Public Reform Trends
UNESCAP
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Session 6:
E-Government
E-Government
UN07102003-1
References
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Public Sector Reforms
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World Public Sector Report 2003: E-Government at the
Crossroads, United Nations, Department of Economic and
Social Affairs, 2003.
The E-Government Handbook for Developing Countries,
infoDev and The Center for Democracy & Technology,
November 2002.
James S.L. Yong and Lim Hiap Koon, “e-Government:
Enabling Public Sector Reform,” Chapter 1 of EGovernment in Asia, J. Yong, ed., Times Editions,
Singapore, 2003.
UN07102003-2
E-Government
Public Sector Reform
E-Government
Productivity Enhancement – trying to
be more efficient, to provide more
services without having the need to
increase taxes. Review of key
processes, eliminating and streamlining
wherever possible
Public Sector Reform
UNESCAP
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UNESCAP
E-Government
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Over the past two decades, a series of
initiatives to transform government
processes, “reinvent the government”,
create the “new public management
(NPM)” or set up “Government 2.0” has
been widely discussed and selectively
adopted in an attempt to address
perceived shortcomings and generally
make government “work better”.
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Market Alignment – assumption is that
public sector organization would be
more efficient and effective if it were
more like a private sector entity: use
of market-style strategies and
incentives to drive public policy,
privatization
E-Government
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UNESCAP
UNESCAP
UNESCAP
Service Orientation – to make
government more customer-friendly
and service-conscious. Instead of
being government agency centric,
move towards citizen-centric
Decentralization – breaking up the
bureaucracy, empowering smaller
agencies
E-Government
1
Public Sector Reform
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Separation of Policymaking an Service
Delivery – eliminates a potential conflict
on intentions and improves policymaking
and monitoring. Easier to make the
service delivery part more efficient
Accountability – shift in focus from
processes and structures to outputs and
outcomes; accountable to citizens and the
public
Sustainability
E-Government
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Examples of Reform
Principles
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What ICT can provide
UNESCAP
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Ultimate goal: to continuously improve the
interactions of the government, business and
citizens, so as to stimulate political, economic and
social progress of the society
Service enhancement improving reliability and
accessibility
Cost reduction
Improve effectivity and efficiency
Increased interactions between government and
citizens, encouraging citizens to be more
participative
E-Government
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UNESCAP
UNESCAP
Steering rather than rowing
Empowering rather than serving
Injecting competition into service delivery
Transforming rule-driven organizations
Funding outcomes not outputs
Meeting the needs of the public and not the
bureaucracy
Earning rather than spending
Prevention rather than cure
From hierarchy to participation and teamwork
Leveraging change through the market
E-Government
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Making government more accountable
by making its operations more
transparent and thus reducing the
opportunities for corruption; and
Providing development opportunities,
especially benefiting rural and
traditionally underserved communities.
E-Government
UNESCAP
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E-government: a government that
applies ICT to transform its internal
and external processes
E-government at its best can be viewed
as the process of creating public value
(the things that people want) with the
use of modern ICT
Should not change the role of
government; in fact, ICT use can raise
people’s expectations
E-Government
UNESCAP
UNESCAP
E-government is not a panacea. Although it can facilitate
change and create new, more efficient administrative
processes, e-government will not solve all problems of
corruption and inefficiency, nor will it overcome all
barriers to civic engagement.
Moreover, e-government does not happen just because a
government buys more computers and puts up a website.
While online service delivery can be more efficient and
less costly than other channels, cost savings and service
improvements are not automatic. E-government is a
process that requires planning, sustained dedication of
resources and political will.
