Building EGovernment Trust

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McMaster University Business K778 Seminar
Building E-Government Trust Isaac Wong April 2,
2002
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AGENDA
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Introduction

• What is E-Government?
• Definition
• E-Government refers to the use by government
  agencies of information technologies (such as
  Wide Area Networks, the Internet, and mobile
  computing) that have the ability to transform
  relations with citizens, businesses, and other
  arms of government.
• - World Bank http//www1.worldbank.org/publicsec
  tor/egov/definition.htm

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Introduction

• Benefits of E-Government

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• Better Services Delivery to Citizens
• Improved Services for Businesses
• Transparency Anticorruption
• Empowerment through Information
• Efficient Government Purchasing

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• Benefits of E-Government
• The Bottom Line

Introduction
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Introduction

• Key Drivers of Success
• Pre-Conditions

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• State of telecommunications infrastructure
• Legal and regulatory environment
• Financial support
• Knowledge divide
• Political willingness

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• E-Government Sectors

Introduction

• Government-to-Government (G2G)
• Foundation of e-government
• Sharing data, information, knowledge and wisdom
  among agencies (all levels)
• Government-to-Business (G2B)
• E-Procurement
• Government-to-Citizen (G2C)
• Regards as primary goal of e-government
• Provide public access to government information
  through the use of various digital channels such
  as kiosks, web sites e-mails.

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• G2G Example China Police Intranet

Introduction
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• E-Government Sectors

Introduction

• Government-to-Government (G2G)
• Foundation of e-government
• Sharing data, information, knowledge and wisdom
  among agencies (all levels)
• Government-to-Business (G2B)
• E-Procurement
• Government-to-Citizen (G2C)
• Regards as primary goal of e-government
• Provide public access to government information
  through the use of various digital channels such
  as kiosks, web sites e-mails.

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Introduction
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• E-Government Sectors

Introduction

• Government-to-Government (G2G)
• Foundation of e-government
• Sharing data, information, knowledge and wisdom
  among agencies (all levels)
• Government-to-Business (G2B)
• E-Procurement
• Government-to-Citizen (G2C)
• Regards as primary goal of e-government
• Provide public access to government information
  through the use of various digital channels such
  as kiosks, web sites e-mails.

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Introduction
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• U.S. E-Government Spending Projection

Introduction
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• Y2000 USD1.5B
• Y2005 USD6.2B
• G2G G2B 70 Spending in Y2000
• Revenue From USD1B (Y2000) to USD4B (Y2005)
• G2C 30 Spending in Y2000
• Revenue From USD455M (Y2000) to USD2.2B
  (Y2005)
• Source Gartner Group, Inc.

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• How Big is E-Government?

Introduction

• Government Spending as
• a percentage of GDP (1997)
• Complete Sample 15.8
• Developed Countries 17.8
• Transition Economies 17.2
• Developing Countries 15.0
• Africa 14.3
• Latin America 14.1
• Asia 16.8
• Source United Nations
• Even with a fraction of Government spending on
  E-Government, it is still big!

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• Guiding Principles of Success

Introduction
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• Citizens and businesses centric
• 24 hours, 7 days a week service
• Guaranteed response
• Ubiquitous access from any place, anywhere
• Intuitive to use
• Proper handle for security and privacy
• Multiple delivery channels with choice

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• What Citizens Want

Introduction
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• Renewing a drivers license
• Voter registration
• National Park information reservation
• Voting on the Internet
• One portal for all government services
• Ordering birth, death marriage cert.
• Filing taxes
• Hunting Fishing licenses
• Accessing medical information
• Source Center for Technology in Government,
  University at Albany/SUNY

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• Types of E-Government Web Sites

Introduction
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• Information Only Web Sites
• Information Exchange Web Sites
• Fully Transactional Web Sites

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• E-Government Trust Framework

Introduction
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• What Citizens Concern
• Top Concerns

Introduction
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• Security
• Privacy
• Source http//www.excelgov.org/egovpoll/report/at
  titudes_5.htm
• 3 have security policies
• 6 show privacy policies
• Source World Markets Research Centre

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• Six Areas of Security Concern

Introduction
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• Security Program Management
• Access Controls
• Software Development Maintenance
• Segregation of Duties
• Operating Systems Controls
• Service Delivery
• Source United States General Accounting Office
  (GAO)

