Public
FTAA.ecom/inf/134
June 3, 2002
Original: Spanish
Translation: FTAA Secretariat
E Government: Definitions,
Benefits, Development,
Examples.
HUGO GALLEGOS C.
Executive Vice President - Electronic
Commerce
What is e-Government?
E-government refers to the use of Information
Technologies such as the Internet to provide services,
information, and knowledge in an efficient, costeffective manner.
It allows for closer ties between the citizenry and the
public sector.
Why is e-Government
Important?
“e-government represents an opportunity to make a major
contribution to economic development by assisting
businesses to reduce their operating cost in dealing with
government and have immediate access to government
information. Similarly, the provision of e-services to citizens
represents an opportunity to reduce the complexity of
dealing with government administration and of bringing
citizens and government closer together, thereby making
government more transparent and accessible."
Government of Jordan
e-Government is an Important Element of Administrative Reform and
State Modernization
The most important objectives for effective
administration
Greater
citizen
satisfaction
Better
More
73
service for
companies
efficiency
in government
administration
Greater
economic
efficiency in
government
administration
Facilitates
processing of contacts with the
government administration
Promotes
economic development via the Internet,
reduces wait time at government offices, etc.
69
attractive to
companies
Greater
Possible support through e-government
67
Better
service encourages the public to use
government services
61
Faster
60
Cost
100
%
1) Poll of the Bertelsmann-Foundation involving 164 greater in cities with more
than 50,000 inhabitants. Aug-Oct., 2000. Objectives rated as "very important."
Source: Bertelsmann-Foundation, Roland Berger
processing through electronic support
savings through, for example, e-procurement
e-Government means more than offering services on-line; it means,
above all, modernizing the public administration
It is not merely a question of putting
existing procedures on the Internet
…it means reforming them

Offering on-line services to the public

Offering on-line services to the public

Rather than redesigning outmoded internal
processes

Operating and working in settings characterized
by collaboration, and eliminating communication
breakdowns
Partial Modernization
Complete Modernization

Limited cost savings

Total cost savings

No improvements in internal efficiency

Greater efficiency in processes

Partial understanding of e-government

Full understanding of e-government‘s potential

New technologies are not used to their full
potential

Full use of the potential of new technologies
Source: Roland Berger
Basic Components

Providing services to citizens. The introduction of IT in public
administration allows the government, individuals, and companies
to interact in new ways, such that individuals and companies will
receive efficient and effective services, regardless of their location
or the time of day when they log on to the Internet.

Good government. The introduction of IT in public administration
allows internal processes in government administration to be
improved and new processes to be created. This makes it possible
to bring together various existing systems in a single entity or to
share resources and improve internal management among several
entities.

Consolidation of democracy. Citizens' access to the Internet
allows them to play a more active role in government decisions
while generating new spaces for and types of citizen participation.
Guiding Principles

Transformation. The use of ITs must be geared towards introducing new
work methods, by creating new operational processes and changing
current processes, as well as by changing government's relationship with
the public.

Broad scope. The implementation of IT in government processes must
ensure that all citizens will have equal access; for this purpose, factors
such as geographic location, the issue of time, and social strata must be
taken into account.

Ease of use. Applications that are to be implemented must be oriented
towards citizens and, hence, be user friendly.

Greater benefits. Applications should ensure that the benefits citizens
obtain from using ITs to complete formalities will be greater than those
from going in person to government offices.

Security and privacy. When implementing applications, consideration
should be given to using security and privacy mechanisms and policies,
to ensure the proper use and handling of personal information and
transactions.

Role of the private sector. The private sector can assist the state in
providing computer-based solutions, as well as in training government
employees. And it can do so without limiting citizens' access to
information.

Decentralization. Each government department will be responsible for
maintaining electronic services, as well as for ensuring that newly
implemented systems are compatible with existing systems within the
same organization and with other government bureaus.
Despite the necessary initial investment, e-government allows for
substantial cost savings
Factors that Raise Costs
Savings
Costs

Designing and developing an e-strategy

Application development

Investment in software and hardware

Personnel training

Public relations
Factors that Promote Savings
Time

e-Processing is more economical.

Savings will increase as the number of users
rises and as e-services are embraced by the
public.

