1
The GovQual methodology: overview
Gianluigi Viscusi(Ph.D.)
DISCo – University of Milano-Bicocca
Agenda
Introduction and background
The GovQual Methodology
eGovernment vision elicitation
State reconstruction
Assessment
Definition of priority services and value targets
Choice of projects
2
3/25
The eG4M project
The eG4M is a research project funded by the Italian Ministry
of Research
eG4M basically concentrates on providing a methodology,
extending, completing, and improving the “G8 e-Model”,
through
Multi-disciplinary working group:
University of Milan Bicocca (Technology, Organization & Sociology)
University of Rome, “La Sapienza”, (Economics & Technology)
LUISS – School of Management, Rome (Legal, Economics)
The application of the methodology by participating supportively with
Mediterranean Countries (MCs).
4/25
Main experimentations
Tunisia
Morocco
Italian Public Administrations (some previous
versions)
The eG4M approach
5
Technologies are a means, not an end
The eG4M goal
6
Agenda
Introduction and background
The GovQual Methodology
eGovernment vision elicitation
State reconstruction
Assessment
Definition of priority services and value targets
Choice of projects
7
The GovQual perspective
ORGANIZATION
PROCESSES
INFORMATION
TECHNOLOGICAL
INFRASTRUCTURE
NEEDS SERVICES
Complementary
Organizational Resources
PROCESS
DIMENSION
TECHNOLOGICAL
DIMENSION
RESOURCE
DIMENSION
ORGANIZATIONAL
DIMENSION
Outerl context
Inner context
SOCIAL-ECONOMIC
DIMENSION
LEGAL
DIMENSION
1
2
3
4
8
The methodology
9
Application scenario
10
GovQual supporting tools
Repository of Services
Repository of Quality dimensions and costs
Repository of Conceptual Schemas
11
Agenda
Introduction and background
The GovQual Methodology
eGovernment vision elicitation
State reconstruction
Assessment
Definition of priority services and value targets
Choice of projects
12
The methodology
13
The activities of the step
Activity 1. Preliminary e-Government vision elicitation
Activity 2. Strategy Modelling
2.1 Building the AS-WISHED business model
2.2 Documenting the AS-WISHED business model
Activity 3. Defining the Macro and Micro-objectives of the e-Government vision
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Principles, Policies, Rules
Policies can be considered as intention(s), action(s) or as composed both
by intention(s), action(s) (Page, 2006)
Principles are “general views about how public affair should be arranged
or conducted (Principle can be considered a specific Policy intentions)
(Page, 2006)
Public policy can be considered synonymous with law, rule, statute, edict,
and regulation, when considered as ”an officially expressed intention
backed by a sanction” (Lowi, 1998)
Nevertheless, even if all public policies must be understood as coercive,
coercion is only one of the characteristics of rules and law besides
coercion may confer powers or privileges without imposing obligations
(Hart, 1961)
15
Legal systems and rules
Legal system scan be considered as a systems of rules (Hart,
1961), where rules can be classified in terms of
primary rules that express rules of conduct (Hart, 1961)
a primary rule as a rule (policy) that imposes an obligation on citizens and then applies a
sanction for nonperformance
secondary rules that define the roles of the civil servants who have to administer the
rules of conduct (Hart, 1961)
a secondary rule (policy), in contrast, imposes no direct sanctions but, instead, empowers or
enables citizens to act in their own behalf or interests
A complementary distinction (Searle, 1995)is made between
regulative norms which describe obligations, prohibitions and permissions,
constitutive norms that regulate the creation of institutional facts like
property or marriage, as well as the modification of the normative system
itself. These latter are related to secondary rules
16
The activities of the step
Activity 1. Preliminary e-Government vision elicitation
Activity 2. Strategy Modelling
2.1 Building the AS-WISHED business model
2.2 Documenting the AS-WISHED business model
Activity 3. Defining the Macro and Micro-objectives of the e-Government vision
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The Principle/Policy checklist Principle/Policy Market-Oriented Public-Oriented
Impersonality
Fairness
Equality
Personalisation
Decentralisation
Delegislation
Subsidiarity
Wholeness
Disaggregation
Cooperation
Integration
Uniformity
Efficiency
Simplification
Productivity
Effectiveness
Adequacy
Accountability
Transparency
Principle, goal, related rules, enabling technologies,
socio-organizational impact
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Principle Goal Rule Driver Socio-organizational
Impact (AS-IS)
Efficiency Embedding
administrative
procedures in ICT
Simplification laws Cooperative
architectures
Improve administrative
processes
Effectiveness Information management
and coordination
Laws on digital
signature
Digital signature
technology
Reducing Burden on
citizens
.
