Info/California State of California

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As anyone who has ever waited in line to have a driver's license renewed or to acquire a fishing license can attest, accessing government services can be a difficult and time-consuming process. Info/California, which is sponsored by the California Health and Welfare Agency Data Center, solves these problems by enabling the public to receive a wealth of information about dozens of government programs at kiosks in shopping malls, libraries, grocery stores, and other public places. Using computer technology, the system provides a single point of contact for information about government services ranging from employment and welfare to transportation, health care, and education.

Simply by touching a computer screen, users can find out how to recycle old batteries, report child abuse, reregister cars, or order a copy of a birth certificate, and they can pay any charges by credit card directly at the kiosks. Through Info/California, the public can reach government services outside normal business hours, at a convenient location, in English or Spanish. If it is necessary to go in person to a government office for a particular service, Info/California computers tell users where to go and what documentation to bring.

Info/California began in 1991, with 15 kiosks in Sacramento and San Diego counties. Currently the kiosks offer information on 90 programs operated by 30 different agencies. Officials are in the process of expanding the system statewide, including adding seven more languages spoken in California.

Between October 1991 and February 1993, Info/California logged 184,729 user sessions, more than half of which were outside typical government hours. Three-quarters of the users surveyed said they found the system easy to use, and one-half said Info/California saved them a telephone call, letter, or trip to a government office. The most popular requests were for help in finding a job and obtaining information about schools, colleges, and student aid.

Info/California has so far cost $1 million to implement, with funding provided by the Health and Welfare Agency Data Center and a private corporation that participated in the pilot project. Using computers to provide government services is not new, but most such programs are operated by and for a single government agency or program. Info/California aims to put all of California's federal, state, county, and city agencies on the kiosk network. Info/California is unique in linking the kiosks directly to computers in various government agencies and in enlisting the participation of many agencies, thereby keeping costs down through economies of scale.