e-government among american local governments: adoption, impacts, barriers and lessons learned...
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E-Government among E-Government among American Local GovernmentsAmerican Local Governments : :
Adoption, Impacts, Barriers and Lessons Learned
Donald F. Norris , Professor and ChairDepartment of Public Policy andDirector, Maryland Institute for Policy Analysis & ResearchUniversity of Maryland, Baltimore County
Today, e-government is ubiquitous.
Donald F. Norris , Professor and ChairDepartment of Public Policy andDirector, Maryland Institute for Policy Analysis & ResearchUniversity of Maryland, Baltimore County
Great optimism about
e-government’s impacts.
Donald F. Norris , Professor and ChairDepartment of Public Policy andDirector, Maryland Institute for Policy Analysis & ResearchUniversity of Maryland, Baltimore County
Step 1Step 2Step 3Step 4Step 5Step 6Baum & Di Maio (2000)
PresenceInteractionTransactionTransformation
Hiller & Belanger (2001)
Information dissemination
Two-way communication
IntegrationTransactionParticipation
Layne & Lee(2001)
CatalogueTransactionVertical Integration
Horizontal Integration
Ronaghan(2001)
Emerging presence
Enhanced presence
InteractiveTransactional government
Seamless
Wescott(2001)
Email & Internal network
Enable inter-org. & public access to information
Two-way communication
Exchange of value
Digital democracy
Joined up government
The E- Government Models
Source: Coursey and Norris, 2008.
Donald F. Norris , Professor and ChairDepartment of Public Policy andDirector, Maryland Institute for Policy Analysis & ResearchUniversity of Maryland, Baltimore County
Has e-government achieved the potential claimed by
the models?
Donald F. Norris , Professor and ChairDepartment of Public Policy andDirector, Maryland Institute for Policy Analysis & ResearchUniversity of Maryland, Baltimore County
This Presentation
How e-government has actually evolved
E-government impacts
E-government barriers
Overcoming barriers
Lessons from the American local e-government experience
Donald F. Norris , Professor and ChairDepartment of Public Policy andDirector, Maryland Institute for Policy Analysis & ResearchUniversity of Maryland, Baltimore County
Why study e-government among U.S. local governments?
A very large number
Most (nearly all) have websites
Local government is closest to the people
Huge spending on e-government
Donald F. Norris , Professor and ChairDepartment of Public Policy andDirector, Maryland Institute for Policy Analysis & ResearchUniversity of Maryland, Baltimore County
The Data
Three nationwide surveys
Nationwide focus groups
Donald F. Norris , Professor and ChairDepartment of Public Policy andDirector, Maryland Institute for Policy Analysis & ResearchUniversity of Maryland, Baltimore County
Donald F. Norris , Professor and ChairDepartment of Public Policy andDirector, Maryland Institute for Policy Analysis & ResearchUniversity of Maryland, Baltimore County
Survey Year200020022004
2002 Census
Population Group
Over 1,000,0000.80.80.60.7
500,000-1,000,0001.01.10.91.6
250,000-499,9993.02.72.72.9
100,000-249,9998.29.69.310.8
50,000-99,99913.714.314.315.6
25,000-49,99922.923.723.323.0
10,000-24,99948.946.047.744.0
5,000-9,9991.21.41.21.1
2,500-4,9990.10.50.10.2
Geographic Region
Northeast16.318.316.6
North-Central27.628.828.1
South32.931.933.2
West23.321.022.2
Representativeness of E-Government Surveys - % of Responses
(continued)
Donald F. Norris , Professor and ChairDepartment of Public Policy andDirector, Maryland Institute for Policy Analysis & ResearchUniversity of Maryland, Baltimore County
Source: Coursey and Norris, 2008
Representativeness of E-Government Surveys - % of Responses (continued)
Survey Year200020022004
2002 Census
Metro Status
Central19.521.022.8
Suburban53.954.752.5
Independent26.624.424.6
Form of Government
City
Mayor-Council28.418.521.719.2
Council-Manager45.356.354.255.3
Other 5.63.74.03.9
County
Council-Administrator9.010.68.99.9
Council-Elected Executive
11.611.110.811.6
