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Change Management & Govern ance Process Reengineering Towards e-Government

Change Management & Govern ance Process Reengineering Towards e-Government. Manasakis Constantine, MBA, PhD Department of Political Science, Univ. of Crete Düsseldorf Institute for Competition Economics, Univ. of Düsseldorf. Defining e-Government.

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Change Management & Govern ance Process Reengineering Towards e-Government

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  1. ChangeManagement & GovernanceProcess ReengineeringTowardse-Government Manasakis Constantine, MBA, PhD Department of Political Science, Univ. of Crete Düsseldorf Institute for Competition Economics, Univ. of Düsseldorf

  2. Defining e-Government Electronic Government (e-Government) refers to “The utilization of Information and Communication Technologies (ICTs) to improve the public sector’s efficiency and effectiveness of service delivery” (United Nations, 2006).

  3. e-Government services delivery formats • Internet-based • Non-Internet based • Mobile SMS text messaging • Telephone, Fax • Closed-circuit television (CCTV) cameras • Tracking systems • Biometric devices • Smartcards • Non-online e-Voting

  4. e-Government domains I. e-Administration: Improving government processes • Reducing government processes costs by improving the input-output ratios. • Managing processes performance by planning, monitoring and controlling the performance of resources. • Making strategic connections in government agencies by strengthening their capacity.

  5. e-Government domains II. e-Citizens and e-Services: Connecting citizens • Talking to citizens by providing citizens with details of public sector activities and making public servants more accountable for their actions. • Listening to citizens by increasing the participation input of citizens into public sector actions. • Improving public services delivered to members of the public along dimensions such as quality, convenience and cost.

  6. e-Government domains III. e-Society: Building external interactions • Working better with business by the digitalization of regulation and procurement processes. • Developing communities by building the social and economic capacities and capital of local communities. • Building partnerships by creating organizational groupings to achieve economic and social objectives.

  7. e-Government domains

  8. e-Government delivery models • Government-to-Citizen or Government-to-Consumer (G2C) Applies the strategy of Customer Relationship Management (CRM). By managing the relationship with its customers and citizens, the government provides the services fulfilling the customers’ needs. • Government-to-Business (G2B) • Government-to-Government (G2G) • Government-to-Employees (G2E) Processes • Information provision • Two-way communication • Conducting transactions • Citizen participation

  9. Examples of e-Services – G2C

  10. Examples of e-Services – G2B • Approvals • Permissions • Returns • Taxes • Permits • Compliance Expand • Approvals • Compliance Close Operate Explore Opportunities Start-up • Approvals • Permissions • Registrations • Project Profiles • Infrastructure • State Support

  11. ROI Speed of Service Use of Resources Participation Transparency Infrastructure Cost of Service Traditional vs. e–Government High Low Low High Low High Months/Days Hours/Minute Low High Low High Fragmented Integrated

  12. COST OF TRANSACTIONS Traditional vs. e–Government 100 1 SPEED OF SERVICE DELIVERY 1 1000

  13. e-Government: Benefits to Government • Law & Policy-making • e-Government can be a catalyst for legal reform • Wider & faster dissemination of laws • Faster & better formulation of policies • Better Regulation • Registration & Licensing - speedier • Taxation – better revenues • Environmental Regulations – better compliance • Transportation & Police – more transparency • More efficient Services to Citizens & Businesses • Better Image • Cost-cutting • Better targeting of benefits • Control of corruption

  14. e-Government: Benefits to Business • Increased velocity of business • Ease of doing transactions with Government • Better Investment climate • Transparency and accountability

  15. e-Government: Benefits to Consumers • Cost and time-savings • Certainty in getting services • Better quality of life • Ease of access of information • Added convenience – multiple delivery channels • Possibility of self-service

  16. Government Process Reengineering The extent of change between where we are now and where the e-Government project wants to get us. e-Government projects indicate seven dimensions: • I nformation • T echnology • P rocesses • O bjectives and values • S taffing and skills • M anagement systems and structures • O ther resources: time and money

  17. Government Process Reengineering

  18. 7 Principles - Requirements of e-Government Principle # 1: Holistic Approach Principle # 2: RoadMap Principle # 3: Overcoming Challenges Principle # 4: Presses Transformation Principle # 5: Change Management Principle # 6: Capacity Building Principle # 7: Top Level Sponsorship

  19. Process Reform Management Change Management Resource Management Technology Management Procurement Management Knowledge Management Program Management Principle # 1: Holistic Approach Seven Areas of Management

  20. Principle # 1: Holistic Approach The Four Pillars of e-Gov e-Government People Process Technology Resources

  21. Connectivity Capital Capacity Citizen Interface Content Cyberlaw Principle # 1: Holistic Approach 6C Model of Implementation 6C Model

  22. Internet Backend Systems + BPR Infrastructure Service Centre People Front-end Systems Right balance between Front-end & Backend Foundation Results Principle # 1: Holistic Approach Front-end Vs. Backend