E-Gov vision e
licitation
The activities of the step
Activity 1. Preliminary e-Government vision elicitation
Activity 2. Strategy Modelling
2.1 Building the AS-WISHED business model
2.2 Documenting the AS-WISHED business model
Activity 3. Defining the Macro and Micro-objectives of the e-Government vision
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Map A (Improve public administration service quality)
21
Start
Stop
Achieve Internal
efficiency
Achieve internal
effectiveness
(1) Embedding administrative procedures
in ICT Administrative
simplification
ICT
architecture
a
Political objectives, Political Guidelines,
Value proposition
b
c
d
(2) Improving Information Management
and Coordination
Laws
ICT architecture
(1) Improve administrative processes
(1) Reducing burden on citizens
BUNDLE
<Start, Achieve internal efficiency, embed administrative
procedure in ICT strategy, Administrative
simplification>, <Start, Achieve internal efficiency,
embed administrative procedure in ICT strategy, ICT
architecture>
E-Go
v vision
elicitatio
n
Map B (Improving Information Management and
Coordination)
Start
Stop
Improve administrative
cooperation
Reduce burden for
administrative services
(1) Enforcing simplification laws
(2) Implementing cooperative
architectures
a
b
c
d
(1)Enforcing laws on digital
signature
(2) Introducing digital signature
technologies
(1) Improving data governance
Path ab1bc1cd1
<Start, Improve administrative cooperation,
enforcing simplification laws>,
< Improve administrative cooperation, reduce
burden for administrative services, improving
data governance>,
< Reduce burden for administrative
services,Stop, digitalizing information flows>
(1) Digitalizing information flows
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E-Gov vision e
licitation
The activities of the step
Activity 1. Preliminary e-Government vision elicitation
Activity 2. Strategy Modelling
2.1 Building the AS-WISHED business model
2.2 Documenting the AS-WISHED business model
Activity 3. Defining the Macro and Micro-objectives of the e-Government vision
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A refined documentation (focus on efficiency)
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A refined documentation (focus on effectiveness)
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Common goals and strategies
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# of Principles # of Goals #of Strategies
2 4 13
Principles Common Goals Common Strategies
<Efficiency, Effectiveness> 2 6
Map A <Achieve internal effectiveness> <Improving Administrative processes, Improving information management and coordination by means of laws, Improving information management
and coordination by means of ICT architecture>
Map B
<Reduce burden for administrative
services>
<Improving data governance, Enforcing laws on digital signature,
introducing digital signature technologies
The activities of the step
Activity 1. Preliminary e-Government vision elicitation
Activity 2. Strategy Modelling
2.1 Building the AS-WISHED business model
2.2 Documenting the AS-WISHED business model
Activity 3. Defining the Macro and Micro-objectives of the e-Government vision
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Macro-Micro objectives definition
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Common Goals Common Strategies Macro-Objective Micro-objective
<Achieve internal effectiveness>
<Improving Administrative processes, Improving information management and coordination by
means of laws, Improving information management and coordination by means of ICT
architecture>
1. Effectiveness of the Administrative activity (Organization-Process )
2. Simplification of administrative activities (Laws)
3. Reduce burden for administrative services (Service)
4. Use innovative ICT technologies (Technology)
Services accessible with multiple channels
<Reduce burden for administrative services>
<Improving data governance, Enforcing laws on digital signature,
introducing digital signature technologies>
E-Gov vision e
licitation
Agenda
Introduction and background
The GovQual Methodology
eGovernment vision elicitation
State reconstruction
Assessment
Definition of priority services and value targets
Choice of projects
29
The methodology
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The activities of the step
Activity 1. Documenting the social context and legal framework (focus on ICT)
Activity 2. Documenting the available services and type of users
Activity 3. Documenting organization and processes
Activity 4. Documenting data
Activity 5. Representing relationships among documented issues
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The activities of the step
Activity 1. Documenting the social context and legal framework (focus on ICT)
Activity 2. Documenting the available services and type of users
Activity 3. Documenting organization and processes
Activity 4. Documenting data
Activity 5. Representing relationships among documented issues
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Example Social context indicators (1)
- Locally relevant contents (total number of
websites under the dominion of the country;
total number of websites in local languages)
- Languages of the visited websites
- Methods of access/bandwidth (% of DSL
connection for Internet use in households/at
work/at public access points)
- Location of the most frequent use of
Internet (home, work, public access points,
private access points)
- Frequency of Internet usage
- Purposes of PC use
- Purposes of Internet use
- ICT access in educational
institutions at different levels (% of
schools equipped with computers;
total number of Internet connected
PC for student)
- ICT access at University (total
number of internet connected Pc
for 1000 students)
- eLearning diffusion (% of
secondary and tertiary schools
providing online courses)
ICT USAGE IN DAILY LIFE ICT DIFFUSION IN THE
EDUCATIONAL SECTOR
IND
ICA
TOR
S
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Example of Social context indicators (2)
─ICT basic literacy rate (% of people
with basic knowledge of the use of a
pc)
─ Availability of specific ICT training
programs (total number of ICT training
programs in secondary and tertiary
education)
─ Enrollments in ICT training programs
─ Availability of trained workforce
(total number of IT specialists,
engineers and programmers)
─% population reached by electricity
─ % population that have access to a
fixed line telephone
─ % population covered by mobile
cellular telephony
─ % people with Internet connection
at home
─ % of population that can have
access to an Internet connection (in
schools, hospitals, government
buildings, internet and phone centers)
ICT CAPACITY AND
TRAINING
INFRASTRUCTURAL
ACCESS
IND
ICA
TOR
S
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An example of users' composition/socio-economic feature:
change of residency
Users/
Socio-economic feature
(change of residency)
Age/gender Type of residency Socio-economic position
Family composition
1. Universe of users All
All All All
2. Most relevant categories of users
•20-35 men and women
•Urban to rural population (internal migration)
•Working active people (working mobility)
•Unskilled workers (quantitative relevance)
•Highly skilled technicians and managers (qualitative relevance)
•Young families with/
without children
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An example of users' composition/socio-economic feature:
request of medicalexamination
Users/
Socio-economic feature
(medical exam)
Age/gender Type of residency
Socio-economic position
Cultural capital
1. Universe of users All
All All All
2. Most relevant categories of users
•<14 men and women
•> 60 men and women
•Women 20-40
•Urban population (quantitative relevance)
•Rural and suburban population (qualitative relevance)
