IS3037

1
IS3037

• Technology Applications for eGovernment

First Course in the BBA eGovernment
Minor http//fabweb.cityu.edu.hk/is3037 http//is3
037.kwiki.biz
2
Learning Objectives

• Examine the IT applications that are appropriate
  for various eGovernment contexts
• Evaluate eGovernment strategies and initiatives
  from the IT perspective
• Understand how IT is used in the Hong Kong eGov
  context
• Identify opportunities and threats that lie ahead
  for Hong Kong, given political, cultural and
  economic influences.

3
Course Layout - Lectures

• 1 Introduction to eGovernment with a technology
  focus
• 2 eGov strategies what are govs trying to
  achieve? And How?
• 3 The current eGov situation in HK technology
  strategy.
• 4 Global eGov what is everyone else doing?

• 5 Technologies for eGov facilitating
  transactions participation
• 6 Legal Ethical Aspects of eGov Technology Use
• 7 Guest Lecture 1
• the .gov perspective
• 8 Guest Lecture 2
• the .com perspective

4
Course Layout - Lectures

• 9 Cultural influences on eGov what do the
  citizens think?
• 10 How should a government go e? The
  Gov-2-eGov challenge.

• 11 Presentations 1
• 12 Presentations 2
• 13 Revision

5
Course Layout - Tutorials

• Tutorials will be lab classes
• We will explore a variety of .gov websites
• There will be some case studies of eGovs
• We will be using TikiWiki software in class and
  for coursework to help manage our learning.

6
Skills to be Developed

• Analytical Problem Solving Skills
• Problems, cases, situations, decisions
• Evaluation skills
• Which technology is appropriate and why?
• How may culture influence eGov development?
• How may citizen resistance to change develop and
  what can we do about it?

7
Abilities/Actions

• Things that you should be able to do (with some
  confidence)
• Analyse processes in eGovernment
• Reach decisions on technology applications as
  well as strategic directions
• Investigate technology impacts
• Understand the interaction between technology,
  processes and people
• Recognise ethical or legal complications or
  dilemmas and resolve them.

8
Course Layout - Numbers

• Exam 50
• Coursework
• 1 group project, investigating the technologies
  used in eGovs globally 20
• 1 group project, building an eGov portal to
  compete with ESDLife 20
• Participation in class 10
• Attendance recommended ?
• You will see and do many more things in class
  than the ppt slides suggest.

9
Introductions

• What is eGovernment?
• How e should a government be?
• Why go e?
• Which technologies are likely to be relevant to
  eGovernment?
• How e is the HK government?

10
What is eGovernment?

• the delivery of public services, where there is
  an online or Internet based aspect to the
  delivery of the services
• the conduct of government business (including
  legislators and the legislative process), where
  online or Internet based aspects are under
  consideration.

11
What is eGovernment?

• The application of e technologies and
  principles which offers the opportunitiy for
  governments to be (more) responsive to their
  citizens
• Content responsiveness
• Functional responsiveness
• Political responsiveness

12
What is eGovernment?

• It is not just about technology or providing
  services online.
• Rather it is about changing the nature of
  government itself to a more open, transparent,
  fair, participative institution.
• eGovernment is (or should be) so different from
  traditional government that it requires a
  fundamental reshaping of government itself.

13
What kind of value can eGov bring to citizens and
businesses?

• Convenience ease of use
• Better quality information
• End-to-end self-service for and by citizens,
  businesses, visitors,
• Relationship building
• Citizen centricity
• Is eGov for Gov or for you and me?

14
What kinds of application areas exist?

• eTax
• ePolice
• eCensorship
• eCitizenship
• eVoting
• eControl

• eTransactions
• eShopping
• eProcurements
• eMarriage
• eLoyalty
• ePatriotism

15
Adoption of eGov
by eCitizens
Digital Loyalty
Prefer to use online services
Retention
Will continue to use online services
Use more than one online service
Value
Recognition
Use an online service once
Access
Know about online services
Awareness
Have Internet access
Adapted from Deloitte Research
16
How e should a government be?

