"smart gov - happy people" framework

By: Jenny Tsuboyama

Smart Government – Happy People

Framework

Beyond e-Services Smart Government

Happy People

FRAMEWORK

© www.jennytsuboyama.com

Key ideas

Having e-services is not the last goal

Going in the right direction: Government creating public value through Openness

Being aware! Values and citizen complexity and policy dilemmas

The Journey

Where are we? What is working? What is not?

• Service consumption but lack of content consumption

Citizen engagement and active participation

Moving forward: Smart Government – Happy People

• From enabler to platform

The Framework

A framework within which values, citizen complexity, their needs and policy dilemmas,

throughout the e-Services, can be included and aligned, using the concept of openness and

participation to allow Government to be a platform to contribute to create public value

through citizen engagement putting them at the centre in order to take care of their

expectations and perceptions towards good governance... the ultimate goal: happy people.


1.1 Launching e-Services is not the last goal

Launching e-Services will not automatically result

in effective use and in value creation

e-Services easy to create by Government but without real value- impact on citizen’s daily

life

Lack of access Lack of technical and

organizational interoperability

The success of e-Services depends upon how citizens perceive its value.

Gap: understanding what citizens value in e-services; what contributes to that perception. Go beyond: management myths and technological determinism, to adopting an appreciation of the social behavioural values that underlie the success of e- Services.


1.2 Going in the right direction:

Government creating Public Value through knowing what People need

they are related to the oversimplification of the use of open data

Legitimacy and support

Value

Operational capabilities

The strategic triangle: Moore, 1995

Task environment

Authorizing environment

Public Value: focuses attention on what the people value and not just what the Government values. highlights longer term outcomes not just short term inputs and outputs. highlights the process of ‘co-creation’ or effective network governance

• Adequate, Accurate, Appropriate, Quality of e-Services. •Empowered citizens •Higher policy impact •Happier citizens (expectations and perceptions)


1.3 Being aware!

Values and Citizen complexity and Policy dilemmas

they are related to the oversimplification of the use of open data

Efficiency: value for eBahrain

Citizen as tax-payer

Dilemma: how to provide more for less

Effectiveness: value for citizen

Citizen as services consumer

Dilemma: Government cannot choose their “customers”

Governance: Value for Society

Citizen as “citizen”

Dilemma: how to balance openness, transparency, participation, and the interests and needs of different types of citizens and different stakeholders

Source: adapted from Millard & Horlings (2008)


2.1 Where are we? What is working? What is not?

Source: National Office For the Information Economy, 2003, eGovernment benefit study, Austrialia

Source: Xavier Comtesse and Giorgio Pauletto, Citizen Empowerment: a Transformational Model for eGovernment Services, Observatoire Technologique, 2009

Focus on the supply side

Data publish and online service

availability

Focus on the technology side

Service maturity level

Focus on economic side

Productivity and efficiency gains

• Little attention to the social perceived

value from the citizen perspective.

•Little content consumption. Then, what is

the purpose to be open and have e-Services?

• Shift from bureaucracy and NPM to listen

to the opinions, expectations and

perceptions of the citizens (different types

of citizens)


2.2 The move from one-way information sharing to

active participation and engagement of citizen

Enhancing Citizen Engagement through Online Platforms

Enabling Citizen Participation through Petitioning

Information

Consultation

Active participation

Government Agenda

People Agenda


2.3 Moving forward: Smart Government - Happy People

Citizen Citizens, businesses and civil society

Public administration

e-administration ”Management and

Control”

e-service Service provisions to

citizens and businesses

Three major dimension in e-government initiatives, Jansen (2005)

Smart eBahrainrequires not only service modernization but most important thing: know what Bahrainis need, their values, expectations and perceptions; requires a holistic approach supported by an integrated modernization platform

Change Management

Openness e- Service

Platform Enabler

•Problem solving •Value creation

•Increase productivity •Enhance efficiency

e-participation


Political

Value

Economical

Value

Social Value

Efficiency

& Effectiveness

Transparency &

Accountability Reflexiveness

Legitimacy of

Government

Trust in

government

Value drivers

Intermediate

outcomes

Outputs

Smart Government – Happy People

Final

outcome

Input

Delivery and provision of online public services

Enhancing Citizen Engagement through Online Platforms

Enabling Citizen Participation through Petitioning

Creating Public Value through citizen Input (citizen satisfaction data or surveys, systematic feedback Instru ments, focus groups, or other structured sources of Stakeholder/ citizen Program assessment

4 Dimensions People / Citizens + Policy + Process + ICT

By Jenny Tsuboyama © www.jennytsuboyama.com

The Framework:

"smart gov - happy people" framework

Government & Nonprofit