change management & governance process reengineering towards e-government manasakis constantine,...
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Change Management & Governance Process Reengineering Towards e-Government
Manasakis Constantine, MBA, PhD
Department of Political Science, Univ. of Crete
Düsseldorf Institute for Competition Economics, Univ. of Düsseldorf
Electronic Government (e-Government) refers to “The
utilization of Information and Communication
Technologies (ICTs) to improve the public sector’s
efficiency and effectiveness of service delivery” (United
Nations, 2006).
Defining e-Government
Internet-based Non-Internet based
• Mobile SMS text messaging• Telephone, Fax• Closed-circuit television (CCTV) cameras• Tracking systems• Biometric devices• Smartcards • Non-online e-Voting
e-Government services delivery formats
I. e-Administration: Improving government processes
Reducing government processes costs by improving the input-
output ratios.
Managing processes performance by planning, monitoring and
controlling the performance of resources.
Making strategic connections in government agencies by
strengthening their capacity.
e-Government domains
II. e-Citizens and e-Services: Connecting citizens
Talking to citizens by providing citizens with details of public
sector activities and making public servants more accountable for
their actions.
Listening to citizens by increasing the participation input of
citizens into public sector actions.
Improving public services delivered to members of the public
along dimensions such as quality, convenience and cost.
e-Government domains
III. e-Society: Building external interactions
Working better with business by the digitalization of regulation
and procurement processes.
Developing communities by building the social and economic
capacities and capital of local communities.
Building partnerships by creating organizational groupings to
achieve economic and social objectives.
e-Government domains
I. Government-to-Citizen or Government-to-Consumer (G2C)Applies the strategy of Customer Relationship Management (CRM).By managing the relationship with its customers and citizens, the
government provides the services fulfilling the customers’ needs.II. Government-to-Business (G2B)III. Government-to-Government (G2G)IV. Government-to-Employees (G2E)Processes Information provision Two-way communication Conducting transactions Citizen participation
e-Government delivery models
Examples of e-Services – G2B
Close
Expand
Operate
Start-up Explore Opportunities
• Approvals• Permission
s• Registratio
ns
• Returns• Taxes• Permits• Complian
ce
• Approvals• Permissio
ns
• Project Profiles
• Infrastructure
• State Support
• Approvals
• Compliance
Traditional vs. e–GovernmentUse of ResourcesLow High
InfrastructureFragmented Integrated
Cost of ServiceHigh Low
Speed of ServiceMonths/Days Hours/Minute
ROILow High
TransparencyLow High
ParticipationLow High
I. Law & Policy-making– e-Government can be a catalyst for legal reform– Wider & faster dissemination of laws– Faster & better formulation of policies
II. Better Regulation– Registration & Licensing - speedier– Taxation – better revenues– Environmental Regulations – better compliance– Transportation & Police – more transparency
III. More efficient Services to Citizens & Businesses– Better Image– Cost-cutting– Better targeting of benefits– Control of corruption
e-Government: Benefits to Government
I. Increased velocity of business
II. Ease of doing transactions with Government
III. Better Investment climate
IV. Transparency and accountability
e-Government: Benefits to Business
I. Cost and time-savings
II. Certainty in getting services
III. Better quality of life
IV. Ease of access of information
V. Added convenience – multiple delivery channels
VI. Possibility of self-service
e-Government: Benefits to Consumers
The extent of change between where we are now and where the e-
Government project wants to get us.e-Government projects indicate seven dimensions: I nformation T echnology P rocesses O bjectives and values S taffing and skills M anagement systems and structures O ther resources: time and money
Government Process Reengineering
Principle # 1: Holistic Approach
Principle # 2: RoadMap
Principle # 3: Overcoming Challenges
Principle # 4: Presses Transformation
Principle # 5: Change Management
Principle # 6: Capacity Building
Principle # 7: Top Level Sponsorship
7 Principles - Requirements of e-Government
Principle # 1: Holistic ApproachSeven Areas of Management
ProcessReform
Management
ResourceManagement
ProcurementManagement
Technology Management
KnowledgeManagement
ChangeManagement
ProgramManagement
Principle # 1: Holistic ApproachThe Four Pillars of e-Gov
Peop
le
Pro
cess
Tech
nolo
gy
Resou
rces
e-Government
6C Model
Connectivity
Capital
CitizenInterface
Cyberlaw
Content
Capacity
Principle # 1: Holistic Approach6C Model of Implementation
Principle # 1: Holistic ApproachFront-end Vs. Backend
BackendSystems
+BPR
Infrastructure
Foundation
People
Front-end Systems
Results
Internet
Service Centre
Right balance between Front-end & Backend
A set of comprehensive documents that
– provide a vision
– indicate a direction
– create a set of methodologies
– lay down priorities
– enable resource mobilization
– facilitate adoption of holistic approach
… in implementing e-Government projects
Principle # 2: The e-Gov Roadmap
I. To align e-Gov efforts along the development priorities of
the State
II. To ensure systematic approach in implementation
III. To ensure optimal utilization of scarce resources
IV. To move away from champion-led approach to an
institutionalized approach in e-Gov
Principle # 2: The e-Gov RoadmapDeveloping an e-Gov Roadmap
Principle # 2: The e-Gov RoadmapThe e-Governance Roadmap…
December 2004
eGov Roadmap Components
By 2010, the State will be . . .
