1. e-Government e- Government WG Surveys of the Greek Presidency e- Economics 27-28 February 2003 Ministry of Interior Affairs, Public Administration & Decentralization

2. e-Government Presentation Summary “Methodological framework for the financial sustainability of e-government projects: tools, issues and techniques – The case of One-Stop Shops for citizens (KEP)” Undertaken by the Consultant* of the “Politeia” Operational Program on behalf of the Greek Ministry of Interior & Decentralization PRESENTED BY: John Kyriazoglou * Three company Consortium: DIADIKASIA, KPMG, HYPODOMI

3. e-Government AGENDA  PART 1: Issues in e-Government and e- Economics (Description and principles of e-Gov in the framework of e-economy)  PART 2: A Study of One-Stop Shops (KEP) (Issues related to the Study of the One-Stop Shops (KEP:the Greek Case))

4. e-Government  PART 1: e-Government (e-Gov) and e-Economics Issues PART 1: Issues in e-Gov and e-Economics

5. e-Government e-Government: The full use of ICT (Information and Communications Technologies) to enable the provision of quick, effective and efficient services to citizens (and other stakeholders) in their transactions with state institutions European Union Support Packages: Info.Society O.P., e-Europe 2005 Action Plan Principles of e-Government: –Accountability, transparency and fair treatment –Efficient and effective services delivery –Effective governance & cost-effective economic development PART 1: Issues in e-Gov and e-Economics

6. e-Government SERVICE ECONOMY: Services touch the lives of every person in every country (health, education, recreation, etc) POST-INDUSTRIAL SOCIETY: Services is the pre- dominant economic activity. ICT (technology, systems), and related cultural components enable and energize the provision of such services.Goods have shorter life-cycles PUBLIC ADMINISTRATION: Plays a critical role in providing Services for its stakeholders, a stable environment for investment and economic growth Service Economy = Experience Economy PART 1: Issues in e-Gov and e-Economics

7. e-Government PART 1: Issues in e-Gov and e-Economics State/ Local Authorities/Chambers/NGOs/Banks Events Citizens

8. e-Government PART 1: e-Gov and e-Economics (issues to resolve) The “Measurement Gap” of e-Government Why a cost-benefit analysis of the e-government is difficult? How can we quantify the hidden cost of e- government? What is the value created by e-government projects? Assessment Methods Funding for e-government

9. e-Government  Measurement is not an evaluation benchmarking  To Measure We Must quantify inputs and outputs relate inputs to outputs We still lack an integrated framework for measuring e- Government! PART 1: e-Gov & e-Economy (measurement gap)

10. e-Government Why a cost-benefit analysis of e-government is difficult?  WE MUST: (1) find costs and benefits uniquely associated with e- government projects (2) measure them  Lack of mechanism that identifies secondary policy effects  Can other Methods/Tools (e.g., Cost-Effectiveness, Cost-Utility, Cost-Feasibility, etc.) be used? PART 1: Issues in e-Gov and e-Economics

11. e-Government  HIDDEN COSTS: We must make the hidden cost visible (e.g., account for the overheads associated with initial capital expenditures, maintenance, amortization, personnel salaries and remuneration schemes, hardware and software integration and maintenance, data conversion and integration, training, etc.)  BUSINESS PERFORMANCE IMPROVEMENT: We must account for the re-engineering of a public agency!  COSTING MODELS: We must think about activity-based costing, BEYOND BUDGETING, etc., in the public sector PART 1: e-Gov and e-Economics (hidden costs)

12. e-Government Value creation is due to: Cost Reduction: same output at less cost Efficiency: more output at same cost Speed: same output at less time Quality: better output Innovation: new output ICT use: delivering value through technology  END RESULT: Higher Value in the services provided Citizen is at the center PART 1: e-Gov & e-Economy (value creation)

13. e-Government Integrate Budget And Performance : Cost assessment and cost-performance analysis, etc. Integrate Budget With Strategy : Use of strategic tools, such as Business Balanced Scorecard Other methods : e.g. Beyond Budgeting approach PART 1: e-Gov & e-Economy (Assessment Methods)

14. e-Government The challenge  secure continuous sources of funding, beyond “feast and famine” cycles of public funding  Demonstrate value to citizens and stakeholders Some of the possibilities Fee-based e-services,sponsoring, advertisement Establishment of Private-Public Partnerships PART 1: e-Gov and e-Economics issues (funding)

15. e-Government PART 2: A Study of One-stop Shops (KEP)  PART 2: A Study of One-Stop Shops for Greek Citizens (KEP)

16. e-Government PART2: KEP Conceptual Overview Citizens and businesses Case Manager Back-Office Support Systems Citizens and businesses Case Manager Back - Office Support Systems

17. e-Government PART 2: KEP Operating Environment  Definition of One-Stop Shops (KEP)  Description of Objectives, services provided, benefits accrued so far, internal operating conditions, etc.  History of previous attempts (Successes, Failures)  Administrative Framework in terms of Legal, Regulatory, and Institutional Rules, Conditions, Policies, and Operating Parameters  Cost Analysis

18. e-Government PART 2: KEP Financing Financing Mechanisms & Strategies  Present: Funding Sources, Strategy, Financing Horizon  Problems and Critical Issues of Funding  Future Financing Issues, Mechanisms & Strategies (Greek State Budget, Ministry Budgets, Local Authorities Budgets, Content Selling Strategies, Web Advertising, Services Provision Payment Schemes, Supermarket Approach, Beyond Budget Strategic Schemes, etc.)

19. e-Government  Ultimate Goal: Self–Funded Electronic One- Stop Shops for the Greek Citizen This may be achieved by the use of: International Experience: How to use International Experience to ensure sustainability Of One-Stop Shops Revenue creation : How to create new revenues Funding strategy : An Action Plan for New Funding Mechanisms PART 2: KEP Financing Goal

20. e-Government  Manual systems  Solid/Monolithic state structures  Semi-service culture  Automated systems  e-governance structures  Added value service culture PRESENT >>>>FUTURE PART 2: KEP-Aiming at the future

21. e-Government e- Economics Thank you