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Experiences and policy implications

E-GOVERNMENT IN THE NETHERLANDS

Margriet de Vos

Produced as implementation of the project

ERA_IP_10_2008/11/2008

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CONTENTS• Introduction on E-Government

– Definition– E-Government phases– E-Government aims

• E-Government in The Netherlands– NL factsheets– Examples of E-Government in NL– Experiences with DigiD, IBG and Studylink– Main question– Other cases

• Succes and failure factors of E-Government

• Policy implications

• E-Government Myths

• Conclusion

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E-GOVERNMENT (Jongmans 2007)

refers to the Governments’

use of Information Technologies

to exchange information and services

with citizens G2C, businesses G2Band other arms of the government, societal

Organizations, civil servants (G2G)

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STEPS FROM ELECTRONIC GOVERNMENT TO CONNECTED GOVERNANCE UN GOVERNMENT SURVEY 2008

emergingenhanced

interactivetransactional

connected

integrationtransformationE-government

continuum

complexity

valu

e

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AIMS (UN E-gov survey)

Internally• Avoidance of duplication• Reducing transaction

costs• Simplifying bureaucratic

procedures• Greater efficiency• Greater coordination and

communication• Enhanced transparency• Information sharing

between agencies• Security of information

management

Externally• Faster service delivery• Greater efficacy• Increased flexibility of service

use

• Innovation in service delivery

• Greater participation• Greater citizen

empowerment• Citizen participation

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NL FACTSHEET

• Population 16.4 mln • 12 provinces, 467 municipalities

• Housholds with internet access: 86%• Housholds with broadband connection: 74%

• Individuals having ordered online last 3 months: 43%• Individuals using internet for interacting with public

authorities: – 48% obtaining information– 30% downloading forms– 32% returning filled forms

Eurostat 2008 (e-government factsheets)

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GLOBAL E-GOVERNMENT SURVEY 2008 UN

E–Government Readiness Index

Top 10 CountriesCountryIndex

1. Sweden0.91572. Denmark0.91343. Norway0.89214. United States 0.86445. Netherlands0.86316. Republic of Korea0.83177. Canada0.81728. Australia0.81089. France0.803810.United Kingdom0.7872

E–Participation Index Top 10

CountriesCountryIndex

1. United States1.00002. Republic of Korea0.97733. Denmark0.93184. France0.93185. Australia0.88646. New Zealand0.79557. Mexico0.75008. Estonia0.72739. Sweden0.659110.Singapore  0.6364

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GROUP WORK

Why is e-participation still low in NL,although the e-readiness score is so high( 86%)?

– Geographical reasons– Cultural reasons– Political reasons– Economical reasons– Legal reasons– etc

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E-READINESS• IT-education• Welfare• income/Digital

device• population density• Wire-friendly soil

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GAP BETWEEN E-READINESS

AND E-PARTICIPATION

INDIVIDUALISM

16,5 MLN OPINIONS NOT TOP DOWN

MISTRUST 16,5 MLN IT-EXPERTS

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GOVERNMENT.NL

NORAReference architecture(Bayens 2006)

COULD be usedby municipalities

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• Overheid.nl (2003)

• 2003: Taxes: belastingdienst.nl

• 2004: Biometric Passport /ID card

• 2004 C2000 Digital radio network (Public order/safety)

• 2005 Identification signature: DigiD 2005

• 2007 Unique Citizen Service Number

• 2007 Dutch donor registration

• 2008 IBG, study link (enrollment unversities)

• 2009 Electronic Patient records

National action program on electronic highways 1994

Dutch Digital Delta 1999

Better Government for cititzens and business 2000

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2006 DigID Authentication service and message system

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2006 DigiD AUTHENTICATION SERVICE AND MESSAGE SYSTEM

Citizen serviceNumber

Identification and signature

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EXPERIENCES WITH E-GOVERNMENTCOLLABORATION WITHIN A CHAININ THE NETHERLANDS

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MAIN QUESTION

• Which lessons can we draw for public sector transformation from the Dutch experiences with E-Government collaboration within a chain?

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ASSIGNMENT

1. Discuss the experiences with DigiD, IBG and Studielink in NL: what’s going right or wrong.

2. Compare this system to the enrollment systems in other countries or to other integrated systems

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E-GOVERNMENT COLLABORATION WITHIN A CHAIN

• Bottleneck : lack of standards and compatible infrastructure

• Collaboration within a chain: end of autonomy of organizations

• Interrelated tasks: standardization of processess and procedures

• More Bureaucracy?• Flexible infrastructure!!

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VEHICLE LICENSE AGENCY

(Bekkers 2008)• Basic data registration of vehicles

– Vehicle info– License plate number of the car– Vehicle owner info

• Free access to info for police, garages, tax and customs administration, insurance, post office

• Privileged access on demand

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(Bekkers 2008)

1. Flexible information infrastructure

- Technological agreements (definition, use and management of ICT)

- Political agreements (autonomy)

- Economic agreements (allocation of costs and benefits)

- Legal agreements (specific rights and obligations (privacy)

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SUCCES and FAIL FACTORS (Bekkers 2008)

2. Interorganizational relationships and flexibility

Relationships between organizations: trust, reputation, social capital, collaboration

The battle of the back offices!

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POLICY IMPLICATIONS (Bekkers 2008)

not only technical agreements

• Flexibel Infrastructure: common technical standards and communication networks (Low road, High road)

• Focus on structure and quality of the relations (access, distribution and use of info (power) may change)– Trustworthy environment– Central organization (the battle of the back offices)

• E-government infrastructure should be embedded in the contents of a policy program

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Why are we implementing e-government?

What problem are we solving?

Are we adding value?

Will this change the government?

STOP AND THINK

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E-GOVERNMENT MYTHS (Bekkers & Homburg, 2007)

• A new and better government

• Technological progress and instrumentality

• Citizen as an empowered consumer

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Agenda for Connected Governance UN 2008

Connected GovernanceE-PARTICIPATION &TRANSFORMATION

Vision and LeadershipAligning Values,Objectives

and Culture

Cross Jurisdictional Collaboration and

Consensus

Private/Public Partnership

People Development

•E-Government• Delivery Skills

•Engagement and• Empowerment

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CONCLUSION

For transformation of the government and e-participation, e-government should:

• Be embedded in the contents of a policy program

• Have a flexibel Infrastructure• Have a broader focus than IT• Focus on structure and quality of the relations

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THE END OF PART ONE

Have a break!

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LITERATURE•

Bayens, Guido (2006) E-government in The Netherlands, an architectual approach http://www.scribd.com/doc/2253214/Egovernment-in-the-Netherlands

• Bekkers, Victor and Vincent Homburg (2007) The myths of E-government: Looking beyond the assumptions of a new and better Government. In: The Information society 23: 373-382

• Bekkers, Victor (2009), Flexible Information infrastructures in Dutch E-government collaboration arrangements: experiences and policy implications In: Government Information quarterly, volume 26, issue 1: 60-68

• E-government in The Netherlands (2008), e-government factsheets http://epractice.eu

 •  Groeneveld, Michiel (2009), DigiD Digital Identity in Dutch eGovernment

services, http://www.digid.nl  • Jongemans, Maarten en Bas Janssen (2007) Developments in E-government:

a comparative analysis between Ireland and The Netherlands  http://www.scribd.com/doc/2335646/Developments-in-eGovernment-A-comparative-analysis-between-Ireland-and-The-Netherlands

• UN E-government survey 2008 Fron E-government to connected Governancehttp://www2.unpan.org/egovkb