1. Measuring and evaluating e-government performance in the Arab World 3 rd meeting of working group 2 on the e- government and administrative simplification Dubai, UAE 12-13 March 2007 Dr. Ehab M. Moustafa Principal & Lead Consultant InterCan Development Company Ltd.

2. 12 March 2007 Dr. Ehab Moustafa 2 Agenda Issues to address Definitions Scope The problem Observations Conclusions

3. 12 March 2007 Dr. Ehab Moustafa 3 Issues to address Why governments need to measure and evaluate e-government? –prioritise actions, –justify investments, –assess impacts What are the challenges that governments have to face in measuring and evaluating e- government progress? –lack of evaluation culture, –poor evaluation skills, –measurement problems

4. 12 March 2007 Dr. Ehab Moustafa 4 Governance & Government Governance is the processes of governing (The function) Government is established to administer these processes and systems (the Mechanisms through which we are governed) Shsh Shsh sssssssssssssssssssssss shsh Shsh Shsh sssssssssssssssssssssss shsh Local Gov Legal System Central Gov Legislative System Civil Society

5. 12 March 2007 Dr. Ehab Moustafa 5 Governance Model policyRegulate Procedures Services To govern is to Set policies Regulate – how these policies are implemented Serving society – rendering services to your constituency

6. 12 March 2007 Dr. Ehab Moustafa 6 What the e in eGovernment means? e-Government = more efficient and effective government

7. 12 March 2007 Dr. Ehab Moustafa 7 The new face of governance Globalization forces governments to compete Constituencies demanding for better governance Governing with customer focused philosophy Change in governance culture

8. 12 March 2007 Dr. Ehab Moustafa 8 survivors “The species that survived were not the most intelligent (or strongest) – they were the most adaptable to change” Charles Darwin

9. 12 March 2007 Dr. Ehab Moustafa 9 Stages of service delivery in eGovernment emerging enhanced interactive transactional networkedStage

10. 12 March 2007 Dr. Ehab Moustafa 10 e-Government Strategic Goals (versions) In 1990’s –was to make the Federal government more results- oriented (effective), efficient and citizen-centered. In 2000’s –Reinventing the way we do business, more interactive and transactional (but keeping basic structures of government unchanged!!!!) Next decade –Dramatic changes to the government we know, more direct participation of the constituency and empowering CS to create the Information Society

11. 12 March 2007 Dr. Ehab Moustafa 11 e-Gov Evolution e-Gov I e-Gov II e-Gov III 1990’s2000’s2010’s Focus on effectivenessFocus on effectiveness Change imageChange image Drive the e- economyDrive the e- economy eBusinesseBusiness eCommerceeCommerce Information provisionInformation provision Imitate e-businessImitate e-business Web presenceWeb presence BrandingBranding Create own modelCreate own model Real reinventionReal reinvention Addressing efficiencyAddressing efficiency interoperabilityinteroperability Serious BPRSerious BPR Citizen focusCitizen focus Focus on Core businessFocus on Core business Service delivery enhancementService delivery enhancement New governance modelNew governance model Good GovernanceGood Governance e-Citizene-Citizen e-Inclusione-Inclusion e-Participatione-Participation e-Fusione-Fusion e-Democracye-Democracy Bigger role 4 CSOBigger role 4 CSO Real GlobalizationReal Globalization New democratic structuresNew democratic structures

12. 12 March 2007 Dr. Ehab Moustafa 12 Citizen Centric Government Mini D Mini C Mini B Mini A Redesigned Service

13. 12 March 2007 Dr. Ehab Moustafa 13 The Tripartite Civil Society Business Sector State

14. 12 March 2007 Dr. Ehab Moustafa 14 The 10 Golden Questions 1. Why are we pursuing e-government? 2 Do we have a clear vision and priorities for e-government? 3. What kind of e-government are we ready for? 4. Is there enough political will to lead the e-government effort? 5. Are we selecting e-government projects in the best way? 6. How should we plan and manage e-government projects? 7. How will we overcome resistance from within the government? 8. How will we measure and communicate progress? How will we know if we are failing? 9. What should our relationship be with the private sector? 10. How can e-government improve citizen participation in public affairs?