Donald F. Norris , Professor and ChairDepartment of Public Policy andDirector, Maryland Institute for Policy Analysis & ResearchUniversity of Maryland, Baltimore County
Focus Group Governments
NameGov. TypeNameGov. Type
Albuquerque, NMCityMilwaukee, WICity
Bellevue, WACityMinnehaha County, SDCounty
Boise, IDCityMobileCity
Boston. MACityMontgomery County, MDCounty
Broward County, FLCountyNashville, TNCity/County
Buffalo, NYCityPhiladelphia, PACity
Charlotte, NCCityPhoenix, AZCity
Colorado Springs, COCityPlano, TXCity
Dauphin County, PACountyPortland, MECity
Denver, COCity/CountyProvo, UTCity
Des Moines, IACityRoanoke, VACity
Fairfax County, VACountySan Diego County, CACounty
Hamilton County, OHCountySan Francisco, CACity/County
Indianapolis, INCity/CountySeattle, WACity
Kansas City, MOCitySedgwick County, KSCounty
Lane County, ORCountyStamford, CTCity
Lincoln, NECityTampa, FLCity
Manchester, NHCityWestchester County, NYCounty
Middlesex County, NJCountyTotal37
Source: Norris 2005
Are these data still valid?
Consistent trends
No studies that refute
Lessons from literature on IT and government
) Dauzieger & Andersen, 2002; Kraemer & King, 2006(
Donald F. Norris , Professor and ChairDepartment of Public Policy andDirector, Maryland Institute for Policy Analysis & ResearchUniversity of Maryland, Baltimore County
Survey Data
E-government in practice:
Information & services, not transformation.
Donald F. Norris , Professor and ChairDepartment of Public Policy andDirector, Maryland Institute for Policy Analysis & ResearchUniversity of Maryland, Baltimore County
Donald F. Norris , Professor and ChairDepartment of Public Policy andDirector, Maryland Institute for Policy Analysis & ResearchUniversity of Maryland, Baltimore County
Online Service Adoption
200020022004
%N%N%N
Financial Transactions
Tax payments4.9576.611513.4220
Utility payments3.7436.110513.7224
Fee and fine payments5.1595.69811.1183
Non-Financial Transactions
Permit applications7.08111.420213.1218
Business licenses and renewals4.9565.81018.1133
Government record requests20.623732.357731.4524
Recreational program registration10.412015.827422.6370
Service requests24.828633.358935.1588
Voter registration4.1472.4413.351
Property registration1.7203.3453.961
(continued)
Donald F. Norris , Professor and ChairDepartment of Public Policy andDirector, Maryland Institute for Policy Analysis & ResearchUniversity of Maryland, Baltimore County
Online Service Adoption (continued)
200020022004
%N%N%N
Non-Transactional / Informational
Government record delivery----21.337222.1363
Download forms for manual completion----65.71,06771.81,203
Communicate with government officials----76.01,27674.11,215
GIS, interactive maps16.0184----39.2639
Council agendas and minutes--------87.41,489
Codes and ordinances--------78.11,307
Emailed newsletter to residents--------32.9531
Streaming video--------13.9221
Employment information, applications --------77.71,305Source: Coursey and Norris, 2008. The data here are from governments that responded to all three surveys .
Survey Data
E-government impacts
Few governments report impacts
Predicted positive impacts not observed
Donald F. Norris , Professor and ChairDepartment of Public Policy andDirector, Maryland Institute for Policy Analysis & ResearchUniversity of Maryland, Baltimore County
Donald F. Norris , Professor and ChairDepartment of Public Policy andDirector, Maryland Institute for Policy Analysis & ResearchUniversity of Maryland, Baltimore County
Impacts
200020022004
%N%N%N
Cost Impacts
Reduced number of staff0.7111.3242.646
Increased non-tax revenues0.6100.9161.324
Reduced administrative costs5.0787.914810.9195
Non-Cost Impacts
Reduced time demands on staff8.212917.132025.0447
Increased demands on staff21.133233.062027.6494
Re-engineered business processes17.527524.145325.3453
Business process more efficient13.320919.636823.5420
Increased citizen contact with elected and appointed officials
----38.071235.8641
Improved communication to public--------59.61,068
Improved customer service--------52.8945
Source: Coursey and Norris, 2008. The data here are from governments that responded to all three surveys .
