Experiences of successful e-Government services

Page 1e-Forum

Encouraging e-Government excellence in Europe

Experiences of successful e-Government services

LORIS 2004 Conference

Marc RibesBoard's Member of the e-Forum Association

President of CTM"Consulting in Technology and Management for

e-Governement"[email protected]

Ph: +33 6 80 61 93 74

Page 2e-Forum Encouraging e-Government excellence in Europe

Administration

Portal

Government and e-Government

e-procurement e-democracy service -centres

Administration #1

Administration #2

e-healthe-learninge-procedures


Implications

Procedures, information systems and the administration itself require reorganization Interconnection at all levels An opportunity to streamline procedures, increase effectiveness &

efficiency Adaptation of the legal environment

Access for everyone Reduction of the digital divide Internet access at low cost, kiosks,...

Multi-channel access to on-line services Intermediation function e-procedures, services centers,... G2C, G2B, G2G


service operation

hosting &

operation

back-office

integration

frontoffice

pro-cessing

inter-face

ITplatform

Internet connectivity

end-user support

process re-engineering

electronic certificates

mar

ketin

g /

com

mun

icat

ion legal and financial aspects

e-pa

ymen

t

data security

platform security

Projects as a context


Paving the way fore-Government with the

structural fundsInternally

Administration’s readiness evaluation

Strategic roadmap definition

Upgrade of internal capacities (network, legacy systems)

Re-engineering of internal organisation

Externally Selection of domains for

experiments For businesses For individuals

Launching of pilots in selected regions

Generalisation to other regions


Some golden rules

A strong political leadership is necessary

Think big, start small, scale fast

Operation is a key issue

Measure the return on investment and communicate

Do not reinvent the wheel, rely on best practices


Some examples

UK – Liverpool City Council: Liverpool Direct

Austria – Burgenland: Technologie Zentrum Eisenstadt

Greece – University of Athens: Greek schools network


UK – Liverpool Direct

Main objectives To transform the relationship with the citizens using ICT To improve the council economy To reduce bureaucracy

Development of Liverpool Direct, a service centre dealing with face-to-face contacts, phone calls and e-mails

In figures: 6 'new generation' customer contact centres ( 12) 45,000 calls per week 255 employees ( 500) 24 x 7

http://www.liverpool.gov.uk


Results

Cutting costs, enabling to reduce taxes by 3% Debt collection: £500,000 in the first 8 weeks New electronic telephone directory saving £60,000 per

year Human Resources intranet allowed to reduced staff

from 206 to 120 Digitalisation leads to reduction of space and sales of

buildings Better condition of work driving to less absenteeism The keys for success:

Political involvement Public-private partnership (Liverpool Direct Limited) Business Process Reengineering


Austria - Burgenland

Objective: To transform a region known for its vineyards into a place dedicated to the development of state-of-the-art technology

Under Objective 1, European grants totalling EUR 7.2 millions have led to the creation of "Technologie Zentrum Eisenstadt (TZE)" in 1997

Today, TZE hosts multinational firms, SMEs and young start-ups specialising in information technology

The Technology Centre consists in ultramodern buildings and rooms with all the digital and IT facilities

needed for activities based on advanced communication technologies

various collective facilities, such as a videoconferencing room.

http://www.tze.at/


Results

Creation of a pole of attraction Choice of Eisenstadt based on its population

characteristics Key results:

since 1997, economy of the Eisenstadt basin has grown on average by 3.6% per annum

Creation of an additional 5 200 jobs Burgenland now more competitive while offering numerous

training and long-term employment opportunities Creation of four other centres in Burgenland, based on the same

model but specialised in other sectors


Greece – Schools network

Objective: Creation of an Online educational community Creation of a national infrastructure for innovative education methods and

practices Exploiting the latest information and communications technologies (ICT)

and e-learning applications to establish a new educational network Incorporates primary schools, secondary schools and the administrative

offices of the Ministry of Education (over 8,000 units) Four different levels:

In situ infrastructure: provision of computers and local network hardware tailored to specific educational needs

Network connectivity through a complex communication infrastructure (backbone network, decentralised distribution network and access network that interconnects users to the nearest point of presence.

telematics services for education, collaboration and communication to its users

educational content, provided through a portal specifically designed for the needs of the project

http://www.sch.gr/index_en.php


Results

Under Objective 1, European grants totalling EUR 26.2 millions (Total budget (1999-2005): EUR 44 millions)

Key figures: More than 1.100 administrative units have access to GSN’s services More than 8.000 teachers have personalized access to GSN’s services

and almost 5.000 have personal dialup account More than 1.000 new dialup users per week Connection progress (May 2003)

Primary schools: 58% Secondary schools: 100%

Main aspects: Building of a dedicated backbone vs ISP Use of open source software Content control

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Encouraging e-Government excellence in Europe

Thank you for your attentionThank you for your attention

[email protected]

Ph: +33 6 80 61 93 74

Documents

Experiences of successful e-Government services