuring personal privacy while also
continuing to implement and expand e- government. A national survey found
that Americans believe that e- government has the potential to improve the
way that government operates but a majority also had concerns about sharing
personal information with the government over the Internet, fearing that the
data will be misused and their privacy diminished. 29

Federal agencies are required by law to protect an individual?s right to
privacy when they collect personal information. The Privacy Act of 1974, as
amended, is the primary law regulating the federal government?s collection
and maintenance of personal information, and requires protection of personal
information maintained in an agency?s system of records. 30 Since the
passage of the act, however, advances in information technology and the
increasing use of the Internet have raised concerns about the adequacy of
the act?s provisions. In response to such concerns, Mr. Chairman, you and
the Chairman of the House Subcommittee on Government Efficiency, Financial
Management, and Intergovernmental Relations have asked us to conduct a
comprehensive review of agency compliance with the Privacy Act and identify
privacy issues that are not adequately covered by the act. This work is
ongoing, and we expect to issue our first report early next year.

In addition to the Privacy Act, OMB has issued guidance specifically focused
on Internet privacy. For example, in June 1999 it issued a memorandum
directing executive departments and agencies to post clearly labeled and
easily accessed privacy policies on their principal Web

28 E- Government Strategic Planning: A White Paper (National Electronic
Commerce Coordinating Council, December 13, 2000). 29 August 2000 Hart-
Teeter survey reported in e- government: The Next American Revolution, The
Council for Excellence in Government, February 2001. 30 P. L. 93- 579, 5 U.
S. C., section 552a. Protecting Personal

Privacy

Page 15 GAO- 01- 959T Electronic Government

sites. In September 2000, we reported 31 that most- 67 of 70- principal Web
sites we reviewed had posted privacy policies that were clearly labeled and
easily accessed- a considerable improvement over a 1999 survey of selected
federal sites by a public interest group. 32 However, we also found that of
31 high- impact agencies, 33 most did not post a privacy policy on all Web
pages that collected personal information as required by OMB. In addition,
of 101 on- line forms that we reviewed, 44 did not have a privacy policy
posted on the Web page. We recommended that OMB, in consultation with the
CIO Council and others, consider clarifying certain aspects of its guidance
and determine whether existing oversight strategies were adequate to ensure
agency adherence to the web site privacy policies.

OMB has also issued specific guidance concerning federal agency use of
Internet ?cookies.? Cookies are text files that have unique identifiers
associated with them, and are used to store and retrieve information that
allows Web sites to recognize returning users, track on- line transactions,
or maintain and serve customized Web pages. ?Session? cookies expire when
the user exits the browser, while ?persistent? cookies remain on the user?s
computer for a specified length of time, which may be years. Although
cookies can be used to enable electronic commerce and other applications,
persistent cookies also pose privacy risks even if they do not gather
personally identifiable information because the data contained in them can
be subsequently linked to the individual. Because of such concerns, OMB
issued guidance in June 2000 directing that cookies not be used on federal
Web sites unless certain conditions were met, including a compelling need
and approval by the head of the agency. In September 2000, in response to
inquiries about the scope of the guidance, OMB further clarified its policy
in a letter to the CIO Council stating that it applied only to persistent
cookies.

Our work conducted within the past year on the use of cookies illustrates
the challenges that OMB and federal agencies face in balancing increased use
of the Internet to provide information and deliver services against

31 Internet Privacy: Agencies' Efforts to Implement OMB's Privacy Policy
(GAO/ GGD- 00- 191, September 5, 2000). 32 An April 1999 report by the
Center for Democracy and Technology (Policy vs. Practice: A Progress Report
on Federal Government Privacy Notices on the World Wide Web) stated that
just over one- third

of 46 federal agencies had privacy policies linked from their home pages, 8
agencies had privacy policies that were not on their home pages, and 22
agencies did not have privacy policies.

33 The National Partnership for Reinventing Government identified 31
agencies as having high impact- that is they have 90 percent of the federal
government?s contact with the public.

Page 16 GAO- 01- 959T Electronic Government

concerns over privacy. 34 As we reported in April 2001, OMB?s guidance on
the use of cookies, while helpful, left agencies to implement fragmented
directives contained in multiple documents. Further, the guidance itself was
not clear on the disclosure requirements for techniques such as session
cookies. We concluded that OMB?s stated position that agencies were not
required to disclose the use of session cookies could lead to confusion on
the part of visitors to federal Web sites. As a result of these concerns, we
recommended that OMB, in consultation with other parties, (1) unify its
guidance on Web site privacy policies and the use of cookies, (2) clarify
the resulting guidance to provide comprehensive direction on the use of
cookies by federal agencies on their Web sites, and (3) consider directing
federal agencies to disclose in the use of session cookies in their Web site
privacy notices.

Implementing OMB?s cookie guidance requires constant agency diligence and
attention. In our April report we noted that, as of January 2001, most of
the federal Web sites that we reviewed were following OMB?s guidance on the
use of cookies. However, of the 65 sites we reviewed, eight sites using
persistent cookies did not comply with OMB?s requirements for such use.
These agencies all took or planned to take corrective action. Further, last
month, the DOD Inspector General issued a report summarizing the results of
51 Inspector General reports from other agencies, which identified the use
of 300 persistent cookies at 22 agencies? Web sites. In the vast majority of
cases, these persistent cookies were not approved by the agency head, as
required by OMB.

Privacy issues extend beyond what is disclosed on and the data captured by
Web sites, and can involve complicated and controversial issues. An example
is the implementation of the Department of Health and Human Services? (HHS)
privacy regulations mandated by the Health Insurance Portability and
Accountability Act of 1996. 35 As we testified this past February, this
regulation represents an important advancement in the protection of
individuals? health information. 36 At the same time, however, we noted that
health care providers faced a complex new set of privacy requirements that
were not well understood. In February, the Secretary of HHS requested public
comments on this regulation, stating that this was

34 Internet Privacy: Implementation of Federal Guidance for Agency Use of
?Cookies? (GAO- 01- 424, April 27, 2001) and Internet Privacy: Federal
Agency Use of Cookies (GAO- 01- 147R, October 20, 2000). 35 P. L. 104- 191,
264, 110 Stat. 1936, 2033.

