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E-Government Competencies: Looking Beyond Technology

E-Government Competencies: Looking Beyond Technology. James Griffin and Prof. Dr. Tino Schuppan WSIS Forum 2010 E-Government Expert Group Meeting 14 May 2010. Agenda. What are Compentencies Empirical findings Case Example Conclusions. Questions.

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E-Government Competencies: Looking Beyond Technology

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  1. E-Government Competencies: Looking Beyond Technology James Griffin and Prof. Dr. Tino Schuppan WSIS Forum 2010 E-Government Expert Group Meeting 14 May 2010

  2. Agenda • What are Compentencies • Empirical findings • Case Example • Conclusions

  3. Questions • What are compentencies and why are they relevant? • Which competencies are relevant for civil servants in the context of eGovernment? • What kind of competencies necessary for which groups and roles?

  4. What are Competencies?

  5. Qualifications vs. Competencies • Qualifications: Formal degrees, certifications, etc. • Competencies: What a person can really do in a working context • Information: „knowing“ something – but not necessarily being able to apply it. Qualifications are input oriented – competencies are output oriented

  6. Compentencies: Terminology Competency Types: technical, social, methodological, personal

  7. eGovernment Literature • Only a few scientific articles about competency requirements for eGovernment • Methodological competencies: e.g. cost effectiveness, project management and process management • High level of importance: social competencies • Subject-matter competencies are typically divided into

  8. Empirical Findings: Survey on e-Government Competencies

  9. Competencies Survey • 40 semi-standardized interviews each lasting approx. 90 minutes • 28 Interviews in the German state public administration • 12 experts from the scientific and consulting communities (with at least five years of experience) • Questions were related to existing eGovernment-skills and to future skill requirements

  10. Existing e-government skills

  11. Future e-government skills

  12. Survey Reflection • Considerable skill deficits in certain areas • The working level‘s qualifications and multimedia competencies generally rated as good • But: general deficits in the areas of strategy, organzational change and process • (IT) Compentencies of the leadership level decisive • Attitude and awareness changes and new networked thinking necessary as well as social and communicative competencies

  13. Case Example

  14. 311 in Miami • Simple, free access • Mon - Fri. 7am – 8pm, Sat 8am – 5pm • Offers services and information from 75+ departments • Languages English, Spanish, Creole • Project Initiatied 2002, Entered Service 2004

  15. Hurricane Wilma: Storm Damage in Miami

  16. 311 Organization Calls311 Citizen All questions Call Center 1. Level CRMDatabase Difficult questions 2. Level Knowledge Base Special questions Dept A Dept C Dept B 3. Level 3. Level 3. Level 75+ Departments, Agencies, Offices, etc

  17. Compentency Framework

  18. Next Steps • Verifying this qualification map in other countries • Incorporating this map in training and educational programs • Making competencies part of national strategies

  19. James Griffin jgriffin@ifg.cc IfG.CC – The Potsdam eGovernment Competence CenterAm Neuen Markt, 14467 PotsdameMail: office@ifg.cc, Web: www.ifg.cc

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