e-RMA
Abstract
The internet and online technology enable 'anytime, anywhere' access to information and services and offers the potential to enhance the connection between the public and local government.
Increasingly the public is seeking to use the internet not just as a source of information, but as a medium to complete transactions. The demand for an internet-enabled local government sector has implications for RMA administration and this guidance note has been developed to encourage and assist councils to develop administration systems that will support the online delivery of RMA services (e-RMA).
The guidance note:
- describes what e-RMA is
- identifies the benefits of e-RMA
- identifies the key issues that should be considered when implementing e-RMA
- proposes key actions to help councils develop an e-RMA system.
Guidance note
- Introduction
- What is e-RMA?
- What are the benefits of e-RMA?
- How to implement e-RMA
- Key issues for delivery of e-RMA information and services
- Service delivery architecture
- Developing an e-RMA framework: e-RMA actions
Introduction
Increasingly councils are relying on technology to help streamline their RMA administrative processes so that people can more easily access relevant information and services at a time and location that suits.
To help encourage increased take up of e-RMA this note provides guidance on a range of matters councils should take into account before providing RMA related information and services electronically, including:
- ways an e-RMA system can be delivered
- ways councils can gauge their current provision of e-RMA information and services
- ideas on how councils can move towards achieving the electronic administration of the RMA
- key issues that RMA managers should consider to successfully adopt new technology.
The guidance note is not intended to be a technical 'how to' manual but to outline the organisational and structural features of an e-RMA system.
What is e-RMA?
In this guidance note e-RMA refers to an internet-enabled system of administering the RMA and includes:
- the range of applications of information and communications technology to support RMA planning
- the organisational and structural change required to support an e-RMA system.
The key features of e-RMA are:
- RMA information and services can be accessed online – providing access to RMA information and services is a primary feature of e-RMA. The range of information and services set out in this note form a starting point for developing an e-RMA system.
- a 'joined up’ approach – an e-RMA system should be compatible with other information and services provided on a council’s website. RMA information and services should also be usable and accessible by all potential users, and adhere to government standards and best practice.
- appropriate use of technology – technology should support RMA administration and enhance the performance of RMA practice. It should not require users to have unusual, costly and/or unsupported software. Text and map-based information should be presented in an appropriate format.
- fully integrated information technology 'back office' systems1 – developing an e-RMA system provides an opportunity to integrate the 'front' and 'back' office practices of councils and to create an integrated and coherent electronic process for RMA practice and procedures.
Further information concerning ways to transform how business is conducted within government and with the public can be found in the New Zealand e-Government Strategy.
What are the benefits of e-RMA?
A significant benefit of e-RMA is that it delivers RMA related information and services to the public wherever and whenever they want to access them (eg, at home or work).
Good access to RMA information and services:
- enables the public to participate in local government by being better informed
- provides a better and more available flow of information to agencies, applicants and other stakeholders
- improves efficiency by making RMA plans, policy statements and procedures more accessible
- improves accountability by making council records of RMA practices and procedures more accessible.
Access to a well developed e-RMA system also allows councils to:
- streamline their RMA consultation processes
- improve the efficiency of their RMA administration
- reduce ’face to face’ enquiries and allow RMA practitioners to focus on their other responsibilities
- reduce duplication and achieve economies of scale (eg, sharing information between organisations)
- increase productivity and improve customer service
- lower costs.
How to implement e-RMA
One of the primary issues for RMA managers is the need to be able to effectively communicate their requirements to those involved in the technical aspects of providing internet-enabled RMA administration systems. When considering the introduction of such a system RMA managers should, in conjunction with their information technology advisers, identify:
- who the potential users of the e-RMA information and services will be
- what their likely requirements are.
Potential users of internet-enabled services will generally expect:
- sites to be technically robust (ie, load well, perform well and have links that work) and easy to navigate (eg, through use of search aids)
- information to be up to date, relevant and authoritative and is able to be copied or printed
- access across a range of users and computer hardware and software platforms
- quick download speeds (eg, broad band vs dial-up).
Key issues for delivery of e-RMA information and services
Some key issues that should be considered when deciding how RMA information and services will be delivered through the internet include:
Access to the internet
Internet access cannot be assumed. Barriers to access may be physical (eg, the availability of computers, modems, telephone lines and network hardware) or may refer to a person’s ability or willingness to engage with a council through the internet. As it is impossible for councils to remove all of these barriers some level of ‘face-to-face’ service will still need to be provided.
Connection capacity
Developing e-RMA is currently limited by existing levels of broadband access. Although New Zealanders have one of the highest penetration rates for internet use in the world, most users only have dial-up connections (56kbit/sec and below) and this limits their ability to download large files and graphic images. More extensive broadband access will enable increased demand for e-RMA services to be met.
Web accessibility
Web accessibility refers to the potential that exists for people with disabilities or impairments to perceive, understand, navigate and interact with the web. E-RMA information and services need to be available in formats that can be accessed and altered by all possible users.
Cultural barriers
When developing material for the internet councils should consider the cultural diversity in their local area (eg, language) and how that may affect access to e-RMA services.
Trust
The security of personal data is a fundamental concern for internet users and may mean that some information should not be stored on internet-accessible databases.
Usability
Website users should be able to easily orientate themselves and to quickly navigate to the information and services they are seeking. When they have found their way to the information/services they should be able to easily interact with any feature available or conveniently download information.
Integrity
Integrity refers to the quality of the website and the internet-enabled RMA information and services available. Links within websites need to be robust and any information provided should be up to date, complete and authoritative.
