Measuring and evaluating egovernment performance in the Arab World

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Measuring and evaluating e-government
performance in the Arab World

• 3rd meeting of working group 2 on the
  e-government and administrative simplification
• Dubai, UAE 12-13 March 2007

Dr. Ehab M. Moustafa Principal Lead
Consultant InterCan Development Company Ltd.
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Agenda

• Issues to address
• Definitions
• Scope
• The problem
• Observations
• Conclusions

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Issues to address

• Why governments need to measure and evaluate
  e-government?
• prioritise actions,
• justify investments,
• assess impacts
• What are the challenges that governments have to
  face in measuring and evaluating e-government
  progress?
• lack of evaluation culture,
• poor evaluation skills,
• measurement problems

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Governance Government

• Governance is the processes of governing (The
  function)
• Government is established to administer these
  processes and systems (the Mechanisms through
  which we are governed)

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Governance Model

• To govern is to
• Set policies
• Regulate how these policies are implemented
• Serving society rendering services to your
  constituency

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What the e in eGovernment means?

• e-Government more efficient and effective
  government

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The new face of governance

• Globalization forces governments to compete
• Constituencies demanding for better governance
• Governing with customer focused philosophy
• Change in governance culture

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survivors

• The species that survived were not the most
  intelligent (or strongest) they were the most
  adaptable to change
• Charles Darwin

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Stages of service delivery in eGovernment
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e-Government Strategic Goals (versions)

• In 1990s
• was to make the Federal government more
  results-oriented (effective), efficient and
  citizen-centered.
• In 2000s
• Reinventing the way we do business, more
  interactive and transactional (but keeping basic
  structures of government unchanged!!!!)
• Next decade
• Dramatic changes to the government we know, more
  direct participation of the constituency and
  empowering CS to create the Information Society

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e-Gov Evolution
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Citizen Centric Government
Redesigned Service
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The Tripartite
Civil Society
e
State
Business Sector
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The 10 Golden Questions

• 1. Why are we pursuing e-government?
• 2 Do we have a clear vision and priorities for
  e-government?
• 3. What kind of e-government are we ready for?
• 4. Is there enough political will to lead the
  e-government effort?
• 5. Are we selecting e-government projects in the
  best way?
• 6. How should we plan and manage e-government
  projects?
• 7. How will we overcome resistance from within
  the government?
• 8. How will we measure and communicate progress?
  How will we know if we are failing?
• 9. What should our relationship be with the
  private sector?
• 10. How can e-government improve citizen
  participation in public affairs?

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Back to Governance and e-Government
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Good Governance

• Good governance has 8 major characteristics, they
  are
• participatory,
• consensus oriented,
• accountable,
• transparent,
• responsive,
• effective and efficient,
• equitable and inclusive, and
• follows the rule of law

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Its about knowledge
Context Independence

• Better governance is about better policy and
  decisions making
• The key to a GOOD governance is knowledge.

wisdom
Understanding Principals
Knowledge
Understanding Patterns
Information
Understanding relations
Understanding
Data
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Efficient Governance

• The aim of e-government initiative is to provide
  efficient government management of information to
  the citizen better service delivery to citizens
  and empowerment of the people through access to
  information and participation in public policy
  decision-making.

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4 Perspectives
Citizen Perspective
Government Perspective
Civil Society Perspective
Business perspective
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Citizen Centric e-Gov Architecture
E - Services
G2C
G2E
G2G
G2B
Knowledge Management
Gov Knowledge Base
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Knowledge Management
Policy making
Citizen
Business Rules
Businesses
Knowledge base
Business processes
e-functions
partners
Help Desk
e-services
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QUESTION???

• ARE WE PROBING THE RIGHT INDICATORS?
• Does our dashboard contain the proper navigation
  aids?
• What these indicators are telling us?

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Strategy definition and execution
Mission and Core Values
Our desired future
Vision
Differentiating activities
Strategy
What we must do well in order to implement our
strategy.
Objectives
Civil Serv. Learning
Internal Processes
Citizen
Financial
How strategic success is measured and tracked.
Measures
Internal Processes
Civil Serv. Learning
Citizen
Financial
Initiatives
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Balanced Progress Measurement
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Move from the stakeholders perspective

• G2C G2B G2E G2G
• e.g. G2C
• Inclusion
• Access 10 steps scale to achieve full access
• Organization
• Legal
• Services
• willingness

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G2C inclusion progress radar
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Challenges for the Future

• Building Governance Capacity
• The three major domains of governance - the
  state, the private sector and civil society -
  must address new cross-cutting issues in a
  complex and uncertain era of political and
  economic globalization.

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The Arabs Knowledge Society

• The status of Arab knowledge at the beginning of
  the 21st century, despite the presence of
  significant human capital in the region, the
  report concluded that disabling constraints
  hamper the acquisition, diffusion and production
  of knowledge in Arab societies. This human
  capital, under more promising conditions, could
  offer a substantial base for an Arab knowledge
  renaissance. Its closing section puts forward a
  strategic vision for creating knowledge societies
  in the Arab world based on five pillars
  Guaranteeing key freedoms Disseminating quality
  education Embedding science Shifting towards
  knowledge based production and Developing an
  enlightened Arab knowledge model.
• The UNDP Arab Human Development Report - 2003

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Suggestions Recommendations

• Strategies the 4 perspectives for all
• Establish a work group to develop the balanced
  progress indicators and agree with the
  stakeholders on the measures and mechanisms of
  deployment and reporting.
• Encourage the creation of national Forums network
  that will be responsible of measuring and
  reporting the progress.