36 Health Privacy: Regulation Enhances Protection of Patient Records but
Raises Practical Concerns (GAO- 01- 387T, February 8, 2001).

Page 17 GAO- 01- 959T Electronic Government

needed to help the department assess its ?real- world? impact in health care
delivery. During the 30- day comment period, HHS reported that it received
more than 11,000 letters or comments. Just last week HHS issued the first of
what is expected to be several technical assistance materials to clarify and
help covered entities implement the regulation. In this guidance, HHS
provided examples of some of the changes to the regulation that it expects
to propose. For example, HHS stated that it would propose a change that
would permit pharmacists to fill prescriptions phoned in by a patient?s
doctor before obtaining the patient?s written consent.

Security concerns present one of the toughest challenges to extending the
reach of electronic government. Even if federal agencies adopt policies and
procedures designed to protect the privacy of sensitive electronic
information, that information could still be compromised if the security of
the Web servers, operating systems, and software applications involved is
inadequate. The rash of hacker attacks, Web page defacing, and credit card
information being posted on electronic bulletin boards can make many federal
agency officials- as well as the general public- reluctant to conduct
sensitive government transactions involving personal or financial data over
the Internet.

These concerns are not unjustified. We have designated information security
as a governmentwide high risk area since 1997. Our latest highrisk report
noted that progress in strengthening federal information security has been
mixed. 37 Efforts to address the problem had gained momentum but audits
showed that federal operations and assets continued to be highly vulnerable
to computer- based attacks.

In recent years we have consistently found security weaknesses at many
federal agencies, ranging from security program management to access
controls to segregation of duties. 38 For instance security weaknesses at
agencies such as IRS, the Centers for Medicare and Medicaid Services
(formerly known as the Health Care Financing Administration), the Social
Security Administration, and the Department of Veterans Affairs could place
sensitive tax, medical, and other personal records at risk of unauthorized
disclosure. As we recently reported, during the 2000 tax filing season, IRS
did not adequately secure access to its electronic filing

37 High- Risk Series: An Update (GAO- 01- 263, January 2001). 38 For
example, see Computer Security: Weaknesses Continue to Place Critical
Federal Operations and Assets at Risk (GAO- 01- 600T, April 5, 2001) and
Information Security: Serious and Widespread Weaknesses Persist at Federal
Agencies (GAO/ AIMD- 00- 295, September 6, 2000). Implementing Appropriate

Security Controls

Page 18 GAO- 01- 959T Electronic Government

systems or to the electronically transmitted tax return data those systems
contained. 39 Unauthorized individuals could have gained access to IRS?
electronic filing systems and modified taxpayer data contained in those
systems during the 2000 tax- filing season. IRS reports that it has
substantially corrected the access control weaknesses cited in that report.
Nevertheless, failure to maintain adequate security over IRS? electronic
systems in the future could erode public confidence in filing tax returns
electronically.

A key element in promoting the expansion of electronic government is
providing citizens with the capability to conduct the full range of their
government business- including sensitive transactions such as benefit
applications- on- line. Effective information security is essential to the
increased implementation of electronic transactions. For example, unless
special security features are properly implemented, electronic transactions
can be more susceptible to fraud and abuse than traditional paper- based
transactions. While a paper record of a transaction can undergo forensic
chemical analysis to determine whether it has been altered, knowledgeable
individuals can alter electronic records in systems virtually without
detection. Further, physical access must occur before a paper record can
undergo tampering but with the enhanced global systems interconnectivity
made possible by the Internet, physical access is not necessary. Instead,
electronic misuse and tampering can occur more quickly and with far greater
impact if inadequate safeguards are not in place. Finally, human
participation is required on both sides of a paperbased transaction,
providing the opportunity for immediate human inspection and verification of
the transaction. In contrast, electronic systems may readily process
transactions that would be immediately suspicious to a human observer.

An important piece of the solution to the Internet- based security problem
will be the development and implementation of so- called Public Key
Infrastructure or PKI technology (a system of computers, software and data
that relies on certain sophisticated cryptographic techniques to secure on-
line messages or transactions). According to the Principal Deputy CIO of the
Department of Defense, ?the path to electronic transactions is closely
coupled to the maturation and affordability of the PKI.? 40 A properly
implemented and maintained PKI can offer important

39 Information Security: IRS Electronic Filing Systems (GAO- 01- 306,
February 16, 2001). 40 Joint Statement of John L. Osterholz, Principal
Deputy Chief Information Officer, Department of Defense, and Norma J. St.
Claire, Director, Information Management for Personnel and Readiness, Office
of the Secretary of Defense, before the House Committee on Government
Reform, June 21, 2001.

Page 19 GAO- 01- 959T Electronic Government

security services, including assurance that (1) the parties to an electronic
transaction are really the people they claim to be, (2) the information has
not been altered or shared with any unauthorized entity, and (3) neither
party will be able to wrongfully deny that they took part in the
transaction.

As we reported in February, progress has been made in seeding PKI technology
throughout the government. 41 However, a number of substantial challenges
must be overcome before the technology can be widely and effectively
deployed. For example, it is not yet fully known whether this technology
will be truly scalable 42 and interoperable 43 as its use grows. Further,
the costs of building a PKI and enabling software applications to use it can
easily add up to millions of dollars. Moreover, there is a range of policy
and human capital issues to consider. In addition, because federal agencies
are adopting different and incompatible implementations of PKI technology,
the development of the Federal Bridge Certification Authority is critical.
The federal bridge is being designed to link disparate agency PKI systems
and promote PKI interoperability within and outside the federal government.
Without a successfully functioning bridge, agencies will need to
individually make arrangements to interoperate with other specific agencies
in order to share secure information or transactions. Such a process would
likely be tedious and impractical.

