1. page 1 "Internet and the City" Barcelona, March 21st 2003 21.03.2003 Bertelsmann Stiftung Balanced E-Government Carolin Welzel Bertelsmann Foundation Germany

2. page 2 "Internet and the City" Barcelona, March 21st 2003 21.03.2003 Agenda The Begix-Model Hypothesis and “Emerging Insights” The Balanced E-Government Scorecard Pre-Summary: General tendencies and weaknesses The Begix Tool Five Targets The Tool Analysis and basic recommendations Ten Recommendations for “Good E-Government”

3. page 3 "Internet and the City" Barcelona, March 21st 2003 21.03.2003 “E-Government can be understood as engineering business processes concerning government and administration (Government) by electronic media (information and communication techniques)“ University of Speyer “The term E-Government subsumes the measures of the public sector on the federal, state and local level, using the internet and other electronic media, to make administrative processes more transparent for citizens and companies and to optimize the internal data exchange.” Be rtelsmann Foundation Definitions of Electronic Government

4. page 4 "Internet and the City" Barcelona, March 21st 2003 21.03.2003 E-Government Combining electronic services and E-Democracy offerings from public institutions E-Government Combining electronic services and E-Democracy offerings from public institutions E-Administration / Electronic Service Delivery Public institutions (legislative, executive, judicial system) employ information and communication technologies for their services E-Administration / Electronic Service Delivery Public institutions (legislative, executive, judicial system) employ information and communication technologies for their services E-Democracy Public institutions provide information and communication technology-based information services (transparency) to users and allow influence / feedback (participation) from private as well as commercial users E-Democracy Public institutions provide information and communication technology-based information services (transparency) to users and allow influence / feedback (participation) from private as well as commercial users Balanced E-Government Balanced E-Government - What is it?

5. page 5 "Internet and the City" Barcelona, March 21st 2003 21.03.2003 Hypotheses and “Emerging Insights” I.Successful E-Government programs show a balanced combination of electronic service delivery and E-Democracy. Currently, E-Government decision-makers, however, focus primarily on E-Administration. II.This focus on electronic service delivery might make it more difficult to introduce participatory elements in the future. III.The internet allows a more direct way of self-organization of interested citizens independent of their location. New, linked public service networks are created – they complement the traditional political public and become relevant political players.

6. page 6 "Internet and the City" Barcelona, March 21st 2003 21.03.2003 IV.More participation adds to the complexity of administrative management processes, as influence from citizens as well as technical and financial requirements increase. A coordinating, accountable agency and long-term planning might eventually simplify implementation. V.Better service quality for citizens and business customers as well as improved administrative efficiency are the main benefits of E-Government programs. This will lead to increased customer satisfaction as well as to a better acceptance of the public sector. Cost reduction effects will show only in the medium to long run. VI.There is no international standard formula for the implementation of E-Government programs. There should be, however, some general principles for introducing E- Government services successfully. Hypotheses and “Emerging Insights”

7. page 7 "Internet and the City" Barcelona, March 21st 2003 21.03.2003 Development of target model and hypotheses Development of target model and hypotheses Design of measuring systems (scorecard criteria, level charts / BEGIX) Design of measuring systems (scorecard criteria, level charts / BEGIX) 1st Validation along 60 best practice examples (desk research) and 12 case studies (face-to-face interviews) 1st Validation along 60 best practice examples (desk research) and 12 case studies (face-to-face interviews) Conclusions, evaluation of case studies Revised target model Conclusions, evaluation of case studies Revised target model 2nd Validation by expert council 2nd Validation by expert council Review/Update Measurement of Balanced E-Government: Overview – Course of Action

8. page 8 "Internet and the City" Barcelona, March 21st 2003 21.03.2003 Service Portfolio / Benefits „What services are being offered?“ 11 criteria Efficiency „What is offered, and in what quality?“ 16 criteria Participation „How can individuals influence the decision-making processes?“ 6 criteria Transparency „How transparent and accessible is E-Government for individuals?“ 5 criteria Change Management „How are public organizations adopting E-Government (‚community- oriented‘)?“ 9 criteria dynamic criteria static criteria The Balanced E-Government Scorecard – Five segments with 47 criteria

