The%20impact%20of%20online%20services%20on%20rebuilding%20the%20trust%20in%20Government:%20The%20eFez%20Project%20experience%20

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The impact of online services on rebuilding the
trust in Government The eFez Project experience

• Professor Driss Kettani,
• Alakhawayn University in Ifrane, Morocco
• 7th Global Forum on Reinventing Government
  Building Trust in Government
• Vienna 25-29 June 2007

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eFez Project in one slide!!!

• Develop an experimental platform, in real world
  settings, that would allow us to capture the
  necessary knowledge and know-how, in order to
• Elaborate a Roadmap
• Design a formal framework to assess the impact
  of eGovernment systems on good governance
• Build a Model of ICT4D usage, production and
  dissemination in Morocco And in similar
  developing countries
• With these deliverables, well have a better
  ability and more evidence to talk to our decision
  makers And convince them Dissipate the fears
  Induce change management

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Snapshots of the system Kiosks
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Snapshots of the system Proximity Portal
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Snapshots of the system Online Procedures/
Services
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How ICT can help?

• Some elements of focus
• Any time, Any where, Any language,
• Transparently, equally and equitably,
• Quickly, correctly and clearly
• Cost effectively and efficiently
• Legally
• Not enough/convincing to conclude this
  presentation
• What is Governance? What is good governance?
• How ICT can enhance good governance?
• We need a systemic, structured and formal model
  of impact assessment

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What is governance?

• The UNDP defines Governance as the exercise of
  economic, political, and administrative authority
  to manage a countrys affairs at all levels. It
  comprises mechanisms, processes, and institutions
  through which citizens and groups articulate
  their interests, exercise their legal rights,
  meet their obligations, and mediate their
  differences
• There are many definitions More or less
  different
• Government vs. Governance

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Why shall we trust a government?

• We trust a Government when it practices, promotes
  and sustains GOOD governance
• What is good governance?
• We need a definition that is practical and that
  allows a quantitative evaluation model
• We need to be able to measure, to compare, to
  benchmark, to peer review and to
• Enhance the performance
• The Governance process as a set of attributes

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Governance Attributes Measured Indicator Value after automated system deployment
Transparency Visibility of workflows for citizens via automated service delivery Since the BEC back-office is electronically enabled, sub processes of making BC request, processing the request, and printing the BC are merged in one process carried out on a real time basis. This secures the principle of first-come-first-served
Effectiveness and efficiency (as a citizen user) Efficiency optimal use of resources for citizens to request obtain BC Citizens making time/money/ effort savings in requesting and obtaining BC no waiting time one trip to BEC no tip.
Effectiveness and efficiency (as tax payer) Efficiency and effectiveness of using public scarce resources No full time employees are needed to process the requests
A Model of Impact assessment
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Equity Citizens served with equity - ICT eliminated the need for citizen to tip in order to be served all citizens are served on a timely and in a similarly professional manners (regardless of social class)
Rule of law Laws are applied impartially -Decrease of opportunities of law violations -Public display of rules with a power of law.
Participation/ empowerment - Citizens active participation in BEC services - Dependency on bureaucracy Dependence of citizens on the employees good will - Through the kiosk/online service delivery Citizens, directly participate in the service delivery, which eliminates possibilities of negative consequences arising from difficulties in the workflow - Citizens through the kiosk/online service delivery are not at the mercy of employees
A Model of Impact assessment
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The eFez Impact Assessment Model

• eFez was the first project in the world to have
  associated and measured the impact/outcomes of
  eGovernment systems (ex. online G2C transactions)
  on good governance, using a home made and
  recognized scientific and systemic model

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Citizens satisfaction
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Partners and Collaborators

• The International Development Research Center of
  Canada (IDRC)
• The City of Fez and specially the Agdal County

• Thank you

www.portaildefes.ma
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• http//www.aui.ma/etech

Gracias
Thanks
Grazie
Brigado