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
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
United Nations E-Government E Surveys 2001-2010 2010 http://www.unpan.org/dpadm/ 3
United Nations E-Government E Survey 2010 Top 20 Rank Country E-Government Development Index 1 Republic of Korea 0.8785 2 United States 0.8510 3 Canada 0.8448 4 UK and Northern Ireland 0.8147 5 Netherlands 0.8097 6 Norway 0.8020 7 Denmark 0.7872 8 Australia 0.7863 9 Spain 0.7516 10 France 0.7510 11 12 13 14 15 16 17 18 19 20 Singapore Sweden Bahrain New Zealand Germany Belgium Japan Switzerland Finland Estonia Source: UN E-Government Survey 2010 0.7476 0.7474 0.7363 0.7311 0.7309 0.7225 0.7152 0.7136 0.6967 0.6965 Rank Country E-Governance (E-Participation) Index 1 Republic of Korea 1.0000 2 Australia 0.9143 3 Spain 0.8286 4 New Zealand 0.7714 5 UK and Northern Ireland 0.7714 6 Japan 0.7571 7 United States 0.7571 8 Canada 0.7286 9 Estonia 0.6857 10 Singapore 0.6857 11 12 13 14 15 16 17 18 19 20 Bahrain Malaysia Denmark Germany France Netherlands Belgium Kazakhstan Lithuania Slovenia 0.6714 0.6571 0.6429 0.6143 0.6000 0.6000 0.5857 0.5571 0.5286 0.5143 4
United Nations E-Government E Survey 2010 Rank Country E-Government Development Index 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 32 33 34 35 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) 0.7476 0.7474 0.7363 0.7311 0.7309 0.7225 0.7152 0.7136 0.6967 0.6965 0.6866 0.6697 0.6694 0.6679 0.6672 0.6552 0.6315 0.6295 0.6243 0.6129 0.6125 0.6101 0.6060 0.6014 0.5858 Rank Country e-governance (E-Participation) Index 9 11 12 13 14 15 16 17 18 19 20 21 21 23 23 25 26 26 28 28 30 30 32 32 34 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 0.6857 0.6714 0.6571 0.6429 0.6143 0.6000 0.6000 0.5857 0.5571 0.5286 0.5143 0.5000 0.5000 0.4857 0.4857 0.4571 0.4429 0.4429 0.4286 0.4286 0.4143 0.4143 0.3714 0.3714 0.3429 5
E-Government Development by Region Africa 0.2733 Americas 0.479 Asia 0.4424 Europe 0.6227 Oceana 0.4193 World Average 0.4406 0 0.1 0.2 0.3 0.4 0.5 0.6 0.7 Source: UN E-Government Survey 2010 6
E-Governance Index by Region Source: UN E-Government Survey 2010 7
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
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
Supply-side 10
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
Supply-side Strategies Top 40 countries in e-infrastructure: global rankings Source: UN E-Government Survey 2010 12
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 58 23 25 4 Source: ITU, UN E-Government Survey 2010 http://www.unpan.org/dpadm/ 13
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 112 78 26 64 Source: ITU, UN E-Government Survey 2010 http://www.unpan.org/dpadm/ 14
Supply-side Strategies e-infrastructure & e-information Online information about e-inclusiveness and e-participation Source: UN E-Government Survey 2010 15
Demand-driven driven 16
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
Demand-driven Strategies e-literacy & e-consultation Source: UN E-Government Survey 2010 http://www.unpan.org/dpadm/ 18
Demand-driven Strategies e-literacy & e-consultation Source: UN E-Government Survey 2010 19
Demand-driven Strategies e-literacy & e-consultation Source: UN E-Government Survey 2010 20
Integrated-Interaction Interaction 21
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
Integrated-Interaction Strategies e-service & e-decision-making Top 20 countries in e-service development: global rankings Source: UN E-Government Survey 2010 23
Integrated-Interaction Strategies e-service & e-decision-making Source: UN E-Government Survey 2010 24
Integrated-Interaction Strategies e-service & e-decision-making Source: UN E-Government Survey 2010 25
Integrated-Interaction Strategies e-service & e-decision-making Source: UN E-Government Survey 2010 26
Integrated-Interaction Strategies e-service & e-decision-making Source: UN E-Government Survey 2010 27
Integrated-Interaction Strategies e-service & e-decision-making Source: UN E-Government Survey 2010 28
Integrated-Interaction Strategies e-service & e-decision-making Source: UN E-Government Survey 2010 29
Integrated-Interaction Strategies e-service & e-decision-making Source: UN E-Government Survey 2010 30
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
Thank you for your attention. 32