Electronic Government and Electronic Services Dr. Dimitris Gouscos General Secretariat for Information Systems Greek Ministry of Finance ISSS Conference,

Electronic Governmentand Electronic Services

Dr. Dimitris GouscosGeneral Secretariat for Information Systems

Greek Ministry of Finance

ISSS Conference, March 2001

The notion of Electronic Government

An integral system of

political objectives organisational procedures information content ICT technologies

operating within Public Administration so as to contribute to fulfillment of its mission.

Electronic Government and Electronic ServicesDr. Dimitris Gouscos mailto:[email protected] Secretariat for Information Systems – Greek Ministry of Finance http://www.gsis.gov.gr

The notion of Electronic Government (cont’d)

Electronic Government

is not a mere technological infrastructure or strategy

but rather a new integrated style of Public Administrationorganisation and operations.


Electronic Government for Whom ?

Electronic Government for

all citizens and businesses that Public Administration has a mission to serve,

including those handicapped due to physical, social, economic, geographical or cultural factors.


Electronic Government for Which Strategic Objectives ?

for Social Cohesion basic principle : Planning for All

for Quality of Life and Business Competitiveness basic principle : High Quality of Service

for Administrative Convergence basic principle : Cost Efficiency


Foundations for Electronic Government

internal electronic administration

electronic collaboration with business partners (administration agents, banking system, procurers etc)

electronic services for citizens and businesses


Why are Electronic Services Necessary ?

because Public Administration plays a central role

due to entropic trends towards bureaucratic complexity

because productive time is precious

because the public demands higher quality of service


Strategic Objectives for Electronic Services

citizens and business needs first and foremost

(life events, business events) support «e-citizens» and «e-businesses» facilitate access quality of results no problems, no errors, no dissatisfaction


Strategic Objectives for Electronic Services(cont’d)

exploit information content

add value to offered services

shift of culture towards quality, effectiveness

prestige for public service


The Ultimate Electronic Service

a. ubiquity any service to any citizen or business in any place (workplace, domestic, public etc) any time (24x7 availability) any communication channel (Internet, phone, fax etc) any native language (national or non-national) any IT skills (e.g. ability to type)


The Ultimate Electronic Service (cont’d)

b. uniqueness of reference single point of service for all cases single sign-on for all services single session for any service transparent complexity, virtual integration



c. de-materialisation no paper documents no paper money no physical transport no physical waiting



d. quality and cost effectiveness maximum reliability of results maximum quality of service minimum time of completion minimum difficulty of access minimum cost of use


Integration Levels for Electronic Services

convenience store approach

provision of services in a broad spectrum of subjects, without (in the general case) particular relationships

portal approach

provision of entrance points to various services offered by other sites, with the capability for transparent transition to them


Integration Levels for Electronic Services (cont’d) first-stop approach

provision of introductory information for various services, without capability of carrying on the interaction for completing transactions

true one-stop approach

provision of information about services that correspond to end user life events, with the capability of completing transactions through transparent integration of internal processes


Taxonomic Categories of Electronic Services (ICDT Model)

information services

provision of non-personal information to any end user(e.g. phone directories, legal texts etc.)

communication services

(bi-directional) reception of and response to electronic messages(requests, complaints, notifications etc.)


Taxonomic Categories of Electronic Services (ICDT Model, cont’d)

distribution services access distribution

establishment of points of access to offered services in public places or through public infrastructures(e.g. public infokiosks with access to web sites, information services accessible through public phone numbers)


Taxonomic Categories of Electronic Services (ICDT Model, cont’d) distribution services (cont’d)

content distribution

provision of personal information to individuals(e.g. information on filed tax forms, VAT no checking, information on debts)

transaction services

provision of transaction procedures involving exchange of documents and/or money(e.g. filing of VAT forms, payment of taxes)


Electronic Services Providers and Users

Government (G)

(Public or Regional/Local Administration agencies)

Business (B)

Citizens (C)

G2G, G2B, G2C schemes

other cases (intermediaries, etc.)


Business Planning of Electronic Services

not “in vacuum” business infrastructures

a. identify critical areas of service

b. identify priorities

c. identify business partners and build consensus

d. determine pilot application


Pilot Planning of Electronic Services

think big, start small no full-scale deployment no exhaustive-case implementation

a. identify base case

b. develop main functionality

c. satisfy basic non-functional requirements

d. plan for roll-out

e. establish a use motivation policy


Pilot Planning of Electronic Services (cont’d)

a. identify the base case based on criteria of usability critical population of end users implementability

c. satisfy basic non-functional requirements service availability simplicity of use security of service, infrastructures, content


Pilot Planning of Electronic Services (cont’d)

d. plan roll-out according to principles of emphasis in communication with end users compliance to announced time schedule reliability in functional and non-functional issues maintenance of “critical momentum”

e. establish a use motivation policy awareness channels for prospective users various sorts of motives (not only economic)


Functional Design of Electronic Services

a. maximal access facilitation

b. minimal access constraints

c. remote service provision and delivery

d. true one-stop integration

e. user friendliness


Functional Design of Electronic Services (cont’d)

a. maximal access facilitation popular communication channels

(e.g Internet, telephony) minimal cost of access and use

(possibly only communication costs)



b. minimal access constraints geographic and social dispersion of access points uninterrupted availability

(24x7 planning, contingency planning) support for non-nationals

(user interface, information content, forms) support for IT-illiterate

(e.g. minimal typing, simple menus)



c. remote service provision and delivery registration to the service receipt of credentials

