Next Generation E-Governance: From Vision to Reality

1. Next Generation E-Governance: From Vision to Reality Gregory G. Curtin, Ph.D., JD Director, E-Governance Lab Bedrosian Center for Governance and the Public Enterprise University of Southern California Organized by : Taiwan e-Governance Research Center (TEG) Supported by : The Research, Development & Evaluation Commission, Executive Yuan.

2. The Vision of E-Governance E-Participation/E-Democracy E-Governance: Governing in the Digital Age E-Administration E-Services 2

3. Changing Political, Social and Consumer Expectations based on Rise of the Internet Generational Change in Government Leadership Massive Generational/Demographic Change in Citizen User Base Continued Globalization: Commerce, Communications, Culture External Drivers--Next Generation E-Gov

4. Governments Across the Globe Have Implemented Some E-Government Nations, states, international and regional organizations, municipalities, etc. Virtually all governments have some form/level of e-government implementation E-Government Entering its Second Decade—Adolescence! Early Adopters/Leaders have Completed Initial Phases of Strategic Plans & Initiatives The Search for “What’s Next?” Governmental Drivers--Next Generation E-Gov

5. Education Supportive of Technology (NOT Necessarily Tech Education) Incorporating Technology in Education at All Levels Undergraduate and Graduate Programs that Incorporate Technology E-Governance Integrated into Schools of Government/Public Administration Tech “Savvy” Leadership and Management: Training and Professional Development Legal and Regulatory Frameworks in Support of E-government Continued Opening of Access to Public Information/Data/Records Open Standards in E-Gov Technologies Widespread Acceptance and Penetration of New Technologies Preparing for the Next Generation ofE-Governance 5

6. Imperatives: Required—Regulatory, Fiduciary Responsibility Required for Continued Funding Political Pressure Business Pressure Backward Looking: How Have We Done What Have We Accomplished Did We Meet Stated Goals Forward Looking: Where Are We Going—Are We On the Right Track? What Should We be Doing What Resources Do We Need Evaluating E-Gov—A Key Step

7. Often Nothing! Whatever can be Measured (Ad Hocism) Available data and statistics (whether good or not) Feedback, input, opinions E-Gov Technology Evaluation: Infrastructure Readiness Web Presence, Availability Performance, Reliability Penetration, Access Direct Costs of Technology Current State of E-Gov Evaluation?

8. Financial Approaches to Evaluation Cost Savings, Cost Avoidance Revenue Generation, Revenue Enhancement Current Costs, Future Costs Budget Impacts Return on Investment (ROI) People/Processes Usage: Number, Uptake, Frequency User Feedback: Awareness, Perceptions, Opinions Civil Servants: Number, Productivity, Customer Service Activity: Transactions, Touch Points, Increase/Decrease Current State of E-Gov Evaluation?

9. Public Value of E-governance Public Trust Social Inclusion Community Well Being Sustainability Impacts of E-gov Efficiency Good Government: Transparency, Accountability Equity Economic Development Change: Changed Circumstances, New Processes, New Services, Changed Perceptions/Expectations Innovation? What SHOULD be Evaluated?

10. The focus of Evaluation should be on Innovation in GOVERNMENT, not simply innovation in E-Government What innovations will lead to a positive change in the government-citizen relationship What institutional innovations will lead to better government and governance What innovations will lead to expanded democratic values, processes, institutions…and greater participation What innovations will lead to a better overall quality of life for citizens What should government and governance look like in the 21st Century and beyond! Innovation in Government

11. Evaluation/Innovation Matrix

12. Poor Data Quality/Data Collection No Culture of Evaluation, Measurement, Introspection Lack of Openness, Transparency Lack of Evaluation Expertise (Internal, External, Public/Private/ Academia) Evaluation Challenges

13. No/Poorly Identified Objectives, Goals, Targets to Evaluate Lack of Evaluation Tools, Frameworks, Methodologies Costs—Most Important Areas to Evaluate are often the Hardest/Costliest No Agreed Upon Policy, Vision, Guidance for Evaluation Evaluation Challenges

14. Application/Service Oriented Web Census/Surveys Data Collection/Analysis (e.g., transactions, activities, rates, frequencies) Cost/Benefit Analysis Automated Analyses (e.g., web crawling, systems testing) User Oriented Focus Groups Opinion Survey Observation: Ethnographic Studies, User Sessions, Laboratories Outcomes Oriented Case Studies Good Practices Impacts Analysis Comparative Analyses Peer Reviews Evaluation Approaches

15. Value/Cost of Evaluation • Change/Transformation • Public Value • Societal Impacts Increase in Innovation Increase in Cost, Effort, Complexity • Service Objectives • Operational Performance • Cost/Benefits • Readiness • Awareness • Opinions Increase in E-Government Value

16. Citizen Empowerment Government Transformation Development of the Knowledge Society/Economy E-Inclusion Closing the Digital Divide Public Trust, Government Credibility Good Government/Governance Increased Economic and Social Mobility Government-Citizen Dialogue Citizen Satisfaction Etc., Etc. Evaluating the Complex “Stuff”

17. Frequency of Stated Outcomes in EUE-Gov Strategies (OECD)

18. Lack of Formal Evaluations Lack of Policy, Vision, Guidance No Culture of Innovation No Incentives, Rewards for Innovation Lack of Good Information, Knowledge (Created from Good Data) Efforts Too Decentralized or Too Centralized Costs, Budgets Innovation Challenges

19. The Innovation Imperative • Integrate Evaluation and Innovation • Project, Program, Government and Societal Goals • Data, Information, Good Practices Initiate Innovate Evaluate • Financial, Data • Non-financial • Real Impacts • Public Value • Innovation • Transform • Empower • Connect • Whole of Government • All of Civic Society

20. E-Government Research & Evaluation should Lead to Applied Leadership, Training and Innovation Programs Such Programs will Lead to the Next Generation of E-Governance Evaluation Should Incorporate More Complex Approaches That Include both “Soft” and “Hard” Indicators A Global Framework: Evaluation for Innovation Evaluation and Innovation Should Be Framed within a National/Cultural Context Cross-National, Regional and International Standards and Models Should be Developed Information and Good Practices should be Shared and Knowledge Transferred Among Nations, States, Governments Research & Innovation for Next Generation E-Gov

21. Gregory G. Curtin, Ph.D., JD gcurtin@usc.edu E-Governance Lab Bedrosian Center on Governance and the Public Enterprise School of Policy, Planning and Development University of Southern California www.usc.edu/sppd/bedrosian Thank You!