eProcWorkflow
ü Leverage PPP
Land
PPPGPRLR
Training
Municipal
eproc
Police
eSevaPancha
yat
Land
DC, WAN
Other Projects &Initiatives
Mission Projects & Initiatives
Core Projects &Initiatives
eGov Blueprint
Access to Legal Information
Land Information
System
NetworkData Center
WorkflowCapacityBuilding
eProc
eSevaePanchayat
GPR
HRMSFinancial
Information System
Kiosks
Vision
Strategy
Blueprint
Program
Ecosystem
Principle # 3: Overcoming Challenges
• Lack of Process Models• Status Quo-ism• Poor Legal Frameworks• Complex Procurement
1 PROCESS• Lack of Political Will• Official Apathy• Shortage of Champions• Lack of Skills in Govt
2 PEOPLE
• Lack of Architectures• Lack of Standards• Poor Communication Infrastructure• Hardware-approach
3 TECHNOLGY
• Budget Constraints• Disinterest of Pvt Sector• Lack Project Mgt Skills
4 RESOURCES
Principle # 4: Process TransformationIngredients of Transformation
DepartmentCentric
Approach
ProcessOrientation
Output-BasedAssessment
DepartmentalView
CustomerCentric
Approach
ServiceOrientation
Outcome-basedAssessment
Integrated View
I. Degree of Transformation
II. Change Management
III. External motivation
– Following Best Practice
– Engaging Consultants
IV. Top Management Support
V. Awareness & Communication
Principle # 4: Process TransformationIssues in Transformation
Change Management is about managing people in a changing
environment so that business changes are successful and the
desired business results are realized.
The ADKAR Model1. Awareness of Change2. Desire to Change3. Knowledge of Skills 4. Ability to apply Knowledge5. Reinforcement to Sustain Change
Principle # 5: Change Management
Principle # 6: Capacity BuildingHierarchy of Capacity Needs
• Policy Formulation• Committing Resources• Taking hard decisions• Preparing Roadmaps• Prioritization• Frameworks, Guidelines• Monitoring Progress• Inter-agency Collaboration• Funds Management• Capacity Management
• Conceptualization• Architecture • Definition (RFP, SLA…)
Leadership & Vision
Program Development
Program Management
Project Development
Project Management• Bid Process Management• Project Monitoring• Quality Assurance
I. Becoming Champions of e-Government– to achieve change of mindset– to create an environment for innovation– to provide adequate resources
II. Removing Barriers– to overcome employee resistance– to achieve cross-agency coordination– to create confidence in private sector to partner government
III. Taking Hard Decisions– to take the risks inherent in e-Government – to achieve effective Government Process Re-engineering
IV. Articulating the needs of citizens & businesses
Principle # 7: Top Level SponsorshipThe role of Leadership
The Europe 2020 strategy aims to attain: VISION: Where…?MISSION: Through…?PILARS & GOALS: How…?
[VISION] Smart growth[MISSION] through more effective investments in education, research
and innovation
[VISION] Sustainable growth[MISSION] through a decisive move towards a low-carbon economy
[VISION] Inclusive growth[MISSION] through job creation and poverty reduction
The Digital Agenda Europe (DAE) contains 4 PILARS and 13 GOALS:
The Europe 2020 strategy
The Europe 2020 strategy – 4 Pilars
The 4 pillars of the Action Plan
Improving efficiency and effectiveness of administrations
Empowering citizens and businesses
Provide key enablers and preconditions
Strengthening the Internal Market
The Digital Agenda Europe (DAE) contains 13 specific GOALS:1. The entire EU to be covered by broadband by 2013.2. The entire EU to be covered by broadband above 30 Mbps by 20203. 50 % of the EU to subscribe to broadband above 100 Mbps by 20204. 50 % of the population to buy online by 20155. 20 % of the population to buy online cross-border by 20156. 33 % of SMEs to make online sales by 201557. The difference between roaming and national tariffs to approach zero by 20158. To increase regular internet usage from 60 % to 75 % by 2015, and from 41 % to 60 % among
disadvantaged people.9. To halve the proportion of the population that has never used the internet from 30 % to 15 % by
201510. 50 % of citizens to use e-Government by 2015, with more than half returning completed forms11. All key cross-border public services, to be agreed by Member States in 2011, to be available
online by 201512. To double public investment in ICT R&D to € 11 bn by 202013. To reduce energy use of lighting by 20% by 2020
The Europe 2020 strategy – 13 Goals