In implementing GPEA and moving toward e- government, executivebranch
agencies and the National Archives and Records Administration (NARA) will be
faced with the substantial challenge of preserving electronic records in an
era of rapidly changing technology. Agencies must create electronic records,
store them, properly dispose of them when appropriate, and send permanently
valuable records to NARA for archival storage. For e- mail alone, this
involves the huge volumes of e- mail agency employees now send and receive
in performing their official duties. Moreover, staff members creating
records need to be made aware of what constitutes an electronic record, how
to save it, and how to archive it for future use.

41 Information Security: Advances and Remaining Challenges to Adoption of
Public Key Infrastructure Technology (GAO- 01- 277, February 26, 2001). 42
Scalability is the ability to easily change in size or configuration to suit
changing conditions. 43 Interoperability is the ability of two or more
systems or components to exchange information and to use the information
that has been exchanged. Maintaining Electronic

Records

Page 20 GAO- 01- 959T Electronic Government

When deciding how to store electronic documents, agencies must take into
account the legal viability of the records they create. The Department of
Justice?s guidance for federal agencies on designing and implementing
electronic processes notes that the adoption of electronic systems or the
conversion of paper- based records systems to electronic ones can present
significant legal issues that need to be identified and addressed as part of
the decision- making process. 44 As with paper- based records, electronic
records need to be available, reliable, and pursuasive. According to
Justice, some of the issues related to electronic records retention that
need to be addressed include (1) providing the continued capability to
access information from older technology, (2) having staff who are familiar
and competent to work with the electronic processes necessary to read older
data, and (3) ensuring that steps are taken to preserve passwords or other
data to be able to retrieve information that was encrypted or otherwise
protected.

The long- term preservation and retention of those electronic records is a
challenge for agencies and NARA. For example, NARA, in its guidance,
remarked that hardware and software obsolescence can make recordretention
burdensome. Moreover, the NARA guidance developed in response to GPEA
recognizes that records management involving records that have been created
using electronic signature technology is a complex process, requiring
training and knowledge on the part of both IT specialists and records
management personnel. Further, NARA itself must be able to receive
electronic records from agencies, store them, and retrieve them when needed.
To do so, it must expand its capacity to accept an increasing volume of
electronic records from agencies. In addition to the increasing volume, the
variety of electronic records such as word processing documents, e- mail
messages, databases, digital images, and Web site pages complicates NARA?s
mission to preserve these records. In response to this challenge, in July
1999 NARA initiated the Electronic Records Archives program. Under this
program NARA intends to develop a system that would assemble, manage,
preserve, and make available vast amounts of diverse electronic government
records.

An important key to success in e- government is to plan for and implement an
adequate technical infrastructure that will support a user?s experience of
easy and reliable electronic access across government. Among the elements of
a supporting technical infrastructure that are important to

44 Legal Considerations in Designing and Implementing Electronic Processes:
A Guide For Federal Agencies (Department of Justice, November 2000).
Maintaining a Robust

Technical Infrastructure

Page 21 GAO- 01- 959T Electronic Government

ensuring the successful implementation of e- government initiatives are the
following:

Adequate network capacity, or bandwidth. Government agencies need to
consider the amount of electronic traffic that will be generated by an
electronic offering and provide adequate resources to support that load. As
we reported in September 2000, some Web sites have been completely
overwhelmed and disabled when far greater numbers of users visited the sites
than their developers anticipated. 45

System and platform reliability. The Web servers and other computer
platforms that support e- government services- including their operating
systems and the software that connects them- must also be capable of
supporting potentially heavy user demands and must run reliably. The systems
must reliably (1) confirm that a transaction is complete and (2) abort a
transaction completely and consistently in the event that some problem
arises. In the private sector, customers generally expect e- businesses to
be up and running 24 hours a day, 7 days a week, providing smooth, efficient
transactions without significant delays. Electronic government will likely
need to meet this standard. Providing such continuous, reliable service for
potentially large numbers of customers requires careful planning and design.
Where heavy traffic is expected, for example, load balancers may be needed
to intercept Web traffic going to an agency?s site and efficiently
distribute it among an array of servers to prevent any one system from
becoming overwhelmed and to provide automatic immediate backup in the event
that a particular machine fails.

Technology Alternatives. As we noted in May 2000, the government?s Web-
based applications are not necessarily the only incarnation that egovernment
will take. 46 As more of the public moves to compact wireless devices, the
government will need to ensure that its applications are accessible by more
than just a small number of enduser systems, or platforms. In all
likelihood, a variety of media will be needed for conducting transactions,
from traditional paper- based methods on one end of the spectrum to small
wireless receivers on the other.

45 GAO/ AIMD- 00- 282, September 15, 2000. 46 GAO/ T- AIMD/ GGD- 00- 179,
May 22, 2000.

Page 22 GAO- 01- 959T Electronic Government

Technology refreshment. As technology continues to evolve, government will
be challenged to enhance existing electronic applications to incorporate new
technologies and provide better service. A good example is the federal
government?s FirstGov Web portal. Last year we noted that the inauguration
of FirstGov represented a significant achievement in that an important and
previously unavailable capability- searching the entire government?s Web
pages- was rapidly and successfully put into place. 47 Without detracting
from that accomplishment, we also noted that FirstGov?s search engine was
not particularly context- sensitive. In other words, if

a given search did not produce helpful information, it was up to the user to
define and redefine the search in ways that might return more meaningful
information. FirstGov officials are taking steps to improve their search
technology, such as adding links to the states and defining and
incorporating key words that will trigger predefined results. These and
other enhancements will be needed as search technology advances. If FirstGov
is not continually enhanced to provide better results to citizens? queries,
the initial luster of the government?s accomplishment may soon fade.

In addition, even a smoothly operating electronic delivery service will fail
to fulfill the promise of e- government if it is isolated from or unable to
work with other related applications. Many e- government applications
clearly need to communicate among themselves and exchange relevant data-
especially those involved in processing transactions. The Extensible Markup
Language, or XML, is one recent technology development that may help in this
regard, although its ultimate role is not yet known. Mr. Chairman, at your
request, we are conducting a study on the use of XML in the federal
government. Our work is not yet complete, however, at your request we are
providing some information on this topic.

