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UNPAN Online Training Centre

Analysis of Assignments on E-government Usage Survey

2009 Session

Wednesday, 02 December, 2009

UNPAN Management Unit

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QUESTION #1 “Which country do you live in and which e-government service do you use most? Please explain in a few sentences?”

Survey Sample Nationality Information Overall Representation

58

35

15

64

32 2 2

1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 10

10

20

30

40

50

60

Number

India Nigeria Nepal USA BangladeshCanada Mexico Ghana UK PeruIran UzbekistanHaiti Thailand CameroonChile Bahrain Ethiopia Ugandan Philippines. Serbia Indonesia PAKISTAN South Africa France Jamaica Germany Ecuador Côte d'Ivoire Sri Lanka Dominican Republic Switzerland

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Country Number of Samples Ranking India 58 1 Nigeria 35 2 Nepal 15 3 USA 6 4 Bangladesh 4 5 Canada 3 6 Mexico 2 7 Ghana 2 8 UK 2 9 Peru 1 10 Iran 1 10 Uzbekistan 1 10 Haiti 1 10 Thailand 1 10 Cameroon 1 10 Chile 1 10 Bahrain 1 10 Ethiopia 1 10 Ugandan 1 10 Philippines. 1 10 Serbia 1 10 Indonesia 1 10 PAKISTAN 1 10 South Africa 1 10 France 1 10 Jamaica 1 10 Germany 1 10 Ecuador 1 10 Côte d'Ivoire 1 10 Sri Lanka 1 10 Dominican Republic 1 10 Switzerland 1 10 Total 150

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Most Popular E-Government Service Overall Representation

25%

4%

36%

12%

7%

6%

7% 3%

E-InformationE-Vehicle RegistrationE-Banking & E-TaxProcess ReengineeringE-PassportE-ParticipationE-TicketingE-Birth Registration

Service Category Number of Services Ranking

E-Banking & E-Tax 74 1

E-Information 51 2

Process Re-engineering 23 3

E-Passport 14 4

E-Ticketing 13 5

E-Participation 11 6

E-Vehicle Registration 7 7

E-Birth Registration 5 8

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E-Government Service Usage in Specific Countries

India

17%

3%

38%11%

8%

6%

15%

2%

E-InformationE-Vehicle RegistrationE-Banking & E-TaxProcess ReengineeringE-PassportE-ParticipationE-TicketingE-Birth Registration

*The survey sample size from India is 58. Key comments and concerns:

• E-government scheme is going to enhance the options available for citizens • How to raise the awareness of the importance of E-Government Service • E-government service has to go to all the villages in the near future. • How to make the law construction keep pace with e-government service

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Nigeria

11%

3%

68%

6%

6%3%0%3%

E-InformationE-Vehicle RegistrationE-Banking & E-TaxProcess ReengineeringE-PassportE-ParticipationE-TicketingE-Birth Registration

*The survey sample size from Nigeria is 35. Key comments and concerns:

• How to face some moral hazards and problems in the e-passport e-government service

• Nigeria is facing a civil service reform. Nepal

7

75%

0%

13%

6%0% 6%

0%

0%

E-InformationE-Vehicle RegistrationE-Banking & E-TaxProcess ReengineeringE-PassportE-ParticipationE-TicketingE-Birth Registration

*The survey sample size from Nepal is 15. Key comments and concerns:

• Nepal is in the initial phase of implementing government services. • The New Nepal Transformation Project is in progress. • Some users suggest that the e-government services can be measured by the

satisfaction and perception of fairness, trust and legitimacy, in order to supervise government performance.

United States of America

8

28%

0%

29%

29%

0%

14%

0%

0%

E-InformationE-Vehicle RegistrationE-Banking & E-TaxProcess ReengineeringE-PassportE-ParticipationE-TicketingE-Birth Registration

*The survey sample size from United States of America is 6. Key comments and concerns:

• Although several e-government services are available, at the local level (city or county) other than using library and occasional view of events in a city, we hardly use any online services.

Bangladesh

9

50%

0%

0%

25%

0%

25%

0%

0%

E-InformationE-Vehicle RegistrationE-Banking & E-TaxProcess ReengineeringE-PassportE-ParticipationE-TicketingE-Birth Registration

*The survey sample size from Bangladesh is 4. Key comments and concerns:

• The government lacks adequate technical, managerial or financial resources to operate e-government.

