THE E-GOVERNMENT HANDBOOK FOR DEVELOPING COUNTRIES A Project of InfoDev and The Center for Democracy & Technology NOVEMBER 2002 PREFACE The process of globalization may very well entail both a reduction of income disparities among countries, and increasing income inequalities within countries. If this is so, for many countries, addressing the Digital Divide issue will be as much an external as an internal battle. On both fronts, e-government will be a powerful tool to help all types of economies (developed, developing and in transition) to bring the benefits of the emerging global information society to the largest possible part of their respective populations. Direct effects of e-government include cost effectiveness in government and public operations, significant savings in areas such as public procurement, tax collection and customs operations, with better and continuous contacts with citizens, especially those living in remote or less densely populated areas. Indirect effects are no less important, and include greater transparency and accountability in public decisions, powerful ways to fight corruption, the ability to stimulate the emergence of local e-cultures, and the strengthening of democracy. These are among the reasons why e-government, after spreading through developed market economies, has now become a priority in an increasing number of developing countries. Around the world, significant resources are being mobilized, as well as additional human resources and energies, to develop, implement and promote the use of e-government. However, since such resources remain scarce in regard to the immense tasks of socio- economic development and poverty alleviation, it is essential that they be used wisely and with a maximum chance of success. Benefiting from other countries' experiences, understanding their successes and failures, and adapting that knowledge to the characteristics of one's socio-economic environment will be vital to the future of e-government in many parts of the world. This is why infoDev is proud to have contributed to the production of the present Handbook. There is no e-government textbook and no e-government theory; knowledge comes from practice; excellence comes from best practices. This handbook is a first attempt to bring together key resources and examples of best practices from around the world and to provide an operational tool to help e-government practitioners move as swiftly and efficiently as possible through the three stages described here, namely: publishing, interacting, and transacting. As was once said, in e-business, e-commerce, and e-government, the most important letter may very well not be the `e', but the `r' ... which allows participants to move from `contacts' to `contracts'. The e-government Handbook is one of the products which best illustrates the new strategy of infoDev, based on exchange of best practices and knowledge dissemination. This handbook, its companion CD-ROM and its associated website follow in the track of the infoDev Telecom Regulatory Handbook, and the `regulateonline' website; it constitutes a vital tool for those countries, governments and societies who choose to adopt e-government as a pillar of their e-strategies. We congratulate the Center for Democracy and Technology for having been able to carry out the assignment of putting this product together, and have no doubt that the e-government Handbook is going to become a worldwide reference in the years to come. BRUNO LANVIN infoDev Program Manager THE WORLD BANK INFORMATION FOR DEVELOPMENT PROGRAM The Information for Development Program (infoDev) is a multi-donor grant program that supports innovative projects demonstrating the development opportunities offered by information and communication technologies (ICT). infoDev's mission is to promote the application of these technologies and the sharing of best ICT practices for social and economic development, with a special emphasis on the needs of the poor in developing economies. This Handbook has been prepared by the Center for Democracy and Technology (CDT), with funding support from infoDev. The World Bank enjoys copyright under protocol 2 of the Universal Copyright Convention. This material may nonetheless be copied for research, educational, or scholarly purposes only in the member countries of the World Bank. The findings, interpretations, and conclusions expressed in this document are entirely those of the authors and should not be attributed to the World Bank, to its affiliated organizations, or to members of its Board of Executive Directors or the countries they represent. The Handbook is distributed on the understanding that if legal or other expert assistance is required in any particular case, readers should not rely on statements made in this book, but should seek the services of a competent professional. Neither infoDev nor CDT guarantees the accuracy of all the data included in this publication and accept no responsibility whatsoever for any consequence of their use. infoDev encourages dissemination of its work, and this report will also be available on the website: http://www.infodev.org. Mohsen A. Khalil Bruno D. Lanvin Vivek Chaudhry Director, Program Manager, Task Manager, Global Information and infoDev Program Program Administrator, Communication Technologies Department The World Bank Group. infoDev Program The World Bank Group. The World Bank Group. E-GOVERNMENT HANDBOOK FOR DEVELOPING NATIONS ADVISORY BOARD Benin Mexico Yaovi Attohoun Angel Meixueiro Internet Society Benin Member of Parliament Brazil Philippines/Switzerland Ivan Moura Campos Fiona Paua Akwan Information Technologies World Economic Forum Bulgaria Spain Ognian Shentov Teresa Serra Center for the Study of Democracy. Member of Catalonian Parliament Canada United Kingdom Ann Cavoukian Ann MacIntosh Information and Privacy Commissioner of Ontario International Teledemocracy Centre Ghana United States Kojo Yankah Steve Clift Yankah & Associates Publicus.Net India United States Subash Bhatnagar Ari Schwartz Indian Institute of Management, Ahmedabad (IIMA) Center for Democracy & Technology CDT would also like to thank Dan Lerner, Martin Yeung, Supna Zaide, Amy DuRoss, and Joiwind Ronen for their work and dedication to the project. TABLE OF CONTENTS INTRODUCTION 1 A. WHAT IS THE E-GOVERNMENT HANDBOOK? A BRIEF EXPLANATION OF THE CONCEPT AND PURPOSE OF THE HANDBOOK B. OUR CATEGORIES AND CLASSIFICATIONS: HOW TO USE THIS HANDBOOK THE THREE PHASES OF E-GOVERNMENT THE TRANSFORMATION PROCESS THE CHALLENGES AND OPPORTUNITIES OF E-GOVERNMENT PART I - THE THREE PHASES OF E-GOVERNMENT 3 A. PUBLISH - BROADENING ACCESS TO GOVERNMENT INFORMATION EXAMPLES: ONLINE LAWS, REGULATIONS, AND JUDICIAL OPINIONS, WEBSITES FOR ENVIRONMENTAL DATA AND HEALTH INFORMATION, GOVERNMENT PORTALS B. INTERACT - INCREASING PUBLIC PARTICIPATION IN GOVERNMENT DECISION-MAKING EXAMPLES: E-MAIL ADDRESSES FOR PUBLIC OFFICIALS, ONLINE COMMENTS ON PROPOSED LAWS, AND ONLINE FORUMS C. TRANSACT ­ MAKING GOVERNMENT SERVICES MORE READILY AVAILABLE TO THE PUBLIC EXAMPLES: E-PROCUREMENT, E-FILING OF GOVERNMENT DOCUMENTS, ONLINE PERMITS, AND ELECTRONIC TAX PAYMENTS PART II - TRANSFORMING GOVERNMENTS THROUGH E-GOVERNMENT PROJECTS 5 A. PROCESS REFORM B. LEADERSHIP C. STRATEGIC INVESTMENT D. COLLABORATION E. CIVIC ENGAGEMENT PART III - CHALLENGES AND OPPORTUNITIES: CONSIDERATIONS FOR THE DESIGN OF E-GOVERNMENT PROGRAMS 11 A. INFRASTRUCTURE DEVELOPMENT B. LAW AND PUBLIC POLICY C. DIGITAL DIVIDE 1. E-LITERACY 2. ACCESSIBILITY D. TRUST 1. PRIVACY 2. SECURITY E. TRANSPARENCY F. INTEROPERABILITY G. RECORDS MANAGEMENT H. PERMANENT AVAILABILITY AND PRESERVATION I. EDUCATION AND MARKETING J. PUBLIC/PRIVATE COMPETITION/COLLABORATION K. WORKFORCE ISSUES L. COST STRUCTURES M. BENCHMARKING APPENDIX ­ THE RESOURCES 23 EXEMPLARY E-GOVERNMENT SITES AND CASE STUDIES CATEGORIZED ACCORDING TO THE PHASES, TRANSFORMATIVE PROCESSES, OPPORTUNITIES AND CHALLENGES OF E-GOVERNMENT REPORTS AND OTHER RESOURCES INTRODUCTION This Handbook attempts for the first time to catalog and present determinants of success, again using specific examples key resources on e-government in a format readily useful for from the developing world to illustrate each factor. policymakers in the developing world. · Part III takes a different look at e-government, Among the many promises of the digital revolution is its addressing seventeen challenges and opportunities that potential to strengthen democracy and make governments more arise in developing and implementing e-government responsive to the needs of their citizens. E-government is the projects. use of information and communications technologies (ICT) to · The Appendix consists of multiple indexes of exemplary transform government by making it more accessible, effective sites, case studies, and published papers, categorized by and accountable. E-government includes: the phases, processes, challenges, and opportunities of · providing greater access to government information; e-government. · promoting civic engagement by enabling the public to E-government is not a panacea. Although it can facilitate change interact with government officials; and create new, more efficient administrative processes, e-government will not solve all problems of corruption and · making government more accountable by making its inefficiency, nor will it overcome all barriers to civic operations more transparent and thus reducing the engagement. opportunities for corruption; and Moreover, e-government does not happen just because a · providing development opportunities, especially government buys more computers and puts up a website. While benefiting rural and traditionally underserved online service delivery can be more efficient and less costly than communities. other channels, cost savings and service improvements are not E-government is not a tool limited to the richer countries. automatic. E-government is a process that requires planning, Indeed, some of the most innovative uses of the Internet in sustained dedication of resources and political will. governance are appearing in the developing world, as ICTs are But it is now clear around the globe that the utilization of ICT being used to streamline government and connect it more has the potential of revolutionizing the way people interact with closely with the people it is supposed to serve. government and each other. From the rural farmlands of Our goal in creating this handbook is to offer concrete guidance Gyandoot in India to small villages in Africa, e-government is to government officials and others in the developing world, improving the condition of people in developing countries by presenting for the first time a comprehensive index of improving access to information useful to their daily lives, e-government models and resources, focused on success stories providing government services, and offering new opportunities in the developing world. This handbook presents a roadmap ­ to participate in the political process. in fact, a compilation of roadmaps ­ for policymakers considering electronic government as a mechanism for reform. We do not seek to "sell" e-government. Other reports and THE RESOURCES papers have outlined the philosophy, the benefits and the general methodologies of e-government. Here, using specific We have assembled a host of case studies, best practices and examples, we show how it can be done, with a healthy respect other online resources, and have drawn recommendations from for the realities and challenges that must be faced. them to illustrate and guide readers through the ideas and concepts of e-government. These resources provide empirical The handbook is arranged as follows: evidence of what actually works. · Part I examines the three phases of e-government, which In this print version, we give only illustrative case studies. The we define as publish, interact and transact, and offers companion online resource contains links to all the useful sites examples of each phase and recommendations for and other resources we identified, searchable electronically and implementing successful e-government projects. categorized by the three phases of e-government, as well as to the various elements of success, challenges and opportunities. · Part II focuses on the actual process of achieving We encourage you to utilize the electronic version in CD form e-government policy goals, focusing on the transformation or at the website www.cdt.org/egov/handbook/. of government through ICT. Part II addresses five key The Publish Phase of E-Government Case Example: Government of Colombia Portal - a one-stop portal for access to government information. At the beginning of 2000, the President of Colombia issued a directive requiring all federal government agencies to create Internet sites representing their services to the Colombian citizenry, which are now linked through a single portal. E-government managers focused on the quality of the sites, because they recognized that producing a supply of useful material on the Internet would stimulate greater demand for Internet access overall, and thereby increase the penetration rate. Web site: http://www.gobiernoenlinea.gov.co Case study: http://www1.worldbank.org/publicsector/egov/colombiaportal_cs.htm Case Example: TaniNet - an agricultural community development web site in Malaysia, utilizing ICT to bring vital agricultural information (such as prices and biotechnological information) and services to farmers in Malaysia and across the South Pacific. Through a collaborative effort, farmers and the Malaysian Agricultural Ministry created TaniNet, an Internet-based online resource, to bring information such as up-to-date pricing and e-commerce distribution channels to remote locations. Farmers can post inquiries on the TaniNet online bulletin board that are either answered by other farmers or forwarded to relevant experts for response. TaniNet encourages local content development and the sharing of information online. Commercial services help to finance and sustain TaniNet. Web site: http://www.taninet.com.my Case studies: http://www.iicd.org/base/story_search_read?id=4363 http://www.informingscience.com/articles/vol3/v3n4p207-214.pdf The