• eTransactions?
• All information and services online?
• Is it feasible?
• Can the govt departments cope?
• Just those services that a critical mass of
  citizens ask for?
• If services are provided, will citizens use them?
• Not if the business model is weak

17
Barriers to eGov 1

• Citizen apathy
• Why bother? The Government is irrelevant.
• Comfort
• It is easier to do it the old way. I prefer to
  pay cash over the counter or pick up a paper
  form.
• Security
• I dont feel safe online. Is my private data
  protected?
• I dont trust the Government.

18
Barriers to eGov 2

• Functionality
• Can I do what I want or what the Govt wants?
• Some services are inappropriate for online
  access.
• Technology
• Availability, cost, knowledge, suitability
• Power Control

19
Why go e?

• Efficiency?
• Effectiveness?
• Empowerment?
• Votes?
• Cost cutting?
• Competitive Pressure?

20
Why go e? 1

• Efficiency
• Work can be completed more efficiently.
• Email makes a difference
• Documents can be processed/stored/retrieved more
  quickly.
• Documents stored as docs or pdfs can be read on
  different platforms, accessed across govt easily,
  updated,
• Decisions can be reached more quickly, cheaply
• Less time, fewer people, better processes, cost
  reduction

21
Why go e? 2

• Effectiveness
• Can eGovernment be better than traditional
  government?
• Can we provide better quality services
• Can we increase the satisfaction of citizens and
  businesses?
• Can these improvements help government itself in
  the longer term?

22
Why go e? 3

• Empowerment
• eGovernment, like many other forms of eCommerce,
  empowers people.
• It can empower citizens, civil servants,
  employees to take control (if they want to)
• It can also disempower other people usually
  more senior people, and make them redundant
• So perhaps empowerment also helps save costs?

23
Why go e? 4

• Votes
• If we deliver better services, will voters vote
  for us again?
• If we have a strong, citizen-centric eGovt
  strategy, will citizens vote for us?
• Do citizens really want or care about these
  services?

24
Why go e? 5

• Cost Cutting
• Initial costs may be higher than for traditional
  channels
• It takes time to get a critical mass
• Savings come through scaling down/abandoning one
  or more channels
• Ethical implications?

25
Early and Later Costs of eTransformation
Adapted from Deloitte Research
26
Comparative Costs

• Canada
• Transaction costs
• FTF 44
• Mail 38
• Phone 8
• Online 1

• Norway
• Revenue Gained
• Extra NKr1 Billion reported
• Extra NKr400 million in tax payments
• Staff reduction of 200
• NKr1 HK1.1

27
Why go e? 6

• Competitive Pressure
• Who is competing with the government?
• Usually there is only one!
• Well, who is competing with the HK SAR Govt?
• Who is competing with HK?

28
Technologies Relevant to eGovernment

• Web page creation technologies
• html/xml editors, graphic/animation design tools
• Info knowledge sharing technologies
• inc. digital documents, email, web-spaces, wikis,
• Transaction facilitating technologies
• epayments, forms, databases, voting, applying,
  authentication/encryption,
• Data mining technologies
• What can we learn from our data?
• Performance measurement technologies
• How well are we doing? Benchmarking.

29
How e is the HK Govt?

• 92 of services are (at least partially) online
• Most govt depts have a web presence
• Extensive strategic planning for eGov
• Promotion of eGov activities
• ESDLife
• International awards for eGov maturity

30
How e are HK citizens?

• Do people actually use eGov services?
• eBanking has become popular in HK. Is it a
  competitor with eGov?
• Do people trust the HK Govt?
• Do they feel safe online?
• Are they willing to engage in online
  transactions?

31
The eFuture?

• How should governments promote eGovernment to
  their citizens?
• How can technology help?
• How should governments plan their eGov
  initiatives?
• How can technology help?
• Which technologies are appropriate?

32
Coursework 1

• Start immediately. Due on Sept 20th by email to
  me.
• A survey of attitudes towards eGovernment in Hong
  Kong.
• See the course web page for more details.
• 10 of IS3037.