•Low income segments (qualitative relevance)
• Illiterate people
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Documenting the social context (example)
Indicator Value
% of population covered by mobile cellular telephony 45
% of population with Internet connection at home 3
% of people that can have access to Internet (at school, work, other access points)
20%
Cost of Internet access high
Cost of mobile phone services medium
ICT literacy rate (% on total population) 25%
ICT literacy rate (% among 14-25 years-old) 45%
% of schools equipped with computers 60%
Legal framework documentation
Issue Type of rule Year Objective
Privacy Constitution 2002 Modified an article to introduce the principle of personal data protection
Privacy Law 2004 An organic guidance law on privacy
Privacy Decree 2007 Creates a National Authority to govern the privacy principle
Digital economy Law 2007 An organic guidance law on digital economy
Digital economy Decree 2007 List of activities included in digital economy
Digital economy Decree 2007 Institution of the Higher Boaurd of digital economy
Electronic administration
Law 2000 Juridical validity of electronic documents
Electronic administration
Decree 2005 Creation of the electronic administration unit in the Prime minister Cabinet Office
Electronic Commerce
Law 2000 An organic guidance law on electronic commerce
Electronic Commerce
Decree 2000 Creation of the National Certification Agency
Electronic Commerce
Decree 2001 Rules for the Certification provider activity
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The activities of the step
Activity 1. Documenting the social context and legal framework (focus on ICT)
Activity 2. Documenting the available services and type of users
Activity 3. Documenting organization and processes
Activity 4. Documenting data
Activity 5. Representing relationships among documented issues
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Classes of services
40
Service
Certification Return
Procurement Registration
Licence
Funding
Qualification
Collection
Income Supporting
Knowledge
Information
provision
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Class Examples
Registration •Birth Registration
•Land and property registration
Collection •Licence tax payment
•Patent tax payment
Information provision •Change of place of a retail activity
•Value added tax statement
•Customs declaration
Collection •Licence tax payment
•Patent tax payment
Certification •Birth certification
•Permanent address certification
Licence •Real estate restructuring
•Planning permission
Qualification •Authorization to start a business
•Authorization for pershable goods transportation
Funding •Small business financing
•Real estate restructuring loan
Procurement •Access to public auction
•Call for bids
Information provision •Change of place of a retail activity
•Value added tax statement
•Customs declaration
Supporting knowledge •Access to laws
•Information on services provided
•Territorial marketing
Classification of services (example)
Life events clasification
Marriage
• Studies information
• School/University
• information
• Admission criteria
• Admission test
• Enrollment
• Educational aid
• Opportunities to study
abroad
Birth
Education
Transport
House
Health Culture & sport
Pension
Death
• Birth certificate
• Adoption
• Paternity recognition
• Name change
Job
Travel
Tax
• Building licence
• Property certificate
• Rent aid
• Authorization and
financing for housing
renovation
• Change of residence
• Change of residence info
in the driving licence
• Change of residence info
in the health card
• National Health Service registration
• Medical expenses refund
• National insurance contributions payment
• Medical treatment for self-employed workers
• Visit reservation
• Wedding information
• Marriage certificate
• Foreign marriage
• Certificate of domicile
• Fiscal information
• Estimated income of
• a property
• Filing for tax returns
• Tax payments
• Funeral
• Exhumation
• Public jobs
opportunities
• Job search
•Car
•Driving school
•Driving test
•Temporary driving
•licence
•Permanent driving
•licence
•International
Driving licence
•Car registration
•Public transport
• Request for rest
• home
• Request for
• assistance in home
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A snapshot of a repository of services
Service Description Service Provider
Type of Users
Class # of potential Users (National)
Yearly Service Frequency
Access Channels
Provision of Fundings for Agricolture
Province of Rome
Farmers Return 600.000 1.200.000 - Physical desk
- Call center
- SMS
Communica
tion of change of address
Municipality of Milan
All businesses
Registration 5.000.000 1.000.000 -Physical desk & Internet
-Call center and SMS
- Kiosk and SMS
Types of individuals according to their relationship with the
public administration in Italy
Individual
Justice
Work
Pension
Retired
Veteran
With civil disability
Claiming
civil disabilities
Worker
Unemployed
Student
Self-employed Employee
Convict
Taxpayer
Foreigner
Assisted
Housewife
Candidate
Volunteer
Italian
Resident
abroad
Foreign
With disability
Condemned
Waiting for sentence
With scholarship
Reported
Belonging to
Tax registry
Taxpayer VAT
office
Land registry
office member
Town clerk
Drug addict
Reported drug addict
Looking for new job
Looking for first job
Applicant for
citizenship
Applicant for
visa
Health and
Assistance
Foreign affairs
Politics
School
Revenue
Social life
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The activities of the step
Activity 1. Documenting the social context and legal framework (focus on ICT)
Activity 2. Documenting the available services and type of users
Activity 3. Documenting organization and processes
Activity 4. Documenting data
Activity 5. Representing relationships among documented issues
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Rector
Board of directors
Academic Senate
Schools Departments Administration
Human Resources
Accounting
Secretary
Secretary
Example of organizational chart (University)
46
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Example of form and metadata for processes
Process goal
Invoice accounting
Organizational units involved
Accounting office
Input/ Activation events
Invoice supply
Output (documents/goods/services)
Update of expense item
Order of payment emission
Data Bases
Accounting data base
Activities
1. Check of cash on hand
2. Update of balance sheet
3. Order emission
Internal/external users
Responsible of accounting/Suppliers
Volumes
100 transactions a day
Reference laws/norms
Accounting laws
ICT Technologies
Server + sw accounting package + DBMS + local network
Sw applications
Accounting package
The activities of the step
Activity 1. Documenting the social context and legal framework (focus on ICT)
Activity 2. Documenting the available services and type of users
Activity 3. Documenting organization and processes
Activity 4. Documenting data
Activity 5. Representing relationships among documented issues
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Documentation with Entity-Relationship Model
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Municipality Region
Man Woman
Code
Description
Code
Name
Population
Code
Description
Person Born Located in
The activities of the step
Activity 1. Documenting the social context and legal framework (focus on ICT)
Activity 2. Documenting the available services and type of users
Activity 3. Documenting organization and processes
Activity 4. Documenting data
Activity 5. Representing relationships among documented issues
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Services and related existing laws (Example for Italy) Service Law reference Year Main issues addessed
Certificate of residency
Law 1228/1954
1954
-The Municipality ownership of registry office.
-The information to be held by the registry office.