Interact Phase of E-Government Case Example: Namibian Parliamentary web site - inviting citizens to participate online in their national government. Through its web site, the Parliament of Namibia engages citizens in the democratic process by affording them the opportunity to participate online in political discussions, and the opportunity to stay up-to-date with the legislative developments of the Namibian Parliament. In particular, bills up for consideration are posted online and citizens can send comments directly to parliamentary representatives. The site also links to many regional councils, which have similar web sites. Web site: http://www.parliament.gov.na 2 PART I ­ THE THREE PHASES OF E-GOVERNMENT E-government is not simply a matter of giving government Recommendations for Publish Projects: officials computers or automating old practices. Neither the use of computers nor the automation of complex procedures can · Begin with a strategy to get information online, bring about greater effectiveness in government or promote with appropriate milestones. civic participation. Focusing solely on technological solutions · Post information of value to people in their daily will not change the mentality of bureaucrats who view the lives, and emphasize local language content. citizen as neither a customer of government nor a participant in decision-making. · Consider a mandate that all agencies publish a specified range of information online. Understood correctly, e-government utilizes technology to accomplish reform by fostering transparency, eliminating · Seek attainable results using available resources. distance and other divides, and empowering people to participate in the political processes that affect their lives. · Design sites so they are easy to maintain, and sustain funding to ensure that information is Governments have different strategies to build e-government. updated regularly. Some have created comprehensive long-term plans. Others have opted to identify just a few key areas as the focus of early · Focus on content that supports other goals, e.g. projects. In all cases, however, the countries identified as most economic development, anti-corruption, attracting successful have begun with smaller projects in phases on which foreign direct investment. to build a structure. To assist policymakers in devising their own plans and PHASE 2: INTERACT - BROADENING initiatives, this handbook divides the process of e-government implementation into three phases. These phases are not CIVIC PARTICIPATION IN dependent on each other, nor need one phase be completed GOVERNMENT before another can begin, but conceptually they offer three ways to think about the goals of e-government. Publish sites, however rich in content, are just a first step. E-government has the potential to involve citizens in the governance process by engaging them in interaction with PHASE 1: PUBLISH ­ USING ICT TO policymakers throughout the policy cycle and at all levels EXPAND ACCESS TO GOVERNMENT of government. Strengthening civic engagement contributes to building public trust in government. INFORMATION Interactive e-government involves two-way communications, Governments generate huge volumes of information, much of starting with basic functions like email contact information it potentially useful to individuals and businesses. The Internet for government officials or feedback forms that allow users and other advanced communications technologies can bring to submit comments on legislative or policy proposals. this information quickly and more directly to citizens. "Publish" implementations of e-government diverge widely in their design Recommendations for Interact Sites: and content, but developing nations generally can start the · Show citizens that their engagement matters, by process of e-government by publishing government information informing them of the outcomes of their online online, beginning with rules and regulations, documents, and comments. forms. Enabling citizens and businesses to readily access government information without having to travel to government · Break down complex policy issues into easy-to- offices, stand in long lines or pay bribes can be a revolutionary understand components. advance for nations wracked by inefficient bureaucracy and · Be proactive about soliciting participation; use corruption. traditional media to publicize online Publish sites seek to disseminate information about government consultations. and information compiled by government to as wide an · Engage citizens collaboratively in the design audience as possible. In doing so, publish sites serve as the phase. leading edge of e-government. 3 This phase of e-government may also include the creation of Perhaps the biggest incentive for governments utilizing and citizen/government forums, such as one set up by the Armenian providing ICT services is to streamline currently bureaucratic government. Such forums constitute online communities where and labor-intensive procedures, which can save money and people can exchange ideas, broaden public awareness of issues, increase productivity in the long-run. Furthermore, by and establish new opportunities for activism not constrained by automating and revamping procedures and processes, distance. In the Armenian case, citizens are encouraged to especially in revenue-generating areas such as tax and fine communicate on issues ranging from political participation to collection, governments hope to stem corruption and graft, environmental protection. improving revenues while elevating trust in government at the same time. PHASE 3 - TRANSACT: MAKING A prime example of this effort is the highway toll collection system in Gujarat Province, India, where toll booth operators GOVERNMENT SERVICES AVAILABLE were allowing dangerously overloaded trucks through for a ONLINE bribe and pocketing a share of the tolls collected. By investing in an automated and secure tracking system that automatically Governments can go further, by creating websites that allow calculates tolls and fines and then deducts them from the users to conduct transactions online. Just as the private sector carrier's account. Delays and corruption were significantly in developing countries is beginning to make use of the Internet minimized and revenues trebled, paying for the technology to offer e-commerce services, governments will be expected to in one year. do the same with their services. Potential cost savings, accountability through information logs and productivity improvements will be important drivers. The Transact Phase of E- Government A transact website offers a direct link to government services, available at any time. In the past, government services such as Case Example: E-Procurement System, Chile - land registration or the renewal of ID cards required long waits, Revamping offline rules and regulations in confrontation with stifling bureaucracy and the occasional order to establish an efficient online bribe. Innovations such as citizen service kiosks located in procurement system. shopping centers in Brazil or portable government computers that can be carried into rural pockets of India bring Prior to the establishment of portals to conduct government e-government directly to the citizens of of developing nations. transactions online, the government procurement system in Chile was fragmented and burdened with various, sometimes contradictory regulatory frameworks. In 1998, the government formed the Communications and Recommendations for Transact Projects: Information Technology Unit (UTIC) and conferred on it · Target audiences that will have immediate use for the mandate of coordinating e-government efforts in an the online services. attempt to control costs and bring transparency to the system. · Enlist the support of those who will be using the site and address the concerns of government The UTIC completely revamped the underlying system workers whose role will change as a result of of procurement by centralizing all purchasing activities the innovation. through a central web site. This web site automatically sends emails to private companies registered on the · Integrate e-government with process reform, system when contracts come up for bid and takes bids streamlining and consolidating processes before online. Not only has the new system streamlined putting them online. procurement, it has also created new methods of · Recognize that initial investments in transact oversight and accountability. For example, the site systems can pay off over time in terms of cost includes statistics and other information on past savings and increased revenue. performance of government contractors. · Create a portal for transact services. Web site: http://www.compraschile.cl (in Spanish) Case study: http://www1.worldbank.org/publicsector/ egov/eprocurement_chile.htm 4 Transact sites can enhance productivity in both the public and above "publish" sites, governments need to be aware that private sector by making processes that require government implementation will neither be simple nor cheap. Consequently, assistance or approval simpler, faster, and cheaper. But because transact sites may require significant changes in the country's these are several steps (and in some cases, a quantum leap) legal framework and government workforce. PART II: TRANSFORMING GOVERNMENTS THROUGH E-GOVERNMENT PROJECTS E-government is about transforming the way government PROCESS REFORM interacts with the governed. The process is neither quick nor simple. It requires a coherent strategy, beginning with an Critical to the success of e-government transformation examination of the nation's political will, resources, regulatory is the understanding that e-government is not just about environment, and ability of the population to make use of the automation of existing process and inefficiencies. planned technologies. Rather, it is about the creation of new processes and new relationships between governed and governor. The success of e-government requires fundamentally changing how government works and how people view the ways in which The use of ICT is not merely a cost or labor saving tool, to be government helps them. There is no "one size fits all" strategy achieved simply by giving government officials computers or in implementing e-government, but we have identified five automating manual records. Rather, if conceived and designed essential elements in the transformation process. correctly, e-government is a solution that can genuinely Process Reform Some words of caution ­ the primary motivation for revolutionize the process of Recommendations: e-government reforms should not be focused on saving money government itself. Therefore, or cutting staff. While those can often be valuable results, the · Plan carefully - government leaders planning savings incurred from e-government initiatives most often streamline and e-government projects benefit businesses and citizens utilizing the improved system, consolidate offline should first examine the and not necessarily the government agencies that invested in ICT. processes before function or operation to putting them online. In order to realize efficiencies, moreover, governments must which they want to apply develop a citizen-centric model that involves key stakeholders ICT: For example, governments · Don't automate outside of government ­ businesses, trade associations, should use ICT to bring inefficiencies - scientists, academics, and NGOs. Without their input, e- transparency to problems, eliminate them. government projects are where the transparency Five Elements of · Respond to local needs unlikely to succeed, because represents a new way of Successful E-Government - draw on the ideas of citizens will not addressing the problem. Transformation: those who will use the use a system that does not Or, to take another example, if the subject of an system and enlist their · Process Reform respond to their needs. support. Once a consensus has been e-government project is · Leadership reached, leaders must fully procurement, officials and · Try to focus projects communicate the vision to companies that do business from the user · Strategic Investment the public. with the government should perspective. · Collaboration first examine the entire process by which the · Dispel resistance of civil · Civic Engagement government publishes servants by training and solicitations and qualifies incentives to support bidders and the requirements reform. for filing bids. · Ensure commitment of resources for the long- term. 5 Process Reform Models The Central Vigilance Commission in India: Transforming how authorities deal with corruption. Many nations face challenges in fighting corruption, due in part to a lack of transparency in anti-corruption enforcement. Public exposure can both boost public confidence that action is being taken and serve as an important deterrent. The Central Vigilance Commission of India is an independent government oversight agency involved in the fight against corruption. In January 2000, the CVC began publishing on the Internet the names of officials suspected of extorting bribes and the disciplinary actions taken against them. The CVC site exemplifies process reform by creating a new method for dealing with corruption: exposure and public censure. The CVC site, by giving citizens ready access to information, also helps boost confidence in the system by showing that complaints are acted upon, while also creating accountability, for citizens can immediately determine if action has not been taken. Web site: http://www.cvc.nic.in Case study: http://www1.worldbank.org/publicsector/egov/cvc_cs.htm E-Procurement System, Chile: Making government procurement more efficient and transparent by implementing comprehensive procurement reform. Prior to the establishment of portals to conduct government transactions online, the government procurement system in Chile was fragmented and burdened with various, sometimes contradictory regulatory frameworks. In 1998, the government formed the Communications and Information Technology Unit (UTIC) and conferred on it the mandate of coordinating e-government efforts in an attempt to control costs