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e-Government Principles

e-Government Principles. J Satyanarayana. Agenda. What is e-Government? Why e-Government? Issues in e-Government 7 Principles of e-Government. Essence of Good Governance. Deregulation Right-Sizing Partnership. Least Governance. Customer-centric Governance. Service-centricity

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e-Government Principles

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  1. e-Government Principles J Satyanarayana

  2. Agenda • What is e-Government? • Why e-Government? • Issues in e-Government • 7 Principles of e-Government

  3. Essence of Good Governance • Deregulation • Right-Sizing • Partnership Least Governance Customer-centric Governance • Service-centricity • Efficiency • Joined-up Government Participative Governance • Inclusion • Communication • Consultation

  4. What is e-government ? • It is the • transformation of government • to provide • Efficient • Convenient & • Transparent • Services • to • the Citizens & Businesses • through • Information & Communication Technologies

  5. What is NOT e-Government ? e-Government is not about‘e’ but aboutgovernment ! e-Government is not aboutcomputers & websites but aboutcitizens & businesses! e-Government is not abouttranslatingprocesses but abouttransformingprocesses !

  6. The Leaders USA 0.9062 Denmark 0.9058 Sweden 0.8983 U.K. 0.8777 Korea 0.8727 Australia 0.8679 Singapore 0.8503 Canada 0.8425 Finland 0.8237 Norway 0.8228 The Followers 50. Russian Federation 0.5329 65. Kazakhstan 0.4813 87. India 0. 4001 World Average 0.4267 Where does Kz stand in eGOv ? e-Government Index on a scale of 0-1; UNPAN Survey 2005

  7. What do leading nations aim in eGov? • Interactive Public Services • Public Procurement • Public Internet Access Points • Broadband Connectivity • Interoperability • Culture & Tourism • Secure G2G Communications

  8. Is e-Gov always based on Internet? NO ! The following forms are also e-Government • Telephone, Fax, Mobile • CCTV, Tracking Systems, RFID, Biometrics • Smartcards • Non-online e-Voting • TV & Radio-based delivery of public services

  9. e-Government & e-Governance • e-Government • Transformation of Government • Modernization of processes & functions • Better delivery mechanisms • Citizens are recipients • e-Governance • A decisional process • Use of ICT for wider participation of citizens • Citizens are participants

  10. Examples of e-Services – G2C • Employment Services • Vehicle Registration • Driver’s License • Passport/Visa • Agriculture • Land Record • Property Registration • Marriage Certificates • Taxes • Utility Services • Municipality Services • School Admission • Scholarships • e-Learning • Examination Results • Pensions • Insurance • Health Care • Death Certificate • Birth Certificate • Health Care

  11. Examples of e-Services – G2B • Approvals • Permissions • Returns • Taxes • Permits • Compliance Expand • Approvals • Compliance Close Operate Explore Opportunities Start-up • Approvals • Permissions • Registrations • Project Profiles • Infrastructure • State Support

  12. Benefits of e-Government

  13. Benefits to Government • Law & Policy-making • e-Government can be a catalyst for legal reform • Wider & faster dissemination of laws • Faster & better formulation of policies • Better Regulation • Registration & Licensing - speedier • Taxation – better revenues • Environmental Regulations – better compliance • Transportation & Police – more transparency • More efficient Services to Citizens & Businesses • Better Image • Cost-cutting • Better targeting of benefits • Control of corruption

  14. Benefits to Business • Increased velocity of business • E.g Tradenet of Singapore • Ease of doing business with Government • e-Procurement • Better Investment climate • Transparency

  15. Benefits to Citizens • Cost and time-savings • Certainty in getting services • Better quality of life • Ease of access of information • Added convenience – multiple delivery channels • Possibility of self-service

  16. Seven Principles of e-Government

  17. Principle # 1 e-Government is about Transformation

  18. Proportion of PPT in a computerization project 25% 60% 15% Process People Technology

  19. Proportion of PPT(L!) in an e-government project 5% 20% 35% 40% Process People Technology Luck

  20. Ingredients of Transformation Department Centric Approach Customer Centric Approach Process Orientation Service Orientation Output-Based Assessment Outcome-based Assessment Departmental View Integrated View

  21. Issues in Transformation • Degree of Transformation • Change Management • External motivation • Following Best Practice • Engaging Consultants • Top Management Support • Awareness & Communication