Survey Data
Barriers
Donald F. Norris , Professor and ChairDepartment of Public Policy andDirector, Maryland Institute for Policy Analysis & ResearchUniversity of Maryland, Baltimore County
Donald F. Norris , Professor and ChairDepartment of Public Policy andDirector, Maryland Institute for Policy Analysis & ResearchUniversity of Maryland, Baltimore County
Barriers to E-Government
200020022004
%N%N%N
Technical Capabilities
Lack of technology / Web staff58.191356.9106753.0950
Lack of technology / Web expertise40.062936.468231.4563
Lack of information on e-gov applications24.939116.230412.7228
Web site does not accept credit cards--------27.9499
Bandwidth issues-------- 8.2146
Need to upgrade PCs, networks29.546326.048720.5367
Political and Organizational
Lack of support from elected officials10.616710.920510.7192
Lack of collaboration among departments----17.432716.9302
Staff resistance to change----15.128417.0304
Resident resistance to change-------- 4.6 82
Lack of business/resident interest or demand--------22.8408
(continued)
Donald F. Norris , Professor and ChairDepartment of Public Policy andDirector, Maryland Institute for Policy Analysis & ResearchUniversity of Maryland, Baltimore County
Barriers to E-Government (continued)
200020022004
%N%N%N
Legal
Issues related to convenience fees for online transactions
25.039330.958031.8570
Privacy issues25.139533.562828.6513
Security issues38.360242.479537.4669
Financial
Difficulty justifying return on investment----33.462732.5582
Lack of financial resources48.275753.3 100057.41028
Source: Coursey and Norris, 2008.
Focus Groups
Why adopt e-government?
Services and information
E & E
Citizen contact
Donald F. Norris , Professor and ChairDepartment of Public Policy andDirector, Maryland Institute for Policy Analysis & ResearchUniversity of Maryland, Baltimore County
Donald F. Norris , Professor and ChairDepartment of Public Policy andDirector, Maryland Institute for Policy Analysis & ResearchUniversity of Maryland, Baltimore County
Reasons for E-Government(Number of responses – not number of respondents)
ResponsesTotal
Information and Services25
(Information)(15)
(Services)(10)
Efficiency, economy and related13
Citizen contact, access, oriented, centric10
Demand Total7
(Elected officials demanded)(2)
(Citizens, businesses demanded)(2)
(Perceived expectations/demand)(3)
IT department led or pushed7
Economic development, tourism, advertising the city or county6
“Keeping up with the Joneses”6
Other9
Total reasons given83
Source: Norris, 2005
Focus GroupsE-government impacts
Increased contact Met or exceeded expectationsBPRIncreased workloadsAdded costsChanged role of staffIncreased work for staff
Donald F. Norris , Professor and ChairDepartment of Public Policy andDirector, Maryland Institute for Policy Analysis & ResearchUniversity of Maryland, Baltimore County
Donald F. Norris , Professor and ChairDepartment of Public Policy andDirector, Maryland Institute for Policy Analysis & ResearchUniversity of Maryland, Baltimore County
E-Government Impacts (Focus Group Data)
Number
Increased work for IT staff29
Decreased work for IT staff4
Increased work for staff in departments6
Decreased work for staff in departments18
Reduced number of IT staff4
Reduced number of staff in departments 9
Changed role of IT staff27
Changed role of staff in departments27
Increased time/work demands of IT staff26
Increased time/work demands of staff in departments13
Decreased time/work demands of IT staff3
Decreased time/work demands of staff in departments13
Produced new revenues15
Added costs (IT)28
Added costs (departments)17
Increased citizen contact with local government (departments, activities, officials)33
Met or exceeded initial expectations31
Business process reengineering is occurring30
Business process are more efficient26
Focus GroupsBarriers
PrivacyLack of cooperationConvenience feesSecurityResistance to change) $ $ $lack of(!
