e-governance for and in public administration: what government we want to support? public...

E-Governance E-Governance forfor and and inin Public Administration:Public Administration:

What Government What Government We Want to Support?We Want to Support?

Public Administration and Anti-Corruption Sub-PracticePublic Administration and Anti-Corruption Sub-PracticeBratislava, 25-26 May 2005Bratislava, 25-26 May 2005

Yuri Misnikov, ICTD Regional AdvisorYuri Misnikov, ICTD Regional Advisor

ContentsContents

1. What is e-Government2. What is e-Government Strategy3. Experience of EU Accession

Countries4. Road Map for e-Government 5. E-Governance Regional Projects

1. What is e-Government2. What is e-Government Strategy3. Experience of EU Accession

Countries4. Road Map for e-Government 5. E-Governance Regional Projects

Evolution of e-Government—Phase One (prepared for UNDP by Prof. Joe McDonagh, Trinity College, Dublin University)Evolution of e-Government—Phase One (prepared for UNDP by Prof. Joe McDonagh, Trinity College, Dublin University)

• Introduced to the US Government by the Introduced to the US Government by the National Science Foundation in 1997National Science Foundation in 1997

• Late 1990s focused on Late 1990s focused on sketching out asketching out a rolerole for digital technologies in for digital technologies in Government exploiting ICT in the Government exploiting ICT in the provision of public services and was provision of public services and was initially clearly identified with the initially clearly identified with the development of appropriate Government development of appropriate Government information websites. eEurope 2002 information websites. eEurope 2002 Action Plan offers a good example of the Action Plan offers a good example of the first phase. first phase.

• Introduced to the US Government by the Introduced to the US Government by the National Science Foundation in 1997National Science Foundation in 1997

• Late 1990s focused on Late 1990s focused on sketching out asketching out a rolerole for digital technologies in for digital technologies in Government exploiting ICT in the Government exploiting ICT in the provision of public services and was provision of public services and was initially clearly identified with the initially clearly identified with the development of appropriate Government development of appropriate Government information websites. eEurope 2002 information websites. eEurope 2002 Action Plan offers a good example of the Action Plan offers a good example of the first phase. first phase.

1. What is 1. What is e-Governmente-Government

Evolution of e-Government—Phase Two (prepared for UNDP by Prof. Joe McDonagh, Trinity College, Dublin University)

Evolution of e-Government—Phase Two (prepared for UNDP by Prof. Joe McDonagh, Trinity College, Dublin University)

• Second phase was marked by Second phase was marked by embracing a embracing a performance cultureperformance culture which tried to set which tried to set strategies and targets for whole nations. In strategies and targets for whole nations. In effect, countries tried for the first time to actively effect, countries tried for the first time to actively promote the use of the Internet in Government promote the use of the Internet in Government business. E-Government became an international business. E-Government became an international benchmark as well as a political priority. benchmark as well as a political priority.

• This phase was clearly dominated by a culture of This phase was clearly dominated by a culture of assessment and performance indicators as assessment and performance indicators as currently exemplified in eEurope Action Plan currently exemplified in eEurope Action Plan 2005. In support of eEurope 2005, the 2005. In support of eEurope 2005, the Commission of the European Communities Commission of the European Communities developed a set of e-Government benchmarking developed a set of e-Government benchmarking indicators. indicators.

• Second phase was marked by Second phase was marked by embracing a embracing a performance cultureperformance culture which tried to set which tried to set strategies and targets for whole nations. In strategies and targets for whole nations. In effect, countries tried for the first time to actively effect, countries tried for the first time to actively promote the use of the Internet in Government promote the use of the Internet in Government business. E-Government became an international business. E-Government became an international benchmark as well as a political priority. benchmark as well as a political priority.

• This phase was clearly dominated by a culture of This phase was clearly dominated by a culture of assessment and performance indicators as assessment and performance indicators as currently exemplified in eEurope Action Plan currently exemplified in eEurope Action Plan 2005. In support of eEurope 2005, the 2005. In support of eEurope 2005, the Commission of the European Communities Commission of the European Communities developed a set of e-Government benchmarking developed a set of e-Government benchmarking indicators. indicators.