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E-Government
2
E-Government Strategic
Framework
UNESCAP
UNESCAP
Government-to-Government
(G2G)
Government-to-Business
(G2B)
Government-to-Citizens
(G2C)
E-Government
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Domains of
E-Governance
E-Government
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Layne and Lee Stages
UNESCAP
Horizontal Integration
• Systems integrated
across different functions
• Real one-stop shopping
for citizens
Vertical Integration
• Local systems linked
to higher level systems
•Within smaller
functionalities
Complex
Improved Processes:
E-Administration
External Interactions
E-Society
Technical &
Organizational
Complexity
Connected Citizens:
E-Citizens & e-Services
Simple
UNESCAP
Transaction
• Services & forms online
• Working database supporting
online transactions
Catalog
• Online presence
• Catalog presentation
• Downloadable forms
Sparse
Complete
Integration
E-Government
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E-Government
Development Models
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E-Government
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Watson & Mundi Model
UNESCAP
UN-ASPA: Benchmarking eGovernment: A Global Perspective,
2001.
INITIATION:
Single-point of
access to gov’t
Efficiency
Effectiveness
Enabling web-based
payment
Informed citizens
INFUSION:
All gov’t is
electronic gov’t
Mass presentment,
review and payment
online
Open access to gov’t
informaiton
UNESCAP
CUSTOMIZATION:
One-to-one
relationship between
gov’t and citizens
Citizens have personal
profiles for all financial
transactions
Citizens can
customize relevant
information
Simple
Sparse
Complete
Integration
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E-Government
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E-Government
3
Compelling reasons for the
users of e-govt to go and stay
online
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UNESCAP
Perception of added value
Access and skills
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Recommendations:
Interact Sites
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Must be easy for the public in terms of
cost, time, effort
Privacy and security
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E-Government
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Meaningful
E-Government
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E-Government
Recommendations:
Publish Projects
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E-Government
UNESCAP
Target audiences that will have immediate use for the
online services.
Enlist the support of those who will be using the site and
address the concerns of government workers whose role
will change as a result of the innovation.
Integrate e-government with process reform, streamlining
and consolidating processes before putting them online.
Recognize that initial investments in transact systems can
pay off over time in terms of cost savings and increased
revenue.
Create a portal for transact services.
E-Government
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2003 UN Global EGovernment Survey
UNESCAP
UNESCAP
Based on two main indicators:
1. E-Government Readiness Index
Begin with a strategy to get information online, with
appropriate milestones.
Post information of value to people in their daily lives, and
emphasize local language content.
Consider a mandate that all agencies publish a specified
range of information online.
Seek attainable results using available resources.
Design sites so they are easy to maintain, and sustain
funding to ensure that information is updated regularly.
Focus on content that supports other goals, e.g. economic
development, anti-corruption, attracting foreign direct
investment.
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E-Government
Recommendations:
Transact Sites
UNESCAP
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Show citizens that their engagement matters, by
informing them of the outcomes of their online
comments.
Break down complex policy issues into easy-tounderstand components.
Be proactive about soliciting participation; use
traditional media to publicize online
consultations.
Engage citizens collaboratively in the design
phase.
