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Electronic Governmentand Electronic Services
Dr. Dimitris GouscosGeneral Secretariat for Information Systems
Greek Ministry of Finance
ISSS Conference, March 2001
The notion of Electronic Government
An integral system of
political objectives organisational procedures information content ICT technologies
operating within Public Administration so as to contribute to fulfillment of its mission.
Electronic Government and Electronic ServicesDr. Dimitris Gouscos mailto:[email protected] Secretariat for Information Systems – Greek Ministry of Finance http://www.gsis.gov.gr
The notion of Electronic Government (cont’d)
Electronic Government
is not a mere technological infrastructure or strategy
but rather a new integrated style of Public Administrationorganisation and operations.
Electronic Government and Electronic ServicesDr. Dimitris Gouscos mailto:[email protected] Secretariat for Information Systems – Greek Ministry of Finance http://www.gsis.gov.gr
Electronic Government for Whom ?
Electronic Government for
all citizens and businesses that Public Administration has a mission to serve,
including those handicapped due to physical, social, economic, geographical or cultural factors.
Electronic Government and Electronic ServicesDr. Dimitris Gouscos mailto:[email protected] Secretariat for Information Systems – Greek Ministry of Finance http://www.gsis.gov.gr
Electronic Government for Which Strategic Objectives ?
for Social Cohesion basic principle : Planning for All
for Quality of Life and Business Competitiveness basic principle : High Quality of Service
for Administrative Convergence basic principle : Cost Efficiency
Electronic Government and Electronic ServicesDr. Dimitris Gouscos mailto:[email protected] Secretariat for Information Systems – Greek Ministry of Finance http://www.gsis.gov.gr
Foundations for Electronic Government
internal electronic administration
electronic collaboration with business partners (administration agents, banking system, procurers etc)
electronic services for citizens and businesses
Electronic Government and Electronic ServicesDr. Dimitris Gouscos mailto:[email protected] Secretariat for Information Systems – Greek Ministry of Finance http://www.gsis.gov.gr
Why are Electronic Services Necessary ?
because Public Administration plays a central role
due to entropic trends towards bureaucratic complexity
because productive time is precious
because the public demands higher quality of service
Electronic Government and Electronic ServicesDr. Dimitris Gouscos mailto:[email protected] Secretariat for Information Systems – Greek Ministry of Finance http://www.gsis.gov.gr
Strategic Objectives for Electronic Services
citizens and business needs first and foremost
(life events, business events) support «e-citizens» and «e-businesses» facilitate access quality of results no problems, no errors, no dissatisfaction
Electronic Government and Electronic ServicesDr. Dimitris Gouscos mailto:[email protected] Secretariat for Information Systems – Greek Ministry of Finance http://www.gsis.gov.gr
Strategic Objectives for Electronic Services(cont’d)
exploit information content
add value to offered services
shift of culture towards quality, effectiveness
prestige for public service
Electronic Government and Electronic ServicesDr. Dimitris Gouscos mailto:[email protected] Secretariat for Information Systems – Greek Ministry of Finance http://www.gsis.gov.gr
The Ultimate Electronic Service
a. ubiquity any service to any citizen or business in any place (workplace, domestic, public etc) any time (24x7 availability) any communication channel (Internet, phone, fax etc) any native language (national or non-national) any IT skills (e.g. ability to type)
Electronic Government and Electronic ServicesDr. Dimitris Gouscos mailto:[email protected] Secretariat for Information Systems – Greek Ministry of Finance http://www.gsis.gov.gr
The Ultimate Electronic Service (cont’d)
b. uniqueness of reference single point of service for all cases single sign-on for all services single session for any service transparent complexity, virtual integration
Electronic Government and Electronic ServicesDr. Dimitris Gouscos mailto:[email protected] Secretariat for Information Systems – Greek Ministry of Finance http://www.gsis.gov.gr
The Ultimate Electronic Service (cont’d)
