E-Government

UNESCAP Public Reform Trends UNESCAP Session 6: E-Government 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 UN07102003-1 E-Government UN07102003-4 E-Government References UNESCAP Public Sector Reforms UNESCAP 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 EGovernment in Asia, J. Yong, ed., Times Editions, Singapore, 2003. 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 UN07102003-2 E-Government UN07102003-5 E-Government Public Sector Reform UNESCAP Public Sector Reform UNESCAP 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”. UN07102003-3 Service Orientation – to make government more customer-friendly and service-conscious. Instead of being government agency centric, move towards citizen-centric Decentralization – breaking up the bureaucracy, empowering smaller agencies E-Government UN07102003-6 E-Government 1 Public Sector Reform UNESCAP What ICT can provide UNESCAP 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 efficient Accountability – shift in focus from processes and structures to outputs and outcomes; accountable to citizens and the public Sustainability UN07102003-7 Ultimate goal: to continuously improve the interactions of the government, business and citizens, so as to stimulate political, economic and social progress of the society Service enhancement improving reliability and accessibility Cost reduction Improve effectivity and efficiency Increased interactions between government and citizens, encouraging citizens to be more participative UN07102003-10 E-Government E-Government Examples of Reform Principles UNESCAP UNESCAP Steering rather than rowing Empowering rather than serving Injecting competition into service delivery Transforming rule-driven organizations Funding outcomes not outputs Meeting the needs of the public and not the bureaucracy Earning rather than spending Prevention rather than cure From hierarchy to participation and teamwork Leveraging change through the market UN07102003-8 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. E-Government UN07102003-11 E-Government UNESCAP UNESCAP E-government: a government that applies ICT to transform its internal and external processes E-government at its best can be viewed as the process of creating public value (the things that people want) with the use of modern ICT Should not change the role of government; in fact, ICT use can raise people’s expectations UN07102003-9 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. UN07102003-12 E-Government E-Government 2 E-Government Strategic Framework UNESCAP UNESCAP Government-to-Government (G2G) Government-to-Citizens (G2C) Government-to-Business (G2B) UN07102003-13 E-Government UN07102003-16 E-Government Domains of E-Governance Improved Processes: E-Administration UNESCAP Layne and Lee Stages Complex UNESCAP Technical & Organizational Complexity External Interactions E-Society Connected Citizens: E-Citizens & e-Services Simple Transaction • Services & forms online • Working database supporting online transactions Catalog • Online presence • Catalog presentation • Downloadable forms Sparse Horizontal Integration • Systems integrated across different functions • Real one-stop shopping for citizens Vertical Integration • Local systems linked to higher level systems •Within smaller functionalities Complete Integration E-Government UN07102003-14 E-Government UN07102003-17 E-Government Development Models UNESCAP Watson & Mundi Model INITIATION: Single-point of access to gov’t Enabling web-based payment INFUSION: All gov’t is electronic gov’t Mass presentment, review and payment online UNESCAP UN-ASPA: Benchmarking eGovernment: A Global Perspective, 2001. Efficiency CUSTOMIZATION: One-to-one relationship between gov’t and citizens Citizens have personal profiles for all financial transactions Effectiveness Informed citizens Open access to gov’t informaiton Citizens can customize relevant information Simple Sparse Integration UN07102003-15 Complete E-Government E-Government UN07102003-18 3 Compelling reasons for the users of e-govt to go and stay online Perception of added value Access and skills UNESCAP Recommendations: Interact Sites UNESCAP Must be easy for the public in terms of cost, time, effort Privacy and security Show citizens that their engagement matters, by informing them of the outcomes of their online comments. Break down complex policy issues into easy-tounderstand components. Be proactive about soliciting participation; use traditional media to publicize online consultations. Engage citizens collaboratively in the design phase. UN07102003-22 UN07102003-19 E-Government E-Government Meaningful E-Government Optimizes government operations Supports human development, empowers people, raises human capabilities UNESCAP Recommendations: Transact Sites UNESCAP 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. E-Government UN07102003-20 E-Government UN07102003-23 Recommendations: Publish Projects UNESCAP 2003 UN Global EGovernment Survey UNESCAP 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. UN07102003-21 Based on two main indicators: 1. E-Government Readiness Index Web measure index Telecommunication Infrastructure Index Human Capital Index E-Government UN07102003-24 E-Government 4 UNESCAP Lessons learned UNESCAP 2. E-Participation Index measures 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 UN07102003-25 ICT has become part of the political agenda Effectiveness 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 lives Government 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 UN07102003-28 E-Government E-Government UNESCAP Lessons learned UNESCAP 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 UN07102003-26 E-Government UN07102003-29 E-Government E-Government Readiness Human Rank Bangladesh Bhutan China India Kazakhstan Malaysia Nepal Philippines