-The definition of rules for personal data and certificates
Legge 470/1988 1988 - The institution by the Ministry of Interior of the National Record of the Registry Office
Law 59/97 1997 -The simplification of laws, rules, and administrative processes
-The legal validity of electronic data and documents
- Rules for the change of the organization of public managers
Driving licence provision
Decrees with the force of law 396/2000
285/1992
1992/2000 -The Municipality ownership of the registry office for civil status
- The creation of a digital archive for civil status in the municipality
-The creation of a nation digital archive for civil status
- The obligation for local public administration to exchange data in electronic format through the national public network
-The creation of a digital archive for the roads by the Ministry of transports
- The creation of a digital archive for vehicles
Driving licence update
Law 326/2003 2003 - Rules for the suspension of the driving licence
Health card provision
Law 23/12/1978 n. 833
Decree 437/1999
1978/1999 -The rules for the registration to the national health system
-Role and ownership of local office of the Ministry of Health
- Rules for the electronic health card
Health card update
Law 1228/1954
Law 23/12/1978 n. 833
Decree 437/1999
1954/1978/1999 -The rules for the registration to the national health system
- Role and ownership of local office of the Ministry of Health
- Rules for the electronic health card
Obtaining a doctor
Law 59/97 Decree 270/2000
1997/2000 -Roles of the physicians in the public administration
-Rule for obtaining a doctor
STATE
RECONSTRUCTION
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Administrative processes, macroprocess and related services
Service/
process/macroprocess M
Service1 Service2 Service3 ……. Servicen
Process 1 X X X
Process 2 X X
Process 3 X X
…..
Process n X X X
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Business processes and services requested
Subprocess 1 Subprocess 1 Subprocess 1 Subprocess 1 Subprocess 1
Public
Administration 1
Public
Administration 2
Public
Administration 3
Public
Administration n ……
Service
request
Service
delivery
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Example for open point of sale business process
Subprocess Service Agency involved Classification of service
Data collection and analysis
Collection of socio-economic
information on a given area
Central and Local Bureau of Statistics
Supporting knowledge
Data collection and analysis
Collection of information on competitors
Chamber of commerce Supporting knowledge
Real estate identification
Collection of information on available real estate in the area
Land registry office Supporting knowledge
Execution phase Authorization for security in the working environment
Social security agency Qualification
Execution phase Send communication to Chamber of Commerce
Chamber of Commerce Communication of administrative data
Execution phase Send communication to rubbish collection agency
Rubbish collection agency Communication of administrative data
Execution phase Request of authorization to firemen office
Fireman Unit Qualification
Execution phase Request for administrative licence Municipality Licence
Execution phase Request of authorization for signs Municipality Communication of administrative data
Execution phase Request of compliance of electrical grounding
Local health unit Qualification
Execution phase Request for sanitary authorization Local health unit Qualification
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The process/organization matrix
Process/
Organization
Change of Residency
Provide/Update Driving Licence
Provide/UpdateHealth card
Citizen Cooperates Cooperates Cooperates
Old Municipality Cooperates - -
New Municipality Decides Cooperates Cooperates
Traffic Authority - Decides -
Health Authority - - Decides
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Matrix Organization/type of data
Type of Data/
Organization
Type of Public
Administration
Residency Driving Licence
Health card
Municipality Local Provides
Updates
- -
Traffic Authority Central - Certifies/
Provides
-
Regional Health Authority
Local - - Provides
Local Health … Local Uses - Provides
Ministry of Interior Central Governs - -
Ministry of Finance Central Certifies/
Uses
Uses Certifies/
Governs
Ministry of health Central Uses - Governs
Organizations and data flows
Data flow
Organization
Old Residency
Registry
New
Residency
Registry
Certifi-cate of Residency
Driving Licence Registry
Driving
Licence
Health Aut. Registry
Health
Card
User Uses Provides Uses Provides Uses Provides Uses
Old
Municipality
Provides
New
Municipality
Uses Provides
Traffic
Authority
Uses Provides
Health
Authority
Uses Provides
57
Matrix Type of Information/DataBase infodb
58
National registry of residents
Local registry of residents
central tax registry
Central registry of the road traffic office
Regional health registry
Local health registry
Residency Ministry of Interior
Municipality
Driving licence Traffic authority
Health card Ministry of finance
Region health authority
Local health authority
Type of data
Database
Examples of analyses (1)
Types of data/
Organization
Type 1 Type 2 Type 3 Type 4 Type 5
Organization 1 Uses Uses Uses Provides
Organization 2 Uses Uses Uses
Organization 3 Provides Provides Uses
Organization 4 Uses Provides Provides
Uses
Uses
Organization 5 Provides Uses
Uses
Organization 6 Provides Uses Uses
59
Service/
Process M
Serv 1 Serv 2 Serv n
Class x x x
Process 1 x x
Process 2 x x
Process n x x
Process/
Organization
Org 1 Org 2 Org n
Process 1 D C C
Process 2 C D
Process n C C D
X
Service #interactions
S1 N1
S2 N2
Sk Nk
=
Examples of analyses (2)
60
Agenda
Introduction and background
The GovQual Methodology
eGovernment vision elicitation
State reconstruction
Assessment
Definition of priority services and value targets
Choice of projects
61
The methodology
62
eReadiness assessment: the Social and Economic
Context Indicators (SECI) tool Two levels of analysis:
Macro scenery recognition (see state reconstruction step)
Micro field analysis
Five areas of investigation:
Organizational units
Socio-economic context
ICT access and diffusion
Analysis of the users
Analysis of the services
The organizational units area concerns the public administration staff (executives, civil servants) chosen for
the eGovernment intervention; the related questionnaire for organizational units is split into four subareas:
Informational level
Internal knowledge
Organizational structure and culture
e-Participation
The other areas are grouped into the socio-demographic questionnaire, concerning samples of the population
of the area selected for the intervention.
