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Key Elements for electronic Local Authorities’ Networks

Cagliari, 27 th May 2002 Walter Wenzel CEO of KEeLAN project. Key Elements for electronic Local Authorities’ Networks. INTRODUCTION Objective of KEeLAN. Provide local administrations in Europe and the EC with a relevant tool package for e Europe

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Key Elements for electronic Local Authorities’ Networks

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  1. Cagliari, 27th May 2002 Walter Wenzel CEO of KEeLAN project Key Elements for electronic Local Authorities’ Networks

  2. INTRODUCTION Objective of KEeLAN • Provide local administrations in Europe and the EC with a relevant tool package for eEurope • to develop a vision and a strategic approach towards internet based e-government for local authorities; a tailor-made marching route • to stimulate local authorities in their transition process towards modernisation; integrated access platforms and advanced new generation web services to citizens Key Elements for electronic Local Authorities’ Networks

  3. APPROACH Stages of KEeLAN • Web-Scan • Selection of 50 Case Studies based on front-office performance of service delivery, out of 700 websites of EU local authorities. • Benchmark • Analysis of the organisation behind the front-office of 50 Case Studies on issues like: business model, workflows, responsibilities, processes and financial, legal, social and cultural considerations. • e-Government marching route • Drafting of different models for EU local authorities to implement e-Government service delivery based on the organisational characteristics (front- and back-office) of the 50 best-practice web-sites. Key Elements for electronic Local Authorities’ Networks

  4. APPROACH e-Government Model Generation 5 service integration Generation 4 transaction Generation 3 two-way interaction Degree of change to organisation of local authority Generation 2 one-way interaction Generation 1 information Generation 0 not online enabler transformer Role of e-Government Key Elements for electronic Local Authorities’ Networks

  5. APPROACH e-Government Model • Generation 0: not online • No web presence of local authority through a proprietary website. • e-Government as enabler • e-Government implementation does not require redesign of service delivery of local authority • e-Government application not integrated in local authority’s organisation • Generation 1: information • Basic information provided online on relevant themes for interested parties / stakeholders, such as citizens, enterprises and visitors. • Generation 2: one-way interaction • One-way electronic exchange of information (communication) enabled by means of stand-alone system, not linked to back-office. Example: possibility to download (printable) forms that can be sent by regular mail. Key Elements for electronic Local Authorities’ Networks

  6. APPROACH e-Government Model • e-Government as transformer • e-Government implementation has resulted in redesign of process of service delivery of local authority • e-Government application integrated in authority’s organisation • Generation 3: two-way interaction • Two-way electronic exchange of information (communication) enabled by means of network linked to back-office. Example: possibility to retrieve personalized information or to monitor personal data / status • Generation 4: transaction • Online service delivery enabled by means of secured network linked to back-office. Example: possibility to modify personal data (online voting, online electronic banking) • Generation 5: service integration • Online service delivery enabled by means of secured network linked to different back-offices / service modules. Example: possibility to access and modify personal data in different (shared) databases from one site (online purchase of car, insurance and payment of taxes) Key Elements for electronic Local Authorities’ Networks

  7. WEB-SCAN Scope websites • Websites of local authority • www.localauthority.xx / www.department.localauthority.xx / www.localauthority/department/.. • www.organisation.xx, if it is part of the local authority • 700 websites of local authorities • ANCINET: 205 websites (Greece 20, Italy 90, Portugal 20, Spain 75) • LGCSB: 210 websites (UK 90, Ireland 20, France 90, Luxemburg 10) • KGSt: 200 websites (Germany 90, Austria 20, Belgium 45, Netherlands 45) • Efektia: 85 websites in total (Finland 20, Sweden 45, Denmark 20) • Websites at least of ‘Generation 3’ Key Elements for electronic Local Authorities’ Networks

  8. WEB-SCAN Scope services scanned Usability Policy Making Economic Development Personal Documents Credits and Loans Information Education Building Permits Environment Culture and Leisure Key Elements for electronic Local Authorities’ Networks

  9. WEB-SCAN Methodology • Web-Scan Tool • Request / Application: level of interactivity • Handling: response to external demand • Help: interactivity and modality of support • Modality of appearance:accessibility • BenchMark Net • PWC Consulting Tool • On-line questionnaire / database • On-line handling and processing of data Key Elements for electronic Local Authorities’ Networks

  10. Web-Scan Considerations • Considerations on results: • Results do not describe status of e-Government in Member State • Results describe quality of service delivery of ‘top’-websites. • Caution when comparing results between Member States • No random selection: at least ‘Generation 3’ • No equal distribution of websites over generations • Differences in scanned fraction per Member State • Still, it gives a good indication! Key Elements for electronic Local Authorities’ Networks

  11. Service Correlation Generation Calculated and Generation Estimated Web-Scan Considerations Usability 0,53 Policy making 0,52 Information 0,49 Culture & leisure 0,62 Economic development 0,66 Personal documents 0,61 Credits & loans 0,70 Education 0,77 Building permits 0,67 Environment 0,57 • On the basis of selection of Case Studies: some modification required to optimise tool: • Self-Assessment Tool • Overall correlation: 0,63 • Correlation high for ‘real services’ • Problems with ‘Generation 1’ and ‘Generation 2’ Key Elements for electronic Local Authorities’ Networks

  12. WEB-SCAN RESULTS 50 Case Studies • Selection of 100 best-practices • With the help of the Web-Scan Tool • Per Country • First per Service (sometimes second) • Selection of 50 Case Studies • Analysis of 100 best-practices • Exploration knowledge / experience of expert team • selection of 35 Case Studies based on excellent service delivery • selection of 15 Case Studies based on overall functionalities and outstanding strategic and technical approaches • good spread over services and Member States Key Elements for electronic Local Authorities’ Networks

  13. WEB-SCAN RESULTS European Union Member States Key Elements for electronic Local Authorities’ Networks

  14. WEB-SCAN RESULTS European Union Member States Key Elements for electronic Local Authorities’ Networks

  15. WEB-SCAN RESULTS European Union Member States ‘Culture & Leisure’, ‘Information’ and ‘Policy Making’ are offered most often by the websites of the local authorities, ‘Education’ almost nowhere. The average level of maturity of the services lies between Generation 2 and Generation 3. There is no correlation between size of local authority and generation, which means that bigger does not automatically is not better. The variation in generations is high in Italy, France and Belgium, which means that there are big differences in level of service delivery between the different local authorities. The variation is low in Sweden, Denmark and Luxemburg (low spread) indicating small differences in level of service delivery between the different local authorities. Key Elements for electronic Local Authorities’ Networks

  16. WEB-SCAN RESULTS Key Elements for electronic Local Authorities’ Networks

  17. WEB-SCAN RESULTS Key Elements for electronic Local Authorities’ Networks

  18. WEB-SCAN RESULTS Selected Case Studies Key Elements for electronic Local Authorities’ Networks

  19. WEB-SCAN RESULTS Selected Case Studies Key Elements for electronic Local Authorities’ Networks

  20. NEXT STEPS Benchmark Contact 50 Case Studies Meeting at EISCO 2002 Cagliari Benchmark based on EFQM Model Site Visits (period July – September 2002) Conclusions Key Elements for electronic Local Authorities’ Networks

  21. NEXT STEPS Roadmaps • Preparation of Roadmaps based on Benchmark • Related to: • Organisational Aspects • Financial Aspects • Leadership Aspects • Technological Aspects Key Elements for electronic Local Authorities’ Networks

  22. More info www.keelan.elanet.org Tomorrow meeting at 11.30 am Key Elements for electronic Local Authorities’ Networks

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