and bring transparency to the system. The UTIC completely revamped the underlying system of procurement by centralizing all purchasing activities through a central web site. This web site automatically sends emails to private companies registered on the system when contracts come up for bid and takes bids online. Not only has the new system streamlined procurement, it has also created new methods of oversight and accountability. For example, the site also includes statistics and other information on past performance of government contractors. Web site: http://www.compraschile.cl (in Spanish) Case study: http://www1.worldbank.org/publicsector/egov/eprocurement_chile.htm Additional Resource: The following website has a check-off list to assist in process development: http://www.local-regions.dtlr.gov.uk/egov/ Leadership Model The "Tiger Leap" Initiative, Estonia: Mobilizing the bureaucracy with a unifying concept and Presidential leadership. Declaring Internet access "a human right," Estonia is moving to provide Internet access to all its 1.5 million inhabitants by establishing local community Internet centers that provide free email and Internet access. In 1997, there were 80 centers operating. Plans are for 300 by 2002. Another element is a major program run by the Ministry of Education and funded in part with private investment, under which local governments and businesses cooperate to connect every school to the Internet, with the goal of producing a generation of Estonians who are 100 percent computer literate. The Estonian President was an outspoken advocate for the Internet, using his influence to press the initiative. Case study: http://www.wam.umd.edu/~abbate/Estonia/EestiNet/topics/tiger.html 6 LEADERSHIP STRATEGIC INVESTMENT In order to achieve the e-government transformation, Governments will need to prioritize some programs elected officials and administrators are needed at all over others to maximize available funds in view of levels of government who understand the technology tightly limited resources. This will necessitate clear and the policy goals and who will push reform. objectives for programs and a clear route to those objectives. E-government requires strong political leadership in order to succeed. Strong leadership can ensure the long-term Developing nations must choose projects carefully in order to commitment of resources and expertise and the cooperation optimize their investment of time and resources. Projects should of disparate factions. Leadership can also articulate a unifying have clear value in terms of enhancing transparency, increasing theme that can propel the e-government initiative through all citizen participation in the governance process, cutting the necessary steps. For example, by declaring Internet access bureaucratic red tape, or saving money. Standards and a "human right," the Estonian leadership created strong benchmarks must be established to measure the relative national support for the implementation of the Tiger Leap success of these projects. For example, in Gujarat, India, the Forward Initiative, a multi-sectoral program that is aiming to automation of toll checkpoints resulted in a significant increase create 300 Internet centers in Estonia by 2002 and whose in revenue normally lost to corrupt border agents, so that the eventual goal is to create a completely e-literate society. While it system paid for itself within a year. is not essential that governments declare Internet access a human right, leaders do need to understand that results will be most Strategic Investment Recommendations: likely if they elevate the public profile of their vision and press for its successful implementation by tying it to broader human · Define clear goals. development and democratization goals. · Catalogue available resources, ranging from The e-procurement system in Chile illustrates another approach funding to personnel. to the leadership factor: One way for governments to spur development of e-government is through the creation of a · Make short and long-terms plans, with expected central government agency expenditures, income streams and deadlines. Leadership that has not only expertise · Designate an officer or organizing body that will Recommendations: but also institutional oversee planning and budgets. authority to implement · Create an office and change. In Chile, this was · Consider multi-technology approaches. Some designate a senior the Communications and communities may not be ready for the Internet, official as a focal point Information Technology but other technologies like radio may better for e-government Unit (UTIC), created in serve their needs. innovation, planning 1998 and given the mandate and oversight. · Consultations with local communities will help of coordinating e-government ensure that they benefit from technology. · Signal Presidential/ efforts. In taking the lead Prime Ministerial role in developing an e- support for the initiative procurement system, it to ensure that all garnered support at the relevant departments cabinet level, lobbied the and agencies support it. political parties and labor unions, and lined up private backing from a consortium of companies that included the nation's telecom companies, a well-known consulting firm, and the leading Chilean Internet- based applications company. 7 Strategic Investment Examples Computerized Interstate Checkpoints, Gujarat, India: Generating increased revenue by automating the highway toll and fine collection system. The Indian state of Gujarat has an extensive road network that carries large volumes of commercial traffic. With nearly 25,000 trucks that enter the province daily, tolls and fines are a significant source of revenue and a tempting target for corruption. The Gujarat government in the past was ineffective at collecting tolls and stopping overloaded trucks (which caused numerous accidents) from entering the province and collecting fines from drivers. Delays and corruption at toll checkpoints were rampant. In 1998, Gujarat authorities installed an electronic system for collecting tolls. Whereas in the past, toll collectors had wide latitude in assessing tolls and fines, the new system automated the weighing of trucks and the calculation of tolls and fines and ended cash transactions at the checkpoints by instituting a credit card payment system. The system was a good investment. Within one year, the system had paid for itself, illustrating how strategic investment, properly planned, can lead to long-term benefits. Case study: http://www1.worldbank.org/publicsector/egov/gujaratcs.htm Collaboration Models Online Delivery of Land Titles, Karnataka, India. Karnataka's land registration records were kept as paper records updated by hand, until computerization made data management much less onerous and more efficient. In order to bring about such radical changes in the system, however, the state government had to secure the cooperation of a number of stakeholders. For one, computerization of the records required the cooperation of the local village accountants who controlled the lucrative trade in land records management. Secondly, government bureaucrats, who were loath to take on new responsibilities, had to be trained to utilize a computerized database. Case study: http://www1.worldbank.org/publicsector/egov/bhoomi_cs.htm AfriAfya, Kenya: Public/private consortium using information exchange to improve health care services to the rural poor. Kenyan health agencies and international aid organizations established AfriAfya, a public/private site that harnesses ICT to improve the health of rural Kenyans. The project relies on a small coordinating central hub and organizes up-to-date health information for communities that send it a steady stream of data from the countryside. These field centers are spread throughout the rural regions of Kenya, where 80 percent of the population lives. Doctors and caregivers can have instant access to vital information and statistics. Web site access granted to registered members only. Case study: http://www.inasp.org.uk/health/hif-afriafya.html Civic Engagement Model State of the Environment Report, South Africa: An online environmental report, affording opportunities for continued public participation. The content of this environmental awareness site is the result of extensive community particpation. The participating communities identiifed six environmental priorities, which became the core issues addressed on the site, including: Pollution, Waste Management, Open Space, Conservation, Poverty, and Environmental Health. Visitors to the site are encouraged to continue giving input to determine what relevant information should be posted and to contribute materials or information that could be useful to the general public as well. Web site: http://www.ngo.grida.no/soesa/nsoer/ COLLABORATION CIVIC ENGAGEMENT Governments will have to explore new relationships The success of e-government initiatives depends on an among government agencies as well as partnerships engaged citizenry and, to that end, efforts to foster civic with the private sector and NGOs to ensure quality and engagement are critical. accessibility of e-government. Agencies may have to The concept of e-government revolves around the citizen. overcome traditional reluctance to work with each other E-government is not just a cost cutting or efficiency initiative, to maximize benefits of scale in e-government projects. but rather is directed at Collaboration among government entities, private enterprises bettering the lives of Civic Engagement and NGOs can assist policymakers in crafting meaningful ordinary people. In order Recommendations: reforms and can expedite the implementation of e-government. to develop this citizen- · Consult widely in Private sector experts, who deeply understand topics such as focused vision, policymakers designing systems. e-commerce, information technology, marketing, and must keep the ordinary management, can advise government policymakers. The private citizen in mind when · Design applications that sector may have considerable expertise that can help meet the designing systems. If at all are focused on the challenges of increasing efficiency, capacity, and "consumer" possible, policy makers and citizen. (that is, citizen) satisfaction. designers should encourage stakeholders ­ both · Combine e-government Collaboration Recommendations: government and non- with legal reform efforts government ­ to participate such as requiring public · In the planning phase, establish a consultative in defining what their shared notice and comment in process that includes opportunities to hear from vision of e-government legislative and regulatory and speak with business, NGO's and other should accomplish. And processes. government agencies. Explain the goals of the once that vision is clearly e-government initiative and solicit suggestions. · Keep in mind differences defined, leaders must in local culture when · Take private sector advice and experience into communicate it across all seeking to engage account when designing systems. Respond to sectors, not just to those citizens. identified needs. who will implement it. · Design engagement · Create incentives for the private sector to become opportunities that build active participants in reform. on successful models. · Encourage cooperation and integration between departments/ministries of government. · Local champions will help projects succeed. To decrease skepticism in local communities, directly involve local leaders by making them representatives, and by teaching them IT skills they can pass on to their communities. · Create local ownership. In conjuction with the establishment of a local management committee or body, handover of e-government projects should occur as soon as possible. · Federal agencies and state and municipal agencies and authorities need to partner to ensure a smooth reform in services. 9 Infrastructure Development Model Drishtee, India: Kiosk-based e-government for rural India. The Drishtee program, extended recently to five Indian states, brings e-government services to rural India using kiosks run and maintained by entrepreneurs who charge a small fee for access. Drishtee combines social activism with market solutions in order to alleviate the problems of poverty and weak government and help those isolated by distance and lack of resources. Web site: http//:www.drishtee.com Case study: http://www.iicd.org/base/story_read?id=4956 Law and Public Policy Case Study Election Register, Palestine: Creating a modern and efficient election registration and tabulation system utilizing ICT. Conducting a free and fair election always requires planning and preparation, touching on areas that include law and public policy. When the newly-created Palestinian Authority began preparations for its first election in 1996, it utilized ICT to ensure a quick, accurate and honest result. Among other steps, it had to create an entirely new legislative and regulatory framework, one that meshed with technological solutions to ensure the security and reliability of data. Case study: http://www.aceproject.org/main/english/et/ety02.htm Digital Divide Case Study Citizen Service Centers, Bahia Province, Brazil: Placing service kiosks in convenient locations like shopping centers, allowing the public to transact government business with less hassle. The state government of Bahia has created Citizen Assistance Service Centers (SAC) that bring together federal, state, and local government agencies in a single location to offer the services that citizens most frequently need and use. The centers have been placed in locations convenient to the public, such as shopping malls and major public transportation hubs. To ensure that remote and poorer areas of the country are serviced equitably, a "Mobile SAC" has been developed. This Mobile SAC is a large, 18-wheel truck equipped with air-conditioning, TV set, toilets, and a covered waiting area. Inside the truck, four basic citizenship services are provided: issuance of birth certificates, identification card, labor identification card, and criminal record verification. When the Mobile SAC arrives in a community, the