c. de-materialisation no paper documents no paper money no physical transport no physical waiting
Electronic Government and Electronic ServicesDr. Dimitris Gouscos mailto:[email protected] Secretariat for Information Systems – Greek Ministry of Finance http://www.gsis.gov.gr
The Ultimate Electronic Service (cont’d)
d. quality and cost effectiveness maximum reliability of results maximum quality of service minimum time of completion minimum difficulty of access minimum cost of use
Electronic Government and Electronic ServicesDr. Dimitris Gouscos mailto:[email protected] Secretariat for Information Systems – Greek Ministry of Finance http://www.gsis.gov.gr
Integration Levels for Electronic Services
convenience store approach
provision of services in a broad spectrum of subjects, without (in the general case) particular relationships
portal approach
provision of entrance points to various services offered by other sites, with the capability for transparent transition to them
Electronic Government and Electronic ServicesDr. Dimitris Gouscos mailto:[email protected] Secretariat for Information Systems – Greek Ministry of Finance http://www.gsis.gov.gr
Integration Levels for Electronic Services (cont’d) first-stop approach
provision of introductory information for various services, without capability of carrying on the interaction for completing transactions
true one-stop approach
provision of information about services that correspond to end user life events, with the capability of completing transactions through transparent integration of internal processes
Electronic Government and Electronic ServicesDr. Dimitris Gouscos mailto:[email protected] Secretariat for Information Systems – Greek Ministry of Finance http://www.gsis.gov.gr
Taxonomic Categories of Electronic Services (ICDT Model)
information services
provision of non-personal information to any end user(e.g. phone directories, legal texts etc.)
communication services
(bi-directional) reception of and response to electronic messages(requests, complaints, notifications etc.)
Electronic Government and Electronic ServicesDr. Dimitris Gouscos mailto:[email protected] Secretariat for Information Systems – Greek Ministry of Finance http://www.gsis.gov.gr
Taxonomic Categories of Electronic Services (ICDT Model, cont’d)
distribution services access distribution
establishment of points of access to offered services in public places or through public infrastructures(e.g. public infokiosks with access to web sites, information services accessible through public phone numbers)
Electronic Government and Electronic ServicesDr. Dimitris Gouscos mailto:[email protected] Secretariat for Information Systems – Greek Ministry of Finance http://www.gsis.gov.gr
Taxonomic Categories of Electronic Services (ICDT Model, cont’d) distribution services (cont’d)
content distribution
provision of personal information to individuals(e.g. information on filed tax forms, VAT no checking, information on debts)
transaction services
provision of transaction procedures involving exchange of documents and/or money(e.g. filing of VAT forms, payment of taxes)
Electronic Government and Electronic ServicesDr. Dimitris Gouscos mailto:[email protected] Secretariat for Information Systems – Greek Ministry of Finance http://www.gsis.gov.gr
Electronic Services Providers and Users
Government (G)
(Public or Regional/Local Administration agencies)
Business (B)
Citizens (C)
G2G, G2B, G2C schemes
other cases (intermediaries, etc.)
Electronic Government and Electronic ServicesDr. Dimitris Gouscos mailto:[email protected] Secretariat for Information Systems – Greek Ministry of Finance http://www.gsis.gov.gr
Business Planning of Electronic Services
not “in vacuum” business infrastructures
a. identify critical areas of service
b. identify priorities
c. identify business partners and build consensus
d. determine pilot application
Electronic Government and Electronic ServicesDr. Dimitris Gouscos mailto:[email protected] Secretariat for Information Systems – Greek Ministry of Finance http://www.gsis.gov.gr
Pilot Planning of Electronic Services
think big, start small no full-scale deployment no exhaustive-case implementation
a. identify base case
b. develop main functionality
c. satisfy basic non-functional requirements
d. plan for roll-out
e. establish a use motivation policy
