E-Government

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E-Government
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Reinventing Government
Only 20 use Web sites of countries report
November 5, 2003 Most of the world's nations
have their own Web sites, but only 20 percent of
people with Internet access use them, according
to a UN report released Tuesday
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Reinventing Government
U.N. More governments using the Web, but goal of
'Internet democracy' remains elusive
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Reinventing Government
Australia 3rd for e-government November 5,
2003 Report - E-Government at the Crossroads - UN
World Public Sector Report The United States led
the rankings of e-government ''readiness,'' or
the amount of information, services and products
offered over the Internet combined with the
infrastructure -- such as telephones, computers
and Internet connections -- needed to access
them. Sweden ranked second, followed by
Australia, Denmark, Great Britain, Canada,
Norway, Switzerland, Germany and Finland
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2003 Overall eGovernment Maturity Score
Service Transformation
71.34
Canada
Singapore, United States, Denmark, Australia,
Finland, United Kingdom, Belgium, Germany,
Ireland, France
Mature Delivery
53.06
Service Availability
The Netherlands, Spain, Japan, Norway, Italy,
Malaysia
39.00
Basic Capability
24.09
Mexico, Portugal, Brazil, South Africa
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Penetration of online government services
Canada recorded the highest level of penetration
of e-government services. Followed by Australia
32 Hong Kong 24 France 23
39 of Canadian home Internet users were
estimated to have accessed government services
online.
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e-government Preparedness
 Score US 61 Canada 60.5 Australia 53.5 Hong Kong
53 UK 50.5 Germany 49 Sweden 49 France 47 Netherl
ands 46.5 Spain 44 Japan 41.5 Italy 39
US, Canada and Australia are performing well
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GOL Strategy

• 200 key client services targeted for electronic
  delivery
• Build a common infrastructure authentication,
  security, robustness, network departments/agencies
  in support of integrated service delivery
• Update policy/standard regime
• Ability to measure citizen/business expectations
  and satisfaction
• A corporate approach to human resources

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Connecting with Canadians Three Gateways

• Overall Canada Site
• Canadians Gateway
• Non-Canadians
• Canadian Business
• Provides access to 450 Web sites
• Pathfinder Projects

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The Government On-Line Advisory Panel

• 2nd Report, Transforming Government to Serve
  Canadians Better (December 2002)
• We urge the government of Canada to take
  immediate action to change the way it operates,
  in order to meet the increasing demands and
  changing needs of Canadians for government
  services.
• Engage Citizens fully in governance process
• Revitalize Parliament
• Get all stakeholders engaged in transforming
  services
• Reform inner workings of government
• Recruit, develop and retain public servants

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Putting things in context

• Australia
• Subsequent to meeting the Prime Ministers
  commitment that all appropriate services be
  provided online by 2001, the Commonwealth is
  moving from the Government Online phase to
  E-government.
•  
• Canada
• GOL Canadas new Prime Minister Paul Martin
  announces Government On Line is transferred to
  Public Works from Treasury Board Secretariat
  Corporate CIO Branch under Public Service
  Rearrangement and Transfer of Duties Act
• GOL Analysis
• Gateways and Clusters
• GOL Assistant Secretarys Office
• Service Delivery Improvement Division
• Secure Channel Client Engagement Secure
  Channel
• Project Management Office
• Organizational Readiness Division
• Communications and Public Relations.

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So whats going on with Canada?

• Functions and mandate of the Treasury Board
  Secretariat
• were amended on December 12, 2003.
• TBS is now tasked with providing advice and
  support to
• Treasury Board Ministers in their role of
  ensuring value for
• money as well as providing oversight of
  the financial
• management functions in departments and
  agencies.
• Secretariat also plays a key role in
  supporting the activities
• of the Expenditure Review Committee of
  Cabinet.

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Citizen-centred approach recognizes that
citizens are not only individuals, but also
individuals in context. Government of Canada
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Real Service Transformation
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Organizational Transformation -the Case of
IBM IBM underwent a significant transformation
between 1992 and 2001 that centralized
distributed functions and created shared services
across business units.For example, the number
of financial data centres was dropped from 68 to
8, key applications decreased in number from 145
to 55, and the days for accounting close dropped
from 18 to 7. As a result, expenses for this
business component decreased from 2.1 billion,
or 3.2 percent of revenue, to 1.5 billion, or
1.5 percent of revenue. Similarly, IBM reduced
its overall number of CIOs from 128 unit and
geographic CIOs to one corporate CIO, its host
data centres from 155 to 11, the number of Web
hosting centres from 80 to 7, and the number of
total applications from 16,000 to 5,200. Source
IBM Canada
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• Treasury Board Secretariat
• 2001 internal study found
• a) 24 federal government departments and
  agencies, operating 130 different call centres,
  served by 5000 workstations and employing up to
  6000 agents at peak periods, at a total cost of
  180 M per year.
• b) no consistency in the operation of these
  different call centres and a broad range of
  service standards.
• c) independent consulting firm, benchmarked
  operations of federal government call centres
  against global leading practice, concluded
• need for better technology integration,
  improved training
• workforce management
• opportunities for improved efficiency and
  effectiveness through
• focused consolidation of small centres into
  larger units.

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Provincial Service Delivery Excellence

• History Lesson
• Canada is about federal-provincial diplomacy as
  intergovernmental relations are about
  sovereignty.
•  
• Ottawa the Feds, enjoy the right to raise money
  by any system of taxation and act as Canadas
  regulatory body.
•  
• Provinces are limited to direct taxation within
  the province. Hence, e-government services are
  delivered, by law, through the provinces if it
  centers on education, health, business,
  transportation, policing, justice. In these areas
  The Province of Ontario is a world leader.
•  
• Exclusive provincial powers are over local works
  and undertakings Education, Health, Justice
• Canada has eleven governments not including city
  governments.

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Provincial Service Delivery Excellence

• Click here to begin video

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Problems in Moving Towards Citizen-Centered
Programs and Services

• Privacy and Security Issues
• Canadians want access to their own information
• Very low levels of Awareness of their
  legislated privacy rights
• 65 of Canadians support ID cardswe have no
  such card
• 70 would support biometric information on a
  national ID card
• Only 42 approve e-voting
• More effort needed to market e-services

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Where the Private Sector might Play

• Lac Carling Using a 3rd party to create a forum
  to advance the e-government agenda for Canada
• Help advance work on specific deliverables
• Continue to build relationships
• Reflect on emerging issues regarding
  e-governance
• Continue to communicate and share information
  and lessons
• learned in all jurisdictions
• Continue to assist strategic councils and
  institutions in
• advancing work on key components of
  e-government that
• require inter-jurisdictional co-operation

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Lac Carling 2004 Working Together to Transform
Public Services Their Delivery

• What is it?
• Its a dialogue in a non-territorial,
  non-threatening environment about
• Information, Authorization, Authentication
• Privacy and Security
• Fostering inter-jurisdictional Collaboration
• Political Engagement
• Citizen Engagement

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Conclusions

• E-government and citizen-centric services,
  need
• strong leadership from the very highest
  levels of
• government.
• Greatest challenge is achieving
  client-centered
• services that remain seamless between
  governments
• Change resides in HR management that needs to
  be
• the foundation to reinventing government

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Contact Information

• Please send your inquiries to
• Fawn Annan
• Group Publisher
• Government Division
• IT World Canada Inc.
• fannan_at_itworldcanada.com