Delivering on the Promises of e-government

1. Delivering on the Promises of e-government Monitoring and Evaluation in Perspective Lessons from International Experience Bruno LANVIN CITPO/GICT The World Bank PREM Week Washington DC – 26 April 2005

2. Four points • e-gov, e-strat, k-strat, d-strat • M&E as a strategic tool (WB approach) • Some lessons from experience • Avenues for action

3. Point 1 • e-gov, e-strat, k-strat, d-strat • M&E as a strategic tool (WB approach) • Some lessons from experience • Avenues for action

4. Shedding different lights at a complex set of issues Global Information Infrastructure Missing Link (Maitland Report) Digital Divide Empowerment Knowledge Content Applications Regulatory aspects Infrastructure 1985 1988 1991 1994 1997 2000 2003 2005

5. WSIS (Declaration and Plan of Action) MDGs (Goals and specific targets under Goal 8) Renewed ‘IS’ context (Information Society approach) New ‘E’ context Is ICT important for the success of the country’s D-Strategy ? Evidence from ICT4D experience DOT Force, etc .. YES E-STRATEGY Changes (PRSP, CAS, ..) Monitoring and Evaluation M&E NO Traditional ‘D’ context OUTCOME (e-readiness, connectivity, usage .. etc..) Development Strategy D-STRATEGY (PRSP, CAS, ..) Monitoring and Evaluation M&E E-strategies and Development : from D to E to IS OUTCOME (growth, competitiveness, poverty, health, education, etc ..) E-Strat, D-Strat and M&E Strat

6. Point 2 • e-gov, e-strat, k-strat, d-strat • M&E as a strategic tool (WB approach) • Some lessons from experience • Avenues for action

7. Monitoring & • Evaluation • Toolkit for • E-strategies • Results

8. METER: background and objectives • Consideration of 50+ e-strategies • Identification of goals pursued and ways to assess progress • Identification of linkages between ICT objectives and sectoral/strategic needs (WSIS, MDGs e.g. ) • Proposal for an M&E methodology and specific implementation tools

9. From LogFrame to M&E Indicators Impact Policy goals Outcomes Strategic priorities Outputs Key initiatives Deliverables Actions Resources Assumptions and risks

10. Toolkit Structure Background and rationale Module 1 Methodology Module 2 Sectoral Modules (6 & 7) Modules 4 & 5 Module 3 • Rationale • Definition • Overview • M&E Tables • Assumptions • and risks E-government • Infrastructure • and ICT sector • Rationale • Definition • Overview • M&E Tables • Assumptions • and risks • Framework • E-readiness • Security • Digital Divide • Rationale • Definition • Overview • M&E Tables • Assumptions • and risks E-business • Rationale • Definition • Overview • M&E Tables • Assumptions • and risks E-learning • Rationale • Definition • Overview • M&E Tables • Assumptions • and risks E-health Indicators and quantification Annexes

11. M&E : the 3 levels of E-government Create efficient, responsive, transparent government Publish: Provide valuable on-line information Interact: Engage society to improve government Contract: Offer cost-effective online services

12. Prerequisite Concern Activity (typical indicators) Access Infrastructure, costs, competition/ regulation (hence includes proper regulatory and competition frameworks) §Equipment (PCs, kiosks, community centers) §Teledensity §Rule of law §Pro-competitive ICT regulation (tariff and non-tariff barriers, competition in the ICT sector) §Cost (fixed line calls and Internet access) §Access for disadvantaged or excluded Basic Skills Basic education, vocational training, ICT awareness §Literacy (alphabetization rates) §E-literacy ratios per age/group/sex/region §Vocational training Content Value to government and citizens §Questionnaires on value to users/citizens and government §Content in local languages Desire Political leadership and will to reform §Public statements/decisions §Laws & regulations (perceptions of quality of legal system) Engagement Commitment of all components of civil society §Broad involvement of civil society (questionnaire/survey) §Local awareness of ICT potential for development (questionnaire/survey) General framework to include e-government in e-strategies e-government

