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“e - Government”

“e - Government”. Trends, Implications, and Issues. Session Outline. Government Reform & Electronic Service Delivery The ESD Model Service Canada Management Implications/Issues. Government Reform: A ‘90’s Theme.

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“e - Government”

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  1. “e - Government” Trends, Implications, and Issues

  2. Session Outline • Government Reform & Electronic Service Delivery • The ESD Model • Service Canada • Management Implications/Issues

  3. Government Reform:A ‘90’s Theme • “Re-inventing Government” reforms are occurring in most Western countries • Driven by: • Budgetary pressures/fiscal responsibility • Economic health/national competitiveness • Public expectations

  4. Politicians program review - “getting government right” Business national competitiveness, reduced bureaucracy IT Industry electronic infrastructure, new delivery channels Citizens as clients, taxpayers, participants Government Reform:Driving Forces

  5. The ESD Model: Definition • Electronic Service Delivery (ESD) is a common theme in government reform • In the broadest sense, ESD is the delivery of government programs and services to citizens and businesses through the enabling use of information technologies

  6. The ESD Model: Definition • ESD facilitates: • Access to information for citizens & businesses • Transacting business with government • Support to internal government operations: “e-administration”

  7. The ESD Model:Participants • ESD deals with relationships: • government-to-citizens • government-to-business • government-to-government • intra-government

  8. The ESD Model:EC vs. ESD • But relationship is different than for commercial services: • Private sector marketplace allows consumers to choose suppliers • Providers of public sector services are mandated

  9. The ESD Model:Life Cycle Events • Births • Education • Employment/business start-up • Training • Travel/relocation • Marriage • Children • Retirement • Death

  10. The ESD Model:Content • Legislation & regulations • Programs & services • Guides & decision support material • Tools, techniques, best practices • Case studies

  11. The ESD Model:Community • E-mail lists • Newsletters, bulletins • Fora & chat rooms • On-line polling, referenda

  12. The ESD Model:Commerce • Application, claims, & tax processing • Registrations, licences, permits, approvals • Service requests

  13. The ESD Model:Examples • Government to Citizen • Ordering Documentation • Students Loan Applications • Seniors Benefits • Employment Benefits • Health Care Benefits • Issuing Licences, Permits • Tax Filing

  14. The ESD Model:Examples • Government to Business • Business license renewals • T4 and employment information • Tax returns • Permits • Legal documents • Import/ export documents • User fees

  15. The ESD Model:Examples • Government to Government • Taxes • Education • Health • Intra-government • DND to PWGSC for procurement • DFAIT to Rev Can Import and Export permits • TC to HC for medical records

  16. The ESD Model:Characteristics • Access on client terms: time, place • Variety of service channels: counter-to-Web • Tailored to client need: self-help to expert • Empowerment: client directs interaction • “Disintermediation”: fewer middle-persons • Privacy and security • Affordability: cost based on value • Measured satisfaction: standards, feedback

  17. The ESD Model:Benefits • Client convenience and satisfaction • Improvements to existing services • Introduction of new services • Cost reduction

  18. Technical standards (for transaction, document, security, and network protocols) Public policy, legal and privacy issues Applications Common Services InformationContent and Publishing Information Distribution Network The ESD Model:Framework

  19. The ESD Model:New Perspectives Source: ICHU

  20. The ESD Model:United Kingdom Response • Central IT Unit (CITU) responsible to Cabinet • “Green Paper” on electronic service delivery • 25% by 2002 • Secure Government Intranet • Private Finance Initiative

  21. The ESD Model:United States Response • Government-wide infrastructure - NII • Agency CIOs reporting to agency heads • Inter-agency cooperation • Performance-based management • “Off-the- shelf” solutions, outsourcing • Modular, reusable components

  22. The ESD Model:German Response • Info 2000 Report • Bonn-Berlin Info Highway for government • E-mail, directories linking public servants • Teleworking

  23. The ESD Model:Australian Response • Office of Government Information Technology (OGIT) • IT “Blueprint” • Emphasis on infrastructure -telecommunications • “Single-window” service concept - “Centrelink” • Consolidation and outsourcing

  24. The ESD Model:Canada • Information Highway Advisory Committee • “Connecting Canadians” (School-Net, Library-Net, Community Access Program) • Federal/Provincial/Municipal Initiatives - Canada On-line http://www.intergov.gc.ca) • 1997 OECD Conference on E-Commerce • “Service Canada” • New Legislation? (Bill C-54)

  25. The ESD Model:Canada • Devolution: provinces and municipalities lead • Municipal Amalgamation: integration of infrastructures • Privatization/Outsourcing: commercial delivery mechanisms & disposition towards consolidation of IM strategies • Benefits-Driven Procurement: shared risk • “Model user” in information-based economy

