Presentation Transcript

1. Series of Lectures the course MISS403: e-Government (Themes 4 and 5) Dr. MirsobitMirusmonov Assistant Professor Management Information Systems College of Commerce and Business Administration Dhofar University, Salalah, OMAN
2. THEME 4 Towards the e-government transformation: study of successful cases.
3. e-Government is an Important Element of Administrative Reform and State Modernization The most important objectives for effective administration Possible support through e-government Greater citizen satisfaction Facilitates processing of contacts with the government administration Better service for companies Promotes economic development via the Internet, reduces wait timeat government offices, etc. More attractive to companies Better service encourages the public to use government services Greater efficiency in government administration Faster processing through electronic support Greater economic efficiency in government administration Cost savings through, for example, e-procurement Source: Bertelsmann-Foundation, Roland Berger
4. e-Government means more than offering services on-line; it means, above all, modernizing the public administration It is not merely a question of putting existing procedures on the Internet …it means reforming them Partial Modernization Complete Modernization Offering on-line services to the public Rather than redesigning outmoded internal processes Offering on-line services to the public Operating and working in settings characterized by collaboration, and eliminating communication breakdowns Limited cost savings No improvements in internal efficiency Partial understanding of e-government New technologies are not used to their full potential Total cost savings Greater efficiency in processes Full understanding of e-government‘s potential Full use of the potential of new technologies Source: Roland Berger
5. Factors that Raise Costs Factors that Promote Savings Designing and developing an e-strategy Application development Investment in software and hardware Personnel training Public relations e-Processing is more economical. Savings will increase as the number of users rises and as e-services are embraced by the public. Investment in new services declines due to effects of scale and prior learning. Despite the necessary initial investment, e-government allows for substantial cost savings Savings Time Costs
6. e-Government Levels of e-Government G2C G2B G2E G2G Trust, Privacy, and Security ICT Infrastructure
7. Phases of the Implementation Process Presence. In this phase, basic information on the service is provided to the public. Interaction. Basic communication is established with the public and basic search tools are introduced. Transaction. Includes transactions conducted for the provision of government services, which become an alternative to going to government offices in person. Transformation. Refers to changes in the way services are provided, such that services that are part of an agency’s critical mission are provided electronically and applications that manage the provision of services to citizens are introduced.
8. Emerging Web Presence Formal presence, althoughlimited in scope A single or a fewindependentgovernmentwebsites Informationupdatedinfrequently Contactinformationavailable Specialfeatures, such as FAQs, can befound
9. Enhanced Web Presence Begins to expand through several government websites Dynamic and specialized information that is updated regularly An official government website serves as a gateway Allows downloading of publications, laws, and official government letters
10. Interactive Web Presence Dramatic expansion in Internet presence Access to a broad range of institutions and government services A government website acts as a nationwide portal A higher degree of sophistication in interactions between the public and services suppliers Searches in specialized databases; downloading and returning of forms and applications online; possibility of scheduling meetings with representatives Emergence of secure sites and user passwords
11. Web Presence for Transactions Secure, complete online transactions: visas, passports, licenses, authorizations, etc. A one-stop government website allows users to access a straightforward and simple shopping portal with access to government services Services based on users’ specific needs or priorities, beyond the functions of a department or agency Opportunity for citizens to pay taxes, vehicle registrations, etc., online Recognition of digital signatures
12. Fully Integrated Web Presence The government provides all services through a universal, direct shopping portal Users can tailor portals to their specific needs Instant access to any service through a single package Services grouped around common needs All transactional services offered by the government available online.
13. Requirements for an e-Government Project e-Government means putting an information system for citizens online. An information system as an essential requirement. The information must be useful, so as to avoid user frustration. The information system must involve the entire organization, not only certain departments. Making information available to the public (and making it easy for the public to correct that information) is the best way to gradually improve it.
14. Requirements for an e-Government Project Priorities should be defined and political support should be obtained The network infrastructure must be built and kept secure (PKI, SmartCards, etc.) Internet access for employees of the corporations, schools, as well as the general public needs, to be promoted.
15. Requirements for an e-Government Project Making e-mail accounts available to everyone: It should be possible to contact all officials by e-mail This should be the main means of communication among a government agency's employees A general directory should be maintained
16. Requirements for an e-Government Project The information made available by a government agency must be easy to access: It should be easier to access information electronically than by traditional means Printing costs should decline
17. Requirements for an e-Government Project Automating procedures: Administrative processes can be initiated, consulted, and carried out through the new access systems. Greater transparency in the process. Indicate formalities and procedures on which information will be given on the Internet.
18. Requirements for an e-Government Project Catalyzing services for the "virtual community": Job bank Advisory services for companies Advertising for local SMEs Real-estate (housing) exchange Application and webpage hosting … Clearinghouse for training courses