13. Pyramid Layer Objective Indicator Data source Policy goals Create an efficient, responsive and transparent government Perception of overall administrative burden Perception of government effectiveness Office of Government and Ministry of Local Government Strategic priorities Bring valuable information online to the public, anytime anywhere a §Perception of government online presence §% pop. using govt. sites §Usage growth rate E-government CIO’s Office Key initiatives §Roll-out of online information services b §Raise public awareness through online and offline channels §No. of agencies with web sites §% of agencies with web sites §% of information services rolled-out on time E-government CIO’s Office Actions §Establish an independent central e-government group and M&E unit c Establish selection guidelines for information/content to be posted, including nature and volume Assess technology and organizational needs/requirements Develop online information platforms Offer information services on line, including local language content Develop publicity campaign to promote new e-government initiatives Solicit feedback on usability and usefulness of online government services §Central e-government team and M&E unit established by month A §Guidelines for M&E established by month B §Relevant information sources identified by month C §System functional requirements completed by month D §Mid-term implementation review conducted by month E §Public awareness survey results Project team or Central M&E unit (a) There should be a clear linkage between the type of content that is brought on-line and larger development goals, such as economic development, anti-corruption, and attracting FDI. (b) Criteria used for information publication should be related to cost and time savings and envisaged productivity gains. (c) Central e-government group responsible for interoperability and inter-agency consistency of e-government services, security, consolidation of records, and M&E. E-government Example : “interact” level

14. METER: next steps • Gather comments on the toolkit • Establish and launch METER website • Develop new modules (in partnership) • Launch revised version of toolkit at WSIS • Offer toolkit in different languages • Continue to contribute to continuous exchange of best practices in the area of e-strategies M&E • Reflect outcome in WB practices • Identify, disseminate and promote best practices

15. Point 3 • e-gov, e-strat, k-strat, d-strat • M&E as a strategic tool (WB approach) • Some lessons from experience • Avenues for action

16. ICT’s Impact on Development Measurable or strategic ? ICT access (infrastructure, equipment, connectivity) Measurable ICT & sectoral improvement (e.g. education health, etc..) ICT & Knowledge Economy, Innovation ICT & Job creation, Productivity, Competitiveness, Poverty reduction Strategic

17. Readiness Access Usage Value

18. Example of a possible ‘e-gov’ implementation chain Policy D- Strategy E- Strategy • Pursue a ‘knowledge-based’ competitiveness strategy • Improve image and efficiency of government • Enhance involvement of private sector in key areas • Redress local imbalances (social, geographic, eg) Initiatives • Enhance produc- • tive uses of ICTs • in economy and • ICT awareness in • society • Foster SME com- • petitiveness at • home and abroad Actions • Promote visible • E-government • services with • measurable • impact on SMEs • Foster regional • integration • through on-line • services to • rural areas • Establish a one- • stop portal for • SME registration • Allow and • promote on line request/issuance • of land titles and • birth certificates through commu-nity access points • Adapt legal syst. for on-line business registration (OLBR) • Create/promote portal for OLBR • Establish CAPs • Create/promote Adm. Doc. portal GDP growth % P.S. in GDP Inequality index # of hits to site (awareness) for SMEs, titles,.. SME rating of e-gov Regional disp.index ICT awareness SME competitiv. # of SMEs regis- tered on-line # of CAP created Typical M&E indicators/ time horizon Relevant M&E indicators

19. A pre-requisite for e-government: Internet Access Internet Costs and Diffusion (OECD – 2002) Internet subscribers per 100 inhabitants The ‘Nordic’ cluster ICL 60 50 40 30 20 10 0 KOR DNK SWE The ‘mature markets’ cluster CH NOR USA NL CDN UK OECD AUT POR FIN LUX GER IRL The ‘Emerging Europe’ cluster BEL FRA POL SPA CZE GRE HUN TUR MEX SLK 15 20 25 30 35 40 45 50 55 60 65 70 Average cost for 20 hours (day + evening) in $ PPP Source : World Bank, based on OECD data

20. Demand for IT solutions/leading through example Governments’ functions Informatization + Decentralization • E-government • - Customs • - Taxes • - Procurement • Statistics/macro-ec managmnt • E-democracy/local government IT Civil Society + Globalization + Market efficiency Governments’ roles • Fiscal and monetary policy • Trade/FDI policy • Diplomacy/defense • Education • Legal/regul/compet. policies • Justice/order etc. (“regalian”) Demand/Supply for IT purchases Technology supply, markets for IT Leadership + Facilitation Limits to IT imports/exports Labor supply for IT sector Incentives/limits for IT market E-strategy, national ambition/social project pursued through IT