Donald F. Norris , Professor and ChairDepartment of Public Policy andDirector, Maryland Institute for Policy Analysis & ResearchUniversity of Maryland, Baltimore County
Donald F. Norris , Professor and ChairDepartment of Public Policy andDirector, Maryland Institute for Policy Analysis & ResearchUniversity of Maryland, Baltimore County
Barriers to E-Government
Number
Lack of technology/web staff8
Lack of technology/web expertise5
Lack of information about e-government applications0
Lack of support from elected officials5
Lack of support from top management officials3
Issues around use of convenience/user fees20
Lack of cooperation among departments23
Difficulty justifying return on investment7
Privacy issues24
Security issues19
Lack of funding16
Need to upgrade existing IT technology/infrastructure4
Staff resistance to change18
Conclusions and Lessons
Donald F. Norris , Professor and ChairDepartment of Public Policy andDirector, Maryland Institute for Policy Analysis & ResearchUniversity of Maryland, Baltimore County
Conclusion:
The models were wrong
Not based on research; purely speculative
As each new wave of technological change arrives, advocates make large, unsubstantiated claims about the power of the
technology to reform and change all forms of human endeavor; this has been particularly true of informative
technology )Bretschneider, 2003, p. 740(.
Donald F. Norris , Professor and ChairDepartment of Public Policy andDirector, Maryland Institute for Policy Analysis & ResearchUniversity of Maryland, Baltimore County
Technological determinism
Donald F. Norris , Professor and ChairDepartment of Public Policy andDirector, Maryland Institute for Policy Analysis & ResearchUniversity of Maryland, Baltimore County
Lessons from local e-government in the U.S.
Donald F. Norris , Professor and ChairDepartment of Public Policy andDirector, Maryland Institute for Policy Analysis & ResearchUniversity of Maryland, Baltimore County
1 .Scholars should learn from relevant studies and not operate in a vacuum.
Donald F. Norris , Professor and ChairDepartment of Public Policy andDirector, Maryland Institute for Policy Analysis & ResearchUniversity of Maryland, Baltimore County
2 .E-government has produced positive results in areas like efficiency and effectiveness of service and information delivery.
Donald F. Norris , Professor and ChairDepartment of Public Policy andDirector, Maryland Institute for Policy Analysis & ResearchUniversity of Maryland, Baltimore County
Three examples
U.S. IRS E-file
Maryland MVA
eCityGov Alliance (Washington state)
Donald F. Norris , Professor and ChairDepartment of Public Policy andDirector, Maryland Institute for Policy Analysis & ResearchUniversity of Maryland, Baltimore County
Donald F. Norris , Professor and ChairDepartment of Public Policy andDirector, Maryland Institute for Policy Analysis & ResearchUniversity of Maryland, Baltimore County
Source: http://mycartooncharactersplus.com/popeye
3 .Barriers limit e-government development
$StaffROIPrivacy and securityResistance to change
Donald F. Norris , Professor and ChairDepartment of Public Policy andDirector, Maryland Institute for Policy Analysis & ResearchUniversity of Maryland, Baltimore County
4 .Constitutional structure of U.S. government.
Donald F. Norris , Professor and ChairDepartment of Public Policy andDirector, Maryland Institute for Policy Analysis & ResearchUniversity of Maryland, Baltimore County
Top down has not produced different results.
Donald F. Norris , Professor and ChairDepartment of Public Policy andDirector, Maryland Institute for Policy Analysis & ResearchUniversity of Maryland, Baltimore County
E-government is what it is!
Donald F. Norris , Professor and ChairDepartment of Public Policy andDirector, Maryland Institute for Policy Analysis & ResearchUniversity of Maryland, Baltimore County