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QITCOM 2011 Conference
Richard KerbySenior Inter-Regional AdviserE-Government and Knowledge
E-Government Services
http://www.UNPAN.org/DPADM/ 2
E-Government Services
1. Overview of e-Government Services2. Key Performance Indicators (KPIs)3. M-Government4. Cloud Computing5. Open Government Data6. Way Forward
http://www.UNPAN.org/DPADM/ 3
1. Overview of e-Government Services
E-Government primarily consists of two parts: front-office and back-office. The front office part is comprised of online service delivery to citizens and businesses, through the Internet or other digital means. The back-office part is comprised of internal government administration and information sharing in the form of services both within and between governments. In this briefing note, Government-to-Citizens (G2C) and Government-to-Business (G2B) services are categorized as front-office, and Government-to-Government (G2G) as back-office.*
* ESCAP Briefing Note 3
http://www.UNPAN.org/DPADM/ 4
2. Key Performance Indicators (KPIs)
You cannot manage what you do not measure
You cannot improve if you do not measure
* ForeSee
http://www.UNPAN.org/DPADM/ 5
2. Key Performance Indicators (KPIs)
* ForeSeeC
redib
le
ValidAccurate
Precise
Reliable
Sen
sitive
http://www.UNPAN.org/DPADM/ 6
2. Key Performance Indicators (KPIs)
* ForeSee
Success = Satisfaction
http://kpilibrary.com/home
http://www.UNPAN.org/DPADM/ 7
3. M-Government
Mobile Government is the next inevitable direction of evolution of eGovernment. It is about modernising the public sector organisations - hence the business processes, the work and the workers - using mobile technologies, applications and services. M-Government is not only about technology but rather how technology revolutionise the public sector activities and how the society adopts these technologies. Mobile devices provide a faster and timely way of delivering information to citizens and is considered as the most common medium or enabler of m-government.
In countries with limited wireless infrastructure and m-services, short message service (SMS) can transmit simple m-services to provide services to citizens.
Mobile Government Consortium
http://www.UNPAN.org/DPADM/ 8
3. M-Government
The main benefit of the m-government is that it truly helps to create an integrated digital nervous system for government. The advancement of ICT explains why new m-government applications emerge and why government has many opportunities through the wireless channels. Its immediacy and convenience reduces the previous barriers to public service operations, encouraging citizens or service providers to make use of the technology. Digital systems enable public service personnel to gather data more efficiently and improve its delivery, also encourage citizens to utilize public services more easily and be more cordial in the city's or government's decision process.
Mobi Solutions Ltd
http://www.UNPAN.org/DPADM/ 9
4. Cloud Technology
“Don't fight Mother Nature. It's inevitable that applications will move to the cloud, it's just a matter of which ones. Embrace the change and manage the change in a way that's effective for your business. When it comes to cloud computing, the train has left the station”- John W. Thompson, Chairman and Ex-CEO Symantec
http://searchsecurity.techtarget.com/news/article/0,289142,sid14_gci1523794,00.html
* eFortresses
http://www.UNPAN.org/DPADM/ 10
4. Cloud Technology
* eFortresses
http://www.UNPAN.org/DPADM/ 11
4. Cloud Technology
Private cloud
– enterprise owned or leased
Community cloud– shared infrastructure for specific community
Public cloud– Sold to the public, mega-scale infrastructure
Hybrid cloud– composition of two or more clouds
* eFortresses
4. Challenges of Cloud Technology
* Cisco
data and information produced or commissioned by government or government controlled entities
5. Open Government data
Examples of government data
Traffic, air quality, budget spending, hospital bed utilization, students per class, crime rates, incidents, and so on
Traffic lights, security cameras, electrical grid, water pipes, and so forth
How is it useful?
An example of PUSH : USA - Open
Government Initiative
Citizens monitor data streams
http://www.UNPAN.org/DPADM/ 20
6. Way Forward
* ESCAP Briefing Note 3
• Government institutions need to identify Key Performance Indicators (KPIs) that can measure citizen satisfaction.
• Citizens are looking for multi-channel approach to the delivery of e-services through i-phones, PCs, Kiosk, ATM machine, mobiles, front offices
• M-Government should one of the priority of e-government decision-makers
• Governments need to insure that security is a major priority in Cloud Computing
• Open Government Data creates greater trust between government and citizens
• Government institutions need to identify Key Performance Indicators (KPIs) that can measure citizen satisfaction.
• Citizens are looking for multi-channel approach to the delivery of e-services through i-phones, PCs, Kiosk, ATM machine, mobiles, front offices
• M-Government should one of the priority of e-government decision-makers
• Governments need to insure that security is a major priority in Cloud Computing
• Open Government Data creates greater trust between government and citizens
