Process Process
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Process
Process
UNeGov.net-School-Planning-19
Strategic Planning Process
Major steps include:
1) assessing e-Governance readiness
2) elaborating the vision and expected contributions
3) formulating strategic goals
4) determining required interventions
5) setting the objectives
6) identifying priorities
7) establishing mechanisms for stakeholders involvement
8) determining monitoring and evaluation indicators
9) providing a business model
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Step 1: Readiness Assessment
1.
assessing readiness
2.
elaborating vision and expected contributions
3.
formulating strategic goals
4.
determining required interventions
5.
setting the objectives
6.
identifying priorities
7.
establishing mechanisms for stakeholders involvement
8.
determining monitoring and evaluation indicators
9.
providing a business model
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Assessing Readiness
Readiness assessment investigates the following eight areas:
1.1
political conditions
1.2
regulatory framework
1.3
organizational conditions
1.4
human and cultural conditions
1.5
financial conditions
1.6
communication environment
1.7
technology infrastructure
1.8
data and information systems
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Political Readiness
Checklist:
e-Governance requires strong commitments from political leaders, the
private sector and civil society to carry out the necessary transformations.
1) commitment to good governance
2) awareness of the leverage of e-Governance to good governance
3) leadership to manage the required change and buy-in from stakeholders
4) national identity and perception of government
5) citizen and civil society’s participation in government affairs
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Regulatory Readiness
1) Essential for secure information exchange within government and
between government, citizens, and businesses.
2) Necessary for creating economic conditions for accessible ICT
infrastructure, services and equipment.
Checklist:
1) privacy legislation
2) security standards
3) degree of liberalization of the telecommunications industry
4) positive fiscal environment for acquiring ICT equipment
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Organizational Readiness
1) e-Governance requires and causes evolutionary changes of
institutional arrangements.
2) Guiding such transformations requires appropriate management and
coordination.
Checklist:
1) administrative structures and legacies
2) public administration reform
3) civil service reform
4) central coordination unit
5) inter-governmental relations
6) change agent and management
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Human and Cultural Readiness
Checklist:
1) Positive orientation, knowledge and skills are required within the public
sector to initiate, implement and sustain e-Governance
2) Cultural aspects may cause overall resistance to change.
1) culture, traditions and languages
2) attitude to change
3) educational levels
4) culture of information and knowledge sharing
5) ICT literacy and online users
6) organizational culture in the public administration
7) managerial skill in the public sector
8) service orientation of public administration towards its clients
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Financial Readiness
1) Start-up costs of e-Governance can be high.
2) Proper resource planning and access to innovative financing
mechanisms is important and critical for e-Government sustainability.
Checklist:
1) available financial resources
2) resource allocation process
3) national income structure
4) access to alternative funding mechanisms
5) partnership with private sector
6) access to capital markets
7) mechanism for venture investment
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Communication Readiness
1) e-Governance needs to be understood and accepted by all
stakeholders to ensure that its benefits flow to the society as a whole.
2) Communication with all stakeholders is therefore essential to the
change processes inherent during the deployment of e-Government.
Checklist:
1) knowledge of all stakeholders
2) knowledge of stakeholders’ communication culture and channels to
reach them
3) existence of a communication plan
4) awareness and understanding of ICT and e-Governance
5) information and knowledge sharing
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Infrastructure Readiness
1) Poor technological infrastructure is a major bottleneck for developing
countries aiming to implement and maintain e-Government.
2) Legacy systems present significant challenges.
3) Demographic and geographic conditions affect the distribution of
economic activities and consequently the provisioning of ICT
infrastructure by both the government and the private sector.
Checklist:
1) telecommunication infrastructure
2) penetration rates of telecommunication
3) urban versus rural demographic bias
4) software and hardware
5) IT standards
infrastructure by both the government and the private sector.
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EAC Infrastructure Readiness
Countries
Online
Population
Telephone
(Fixed)
Telephone
(Mobile)
PC /100
Persons
Population
Burundi
60,000
(2006)
31,100
(2005)
153, 200
(2005)
0.200
(2005)
8,390,505
Kenya
2,770,000
293,400
6,485,000
0.700
36,913,721
[courtesy CIA Fact Book 2007 and UNDESA Global e-Government Report 2005]
(2006)
(2006)
(2006)
(2005)
Rwanda
64,000
(2006)
22,000
(2005)
290,000
(2005)
0.000
(2005)
9,907,509
Tanzania
184, 3000
(2005)
169,135
(2007)
6,720,000
(2007)
0.600
(2005)
39,384,223
Uganda
750,000
(2006)
108,100
(2006)
2,009,000
(2006)
0.400
(2005)
30,262,610
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Data and Information Readiness
Checklist:
Information systems, records and work processes must be in place to
provide the necessary data to support e-Government.