XML provides a standard way to tag or ?mark up? pieces of information so
that they can be readily identified and exchanged among disparate computer
applications. XML holds the promise of facilitating transactions and
bringing together data from computer systems that previously were difficult
to access and integrate. For example, a pilot project is underway to enhance
the successful FedStats. gov Web site through the use of an XML- based
?content network.? Instead of simply being a repository for statistical data
that is updated only at certain specified times, the XMLbased FedStats site
would link users directly to the source data within

47 Electronic Government: Opportunities and Challenges Facing the FirstGov
Web Gateway (GAO- 0187T, October 2, 2000).

Page 23 GAO- 01- 959T Electronic Government

individual agencies, significantly enhancing their ability to access needed
data.

Some formidable organizational challenges must be met before the potential
of XML can be fully realized. XML, by design, stops short of defining
specific data standards, such as the data fields that might appear on an
electronic application form or the protocols necessary to conduct complete
business transactions. Therefore, consensus must be reached- both in the
private sector as well as in government- on how to set such standards and
conform to them in a meaningful way. Moreover, a number of industry
organizations are already using XML to define their own vocabularies for
business relationships and transactions. Examples include electronic
business XML (ebXML)- a set of specifications that together act as a
complete, modular framework so that anyone can do business with anyone else
over the Internet- and the Extensible Business Reporting Language (XBRL), a
specification for reporting financial information that enhances the transfer
and analysis of that information. The federal government will need to
determine which of the many developing XML standards it intends to adopt,
and agencies will need incentives to comply with the specific XML data
formats that emerge as governmentwide standards.

A first step in this direction would be the establishment of a
governmentwide registry, where specific XML data standards could be
collected and referenced. Such a registry would allow early XML adopters to
share information on the data formats they are using and could assist in
determining what standards to adopt in the future. The CIO Council?s XML
Working Group has sponsored an effort with the National Institute of
Standards and Technology and the General Services Administration to develop
a pilot for such a registry, although work still needs to be done to define
how the registry should be administered and maintained on an ongoing basis.
The establishment of this registry will be critical to the success of XML as
a broad facilitator of information exchange.

The demand for IT workers is high and growing. The Bureau of Labor
Statistics projects that the demand for computer systems analysts,
engineers, and scientists will almost double between 1998 and 2008 and the
demand for computer programmers will increase by 30 percent during the same
time period. 48 In September 2000, we reported that to enhance

48 ? The 1998- 2008 job outlook in brief? (Occupational Outlook Quarterly,
Bureau of Labor Statistics, Spring 2000). Human Capital: IT

Workforce Management

Page 24 GAO- 01- 959T Electronic Government

U. S. workers? ability to fill IT positions, the Department of Labor and the
National Science Foundation were working to improve the IT skills of the U.
S. workforce. 49 The employers we contacted told us that they are also
trying to improve U. S. workers? IT skills, and identified a variety of
shortterm methods, such as retraining new or existing employees, to provide
U. S. workers with the needed skills.

The need for qualified IT professionals puts governments in direct
competition with the private sector for scarce resources. In addition, the
increasing government reliance on private sector service providers and
outsourced application development has created a growing demand in the
federal workplace for more traditional skills, such as sourcing and contract
management and project and program management.

With respect to the federal government, another major concern is that a
substantial portion of the federal workforce will retire between fiscal
years 1999 and 2006. We recently estimated that by 2006 about 31 percent 50
of 24 major departments and agencies? employees working in 1998 will be
eligible to retire, and that through the end of 2006 about half of those
eligible will actually retire. 51 In addition, all 24 major departments and
agencies reported that the computer specialist series was considered
mission- critical occupations and we estimated that 30 percent of employees
in this series would be eligible to retire by the end of fiscal year 2006,
and that 14 percent would retire by then.

To help address IT human capital issues, the CIO Council and the
Administrative Office of the U. S. Courts asked the National Academy of
Public Administration (NAPA) to study IT compensation strategies and to make
recommendations on how the government can best compete for IT talent. NAPA
has completed and reported on the first phase of this study. Table 1
summarizes NAPA?s overall comparison of compensation and work factors among
various sectors, which demonstrates some of the similarities and differences
among the sectors. NAPA?s high, medium, and low designations shown below are
based on an overall evaluation of data

49 H- 1B Foreign Workers: Better Controls Needed to Help Employers and
Protect Workers (GAO/ HEHS- 00- 157, September 7, 2000). 50 The eligibility
estimate of 31 percent is based on cumulative data, which includes those
already eligible and those reaching retirement eligibility between fiscal
years 1999 through 2006, less the estimated 4 percent who are estimated to
leave before they become eligible to retire.

51 Federal Employee Retirements: Expected Increase Over the Next 5 Years
Illustrates Need for Workforce Planning (GAO- 01- 509, April 27, 2001).

Page 25 GAO- 01- 959T Electronic Government

and information obtained for organizations in each sector in comparison with
the other sectors.

Table 1: Overall Comparison of Compensation and Work Factors Sector Salary

levels Work- life benefits Rewards/

recognition Advancement/ training Use of

recruiting tools Federal Low High Low Low Low State Low Medium Medium Medium
Medium Local Low Medium Medium Low Low Nonprofit Medium Medium Medium Medium
High Private High High High High High Academia Medium High Medium Medium
Medium

Source: Comparative Study of Information Technology Pay Systems: Executive
Study (NAPA, March 2001). NAPA?s final report is expected to be completed by
mid- September and will contain an evaluation of alternative compensation
models and address recommended solutions.

Without fully developing staff capabilities, agencies stand to miss out on
the potential customer service benefits presented by technology. Employees
must have the training and tools they need to do their jobs. The process of
adopting a new system can be made much less difficult by offering well-
designed, user- oriented training sessions that demonstrate not only how the
system works, but how it fits into the larger work picture and ?citizen as
customer? orientation. A significant challenge for all agencies is providing
internal incentives for customer service, reducing employee complaints, and
cutting the time employees spend on non customer- related activities.

