e-government from a user perspective

Thomas JohanssonThe Municipality of Karlskrona

Sweden

Four levels of e-government

1. Presence on the Internet, static information

2. Interaction, i.e. On-line forms. No electronic signing

3. Transactions on the Internet, i.e. electronic signing of an on-line form

4. Fully integrated services, ”single sign on”

4. Integrated se

rvices

3. Transactio

ns

2. Interactio

n

1. Presence

Level of

e-s

erv

ice

Technical level

High

High

Low

Low

There are two focuses

Internal focus• Competence of

the employees• Readiness to

develop the services

• “It´s a possibility – not a threat”

External focus• “First impression

items”• Scenario based

services• “It´s quicker,

easier and better”

Were do the Swedish people access the Internet?

• 70 % is using the Internet, approximately 1/3 uses the Internet every day

• 60 % is using the Internet from their homes

Sex and age

All

Women

Men

16-24 y o

25-44 y o

45-64 y o

65-74 y o

What are people in Sweden using the Internet for?

Sex and age

All

Women

Men

16-24 y o

25-44 y o

45-64 y o

65-74 y o

• Most people using the Internet are looking for information, almost 70 %

• Second most common use of the Internet is communication

• Over 40 % uses the Internet in their contact with the authorities

A new reality

”In 1994, when I became the Mayor of Karlskrona, I was the expert when I met the citizens.

Today, they use the Internet to gather information and they always know much more than me.”

Mr Mats Johansson

Mayor of Karlskrona

Thomas Johansson

The Municipality of KarlskronaSE 371 83 KarlskronaSwedenphone: +46 455 30 47 61e-mail: thomas.johansson@karlskrona.se