Experiences of successful e-Government services

1. Experiences of successful e-Government services Marc Ribes Board's Member of the e-Forum Association President of CTM "Consulting in Technology and Management for e-Governement" marc.ribes@wanadoo.fr Ph: +33 6 80 61 93 74 LORIS 2004 Conference

2. Administration #1 Administration #2 Government and e-Government Administration Portal e-procurement e-democracy e-learning e-health service -centres e-procedures

3. Implications • Procedures, information systems and the administration itself require reorganization • Interconnection at all levels • An opportunity to streamline procedures, increase effectiveness & efficiency • Adaptation of the legal environment • Access for everyone • Reduction of the digital divide • Internet access at low cost, kiosks,... • Multi-channel access to on-line services • Intermediation function • e-procedures, services centers,... • G2C, G2B, G2G

4. IT platform frontoffice pro- cessing inter-face Projects as a context process re-engineering service operation Internet connectivity hosting & operation back-office integration platform security legal and financial aspects marketing / communication e-payment data security end-user support electronic certificates

5. Internally Administration’s readiness evaluation Strategic roadmap definition Upgrade of internal capacities (network, legacy systems) Re-engineering of internal organisation Externally Selection of domains for experiments For businesses For individuals Launching of pilots in selected regions Generalisation to other regions Paving the way fore-Government with the structural funds

6. Some golden rules • A strong political leadership is necessary • Think big, start small, scale fast • Operation is a key issue • Measure the return on investment and communicate • Do not reinvent the wheel, rely on best practices

7. Some examples • UK – Liverpool City Council: Liverpool Direct • Austria – Burgenland: Technologie Zentrum Eisenstadt • Greece – University of Athens: Greek schools network

8. UK – Liverpool Direct http://www.liverpool.gov.uk • Main objectives • To transform the relationship with the citizens using ICT • To improve the council economy • To reduce bureaucracy • Development of Liverpool Direct, aservice centre dealing with face-to-face contacts, phone calls and e-mails • In figures: • 6 'new generation' customer contact centres ( 12) • 45,000 calls per week • 255 employees ( 500) • 24 x 7

9. Results • Cutting costs, enabling to reduce taxes by 3% • Debt collection: £500,000 in the first 8 weeks • New electronic telephone directory saving £60,000 per year • Human Resources intranet allowed to reduced staff from 206 to 120 • Digitalisation leads to reduction of space and sales of buildings • Better condition of work driving to less absenteeism • The keys for success: • Political involvement • Public-private partnership (Liverpool Direct Limited) • Business Process Reengineering

10. Austria - Burgenland http://www.tze.at/ • Objective: To transform a region known for its vineyards into a place dedicated to the development of state-of-the-art technology • Under Objective 1, European grants totalling EUR 7.2 millions have led to the creation of "Technologie Zentrum Eisenstadt (TZE)" in 1997 • Today, TZE hosts multinational firms, SMEs and young start-ups specialising in information technology • The Technology Centre consists in • ultramodern buildings and rooms with all the digital and IT facilities needed for activities based on advanced communication technologies • various collective facilities, such as a videoconferencing room.

11. Results • Creation of a pole of attraction • Choice of Eisenstadt based on its population characteristics • Key results: • since 1997, economy of the Eisenstadt basin has grown on average by 3.6% per annum • Creation of an additional 5 200 jobs • Burgenland now more competitive while offering numerous training and long-term employment opportunities • Creation of four other centres in Burgenland, based on the same model but specialised in other sectors

12. Greece – Schools network http://www.sch.gr/index_en.php • Objective: Creation of an Online educational community • Creation of a national infrastructure for innovative education methods and practices • Exploiting the latest information and communications technologies (ICT) and e-learning applications to establish a new educational network • Incorporates primary schools, secondary schools and the administrative offices of the Ministry of Education (over 8,000 units) • Four different levels: • In situ infrastructure: provision of computers and local network hardware tailored to specific educational needs • Network connectivity through a complex communication infrastructure (backbone network, decentralised distribution network and access network that interconnects users to the nearest point of presence. • telematics services for education, collaboration and communication to its users • educational content, provided through a portal specifically designed for the needs of the project

13. Results • Under Objective 1, European grants totalling EUR 26.2 millions (Total budget (1999-2005): EUR 44 millions) • Key figures: • More than 1.100 administrative units have access to GSN’s services • More than 8.000 teachers have personalized access to GSN’s services and almost 5.000 have personal dialup account • More than 1.000 new dialup users per week • Connection progress (May 2003) • Primary schools: 58% • Secondary schools: 100% • Main aspects: • Building of a dedicated backbone vs ISP • Use of open source software • Content control

14. Thank you for your attention marc.ribes@wanadoo.fr Ph: +33 6 80 61 93 74