An important policy consideration governments face is how to provide
services and access to those segments of the population with limited
Internet access and ensure their participation in this new electronic
environment. While an October 2000 Department of Commerce report 52 found
that the overall level of U. S. digital inclusion is rapidly increasing,

52 Falling Through The Net: Toward Digital Inclusion (U. S. Department of
Commerce, October 2000). Ensuring Uniform Service

to the Public

Page 26 GAO- 01- 959T Electronic Government

with gains being made by groups that have traditionally been digital ?have

nots,? a digital divide remains or has expanded slightly in some cases. For
example, (1) people with a disability are only half as likely to have access
to the Internet as those without one, (2) large gaps for Blacks and
Hispanics remain when measured against the national average, and (3)
individuals 50 years of age or older are among the least likely to be
Internet users.

The challenge for policymakers in the long run will be to determine whether
any continuing disparities in the availability and use of the Internet among
different groups of Americans threaten to offer citizens separate levels of
service and access. This presents an immediate and complex leadership
challenge confronting government policymakers and managers: the need to
adopt informed strategies to guide agencies in how best to use the Internet
to deliver services to all citizens and business partners. Multiple access
methods to government services and processes- in person, by phone, via fax,
using public kiosks- may be essential to supplement Internet use.

The Congress has taken action to address the digital divide that confronts
people with disabilities. Specifically, the Workforce Investment Act of 1998
53 (section 508 of the Rehabilitation Act, 29 U. S. C. 794d) requires
federal departments and agencies and the U. S. Postal Service to procure,
develop, maintain, and use electronic and information technology 54 that is
accessible for people with disabilities- including both federal employees
and members of the public- unless an undue burden would be imposed on the
department or agency. An April 2000 Department of Justice report 55 to the
President on this law, which was based on section 508 self- evaluations
conducted by federal agencies in 1999, indicated that while several agencies
are models for accessibility, others need improvement. Justice also reported
that (1) federal agency Internet and Intranet sites contained some barriers
to access for people with disabilities, (2) almost all software applications
contained some barriers to some people with disabilities, although most
provided a fair degree of accessibility to most people with

53 P. L. 105- 220 54 Electronic and information technology is defined as any
equipment or interconnected system or subsystem of equipment that is used in
the automatic acquisition, storage, manipulation, management, movement,
control, display, switching, interchange, transmission, or reception of data
or information. It includes computers, ancillary equipment, software,
firmware and similar procedures, services (including support services), and
related resources.

55 Information Technology and People with Disabilities: The Current State of
Federal Accessibility (Department of Justice, April 2000).

Page 27 GAO- 01- 959T Electronic Government

disabilities, and (3) telecommunications posed specific accessibility issues
for almost every community of persons with disabilities and few agencies
were fully utilizing available services such as the Federal Information
Relay Service (which allows deaf and hard of hearing people to communicate
via telephone with people who do not have special equipment). The Department
of Justice is due to submit another report to the President on this issue by
August 7 of this year. This report is expected to focus on the accessibility
of federal agencies? Web sites.

As called for by this law, on December 21, 2000, the Architectural and
Transportation Barriers Compliance Board 56 published its final rule, which
became effective on June 21, on electronic and information technology
accessibility standards. A little over 4 months after these standards were
published, the Civilian Agency Acquisition Council and the Defense
Acquisition Regulations Council published a final rule amending the Federal
Acquisition Regulation to incorporate these standards, which became
effective June 25.

Recently, the National Council on Disability 57 reported that individual
leadership and commitment on the part of officials and staff, particularly
at federal agencies, largely accounted for the relative success in
implementing pro- accessibility measures. 58 However, the council cautioned
that the institutionalization of these practices and policies remains
tenuous. Accordingly, the council made a series of recommendations for
implementing and enhancing current laws and practices. For example, the
council recommended that (1) OMB provide guidance on documenting the
integration of accessibility considerations into agency information
technology polices, practices, and decisions, (2) individual agencies and
the Department of Justice develop a system for random periodic auditing of
Web sites to ensure that standards of accessibility are maintained, and (3)
the Department of Justice develop a procedure for verifying agency self-
reporting of progress.

56 The Architectural and Transportation Barriers Compliance Board is an
independent agency whose primary mission is to promote accessibility for
individuals with disabilities. The board consists of 25 members, 13 of whom
are appointed by the President, a majority of who are required to be
individuals with disabilities. The other 12 members are from various federal
agencies, such as the Departments of Defense, Health and Human Services, and
Veterans Affairs, and the U. S. Postal Service.

57 The National Council on Disability is an independent federal agency with
15 members appointed by the President and confirmed by the Senate. The
Council promotes policies, programs, practices, and procedures that
guarantee equal opportunity for all individuals with disabilities and to
empower individuals with disabilities to achieve economic self- sufficiency,
independent living, and inclusion and integration into all aspects of
society.

58 The Accessible Future (National Council on Disability, June 21, 2001).

Page 28 GAO- 01- 959T Electronic Government

The many challenges associated with the effective implementation of
egovernment initiatives require strong central leadership to overcome. Mr.
Chairman, in introducing S. 803, the E- Government Act of 2001, you have
recognized this need and have sought to provide it through the establishment
of a federal CIO.

As we have previously testified, the government?s current information
resources and technology management framework can be strengthened by
establishing a central focal point, such as a federal CIO. 59 Clearly,
departments and agencies should have the primary responsibility and
accountability for decisions related to IT investments and spending
supporting their missions and statutory responsibilities. But governmentwide
issues need a strong catalyst to provide substantive leadership, full- time
attention, consistent direction, and priority- setting for a growing agenda
of government issues, such as e- government, security, and large- scale IT
investments. A federal CIO could serve as this catalyst, working in
conjunction with other executive officials to ensure that information
resources and technology management issues are addressed within the context
of the government?s highest priorities and not in isolation from them.