Authentication
Authenticating the identity of a user is an important aspect of many RMA practices and procedures (eg, resource consent applications, submissions). It is a common issue in business and councils will also need to consider ways in which user identity can be authenticated.
Interoperability
Interoperability refers to the ability to transfer and use information in a uniform and efficient manner across multiple organisations and information technology systems.
Service delivery architecture
As well as engaging appropriate technical expertise to deliver an e-RMA system, RMA managers will need to consider how they organise or structure the technology (known as 'service delivery architecture') that will be used to deliver RMA information and services. The broad objectives for organising service delivery architecture are to:
- develop a common standard to avoid replicating efforts
- ensure organisational operations are externally and internally integrated
- allow seamless provision of information and services.
Councils should adopt a consistent approach to the management and delivery of on-line services. The e-Government website provides a useful source of further information to align e-RMA with other e-government information and services.
Developing an e-RMA framework: e-RMA actions
The following list outlines a range of actions councils can take to create an internet-enabled RMA administration system. The actions are set out in order of priority, moving from those that allow online access to government information, services and processes, to those that allow the public to interact and undertake e-RMA transactions online (eg, lodging resource consent applications and submissions).
The list is not exhaustive and is not intended to limit the range of information and services councils may wish to offer. A self-assessment template is also available. The template allows councils to measure their current online performance against the listed actions and to identify future targets.
Legal Considerations
Legal disclaimers
A statement of the provider’s legal position in relation to its e-RMA information and services should be visible to any person accessing the website. When preparing this statement, councils should consider:
- the robustness and accuracy of the information they are providing
- what caveats are applicable.
Many council websites already provide a disclaimer. The following is an example of the type of disclaimer that could be considered:
The information and advice contained on this website is made available in good faith but its accuracy and completeness cannot be guaranteed. If the information is to be relied on to support a resource consent or building consent application, it should be independently verified.
Resource Management Act (Forms, Fees and Procedures) Amendment Regulations 2006
The Resource Management Act (Forms, Fees and Procedures) Amendment Regulations has been amended to remove the requirement for signatures to be affixed on forms that are electronically submitted. This change principally applies to submission forms. Information regarding the amendment and the forms can be viewed on the Ministry for Environment website.
Electronic Transactions Act 2002 (ETA)
The basic premise of the ETA is that electronic documents are no more anonymous than any other form of communication, and that physical authentication requirements such as signatures now have computer-based 'electronic signature' equivalents.
However, an electronic signature is only reliable if the technology used to create it can reveal any alteration to the information after it has been signed. This means that appropriate technology support needs to be provided to cover those circumstances where authentication is important (eg, submissions on RMA plans or resource consents). Currently, this requirement can be met by electronic signature systems administered by certification authorities.
Current challenges
Future proofing the delivery of e-RMA information and services
While advances in technology make it difficult to predict how people will interact with the internet in the future, it is clear there will be a closer connection between people, technology and the internet. For councils, providing online information and services will be imperative if they wish to communicate with their communities.
As well as adopting new technologies, the internet will also encourage councils to change their service delivery models to take advantage of internet capability. With a single website acting as an online entry point to council information and services, it is no longer the structure of the organisation that will dictate how information and services will be provided. Instead online information and services are likely to be organised around user requirements (refer http://www.worksite.govt.nz/).
Looking to the future, councils will need to:
- focus the delivery of e-RMA services on those who will use these services, recognising that there may be different types of users (eg, general public vs professionals)
- review the scope and quality of RMA related information they have, and consider the most effective ways of sharing it and making it widely accessible
- develop a strategy to use information technology to deliver e-RMA services across their organisation, including staff at all levels
- investigate how e-RMA can be linked to other council land and property-related functions (eg, building control, environmental health and transport).
Further reading
Hernon, P., Cullen, R., Relya, H.C. 2006. Comparative perspectives on e-Government: Serving Today and Building for Tomorrow. The Scarecrow Press Inc., New Zealand.
Cullen, R., Hernon, P. 2004. Wired for Wellbeing: Publics response to e-Government. A report presented to the e-Government Unit of the State Services Commission, NZ Government, 9 June 2004.
Cullen, R., O’Connor, D., Veritt, A. 2003. An evaluation of Local Government websites in New Zealand. The World of e-Government: 184-211. Editors Gregory G. Curtain, Michael H. Sommer and Veronica Vis-Sommer. The Haworth Press Inc., New Zealand.
Useful websites
- UK Planning Portal and Planning and Regulatory Services Online
The United Kingdom is a leader in the provision of e-planning services and has developed a centralised website or planning portal to provide a one-stop shop to cater for all participants in the planning system.
Acknowledgements
This guidance was prepared for the Quality Planning Website by Philippa Ballantine and Neil Kane, Opus International Consultants Ltd, and Phillip Eyles and Darryl Lew, formerly of Opus International Consultants Ltd. It was further reviewed and shaped by Blair Devlin of the Brown & Pemberton Planning Group and Greg Vossler of the Ministry for the Environment.
The Ministry for the Environment would also like to thank the following people for peer reviewing this guidance note:
- David Moutfort, Christchurch City Council
- Gina Sweetman, SPS Ltd
- Jan Crawford, Planning Consultants Ltd
- Robert Schofield, Boffa Miskell Ltd.
This guidance note was prepared in August 2008.
1. The term 'back office' comes from the building layout of early companies where the front office would contain the customer-facing staff and the back office would be those involved in administration. In a virtual world, the front office is the council’s website, while the back office is the internal computing system.