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SECI facets and best practices
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SECI Facet/ Evaluation Issue
Organizational Structure
Human Resources
Internal and External Communication
ICT related learning
Current Situation Hierarchical and Centralized
Inequality of ICT Know-How distribution
- Intradivision communication weak - Interdivision communication Absent
Few courses for Few people
Lack Decision Making Processes too Slow and without “In Progress” Controls
Same ICT expert staff overlooking large and diverse processes
An administrative task is at high risk of being slowed down
Civil servants have to ask “experts” for basic tasks
Best Practice - Diffusion of Responsability - De-Centralizations “in Progress” Monitoring
Each division must have an ICT expert staff specialized in the softwares used in that division
Intranet for every division: a common architecture for external communications
Continuous learning: courses must be more frequent and know how must be shared
GovQual Quality framework
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Relationships between qualities
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E-Servqual dimensions (Parasuraman 2004)
Quality Description
Reliability The correct technical functioning of the site and the accuracy of service promises (having items in stock, delivering what is ordered, delivering when promised), billing, and product information
Responsiveness How quick is the response and the ability to get help if there is a problem or question
Access The ability to get on the service quickly and to reach the company when needed
Flexibility The choice of ways to pay, ship, buy, search for, and return items
Ease of navigation
Site delivering the service contains functions that help customers find what they need without difficulty, has good search functionality, and allows the customer to maneuver easily and quickly back and forth through the pages
Efficiency The site delivering the service is simple to use, structured properly, and requires a minimum of information to be input by the customer
Assurance/trust Confidence the customer feels in dealing with the site and is due to the reputation of the site and the products or services it sells, as well as clear and truthful information presented
Security/privacy The degree to which the customer believes the site delivering the service is safe from intrusion and personal information is protected
Price knowledge The extent to which the customer can determine shipping price, total price, and comparative prices during the shopping process
Site aesthetics Appearance of the site delivering the service
Customization/ personalization
How much and how easily the site delivering the service can be tailored to individual customers’ preferences, histories, and ways of shopping
68
The activities of the quality assessment step
Activity 1. Select from the Quality registry the relevant quality dimensions for the
different layers
Activity 2. Identify metrics for quality dimensions and evaluate the cost and or the
feasibility of measuring the metric. When the cost is not feasible, change the
metric with a proxy one.
Activity 3. Identify dimensions for which the perception of users should be evaluated,
and evaluate them. Put measured metrics and perceived evaluations together
in a quality table
Activity 4. Find dependencies among dimensions
Activity 5. Identify a first set of quality improvement initiatives
69
Layer Quality dimension Service Current value
Service Temporal accessibility Comm. of change of residency to the new mun. 30 hours a week
Comm. of change of residency to the old mun. 30 hours a week
Change of residency in the driving licence 20 hours a week
Change of residency in the health card 25 hours a week
Reservation for medical examination 15 hours a week
Service
User time Comm. of change of residency to the new mun. 3 hours
Comm. of change of residency to the old mun. 6 hours
Change of residency in the driving licence 6 hours
Change of residency in the health card 6 hours
Reservation for medical examination 24 hours a year
Service
Service provision time Comm. of change of residency to the new mun. 1 week
Comm. of change of residency to the old mun. 1 week
Change of residency in the driving licence 1 month
Change of residency in the health card 1 month
Reservation for medical examination 3 days
Organization/process
Level of simplification Comm. of change of residency to the new mun. 2 interactions
Comm. of change of residency to the old mun. 2 interactions
Change of residency in the driving licence 2 interactions
Change of residency in the health card 2 interactions
Reservation for medical examination 2 interactions
ICT infrastructure (channel)
Channel accessibility Comm. of change of residency to the new mun. Only desk
Comm. of change of residency to the old mun. Only desk
Change of residency in the driving licence Only desk
Change of residency in the health card Only desk
Reservation for medical examination Only desk
Layers, qualities, values
Quality for legal framework
Efficiency: the legal framework is produced with a limited use of resources; such resources can be human, financial or
temporal resources.
Redundancy: the set of laws is minimal, namely, each issue dealt with in the legal framework is regulated by one and
only one law (or parts of law) .
Effectiveness: the legal framework has been conceived in such a way that its concrete enforcement produces the results
and outcomes initially planned .
Accuracy: laws address precisely and non ambiguously the domain of interest and do not give rise to misleading
applications in the domain.
Coherence: laws enacted over time are not contradictory to each other, and the legal terms used within different
legislative domains of intervention refer to a common coherent lexicon. The different levels among laws are due to
the fact the legal frameworks are in general structured as a hierarchy of rules; Figure 5 shows an example that
generalizes the legal framework of Italy and other Mediterranean Countries such as Tunisia. Besides International
treaties, Constitution is the higher set of rules governing all the other types of rules, namely, Decrees, Decrees with
force of Law, Ordinance and Administrative Rules, these latter governing specific administrative procedures.
Completeness: the legal framework addresses all the issues relevant for the considered domain of enforcement, in
our case the e-Government plan.
Accessibility: the users of the legal framework can easily access the whole set of norms related to their rights, duties and
obligations.
Accountability: the legal framework provides rules that govern the clear responsibility and transparency to be provided
when a law is enforced.
