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Managing eGovernment Diffusion: Picto’s Experience

Managing eGovernment Diffusion: Picto’s Experience. Enrico Ferro Ph.D. Agenda. What’s PICTO? The Piedmont Region in Brief eGovernment Data Collection PICTO’s Approach to eGov Management Main Aspects considered Going Beyond Monitoring Next Steps. What is PICTO?.

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Managing eGovernment Diffusion: Picto’s Experience

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  1. Managing eGovernment Diffusion: Picto’s Experience Enrico Ferro Ph.D.

  2. Agenda • What’s PICTO? • The Piedmont Region in Brief • eGovernment Data Collection • PICTO’s Approach to eGov Management • Main Aspects considered • Going Beyond Monitoring • Next Steps

  3. What is PICTO? • Born as two international research projects: • 2002-3 Regional IST (FPV) • 2004-6 Understand (Interreg-IIIC) • In 2005 PICTO was established by Piedmont Regional Government • PICTO is the result of a collaboration among a number of public and private entities: • IRES (Research Institute owned by the Regional Government) • CSI (IT arm of the Regional Government) • CSP (Public ICT focused Research Center) • ISMB (Private ICT focused Research Center) • POLITO (Public Engineering University)

  4. The Piedmont Region • Key Figures: • 4,3 Million Inhabitants • 8 Provinces • 1206 Municipalities • 8% of National GDP • Internet Users 54% (2008) • Residential Broadband Users: 45 % (2008) Turin

  5. eGovernment Data Collection eGovernment Offer eGovernment Demand - Back Office Survey (~300 F2F) - Web survey (1206 All) - Citizen Survey (~ 2000 CATI) - Business Survey (~ 350 Quest) Enabling Technology - Broadband Infrastructure Diffusion Monitoring (TLC Operator Data & Automatic Script) - eGov back-office Services Platform (Web survey – F2F Interviews)

  6. The Approach • Systemic: acknowledges the interdependences of socioeconomic actors and diffusion phenomena • Interdisciplinary: cross sectional nature of ICTs requires a wide range of competences and conceptual lenses • Systematic: periodical and continuous data collection activities allow to study the evolution of phenomena over time • Shared: the knowledge created is available to researchers, professors, policy makers, students, professional communities, etc..

  7. Back Office Presence of IT manager Outsourcing of activities Collaboration with other PA How municipalities manage ICT Role of associations of municipalities (ALI) Services needed Role of intermunicipal collaboration Internet connection and broadband Employees using ICT (computer, internet, mail) Open source software Security ICT adoption

  8. Back Office (II) Electronic signature Authenticated mail E-Archiving Implementation of digital eAdministration Law ICT training E-learning Training

  9. Front Office Official website Standard URL (www.name.comune.it) Foreign languages translation Presence on the web Search engine and map Accessibility (Stanca Law 4/2004) Navigation tools Organization Chart E-mail for general enquires (responsiveness) Offices informations Publication of Local Laws Publication of the balance sheet & Tenders Transparency

  10. Front Office Multichannel (RSS, SMS, Call Center, etc) Opinion Polls Gov 2.0 Services Interactivity Level of sophistication (34 Services) Link to external websites Authentication Required/ Personalization Services Offered

  11. eGovernment Demand • Citizens • Access to eGov Websites • Services Used • Purpose of use • Level of satisfaction • How he/she learned about the website (google, advertizing, word of mouth, work, etc..)

  12. eGovernment Demand(II) • Business • Use of Internet for communicating with Public Administrations • Use of/ Interest in eGovernment services • Level of Satisfaction

  13. Going Beyond Monitoring • Excellence in supplydoesnotseemtohavehadany impact on take up • …And limited take up of eGovernment has hampered achievement of tangible gains • Necessity to: • Understand substitution effect • Moving from monitoring to training (Report) • Understand how to move from automation to innovation

  14. Going Beyond Monitoring • DigitalStrategies are devised at EU levelbutimplemented at Regionallevel • Desperateneedtodevelopcross-sectional policy intelligence activities on ICT • Key to: • Getindipendentassessmentofpoliciesachievements, but .. • establish a clear link betweenstudy and monitoringactivities and policy makers

  15. Next Steps • How ICT changesorganization & stakeholder governancemodels in EU Cities • ICT forgovernance & policy simulation (FP7) • Runwhatifscenariosof alternative policies • Open up the policy making processto public participation • Workingtowards a federationof ICT Observatories

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