“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
• “Re-inventing Government” reforms are occurring in most Western countries
• Driven by:– Budgetary pressures/fiscal responsibility– Economic health/national competitiveness – Public expectations
Government Reform:Driving Forces
• Politicians– program review -
“getting government right”
• Business– national competitiveness,
reduced bureaucracy
• IT Industry– electronic infrastructure, new
delivery channels
• Citizens– as clients, taxpayers,
participants
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
The ESD Model: Definition
• ESD facilitates:
– Access to information for citizens & businesses
– Transacting business with government
– Support to internal government operations: “e-administration”
The ESD Model:Participants
• ESD deals with relationships:
– government-to-citizens
– government-to-business
– government-to-government
– intra-government
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
The ESD Model:Life Cycle Events
• Births
• Education
• Employment/business start-up
• Training
• Travel/relocation
• Marriage
• Children
• Retirement
• Death
The ESD Model:Content
• Legislation & regulations
• Programs & services
• Guides & decision support material
• Tools, techniques, best practices
• Case studies
The ESD Model:Community
• E-mail lists
• Newsletters, bulletins
• Fora & chat rooms
• On-line polling, referenda
The ESD Model:Commerce
• Application, claims, & tax processing
• Registrations, licences, permits, approvals
• Service requests
The ESD Model:Examples
• Government to Citizen– Ordering Documentation – Students Loan Applications – Seniors Benefits – Employment Benefits– Health Care Benefits– Issuing Licences, Permits – Tax Filing
The ESD Model:Examples
• Government to Business – Business license renewals – T4 and employment information – Tax returns – Permits – Legal documents – Import/ export documents – User fees
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
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
The ESD Model:Benefits
• Client convenience and satisfaction
• Improvements to existing services
• Introduction of new services
• Cost reduction
The ESD Model:Framework
Information Content and Publishing
Applications
Information Distribution
Common Services
Network
Public policy,legal and
privacy issues
Technical standards
(for transaction, document,
security, and network
protocols)
The ESD Model:New Perspectives
Perspective Inside looking out Outside looking in
Servicedelivery unit
Department Single window
Servicesatisfies
Users of narrow service, informationonly
100% of an identifiable client group’sneeds, information and transactions
Process Unique, vertically integrated Common systems for commonfunctions, horizontally integrated
IT Centralized, linked by departmentalLANs and WANs
Distributed, linked by Internet
Clientperspective
Different interfaces, incompatibleservices, high search cost
Same interfaces, compatible services,cost-effective search
Governmentperspective
Multiplicity of systems, duplication andoverlap, info captured many times, highcost
Streamlined platforms, info capturedonce, cost-effective, higher qualityservices
Source: ICHUSource: ICHU
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
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
The ESD Model:German Response
• Info 2000 Report
• Bonn-Berlin Info Highway for government
• E-mail, directories linking public servants
• Teleworking
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
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)
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
Service Canada:Drivers
• Timeliness of services
• Staff competence
• Courtesy
• Fairness
• Outcome
Service Canada ConceptService Canada Concept
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
Service Canada ConceptService Canada Concept
Service Canada:Channels
• Telephone• Blue Pages• InfoCentre Kiosks• Computer Workstations• Distribution of Paper
Products• Service Providers
Service Canada ConceptService Canada Concept
Service Canada:Infrastructure
DepartmentUnique
ComponentsDepartment
UniqueComponents
DepartmentUnique
Components DepartmentUnique
Components
Department Shared Components
Government-wide Components FederatedFederated ArchitectureArchitecture
DepartmentDepartment ArchitecturesArchitectures
BusinessBusinessProcessProcess
BusinessBusinessProcessProcess
BusinessBusinessProcessProcess
BusinessBusinessProcessProcess
Source: TBS CIO
Citizen /BusinessCitizen /BusinessMapMap
Relevant, TimelyRelevant, TimelyAccessible Services Accessible Services
Responding toResponding toIndividual, Business Individual, Business
and and Community NeedsCommunity Needs
Federal Federal DepartmentsDepartments
ProvinciaProvincial l MinistrieMinistriess
Municipal Municipal DepartmentDepartmentss
Non-Profit Non-Profit AgenciesAgencies
Private Private Sector Sector OrganizationOrganizationss
InfoInfo Transactions Transactions
PKI
Access OptionsAccess Options
5 Applications (year 1):5 Applications (year 1):•EI EI •Record of Employment Record of Employment •Electronic tax filing Electronic tax filing •E- Procurement & SettlementE- Procurement & Settlement•Secure messagingSecure messaging
Service Canada:Enabling Technology
SecureSecureConnectionConnection
Management Issues
• New model has implications for:
– clients
– program/functional managers
– IM/IT managers
– employees
– suppliers
Management Issues
• Leadership
• Governance
• Infrastructure
• Privacy and Security
• Changing Competencies
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
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!
Management Issues:Governance
• Faced with a century of “department-centric” legislation
• Decades of vertical “silo” processes and infrastructure
• One “taxpayer” a radical concept!
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
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
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
Management Issues:Infrastructure
• 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: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
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
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?
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
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
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
Source: Forrester
Management Issues:Changing Competencies
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
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
“e - Government”
DISCUSSION / QUESTIONS
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