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“e - Government”. Trends, Implications, and Issues. Session Outline. Government Reform & Electronic Service Delivery The ESD Model Service Canada Management Implications/Issues. Government Reform: A ‘90’s Theme.

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“e - Government”

Trends, Implications, and Issues


Session Outline

  • Government Reform & Electronic Service Delivery

  • The ESD Model

  • Service Canada

  • Management Implications/Issues


Government Reform:A ‘90’s Theme

  • “Re-inventing Government” reforms are occurring in most Western countries

  • Driven by:

    • Budgetary pressures/fiscal responsibility

    • Economic health/national competitiveness

    • Public expectations


Politicians

program review -

“getting government right”

Business

national competitiveness, reduced bureaucracy

IT Industry

electronic infrastructure, new delivery channels

Citizens

as clients, taxpayers, participants

Government Reform:Driving Forces


The ESD Model:Definition

  • Electronic Service Delivery (ESD) is a common theme in government reform

  • In the broadest sense, ESD is the delivery of government programs and services to citizens and businesses through the enabling use of information technologies


The ESD Model: Definition

  • ESD facilitates:

    • Access to information for citizens & businesses

    • Transacting business with government

    • Support to internal government operations: “e-administration”


The ESD Model:Participants

  • ESD deals with relationships:

    • government-to-citizens

    • government-to-business

    • government-to-government

    • intra-government


The ESD Model:EC vs. ESD

  • But relationship is different than for commercial services:

    • Private sector marketplace allows consumers to choose suppliers

    • Providers of public sector services are mandated


The ESD Model:Life Cycle Events

  • Births

  • Education

  • Employment/business start-up

  • Training

  • Travel/relocation

  • Marriage

  • Children

  • Retirement

  • Death


The ESD Model:Content

  • Legislation & regulations

  • Programs & services

  • Guides & decision support material

  • Tools, techniques, best practices

  • Case studies


The ESD Model:Community

  • E-mail lists

  • Newsletters, bulletins

  • Fora & chat rooms

  • On-line polling, referenda


The ESD Model:Commerce

  • Application, claims, & tax processing

  • Registrations, licences, permits, approvals

  • Service requests


The ESD Model:Examples

  • Government to Citizen

    • Ordering Documentation

    • Students Loan Applications

    • Seniors Benefits

    • Employment Benefits

    • Health Care Benefits

    • Issuing Licences, Permits

    • Tax Filing


The ESD Model:Examples

  • Government to Business

    • Business license renewals

    • T4 and employment information

    • Tax returns

    • Permits

    • Legal documents

    • Import/ export documents

    • User fees


The ESD Model:Examples

  • Government to Government

    • Taxes

    • Education

    • Health

  • Intra-government

    • DND to PWGSC for procurement

    • DFAIT to Rev Can Import and Export permits

    • TC to HC for medical records


The ESD Model:Characteristics

  • Access on client terms: time, place

  • Variety of service channels: counter-to-Web

  • Tailored to client need: self-help to expert

  • Empowerment: client directs interaction

  • “Disintermediation”: fewer middle-persons

  • Privacy and security

  • Affordability: cost based on value

  • Measured satisfaction: standards, feedback


The ESD Model:Benefits

  • Client convenience and satisfaction

  • Improvements to existing services

  • Introduction of new services

  • Cost reduction


Technical standards

(for transaction, document, security, and network protocols)

Public policy,

legal and privacy issues

Applications

Common Services

InformationContent and Publishing

Information Distribution

Network

The ESD Model:Framework


The ESD Model:New Perspectives

Source: ICHU


The ESD Model:United Kingdom Response

  • Central IT Unit (CITU) responsible to Cabinet

  • “Green Paper” on electronic service delivery

  • 25% by 2002

  • Secure Government Intranet

  • Private Finance Initiative


The ESD Model:United States Response

  • Government-wide infrastructure - NII

  • Agency CIOs reporting to agency heads

  • Inter-agency cooperation

  • Performance-based management

  • “Off-the- shelf” solutions, outsourcing

  • Modular, reusable components


The ESD Model:German Response

  • Info 2000 Report

  • Bonn-Berlin Info Highway for government

  • E-mail, directories linking public servants

  • Teleworking


The ESD Model:Australian Response

  • Office of Government Information Technology (OGIT)

  • IT “Blueprint”

  • Emphasis on infrastructure -telecommunications

  • “Single-window” service concept - “Centrelink”

  • Consolidation and outsourcing


The ESD Model:Canada

  • Information Highway Advisory Committee

  • “Connecting Canadians” (School-Net, Library-Net, Community Access Program)

  • Federal/Provincial/Municipal Initiatives - Canada On-line http://www.intergov.gc.ca)

  • 1997 OECD Conference on E-Commerce

  • “Service Canada”

  • New Legislation? (Bill C-54)


The ESD Model:Canada

  • Devolution: provinces and municipalities lead

  • Municipal Amalgamation: integration of infrastructures

  • Privatization/Outsourcing: commercial delivery mechanisms & disposition towards consolidation of IM strategies

  • Benefits-Driven Procurement: shared risk

  • “Model user” in information-based economy


Service Canada:Drivers

  • Timeliness of services

  • Staff competence

  • Courtesy

  • Fairness

  • Outcome


Service Canada:Objectives

  • Meet citizen/business needs for faster, accessible, streamlined service delivery