1) legacy systems
2) available and accessible data
3) data collection procedures and data/information standardization
4) data and information quality and data security
5) capacity for data analysis and information utilization
6) information policy
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Notes on Readiness Assessment
1) e-Readiness assessment serves an advisory tool which aims at:
a) raising awareness about the motivation and the prerequisites to
establish a foundation for successful e-Governance
b) identifying the weak-links in the environment for remedial action
b) identifying the weak-links in the environment for remedial action
c) informing broad sectoral e-Government strategy and action plan
d) providing a monitoring and evaluation tool
2) e-Readiness assessments should be carried out regularly using a
consistent approach and collecting identical sets of data
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Tutorial Discussion
1) Are the eight dimensions sufficient for readiness?
2) What other dimensions should be considered?
2) What other dimensions should be considered?
3) How would you design a country-wide e-readiness assessment?
4) Study the relevant UNDESA e-Government readiness survey
questionnaires and state what modifications you think are desirable for
their adoption in your organization.
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Step 2: Visioning Process
1.
assessing readiness
2.
elaborating vision and expected contributions
3.
formulating strategic goals
4.
determining required interventions
4.
determining required interventions
5.
setting objectives
6.
identifying priorities
7.
establishing mechanisms for stakeholders involvement
8.
determining monitoring and evaluation indicators
9.
providing a business model
UNeGov.net-School-Planning-34
Vision
An e-Governance vision is a medium or long term statement concerning
broad goals which provides a roadmap and general guidance for
institutional change.
1) must be clear, intuitive and simple
2) states what will be done and what will not be done
3) can be central or public agency specific
4) considers needs and opportunities
5) must be aligned with national development strategy
6) involves consensus building by stakeholders
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Example – Vision Statements
Western Australian
Government
A more efficient public sector that delivers integrated
services and improved opportunities for community
participation.
Government of Andhra
Pradesh
Andhra Pradesh will leverage Information Technology to
attain a position of leadership and excellence in the
information age and to transform itself into a knowledge
information age and to transform itself into a knowledge
society
Danish Government
Digitalization must contribute to the creation of an
efficient and coherent public sector with high quality of
service, with citizens and businesses in the centre.
Mongolia
Establishing the information society and founding the
knowledge-based society in Mongolia by enhancing
extensive applications of ICT in all sectors of society. By
2012, Mongolia will become one of the top ten ICT
developed countries in Asia.
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Visioning
Steps in the vision building process include:
1) identifying and consulting stakeholders
2) allowing stakeholders to present or explain their own vision for e-
Governance
Governance
3) draft a common vision based stakeholders’ visions
4) aligning vision with more general national and local development needs
and opportunities
5) consolidating and agree on final vision
UNeGov.net-School-Planning-37
Step 3: Strategic Goals
1.
assessing readiness
2.
elaborating vision and expected contributions
3.
formulating strategic goals
4.
determining required interventions
4.
determining required interventions
5.
setting objectives
6.
identifying priorities
7.
establishing mechanisms for stakeholders involvement
8.
determining monitoring and evaluation indicators
9.
providing a business model
UNeGov.net-School-Planning-38
Strategic Goals
Strategic goals typically include:
1) social and economic development using ICT
Statements that set the direction for e-Governance based on the vision.
2) effective delivery of quality public services, which are accessible and
affordable
3) improved capacity of government in participatory and consultative
decision making processes which progresses democracy
4) increased satisfaction of stakeholders through accountability, efficiency,
effectiveness, and cost reduction
5) Coordinated and transparent policy design, policy implementation, policy
maintenance, and policy review
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Example – Goals 1
Kenya
1)
Improve collaboration between government agencies through
reduction in the duplication of efforts, and enhance efficiency and
effectiveness of resource utilization;
2)
Improve Kenya’s competitiveness by providing timely information
and delivery of government services;
3)
Reduce transaction costs for the government, citizens and the
private sector through the provision of products and services
electronically; and
4)
Provide a forum for citizens’ participation in Government activities.
