un e-government survey 2012
Post on 07-May-2015
205 Views
Preview:
TRANSCRIPT
DPADM/UNDESA Presentation
Richard KerbySenior Inter-Regional AdviserE-Government and Knowledge
Management
2012 E-Government Survey
http://www.UNPAN.org/DPADM/ 2
2012 E-Government Survey
1. What is new in 2012 Survey
2. Findings
3. Methodology
4. Rankings
http://www.UNPAN.org/DPADM/ 5
What is New in 2012
The 2012 questionnaire looked closely at the impact of whole of government. Ministries and National sites scores combined.
It will look at how ICT is serving the environment on sustainable development and the International agreed upon goals (Rio, MDGs).
The questions were more granular and specific in detailing the type of social networking tools.
New questions on open data were introduced and deleted to strengthen the survey
United Nations E-government Survey 2012
Areas of focus for 2012 Survey:
Emphasis on quantity/quality of Services provided (NOT number of ministry websites) - INTEGRATION
More attention on Service Usage - USER TAKE-UP More weight to E-Infrastructure in E-Readiness - DIGITAL DIVIDE
High marks for e-services or e-inclusion of Vulnerable Groups - EQUITABLE DEVELOPMENT
High marks for connected Mobile Internet Services - M-GOVERNMENT
New area of assessment on Environmental Issues - E-/M-INFORMATION ON ENVIRONMENT
http://www.unpan.org/dpadm/ 31
World e-government development
leaders 2012 Rank Country E-government development index
1 Republic of Korea 0.9283
2 Netherlands 0.9125
3 United Kingdom 0.8960
4 Denmark 0.8889
5 United States 0.8687
6 France 0.8635
7 Sweden 0.8599
8 Norway 0.8593
9 Finland 0.8505
10 Singapore 0.8474
11 Canada 0.8430
12 Australia 0.8390
13 New Zealand 0.8381
14 Liechtenstein 0.8264
15 Switzerland 0.8134
Regional averages in e-government
development
http://www.UNPAN.org/DPADM/ 9
FindingsWhole-of- government approaches lead the way in advanced countries
The 2012 Survey finds that many Member States are moving from a decentralized single-purpose organization model, to an integrated unified whole-of-government model contributing to efficiency and effectiveness. The model aims at centralizing the entry point of service delivery to a single portal where citizens can access all government-supplied services, regardless of which government authority provides them. In some countries, the whole-of-government approach helps build a transparent government system with interconnected departments and divisions, feeding into the funnel of greater government efficiency and effectiveness.
http://www.UNPAN.org/DPADM/ 10
FindingsMember States are paying closer attention to multi-channel service delivery
This year’s Survey also indicates that global infrastructure access improved, with the global average ICT index value reflecting an increase in mobile penetration – the global average number of mobile subscriptions per 100 inhabitants is now 88.5. Broadband penetration, however, remains very low, with a global average of only 8.7 fixed broadband connections per 100 inhabitants. Mobile-based technologies have become the most rapidly adapted technologies to provide e-services, playing a pivotal role, especially in developing countries. Rural areas with very little access to telephony can now benefit from mobile and broadband services to access services
http://www.UNPAN.org/DPADM/ 11
FindingsDeveloping countries make progress in e-participation
Many developing countries have adopted citizen
inclusion as key in providing “customer”-oriented services. While the Republic of Korea and the Netherlands are the world leaders, Singapore and Kazakhstan are close behind. Europe has the largest share of the top e-participation countries. Despite progress the gains are not spread evenly, both across and within countries, with the majority still offering low levels of engagement possibilities.
http://www.UNPAN.org/DPADM/ 12
Findings
Citizens demand more services
While the primary focus of Member States has been the provision of services from a supplier perspective, recently there has been a shift towards a more consumer demand driven policy and greater emphasis on citizen usage. Nevertheless the level of citizen up-take currently remains at low levels. According to the survey, only 24 countries openly promote free access to e-government services through free wifi or kiosks. Leveraging social media for the benefit of e-service uptake is another area where a greater effort can make a difference since currently only 40 per cent of member states are using a social networking site.
http://www.UNPAN.org/DPADM/ 13
Methodology
Among the objectives of e-government, four are of paramount importance:
– Efficient government management of information to the citizen;
– Better service delivery to citizens;– Improved access and outreach of information; and– Empowerment of the people through participatory
decision making.
http://www.UNPAN.org/DPADM/ 14
Methodology E-government survey is a composite index comprising the
Online Service, the Telecommunication Infrastructure and the Human Capital Indices.