Evolution of e-Government—Phase Three (prepared for UNDP by Prof. Joe McDonagh, Trinity College, Dublin University)

Evolution of e-Government—Phase Three (prepared for UNDP by Prof. Joe McDonagh, Trinity College, Dublin University)

• Third phase focuses on Third phase focuses on building building institutional capacity for changeinstitutional capacity for change and views e-Government as part of the and views e-Government as part of the broader stream of public service broader stream of public service modernization. modernization.

• The strategic intention in this phase is The strategic intention in this phase is to capture the full impact of ICT in to capture the full impact of ICT in public service modernization through public service modernization through the effective management of the effective management of technological and organizational technological and organizational change.change.

• Third phase focuses on Third phase focuses on building building institutional capacity for changeinstitutional capacity for change and views e-Government as part of the and views e-Government as part of the broader stream of public service broader stream of public service modernization. modernization.

• The strategic intention in this phase is The strategic intention in this phase is to capture the full impact of ICT in to capture the full impact of ICT in public service modernization through public service modernization through the effective management of the effective management of technological and organizational technological and organizational change.change.


What is e-Government Performance? (source: Accenture e-Government report 2004)

What is e-Government Performance? (source: Accenture e-Government report 2004)

• Maximum Added ValueMaximum Added Value• EffectivenessEffectiveness• Service DeliveryService Delivery• Citizen’s FocusCitizen’s Focus• Business’ FocusBusiness’ Focus

• Maximum Added ValueMaximum Added Value• EffectivenessEffectiveness• Service DeliveryService Delivery• Citizen’s FocusCitizen’s Focus• Business’ FocusBusiness’ Focus


How to Assess the Value of e-Government?(source: Accenture. eGovernment Leadership: High Performance, Maximum Value Report.1994 www.accenture.com)

How to Assess the Value of e-Government?(source: Accenture. eGovernment Leadership: High Performance, Maximum Value Report.1994 www.accenture.com)

• By measuring internal By measuring internal effectiveness and efficiencyeffectiveness and efficiency

• By measuring client orientationBy measuring client orientation• By measuring Service Maturity=By measuring Service Maturity=

– Level of Breadth (availability online) Level of Breadth (availability online) + +

– Level of Completeness (maturity Level of Completeness (maturity depth)depth)

• By measuring internal By measuring internal effectiveness and efficiencyeffectiveness and efficiency

• By measuring client orientationBy measuring client orientation• By measuring Service Maturity=By measuring Service Maturity=

– Level of Breadth (availability online) Level of Breadth (availability online) + +

– Level of Completeness (maturity Level of Completeness (maturity depth)depth)


http://www.accenture.com/


e-Government Strategy—Integrating Technology into Governance (source: Prof. Joe McDonagh, Trinity College, Dublin University)

e-Government Strategy—Integrating Technology into Governance (source: Prof. Joe McDonagh, Trinity College, Dublin University)

Wherearewe

now?

How will we integrate technological & organisational change?

Wheredo we want to go?

2. What is 2. What is e-Government e-Government

StrategyStrategy

Initial Start Phase: Moving Away from Function-based Organization (source: ICT for Democratic Governance, Kyrgyzstan. 2004; Final Report., prepared by inDevelop, Sweden for UNDP Kyrgyzstan)

Initial Start Phase: Moving Away from Function-based Organization (source: ICT for Democratic Governance, Kyrgyzstan. 2004; Final Report., prepared by inDevelop, Sweden for UNDP Kyrgyzstan)

Unit 2 / Function 2

Unit 3/ Function 3

Unit 4 / Function 4

Unit 1 / Function 1


StrategyStrategy

Which Way to Go—Transition Phase: Defining Core Processes (source: ICT for Democratic Governance, Kyrgyzstan. 2004; Final Report., prepared by inDevelop, Sweden for UNDP Kyrgyzstan)

Which Way to Go—Transition Phase: Defining Core Processes (source: ICT for Democratic Governance, Kyrgyzstan. 2004; Final Report., prepared by inDevelop, Sweden for UNDP Kyrgyzstan)

Unit 1 / Function 1

Unit 2 / Function 2

Unit 3 / Function 3

Unit 4 / Function 4


StrategyStrategy

Desired Result—Final Phase: Process & Communication-based Organization (source: ICT for Democratic Governance, Kyrgyzstan. 2004; Final Report., prepared by inDevelop, Sweden for UNDP Kyrgyzstan)