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Optimizes government operations
Supports human development,
empowers people, raises human
capabilities
UNESCAP
Web measure index
„ Telecommunication Infrastructure
Index
„ Human Capital Index
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E-Government
4
Lessons learned
UNESCAP
2. E-Participation Index
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measures the willingness and ability of a
country, not only to provide relevant
information and quality services, but also to
engage citizens in a dialog (say, for service
delivery and policy making)
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E-information
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E-consultation
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E-decision making
E-Government
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ICT has become part of the political agenda
Effectiveness alone cannot constitute the goal of
e-government development; it must respond to
the public’s needs and it must be closely tied to
raising the quality of people’s lives
Government and its ICT plans cannot progress
ahead of the public, its interests and its skills; all
e-government development must take place on
people’s terms
E-Government
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Lessons learned
UNESCAP
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UNESCAP
UNESCAP
One of the main difficulties is in the
integration of back-office systems and
databases of different government
departments with the “customer interface”
– the need for an interoperability
framework
E-Government
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E-Government Readiness
Lessons Learned
UNESCAP
Human
Rank
Score
Web
Telecoms
Capacity
E-Participation
Bangladesh
159
0.165
0.092
0.004
0.40
0.017
Bhutan
161
0.157
0.035
0.015
0.42
0.017
China
74
0.416
0.332
0.116
0.80
0.069
India
87
0.373
0.522
0.027
0.57
0.259
Kazakhstan
83
0.387
0.188
0.062
0.91
0.103
Malaysia
43
0.524
0.480
0.292
0.80
0.121
130
0.268
0.319
0.006
0.48
0.138
Philippines
33
0.574
0.747
0.064
0.91
0.672
Sri Lanka
84
0.385
0.279
0.036
0.84
0.293
Thailand
56
0.446
0.380
0.117
0.84
0.103
Viet Nam
97
0.357
0.183
0.048
0.84
0.017
Nepal
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E-Government
E-Government
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UNESCAP
Main risk – the culture prevailing in
government offices; staff members are
fearful of increased control of their
work-related behavior; managers are
fearful of losing control over
information
E-Government
5
Lessons Learned
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Challenges and Opportunities of EGovernment Implementation
UNESCAP
UNESCAP
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Prior exposure to BPR and change
management help a lot
Change must encompass business
practices; e-gov applications make
sense only if they support appropriate
work processes
Training by peers more effective
Intensive must be followed by actual
extensive use
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E-Government
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Lessons Learned
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UNESCAP
Lessons Learned
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UNESCAP
Design of e-government applications
must be simple; must run on all
operating systems and browsers
Success is not a given when one
uploads the application to the Internet
Users of online services are very
difficult to attract; they must be
convinced that it is easy and
advantageous, not just because it is
something new
E-Government
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Case Studies
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UNESCAP
Networks and knowledge sharing are
crucial
Security of online connections must be
a high priority to maintain integrity of
the system and service
E-gov is costly
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E-Government
E-Government
Pilot Projects of the EGovernment Flagship
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Infrastructure Development
Law and Public Policy
Digital Divide: E-literacy, accessibility
Trust: privacy and security
Transparency
Interoperability
Records Management
Permanent Availability and Preservation
Education and Marketing
Public/Private Competition/Collaboration
Workforce Issues
Cost Structures
Benchmarking
E-Government
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UNESCAP
Electronic Services (E-Services)
Electronic Procurement (EP)
Generic Office Environment (GOE)
Human Resources Management
Information System (HRMIS)
Project Monitoring System (PMS) and
Electronic Labor Exchange (ELX)
E-Government
Malaysia
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Central Vigilance
Commission
UNESCAP
In an effort to further the idea of zero tolerance
for corruption, the CVC in India has been sharing
with citizens a large amount of information
related to corruption. The CVC website
(www.cvc.nic.in) provides practical information
on how to complain about the corrupt acts. The
website has published the names of officers
against whom investigations have been ordered
or penalties imposed for bribery. Newsweek
magazine carried an article about this effort,
calling it “e-Shame”.
India
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National Replication of EGovernance
E-Government
To facilitate knowledge sharing in e-governance by the different
government agencies and states, the E-Governance National Resource
launched the website (www.egovdatabase.gov.in) to archive and
disseminate information on e-governance applications in India. The
project enables any organization planning an IT project to instantly
ascertain whether any similar project has already been implemented
anywhere in the country. The intending implementers would then
know who the key people in similar projects are and how to contact
them. The database offers a unique opportunity to share the
knowledge resource from the existing projects both domestically and
internationally.
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E-Government
UNESCAP
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E-Government
E-Government
India
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India
India
UNESCAP
E-Government
Andhra Pradesh’s
E-Seva
UNESCAP
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UNESCAP
India
UNESCAP
Through the website www.esevaonline.com, a resident of
Andhra Pradesh can access a wide selection of online
services. The e-Seva center is a 24 x 7, one-stop shop for
32 government-to-consumer (G2C) and business-toconsumer (B2C) services. From payment of utility bills to
the issue of birth and death certificates, permits and
licenses, reservation of bus tickets and receipt of passport
applications, the e-Seva centers offer a wide range of
services under one roof. Internet services like electronic
payments, downloading of forms and government orders,
and filing of applications on the Web are also offered.
