digital transformation of public administration in the uk: lessons from the past and future...

Digital transformation of Public Administration in the UK: lessons from the past and future trajectories

Vishanth Weerakkody

Professor of Digital Government

BRUNEL UNIVERSITY, UK

Editor-in-Chief: International Journal of Electronic Government Research

• Brunel University is a research led university • Well-established reputation for international research excellence • Three research institutes and three colleges 15,000+ students• Has secured over 50 European Commission funded R&D

contracts over the last 5 years• Coordinated over 15 European Commission Funded R&D projects

• In the last three years has secured more than £60 million in

European and over £50 million in national R&D funding

Innovation in the UK Public Sector Through Digital Government

1997 to 2015: Past, Present and Future

Brunel University London 4

Brunel University London


Chart heading

What is Digital Government ?

… It’s NOT about technology

…. It is about electronic service delivery (ESD)

Using new technology to develop better, more accessible citizen focused services

Focus on the community, not the technology


What is Digital Government

It is about:

building services around needs of the citizen improving service responsiveness and quality Improving trust in government Improving accessibility of services Improving availability of services Improving customer / citizen satisfaction Adding value to service delivery Reducing service errors change management; continuous improvement; business

transformation for the whole government; technology supporting these objectives


10

The Evolution of Digital Government (UK)

Electronic Government

Transforming Government

Transforming Governance

Electronic Governance? 202x

2015

2007

1997


Using Digital to Transform Government

Cataloguing Information

Transactional Services

Joined-up Govt.


Example of some digital government stage models in literature

Gartner(2000)

Layne and Lee(2001)

Hiller and Belanger

(2001)

UN(2002)

Siau and Long(2005)

Lashree and Marthandan

(2010)

Presence Cataloguing Information

Emerging presence

Web presence Web presenceEnhanced presence

Interaction

Transaction

Tow way communication

Interactive presence

Interaction Interaction

Transaction TransactionTransactional

presenceTransaction Transaction

Transformation

Vertical Integration

Integration

Seamless or fully

integrated presence

Transformation Transformation

Horizontal Integration

E-democracy E-society

Digital Government Stage Models


Principles and Boundaries of Digital Government

Sub-categories of Digital Government

5

Types of e-Government

Government-to-

Government (G2G)

Government-to-Citizen (G2C)

Government-to-

Business (G2B)

Government-to-

Employees (G2E)

- Government information and services for other Government entities.- Focusing on: Communication, coordination, standardisation of information and services.- Defined as e-Administration.

- Government information and services for citizens.- Focusing on: Communication,transparency, accountability, effectiveness, efficiency, standardisation of information and services, productivity.- Defined as e-Government.

- Government information and services for different business entities (private & public).- Focusing on: Communication, collaboration and commerce.- Defined as e-Government, e-Commerce, e-Collaboration.

- Government information and services for government employees.- Focusing on: Communication,transparency, accountability, effectiveness, efficiency, standardisation of information and services, productivity.- Defined as e-Government.

Source: Yildis, M. (2007). E-government research: Reviewing the literature, limitations, and ways forward, Government Information Quarterly, 24(3), 646-665.


Digital Transformation of Government: 3C’s

Communication

Collaboration

Coordination

Informing the Citizens

Interacting with the Citizen

Engaging the Citizen

Basic Information

Transactional Services

Transformational Services

Towards joined-up or one-stop government


Big spending on e-Government in the United Kingdom in the recent past … is it set to continue?

UK public sector spending in 2007/2008 (peak period for e-government) reached £586.35 billion with the department of work and pension and department of health receiving £138 billion and £108 billion, respectively.

e-Government continued to focus on e-Services (delivery) with spending of £180 per household.

Financially tangible savings came from internal re-organisation, online procurement and citizen relationship management.

Local authorities were expected to start recouping (saving) investments from e-Government initiatives after 2012; but is it about return on investment or citizen satisfaction?

Source: Accenture 2004 e-Government Leadership: High Performance, Maximum Value

Principles and Boundaries of Digital Government


16

Dissemination Channels for the UK.

Interactive Digital TV subscription based

Cable Satellite - Sky

Freeview

Online

Mobile Phones

Sky customer base reached 9.77million by March 2010 and over 10.5 million now77% of UK population had Freeview services since 201029,160,317 visits to all Directgov websites in 2010 (NOW GOV.UK)Mobile phone penetration reached 84% of the UK’s adult population in 2009 and 92% in 2014.

