For the IDB Regional Policy Dialogue November 15, 2002

1. For the IDB Regional Policy DialogueNovember 15, 2002 A Toolkit for e-Government: Issues, Impacts and Insights Presented by: Geoff Dinsdale Samir Chhabra John Rath-Wilson

2. Presentation Overview • Project Overview • Project Result: A Toolkit for e-Government: Issues, Impacts and Insights • Key Questions for Consideration

3. Project Overview

4. Who We Are • CCMD is a departmental corporation of the Canadian federal government. CCMD supports present and future public service managers through learning opportunities and research. • The research team is from CCMD’s Research and Information Technology areas. Project Overview

5. About the Project Mandate of Study • Develop a methodology to: • evaluate the impact of new information and communication technologies • highlight the new capacities that may result from the introduction of ICT’s Project Overview

6. Our Approach • The research for this project included: • a review of academic and government literature • interviews with IDB officials • interviews with Canadian experts • interviews with e-government leaders from three countries—Ecuador, Costa Rica and Chile • All told, over 50 meetings were held with approximately 100 individuals from government, nonprofit organizations, the private sector and academia. • The approach used in the Toolkit was tested and validated in each country. Project Overview

7. Why a Toolkit? • The Fact: • “60% of all e-Government initiatives are likely(and perhaps expected) to fail or fall short of their intended goals.” (Gartner, 2002) • Why this Toolkit provides an effective approachto e-Government: • It is not a generic benchmark tool • It is based on the lessons learned of governments • It is comprehensive yet not overly complex • It is relevant for governments at all stagesof e-Government development • It assists governments to set priorities andreduce the risk of pitfalls Project Overview

8. Project Result:A Toolkit for e-Government

9. What is e-Government? • At a minimum, e-Government involves users accessing government information and servicesvia electronic means. • Users include citizens, business and government itself. • Ultimately, e-Government will mean different things to different governments, depending on their priorities and values. A Tool kit for e-Government

10. “Smarter Government” • More efficient • More effective Increased TrustAnd Confidence More Educated, E-literate Citizenry Better Equipped Businesses Increased Satisfaction Greater Transparency And Accessibility Potential Impacts ofe-Government The Benefits of e-Government • e-Government has many benefits Benefits A Tool kit for e-Government

11. “Smarter Government” • more efficient • more effective Increased TrustAnd Confidence More Educated, E-literate Citizenry Better Equipped Businesses Increased Satisfaction Greater Transparency And Accessibility Potential Impacts ofe-Government • Difficult PS Culture Change • turf tension • Fear of job loss Project Failures Widening ofDigital Divide Undermine Trust if Security or Privacy Breached • Resource Intensive • money • staff Increased Citizen Expectations The Drawbacks of E-Government • E-Government also has many potential drawbacks – the challenge is to mitigate the drawbacks and maximize the benefits. Benefits Drawbacks A Tool kit for e-Government

12. The Five Parts of the Toolkit • To optimize e-Government effectiveness,our research shows that five core areasmust be addressed: • Assessing the e-Government context • Setting an e-Government vision • Setting objectives to realize the vision • Implementing the objectives • Measurement and continuous improvement A Tool kit for e-Government

13. Part 1: e-Government Context • The context is the status of your current environment. • It is important to understand your context before moving forward with e-Government. • A clear understanding of your context will ensureyour work is soundly grounded and your effectiveness optimized. • You can assess your context via statistics, surveys, scans and consultations. A Tool kit for e-Government

14. Part 1: The e-Government Context Users of e-Government • Two dimensions of the e-Government context are of importance: • User demand and capacity • Trust • Access to Technology A Tool kit for e-Government

