Government Online National Strategies
Best practices and lessons learnt
Maria Isabel Mejia Jaramillo,
General Manager, Government Online Program of Colombia
WSIS Forum , Expert group meeting on e-Government
May 13-14, 2010 Geneva
The aim of the Strategy is to contribute on building a more
efficient, transparent and participative
Government, with better services
to citizens, enterprises and public servants
by means of taking advantage of ICT
Key message:
“Making easier your relationship
with the Government”
Key success factor:
It is based upon joint
efforts: every public
agency across the
country is responsible
for its implementation
Key success factor:
The role of the Program is to
coordinate and to provide tools
to public agencies for their Strategy
implementation

Research, on-going support, transverse solutions (based on
standardization and interoperability), common IT infrastructure,
training plans, marketing plans, monitor and evaluation system
Key success factor:
Clear method
Democracy
Transformation
Transaction
Interaction
Information
guidelines
action plan
follow-up
Key success factor:
Advice and
follow-up of
online services
offered by public
agencies
Sector / Rama / Organismo
Comercio, Industria y Turismo
Agricultura y Desarrollo Rural
Educación
Función Pública
Seguridad
Planeación
Minas y Energía
TIC
Estadística
Presidencia
Organismos de Control
Economía Solidaria
Rama Judicial
Rama Legislativa
Ciencia, Tec. e Innovación
Hacienda y Crédito Público
Defensa
Protección Social
Ambiente, Vivienda y D.T.
Interior y Justicia
Organización Electoral
Transporte
Cultura
Relaciones Exteriores
Organismos Independientes
Universidades e Institutos
Corp. Autónomas Regionales
F1
99%
100%
96%
100%
100%
97%
97%
100%
100%
100%
93%
100%
62%
76%
96%
94%
98%
97%
94%
96%
71%
96%
87%
95%
72%
50%
76%
F2
98%
100%
99%
100%
100%
98%
92%
100%
100%
96%
92%
98%
76%
91%
98%
80%
94%
91%
78%
79%
68%
70%
52%
71%
74%
47%
44%
F3
95%
100%
89%
85%
83%
85%
78%
100%
94%
90%
66%
80%
63%
86%
79%
66%
83%
73%
61%
54%
51%
50%
32%
35%
46%
26%
24%
F4
84%
60%
81%
83%
58%
83%
80%
40%
76%
86%
71%
67%
72%
76%
80%
57%
39%
45%
54%
63%
69%
36%
60%
34%
30%
43%
18%
F5
71%
88%
70%
70%
100%
58%
66%
80%
29%
13%
61%
40%
85%
33%
15%
75%
63%
47%
52%
33%
28%
38%
33%
40%
15%
17%
26%
Key success factor:
And listen to the
needs of the users
(usage, quality and
impact of the
services)
Key success factor:
People should
be aware of
online services
so they can
use them
Government Online marketing plan
2010
Habit
“Good stories make good experiences”
Experience
2009
Increase of 226% of the Government
Online usage (19% to 62%)
Awareness
2008
Increase of 333% of the Government
Online awareness (6% to 26%)
How to achieve the citizen engagement?
Offering
services from
the citizen
needs
Stage 4: Transformation
 Make changes in the way of providing
the services and organizing the
procedures around user needs
 Organize the procedures using a cluster
model based on user needs
 Identify, prioritize and optimize clusters of
procedures before introducing
technology
How to achieve the citizen engagement?
Giving
opinions is
different from
participating
on building
Stage 5: Democracy
 Encouraging people to contribute to the
construction and controlling of public
policies and to participate in decision
making
 People should be involved from the initial
construction of public policies and they
should learn about the result of their
contributions
How to achieve the citizen engagement?
The fear of the
unknown is a
natural human
feeling
 “Lacking of access paradigm” as THE principal
obstacle must be reassessed
 If people understand the benefits to
themselves, they will find the way to access
 The biggest barrier is not knowing how to use
online services: people must be guided
How to achieve the citizen engagement?
Social media is
useful but you
must understand
how each network
works
 It's not enough to have presence in
social media
 Each network has its own culture and
user characteristics that have to be
understood
How to achieve the citizen engagement?
Examples of
the usage of
Twitter
Twitter can be used beyond a “news post”… could
be a support tool for the online services usage…
do you
“Very bad instructions
from
“Thank
you for having“Why
responded
mythink it was a bad
service?
Tell us please for take
the Contact Center
of
comment.
I am positively
impressed!
Government Online”
And to be honest, I would likecorrective
that all actions”
the companies treat me this way”
“I had a problem
because of lack of
instructions with the
judicial certificated and
I am still waiting my
money back”
“Don’t worry, if you couldn’t made the
transaction you will have a refund. About the
service, you can put
a complaint
and make a
“Thanks,
we are
follow up: these are
mechanisms
of citizens to
here
for any other
improve the program.
In any
concern
youcase,
have”we deeply
regret the inconvenience. Tell us if you need
more help from us”
How to achieve the citizen engagement?
Examples of
the use of
Twitter
Or to help people realize how things have changed
“Well I renewed my
judicial certificate, I
had not done it for 3
years...”
“It went
very well,
effective
and fast”
“Did you do
it online?
How did it
go?”
“Renewing online the judicial
certificate is so easy and fast, I
will recommend it
#notpaidadvertising”
Challenges - Steps to come
 To provide even more online services
 To extend the offer - including private
institutions with public functions
 To achieve a higher take-up of
Government Online services
 To improve the quality of services
through such things as:

focus on user needs + easy to use services+ fully-integrated and
customized services + protection of the data + security of
transactions + collaboration between agencies = TRUST AND
CREDIBILITY
Thanks!
maria.mejia@
gobiernoenlinea
.gov.co