Political Changes • Loss of referential
• Scarcity of resources
• Distrust
• Paradoxes: openness vs. control
Society Changes • Generation "C" onnected / “D" isbeliever
• Individualistic but able to spread revolution
• Creative and Multi-tasking
• Technological
Technological Changes • Social Media
• Mobile / Wireless
• Cloud Computing
• Interoperability / Open Data
The world today….
The challenges for governments in
a changing world
• The world is becoming more complex
and uncertain
• An eco-system environment more
complex and fast-moving than ever
• Globalization
• Digital connectivity
• Accelerated consumption
• Disparate prosperity
• Ecological decline
• Resource scarcity
• Lack of global governance continues
ICT & e-Government
supporting
transformation in
Government
Governments follow their path, take advantage of some ideas
and sometimes, change …
How Governments face the technological
developments
Unlike business, governments almost never can
begin to build something from scratch.
Innovation, rationalization, are much harder to
implement
Although Public Sector can change, rarely
transform themselves
Push e-Government to "fit" into existing
structures and processes, can produce an
electronic "new look" but don’t take advantage of
the transformational power of ICT - despite being (Public Administrations) the larger ICT consumers
in the world -
Side effects
Advances and setbacks in the public policies that to
succeed needs TIME
Source: The Art of Public Strategy, Geoff Mulgan, 2009
Remembering the famous Gartner’s Hype Cycle
for e-Government
Modified Gartner e-Government Hype Cycle.
http://blogs.iq.harvard.edu/netgov/2007/02/cross_boundary_collaboration_and_egovernment.html
2000-2010
6 billion Eurosspent in ICT by
Member States UE
Where do we stand today in eGovernment
• Provision of services from a supplier
perspective, despite recently there has been a
shift towards a more consumer demand driven
policy and greater emphasis on citizen usage.
• The current situation is characterized by a
substantial gap between e-government supply
and demand, and generally low levels of e-
service take-up
United Nations E-Government
Survey 2012
“E-Government for the
People”
Where do we stand today in eGovernment
OECD : Take-up of on-line services
Source: “User Take-Up of e-Government Services”, OECD, June 2008
The secret of
Intrigue, Surprise, Delight, Upgrade
• Careful segmentation and focus on
students, educators and creative
professionals
• Lifestyle experience “what do you
want to do?”
• Style & design
- Usability in Government
websites, simply don’t exist
- Poor technical design
- Bad search engines
Take-up of online services
- citizen-centricity and focus
on user needs
- Segmentation and group the
services around citizens’ needs
and situations based on a life-
event or themed approach
- Good Technical design
Problems
Re-inventing e-Government
01: Create a citizen-centered culture
02: Create an actionable,
citizen-centric strategy
03: Improve “findability”
04: Follow a user-centered design
process
Source image: http://docs.oasis-open.org/tgf/TGF-Primer/v1.0/cnprd01/TGF-Primer-v1.0-cnprd01.html;
The Portuguese Strategy for Public Sector
Modernization
EffectivenessEfficiency
Public Value
- Redesign of organizational structure
- Shared Services / National e-Procurement
- Rationalization of internal ICT
- Performance & Management Indicators
- Multi-channel delivery of services
- Simplex (administrative simplification of
processes)
- ICT Key-Enablers: Interoperability & e-ID
- Performance & Management Indicators
- Better Service
- Better quality of life
- Social Cohesion
- Equal Opportunities
e-Government Strategy
Integration of electronic services with
administrative simplification in a
multichannel format
Citizen-centric Strategy
SOA + SIMPLEX + eID + Governance
Multi-channel Strategy - Face 2 Face
CITIZEN SHOPS
100.000.000 attendances
34 Citizens Shop
15 entities public & private
Including “Integrated services “organized
by live event:
- I lost my Wallet
- Senior
- Multiservice
- Municipalities
Life Cycle for enterprises -100% services online
100.500 Enterprises created in
300 « face2face » One-Stop-
Shop
16.000 Enterprises created
online
Enterprise Portal
Citizen Portal
• 683 online services from 125
public entities
www,portaldaempresa.pt
www.portaldocidadao.pt
Multi-channel Strategy - Internet
• Life event organization
6.801.529 Citizen Cards delivered
- 33% with digital signature activated
- 70 online services aunthenticated with CC
Multi-channel Strategy – Key Enablers
Citizen Card
www.cartaodecidadao.pt
Interoperability Framework
Technological Platform SOA
- 242.108.700 messages / 9 entities
Semantic & Organizational Framework
- Rules & Standards
- ICT Public Administration Networkwww.iap.gov.pt
Multi-channel Strategy
Simplification / Sharing / Open Data / Financing
Simplex Program UE Funds for Simplification Program
Knowledge Network – Best Practices Open Data
Governance: who take cares of
what
• A difficult mix:
strategy & operation
• CIO RoleEx. USA
The CIO is charged with establishing a government-wide
enterprise architecture that ensures system interoperability,
information-sharing, and maintains effective information
security and privacy controls across the Federal Government
• Political Role Ex. Hungary – Mr. Gábor Fekete (Deputy Secretary of State
Portugal – Mr. Feliciano Barreiras Duarte (Secretary of State)
UK – Mr. Francis Maude (Minister for the Cabinet Office)
Consulting and change management
Web development, mobile and
software
Equipment and biometrics solutions,
e-ID and surveillance
Platform and services e-
procurement
Related with this subject…
it’s a good moment to present the Cluster iGov2U
that I represent
e-ID documents and electronic
certification
Portuguese
Cluster of
Enterprises
Help
Governments to
achieve there
goals in
e-Government
projects
Thinking Citizen all the time
- Capacity of ADAPTATION in a changing world
- Add VALUE to the provision of service
- Create a RELIABLE relation with users
- Ability of INNOVATION and CREATIVITY
- Create new internal SKILLS
Innovation in Government for all
Edifício Atrium Saldanha
Praça Duque de Saldanha, 1 - 6º
1050-094 Lisboa, Portugal
Anabela Pedroso
Mobil: (+) 351 91 7057860