Www.e-envoy.gov.uk What eGovernment is for - Redefining the Vision Moira Atkinson Office of the...
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www.e-envoy.gov.uk What eGovernment is for - Redefining the Vision Moira Atkinson Office of the e-Envoy September 2002
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Transcript of Www.e-envoy.gov.uk What eGovernment is for - Redefining the Vision Moira Atkinson Office of the...
www.e-envoy.gov.uk
What eGovernment is for - Redefining the Vision
Moira Atkinson
Office of the e-Envoy
September 2002
What ise-government
for?
Delivery is at the heart of our agenda for transforming
government, and e-government is one of the most powerful
catalysts we have for achieving that transformation.
Tony BlairPrime Minister
Transforming the experience of service
users
Transforming the effectiveness of
government interventions
Transforming the efficiency of government
Not the online world
just
Business change drives benefits realisation for government – and for
service users
So what’s happened?
Lots of good things
We have already done a lot
• Over 50% of central government services are now online – 74% forecast to be online by end 2002, almost all by 2005
• English local authorities expect over a third of services to be online by 2002, and full coverage by 2005
• UK online portal providing a single route into government
• Government Gateway delivering world-leading integration and authentication
That’s not enough
2138 .gov.uk domains
registered
No sign of critical mass
No common design or navigation
Limited transactions
No customer focus
People are doing things on line
28%Personal banking/financial investment activities
42%Buying or ordering tickets/goods/services
56%General browsing or surfing
73%Using e-mail
74%Finding information about goods and services
Purpose of internet use as a proportion of all adults who have accessed the internet. Respondents could give more than one answer.
Source: National Statistics Omnibus Survey February 2002
But use of government services lags behind
19%Using or accessing government/official services
We succeed only if services are used
• Too many services have been producer driven
• e-Government introduces choice – often for the first time
• New channels must be designed to meet customers’ needs – or they will not be used
• Need for real innovation – not superficial automation
Ineffective• Fragmented services• Government isolated from the
rest of life• Irrelevant and backward looking• Users aren’t there
Integrated• Government presents a single
face - drawing on the supplier base to create a tailored product
• User needs to state a problem
Invisible• Government is part of life• User doesn’t have to do
anything - it just happens
Indifferent• You can do your business with
government online• but it’s fragmented and
inconsistent • User needs to provide the
connections
Challenge: get above the line, and stay there
How do we organise to
deliver?
Ser
vice
s • The delivery priorities
– Health, education, crime,
transport
• High transaction volumes
• Scope for high takeup
Focus on key services which will drive take-up and reap efficiency savings
• Services not delivered• Services delivered, but not used
– Services not compelling because developed in isolation
– Critical mass not achieved
• Services delivered, but at excessive cost
Risks and issues
Identify risks and issues for the programme as a whole and manage them coherently across government
Organising to deliver
Programme board
Services
Ris
ks a
nd is
sues
PM
PSX(E) CSMB
OGC
HMT
OeE
But government should not go it alone• e-Enabling services makes it easier to
– Establish one stop shops covering a range of
services
– Encourage a range of providers to provide
government services – from CABx to supermarkets
– Bundle government, voluntary and commercial
services to meet customer needs
• Any of which may need private and public sector service providers to work together to meet the needs of service users
Job Centre
CABx Bank Yahoo AAPost
OfficeUK
online
Rules Rules
Gateway and authentication
Tax Benefits VEDPass-port
Driving licence
Child-care
Planning
Ensure departments meet the Prime Minister’s targets for electronic service delivery:
25% capability by 2002 and 100% capability by 2005.
Moving the target forward
Cabinet Office PSA, 2000
Ensure departments meet the Prime Minister’s targets for electronic service delivery:
25% capability by 2002 and 100% capability by 2005, with key services achieving high levels of use.
Moving the target forward
Cabinet Office PSA, 2002