truck links to the computer network of the SAC headquarters through a telephone line. The truck typically will be parked in the town square, and remains three to four days before moving on the next community on its route. Case-study: http://www1.worldbank.org/publicsector/egov/bahiaSAC.htm 10 PART III - CHALLENGES AND OPPORTUNITIES ­ CONSIDERATIONS FOR THE DESIGN OF E-GOVERNMENT PROGRAMS Once governments commit to strategies transforming their INFRASTRUCTURE DEVELOPMENT governance processes, significant challenges and opportunities will arise during their implementation. We have identified All countries implementing e-government have struggled seventeen considerations that must be addressed by the to develop a basic infrastructure to take advantage of e-government initiatives of developing nations. new technologies and communications tools. Seventeen Challenges and Opportunities of Many developing countries, Infrastructure E-Government Implementation: even if possessing the will, Development do not have the infrastructure Recommendations: · Infrastructure Development necessary to immediately deploy e-government · Develop projects that · Law and Public Policy services throughout their are compatible with the · Digital Divide territory. These governments, nation's telecom such as the Andhra Pradesh infrastructure. · E-literacy state in India, must include · Use public access kiosks · Accessibility in their e-government and mobile centers if strategies efforts to build out · Trust teledensity is low. their ICT infrastructure, · Privacy developing novel approaches · Introduce telecom to solving the problem of competition and lift · Security remote connectivity in order regulations on wireless to support e-government and other digital · Transparency efforts. Others, such as technologies to · Interoperability Estonia, have partnered with accelerate their the private sector to invest deployment. · Records Management in programs that increase · Build on the micro- · Permanent Availability and Preservation access and create an e-ready enterprise model to society. · Education and Marketing bring connectivity to Some of the best examples underserved areas and · Public/Private Competition/Collaboration and guidelines on the issue ensure sustainability. · Workforce Issues can be found on the World · Consider the Bank InfoDev site: government's current · Cost Structures http://www.infodev.org/ use of technology and ereadiness/methodology.htm · Benchmarking/Qualitative Methods learn from past successes and failures. · Establish an action framework at the beginning of the process to allow for a rational and coordinated investment effort down the road. 11 E-Literacy Model Gyandoot, India: Community-based program in which roving entrepreneurs team up with government to bring Internet-based government services to remote villages. Even the most remote, poor and illiterate parts of the world can effectively utilize e-government through readily available and affordable technologies, benefiting those who are in dire need of government services and bridging the digital divide. The Gyandoot project uses portable government kiosks run as commercial enterprises. The key to the Gyandoot system is portability; it uses laptop computers with Internet access via wireless modems. The project brings government services to the poorest regions of Indian state of Madhya Pradesh. These kiosks offer access to information and services, from the latest crop prices to links to government offices where people can conduct transactions online instead of having to travel for days from their villages to central government offices. Web site: http://gyandoot.nic.in Case study: http://www1.worldbank.org/publicsector/egov/gyandootcs.htm Accessibility Resource U.S. Government Accessibility Standards Under "Section 508" A U.S. law known as "Section 508" requires that each Federal agency's electronic and information technology must be accessible to people with disabilities. The Center for Information Technology Accommodation (CITA), in the U.S. General Services Administration, is responsible for educating Federal employees and designing the infrastructure necessary to support Section 508 implementation. The Section 508 web site includes some of the most up-to-date resources on technologies accessible to people with disabilities ­ technologies that are also relevant to developing countries. Web site: http://www.section508.gov Trust Case Example Vietnam: Using the Internet to offer one stop shopping for businesses and investors seeking to obtain government licenses. Hanoi and Ho Chi Minh City each launched Web sites for business service agencies in 2000. The two websites (Hanoi Ministry of Planning and Investment and Ho Chi Minh Department of Planning & Investment) are designed to serve as the first point of contact for potential investors, especially foreign investors. The sites provide detailed information including recent news, related laws and regulations, and travel information. The cities ran into trouble in various areas along the way. At first, the building of Web sites was viewed as the purview of the information services department and the business services group was reluctant to take on what it saw as added responsibility. Leaders solved the resulting inertia by bringing together lower-level managers to gain buy-in. Then, private companies were very reluctant to share information. After much discussion, the agency agreed to some commercial recognition in exchange for a large amount of information from the private sector. Web site: http://www.invest.mpi.gov.vn (Hanoi Ministry of Planning and Investing) and http://www.http://www.hcminvest.gov.vn (Ho Chi Minh Department of Planning and Investment) Case-study: http://www1.worldbank.org/publicsector/egov/vietnam2cities_cs.htm 12 LAW AND PUBLIC POLICY Bridging the digital divide Digital Divide means more than just Recommendations: The application of ICT to government may encounter addressing race and class legal or policy barriers. Legislatures must ensure that issues. Successful programs · Provide communal laws are updated to recognize electronic documents and will create new opportunities access through village transactions. They must take proactive steps to ensure for those who are traditionally computer centers or that policies support rather than impede e-government. isolated from government kiosks. programs. In particular, Policymakers implementing · Combine access with Law and Public Policy technology programs often e-government must training. Recommendations: leave women, immigrants consider the impact of and the elderly behind. · Provide incentives to · Consult with stakeholders law and public policy. An effort must be made to the private sector to to assess how existing Otherwise, any initiative include these and other donate equipment and laws may impede the will encounter significant vulnerable groups. training. desired results. problems. The effort must incorporate a holistic view, There are two issues of · Emphasize local · Give legal status to online one that is not just focused special concern tied to the language and content publication of government on technology. Archaic digital divide: tailored to different information. laws, old regulatory communities. E-Literacy -- ensuring · Clarify laws and regimes, overlapping and e-government programs · Use for-profit regulations to allow conflicting authorities can help to create opportunities entreprenuers to build electronic filings with all greatly complicate or by educating those who have and sustain access government agencies. altogether halt a project. not used, do not have access Legal reforms and new points in small · Reform processes by to, or feel uncomfortable policy directives may have communities. simplifying regulations with technology. to be adopted before the and procedures. online world can function Accessibility -- making e-government programs available to the smoothly. physically disabled. DIGITAL DIVIDE E-LITERACY Class, race, ethnicity, geography and other factors could Even in areas where access to technological infrastructure lead to groups of people being disenfranchised. In many is nearly ubiquitous, there are still marginalized groups countries, content must be provided in more than one who are unable to make use of information and language or dialect. E-government must also address communication technologies because they are not the needs of those who are illiterate. `e-literate.' E-government programs will have to take special steps to include people who are not e-literate. The digital divide is the gap between people who have access to the Internet and those who do not. Those without access cannot Despite the Internet's democratizing potential, it has been learn essential computer skills, cannot access information that recognized from the outset of the digital revolution that there can provide economic opportunities, and cannot share in the is a very real danger that the world will be divided into the benefits of e-government. "information rich" and the "information poor." E-government has the potential of either equalizing access to government and An exemplary illustration of how the digital divide can be its services or increasing the barriers to participation. bridged to benefit the rural poor is the Gyandoot Project, where Governments must make sure that those who are already the Internet connected a remote part of India to the government educated or have Internet access are not the only ones who and the services it provides. As noted above, Jamaica enlisted benefit from e-government. Such a disparity would only postal workers to teach customers basic computer skills like increase the problems of social and economic injustice, email, and also created computer labs in local libraries, with which e-government is meant to address. the goal of empowering the rural poor to explore opportunities beyond their small communities, including the opportunity for Rather than attempt to train entire villages, Gyandoot began increased civic participation. with a workable approach to the e-literacy barrier. For the initial 13 Privacy Resource Privacy Impact Assessment, Ontario, Canada: An online guide to fair information practices. Ontario Province, Canada has created a Privacy Impact Assessment toolkit, meant to educate governments interested in evaluating their information collection policies against widely-accepted privacy criteria. Web site: http://www.gov.on.ca:80/MBS/english/fip/pia/ Security Resources ACE Project: Exploring ICT applications in the electoral process. A major area where e-government and security concerns have converged is the area of online elections. Conducting a free and fair election always requires trust in the security and integrity of voting data. The Administration and Cost of Elections (ACE) project provides a thorough online resource for policymakers who are trying to design electoral systems that utilize ICT. The site includes advice on ensuring the security and reliability of data. Web site: http://www.aceproject.org/main/english/et/et.htm The European Union eEurope Initiative. In 2001, the European Union developed cyber-security guidelines for public entities, included in its report: Improving the Security of Information Infrastructures and Combating Computer-related Crime. Web site: http://europa.eu.int/ISPO/eif/InternetPoliciesSite/Crime/CrimeCommEN.html Transparency Case Examples OPEN (Online Procedures Enhancement for Civil Applications), Seoul, South Korea: Giving citizens the ability track online the progress of their applications for services. In 1998, the Seoul government initiated a comprehensive campaign to battle corruption. As part of a concerted effort to bring transparency to government functions such as licensing and permit approval, reformers not only streamlined the burdensome regulatory rules (the complexity of which provided ample opportunities for extorting bribes) but they also created an online monitoring system to track the progress of government applications. Now, citizens will know at all times where precisely their applications stand in the evaluation process, thwarting corrupt bureaucrats who in the past demanded bribes to expedite applications or even tell a citizen the status of his application. Web site: http://www.metro.seoul.kr Case study: http://www.metropolis.org/Metropolis/gcities.nsf/AllDocs/5E3C2014AAF141124A256B570003757D?OpenDocument Declaranet, Mexico: Public officials disclose assets to increase trust in government. Mexican President Vincente Fox started the reform process towards greater transparency and government openness by submitting a public declaration of his assets using the e-government site Declaranet and urging all public functionaries to do the same. Web site: http://www.declaranet.gob.mx 14 kiosks, village committees each selected three candidates Accessibility Recommendations: to receive training at the District Council. At the end of the training, the best trainees were selected to run a kiosk. · From the outset, design applications that accommodate the disabled, such as an audio E-literacy Recommendations: option for the blind. · Ensure that content is in local languages and that · Establish as a legal requirement that the interfaces are easy to use. government must adopt technology to assist the disabled. · Develop applications that use speech or pictures in addition to, or instead of, written text. · Set performance criteria and measure progress. · Include an educational component in e-government projects. · Provide aides at access points who can train TRUST citizens in basic computer skills. To be successful, e-government projects must build · Create programs that include traditional media, trust within agencies, between agencies, across like radio programs or newspaper columns, governments, and with businesses, NGOs and citizens. where citizens can learn about e-government. When conceptualizing e-government, developers often do not · Special attention should be given to groups realize the many boundaries, both physical and administrative, difficult to integrate (women, elderly, immigrants). that the proposed project will cross. Yet, the success of e-government often comes down to building trust and common understanding with the variety of players early in the process. ACCESSIBILITY The biggest concern for most parties is that change brought about by a new system will negatively impact them. Governments must serve all members of society Almost every successful irrespective of their physical capabilities. Online e-government project is a Trust services will have to be designed with appropriate case example in building Recommendations: interfaces ­ this may have significant cost implications. trust. · Map key internal and Some developing countries have sizable disabled populations. The issue of trust also involves external partners and These people could especially benefit from e-government two issues of special build a strategy to keep services as they may not be able to travel to government offices. concern to any online service: open lines of However, e-government projects need to accommodate the communications. needs of the disabled ­ such as those who are blind, or do Privacy -- protecting not have use of their hands. personal information the · Start with short-term government collects about projects that yield early The World Wide Web Consortium is developing protocols and individuals. results. This helps procedures to support disabled people (those who are blind, build trust and could deaf or otherwise handicapped) in using the Internet as freely Security -- protecting help point to areas for as any other person. Those efforts include software solutions, e-government sites from larger scale ventures. policy initiatives, and educational conferences. The results can attack and misuse. be viewed online in a document that sets guidelines to providing · Strong leadership can accessibility to the Internet for the disabled: Privacy and security issues help build confidence in http://www/w3/org/WAI/gettingstarted/ have received extensive programs. international attention, discussed in the following two sections. 