Public Reform Trends. Public Sector Reforms. References. Public Sector Reform. Public Sector Reform. Session 6: E-Government

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1 Public Reform Trends Session 6: Market Alignment assumption is that public sector organization would be more efficient and effective if it were more like a private sector entity: use of market-style strategies and incentives to drive public policy, privatization UN UN References World Public Sector Report 2003: at the Crossroads, United Nations, Department of Economic and Social Affairs, The Handbook for Developing Countries, infodev and The Center for Democracy & Technology, November James S.L. Yong and Lim Hiap Koon, e-government: Enabling Public Sector Reform, Chapter 1 of E- Government in Asia, J. Yong, ed., Times Editions, Singapore, Public Sector Reforms Productivity Enhancement trying to be more efficient, to provide more services without having the need to increase taxes. Review of key processes, eliminating and streamlining wherever possible UN UN Public Sector Reform Public Sector Reform Over the past two decades, a series of initiatives to transform government processes, reinvent the government, create the new public management (NPM) or set up Government 2.0 has been widely discussed and selectively adopted in an attempt to address perceived shortcomings and generally make government work better. Service Orientation to make government more customer-friendly and service-conscious. Instead of being government agency centric, move towards citizen-centric Decentralization breaking up the bureaucracy, empowering smaller agencies UN UN

2 Public Sector Reform Separation of Policymaking an Service Delivery eliminates a potential conflict on intentions and improves policymaking and monitoring. Easier to make the service delivery part more efficient Accountability shift in focus from processes and structures to outputs and outcomes; accountable to citizens and the public Sustainability What ICT can provide Ultimate goal: to continuously improve the interactions of the government, business and citizens, so as to stimulate political, economic and social progress of the society Service enhancement improving reliability and accessibility Cost reduction Improve effectivity and efficiency Increased interactions between government and citizens, encouraging citizens to be more participative UN UN Examples of Reform Principles Steering rather than rowing Empowering rather than serving Injecting competition into service delivery Transforming rule-driven organizations Funding outcomes not outputs Meeting the needs of the public and not the bureaucracy Earning rather than spending Prevention rather than cure From hierarchy to participation and teamwork Leveraging change through the market Making government more accountable by making its operations more transparent and thus reducing the opportunities for corruption; and Providing development opportunities, especially benefiting rural and traditionally underserved communities. UN UN E-government: a government that applies ICT to transform its internal and external processes E-government at its best can be viewed as the process of creating public value (the things that people want) with the use of modern ICT Should not change the role of government; in fact, ICT use can raise people s expectations E-government is not a panacea. Although it can facilitate change and create new, more efficient administrative processes, e-government will not solve all problems of corruption and inefficiency, nor will it overcome all barriers to civic engagement. Moreover, e-government does not happen just because a government buys more computers and puts up a website. While online service delivery can be more efficient and less costly than other channels, cost savings and service improvements are not automatic. E-government is a process that requires planning, sustained dedication of resources and political will. UN UN

3 Strategic Framework Government-to-Government (G2G) Government-to-Citizens (G2C) Government-to-Business (G2B) UN UN Domains of E-Governance Layne and Lee Stages UN External Interactions E-Society Improved Processes: E-Administration Connected Citizens: E-Citizens & e-services UN Complex Technical & Organizational Complexity Simple Catalog Online presence Catalog presentation Downloadable forms Sparse Horizontal Integration Systems integrated across different functions Real one-stop shopping for citizens Vertical Integration Local systems linked to higher level systems Within smaller functionalities Transaction Services & forms online Working database supporting online transactions Integration Complete Development Models UN-ASPA: Benchmarking e- Government: A Global Perspective, Efficiency Watson & Mundi Model INITIATION: Single-point of access to gov t Enabling web-based payment INFUSION: All gov t is electronic gov t Mass presentment, review and payment online CUSTOMIZATION: One-to-one relationship between gov t and citizens Citizens have personal profiles for all financial transactions Effectiveness Informed citizens Open access to gov t informaiton Citizens can customize relevant information Simple Sparse Integration Complete UN UN

4 Compelling reasons for the users of e-govt to go and stay online Recommendations: Interact Sites Perception of added value Access and skills Must be easy for the public in terms of cost, time, effort Privacy and security Show citizens that their engagement matters, by informing them of the outcomes of their online comments. Break down complex policy issues into easy-tounderstand components. Be proactive about soliciting participation; use traditional media to publicize online consultations. Engage citizens collaboratively in the design phase. UN UN Meaningful Recommendations: Transact Sites Optimizes government operations Supports human development, empowers people, raises human capabilities Target audiences that will have immediate use for the online services. Enlist the support of those who will be using the site and address the concerns of government workers whose role will change as a result of the innovation. Integrate e-government with process reform, streamlining and consolidating processes before putting them online. Recognize that initial investments in transact systems can pay off over time in terms of cost savings and increased revenue. Create a portal for transact services. UN UN Recommendations: Publish Projects 2003 UN Global E- Government Survey Begin with a strategy to get information online, with appropriate milestones. Post information of value to people in their daily lives, and emphasize local language content. Consider a mandate that all agencies publish a specified range of information online. Seek attainable results using available resources. Design sites so they are easy to maintain, and sustain funding to ensure that information is updated regularly. Focus on content that supports other goals, e.g. economic development, anti-corruption, attracting foreign direct investment. Based on two main indicators: 1. Readiness Index Web measure index Telecommunication Infrastructure Index Human Capital Index UN UN

