Series of Lectures the course MISS403: e-Government (Themes 1, 2 and 3) Dr. Mirsobit Mirusmonov

1. Series of Lectures the course MISS403: e-Government (Themes 1, 2 and 3) Dr. MirsobitMirusmonov Assistant Professor Management Information Systems College of Commerce and Business Administration Dhofar University, Salalah, OMAN

2. THEME 1 Government 2.0: How’d we get here?

3. Mega trends led to e-government • Globalization and market liberalization • Democratic and social challenges • Information and communication revolution

4. E-government is • the use of Information and Communication Technologies in public administrations combined with organizational change and new skills in order to improve public services and democratic processes. • the use of Information and Communication technology to support government operations, engage citizens, and provide government services.

5. E-government as a social-technical system

6. What is ICT? • Various terminologies: • IT = Information Technology • ICT = Information and Communication Technology • IT Components • Hardware: • Computers; infrastructure • Other hardware (e.g. RFIDs) • Software: Algorithms and logic • Operating systems; application/ development programs; databases • Networking is at the core • Internet: server / clients • Wireless networking (mobile government)

7. Milestones in the History of ICT Electronic relationships are made using the communications infrastructure provided by Internet, and the different services available on Internet. Most electronic relationships are made exclusively using the World Wide Web. There are however other services such as email or file exchange.

8. What is Society? • Various terminologies: • Society = a large social grouping sharing the same geographical or social territory, subject to the same political authority and dominant cultural expectations. • Community = a usually small, social unit of any size that shares common values. • Social Components: • Social capital: • is the expected collective or economic benefits derived from the preferential treatment and cooperation between individuals and groups. • Values: • Identity: social identity, citizenship • Politics: political changes • Culture: sub-cultures • Religious beliefs: sects

9. Who are the actors? • Local governments: form of public administration which in a majority of contexts, exists as the lowest tier of administration within a given state; • Citizens: a person with citizenship in a state is called a citizen of it; • Businesses: an organization involved in the trade of goods, services, or both to consumers or to other businesses; • NGOs (non-governmental organizations): legally constituted corporations created by natural or legal people that operate independently from any form of government

10. Why introduce e-government? • Increasing efficiency by streamlining business processes. Implementing an information technology system can reduce the number of steps in routine business processes and automate functions that were once manual. • Improving internal communication. Using technology to communicate within local governments can make it easier to keep up with what is going on in each department and program. • Providing better customer service in action. Technology can improve the way that local government serves constituents. Offering self-service access to information through the Internet is one way to improve service. • Keeping up with citizen demands and expectations. Society is moving toward a more electronic way of life. More and more businesses and citizens are working electronically. • Promoting what you do well. Offering an array of electronic information and services can help attract new residents and businesses looking for a progressive and forward thinking community.

11. Why introduce e-government?Traditional Government Characteristics: • TOP DOWN • NO or LIMITED LATERAL CONNECTIVITY • LIMITED COLLABORATION • INFORMATION FLOW PREDOMINANTLY VERTICLE • CUSTOMER HAS NO PLACE: WHY? • RULES BOUND • CULTURE: AUTHORITARIAN

12. Why introduce e-government? E-government as a main tool for government innovation • Better works with less tax money • Integrated services with immediate response (24/7, 365 days) • Crystal clear administrative processes (transparency) • Participatory democracy, better speak out rather than being represented by elected officials

13. Return on Investment Speed of Service Use of Resources Participation Transparency Infrastructure Cost of Service Traditional Vs E –Government Fragmented Low Months/Days Low High High Integrated Hours/Minute Low High High Low High Low

14. Comparing the e-government and traditional government Traditional Government E-government Customer-driven Enduring relationship Immediate customer service Intelligent reporter Competency-based Shared services • Government-driven <-> • Get in, get-out <-> • Distant customer contact <-> • Information center <-> • Process-based <-> • Territorial <->

15. Traditional Vs E –Government

16. E-government driving forces and barriers

17. THEME 2 E-government concepts and characteristics

18. E-Government: What it is not • It is not Computerizing the Existing Government Processes. • It is not digitizing the files and documents of the Government. • E-Government = Technology • E-Government = Government