  23. Principle # 2: The e-Gov Roadmap A set of comprehensive documents that • provide a vision • indicate a direction • create a set of methodologies • lay down priorities • enable resource mobilization • facilitate adoption of holistic approach … in implementing e-Government projects

  24. Principle # 2: The e-Gov Roadmap Developing an e-Gov Roadmap • To align e-Gov efforts along the development priorities of the State • To ensure systematic approach in implementation • To ensure optimal utilization of scarce resources • To move away from champion-led approach to an institutionalized approach in e-Gov

  25. Vision Strategy Blueprint Program Ecosystem Principle # 2: The e-Gov Roadmap The e-Governance Roadmap…

  26. Principle # 3: Overcoming Challenges 1 PROCESS 2PEOPLE • Lack of Process Models • Status Quo-ism • Poor Legal Frameworks • Complex Procurement • Lack of Political Will • Official Apathy • Shortage of Champions • Lack of Skills in Govt 4 RESOURCES 3 TECHNOLGY • Budget Constraints • Disinterest of Pvt Sector • Lack Project Mgt Skills • Lack of Architectures • Lack of Standards • Poor Communication • Infrastructure • Hardware-approach

  27. Principle # 4: Process Transformation Department Centric Approach Customer Centric Approach Ingredients of Transformation Process Orientation Service Orientation Output-Based Assessment Outcome-based Assessment Departmental View Integrated View

  28. Principle # 4: Process Transformation Issues in Transformation • Degree of Transformation • Change Management • External motivation • Following Best Practice • Engaging Consultants • Top Management Support • Awareness & Communication

  29. Principle # 5: Change Management Change Management is about managing people in a changing environment so that business changes are successful and the desired business results are realized. The ADKAR Model • Awareness of Change • Desire to Change • Knowledge of Skills • Ability to apply Knowledge • Reinforcement to Sustain Change

  30. Principle # 6: Capacity Building • Policy Formulation • Committing Resources • Taking hard decisions Leadership & Vision Hierarchy of Capacity Needs • Preparing Roadmaps • Prioritization • Frameworks, Guidelines Program Development • Monitoring Progress • Inter-agency Collaboration • Funds Management • Capacity Management Program Management • Conceptualization • Architecture • Definition (RFP, SLA…) Project Development • Bid Process Management • Project Monitoring • Quality Assurance Project Management

  31. Principle # 7: Top Level Sponsorship The role of Leadership • Becoming Champions of e-Government • to achieve change of mindset • to create an environment for innovation • to provide adequate resources • Removing Barriers • to overcome employee resistance • to achieve cross-agency coordination • to create confidence in private sector to partner government • Taking Hard Decisions • to take the risks inherent in e-Government • to achieve effective Government Process Re-engineering • Articulating the needs of citizens & businesses

  32. The Europe 2020 strategy The Europe 2020 strategy aims to attain: VISION: Where…? MISSION: Through…? PILARS & GOALS: How…? [VISION] Smart growth [MISSION] through more effective investments in education, research and innovation [VISION] Sustainable growth [MISSION] through a decisive move towards a low-carbon economy [VISION] Inclusive growth [MISSION] through job creation and poverty reduction The Digital Agenda Europe (DAE) contains 4 PILARS and 13 GOALS:

  33. The Europe 2020 strategy – 4 Pilars The 4 pillars of the Action Plan Empowering citizens and businesses • Strengthening the Internal Market • Improvingefficiency • andeffectiveness of • administrations • Provide key enablers and preconditions

  34. The Europe 2020 strategy – 13 Goals The Digital Agenda Europe (DAE) contains 13 specific GOALS: • The entire EU to be covered by broadband by 2013. • The entire EU to be covered by broadband above 30 Mbps by 2020 • 50 % of the EU to subscribe to broadband above 100 Mbps by 2020 • 50 % of the population to buy online by 2015 • 20 % of the population to buy online cross-border by 2015 • 33 % of SMEs to make online sales by 20155 • The difference between roaming and national tariffs to approach zero by 2015 • To increase regular internet usage from 60 % to 75 % by 2015, and from 41 % to 60 % among disadvantaged people. • To halve the proportion of the population that has never used the internet from 30 % to 15 % by 2015 • 50 % of citizens to use e-Government by 2015, with more than half returning completed forms • All key cross-border public services, to be agreed by Member States in 2011, to be available online by 2015 • To double public investment in ICT R&D to € 11 bn by 2020 • To reduce energy use of lighting by 20% by 2020

  35. UN e-Gov World Survey 2012

  36. EU - Digital Agenda Scoreboard • Medium / Low income households with a Broadband Connection

  37. EU - Digital Agenda Scoreboard • Medium / High income households with a Broadband Connection

  38. EU - Digital Agenda Scoreboard • Availability of e-Government services to citizens

  39. EU - Digital Agenda Scoreboard • Availability of e-Government services to enterprises

  40. EU - Digital Agenda Scoreboard • Use of e-Government services by SMEs

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