15 Interoperability Case Study and Resource The Electronic Service Delivery (ESD) Scheme, Hong Kong: Connecting over 20 agencies to provide more than 70 services via a single web site. When creating this infrastructure, policymakers were aware that there are multiple coding standards for Chinese characters. Therefore, they adopted ISO 10646 as their common Chinese Language Interface for message exchange between the front-end ESD system and the back-end systems. Web site: http://www.esd.gov.hk CIO Council's Practical Guide to Federal Enterprise Architecture, US. In the US, the Federal Government's Chief Information Officer Council put together a detailed guide to building and rebuilding government information technology structures to ensure interoperability and help achieve optimal performance of an agency's mission. The guide describes how to map the enterprise life cycle; obtain executive buy-in and support; establish management structures; develop a communications plan; develop a sequencing plan including identifying gaps and migrating systems; and benchmarks for these multiple pieces. CIO Council's Guide Version 1.0: http://www.gao.gov/bestpractices/bpeaguide.pdf US Government E-Government Strategy: http://www.whitehouse.gov/omb/inforeg/egovstrategy.pdf Records Management Examples Land/Property Registration in Andhra Pradesh, India: Computerizing and making readily accessible registration and record keeping of land titles. Land registration offices throughout the southern Indian state of Andhra Pradesh now operate computerized databases to help citizens complete registration requirements within an hour instead of several days under the paper-based system. Antiquated procedures such as manual copying and indexing of documents, along with storing these documents under inadequate conditions, have been replaced. This system has not only streamlined records management, but also has given a once opaque system prone to corruption a much greater degree of transparency. Case study: http://www1.worldbank.org/publicsector/egov/cardcs.htm Independent Electoral Commission, South Africa: Using ICT to support fair and open elections, from registering voters to quickly and accurately recording and tabulating national results. Determined to conduct free and fair elections, the Independent Electoral Commission (IEC) used ICT to register voters and collect and tabulate their votes quickly, with integrity and transparency. The IEC made effective use of Geographic Information Systems (GIS) for the creation of a multitude of spatial management reports required for election planning, logistics, registration, and results processing. The IEC also effectively applied call center technology, including an "800" number for the public with "where to register" details, illustrating the importance of combining computer and telephone technologies to address the realities faced on the grass-roots level. A GIS application helped desk operators pinpoint the exact location of a voting station for registration purposes by referencing the municipality name, suburb and cross- streets as supplied by the voter. Recognizing low literacy levels (and other information access problems in South Africa), this facility assisted the voter in identifying the voting station within his/her voting district by merely making a toll-free call. The geographical database compiled for election purposes is a national asset that can be used by various state departments and private organizations for spatial planning. For example, the GIS can be used to spatially determine the best location for a clinic based on the proximity of young children and people over 60 years of age in a particular area. Case study: http://www.accenture.com/xd/xd.asp?it=enWeb&xd=services\microsoft\micr_saiec.xml http://www.cdt.org/egov/toolkit/southafrica/electionregister.html PRIVACY Security Recommendations: Privacy is one of the most important issues facing the · Designate a senior official responsible for Internet. Governments must be responsible custodians computer security. of the enormous amounts of personal information they · Continually assess systems to make sure that hold. security precautions are being implemented. Governments collect vast quantities of data on their citizens · Backup information regularly and store backups through everyday transactions. As e-government services grow in a separate location. in scope and popularity, Privacy those databases will expand · When it comes to personal information, keep Recommendations: in size and detail. Protecting information collection to a minimum and do not · Educate and train the privacy of citizens' disclose personal information without express government officials personal information stored prior consent. on the importance of on these databases while · Provide ongoing training to employees on privacy. making effective use of the information contained in computer security. · Design applications that them is a vitally important · Evaluate performance of system managers in integrate privacy issue, one which policy- adhering to sound security practices. protections. makers must address if citizens are asked to entrust · Follow "fair information sensitive personal, financial practices." Minimize the and medical data to the TRANSPARENCY collection and retention government in order to of personal information. utilize Internet-based Government transparency should be embedded in the design of ICT systems. · Limit access to e-government systems. personally identifiable Government websites and Citizens too rarely understand how government decisions are information - do not online services must adhere made. This lack of transparency prevents the public from automatically allow to privacy best practices. actively participating in government and from raising questions employees to tap into Privacy must be addressed or protesting unfair or ill-advised decisions. A lack of databases of personally in the planning and design transparency can conceal official graft or favoritism. identifiable information. of e-government systems since it is much harder to Transparency Recommendations: interject privacy protections · Post online rules, regulations and requirements after a system is built. Government websites and online for government services (such as requirements for services should fully comply with the fair information principles obtaining a license) to minimize subjective actions outlined, for example, by Ontario, Canada, in its privacy impact by officials. assessment tool. · Highly-placed public officials can expedite transparency and accountability efforts by making SECURITY their offices positive examples of openness. Security is costly, but must be addressed in the design · When putting services online, give citizens the phase, as security breaches can shatter public trust in e- ability to track the status of their applications. government. · Train civil servants and provide incentives to Trust is a vitally important component of e-government projects. reform. Without trust, citizens who may already be leery of using · Integrate transparency and process reform to technology may avoid and even shun the use of online services simplify regulations and procedures. that ask for detailed personal information. 17 Permanent Availability and Preservation Examples National Archives, Malaysia. The mission of the Malaysian National Archives is "to hold in custody and preserve archival materials pertaining to the nation's history and to disseminate information regarding their importance to the public." The Archive's easy-to-use web site contains a search engine for electronic data and research request services for documents. Web site: http://arkib.gov.my/ National Archives and Records Administration, United States. NARA is charged with the collection, storage and preservation of government documents with historical or informational significance and runs what is perhaps the most detailed and comprehensive web site in the world in terms of public and government records and document preservation. The site gives clear and detailed guidance for government bureaucrats and officials on many issues, including document retention, conditions and process for disposal, and how to handle sensitive and classified information. The site includes a searchable online database as well as a function for requesting documents that are not in electronic format. Web site: http://www.nara.gov Education and Marketing Model E-government Portal, Dubai, United Arab Emirates. The government of Dubai has become the first Arab state to offer e-government services to its people. Twenty-four government departments have signed on to deliver services through the portal. Marketing has focused on the convenience factor that e-government gives the user. Instead of standing in line or having to trek to several different locations, citizens can go directly to one site to get things done. To encourage people to use the online services, the government is conducting Internet training and awareness programs for citizens as well as mounting large-scale information campaigns in the media. Web site: http://www.dubai.ae Case studies: http://www.dfn.org/news/uae/e-gov.htm http://news.bbc.uk/hi/english/sci/tech/newsid-1628000/1628610.stm http://www.arabwideweb.com/english/channels/technology/news/12.htm Public/Private Competition/Collaboration Case Study The Contributions/Tax Collections Network, Mauritius: Creating an automated tax administration system to foster electronic transactions between business and government. The Contributions Network Project calculates and integrates information for personal and corporate tax payments and payments for the national pension and benefit plans. To implement it, Mauritius depended on a public/private partnership. The project involved the development of a new tax regime. The government engaged in an education campaign to let employers know that the start-up costs and user fees involved in using the online system would in the long run end up saving participants money. Case study: http://www1.worldbank.org/publicsector/egov/mauritiusCNPcs.htm 18 E-government can play an essential role in revealing to the of it. Without this framework, Records Management public the policies their government is adopting or the actions policy makers could not Recommendations: the government is taking. South Korea, for example, reduced derive useful analysis quickly corruption by reorganizing government activities such as enough to react to social · Encourage data sharing licensing and permit approval, and creating an online monitoring and economic developments. and cooperation system to track each application. This program succeeded in between government Accurate official records reducing the number of bribes and collusion among corrupt departments. should provide the basis bureaucrats because officials could now be held personally for the rule of law, economic · Streamline offline accountable for actions. development, and record keeping accountability. Governments processes to make the INTEROPERABILITY should take advantage of transformation to technologies that facilitate online publication Rather than adding new systems on top of outmoded the cataloguing of records easier. legacy systems, e-government planners should develop and the flagging and · Creation and systems and record formats that work together and retrieval of information. standardization of across departments. "Evidence-Based Governance meta-data is critical for Reliable e-government requires a comprehensive overhaul in the Electronic Age" is a conducting successful of legacy systems. Putting five-year project initiated data searches across Interoperability incompatible record formats by the World Bank in institutions and Recommendations: online neither simplifies nor partnership with the networks. reduces the workload International Records · Map and assess existing imposed on people and Management Trust. It involves record systems. government officials, thereby coordinating a global network of institutions and organizations · Identify and reform saving no one time or energy to provide support for modernizing records management regulatory schemes that in the long run. For example, systems in parallel with measures to improve public sector make interaction with in Chile, merely putting management. http://www.irmt.org/evidence/ the government various incompatible onerous. government procurement functions online would not PERMANENT AVAILABILITY AND · Use common standards have solved the problems of throughout the PRESERVATION an inefficient offline system. government, to shorten Instead, the development of Historical documentation is of special importance for development time and online e-procurement had governments. ensure compatibility. to include eliminating ICT not only allows for quick and cheap dissemination of data, · Adopt a common IT inconsistent procedures and but also for its compact and convenient storage. Instead of infrastructure for the requirements and adopting warehouses filled with paper documents that can take days government. common formats so that all government agencies could to search through and require an army of bureaucrats to use the same online system. keep track of, governments can preserve and make readily Permanent Availability and Preservation RECORDS MANAGEMENT Recommendations: · Design applications according to need. New technologies are being created to help manage information. Governments have unique needs in this · Consider relevance, usability, language field. compatibility and affordability. Better information management can help officials identify · Encourage cooperation between departments and barriers to more efficient government. In Egypt, officials with the private sector in collecting, storing and realized that while data was plentiful, there was no information utilizing data, but proceed continuously with management framework to make sense personally identifiable information. 