19. What does e-government mean to us? • For citizens, e-government means being able to apply online for various services and documents such as educational grants, income tax forms or criminal record certificates. Some documents, like the residential registration form, will become obsolete because authorities will be able to exchange this information electronically with each other directly. • For businesses, e-government means being able to fill out an application online for the Commercial Registry and to pick up their registration certification online when it is completed. It means being able to get their questions on local taxes or foreign trade answered over the Internet. Information on business insurance or new amendments to the city, country laws should also be able to be researched. • For local government, it means optimizing work processes in areas such as construction management, electronic customs clearance, and materials and record management through the application of new technology and communication systems.

20. E-readiness of government the preparedness of a country for adopting e-government can be assessed broadly around the above areas and parameters. before a country embarks on a journey towards adoption of e-government, it has to assess its state of ‘e-readiness’

21. When government is e-ready? An e-ready society is one that has • the necessary physical infrastructure (high bandwidth, reliability and affordable prices); • integrated current ICTs throughout businesses (e- commerce, local, ICT sector), communities (local content, many organizations online, ICTs used in everyday life, ICTs taught in schools), and the government (e-government); • strong telecommunications competition, independent regulation with a commitment to universal access; • and no limits on trade or foreign investment

22. E-government in details • The transformation of public sector internal and external relationships through net-enabled operations, IT and communications • In order to improve • Government service delivery • Constituency participation • Internal government operations

23. Transformation in Government • From Bureaucratic » • From Fragmented » • From authoritarian » • From closed » • Intuition/guess work» • Manual Operation » • Manual Data storage » Citizen Centric Integrated Service Oriented Participatory Transparent Informed decision making Automated operation Electronic Media for data storage

24. E-government principles • Citizen-oriented: Government should be at the disposal of the people and not the other way around. • Convenience through efficiency: Online procedures should make life simpler and more convenient: no need to show up in person, no closing times, no waiting in line, or being sent back and forth between offices. • Trust and security: Citizens have to be able to trust electronic public authorities as much as they do the traditional ones. • Transparency: New technical advancements are only successful and accepted when all those affected by them are involved in the development process and they are carried out in a transparent fashion. • Accessibility: Public authority services must be accessible to everyone without discrimination.

25. E-government principles (continued) • Usability: The range of electronic services offered must be organized in an easily comprehensible, clear and straightforward manner. • Data security: Data protection is a right that is highly prized in society. Citizens place much value on the protection of their privacy. • Cooperation: e-government functions best when all levels of government work seamlessly together, from the smallest local authority up to federal minis • Sustainability: e-government has a modular structure which allows new components to be integrated immediately into the system to keep up with the latest technology. tries. • Interoperability: Diverse types of systems need to be able to communicate with each another. • Technological neutrality: The speed with which systems, solutions and devices are developed in the information and communication branch is faster than in any other area.

26. Characteristics of e-government • Use information communication infrastructure • Efficiency • Transparency • Customer-orientation • Responsiveness • Participation • Knowledge-based government

27. E-Government -Sectoral Focus • e-Health, • e-Education, • e-Municipal works and Local Government • e-Personnel citizens

28. Four dimensions of e-government • E-services - the electronic delivery of government information, programs, and services often (but not exclusively) over the Internet • E-management - the use of information technology to improve the management of government, from streamlining business processes to improving the flow of information within government offices • E-democracy - the use of electronic communication vehicles, such as e-mail and the Internet, to increase citizen participation in the public decision-making process • E-commerce - the exchange of money for goods and services over the Internet such as citizens paying taxes and utility bills, renewing vehicle registrations, and paying for recreation programs, or government buying office supplies and auctioning surplus equipment

29. The Four Stages of E-Government • Presence (Content) • Interaction • Transaction • Transformation – relationship between government and citizens will change fundamentally in positive ways, producing more citizen-centric and responsive government and increasing citizen trust in government dramatically

30. THEME 3 government e-services: Types and features

31. Electronic interactions in communities

32. Delivery models of e-government services • Government-to-government (G2G): • This represents the backbone of e-government. It involves sharing data and conducting electronic exchanges between governmental departments, rather than being focused on the specific agency or agencies responsible for administering programs and policies. • Government-to-business (G2B): • It includes both the sale of surplus government goods to the public, as well as the procurement of goods and services. It aims to more effectively work with the private sector because of the high enthusiasm of this private sector and the potential for reducing costs through improved procurement practices and increased competition. • Government-to-citizen (G2C) : • This provides opportunities for greater citizen access to, and interaction with the government. This is what some observers perceive to be the primary goal of e-government.