70
The impact of the current legal framework
71
Legal framework Organizational impact Technological Impact Enforcement Status
Law 59/97 Enables Enables Strong enforcement
Decree 437/1999 Binds Enables Strong enforcement
Laws for digital signature Innovates Innovates Loose enforcement
Decree with the force of law
396/2000
Enables Enables Strong enforcement
The coherence of ICT technologies with the legal
framework
72
ICT Technology /Legal
framework
Digital Signature
technologies
Centralized
DBMS
technologies
Distributed DBMS
technologies
Publish&
Subscribe
Channel
technologies
Law 59/97 Relevant_for_law: yes
Operating: no
Relevant_for_law:
yes
Operating: yes
Decree with the force
of law 396/2000
Relevant_for_law: yes
Operating: no
Relevant_for_law:
yes
Operating: no
Relevant_for_law:
yes
Operating: no
Relevant_for_law: yes
Operating: no
Decree 437/1999 Relevant_for_law:
yes
Operating: no
Relevant_for_law:
yes
Operating: no
Relevant_for_law: yes
Operating: no
73
Relationships between Laws-Technology impacts and quality
framework
Loose
enforcement
Innovates
-Efficiency
- Redundancy
-Effectiveness
- Accuracy
- Coherence
- Completeness=“LOW”
-Accessibility
-Accountability = “LOW”
Legal Framework
ICT
Hardware & Network Techn.
-Efficiency
- Temporal Efficiency
- Response time
- Accessibility
- Infrastructural accessibility
- Channel accessibility
- Connectivity
Data
- Effectiveness
- Accuracy
- Completeness
- Accessibility
Organization/Process
- Accessibility
- Sharing
- Accountability
- Adequacy
- Responsibility
- Transparency
- Control
- Effectiveness
- Formality
- Integrity
- Proactiveness
- Efficiency
- Procedural efficiency
- Level of simplification
Service
- Accessibility
- Temporal accessibility
- Cultural accessibility
- Physical Accessibility
-Accountability
- Openness
- Transparency
- Feedback
-Efficiency
-Temporal efficiency
- Economic efficiency
-Effectiveness
74
Example of initiative
Presidential Decree No. 513/97
General Rules
Electronic documents,
digital signatures and
certification services
Law No.59/97
General Principles
Electronic documents legal validity
Current legal framework New legal framework
Ordinance of Prime Minister
New Technical Rules
To be updated at least
every two years
Ordinance of Prime Minister
Technical Rules
To be updated at least
every two years
Ordinance of Prime Minister
Technical Rules
To be updated at least
every two years
Law No.59/97
General Principles
Electronic documents
legal validity
Agenda
Introduction and background
The GovQual Methodology
eGovernment vision elicitation
State reconstruction
Assessment
Definition of priority services and value targets
Choice of projects
75
The methodology
76
ORGANIZATION
PROCESSES
INFORMATION
TECHNOLOGICAL
INFRASTRUCTURE
NEEDS SERVICES
Complementary
Organizational Resources
PROCESS
DIMENSION
TECHNOLOGICAL
DIMENSION
RESOURCE
DIMENSION
ORGANIZATIONAL
DIMENSION
Outerl context
Inner context
SOCIAL-ECONOMIC
DIMENSION
JURIDICAL
DIMENSION
Micro-objectives
Target quality
values
Priority services
and qualities
Macro-objectives
Final common intentions Strategies
e-Government Vision elicitation
2
1
Relationships between eGovernment vision elicitation,
macro-micro objectivesand activities of the step
77
Activities of the step
Activity 1.Definition of priority macro/micro-objectives
- For each macro/micro-objective defined in the e-Government vision elicitation step
define the priority ones on the basis of the results of state reconstruction and e-
Readiness assessment steps.
Activity 2. Definition of priority services
- For each macro/micro-objective find the existing involved administrative services
together with a set of new value added services (as proactive as possible, namely
provided by the public administration without any user request).
Activity 3. Definition of priority qualities and quality target values
- For each service define the relevant qualities from the quality registry.
- Besides service qualities, define the relevant qualities for the legal framework, the
organization/process, data, and technologies related to the priority services/processes.
- For each priority quality define the target value.
78
Activities of the step
Activity 1.Definition of priority macro/micro-objectives
- For each macro/micro-objective defined in the e-Government vision elicitation step
define the priority ones on the basis of the results of state reconstruction and e-
Readiness assessment steps.
Activity 2. Definition of priority services
- For each macro/micro-objective find the existing involved administrative services
together with a set of new value added services (as proactive as possible, namely
provided by the public administration without any user request).
Activity 3. Definition of priority qualities and quality target values
- For each service define the relevant qualities from the quality registry.
- Besides service qualities, define the relevant qualities for the legal framework, the
organization/process, data, and technologies related to the priority services/processes.
- For each priority quality define the target value.
79
Specications for the macro/micro-objectives from the state
reconstruction and assessment steps
Macro-objective Micro-objective Facet State reconstruction eReadiness
Improve registry services
Deployment of new proactive registry services
Service Relevance of the services related to change of address (5.000.000 of potential users at national level and 1.000.000 of requests each year)
-Need for services oriented toward user local needs
Effectiveness of the Administrative activity
Simplification of administrative procedures for registry services
Organization- Legal framework
-Different organizations involved both at central and local level -Different roles by law for the Ministries involved in service provision: a) the Ministry of Finance certifies information both for residency and for health card provision, and co-governs with the Ministry of Health the health card provision information flow. b) Ministry of Interior is the owner of the registry office
-Need for horizontal projects and back-office reorganization -Hierarchical and centralized organization -Lack of internal communication
Simplification of administrative activities
Use innovative ICT technologies
Provision of services accessible with multiple channels
-Service /Technology
-Widespread use of mobile phone (45% of the total population) -High cost of internet access - Low diffusion of internet access (20 % of the total population have internet access)
- Not homogeneous distribution of ICT knowledge
80
Improve registry
services
Service
Use innovative ICT technologies
Technology
Effectiveness of the
administrative
activity
Simplification of
administrative
activities
Organization-Legal
framework
Deployment of new
proactive registry services
Simplification of administrative
procedures for registry services
Provision of services
accessible with
multiple channels
Macro-objectives
Micro-objectives
Dependencies and priorities between macro and micro-
objectives
1
2
3
81
Activities of the step
Activity 1.Definition of priority macro/micro-objectives
- For each macro/micro-objective defined in the e-Government vision elicitation step
define the priority ones on the basis of the results of state reconstruction and e-
Readiness assessment steps.