Electronic Government and Electronic ServicesDr. Dimitris Gouscos mailto:[email protected] Secretariat for Information Systems – Greek Ministry of Finance http://www.gsis.gov.gr
Pilot Planning of Electronic Services (cont’d)
a. identify the base case based on criteria of usability critical population of end users implementability
c. satisfy basic non-functional requirements service availability simplicity of use security of service, infrastructures, content
Electronic Government and Electronic ServicesDr. Dimitris Gouscos mailto:[email protected] Secretariat for Information Systems – Greek Ministry of Finance http://www.gsis.gov.gr
Pilot Planning of Electronic Services (cont’d)
d. plan roll-out according to principles of emphasis in communication with end users compliance to announced time schedule reliability in functional and non-functional issues maintenance of “critical momentum”
e. establish a use motivation policy awareness channels for prospective users various sorts of motives (not only economic)
Electronic Government and Electronic ServicesDr. Dimitris Gouscos mailto:[email protected] Secretariat for Information Systems – Greek Ministry of Finance http://www.gsis.gov.gr
Functional Design of Electronic Services
a. maximal access facilitation
b. minimal access constraints
c. remote service provision and delivery
d. true one-stop integration
e. user friendliness
Electronic Government and Electronic ServicesDr. Dimitris Gouscos mailto:[email protected] Secretariat for Information Systems – Greek Ministry of Finance http://www.gsis.gov.gr
Functional Design of Electronic Services (cont’d)
a. maximal access facilitation popular communication channels
(e.g Internet, telephony) minimal cost of access and use
(possibly only communication costs)
Electronic Government and Electronic ServicesDr. Dimitris Gouscos mailto:[email protected] Secretariat for Information Systems – Greek Ministry of Finance http://www.gsis.gov.gr
Functional Design of Electronic Services (cont’d)
b. minimal access constraints geographic and social dispersion of access points uninterrupted availability
(24x7 planning, contingency planning) support for non-nationals
(user interface, information content, forms) support for IT-illiterate
(e.g. minimal typing, simple menus)
Electronic Government and Electronic ServicesDr. Dimitris Gouscos mailto:[email protected] Secretariat for Information Systems – Greek Ministry of Finance http://www.gsis.gov.gr
Functional Design of Electronic Services (cont’d)
c. remote service provision and delivery registration to the service receipt of credentials
(e.g. username/password, digital signature) use of the service delivery of results
Electronic Government and Electronic ServicesDr. Dimitris Gouscos mailto:[email protected] Secretariat for Information Systems – Greek Ministry of Finance http://www.gsis.gov.gr
Functional Design of Electronic Services (cont’d)
d. true one-stop integration single point of access for all services single sign-on scheme for all services a single session and process for every service transparent complexity, virtual integration
Electronic Government and Electronic ServicesDr. Dimitris Gouscos mailto:[email protected] Secretariat for Information Systems – Greek Ministry of Finance http://www.gsis.gov.gr
Functional Design of Electronic Services (cont’d)
e. user friendliness design ergonomics similarity of electronic forms to familiar printed ones compilation of FAQ lists and answers response scheme for exceptional cases
Electronic Government and Electronic ServicesDr. Dimitris Gouscos mailto:[email protected] Secretariat for Information Systems – Greek Ministry of Finance http://www.gsis.gov.gr
Technologies for Accessing Electronic Services
provision through Internet (WWW, email)
access devices : desktop, laptop, palmtop PCs, PDAs
infokiosks, ISDN cardphones
set-top boxes, interactive TV
provision through Internet + gateways (WAP/SMS)
access devices : mobile phones
Electronic Government and Electronic ServicesDr. Dimitris Gouscos mailto:[email protected] Secretariat for Information Systems – Greek Ministry of Finance http://www.gsis.gov.gr
Technologies for Accessing Electronic Services (cont’d)
provision through call centers (human operators, IVR)
access devices : fixed, mobile, public phones
provision through fax servers
access devices : fax machines, fax-enabled PCs