• Most information is not updated on time. Canada

10

0%

20%

10%

30%

20%

10%

0%10%

E-InformationE-Vehicle RegistrationE-Banking & E-TaxProcess ReengineeringE-PassportE-ParticipationE-TicketingE-Birth Registration

*The survey sample size from Canada is 3. Key comments and concerns:

• No comments. Mexico

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67%

0%

0%

33%

0%0%0%0%

E-InformationE-Vehicle RegistrationE-Banking & E-TaxProcess ReengineeringE-PassportE-ParticipationE-TicketingE-Birth Registration

*The survey sample size from Mexico is 2. Key comments and concerns:

• No comments. Ghana

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100%

0%0%0%0%0%0%0%

E-InformationE-Vehicle RegistrationE-Banking & E-TaxProcess ReengineeringE-PassportE-ParticipationE-TicketingE-Birth Registration

*The survey sample size from Ghana is 2. Key comments and concerns:

• The project funded by the World Bank will help us develop e-government services in Ghana.

Here is the key data to reflect their usage of e-government service.

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Country The most popular service Key comments and concerns

Iran E-Banking & E-Tax

The commercial and public are using e-services more than NGOs or educational institutions.

Philippines E-Information

E-government is a better solution for supervising the performance of the government compared to traditional approaches.

Thailand E-Information

It is better to computerizing the government first rather than transforming the government.

France E-Information Not very well developed/ Not totally developed.

Côte d'Ivoire E-Information

It is very difficult to meet the right person to give me the right answers. (Difficulty in finding the right person to provide information needed.)

Indonesia

E-Banking & E-Tax, E-Information, Process Re-engineering, Lack of government powerful regulations.

aiti E-Information Lack of adequate legal framework.

Uzbekistan E-Information

Suriname E-Banking & E-Tax

Cameroon E-Information

Chile

E-Banking & E-Tax, E-Information, Process Re-engineering,

Bahrain Process Re-engineering,

Brazil E-society

Ethiopia E-administration

Ugandan

E-Banking & E-Tax, E-Information Process Re-engineering,

Ecuador E-Information

Jamaica E-Banking & E-Tax

Germany E-Information, E-Banking & E-Tax

Switzerland

E-Banking & E-Tax, E-Information, Process Re-engineering, E-Participation

Pakistan E-Information

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South Africa

E-Banking & E-Tax, E-Information, Process Re-engineering,

Serbia

E-Information, Process Re-engineering, E-Birth Registration

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QUESTION #2 Which country do you live in and which mobile government services are available in your country? Please explain. 1. INDIA ► Mobile phone services ► Mobile health services ► Mobile postal services ► Mobile Banking Services ► Mobile markets ► Mobile educational services ► Railway Enquiry ► Mobile Banking including payment of bills, online money transfer, service request

registration & Tracking, payment status and confirmation etc. ► Airline Enquiry and Status updates ► First Information Report on Mobile (Pilot Project) ► IVRS facility for status check and enquiry has been started by various central and state

Government departments ► No mobile government services ► E-taxation, e-banking, e-records, etc. ► Payment using mobile phones ► Public distribution system ► Online registration ► Tracking of certificates ► Caste Certificate ► Permanent Resident Certificate ► Payment of mobile bill/ phone bill ► Tracking of application forms ► Checking status of PNR in Indian Railways ► Vehicle registration ► Banking ► Railway Reservation and Status Updating ► Status Update on Public Distribution System ► City Traffic Position ► Taxi Complaint and Redressal ► Grievance redressal ► Alerts of filing tax returns ► Status of pending applications ► Utility payments. ► Bill Payment, Community services ► PDS tracking ► Issue of Birth/ Death certificates ► Issues of trade licenses

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► Payment of property taxes ► Status tracking of applications ► Community services ► Railway Reservation and Status Updation (G2C) ► Examination Result (G2C) ► City Traffic Status (G2C) ► Passport application ► SMS

2. NIGERIA ► e-banking ► e-commerce ► Mobile banking ► Mobile banking ► e-commerce ► e-commerce ► e-commerce

3. BANGLADESH ► Public exam result, information on hajj in the ministry of religious affairs website 4. THAILAND ► Government-wide Data Network ► The use of ICTs

5. UNITED STATES OF AMERICA

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► Taxation is the most popular followed by Immigration and Foreign travel information. ► Vote

6. SOUTH AFRICA ► eNatis 7. CANADA ► Mobile telephones, laptop computers, personal digital assistants 8. UGANDA ► Uganda telecommunication services 9. GHANA ► Do not have any mobile government 10. NEPAL

