Bertelsmann Stiftung

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Bertelsmann Stiftung
Balanced E-Government
Carolin Welzel Bertelsmann FoundationGermany
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Agenda

• The Begix-Model
• Hypothesis and Emerging Insights
• The Balanced E-Government Scorecard
• Pre-Summary General tendencies and weaknesses
• The Begix Tool
• Five Targets
• The Tool
• Analysis and basic recommendations
• Ten Recommendations for Good E-Government

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Definitions of Electronic Government

• E-Government can be understood as engineering
  business processes concerning government and
  administration (Government) by electronic media
  (information and communication techniques)
• University of Speyer
• The term E-Government subsumes the measures of
  the public sector on the federal, state and local
  level, using the internet and other electronic
  media, to make administrative processes more
  transparent for citizens and companies and to
  optimize the internal data exchange.
• Bertelsmann Foundation

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Balanced E-Government - What is it?

• E-Government
• Combining electronic services and E-Democracy
  offerings
• from public institutions

Balanced E-Government

• E-Administration / Electronic Service Delivery
• Public institutions (legislative, executive,
  judicial system) employ information and
  communication technologies for their services

• E-Democracy
• Public institutions provide information and
  communication technology-based information
  services (transparency) to users and allow
  influence / feedback (participation) from private
  as well as commercial users

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Hypotheses and Emerging Insights
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Hypotheses and Emerging Insights
IV. More participation adds to the complexity of
administrative management processes, as influence
from citizens as well as technical and financial
requirements increase. A coordinating,
accountable agency and long-term planning might
eventually simplify implementation.
V. Better service quality for citizens and
business customers as well as improved
administrative efficiency are the main benefits
of E-Government programs. This will lead to
increased customer satisfaction as well as to a
better acceptance of the public sector. Cost
reduction effects will show only in the medium to
long run.
VI. There is no international standard formula
for the implementation of E-Government programs.
There should be, however, some general principles
for introducing E-Government services
successfully.
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Measurement of Balanced E-Government Overview
Course of Action
Development of target model and hypotheses
Design of measuring systems (scorecard criteria, l
evel charts / BEGIX)
1st Validation along 60 best practice examples
(desk research) and 12 case studies
(face-to-face interviews)
Conclusions, evaluation of case studies Revised
target model
2nd Validation by expert council
Review/Update
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The Balanced E-Government Scorecard Five
segments with 47 criteria
Change Management
Service Portfolio /Benefits
Efficiency
How are public organizations adopting
E-Government (community-oriented)?
What services are being offered?
What is offered, and in what quality?
11 criteria
16 criteria
9 criteria
Participation
Transparency
How can individuals influence the
decision-making processes?
How transparent and accessible is E-Government
for individuals?
6 criteria
5 criteria
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Evaluation by deploying level charts
Levels and Level Characteristics
track and trace transactions
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1 point
active information
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0,75 points
reactive information
3
0,50 points
Set of criteria for Transparency
Topicality of information Track and trace/
transparency of transaction services Track and
trace/ transparency of legislative
matters Availability of service-specific
directory (red pages) Technical illustration of
political issues
0,25 points
no acknowledgement
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no feedback at all
1
0 point
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It is still a long way from delivering merely
administrative services electronically to truly
Balanced E-Government
Quotations from Interviews
BEGIX Average Values
E-Democracy is the poor cousin of electronic
service delivery Don Tapscott, Toronto We
are not even close to E-Democracy, we have to go
a long way Mayi Canales, Dept. of the Treasury,
USA We are only scratching the surface of
E-Democracy yet Dan Chinock, Ex.Office of the
President, USA We could do more. Its so easy
to talk about E-Democracy, it is much more
difficult to do some-thing about it Britta
Lejon, Minister for Democracy and Consumer
Protection, Sweden
100
53
61
51
38
31
50
Ø 47
0
Service Portfolio
Efficiency
Transparency
Participation
Change
Management
E-Democracy
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Total overview three groups of best practice
candidates
3. Best of the best
Service Portfolio/ Efficiency/ Change Mgmt
2. Leaders of electronic service delivery
Ontario
Fairfax
Canada
UK- Online
Zoomed part
BEGIX
Virginia
100
Seattle
Ø
Sweden
1. Proficient E-Government cases with further
potential for improvement
first.gov
Tameside
Lewisham
0
100
Estland
Hamburg
Ø
Participation/ Transparency
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The Online Tools Five Targets
Tool for self evaluation and strategic
development Compass function for the public
sector Bertelsmann Foundations offer of service
and dialogue Creation of networks for the
exchange of experience, expertise and cooperative
learning Long-term monitoring of the
E-Government landscape, identification of trends
and best practices
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BEGIX - Online

• A strategic management tool for the
  self-evaluation
• of E-Government projects

http//www.begix.de
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The Help Function
Goals
Procure synergies in development and financing
Strategy
Compare your offers with others Cooperate with
potential target groups
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Your Results in comparison to the average
Watch competitors
Networking
Form steering groups with important social
actors, to share experiences and examine set
goals.
Use coalitions
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BEGIX-OnlineResults of the Self-Evaluation
(N241)
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Ten recommendations for Good E-Government
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Create transparency
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A crucial precondition for participation is
transparency. This is by no means an end in
itself. Transparency rather reflects a new way of
understanding of state and administration. The
opportunities of new media add a real dimension
to it.Thus information becomes comprehensive.
Gain in trust, increase of acceptance and
frequency of usage, easing of citizen contact
Goals
Strategy
Creation of transparent structures and processes
First Steps
carefully structured, easily accessible and
comprehensible disclosure of internal
decision-making processes and acts of
administration
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Create transparencymeasures
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Disclose process information
Make the structure and processes of
administration transparent in order to increase
citizens understanding
Give citizens the option to always
track-and-trace the status of their requests
Track-and-trace
Increase the willingness to pay fees by
publishing exact fees and costs of administrative
acts
Transparent fees
Disclose procurement information
Endeavour transparent bidding procedures and use
the opportunities of E-Procurement.
Include decision-making
As part of the creation of transparency you
should include the process of policy- and
decision-making.
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Integrate users
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E-Government is a dynamic concept aiming for an
increase of flexibility in the apparatus. To meet
this demand it is essential to let the user take
part in developing and extending the service
portfolio.
Goals
Coordinate the process of Change Management
regularly Improve the acceptance of the services
on the long term
Strategy
Adapt the development strategy to the target
groups needs
First Steps
Obtain customer information through survey Check
usage of services
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Integrate usersmeasures
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Institutionalise Surveys
Conduct regular surveys with clearly focused user
groups
Evaluate the survey results on a regular basis
and let them influence the process of your
internal change management
Exploit the results
Organise data transfer
Form suitable structures of co-operation to
exchange data with other developers of
E-Government services and applications
Exploit customer knowlwedge
Take advantage of the knowledge of your
customers, e.g. through consultations
Ease the access to your online-services with
specialised training and public terminals
Accessibility
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Bertelsmann Stiftung
Thank you for your attention! Carolin
Welzel carolin.welzel_at_bertelsmann.de www.begix.de
Bertelsmann Foundation