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									Pan-European E-Government:
 The Quest for Value

   Andrea Di Maio
Key Issues

 Assessment of e-government service delivery
  must go beyond the e-Europe benchmark, to
  capture value, effectiveness and efficiency.

 Developing pan-European services should not
  focus only on infrastructure and interoperability
  issues, but should be driven by agreed and
  auditable means to prioritize services.

 Architecture and interoperability standard must
  consider the growing role of the private sector in
  service delivery and intermediation.
E-Government SurveyMania
                                                   Income taxes


                    100%
                    80%
degree of on-line
  sophistication




                    60%
                    40%

                    20%

                     0%
                                               I




                                                                                                       L
                                F




                                                         P
                                                             E




                                                                               A



                                                                                               B
                                                                                                   S
                                                                      D




                                                                                         IRL
                                                                          NL


                                                                                   FIN
                                         ISL
                                    EL




                                                                 UK
                           DK




                                                   NOR




                                                             countries
     What Do Constituents
      Really Want?
                                         Use of Intermediaries for E-Government Services
         Relevance              100%
+
                                80
    Change of address                                                                  Don't know
    Healthcare — reservations   60                                                     As before
    Motor vehicles                                                                     Less
                                40                                                     More
    Remote voting
    Access to elected reps.
                                20
    Tickets and fines
    Licenses, permits            0
                                          France Germany    Italy Netherlands U.K.
    Income tax — filing
    Health care — records            Which Portal to Access E-Government
                                100%
-                                80
                                                                               Banks, employer, telcos…
                                 60                                            Yahoo, AOL, MSN…
Main Benefits:                                                                 Different agency portals
Time Saving, Better Service      40                                            Single gov’t. portal
Main Inhibitors:
                                 20
Security and Privacy
                                     0
                                          France       Italy            U.K.
                                               Germany       Netherlds.
  Assessing E-Government Strategy:
   Cubing the Circle



                       .
Operational
 efficiency
                 Political         High     Acceptable    Desirable
               return
                              Value to
              Constituent    constituent
               service                     Unacceptable   Mandatory
                                    Low


                                              High           Low
                                               Cost to constituent
   Assessment Framework
Constituent                     Operational                            Political
 Service                         Efficiency                            Return

              Depth                           Cost/transaction                      Media hits
                                     cost                                    PR
  maturity    No. of channels                 No. of trans./empl.                   E-mails
              Push/pull
                                      time    Trans. time                           Skill demand
                                                                      Economic      and supply
              Availability                                             develop.
                                              Headcount                             B2B volumes
usefulness    TCU
                                 Degree of
                                              No. of org. units                     Technology
              Value/cost        transform.
                                                                                    penetration
                                              % joined services
                                                                        Closing
              Use                                                                   B2C volumes
                                                                         divide
  success                                     % aborted trans.
              Channel impact                                                        Public access
                                      use                                           points
                                              (G2E+G2B) / G2G

                                                                                    Visits on
                                                                     Increased      policy pages
                                                                    participation
                                                                                    % Voters
  The Strategic Irrelevance of Portals
   Event         2002          2005 +
Moving       Communicate    Communicate
                                                         Content and Services
house        change to      change to
             govt. portal   utility or                  Public          Private
                            moving SP
                                             Private                 Leading portals
Filing and   E-file taxes   E-file via                 Govt.         Banks
paying tax   through        practitioner or            ASPs          Utilities
             RS site        Internet portal                          Associations
                            or bank         Channel                  ME-service prov.

                                                                   PPP/PFI
   Life-event models
   Government-managed                         Public
                                                                       Govt.-hosted
   Priority on front end                               Govt. own        community
   Focus on G2G integration                             portals           sites
   Local marketplaces
                      Real life-event models
                      Provided by third parties
                      Priority on Web services
                      Resolve privacy issues
  Increasing the Scope
   and Depth of Integration
                      Autonomous        Local         Broad     Virtual       Global
        Intermingle    Application   Integration   Integration Enterprise   Integration
         Processes      Systems


         Execute
        Service or
         Update


         Immediate                           recommended
Depth     Lookup                                 route


            Send
            Data


                       Within         Across        Govt.-     Known        Ad Hoc
                       Dept.          Depts.        wide       Partners     Partners
                                          Scope
   Sourcing the Front End




        Service
                   E-voting
                                                 Tax filing
                         E-polling
Transaction                             E-procurement
                    Certificates
                                           DMV, change address

Information                          Tickets and fines

                           Tourism and culture

                   Search laws
              0%                     50%           100%
                   Intermediated/Outsourced

								
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