Desired Result—Final Phase: Process & Communication-based Organization (source: ICT for Democratic Governance, Kyrgyzstan. 2004; Final Report., prepared by inDevelop, Sweden for UNDP Kyrgyzstan)

Unit 2 / Function 2

Unit 3/ Function 3

Unit 4 / Function 4

Unit 1 / Function 1

Core Process 1Core Process 1




StrategyStrategy

Levels of Well-Performing e-Government? (source: Accenture. eGovernment Leadership: High Performance, Maximum Value Report.1994 www.accenture.com)

Levels of Well-Performing e-Government? (source: Accenture. eGovernment Leadership: High Performance, Maximum Value Report.1994 www.accenture.com)

1.1. Two-way full transactionsTwo-way full transactions

2.2. Pro-active interaction and Pro-active interaction and communicationcommunication

3.3. One-way passive publishing of One-way passive publishing of informationinformation

1.1. Two-way full transactionsTwo-way full transactions

2.2. Pro-active interaction and Pro-active interaction and communicationcommunication

3.3. One-way passive publishing of One-way passive publishing of informationinformation


StrategyStrategy



What is High-Performance Government and How to Move to It? (source: Accenture. eGovernment Leadership: High Performance, Maximum Value Report.1994 www.accenture.com)

What is High-Performance Government and How to Move to It? (source: Accenture. eGovernment Leadership: High Performance, Maximum Value Report.1994 www.accenture.com)

• WHAT:WHAT:– More ValueMore Value– Less CostLess Cost– Self-AccountabilitySelf-Accountability

• HOW:HOW:– Discard old business models Discard old business models – Adapt newest technologyAdapt newest technology– Transform ServicesTransform Services

• WHAT:WHAT:– More ValueMore Value– Less CostLess Cost– Self-AccountabilitySelf-Accountability

• HOW:HOW:– Discard old business models Discard old business models – Adapt newest technologyAdapt newest technology– Transform ServicesTransform Services


StrategyStrategy



How New EU Member States use ICTs?Facts & Statistics (source: Final eEurope+ Progress Report; prepared for the European Ministerial Conference, February 2004, Budapest www.europa.int)


• 80% use Internet for simple 80% use Internet for simple information searchinformation search

• 75% -- for communication purposes75% -- for communication purposes• 40% -- for downloading 40% -- for downloading

games/music 32% -- for visiting chat games/music 32% -- for visiting chat rooms and discussion forumsrooms and discussion forums

• 23% -- for obtaining banking 23% -- for obtaining banking services,services,

• 3% for financial services3% for financial services

• 80% use Internet for simple 80% use Internet for simple information searchinformation search

• 75% -- for communication purposes75% -- for communication purposes• 40% -- for downloading 40% -- for downloading

games/music 32% -- for visiting chat games/music 32% -- for visiting chat rooms and discussion forumsrooms and discussion forums

• 23% -- for obtaining banking 23% -- for obtaining banking services,services,

• 3% for financial services3% for financial services

3. Experience of 3. Experience of EU Accession EU Accession

CountriesCountries

http://www.europa.int/


How New EU Member States use ICTs? Facts & Statistics (source: Final eEurope+ Progress Report; prepared for the European Ministerial Conference, February 2004, Budapest www.europa.int)

How New EU Member States use ICTs? Facts & Statistics (source: Final eEurope+ Progress Report; prepared for the European Ministerial Conference, February 2004, Budapest www.europa.int)

• e-Bankinge-Banking– as low as 5-10%as low as 5-10%– Estonia -- 95% of bank transactions are Estonia -- 95% of bank transactions are

conducted via electronic channelsconducted via electronic channels• Looking for goods and servicesLooking for goods and services

– healthy 51%healthy 51%– BUT actual online purchasing 12% and lessBUT actual online purchasing 12% and less

• e-Businesse-Business– 70% of companies with Internet connection70% of companies with Internet connection– BUT only 39% were present on the WebBUT only 39% were present on the Web– BUT less than one-tenth received orders BUT less than one-tenth received orders

onlineonline

• e-Bankinge-Banking– as low as 5-10%as low as 5-10%– Estonia -- 95% of bank transactions are Estonia -- 95% of bank transactions are

conducted via electronic channelsconducted via electronic channels• Looking for goods and servicesLooking for goods and services

