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Session 6:E-Government

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References

World Public Sector Report 2003: E-Government at the Crossroads, United Nations, Department of Economic and Social Affairs, 2003.The E-Government Handbook for Developing Countries, infoDev and The Center for Democracy & Technology, November 2002.James S.L. Yong and Lim Hiap Koon, “e-Government: Enabling Public Sector Reform,” Chapter 1 of E-Government in Asia, J. Yong, ed., Times Editions, Singapore, 2003.

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Public Sector Reform

Over the past two decades, a series of initiatives to transform government processes, “reinvent the government”, create the “new public management (NPM)” or set up “Government 2.0” has been widely discussed and selectively adopted in an attempt to address perceived shortcomings and generally make government “work better”.

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Public Reform Trends

Market Alignment – assumption is that public sector organization would be more efficient and effective if it were more like a private sector entity: use of market-style strategies and incentives to drive public policy, privatization

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Public Sector Reforms

Productivity Enhancement – trying to be more efficient, to provide more services without having the need to increase taxes. Review of key processes, eliminating and streamlining wherever possible

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Public Sector Reform

Service Orientation – to make government more customer-friendly and service-conscious. Instead of being government agency centric, move towards citizen-centricDecentralization – breaking up the bureaucracy, empowering smaller agencies

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Public Sector Reform

Separation of Policymaking an Service Delivery – eliminates a potential conflict on intentions and improves policymaking and monitoring. Easier to make the service delivery part more efficientAccountability – shift in focus from processes and structures to outputs and outcomes; accountable to citizens and the publicSustainability

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Examples of Reform Principles

Steering rather than rowingEmpowering rather than servingInjecting competition into service deliveryTransforming rule-driven organizationsFunding outcomes not outputsMeeting the needs of the public and not the bureaucracyEarning rather than spendingPrevention rather than cureFrom hierarchy to participation and teamworkLeveraging change through the market

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E-government: a government that applies ICT to transform its internal and external processesE-government at its best can be viewed as the process of creating public value (the things that people want) with the use of modern ICTShould not change the role of government; in fact, ICT use can raise people’s expectations

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What ICT can provideUltimate goal: to continuously improve the interactions of the government, business and citizens, so as to stimulate political, economic and social progress of the societyService enhancement improving reliability and accessibilityCost reductionImprove effectivity and efficiencyIncreased interactions between government and citizens, encouraging citizens to be more participative

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Making government more accountable by making its operations more transparent and thus reducing the opportunities for corruption; and

Providing development opportunities, especially benefiting rural and traditionally underserved communities.

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E-government is not a panacea. Although it can facilitate change and create new, more efficient administrative processes, e-government will not solve all problems of corruption and inefficiency, nor will it overcome all barriers to civic engagement.

Moreover, e-government does not happen just because a government buys more computers and puts up a website. While online service delivery can be more efficient and less costly than other channels, cost savings and service improvements are not automatic. E-government is a process that requires planning, sustained dedication of resources and political will.

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E-Government Strategic Framework

Government-to-Government(G2G)

Government-to-Citizens(G2C)

Government-to-Business(G2B)

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Domains of E-Governance

Improved Processes:E-Administration

External InteractionsE-Society

Connected Citizens:E-Citizens & e-Services

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E-Government Development Models

UN-ASPA: Benchmarking e-Government: A Global Perspective, 2001.

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Layne and Lee Stages

Catalog• Online presence

• Catalog presentation• Downloadable forms

Transaction• Services & forms online

• Working database supporting online transactions

Vertical Integration• Local systems linked to higher level systems

•Within smaller functionalities

Horizontal Integration• Systems integrated

across different functions• Real one-stop shopping

for citizens

Technical & Organizational Complexity

CompleteIntegration

Sparse

Simple

Complex

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Watson & Mundi Model

CUSTOMIZATION:One-to-one

relationship between gov’t and citizens

Efficiency

CompleteIntegration

Sparse

Simple

Citizens have personal profiles for all financial

transactions

Citizens can customize relevant

information

INFUSION:All gov’t is

electronic gov’t

Mass presentment, review and payment

online

Open access to gov’tinformaiton

INITIATION:Single-point of access to gov’t

Enabling web-based payment

Informed citizensEffectiveness

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Compelling reasons for the users of e-govt to go and stay online

