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E-Government Best Practices A Practical Guide Final Report May 18, 2001 Murali Chidurala, Peter Kaminskas, Samir Pathak, Anjali Sridhar, Segev Tsfati Faculty.

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Presentation on theme: "E-Government Best Practices A Practical Guide Final Report May 18, 2001 Murali Chidurala, Peter Kaminskas, Samir Pathak, Anjali Sridhar, Segev Tsfati Faculty."— Presentation transcript:

1 E-Government Best Practices A Practical Guide Final Report May 18, 2001 Murali Chidurala, Peter Kaminskas, Samir Pathak, Anjali Sridhar, Segev Tsfati Faculty Advisor: Prof. David Darcy

2 Agenda zIntroduction zFramework of Analysis zImplementing e-Gov initiatives zQuestions

3 The Team’s Task zGSA’s Office of Electronic Government zCreate an “implementation handbook” – a practical e-government project implementation manual

4 Stove-pipe View of Government Agency AAgency BAgency C Multiple agencies needed for complete solution

5 Common Face of Government Service provided to Customer Agencies pool resources & information

6 Methodology- Project Life-Cycle zPartial applicability to e-government projects: * Obstacles* Marketing * Resources* Politics * Legislation* Leadership * Innovation* Environment Select Plan Analyze Design Maintain Implement

7 Why would a project fail? z“Politics as usual” zLack of visionary leadership zLack of resources zOrganizational culture zWrong technology zNeed and customer focus lost

8 Baseline e-gov Initiative zClear mandate zBudget and resource allocation zCommitted project management zSound planning; clear goals zExternal validation zGuaranteed customer base

9 Emerging Trends in e-Government Public-Private Partnerships Alliances w/ Stakeholders Small Scale Working Groups End User Focus

10 Influential Factors Political Environment Transparency Budgeting Planning Leadership Stakeholders Technology Innovation

11 Implementation Map Budgets Innovation Zone Leadership HorizonLeadership PlanningStakeholders “Transparency” Demo/Deliverables Obstacles External Environment Other Agencies End Users Private Interests Public Interests Evaluating Technology Executive Legislative Directive Mandate Executive Legislative Directive Mandate Within the Organization At the Political Level Outside Entities Marketing Perceive d Need

12 Implementation Map Leadership Leadership HorizonLeadership Executive Legislative Directive Mandate Executive Legislative Directive Mandate Perceive d Need

13 Critical Success Factors – Leadership Link political environment and Leadership yIdea champion yUnderstands the Business yInnovative and encourage creativity yRally stakeholders

14 Implementation Map Planning Leadership HorizonLeadership Planning Executive Legislative Directive Mandate Executive Legislative Directive Mandate Perceive d Need

15 Plan projects with consideration of stakeholders yIdentify purpose of project & end-users yCreate function-based plan yExamine use of public-private partnerships yMap detailed implementation process yDo not reinvent the wheel Critical Success Factors Planning

16 Technical Plan: yDevelop systems evaluation plan yExplore processes to reduce paperwork yAllow for multiple functionalities yEnsure easy scalability, maintenance & transferability Critical Success Factors Technical Plan

17 Training & Communications Plan: yPublic awareness and marketing plan - create brand awareness yTraining plan for employees yPilot systems with feedback mechanisms yIdentify stages for focus group input yDevelop evaluation plan Critical Success Factors Communications Plan

18 Leadership HorizonLeadership PlanningStakeholders Executive Legislative Directive Mandate Executive Legislative Directive Mandate Perceive d Need Implementation Map Stakeholders

19 Stakeholders: yIdentify all stakeholders yDevelop channels of communication yDemonstrate project’s alignment with customer needs yEncourage creativity yDevolve decision-making authority Critical Success Factors Stakeholders

20 Leadership HorizonLeadership PlanningStakeholders “Transparency” Executive Legislative Directive Mandate Executive Legislative Directive Mandate Marketing Perceive d Need Implementation Map Transparency & Marketing

21 Transparency leads to increased visibility & ‘brand awareness’ yMake available strategic plan and evaluations as benchmarks yEngage all stakeholders oOther government agencies oEmployees oPrivate institutions and service providers oEnd Users Critical Success Factors Transparency & Marketing

22 Leadership HorizonLeadership PlanningStakeholders “Transparency” Demo/Pilot Evaluating Executive Legislative Directive Mandate Executive Legislative Directive Mandate Marketing Perceive d Need Implementation Map Pilots & Evaluation