(e.g. username/password, digital signature) use of the service delivery of results



d. true one-stop integration single point of access for all services single sign-on scheme for all services a single session and process for every service transparent complexity, virtual integration



e. user friendliness design ergonomics similarity of electronic forms to familiar printed ones compilation of FAQ lists and answers response scheme for exceptional cases


Technologies for Accessing Electronic Services

provision through Internet (WWW, email)

access devices : desktop, laptop, palmtop PCs, PDAs

infokiosks, ISDN cardphones

set-top boxes, interactive TV

provision through Internet + gateways (WAP/SMS)

access devices : mobile phones


Technologies for Accessing Electronic Services (cont’d)

provision through call centers (human operators, IVR)

access devices : fixed, mobile, public phones

provision through fax servers

access devices : fax machines, fax-enabled PCs


desktop/laptop PCpalmtops, PDAs

public kiosk or ISDN cardphone

mobile telephony

fixed telephony

webinterface

call-centerinterface

e- service content

information servicescommunication

servicesdistribution servicestransaction services

service scheme 1

banking services postage services

service scheme N

end-users e-service hubgovernment and administration

service schemes

Complementarythird-party services


Technical Design of Electronic ServicesGuidelines for Technical Benefits

a. minimal re-engineering of internal IT infrastructures

(e.g. develop just user interface over internal application for service S in order to e-enable it and provide e-S)

b. maximal exploitation of internal IT infrastructures

(e.g. re-use application code of service S for input validation checks performed by the user interface of e-S)


Technical Design of Electronic ServicesGuidelines for Technical Benefits (cont’d)

c. do not compromise security level of internal infrastructures

(e.g. connect off-line to internal databases and information flows)

d. satisfactory security level for e-services

(proportionality principle : intensity of counter-measures should be proportional to the consequences of risks)


Technical Design of Electronic ServicesGuidelines for Non-Technical Benefits

a. exploit opportunities for server-side applications(so as to minimize necessary client-side infrastructures and investments for end-users)

b. make message specifications available to third-parties

(so as to allow for integration of COTS softwarewith offered e-services)

c. avoid technological preferentiality

(e.g. allow access from any browser/OS, any ISP etc)


Guidelines for Selecting Technological Platforms for Electronic Services

a. technological maturity

(stability, performance, security)

b. installed base

c. industrial support, promotion as standard

d. total cost of ownership

(incl. cost of procurement, training, tech. support etc)

e. economic cost/benefit relationship


Technical Interoperability Guidelines :www.citu.gov.uk


Evaluating the Performance of Electronic Services

a. quality indicators availability level transaction completion time error frequency security level

b. attractiveness indicators active user satisfaction prospective user interest


Evaluating the Performance of Electronic Services (cont’d)

c. user penetration indicators active users (absolute no, in relation to prospective) registration rate de-registration rate

d. business penetration indicators e-transactions (absolute no, in relation to total)


Evaluating the Performance of Electronic Services (cont’d)

e. business performance indicators economic cost (TCO of e-service schemes) economic benefit (reduction of operational costs) business benefit (e.g. speed-up business transactions) contribution to business goals (case-specific)


On-Line Taxation Services in Greece

some 5,000,000 taxpayers

TAXIS information system 2nd CSF funds (65 Meuros, 1997-2000) 300 tax offices all over Greece > 95% of transactions (100% in 2001)


On-Line Taxation Services in Greece (cont’d)

IT penetration Internet : 12% fixed telephony : near 100% mobile telephony : 50%

legislative framework Data Protection Act (1997) Digital Signatures Act (2001) Taxation Reform Act (2001)


GSIS Electronic Service Web Sites :www.gsis.gov.gr


GSIS Electronic Service Web Sites (cont’d) :www.taxisnet.gr


User and Business Penetration of GSIS Electronic Services(figures from May 2000, as of February 2001)

a. e-VAT (via TAXISnet) registered users

65,000 (approx. 8%) filed forms

65,000 registration rate

approx. 300/day

b. e-Certificates (via TAXISphone) registered agencies

2,900 (approx. 43%) certificates issued

44,000 registration rate

approx. 300/month


User and Business Penetration of GSIS Electronic Services (cont’d)(figures from May 2000, as of February 2001)

c. e-IncomeTaxInfo (via TAXISnet, TAXISphone) info requests

4,000,000 (approx. 40%) request rate

approx. 17,000/day

d. e-Info (via GSIS web site) registered users

2,500 + e-service users request rate

approx. 2,000/month registration rate

approx. 100/month


User and Business Penetration of GSIS Electronic Services (cont’d)(figures for March 2001)

e. e-IncomeTax (via TAXISnet) registered users

30.000 + e-VAT ( 2%) filed forms

2.000


e-Government Best Practices - United Kingdom(ukonline.gov.uk)


e-Government Best Practices - Italy(funzionepubblica.it)


e-Government Best Practices - Portugal(infocid.pt)


e-Government Best Practices – United States(firstgov.gov)


e-Government Best Practices – Australia(centrelink.gov.au)


e-Government Best Practices – Singapore(ecitizen.gov.sg)


Electronic Governmentand Electronic Services

Dr. Dimitris GouscosGeneral Secretariat for Information Systems

Greek Ministry of Finance

ISSS Conference, March 2001

Electronic Government and Electronic Services Dr. Dimitris Gouscos General Secretariat for Information Systems Greek Ministry of Finance ISSS Conference,

Documents

electronic services

electronic services

dimitris gouscosmailto

strategic objectives

business events

quality of life

business needs

access quality