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• What Citizens Expect

Introduction
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• Confidentiality
• Reliability
• Consistency
• Predictability
• Availability
• Authenticity Integrity
• Non Repudiation
• Assurance
• No Unintended Unexpected Consequences
• - Source US 2001 NECCC Citizen Confidence And
  Trust Workgroup

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• Network Consideration of E-Government

Introduction
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• G2G
• Intranet
• Extranet
• G2B
• Extranet
• G2C
• Internet

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• Security Technology

Introduction

• Technology Function
• Symmetric Key Confidentiality
• PKI Authentication, Confidentiality
  Non- Repudiation
• Digital Certificates Confidentiality,
  Authenticity, Integrity
• SSL Authentication, Integrity, Confidentiality
• Secure HTTP Authentication, Confidentiality,
  Integrity
• SET Authentication, Confidentiality, Integrity
• Encryption Confidentiality
• Cookies Authenticity
• S/MIME Confidentiality, Integrity
• Single Sign-On Authenticity, Confidentiality
• P3P Confidentiality
• Biometrics Authenticity, Confidentiality

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• Security Policy

Introduction

• Security Policy utilizes the technology
• To provide protection from the security risk
  through authentication services, access controls,
  confidentiality measures, data integrity measures
  and non-repudiation services
• Security Policy should be consistent among all
  government sites
• Security Policy should be available for citizens
  to view online
• Allows citizens to make intelligent choice

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• Privacy Practices

Introduction

• Personal Information name, address, e-mail
  address, telephone number, credit card number,
  social security number, occupation, income,
  family information, interests, and education.
• Notice/Transparent
• Provide citizens with notice on what the
  information is collected, how is collected
  used, whether the information is disclosed to
  third parties, and whether third parties are
  collecting information through as well
• Choice
• Provide citizens with choice on how private
  information is used beyond the original intent
• Right to access to the personal information
• Review Update
• Ensure the security on the personal information
• Including all data sources forms

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• Privacy Policy

Introduction

• All e-government web sites must have a privacy
  policy that addresses the following
• Use of server logs
• Any use of cookies and its purpose
• Information collected by other technologies and
  processes
• Information collected via e-mail and other
  web-based forms. A web-based form must provide a
  hyperlink to the privacy policy. This form should
  also include an opt-out alternative as well
• Web pages designed for children must comply with
  all applicable laws to protect minors
• Prior to providing access to information or
  services on an e-government web site that require
  user identification, each site must implement
  appropriate security and privacy safeguards such
  as SSL and S-HTTP

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• Brand Building

Introduction
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• Branding can influence the perceptions of
  trustworthiness
• Attention should be paid to the following
  branding values
• Reliability
• Confidence
• Professionalism
• Citizen Centric

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• Brand Building Strategies

Introduction
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• Consistent Common Look-And-Feel
• Interoperability
• Citizen Relationship, Communication Education

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• Common Look-And-Feel

Introduction
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• Most E-Businesses have strong central guidelines
  on CLF across their different web sites and
  coordinated branding
• Example Yahoo
• Government departments often work in silo and are
  hard to coordinate. The governments should do the
  same as the e-business community
• Example Environment Canadas Canadian
  Information System of Environment Project

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• Common Look-And-Feel

Introduction

• The fact that citizens do not frequently use
  these services makes it important that these web
  sites have consistent common look-and-feel, are
  easy to use and navigate, and that citizens need
  not devoting significant amounts of time to
  learning how to use them (e.g. Applying for
  marriage license).
• The more that the e-government web sites comply
  with a consistent common look-and-feel
  standard, the more straightforward they are to
  use across the their different e-government
  sites.

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• Interoperability

Introduction
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• Basic building block to provide better services
  that tailor to the needs of the citizens and
  businesses.
• Interoperable systems are ones in which several
  systems based in different departments understand
  each other and work seamlessly together.
• Clearly defined interoperability policies are
  also important to build the e-government brand.

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• Interoperability

Introduction
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• The key policy decisions in interoperability are
• to align with the Internet
• to adopt common specifications used on the
  Internet
• to adopt a universal standard such as Extensible
  Markup Language (XML) as the primary standard for
  data integration, exchange and presentation tools
• to use common browser standards.

