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E-Governance
Government Equipped with ICT
What is e-Government
It is the
transformation of government
to provide
Efficient
Convenient &
Transparent
Services
to
the Citizens & Businesses
through
Information & Communication Technologies
What is NOT e-Government ?
e-Government is not about ‘e’
but about government !
e-Government is not about computers & websites
but about citizens & businesses!
e-Government is not about translating processes
but about transforming processes !
Benefits to Government
• Law & Policy-making
– e-Government can be a catalyst for legal reform
– Wider & faster dissemination of laws
– Faster & better formulation of policies
• Better Regulation
– Registration & Licensing - speedier
– Taxation – better revenues
– Environmental Regulations – better compliance
– Transportation & Police – more transparency
• More efficient Services to Citizens & Businesses
– Better Image
– Cost-cutting
– Better targeting of benefits
– Control of corruption
Benefits to Business
• Increased velocity of business
– E.g Tradenet of Singapore
• Ease of doing business with Government
– e-Procurement
• Better Investment climate
• Transparency
Benefits to Citizens
• Cost and time-savings
• Certainty in getting services
• Better quality of life
• Ease of access of information
• Added convenience – multiple delivery channels
• Possibility of self-service
Seven Principles of
e-Government
Principle # 1
e-Government is about
Transformation
Proportion of PPT in a
computerization project
25%
15%
60%
Process People Technology
Proportion of PPT(L!) in an
e-government project
35%
40%
20%
5%
Process People Technology Luck
Ingredients of Transformation
Department
Centric
Approach
Process
Orientation
Output-Based
Assessment
Departmental
View
Customer
Centric
Approach
Service
Orientation
Outcome-based
Assessment
Integrated
View
Issues in Transformation
• Degree of Transformation
• Change Management
• External motivation
– Following Best Practice
– Engaging Consultants
• Top Management Support
• Awareness & Communication
Principle # 2
e-Government requires
A Holistic Approach
7 Areas of Management
Process
Reform
Management
Resource
Management
Procurement
Management
Technology
Management
Knowledge
Management
Change
Management
Program
Management
The Four Pillars of eGov
People
Process
Technology
Resources
e-Government
6C Model of Implementation
6C Model
Capital
Citizen
Interface
Cyberlaw
Content
Capacity
Connectivity
Front-end Vs. Backend
Backend
Systems
+
BPR
Infrastructure
Foundation
People
Front-end Systems
Results
Internet
Service
Centre
Right balance between Front-end & Backend
Issues in adopting a holistic approach
• Lack of appreciation of the need for holistic
approach
• Complexity in Project Development
• Time-taking
• 5-8% additionality in overall project costs
• Lack of expertise in adopting holistic approach
• Lack of patience
Principle # 3
e-Government requires us to overcome
A Number of Challenges
The Challenges
•Lack of Process Models
•Status Quo-ism
•Poor Legal Frameworks
•Complex Procurement
1 PROCESS
•Lack of Political Will
•Official Apathy
•Shortage of Champions
•Lack of Skills in Govt
2PEOPLE
•Lack of Architectures
•Lack of Standards
•Poor Communication
Infrastructure
•Hardware-approach
3TECHNOLGY
•Budget Constraints
•Disinterest of Pvt Sector
•Lack Project Mgt Skills
4RESOURCES
Principle # 4
e-Government needs
A Systematic Approach
through EGRM
Failing to Plan means…
Planning to Fail !
What is an eGov Roadmap ?
• A set of comprehensive documents that
• provide a vision
• indicate a direction
• set a pace
• create a set of methodologies
• lay down priorities
• enable resource mobilization
• facilitate adoption of holistic approach
… in implementing e-Government
Why should we develop EGRM?
1. To align e-Gov efforts along the development priorities
of the State
2. To ensure systematic approach in implementation
3. To ensure optimal utilization of scarce resources
4. To move away from champion-led approach to an
institutionalized approach in e-Gov
• Projects don’t happen by ACCIDENT any longer, but by design
5. To achieve a high success rate
The e-Governance Roadmap…
VISION
STRATEGY STRATEGY
BLUEPRINT BLUEPRINT
eGov PROGRAM eGov PROGRAM
eGov ECOSYSTEM eGov ECOSYSTEM
By 2010, the State
will be . . .