[Courtesy Vincent Okongo]
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Example – Goals 2
Danish e-Government
Goals
1) Public sector must provide coherent services with
citizens and businesses in the center.
2) e-Government must result in improved service quality
and the release of resources.
3) Public must work and communicate digitally.
4) e-Government must be based on a coherent flexible
infrastructure.
infrastructure.
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Mongolia – Goals 3
Citizens
Provide citizen-centered services for improving citizens’
convenience, including:
• provision of on-line public service
• provision of multi-channel delivery
Businesses
Provide integrated information and service in each industry and
Businesses
Provide integrated information and service in each industry and
enhancing the enterprise competitiveness including:
• provision of one-stop public service
• disclosure of administrative information and processes
Government
Standardization of administration processes and computerizing
administration including:
• computerization/automation of administration
• integration of administration
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Tutorial Discussion
1) Do you know the major concerns of your stakeholders?
2) As an internal stakeholder, what is your vision for your organization?
2) As an internal stakeholder, what is your vision for your organization?
3) State at least one strategic goal based on your vision?
4) What is likely to be the major challenge in achieving this vision and the
strategic goals?
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Step 4: Interventions
1.
assessing readiness
2.
elaborating vision and expected contributions
3.
formulating strategic goals
4.
determining required interventions
4.
determining required interventions
5.
setting objectives
6.
identifying priorities
7.
establishing mechanisms for stakeholders involvement
8.
determining monitoring and evaluation
9.
providing a business model
UNeGov.net-School-Planning-44
Determining Interventions
Required intervention must consider the dimensions considered in the e-
governance readiness assessment:
The creation of an enabling environment for the development of e-
Governance based on the outcome of the e-readiness assessment,
strategic vision, goals and objectives.
governance readiness assessment:
1) leadership
2) regulations
3) organizations
4) human resources
5) financial resources
6) communication
7) technology
8) data requirements
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Creating Leadership
Activities of this group include:
Leaders are a small group of e-Champions capable of providing political
leadership with good understanding of the complexities of e-Governance.
1) defining broad deliverables
2) setting priorities
3) mobilizing necessary administrative mechanism and resources
4) assisting to overcome resistance and legacies
5) sharing values and building consensus while possibly preserving
cultures
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Example - Leadership
United Kingdom’s
e-Champions Network
by IDeA –
Improvement and
Development Agency
• Each local authority in England and Wales should have
two champions: one councilor and one officer.
• Their job is to champion e-Government within the
authority and ensure that the authority is on-track to
meet the 2005 target for having services online.
Development Agency
meet the 2005 target for having services online.
• All 388 English local authorities are now part of IDeA’s
e-champion network.
• Regular briefings and events on major issues and
members of the network have access to useful reports
and information as well as networking opportunities
through events and online communities.
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Regulatory Framework
Legal and regulatory measures typically cover:
1) data integration and sharing between public agencies
New laws and regulations are required for e-Governance adoption.
2) use of public information by third parties, especially private sector,
safeguarding privacy and security
3) digital exchange and transactions between government agencies,
citizens and businesses
4) recognition of digital exchange of information and digital transactions
5) reaching citizens affordably and enabling citizens to reach government
affordably
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Example: Regulations
Data Privacy
United Kingdom
Data Protection Act, 1984, amended 1998
• protects personal privacy and enables international
free flow of personal data by harmonization
Electronic Document
USA
Electronic Freedom of Information Act Amendment 1996
• directs all federal agencies to use electronic
information technology to foster public availability of
information technology to foster public availability of
electronic documents
• grants individuals the right to access records in the
possession of federal government
Electronic Signature
European Union
Electronic Signature Directive 1999
• recognizes electronic signatures within the European
Union and can be used as evidence in legal
proceedings
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Mongolia - Regulations
The legal framework for Mongolian ICT industry is developed based on the key
findings as well as lesson learned from Korean legal framework.