During the period of the legislative deliberations on the Clinger- Cohen
Act, we supported strengthened governmentwide management through the
creation of a formal CIO position for the federal government. 60 More
recently, in September 2000 we called for the Congress to consider
establishing a formal CIO position for the federal government to provide
central leadership and support. 61 As we noted then and reemphasized in
April, 62 a federal CIO would bring about ways to use IT to better serve the
public, facilitate improving access to government services, and help restore
confidence in our national government. With respect to specific
responsibilities, a federal CIO could be responsible for key functions, such
as overseeing federal agency information technology and management

59 Federal Chief Information Officer: Leadership Needed to Confront Serious
Challenges and Emerging Issues (GAO/ T- AIMD- 00- 316, September 12, 2000).
60 Government Reform: Legislation Would Strengthen Federal Management of
Information and Technology (GAO/ T- AIMD- 95- 205, July 25, 1995),
Government Reform: Using Reengineering and Technology to Improve Government
Performance (GAO/ T- OCG- 95- 2, February 2, 1995), and Improving
Government: Actions Needed to Sustain and Enhance Management Reforms (GAO/
T- OCG- 94- 1,

January 27, 1994). 61 GAO/ AIMD- 00- 290, September 12, 2000.

62 Information and Technology Management: Achieving Sustained and Focused
Governmentwide Leadership (GAO- 01- 583T, April 3, 2001). Proposed
Legislation

Would Establish a Federal CIO Who Could Address Egovernment

Challenges

Page 29 GAO- 01- 959T Electronic Government

activities, managing crosscutting issues, ensuring interagency coordination,
serving as the nation?s chief IT spokesman internationally, and maintaining
appropriate partnerships with state, local, and tribal governments and the
private sector. A federal CIO could also participate in establishing funding
priorities, especially for crosscutting e- government initiatives such as
the President?s proposed e- government fund (estimated to include $100
million over 3 years), which is expected to support interagency e-
government initiatives.

Consensus has not been reached within the federal community on the need for
a federal CIO. Even individuals or organizations that support a federal CIO
disagree on the structure and authorities of such an office. In addition,
while CIOs or equivalent positions exist at the state level no single
preferred model has emerged. The specific roles, responsibilities, and
authorities assigned to the CIO or CIO- type position vary, reflecting the
needs and priorities of the particular government. Our research has also
found that diversities in corporate missions, structures, cultures, and
capabilities prohibit a prescriptive approach to information management
leadership. 63 Instead, executives in leading organizations ensure that
their CIO models are consistent with the business, technical, and cultural
contexts of their enterprises. By defining mission improvement objectives,
senior executives determine whether their organization needs a CIO who is a
networking/ marketing specialist, business change agent, operations
specialist, policy/ oversight manager, or any combination thereof.

In mid- June, OMB announced the establishment of an Associate Director for
Information Technology and E- Government who will report to the Deputy
Director for Management (the Deputy Director would act in the capacity of
the federal CIO). According to the announcement from OMB, the Associate
Director?s responsibilities include (1) ensuring that the federal government
takes maximum advantage of digital technology and best practices to improve
quality, effectiveness, and efficiency, (2) leading the development and
implementation of federal IT policy, and (3) directing the activities of the
CIO Council. Since this is a new position, the specific authorities and
duties of this official are unclear. For example, OMB?s announcement stated
that the Associate Director would be responsible for the e- government fund
but was not specific as to whether this included, for instance,
administering the fund and/ or approving initiatives from agencies seeking
to use the fund. It is also unclear how the Associate Director would relate
to the Administrator of the Office of Information and Regulatory Affairs
(OIRA) who has statutory information technology and

63 GAO- 01- 376G, February 2001.

Page 30 GAO- 01- 959T Electronic Government

information resources management responsibilities under the Paperwork
Reduction Act.

Your proposal, Mr. Chairman, would establish a federal CIO in statute. In
this case, the federal CIO- appointed by the President and confirmed by the
Senate- would report to the Director of OMB. The CIO would head a newly
created Office of Information Policy and his or her responsibilities would
include reviewing agency budget requests related to IT capital planning and
investments, implementation of the Privacy Act, oversight of GPEA
implementation, promulgation of federal information technology standards and
guidelines, consultation with the General Services Administration on
expenditures from its IT fund, and governmentwide statistical policy.

There are strengths associated with S. 803?s federal CIO approach. Clearly,
a single, central focus for information resources and technology management
would exist in the federal government. A primary concern we have with OMB?s
structure as it relates to information resources and technology management
is that, in addition to their responsibilities in these areas, both the
Deputy Director for Management and the OIRA Administrator have other
significant duties, which necessarily restrict the amount of attention that
they can give to information resources and technology management issues. 64
A federal CIO, like agency CIOs, should be primarily concerned with
information resources and technology management. Your bill would address
this concern. Also, as the sole central focus for information resources and
technology management, the federal CIO could be used to resolve potential
conflicts stemming from conflicting perspectives or goals within the
executive branch agencies.

Moreover, by positioning the federal CIO in OMB, the bill allows the CIO to
leverage OMB?s budget- review role in dealing with the agencies. A strong
linkage with the budget formulation process is often a key factor in gaining
serious attention for management initiatives throughout government, and
reinforces the priorities of federal agencies? management goals.

Nevertheless, it is also important to note some potential challenges of
having the CIO position located in OMB. Other legislative proposals have
further elevated the visibility of the federal CIO by establishing a
position

64 While OMB?s Director is responsible for these functions, they delegated
to OIRA by the Paperwork Reduction Act. Under the Chief Financial Officers
Act, the OIRA Administrator reports to the Director of OMB through the
Deputy Director for Management.

Page 31 GAO- 01- 959T Electronic Government

that reports directly to the President and is also a Cabinet- level
official. 65 The importance of such high- level visibility should not be
underestimated. Our studies of leading public and private- sector
organizations have found that successful CIOs commonly are full members of
executive management teams. 66

S. 803?s federal CIO approach would also call for a delicate balancing act
among the multiple areas requiring this individual?s attention and
involvement. In particular, the bill calls for the federal CIO to play a
variety of roles in many of the bill?s governmentwide initiatives, studies,
and reports. For example, the bill calls on the federal CIO to (1) conduct a
study and report on the feasibility of integrating federal information
systems across agencies, (2) convene an interagency task force related to
on- line access to federally funded research and development, (3) oversee
the interagency initiative to develop common protocols for geographic
information systems, (4) develop and establish a public domain directory of
federal government Websites and post the directory on the Internet, and (5)
promulgate standards and criteria for agency Web sites. Any one of these may
be an appropriate role for the federal CIO, but they come coupled with the
other functions specifically delegated to the CIO (such as the delegation of
the OMB Director?s responsibilities for the implementation of the Privacy
Act) and the requirement that he or she be consulted on various issues. In
order to fulfill such an ambitious agenda, the federal CIO will need to have
sufficient and skilled staff and other available resources.

