![eService benchmarks Planning and budgeting of eGov systems Arvo Ott Director eGovernance Academy [email_address] Skype: arvoott](https://image.slidesharecdn.com/lecture2eservicesandplanning-110214040527-phpapp01/85/e-services-benchmarks-1-320.jpg)
e-services benchmarks
- 1. eService benchmarks Planning and budgeting of eGov systems Arvo Ott Director eGovernance Academy [email_address] Skype: arvoott
- 2. Balanced e-Governance Combination of electronic services and participatory services e- GOVERNMENT Transaction of user-oriented services offered by government that are based on information and communication technologies. e- PARTICIPATION Digitally conveyed information (transparency) and the political influence (participation) exerted by citizens and business on the opinion-forming processes of public – state and non-state –institutions
- 3. eParticipation example: E-Voting in Estonia (106 000 e-voters in 2009!) eGovernment example: Parental benefit
- 4. Stages of e-services Personalization Stage 5 Information Transaction Two-way interaction One-way interaction (downloadable forms) Stage 2 Stage 3 Stage 4 Stage 0 Stage 1
- 5. Stage 1- Information : The information necessary to start the procedure to obtain this public service is available on-line. Stage 2- One-way Interaction : The publicly accessible website offers the possibility to obtain in a non-electronic way (by downloading forms ) the paper form to start the procedure to obtain this service. An electronic form to order a non-electronic form is also considered as stage 2. Stage 3- Two-way Interaction : The publicly accessible website offers the possibility of an electronic intake with an official electronic form to start the procedure to obtain this service. This implies that there must be a form of authentication of the person (physical or juridical) requesting the services in order to reach stage 3. Stage 4- Transaction (full electronic case handling) : The publicly accessible website offers the possibility to completely treat the public service via the website, including decision and delivery . No other formal procedure is necessary for the applicant via "paperwork". Stage 5 – Personalization (pro-active and automated service delivery): This level gives in an indication of fully integrated electronic procedures that help reduce ‘red tape’ and improve data consistency; where no other physical action is required on behalf of the applicant. Provides an indication of the extent to which the online provision of the e-services is based on new models of front and back-offices integration, the reuse of available data and to what degree the idea of pro-active service delivery is embedded. For certain services this means that the applicant receives the service automatically based on a previous registration of an event.
- 6. Public Online Services defined by European Commission Citizens Businesses Income Taxes (max 5) Social Contribution for Employees (max 4) Job Search (max 4) Corporate Tax (max 4) Social Security Benefits (max 5) VAT (max 4) Personal Documents (max 5) Registration of a New Company (max 4) Car Registration (max 4) Submission of Data to the Statistical Office (max 5) Application for Building Permission (max 4) Custom Declaration (max 4) Declaration to the Police (max 3) Environment-related Permits (max 5) Public Libraries (max 5) Public Procurement (max 4) Birth and Marriage Certificates (max 4) Enrolment in Higher Education (max 4) Announcement of Moving (max 4) Health-related Services (max 4)
- 7. E- Gov Center: -strategy -budget -regulation -training Shared, services infrastructure, portal, interoperabilityarchitecture, eID, payment gateway etc. VISION Ministries Service Points More and better services, More locations, 24/7,smaller Government, lower costs
- 8. 13 April 2010 www.ega.ee 550 org. 5 110 DB ~ 400 000 ~ 45 000 500 DB 1,100,000 Case: Estonia
- 9. Lessons learned - 1: Cooperation and coordination is the key, technology is the simplest part Training of IT managers and partners from private sector Medium push from legal framework Figuring out what might be the motivation Procurement procedures and rules can destroy initial project plans Step-by-step approach, no need to enter to “business” of the “back-office”
- 10. Lessons learned - 2 Process from operational technical system to wide implementation takes 2-3 years – “honeymoon period” of the project Money, spent once for development of basic components of the architecture will give high profit in the phase of development of single e-services… but it will be clear only after several years… and this might not be the motivation for public institutions Driving force is often not from the top management of public institution but somewhere else – find this person …
- 11. Lessons learned – 3 : It was important to have simple and presentable goal Portals and public services made it possible to show to everybody that X-Road exists and works, even when the real strength of the system was not in the portals It makes the "marketing" of the system easier
- 13. Questions IT policy as the driving force for change? Centralized vers. d ecentralized ? Coordination vers. direct management ? Implementation of strategies Organization Coordination tools: Regulations Budget planning Human resource planning “ soft methods” – training, discussion, awareness building etc.
- 14. Parliament Government Ministries Informatics Council I N F O R M A T I O N P O L I C Y A C T I O N P L A N G O V E R N M E N T S T R A T E G Y
- 15. From Policy to Projects and Applications Definition and initiation of projects Allocation of resources: Human Budget Time Procurement process Project audits Implementation and supervision
- 16. Separate article of state budget: expenses for IT- subdivided into HW, SW and project work ordered from outside of government structures. For the last 15 years this budget has formed about 1% of the state budget. All ministries, county governments and boards have independent IT budgets which are planned in cooperation of all CIOs. For joint actions of several ministries the IT budget is often included in the budget of the ministry that is coordinating the work. Fiscal framework
- 17. Initiation of projects and budgeting IT Councils and CIO coordination groups decisions and proposals Policy statements, priorities of government and ministries Budget application process for projects Result orientation supervision of spending Running costs of IT systems
- 18. Decentralised and centralised planning Decentrally – ICT base costs which are foreseen separately in the state budget for every state agency Centrally – ICT development costs which are foreseen in the state budget as a sum total
- 19. Application for funds State agencies present their project-centred ICT cost applications to the Coordination Ministry Expert committee reviews the applications, prepares the priority table of reasoned applications and submits it together with the applications and proposals for the extent of financing to the Ministry of Finance Negotiations between the Ministry of Finance and state agencies; legislative proceeding of the draft budget
- 20. Information technology costs Fixed costs of ICT – necessary for maintaining ICT infrastructure components, paying annual fees of software licences, paying for services of outsourced hardware and software, covering data communication expenses Expenses on contracting ICT development projects Share of ICT costs forms about 1% of the overall figure of costs in the state budget. In many other countries IT costs form about 2.5-4% of the state budget.
- 21. Extent of actual expenditures The actual expenditures on public administration IT are larger, as the mentioned expenditure item does not include: S alary costs of IT staff Expenditures on IT of public sector agencies that only receive grants from the state budget Training costs Expenditures on ICT development and use in the local government budgets
- 22. Thank you for your attention!