15. Users of e-Government • User demand and capacity A Tool kit for e-Government

16. Users of e-Governments • User demand and capacity • Trust A Tool kit for e-Government

17. Chile 2 Ecuador 3 Costa Rica 4 Canada Users of e-Government • User demand and capacity • Trust • Access to Technology 1 [1] The average cost per month for broadband residential access is around Ch$26,000 (approx. USD$35.00) for a 250/300 kbps connection. Through interviews, it is estimated that 80% of connections are at this rate. This price includes the rental of the cable modem or ADSL modem or WLL infrastructure, and normally includes 4 or 5 e-mail addresses, a 10MB web space plus some sort of initial promotion (normally no installation charge, one or two months free, a related free device (web cam, mouse, etc.). There are other access plans that run from $14,900 pesos per month (for a 64kbps connection) up to $60,000 pesos per month (for a 960 kbps connection), with differences in the number of e-mail addresses and other added value services.[2] Ecuador dial-up unlimited access but still required to pay $USD.60/hour + 27% tax; high speed as yet unavailable. [3] Source: interviews with RACSA employees. The dial-up cost in Costa Rica is $15 per month unlimited, but this does not include of a local telephone connection, which is approximately $USD.60 per hour. [4] Based on dial-up costs of approximately $CAD24/month for unlimited access and high-speed costs of $USD44/month including taxes. [$US GDP per capita: Chile $9,187; Ecuador $3,068; Costa Rica 9,236; Canada $27,783

18. Part 1: The e-Government Context Users of e-Government • Two dimensions of the e-Government context are of importance: • User demand and capacity • Trust • Access to Technology Supply of e-Government • Technological infrastructure • Public Service Capacity • Enterprise: regulations & legislation A Tool kit for e-Government

19. Government’s supply of e-Government Technological Infrastructure Broadband MobileWireless at HomeTelevisionPower line A Tool kit for e-Government

20. Government’s supply of e-Government Number of Staff Training - Knowledge, Skills, Attitudes Public Service Capacity A Tool kit for e-Government

21. Government’s supply of e-Government Enterprise:Regulations &Legislation Privacy SecurityAffordable Accessibility A Tool kit for e-Government

22. Part 2: An e-Government Vision • A vision is a desired future state. • Why create vision?… to align understanding, commitment and efforts. • Governments have used technology for different purposes: e.g. service improvement (Canada and UK), cost savings (USA), export market focus (Costa Rica and India), development goals focused (South Africa and Estonia). A Tool kit for e-Government

23. Part 2: An e-Government Vision Users of e-Government • User demand and capacity • Trust • Access to Technology e-Gov Vision Supply of e-Government • Technological infrastructure • Public Service Capacity • Enterprise: regulations & legislation A Tool kit for e-Government

24. Part 2: An e-Government Vision • Improving Access to Government Services • Transit to Knowledge Age • Strengthen Democracy A Tool kit for e-Government

25. Part 2: An e-Government Vision • Ecuador’s connectivity vision: to guarantee every person democratic access to the benefits and opportunities generated by the knowledge society,and to be a more integrated, efficient and competitive country at a regional and international level. • Canada’s service vision: to use information and communication technology to enhance Canadians’ access to improved citizen-centred, integrated services, anytime, anywhere and in the official language of their choice. A Tool kit for e-Government

26. Part 3: Setting Objectives • Objectives provide the means by which the government will move from its present state (its context) to the fulfillment of its e-Government vision. • Objectives should be rooted in those areas thatare most important to realize the vision, and that demonstrate the greatest gap between what existsand what is needed. A Tool kit for e-Government

27. Gap Gap Part 3: Setting Objectives Users of e-Government • User demand and capacity • Trust • Access to Technology Set Objectives to Achieve Vision e-Gov Vision Set Objectives to Achieve Vision Supply of e-Government • Technological infrastructure • Public Service Capacity • Enterprise: regulations & legislation A Tool kit for e-Government

28. Part 3: Setting Objectives 1 2 3 Ecuador Costa Rica Chile Infrastructure Modernization of Telecommunications Infrastructure Infrastructure Distance Education Universal Access Universal Access E-commerce Promote the New Economy Education On-line government Encourage government’s use of ICTs Advance government’s use of ICTs Distance Medicine Modify the Regulatory Framework Modify the Legal Framework A Tool kit for e-Government

29. Part 4: Implementation • Implementation involves moving from objectives(ideas) to implementation (action). • Setting clear objectives (e.g. with timelines and that can be measured), helps to focus work. A Tool kit for e-Government

30. Part 4: Implementation Users of e-Government Implementing the Objectives • User demand and capacity • Trust • Access to Technology • Establishing guiding principles Set Objectives to Achieve Vision • Leadership • Governance e-Gov Vision • Partnerships Set Objectives to Achieve Vision • Risk Management Supply of e-Government • Technological infrastructure • Public Service Capacity • Enterprise: regulations & legislation A Tool kit for e-Government

