An e-Government Business Model
Management Solutions
Public Sector
Diegem, 2001
The New e-Government Business Model:
basic portal model
This information is confidential. Do not disclose outside DTT.
The New e-Government Business Model:
the portal
• Changes the way Public Sector operates
• Provides a community view into government for information
and transaction processing
• Facilitates B2G, G2B, C2G, G2C, G2G
• Leverages the use of legacy systems
• Improves citizens’ access to government
• Improves vendors’ access to their government customers
This information is confidential. Do not disclose outside DTT.
The New e-Government Business Model:
to be successful
Governments will need to anticipate:
• the process
• human resources
• organisational changes
Portals are governments’ blueprint to a new paradigm
of operation
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The New e-Government Business Model:
e-customer
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The New e-Government Business Model:
interaction, government - citizen
e-citizens do not care about which department they have to
submit their e-payments, e-forms, e-requests, etc.; their only
concern is locating the appropriate place in the portal to fulfil
their needs.
e-citizens no longer should have to deal with multiple entities
in multiple ways.
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The New e-Government Business Model:
e-marketplace
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The New e-Government Business Model:
simplifying the means
e-government should simplify the means in which goods and
services are acquired across the entire organisation. Using
internet portals, government procurement officers can have:
• direct, centralised electronic access to vendors’ product
information
• performance ratings and customer service capabilities
which allows them to derive more benefits from market
competition
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The New e-Government Business Model:
e-enterprise
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The New e-Government Business Model:
the portal value proposition
•
Value to Government
•
Value to Business
 Automate current manual or
paper intensive processes
 Improve access to public sector
operations
 Reduce staffing and
operational costs
 Automate processes that
interface with public sector
entities (real property closes
and recordings)
 Provide immediate access to
information
 Improve services to the public,
business and other customers
 Improve overall operating
efficiency
 Potentially reduce staffing costs
 Reduce overall costs to
consumers (property buyer)
 Enhance responsiveness to
changing market needs
 Gain operating efficiency
This information is confidential. Do not disclose outside DTT.
The New e-Government Business Model:
portal functions - capabilities
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The New e-Government Business Model:
enterprise transformation
For governments to equip their portals for optimum service to
e-citizens and to realise optimum economic value from the emarketplaces, they will need to effect fundamental changes in
service orientation to become e-enterprises.
e-government has to include the four major attributes of a
customer-centric portal/organisation:
1. appeal
2. aggregate
3. fulfil
4. connect
This information is confidential. Do not disclose outside DTT.
The New e-Government Business Model:
enterprise transformation
APPEAL:
e-government has to appeal to the citizens enough to get
them to use it, not only initially but also to ensure that they
return to it on a regular basis
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The New e-Government Business Model:
enterprise transformation
AGGREGATE:
e-government has to aggregate information about how to access
services across the entire enterprise. This is how e-citizens
locate the content they desire with “one-stop shopping” and
what governments refer to when they claim that “all information
and services will be online by 200x.
This information is confidential. Do not disclose outside DTT.
The New e-Government Business Model:
enterprise transformation
FULFIL:
e-government has to fulfil the citizens demands for service in
the form of downloads, monetary and non-monetary
transactions or instructions for obtaining further information,
etc.
e-citizens get the most value when they can complete the
entire process/transaction through one portal.
This information is confidential. Do not disclose outside DTT.
The New e-Government Business Model:
enterprise transformation
CONNECT:
e-government provides governments with the most value
when they connect portal services to databases integrated in
the back office. Hence greatly enhancing the management of
citizen/customer information.
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The New e-Government Business Model:
implications for e-transformation
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The New e-Government Business Model:
is the organisation ready?
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The New e-Government Business Model:
sample website
• Governments’ Homepage
• Personalised Homepage
• e-City Services
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GOVERNMENTS’ HOMEPAGE
C
This information is confidential. Do not disclose outside DTT.
C
B
B
PERSONALISED HOMEPAGE
This information is confidential. Do not disclose outside DTT.
E- CITY SERVICES HOMEPAGE
This information is confidential. Do not disclose outside DTT.
The New e-Government Business Model:
some sample references
Existing clients include:
In the USA
- State of Arkansas
- State of Georgia
- State of California
- State of Indiana
- State of Kansas
- State of Maine
- State of Nebraska
- State of Utah
- State of Virginia
- State of Hawaii
- State of Idaho
- City of Chicago
This information is confidential. Do not disclose outside DTT.
The New e-Government Business Model
FUTURE POSSIBILITIES FOR A
PORTAL ENTERPRISE
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The New e-Government Business Model:
one enterprise
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The New e-Government Business Model:
one account
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The New e-Government Business Model:
one customer
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eXpedite : e-Government
Methodology
Operational
Transformation
Design
& Build
Strategy
e-Diagnose
6 to 24 months
This information is confidential. Do not disclose outside DTT.
Our Mission
better government, better society
Contact Names
Leslie Moodley
lmoodley@deloitte.co.za