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E-Governance for Improved Service Delivery Free State SMS Conference 30 August 2007 Pattie Tlagadi

2. OUTLINE. Definitione-Governance ModelE-Governance GoalsE-Governance ComponentsBenefits of E-GovernanceImplementation Areas of e-GovernanceChallengesExamples. 3. "Good governance is perhaps the single most important factor in eradicating poverty and promoting development."

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E-Governance for Improved Service Delivery Free State SMS Conference 30 August 2007 Pattie Tlagadi

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    1. E-Governance for Improved Service Delivery Free State SMS Conference 30 August 2007 Pattie Tlagadi

    2. 2 OUTLINE Definition e-Governance Model E-Governance Goals E-Governance Components Benefits of E-Governance Implementation Areas of e-Governance Challenges Examples

    3. 3

    4. 4 Definition e-Governance is the public sectors use of information and communication technologies with the aim of improving information and service delivery, encouraging citizen participation in the decision-making process and making government more accountable, transparent and effective

    5. 5 Definition .cont E-Governance involves new styles of leadership, new ways of debating and deciding policy and investment, new ways of accessing education, new ways of listening to citizens and new ways of organising and delivering information and services.

    6. 6 Definition .cont. Typically, this would mean web-enabled applications, but e-Governance would also cater to automated applications for the government sector, which helps in achieving SMART governance which some define as - Simple Moral Accountable Responsive and Transparent Governance

    7. 7 E-Governance Model

    8. 8 E-Governance Model.cont Phase 1: Information In the first phase e-governance means being present on the web, providing the external public (G2C and G2B) with relevant information. The format of the first government websites is similar to that of a brochure or leaflet. The value to the public is that government information is publicly accessible; processes are described and thus become more transparent, which improves democracy and service.

    9. 9 E-Governance Model.cont Phase 2: Interaction In the second phase the interaction between government and the public (G2C and G2B) is stimulated with various applications. People can ask questions via e-mail, use search engines for information and are able to download all sorts of forms and documents. These functionalities save time. In fact the complete intake of (simple) applications can be done online 24/7. Normally this would have only been possible at a counter during opening hours.

    10. 10 E-Governance Model.cont Phase 3: Transaction With phase three the complexity of the technology is increasing, but customer (G2C and G2B) value will also be higher. Complete transactions can be done without going to an office. Examples of online services are filing income tax, filing property tax, extending/renewal of licenses, visa and passports and online voting. Phase three is mainly complex because of security and personalization issues e.g., digital (electronic) signatures are necessary to enable legal transfer of services. On the business side the government is starting with e-procurement applications.

    11. 11 E-Governance Model.cont Phase 4: Transformation The fourth phase is the transformation phase in which all information systems are integrated and the public can get G2C and G2B services at one (virtual) counter. One single point of contact for all services is the ultimate goal. The complex aspect in reaching this goal is mainly on the internal side, e.g. the necessity to drastically change culture, processes and responsibilities within the government institution (G2G). Government employees in different departments have to work together in a smooth and seamless way.

    12. 12 E-Governance Goals Improve the internal organisational processes of governments Provide better information and service delivery Increase government transparency in order to reduce corruption Reinforce political credibility and accountability Promote democratic practices through public participation and consultation

    13. 13 Components of e-Governance Government to Government (G2G) Government to Citizen (G2C) Government to Business (G2B)

    14. 14 Components of e-Governance..cont

    15. 15 Benefits of e-Governance Efficiency gains : Governance that is cheaper: producing the same outputs at lower total cost. Governance that does more: producing more outputs at the same total cost. Governance that is quicker: producing the same outputs at the same total cost in less time. Effectiveness gains: Governance that works better: producing the same outputs at the same total cost in the same time, but to a higher quality standard. Governance that is innovative: producing new outputs.

    16. 16 Impact of Technology 24/7 Service Model Systems and processes have to be adapted to a completely new service model. Processes are made self-service and even in the middle of the night a citizen should get an immediate (automated) response about the status of the application. IT Department With the implementation of e-governance IT will become more and more important in government operations. The need for a professional IT department will inevitable increase, not only during implementation, but also for maintenance of software, hardware and infrastructure.

    17. 17 Impact of Technologycont Need for Content Websites consist of content (information). Governments will have to collect (buy), produce and update content daily. In phase 1 content will be static, but in phase 2 content will be changing every day. Content managers in each (large) department are responsible for the information on the website.

    18. 18 Implementation Areas of e-Governance e-administration- refers to improving of government processes and of the internal workings of the public sector with new ICT-executed information processes. e-services- refers to improved delivery of public services to citizens. Some examples of interactive services are: requests for public documents, requests for legal documents and certificates, issuing permits and licenses. e-democracy- implies greater and more active citizen participation and involvement enabled by ICTs in the decision-making process

    19. 19 Implementation Approach of e-Governance

    20. 20 Implementation Approach of e-Governance..cont Vision: E-governance Policy Before starting with projects a commonly accepted vision is required. What is the goal that should be achieved with e-governance implementations?

    21. 21 Implementation Approach of e-Governance..cont Strategy: Framework for Action The strategy consists of plans that translate the vision into practical projects.

    22. 22 Challenges Insufficient Telecoms Infrastructure Unaffordable Internet Services Limited ICT Human Capacity Funding e-governance is capital intensive Legal Framework that supports and recognizes digital communication

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    24. KE A LEBOHA THANK YOU

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