Legal Framework
Acts on
Acts on
Acts on ICT Infrastructure
to be model
Informatization Promotion
ICT Industry Promotion
Construction
• Framework Act on
Informatization Promotion
• e-Government Act
• e-Petition Act
• Act on Opening
Administration
Information
• Software Industry
Promotion Act
• Digital Contents Industry
Promotion Act
• Framework Act on e-
Commerce
• Framework Act on
Informatization Promotion
• Act on Resolution for
Digital Divide
• Privacy Promotion Act
• e-Signature Act
• Communication Security
Promotion Act
[courtesy e-Government Master Plan
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Organization
1) Two prevalent models for implementing e-Governance: centralized and
decentralized models.
2) Whichever model is adopted, central coordination is required through
an agency which is either independent or nested within a ministry.
Activities of central coordination:
1) coordinate the implementation of the e-Governance strategy
2) review e-readiness on a regular basis
3) coordinate advocacy and awareness campaigns
4) coordinate the use of seed funding for co-financing new and innovative
pilot projects
5) provide advice on possible public-private partnerships
6) monitor, evaluate and report on progress made in e-Government
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Example - Organization
USA
(e-Government Act of
2002)
• Establishes an Administrator for the office of Electronic
Government within the Office of Management and
Budget.
• Administrator assists OMB Director by implementing e-
Government and other initiatives provided in the act.
Government and other initiatives provided in the act.
• Establishes a CIO Council consisting of representation
from CIO’s of all major federal agencies.
United Kingdom
(e-Government Unit of
the Cabinet Office)
•
formulates IT strategy and policy
•
develops common IT components for use across
government
•
promotes best practices across government
•
delivers citizen-centered online services
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Example – Cabinet Office of Kenya
[courtesy e-Government Master Plan in Mongolia]
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Future e-Government Organization
[courtesy e-Government Master Plan in Mongolia]
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Developing Human Capacity
Skills required by public administrations:
Public administration, citizens, businesses and local IT community must
be equipped with the skills required for e-Governance.
1) change management
2) program management
3) IT systems development
4) IT service management
5) IT outsourcing management
6) client relationship management
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Example – Capacity Development
Italy
Skills for Managers
Department of Public Administration in co-operation with Department
for Innovation Technologies
Two programs:
1) information society skills for top managers of state governments -
National School for Public Administration
2) management skills for middle managers of regional and local
administration
USA
CIO University – Government sponsored training program
Learning objectives in 12 broad topics:
1) policy and organizational
2) leadership /managerial
3) process/change management
4) performance assessment
5) project/program management, etc.
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Mongolia – Human Capacity 1
Key Findings
for Education
•
establish an e-School model to develop ICT human resource
expert throughout Mongolia
•
strengthen information education programs to close the
regional gap in informatization needed to establish e-Mongolia
•
need to provide people with various educational programs to
increase the ICT usage
•
prepare ICT education programs to educate ICT experts
including instructors, civil servants and high-level people
including instructors, civil servants and high-level people
•
Need for equipment to provide on-line service properly and
education of on-line service usage
•
developing human capacity
Critical
Information
Requirement
•
establishment of ICT education programs and human
resource development program
Strategy
•
Building infrastructure for e-Government
Project
•
ICT literacy and HRD program development
[courtesy e-Government Master Plan in Mongolia]
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Mongolia – Human Capacity 2
Project
Objectives
•
to develop educational programs and provide study guide based
on the trainees’ talents and abilities
•
to provide the Cyber training course in order to expand the
opportunity of education and increase effect of the education
•
to enhance informatization mind of the people and promote
professionalism of ICT personnel
Scope
•
establishing ICT education policy by developing ICT education
Scope
•
establishing ICT education policy by developing ICT education
programs…
•
expanding institutes and channels for informatization educati0n
•
building a Cyber education center
•
developing programs to educate ICT professionals
Expected
Effects
•
distance learning is to save time and costs
•
digital divide is to be closed by providing ICT education to the
alienated class, such as low-income families and local residents
•
educational association between academic institutes and
businesses shall effectively educate ICT professionals who are
human resource for the nations industrial development
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Financing
Issues to consider:
Availability of funds determine the type of e-Government projects that can
be carried out.
