ManagingEgovernanceInitiativesA

8/6/2019 ManagingEgovernanceInitiativesA

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Managing eGovernanceInitiatives: A PhasedApproach with Performance

Measures

Lionel Pearce


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2004, Lionel Pearce 3

From The Australian, 24 Feb 2004

Journalists

interpretation of the

Australian National

Audit Office review of

federal websites


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Australian National Audit Office

Recommendations (ANAO, 2004)

Implement appropriate policies for monitoring andevaluating Internet services

Define objectives for Websites and portals

Conduct research to reveal access to the site by differentusers, the needs of users and the benefits they gain

Develop business cases and clear objectives forservices


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In other words .

Apply Management Principles to

electronic governance initiatives

Plan

Organise

LeadControl


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Is There a Management Model

Appropriate for eGovernance?

We can find out by:

1. Examining history

2. Determining current thinking

3. Assessing shortcomings

4. Synthesising a solution.


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eGovernment vs eGovernance

Using ICTs as anotherchannel between

government andcitizens, businessesand other governmentsfor delivery ofinformation,transactions andservices

Transforming publicadministration using

enabling ICTs toenhance relationshipsbetween governmentand the community andto provide governancemore suited to theInformation Age


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eGovernance Requires CHANGE

Change is difficult to manage

Where change involves Innovation, italso introduces considerable risks

Management of change is a means of

mitigating those risks


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A Stages of Growth model has

been deemed appropriate for:

Previous generations of ICTs:

Database Technologies (Nolan, 1979) End-User Computing (Huff, et al., 1988)

Enterprise Resource Planning (Holland & Light,2001)

eGovernment (Layne & Lee, 2001; Moon, 2002)


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The Layne & Lee Stages of Growth

Model for eGovernment(Layne & Lee, 2001, p. 124)

Catalogue

Transaction

VerticalIntegration

Horizontal

Integration

Techni c

al/Organisat i

onalC

omplexity

Sim

ple

Comp

lex

IntegrationSparse Complete


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Moon Stages of Growth Model for

eGovernment

Stage 1

Information

dissemination/

Catalogue

Stage 2

Two-waycommunication

Stage 3

Service &

financial

transactions

Stage 4

Vertical &horizontal

integration

Stage 5

Political

participation


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A Synthesised Stages Approach

eGovernance/Commerce

eGovernance/Administration

eGovernance/Civic

Stage 1 Informational

Stage 2 Transactional

Stage 3 InternalIntegration

Stage 4 ExternalIntegration

Stage 5 eDemocracy

Stage 6 Maturity


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Advantages of the Stages of

Growth Management Model

Intuitive simplicity

Predictability

Functional decomposition

Promotes Organisational Learning


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Disadvantages of Stages of

Growth Model

Treats organisation as closed system

Higher stages require application ofbusiness process re-engineering

Needs to be supplemented with

performance management method Does not support culture change


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Process

improvement

Process

reengineering

Business

reengineering

Transformation

Mindset

change

Scope

Gains

Risk

None

Paradigm

shift

Local and

limited

Threat to

survivalSustainable

step change

Incremental

Local Business-wide

Multidimensional Forces(Waddell, et al., 2004, p. 505)


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Another View of OD

Organisation Development

Initiating

Change

Creating

a Vision

Develop

Political

Support

Managing

the

Transition

Sustaining

Momentum


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Advantages of OD

Motivation derived from a Vision

Deals with resistance to change

Establishes political support Supports structural change

Treats organisation as open system

Is customer-process focused

Based on organisational learning Establishes change as part of the culture


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Managing the Transition:

A Techno-structural intervention

Redesigns the core processes of theorganisation

Creates better coordination linkagesbetween organisational units

Uses ICTs as enablers Requires structural and cultural change Better workflow, quicker performance

and enhanced customer responsiveness


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The 6 Stages as Steps

Step 1 Informational

Step 2 Transactional

Step 3 Process Redesign

Step 4 Full Integration

Step 5 e-Democracy

Step 6 Maturity


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Enhancing the Model

PerformancePerformance

ManagementManagement:

Establish goals

Set metrics

Collect data

Assess performance Make adjustments

ProgrammeProgramme

ManagementManagement:

Obtain political

support

Invoke consistency

between projects Risk management

Quality management


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Programme Management

Organisational Development

Motivating

Change

Creating

A Vision

Developing

Political

Support

Managing the

Transition

Sustaining

Momentum

Step 1 Informational

Step 2 Transactional

Step 3 Process Redesign

Step 4 Full Integration

Step 5 e-Democracy

Step 6 MaturityBalanced Scorecard


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Another view

Managing the

Transition

(Six Steps)

Balanced Scorecard

Organisation Development

Programme Management

P


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PlanningPlanning

OrganisingOrganising

LeadingLeading

ControllingControlling

Programme

Management

Balanced

Scorecard

Organisation

Development


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Questions

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