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e Government S ervices – Understanding the Demand Side

ANDREJ TOMŠIČ Department for Information Society Applications. e Government S ervices – Understanding the Demand Side. 14 th Statistical Days, Radenci, 9 November 2004. On Information Society Benchmarking.

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e Government S ervices – Understanding the Demand Side

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  1. ANDREJ TOMŠIČ Department for Information Society Applications eGovernmentServices – Understanding the Demand Side 14th Statistical Days, Radenci, 9 November 2004

  2. On Information Society Benchmarking Information society benchmarking is a very young field of research. Lately its focus has been gradually shifting from infrastructural indicators, measuring the availability and use of information and communication technologies (ICT), towards assessing the impact of ICT on everyday life of citizens(C), businesses(B) and the state (G). Political decisions and strategic directions of institutions dealing with information society development will in future rely more on research oriented towards understanding the demand side of services offered by the government. The impetus will come from identified needs of citizens and their preferences, which need to be rightfully incorporated when designing electronic services. Some research on this matter is already in progress. http://www.gov.si/mid

  3. Source: CVI, September 2004 Population average 43% Source: National Statistics Office of the RS, Q1 2004 Information Society Overview On-line availability of eGov service approaching 100%. The Internet is becoming a daily routine for majority of users. http://www.gov.si/mid

  4. Measuring eGovernment - Today • »Web Based Survey on Electronic Public Services« • A number of limitations... • On-line availability only (service quality, process of delivery?) • Linear transformation into % • Some services incomparable or too broadly defined • Development snapshot • One channel approach • ...that result in the following implications: • 25-33% of eGov development just by publishing information about existing services on a website • Partial and possibly misleading results of eGov development • No assesement of G2G services and demand side • No information on users preferences, barriers for usage... • Still, it offers some comparability • Availability of 20 basic e-services: • 12 G2C • 8 G2B Stage 1- Information Stage 2 - One-way Interaction Stage 3- Two-way Interaction Stage 4- Full electronic case handling http://www.gov.si/mid

  5. Supply Side Measurements Prevail • Assumptions: • 100% availability of on-line services is needed TRUE • Supply will drive demand FALSE • RIS, SIBIS - > high interests and satisfaction, usage lags behind • Conclusions: • eGovernment needs to be measured and benchmarked through more or less see-the-whole-picture reports: • Accenture • UN World Public Sector Report • European Comission »Top of the Web«: Report on quality and usage of public e-services in Europe • ... • Demand side to become focal • Existing users are satisfied • Slow pace of attracting non-users (eGov non-users and general Internet non-users) • Non-users are a highly differentiated group http://www.gov.si/mid

  6. Typology of Non-users • Group E • ACCESS  • COMPETENCE  • MOTIVATION  • Disabled people, • low-income groups. • Group A • All three conditions met • ACCESS  • COMPETENCE  • MOTIVATION  • This group can serve as a • platform for knowledge • transfer to non-users. • Group F • ACCESS  • COMPETENCE  • MOTIVATION  • Competence only. • Group G • ACCESS  • COMPETENCE  • MOTIVATION  • Low income groups. Income • is the 2nd most important • determinant of digital divide. • Group H • ACCESS  • COMPETENCE  • MOTIVATION  • Socially exclused, marginal • groups and socially less- • integrated ethnic minorities. • Group D • ACCESS  • COMPETENCE  • MOTIVATION  • Older or less educated • people with access in their • household. • Group B • ACCESS  • COMPETENCE  • MOTIVATION  • Access and competence • attained in schools • Group C • ACCESS  • COMPETENCE  • MOTIVATION  • Typical education- • targeted group. Access Competence B F D A C E H G Group A is relatively small, still the present benchmarking is focused on availability of eGov services for this group! Motivation Source: adapted from Viherä, Marja-Liisa: People and Information Society http://www.gov.si/mid

  7. Demand-side Oriented Research • Pan-European eGovernment Services • Though primarily still supply-oriented, it tackles some demand side aspects, esp. regarding mobility of people in the EU • carried out by CGE&Y for IDA (DG Enterprise) • eUSER (http://www.euser-eu.org) 2004-2006 • “Evidence-based support for the design and delivery of user-centred online public service” (Gareis, 2003) • Based on typology of non-users • eGovernment, eHealth, eLearning • ...others to follow http://www.gov.si/mid

  8. References 1. Accenture: Rhetoric vs. Reality – Closing the Gap [http://www.accenture.com], 2001 2. Akcijski načrt eEUROPE 2005 3. Akcijski načrt eEUROPE+ 2003 4. Akcijski načrt eUprave do 2004. Povzetek izvajanja akcijskega načrta za obdobje do 14.9.2004. Ljubljana: Center Vlade za informatiko,2004. 5. Despotovič, Mladen et al.:E-uprava naprej od spletnih meja. Zbornik posvetovanja Dnevi slovenske informatike 2003. Ljubljana: Slovensko društvo informatika, 2003 6. eUSER [http://www.euser-eu.org/], 2004 7. Eljon, Matej et.al.:Kontaktni centri. Zbornik 12. delavnice o telekomunikacijah – Vitel 2002. Ljubljana: Fakulteta za elektrotehniko, 2002. 8. Gareis, Karsten: Towards User-centred eGovernment. Conference Proceedings: Urban Impacts of the Information Society. Hague, 2004. 9. Interoperable Delivery of Pan-European eGovernment Services (PEGs) to Public Administrations, Business and Citizens. IDA, 2004 10. Kunstelj, Mateja in Vintar, Mirko: E-Uprava: Pozicija Slovenije v primerjavi z drugimi državami. Zbornik referatov: 11. posvetovanje informatikov v javni upravi z mednarodno udeležbo, Portorož, 2004. 11. Leben, Anamarija in Bohanec, Marko: Vrednotenje portalov življenjskih situacij. Zbornik posvetovanja Dnevi slovenske informatike 2003. Ljubljana: slovensko društvo informatika, 2003 12.Lindič, Jaka in Groznik, Aleš: elektronsko poslovanje javne uprave – analiza portala e-uprava. Zbornik posvetovanja Dnevi slovenske informatike 2003. Ljubljana: Slovensko društvo informatika, 2003 13. RIS [http://www.ris.org] 14. SIBIS [http://www.empirica.biz/sibis/] 15. Top of the Web: Report on quality and usage of public e-services in Europe. Bruselj: Evropska komisija, 2003. 16. Uporaba Interneta, 2004, Slovenija, Prva statistična objava št 148. Ljubljana: Statistični Urad RS, 2004. 17. Viherä, Marja-Liisa: People and Information Society. The Citizens' Communication Skills and the Opening of New Prospects for the Civil Society. Helsinki: The FUTU project, 1999. 18. Vintar Mirko: Občan v razmerju do e-uprave. Zbornik referatov: VIII.Dnevi Slovenske Uprave. Portorož: Visoka upravna šola, 2001. http://www.gov.si/mid

  9. Hvala za pozornost!Thank you for your kind attention!andrej.tomsic@gov.si http://www.gov.si/mid

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