Perception of added valueAccess and skills

Must be easy for the public in terms of cost, time, effort

Privacy and security

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Meaningful E-GovernmentOptimizes government operationsSupports human development, empowers people, raises human capabilities

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Recommendations:Publish Projects

Begin with a strategy to get information online, with appropriate milestones.Post information of value to people in their daily lives, and emphasize local language content.Consider a mandate that all agencies publish a specified range of information online.Seek attainable results using available resources.Design sites so they are easy to maintain, and sustain funding to ensure that information is updated regularly.Focus on content that supports other goals, e.g. economic development, anti-corruption, attracting foreign direct investment.

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Recommendations:Interact Sites

Show citizens that their engagement matters, by informing them of the outcomes of their online comments.Break down complex policy issues into easy-to-understand components.Be proactive about soliciting participation; use traditional media to publicize online consultations.Engage citizens collaboratively in the design phase.

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Recommendations:Transact Sites

Target audiences that will have immediate use for the online services.Enlist the support of those who will be using the site and address the concerns of government workers whose role will change as a result of the innovation.Integrate e-government with process reform, streamlining and consolidating processes before putting them online.Recognize that initial investments in transact systems can pay off over time in terms of cost savings and increased revenue.Create a portal for transact services.

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2003 UN Global E-Government Survey

Based on two main indicators:1. E-Government Readiness Index

Web measure indexTelecommunication Infrastructure IndexHuman Capital Index

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2. E-Participation Indexmeasures the willingness and ability of a country, not only to provide relevant information and quality services, but also to engage citizens in a dialog (say, for service delivery and policy making)

E-information

E-consultation

E-decision making

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0.0170.840.0480.1830.35797Viet Nam

0.1030.840.1170.3800.44656Thailand

0.2930.840.0360.2790.38584Sri Lanka

0.6720.910.0640.7470.57433Philippines

0.1380.480.0060.3190.268130Nepal

0.1210.800.2920.4800.52443Malaysia

0.1030.910.0620.1880.38783Kazakhstan

0.2590.570.0270.5220.37387India

0.0690.800.1160.3320.41674China

0.0170.420.0150.0350.157161Bhutan

0.0170.400.0040.0920.165159Bangladesh

E-Participation

Human

CapacityTelecomsWebScoreRank

E-Government Readiness

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Lessons learned

ICT has become part of the political agendaEffectiveness alone cannot constitute the goal of e-government development; it must respond to the public’s needs and it must be closely tied to raising the quality of people’s livesGovernment and its ICT plans cannot progress ahead of the public, its interests and its skills; all e-government development must take place on people’s terms

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Lessons learned

One of the main difficulties is in the integration of back-office systems and databases of different government departments with the “customer interface”

– the need for an interoperability framework

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Lessons Learned

Main risk – the culture prevailing in government offices; staff members are fearful of increased control of their work-related behavior; managers are fearful of losing control over information

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Lessons Learned

Prior exposure to BPR and change management help a lotChange must encompass business practices; e-gov applications make sense only if they support appropriate work processesTraining by peers more effectiveIntensive must be followed by actual extensive use

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Lessons Learned

Design of e-government applications must be simple; must run on all operating systems and browsersSuccess is not a given when one uploads the application to the InternetUsers of online services are very difficult to attract; they must be convinced that it is easy and advantageous, not just because it is something new

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Lessons Learned

Networks and knowledge sharing are crucialSecurity of online connections must be a high priority to maintain integrity of the system and serviceE-gov is costly

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Challenges and Opportunities of E-Government Implementation

Infrastructure DevelopmentLaw and Public PolicyDigital Divide: E-literacy, accessibilityTrust: privacy and securityTransparencyInteroperabilityRecords ManagementPermanent Availability and PreservationEducation and MarketingPublic/Private Competition/CollaborationWorkforce IssuesCost StructuresBenchmarking

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Case Studies

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Pilot Projects of the E-Government Flagship