  • Meet GOC need for visibility in provision of public services

  • Provide better tools to administrators


Service Canada:Channels

  • Telephone

  • Blue Pages

  • InfoCentre Kiosks

  • Computer Workstations

  • Distribution of Paper Products

  • Service Providers


Department

Architectures

Federated

Architecture

Government-wide Components

Business

Process

Business

Process

Business

Process

Business

Process

Service Canada:Infrastructure

Department

Unique

Components

Department

Unique

Components

Department

Unique

Components

Department

Unique

Components

DepartmentShared Components

Source: TBS CIO


Service Canada:Enabling Technology

Citizen /Business

Map

Access Options

Info

Transactions

Federal Departments

PKI

Provincial Ministries

Secure

Connection

Municipal Departments

Non-Profit Agencies

Private Sector Organizations

  • 5 Applications (year 1):

    • EI

    • Record of Employment

    • Electronic tax filing

    • E- Procurement & Settlement

    • Secure messaging

Relevant, Timely

Accessible Services

Responding to

Individual, Business

and

Community Needs


Management Issues

  • New model has implications for:

    • clients

    • program/functional managers

    • IM/IT managers

    • employees

    • suppliers


Management Issues

  • Leadership

  • Governance

  • Infrastructure

  • Privacy and Security

  • Changing Competencies


Management Issues:Leadership

  • Both political and administrative

  • Industry Canada: Connecting Canadians -“Smart Government”

  • Treasury Board:

    • Service Canada

    • CIO:

      • Guide investments in IT infrastructure

      • Network strategy - Procurement approach

      • New infrastructure governance framework

  • Departments and Agencies


Management Issues:Leadership

  • Promote vision of citizen-centered ESD

  • Establish multi-disciplinary/departmental teams

  • Consult with clients - focus on life-cycle events

  • Listen to employees - solicit ideas

  • Establish service standards - specify desired behavior

  • Monitor performance and recognize success - Make it real!


Management Issues:Governance

  • Faced with a century of “department-centric” legislation

  • Decades of vertical “silo” processes and infrastructure

  • One “taxpayer” a radical concept!


Management Issues:Governance

  • Must establish inter-departmental & inter-jurisdictional relationships - “extend the organization and share the client”

  • New private sector role (risk & finance)

  • Seek common goals and outcomes

  • Explore “shared-steering” mechanisms

  • Use “lead agency” concept

  • Citizen engagement in planning, design, operation


Management Issues:Infrastructure

  • Interoperability, sharing, and re-use are key to responsive, accessible and affordable services

  • Architect IM/IT to align with policy and program outcomes - fit “business” model

  • ESD requires both “front-end” (client) and “back-end” (information/applications) infrastructures


Management Issues:Infrastructure

  • Exploit emerging technologies, e.g. Web, to put common face on legacy forms, records, and documents

  • Efficiency/economies of scale through consolidation, rationalization, devolution

  • “Enterprise” security

  • Exploit benefits of Y2K exercise


Management of information as a corporate asset - “stewardship” vs “ownership”

Management of information separate from technology

Management of all forms: text, image, audio

Management Issues:Infrastructure


Management Issues:Privacy and Security

  • Enabling legislation a key element of government strategy on electronic commerce

  • Bill C-54 - Personal Information Protection and Electronic Document Act:

    • Protects personal information in e-formats -“use with consent”

    • Legally recognizes secure electronic signatures

    • Legally recognizes electronic records as evidence

    • Protects privacy of personal information in private sector domain


Management Issues:Privacy and Security

  • Need to balance access to information with right to privacy - foster sense of individual control

  • State policies/rules clearly to clients, partners, and employees

  • Design security in rather than add it on

  • Standardization, harmonization, and simplification


Management Issues:Privacy and Security

  • Public Key Infrastructure:

    • Confidentiality and integrity

    • Electronic signature - authentication

    • Non-repudiation

  • Critical mass” issue: Which comes first - application or infrastructure?


Management Issues:Changing Competencies

  • Knowledgeable and informed “front-line” staff

  • Multi-disciplinary work teams

  • New skills needed to manage strategic alliances (across departments, governments, industry)

  • Flexible, innovative, and adaptive workforce - continuous improvement and learning


Management Issues:Changing Competencies

  • New client is the overall business of the organization, not just the individual department, user, or function

  • Program managers manage the business; IM/IT manages the information-intensive processes

  • IM/IT mission is to create value-added business change, not just automate processes


Management Issues:Changing Competencies

  • “CIO” focus is equally on business and technology

  • IM/IT staff are “business technologists”

  • IM/IT focus is on providing enabling infrastructure and business oriented services


Management Issues:Changing Competencies

Source: Forrester


The Way Forward

  • Changing the context for systems development - business & IM/IT planning

  • Preparing the organization - business model

  • Developing the IM/IT architecture/infrastructure

  • Developing business requirements - making the business case - prioritizing

  • Understanding privacy & security issues


The Way Forward

  • Start with pilots and trials

  • Focus on easy wins

  • Create cross-program integration

  • Eliminate silos and jurisdictions

  • Replicate success - share best practices


“e - Government”

DISCUSSION / QUESTIONS


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