1) e-Government is cross-cutting, pooling of resources across agencies
may be necessary
2) reward system could be developed for management and employees to
stimulate the drive for e-Government
3) extra-budgetary resources should be considered, e.g. partnership with
private-sector in infrastructure development and maintenance
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Funding Strategies
Public Private
Partnership
• government and private organizations share the costs, risks
and benefits in e-Governance development
Outsourcing
• government invests directly but external enterprises carry out
the development
• government owns the system and has complete control
Issuance of
Bonds
• bonds are issued by the government
• returns from investment are use to offset bond
Advertising
• controlled traditional advertisement on the government web
sites
Government-
Enterprise
• project development is the responsibility of the enterprise
• investment by enterprise is covered by transaction fees
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e-Gov Budget Figures
United States
• USD 48.6 billion on ICT, 2002
• 0.5% of GDP
United
Kingdom
• GBP 12.4 billion (~USD 22 billion) on ICT, 2003
• 1% of GDP
EU
• USD 1.3 billion, 2000 est. to rise to USD 4 billion in 2005
EU
• USD 1.3 billion, 2000 est. to rise to USD 4 billion in 2005
Singapore
• SD 1.30 (USD 822, 369 million), 2003
• 0.8% GDP
Taiwan
• NTD 36.2 billion (USD 1.04 billion), 2003
• 0.4% of GDP
Russia
• Rubbles 1.3 billion (~ USD 531, 353 million), 2003
• 0.01% of GDP
[Courtesy Michael G. Mimicopoulos, UNDESA 2004]
UNeGov.net-School-Planning-61
Mongolian Budget Security Plan
[Courtesy Mongolia e-Government Master Plan, 2005]
UNeGov.net-School-Planning-62
Communicating
Communication strategies entail:
1) creating interest and expectations towards the benefits of e-Government
Creating awareness and buy-in from all stakeholders.
2) addressing the interests of politicians, managers, employees,
businesses and citizens
3) making stakeholders appreciate the change process
4) demystifying technological jargons
5) using media such as TV, radio, newspaper and billboard
6) organizing conferences, workshops and seminars can be helpful to raise
political awareness and support
UNeGov.net-School-Planning-63
Provisioning Technology
Technology interventions include:
Providing the necessary technology infrastructures.
1) making fixed line telecommunication available and affordable
2) making mobile telecommunication available and affordable
3) obtaining technical assistance for access to international best practices
to address technical constraints
4) developing the national ICT policy
5) teaming up with the private sector in resolving technical issues
UNeGov.net-School-Planning-64
Provisioning Data
A number of actions must be taken to ensure data availability:
1) standardizing data across agencies to facilitate exchange
Data is required at different phases of e-Governance implementation.
2) defining the roles and responsibilities of different agencies in the data
standardization process
3) obtaining agreement on some key identifiers, for instance geographic
locations, personal or institutional identifiers
4) ensuring that data capture is only through a single source
5) guaranteeing the safety and security concerns relating to data
UNeGov.net-School-Planning-65
Example – Data Provisioning
USA
Data Reference Model (DRM) in Federal Enterprise Architecture (FEA):
1) DRM helps promote common identification, use and appropriate
sharing of data across government in three areas: categorization,
sharing of data across government in three areas: categorization,
exchange and structure
2) DRM allows higher re-use of IT investments as a shared service
within their own architecture
3) DRM is the major feature of the FEA and considered the most
difficult model to develop
UNeGov.net-School-Planning-66
Step 5: Objectives
1.
assessing readiness
2.
elaborating vision and expected contributions
3.
formulating strategic goals
4.
determining required interventions
4.
determining required interventions
5.
setting objectives
6.
identifying priorities
7.
establishing mechanisms for stakeholders involvement
8.
determining monitoring and evaluation indicators
9.
providing a business model
UNeGov.net-School-Planning-67
Strategic Objectives
Specific and measurable statements about strategic goals.
A strategic objective specifies:
1) specific action
2) extent of action
3) target for action
4) timeline for action
Strategic objectives are related to the interventions and are implemented
through programs and projects.