In addition to the establishment of a federal CIO, S. 803 contains many
other important provisions. For example, the bill establishes the existing
federal CIO Council in statute. Just as with the Chief Financial Officers?
Council, there are important benefits associated with having a strong
statutory base for the CIO Council. Legislative foundations transcend
presidential administrations, fluctuating policy agendas, and the frequent
turnover of senior appointees in the executive branch. Having congressional
consensus and support for the Council helps ensure continuity of purpose
over time and allows constructive dialogue between the two branches of
government on rapidly changing management and information technology issues
before it. Moreover, as prime users of performance and financial
information, having it statutorily based can help

65 H. R. 4670, the Chief Information Officer of the United States Act of
2000 and H. R. 5024, the Federal Information Policy Act of 2000. 66 GAO- 01-
376G, February 2001.

Page 32 GAO- 01- 959T Electronic Government

provide the Congress with an effective oversight tool in gauging the
progress and impact of the Council on advancing effective involvement of
agency CIOs in governmentwide IT initiatives.

The bill also (1) provides for a variety of measures that require using
Internet- based IT to enhance citizen access to government information and
services, (2) emphasizes the need to set and implement IT standards, and (3)
authorizes that $650,750,000 be appropriated to carry out several of its
provisions through fiscal year 2004 (the vast majority of these funds- $ 600
million- are earmarked for the bill?s E- Government Fund).

In conclusion, e- government offers many opportunities to better serve the
public, make government more efficient and effective, and reduce costs. The
federal government is making strides in trying to take advantage of these
opportunities although many of the more challenging initiatives are not yet
implemented. As these move forward, a strong focus on the costs, benefits,
and risks of the initiatives should be part of every decisionmaking forum.
While there are many challenges that could serve as potential stumbling
blocks if not overcome, such as privacy concerns, security, and the
technology itself, these risks can be managed with effective leadership and
management. A federal CIO- as called for by S. 803- could provide such
needed leadership. Your bill takes constructive steps toward creating a
federal CIO position that would address the many opportunities and
challenges posed by the government?s increasing foray into e- government.

For information about this testimony, please contact me at (202) 512- 6240
or by e- mail at mcclured@ gao. gov. Individuals making key contributions to
this testimony include John Christian, Felipe Colï¿½n, Jr., Lester Diamond,
John de Ferrari, Norman Heyl, Linda Lambert, and Henry Sutanto. Contacts and

Acknowledgments

Page 33 GAO- 01- 959T Electronic Government Selected GAO Products Related to
Electronic

Commerce and Electronic Government

Internet Pharmacies: Adding Disclosure Requirements Would Aid State and
Federal Oversight (GAO- 01- 69, October 19, 2000) Sales Taxes: Electronic
Commerce Growth Presents Challenges; Revenue Losses Are Uncertain (GGD/ OCE-
00- 165, June 30, 2000) Commodity Exchange Act: Issues Related to the
Regulation of Electronic Trading Systems (GGD- 00- 99, May 5, 2000) Trade
with the European Union: Recent Trends and Electronic Commerce Issues (GAO/
T- NSIAD- 00- 46, October 13, 1999) Electronic Banking: Enhancing Federal
Oversight of Internet Banking Activities (GAO/ T- GGD- 99- 152, August 3,
1999) Electronic Banking: Enhancing Federal Oversight of Internet Banking
Activities (GAO/ GGD- 99- 91, July 6, 1999) Securities Fraud: The Internet
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1999) Retail Payments Issues: Experience with Electronic Check Presentment
(GAO/ GGD- 98- 145, July 14, 1998) Identity Fraud: Information on
Prevalence, Cost, and Internet Impact is Limited (GAO/ GGD- 98- 100BR, May
1, 1998) Electronic Banking: Experiences Reported by Banks in Implementing
On- line Banking (GAO/ GGD- 98- 34, January 15, 1998)

Computer- Based Patient Records: Better Planning and Oversight By VA, DOD,
and IHS Would Enhance Health Data Sharing (GAO- 01- 459, April 30, 2001)
USDA Electronic Filing: Progress Made, But Central Leadership and
Comprehensive Implementation Plan Needed (GAO- 01- 324, February 28, 2001)
Information Security: IRS Electronic Filing Systems (GAO- 01- 306, February
16, 2001) Electronic Commerce

Electronic Government -

Agency- specific Initiatives

Page 34 GAO- 01- 959T Electronic Government

U. S. Postal Service: Postal Activities and Laws Related to Electronic
Commerce (GAO/ GGD- 00- 188, September 7, 2000) U. S. Postal Service:
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September 7, 2000) Defense Management: Electronic Commerce Implementation
Strategy Can Be Improved (GAO/ NSIAD- 00- 108, July 18, 2000) Food Stamp
Program: Better Use of Electronic Data Could Result in Disqualifying More
Recipients Who Traffic Benefits (GAO/ RCED- 00- 61, March 7, 2000) National
Archives: The Challenge of Electronic Records Management (GAO/ T- GGD- 00-
24, October 20, 1999)

National Archives: Preserving Electronic Records in an Era of Rapidly
Changing Technology (GAO/ GGD- 99- 94, July 19, 1999) Labor- Management
Reporting and Disclosure: Status of Labor?s Efforts to Develop Electronic
Reporting and a Publicly Accessible Database (GAO/ HEHS- 99- 63R, March 16,
1999)

