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eGovernment

eGovernment. Gareth Hughes CEO, eris@. INTRER-REGIONAL Co-operation in eGovernment, eGovernance & eDemocracy. eLicenses. Champion. Promoter. eVOTING. Simpler government. eProcurement. Drivers for change. eTransport. Standards. eTRANSPARENCY. Security & Privacy. Return on

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eGovernment

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  1. eGovernment Gareth Hughes CEO, eris@

  2. INTRER-REGIONAL Co-operation in eGovernment, eGovernance & eDemocracy eLicenses Champion Promoter eVOTING Simpler government eProcurement Drivers for change eTransport Standards eTRANSPARENCY Security & Privacy Return on investment Computerise government ? Inter- operability Reorganise Enabler Civil Servants Unifyer Models for eGov ? Cheaper & more efficient government Better & more cost- effective services ePlanning eSocial Services Business Citizens Catalyser Leader Politicians Knowledge Management Re-engineer Change Management Transform government ? Education & training eACCOUNTABILITY Generation Delay ? Culture Change ePARTICIPATION More responsive government eHealth eTaxes Partner Exemplar eLearning

  3. eLicenses Champion Promoter eVOTING Simpler government eProcurement Drivers for change eTransport Standards eTRANSPARENCY Security & Privacy Return on investment Computerise government ? Inter- operability Reorganise Enabler Civil Servants Unifyer Models for eGov ? Cheaper & more efficient government Better & more cost- effective services ePlanning eSocial Services Business Citizens Catalyser Leader Politicians Knowledge Management Re-engineer Change Management Transform government ? Education & training Generation Delay ? Culture Change eACCOUNTANCY ePARTICIPATION More responsive government eHealth eTaxes Partner Exemplar eLearning

  4. eLicenses Champion Promoter eVOTING Simpler government eProcurement Drivers for change eTransport Standards eTRANSPARENCY Security & Privacy Return on investment Computerise government ? Inter- operability Reorganise Enabler Civil Servants Unifyer Models for eGov ? Cheaper & more efficient government Better & more cost- effective services ePlanning eSocial Services Business Citizens Catalyser Leader Politicians Knowledge Management Re-engineer Change Management Transform government ? Education & training Generation Delay ? Culture Change eACCOUNTANCY ePARTICIPATION More responsive government eHealth eTaxes Partner Exemplar eLearning

  5. Models for eGov ?

  6. Civil Servants Models for eGov ? Politicians

  7. Civil Servants Models for eGov ? Business Citizens Politicians

  8. Civil Servants Models for eGov ? Cheaper & more efficient government Better & more cost- effective services Business Citizens Politicians

  9. Computerise government ? Civil Servants Models for eGov ? Cheaper & more efficient government Better & more cost- effective services Business Citizens Politicians Transform government ?

  10. Simpler government Computerise government ? Civil Servants Models for eGov ? Cheaper & more efficient government Better & more cost- effective services Business Citizens Politicians Transform government ? More responsive government

  11. Simpler government Computerise government ? Inter- operability Reorganise Civil Servants Models for eGov ? Cheaper & more efficient government Better & more cost- effective services Business Citizens Politicians Knowledge Management Re-engineer Transform government ? More responsive government

  12. Simpler government Security & Privacy Return on investment Computerise government ? Inter- operability Reorganise Civil Servants Models for eGov ? Cheaper & more efficient government Better & more cost- effective services Business Citizens Politicians Knowledge Management Re-engineer Change Management Transform government ? Education & training More responsive government

  13. Simpler government Drivers for change Standards Security & Privacy Return on investment Computerise government ? Inter- operability Reorganise Civil Servants Models for eGov ? Cheaper & more efficient government Better & more cost- effective services Business Citizens Politicians Knowledge Management Re-engineer Change Management Transform government ? Education & training Generation Delay ? Culture Change More responsive government