UNeGov.net-School-Planning-68
Example 1 – Danish Objectives
Danish e-Government
objectives for the goal:
By the end of 2006:
• at least 60% of the population uses the public sector’s
digital services (2003: 40%)
public sector must
provide coherent
services with citizens
and businesses in the
centre
• at least 95% of all businesses use the public sector’s
digital services (2002: 72%)
• at least 60% of all public authorities receive at least a
quarter of all documents from citizens and businesses
in digital form (2003: citizen 15 percent, businesses
21%)
UNeGov.net-School-Planning-69
Example 2 – Nepali Objectives
2011
Stage 3
Transacting
Fully integrated
Stage 4
Value portal
Value-networked
Value-chain creation
Transaction
Multi-channel service
Gov.-wide collaboration system
2007
Stage 1
Publishing
Isolated from other agencies
No process innovation
Stage 2
Interacting
Partially integrated in cluster
Internal BPR
Fully integrated
Cross-agency BPR
On-line public services
Standardization of information sharing platform
Information sharing system
Organization of e-Government
Gov.-wide collaboration system
Knowledge-based administration system
[courtesy eGMP proposal]
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Mongolia - Strategies and Projects
Strategy
Projects
• providing on-line public
• government representative portal
Government to Citizen
• providing on-line public
services
• diversification on
service channel
• government representative portal
• passport management system
• real estate registration system
• social insurance system
[courtesy e-Government Master Plan in Mongolia]
UNeGov.net-School-Planning-71
Mongolia - Strategies and Projects
Strategy
Projects
• opening administration
information and process
• recruitment and employment information system
Government to Business
information and process
• providing one-stop
public service
• e-Customs
• e-Procurement
• business registration and approval management
system
• intellectual property management system
[courtesy e-Government Master Plan in Mongolia]
UNeGov.net-School-Planning-72
Mongolia - Strategies and Projects
Strategy
Projects
• computerization of
government administration
• national identification system
• e-Tax
Government to Government
• integration of government
information system
• standardization of
government administration
• e-Tax
• immigration management system
• e-Educational administration system
• administration portal (e-Approval, e-Document)
• enterprise architecture
• integrated government-wide information system
[courtesy e-Government Master Plan in Mongolia]
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Step 6: Prioritizing
1.
assessing readiness
2.
elaborating vision and expected contributions
3.
formulating strategic goals
4.
determining required interventions
5.
setting objectives
6.
identifying priorities
7.
establishing mechanisms for stakeholders involvement
8.
determining monitoring and evaluation indicators
9.
providing a business model
UNeGov.net-School-Planning-74
Criteria for Prioritizing
Criteria for prioritization include:
e-Governance cannot be introduced through a single initiative, but
through small achievable steps which can build success and credibility.
1) available resources
2) value potentials
3) sustainability
4) impact on social, economic and governance dimensions
Priorities must be people and development centered and defined within the
context of government vision and objectives
.
UNeGov.net-School-Planning-75
Mongolia – Priorities 1
Importance
Emergency
consideration on policy, requirements of users, and
phase
Effect/Impact
consideration on the objectives and other factors to
Effect/Impact
implement the project
Feasibility
Technological
Realization
consideration on the technological level and capacity
to implement the project
Institutional
Realization
consideration on the law and regulation to implement
the project
[courtesy e-Government Master Plan in Mongolia]
UNeGov.net-School-Planning-76
Mongolia – Priorities 2
Order
Project
Importance
Feasibility
Emergency Effect/
Impact
Technological
Realization
Institutional
Realization
1
government representative portal
8
9
8
8
2
passport registration system
7
7
6
7
3
real estate registration system
7
7
7
7
4
social insurance system
6
8
7
6
5
recruitment/employment info system
7
6
6
7
6
e-Customs
7
7
8
7
6
e-Customs
7
7
8
7
7
e-Procurement
6
7
7
6
8
business registration and approval…
7
7
7
6
9
intellectual property management…
6
7
7
7
10
national identification system
9
9
7
7
11
e-Tax
7
8
8
7
12
immigration management system
7
7
8
7
13
e-Educational administration system
7
8
8
7
14
administration portal
9
8
8
6
15
enterprise architecture
8
8
7
6
16
integrated gov.-wide information…
9
9
8
8
1-4: G2C, 5-9: G2B, 10-16: G2G
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Mongolia – Priorities 3
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Mongolia – Priorities 4
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Impact of Possible G2C Services
Service
Economic
Impact/Benefits
Social
Impact/Benefits
Governance
Impact/Benefits
employment
opportunities
reduced advert and
communication cost
easier access to
information on
job opportunities
openness, higher
degree of
fairness
reduced transaction cost
job opportunities
easier (standard)
application
fairness
social security
contributions
reduced transaction cost
easier to receive
benefits
transparency
land registration
reduced transaction cost
easier to transfer
properties
rule of law,
transparency
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Impact of Possible G2B Services
Service
Economic
Impact/Benefits
Social
Impact/Benefits
Governance
Impact/Benefits
custom
declaration
lower transaction cost
timely declaration
ease of declaration
with online help
lower thresholds for
small sized firms
accountability and
transparency
social
contributions for
employee
reduced transaction cost
timely payment received
electronically
increased coverage
easier to comply with
rules
transparent
application with
online support
access to socio-
demographic
and other
government
databases
new business opportunities
new service opportunities for
government
greater use of
information for
planning and provision
of services for both
public and private
organizations
transparency
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Impact of Possible G2G Services
Service
Economic
Impact/Benefits
Social
Impact/Benefits
Governance
Impact/Benefits
computerizing core
business of
government
reduction in transaction
cost
counter corruption
employment
opportunities
speedier processing
accountability
counter corruption
decentralized data
processing with
data reuse can lead to
significant cost savings
ease of use to data
security
processing with
integrated access
to virtual data
warehouse
significant cost savings
cost of digital data
capture is low
eliminates
redundancies
speeds up operation
privacy
transparency
e-Procurement in
Government
lower transaction cost
increased use of
existing capacity
within government
competition with
private sector service
provider
transparency
accountability
competitiveness in
cross agency service
delivery
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General Principle
Have the big picture, start with some quick wins, consolidate fast.
