e-Governmente-Government

Situating CanadaSituating Canada

Maturity of e-Government Maturity of e-Government DeliveryDeliverye-government maturity (Accenture)e-government maturity (Accenture)

– service maturityservice maturitybreadth of servicebreadth of service

– what proportion of services offered onlinewhat proportion of services offered onlinedepth of servicedepth of service

– publishpublish• passive/passivepassive/passive

– interactiveinteractive• active/passiveactive/passive

– transactivetransactive• active/activeactive/active

Maturity of e-Government Maturity of e-Government DeliveryDeliverye-government maturitye-government maturity

– service maturityservice maturity– delivery maturitydelivery maturity

very low value addedvery low value added– little evidence of coordinated development little evidence of coordinated development

between agenciesbetween agencies low value addedlow value added

– single points of access, customer relationship single points of access, customer relationship management techniques, customer focused management techniques, customer focused websiteswebsites

– development is fragmenteddevelopment is fragmented

Maturity of e-Government Maturity of e-Government DeliveryDeliverye-government maturitye-government maturity

– service maturityservice maturity– delivery maturitydelivery maturity

marginal value-addedmarginal value-added– progress being made to make gov’t web presence progress being made to make gov’t web presence

more sophisticated but still at a rudimentary stagemore sophisticated but still at a rudimentary stagemoderate value-addedmoderate value-added

– good potential shown in developing a good potential shown in developing a sophisticated Whole of Government customer-sophisticated Whole of Government customer-focused web presencefocused web presence

Assessing the Trend...Assessing the Trend... ““Canada is one of the pioneers of e-government and an early Canada is one of the pioneers of e-government and an early

adopter of Internet technology.”adopter of Internet technology.”UK Central IT Unit, 2000.UK Central IT Unit, 2000.

““Canada is aiming to become the most connected nation in Canada is aiming to become the most connected nation in the world with all key government services fully on-line by the world with all key government services fully on-line by 2004.” 2004.” UK Central IT Unit, 2000.UK Central IT Unit, 2000.

““Canada is already one of the most connected nations in the Canada is already one of the most connected nations in the world.” world.” UK Central IT Unit, 2000.UK Central IT Unit, 2000.

““Canada has long been an exemplar of electronic service Canada has long been an exemplar of electronic service delivery.” delivery.” UK Central IT Unit, 2000UK Central IT Unit, 2000

Assessing the Trend...Assessing the Trend...

““Is there a trend towards e-government? I think Is there a trend towards e-government? I think there is. Is it a strong trend? I wouldn’t say so. there is. Is it a strong trend? I wouldn’t say so. What we’re seeing is the beginning, and we have a What we’re seeing is the beginning, and we have a long way to go.”long way to go.” Tony GrantTony Grant

Managing Managing PartnerPartner Andersen Andersen ConsultingConsulting

how far e-government goes will depend in part on the how far e-government goes will depend in part on the motivation (drivers) of e-government adoptionmotivation (drivers) of e-government adoption

Motivation of GovernmentMotivation of Government

demands from citizensdemands from citizens efficiency and effectivenessefficiency and effectiveness

– gov’t will be smarter and faster as a result of sharing gov’t will be smarter and faster as a result of sharing information across departmental boundariesinformation across departmental boundaries

– HOWEVER...HOWEVER... large up-front investmentlarge up-front investment costs to be firstcosts to be first

– bear greater riskbear greater risk

– obsolete technology which was initially more obsolete technology which was initially more expensiveexpensive

Motivation of GovernmentMotivation of Government

citizen demandscitizen demandsefficiency and effectivenessefficiency and effectivenesscost-savingscost-savingspolitical support for e-government strategypolitical support for e-government strategy

– ““Around the world, governments are Around the world, governments are committing to deliver services on-line as a committing to deliver services on-line as a policy imperative, not based on dollars-and-policy imperative, not based on dollars-and-cents benefit calculation.”cents benefit calculation.” PWC PWC 20012001

Motivation of GovernmentMotivation of Government

““We will make the information and knowledge We will make the information and knowledge infrastructure accessible to all Canadians by the infrastructure accessible to all Canadians by the year 2000, thereby making Canada the most year 2000, thereby making Canada the most connected nation in the world. This will provide connected nation in the world. This will provide individuals, schools, libraries, small and large individuals, schools, libraries, small and large businesses, rural and Aboriginal communities, businesses, rural and Aboriginal communities, public institutions, and all levels of government public institutions, and all levels of government with new opportunities for learning, interacting, with new opportunities for learning, interacting, transacting business and developing their social transacting business and developing their social and economic potential.”and economic potential.” Throne Speech 1997Throne Speech 1997

Motivation of GovernmentsMotivation of Governments

““The Government will become a model The Government will become a model user of information technology and the user of information technology and the Internet. By 2004, our goal is to be known Internet. By 2004, our goal is to be known around the world as the government most around the world as the government most connected to its citizens, with Canadians connected to its citizens, with Canadians able to access all government information able to access all government information and services on-line at the time and place of and services on-line at the time and place of their choosing.”their choosing.”