  14. Champion Promoter Simpler government Drivers for change Standards Security & Privacy Return on investment Computerise government ? Inter- operability Reorganise Enabler Civil Servants Unifyer Models for eGov ? Cheaper & more efficient government Better & more cost- effective services Business Citizens Catalyser Leader Politicians Knowledge Management Re-engineer Change Management Transform government ? Education & training Generation Delay ? Culture Change More responsive government Partner Exemplar

  15. eLicenses Champion Promoter Simpler government eProcurement Drivers for change eTransport Standards Security & Privacy Return on investment Computerise government ? Inter- operability Reorganise Enabler Civil Servants Unifyer Models for eGov ? Cheaper & more efficient government Better & more cost- effective services ePlanning eSocial Services Business Citizens Catalyser Leader Politicians Knowledge Management Re-engineer Change Management Transform government ? Education & training Generation Delay ? Culture Change More responsive government eHealth eTaxes Partner Exemplar eLearning

  16. eLicenses Champion Promoter eVOTING Simpler government eProcurement Drivers for change eTransport Standards eTRANSPARENCY Security & Privacy Return on investment Computerise government ? Inter- operability Reorganise Enabler Civil Servants Unifyer Models for eGov ? Cheaper & more efficient government Better & more cost- effective services ePlanning eSocial Services Business Citizens Catalyser Leader Politicians Knowledge Management Re-engineer Change Management Transform government ? Education & training eACCOUNTABILITY Generation Delay ? Culture Change ePARTICIPATION More responsive government eHealth eTaxes Partner Exemplar eLearning

  17. eGovernment, eGovernance & eDemocracy in support of REGIONAL Identity, Development & Sustainability eLicenses Champion Promoter eVOTING Simpler government eProcurement Drivers for change eTransport Standards eTRANSPARENCY Security & Privacy Return on investment Computerise government ? Inter- operability Reorganise Enabler Civil Servants Unifyer Models for eGov ? Cheaper & more efficient government Better & more cost- effective services ePlanning eSocial Services Business Citizens Catalyser Leader Politicians Knowledge Management Re-engineer Change Management Transform government ? Education & training eACCOUNTABILITY Generation Delay ? Culture Change ePARTICIPATION More responsive government eHealth eTaxes Partner Exemplar eLearning

  18. eis for . . . . electronic eLicenses Champion Promoter eVOTING Simpler government eProcurement Drivers for change eTransport Standards eTRANSPARENCY Security & Privacy Return on investment Computerise government ? Inter- operability Reorganise Enabler Civil Servants Unifyer Models for eGov ? Cheaper & more efficient government Better & more cost- effective services ePlanning eSocial Services Business Citizens Catalyser Leader Politicians Knowledge Management Re-engineer Change Management Transform government ? Education & training eACCOUNTABILITY Generation Delay ? Culture Change ePARTICIPATION More responsive government eHealth eTaxes Partner Exemplar eLearning

  19. eis for . . . . electronic enhanced empowered eLicenses Champion Promoter eVOTING Simpler government eProcurement Drivers for change eTransport Standards eTRANSPARENCY Security & Privacy Return on investment Computerise government ? Inter- operability Reorganise Enabler Civil Servants Unifyer Models for eGov ? Cheaper & more efficient government Better & more cost- effective services ePlanning eSocial Services Business Citizens Catalyser Leader Politicians Knowledge Management Re-engineer Change Management Transform government ? Education & training eACCOUNTABILITY Generation Delay ? Culture Change ePARTICIPATION More responsive government eHealth eTaxes Partner Exemplar eLearning

  20. Rationale for Inter-Regional Co-operation • eGovernment is complex and hard to do - joint development makes sense • Lower costs - division of labour • Faster results - shared experience and team working • More inter-operable - shared systems wherepossible • Lower risks (of failures) - “two heads are better than one” • Simpler, faster, cheaper, more convenient service delivery for ‘clients’ (citizens, enterprises, other public agencies) • More competitive local & regional economies • Shared responsibility for spatial issues • Potential for more sustainable development