eProc
Workflow
ü Leverage
PPP
Agri
Land
eChaupalPPP
GPR
LR
Training
Municip
al
eproc
Police
eSeva
Pancha
yat
Land
DC,
WAN
Other Projects &
Initiatives
Mission Projects &
Initiatives
Core Projects &
Initiatives
eGov Blueprint
Access to Legal
Information
Land
Information
System
Network
Data
Center
Workflow
Capacity
Building
eProc
eSevaePanchayat
GPR
HRMS
Financial
Information
System
Kiosks
Vision
Strategy
Blueprint
Program
Ecosystem
Core Policies
•Security
•Standards
•Capacity Building
•PPP
•Service Delivery
•Language
Core
Infrastructure
•SWAN
•Data Centre
•Gateway
•e-Payment
•Call Centre
Core
Applications
•HRMS
•IFMS
•e-Procurement
•GIS
•Workflow
•Portal +RTI
•Citizen ID
Service Delivery
Infrastructure
Urban
CSCs
Rural
CSCs
Group
Applications
G2B
Single
Window
Welfare
Project
Management
Works
Management
EduSat EduPortal
e-Learning
Example of EGRM for a State
Mining CT
Rural
Devpt
AgriPortal
Health
Env &
Forest
Land
Online
Urban
Devpt
Principle # 5
e-Government necessitates
Change Management
What is Change Management?
Change Management is about
managing people in a changing environment
so that business changes are successful
and the desired business results are realized.
7 guiding principles of Chg Mgt
1. Senders & Receivers of communications must
be in Sync
2. Assess the levels of resistance & comfort
3. Authority for change must be sufficient &
continuous
4. Value systems in the organization should support
Chg Mgt
5. Change should be of right quantum
6. The ‘right’ answer is not enough
7. Change is a process and not an event.
The ADKAR Model
1. Awareness of Change
2. Desire to Change
3. Knowledge of Skills
4. Ability to apply Knowledge
5. Reinforcement to Sustain Change
Principle # 6
e-Government necessitates
Capacity Building
Hierarchy of Capacity Needs
•Policy Formulation
•Committing Resources
•Taking hard decisions
•Preparing Roadmaps
•Prioritization
•Frameworks, Guidelines
•Monitoring Progress
•Inter-agency Collaboration
•Funds Management
•Capacity Management
•Conceptualization
•Architecture
•Definition (RFP, SLA…)
Leadership & Vision
Program Development
Program Management
Project Development
Project Management
•Bid Process Management
•Project Monitoring
•Quality Assurance
Principle # 7
e-Government needs
Top Level Sponsorship
Role of Leadership
1. Becoming Champions of e-Government
• to achieve change of mindset
• to create an environment for innovation
• to provide adequate resources
2. Removing Barriers
• to overcome employee resistance
• to achieve cross-agency coordination
• to create confidence in private sector to partner government
3. Taking Hard Decisions
• to take the risks inherent in e-Government
• to achieve effective Government Process Re-engineering
4. Articulating the needs of citizens & businesses
Value of Zero !!
0
Managemen
t
0
Technology
,0
HRD
0
GPR#
,0
Infrastructure
0
Partnership
0
Resources
Leadership
& vision
#Government Process Reengineering
What do leading nations aim in eGov?
• Interactive Public Services
• Public Procurement
• Public Internet Access Points
• Broadband Connectivity
• Interoperability
• Culture & Tourism
• Secure G2G Communications
Is e-Gov always based on Internet?
NO !
The following forms are also e-Government
• Telephone, Fax, Mobile
• CCTV, Tracking Systems, RFID, Biometrics
• Smartcards
• Non-online e-Voting
• TV & Radio-based delivery of public services
e-Government & e-Governance
• e-Government
– Transformation of Government
– Modernization of processes & functions
– Better delivery mechanisms
– Citizens are recipients
• e-Governance
– A decisional process
– Use of ICT for wider participation of citizens
– Citizens are participants
Examples of e-Services – G2C
• Birth Certificate
• Health Care
• School Admission
• Scholarships
• e-Learning
• Examination Results
• Employment Services
• Vehicle Registration
• Driver’s License
• Passport/Visa
• Agriculture
• Land Record
• Property Registration
• Marriage Certificates
• Taxes
• Utility Services
• Municipality Services
• Pensions
• Insurance
• Health Care
• Death Certificate
Examples of e-Services – G2B
Close
Expand
Operate
Start-up Explore
Opportunities
•Approvals
•Permissions
•Registrations
•Returns
•Taxes
•Permits
•Compliance
•Approvals
•Permissions
•Project Profiles
•Infrastructure
•State Support
•Approvals
•Compliance
Examples of e-Services – G2B
Close
Expand
Operate
Start-up Explore
Opportunities
•Approvals
•Permissions
•Registrations
•Returns
•Taxes
•Permits
•Compliance
•Approvals
•Permissions
•Project Profiles
•Infrastructure
•State Support
•Approvals
•Compliance
Query Session
Governance is endless … queries can
find one end

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E governance

  • 2. What is e-Government It is the transformation of government to provide Efficient Convenient & Transparent Services to the Citizens & Businesses through Information & Communication Technologies
  • 3. What is NOT e-Government ? e-Government is not about ‘e’ but about government ! e-Government is not about computers & websites but about citizens & businesses! e-Government is not about translating processes but about transforming processes !