development
think big
1
time
scale fast
start small
3
2
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Step 7: Involving Stakeholders
1.
assessing readiness
2.
elaborating vision and expected contributions
3.
formulating strategic goals
4.
determining required interventions
4.
determining required interventions
5.
setting objectives
6.
identifying priorities
7.
establishing mechanisms for stakeholders involvement
8.
determining monitoring and evaluation indicators
9.
providing a business model
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Identifying Stakeholders’ Roles
Typical stakeholders roles:
Identifying and filling stakeholders roles is important for assigning
responsibilities.
project team
those who will directly work on e-Governance projects
suppliers
suppliers of technologies, resources and expertise
operators
agency employees who will operate the e-Governance systems
champions
entities to drive and seek justification for the projects
sponsors
entities paying for the expense and efforts for the projects
owner
management of the agency that will own and use the system
others
others with significant influence on the project
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Example - Stakeholders
1)
Office of the President, Chief Executive and ministry/agency in charge of e-
Government
2)
Legislature or parliament
3)
Government agencies
4)
Political parties
4)
Political parties
5)
Citizens
6)
Unions
7)
NGOs
8)
Traditional leaders
9)
Research institutions
10)
International agencies
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Step 8: Monitoring and Evaluation
1.
assessing readiness
2.
elaborating vision and expected contributions
3.
formulating strategic goals
4.
determining required interventions
4.
determining required interventions
5.
setting objectives
6.
identifying priorities
7.
establishing mechanisms for stakeholders involvement
8.
determining monitoring and evaluation indicators
9.
providing a business model
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Levels
There are numerous levels for monitoring and evaluation activities during
the implementation of e-Governance.
We consider the following levels during implementation:
1) implementation plan level
2) project plan level
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Implementation Plan Level
Monitoring:
• tracks the amount of resources committed for implementing e-
Government.
Evaluation:
• measures the impact on the implementation of the outcomes and of key
indicators of progress
• measured through both quantitative and qualitative performance
indicators
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Project Plan Level
Monitoring:
• examines the linkages between inputs used for implementation of
activities and the direct deliverables
• systematic approach to allow quick review of project performance
• systematic approach to allow quick review of project performance
Evaluation:
• measures the impact of deliverables on the performance of the
organization where the project was implemented
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Indicators for e-Governance
1) overall classification of government institutions based on the level of
Two categories of qualitative and quantitative performance indicators can
be identified to measure e-Governance progress.
