1. Government Online National Strategies Best practices and lessons learnt Maria Isabel Mejia Jaramillo, General Manager, Government Online Program of Colombia WSIS Forum, Expert group meeting on e-Government May 13-14, 2010 Geneva

2. The aim of the Strategy is to contribute on building a more efficient, transparent and participative Government, with better services to citizens, enterprises and public servants by means of taking advantage of ICT Key message: “Making easier your relationship with the Government”

3. It is based upon joint efforts: every public agency across the country is responsible for its implementation Key success factor:

4. The role of the Program is to coordinate and to provide tools to public agencies for their Strategy implementation Research, on-going support, transverse solutions (based on standardization and interoperability), common IT infrastructure, training plans, marketing plans, monitor and evaluation system  Key success factor:

5. Transformation Transaction Democracy Information Interaction Clear method  guidelines  action plan  follow-up Key success factor:

6. Sector / Rama / OrganismoF1F2F3F4F5 Comercio, Industria y Turismo99%98%95%84%71% Agricultura y Desarrollo Rural100% 60%88% Educación96%99%89%81%70% Función Pública100% 85%83%70% Seguridad100% 83%58%100% Planeación97%98%85%83%58% Minas y Energía97%92%78%80%66% TIC100% 40%80% Estadística100% 94%76%29% Presidencia100%96%90%86%13% Organismos de Control93%92%66%71%61% Economía Solidaria100%98%80%67%40% Rama Judicial62%76%63%72%85% Rama Legislativa76%91%86%76%33% Ciencia, Tec. e Innovación96%98%79%80%15% Hacienda y Crédito Público94%80%66%57%75% Defensa98%94%83%39%63% Protección Social97%91%73%45%47% Ambiente, Vivienda y D.T.94%78%61%54%52% Interior y Justicia96%79%54%63%33% Organización Electoral71%68%51%69%28% Transporte96%70%50%36%38% Cultura87%52%32%60%33% Relaciones Exteriores95%71%35%34%40% Organismos Independientes72%74%46%30%15% Universidades e Institutos50%47%26%43%17% Corp. Autónomas Regionales76%44%24%18%26% Advice and follow-up of online services offered by public agencies Key success factor:

7. And listen to the needs of the users (usage, quality and impact of the services) Key success factor:

8. People should be aware of online services so they can use them Government Online marketing plan Habit “Good stories make good experiences” Habit “Good stories make good experiences” Awareness Increase of 333% of the Government Online awareness (6% to 26%) Awareness Increase of 333% of the Government Online awareness (6% to 26%) Experience Increase of 226% of the Government Online usage (19% to 62%) Experience Increase of 226% of the Government Online usage (19% to 62%) 2008 2009 2010 Key success factor:

9. Offering services from the citizen needs Stage 4: Transformation  Make changes in the way of providing the services and organizing the procedures around user needs  Organize the procedures using a cluster model based on user needs  Identify, prioritize and optimize clusters of procedures before introducing technology How to achieve the citizen engagement?

10. Giving opinions is different from participating on building Stage 5: Democracy Stage 5: Democracy  Encouraging people to contribute to the construction and controlling of public policies and to participate in decision making  People should be involved from the initial construction of public policies and they should learn about the result of their contributions How to achieve the citizen engagement?

11. The fear of the unknown is a natural human feeling  “Lacking of access paradigm” as THE principal obstacle must be reassessed  If people understand the benefits to themselves, they will find the way to access  The biggest barrier is not knowing how to use online services: people must be guided How to achieve the citizen engagement?

12. Social media is useful but you must understand how each network works  It's not enough to have presence in social media  Each network has its own culture and user characteristics that have to be understood

13. How to achieve the citizen engagement? Examples of the usage of Twitter Twitter can be used beyond a “news post”… could be a support tool for the online services usage… “Very bad instructions from the Contact Center of Government Online” “Why do you think it was a bad service? Tell us please for take corrective actions” “I had a problem because of lack of instructions with the judicial certificated and I am still waiting my money back” “Don’t worry, if you couldn’t made the transaction you will have a refund. About the service, you can put a complaint and make a follow up: these are mechanisms of citizens to improve the program. In any case, we deeply regret the inconvenience. Tell us if you need more help from us” “Thank you for having responded my comment. I am positively impressed! And to be honest, I would like that all the companies treat me this way” “Thanks, we are here for any other concern you have”

14. How to achieve the citizen engagement? Examples of the use of Twitter Or to help people realize how things have changed “Well I renewed my judicial certificate, I had not done it for 3 years...” “Did you do it online? How did it go?” “It went very well, effective and fast” “Renewing online the judicial certificate is so easy and fast, I will recommend it #notpaidadvertising”

15. Challenges - Steps to come  To provide even more online services  To extend the offer - including private institutions with public functions  To achieve a higher take-up of Government Online services  To improve the quality of services through such things as: focus on user needs + easy to use services+ fully-integrated and customized services + protection of the data + security of transactions + collaboration between agencies = TRUST AND CREDIBILITY 

16. Thanks! maria.mejia@ gobiernoenlinea.gov.co