Investment in new services declines due to
effects of scale and prior learning.
Levels of e-Government
e-Government
G2C
G2B
G2E
G2G
Trust, Privacy, and Security
Technological and Communications Infrastructure
Source: Scott Fairholm, Electronic Government
Implementation Division, Commonwealth of
Virginia www.egov.state.va.us
Evolution of e-Government
Trends
Characteristics
Technologies
Supplier Company Customer
Interorganizational
processes
SupplierGovernment Citizen
Office
Flexible applications,
Interoperable components
2000+
Online requests
Transactions
Applications and packages
Online requests
1998
Information
Presence on the Web
Web browser
Pre-Internet phase
Personal interaction,
Forms, mail, fax, telephone
Mail, telephone, fax,
applications
host, client/server
1995
Phases of the Implementation
Process

Presence. In this phase, basic information on the service is
provided to the public.

Interaction. Basic communication is established with the public
and basic search tools are introduced.

Transaction. Includes transactions conducted for the provision of
government services, which become an alternative to going to
government offices in person.

Transformation. Refers to changes in the way services are
provided, such that services that are part of an agency’s critical
mission are provided electronically and applications that manage
the provision of services to citizens are introduced.
Emerging Web Presence
•Formal presence, although limited in scope
•A single or a few independent government websites
•Information updated infrequently
•Contact information available
•Special features, such as FAQs, can be found
Enhanced Web Presence




Begins to expand through several
government websites
Dynamic and specialized information
that is updated regularly
An official government website
serves as a gateway
Allows downloading of publications,
laws, and official government letters
Interactive Web Presence






Dramatic expansion in Internet presence
Access to a broad range of institutions and
government services
A government website acts as a nationwide portal
A higher degree of sophistication in interactions
between the public and services suppliers
Searches in specialized databases; downloading
and returning of forms and applications online;
possibility of scheduling meetings with
representatives
Emergence of secure sites and user passwords
Web Presence for
Transactions





Secure, complete online transactions: visas,
passports, licenses, authorizations, etc.
A one-stop government website allows users to
access a straightforward and simple shopping
portal with access to government services
Services based on users’ specific needs or
priorities, beyond the functions of a department
or agency
Opportunity for citizens to pay taxes, vehicle
registrations, etc., online
Recognition of digital signatures
Fully Integrated Web Presence





The government provides all
services through a universal, direct
shopping portal
Users can tailor portals to their
specific needs
Instant access to any service
through a single package
Services grouped around common
needs
All transactional services offered by
the government available online.
Requirements for an eGovernment Project
 e-Government
means putting an
information system for citizens online.
 An
information system as an essential
requirement.
 The information must be useful, so as to
avoid user frustration.
 The information system must involve the
entire organization, not only certain
departments.
 Making information available to the
public (and making it easy for the public
to correct that information) is the best
way to gradually improve it.
Requirements for an eGovernment Project



Priorities should be defined and
political support should be obtained
The network infrastructure must be
built and kept secure (PKI,
SmartCards, etc.)
Internet access for employees of the
corporations, schools, as well as the
general public needs, to be
promoted.
Requirements for an eGovernment Project

Making e-mail accounts available to
everyone:



It should be possible to contact all
officials by e-mail
This should be the main means of
communication among a government
agency's employees
A general directory should be
maintained
Requirements for an eGovernment Project

The information
made available by
a government
agency must be
easy to access:


It should be easier
to access
information
electronically than
by traditional
means
Printing costs
should decline
Requirements for an eGovernment Project

Automating procedures:



Administrative processes can be
initiated, consulted, and carried out
through the new access systems.
Greater transparency in the process.
Indicate formalities and procedures on
which information will be given on the
Internet.
Requirements for an eGovernment Project

Catalyzing services for the "virtual
community":






Job bank
Advisory services for companies
Advertising for local SMEs
Real-estate (housing) exchange
Application and webpage hosting …
Clearinghouse for training courses
Where to Begin?

The authors point to three crucial
elements for developing egovernment:



An organizational and institutional
structure.
Launching projects and generating a
multiplier effect.
Development of a more comprehensive
analysis of an e-government strategy
and an action plan.
Basic Architecture

The architecture required for an egovernment system has the
following components:


Portal: An integrated website that acts as
a gateway for a broad range of services
for citizens and business users.
Access devices: Electronic services
could be accessed by telephone, PC,
PDA, etc.

