Measuring and evaluating e-government performance in the Arab World

1. Measuring and evaluating e-government performance in the Arab World 3rd meeting of working group 2 on the e-government and administrative simplification Dubai, UAE 12-13 March 2007 Dr. Ehab M. Moustafa Principal & Lead Consultant InterCan Development Company Ltd.

2. Agenda • Issues to address • Definitions • Scope • The problem • Observations • Conclusions Dr. Ehab Moustafa

3. Issues to address • Why governments need to measure and evaluate e-government? • prioritise actions, • justify investments, • assess impacts • What are the challenges that governments have to face in measuring and evaluating e-government progress? • lack of evaluation culture, • poor evaluation skills, • measurement problems Dr. Ehab Moustafa

4. Shsh Shsh sssssssssssssssssssssss shsh Central Gov Legislative System Local Gov Civil Society Legal System Governance & Government • Governance is the processes of governing (The function) • Government is established to administer these processes and systems (the Mechanisms through which we are governed) Dr. Ehab Moustafa

5. Governance Model To govern is to • Set policies • Regulate – how these policies are implemented • Serving society – rendering services to your constituency Dr. Ehab Moustafa

6. What the e in eGovernment means? • e-Government = more efficient and effective government Dr. Ehab Moustafa

7. The new face of governance • Globalization forces governments to compete • Constituencies demanding for better governance • Governing with customer focused philosophy • Change in governance culture Dr. Ehab Moustafa

8. survivors • “The species that survived were not the most intelligent (or strongest) – they were the most adaptable to change” Charles Darwin Dr. Ehab Moustafa

9. Stage networked transactional interactive enhanced emerging Stages of service delivery in eGovernment Dr. Ehab Moustafa

10. e-Government Strategic Goals (versions) • In 1990’s • was to make the Federal government more results-oriented (effective), efficient and citizen-centered. • In 2000’s • Reinventing the way we do business, more interactive and transactional (but keeping basic structures of government unchanged!!!!) • Next decade • Dramatic changes to the government we know, more direct participation of the constituency and empowering CS to create the Information Society Dr. Ehab Moustafa

11. Create own model • Real reinvention • Addressing efficiency • interoperability • Focus on effectiveness • Change image • Drive the e-economy • eBusiness • eCommerce • Information provision • Imitate e-business • Web presence • Branding e-Gov III • New governance model • Good Governance • e-Citizen • e-Inclusion • e-Participation • e-Fusion • e-Democracy • Bigger role 4 CSO • Real Globalization • New democratic structures e-Gov II • Serious BPR • Citizen focus • Focus on Core business • Service delivery enhancement e-Gov I 1990’s 2000’s 2010’s e-Gov Evolution Dr. Ehab Moustafa

12. Mini D Mini C Mini B Mini A Citizen Centric Government Redesigned Service Dr. Ehab Moustafa

13. The Tripartite e Civil Society State Business Sector Dr. Ehab Moustafa

14. The 10 Golden Questions 1. Why are we pursuing e-government? 2 Do we have a clear vision and priorities for e-government? 3. What kind of e-government are we ready for? 4. Is there enough political will to lead the e-government effort? 5. Are we selecting e-government projects in the best way? 6. How should we plan and manage e-government projects? 7. How will we overcome resistance from within the government? 8. How will we measure and communicate progress? How will we know if we are failing? 9. What should our relationship be with the private sector? 10. How can e-government improve citizen participation in public affairs? Dr. Ehab Moustafa

15. Back to Governance and e-Government Dr. Ehab Moustafa

16. Good Governance Good governance has 8 major characteristics, they are: • participatory, • consensus oriented, • accountable, • transparent, • responsive, • effective and efficient, • equitable and inclusive, and • follows the rule of law Dr. Ehab Moustafa

17. It’s about knowledge • Better governance is about better policy and decisions making • The key to a GOOD governance is knowledge. Context Independence wisdom Understanding Principals Knowledge Understanding Patterns Information Understanding relations Understanding Data Dr. Ehab Moustafa

18. Efficient Governance • The aim of e-government initiative is to provide efficient government management of information to the citizen; better service delivery to citizens; and empowerment of the people through access to information and participation in public policy decision-making. Dr. Ehab Moustafa

19. 4 Perspectives Citizen Perspective Government Perspective Civil Society Perspective Business perspective Dr. Ehab Moustafa

20. e-GovFunctions Business processes Help Desk Business rules Citizen Centric e-Gov Architecture E - Services G2C G2E G2B G2G Knowledge Management Gov Knowledge Base Dr. Ehab Moustafa

21. Knowledge Management Policy making Citizen Business Rules Businesses Knowledge base Business processes e-functions partners Help Desk e-services Dr. Ehab Moustafa

22. QUESTION??? • ARE WE PROBING THE RIGHT INDICATORS? • Does our dashboard contain the proper navigation aids? • What these indicators are telling us? Dr. Ehab Moustafa

23. Strategy definition and execution Mission and Core Values Our desired future Vision Differentiating activities Strategy What we must do well in order to implement our strategy. Objectives Civil Serv. Learning Internal Processes Citizen Financial How strategic success is measured and tracked. Measures Internal Processes Civil Serv. Learning Citizen Financial Initiatives Dr. Ehab Moustafa

24. Citizen perspective Mission Goals & Objectives A- goal 1 B- goal 2 C- goal 3 Internal process perspective Financial perspective Indicators A Indicators B Indicators C Learn & Growth perspective measurement Balanced Progress Measurement Dr. Ehab Moustafa

25. Move from the stakeholders perspective • G2C G2B G2E G2G • e.g. G2C • Inclusion • Access 10 steps scale to achieve full access • Organization • Legal • Services • willingness Dr. Ehab Moustafa

26. ACCESS eLearning eConsultation Legal ICT Infrastructure eInfo eServices G2C inclusion progress radar Dr. Ehab Moustafa

27. Challenges for the Future: Building Governance Capacity • The three major domains of governance - the state, the private sector and civilsociety - must address new cross-cutting issues in a complex and uncertain era of political and economic globalization. Dr. Ehab Moustafa

28. The Arab’s Knowledge Society • The status of Arab knowledge at the beginning of the 21st century, despite the presence of significant human capital in the region, the report concluded that disabling constraints hamper the acquisition, diffusion and production of knowledge in Arab societies. This human capital, under more promising conditions, could offer a substantial base for an Arab knowledge renaissance. Its closing section puts forward a strategic vision for creating knowledge societies in the Arab world based on five pillars: Guaranteeing key freedoms; Disseminating quality education; Embedding science; Shifting towards knowledge based production; and Developing an enlightened Arab knowledge model. The UNDP Arab Human Development Report - 2003 Dr. Ehab Moustafa

29. Suggestions & Recommendations • Strategies the 4 perspectives for all • Establish a work group to develop the balanced progress indicators and agree with the stakeholders on the measures and mechanisms of deployment and reporting. • Encourage the creation of national Forums network that will be responsible of measuring and reporting the progress. Dr. Ehab Moustafa