From Government-driven to Citizen-centric Public Service Delivery

Transcription

1 From Government-driven to Citizen-centric Public Service Delivery Haiyan Qian Director Division for Public Administration and Development Management Department of Economic and Social Affairs, United Nations ICEGOV2010 United Nations University, China, October 2010

2 Table of Contents Findings from the 2010 United Nations e-government Survey Three e-strategies that the United Nations e-government Survey examines What s next for the 2012 United Nations e-government Survey 2

3 United Nations E-Government E Surveys

4 United Nations E-Government E Survey 2010 Top 20 Rank Country E-Government Development Index 1 Republic of Korea United States Canada UK and Northern Ireland Netherlands Norway Denmark Australia Spain France Singapore Sweden Bahrain New Zealand Germany Belgium Japan Switzerland Finland Estonia Source: UN E-Government Survey Rank Country E-Governance (E-Participation) Index 1 Republic of Korea Australia Spain New Zealand UK and Northern Ireland Japan United States Canada Estonia Singapore Bahrain Malaysia Denmark Germany France Netherlands Belgium Kazakhstan Lithuania Slovenia

5 United Nations E-Government E Survey 2010 Rank Country E-Government Development Index Singapore Sweden Bahrain New Zealand Germany Belgium Japan Switzerland Finland Estonia Ireland Iceland Liechtenstein Austria Luxembourg Israel Hungary Lithuania Slovenia Malta Columbia Malaysia Czech Republic Chile Croatia Next 25 (9th-35 th Rank) Rank Country e-governance (E-Participation) Index Estonia Bahrain Malaysia Denmark Germany France Netherlands Belgium Kazakhstan Lithuania Slovenia Austria Norway Cyprus Sweden Croatia Colombia Ireland Kyrgyzstan Mongolia Finland Israel China Mexico Chile

6 E-Government Development by Region Africa Americas Asia Europe Oceana World Average Source: UN E-Government Survey

7 E-Governance Index by Region Source: UN E-Government Survey

8 United Nations E-Government E Survey Transformational Government Citizen-centric public service delivery e-decision-making E-Governance e-consultation e-information e-service E-Government e-literacy e-infrastructure 8

9 e-strategies Transformational Government Citizen-centric public service delivery e-service e-decision-making e-literacy e-consultation e-infrastructure e-information E-Government E-Governance 9

10 Supply-side 10

11 Supply-side Strategies e-infrastructure & e-information e-infrastructure e-information 1. Internet usage/access 2. Diffusion of personal computers 3. Main telephone lines 4. Mobile phone usage/access 5. Fixed broadband subscribers 1. E-participation policies or information 2. Information re. inclusiveness in e-gov 3. Citizen charters/service agreements 4. Info on employment opportunities 11

12 Supply-side Strategies Top 40 countries in e-infrastructure: global rankings Source: UN E-Government Survey

13 Supply-side Strategies Top 40 countries in e-infrastructure: global rankings Internet users per 100 inhabitants Developed Countries Developing Countries (other than LDCs) Small Island Developing States Least Developed Countries Source: ITU, UN E-Government Survey

14 Supply-side Strategies Top 40 countries in e-infrastructure: global rankings Mobile subscribers per 100 inhabitants Developed Countries Developing Countries (other than LDCs) Small Island Developing States Least Developed Countries Source: ITU, UN E-Government Survey

15 Supply-side Strategies e-infrastructure & e-information Online information about e-inclusiveness and e-participation Source: UN E-Government Survey

16 Demand-driven driven 16

17 Demand-driven Strategies e-literacy & e-consultation e-literacy e-consultation 1. Adult literacy rates 2. Human capital development 1. Public consultation blogs 2. Online surveys and polls 3. Chat rooms and instant messaging 4. Web logs, list servers and newsgroups 5. Feedback forms 17

18 Demand-driven Strategies e-literacy & e-consultation Source: UN E-Government Survey

19 Demand-driven Strategies e-literacy & e-consultation Source: UN E-Government Survey

20 Demand-driven Strategies e-literacy & e-consultation Source: UN E-Government Survey

21 Integrated-Interaction Interaction 21

22 Integrated-Interaction e-strategies e-service & e-decision-making e-service e-decision-making 1. Four stages of development 2. Use of multimedia technology to interact with citizens 3. Citizens are consulted regularly on improving public policy and public service delivery matters 1. Online discussion forums 2. Archives of past discussions 3. Online petitions 4. Officials responsiveness to queries/comments and their incorporation of such feedback 5. Official s invitation for suggestions and comments 22

23 Integrated-Interaction Strategies e-service & e-decision-making Top 20 countries in e-service development: global rankings Source: UN E-Government Survey

24 Integrated-Interaction Strategies e-service & e-decision-making Source: UN E-Government Survey

25 Integrated-Interaction Strategies e-service & e-decision-making Source: UN E-Government Survey

26 Integrated-Interaction Strategies e-service & e-decision-making Source: UN E-Government Survey

27 Integrated-Interaction Strategies e-service & e-decision-making Source: UN E-Government Survey

28 Integrated-Interaction Strategies e-service & e-decision-making Source: UN E-Government Survey

29 Integrated-Interaction Strategies e-service & e-decision-making Source: UN E-Government Survey

30 Integrated-Interaction Strategies e-service & e-decision-making Source: UN E-Government Survey

31 United Nations E-government Survey 2012 Areas of focus for 2012 Survey: Emphasis on quantity/quality of Services provided (NOT number of ministry websites) - INTEGRATION More attention on Service Usage - USER TAKE-UP More weight to E-Infrastructure in E-Readiness - DIGITAL DIVIDE High marks for e-services or e-inclusion of Vulnerable Groups - EQUITABLE DEVELOPMENT High marks for connected Mobile Internet Services - M-GOVERNMENT New area of assessment on Environmental Issues - E-/M-INFORMATION ON ENVIRONMENT 31

32 Thank you for your attention. 32