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E-Government Competencies: Looking Beyond Technology

Delve into the realm of eGovernment competencies with James Griffin and Prof. Dr. Tino Schuppan. Discover the importance of competencies, their types, case examples, and empirical findings for civil servants in the eGovernment landscape. Explore how qualifications differ from competencies and their significance in the digital era. Uncover the necessary skills for various roles and groups in the eGovernment domain.

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E-Government Competencies: Looking Beyond Technology

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  1. E-Government Competencies: Looking Beyond Technology James Griffin and Prof. Dr. Tino Schuppan WSIS Forum 2010 E-Government Expert Group Meeting 14 May 2010

  2. Agenda • What are Compentencies • Empirical findings • Case Example • Conclusions

  3. Questions • What are compentencies and why are they relevant? • Which competencies are relevant for civil servants in the context of eGovernment? • What kind of competencies necessary for which groups and roles?

  4. What are Competencies?

  5. Qualifications vs. Competencies • Qualifications: Formal degrees, certifications, etc. • Competencies: What a person can really do in a working context • Information: „knowing“ something – but not necessarily being able to apply it. Qualifications are input oriented – competencies are output oriented

  6. Compentencies: Terminology Competency Types: technical, social, methodological, personal

  7. eGovernment Literature • Only a few scientific articles about competency requirements for eGovernment • Methodological competencies: e.g. cost effectiveness, project management and process management • High level of importance: social competencies • Subject-matter competencies are typically divided into

  8. Empirical Findings: Survey on e-Government Competencies

  9. Competencies Survey • 40 semi-standardized interviews each lasting approx. 90 minutes • 28 Interviews in the German state public administration • 12 experts from the scientific and consulting communities (with at least five years of experience) • Questions were related to existing eGovernment-skills and to future skill requirements

  10. Existing e-government skills

  11. Future e-government skills

  12. Survey Reflection • Considerable skill deficits in certain areas • The working level‘s qualifications and multimedia competencies generally rated as good • But: general deficits in the areas of strategy, organzational change and process • (IT) Compentencies of the leadership level decisive • Attitude and awareness changes and new networked thinking necessary as well as social and communicative competencies

  13. Case Example

  14. 311 in Miami • Simple, free access • Mon - Fri. 7am – 8pm, Sat 8am – 5pm • Offers services and information from 75+ departments • Languages English, Spanish, Creole • Project Initiatied 2002, Entered Service 2004

  15. Hurricane Wilma: Storm Damage in Miami

  16. 311 Organization Calls311 Citizen All questions Call Center 1. Level CRMDatabase Difficult questions 2. Level Knowledge Base Special questions Dept A Dept C Dept B 3. Level 3. Level 3. Level 75+ Departments, Agencies, Offices, etc

  17. Compentency Framework

  18. Next Steps • Verifying this qualification map in other countries • Incorporating this map in training and educational programs • Making competencies part of national strategies

  19. James Griffin jgriffin@ifg.cc IfG.CC – The Potsdam eGovernment Competence CenterAm Neuen Markt, 14467 PotsdameMail: office@ifg.cc, Web: www.ifg.cc

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