The e-government Development indices are useful for government officials, policy makers, researchers, and the representatives of civil society and the private sector to gain a deeper understanding of the comparative benchmarking of the relative position of a country in utilizing e-government for the citizen vis a vis the rest of the world economies.
http://www.UNPAN.org/DPADM/ 15
Methodology
A total of 193 Member States were assessed in the
2012 Survey. The web measure survey assessments are based on a questionnaire, which looked for the presence/absence of specific characteristics and functionalities of the national and ministerial web sites.
The primary site was the national portal or the official government home page of the Member States.
http://www.UNPAN.org/DPADM/ 16
Telecommunications Infrastructure Index
The telecommunications infrastructure index 2012 is a composite index of five primary indices relating to a country’s telecommunications infrastructure development as they relate to the delivery of e-government services. These are:
– Internet Users /100 persons– Internet Subscriptions /100 persons– Main Telephone Lines /100 persons– Mobile Telephones /100 persons– Broadband /100 persons
Each index represents 20 per cent weight of the overall
telecommunications infrastructure index.
Supply-side Strategies e-Infrastructure & e-Information
e -Infrastructure e -Information
1. Internet usage/access 2. Internet Subscriptions 3. Main telephone lines 4. Mobile phone usage/access 5. Fixed broadband subscribers
1. E-participation policies or information 2. Information re. inclusiveness in e-gov 3. Citizen charters/service agreements 4. Info on employment opportunities
http://www.unpan.org/dpadm/ 11
http://www.UNPAN.org/DPADM/ 18
Methodology
Human Capital Index The human capital index is a composite of the
adult literacy rate and the combined primary, secondary, and tertiary gross enrolment ratio, with two thirds weight given to the adult literacy rate. The gross enrolment ratio was drawn primarily from the United Nations Educational, Scientific and Cultural Organization (UNESCO).
Demand-driven Strategies e-Literacy & e-Consultation
e -Literacy e -Consultation
1. Adult literacy rates 2. Human capital development
1. Public consultation blogs 2. Online surveys and polls 3. Chat rooms and instant messaging 4. Web logs, list servers and newsgroups 5. Feedback forms
http://www.unpan.org/dpadm/ 17
Integrated-Interaction e-Strategies e-Service & e-Decision-making
e -Service e -Decision-making
1. Four stages of development 2. Use of multimedia technology to interact
with citizens 3. Citizens are consulted regularly on
improving public policy and public service delivery matters
1. Online discussion forums 2. Archives of past discussions 3. Online petitions 4. Officials' responsiveness to
queries/comments and their incorporation of such feedback
5. Official's invitation for suggestions and comments
http://www.unpan.org/dpadm/ 22
http://www.UNPAN.org/DPADM/ 21
Web Measure Index
The Web Measure Index is base upon a four-stage model.
For countries that have established an online presence, the model defines stages of e-readiness according to a scale of progressively sophisticated citizen services:
1. Emerging Presence
2. Enhanced Presence
3. Transactional Presence
4. Networked Presence
http://www.UNPAN.org/DPADM/ 22
Emerging presence. Stage I - e-government presents information which is limited and basic. The e-government online presence comprises a web page and/or an official website; links to ministries/departments of education, health, social welfare, labor and finance may/may not exist.
The government provides greater public policy and governance sources of current and archived information, such as policies, laws and regulation, reports, newsletters, and downloadable databases. The user can search for a document and there is a help feature and a site map provided.
Web Presence
http://www.UNPAN.org/DPADM/ 23
Emerging and Enhanced Presences
Information dissemination/outreach
Existence of a national website and ministerial websites including: education, finance, health, labor and/or social services
Site map/index available
"help" / FAQ feature available
News and/or updates on government policies
Feature Number of Countries
Percent
Is the national portal linked to the Ministry of health? 155 80%
Is the national portal linked to the Ministry of Education? 155 80%
Is the national portal linked to the Ministry of Finance? 164 85%
Is the national portal linked to the Ministry of Labour? 147 76%
Is the national portal linked to the Ministry of Social Services? 147 76%
Is the national portal linked to the Ministry of Environment? 143 74%
Emerging and Enhanced Presences
Feature Number of Countries
Percent
I-11: Is a site map/index available? 124 64%
I-12: Is a "help" / FAQ feature available? 96 50%
I-10: Is a search feature available? 167 87%
http://www.UNPAN.org/DPADM/ 25
Enhanced presence - Stage II - the online services of the government enter the interactive mode with services to enhance convenience of the consumer such as downloadable forms for tax payment application for license renewal.
Web Presence
http://www.UNPAN.org/DPADM/ 26
Interactive Presence
Access/Usability
Search feature
Downloadable/printable forms
Sources of archived information (laws, policy documents, priorities, etc.) for six sectors (education, health, finance, labour, social services and environment
“Contact us” feature for national and ministries
Audio and video features
Multiple languages availability
Use of wireless technology to send messages to mobile phones or devices
E-mail sign-up option, either as a formal list-serv or simply for news items
PDF Forms
Interactive Presence
Feature Number of Countries
Percent
Can the citizen order non-electronic forms in regards to education online or by email?