– healthy 51%healthy 51%– BUT actual online purchasing 12% and lessBUT actual online purchasing 12% and less

• e-Businesse-Business– 70% of companies with Internet connection70% of companies with Internet connection– BUT only 39% were present on the WebBUT only 39% were present on the Web– BUT less than one-tenth received orders BUT less than one-tenth received orders

onlineonline


CountriesCountries





• e-Services to citizense-Services to citizens– Grew rapidly from 1% to 20% of fully Grew rapidly from 1% to 20% of fully

transactional onlinetransactional online– 17% interacted online with public 17% interacted online with public

authorities to obtain, e.g., official formsauthorities to obtain, e.g., official forms– BUT only 9% returned these forms back BUT only 9% returned these forms back

to the governmentto the government– Only 16% of enterprises used the Only 16% of enterprises used the

Internet to make social contribution for Internet to make social contribution for employeesemployees

– Only 11% to handle VAT declaration and Only 11% to handle VAT declaration and notification. notification.

• e-Services to citizense-Services to citizens– Grew rapidly from 1% to 20% of fully Grew rapidly from 1% to 20% of fully

transactional onlinetransactional online– 17% interacted online with public 17% interacted online with public

authorities to obtain, e.g., official formsauthorities to obtain, e.g., official forms– BUT only 9% returned these forms back BUT only 9% returned these forms back

to the governmentto the government– Only 16% of enterprises used the Only 16% of enterprises used the

Internet to make social contribution for Internet to make social contribution for employeesemployees

– Only 11% to handle VAT declaration and Only 11% to handle VAT declaration and notification. notification.


CountriesCountries



The Way Forward—Recommendations (source: Final eEurope+ Progress Report; prepared for the European Ministerial Conference, February 2004, Budapest www.europa.int)


1)1) Use web-technology to build state-level Use web-technology to build state-level information systems to replace other information systems to replace other traditional user interface technologies to traditional user interface technologies to allow for new possibilities for the allow for new possibilities for the unification and integration of e-services.unification and integration of e-services.

2)2) Move from back-office centered Move from back-office centered developments to front office or unified developments to front office or unified user interface ones.user interface ones.

3)3) Place workplace software of information Place workplace software of information systems in central servers instead of systems in central servers instead of workplace computers to enable each workplace computers to enable each Internet computer to serve as a terminal Internet computer to serve as a terminal for many information systems. for many information systems.

1)1) Use web-technology to build state-level Use web-technology to build state-level information systems to replace other information systems to replace other traditional user interface technologies to traditional user interface technologies to allow for new possibilities for the allow for new possibilities for the unification and integration of e-services.unification and integration of e-services.

2)2) Move from back-office centered Move from back-office centered developments to front office or unified developments to front office or unified user interface ones.user interface ones.

3)3) Place workplace software of information Place workplace software of information systems in central servers instead of systems in central servers instead of workplace computers to enable each workplace computers to enable each Internet computer to serve as a terminal Internet computer to serve as a terminal for many information systems. for many information systems.

4. Road Map for 4. Road Map for e-Governmente-Government





4)4) Move away from in the development of Move away from in the development of databases of data collection to servicesdatabases of data collection to services

5)5) Move away from institution-based approach Move away from institution-based approach to inter-institutional one.to inter-institutional one.

6)6) Move away from infrastructure development Move away from infrastructure development to that of information systemsto that of information systems

7)7) Operationalize Public Key Infrastructure (PKI) Operationalize Public Key Infrastructure (PKI) in synergy with ID cards for new in synergy with ID cards for new opportunities for unified identification of opportunities for unified identification of users of e-services and for the use of digital users of e-services and for the use of digital signatures. signatures.

4)4) Move away from in the development of Move away from in the development of databases of data collection to servicesdatabases of data collection to services

5)5) Move away from institution-based approach Move away from institution-based approach to inter-institutional one.to inter-institutional one.

