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MBA of Public Administration & e-Government

These are some brief notes on Public Administration & e-Government - 1

Dr.  S.  Maurer,  
MBA Professor

To some,  e-Governmënt might seem to be little more than an effort to expand the market of e-commerce from business to government.  Surely there is some truth in this.

e-government it is more about leading change and transforming institutional processes with technology as the enabler and leadership as the driver.  e-government Fellows offer a unique perspective on e-government and the challenges of implementing it [see Reach for the Future].  Also,  e-government can be funded through reengineering and other management improvements.

e-government impacts the way we interact with government agencies at all levels,  whether that interaction takes place through telephone,  fax,  e-mail,  a web site,  or directly into a data base.

crm,  regardless of whether it is private sector or public sector - e-government - is far more than a great website or a well-staffed call center.  it is a combination of innovation in processes,  technologies and people that will facilitate excellent citizen support at the same time as cutting the costs of its provision.

Legislation introduced in the U.S.  Senate typifies the way legislators often blend e-democracy and e-government rhetoric,  but in concrete actions overwhelmingly focus on e-government.  The bipartisan e-government Act of 2001,  co-sponsored by 12 senators,  says two of its major goals are: to enhance citizen access to government information and to increase citizen participation in government.

We are only starting to understand how the internet can contribute to the health and strength of representative democracy.

e-commerce is not at the heart of e-government.  The core task of government is governance,  the job of regulating society,  not marketing and sales.

Where then have e-government benefits already been felt by the public? The sharing of information between services,  and making it available to front-line staff in call centres and one stop shops makes one think that,  to date,  the main benefits felt by the public have been indirect,  rather than direct.

The e-government resulting benefits can include less corruption,  increased transparency,  greater convenience,  revenue growth,  and cost reductions.  e-government has a great role in offering services to citizens and promoting democracy brought by the integration of the internet in the process of governance.

web portals can deliver government services with various levels of interaction.  Three levels are usually identified: information,  communication,  and transactions.

What is e-government policy? e-government is a national strategy that has been launched to ensure that all local and central government services should be made electronically available in the future years.

Among the most interesting and challenging sociotechnological issues of e-government are in the area of e-Democracy,  which aims to apply information and communication technology to improve the public opinion formation process central to government’s primary regulatory function.

The crm will help local authorities realise their ambitions to deliver better services,  modernisation and e-government.

Quality rather than quantity should be the watchword for your e-government work.  The percentage of people using services online rather than the percentage of services available should be the measure by which the success of the e-government programme is judged.  Therefore,  greater attention should be paid to delivering services,  which are not only attractive,  but also deliver the greatest benefits to citizens.

The e-government portal will be useful only if the information and services the portal is making accessible are described consistently.  You must care of the way in which government information and services - online and offline - are described now and how those descriptions should be managed over time.  These descriptions are called Metadata.

These are some brief notes on Public Administration & e-Government - 2

Dr.  S.  Maurer,  
MBA Professor

it is important that government have a good undërstanding of the level of Return-on-Investment to date on e-government initiatives,  as well as a method for determining an appropriate Return-on-Investment in the future.

Take-up of e-services is the biggest issue surrounding e-government.  We should be looking at what people want,  rather than what we have to give them.  Some national guidance on this would be useful.

One reason why e-government will continue to fair well is because many advocates and practitioners have learned that implementing it doesn’t depend totally on dollars.

The implications of it for the future of government are as yet dimly perceived,  notwithstanding a stream of speculation and informed commentary on the future of democracy and governance.

In the minds of elected officials,  encouraging e-government is a win-win proposition.  The public loves to cut waste while improving service,  and politicians are happy to show that tax dollars are being spent more efficiently.

From an manufacturer perspective,  improvements need to be made to the customer/supplier interface,  if e-government is to continue to flourish.  In particular,  the concept of partnering needs to evolve and develop into a 'modern relationship'.

Introducing electronic voting is mainly a question of offering a package of electronic services [such as online voting,  egistration,  postal vote application] in line with other online service initiatives.  Of course there are policy questions to consider as well,  such as authentication and security,  but in broad terms,  the act of casting and counting a vote can be considered the service element of the democratic process.

e-government can improve efficiency,  increase citizen involvement and help achieve reform – but it is not enough just to open up a website and wait for visitors to start flooding in.

To achieve e-government goals,  an e-government program must consider and address three interrelated areas of Policy,  management,  and technology.  Policy greatly outranked management more than 2:1 and technology 4:1 as the priority area of e-government interest.

e-government impacts the way we interact with government agencies at all levels,  whether that interaction takes place through telephone,  fax,  e-mail,  a web site,  or directly into a data base.

Quality rather than quantity should be the watchword for your e-government work.  The percentage of people using services online rather than the percentage of services available should be the measure by which the success of the e-government programme is judged.  Therefore,  greater attention should be paid to delivering services,  which are not only attractive,  but also deliver the greatest benefits to citizens.

We are only starting to understand how the internet can contribute to the health and strength of representative democracy.

More people are online than ever before and government agencies are improving their web sites to provide more information and services for public access.

e-government can facilitate new forms of collaboration among governments which cut across and diminish such boundaries.  The EuroCities project is an example.  Perhaps in the long term e-government will help to strengthen the identification of citizens.

e-government e-Commerce is the transaction of money for government services,  or vice versa,  government purchasing.  People can pay Federal taxes electronically and many states are following suit by beginning to accept online tax payments.

