Change Management & Governance Process Reengineering
Towards e-Government
Manasakis Constantine, MBA, PhD
Department of Political Science, Univ. of Crete
Düsseldorf Institute for Competition Economics, Univ. of Düsseldorf
Defining e-Government
Electronic Government (e-Government) refers to “The
utilization
of
Information
and
Communication
Technologies (ICTs) to improve the public sector’s
efficiency and effectiveness of service delivery” (United
Nations, 2006).
e-Government services delivery formats
 Internet-based
 Non-Internet based
•
•
•
•
•
•
•
Mobile SMS text messaging
Telephone, Fax
Closed-circuit television (CCTV) cameras
Tracking systems
Biometric devices
Smartcards
Non-online e-Voting
e-Government domains
I. e-Administration: Improving government processes
 Reducing government processes costs by improving the inputoutput ratios.
 Managing processes performance by planning, monitoring and
controlling the performance of resources.
 Making strategic connections in government agencies by
strengthening their capacity.
e-Government domains
II. e-Citizens and e-Services: Connecting citizens
 Talking to citizens by providing citizens with details of public
sector activities and making public servants more accountable for
their actions.
 Listening to citizens by increasing the participation input of
citizens into public sector actions.
 Improving public services delivered to members of the public
along dimensions such as quality, convenience and cost.
e-Government domains
III. e-Society: Building external interactions
 Working better with business by the digitalization of regulation
and procurement processes.
 Developing communities by building the social and economic
capacities and capital of local communities.
 Building partnerships by creating organizational groupings to
achieve economic and social objectives.
e-Government domains
e-Government delivery models
I.
Government-to-Citizen or Government-to-Consumer (G2C)
Applies the strategy of Customer Relationship Management (CRM).
By managing the relationship with its customers and citizens, the
government provides the services fulfilling the customers’ needs.
II. Government-to-Business (G2B)
III. Government-to-Government (G2G)
IV. Government-to-Employees (G2E)
Processes
 Information provision
 Two-way communication
 Conducting transactions
 Citizen participation
Examples of e-Services – G2C
Examples of e-Services – G2B
•Approvals
•Permissions
•Returns
•Taxes
•Permits
•Compliance
Expand
Close
Operate
Start-up
•Approvals
•Permissions
•Registrations
Explore
Opportunities
•Project Profiles
•Infrastructure
•State Support
•Approvals
•Compliance
Traditional vs. e–Government
Use of Resources
Low
High
Infrastructure
Fragmented
Cost of Service
High
Integrated
Low
Speed of Service
Months/Days
Hours/Minute
ROI
Low
Transparency
Low
High
High
Participation
Low
High
Traditional vs. e–Government
e-Government: Benefits to Government
I.
Law & Policy-making
– e-Government can be a catalyst for legal reform
– Wider & faster dissemination of laws
– Faster & better formulation of policies
II. Better Regulation
–
–
–
–
Registration & Licensing - speedier
Taxation – better revenues
Environmental Regulations – better compliance
Transportation & Police – more transparency
III. More efficient Services to Citizens & Businesses
–
–
–
–
Better Image
Cost-cutting
Better targeting of benefits
Control of corruption
e-Government: Benefits to Business
I.
Increased velocity of business
II. Ease of doing transactions with Government
III. Better Investment climate
IV. Transparency and accountability
e-Government: Benefits to Consumers
I.
Cost and time-savings
II. Certainty in getting services
III. Better quality of life
IV. Ease of access of information
V. Added convenience – multiple delivery channels
VI. Possibility of self-service
Government Process Reengineering
The extent of change between where we are now and where the eGovernment project wants to get us.
e-Government projects indicate seven dimensions:
 I nformation
 T echnology
 P rocesses
 O bjectives and values
 S taffing and skills
 M anagement systems and structures
 O ther resources: time and money
Government Process Reengineering
7 Principles - Requirements of e-Government
Principle # 1: Holistic Approach
Principle # 2: RoadMap
Principle # 3: Overcoming Challenges
Principle # 4: Presses Transformation
Principle # 5: Change Management
Principle # 6: Capacity Building
Principle # 7: Top Level Sponsorship
Principle # 1: Holistic Approach
Seven Areas of Management
Program
Management
Process
Reform
Management
Change
Management
Knowledge
Management
Technology
Management
Resource
Management
Procurement
Management
Principle # 1: Holistic Approach
The Four Pillars of e-Gov
Resources
Technology
Process
People
e-Government
Principle # 1: Holistic Approach
6C Model of Implementation
Connectivity
Capital
Capacity
6C Model
Citizen
Interface
Content
Cyberlaw
Principle # 1: Holistic Approach
Front-end Vs. Backend
Internet
Backend
Systems Infrastructure
+
BPR
Service
Centre
People
Front-end Systems
Right balance between Front-end & Backend
Foundation
Results
Principle # 2: The e-Gov Roadmap
A set of comprehensive documents that
– provide a vision
– indicate a direction
– create a set of methodologies
– lay down priorities
– enable resource mobilization
– facilitate adoption of holistic approach
… in implementing e-Government projects
Principle # 2: The e-Gov Roadmap
Developing an e-Gov Roadmap
I.
To align e-Gov efforts along the development priorities of
the State
II. To ensure systematic approach in implementation
III. To ensure optimal utilization of scarce resources
IV. To move away from champion-led approach to an
institutionalized approach in e-Gov
Principle # 2: The e-Gov Roadmap
The e-Governance Roadmap…
N
IO
VIS
Vision
By 2010, the State
will be . . .