33. E-government's interactions

34. Interaction levels in e-government • Information: Making information available online, for example, on the Website of a public authority • Communication: The ability to interactively access and exchange information. • Transactions: Carrying out services, including signing application forms and delivering official documents and notifications electronically

35. Features of types of e-government

36. G2C Use the web for accessing services such as benefits, loans, recreational sites, and/or educational material, etc. Key lines of business: social services, recreation and natural resources, grants and loans, taxes, etc. • G2B Reduce burden on business by adopting process that enable collecting data once for multiple uses, and streaming redundant data. Key lines of business: regulation, economic development, trade, permits/licenses, grants/loans, asset management, etc.

37. G2G􀁹Share and integrate all the data and documents at all different levels of governments such as federal, state, and local􀁹Key lines of business: economic development, recreation and natural resources, public safety, law enforcement, disaster response management, grants/loans, etc.􀁼Internal effectiveness and efficiency􀁹Adopt commercial best practices in government operation, reduce costs while increase outputs, etc.􀁹Key lines of business: supply chain management in government operations, human resource management, financial optimization, etc.

38. Types of E-Government (with examples)

39. BARRIERS AND OBSTACLES􀁼Stakeholder resistance􀁹Resistance from those who are benefitted most before e-government is introduced􀁹How to mitigate: mobilize the high level of political commitment, persuade congressional leadership, use incentives, invite competition among agencies by linking the performance evaluation and incentives, etc.􀁼Lack of trust􀁹People do not trust the authenticity of electronically transferred data and documents􀁹How to mitigate: incorporate every possible security and safety measures in all business lines􀁼Insufficient resources􀁹Too much works(systems, manpower, etc.) is necessary to provide appropriate services through e-government􀁹How to mitigate: efficient use of resources, give priorities to individual programs/projects, select and concentration strategies to the programs with the biggest impacts and utilities 􀁼Lack of ITA(IT architecture)􀁹Each agency adopts unique system and/or SW that does not match with each other􀁹How to mitigate: standardization, introduce common systems from the central government, etc.

40. Five stages􀁹emerging →enhanced →interactive →transactional →seamless􀁹Online information provision →basic infra →service provision →transactions →integrated services􀁹Websites →unilateral information provision →interactive information provision →online services managed →integrated online services available

41. A new model for e-government reflecting balanced development of all aspects􀁹Three aspects to be considered􀁼E-democracy: Open information →e-community →online participation →e-Governance 􀁼Services: Providing information →online services →one-stop portal →zero-stop CRM􀁼Productivity: DB →online process →back-office reengineering →organizational transformation

42. Key elements of e-government development strategies􀁹Strong leadership: top-level leadership commitment and those at the organizational levels 􀁹Develop and reconfigure current work flow􀁹Progressively implement tasks according to priority􀁹Evaluate system usability, economic benefits, and aftermath effects, and implement further development plans as required􀁹Reengineer the current off-line based operating procedures in all government activities to fit the online environment􀁹Construct an integrated information resources environment􀁹Seek out and apply good examples􀁹Make a continuous effort to get rid of digital divides􀁼Best strategies􀁹No uniform answer􀁹E-government is not a simple application of IT upon the existing government􀁹Building e-government is just another beginning