Electronic Services (E-Services)Electronic Procurement (EP)Generic Office Environment (GOE)Human Resources Management Information System (HRMIS)Project Monitoring System (PMS) and Electronic Labor Exchange (ELX)

Malaysia

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Central Vigilance Commission

In an effort to further the idea of zero tolerance for corruption, the CVC in India has been sharing with citizens a large amount of information related to corruption. The CVC website (www.cvc.nic.in) provides practical information on how to complain about the corrupt acts. The website has published the names of officers against whom investigations have been ordered or penalties imposed for bribery. Newsweek magazine carried an article about this effort, calling it “e-Shame”. India

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E-Government India

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National Replication of E-Governance

To facilitate knowledge sharing in e-governance by the different

government agencies and states, the E-Governance National Resource

launched the website (www.egovdatabase.gov.in) to archive and

disseminate information on e-governance applications in India. The

project enables any organization planning an IT project to instantly

ascertain whether any similar project has already been implemented

anywhere in the country. The intending implementers would then

know who the key people in similar projects are and how to contact

them. The database offers a unique opportunity to share the

knowledge resource from the existing projects both domestically and

internationally. India

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Andhra Pradesh’s E-Seva

Through the website www.esevaonline.com, a resident of Andhra Pradesh can access a wide selection of online services. The e-Seva center is a 24 x 7, one-stop shop for 32 government-to-consumer (G2C) and business-to-consumer (B2C) services. From payment of utility bills to the issue of birth and death certificates, permits and licenses, reservation of bus tickets and receipt of passport applications, the e-Seva centers offer a wide range of services under one roof. Internet services like electronic payments, downloading of forms and government orders, and filing of applications on the Web are also offered.

India

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Karnataka’s BhoomiThis project involves the computerization of

land records carried out by the Department of Revenue in Karnataka. The record of Rights Tenancy and Crops (RTC) plays a vital role in the life of Indian farmers. The records are required for establishing ownership of land, for recording the succession of ownership, for recording the crop details and for obtaining loans form banks. India

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Korea’s E-Government

Korea

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Single Window e-Government(G4C)www.egov.go.kr

The e-government single window, which provides services in the areas that cover over 70% of all civil services -residence, real estate, vehicle, tax, and procurement - has been established. The G4C (government for citizen) system allows people to get information on 4,000 kinds of civil services and 393 official documents via thegovernment portal, ranging from census registration copies and tax payment certificates to business registration papers, and receive them by mail or at nearby offices.

The e-government single window has been established by the informatization of 21 common duties of the local government offices which include residence, vehicle, and family register, etc. The establishment of a comprehensive administrative information system that allows information to be shared and integrated among offices also contributed to the services of the single window e-Government.

Korea

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National e-Procurement Service(G2B) www.g2b.go.kr

In order to increase the competitiveness of the procurement

administration, its routine, redundant, and inefficient procedure

needed reform. Meeting such need, the Korean government simplified

the procurement processes into one single window by building a

government procurement portal system that brings online all bidding

information of the public sector. It is now possible for businesses to

search for bidding information of the public sector and to participate

in the bidding as well as check the processes real time with only one

registration to the G2B system. In addition, the procedure for payment

is completed within hours thanks to automatic transfer of procurement

fees to registered accounts.Korea

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G2B

Korea

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Home Tax Servicewww.hometax.go.kr

In answer to the inconvenience caused by submitting tax forms by post

and filing tax returns at the tax offices, the National Tax Service

System has been built enabling tax returns, electronic payment, and

electronic civil services through an online single window. It is now

possible for 105 kinds of tax related civil services such as business

registration certification and tax return registration, to be processed

online. Information on tax returns and reports can be received through

email or SMS. Also, VAT and withholding tax can be paid online. 6

kinds of certifications are now available for review at banks or related

government office, no longer requiring paper documents to be issued.

