Government Online National Strategies Best practices and lessons learnt

Maria Isabel Mejia Jaramillo, General Manager, Government Online Program of Colombia

WSIS Forum , Expert group meeting on e-GovernmentMay 13-14, 2010 Geneva

The aim of the Strategy is to contribute on building a more

efficient, transparent and participative

Government, with better services to citizens, enterprises and public servants

by means of taking advantage of ICT

Key message:“Making easier your relationship

with the Government”

It is based upon joint efforts: every public agency across the country is responsible for its implementation

Key success factor:

The role of the Program is to coordinate and to provide tools to public agencies for their Strategy implementation

Research, on-going support, transverse solutions (based on standardization and interoperability), common IT infrastructure, training plans, marketing plans, monitor and evaluation system

Key success factor:

TransformationTransformation

TransactionTransaction

DemocracyDemocracy

InformationInformation

InteractionInteraction

Clear method

guidelines

action plan follow-up

Key success factor:

Sector / Rama / Organismo F1 F2 F3 F4 F5Comercio, Industria y Turismo 99% 98% 95% 84% 71%Agricultura y Desarrollo Rural 100% 100% 100% 60% 88%Educación 96% 99% 89% 81% 70%Función Pública 100% 100% 85% 83% 70%Seguridad 100% 100% 83% 58% 100%Planeación 97% 98% 85% 83% 58%Minas y Energía 97% 92% 78% 80% 66%TIC 100% 100% 100% 40% 80%Estadística 100% 100% 94% 76% 29%Presidencia 100% 96% 90% 86% 13%Organismos de Control 93% 92% 66% 71% 61%Economía Solidaria 100% 98% 80% 67% 40%Rama Judicial 62% 76% 63% 72% 85%Rama Legislativa 76% 91% 86% 76% 33%Ciencia, Tec. e Innovación 96% 98% 79% 80% 15%Hacienda y Crédito Público 94% 80% 66% 57% 75%Defensa 98% 94% 83% 39% 63%Protección Social 97% 91% 73% 45% 47%Ambiente, Vivienda y D.T. 94% 78% 61% 54% 52%Interior y Justicia 96% 79% 54% 63% 33%Organización Electoral 71% 68% 51% 69% 28%Transporte 96% 70% 50% 36% 38%Cultura 87% 52% 32% 60% 33%Relaciones Exteriores 95% 71% 35% 34% 40%Organismos Independientes 72% 74% 46% 30% 15%Universidades e Institutos 50% 47% 26% 43% 17%Corp. Autónomas Regionales 76% 44% 24% 18% 26%

Advice and follow-up of online services offered by public agencies

Key success factor:

And listen to the needs of the users (usage, quality and impact of the services)

Key success factor:

People should be aware of online services so they can use them

Government Online marketing plan

Habit“Good stories make good experiences”

Habit“Good stories make good experiences”

AwarenessIncrease of 333% of the Government

Online awareness (6% to 26%)

AwarenessIncrease of 333% of the Government

Online awareness (6% to 26%)

ExperienceIncrease of 226% of the Government

Online usage (19% to 62%)

ExperienceIncrease of 226% of the Government

Online usage (19% to 62%)

2008

2009

2010

Key success factor:

Offering services from the citizen needs

Stage 4: TransformationStage 4: Transformation

Make changes in the way of providing the services and organizing the procedures around user needs

Organize the procedures using a cluster model based on user needs

Identify, prioritize and optimize clusters of procedures before introducing technology

How to achieve the citizen engagement?

Giving opinions is different from participating on building

Stage 5: DemocracyStage 5: Democracy

Encouraging people to contribute to the construction and controlling of public policies and to participate in decision making

People should be involved from the initial construction of public policies and they should learn about the result of their contributions

How to achieve the citizen engagement?

The fear of the unknown is a natural human feeling

“Lacking of access paradigm” as THE principal obstacle must be reassessed

If people understand the benefits to themselves, they will find the way to access

The biggest barrier is not knowing how to use online services: people must be guided

How to achieve the citizen engagement?

How to achieve the citizen engagement?

Social media is useful but you must understand how each network works

It's not enough to have presence in social media

Each network has its own culture and user characteristics that have to be understood

How to achieve the citizen engagement?

Examples of the usage of Twitter

Twitter can be used beyond a “news post”… could be a support tool for the online

services usage…“Very bad instructions

from the Contact Center of Government Online”

“Why do you think it was a bad service? Tell us please for

take corrective actions”

“I had a problem because of lack of

instructions with the judicial certificated and

I am still waiting my money back”

“Don’t worry, if you couldn’t made the transaction you will have a refund. About the service, you can put a complaint and make a follow up: these are mechanisms of citizens

to improve the program. In any case, we deeply regret the inconvenience. Tell us if you

need more help from us”

“Thank you for having responded my comment. I am positively impressed!

And to be honest, I would like that all the companies treat me this way”

“Thanks, we are here for any other concern you have”

How to achieve the citizen engagement?

Examples of the use of Twitter

Or to help people realize how things have changed

“Well I renewed my judicial certificate, I had not done it for

3 years...”

“Did you do it online? How did it

go?”

“It went very well, effective and fast”

“Renewing online the judicial certificate is so easy and fast, I

will recommend it #notpaidadvertising”

Challenges - Steps to come To provide even more online services To extend the offer - including private

institutions with public functions To achieve a higher take-up of

Government Online services To improve the quality of services

through such things as:

focus on user needs + easy to use services+ fully-integrated and customized services + protection of the data + security of transactions + collaboration between agencies = TRUST AND CREDIBILITY

Thanks!

maria.mejia@gobiernoenlin

ea.gov.co