Electronic Government and Electronic ServicesDr. Dimitris Gouscos mailto:[email protected] Secretariat for Information Systems – Greek Ministry of Finance http://www.gsis.gov.gr
desktop/laptop PCpalmtops, PDAs
public kiosk or ISDN cardphone
mobile telephony
fixed telephony
webinterface
call-centerinterface
e- service content
information servicescommunication
servicesdistribution servicestransaction services
service scheme 1
banking services postage services
service scheme N
end-users e-service hubgovernment and administration
service schemes
Complementarythird-party services
Electronic Government and Electronic ServicesDr. Dimitris Gouscos mailto:[email protected] Secretariat for Information Systems – Greek Ministry of Finance http://www.gsis.gov.gr
Technical Design of Electronic ServicesGuidelines for Technical Benefits
a. minimal re-engineering of internal IT infrastructures
(e.g. develop just user interface over internal application for service S in order to e-enable it and provide e-S)
b. maximal exploitation of internal IT infrastructures
(e.g. re-use application code of service S for input validation checks performed by the user interface of e-S)
Electronic Government and Electronic ServicesDr. Dimitris Gouscos mailto:[email protected] Secretariat for Information Systems – Greek Ministry of Finance http://www.gsis.gov.gr
Technical Design of Electronic ServicesGuidelines for Technical Benefits (cont’d)
c. do not compromise security level of internal infrastructures
(e.g. connect off-line to internal databases and information flows)
d. satisfactory security level for e-services
(proportionality principle : intensity of counter-measures should be proportional to the consequences of risks)
Electronic Government and Electronic ServicesDr. Dimitris Gouscos mailto:[email protected] Secretariat for Information Systems – Greek Ministry of Finance http://www.gsis.gov.gr
Technical Design of Electronic ServicesGuidelines for Non-Technical Benefits
a. exploit opportunities for server-side applications(so as to minimize necessary client-side infrastructures and investments for end-users)
b. make message specifications available to third-parties
(so as to allow for integration of COTS softwarewith offered e-services)
c. avoid technological preferentiality
(e.g. allow access from any browser/OS, any ISP etc)
Electronic Government and Electronic ServicesDr. Dimitris Gouscos mailto:[email protected] Secretariat for Information Systems – Greek Ministry of Finance http://www.gsis.gov.gr
Guidelines for Selecting Technological Platforms for Electronic Services
a. technological maturity
(stability, performance, security)
b. installed base
c. industrial support, promotion as standard
d. total cost of ownership
(incl. cost of procurement, training, tech. support etc)
e. economic cost/benefit relationship
Electronic Government and Electronic ServicesDr. Dimitris Gouscos mailto:[email protected] Secretariat for Information Systems – Greek Ministry of Finance http://www.gsis.gov.gr
Technical Interoperability Guidelines :www.citu.gov.uk
Electronic Government and Electronic ServicesDr. Dimitris Gouscos mailto:[email protected] Secretariat for Information Systems – Greek Ministry of Finance http://www.gsis.gov.gr
Evaluating the Performance of Electronic Services
a. quality indicators availability level transaction completion time error frequency security level
b. attractiveness indicators active user satisfaction prospective user interest
Electronic Government and Electronic ServicesDr. Dimitris Gouscos mailto:[email protected] Secretariat for Information Systems – Greek Ministry of Finance http://www.gsis.gov.gr
Evaluating the Performance of Electronic Services (cont’d)
c. user penetration indicators active users (absolute no, in relation to prospective) registration rate de-registration rate
d. business penetration indicators e-transactions (absolute no, in relation to total)
Electronic Government and Electronic ServicesDr. Dimitris Gouscos mailto:[email protected] Secretariat for Information Systems – Greek Ministry of Finance http://www.gsis.gov.gr
Evaluating the Performance of Electronic Services (cont’d)
e. business performance indicators economic cost (TCO of e-service schemes) economic benefit (reduction of operational costs) business benefit (e.g. speed-up business transactions) contribution to business goals (case-specific)