The architecture required for an egovernment system has the
following components:


Government intranet: Should be linked to
the various departments in a government
agency and integrate internal databases.
Government extranet: Connects the
government agency with the public,
companies, and other users, such as
universities, libraries, etc.
Challenges to Overcome

Depending on a country's economic,
social, and technological reality,
before an e-government program can
progress, it must overcome a series
of challenges, such as:





Low Internet penetration.
Infrastructure restrictions.
Digital divide.
Concerns regarding privacy and
security.
Limited number of qualified IT
specialists.
Challenges to Overcome

Depending on a country's economic,
social, and technological reality,
before an e-government program can
progress, it must overcome a series
of challenges, such as:



Lackluster efforts to modernize the
state.
The absence of a suitable legal
foundation.
Limited dissemination of information on
the nature, types, and benefits of egovernment.
Objectives of e-Government
Programs

Based on experience in other countries,
experts stress the following objectives:



Improving the quality of government services,
reducing processing time, and encouraging
interaction.
Increasing government transparency by making
it easier to access government information.
Enhancing the state's response capacity and
expanding its coverage by allowing it to provide
more information and reach localities where it
does not yet have a presence.

Based on experience in other
countries, experts stress the following
objectives:


Saving time, money, and other resources
for the state, as well as for the public
and businesses, as a result of improved
efficiency.
Generating a multiplier effect that will
spur the development and use of
information technology by individuals
and organizations.
How to Establish an eGovernment Program

Centralized implementation model:



Decisions are made by top officials in the
executive branch. For example, an egovernment ministerial board can be
formed.
A master plan is drawn up, and government
agencies are instructed to develop their own
applications in line with it.
Technological standards are determined by
a supervisory body.
How to Establish an eGovernment Program

Decentralized model implementation:




Each government agency develops its own plans,
based on its own priorities or criteria.
The variety of topics may be broader and may
come from internal or external workgroups.
Each agency determines the contents of its
applications and how they will be used, although
one government agency will define cross-agency
standards.
Innovations are gestated from within the agencies
themselves.
Example of e-Government
Applications

Portal for Online Transactions:
Problems being targeted:
 Need to go to several different government pages
to carry out online transactions.
 Both portals and individual pages offer little
interaction with users. Hence, citizens continue to
carry out transactions at government offices.
Objective: To offer a one-stop portal where citizens
can access information and carry out transactions
with respect to government services.
Example of e-Government
Applications

Electronic Access:
Problems being targeted: Only a small
percentage of the population has Internet
access; this presents a major obstacle for
implementing an e-government model
intended to reach most the population
Objective: To increase the number of access
points, by setting up either community
telecenters with Internet access or
kiosks/terminals in government offices.
Example of e-Government
Applications

Government Intranet:
Problems being targeted: The lack of electronic
communication between government agencies
delays processes and raises the cost of
communication and management. Moreover,
although many state agencies use technological
tools, principally e-mail and webpages, further
efforts need to be undertaken for these
technologies to provide support for internal
administration, for certain definitions to be
standardized, and for other ITs to be used.
.
Objective: To introduce the use of ITs, thereby
encouraging increased efficiency and efficacy in the
management of public institutions.
Example of e-Government
Applications

Procurements:
Problems being targeted: Procurement bidding
processes have traditionally been carried out with
printed material, with the state devoting budgetary
resources to publishing and printing forms and
biding conditions. Similarly, there is a lack of trust in
the transparency of bidding processes themselves,
and in the announcement of awards.
Objective: To develop a model by which goods and
services procurements can be handled
electronically.
Example of e-Government
Applications

One-Stop Window:
Problems being targeted: Some public services
require the participation of more than one
government agency. At present, to obtain these
services, it is necessary to go in person to each
agency, as they are not offered electronically.
Objective: One-stop windows are intended to provide
an economically viable access to government
services, so as to make it more convenient and
economical to carry out transactions with
government agencies. These windows will be
tailored to the needs of users of state services.
hgallegos@infonegocio.com.pe
511-5620986