  21. SME School MNC State Govt Social Services SME Hospital SME Enterprises Government MNC Regional Govt SME LA Consumer Patient Worker Learner Worker Parent Citizens Parent Learner

  22. These sub-systems are inter-dependent • Government depends on enterprises and citizens for tax revenue • Enterprises depend on government for supportive business conditions • Citizens depend on government for services, law and order etc., etc. • Government can be a catalyst for access to the information society • Modernising government services • Ensuring equal access (overcoming the digital divide) • Promoting eLiteracy • Fostering the Knowledge Society and the New Economy • Access to the Information society supports eBusiness development • eGovernment could contribute to territorial equity and better spatial balance

  23. Some Issues for Co-operation • Digital Divide • Affordable access to terminal equipment, networks and services (PIAPs) • ICT Skills development • People with special needs • Urban-rural divide • Harmonisation and inter-operability : standards & security • Authentication - smart cards • Cross-border movement (e.g. tourism) • Open Source Software • eDemocracy • eVoting, Participation, Accountability & Transparency • eHealth • Electronic patient records • eTransport

  24. Some Issues for Co-operation (contd.) • Spatial development & balance • Distributed & dispersed government ?? • Reduced travel (+ less pollution and congestion) • Better services to rural communities • Changing the balance between urban and rural

  25. Level 4 Integration Cross-agency information and transactions are available via intention based portals Back offices are integrated and business processes are re-engineered Level 3 Transaction User communicates electronically with single government agencies, and applications of the agencies respond electronically to the user Level 2 Interaction Users communicate electronically with single government agencies, but agencies don’t necessarily communicate electronically with the user Customer Value Level 1 Information Government agencies publish information on the web Complexity / Costs

  26. FOUR PUBLIC SERVICE CLUSTERS 1. Income-generating services 2. Registration Survey average: 45% Cluster average: 62% Cluster average: 44% 3. Returns 4. Permits & Licenses Cluster average: 40% Cluster average: 33%

  27. BASIC CONDITIONS • Know your customer- put the customer at the centre of the solution and make it accessible by all • Identification and authentication is crucial - capturing the same basic information once • High level leadership and commitment is essential -agreeing the goals, securing the resources, overcoming resistance to change • Security and privacy are pre-requisites - without trust, the customer will not use the services ID and security systems should be implemented by national Governments

  28. CONTRACT WITH CITIZENS & ENTERPRISES • eGovernment is an extension of existing services - not a substitute. It needs to be • multi-channel • universally accessible • simple and user-friendly • transactional • citizen-centric (based around life events) • efficient and effective • widely promoted

  29. ORGANISING FOR eGOVERNMENT (Integration) • Connecting the Front Office to the Back Office Rare Very rare Non-existent • Re-engineering the Back Office • Connecting agencies and departments to each other • If you only put Web Pages in front of poor business processes then you demonstrate to the whole world how poor your processes really are. • First you have to manage an internal business integration before you start to develop cooperative externalprocesses. Michael Hammer, Philadelphia 1999

  30. BENEFITS • Faster, better, more convenient services • Increased efficiency and reduced costs • Increased transparency and accountability • Stimulus for e-Commerce and ICT use • Increased (democratic) participation • Joined-up (and better) government COSTS & RISKS • Widening the digital divide • Costs (while maintaining traditional systems) • Job losses • White elephants (‘getting it wrong’) • Abuse and misuse

  31. CONCLUSIONS • The commitment and enthusiasm are there - and there’s a belief in the public sector that it’s on track. • Think big, start small, scale fast. • Top level commitment is required • Develop a sound business case • Know your customers, respond to their needs. • Encourage and promote usage • Back office integration is in its infancy - but is critical • Focus on cross-government connectivity • Quickly resolve ID/authentication issues & systems • Address security and privacy concerns The modern customer wants choice, convenience and control ….

  32. Thank you for your attention ghughes@irisi.u-net.com

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