E-participation and Citizen Engagement in the GCC Richard Kerby Adviser, UNDESA THE FIRST GULF COOPERATION COUNCIL (GCC) eGOVERNMENT CONFERENCE Muscat,

E-participation and Citizen Engagement in the GCC

Richard KerbyAdviser, UNDESA

THE FIRST GULF COOPERATION COUNCIL (GCC)eGOVERNMENT CONFERENCEMuscat, 21-23 December 2009

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Agenda

1. Forms of e-Participation

2. Tools for Citizen Engagement

3. Citizens Satisfaction

4. Culture

5. Summary

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Forms of e-Participation

1. E-Information

2. E-Consultation

3. E-Decision-Making

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E-Information

Percentage

Site provides information about inclusiveness in e-government

24%

Site provides information about e-participation

18%

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E-Consultation

Percentage

Citizen Charter available or Service Level Statement

19%

Facility for Citizen Feedback 38%

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E-Consultation

0

5

10

15

20

25

30

35

40

Finance Education Health Labor Social

Public opinion through online polls

Public opinion through online surveys or feedback forms

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Tools for Citizen Engagement

Blogs

Facebook

Discussion Forms

E-Petitions

Mobile Alerts

E-Services– Online Forms– Online Transactions

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Tools for Citizen Engagement

Percentage

Online Polls 15%

Online Surveys or Feedback Forms 28%

Chat room or IM feature 6%

Weblogs 10%

Listservs or Newsgroup 8%

Other Interactive tools 18%

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Online Forms

Number of Downloadable Forms from National Portals

0 Forms, 138, 72%

1-5 Forms, 12, 6%

More than 10 Forms, 37,

19%

6-10 Forms, 5, 3%

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Online services

Number of Countries Percentage

Taxes 35 20%

Registrations 36 20%

Permits, Certificates, ID Cards

35 20%

Fines 23 12%

Utilities 19 10%

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Citizens Satisfaction

Key Performance Indicator– Behavioral Data

• Page Visits• Traffic• Transactions

Key Success Indicator– Customer Satisfaction

• Attitudes• Intent• Impact of Change• Why, Who and How

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Citizens Satisfaction

Future Behaviors– Likelihood to use as a primary source

– Likelihood to recommend

– Likelihood to return

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Culture Digital Society

Accessibility

Content

Encouragement

Empowerment

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Summary Create an environment that is conducive

to citizen engagement and e-participation

Market the e-tools that you will use for e-participation (REACH)

Develop a culture of citizen engagement

Empower citizens to be more connected

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Thank You