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QUESTION #3 What additional e/m-government services do you expect from your government? Please explain. ************************************************************************ 1. e/m learning in schools and universities. 2. Booking of tickets for all rails, road, sea & air transport system all over the country. 3. Online trading and e-procurement be encouraged. ************************************************************************ Allow Internet investors from individual to banks buy and manage T-bills and bonds online ************************************************************************ 1. Status check and tracking of the services request for all above services mentioned under e-Governance. 2. Departure and arrival update of train, flight and bus for already registered entries. 3. Receiving & payment of bills and taxes on mobile devices. 4. Facility of money transferring to already registered user. 5. News and other important and relevant info through mobile. ************************************************************************ 1. Services such as online provision of number of documents 2. Passport services 3. Tax services 4. E-payment 5. Information on governmental decisions 6. National Archives ************************************************************************ Well it depends on the country’s need and full involvement in e-governance ************************************************************************ I expect the Ghanaian government to speedily implement the ICT4AD Policy which incorporates the e-government policies. ************************************************************************ I am expecting services like data management, information management, and knowledge management. ************************************************************************ Well much is needed to help improve the capacity of the government staff. ************************************************************************ 1. Links of affiliated/corporate institutions 2. Frequently Asked Question 3. Nepali format or local language 4: E-Gov awareness 5: Award /motivation 6: Mission and objectives 7: Good governance policies adopted ************************************************************************ Online data access means right to information

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************************************************************************ Participatory e-governance. Where citizens can share ideas and participate actively in government ************************************************************************ A participatory government the citizens can have a say and contribute suggestion on well to serve them better ************************************************************************ We need the assistance and tools from the international communities in supporting ongoing e/m-government development by providing information and resources in support of e/m government policies and programs in support of public sector development. ************************************************************************ E/m-government that will help improve life especially mobile/e-health ************************************************************************ A big country like India (in population and field) can be made mobile courts from which people can take the benefits of judiciary easily and cheaply. ************************************************************************ All files processing, certificate-related services and all tax-related services should be made online. ************************************************************************ Land registration ************************************************************************ In India, we expect a lot of government to citizen and government to buisness services to be come under e/m-government. I also like to put forward the concept of UID (unique ID card) using biometrics. ************************************************************************ E-government initiatives should focus on producing a locally named and designed website which will provide citizens with access to local knowledge, services and learning opportunities. ************************************************************************ e/m-government services expected from the government of India: 1. Online passport registration 2. Certificates 3. E-court 4. Delivery of orders ************************************************************************ E-conference ************************************************************************ E/m-Government services that are expected in near future are: 1. Issue and Renew of licenses 2. Application Submission for various services 3. Status Updates on various claims ************************************************************************ 1. Government. - Low cost in investment as this project can be given out to an enterprise. - Corrupt practices will be reduced as transactions will be transparent. - Reduced road accidents. - Effectiveness and efficiency in this business will be improved. 2. Business.

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- The revenue of the government will be increased such as taxes and other dues paid for toll fees, registration fees, and lenience freshet. - Improve resources and planning management, such as resource information systems, land and property management. - Better marketing and environmental investment. - More roads will be constructed. 3. Society - Online bookings for vehicles by passengers will be facilitated n as well as the advertisement of vehicles. Waiting time will be reduced drastically. - Confidence will be improved between the transporters and the passengers. - Overcrowded vehicles will no longer be tolerated. These are just to name a few, will be the impact that this type of monitory transportation system will offer to the government when e/m-government is implemented in my country. ************************************************************************ E-governance with access of network within the reach of the people ************************************************************************ Nepali people are expecting that the government will implement this master plan so that, people can get government services effectively and efficiently in government offices. ************************************************************************ I see following scope for e/m - government services yet to come in Indian context - 1. Courts - Civil, Criminal and Consumer 2. Transport dept 3. Power 4. Election commission 5. Planning commission 6. Property registration 7. Police Dept. 8. Municipal corporation 9. Health dept. ************************************************************************ 1. Mobilise front line staff and citizens interacting with government. 2. Create freedom for citizens and employees 3. Increase productive time (a key element of the efficiency programme) 4. Improve customer service 5. Provide more real time information 6. Tackle resistance to change 7. Implement in areas not traditionally associated with the office and ICT 8. Use wireless technologies and their potential to mobilize public sector workers and transform service delivery 9. Gain efficiencies and benefits from mobile working 10. Understand the typical pitfalls and challenges you might encounter when taking on a mobile project

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************************************************************************ More utility service, transparency, speed of work ************************************************************************ The following additional e/m-government services are expected to be delivered by my Government (Government of India) in the very near future: 1. Notification via SMS by the blood bank to advise registered blood donors when urgent needs for blood arise. 2. Notification via SMS to parents from their children's school to inform them if their children are absent from school on that day 3. Notifications via SMS from the public libraries to individuals who have placed a reservation for a book 4. Bus schedule availability via SMS 5. Notification of job opportunities from Employment Exchanges to individuals who have selected specific areas of employment 6. Reporting incidents or relevant information to the Police Force 7. Notification of acknowledgments and status change of customer complaints 8. Notifications of court deferrals 9. Notifications for license-renewal to the holders of licenses issued by Chamber of Commerce 10. Notification of exams results ************************************************************************ Payment of property tax bills and receipt of online bills ************************************************************************ Currently we are using e-commerce and e-citizen, but all that is needed is to improve on the services and also of importance is ongoing training for government staff to improve their capacity to effectively monitor the data and how well to sustain e-governance in Nigeria. ************************************************************************ Government of India has already started implementing services like 1. Taxation 2. Railways 3. Airlines 4. Issue of certificates 5. Banking ************************************************************************ 1. Issuance of birth/death certificate 2. Income tax filing 3. Electricity and telephone bill payment 4. Online vehicle registration 5. Payment of various taxes 6. Online education 7. Online travel and hotel booking 8. Online entrance examinations 9. Payments to different institutions/banks through mobile 10. Mobile portal ************************************************************************ E-services. By providing the services through the use of internet, the government indirectly provides the other components of e-government such as e-record, e-procurement e-payment and so on.

