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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

“e - Government”

Trends, Implications, and Issues

Session outline

Session Outline

  • Government Reform & Electronic Service Delivery

  • The ESD Model

  • Service Canada

  • Management Implications/Issues

Government reform a 90 s theme

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

Government reform driving forces


program review -

“getting government right”


national competitiveness, reduced bureaucracy

IT Industry

electronic infrastructure, new delivery channels


as clients, taxpayers, participants

Government Reform:Driving Forces

The esd model definition

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 definition1

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

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

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

The ESD Model:Life Cycle Events

  • Births

  • Education

  • Employment/business start-up

  • Training

  • Travel/relocation

  • Marriage

  • Children

  • Retirement

  • Death

The esd model content

The ESD Model:Content

  • Legislation & regulations

  • Programs & services

  • Guides & decision support material

  • Tools, techniques, best practices

  • Case studies

The esd model community

The ESD Model:Community

  • E-mail lists

  • Newsletters, bulletins

  • Fora & chat rooms

  • On-line polling, referenda

The esd model commerce

The ESD Model:Commerce

  • Application, claims, & tax processing

  • Registrations, licences, permits, approvals

  • Service requests

The esd model examples

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 examples1

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 examples2

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

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

The ESD Model:Benefits

  • Client convenience and satisfaction

  • Improvements to existing services

  • Introduction of new services

  • Cost reduction

The esd model framework

Technical standards

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

Public policy,

legal and privacy issues


Common Services

InformationContent and Publishing

Information Distribution


The ESD Model:Framework

The esd model new perspectives

The ESD Model:New Perspectives

Source: ICHU

The esd model united kingdom response

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

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

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

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

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 canada1

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

Service Canada:Drivers

  • Timeliness of services

  • Staff competence

  • Courtesy

  • Fairness

  • Outcome

Service canada objectives

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

Service Canada:Channels

  • Telephone

  • Blue Pages

  • InfoCentre Kiosks

  • Computer Workstations

  • Distribution of Paper Products

  • Service Providers

S ervice canada infrastructure





Government-wide Components









Service Canada:Infrastructure













DepartmentShared Components

Source: TBS CIO

Service canada enabling technology

Service Canada:Enabling Technology

Citizen /Business


Access Options



Federal Departments


Provincial Ministries



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


Community Needs

Management issues

Management Issues

  • New model has implications for:

    • clients

    • program/functional managers

    • IM/IT managers

    • employees

    • suppliers

Management issues1

Management Issues

  • Leadership

  • Governance

  • Infrastructure

  • Privacy and Security

  • Changing Competencies

Management issues leadership

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 leadership1

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

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 governance1

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

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 infrastructure1

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 issues infrastructure2

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

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 security1

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 security2

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

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 competencies1

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 competencies2

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 competencies3

Management Issues:Changing Competencies

Source: Forrester

The way forward

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 forward1

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 government1

“e - Government”


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