Government 2.0: Next Stage of eTransformation in Public Administration

1. Government 2.0: Next Stage of eTransformation in Public Administration Oleg Petrov, Program Coordinator, e-Development Thematic Group, Global ICT Department, The World Bank E-Transformation for Competitiveness and Growth Minsk, Belarus, 30 June 2010

2. ICT as a Critical Enabler for Govt Transformation • No reform strategy can ignore the role of ICT today • Public sector reformstrategy, which does not take fully into account the digital dimension will be outdated upon arrival • e-Government needs to be an integral part of public sector/administrative reform agenda. • Private sector has been forced to adjust due to tight competition in the increasingly digital global economy • Many government agencies risk to become dinosaurs of the 21stcentury unless they do the same! • Sharing knowledge is critical to create a form of peer pressure and to avoid reinventing the wheel 2

3. E-Government Vision: Leveraging ICT to Transform Service Delivery E-government: Cost effective solutions to improve service quality India: E-services reduced bribe-payments Source: Survey of e-government projects in India, IC4D 2009 Ghana: Customs clearances went from 2 -3 weeks to 1-2 days with a 50% increase in revenue after applying IT systems. Korea: Investment of $80 million in e-procurement generated $2.7 billion in annual savings 3

4. Savings from e-Procurement in Sao Paulo, Brazil (2004) Investment recouped in 5.7 days Source: Adapted from Elena Crescia, Presentation at World Bank on ‘Measuring E-Gov impact: The Experience of Sao Paulo, Brazil’, February 9, 2006

5. Partial Failures 50% Successes 15% Total Failures 35% But ICT investments are also risky e-Government initiatives in Developing Countries • Guardian headline: “£2bn cost of government’s IT blunders” (January 5, 2008) • The Economist (Feb 18, 2008): “Although hopes have been high and the investment has been huge, so far the results have mostly been disappointing…” • Gartner Research (October 19, 2006): “On an average, $8 out of every $10 spent in IT is “dead money” – not contributing directly to business change and growth”. • Risks are high, though a lot learnt since the early days Key lesson: Smarter IT spending needed Source: Richard Heeks. 2003. “Most e-Government-for-Development Projects Fail: How Can Risks be Reduced?”. IDPM i-Government Working Paper no. 14

6. Old Model: Gov 1.0 High Costs – Limited Results Gov 1.0: Computerizing the “Brick and Mortar” (industrial age) government: • Ignoring or reinforcing organizational silos • Limited back-end integration and sharing • Limited process re-engineering that does not leverage the full power of ICT • Limited change management • Limited participation of the citizens • Limited use of Web 2.0 technologies Results: limited (as could be expected!) but many lessons learned(and we need to share them widely!)

7. New Model: Government 2.0Maximizing Transformational Impact of ICT Gov 2.0 – next-generation model of ICT-enabled govt transformation into open, participatory, citizen-driven and highly integrated government (both vertically and horizontally): • Breaking down organizational silos, creating horizontal, whole-of-govt structures, communities and practice groups • Comprehensive back-end integration and sharing corporate services and systems • Comprehensive process re-engineering that leverages fully the power of ICT (rethinking government in the information age) • Comprehensive change management (“the human factor”) • Active participation of the citizens in policy and decision-making and service design and delivery (Open Government paradigm) • Widespread use of Web 2.0 technologies, approaches and values (openness, sharing, collaboration, trust etc)

8. Key Elements of Government 2.0 Model From citizen-centric to citizen-driven approach (focus on the demand side): USA, Canada, UK e-Inclusion-for-all & Multi-channel delivery of services, e.g via mobile phones, call centers, single window centers and portals: Canada, Brazil, Australia, Korea, UK, Singapore, India, Sri Lanka Public-private partnerships: US, India, Ghana, Czech Republic, Estonia Whole-of-government perspective: Singapore, US, UK, Australia, Canada Sharing infrastructure, applications and services, including via Cloud Computing: US, Canada, UK, Australia, Korea, Japan, Denmark, New Zealand E-Leadership from the very top of Government and the growing role of CIOs as key enablers and change agents: US, UK, Singapore, Canada, Estonia, Sri Lanka, Rwanda, Korea Re-engineering/admin reform before automation: UK, USA, Canada, Singapore, Estonia Change management: Canada, UK, US, Sri Lanka Maximum openness, transparency and accountability: US, UK, Canada Secure identification: Belgium, Portugal, Estonia, Malaysia, Pakistan 8

9. The Future: The Vision of Government for the Third Millennium Service-oriented: Citizen is the Customer and Customer is the King! We need a new religion - the cult of the Citizen - in the public administration! Open and Citizen-Driven: Citizens are increasingly engaged in governance, service delivery & transformation (from e-Gov to Open Gov and to self-service government), e.g via Web 2.0 tools Joined-up: Many jurisdictions /agencies - One Government, using enterprise architecture and interoperability frameworks Ubiquitous/Mobile: Government @ your fingertips (e.g by using mobile delivery channels) Personalized/Customized: MyGov (iGoogle/OnStar model) Collaborative: Public–private joint service delivery, outsourcing, mashups, shared services & cloud computing

10. Thank you! Oleg Petrov, Program Coordinator, e-Development Thematic Group, Global ICT Department, World Bank/IFC opetrov@worldbank.org Join our mailing list: edevelopment@worldbank.org Access our knowledge base: http://www.worldbank.org/edevelopment or www.worldbank.org/ict