19 Workforce Issues Case Example Online Delivery of Land Titles in Karnataka, India: Addressing the resistance of government employees to online transactions. Many reform efforts fail because they are undermined internally or have little support from current stakeholders whose buy-in is critical for success. For example, in Karnataka state, the political leadership encountered resistance in its plans to computerize the antiquated and inefficient land registration system from its own staff, who thought it would result in either job losses or radical changes in the way they performed their duties. Unless the support staff understood and supported the proposed changes, the project was doomed to fail. This case examines the leadership initiatives taken to win support and bolster the chances of success for the project. Case study: http://www1.worldbank.org/publicsector/egov/bhoomi_cs.htm Cost Structure Example Corporate Plan for Information Technology and Computing Services, Fiji. The Fijian government's strategic plan for ICT deployment and investment offers an example of a national plan to develop a highly advanced set of e-government services. It addresses system development, training, policy development, strategic planning, performance planning, personnel performance, management reporting, public relations, duration, budget and cost structures. Web site: http://www.cdt.org/egov/toolkit/fiji.html Benchmarking Example and Case-Study Government on the Web II, United Kingdom: Report on e-government deployment efforts from the National Audit Office. The National Audit Office issued a report analyzing in great detail the progress of e-government efforts in Great Britain with an eye on costs and benefits to the taxpayer. In deficient areas, the report provides detailed recommendations on how to improve quality and return on investment. Notable in this report are the numeric goals for e-government service delivery, such as delivery of specific services by certain dates, so officials and policy makers can be held accountable for results. Web site: http://www.nao.gov.uk/pn/01-02/0102764.htm International Benchmarking Report: Case Studies of e-government sevices: Interoperability and Data Standards, by the Office of the e-Envoy in the United Kingdom: http://www.e-envoy.gov.uk/publications/reports/benchmarkingV2/ interop_hkong.htm 20 accessible at anytime vast amounts of government information To foster public/private cooperation, the World Bank has and statistics administered by a handful of technicians, clerks created the "Country Gateways" portals, based on locally-owned and librarians. Governments have unique responsibilities to and managed public-private partnerships whose mission is to preserve the historical record. Preservation goals should be facilitate innovative and effective use of the Internet and other incorporated in system design. ICTs to reduce poverty and promote sustainable development. http://www.developmentgateway.org/node/137849/ EDUCATION AND MARKETING Public/Private Competition/Collaboration Recommendations: E-government services are only useful if people know about them. Education and outreach programs will be · Forge multi-sectoral partnerships. needed. · Review and reassess laws and policies that impede Developing a good website is not enough. Successful projects public/private cooperation also will require good marketing to encourage citizens to make use of them. People, · Ensure that agreements with contractors and Education and especially if they are partners are equitable and can be reviewed and Marketing unfamiliar with technology, revised over time. Recommendations: may be reluctant to try · Seek assistance and involvement from organizations · Develop publicity and e-government services out that already have experience in providing services training campaigns that of distrust or belief that and information using the same or similar will engage the public online services will not technologies. about e-government meet their needs or due to initiatives. lack of understanding of the technology. People must WORKFORCE ISSUES · Conduct research to be coaxed into using these ensure that online services, provided, of Human resources must be structured and managed with services respond to course, that these services e-government goals in mind. actual needs and that were designed with members the implementation of the public in mind. A well-trained and motivated workforce is critical to e-government suits the target success. Civil servants need training and leadership in order to audience. integrate themselves into the new information structure. Policymakers need to expect that civil servants will feel threatened by e-government, either because they fear being caught for corruption or simply because they fear a loss of PUBLIC/PRIVATE power. Leadership can play an important role and create a COMPETITION/COLLABORATION positive atmosphere for change by ensuring adequate training and rewarding those who support e-government changes. Issues of public vs. private collaboration and competition are already part of an international debate on governance. Workforce Issues Recommendations: New rules may be needed to govern the relationship of · Articulate a timeline for implementation in a step- the public and private sectors. by-step manner so the reforms will not seem The question of where government controls end and the private overwhelming to the bureaucracy. sector takes over in e-government efforts is a difficult one to · Hold regular meetings between e-government answer. Many governments are loath to cede power and authority policy leaders and the affected workforce so to any private entity. The best way to proceed in joint or cooperative employees are active participants in the process. projects must be considered carefully, with public and private interests working together as partners, and not necessarily for · Create incentives by rewarding individuals and political or economic gain. New partnerships and alliances can agencies that apply the reforms rapidly. have unforeseen consequences, so it is important to be able to review new relationships frequently to ensure that both parties are pleased with the arrangement. 21 COST STRUCTURES processing citizen requests or applications, reduction in number of complaints about the level and quality of government services, While planning and budgeting in a changing climate increased voter registration and/or turnout, increased citizen is difficult, governments should seek to invest in participation in consultations and comment proceedings, lower sustainable programs that can produce savings. costs to government in delivering services, and increased revenue. In order to implement a successful e-government program, policymakers need to develop specific and reasonably attainable goals and understand what resources are available to achieve Benchmarking Recommendations: those goals. Only then will they be able to formulate a plan that · Create measurable goals during early planning can be implemented in full, rather than being cut short before stages. any gains are realized due to lack of resources. · Designate an office to oversee e-government Cost Structures Recommendations: implementation. · Avoid advertising-based or fee-based services. · Make sure the office is sufficiently funded and is They have generally not been sustainable. recognized by all relevant agencies and departments. · Articulate functionalities clearly and try not to add details that will push budgets into deficit. · Conduct regular audits to ensure progress is being made to achieve stated goals. · Develop projects that are achievable with resources available. · Review benchmarks regularly to ensure that accurate measures are appropriate for rapidly · Consider the government's current use of changing technology. technology and study past successes and failures. · Create a data collection system to support program · Designate an officer or organizing body that will operations and "before and after" surveys of oversee cost. knowledge, skills, and applications among participating organizations to assess program impact. BENCHMARKING · A common IT infrastructure and architecture standard is key to ensuring that ongoing Governments must regularly evaluate the progress and development takes place in a coherent and effectiveness of their e-government investments to integrated way. determine whether stated goals and objectives are being met on schedule. · Advanced planning of common IT infrastructure standards result in a shortened development time Calculating the value and progress of e-government investments and system compatibility. is a difficult but necessary step if governments want to maintain support for projects. Benchmarking can include quantitative or · Quantitative measures can be as beneficial as subjective measures. Benchmarks can include: number of qualitative ones. agencies and functions online, reduction in average time for 22 APPENDIX: THE RESOURCES · Ghana: Environmental Information Network Project. A web-based system containing environmental data for We have assembled a host of case studies, best practices and government ministries and citizens. other online resources that illustrate the phases of e- http://www.epa.gov.gh/ government and the ideas and concepts discussed in this report. These resources provide empirical evidence of what actually Case-studies: works. http://www.iicd.org/base/story_read_all?id=4862 In this print version, we described only illustrative case studies. The companion online resource contains fuller descriptions of http://www.iicd.org/base/story_read_all?id=4756 all sites and other resources, searchable electronically and · Guyana: Creating greater public access to information. linked to the three phases of e-government, as well as to the various elements of transformation, challenge, and opportunity. Case-study: We encourage you to utilize the electronic version in CD form http://sdnhq.undp.org/it4dev/stories/Guyana.html or at the website http://www.cdt.org/egov/handbook/ · India: JUDIS (Judgment Information System). Posts Following is an index of all case studies and resources that can court records, case information and judicial decisions. be found in the online version: http://indiancourts.nic.in/itinjud.htm · Italy: Bologna City Portal. Encourages citizen PUBLISH participation at multiple levels, including forums for interactive discussion and links to civic groups. · Brazil: National Legislative Portal. http://www.comune.bologna.it/ http://www.redegoverno.gov.br (In Portuguese). · Kenya: AfriAfya. A public/private consortium using the · Canada: E-Government Portal. Considered one of the web to share medical informaton. best government portals in the world. http://www.afrafya.org http://www.canada.gc.ca (English and French). Case-study: · Colombia: E-Government Portal (Gobierno en Linea). A http://www.inasp.org.uk/health/hif-afriafya.html one-step portal for access to government information. · Lebanon: Putting government documents and academic http://www.gobiernoenlinea.gov.co/home/0,1351,ES- research online. COgl,00.html (in Spanish). http://www.sdnp.org.lb/ Case-study: http://www.worldbank.org/publicsector/egov/comombiap Case-study: ortal_cs.htm. http://www.sdnp.undp.org/stories/lebanon.html · Dubai: The nation's e-government portal is the first of · Malaysia: Tani-Net. Utilizes ICTs to bring vital its kind in the Gulf region to offer government services agricultural information (such as prices and online. biotechnological information) and services to farmers in rural Malaysia and across the South Pacific. http://www.dubai.ae http://www.taninet.com Case-studies: Case-study and Reports: http://www.dfn.org/news/uae/e-gov.htm http://www.iicd.org/base/story_search_read?id=4363 http://news.bbc.co.uk/hi/sci/tech/newsid1628000/ 1628610.stm http://arkib.gov.my http://www.arabwideweb.com/english/channels/technolo · Malaysia: National Archives Homepage. gy/news/12.htm http://www.informingscience.com/articles/vol3/v3n4p207 -214.pdf 23 · Mexico: E-Government Procurement Portal INTERACT (Compranet). Putting government procurement procedures online. · Armenia: Online Forum. An online community maintained by the Armenian National Academy of http://www.compranet.gob.mx (In Spanish). Sciences designed to foster public awareness and · Namibia: Parliamentary web site. Allows citizens to dialogue on public policy issues. access and comment on pending legislation. http://www.forum.am http://parliament.gov.na/parliament/content.htm http://www.undp.am (UNDP Armenian web site) · Pakistan: Anti-Corruption Web site, State of Punjab. Case-study: Publishing the names and crimes of corrupt officials in http://www.undp.org/dpa/frontpagearchive/2002/january/ an effort to stop graft. 