Key Elements for electronic Local Authorities’ Networks Cagliari, 27 th May 2002 Walter Wenzel CEO of KEeLAN project

Key Elements for electronic Local Authorities’ Networks INTRODUCTION Objective of KEeLAN Provide local administrations in Europe and the EC with a relevant tool package for eEurope to develop a vision and a strategic approach towards internet based e-government for local authorities; a tailor-made marching route to stimulate local authorities in their transition process towards modernisation; integrated access platforms and advanced new generation web services to citizens

Key Elements for electronic Local Authorities’ Networks APPROACH Stages of KEeLAN Web-Scan Selection of 50 Case Studies based on front-office performance of service delivery, out of 700 websites of EU local authorities. Benchmark Analysis of the organisation behind the front-office of 50 Case Studies on issues like: business model, workflows, responsibilities, processes and financial, legal, social and cultural considerations. e-Government marching route Drafting of different models for EU local authorities to implement e- Government service delivery based on the organisational characteristics (front- and back-office) of the 50 best-practice web- sites.

Key Elements for electronic Local Authorities’ Networks APPROACH e-Government Model Generation 2 one-way interaction Generation 3 two-way interaction Generation 4 transaction Generation 1 information Generation 0 not online Generation 5 service integration Role of e-Government Degree of change to organisation of local authority enablertransformer

Key Elements for electronic Local Authorities’ Networks Generation 0: not online No web presence of local authority through a proprietary website. e-Government as enabler e-Government implementation does not require redesign of service delivery of local authority e-Government application not integrated in local authority’s organisation Generation 1: information Basic information provided online on relevant themes for interested parties / stakeholders, such as citizens, enterprises and visitors. Generation 2: one-way interaction One-way electronic exchange of information (communication) enabled by means of stand-alone system, not linked to back-office. Example: possibility to download (printable) forms that can be sent by regular mail. APPROACH e-Government Model

Key Elements for electronic Local Authorities’ Networks e-Government as transformer e-Government implementation has resulted in redesign of process of service delivery of local authority e-Government application integrated in authority’s organisation Generation 3: two-way interaction Two-way electronic exchange of information (communication) enabled by means of network linked to back-office. Example: possibility to retrieve personalized information or to monitor personal data / status Generation 4: transaction Online service delivery enabled by means of secured network linked to back-office. Example: possibility to modify personal data (online voting, online electronic banking) Generation 5: service integration Online service delivery enabled by means of secured network linked to different back- offices / service modules. Example: possibility to access and modify personal data in different (shared) databases from one site (online purchase of car, insurance and payment of taxes) APPROACH e-Government Model

Key Elements for electronic Local Authorities’ Networks WEB-SCAN Scope websites Websites of local authority / / if it is part of the local authority 700 websites of local authorities ANCINET: 205 websites (Greece 20, Italy 90, Portugal 20, Spain 75) LGCSB: 210 websites (UK 90, Ireland 20, France 90, Luxemburg 10) KGSt: 200 websites (Germany 90, Austria 20, Belgium 45, Netherlands 45) Efektia: 85 websites in total (Finland 20, Sweden 45, Denmark 20) Websites at least of ‘Generation 3’

Key Elements for electronic Local Authorities’ Networks Usability Policy Making Economic Development Personal Documents Credits and Loans Information Education Building Permits Environment Culture and Leisure WEB-SCAN Scope services scanned

Key Elements for electronic Local Authorities’ Networks WEB-SCAN Methodology Web-Scan Tool Request / Application: level of interactivity Handling: response to external demand Help: interactivity and modality of support Modality of appearance: accessibility BenchMark Net PWC Consulting Tool On-line questionnaire / database On-line handling and processing of data

Key Elements for electronic Local Authorities’ Networks Web-Scan Considerations Considerations on results: Results do not describe status of e-Government in Member State Results describe quality of service delivery of ‘top’-websites. Caution when comparing results between Member States No random selection: at least ‘Generation 3’ No equal distribution of websites over generations Differences in scanned fraction per Member State Still, it gives a good indication!

Key Elements for electronic Local Authorities’ Networks Web-Scan Considerations On the basis of selection of Case Studies: some modification required to optimise tool: Self-Assessment Tool Overall correlation: 0,63 Correlation high for ‘real services’ Problems with ‘Generation 1’ and ‘Generation 2’ ServiceCorrelation Generation Calculated and Generation Estimated Usability0,53 Policy making0,52 Information0,49 Culture & leisure0,62 Economic development0,66 Personal documents0,61 Credits & loans0,70 Education0,77 Building permits0,67 Environment0,57

Key Elements for electronic Local Authorities’ Networks WEB-SCAN RESULTS 50 Case Studies Selection of 100 best-practices With the help of the Web-Scan Tool Per Country First per Service (sometimes second) Selection of 50 Case Studies Analysis of 100 best-practices Exploration knowledge / experience of expert team selection of 35 Case Studies based on excellent service delivery selection of 15 Case Studies based on overall functionalities and outstanding strategic and technical approaches good spread over services and Member States

Key Elements for electronic Local Authorities’ Networks WEB-SCAN RESULTS European Union Member States

Key Elements for electronic Local Authorities’ Networks WEB-SCAN RESULTS European Union Member States

Key Elements for electronic Local Authorities’ Networks ‘Culture & Leisure’, ‘Information’ and ‘Policy Making’ are offered most often by the websites of the local authorities, ‘Education’ almost nowhere. The average level of maturity of the services lies between Generation 2 and Generation 3. There is no correlation between size of local authority and generation, which means that bigger does not automatically is not better. The variation in generations is high in Italy, France and Belgium, which means that there are big differences in level of service delivery between the different local authorities. The variation is low in Sweden, Denmark and Luxemburg (low spread) indicating small differences in level of service delivery between the different local authorities. WEB-SCAN RESULTS European Union Member States

Key Elements for electronic Local Authorities’ Networks WEB-SCAN RESULTS

Key Elements for electronic Local Authorities’ Networks WEB-SCAN RESULTS

Key Elements for electronic Local Authorities’ Networks WEB-SCAN RESULTS Selected Case Studies

Key Elements for electronic Local Authorities’ Networks WEB-SCAN RESULTS Selected Case Studies

Key Elements for electronic Local Authorities’ Networks NEXT STEPS Benchmark Contact 50 Case Studies Meeting at EISCO 2002 Cagliari Benchmark based on EFQM Model Site Visits (period July – September 2002) Conclusions

Key Elements for electronic Local Authorities’ Networks NEXT STEPS Roadmaps Preparation of Roadmaps based on Benchmark Related to: Organisational Aspects Financial Aspects Leadership Aspects Technological Aspects

Key Elements for electronic Local Authorities’ Networks More info Tomorrow meeting at am