The UK Experience: Multi-Channel Approach to Digital Government


Academic Research So Far: Classification Digital Government Benefits

Classification of e-Government Benefits

Efficiency and Cost Reduction

Accountability and Transparency

Citizen Centric FocusAccessibility and

Availability

Economic Development


Academic Research So Far: Classification of Implementation Challenges

13

Challenges Of E-Government Implementation

Technological Aspects

Power Distribution

Citizen Centric Focus

IS Strategy Alignment

Organisation Future Needs

Awareness

Organisational Culture

Prioritisation Of Deliverables

Legal and Regulation issues

Leadership

Funding

Organisation Structure

Government Support

IT Standards

Security and Privacy

System Integration

Digital Divide

E-government Portal and Access

Employee's Training

Organisational Aspects

Political Aspects Social Aspects


Digital Enabled Transformation : Challenges Faced in the UK Public Sector (Empirical Research Lessons from the Past)

Avoid focusing on automating / web-enabling inefficient customer facing manual processesEmphasis on the use of ICT for improved service delivery in local government, but councils were avoiding process management / improvement issuesFragmented approach to new ICT implementation in local government Needed a more holistic change management approach in local government Lack of training further compounded by negative employee attitude Cross-agency business process and information systems integration and communication problems hindering the effective delivery of e-services Inbuilt process deficiencies in government agencies further compounding the integration and data flow issues


Theories Used for Studying Implementation

Institutional Theory

Change Theories

Business Process

Reengineering


What About Digital Government Adoption?

Almost two decades into E-Government and adoption and diffusion remain the biggest problem for governments

E-Inclusion (digital inclusion) has been recognised as one of the most important strategic priorities for the present UK government


E-Inclusion

Digital Divide

Social Cohesion

Social Exclusion

Background: e-inclusion concepts and fundamental


17%23%20%

GAP 1GAP 2GAP 3

Level of e-Inclusion gaps in the UK


Conceptualizing e-Inclusion

Demographic Dimensions

Economic Dimensions

Social Dimensions

Culture Dimensions

Political Dimensions

Infrastructure Dimensions

E-i

ncl

usi

on

D

imen

sio

ns


Strategies to Promote e-Inclusion in Europe 1999-

3

YEAR SOURCE STRATEGIES

1999European policy

documentseEurope: the objective of the eEurope initiative is to bring everyone in Europe online as quickly as possible

2000The European Council

meetingLisbon

Set the goal of the European Union’s becoming a more competitive and dynamic knowledge based economy in the world, capable of sustainable economic growth with more and better jobs and greater social cohesion.

2001The European Council

meetingNice

Specific criteria were set out together with a requirement that each Member State produce a biennial national action plan on social inclusion.

2002 eEurope eEurope sets a number of targets on e-accessibility

2003Symposium on e-

InclusionMinisters discussed ways to make the Information Society open, inclusive and accessible to all European citizens.

2005 eEurope E-Inclusion was one of the key priorities of the eEurope action plan.

2005 European Commission EC lunched its i2010 strategy; the key objective was promoting an inclusive European information society

2006 European CommissionMember States should coordinate their policies for combating poverty and socialexclusion. Their National Action Plans should set out concrete steps to improveaccess to ICT and the opportunities new technologies can provide

2007 European CommissionThe European Commission launched its i2010 initiative to raise political awarenesson e-Inclusion, encourage replication of e-Inclusion success stories throughout theEU, and pave the way for future actions

2010 European Commission

EC lunched a new Europe 2020 strategy with the baseline, “A strategy for smart,sustainable and inclusive growth, focusing on developing an economy based onknowledge and innovation and promoting a more resource-efficient, greener, and more competitive economy”


Theory of Reasoned

Action

The

orie

s U

sed

for

Stu

dyin

g A

dopt

ion

and

Incl

usio

n

Technology Acceptance

Model

Unified Theory of

Acceptance and Use of Technology

Diffusion of Innovation

Theory of Planned Behaviour

Motivation Model

Social Cognitive Theory

Brunel University London Presentation Title 27

What about e-Participation


Examples from the Past Engaging the Citizens

E-Participation: The Key to E-Government Success…?What Does This Mean

?


