Reinventing Government [Kompatibilis m d]) · “The only constant is change” Heraclitus, Greek Philosopher The world today….

Reinventing Government

Reinventing ourselves

Budapest

June 16th 2012

Anabela Pedroso

Portugal

First notes…

“The only constant is change” Heraclitus, Greek Philosopher

The world today….

Political Changes • Loss of referential

• Scarcity of resources

• Distrust

• Paradoxes: openness vs. control

Society Changes • Generation "C" onnected / “D" isbeliever

• Individualistic but able to spread revolution

• Creative and Multi-tasking

• Technological

Technological Changes • Social Media

• Mobile / Wireless

• Cloud Computing

• Interoperability / Open Data

The world today….

The world today….

The challenges for governments in

a changing world

• The world is becoming more complex

and uncertain

• An eco-system environment more

complex and fast-moving than ever

• Globalization

• Digital connectivity

• Accelerated consumption

• Disparate prosperity

• Ecological decline

• Resource scarcity

• Lack of global governance continues

ICT & e-Government

supporting

transformation in

Government

Governments follow their path, take advantage of some ideas

and sometimes, change …

How Governments face the technological

developments

Unlike business, governments almost never can

begin to build something from scratch.

Innovation, rationalization, are much harder to

implement

Although Public Sector can change, rarely

transform themselves

Push e-Government to "fit" into existing

structures and processes, can produce an

electronic "new look" but don’t take advantage of

the transformational power of ICT - despite being (Public Administrations) the larger ICT consumers

in the world -

Side effects

Advances and setbacks in the public policies that to

succeed needs TIME

Source: The Art of Public Strategy, Geoff Mulgan, 2009

So, in this scenario, what is going on with e-Government?

Remembering the famous Gartner’s Hype Cycle

for e-Government

Modified Gartner e-Government Hype Cycle.

http://blogs.iq.harvard.edu/netgov/2007/02/cross_boundary_collaboration_and_egovernment.html

2000-2010

6 billion Eurosspent in ICT by

Member States UE

Where do we stand today in eGovernment

• Provision of services from a supplier

perspective, despite recently there has been a

shift towards a more consumer demand driven

policy and greater emphasis on citizen usage.

• The current situation is characterized by a

substantial gap between e-government supply

and demand, and generally low levels of e-

service take-up

United Nations E-Government

Survey 2012

“E-Government for the

People”

Where do we stand today in eGovernment

OECD : Take-up of on-line services

Source: “User Take-Up of e-Government Services”, OECD, June 2008

The secret of

Intrigue, Surprise, Delight, Upgrade

• Careful segmentation and focus on

students, educators and creative

professionals

• Lifestyle experience “what do you

want to do?”

• Style & design

- Usability in Government

websites, simply don’t exist

- Poor technical design

- Bad search engines

Take-up of online services

- citizen-centricity and focus

on user needs

- Segmentation and group the

services around citizens’ needs

and situations based on a life-

event or themed approach

- Good Technical design

Problems

Re-inventing e-Government

Re-inventing e-Government

01: Create a citizen-centered culture

02: Create an actionable,

citizen-centric strategy

03: Improve “findability”

04: Follow a user-centered design

process

Source image: http://docs.oasis-open.org/tgf/TGF-Primer/v1.0/cnprd01/TGF-Primer-v1.0-cnprd01.html;

The Portuguese Strategy for Public

Sector Modernization

The Portuguese Strategy for Public Sector

Modernization

EffectivenessEfficiency

Public Value

- Redesign of organizational structure

- Shared Services / National e-Procurement

- Rationalization of internal ICT

- Performance & Management Indicators

- Multi-channel delivery of services

- Simplex (administrative simplification of

processes)

- ICT Key-Enablers: Interoperability & e-ID

- Performance & Management Indicators

- Better Service

- Better quality of life

- Social Cohesion

- Equal Opportunities

e-Government Strategy

Integration of electronic services with

administrative simplification in a

multichannel format

Citizen-centric Strategy

SOA + SIMPLEX + eID + Governance

Multi-channel Strategy - Face 2 Face

CITIZEN SHOPS

100.000.000 attendances

34 Citizens Shop

15 entities public & private

Including “Integrated services “organized

by live event:

- I lost my Wallet

- Senior

- Multiservice

- Municipalities

Life Cycle for enterprises -100% services online

100.500 Enterprises created in

300 « face2face » One-Stop-

Shop

16.000 Enterprises created

online

Enterprise Portal

Citizen Portal

• 683 online services from 125

public entities

www,portaldaempresa.pt

www.portaldocidadao.pt

Multi-channel Strategy - Internet

• Life event organization

6.801.529 Citizen Cards delivered

- 33% with digital signature activated

- 70 online services aunthenticated with CC

Multi-channel Strategy – Key Enablers

Citizen Card

www.cartaodecidadao.pt

Interoperability Framework

Technological Platform SOA

- 242.108.700 messages / 9 entities

Semantic & Organizational Framework

- Rules & Standards

- ICT Public Administration Networkwww.iap.gov.pt

Multi-channel Strategy

Simplification / Sharing / Open Data / Financing

Simplex Program UE Funds for Simplification Program

Knowledge Network – Best Practices Open Data

Some thoughts about

governance

Governance: who take cares of

what

• A difficult mix:

strategy & operation

• CIO RoleEx. USA

The CIO is charged with establishing a government-wide

enterprise architecture that ensures system interoperability,

information-sharing, and maintains effective information

security and privacy controls across the Federal Government

• Political Role Ex. Hungary – Mr. Gábor Fekete (Deputy Secretary of State

Portugal – Mr. Feliciano Barreiras Duarte (Secretary of State)

UK – Mr. Francis Maude (Minister for the Cabinet Office)

Consulting and change management

Web development, mobile and

software

Equipment and biometrics solutions,

e-ID and surveillance

Platform and services e-

procurement

Related with this subject…

it’s a good moment to present the Cluster iGov2U

that I represent

e-ID documents and electronic

certification

Portuguese

Cluster of

Enterprises

Help

Governments to

achieve there

goals in

e-Government

projects

Thinking Citizen all the time

- Capacity of ADAPTATION in a changing world

- Add VALUE to the provision of service

- Create a RELIABLE relation with users

- Ability of INNOVATION and CREATIVITY

- Create new internal SKILLS

Innovation in Government for all

Edifício Atrium Saldanha

Praça Duque de Saldanha, 1 - 6º

1050-094 Lisboa, Portugal

Anabela Pedroso

[email protected]

Mobil: (+) 351 91 7057860

Reinventing Government

Reinventing ourselves

Budapest

June 16th 2012

Anabela Pedroso

Portugal