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E-Government
India
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Karnataka’s Bhoomi
UNESCAP
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E-Government
India
This project involves the computerization of
land records carried out by the Department
of Revenue in Karnataka. The record of
Rights Tenancy and Crops (RTC) plays a
vital role in the life of Indian farmers. The
records are required for establishing
ownership of land, for recording the
succession of ownership, for recording the
crop details and for obtaining loans form
India
banks.
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E-Government
UNESCAP
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E-Government
India
UNESCAP
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E-Government
India
E-Government
Korea’s E-Government
UNESCAP
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UNESCAP
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E-Government
India
UNESCAP
Korea
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Single Window eGovernment(G4C)
www.egov.go.kr
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G2B
UNESCAP
UNESCAP
The e-government single window, which provides services in the areas
that cover over 70% of all civil services -residence, real estate,
vehicle, tax, and procurement - has been established. The G4C
(government for citizen) system allows people to get information on
4,000 kinds of civil services and 393 official documents via the
government portal, ranging from census registration copies and tax
payment certificates to business registration papers, and receive them
by mail or at nearby offices.
The e-government single window has been established by the
informatization of 21 common duties of the local government offices
which include residence, vehicle, and family register, etc. The
establishment of a comprehensive administrative information system
that allows information to be shared and integrated among offices also
contributed to the services of the single window e-Government.
Korea
E-Government
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Home Tax Service
www.hometax.go.kr
UNESCAP
Korea
E-Government
UNESCAP
In answer to the inconvenience caused by submitting tax forms by post
and filing tax returns at the tax offices, the National Tax Service
System has been built enabling tax returns, electronic payment, and
electronic civil services through an online single window. It is now
possible for 105 kinds of tax related civil services such as business
registration certification and tax return registration, to be processed
online. Information on tax returns and reports can be received through
email or SMS. Also, VAT and withholding tax can be paid online. 6
kinds of certifications are now available for review at banks or related
government office, no longer requiring paper documents to be issued.
Korea
E-Government
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National e-Procurement
Service(G2B) www.g2b.go.kr
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E-Government
Home Tax Service
www.hometax.go.kr
UNESCAP
Korea
UNESCAP
In order to increase the competitiveness of the procurement
administration, its routine, redundant, and inefficient procedure
needed reform. Meeting such need, the Korean government simplified
the procurement processes into one single window by building a
government procurement portal system that brings online all bidding
information of the public sector. It is now possible for businesses to
search for bidding information of the public sector and to participate
in the bidding as well as check the processes real time with only one
registration to the G2B system. In addition, the procedure for payment
is completed within hours thanks to automatic transfer of procurement
fees to registered accounts.
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E-Government
Korea
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E-Government
Korea
9
Social Insurance Service Portal
www.4insure.go.kr
The services concerning 4 major social insurances - health, pension,
employment, industrial accident compensation - had been run by
separate information systems despite the similarities in their objects,
procedure and services. In order to enhance the services for the
citizens and efficiently manage the administration, the government
has integrated the information of the 4 major social insurances into a
centralized electronic civil service window and built a system that can
process common duties. As the result, people are now able to use the
Internet or visit one of the 4 public insurance corporations in order to
register, revise information, or withdraw. The sharing of information
among concerned institutions, such as the integrated G4C Net, has
reduced the number of documents one has to submit to each
institution. The checking and payment of insurance rates can also
easily be processed through the Internet.
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E-Government
Social Insurance Service Portal
www.4insure.go.kr
Real Estate Online Registration
Service registry.scourt.go.kr
UNESCAP
Korea
UNESCAP
Demand for real estate registration administration
has increased since the 1990’s, In order to meet
such demands, The Supreme Court has
electronized civil services in 213 registration
offices including the viewing of real estate
registration copies of 1994 to September 2002.