19. Where to Begin? The authors point to three crucial elements for developing e-government: An organizational and institutional structure. Launching projects and generating a multiplier effect. Development of a more comprehensive analysis of an e-government strategy and an action plan.
20. Basic Architecture The architecture required for an e-government system has the following components: Portal: An integrated website that acts as a gateway for a broad range of services for citizens and business users. Access devices: Electronic services could be accessed by telephone, PC, PDA, etc.
21. The architecture required for an e-government system has the following components: Government intranet: Should be linked to the various departments in a government agency and integrate internal databases. Government extranet: Connects the government agency with the public, companies, and other users, such as universities, libraries, etc.
22. Challenges to Overcome Depending on a country's economic, social, and technological reality, before an e-government program can progress, it must overcome a series of challenges, such as: Low Internet penetration. Infrastructure restrictions. Concerns regarding privacy and security. Limited number of qualified IT specialists. Digital divide. (an economic inequality between groups in terms of access to, use of, or knowledge of ICT)
23. Challenges to Overcome Depending on a country's economic, social, and technological reality, before an e-government program can progress, it must overcome a series of challenges, such as: Lackluster efforts to modernize the state. The absence of a suitable legal foundation. Limited dissemination of information on the nature, types, and benefits of e-government.
24. Objectives of e-Government Programs Based on experience in other countries, experts stress the following objectives: Improving the quality of government services, reducing processing time, and encouraging interaction. Increasing government transparency by making it easier to access government information. Enhancing the state's response capacity and expanding its coverage by allowing it to provide more information and reach localities where it does not yet have a presence.
25. How to Establish an e-Government Program Centralized implementation model: Decisions are made by top officials in the executive branch. For example, an e-government ministerial board can be formed. A master plan is drawn up, and government agencies are instructed to develop their own applications in line with it. Technological standards are determined by a supervisory body.
26. How to Establish an e-Government Program Decentralized model implementation: Each government agency develops its own plans, based on its own priorities or criteria. The variety of topics may be broader and may come from internal or external workgroups. Each agency determines the contents of its applications and how they will be used, although one government agency will define cross-agency standards. Innovations are gestated from within the agencies themselves.
27. Example of e-Government Applications Portal for Online Transactions: Problems being targeted: Need to go to several different government pages to carry out online transactions. Both portals and individual pages offer little interaction with users. Hence, citizens continue to carry out transactions at government offices. Objective: To offer a one-stop portal where citizens can access information and carry out transactions with respect to government services.
28. Example of e-Government Applications Electronic Access: Problems being targeted: Only a small percentage of the population has Internet access; this presents a major obstacle for implementing an e-government model intended to reach most the population Objective: To increase the number of access points, by setting up either community telecenters with Internet access or kiosks/terminals in government offices.
29. Example of e-Government Applications Government Intranet: Problems being targeted: The lack of electronic communication between government agencies delays processes and raises the cost of communication and management. Moreover, although many state agencies use technological tools, principally e-mail and webpages, further efforts need to be undertaken for these technologies to provide support for internal administration, for certain definitions to be standardized, and for other ITs to be used. . Objective: To introduce the use of ITs, thereby encouraging increased efficiency and efficacy in the management of public institutions.
30. Example of e-Government Applications Procurements: Problems being targeted: Procurement bidding processes have traditionally been carried out with printed material, with the state devoting budgetary resources to publishing and printing forms and biding conditions. Similarly, there is a lack of trust in the transparency of bidding processes themselves, and in the announcement of awards. Objective: To develop a model by which goods and services procurements can be handled electronically.
31. Example of e-Government Applications One-Stop Window: Problems being targeted: Some public services require the participation of more than one government agency. At present, to obtain these services, it is necessary to go in person to each agency, as they are not offered electronically. Objective: One-stop windows are intended to provide an economically viable access to government services, so as to make it more convenient and economical to carry out transactions with government agencies. These windows will be tailored to the needs of users of state services.
32. Challenges and Opportunities ofE-Government Implementation: • Infrastructure Development • Law and Public Policy • Digital Divide · E-literacy · Accessibility • Trust · Privacy · Security • Transparency • Interoperability • Records Management • Permanent Availability and Preservation • Education and Marketing • Public/Private Competition/Collaboration • Workforce Issues • Cost Structures • Benchmarking/Qualitative Methods
33. Examples of e-Services – G2C Employment Services Vehicle Registration Driver’s License Passport/Visa Agriculture Land Record Property Registration Marriage Certificates Taxes Utility Services Municipality Services School Admission Scholarships e-Learning Examination Results Pensions Insurance Health Care Death Certificate Birth Certificate Health Care
34. Examples of e-Services – G2B Approvals Permissions Returns Taxes Permits Compliance Expand Approvals Compliance Close Operate Explore Opportunities Start-up Approvals Permissions Registrations Project Profiles Infrastructure State Support
35. THEME 5 Deployment of government e-projects: seven principles