6)6) Move away from infrastructure development Move away from infrastructure development to that of information systemsto that of information systems

7)7) Operationalize Public Key Infrastructure (PKI) Operationalize Public Key Infrastructure (PKI) in synergy with ID cards for new in synergy with ID cards for new opportunities for unified identification of opportunities for unified identification of users of e-services and for the use of digital users of e-services and for the use of digital signatures. signatures.






8)8) Stimulate the deployment of interactive Stimulate the deployment of interactive media-rich content to drive the broadband media-rich content to drive the broadband access to the Internetaccess to the Internet

9)9) Ensure access to public sector information Ensure access to public sector information for a faster adoption of new ways of for a faster adoption of new ways of communication with the statecommunication with the state

10)10) Invest more by regional and local Invest more by regional and local governments in Public Internet Access Points governments in Public Internet Access Points (PIAP), especially school-based to bring ICTs (PIAP), especially school-based to bring ICTs closer to people closer to people

11)11) Involve sufficiently large user population that Involve sufficiently large user population that will motivate the business sector to invest in will motivate the business sector to invest in the provision of ICT-enabled servicesthe provision of ICT-enabled services

8)8) Stimulate the deployment of interactive Stimulate the deployment of interactive media-rich content to drive the broadband media-rich content to drive the broadband access to the Internetaccess to the Internet

9)9) Ensure access to public sector information Ensure access to public sector information for a faster adoption of new ways of for a faster adoption of new ways of communication with the statecommunication with the state

10)10) Invest more by regional and local Invest more by regional and local governments in Public Internet Access Points governments in Public Internet Access Points (PIAP), especially school-based to bring ICTs (PIAP), especially school-based to bring ICTs closer to people closer to people

11)11) Involve sufficiently large user population that Involve sufficiently large user population that will motivate the business sector to invest in will motivate the business sector to invest in the provision of ICT-enabled servicesthe provision of ICT-enabled services






12)12)Continue implementation of e-government Continue implementation of e-government initiatives beyond simple provision of initiatives beyond simple provision of information and towards fully transactional information and towards fully transactional services focused on the needs of citizens and services focused on the needs of citizens and businessesbusinesses

13)13)Support innovative public-private Support innovative public-private partnerships to promote investment in and partnerships to promote investment in and use of ICTs in small and medium enterprises. use of ICTs in small and medium enterprises.

14)14)Make available a rich and highly developed Make available a rich and highly developed set of services that will motivate adoption by set of services that will motivate adoption by the publicthe public

12)12)Continue implementation of e-government Continue implementation of e-government initiatives beyond simple provision of initiatives beyond simple provision of information and towards fully transactional information and towards fully transactional services focused on the needs of citizens and services focused on the needs of citizens and businessesbusinesses

13)13)Support innovative public-private Support innovative public-private partnerships to promote investment in and partnerships to promote investment in and use of ICTs in small and medium enterprises. use of ICTs in small and medium enterprises.

14)14)Make available a rich and highly developed Make available a rich and highly developed set of services that will motivate adoption by set of services that will motivate adoption by the publicthe public




Key ConclusionsKey Conclusions

1.1. No public administration reform these can be No public administration reform these can be started these days without integrating ICT/e-started these days without integrating ICT/e-government benefits from the very outset government benefits from the very outset

2.2. ICTs cannot be attached afterwards which ICTs cannot be attached afterwards which will mean automation of bad practiceswill mean automation of bad practices

3.3. People are not interested how the People are not interested how the government works internally—they are government works internally—they are interested how its services them externally interested how its services them externally

4.4. It is never late to start but always better to It is never late to start but always better to start earlier than laterstart earlier than later

5.5. It is not about whether to deploy e-It is not about whether to deploy e-government but about to do in an government but about to do in an accelerated manneraccelerated manner

6.6. Increasing values for clients and decreasing Increasing values for clients and decreasing costs are critical for successcosts are critical for success

1.1. No public administration reform these can be No public administration reform these can be started these days without integrating ICT/e-started these days without integrating ICT/e-government benefits from the very outset government benefits from the very outset

2.2. ICTs cannot be attached afterwards which ICTs cannot be attached afterwards which will mean automation of bad practiceswill mean automation of bad practices

3.3. People are not interested how the People are not interested how the government works internally—they are government works internally—they are interested how its services them externally interested how its services them externally

4.4. It is never late to start but always better to It is never late to start but always better to start earlier than laterstart earlier than later