  • 4. Benefits to Government • Law & Policy-making – e-Government can be a catalyst for legal reform – Wider & faster dissemination of laws – Faster & better formulation of policies • Better Regulation – Registration & Licensing - speedier – Taxation – better revenues – Environmental Regulations – better compliance – Transportation & Police – more transparency • More efficient Services to Citizens & Businesses – Better Image – Cost-cutting – Better targeting of benefits – Control of corruption
  • 5. Benefits to Business • Increased velocity of business – E.g Tradenet of Singapore • Ease of doing business with Government – e-Procurement • Better Investment climate • Transparency
  • 6. Benefits to Citizens • Cost and time-savings • Certainty in getting services • Better quality of life • Ease of access of information • Added convenience – multiple delivery channels • Possibility of self-service
  • 8. Principle # 1 e-Government is about Transformation
  • 9. Proportion of PPT in a computerization project 25% 15% 60% Process People Technology
  • 10. Proportion of PPT(L!) in an e-government project 35% 40% 20% 5% Process People Technology Luck
  • 12. Issues in Transformation • Degree of Transformation • Change Management • External motivation – Following Best Practice – Engaging Consultants • Top Management Support • Awareness & Communication
  • 13. Principle # 2 e-Government requires A Holistic Approach
  • 14. 7 Areas of Management Process Reform Management Resource Management Procurement Management Technology Management Knowledge Management Change Management Program Management
  • 15. The Four Pillars of eGov People Process Technology Resources e-Government
  • 16. 6C Model of Implementation 6C Model Capital Citizen Interface Cyberlaw Content Capacity Connectivity
  • 17. Front-end Vs. Backend Backend Systems + BPR Infrastructure Foundation People Front-end Systems Results Internet Service Centre Right balance between Front-end & Backend
  • 18. Issues in adopting a holistic approach • Lack of appreciation of the need for holistic approach • Complexity in Project Development • Time-taking • 5-8% additionality in overall project costs • Lack of expertise in adopting holistic approach • Lack of patience
  • 19. Principle # 3 e-Government requires us to overcome A Number of Challenges
  • 20. The Challenges •Lack of Process Models •Status Quo-ism •Poor Legal Frameworks •Complex Procurement 1 PROCESS •Lack of Political Will •Official Apathy •Shortage of Champions •Lack of Skills in Govt 2PEOPLE •Lack of Architectures •Lack of Standards •Poor Communication Infrastructure •Hardware-approach 3TECHNOLGY •Budget Constraints •Disinterest of Pvt Sector •Lack Project Mgt Skills 4RESOURCES
  • 21. Principle # 4 e-Government needs A Systematic Approach through EGRM
  • 22. Failing to Plan means… Planning to Fail !
  • 23. What is an eGov Roadmap ? • A set of comprehensive documents that • provide a vision • indicate a direction • set a pace • create a set of methodologies • lay down priorities • enable resource mobilization • facilitate adoption of holistic approach … in implementing e-Government
  • 24. Why should we develop EGRM? 1. To align e-Gov efforts along the development priorities of the State 2. To ensure systematic approach in implementation 3. To ensure optimal utilization of scarce resources 4. To move away from champion-led approach to an institutionalized approach in e-Gov • Projects don’t happen by ACCIDENT any longer, but by design 5. To achieve a high success rate
  • 25. The e-Governance Roadmap… VISION STRATEGY STRATEGY BLUEPRINT BLUEPRINT eGov PROGRAM eGov PROGRAM eGov ECOSYSTEM eGov ECOSYSTEM By 2010, the State will be . . . eProc Workflow ü Leverage PPP Agri Land eChaupalPPP GPR LR Training Municip al eproc Police eSeva Pancha yat Land DC, WAN Other Projects & Initiatives Mission Projects & Initiatives Core Projects & Initiatives eGov Blueprint Access to Legal Information Land Information System Network Data Center Workflow Capacity Building eProc eSevaePanchayat GPR HRMS Financial Information System Kiosks Vision Strategy Blueprint Program Ecosystem
  • 26. Core Policies •Security •Standards •Capacity Building •PPP •Service Delivery •Language Core Infrastructure •SWAN •Data Centre •Gateway •e-Payment •Call Centre Core Applications •HRMS •IFMS •e-Procurement •GIS •Workflow •Portal +RTI •Citizen ID Service Delivery Infrastructure Urban CSCs Rural CSCs Group Applications G2B Single Window Welfare Project Management Works Management EduSat EduPortal e-Learning Example of EGRM for a State Mining CT Rural Devpt AgriPortal Health Env & Forest Land Online Urban Devpt
  • 27. Principle # 5 e-Government necessitates Change Management
  • 28. What is Change Management? Change Management is about managing people in a changing environment so that business changes are successful and the desired business results are realized.