36. Principle # 1

    e-Government is about Transformation
37. Ingredients of Transformation Department Centric Approach Customer Centric Approach Process Orientation Service Orientation Output-Based Assessment Outcome-based Assessment Departmental View Integrated View
38. Issues in Transformation Degree of Transformation Change Management External motivation Following Best Practice Engaging Consultants Top Management Support Awareness & Communication

39. Principle # 2

    e-Government requires A Holistic Approach
40. Resource Management Change Management Procurement Management Program Management Technology Management Knowledge Management Process Reform Management 7 Areas of Management
41. The Four Pillars of eGov e-Government People Process Technology Resources
42. Connectivity Capital Capacity Citizen Interface Content Cyberlaw 6C Model of Implementation 6C Model
43. Internet Backend Systems + BPR Infrastructure Service Centre People Front-end Systems Right balance between Front-end & Backend Foundation Results Front-end Vs. Backend
44. Issues in adopting a holistic approach Lack of appreciation of the need for holistic approach Complexity in Project Development Time-taking 5-8% additionality in overall project costs Lack of expertise in adopting holistic approach Lack of patience

45. Principle # 3

    e-Government requires us to overcome A Number of Challenges
46. 1 PROCESS 2PEOPLE Lack of Process Models Status Quo-ism Poor Legal Frameworks Complex Procurement Lack of Political Will Official Apathy Shortage of Champions Lack of Skills in Govt 4 RESOURCES 3 TECHNOLGY Budget Constraints Disinterest of Pvt Sector Lack Project Mgt Skills Lack of Architectures Lack of Standards Poor Communication Infrastructure Hardware-approach The Challenges

47. Principle # 4

    e-Government needs A Systematic Approach through EGRM
48. Failing to Plan means… Planning to Fail !
49. What is an eGov Roadmap ? A set of comprehensive documents that provide a vision indicate a direction set a pace create a set of methodologies lay down priorities enable resource mobilization facilitate adoption of holistic approach … in implementing e-Government
50. Why should we develop EGRM? To align e-Gov efforts along the development priorities of the State To ensure systematic approach in implementation To ensure optimal utilization of scarce resources To move away from champion-led approach to an institutionalized approach in e-Gov Projects don’t happen by ACCIDENT any longer, but by design To achieve a high success rate
51. Vision Strategy Blueprint Program Ecosystem The e-Governance Roadmap…
52. Example of EGRM for a State Mining CT Group Applications G2B Single Window Works Management Env & Forest Health Service Delivery Infrastructure Core Policies Security Standards Capacity Building PPP Service Delivery Language Core Infrastructure SWAN Data Centre Gateway e-Payment Call Centre Project Management Welfare Core Applications HRMS IFMS e-Procurement GIS Workflow Portal +RTI Citizen ID AgriPortal Rural CSCs Urban CSCs Land Online EduSat EduPortal Rural Devpt e-Learning Urban Devpt

53. Principle # 5

    e-Government necessitates Change Management
54. What is Change Management? Change Management is about managing people in a changing environment so that business changes are successful and the desired business results are realized.
55. 7 guiding principles of Chg Mgt Senders & Receivers of communications must be in Sync Assess the levels of resistance & comfort Authority for change must be sufficient & continuous Value systems in the organization should support Chg Mgt Change should be of right quantum The ‘right’ answer is not enough Change is a process and not an event.
56. The ADKAR Model Awareness of Change Desire to Change Knowledge of Skills Ability to apply Knowledge Reinforcement to Sustain Change

57. Principle # 6

    e-Government necessitates Capacity Building
58. Hierarchy of Capacity Needs Policy Formulation Committing Resources Taking hard decisions Leadership & Vision Preparing Roadmaps Prioritization Frameworks, Guidelines Program Development Monitoring Progress Inter-agency Collaboration Funds Management Capacity Management Program Management Conceptualization Architecture Definition (RFP, SLA…) Project Development Bid Process Management Project Monitoring Quality Assurance Project Management

59. Principle # 7

    e-Government needs Top Level Sponsorship
60. Role of Leadership Becoming Champions of e-Government to achieve change of mindset to create an environment for innovation to provide adequate resources Removing Barriers to overcome employee resistance to achieve cross-agency coordination to create confidence in private sector to partner government Taking Hard Decisions to take the risks inherent in e-Government to achieve effective Government Process Re-engineering Articulating the needs of citizens & businesses
61. Value of Zero !! 1 Leadership & vision Resources Management HRD Infrastructure 0 0 0 0 0 ,0 ,0 0 0 Technology GPR Partnership