Information has been electronized into e-registers
and many services that were manually processed
have now been fully automated for nationwide
online services.
E-Government
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National Education Information
System www.neis.go.kr
UNESCAP
Korea
UNESCAP
The physical infrastructure of educational informatization has achieved
the complete wiring of all schools nationwide by 2000. However, the
educational administration system was separately informatized by
institution, which caused inefficiency in information exchange and
standardization as well as hardships in informatizing educational
administration. As the solution to these problems, the Ministry of
Education and Human Resources came to build a system that connects
all elementary and secondary schools with education offices in local
governments through the Internet. Upon completion of a system, all
educational administrative services including curriculum development,
students’ academic record keeping, and student counseling will be
processed by the system. Also it provides a better work environment
for teachers and officials who manage the administration of national
education.
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E-Government
KIPOnet Service
www.kipo.go.kr
Korea
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E-Government
National Finance Information
System www.nafis.go.kr
UNESCAP
As the global and domestic competition on technologies
grew, investments in technological development and
patent applications, along with conflicts thus raised began
to grow as well. On such account, from 1995 to 1999, the
KIPOnet system was established and since its completion
in 1999, the application, registration, evaluation and the
notifying of the results have been electronized. The
services charged before are now available free on the
Internet and public notices on open patent information
and registration information are automatically extracted
for provision through the Internet.
Korea
E-Government
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Korea
UNESCAP
Before, the national budget was managed by hand and the overall
analysis was delayed with the lack of consistency in statistics due to
the insufficient standardization of national finance administration.
The Ministry of Finance and Economy has therefore informatized the
entire national finance administration for scientific management of
the budget and finance information exchange. From budget planning
and its implementation, to accounting and settlement, all the
processes regarding national finance are now connected online for
real time management and analysis of the national budget with daily
income and expenditure of the budget is automatically accounted
everyday.
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E-Government
Korea
10
Personnel Policy Support
System(PPSS)
UNESCAP
The government has integrated seven
fields of personnel administration into
a single system, building the ground for
systematic and reasonable government
personnel administration. With this
system, paper documents and related
data can be managed online.
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E-Government
Military Manpower
Administration Information
Service
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Korea
E-Government
E-Government
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E-Government
Seoul Open Service for Online
Civil Administration
UNESCAP
The Seoul Metropolitan Government has
informatized 54 kinds of civil services in
10 fields. The whole procedure of civil
service processing and information such as
the managing department and the
officials, procedure, required documents,
etc. is open to the public.
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E-Government
e-Approval and
e-Document Exchange
UNESCAP
Considering the growing demand for
legal information and the need for
providing such services, the Ministry of
Legislation informatized legislative
information including existing and
historical laws, amendments, etc., and
synthesized all information to create
an online legal service system.
Korea
UNESCAP
The resources in six major national libraries
have been digitized and established into
one online digital library, where
information is available anytime anywhere.
Another was established for integrated
search and review of 5 areas including
science technology, education, arts and
sciences, culture, and history.
Korea
UNESCAP
The military manpower administration
has been informatized and the whole
process of administration has been
reformed. Various kinds of
administrative documents have been
simplified and a 24-hour non-stop
service system has been devised for
related civil services.
Korea
Comprehensive Legislative
Information Service
National Knowledge
Information Service
Korea
UNESCAP
By establishing a real time document
exchange system, certifying or tracking
service of document delivery is available.
In addition, e-Approval system and other
administrative information system are
connected to avoid duplication of data
input in the approval process.
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E-Government
Korea
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e-Signature and e-Seal
UNESCAP
For safer information exchange in cyber
space the government issues accredited
certificates to people using the eGovernment or e-Commerce services and
e-Signatures to government officials using
official e-Approval and e-Document
exchange systems.
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E-Government
Thank you!
Korea
UNESCAP
Jay Sabido
ICT Consultant for UNESCAP
jayix@stanfordalumni.org
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E-Government
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