e-GOVERNMENT PRIMER October 2009 ACKNOWLEDGEMENTS This e-Government Primer was originally produced as an online e-Government Toolkit by Internews and was peer reviewed by Kerry McNamara and Randeep Sudan. It was later converted to document form by Ana Carrasco and Mather Pfeiffenberger. Jane Treadwell edited this initial version of the Primer extensively and added new material. Lila Hamdad provided further help in updating the links. Final editing and formatting of the Primer were carried out by Tim Kelly and Mather Pfeiffenberger. infoDev thanks them all for their contributions. GLOSSARY A Access to and the Delivery of Public Services E Efficiency in the design and delivery of government services, internal and external P Productivity of businesses, citizens, and employees T Transparency and Strengthening Democracy To cite this publication: infoDev/World Bank, 2009. e-Government Primer, Washington, DC; infoDev/World Bank Available at http://www.infodev.org/publications Table of Contents Chapter 1: Overview .............................................................................................................. 1 What is e-Government? ..................................................................................................................1 Introduction .......................................................................................................................................................... 1 Definitions of e-Government ................................................................................................................................ 2 Theme I: Delivering Public Value through e-Government ....................................................... 5 Chapter 2. Value and Impact of e-Government ................................................................................5 Access to and the Delivery of Public Services and Information ............................................................................ 6 Transparency and Strengthening Democracy ....................................................................................................... 6 Online Engagement and Participation .............................................................................................................. 7 Productivity of businesses, citizens, and employees ............................................................................................ 9 Efficiency in the design and delivery of government services, internal and external .......................................... 9 Broader Economic and Societal Outcomes ........................................................................................................... 9 Chapter 3. E-Government Phases, Frameworks, and Services ........................................................ 11 Introduction ........................................................................................................................................................ 11 The Evolutionary Phases of E-Government ........................................................................................................ 11 Phase 1: Presence – government information is published online .................................................................... 12 Types of e-Government Websites .................................................................................................................. 13 National Entry Points: Gateways or Portals ................................................................................................... 13 Citizen- or Business-Centric Portals ................................................................................................................ 13 Ministry-level Websites .................................................................................................................................. 14 Provincial, Local, and Municipal Websites and Portals .................................................................................. 14 Phase 2: Interaction – users can interact with public officials and organizations .............................................. 14 Phase 3: Transaction - citizens and businesses can complete and secure entire tasks online ........................... 14 Examples of e-Government Services and Applications ...................................................................................... 15 Phase 4: Integration and Transformation – user-centered experience, multiple agency connections .............. 19 E-Participation ................................................................................................................................................ 19 E-Consultation ................................................................................................................................................ 20 e-Decision-making .......................................................................................................................................... 20 Relationships Orientation ................................................................................................................................... 20 Theme II: Governance and Implementation of e-Government .............................................. 23 Chapter 4. Governance of e-Government ...................................................................................... 23 Introduction ........................................................................................................................................................ 23 Defining Governance .......................................................................................................................................... 23 Leadership and Coordinating Bodies .................................................................................................................. 24 Establishing the evidence base ........................................................................................................................... 26 Success = Stakeholder Engagement.................................................................................................................... 27 National and Master Strategies and Plans .......................................................................................................... 27 Business Model and Enterprise Architecture, Policies, and Standards .............................................................. 29 Funding the Strategy and Projects and ongoing Operations – Investment Management ................................. 30 Understanding Costs and Benefits ................................................................................................................. 31 Identifying Benefits ........................................................................................................................................ 31 Financing ........................................................................................................................................................ 32 Donor Support ................................................................................................................................................ 32 Private Sector Relationships ........................................................................................................................... 32 Models of Public-Private Partnerships ........................................................................................................... 34 Important Considerations for PPPs and Other Contracts ............................................................................... 35 Policy and Regulatory Environment for PPPs and Service Contracts ............................................................. 35 Accountability, Roles and Responsibilities .......................................................................................................... 35 Chapter 5. Designing and Implementing e-Government Projects.................................................... 37 Project Governance ............................................................................................................................................ 37 Managing Responsibilities .................................................................................................................................. 38 Design and Reengineer First ............................................................................................................................... 38 Change Management ......................................................................................................................................... 40 The problem ................................................................................................................................................... 40 Investing in Change Management Skills and Actions ..................................................................................... 41 Training and Development of Government Leaders and Civil Servants ............................................................. 41 Awareness, Promotion, and Education of Customers ........................................................................................ 42 Theme III: Enabling Successful e-Government ...................................................................... 43 Chapter 6. Accessing a Trusted, Connected, and Secure Environment ............................................ 43 The Broader Context of Telecom and other ICT Policy ......................................................................................