Throne Speech 1999Throne Speech 1999

Motivation of GovernmentMotivation of Government

““Improving Canada’s information infrastructure will Improving Canada’s information infrastructure will support the exchange of ideas and the conduct of business support the exchange of ideas and the conduct of business over computer networks, connect Canadians to the over computer networks, connect Canadians to the information highway, and accelerate the adoption of information highway, and accelerate the adoption of electronic commerce. The Government will take steps to electronic commerce. The Government will take steps to make Canada a centre of excellence for electronic make Canada a centre of excellence for electronic commerce and encourage its use throughout the economy; commerce and encourage its use throughout the economy; re-introduce legislation to protect personal and business re-introduce legislation to protect personal and business information in the digital world and to recognize information in the digital world and to recognize electronic signatures; and provide increased access to electronic signatures; and provide increased access to high-speed Internet service for classrooms and high-speed Internet service for classrooms and libraries…”libraries…” Throne Speech 1999 Throne Speech 1999

Motivation of GovernmentMotivation of Government

citizen demandscitizen demandsefficiency and effectivenessefficiency and effectivenesscost-savingscost-savingspolitical support for e-government strategypolitical support for e-government strategy

– developing social potentialdeveloping social potential– e-democracye-democracy– economic development strategyeconomic development strategy

model usermodel user

e-Government e-Government Policy in CanadaPolicy in Canada

Government On-LineGovernment On-Line– ““commitment to make the Government of Canada commitment to make the Government of Canada

the most electronically connected government in the most electronically connected government in the world to its citizens by 2004 and provide the world to its citizens by 2004 and provide Canadians with electronic access to federal Canadians with electronic access to federal information and services.”information and services.”

– including...including... one-stop access pointsone-stop access points information organized by theme or type of activityinformation organized by theme or type of activity

e-Government e-Government Policy in CanadaPolicy in Canada

Government On-Line CommitmentsGovernment On-Line Commitments– choicechoice

e-services will “complement, not replace, other options”e-services will “complement, not replace, other options” e-services to expand range of choice (in-person, telephone, e-services to expand range of choice (in-person, telephone,

mail)mail)

– privacyprivacy how government uses information (protected from how government uses information (protected from

unauthorized use and disclosure)unauthorized use and disclosure) securitysecurity

– accessibilityaccessibility ensuring Internet access for all Canadians who want itensuring Internet access for all Canadians who want it Connecting CanadiansConnecting Canadians

e-Government e-Government Policy in CanadaPolicy in Canada

Government On-Line strategyGovernment On-Line strategy– servicesservices

traditionally designed from the inside outtraditionally designed from the inside out greater emphasis on designing from the outside in greater emphasis on designing from the outside in

(seamless access)(seamless access)

– technological infrastructuretechnological infrastructure capacity to handle greatly increased transactioncapacity to handle greatly increased transaction securitysecurity

– peoplepeople preparing the public service at all levels for e-service preparing the public service at all levels for e-service

deliverydelivery IT recruitingIT recruiting

e-Government e-Government Policy in CanadaPolicy in CanadaGovernment On-Line – Looking ForwardGovernment On-Line – Looking Forward

– live on-line (real time) support serviceslive on-line (real time) support services– applying for benefits on-lineapplying for benefits on-line

EI, Child Tax Credit, veteran’s allowancesEI, Child Tax Credit, veteran’s allowances

– filing taxes on-linefiling taxes on-line personal, corporatepersonal, corporate

– on-line passport renewalson-line passport renewals– on-line National Park reservationson-line National Park reservations– one stop access points (or portals) with information one stop access points (or portals) with information

and services organized according to activity/needsand services organized according to activity/needs seniors, consumers, small businessseniors, consumers, small business

e-Government – Potential Usese-Government – Potential Uses

e-informatione-services (basic)

e-services (advanced)

e-input (from citizens)

e-democracy

Canada 2001Canada 2001 Canada 2004Canada 2004

e-Government e-Government Policy in CanadaPolicy in CanadaGovernment On-Line – Government On-Line – e-democracye-democracy??

– ““The on-line channel can create opportunities for The on-line channel can create opportunities for enhanced citizen engagement.”enhanced citizen engagement.”

– ““...exciting potential for greater citizen ...exciting potential for greater citizen involvement in public policy-making, and greater involvement in public policy-making, and greater responsiveness from public figures and responsiveness from public figures and institutions.”institutions.”

– howeverhowever...... no systematic discussion of citizen input (prospects no systematic discussion of citizen input (prospects

and perils)and perils) does not outline any concrete examples of any does not outline any concrete examples of any

expected increased citizen input through ITexpected increased citizen input through IT

The Crossing Boundaries ProjectThe Crossing Boundaries Projectconcern with treating e-government as e-concern with treating e-government as e-

services (in contrast to Gov’t On-Line services (in contrast to Gov’t On-Line initiative)initiative)– ““Democratic government is about more than the Democratic government is about more than the

delivery of services. [...] Thinking of e-delivery of services. [...] Thinking of e-government mainly as a tool for better service government mainly as a tool for better service delivery could have serious consequences for delivery could have serious consequences for governance and democracy.”governance and democracy.”

– Why??Why??

The Crossing Boundaries ProjectThe Crossing Boundaries Projectconcern with treating e-government as e-concern with treating e-government as e-

services (in contrast to Gov’t On-Line services (in contrast to Gov’t On-Line initiative)initiative)– lost potential – potential is for more than serviceslost potential – potential is for more than services

assumes that this is good (which is an open question)assumes that this is good (which is an open question)

– unintended (and unplanned) developmentunintended (and unplanned) development changes in service delivery have effects on other changes in service delivery have effects on other

values and interactions in other parts of the systemvalues and interactions in other parts of the system provision of elements of e-government drives demand provision of elements of e-government drives demand

for other elementsfor other elements

The Crossing Boundaries ProjectThe Crossing Boundaries Projectconcern with treating e-government as e-concern with treating e-government as e-

servicesservices– lost potential – potential is for more than serviceslost potential – potential is for more than services

assumes that this is good (which is an open question)assumes that this is good (which is an open question)

– unintended (and unplanned) developmentunintended (and unplanned) development do not want to arrive at e-democracy without having do not want to arrive at e-democracy without having

considered what we want it to look likeconsidered what we want it to look like we have to consider the long-term implications for we have to consider the long-term implications for

democracy democracy nownow