1) overall classification of government institutions based on the level of
transformation attained
2) more qualitative measures directly relating to broad outcome areas:
a) economic
b) social
c) governance
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Indicator Set 1
Time
Indicators
after 12 months
• number of government departments that have started
digitizing their basic data
• number of local governments that have established web
• number of local governments that have established web
presence
after 3 years
• number of institutions and local governments that are in
each maturity levels – informational, one-way interactive,
two-way interactive, and transactional
after 5 years
• number of institutions that conform to the government portal
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Indicator Set 2 – Economic
Outcomes
Performance Indicators
alternative and more cost effective
delivery of services
• % reduction in transaction and overall operating
costs
• % of transactions performed on-line
redeployment and rebalancing of
the civil service
• number of personnel retrained
• increased number of staff with new required skills
• ratio of professional staff to general service staff
• ratio of professional staff to general service staff
increase in employment
• % unemployed
• % employed in ICT related industry
• online job market established
improved revenue collection on
taxes and service levies
• on-line taxation system in place
• % increase in tax coverage
• % increase in tax revenue
promotion of internal and external
investment
• business registration system
• % increase in foreign direct investment
• % increase in internal investment
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Indicator Set 2 – Social
Outcomes
Performance Indicators
increased access to quality
education
•
e-learning systems in place
•
teacher ICT education programme in place
•
number of schools with ICT education
•
number of schools with Internet access
improved educational
management capacity
•
education management information system
management capacity
better delivery and access to
health services
•
tele medical services in place
•
telemedicine service system
improved health management
capacity
•
number of medical doctors connected online
•
integrated hospital information system
improved social welfare
•
% increase in eligible households and
individuals entitled to social welfare
move to development oriented and
people centered service delivery
culture
•
% increase in customer satisfaction
•
% increase in people using on-line services
•
availability of personalized portals for
citizens and businesses
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Indicator Set 3 - Governance
Outcomes
Performance Indicators
greater accountability
and transparency in
public administration
•
% of government business processes open to the
public (tendering, procurement, recruitment, etc.)
•
on-line availability of government’s budget, expenditure
•
on-line access to government reports, documents
better coordination and
cooperation between
•
sharing of government data and information across
agencies
cooperation between
government agencies
agencies
improved
communications and
public relations
•
availability of online interaction with public
•
% of people interacting with government online
•
timely response by government
greater public
participation
•
posting policy drafts online for public participation in
policy development process
enabling legal
infrastructure
•
legislation available online, with explanatory notes
•
legislation in place to deal with e-documentation, e-
record keeping, e-authentication, e-signature, etc.
•
legislation in place concerning e-protection, privacy,
and cyber crime
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Nepal - Indicators
Indicators
Current
1
st
Phase
(2008)
2
nd
Phase
(2011)
UN government index
126
100
80
UN government index
126
100
80
Visit for getting services
90%
70%
< 40%
Connectivity of government agencies
Isolated
Ministry level
All agencies
Connection method
Dial-up
xDSL, LAN
High speed
[courtesy eGMP proposal]
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Step 9: Business Model
1.
assessing readiness
2.
elaborating vision and expected contributions
3.
formulating strategic goals
4.
determining required interventions
4.
determining required interventions
5.
setting objectives
6.
identifying priorities
7.
establishing mechanisms for stakeholders involvement
8.
determining monitoring and evaluation indicators
9.
providing a business model
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Developing a Business Model
A business model includes:
1) how e-Government solutions would be developed – outsourcing versus
A plan for ensuring the sustainability of e-Government in terms of
resources and adoption.
1) how e-Government solutions would be developed – outsourcing versus
internal development
2) funding options for provided services - pay-as-you-go, bonds, transaction
fees, partnership with third parties, etc.
3) how to ensure take up of the various e-Services to be offered
4) how to attract the participation of private sector in the continued
development of the e-Governance
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Example – Business Model
Hong Kong
SAR
Hong Kong’s Electronic Service Delivery Scheme is a mutually
beneficial relationship between the government and an operator.
Parties Involved:
1) Government
•
enhance backend system
•
pay per transaction fee after reaching a pre-agreed
transaction level
2) Operator
•
develop, operate and maintain the infrastructure and front
end services
•
put up commercial services and advertisements in the portal
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Strategy Imperatives
1) services must be accessible, affordable and user-friendly
2) technology must be reliable, scalable and interoperable
Strategy must consider services, technology, processes and people.
2) technology must be reliable, scalable and interoperable
3) processes must be re-engineered, collaborative, integrated and
trustworthy
4) people must be trained, oriented and carried along
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Tutorial Discussion
1) Which criteria do you consider when prioritizing potential e-Governance
initiatives in your organization?
2) List three services that could be offered electronically by your
2) List three services that could be offered electronically by your
organization to citizens and businesses.
3) What type of impact are services listed in question 2 likely to have?
4) Identify a set of useful economic, social and governance indicators for
monitoring the development of services listed in question 2.