31. Part 4: Implementation Principles • A Canadian Example: • Accessible to all, easy to use and organized to meet Canadians' service priorities • Less time-consuming and costly to use • Higher quality and more comprehensive • Private and secure • Responsive to what Canadians' want A Tool kit for e-Government

32. Part 4: Implementation Leadership • An example of presidential leadership: Chilean Presidential Directive May 11, 2001 Instructions for the Development of e-Government A Tool kit for e-Government

33. Part 4: Implementation Governance • A lack of coordinated governance can create problems: • Interoperability problems: systems unable to share data • Interface problems: departmental bureaucracy recreated in a digital format • Alignment problems: services not brought together across governments A Tool kit for e-Government

34. Part 4: Implementation Governance • Effective coordination involves: • Sufficient flexibility to allow for innovation • Non-duplication of systems • Forums for decision makers • Aligned incentives • A supportive culture A Tool kit for e-Government

35. Part 4: Implementation Governance • Mandatory Coordination: there are at least two areas that should be considered: • Data standards • Website navigation and appearance A Tool kit for e-Government

36. Part 4: Implementation Partnerships • Working with the private sector can be beneficial due to the presence of competition and high levels of innovation, however: • it is still necessary to have in-house expertise and capacity • partnerships are a challenge due to interdependence, instability and limited flexibility. • the players, the environment and the technologies can change dramatically over the course of a project. A Tool kit for e-Government

37. Part 4: Implementation Risk Management • Risk Management is the process of minimizing the likelihood and severity of an event that can undermine the achievement of desired results. • Governments visited shared a number of challenges: • Getting buy-in and commitment from elected officials • Turf protection • A love of paper • A lack of training • Fear of redundancy • Insufficient resources A Tool kit for e-Government

38. Part 5: Measurement • Measurement is critical for ensuring accountability, progress towards targets, and continuous improvement. A Tool kit for e-Government

39. Part 5: Measurement Users of e-Government Implementing the Objectives • User demand and capacity • Trust • Access to Technology MeasuringPerformance Set Objectives to Achieve Vision • Establishing guiding principles • Leadership • Governance • Partnerships • Risk Management Use findings to strategically adjust objectives and implementation e-Gov Vision Set Objectives to Achieve Vision Supply of e-Government • Technological infrastructure • Public Service Capacity • Enterprise: regulations & legislation A Tool kit for e-Government

40. Part 5: Measurement • Two areas of measurement should be considered: 1) progress towards objectives; and 2) client feedback. • Once the elements for measurement have been selected, it is then necessary to identify appropriate indicators for those elements. A Tool kit for e-Government

41. Part 5: Measurement • Canada, for example, is measuring its progress towards more citizen/client-centred government. One sub-area is accessibility to on-line services. • The indicators for accessibility are: • information and services are accessible to persons with disabilities; • government websites are easily identifiable and easy to navigate; and • information and services available in both official languages. A Tool kit for e-Government

42. Part 5: Measurement At a higher level, governments need to decide: • the unit of measurement: service / program, departmental, or whole of government? • whether to carry out self-assessments or conduct assessments centrally—be that within government or via an external consultant? As a rule: • Measurement approaches should be simple to understand and administer, and focus on a select group of indicators. A Tool kit for e-Government

43. Part 5: Measuring Performance The information generated should be used to: • inform stakeholders of progress to date • make adjustments to objectives and implementation • create a continuous cycle of improvement. A Tool kit for e-Government

44. Key Questions to Consider • Do you have a clear understanding of both the user and supply dimensions of your e-government context? • Has your government articulated and communicated an e-government vision? • Has your government set e-Government objectives that are rooted in the realities of your nation’s context? • Is there an implementation strategy (i.e. regarding leadership, governance, partnerships and risk management)? • Is progress being measured and the information being used to drive continuous improvement? Key Questions to Consider

45. Contact Us John Rath-Wilson Geoff Dinsdale Samir Chhabra info@ccmd-ccg.gc.ca www.ccmd-ccg.gc.ca Contact Us