  22. Principle # 2 e-Government requires A Holistic Approach

  23. Resource Management Change Management Procurement Management Program Management Technology Management Knowledge Management Process Reform Management 7 Areas of Management

  24. The Four Pillars of eGov e-Government People Process Technology Resources

  25. Connectivity Capital Capacity Citizen Interface Content Cyberlaw 6C Model of Implementation 6C Model

  26. Internet Backend Systems + BPR Infrastructure Service Centre People Front-end Systems Right balance between Front-end & Backend Foundation Results Front-end Vs. Backend

  27. Issues in adopting a holistic approach • Lack of appreciation of the need for holistic approach • Complexity in Project Development • Time-taking • 5-8% additionality in overall project costs • Lack of expertise in adopting holistic approach • Lack of patience

  28. Principle # 3 e-Government requires us to overcome A Number of Challenges

  29. 1 PROCESS 2PEOPLE • Lack of Process Models • Status Quo-ism • Poor Legal Frameworks • Complex Procurement • Lack of Political Will • Official Apathy • Shortage of Champions • Lack of Skills in Govt 4 RESOURCES 3 TECHNOLGY • Budget Constraints • Disinterest of Pvt Sector • Lack Project Mgt Skills • Lack of Architectures • Lack of Standards • Poor Communication • Infrastructure • Hardware-approach The Challenges

  30. Principle # 4 e-Government needs A Systematic Approach through EGRM

  31. Failing to Plan means… Planning to Fail !

  32. What is an eGov Roadmap ? • A set of comprehensive documents that • provide a vision • indicate a direction • set a pace • create a set of methodologies • lay down priorities • enable resource mobilization • facilitate adoption of holistic approach … in implementing e-Government

  33. Why should we develop EGRM? • To align e-Gov efforts along the development priorities of the State • To ensure systematic approach in implementation • To ensure optimal utilization of scarce resources • To move away from champion-led approach to an institutionalized approach in e-Gov • Projects don’t happen by ACCIDENT any longer, but by design • To achieve a high success rate

  34. Vision Strategy Blueprint Program Ecosystem The e-Governance Roadmap…

  35. Example of EGRM for a State Mining CT Group Applications G2B Single Window Works Management Env & Forest Health Service Delivery Infrastructure • Core Policies • Security • Standards • Capacity Building • PPP • Service Delivery • Language • Core • Infrastructure • SWAN • Data Centre • Gateway • e-Payment • Call Centre Project Management Welfare • Core • Applications • HRMS • IFMS • e-Procurement • GIS • Workflow • Portal +RTI • Citizen ID AgriPortal Rural CSCs Urban CSCs Land Online EduSat EduPortal Rural Devpt e-Learning Urban Devpt

  36. Principle # 5 e-Government necessitates Change Management

  37. What is Change Management? Change Management is about managing people in a changing environment so that business changes are successful and the desired business results are realized.

  38. 7 guiding principles of Chg Mgt • Senders & Receivers of communications must be in Sync • Assess the levels of resistance & comfort • Authority for change must be sufficient & continuous • Value systems in the organization should support Chg Mgt • Change should be of right quantum • The ‘right’ answer is not enough • Change is a process and not an event.

  39. The ADKAR Model • Awareness of Change • Desire to Change • Knowledge of Skills • Ability to apply Knowledge • Reinforcement to Sustain Change

  40. Principle # 6 e-Government necessitates Capacity Building

  41. Hierarchy of Capacity Needs • Policy Formulation • Committing Resources • Taking hard decisions Leadership & Vision • Preparing Roadmaps • Prioritization • Frameworks, Guidelines Program Development • Monitoring Progress • Inter-agency Collaboration • Funds Management • Capacity Management Program Management • Conceptualization • Architecture • Definition (RFP, SLA…) Project Development • Bid Process Management • Project Monitoring • Quality Assurance Project Management

  42. Principle # 7 e-Government needs Top Level Sponsorship

  43. Role of Leadership • Becoming Champions of e-Government • to achieve change of mindset • to create an environment for innovation • to provide adequate resources • Removing Barriers • to overcome employee resistance • to achieve cross-agency coordination • to create confidence in private sector to partner government • Taking Hard Decisions • to take the risks inherent in e-Government • to achieve effective Government Process Re-engineering • Articulating the needs of citizens & businesses

  44. Value of Zero !! 1 Leadership & vision Resources Management HRD Infrastructure 0 0 0 ,0 ,0 0 0 Technology GPR Partnership

  45. Thank You ceo@nisg.org

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