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• Specifications of Data Integration

Introduction
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• Metadata/Meta Language (e.g. XML)
• Metadata Definition (e.g. XML Schema)
• Data transformation (e.g. Extensible Stylesheet
  Language, XSL)
• Data modelling (e.g. Unified Modelling Language,
  UML)
• Minimum interoperable character set (e.g. 8 bit
  UTF-8)
• Geospatial data (e.g. Geography Markup Language,
  GML)

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• Interoperability

Introduction

• Standard specification for interconnectivity is
  the key to interoperability.
• E-Governments must decide on the following
  components
• Hypertext transfer protocols
• E-Mail
• E-Mail security
• Directory
• Domain name services
• File transfer protocols
• Newsgroup services
• LAN/WAN networking
• Security
• Transport

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• Interoperability
• Browsers

Introduction
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• The services to be delivered to the citizens will
  dictate the expected specifications to be
  supported by the browser.
• Since not all browsers have the same capability,
  a minimum level of information is required to
  satisfy all browsers that the e-governments
  intend to serve for information access.

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• Minimum Browser Requirements

Introduction

• Hypertext interchange formats (e.g. HTML v3.2)
• Document file types (e.g. Rich text format .rtf)
• Character set and alphabets (e.g. UNICODE)
• Graphical/still image information exchange
  specifications (e.g. JPEG)
• Scripting (e.g. ECMA 262 Script)
• Extended Hypertext interchange format (e.g. HTML
  v4.0)
• Extended Document file types (e.g. Acrobat .pdf)
• Extended Spreadsheet file types (e.g. Delimited
  file .csv)
• Extended Graphical/Still image (e.g. Tag Image
  File .tif)
• Vector Graphics (e.g. Scalable Vector Graphics
  .svg)
• Moving Image and audio/video (e.g. MPEG .mpg)
• Audio/video streaming data (e.g. Real Audio .ram)
• Animation (e.g. Macromedia Flash .swf)
• Extended programming (e.g. Java Virtual Machine)
• General purpose files and compression (e.g. ZIP
  .zip)

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• Managing Relationship

Introduction

• Traditionally, customer relationship management
  (CRM) systems are designed for the business
  community.
• The objectives are to reduce costs and improve
  customer service.
• Build-it-and-they-will-come strategy wont
  work.
• Continuous dialogue is key to the success
• E-governments should make use of the CRM (Citizen
  relationship Management) system
• The functionality of the CRM is directly aimed at
  e-government activities.

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• Citizen Relationship Management (CRM)

Introduction
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• CRM can apply to many areas such as entitlement
  management, tax and revenue management,
  enforcement and compliance, health care services,
  logistics management, and recruiting, training
  and education.
• Example 1 Entitlement agencies such as the
  department of social services can use the CRM to
  manage their client lifecycle, from eligibility
  assessment, through enrollment, to benefits
  delivery.
• Example 2 The tax and revenue departments are
  able to use the CRM to maintain a consistent view
  of all taxpayer interactions across different
  delivery channels such as the Internet, phone,
  walk-in, e-mail and regular mail.

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• Educating Citizens

Introduction
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• Other than CRM, the governments should take
  initiatives in educating the citizens through the
  implementation of citizen outreach in how the
  security and privacy issues are addressed.
• This provides the government with an opportunity
  to increase the level of trust that citizens have
  in e-government activities.

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• Conclusions

Introduction

• E-government is about changing the way citizens
  and businesses interact with government. It makes
  sense to find out their expectations and concerns
  (major concerns issues of computer security and
  privacy).
• Policy, technology and brand are the three
  dimensions in building e-government trust and are
  supported by favourable pre-conditional factors
  infrastructure, legal regulatory, financial
  support, knowledge divide, and political
  willingness
• The issue of trust in e-government is fundamental
  to its eventual success. If citizens and business
  community cannot trust that information is safe
  and secure during transactions, the e-government
  initiatives will never reach its potentials.

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• Acknowledgements

Introduction
Trust Framework

• Dr. YuFei Yuan for his guidance and support
  throughout the research
• R.C. McCrimmon for his valuable inputs to the
  manuscript

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