Activity 2. Definition of priority services
- For each macro/micro-objective find the existing involved administrative services
together with a set of new value added services (as proactive as possible, namely
provided by the public administration without any user request).
Activity 3. Definition of priority qualities and quality target values
- For each service define the relevant qualities from the quality registry.
- Besides service qualities, define the relevant qualities for the legal framework, the
organization/process, data, and technologies related to the priority services/processes.
- For each priority quality define the target value.
82
Services in the repository for the change of residency Service Type Micro-objective Functional class Owner
Report the change of residency to the old municipality and request of certificate
Administrative Simplification of administrative procedures for registry services
Certification The considered public administration
Report the change of residency to new municipality and request of certificate
Administrative Simplification of administrative procedures for registry services
Certification The considered public administration
Report the change of residency to the Ministry of Transport and update the driving licence
Administrative Simplification of administrative procedures for registry services
Certification The considered public administration
Report the change of residency to the change to the health local agency and update the health card
Administrative Simplification of administrative procedures for registry services
Certification The considered public administration
Reservation for medical examination
Administrative Provision of services accessible with multiple channels
Registration The considered public administration
Information on how to change the utilities (gas, electricity, etc.).
Value added Deployment of new proactive registry services
Supporting knowledge The considered public administration
Family Information on where schools or kindergartens are with all the features needed for choosing
Value added Deployment of new proactive registry services
Supporting Knowledge Other public administrations in the repository
Call center for information on the change of residency process
Value added
Provision of services accessible with multiple channels
Suupporting Knowledge Other public administrations in the repository
Information on the state of the case (by sms, e-mail or text-based posts)
Value added Provision of services accessible with multiple channels
Suupporting Knowledge
Other public administrations in the repository
83
84
Service/ Properties Users Yearly
frequency
Public
Value
Level of interaction Cost Relevance
Report the change of residency to the old municipality and request of certificate
5.000.000 1.000.000 High Information High Very High
Report the change of residency to new municipality and request of certificate
5.000.000 1.000.000 High Information High Very high
Report the change of residency to the Ministry of Transport and update the driving licence
2.000.000
500.000
High Information High Very high
Report the change of residency to the change to the health local agency and update the health card
5.000.000
1.000.000
High Information
High Very High
Reservation for medical examination 5.000.000 10.000.000 Very
High
Information High Very High
Information on how to change the utilities (gas, electricity, etc.).
5.000.000 10.000.000
Medium Information
Low Medium
Family Information on where schools or kindergartens are with all the features needed for choosing
Nd
Nd Medium Information
Low Medium
Call center for information on the change of residency process
Nd
Nd High Two-way interaction High High
Information on the state of the case (by sms, e-mail or text-based posts
Nd
Nd High One way service High High
Relevance of the services chosen as priority
Activities of the step
Activity 1.Definition of priority macro/micro-objectives
- For each macro/micro-objective defined in the e-Government vision elicitation step
define the priority ones on the basis of the results of state reconstruction and e-
Readiness assessment steps.
Activity 2. Definition of priority services
- For each macro/micro-objective find the existing involved administrative services
together with a set of new value added services (as proactive as possible, namely
provided by the public administration without any user request).
Activity 3. Definition of priority qualities and quality target values
- For each service define the relevant qualities from the quality registry.
- Besides service qualities, define the relevant qualities for the legal framework, the
organization/process, data, and technologies related to the priority services/processes.
- For each priority quality define the target value.
85
Current values for administrative services (example)
Layer Quality dimension Service Current value
Service Temporal accessibility Comm. of change of residency to the new mun. 30 hours a week
Comm. of change of residency to the old mun. 30 hours a week
Change of residency in the driving licence 20 hours a week
Change of residency in the health card 25 hours a week
Reservation for medical examination 15 hours a week
Service
User time Comm. of change of residency to the new mun. 3 hours
Comm. of change of residency to the old mun. 6 hours
Change of residency in the driving licence 6 hours
Change of residency in the health card 6 hours
Reservation for medical examination 24 hours a year
Service
Service provision time Comm. of change of residency to the new mun. 1 week
Comm. of change of residency to the old mun. 1 week
Change of residency in the driving licence 1 month
Change of residency in the health card 1 month
Reservation for medical examination 3 days
Organization/process
Level of simplification Comm. of change of residency to the new mun. 2 interactions
Comm. of change of residency to the old mun. 2 interactions
Change of residency in the driving licence 2 interactions
Change of residency in the health card 2 interactions
Reservation for medical examination 2 interactions
ICT infrastructure (channel)
Channel accessibility Comm. of change of residency to the new mun. Only desk
Comm. of change of residency to the old mun. Only desk
Change of residency in the driving licence Only desk
Change of residency in the health card Only desk
Reservation for medical examination Only desk
86
87
Macro-micro objectives related qualities
Macro Objective
Micro Objective Layer Quality cathegory
Dimension
Current value
Use innovative ICT technologies
Services accessible with multiple channels
Service Accessibility Temporal accessibility 30 hours a week
Use innovative ICT technologies
Services accessible with multiple channels
Service Efficiency User time 2 hours for each service on the average
Use innovative ICT technologies
Services accessible with multiple channels
ICT Technologies Accessibility Channel accessibility Physical desk for 99% of services
Use innovative ICT technologies
Services accessible with multiple channels
Data Accessibility Physical accessibility for disabled persons
Only 2% of sites physically accessible
Relationships between political objectives and quality