21. NEW (increasing role) G5 • Provide and promote vision (KISS) • Address ‘Digital Divides’ • domestically • internationally • Give signals to markets • ICT as a national priority • large projects or objectives • Promote and defend national interests in international and global forums • E-government • services on line • procurement • trade facilitation • civil society participation • good governance G4 Leader G2 • Education policy • curricula/life-long learning • ICT training facilities • Wiring/networking of schools Facilitator G3 • Provide proper environment • Macro-economic environment • Fiscal policies (cost, innovation, investment, VC, PPP) • Legal/regulatory environment for ICT (competition, independent regulator, rule of law) G1 Producer • Provide access (univ serv) • Lay out ICT infrastructure • Produce ICT equipment • Finance Public R&D Usage Environment Readiness OLD (diminishing role) New roles for governments

22. 2 R = 0.3991 y = 0.6839x + 1.9399 e-government for ‘new’ government 7.00 FIN SWE GER USA UK CHL AUT CAN HKG NOR DOM FRA 6.00 SIN ITA SWI POR ICE NET First circle (top performers) TAI BRA ELS KOR AUL VEN NWZ DEN ARG BEL SPA BUL SLK ISR EST 5.00 JAP LUX INI PHI HUN JOR Second circle (the contestants) IRE EGY SRI MLT THA CZE GRE PER GUA INO 4.00 JAM Facilitators PAN URU MEX TUR BOL RUS VIE POL CHN LAT ROM ZIM UKR 3.00 PAR COS LIT SAF NIC COL SLV Third circle (ready or not) BAN NIA TRI ECU HON 2.00 MAU 8.00 2.00 3.00 4.00 5.00 6.00 7.00 Note : the ‘Government’ variable of the GITR index has been used as proxy for Government leadership (x), whereas ‘Competition in telecoms’ has been used as an indicator of the effectiveness of Governments as facilitators (y) Leaders

23. Point 4 • e-gov, e-strat, k-strat, d-strat • M&E as a strategic tool (WB approach) • Some lessons from experience • Avenues for action

24. The A,B,C,D,E of the Digital Divide Access Basic skills Content Desire Engagement - Infrastructure, costs, competition/regulation • Basic education, vocational • training, entrepreneurship - Local value, languages - Local will to reform • Commitment of all compo- • nents of civil society

25. Direct effets • Increased public sector efficiency • Savings for governemnt (lower administrative costs) • Better management of public resources • Better access to public services by firms and citizens • Savings for users (time and money) • Extended coverage (geographic, social, timewise: 24/7) • New services offered (e.g. itineraries, doc search & comparison,.) • Improved economic governance • Data on traffic (flows of goods & services, payments, tracking, ..) is more precise, quasi-instantaneous and cross-referentiable • Public service staff can find renewed motivation • Cooperation improved between public sector, private sector and citizens

26. Indirect effects • Transparency/governance • e-procurement (on-line tendering) • Selectivity systems in customs and other inspection-based services • Involvement of citizens in policy debates and decisions • Business competitiveness • Faster services (registrations, licenses, authorizations,..) • Timely access to strategic data (prices, markets, laws/regulations,,..) • IT knowledge and litteracy • learning-by-doing, incremental improvements to software, etc… • Breaking psychological barriers (public access points, ..) • Building information societies • Turning local knowledge into value and competitiveness (culture, modus operandi,..) • Attracting external partners (trade, investment, ..) • Contributing to global development efforts (MDGs)

27. Consider and promote e-government as a government-centered effort Consider and promote e-government as a technology-driven effort Replace every paper-based process by an electronic process Offer ‘ministry-specific’ e-solutions Launch, measure, punish/reward Focus the e-government process on users (citizens & businesses) Focus e-government strategy on people (both on the government and on the users side); favor technology-neutral choices Use e-government as a tool to foster changes in attitudes and thinking, and as an instrument for reforms Rally government-wide energies and competence around common procedures and standards (back office), and an ‘all-of-government’ approach (front office) Adopt an early common approach to monitoring and evaluation (accountability, ownership, results) e-government vs better government Ways to fail Ways to go

28. Thanks for your attention blanvin@worldbank.org