These are some brief notes on Public Administration & e-Government - 3

Dr.  S.  Maurer,  
MBA Professor

e-government is a complëx task and requires agreement and coordination across agencies and jurisdictions,  and the creation of a technical infrastructure that can sustain the services.  Matters such as sharing of experience,  data and resources must be tested and considered by any e-government agency.

All surveys indicate strong demand for e-government from citizens and business and significant benefits flowing from access to online services.  government agencies demonstrated significant improvements in efficiency and reduced costs.  The findings provide strong support for the Better Services,  Better government strategy.

By definition,  e-government is simply the use of information and communications technology,  such as the internet,  to improve the processes of government.

E-government gives New public management fresh blood.  Not only does information and communications technology provide the infrastructure and software tools needed for a loosely coupled network of governmental units to collaborate effectively,  the infiltration of this technology into government agencies tends to lead naturally to institutional reform,  since it is difficult to maintain strictly hierarchical channels of communication and control when every civil servant can collaborate efficiently and directly with anyone else via the internet.

One reason why e-government will continue to fair well is because many advocates and practitioners have learned that implementing it doesn’t depend totally on dollars.

Together with the trend towards outsourcing tasks and working with manufacturer in private-public partnerships,  this is likely to lead to rapid growth of the e-government market and create plentiful business opportunities,  also for small and medium-size enterprises.

E-government can also serve as the catalyst for export promotion,  foreign direct investment,  local manufacturer promotion,  transparency and democracy,  and social and human capital development.

Using the internet portals to create one-stop shops is one currently popular e-government approach to improving the delivery of public services to citizens.

e-government it is not a massive information technology [it] project.  Much of it is about establishing common standards across government and delivering services more effectively and providing ways for government agencies to work together,  all using the best technologies that are available.

Citizens need to be encouraged to use e-government services,  whilst at the same time understanding that electronic services will not replace other trusted channels of delivery such as face-to-face contact.

You need to help councils recognise crm as a change enabler and help them use crm to become more open,  more accountable,  more inclusive and better able to lead their communities in an informed and cohesive way.

customer relationship management crm will play a key role in giving citizens access to information,  so enabling organisations to achieve this deadline.  Widely adopted within the private sector,  it has been pinpointed by local authorities as a key component of their e- government strategies.

The crm will help local authorities realise their ambitions to deliver better services,  modernisation and e-government.

A strong,  efficient e-government process is practically the definition of resourcefulness.  Put these governance practices to work to maximize the value of your projects and processes.

e-government might enable a citizen to access the form they need to fill out to order a copy of their birth certificate without needing to know that the health Department handles the request.  Other services that citizens want online include renewing a driver's license,  voting on the internet,  filing taxes,  and obtaining park information.

These are some brief notes on Public Administration & e-Government - 4

Dr.  S.  Maurer,  
MBA Professor

Many of us have already expërienced the potential of the web to change our relationships with other individuals,  with the business community,  and more recently with e-government.  Getting citizens out of line and getting them online are phrases that are being used to create visions of the new relationship between citizens and government.

The future for e-government will be affected by the way that the supply market changes.  To date,  some it suppliers have responded more effectively than others to the way in which the local e-government market has developed.

E-government is about improving the work of all branches of government,  not just public administration in the narrow sense.

E-government promises to make government more efficient,  responsive,  transparent and legitimate and is also creating a rapidly growing market of goods and services,  with a variety of new business opportunities.

e-government might enable a citizen to access the form they need to fill out to order a copy of their birth certificate without needing to know that the health Department handles the request.  Other services that citizens want online include renewing a driver's license,  voting on the internet,  filing taxes,  and obtaining park information.

What is e-government policy? e-government is a national strategy that has been launched to ensure that all local and central government services should be made electronically available in the future years.

The e-government portal will be useful only if the information and services the portal is making accessible are described consistently.  You must care of the way in which government information and services - online and offline - are described now and how those descriptions should be managed over time.  These descriptions are called Metadata.

Local authorities want to improve customer satisfaction by delivering better services.  crm is a key way to do this.  This site is a gateway to information and knowledge about crm and a set of products that are toolkits and guidelines that can be used for implementation.

government decision makers must make the most of scarce resources and at the same time respond to ever-increasing demands for improved performance and the new e-government technology.  Thus the need for wise investment in information technology continues to grow.

A strong,  efficient e-government process is practically the definition of resourcefulness.  Put these governance practices to work to maximize the value of your projects and processes.

Opportunities for citizens to communicate with their governments are growing.  A recent e-government study found continued improvement in the number of state and federal sites that provide e-mail addresses to allow direct communication with government departments and individuals; more opportunities for site visitors to post comments; and a doubling in the percentage of sites that allow citizens to register for e-mailed updates on specific issues.

New public management is a kind of management theory about how to reform government by replacing rigid hierarchical organisational structures with more dynamic networks of small organisational units.

e-government can facilitate new forms of collaboration among governments which cut across and diminish such boundaries.  The EuroCities project is an example.  Perhaps in the long term e-government will help to strengthen the identification of citizens.

Technologies like the internet may be changing the way that governments interact with citizens and businesses,  but that's only part of the puzzle.  What happens behind an e-government web site is a fundamental change in the way that government business is being conducted.

From an manufacturer perspective,  improvements need to be made to the customer/supplier interface,  if e-government is to continue to flourish.  In particular,  the concept of partnering needs to evolve and develop into a 'modern relationship'.