dimensions (example)
Macro objectives
Facets
Quality dimensions
Temporal accessibility
User time
Service provision time
Level of simplification
Channel
accessibility
Improve registry services Service
Low High High no High
Effectiveness of the Administrative activity
Organization Low no no High High
Simplification of administrative activities
Legal framework
no High Low High no
Use innovative ICT technologies
Technology High Low no Low High
88
A priority path for qualities
89
Quality dimension/ facet
Efficiency
Accessibility
User Time Service provision time
Level of simplification
Temporal accessibility
Channel accessibility
Service Improve registry services
Improve registry services
Use innovative ICT
technologies
Improve registry services
Organization Effectiveness of the administrative
activity
Effectiveness of the administrative
activity
Legal framework Simplification of administrative
activities
Simplification of administrative
activities
Technology Use innovative ICT technologies
1
2
3
4 5 6
7
Current and expected values for the relevant qualities (example)
90
Agenda
Introduction and background
The GovQual Methodology
eGovernment vision elicitation
State reconstruction
Assessment
Definition of priority services and value targets
Choice of projects
91
The methodology
92
93
Reference Architecture
Back office
Admin 1
Back office
Admin2
Back office
Admin3
Front office
Admin1
Front office
Admin2
Front office
Admin3
Local
databases
Back office
Admin1
Back office
Admin2
Back office
Admin3
Front office
Admin1
Front office
Admin2
Front office
Admin3
Internal information flows
Local
databases
Global
databases
Event notification infrastructure
Cooperation infrastructure
Connectivity infrastructure
Digital authentication
Multichannel access
Seamless interface
Front office
layers
Backt office
layers
94
An application reference architecture for eGovernment projects
Cross government function applications
Organization support applications
Decision support
and Data warehouse
Program/Project
Management Knowledge management
Human resources
management eLearning
Application architecture
Finance Public order and
safety
Health Social protection Public Infrastru-
cture and
transportation Automotive
registry
Public property
management
Trade and industry Education
Program and budget
formulation,
Financing and
management
Cash
Management
and treasury
Tax and revenue
management
Arrest record
Emergency
Services
management
Drugs and remedy
registry
Patient management
Social security
revenue management
Pension and subsidy
management
Labour supply and
demand management
Intellectual
Property registry
School records
automation
Teacher
assignment
Care diagnosis
and therapy
Workflow Document management Asset management Warehouse management
eProcurement Public information management
and broadcasting
Constituent relationship
management Life-event portal
Common data
Citizen
registry
Enterprise
registry
Geographical
Information
Systems
Land registry
Domain dependent sotfware applications
95
Activities of the step
Activity 1. Cluster services 1.1 Group services in clusters
1.2 Find new services
1.3 Find bundles
Activity 2. Choose project solutions
For each cluster of services 2.1 Define the set of quality dimensions and related targets involved
2.2 Find two-three quality-improving project solutions
2.3 For each project solution determine the impact on quality dimensions and the costs in terms of a {very low, low, medium, high, very high} scale.
2.4 Rate project solutions in the cluster and choose the project solution with the best quality/cost ratio.
2.5 Identify layers of the reference architecture used by the project solution.
Activity 3. Identify reusable layers
Put together layers chosen previously avoiding duplicates and achieving scale economy savings.
96
Example of bundle identification using the service and data repository
Service repository Data Repository
Certification Change of residency
risiede
Possiede
Person Municipality lives
Resident registry
97
Example of bundle identification using the service and data repository
Service repository Data Repository
Certification 1. Change of residency
Persona
Composto da
risiede
Possiede Possiede
sceglie
Medical officer
Health Card
chooses
Health care registry
Has
Driving Licence
Has Driving licence registry
Family Civil status registry
Member of
Person Municipality lives
Resident registry
98
Example of bundle identification using the service and data repository
Service repository Data Repository
Certification Change of residency
Change the address in the driving licence
Persona
Composto da
risiede
Possiede Possiede
sceglie
Medical officer
Health Card
chooses
Health care registry
Has
Driving Licence
Has Driving licence registry
Family Civil status registry
Member of
Person Municipality lives
Resident registry
Choose the medical officer of the health care system
Qualification Choose the school of children
Change the address in the health card
99
A form for project solutions comparison
Objective Bundle of services
Project solution Quality dimensions
Effects on
quality dimension
Cost
Description of
Project solution 1
Dimension 1 -
Dimension 2
Dimension 3
……
Dimension n
Description of
Project solution 2
Dimension 1 -
Dimension 2
Dimension 3
……
Dimension n
100
Self certification (Example)
Objective Cluster of services
Project
solution
Quality dimensions Effects on quality dim.
Cost
1.To improve
The effective
Ness of the
Administration
Activity.
2. To simplify
the process
for the change
of residency.
1, Comm. of change of residency to new municipality.
2, Comm. of change of residency to old municipality.
3. Change of residency in the driving licence.
4. Change of residency in the health card.
On line certification
Temporal accessibility - Very high User time Low
Service provision time Low
Level of simplification Low
Channel availability Low
Self-certification
Temporal accessibility - Low
User time High
Service provision time Low
Level of simplification High
Channel availability Low
Information on residency sent through the publish and subscribe system
Temporal accessibility - High
User time High
Service provision time High
Level of simplification High
Channel availability High
First solution (for the first cluster of services)
101
Second solution (for the first cluster of services)
102
Third solution (for the first cluster of services)
103
104
Figure chooseprsol
Objective Cluster of services
Project
Solutions
Quality dimensions
Effects on quality dimensions values
Cost
Descritpion of project solution 1
Dimension 1 Low Dimension 2
Dimension 3
Dimension 4
Dimension n
Descritpion of project solution 2
Dimension 1 High Dimension 2
Dimension 3
Dimension 4
Dimension n
105
Figure projects_comp
Project Impact Temporal accessibility
User time Service provision time
Level of simplification
Channel
accessibility
Long term Realize the Publish & Subscribe architecture
Mainly technological
- High High High High
Short term Self certification
Mainly juridical/
organizational
- High Low High Low
Call center for reservation
of medical exams
Both technological and organizational
High High High High High
106
Forthcoming…
Thank for the attention…questions?
107
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