5 Lessons learned 2. E-Participation Index measures the willingness and ability of a country, not only to provide relevant information and quality services, but also to engage citizens in a dialog (say, for service delivery and policy making) E-information E-consultation E-decision making ICT has become part of the political agenda Effectiveness alone cannot constitute the goal of e-government development; it must respond to the public s needs and it must be closely tied to raising the quality of people s lives Government and its ICT plans cannot progress ahead of the public, its interests and its skills; all e-government development must take place on people s terms UN UN Lessons learned One of the main difficulties is in the integration of back-office systems and databases of different government departments with the customer interface the need for an interoperability framework UN UN Readiness Human Lessons Learned Bangladesh Bhutan China Kazakhstan Malaysia Rank Score Web Telecoms Capacity E-Participation Main risk the culture prevailing in government offices; staff members are fearful of increased control of their work-related behavior; managers are fearful of losing control over information Nepal Philippines Sri Lanka Thailand Viet Nam UN UN

6 UN Lessons Learned Prior exposure to BPR and change management help a lot Change must encompass business practices; e-gov applications make sense only if they support appropriate work processes Training by peers more effective Intensive must be followed by actual extensive use UN Challenges and Opportunities of E- Government Implementation Infrastructure Development Law and Public Policy Digital Divide: E-literacy, accessibility Trust: privacy and security Transparency Interoperability Records Management Permanent Availability and Preservation Education and Marketing Public/Private Competition/Collaboration Workforce Issues Cost Structures Benchmarking Lessons Learned Design of e-government applications must be simple; must run on all operating systems and browsers Success is not a given when one uploads the application to the Internet Users of online services are very difficult to attract; they must be convinced that it is easy and advantageous, not just because it is something new Case Studies UN UN Lessons Learned Networks and knowledge sharing are crucial Security of online connections must be a high priority to maintain integrity of the system and service E-gov is costly Pilot Projects of the E- Government Flagship Electronic Services (E-Services) Electronic Procurement (EP) Generic Office Environment (GOE) Human Resources Management Information System (HRMIS) Project Monitoring System (PMS) and Electronic Labor Exchange (ELX) UN UN Malaysia 6

7 Central Vigilance Commission National Replication of E- Governance In an effort to further the idea of zero tolerance for corruption, the CVC in has been sharing with citizens a large amount of information related to corruption. The CVC website ( provides practical information on how to complain about the corrupt acts. The website has published the names of officers against whom investigations have been ordered or penalties imposed for bribery. Newsweek magazine carried an article about this effort, calling it e-shame. UN To facilitate knowledge sharing in e-governance by the different government agencies and states, the E-Governance National Resource launched the website ( to archive and disseminate information on e-governance applications in. The project enables any organization planning an IT project to instantly ascertain whether any similar project has already been implemented anywhere in the country. The intending implementers would then know who the key people in similar projects are and how to contact them. The database offers a unique opportunity to share the knowledge resource from the existing projects both domestically and internationally. UN UN UN Andhra Pradesh s E-Seva UN Through the website a resident of Andhra Pradesh can access a wide selection of online services. The e-seva center is a 24 x 7, one-stop shop for 32 government-to-consumer (G2C) and business-toconsumer (B2C) services. From payment of utility bills to the issue of birth and death certificates, permits and licenses, reservation of bus tickets and receipt of passport applications, the e-seva centers offer a wide range of services under one roof. Internet services like electronic payments, downloading of forms and government orders, and filing of applications on the Web are also offered. UN

8 Karnataka s Bhoomi UN This project involves the computerization of land records carried out by the Department of Revenue in Karnataka. The record of Rights Tenancy and Crops (RTC) plays a vital role in the life of n farmers. The records are required for establishing ownership of land, for recording the succession of ownership, for recording the crop details and for obtaining loans form banks. UN UN UN s UN UN