9. page 9 "Internet and the City" Barcelona, March 21st 2003 21.03.2003 Set of criteria for „Transparency“ Evaluation by deploying level charts “track and trace” transactions active information reactive information no acknowledgement no feedback at all 5 5 4 4 3 3 2 2 1 1 Levels and Level Characteristics 1 point 0,75 points 0,50 points 0,25 points 0 point Topicality of information “Track and trace”/ transparency of transaction services “Track and trace”/ transparency of legislative matters Availability of service-specific directory („red pages“) Technical illustration of political issues

10. page 10 "Internet and the City" Barcelona, March 21st 2003 21.03.2003 61 53 51 31 38 0 50 100 Service Portfolio EfficiencyTransparencyParticipationChange Management BEGIX Average Values E-Democracy Ø 47 Quotations from Interviews “E-Democracy is the poor cousin of electronic service delivery” Don Tapscott, Toronto “We are not even close to E- Democracy, we have to go a long way” Mayi Canales, Dept. of the Treasury, USA “We are only scratching the surface of E-Democracy yet” Dan Chinock, Ex.Office of the President, USA “We could do more. It’s so easy to talk about E-Democracy, it is much more difficult to do some-thing about it” Britta Lejon, Minister for Democracy and Consumer Protection, Sweden “E-Democracy is the poor cousin of electronic service delivery” Don Tapscott, Toronto “We are not even close to E- Democracy, we have to go a long way” Mayi Canales, Dept. of the Treasury, USA “We are only scratching the surface of E-Democracy yet” Dan Chinock, Ex.Office of the President, USA “We could do more. It’s so easy to talk about E-Democracy, it is much more difficult to do some-thing about it” Britta Lejon, Minister for Democracy and Consumer Protection, Sweden It is still a long way from delivering merely administrative services electronically to truly “Balanced” E-Government

11. page 11 "Internet and the City" Barcelona, March 21st 2003 21.03.2003 BEGIX Ø Fairfax Ontario Canada Virginia UK- Online Seattle first.gov Sweden Tameside Hamburg Estland Lewisham Ø 2. Leaders of electronic service delivery 3. “Best of the best” 1. Proficient E-Government cases with further potential for improvement 0 100 Zoomed part Service Portfolio/ Efficiency/ Change Mgmt Participation/ Transparency Total overview – three groups of best practice candidates

12. page 12 "Internet and the City" Barcelona, March 21st 2003 21.03.2003 BEGIX - Online A strategic management tool for the self-evaluation of E-Government projects http://www.begix.de

13. page 13 "Internet and the City" Barcelona, March 21st 2003 21.03.2003 Tool for self evaluation and strategic development “Compass function” for the public sector Bertelsmann Foundation’s offer of service and dialogue Creation of networks for the exchange of experience, expertise and cooperative learning Long-term monitoring of the E-Government landscape, identification of trends and best practices The Online Tool’s Five Targets

14. page 14 "Internet and the City" Barcelona, March 21st 2003 21.03.2003 BEGIX-Online: Results of the Self-Evaluation (N=241)

15. page 15 "Internet and the City" Barcelona, March 21st 2003 21.03.2003 Ensure Transparency Include the Users’ View Develop and Use Standards Tailor-make your Financing Design your Processes thoroughly Allow for Participation Ensure Co-operations 1 1 3 3 6 6 4 4 2 2 5 5 7 7 Provide Service 8 8 Develop Competence Plan your Marketing 9 9 10 Ten recommendations for “Good E-Government”

16. page 16 "Internet and the City" Barcelona, March 21st 2003 21.03.2003 Good e-Government first of all means no more than: good Government. A successful e-Government strategy is not possible within an obsolete administrative structure. 1 Evaluate all current processes and responsibilities. Harmonise process optimisation and the increasing use of electronic means Increase efficiency, public service, cost reduction First Steps Strategy Goals Design processes

17. page 17 "Internet and the City" Barcelona, March 21st 2003 21.03.2003 Review your processes with focus on - increasing efficiency - topic relations (in alignment with customer perspective) 1 Simultaneously define in a strategic masterplan - concrete measures, - goals, - period of time. Order your priority list by - possibilities to implement changes - public demand Review Processes Create responsibilities and new hierarchies Leave space for development in your plans Think online and offline at the same time Joined thinking Create a List of priorites Define a masterplan Flexible planning Adjust hierarchies Design processes Measures