8jan02/index.html http://www.punjab.gov.pk.com · China: NGOs partner with ministries to assist in · Peru: Oficina Registral de Lima y Callao (ORLC). implementation of China's e-government strategy. Improving government services by making government http://www.acca21.org.cn/english/index.html records and documents available online. Case-study: http://www.orlc.gob.pe/ http://sdnhq.undp.org/it4dev/stories/china.html Ministry of Justice site: · India: The Central Vigilance Commission. Allows citizens http://www.minjust.gob.pe to file online complaints about corruption. Case-study: http://www.cvc.nic.in/vscvc/htm http://sdnhq.undp.org/it4dev/stories/peru.html Case-study: · South Africa: Johannesburg Environmental Web site. http://www1.worldbank.org/publicsector/egov/cvc_cs.htm Posts comprehensive environmental reports available to the general public. · Italy: Bologna City Portal. Encourages citizen participation at multiple levels including forums for http://wwwcsoe.co.za/csoe interactive discussion and links to civic groups. Case-study: http://www.comune.bologna.it/ http://www.iicd.org/base/show/_Ibd?=5&cat=x · Namibia: Parliament of Namibia web site. Allows · South Africa: The official portal for the South African citizens to obtain and comment on pending legislation. government. http://parliament.gov.na/parliament/content.htm http://www.gov.za · South Africa: Independent Electoral Commission. · United States: California Voter's Guide. An NGO site, Registering voters and accurately capturing election publishing information about elections and candidates. results and conveying the information in a fast, http://www.calvoter.org dependable manner. · Vietnam: Publishing information on licensing and http://www.elections.org.za investment, including necessary application forms. Case-studies: http://www.invest.mpi.gov.vn/ http://www.accenture.com/xd/xd.asp?it=enWeb&xd=serv Case-study: ices\microsoft\micr_saiec.xml http://www1.worldbank.org/publicsector/egov/vietnam2c http://www.cdt.org/egov/handbook/electionregister.shtml ities_cs.htm 24 · United Kingdom: The Hansard Society. NGO web site http://news.bbc.co.uk/hi/sci/tech/newsid-1628000/ that moderates policy discussion, the results of which are 1628610.stm sent to Members of Parliament for consideration. http://www.arabwideweb.com/english/channels/technolo http://www.democracyforum.org.uk/ gy/news/12.htm · United Kingdom: Electronic Voting in the United · Guatemala: SIAFSAG (Sistema Integrado de Kingdom. Reports on the results of experiments in voting Administración Financiera y Control or Integrated System online in several UK cities. for Financial Control and Administration). Computerized payment system that tracks government budgets and pays http://www.local-regions.dtlr.gov.uk/egov/index.htm workers and contractors. · United Kingdom: Citizen Space. A section of the British http://www.siafsag.gob.gt/ (in Spanish). Government's web portal allowing citizens to comment on government policy. · India: Gyandoot community-based Internet access. Entrepreneurs funded by the state use portable http://www.ukonline.gov.uk computers with wireless Internet connections to provide http://www.ukonline.gov.uk/CitizenSpace/CSHome/1,1037 rural villages access to government services. ,~801b22~fs~en,00.html http://gyandoot.nic.in Case-study: TRANSACT http://www1.worldbank.org/publicsector/egov/gyandootc s.htm · Brazil: Rede Govereno. Offers ATM-style kiosks that allows citizens to access government online portals and · India: VOICE (the Vijaywada Online Information services. Center). Making records of the Vijaywada Municipal Corporation accessible to the public via the Internet. http://www.redegoverno.gov.br Accessible information and services include property · Brazil: Citizen Service Centers in Bahia Province. details, land records, birth and death data, and Providing service kiosks in convenient locations like applications for certificates. shopping centers, allowing the public to transact Case-study: government business. http://www1.worldbank.org/publicsector/egov/voice_cs. Case-study: htm http://www1.worldbank.org/publicsector/egov/bahiaSAC. · India: Drishtee. Mobile, kiosk-based e-government for htm rural India. · Chile: Government E-Procurement System. http://www.drishtee.com http://www.compraschile.cl/Publico/entrada_publico.asp Case-study: Case-study: http://www.iicd.org/base/story_read?id=4956 http://www1.worldbank.org/publicsector/egov/eprocure ment_chile.htm · India: Computerized Interstate Checkpoints in Gujarat. Using ICT to automate highway toll and fine collection. · Costa Rica: SICERE. Provides instant billing for employment insurance and pension programs. Case-study: http://www1.worldbank.org/publicsector/egov/gujaratcs. http://www.info.ccss.sa.cr/sicere/scrind.htm (in htm Spanish). · Dubai: E-government portal. http://www.dubai.ae Case-studies and news reports: http://www.dfn.org/news/uae/e-gov.htm 25 · India: Land and Property Registration in Andhra · Vietnam: Using the Internet to offer one-stop shopping Pradesh. Internet-based system for registration and for businesses and investors seeking to obtain issuing of land records, eliminating the need for government licenses. middlemen who often demanded high fees or bribes to http://www.invest.mpi.gov.vn (Hanoi Ministry of Planning access government services. and Investing) and Case-study: http://www.http://www.hcminvest.gov.vn (Ho Chi Minh http://www1.worldbank.org/publicsector/egov/voice_cs. Department of Planning and Investment) htm Case-study: · India: The Bhoomi Project. Delivery of land titles online. http://www1.worldbank.org/publicsector/egov/vietnam2c ities_cs.htm http://www.revdept-01.kar.nic.in/Bhoomi/Home.htm · United Kingdom: Electronic Voting Report. Reviews Case-study: experiments in voting online in several UK cities. http://www1.worldbank.org/publicsector/egov/bhoomi_c s.htm http://www.local-regions.dtlr.gov.uk/egov/index.htm · Mauritius: Contributions/Tax Collections Network. Provides an automated tax submission network to foster Process Reform efficiency and trust. · Chile: Government E-Procurement System. Revamps Case-study: offline rules and regulations in order to establish an http://www1.worldbank.org/publicsector/egov/mauritius efficient online procurement system. CNPcs.htm http://www.compraschile.co/Publico/entrada_publico.asp · Mexico: E-Government Procurement Portal (Compranet). Transparent procurement procedures Case-study: online. http://www1.worldbank.org/publicsector/egov/eprocure ment_chile.htm http://www.compranet.gob.mx (In Spanish) · India: The Central Vigilance Commission Web site. · Phillipines: Pilot E-Procurement System. Transforming the way authorities deal with corruption. http://www.procurementservice.net/Default.Asp http://www.cvc.nic.in Case-study: Case-study: http://www1.worldbank.org/publicsector/egov/philippine http://www1.worldbank.org/publicsector/egov/cvc_cs.htm s_eproc.htm · India: Gyandoot community-based Internet project. · Philippines: Customs reform. Roving entrepreneurs funded by the state use portable Case-study: computers with wireless Internet connections to provide http://www1.worldbank.org/publicsector/egov/philippine rural villages with access to government services customscs.htm promoted by a crusading mayor as an anti-corruption measure. · South Korea: OPEN. Provides citizens with forms, instructions and other government documents online; http://gyandoot.nic.in allows citizens to track the progress of their applications Case-study: for government services online. http://www1.worldbank.org/publicsector/egov/gyandootc http://www.metropolis.org/Metropolis/gcities.nsf/AllDocs/ s.htm 5E3C2014AAF141124A256B570003757D?OpenDocument · India: Computerized Interstate Checkpoints in Gujarat. · Spain: Barcelona City Portal. An easy-to-use site leading Generating increased revenue by automating the highway users to tools that allow them to transact multiple toll and fine collection system. government services online. Case-study: http://www.bcn.es/ http://www1.worldbank.org/publicsector/egov/gujaratcs. htm 26 · India: The Bhoomi Project online delivery of land titles · South Korea: OPEN (Online Procedures Enhancement in Karnataka, India. Securing the cooperation of for Civil Applications) Allows citizens to download forms, stakeholders and overcoming the resistance of instructions and other government documents, as well as bureaucrats to ensure success of computerization track online the progress of their applications for projects. government services. http://www.revdept=01.kar.nic.in/Bhoomi/Home.htm http://www.metropolis.org/Metropolis/gcities.nsf/AllDocs/ 5E3C2014AAF141124A256B570003757D?OpenDocument Case-study: http://www1.worldbank.org/publicsector/egov/bhoomi_c s.htm. Strategic Investment · South Korea: OPEN. Giving citizens the ability to · India: Computerized Interstate Checkpoints in Gujarat. download forms, instructions and other government Generating increased revenue by automating the highway documents, as well as track online the progress of their toll and fine collection system. applications for government services (primarily Case-study: licensing). http://www1.worldbank.org/publicsector/egov/gujaratcs. http://www.metropolis.org/Metropolis/gcities.nsf/AllDocs/ htm 5E3C2014AAF141124A256B570003757D?OpenDocument · India: The Drishtee Project. Seeks to develop mobile, · Vietnam: Using the Internet to offer one-stop shopping kiosk-based e-government throughout rural India. for businesses and invesors seeking to obtain http://www.drishtee.com government licenses. Case-study: http://www.invest.mpi.gov.vn/ (Hanoi Ministry of Planning http://www.iicd.org/base/story_read?id=4956 and Investment) and http://www.hcminvest.gov.vn/ (Ho Chi Minh Department · Phillipines: Customs reform. Streamlining inspections of Planning and Investment). and payments required to clear customs. Case-study: Case-study: http://www1.worldbank.org/publicsector/egov/vietnam2c http://www1.worldbank.org/publicsector/egov/philippine ities_cs.htm customscs.htm · United Kingdom: Electronic voting report. Reviews Leadership experiments in voting online in several UK cities where investments were made in technology to boost voter · Colombia: E-Government Portal (Gobierno en Linea). turnout. Demonstrating how top leadership is critical in http://www.local-regions.dtlr.gov.uk/egov/index.htm developing e-government services web site. http://www.gobiernoenlinea.gov.co/home/0,1351,ES- COgl,00.html (in Spanish). Collaboration Case-study: · China: UN-sponsored NGOs partner with ministries to http://www1.worldbank.org/publicsector/egov/colombia assist in implementation of China's e-government portal_cs.htm strategy. · Estonia: The Tiger Leap Initiative. Mobilizing the http://www.acca21.org.cn/english/index.html bureaucracy with a unifying concept and Presidential Case-study: leadership. http://sdnhq.undp.org/it4dev/stories/china.html Case-study and report: http://www.sdnp.undp.org/it4dev/stories/estonia.html http://www.undp.ee/tigerleap/conclusion.html 27 · Estonia: The Tiger Leap Initiative. Collaborating with · Brazil: Project Rede Govereno. Allows citizens to use industry to wire schools and put the entire country ATM-style kiosks to access government online portals online. and services. Case-studies: http://www.redegoverno.gov.br http://www.sdnp.undp.org/it4dev/stories/estonia.html · Canada: Government portal. Considered one of the best in the world. http://www.undp.ee/tigerleap/conclusion.html http://www.canada.gc.ca · India: The Bhoomi Project. Delivering online land titles in Karnataka, India. · Namibia: Parliamentary interactive web site. Allows citizens to access and comment on pending legislation http://www.revdept-01.kar.nic.in/Bhoomi/Home.htm http://parliament.gov.na/parliament/content.htm Case-study: http://www1.worldbank.org/publicsector/egov/bhoomi_c · South Africa: Official government portal. s.htm http://www.gov.za · India: The Drishtee Project. Mobile, kiosk-based e- · United Kingdom: Citizen Space. Part of the British government service operated by private entreprenuers. government's web portal allowing citizens to comment http://www.drishtee.com on government policy. Case-study: http://www.ukonline.gov.uk http://www.iicd.org/base/story_read?id=4956 http://www.ukonline.gov.uk/CitizenSpace/CSHome/1,1037 · Kenya: AfriAfya. A public/private consortium using ,~801b22~fs~en,00.html information exchange to improve health care services to · United Kingdom: The Hansard Society. NGO web site the rural poor. that moderates policy discussion, the results of which are http://www.afriafya.org sent to Members of Parliament for consideration. Case-study: http://www.democracyforum.org.uk/ http://www.inasp.org.uk/health/hif-afriafya.html · United Kingdom: Electronic Voting report. Report on · Mauritius: Contributions/Tax Collections Network. the results of experiments in voting online in several UK Working with businesses to create an automated tax localities. submissions network. http://www.local-regions.dtlr.gov.uk/egov/index.htm Case-study: http://www1.worldbank.org/publicsector/egov/mauritius CNPcs.htm CHALLENGES AND OPPORTUNITIES: Civic Engagement · Armenia: Online forum. An online community Infrastructure Development maintained by the Armenian National Academy of Sciences designed to foster public awareness and · India: Drishtee Project. Mobile, kiosk-based e- dialogue on public policy issues. government throughout rural India http://www.forum.am (in Armenian). http://www.drishtee.com Case-study: Case-study: http://www.undp.org/dpa/frontpagearchive/2002/january/ http://www.iicd.org/base/story_read?id=4956 8jan02/index.html 28 · Jamaica: SDNP Jamaica project. Offers Internet access E-Literacy in local post offices, training postal employees to help the public utilize ICT services. · India: The Gyandoot project. Offers community-based Internet access from roving entrepreneurs funded by