Electronic Government and Electronic ServicesDr. Dimitris Gouscos mailto:[email protected] Secretariat for Information Systems – Greek Ministry of Finance http://www.gsis.gov.gr
On-Line Taxation Services in Greece
some 5,000,000 taxpayers
TAXIS information system 2nd CSF funds (65 Meuros, 1997-2000) 300 tax offices all over Greece > 95% of transactions (100% in 2001)
Electronic Government and Electronic ServicesDr. Dimitris Gouscos mailto:[email protected] Secretariat for Information Systems – Greek Ministry of Finance http://www.gsis.gov.gr
On-Line Taxation Services in Greece (cont’d)
IT penetration Internet : 12% fixed telephony : near 100% mobile telephony : 50%
legislative framework Data Protection Act (1997) Digital Signatures Act (2001) Taxation Reform Act (2001)
Electronic Government and Electronic ServicesDr. Dimitris Gouscos mailto:[email protected] Secretariat for Information Systems – Greek Ministry of Finance http://www.gsis.gov.gr
GSIS Electronic Service Web Sites :www.gsis.gov.gr
Electronic Government and Electronic ServicesDr. Dimitris Gouscos mailto:[email protected] Secretariat for Information Systems – Greek Ministry of Finance http://www.gsis.gov.gr
GSIS Electronic Service Web Sites (cont’d) :www.taxisnet.gr
Electronic Government and Electronic ServicesDr. Dimitris Gouscos mailto:[email protected] Secretariat for Information Systems – Greek Ministry of Finance http://www.gsis.gov.gr
User and Business Penetration of GSIS Electronic Services(figures from May 2000, as of February 2001)
a. e-VAT (via TAXISnet) registered users
65,000 (approx. 8%) filed forms
65,000 registration rate
approx. 300/day
b. e-Certificates (via TAXISphone) registered agencies
2,900 (approx. 43%) certificates issued
44,000 registration rate
approx. 300/month
Electronic Government and Electronic ServicesDr. Dimitris Gouscos mailto:[email protected] Secretariat for Information Systems – Greek Ministry of Finance http://www.gsis.gov.gr
User and Business Penetration of GSIS Electronic Services (cont’d)(figures from May 2000, as of February 2001)
c. e-IncomeTaxInfo (via TAXISnet, TAXISphone) info requests
4,000,000 (approx. 40%) request rate
approx. 17,000/day
d. e-Info (via GSIS web site) registered users
2,500 + e-service users request rate
approx. 2,000/month registration rate
approx. 100/month
Electronic Government and Electronic ServicesDr. Dimitris Gouscos mailto:[email protected] Secretariat for Information Systems – Greek Ministry of Finance http://www.gsis.gov.gr
User and Business Penetration of GSIS Electronic Services (cont’d)(figures for March 2001)
e. e-IncomeTax (via TAXISnet) registered users
30.000 + e-VAT ( 2%) filed forms
2.000
Electronic Government and Electronic ServicesDr. Dimitris Gouscos mailto:[email protected] Secretariat for Information Systems – Greek Ministry of Finance http://www.gsis.gov.gr
e-Government Best Practices - United Kingdom(ukonline.gov.uk)
Electronic Government and Electronic ServicesDr. Dimitris Gouscos mailto:[email protected] Secretariat for Information Systems – Greek Ministry of Finance http://www.gsis.gov.gr
e-Government Best Practices - Italy(funzionepubblica.it)
Electronic Government and Electronic ServicesDr. Dimitris Gouscos mailto:[email protected] Secretariat for Information Systems – Greek Ministry of Finance http://www.gsis.gov.gr
e-Government Best Practices - Portugal(infocid.pt)
Electronic Government and Electronic ServicesDr. Dimitris Gouscos mailto:[email protected] Secretariat for Information Systems – Greek Ministry of Finance http://www.gsis.gov.gr
e-Government Best Practices – United States(firstgov.gov)
Electronic Government and Electronic ServicesDr. Dimitris Gouscos mailto:[email protected] Secretariat for Information Systems – Greek Ministry of Finance http://www.gsis.gov.gr
e-Government Best Practices – Australia(centrelink.gov.au)
Electronic Government and Electronic ServicesDr. Dimitris Gouscos mailto:[email protected] Secretariat for Information Systems – Greek Ministry of Finance http://www.gsis.gov.gr
e-Government Best Practices – Singapore(ecitizen.gov.sg)
Electronic Government and Electronic ServicesDr. Dimitris Gouscos mailto:[email protected] Secretariat for Information Systems – Greek Ministry of Finance http://www.gsis.gov.gr
Electronic Governmentand Electronic Services
Dr. Dimitris GouscosGeneral Secretariat for Information Systems
Greek Ministry of Finance
ISSS Conference, March 2001