1. From e-Government to e-Governance: The OECD Experience Elizabeth Muller E-Government Project OECD SitExpo2004 18-21 February 1004, Casablanca - Morocco

2. Overview 1.E-Government, E-Governance, Modernisation and Reform 2.The OECD E-Government Project: main findings 3.OECD Methodology

3. Principles of Public Governance adherence to the rule of law the primacy of the collective interest over sectoral or private interests respect for the rights of individuals equity transparency democratic accountability responsibility for future generations

4. What definition? e-Government or e-Governance? e-Government is sometimes defined as electronic delivery of government services e-Governance is sometimes defined as electronic service delivery, plus consultation of citizens and e- democracy

5. Evolution of E-Government –ICT use in government –E-Government Whats the difference? The potential to transform offered by the Internet and related technologies

6. OECD Definition of E-Government: The use of information and communication technologies, and particularly the Internet, as a tool to achieve better government

7. E-government is more about government than about e

8. Overview 1.E-Government, E-Governance, Modernisation and Reform 2.The OECD E-Government Project: main findings 3.OECD Methodology

9. OECD: Organisation for Economic Co-operation and Development

10. Guidelines for successful e-government implementation Vision / Political will Common frameworks / Co-operation Customer focus / Responsibility Online consultation International Co-operation

11. Vision / Political Will Are e-government leaders able to articulate and demonstrate the benefits of e-government to build support for their projects? Is there necessary leadership and commitment at the political level to develop an e-government vision and guide change over the long term? Is there leadership and commitment at the administrative level to implement change? Is e-government integrated into broader policy and service delivery goals and processes? Is e-government integrated into public management reform goals and processes? Is e-government integrated into broader information society activity?

12. Common Frameworks / Co-operation Are agency managers operating within common frameworks to ensure interoperability, maximise implementation efficiency and avoid duplication? Are agencies working together around a shared customer base? Has there been a review of barriers to e-government implementation? Does shared infrastructure exist to provide a framework for individual agency initiatives? Are there incentives to help encourage collaboration, seamless service delivery and innovation? Are there programmes to help share good practice and common solutions?

13. Customer Focus Are services driven by an understanding of customer needs? Is the government pursuing policies to improve access to online services? Do customers have choice in the method of interacting with government? Does the adoption of online services provide as much choice for the user as offline services? Is there a no wrong door principle for accessing the administration? Does e-government engage citizens in the policy process? Are there information quality policies and feedback mechanisms in place to help maximise the usefulness of information provision and strengthen citizen participation?

14. Responsibility Do accountability arrangements ensure that it is clear who is responsible for shared projects and initiatives? Including in the case of private sector partnerships? Is there a framework in place to monitor and evaluate the demand, costs, benefits and impact of e-government? Are there mechanisms in place to protect individual privacy with regard to e-government? Do broad standards for privacy protection allow for information sharing between agencies while preventing abuse?

15. Online Consultation Do you tailor your approach to fit your target group, and is online consultation integrated with traditional methods? Do you test your tools for online consultation and adapt them based on user input? Do you promote your online consultation activities so as to maximise awareness and increase participation? Do you analyse the results of your online consultation and incorporate them so as to improve government services? Do you provide feedback to participants in the online consultation process?

16. International Co-operation Have leaders promoted the cross-country exchange of good practice? Have they focused on what is most appropriate for their country context rather than what is in fashion or what seems the most modern? Have leaders identified where international standards are needed and how they relate to and support e-government objectives? Have leaders determined at what level standards are needed? Have they determined who is best suited to determine standards? Have they developed a shared understanding and/or good practice for the protection of government data that is shared across borders?

17. Overview 1.E-Government, E-Governance, Modernisation and Reform 2.The OECD E-Government Project: main findings 3.OECD Methodology

18. OECD Methodology Symposia for Senior E-Government Officials Steering Group on complementary areas of work Peer Review

19. Peer Review: A tool for cooperation and change E-government experts from one country examining e-government in another country as a peer. Completed Reviews: Finland; Ongoing: Mexico, Norway, Denmark OECD methodology: Analysis based on the results of a questionnaire and in-depth interviews. Draft report peer reviewed by all OECD countries.

20. OECD Peer Review Questionnaire Questions relevant to the 10 guiding principles for successful e-government. 10 sections, 2-5 questions per section. To what extent are agencies collaborating with one another? (e.g. do they provide links to other websites? Shared service delivery?)

22. Hypotheses Link leadership to success of e- government initiatives Link collaboration to success of e- government initiatives Link customer focus to uptake of e- government services …

23. For more information... –The E-Government Imperative, OECD 2003 –E-Government in Finland, OECD 2003 –OECD Policy Brief: Checklist for E-Government Leaders, OECD 2003 –OECD Policy Brief: Engaging Citizens Online for Better Policy-Making, OECD 2003 For more information on the OECDs work on e-government, visit: www.oecd.org/egovernment;www.oecd.org/egovernment http://webdomino1.oecd.org/COMNET/PUM/egovproweb.nsfhttp://webdomino1.oecd.org/COMNET/PUM/egovproweb.nsf; or contact elizabeth.muller@oecd.org