10 5%
Can the citizen order non electronic forms in regards to health online or by email?
11 6%
Can the citizen order non electronic forms in regards to finance online or by email?
10 5%
Can the citizen order non electronic forms in regards to social services online or by email?
12 6%
Can the citizen order non electronic forms in regards to labour online or by email?
10 5%
Can the citizen order non electronic forms in regards to environment online or by email?
6 3%
Interactive Presence
Feature Number of Countries
Percent
Audio and/or video feature available 117 61%
site offer access in more than one language 105 54%
Privacy statement 79 41%
Advanced search options 96 50%
Interactive Presence
9
7
28
184
186
165
0 50 100 150 200
II-63: Is there a text-only version of the
website?
II-71: Does the siteoffer video of sign
language?
II-72: Does the sitecontain a glossary of
words?
Number of Countries
Countriesthat donot haveCountriesthat have
http://www.UNPAN.org/DPADM/ 30
Transactional presence - Stage III - allows two-way interactions between the citizen and his/her government. It includes options for paying taxes; applying for ID cards, birth certificates/passports, license renewals and other similar C2G interactions by allowing him/her to submit these online 24/7.
Web Presence
http://www.UNPAN.org/DPADM/ 31
Transactional Presence
Service Delivery Capability
Mobile Apps
Security (secure link) feature available/indicated
Online forms
Electronic signature feature
Online transactions Online payment by credit, debit, or other card methods
Separate M-Government Section
Information concerning government officials responsible for the provision of specific online services/queries
Really Simple Syndication (RSS) use for e-participation
Transactional Presence
Feature Number of Countries
Percent
Mobile apps in regards to education11 6%
Mobile apps in regards to health13 7%
Mobile apps in regards to finance13 7%
Mobile apps in regards to social welfare11 6%
Mobile apps in regards to labour11 6%
Mobile apps in regards to the environment7 4%
Transactional Presence
181
39
27
13
0 50 100 150 200
National government w ebsite be found easilyusing common w eb search tools
security (secure link) feature clearly available /indicated
Website offers a service to send messages (suchas new s alerts) to the citizen’s mobile phone?
Website offer a service to read the content ofpages aloud via a speaker or headphones
Number of Countries
Transactional Presence
Online Payment
77
41
45
43
34
34
46
55
26
0 20 40 60 80 100
Income taxes
Car registration
Registration of a new company
Birth certificates
ID Cards
Drivers licenses
Fines
Utilities
Pay by mobile phone
Number of Countries
http://www.UNPAN.org/DPADM/ 35
Networked presence - Stage IV - represents the most sophisticated level in the online e-government initiatives. It can be characterized by an integration of G2G, G2C and C2G (and reverse) interactions. The government encourages participatory deliberative decision making and is willing and able to involve the society in a two-way open dialogue.
Web Presence
http://www.UNPAN.org/DPADM/ 36
Networked Presence
Citizen participation/interconnectednessE-participation policy or mission statement
Calendar listings of upcoming e-participation activities
Archived information about e-participation activities
E-participation tools to obtain public opinion (polls, surveys, bulletin boards, chat room, blogs, web casting, and discussion forums, etc.)
Citizen feedback on the national strategy, policies and e-services
Provision for publishing the results of citizen feedback
Existence of features to enable access for people with disabilities
Set turnaround time for government to respond to submitted forms/e-mails
Archive on responses by government to citizen’s questions, queries and inputs
Networked Presence
Feature Number of Countries
Percent
Can citizens tag, assess and rank content on the website 18 9%
Sections for vulnerable groups such as the poor, illiterate, blind, old, young, immigrants, women, etc 56 29%
Provide e- services through or in partnership with third parties such as civil society or the private sector 71 37%
Gateway to local or regional government 97 50%
http://www.UNPAN.org/DPADM/ 38
E-Participation Index
The E-Participation Index assesses the quality, usefulness and relevancy of the information and services and the willingness of countries to engage citizens in public policy making through the use of the e-government programs.
The E-participation Index is segmented into three sectors: E-information, E-consultation, and E-decision-making.
http://www.UNPAN.org/DPADM/ 39
E-participation Tools
1. Discussion Forums2. Customer Satisfaction Surveys3. Opinion Polls4. Blogs5. Social Networking Sites (Facebook)
Networked Presence
E-Participation Outcomes
8
54
87
14
48
14
0 20 40 60 80 100
Calendar listing of upcoming activities
Online polls
Online surveys or feedback forms
Chat rooms or IM
Blogs
Llistservs or new sgroups
Number of Countries
http://www.UNPAN.org/DPADM/ 41
Thank You
top related