E-Government, E-Democracy and E-Services for Communities

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E-Government, E-Democracy and E-Services for
Communities

• Judith Molka-Danielsen
• May 03, 2005

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Community Administrations are taking a more
wholistic approach for adopting e-Services into
their communities. Communities use of
e-services are only one level of e-government.
Often these e-services must be introduced and
integrated at community, county (fylke), state,
national and international levels.
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What is e-government? E-government is the use of
ICT to interact with citizens and other sectors.

• E-government uses IT and EC to provide
• Convenient access to government information and
  services
• Delivery of public services
• Efficient and effective method of conducting
  business transactions
• Digital online access to information
• Online transaction services for citizens

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What is e-democracy?

• E-democratic perspectives on citizens stress the
  deliberative qualities of the human being. It
  means that the citizens are assumed to reflect on
  social conditions and express their opinions in
  ongoing debates. This is an important difference
  to the perspective of e-government which
  considers the citizens as customers and clients
  with different needs and desires. The purpose of
  e-government is to meet peoples demand concerning
  e.g. social service in the most effective and
  economic way. Citizen participation as conception
  and empirical phenomenon is a condition of
  e-governance in particular of a vivid
  e-democracy since citizen participation seems as
  an imperative for deliberation and real debate.
  Signe Bock Segaard (stipendiat, UIB)
• In e-democracy, it is not only the communication
  between politicians and citizen (G2C) that is
  important, but also the communication between
  citizens (C2C).

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Categories of e-government

• G2C (Government to Citizen)
• G2B (Government to Business)
• G2G (Government to Government)
• G2E (Government to Employee)

Categories of e-democracy

• C2C (Citizen to Citizen)

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Major Categories of Applications of E-Government

• Government-to-citizens (G2C)
• enabling citizens to interact with the government
  from their homes
• Citizens Benefits
• Find all the information on the Web
• Ask questions and receive answers
• Pay tax and bills
• Receive payments and documents

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Major Categories of Applicationsof E-Government
(cont.)

• Governments (services)
• Disseminate information
• Conduct training
• Help find employment
• Electronic benefits transfer (EBT) is an example
  of G2C applications
• System relies on a single smart card that
  accesses cash and food benefits
• Recipients get e-transfers to bank account or
  download to smart card
• Reduces fraud

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Major Categories of Applicationsof E-Government
(cont.)

• Government-to-business and businessto-government
  (G2B)
• E-procurement
• Large amounts of MROs and materials direct from
  many suppliers
• Uses basically a reverse auction system
• E-auctions
• Auction surpluses from vehicles to real estate
• May use 3rd-party site

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Major Categories of Applicationsof E-Government
(cont.)

• Government-to-government (G2G)
• Intelinksharing information between intelligence
  agencies
• Buyers.govgeneral services administration
• Federal case registryhealth and human services
• Procurement marketing and access networksmall
  business administration
• Government-to-employees (G2E)
• Payment for employees

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Implementing E-Government

• Stage 1 information publishing/dissemination
• Individual government departments set up their
  own Web sites that provide
• Information about them
• Range of services available
• Contacts for further assistance

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Implementing E-Government (cont.)

• Stage 2 official two-way transactions
• Using legally valid digital signatures and secure
  Web sites, customers
• Submit personal information
• Conduct monetary transactions
• Customers must be convinced that
• System keeps their information private
• System is free of piracy

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Implementing E-Government (cont.)

• Stage 3 multipurpose portals
• Customer-centric governments enhance service
  delivery
• Customer needs can cut across department
  boundaries, portal allows customers to use single
  point-of-entry to
• Send and receive information
• Process monetary transactions across multiple
  departments
• Access to Government managed, centralized
  databases

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Implementing E-Government (cont.)

• Stage 4 portal personalization
• Customers can access a variety of services at a
  single Web site
• Customers can customize portals with their
  desired features
• Requires sophisticated Web programming allowing
  interfaces
• Added benefit is that governments get a more
  accurate read on customer preference
• Electronic services
• Non-electronic services

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Implementing E-Government (cont.)