ST
RA
TE
GY
ü
eProc
BL
U
GY
TE
A
R
ST
Strategy
Leverage
PPP
EP
RI
NT
BL
NT
RI
P
UE
Workflow
Blueprint
Other Projects &
Initiatives
Mission Projects &
Initiatives
Land
Information
System
eProc
Data
Center
Access to Legal
Information
Network
Kiosks
Core Projects &
Initiatives
Capacity
Building
Workflow
ePanchayat
eSeva
GPR
Financial
Information
System
HRMS
eGov Blueprint
eG
ov
PR
OG
RA eproc
M
Land
Municip
al
DC,
WAN
Pancha
yat
o
eG
M
RA
OG
R
vP
eSeva
Police
EC
OS
YS
TE
M
eC
Ag
ri
eG
ov
Program
PPP
GPR
LR
Training
ha
up
al
Land
December 2004
o
eG
M
TE
YS
S
CO
vE
Ecosystem
Principle # 3: Overcoming Challenges
1 PROCESS
2 PEOPLE
•Lack of Process Models
•Status Quo-ism
•Poor Legal Frameworks
•Complex Procurement
•Lack of Political Will
•Official Apathy
•Shortage of Champions
•Lack of Skills in Govt
4 RESOURCES
3 TECHNOLGY
•Budget Constraints
•Disinterest of Pvt Sector
•Lack Project Mgt Skills
•Lack of Architectures
•Lack of Standards
•Poor Communication
Infrastructure
•Hardware-approach
Principle # 4: Process Transformation
Ingredients of Transformation
Department
Centric
Approach
Customer
Centric
Approach
Process
Orientation
Service
Orientation
Output-Based
Assessment
Outcome-based
Assessment
Departmental
View
Integrated
View
Principle # 4: Process Transformation
Issues in Transformation
I.
Degree of Transformation
II. Change Management
III. External motivation
– Following Best Practice
– Engaging Consultants
IV. Top Management Support
V. Awareness & Communication
Principle # 5: Change Management
Change Management is about managing people in a changing
environment so that business changes are successful and the
desired business results are realized.
The ADKAR Model
1.
2.
3.
4.
5.
Awareness of Change
Desire to Change
Knowledge of Skills
Ability to apply Knowledge
Reinforcement to Sustain Change
Principle # 6: Capacity Building
Hierarchy of Capacity Needs
Leadership & Vision
Program Development
Program Management
Project Development
Project Management
•Policy Formulation
•Committing Resources
•Taking hard decisions
•Preparing Roadmaps
•Prioritization
•Frameworks, Guidelines
•Monitoring Progress
•Inter-agency Collaboration
•Funds Management
•Capacity Management
•Conceptualization
•Architecture
•Definition (RFP, SLA…)
•Bid Process Management
•Project Monitoring
•Quality Assurance
Principle # 7: Top Level Sponsorship
The role of Leadership
I.
Becoming Champions of e-Government
– to achieve change of mindset
– to create an environment for innovation
– to provide adequate resources
II. Removing Barriers
– to overcome employee resistance
– to achieve cross-agency coordination
– to create confidence in private sector to partner government
III. Taking Hard Decisions
– to take the risks inherent in e-Government
– to achieve effective Government Process Re-engineering
IV. Articulating the needs of citizens & businesses
The Europe 2020 strategy
The Europe 2020 strategy aims to attain:
VISION: Where…?
MISSION: Through…?
PILARS & GOALS: How…?
[VISION] Smart growth
[MISSION] through more effective investments in education, research
and innovation
[VISION] Sustainable growth
[MISSION] through a decisive move towards a low-carbon economy
[VISION] Inclusive growth
[MISSION] through job creation and poverty reduction
The Digital Agenda Europe (DAE) contains 4 PILARS and 13 GOALS:
The Europe 2020 strategy – 4 Pilars
Empowering
citizens and
businesses
Strengthening the
Internal Market
The 4 pillars
of the Action Plan
Improving efficiency
and effectiveness of
administrations
Provide key
enablers and
preconditions
The Europe 2020 strategy – 13 Goals
The Digital Agenda Europe (DAE) contains 13 specific GOALS:
1.
2.
3.
4.
5.
6.
7.
8.
9.
10.
11.
12.
13.
The entire EU to be covered by broadband by 2013.
The entire EU to be covered by broadband above 30 Mbps by 2020
50 % of the EU to subscribe to broadband above 100 Mbps by 2020
50 % of the population to buy online by 2015
20 % of the population to buy online cross-border by 2015
33 % of SMEs to make online sales by 20155
The difference between roaming and national tariffs to approach zero by 2015
To increase regular internet usage from 60 % to 75 % by 2015, and from 41 % to 60 % among
disadvantaged people.
To halve the proportion of the population that has never used the internet from 30 % to 15 % by
2015
50 % of citizens to use e-Government by 2015, with more than half returning completed forms
All key cross-border public services, to be agreed by Member States in 2011, to be available
online by 2015
To double public investment in ICT R&D to € 11 bn by 2020
To reduce energy use of lighting by 20% by 2020
UN e-Gov World Survey 2012
EU - Digital Agenda Scoreboard
Medium / Low income households with a Broadband Connection
EU - Digital Agenda Scoreboard
Medium / High income households with a Broadband Connection
EU - Digital Agenda Scoreboard
Availability of e-Government services to citizens
EU - Digital Agenda Scoreboard
Availability of e-Government services to enterprises
EU - Digital Agenda Scoreboard
Use of e-Government services by SMEs