Korea

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Home Tax Servicewww.hometax.go.kr

Korea

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Social Insurance Service Portal www.4insure.go.kr

The services concerning 4 major social insurances - health, pension, employment, industrial accident compensation - had been run by separate information systems despite the similarities in their objects, procedure and services. In order to enhance the services for thecitizens and efficiently manage the administration, the government has integrated the information of the 4 major social insurances into a centralized electronic civil service window and built a system that can process common duties. As the result, people are now able to use the Internet or visit one of the 4 public insurance corporations in order to register, revise information, or withdraw. The sharing of information among concerned institutions, such as the integrated G4C Net, has reduced the number of documents one has to submit to each institution. The checking and payment of insurance rates can also easily be processed through the Internet.

Korea

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Social Insurance Service Portal www.4insure.go.kr

Korea

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KIPOnet Service www.kipo.go.kr

As the global and domestic competition on technologies grew, investments in technological development and patent applications, along with conflicts thus raised began to grow as well. On such account, from 1995 to 1999, the KIPOnet system was established and since its completion in 1999, the application, registration, evaluation and the notifying of the results have been electronized. The services charged before are now available free on the Internet and public notices on open patent information and registration information are automatically extracted for provision through the Internet.

Korea

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Real Estate Online Registration Service registry.scourt.go.kr

Demand for real estate registration administration has increased since the 1990’s, In order to meet such demands, The Supreme Court has electronized civil services in 213 registration offices including the viewing of real estate registration copies of 1994 to September 2002. Information has been electronized into e-registers and many services that were manually processed have now been fully automated for nationwide online services.

Korea

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National Education Information System www.neis.go.kr

The physical infrastructure of educational informatization has achieved the complete wiring of all schools nationwide by 2000. However, the educational administration system was separately informatized by institution, which caused inefficiency in information exchange and standardization as well as hardships in informatizing educational administration. As the solution to these problems, the Ministry of Education and Human Resources came to build a system that connects all elementary and secondary schools with education offices in local governments through the Internet. Upon completion of a system, all educational administrative services including curriculum development, students’ academic record keeping, and student counseling will be processed by the system. Also it provides a better work environment for teachers and officials who manage the administration of national education.

Korea

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National Finance Information System www.nafis.go.kr

Before, the national budget was managed by hand and the overall

analysis was delayed with the lack of consistency in statistics due to

the insufficient standardization of national finance administration.

The Ministry of Finance and Economy has therefore informatized the

entire national finance administration for scientific management of

the budget and finance information exchange. From budget planning

and its implementation, to accounting and settlement, all the

processes regarding national finance are now connected online for

real time management and analysis of the national budget with daily

income and expenditure of the budget is automatically accounted

everyday. Korea

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Personnel Policy Support System(PPSS)

The government has integrated seven fields of personnel administration into a single system, building the ground for systematic and reasonable government personnel administration. With this system, paper documents and related data can be managed online.

Korea

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Military Manpower Administration Information Service

The military manpower administration has been informatized and the whole process of administration has been reformed. Various kinds of administrative documents have been simplified and a 24-hour non-stop service system has been devised for related civil services.

Korea

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Comprehensive Legislative Information Service

Considering the growing demand for legal information and the need for providing such services, the Ministry of Legislation informatized legislative information including existing and historical laws, amendments, etc., and synthesized all information to create an online legal service system.

Korea

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National Knowledge Information Service

The resources in six major national libraries have been digitized and established into one online digital library, where information is available anytime anywhere. Another was established for integrated search and review of 5 areas including science technology, education, arts and sciences, culture, and history.

Korea

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Seoul Open Service for Online Civil Administration

The Seoul Metropolitan Government has informatized 54 kinds of civil services in 10 fields. The whole procedure of civil service processing and information such as the managing department and the officials, procedure, required documents, etc. is open to the public.

Korea

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e-Approval and e-Document Exchange

By establishing a real time document exchange system, certifying or tracking service of document delivery is available. In addition, e-Approval system and other administrative information system are connected to avoid duplication of data input in the approval process.

Korea

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e-Signature and e-Seal

For safer information exchange in cyber space the government issues accredited certificates to people using the e-Government or e-Commerce services and e-Signatures to government officials using official e-Approval and e-Document exchange systems.

Korea

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Thank you!

Jay SabidoICT Consultant for UNESCAP

jayix@stanfordalumni.org