• Stage 5 clustering of common services
• All real transformation of government structure
  takes shape here
• Customers see a unified package instead of
  once-disparate services
• Distinction between departments begins to blur
• Recognize groups of transactions instead of
  groups of agencies

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Implementing E-Government (cont.)

• Stage 6 full integration and enterprise
  transformation (see next slide)
• Digital encyclopedia is now
• Full-service center
• Personalized to each customers needs and
  preferences
• Old walls defining services are torn down
• Technology integrated across new government
  structure bridging gap between front and back
  offices

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Figure 11-6The Stages of E-Government
Source Deloitte Research (see Wong, 2001).
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Implementing E-Government (cont.)

• Transformationchange is very slow
• Implementing G2B
• Build customer trust by increasing
• Privacy
• Security
• Confidentiality
• Plan technology for growth and customer
  friendliness
• Manage access channels to optimize value
• Weigh insourcing vs. outsourcing
• Include strong change management program

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Implementing E-Government (cont.)

• Security issuesconcerns include
• Data about citizens stays secure
• Privacy of individuals is maintained
• Developing portals (some portal vendors also
  support government portals)
• Tibco.comPortal Builder
• Ca.comJasmine ii Portal
• Plumtree.com

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ExamplesReference (next few ppt)Services of a
communities broadbandnetwork

• Are Staurset
• Ålesund kommune

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Basic principles

• One broadband network for all (data, video,
  telephone, administration, alarms etc.)
• Common Internet access and firewall
• All the file servers are in the same room (under
  one management). (Also backups.)
• The teacher network is on a different segment
  from the student network divided by the firewall.

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Skodje 2002 (in the area)

• 3500 residents
• 5 schools 3 preschools
• Town hall - library nursing home schools
• 1 IT-consultant
• Dialup access ISDN

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Skodje sitt intranett 2003
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Network based services

• Different PC based systems
• Telephone (IP-based, IP-pbx, fax, unified
  messaging)
• Card access control to doors and garage ports.
• Telephone conferencing system, voice mail, etc.
• Video survailance
• Alarms (break ins, elevator problems, etc)
• Building controlls (adjusting temperature,
  ventilation, lights, time (clock systems) etc.)
• Payment terminals (Bankaxept).

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Architecture
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Secure Internet Access

• Firewall
• VPN-(virtual private network support)
• Intrution protection/detection
• Epost / Spam-filters
• Virus-filters

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PC- administrationrequires broadband

• Automatisk MS security software upgrading
• Automatic antivirus-upgrading
• Remote control of PCs throughout community
• Inventory
• Help desk

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Intranett and Internett-publishing
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E-business and invoice payments
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Electronic archive - NOARK4
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Groupware

• MS Exchange
• Lotus Notes
• MS Sharepoint server
• Quickplace

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Soft-telephone and IP-telephone
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Telephone over the data net
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On line catalogue
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Building Management

• The watch-master team has the most need for
  managing buildings.
• Intranet acess for ventalation and heat. Remote
  control of these systems from all PCs on the
  network.
• Temperature should be logged and give automatic
  alarm 24/7. Alarms tied to the telephone system.
• Save on not having to travel around to turn off
  systems.

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Payment terminals

• Software, card-reader machine that accepts
  pin-code. Connection to PC-register. Customer
  uses 4 number pin code.
• Transactions og over the intranet between
  locations, connects to banking network.
• Used in services including health (legevakt),
  garbage deposits, movie, culture arrangements,
  parking, fees paid at the town hall or other
  community administration offices..

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Video Conferencing

• Inexpensive to operate over IP networks.
• Could be used for education and training of
  workers, or for meetings between departments.
• But, it is not used that much in substitute of
  travel. It is not selected when face-to-face
  meetings are possible.

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Examples of Levels of E-government in Norway

• State Level www.odin.dep.no
• Fylke Level www.mr-fylke.org
• Community www.molde.kommune.no