18. page 18 "Internet and the City" Barcelona, March 21st 2003 21.03.2003 A crucial precondition for participation is transparency. This is by no means an end in itself. Transparency rather reflects a new way of understanding of state and administration. The opportunities of new media add a real dimension to it. Thus information becomes comprehensive. 2 carefully structured, easily accessible and comprehensible disclosure of internal decision-making processes and acts of administration Creation of transparent structures and processes Gain in trust, increase of acceptance and frequency of usage, easing of citizen contact First Steps Strategy Goals Create transparency

19. page 19 "Internet and the City" Barcelona, March 21st 2003 21.03.2003 Make the structure and processes of administration transparent in order to increase citizens‘ understanding 2 Increase the willingness to pay fees by publishing exact fees and costs of administrative acts Give citizens the option to always track-and-trace the status of their requests Disclose process information Endeavour transparent bidding procedures and use the opportunities of E-Procurment. As part of the creation of transparency you should include the process of policy- and decision-making. Include decision-making Track-and-trace Transparent fees Disclose procurement information Create transparency measures

20. page 20 "Internet and the City" Barcelona, March 21st 2003 21.03.2003 E-Government is a dynamic concept aiming for an increase of flexibility in the apparatus. To meet this demand it is essential to let the user take part in developing and extending the service portfolio. 4 Obtain customer information through survey Check usage of services Adapt the development strategy to the target groups‘ needs Coordinate the process of Change Management regularly Improve the acceptance of the services on the long term First Steps Strategy Goals Integrate users

21. page 21 "Internet and the City" Barcelona, March 21st 2003 21.03.2003 Conduct regular surveys with clearly focused user groups 4 Form suitable structures of co-operation to exchange data with other developers of E-Government services and applications Evaluate the survey results on a regular basis and let them influence the process of your internal change management Institutionalise Surveys Take advantage of the knowledge of your customers, e.g. through consultations Ease the access to your online-services with specialised training and public terminals Accessibility Exploit the results Organise data transfer Exploit customer knowlwedge Integrate users measures

22. page 22 "Internet and the City" Barcelona, March 21st 2003 21.03.2003 Although obstacles and challenges throughout the process of implementation of E-Government vary in every community, county, ministry, a lot can be learned from each other. Structures, processes and dealing with customers are always quite similar. 6 Develop close ties between administrative departments and different levels of administration (Public Pulic Partnerships) Compare your offers with others Cooperate with potential target groups Procure synergies in development and financing First Steps Strategy Goals Foster cooperations

23. page 23 "Internet and the City" Barcelona, March 21st 2003 21.03.2003 Get new impulse for your ow2n services by comparing your offer with - international examples - national „competitors“ - NGOs - commercial websites 6 Make use of local, regional and national cooperations to conduct experiments and launch test projects Form steering groups with important social actors, to share experiences and examine set goals. Watch competitors Networking Use coalitions Foster cooperations measures

24. page 24 "Internet and the City" Barcelona, March 21st 2003 21.03.2003 The process of implementing E-Government is of concern for everybody: mayors, administrative heads, employees in the administration 9 Parallel process of restructuring, also creation of competences and responsibilities Cushion the concerns about the preservation of the scope of individual organization and scepticism towards new technology by involving all the affected Encourage members of staff to accept the new structures and motivate them to take part in the development First Steps Strategy Goals Build up competence

25. page 25 "Internet and the City" Barcelona, March 21st 2003 21.03.2003 Make sure that there is transparent coordination and clear competence 9 Adapt communication structures to the new work process Build structures of competence on all levels, including every employee Competence coordinate Interconnect your employess to enable the transfer of knowledge Train employess according to their competence Motivate employess with incentives like bonus-offers, certificates, additional responsibilities Offer incentives Structures on all levels Adapt communication Train employees Net knowledge Build up competence measures

26. page 26 "Internet and the City" Barcelona, March 21st 2003 21.03.2003 Bertelsmann Stiftung Thank you for your attention! Carolin Welzel carolin.welzel@bertelsmann.de Bertelsmann Foundation Germany