What New Delivery Mechanisms & Institutions Do We Need? 15 December 2004 Peter Blair Local e-Government Team Office of the Deputy Prime Minister Peter Blair Local e-Government Team Office of the Deputy Prime Minister

Agenda for Todays Talk New capabilities Realising the benefits Intermediaries Obstacles Implications for service delivery New capabilities Realising the benefits Intermediaries Obstacles Implications for service delivery

New capabilities assisting local government to achieve 100% capability in electronic delivery of priority services by 2005, in ways that customers will use.

New capabilities Local e-government is about….Transforming services - making them more accessible, more convenient, more responsive and more cost-effective… It can make it easier to join up local services… It can help improve the customers experience of dealing with local services (Nov 2002, p5) Local e-government is about….Transforming services - making them more accessible, more convenient, more responsive and more cost-effective… It can make it easier to join up local services… It can help improve the customers experience of dealing with local services (Nov 2002, p5)

New capabilities joined up accessible delivered/supported electronically delivered jointly delivered seamlessly open and accountable used by e-citizens joined up accessible delivered/supported electronically delivered jointly delivered seamlessly open and accountable used by e-citizens

Realising the benefits Making Efficiency gains - especially post Gershon Take-up - let citizens transact how and when they want Offer better specialist support to citizens - e.g. re- deploying existing resources to meet lifestyle changes and changing expectations Deliver modern and innovative services in an effective way - i.e. ensuring that both front and back office infrastructure is in place Making Efficiency gains - especially post Gershon Take-up - let citizens transact how and when they want Offer better specialist support to citizens - e.g. re- deploying existing resources to meet lifestyle changes and changing expectations Deliver modern and innovative services in an effective way - i.e. ensuring that both front and back office infrastructure is in place

The role of intermediaries - some e-payment examples Paying housing rent over Post Office counter Paying London Congestion Charge through a payment terminal in a newsagent Submitting & paying for a planning application through the Planning Portal Paying Council Tax on an online bills portal Paying housing rent over Post Office counter Paying London Congestion Charge through a payment terminal in a newsagent Submitting & paying for a planning application through the Planning Portal Paying Council Tax on an online bills portal

E-payment intermediaries Payment networks - e.g. corner shops, Post Offices M-payments - e.g. according to Transport for London, 20% of c-charge payments are made using SMS Niche intermediary portals - e.g. Planning Portal Electronic Bill Presentment & Payment Services - i.e. view and pay Local Authority bills alongside other household bills such as telephone or electricity Payment networks - e.g. corner shops, Post Offices M-payments - e.g. according to Transport for London, 20% of c-charge payments are made using SMS Niche intermediary portals - e.g. Planning Portal Electronic Bill Presentment & Payment Services - i.e. view and pay Local Authority bills alongside other household bills such as telephone or electricity

Obstacles to better e-enabled services Authentication - Government Connect initiative provides value for money route towards achieving a nation-wide government trust model Data sharing - operational experience clearly demonstrates that local authorities can work alongside the existing legal matrix to identify sensible and workable boundaries for data sharing initiatives Joint working - driving through benefits of e-government investment to develop more focussed delivery vehicles with private and voluntary and community, as well as public, sector partners Authentication - Government Connect initiative provides value for money route towards achieving a nation-wide government trust model Data sharing - operational experience clearly demonstrates that local authorities can work alongside the existing legal matrix to identify sensible and workable boundaries for data sharing initiatives Joint working - driving through benefits of e-government investment to develop more focussed delivery vehicles with private and voluntary and community, as well as public, sector partners

Implications for service delivery The old cost relationship between communication & distance is defunct Post likely demand for new models for service that help realise the full potential of e- government investment Gemeinschaft vs Gesellschaft - if we can close the interrelation of state and community through technology, can the organization and order of local life and culture be reborn? The old cost relationship between communication & distance is defunct Post likely demand for new models for service that help realise the full potential of e- government investment Gemeinschaft vs Gesellschaft - if we can close the interrelation of state and community through technology, can the organization and order of local life and culture be reborn?

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