9 Single Window e- Government(G4C) G2B The e-government single window, which provides services in the areas that cover over 70% of all civil services -residence, real estate, vehicle, tax, and procurement - has been established. The G4C (government for citizen) system allows people to get information on 4,000 kinds of civil services and 393 official documents via the government portal, ranging from census registration copies and tax payment certificates to business registration papers, and receive them by mail or at nearby offices. The e-government single window has been established by the informatization of 21 common duties of the local government offices which include residence, vehicle, and family register, etc. The establishment of a comprehensive administrative information system that allows information to be shared and integrated among offices also contributed to the services of the single window e-government. UN UN Home Tax Service In answer to the inconvenience caused by submitting tax forms by post and filing tax returns at the tax offices, the National Tax Service System has been built enabling tax returns, electronic payment, and electronic civil services through an online single window. It is now possible for 105 kinds of tax related civil services such as business registration certification and tax return registration, to be processed online. Information on tax returns and reports can be received through or SMS. Also, VAT and withholding tax can be paid online. 6 kinds of certifications are now available for review at banks or related government office, no longer requiring paper documents to be issued. UN UN National e-procurement Service(G2B) Home Tax Service In order to increase the competitiveness of the procurement administration, its routine, redundant, and inefficient procedure needed reform. Meeting such need, the n government simplified the procurement processes into one single window by building a government procurement portal system that brings online all bidding information of the public sector. It is now possible for businesses to search for bidding information of the public sector and to participate in the bidding as well as check the processes real time with only one registration to the G2B system. In addition, the procedure for payment is completed within hours thanks to automatic transfer of procurement UN fees to registered accounts. UN

10 UN Social Insurance Service Portal The services concerning 4 major social insurances - health, pension, employment, industrial accident compensation - had been run by separate information systems despite the similarities in their objects, procedure and services. In order to enhance the services for the citizens and efficiently manage the administration, the government has integrated the information of the 4 major social insurances into a centralized electronic civil service window and built a system that can process common duties. As the result, people are now able to use the Internet or visit one of the 4 public insurance corporations in order to register, revise information, or withdraw. The sharing of information among concerned institutions, such as the integrated G4C Net, has reduced the number of documents one has to submit to each institution. The checking and payment of insurance rates can also easily be processed through the Internet. UN Real Estate Online Registration Service registry.scourt.go.kr Demand for real estate registration administration has increased since the 1990 s, In order to meet such demands, The Supreme Court has electronized civil services in 213 registration offices including the viewing of real estate registration copies of 1994 to September Information has been electronized into e-registers and many services that were manually processed have now been fully automated for nationwide online services. Social Insurance Service Portal National Education Information System UN The physical infrastructure of educational informatization has achieved the complete wiring of all schools nationwide by However, the educational administration system was separately informatized by institution, which caused inefficiency in information exchange and standardization as well as hardships in informatizing educational administration. As the solution to these problems, the Ministry of Education and Human Resources came to build a system that connects all elementary and secondary schools with education offices in local governments through the Internet. Upon completion of a system, all educational administrative services including curriculum development, students academic record keeping, and student counseling will be processed by the system. Also it provides a better work environment for teachers and officials who manage the administration of national education. UN UN KIPOnet Service As the global and domestic competition on technologies grew, investments in technological development and patent applications, along with conflicts thus raised began to grow as well. On such account, from 1995 to 1999, the KIPOnet system was established and since its completion in 1999, the application, registration, evaluation and the notifying of the results have been electronized. The services charged before are now available free on the Internet and public notices on open patent information and registration information are automatically extracted for provision through the Internet. UN National Finance Information System Before, the national budget was managed by hand and the overall analysis was delayed with the lack of consistency in statistics due to the insufficient standardization of national finance administration. The Ministry of Finance and Economy has therefore informatized the entire national finance administration for scientific management of the budget and finance information exchange. From budget planning and its implementation, to accounting and settlement, all the processes regarding national finance are now connected online for real time management and analysis of the national budget with daily income and expenditure of the budget is automatically accounted everyday. 10

11 Personnel Policy Support System(PPSS) National Knowledge Information Service UN The government has integrated seven fields of personnel administration into a single system, building the ground for systematic and reasonable government personnel administration. With this system, paper documents and related data can be managed online. The resources in six major national libraries have been digitized and established into one online digital library, where information is available anytime anywhere. Another was established for integrated search and review of 5 areas including science technology, education, arts and sciences, culture, and history. UN Military Manpower Administration Information Service Seoul Open Service for Online Civil Administration UN The military manpower administration has been informatized and the whole process of administration has been reformed. Various kinds of administrative documents have been simplified and a 24-hour non-stop service system has been devised for related civil services. UN The Seoul Metropolitan Government has informatized 54 kinds of civil services in 10 fields. The whole procedure of civil service processing and information such as the managing department and the officials, procedure, required documents, etc. is open to the public. Comprehensive Legislative Information Service e-approval and e-document Exchange UN Considering the growing demand for legal information and the need for providing such services, the Ministry of Legislation informatized legislative information including existing and historical laws, amendments, etc., and synthesized all information to create an online legal service system. By establishing a real time document exchange system, certifying or tracking service of document delivery is available. In addition, e-approval system and other administrative information system are connected to avoid duplication of data input in the approval process. UN

12 e-signature and e-seal For safer information exchange in cyber space the government issues accredited certificates to people using the e- Government or e-commerce services and e-signatures to government officials using official e-approval and e-document exchange systems. UN Thank you! Jay Sabido ICT Consultant for UN