E-Participation: The Key to E-Government Success…

Engaging the Citizens


Examples from the Past

E-Participation: The Key to E-Government Success…

Graffiti Removed Wall Repaired


Examples from the Past: More Good Practice


32

Evaluating E-Government Service Delivery against Adoption

Public Agencies

Service Delivery

Accessibility

Efficiency

Availability

Citizens

Service Adoption

Trust

Privacy

Confidence

TransparencyQuality

Value Added

CRMLegal & Regulatory

Digital transformation of Public Administration in the UK: Future Directions

Priority areas for European research in Digital Government

Future Directions – Open Statecraft and Government as a Platform


Priority Areas for Digital Government Research in Europe

Engaging Citizens in the policy

making process

Increase trust through

transparency

Collection of feedback to continuously

improve governance

Intelligent and optimised use of

vast public sector resources

including Big Data

Use cooperation platforms,

optimisation and visualisation

tools

Digital GOV

Participation and Co-Creation

Policy Modelling

Governance

Moving Ahead

OPEN GOVERNMENT?


Connected “Statecraft”

What is Open Government and How do you realise it?

Connectivity + Governance + Collaboration

http://www.cabinetoffice.gov.uk/content/constitutional-reform-useful-links


But not as we know it ……


Statecraft The skilful management of state affairs; but ….. “issues of statecraft require great deliberation”

“We are running the 21st Century using 20th Century systems on top of 19th Century political structures…..”

John Pollock, contributing editor MIT technology Review


Big Government

Big Society

Control Shift – seeking to redefine the relationship between Government, Citizen and Public Services :-


Localism

Welfare Reform

Open Public Services

Civil Service Reform

Shared Services

Transparency and Openness

Efficiency and Reform – using technology to redefine public service infrastructure and delivery via initiatives such as:-


Reconnected State – establishing a new digital relationship between Government and the Citizen comprising:-

Digital by Default (Gov.UK)

Exemplar Services

Assisted Digital

Identity Assurance

Digital Inclusion

HMG Technology Code of Practice


Emerging Opportunities - Data Science … is a critical tool in helping to manage the disruption and complexity.


Emerging Opportunities (UK) - Government as a Platform (GAAP) potentially harnessing the common building blocks of software, hardware and processes developed by GDS and off-the-shelf solutions


43

Emerging Opportunities - Open Government providing new opportunities for engagement, co-design, participation and policy making

https://www.youtube.com/watch?v=ZzPU6Pdw05s#t=11




Government as a Platform


DIRECT.GOV: The UK Government Platform

Percentages of visits to GOV.UK from computer, mobile and tablet

Since 1 January 2014, 63% of visits to GOV.UK have come from a computer, 23% from a mobile and 14% from a tablet. In January 2013 it was 77% computer, 15% mobile and 9% tablet.

https://www.gov.uk/performance/site-activity





Warnings Moving Ahead

Communications glitches mar voter registration changesThe LeaderPublished: Monday, August 4, 2014 - 06:38 GMT

Millions of voters are missing: It’s another #GovtDigiShamblesBy: The Register

UK.gov crackpots: Let's build vapourware-based sharing economy CITIESThe Register

Online farm payment system abandoned after 'performance problems‘BBC News


Connectivity – the map of the digital nation shows the complexity and the gap that has to be bridged.


Governance – a variety of approaches are emerging.


“Open Statecraft” that recognises the inter-play between Governance, Connectivity and Collaboration

State house > Round house


Collaboration by Default - “State-crafters” have to look at developing new conceptual frameworks for supporting collaborative working


Focusing on Public Value – seeking to expand civic and public value to support the delivery of common good outcomes


Open Policy Making - modelling and encouraging the wider public participation in decision making and open policy design.

Co-production of public services means the public sector and citizens making better use of each other’s assets and resources to achieve better outcomes and improved efficiency

Civil Participation …in today’s internet-enabled networked society … we clearly see that the number of channels, the quantity of information and, ultimately, the power balance between government & citizens has changed significantly..

Vishanth Weerakkody

Professor of Digital Government

BRUNEL UNIVERSITY, UK

[email protected]

CEES

LEARNER

digital transformation of public administration in the uk: lessons from the past and future...

Documents

government technology

government entities

government governme

technology slide

future slide

dig ital government

availability of services

accessibility of services