15. 12 March 2007 Dr. Ehab Moustafa 15 Back to Governance and e- Government

16. 12 March 2007 Dr. Ehab Moustafa 16 Good Governance Good governance has 8 major characteristics, they are: –participatory, –consensus oriented, –accountable, –transparent, –responsive, –effective and efficient, –equitable and inclusive, and –follows the rule of law

17. 12 March 2007 Dr. Ehab Moustafa 17 It’s about knowledge Better governance is about better policy and decisions making The key to a GOOD governance is knowledge. ContextIndependence Understanding Data Information Knowledge wisdom Understanding relations Understanding Patterns Understanding Principals

18. 12 March 2007 Dr. Ehab Moustafa 18 Efficient Governance The aim of e-government initiative is to provide efficient government management of information to the citizen; better service delivery to citizens; and empowerment of the people through access to information and participation in public policy decision- making.

19. 12 March 2007 Dr. Ehab Moustafa 19 E-government Readiness Index Top 10 countries CountryIndex United States0.9062 Denmark0.9058 Sweden0.8983 United Kingd om 0.8777 Republic of Korea 0.8727 Australia0.8679 Singapore0.8503 Canada0.8425 Finland0.8231 Norway0.8228 E-participation Index Top 10 countries CountryIndex United Kingd om 1.0000 Singapore0.9841 United States 0.9048 Canada0.8730 Republic of Korea 0.8730 New Zealand0.7937 Denmark0.7619 Mexico0.7619 Australia0.7143 Netherlands0.6984 4 Perspectives

20. 12 March 2007 Dr. Ehab Moustafa 20 Gov Knowledge Base E - Services G2GG2B G2C G2E e-Gov Functions Business processes Business rules Help Desk Knowledge Management Citizen Centric e-Gov Architecture

21. 12 March 2007 Dr. Ehab Moustafa 21 e-functions Help Desk Knowledge base Polic y maki ng Business Rules Business processes e-services Knowledge Management partners Businesses Citizen

22. 12 March 2007 Dr. Ehab Moustafa 22 QUESTION??? ARE WE PROBING THE RIGHT INDICATORS? Does our dashboard contain the proper navigation aids? What these indicators are telling us?

23. 12 March 2007 Dr. Ehab Moustafa 23 Mission and Core Values Vision Strategy Citizen Internal Processes Civil Serv. Learning Objectives Financial Citizen Internal Processes Civil Serv. Learning Measures Our desired future Differentiating activities What we must do well in order to implement our strategy. How strategic success is measured and tracked. Initiatives Financial Strategy definition and execution

24. 12 March 2007 Dr. Ehab Moustafa 24 Balanced Progress Measurement Mission Goals & Objectives A- goal 1 B- goal 2 C- goal 3 IndicatorsAIndicatorsBIndicatorsC measurement Citizen perspective Learn & Growth perspective Financial perspective Internal process perspective

25. 12 March 2007 Dr. Ehab Moustafa 25 Move from the stakeholders perspective G2CG2BG2EG2G e.g. G2C –Inclusion Access10 steps scale to achieve full access Organization Legal Services willingness

26. 12 March 2007 Dr. Ehab Moustafa 26 G2C inclusion progress radar ACCESSeServices eLearning eInfo eConsultatio n ICT Infrastructure Legal

27. 12 March 2007 Dr. Ehab Moustafa 27 Challenges for the Future: Building Governance Capacity The three major domains of governance - the state, the private sector and civil society - must address new cross-cutting issues in a complex and uncertain era of political and economic globalization.

28. 12 March 2007 Dr. Ehab Moustafa 28 The Arab’s Knowledge Society The status of Arab knowledge at the beginning of the 21st century, despite the presence of significant human capital in the region, the report concluded that disabling constraints hamper the acquisition, diffusion and production of knowledge in Arab societies. This human capital, under more promising conditions, could offer a substantial base for an Arab knowledge renaissance. Its closing section puts forward a strategic vision for creating knowledge societies in the Arab world based on five pillars: Guaranteeing key freedoms; Disseminating quality education; Embedding science; Shifting towards knowledge based production; and Developing an enlightened Arab knowledge model. The UNDP Arab Human Development Report - 2003

29. 12 March 2007 Dr. Ehab Moustafa 29 Suggestions & Recommendations Strategies the 4 perspectives for all Establish a work group to develop the balanced progress indicators and agree with the stakeholders on the measures and mechanisms of deployment and reporting. Encourage the creation of national Forums network that will be responsible of measuring and reporting the progress.