the http://www.jsdnp.org.jm state to provide access in rural villages. Case-study: http://gyandoot.nic.in http://www.sdnp.undp.org/stories/jamaica.html Case-study: · Kenya: AfriAfya. A consortium of the seven largest health http://www1.worldbank.org/publicsector/egov/gyandootc NGOs improving medical care using ICT. s.htm http://www.afriafya.org · Jamaica: SDNP Jamaica project. Putting Internet access in local post offices and libraries, while also training Case-study: employees to teach the public on how to use this new http://www.inasp.org.uk/health/hif-afriafya.html technology. · Malaysia: Tani-Net. Utilizes ICT to bring vital agricultural http://www.sdnp.undp.org/stories/jamaica.html information (such as prices and biotechnological information) and services to farmers in rural Malaysia and across the South Pacific. Accessibility http://www.taninet.com · United States: U.S. Government Accessibility Standards Case-study and article: under "Section 508" http://www.iicd.org/base/story_search_read?id=4363 http://www.section508.gov http://www.informingscience.com/articles/vol3/v3n4p207 -214.pdf Digital Divide · Estonia: The Tiger Leap Initiative. Uses public access Law and Public Policy centers and public/private cooperation to put the entire · Chile: Government E-Procurement System. Revamped country online. offline rules and regulations in order to establish an Case-studies: efficient online procurement system. http://www.sdnp.undp.org/it4dev/stories/estonia.html http://www.compraschile.cl/Publico/entrada_publico.asp http://www.undp.ee/tigerleap/conclusion.html Case-study: http://www1.worldbank.org/publicsector/egov/eprocure · India: The Drishtee Project. Offers mobile, kiosk-based ment_chile.htm e-government for rural India. · India: The Bhoomi Project. Online delivery of land titles http://www.iicd.org/base/story_read?id=4956 in Karnataka, India. · Jamaica: SDNP Jamaica project. Offering Internet access http://www.revdept-01.kar.nic.in/Bhoomi/Home.htm in local post offices and training postal employees to help the public use the technology. Case-study: http://www1.worldbank.org/publicsector/egov/bhoomi_c http://www.jsdnp.org.jm s.htm Case-study: · Palestine: The Election Register. Provided a modern and http://www.sdnp.undp.org/stories/jamaica.html efficient election registration and tabulation system utilizing ICT. Case-study: http://www.aceproject.org/main/english/et/ety02.htm 29 Trust Case-study: http://www1.worldbank.org/publicsector/egov/eprocure · International Telecommunication Union (ITU): ment_chile.htm World E-Trust Memorandum of Understanding. A basic framework for global e-services trust efforts. · India: Computerized Interstate Checkpoints in Gujarat. Using ICT to automate highway toll and fine collection. http://www.itu.int/ITU-D/e-strategy/MOU/world_e.html http://www1.worldbank.org/publicsector/egov/gujaratcs. htm Privacy · India: The Central Vigilance Commission Web site. · Canada: Privacy Impact Assessment, Ontario, Canada. An Publishes the names of government officials accused of online guide to fair information practices. corruption. http://www.gov.on.ca:80/MBS/english/fip/pia http://www.cvc.nic.in Case-study: Security http://www1.worldbank.org/publicsector/egov/cvc_cs.htm · ACE: Explores ICT applications in the electoral process, · Mexico: Compranet, Mexico's E-Government including security and reliability issues. Procurement Portal. http://www.aceproject.org/main/english/et/et.htm http://www.compranet.gob.mx · European Union: The eEurope initiative. Providing · Phillipines: Pilot E-Procurement System. Increasing cyber-security guidelines for public entities. transparency by an online procurement system. Case-study: http://www1.worldbank.org/publicsector/egov/philippine http://europa.eu.int/ISPO/eif/InternetPoliciesSite/Crime/C s_eproc.htm. rimeCommEN.html · South Korea: OPEN (Online Procedures Enhancement for Civil Applications). Gives citizens the ability to download forms, instructions and other government Transparency documents, as well as track online the progress of their · Chile: Government E-Procurement System. Posts online applications for government services (primarily results of government solicitations and performance of licensing). winning builders. http://www.metropolis.org/Metropolis/gcities.nsf/AllDocs/ http://www.compraschile.cl/Publico/entrada_publico.asp 5E3C2014AAF141124A256B570003757D?OpenDocument Case-study: http://www1.worldbank.org/publicsector/egov/chile.htm Interoperability · Costa Rica: SICERE. Provides instant billing for worker · Chile: Government E-Procurement System. and employer employment insurance and pension quotas. http://www.compraschile.cl/Publico/entrada_publico.asp http://www.info.ccss.sa.cr/sicere/scrind.htm (in Case-study: Spanish). http://www1.worldbank.org/publicsector/egov/eprocure ment_chile.htm · Guatemala: SIAFSAG or Sistema Integrado de Administración Financiera y Control (Integrated System · Hong Kong: Electronic Service Delivery(ESD). Adopting for Financial Control and Administration). Computerized a common Chinese language interface for message payment system that tracks government budgets exchange between the front-end ESD system and the accurately and pays workers and contractors on back-end systems. schedule. http://www.esd.gov.hk http://www.siafsag.gob.gt/ (In Spanish) 30 Case-study: Permanent Availability and Preservation http://www.e-envoy.gov.uk./publications/reports/ benchmarking/V2/interop_hkong.htm · Malaysia: National Archives. · United States: US CIO Council's Practical Guide to http://arkib.gov.my Federal Enterprise Architecture. A guide to · United States: National Archives and Records interoperability providing descriptions of how to map an Administration. enterprise life cycle, establish management structures, develop a sequencing plan including identifying gaps and http://www.nara.gov migrating systems, etc. Web site for the CIO Council's Guide Version 1.0: Education and Marketing http://www.gao.gov/bestpractices/bpeaguide.pdf · Dubai: E-government portal. Uses training and Web site for the US Government's E-Government Strategy: awareness programs to encourage people to use online http://www.whitehouse.gov/omb/inforeg/egovstrategy.pdf services. http://www.dubai.ae Records Management Case-study and news reports: · Egypt: Decision Support Systems and Strategic Public http://www.dfn.org/news/uae/e-gov.htm Sector Decision Making. Provides better information management. http://news.bbc.co.uk/hi/sci/tech/newsid-1628000/ 1628610.stm. Case-study: http://idpm.man.ac.uk/idpm/isps_wp3.htm http://www.arabwideweb.com/english/channels/technolo gy/news/12.htm · India: Land and Property Registration in Andhra Pradesh. Converted paper records to computers, · Estonia: The "Tiger Leap Initiative." Using Presidential allowing online registration. leadership and other steps to promote public awareness. Case-study: Case-studies: http://www1.worldbank.org/publicsector/egov/voice_cs. http://www.sdnp.undp.org/it4dev/stories/estonia.html htm http://www.undp.ee/tigerleap/conclusion.html · Lebanon: Placing government documents and academic research online. · Jamaica: SDNP Jamaica Project. Offering Internet access in the local post offices and training postal employees to http://www.sdnp.org.lb/ help the public use the technology. Case-study: http://www.jsdnp.org.jm http://www.sdnp.undp.org/stories/lebanon.html Case-study: · Peru: Oficina Registral de Lima y Callao (ORLC). Making http://www.sdnp.undp.org/stories/jamaica.html government records and documents available online. http://www.orlc.gob.pe/ Public/Private Competition/Collaboration Ministry of Justice: http://www.minjus.gob.pe/ · Honduras: SDNP Honduras ­ Civil Society Information System. Using email after natural disasters to open new Case-study: avenues of communication and aid during a crisis. http://sdnhq.undp.org/it4dev/stories/peru.html http://www.sdnhon.org.hn Case-study: http://www.sdnp.undp.org/stories/honduras.html 31 · India: The Gyandoot Project. Provides Internet access in Case-study: rural communities by partnering local entrepreneurs http://www.sdnp.undp.org/stories/jamaica.html with the government. http://www1.worldbank.org/publicsector/egov/gyandootc Cost Structures s.htm · Chile: Government E-Procurement System. Redesigning · Mauritius: Contributions/Tax Collections Network. offline rules and regulations in order to establish an Working with businesses to develop an automated tax efficient online procurement system. submission network. http://www.compraschile.cl/Publico/entrada_publico.asp Case-study: http://www1.worldbank.org/publicsector/egov/mauritius Case-study: CNPcs.htm http://www1.worldbank.org/publicsector/egov/eprocure ment_chile.htm Workforce Issues · India: Computerized Interstate Checkpoints in Gujarat, India. Generating increased revenue by automating the · Brazil: Citizen Service Centers, Bahia Province. Placing highway toll and fine collection system. service kiosks in convenient locations like shopping Case-study: centers, allowing the public to transact government http://www1.worldbank.org/publicsector/egov/gujaratcs. business with less hassle. htm Case-study: · India: Project VOICE (the Vijaywada Online Information http://www1.worldbank.org/publicsector/egov/bahiaSAC. Center). Online delivery of municipal services (in htm particular, tax collection) in Vijaywada, India. · India: Gyandoot community-based Internet project. Case-study: Entrepreneurs are funded by the state provide access in http://www1.worldbank.org/publicsector/egov/voice_cs. rural villages where services are sparse. htm http://gyandoot.nic.in Case-study: Benchmarking http://www1.worldbank.org/publicsector/egov/gyandootc s.htm · United Kingdom: 2001 E-government Progress Report from The National Audit Office. Measuring progress on · India: Project VOICE (the Vijaywada Online Information e-government initiatives in the United Kingdom. Center). Online delivery of municipal services (in particular, tax collection) in Vijaywada, India. Case-study: http://www.nao.gov.uk/pn/01-02/0102764.htm Case-study: http://www1.worldbank.org/publicsector/egov/voice_cs. htm REPORTS AND OTHER RESOURCES · India: Project Bhoomi, Karnataka, India. Online delivery · E-Government in the Asia Pacific Region, Asian of land titles. Development Bank, October 2001. http://www.revdept-01.kar.nic.in/Bhoomi/Home.htm http://www.adb.org/Documents/Papers/E_Government/ Case-study: egovernment.pdf http://www1.worldbank.org/publicsector/egov/bhoomi_c · E-Government: The Message to Politicians, Crossing s.htm Boundaries (Canada), October 2002. · Jamaica: SDNP Jamaica. Training postal employees to http://www.crossingboundaries.ca/site/reports/ help the public utilizing ICT. ktapublication_vol7e.pdf http://www.jsdnp.org.jm 32 · E-Government: The Municipal Experience, Crossing · A Best Practices Review: Local E-Government Services, Boundaries (Canada), October 2002. Wisconsin Legislative Audit Bureau (United States) December 2000. http://www.crossingboundaries.ca/site/reports/ktapublica tion_vol8e.pdf http://www.legis.state.wi.us/lab/Reports/01-0_E- GovFull.pdf · eGovernment for Development Information Exchange: Coordinated by the University of · Creating A Development Dynamic: Final Report of Manchester's Institute for Development Policy and the Digital Opportunity Initiative, sponsored by Management and moderated by Richard Heeks, Accenture, the Markle Foundation and UNDP, July 2001. categorizes e-government case studies according to http:/www.markle.org/news/pages/contents.html success or failure · Benchmarking E-Government: A Global Perspective - http://www.egov4dev.org/topic1cases2.htm Assessing the Progress of the UN Member States, a joint http://www.egov4dev.org/cases.htm report of the United Nations Division for Public Economics and Public Administration and the American · Global E-Government Report, Darrell M. West, Society for Public Administration. Brown University, September 2002. · E-Government: Considerations for Arab States. http://www.InsidePolitics.org/egovt02int.html (Available in Arabic), May 2001. · In the Service of Democracy: A Consultation Paper on a http://www.surf-as.org/Papers/papers.html Policy for Electronic Democracy, UK Online (UK), July 2002. · Putting Citizens Online, Not In Line, by McKinsey & Co., on the goals of e-government. http://www.edemocracy.gov.uk/downloads/ e-Democracy.pdf http://www.mckinseyquarterly.com/articlce_page.asp?ar- 1020&L2=33&L3=94 · Information Technology Research, Innovation, and E- Government, National Academy of Sciences (US), 2002. · Balanced E-Government: Connecting Efficient Administration and Responsive Democracy, a joint http://www7.nationalacademies.org/cstb/ project between the Bertelsmann Foundation and Booz pub_egovernment.html (Outline and order info) Allen Hamilton, March 2002. · The Roadmap for E-Government in the http://www.begix.de/en/studie/ Developing World, The Pacific Council on International Policy, April 2002. · E-Governance for Development: A Framework for National Donor Action, by Richard Heeks (United http://www.pacificcouncil.org/pdfs/e-gov.paper.f.pdf Kingdom), 2001. · The Information Society and the City, a survey of e- http://idpm.man.ac.uk/idpm/igov11abs.htm government in selected cities around the world, Metropolis.org. · Working Papers, evaluating web sites of Central American governments, by Katherine Reilly, March 2002. · 2001 E-government Progress Report, The National Audit Office (United Kingdom), April 25, 2002. http://katherine.reilly.net/e-governance/reports.html http://www.nao.gov.uk/pn/01-02/0102764.htm · E-Democracy in Tanzania, a research paper by Marcus Planmo. · International Benchmarking Report: Case Studies of E- Government Services, Interoperability and Data http://www.cdt.org/egov/handbook/tanzania.pdf Standards, by the government Office of the E-Envoy · Analysis of E-Government Services in Texas - (United Kingdom), July 2000. TexasOnline and Other State-Level Planning and http://www.e-envoy.gov.uk/oee/oee.nsf/sections/reports- Implementation Best Practices, by Charmane Hayman. top/$file/int_comparisons.htm http://www.cdt.org/egov/handbook/texas.pdf 33 1634 Eye Street NW Suite 1100 Washington, DC 20006 tel 202-637-9800 fax 202-637-0968 www.cdt.org