5.5. It is not about whether to deploy e-It is not about whether to deploy e-government but about to do in an government but about to do in an accelerated manneraccelerated manner

6.6. Increasing values for clients and decreasing Increasing values for clients and decreasing costs are critical for successcosts are critical for success


E-Governance—Core Regional FocusE-Governance—Core Regional Focus

Corporate Service Line 2.5e-Governance and

Access to InformationCitizens’ participation, especially ofCitizens’ participation, especially of

vulnerable groups, in policy dialogue vulnerable groups, in policy dialogue increased through enhanced increased through enhanced

access to informationaccess to information

Transparency and accountability of Transparency and accountability of government functions togovernment functions to

civil society and development increasedcivil society and development increased

5. e-Governance 5. e-Governance Regional ProjectsRegional Projects

E-Governance—Project LevelE-Governance—Project Level


Access to Information

Project 36031 'e-Policies'

Objective: Promoting and facilitating stakeholder-oriented and ICT-based participatory and collaborative public

policies and practices

Output: New ways and areas of cooperation among major stakeholders in

information society promoted


E-Governance—Project Level E-Governance—Project Level


Access to Information

Project 36004 'e-Governance'

Objective: Promoting ICT-enabled efficiency, transparency and

responsiveness of public sector

Output: Significantly strengthened competency of public officials and their

counterparts from private sector and civil society to apply e-Governance tools


E-Policies—Activity LevelE-Policies—Activity Level

e-PPPs Activity 1: Business Partnerships

(Ongoing)(Ongoing)

E-PoliciesE-Policies

e-CommunityActivity 2: Rural Information Society

(Ongoing)

e-Participation Activity 3: Public Policy Networking

(Planned)



PPPs principles and mechanisms inInformation Society (started)

Public-Private Partnerships(Ongoing)(Ongoing)

Generation of new knowledge and transfer of Best Practices (started)

Business Partnerships and alliances to advance access to information,

communication rights and support entrepreneurships (planned)



Guiding materials to advance access to ICTs in rural areas (started, transfer of

Hungarian experience)

E-Community(Ongoing)(Ongoing)

Competency and skill development via training/ e-learning in e-Community in

Hungary for community and ICTD development Practitioners (started)

Business partnerships and alliances to advance access to ICTs, including for

SMME (planned)




Guiding materials to advance virtual Activities for participation in public policy

(planned, transfer of Latvian and Estonian experience)

E-Participation(Planned)(Planned)

Competency and skill development via training and e-learning (planned)



E-Governance—Activity LevelE-Governance—Activity Level

eGAActivity 1: e-Governance Academy

(Ongoing)(Ongoing)

E-GovernanceE-Governance

e-Competency Activity 2: e-Governance Teaching

(Started)

e-TransparencyActivity 3: Access to Information

(Planned)

e-Government Activity 5: Turn-Around PA

(Planned)

FOSS Activity 4: Open Source Software

(Planned)



New training in local e-governance, access to information, e-democracy, gender

equality, corruption, PPPs, FOSS (ongoing & planned)

E-Governance Academy(Ongoing)(Ongoing)

Consultancy & Policy advice (ongoing)

Project formulation and implementation(ongoing)

Networking via listservs and annual regional e-governance summit (planned)



Handbook for PA schools and universitiesto transfer EU accession and candidate

countries (planned)

E-Governance Teaching(Planned)(Planned)

Curriculum development and e-learning (planned)

Exchange of instructors (planned)



Guiding materials and training in application of Public Information Acts

(transfer EU expertise, planned)

E-Transparency(Planned)(Planned)

Training and curriculum development (planned)

Consultancy and expert support (planned)

Law drafting, consultation, implementationstrategies (planned)




Guiding materials and training in application of open standards and platforms

Free/Open Software(Planned)(Planned)

Migration to FOSS, especially at local level (planned)

Consultancy, training, expert exchange (planned)




Guiding materials and training in integration of technology and

organizational change (planned)

E-Administration(Planned)(Planned)

ICT-enabled Business Process Analysis of public service organizations (planned)

Consultancy, training, expert exchange (planned)

Generation of new knowledge and transfer of Best Practices (planned)


Thank you! Thank you!

[email protected]@undp.org

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