Acquisition Reform: NASA?s Internet Service Improves Access to Contracting
Information (GAO/ NSIAD- 99- 37, February 9, 1999) Tax Administration:
Increasing EFT Usage for Installment Agreements Could Benefit IRS (GAO/ GGD-
98- 112, June 10, 1998) Social Security Administration: Responses to
Subcommittee Questions About the On- Line PEBES Service (GAO/ AIMD- 97-
121R, June 20, 1997) Social Security Administration: Internet Access to
Personal Earnings and Benefits Information (GAO/ T- AIMD/ HEHS- 97- 123, May
6, 1997)

Electronic Government: Selected Agency Plans for Implementing the Government
Paperwork Elimination Act (GAO- 01- 861T, June 21, 2001) Information
Management: Electronic Dissemination of Government Publications (GAO- 01-
428, March 30, 2001) Information Management: Progress in Implementing the
1996 Electronic Freedom of Information Act Amendments (GAO- 01- 378, March
16, 2001) Electronic Government General

Page 35 GAO- 01- 959T Electronic Government

Regulatory Management: Communication About Technology- Based Innovations Can
Be Improved (GAO- 01- 232, February 12, 2001) Electronic Government:
Opportunities and Challenges Facing the FirstGov Web Gateway (GAO- 01- 87T,
October 2, 2000) Electronic Government: Government Paperwork Elimination Act
Presents Challenges for Agencies (GAO/ AIMD- 00- 282, September 15, 2000)
Internet: Federal Web- based Complaint Handling (GAO/ AIMD- 00- 238R, July
7, 2000)

Federal Rulemaking: Agencies' Use of Information Technology to Facilitate
Public Participation (GAO/ GGD- 00- 135R, June 30, 2000) Electronic
Government: Federal Initiatives Are Evolving Rapidly But They Face
Significant Challenges (GAO/ T- AIMD/ GGD- 00- 179, May 22, 2000)
Information Technology: Comments on Proposed OMB Guidance for Implementing
the Government Paperwork Elimination Act (GAO/ AIMD- 99228R, July 2, 1999)
Internet and Electronic Dial- Up Bulletin Boards: Information Reported by
Federal Organizations (GAO/ GGD- 97- 86, June 16, 1997)

World Wide Web Sites: Reported by Federal Organizations (GAO/ GGD- 9786S,
June 1, 1997)

Acquisition Reform: Obstacles to Implementing the Federal Acquisition
Computer Network (GAO/ NSIAD- 97- 26, January 3, 1997) Bank Regulators'
Evaluation of Electronic Signature Systems (GAO- 01129R, November 8, 2000)

Electronic Signature: Sanction of the Department of State's System (GAO/
AIMD- 00- 227R, July 10, 2000) Corps of Engineers Electronic Signature
System (GAO/ AIMD- 97- 18R, November 19, 1996)

DOD's Reengineered Travel System Efforts (GAO/ AIMD- 96- 62R, March 8, 1996)

Air Force Automated Travel System (GAO/ AIMD- 95- 74R, February 14, 1995)
Electronic Signatures

Page 36 GAO- 01- 959T Electronic Government

Electronic Imaging (GAO/ AIMD- 95- 26R, November 10, 1994) Treasury
Electronic Signature Concept (GAO/ AIMD- 94- 167R, August 11, 1994)

RCAS Authentication (GAO/ AFMD- 93- 70R, May 4, 1993) National Institute of
Standards and Technology-- Use of Electronic Data Interchange Technology to
Create Valid Obligations (71 Comp. Gen. 109 (1991), December 13, 1991)

Telecommunications: Characteristics and Choices of Internet Users (GAO01-
345, February 16, 2001)

Telecommunications: Technological and Regulatory Factors Affecting Consumer
Choice of Internet Providers (GAO- 01- 93, October 12, 2000) Department of
Commerce: Relationship with the Internet Corporation for Assigned Names and
Numbers (GAO/ OGC- 00- 33R, July 7, 2000) Internet Census and Use Estimates
(GAO/ GGD- 97- 102R, May 12, 1997) Information Superhighway: An Overview of
Technology Challenges (GAO/ AIMD- 95- 23, January 23, 1995)

Internet Privacy: Implementation of Federal Guidance for Agency Use of
?Cookies? (GAO- 01- 424, April 27, 2001) Record Linkage and Privacy: Issues
in Creating New Federal Research and Statistical Information (GAO- 01-
126SP, April 2001) Internet Privacy: Federal Agency Use of Cookies (GAO- 01-
147R, October 20, 2000)

Internet Privacy: Comparison of Federal Agency Practices with FTC's Fair
Information Principles (GAO- 01- 113T, October 11, 2000) Internet Privacy:
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Principles (GAO/ AIMD- 00- 296R, September 11, 2000) Internet Privacy:
Agencies' Efforts to Implement OMB's Privacy Policy (GAO/ GGD- 00- 191,
September 5, 2000) Internet

Privacy

Page 37 GAO- 01- 959T Electronic Government

Social Security Numbers: Subcommittee Questions Concerning the Use of the
Number for Purposes Not Related to Social Security (GAO/ HEHS/ AIMD- 00-
253R, July 7, 2000) Computer Security: Weaknesses Continue to Place Critical
Federal Operations and Assets at Risk (GAO- 01- 600T, April 5, 2001)
Information Security: Advances and Remaining Challenges to Adoption of
Public Key Infrastructure Technology (GAO- 01- 277, February 26, 2001)
Information Security: Serious and Widespread Weaknesses Persist at Federal
Agencies (GAO/ AIMD- 00- 295, September 6, 2000) Critical Infrastructure
Protection: "ILOVEYOU" Computer Virus Highlights Need for Improved Alert and
Coordination Capabilities (GAO/ T- AIMD- 00181, May 18, 2000) Information
Security: Subcommittee Questions Concerning the Melissa Computer Virus (GAO/
AIMD- 99- 220R, June 18, 1999)

Information Security: The Melissa Computer Virus Demonstrates Urgent Need
for Stronger Protection Over Systems and Sensitive Data (GAO/ TAIMD- 99-
146, April 15, 1999)

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