PSS_APAC_July 04

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(No Transcript)
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Public-Private Partnerships for Electronic
Delivery of Government Services

• Mr David Pao
• Head, Efficiency Unit (Ag.)
• The Government of the Hong Kong Special
  Administrative Region

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Agenda

• Public Sector Reform and e-Government
• Ongoing initiatives and lessons learned
• PPP options for e-Government

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Public Sector Reform and e-Government
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Public Sector Reform in Hong Kong
Vision of a world-class government
Serving the Community
Enhanced Productivity Programme
Establishment of the Efficiency Unit
Managing for results
Set up of e-Government Coordination Office
Economy Drive Programme
Reform in the 70s 80s
1992
2000
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Role of Efficiency Unit
Financial Secretary
Chief Secretary for Administration
Efficiency Unit
Responsible for driving the Public Sector Reform
agenda, including public private partnerships,
business re-engineering and organisational
re-structuring
Responsible for coordinating e-Government
initiatives
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Progress made to-date
Past
Present
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Ongoing pressure to make changes
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PPP and e-Government as major programmes
PPP
e-Government
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PPP development in Hong Kong

• Use of design, build, operate, and transfer
  arrangements for large scale infrastructural
  projects, e.g. cross harbour tunnels, bridges and
  waste management facilities
• A number of projects are currently under
  different stages of progress e.g. leisure and
  cultural facilities, marine refuse, water
  treatment plants, prison and disciplined services
  training school

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e-Government development in Hong Kong

• Household Internet penetration 60, Internet
  penetration in business sector 48
• 70 of Internet users had used e-Government
  services, of which more than 60 rated
  e-Government services as very good or quite
  good
• The Electronic Transactions Ordinance amended to
  ensure that Hong Kong has an up-to-date legal
  framework for the conduct of e-Business

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e-Government development in Hong Kong (cont)

• Deployment of the Innovation and Technology Fund
  to projects for upgrading IT and e-Business
  infrastructure in Hong Kong
• Electronic option available for 90 of the public
  services amenable to electronic mode of delivery
• Some 180 public services from over 50 Government
  departments and public agencies now available via
  the ESD Scheme
• Over 80 of Government procurement tenders
  conducted through electronic means

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Ongoing initiatives and lessons learned
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Public private sectors collaboration
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Integrated Call Centre

• An e-Government initiative cutting across
  multiple departments providing one-stop enquiry
  services for citizens
• Answered over 1.2 million calls handled 0.5
  million fax, e-mail and internet enquiries
• More than 80 of calls can be answered within 12
  seconds average waiting time of 9 seconds
• More than 90 of enquiries resolved at first time
  of call less than 2 of calls abandoned
• Customer satisfaction rate reaches 4 (on a
  5-point scale)

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Service coverage
Agriculture, Fisheries and Conservation
Department
Architectural Services Department
Buildings Department
Civil Engineering and Development Department
Electrical and Mechanical Services Department
Food and Environmental Hygiene Department
Leisure and Cultural Services Department
Highways Department
Marine Department
Rating and Valuation Department
Hongkong Post
Transport Department
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Operating model
Consult Knowledge Base
Reminder/ Escalation
Service request
Depart- ments
Hotline No.
Slope Location Etc. etc.
SLOPE Slopejkjkj jkwjek Locatiojksk n Etc.
etc. y Kjkj jkjekkrkejre kflkfldkf kksldk ksld
Jkjuwi iuiuiu iui kkdk
Department reply
Update citizen and close file
Open contacts file log details
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Collaboration and partnership
Integrated Call Centre (2) One key contractor
for providing solutions
Integrated Call Centre (1) Systems integration,
multiple vender management
Integrated Call Centre (3) Leasing of facilities
from service provider to cope with increased
service demands
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Electronic Service Delivery (ESD) Scheme

• A one-shop, customer-centric portal
• Winner of Stockholm Challenge Award 2001
• Over 180 transactional and interactive public
  services

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An innovative business model
Government
Operator
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Lessons learned

• Killer application
• Provision of tailor-made service whilst
  protecting customer privacy
• Government to adjust to a new way of doing
  business
• Private sector to accommodate certain bureaucracy

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PPP options for e-Government
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Benefits of PPP
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Range of options

• Fee-based funding
• Shared cost savings
• Shared revenue
• Full service delivery

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Fee-based funding
Opportunities
Constraints
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Shared cost savings
Opportunities
Constraints
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Shared revenue
Opportunities
Constraints

• Newly generated revenue will not impact existing
  operations
• Revenue opportunities may be the result of
  increased compliance
• Revenue may be generated from the resale or lease
  of the technology already developed

• Value added not critical, so efficiencies may
  not result
• Perception of public funds being paid to the
  private sector
• Possible legislative issues for allocating public
  sector revenue to private partners

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Full service delivery
Opportunities
Constraints
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Evaluation of options
Option
Reward

• Fee-based funding
• Shared cost savings
• Shared revenue
• Full service delivery

• degree of reward

X degree of risk
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Critical success factors
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Suggested steps to structure a PPP for
e-Government
Step 1
Step 2
Step 3
Step 4
Identify appropriate project
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(No Transcript)