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************************************************************************ The Government being the owner and largest user in control of ICT, should be able to expand and advance the proper use and management of ICTs to provide additional E/m-Government services covering social services areas which include health, education, security and social welfare to reach the local community being the vulnerable groups in need of Government services. ************************************************************************ All the citizen-centric government services should be automated. ************************************************************************ 1. eGIF (egovernment interoperability Framework) - This will ensure interoperability of technical systems between Government, Ministries, Departments and Agencies as well as these systems and systems used by the public. 2. Government Network: The establishment of a government network throughout the country will provide Ministries, Departments and Agencies high speed connectivity for sharing information and applications. 3. Government Gateway: This will be a central point of information for citizens and provide many government services online. 4. eGovernment Applications: Applications and services such as Revenue Collection, Birth and Death registry, National Identification System and Insurance should be developed to improve the interaction with citizens and provide easy accessibility to data and information. 5. Messaging, Collaboration, Document Management and Workflow Management System: The introduction of this system will enhance communication between Government and Ministries, Departments Agencies and the public. ************************************************************************ 1. e-tax payment system 2. e-ID application 3. e-procurement to lessen corruption in the government sphere 4. More effective government website, and even an effective government portable instead of the many efforts undertaken by different government bodies to have their own websites. ************************************************************************ I would like to have a social Security Number (SSN) in India also. All interactions of a citizen with government should happen through single window system and one should enter this system from his SSN. ************************************************************************ E-signature and send all these information through Internet and e-voting. ************************************************************************ E-Procurement, E-tenders, E-bids, Access to Contracts and Grants systems. ************************************************************************ E-Tenders, E-Procurement, E-Bids, E-Grants and Contracts.. ************************************************************************ E-Procurement, E-tenders, Grants and Contracts. ************************************************************************ E-Procurement, E-tenders, E-Grants. ************************************************************************

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We expect Government to issue a Multiservice Social Security card for every citizen of the country, in which all the services to be provided to the citizen by the Government should be mapped. ************************************************************************ I expect that e/m-government can help the poor people who are not getting the opportunities in the different parts of Nepal. There are so many places which are far from their capital cities. Most of people are getting bored to take anything from the capital cities. But after reading this module I found that this e/m-government can help the every citizens of our country. ************************************************************************ Transparency ************************************************************************ E-conferences and delegation within the government ministries including e-commerce for business ************************************************************************ Today no services fully established in m-government services in Indonesia. ************************************************************************ E-society should be sustained and adequate networking strategies and supplies ************************************************************************ The services expected from government are supposed to be advisory systems such a medical, veterinary, crop-based, market pricing, etc to the needy citizens. ************************************************************************ I expect the government to introduce additional e/m services for promoting better interactions and consultations between government and citizens in decision-making processes. ************************************************************************ 1. PKI/Digital Signature for real transaction. 2. e-payment for government fees / tax 3. Online appointments with local government and social security ************************************************************************ Now, with its Treasury Direct website, the Bureau of the Public Debt combines E-government and E-commerce to allow internet investors from individual to banks buy T-bills and bonds using a credit card or electronic bank transfer. Internet users can also buy U.S. Savings Bonds online from the Bureau of the Public Debt's Savings Bond Connection website. ************************************************************************ Transparency in information ************************************************************************ 1. Changing the Scalar Principle of Work from administration. 2. Abolishing the red tape and traditional nature of work from government sector. 3. Taking disciplinary action against the responsible person causing intentional delay in execution of work. ************************************************************************ 1. Utility bills payment through mobile phones. 2. Smart cards- single key to avail multiple services from the government. ************************************************************************ 1. Expected E-Government Services: Government service delivery through Common Service Centers and government portal. 2. Expected m-Government Services: Payment of various government utilities via mobile. ************************************************************************

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INDIA- BSNL ************************************************************************ 1. Filing of Learner's License. 2. Filing of petitions. 3. Filing of commercial tax. ************************************************************************ 1. Payment of the utility bills through mobile phones. 2. Concept of smart card- single key to avail various government services. 3. Database in terms of maintaining biometric details of citizen.

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