2 planning - 03 - united nationsunpan1.un.org/intradoc/groups/public/documents/un-dpadm/unpan... ·...

ProcessProcess

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


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


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


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


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


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


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


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


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


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.


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


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


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 actionb) 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


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.


Step 2: Visioning Process




4. determining required interventions4. determining required interventions

5. setting objectives






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


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.


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-GovernanceGovernance

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


Step 3: Strategic Goals











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


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]


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.


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


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?


Step 4: Interventions








8. determining monitoring and evaluation



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


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


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.


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


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


Mongolia - RegulationsThe 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


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


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


Example – Cabinet Office of Kenya

[courtesy e-Government Master Plan in Mongolia]


Future e-Government Organization



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


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.


Mongolia – Human Capacity 1Key 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 peopleincluding 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



Mongolia – Human Capacity 2Project

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


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


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


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 2005EU • 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]


Mongolian Budget Security Plan

[Courtesy Mongolia e-Government Master Plan, 2005]


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


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


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


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


Step 5: Objectives











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.


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%)


Example 2 – Nepali Objectives

2011Stage 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]


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




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




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



Step 6: Prioritizing




4. determining required interventions







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.


Mongolia – Priorities 1

Importance

Emergencyconsideration on policy, requirements of users, and

phase

Effect/Impactconsideration on the objectives and other factors to

Effect/Impactimplement 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




Order Project

Importance Feasibility

EmergencyEffect/

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 76 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


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


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


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


General Principle

Have the big picture, start with some quick wins, consolidate fast.

development think big1

time

scale fast

start small

3

2


Step 7: Involving Stakeholders











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


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 parties4) Political parties

5) Citizens

6) Unions

7) NGOs

8) Traditional leaders

9) Research institutions

10) International agencies


Step 8: Monitoring and Evaluation











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


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


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


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


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


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


Indicator Set 2 – SocialOutcomes 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


Indicator Set 3 - GovernanceOutcomes 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

agenciescooperation 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


Nepal - Indicators

Indicators Current1st Phase

(2008)

2nd Phase

(2011)

UN government index 126 100 80UN 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]


Step 9: Business Model











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


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


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


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.

2 planning - 03 - united nationsunpan1.un.org/intradoc/groups/public/documents/un-dpadm/unpan... ·...

Documents