Thoughts on efile and egov

1
Thoughts on e-file and e-gov

• CERCA
• November 7, 2001
• Stephen H. Holden

2

• OMB View on Process and Benefits From
  e-Government
• OMB e-gov task force home page

e-Government opportunities create benefits
throughout the Information Value Chain

• Reduce burden (for example, applying on-line for
  services, submitting data and payments on-line)
• Reuse information, consolidate data bases, and
  unify islands of automation to reduce maintenance
  and usage costs
• Publish information to devolve governance to
  local community
• Improve knowledge management to improve
  decisions, yielding better service, faster and at
  lower costs

Capture
Store
Query
Distribute
Analyze
Act
Learn
11
3
Layne and Lee Four Stage Model of E-gov
Government Information Quarterly 18, no. 2
(2001).
4
Context from the Research

• Public is still generally leery
• Unclear whether public will pay fees or higher
  taxes for e-gov
• Looking to local government, but they may be
  least able
• Federal government may be most able, but least
  trusted.?
• IRS e-file Market Research Data
• NIC Benchmark 2000 survey
• E-Government (Hart-Teeter) Survey
• ITAA Government Information Security Survey

5
Challenges

• Perception of privacy and security risks
• Disputed territory in the information value chain
• Public knowledge and demand is uneven at best
• Complexity of product offerings (i.e.,
  authentication)
• Who pays and how?

6
Opportunities

• Examine the value chain for opportunities
• Public trust in government is at its highest
  levels in decades Hart-Teeter Poll on Government
  confidence
• Private public sectors continue to innovate
• New product offerings improve customer and
  distributor satisfaction
• Public demand and comfort level may be quite
  consistent with agency offerings to customers
  (G2C)
• Move to on-line communitiesPew Charitable Trust
  Survey

7
The Future of IRS e-file

• Not be old enough to help meet the 80 goal
• How do we engender the trust of todays filers?
• How do we find mutual self-interest in a growing
  market?