Major Challenges in e-Government

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FP 6 Consultation Meeting - Major Business Work
Challenges - 19-20 April 2001
Major Challenges in e-Government Value System
in modern ISs for Public services Claude
Boulle, European Affairs
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eEurope 2002 - Impact Priorities

• MSs Agree on 20 basic public service
  measurements as basis for benchmarking
• 12 Public Services for Citizens
• Income taxes declaration, notification for
  assessment
• Job search services by labour offices
• Social security contributions
• Personal documents (passport drivers license)
• Car registration
• Application for building permission
• Declaration to police (e.g. in case of theft)
• Public libraries (availability of catalogues,
  search tools)
• Certificates (birth, marriage) request, delivery
• enrolment in higher education
• Announcement of moving
• Health related services

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eEurope 2002 - Impact Priorities (2)

• 8 Public Services for Businesses
• Social contribution for employees
• Corporation tax declaration, notification
• VAT declaration, notification
• Registration of a new company
• Submission of data statistical offices
• Custom declarations
• Environment-related permits
• Public procurement
• Benchmarking measurements
• Percentage of services available on line
• Use of on-line public services by the public

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Achieving the Objectives the Italian SIU

• SIU Sistema Informativo Unitario
• a three-yearly plan updated each year
• IS rather than IT Focus
• for Public AdministrationS
• 8 Lines for action
• Strengthening the infrastructure (PCs, LAN)
• Modernising/optimising existing ISs
• Interconnecting Administrations
• Imposing interoperable solutions (mail, internet
  connect )
• Improving software coherence
• Consistent management of fundamental
  information
• Encouraging applications co-operation between
  administrations
• Business Process Reengineering of public services

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Simplified Value Model in Private Sector
Shareholders
Enterprise
Customer
Goods Services



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IS Reengineering in Private Sector
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Value Model in Public Sector
E XPECTATION
E XPECTATION
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Expectations in eGovernment

• From user of Public Services
• be considered as a customer rather than a
  subject
• unique access point to Public Services
• cooperation between administrative levels
• consistency of information
• quality of service completeness, coherence,
  relevance, timely delivery, access for all

• From both user (businesses and citizens) and
  Public Authorities
• reduce cost of administrative procedures

• From Policy Institutions
• exemplarity of Public Services

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Expectations in eDemocracy

• From the Citizen
• Be aware, be considered
• Be a recognised participant in the debate
• Express his rights when necessary eVoting

• How to promote eDemocracy ?
• Education
• Multiple, easy to use Access Points
• Assure respect of Democracy Rules and Laws

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Issues to be considered

• Unique Access Point to eGovernment
• Consistency of information
• Personalisation
• Identification
• CRM Citizen Relationship Management
• Protection of Individual Rights
• Confidentiality, Privacy
• Digital Divide
• Scalability
• Developing a New Culture in Public Services

New set of values ? New Behaviour ? Process
Reengineering
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Consistency of Information