  26. Service Canada:Drivers • Timeliness of services • Staff competence • Courtesy • Fairness • Outcome

  27. Service Canada:Objectives • Meet citizen/business needs for faster, accessible, streamlined service delivery • Meet GOC need for visibility in provision of public services • Provide better tools to administrators

  28. Service Canada:Channels • Telephone • Blue Pages • InfoCentre Kiosks • Computer Workstations • Distribution of Paper Products • Service Providers

  29. Department Architectures Federated Architecture Government-wide Components Business Process Business Process Business Process Business Process Service Canada:Infrastructure Department Unique Components Department Unique Components Department Unique Components Department Unique Components DepartmentShared Components Source: TBS CIO

  30. Service Canada:Enabling Technology Citizen /Business Map Access Options Info Transactions Federal Departments PKI Provincial Ministries Secure Connection Municipal Departments Non-Profit Agencies Private Sector Organizations • 5 Applications (year 1): • EI • Record of Employment • Electronic tax filing • E- Procurement & Settlement • Secure messaging Relevant, Timely Accessible Services Responding to Individual, Business and Community Needs

  31. Management Issues • New model has implications for: • clients • program/functional managers • IM/IT managers • employees • suppliers

  32. Management Issues • Leadership • Governance • Infrastructure • Privacy and Security • Changing Competencies

  33. Management Issues:Leadership • Both political and administrative • Industry Canada: Connecting Canadians -“Smart Government” • Treasury Board: • Service Canada • CIO: • Guide investments in IT infrastructure • Network strategy - Procurement approach • New infrastructure governance framework • Departments and Agencies

  34. Management Issues:Leadership • Promote vision of citizen-centered ESD • Establish multi-disciplinary/departmental teams • Consult with clients - focus on life-cycle events • Listen to employees - solicit ideas • Establish service standards - specify desired behavior • Monitor performance and recognize success - Make it real!

  35. Management Issues:Governance • Faced with a century of “department-centric” legislation • Decades of vertical “silo” processes and infrastructure • One “taxpayer” a radical concept!

  36. Management Issues:Governance • Must establish inter-departmental & inter-jurisdictional relationships - “extend the organization and share the client” • New private sector role (risk & finance) • Seek common goals and outcomes • Explore “shared-steering” mechanisms • Use “lead agency” concept • Citizen engagement in planning, design, operation

  37. Management Issues:Infrastructure • Interoperability, sharing, and re-use are key to responsive, accessible and affordable services • Architect IM/IT to align with policy and program outcomes - fit “business” model • ESD requires both “front-end” (client) and “back-end” (information/applications) infrastructures

  38. Management Issues:Infrastructure • Exploit emerging technologies, e.g. Web, to put common face on legacy forms, records, and documents • Efficiency/economies of scale through consolidation, rationalization, devolution • “Enterprise” security • Exploit benefits of Y2K exercise

  39. Management of information as a corporate asset - “stewardship” vs “ownership” Management of information separate from technology Management of all forms: text, image, audio Management Issues:Infrastructure

  40. Management Issues:Privacy and Security • Enabling legislation a key element of government strategy on electronic commerce • Bill C-54 - Personal Information Protection and Electronic Document Act: • Protects personal information in e-formats -“use with consent” • Legally recognizes secure electronic signatures • Legally recognizes electronic records as evidence • Protects privacy of personal information in private sector domain

  41. Management Issues:Privacy and Security • Need to balance access to information with right to privacy - foster sense of individual control • State policies/rules clearly to clients, partners, and employees • Design security in rather than add it on • Standardization, harmonization, and simplification

  42. Management Issues:Privacy and Security • Public Key Infrastructure: • Confidentiality and integrity • Electronic signature - authentication • Non-repudiation • Critical mass” issue: Which comes first - application or infrastructure?

  43. Management Issues:Changing Competencies • Knowledgeable and informed “front-line” staff • Multi-disciplinary work teams • New skills needed to manage strategic alliances (across departments, governments, industry) • Flexible, innovative, and adaptive workforce - continuous improvement and learning

  44. Management Issues:Changing Competencies • New client is the overall business of the organization, not just the individual department, user, or function • Program managers manage the business; IM/IT manages the information-intensive processes • IM/IT mission is to create value-added business change, not just automate processes

  45. Management Issues:Changing Competencies • “CIO” focus is equally on business and technology • IM/IT staff are “business technologists” • IM/IT focus is on providing enabling infrastructure and business oriented services

  46. Management Issues:Changing Competencies Source: Forrester

  47. The Way Forward • Changing the context for systems development - business & IM/IT planning • Preparing the organization - business model • Developing the IM/IT architecture/infrastructure • Developing business requirements - making the business case - prioritizing • Understanding privacy & security issues

  48. The Way Forward • Start with pilots and trials • Focus on easy wins • Create cross-program integration • Eliminate silos and jurisdictions • Replicate success - share best practices

  49. “e - Government” DISCUSSION / QUESTIONS

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