  • 29. 7 guiding principles of Chg Mgt 1. Senders & Receivers of communications must be in Sync 2. Assess the levels of resistance & comfort 3. Authority for change must be sufficient & continuous 4. Value systems in the organization should support Chg Mgt 5. Change should be of right quantum 6. The ‘right’ answer is not enough 7. Change is a process and not an event.
  • 30. The ADKAR Model 1. Awareness of Change 2. Desire to Change 3. Knowledge of Skills 4. Ability to apply Knowledge 5. Reinforcement to Sustain Change
  • 31. Principle # 6 e-Government necessitates Capacity Building
  • 32. Hierarchy of Capacity Needs •Policy Formulation •Committing Resources •Taking hard decisions •Preparing Roadmaps •Prioritization •Frameworks, Guidelines •Monitoring Progress •Inter-agency Collaboration •Funds Management •Capacity Management •Conceptualization •Architecture •Definition (RFP, SLA…) Leadership & Vision Program Development Program Management Project Development Project Management •Bid Process Management •Project Monitoring •Quality Assurance
  • 33. Principle # 7 e-Government needs Top Level Sponsorship
  • 34. Role of Leadership 1. Becoming Champions of e-Government • to achieve change of mindset • to create an environment for innovation • to provide adequate resources 2. Removing Barriers • to overcome employee resistance • to achieve cross-agency coordination • to create confidence in private sector to partner government 3. Taking Hard Decisions • to take the risks inherent in e-Government • to achieve effective Government Process Re-engineering 4. Articulating the needs of citizens & businesses
  • 35. Value of Zero !! 0 Managemen t 0 Technology ,0 HRD 0 GPR# ,0 Infrastructure 0 Partnership 0 Resources Leadership & vision #Government Process Reengineering
  • 36. What do leading nations aim in eGov? • Interactive Public Services • Public Procurement • Public Internet Access Points • Broadband Connectivity • Interoperability • Culture & Tourism • Secure G2G Communications
  • 37. Is e-Gov always based on Internet? NO ! The following forms are also e-Government • Telephone, Fax, Mobile • CCTV, Tracking Systems, RFID, Biometrics • Smartcards • Non-online e-Voting • TV & Radio-based delivery of public services
  • 38. e-Government & e-Governance • e-Government – Transformation of Government – Modernization of processes & functions – Better delivery mechanisms – Citizens are recipients • e-Governance – A decisional process – Use of ICT for wider participation of citizens – Citizens are participants
  • 39. Examples of e-Services – G2C • Birth Certificate • Health Care • School Admission • Scholarships • e-Learning • Examination Results • Employment Services • Vehicle Registration • Driver’s License • Passport/Visa • Agriculture • Land Record • Property Registration • Marriage Certificates • Taxes • Utility Services • Municipality Services • Pensions • Insurance • Health Care • Death Certificate
  • 40. Examples of e-Services – G2B Close Expand Operate Start-up Explore Opportunities •Approvals •Permissions •Registrations •Returns •Taxes •Permits •Compliance •Approvals •Permissions •Project Profiles •Infrastructure •State Support •Approvals •Compliance
  • 41. Examples of e-Services – G2B Close Expand Operate Start-up Explore Opportunities •Approvals •Permissions •Registrations •Returns •Taxes •Permits •Compliance •Approvals •Permissions •Project Profiles •Infrastructure •State Support •Approvals •Compliance
  • 42. Query Session Governance is endless … queries can find one end