43. KISS (www.immigration.go.kr) • 􀁹Korea Immigration Smart Service • 􀁹Received Public Service Award from the UN, 2007 • 􀁹Average waiting time decreased 60% • 􀁼Inbound • 􀁼Before: 20 minutes for Koreans, 43 minutes for foreigners • 􀁼After: 8 minutes for Koreans, 17 minutes for foreigners • 􀁼Outbound • 􀁼Before: 17 minutes • 􀁼After: 7 minutes • 􀁼Home Tax Service (www.hometax.go.kr) • 􀁹Non-stop service for taxation • 􀁼e-filing, e-Notification, e-Payment, and e-Issuance of certificates • 􀁹Reduce costs • 􀁼Direct cost, 460 billion won annually • 􀁼Efficient and transparent tax administration contribute to reduce related administrative costs

44. UNI-PASS (www.customs.go.kr) • 􀁹Customs clearance service, anytime, anywhere • 􀁹Provide the fastest service among 171 member countries in WCO (World Customs Organization) • 􀁹Performance • 􀁼Import: from 2 or more days to 1.5 hours • 􀁼Export: from 1 or more days to 1.5 hours • 􀁼Customs refund: from 2 or more days to 5.2 hours • 􀁼Customs payment: from 4 or more days to 10 minutes

45. KIPOnet (www.kipo.go.kr) • 􀁹Ubiquitous IPR management system • 􀁹24/7 service available • 􀁼Online application, inquiry • 􀁼Show the application processes and issue notice online • 􀁼Online issuance of various certificates • 􀁹First introduce home-working among government • 􀁼KONEPS (www.g2b.go.kr) • 􀁹E-commerce of government procurement • 􀁹36,000 agencies, 170,000 firms use KONEPS • 􀁹180,000 visit everyday • 􀁹44,000 trillion won in 2006 • 􀁼27,000 trillion contracted in e-commerce • 􀁹UN/CEFACT standard (March 20050, Global IT Excellence Award (May 2006), e-Asia Award (Aug. 2007)

46. DART (www.fsc.go.kr) • 􀁹Data analysis, retrieval and transfer system • 􀁹Fast and convenient access to huge business and finance databases using IT • 􀁹305 million inquiries in 2006 • 􀁼POSTNET (www.koreapost.go.kr) • 􀁹Web-based post service system • 􀁹Allow integrated services of all post office related services including internet shopping, using PDA, GIS/GPS and so on • 􀁹400,000 visitors everyday • 􀁹Exported to 15 countries including UK, US, Taiwan, and India

47. G4C (www.egov.go.kr) • A web-based government portal for citizens􀁹Allow multichannel access to government services􀁹Fast and convenient services􀁼Introduce how inquires are managed (5,100 kinds)􀁼Review public document online (25 kinds)􀁼Issue public certificate online (32 kinds)􀁼Various applications (about 720 kinds􀁼 • Metropolitan Government of the City of Seoul􀁹E-Government portal: bus lines, map service, OPEN system, hi-Seoul news, citizen internet classroom, users’guide and reservation services, land information service, micro-dust information, online tax system, etc.􀁼 • Lower level local government: cases of Kangnam-gu Office􀁹Internet broadcasting􀁼Lecture for university entrance examination, additional lecture services for K-12 students, area news, etc.􀁹CCTV system in preventing urban crimes􀁹Online Kindergarten watch system: parents can see how their kidsare doing through internet21Sung

48. Achieve one of the best e-government in the world • 􀁹5thin e-government readiness index • 􀁹1stin e-government evaluation by Brown Univ. • 􀁹Best e-government award to Seoul Metropolitan government, etc. • 􀁹Effective market opportunities for IT industries • 􀁼But troubles as well • 􀁹Under utilization of G4C system: privacy protection, alternative ways available, etc. • 􀁹Political struggle among stakeholders: NEIS • 􀁹Difficult coordination and cooperation among related organizations: e-voting, e-signature, etc. • 􀁹Network securities, weak trust, etc. • 􀁼Systems that could be most beneficial to African countries • 􀁹E-procurement system: KONEPS • 􀁹Custom clearance system: UNI-PASS • 􀁹Online tax system: HTS

49. E-government architecture model Agency-6 Agency-1 E-Govt. Hub Agency-3 Agency-2 Agency-5 Agency-4 Information Agency-6