Sri Lanka Thailand Viet Nam UN07102003-27 UNESCAP Lessons Learned UNESCAP Score 159 161 74 87 83 43 130 33 84 56 97 0.165 0.157 0.416 0.373 0.387 0.524 0.268 0.574 0.385 0.446 0.357 Web 0.092 0.035 0.332 0.522 0.188 0.480 0.319 0.747 0.279 0.380 0.183 Telecoms 0.004 0.015 0.116 0.027 0.062 0.292 0.006 0.064 0.036 0.117 0.048 Capacity 0.40 0.42 0.80 0.57 0.91 0.80 0.48 0.91 0.84 0.84 0.84 E-Participation 0.017 0.017 0.069 0.259 0.103 0.121 0.138 0.672 0.293 0.103 0.017 UN07102003-30 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 E-Government E-Government 5 Lessons Learned Challenges and Opportunities of EGovernment Implementation UNESCAP UNESCAP Prior exposure to BPR and change management help a lot Change must encompass business practices; e-gov applications make sense only if they support appropriate work processes Training by peers more effective Intensive must be followed by actual extensive use UN07102003-31 E-Government UN07102003-34 Infrastructure Development Law and Public Policy Digital Divide: E-literacy, accessibility Trust: privacy and security Transparency Interoperability Records Management Permanent Availability and Preservation Education and Marketing Public/Private Competition/Collaboration Workforce Issues Cost Structures Benchmarking E-Government Lessons Learned UNESCAP UNESCAP Design of e-government applications must be simple; must run on all operating systems and browsers Success is not a given when one uploads the application to the Internet Users 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 UN07102003-32 Case Studies E-Government UN07102003-35 E-Government Lessons Learned UNESCAP Pilot Projects of the EGovernment 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) UN07102003-36 UNESCAP Networks and knowledge sharing are crucial Security of online connections must be a high priority to maintain integrity of the system and service E-gov is costly UN07102003-33 E-Government E-Government Malaysia 6 Central Vigilance Commission UNESCAP National Replication of EGovernance To facilitate knowledge sharing in e-governance by the different UNESCAP 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 UN07102003-37 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. UN07102003-40 E-Government E-Government India UNESCAP UNESCAP UN07102003-38 E-Government India UN07102003-41 E-Government India UNESCAP Andhra Pradesh’s E-Seva UNESCAP UN07102003-39 E-Government India 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-toconsumer (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. UN07102003-42 E-Government India 7 UNESCAP Karnataka’s Bhoomi UNESCAP UN07102003-43 E-Government India UN07102003-46 This 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 India banks. E-Government UNESCAP UNESCAP UN07102003-44 E-Government India UN07102003-47 E-Government India UNESCAP Korea’s E-Government UNESCAP UN07102003-45 E-Government India UN07102003-48 E-Government Korea 8 Single Window eGovernment(G4C) www.egov.go.kr UNESCAP G2B UNESCAP 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 the government 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. UN07102003-49 E-Government Korea UN07102003-52 E-Government Korea UNESCAP Home Tax Service www.hometax.go.kr UNESCAP 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. UN07102003-50 E-Government Korea UN07102003-53 E-Government Korea National e-Procurement Service(G2B) www.g2b.go.kr In order to increase the competitiveness of the procurement UNESCAP Home Tax Service www.hometax.go.kr UNESCAP 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. UN07102003-51 E-Government Korea UN07102003-54 E-Government Korea 9 Social Insurance Service Portal www.4insure.go.kr UNESCAP Real Estate Online Registration Service registry.scourt.go.kr UNESCAP 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 the citizens 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. UN07102003-55 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. UN07102003-58 E-Government Korea E-Government Korea Social Insurance Service Portal www.4insure.go.kr UNESCAP National Education Information System www.neis.go.kr UNESCAP 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. UN07102003-56 E-Government Korea UN07102003-59 E-Government Korea KIPOnet Service www.kipo.go.kr UNESCAP National Finance Information System www.nafis.go.kr Before, the national budget was managed by hand and the overall UNESCAP UN07102003-57 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 E-Government 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 UN07102003-60 everyday. E-Government Korea 10 Personnel Policy Support System(PPSS) UNESCAP National Knowledge Information Service UNESCAP 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. UN07102003-61 E-Government Korea UN07102003-64 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 E-Government Military Manpower Administration Information Service UNESCAP Seoul Open Service for Online Civil Administration UNESCAP UN07102003-62 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 E-Government 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. UN07102003-65 E-Government Korea Comprehensive Legislative Information Service UNESCAP e-Approval and e-Document Exchange UNESCAP UN07102003-63 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 E-Government 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. UN07102003-66 E-Government Korea 11 e-Signature and e-Seal UNESCAP For safer information exchange in cyber space the government issues accredited certificates to people using the eGovernment or e-Commerce services and e-Signatures to government officials using official e-Approval and e-Document exchange systems. UN07102003-67 E-Government Korea Thank you! Jay Sabido ICT Consultant for UNESCAP jayix@stanfordalumni.org UNESCAP UN07102003-68 E-Government 12