23 Pilot Study and Evaluation provides feedback into full implementation yDemonstrate early success yHave outside evaluators yIncorporate recommendations effectively yUse pilot for marketing purposes Critical Success Factors Pilots & Evaluation

24 Budgets Leadership HorizonLeadership PlanningStakeholders “Transparency” Demo/Deliverables Evaluating Technology Executive Legislative Directive Mandate Executive Legislative Directive Mandate Marketing Perceive d Need Implementation Map Budgets & Technology

25 Interrelated and integral through the process yLobby for budgets yCreative budgeting and alliances yEvaluate and choose systems development solution yEasily implementable, scalable technology yEnd-user focused Critical Success Factors Budgets & Technology

26 Budgets Leadership HorizonLeadership PlanningStakeholders “Transparency” Demo/Deliverables External Environment Other Agencies End Users Private Interests Public Interests Evaluating Technology Executive Legislative Directive Mandate Executive Legislative Directive Mandate Marketing Perceive d Need Implementation Map External Environment

27 External Environment zOther agencies zPrivate interests zPublic interests zEnd users yOvercome ‘Institutional Pain’ yMatch interests to increase buy-in ySeek support, offer goodwill yCreate partnerships and alliances yMinimize ‘friction points’

28 Budgets Leadership HorizonLeadership PlanningStakeholders “Transparency” Demo/Deliverables Obstacles External Environment Other Agencies End Users Private Interests Public Interests Evaluating Technology Executive Legislative Directive Mandate Executive Legislative Directive Mandate Within the Organization At the Political Level Outside Entities Marketing Perceive d Need Implementation Map Potential Obstacles

29 Potential Obstacles zWithin the bureaucracy yHostility/ skepticism yTurf wars/ power struggle yCoordination yInstitutional pain/ fear zPolitical Level yLegislative/ regulatory constraints yInadequate funding zOutside Entities yPublic skepticism and lack of awareness yDigital divide yInterest group politics

30 Overcoming Obstacles zWithin the bureaucracy yUnderstand interests yBuild coalitions, motivate players yDemonstrate projects yCommunicate and train zPolitical Level yLobby legislature yExplore funding options zOutside Entities yIncrease awareness and involvement yEnter partnerships yAddress fears

31 Budgets Innovation Zone Leadership HorizonLeadership PlanningStakeholders “Transparency” Demo/Deliverables Obstacles External Environment Other Agencies End Users Private Interests Public Interests Evaluating Technology Executive Legislative Directive Mandate Executive Legislative Directive Mandate Within the Organization At the Political Level Outside Entities Marketing Perceive d Need Implementation Map Innovation Zone

32 Innovation Imagine Design Experiment Assess Scale Source: Gary Hamel - ‘Leading the Revolution’

33 Innovation zSupport innovative culture at all levels zReward innovative practices zProvide resources zDiversify workforce zLook outside government zExperiment & evaluate zLearn from mistakes

34 Budgets Innovation Zone Leadership HorizonLeadership PlanningStakeholders “Transparency” Demo/Deliverables Obstacles External Environment Other Agencies End Users Private Interests Public Interests Evaluating Technology Executive Legislative Directive Mandate Executive Legislative Directive Mandate Within the Organization At the Political Level Outside Entities Marketing Perceive d Need Recap & Questions

35 Questions?? “The best plan is only a plan, that is good intentions, unless it degenerates into work. The distinction that makes a plan capable of producing results is the commitment of key people to work on a specific task. Peter Drucker

36 Illinois Federal Clearinghouse zInformation on Federal grants that can be accessed by state and local govts zDeveloped website to consolidate grants information zLow-budget; no private partners zPolitical will zLeader from grants side of govt zStrong customer base

37 Access America for Students zInter-agency Task Force zDeveloped portal for education financing zPartnership Forum zNo budgetary constraints -demo project zHigh level political will zUsed results from existing studies zHigh visibility and consequent accountability zBeware ‘institutional pain’

38 Federal Commons zGrant management portal zDeveloped by HHS zPolitical visibility and goodwill zTechnology big driver zHuge budgetary constraints zHigh level political will zLack of staff zDoubtful customer base - lack of vested ownership

39 Channel Convergence zOnline process migration - Integration of call centers and web zTop-down, strategic planning zIn-house customization; COTS products zOutside third-party evaluation

40 Bridging the Digital Divide zProvide technology training and access to veterans zFlexible project definition zStrategic alliances zAccess to end-users (veterans) over wide area zDiplomacy & transparency zUse of ‘Loaned Executive’ zOrganic structure


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