Measuring and evaluating e-government performance in the Arab World 3 rd meeting of working group 2 on the e- government and administrative simplification

Measuring and evaluating

e-government performance in the Arab

World

Measuring and evaluating

e-government performance in the Arab

World3rd meeting of working group 2 on the e-

government and administrative simplificationDubai, UAE 12-13 March 2007

Dr. Ehab M. MoustafaPrincipal & Lead Consultant

InterCan Development Company Ltd.

12 March 2007 Dr. Ehab Moustafa2

AgendaAgenda

• Issues to address

• Definitions

• Scope

• The problem

• Observations

• Conclusions


Issues to addressIssues to address

• Why governments need to measure and evaluate e-government?– prioritise actions,– justify investments,– assess impacts

• What are the challenges that governments have to face in measuring and evaluating e-government progress?– lack of evaluation culture, – poor evaluation skills, – measurement problems


Governance & GovernmentGovernance & Government

• Governance is the processes of governing (The function)

• Government is established to administer these processes and systems (the Mechanisms through which we are governed)

ShshShsh

sssssssssssssssssssssss

shsh

ShshShsh

sssssssssssssssssssssss

shsh

Loca

l Gov

Legal System

Central Gov

Legislative System

Civil SocietyCivil Society


Governance ModelGovernance Model

policypolicy

RegulateRegulate

Procedures Procedures

ServicesServices

To govern is to• Set policies• Regulate – how these

policies are implemented

• Serving society – rendering services to your constituency


What the e in eGovernment means?

What the e in eGovernment means?

• e-Government = more efficient and effective government


The new face of governanceThe new face of governance

• Globalization forces governments to compete

• Constituencies demanding for better governance

• Governing with customer focused philosophy

• Change in governance culture


survivorssurvivors

• “The species that survived were not the most intelligent (or strongest) – they were the most adaptable to change”

Charles Darwin


Stages of service delivery in eGovernment

Stages of service delivery in eGovernment

emergingemerging

enhancedenhanced

interactiveinteractive

transactionaltransactional

networkednetworked

StageStage


e-Government Strategic Goals (versions)

e-Government Strategic Goals (versions)

• In 1990’s– was to make the Federal government more results-

oriented (effective), efficient and citizen-centered. • In 2000’s

– Reinventing the way we do business, more interactive and transactional (but keeping basic structures of government unchanged!!!!)

• Next decade– Dramatic changes to the government we know, more

direct participation of the constituency and empowering CS to create the Information Society


e-Gov Evolution e-Gov Evolution

e-Gov I

e-Gov II

e-Gov III

1990’s1990’s 2000’s2000’s 2010’s2010’s

•Focus on Focus on effectivenesseffectiveness•Change imageChange image•Drive the e-Drive the e-economyeconomy

•eBusinesseBusiness•eCommerceeCommerce

•Information Information provisionprovision•Imitate e-businessImitate e-business•Web presenceWeb presence•BrandingBranding

•Create own Create own modelmodel•Real Real reinventionreinvention•Addressing Addressing efficiencyefficiency•interoperabilityinteroperability

•Serious BPRSerious BPR•Citizen focusCitizen focus•Focus on Core Focus on Core businessbusiness•Service delivery Service delivery enhancementenhancement

•New governance New governance model model •Good GovernanceGood Governance•e-Citizene-Citizen•e-Inclusione-Inclusion•e-Participatione-Participation•e-Fusione-Fusion•e-Democracye-Democracy•Bigger role 4 CSOBigger role 4 CSO•Real GlobalizationReal Globalization•New democratic New democratic structuresstructures


Citizen Centric GovernmentCitizen Centric Government

Mini DMini D Mini CMini C Mini BMini B Mini AMini A

Redesigned ServiceRedesigned Service


The TripartiteThe Tripartite

Civil SocietyCivil Society

Business SectorBusiness SectorStateState


The 10 Golden QuestionsThe 10 Golden Questions

1. Why are we pursuing e-government?

2 Do we have a clear vision and priorities for e-government?

3. What kind of e-government are we ready for?

4. Is there enough political will to lead the e-government effort?

5. Are we selecting e-government projects in the best way?

6. How should we plan and manage e-government projects?

7. How will we overcome resistance from within the government?

8. How will we measure and communicate progress? How will we know if

we are failing?

9. What should our relationship be with the private sector?

10. How can e-government improve citizen participation in public affairs?


Back to Governance and e-Government

Back to Governance and e-Government


Good GovernanceGood Governance

Good governance has 8 major characteristics, they are:

– participatory, – consensus oriented, – accountable, – transparent, – responsive, – effective and efficient, – equitable and inclusive, and – follows the rule of law


It’s about knowledgeIt’s about knowledge

• Better governance is about better policy and decisions making

• The key to a GOOD governance is knowledge.

ContextContextIndependenceIndependence

UnderstandingUnderstandingDataData

InformationInformation

KnowledgeKnowledge

wisdomwisdom

Understanding relationsUnderstanding relations

Understanding PatternsUnderstanding Patterns

Understanding PrincipalsUnderstanding Principals


Efficient GovernanceEfficient Governance

• The aim of e-government initiative is to provide efficient government management of information to the citizen; better service delivery to citizens; and empowerment of the people through access to information and participation in public policy decision-making.


4 Perspectives4 Perspectives


Gov Knowledge BaseGov Knowledge Base

E - ServicesE - ServicesG2GG2B

G2C G2E

e-Gove-Gov FunctionsFunctionsBusiness processes

Business rulesHelp

Desk

Help

Desk

Kn

ow

led

ge

Kn

ow

led

ge

Man

ag

em

en

tM

an

ag

em

en

t

Citizen Centric e-Gov ArchitectureCitizen Centric e-Gov Architecture


e-functions

Help DeskHelp Desk

Kn

ow

led

ge

bas

eK

no

wle

dg

e b

ase

PolicPolicy y

makimakingng

Business Rules

Business processes

e-servicese-services

Knowledge ManagementKnowledge Management

partners

Businesses

Citizen


QUESTION???QUESTION???

• ARE WE PROBING THE RIGHT INDICATORS?

• Does our dashboard contain the proper navigation aids?

• What these indicators are telling us?


Mission and Core ValuesMission and Core Values

Vision

Strategy

Citizen InternalProcesses

Civil Serv.Learning

Objectives

Financial Citizen InternalProcesses

Civil Serv.Learning

Measures

Our desired future

Differentiating activities

What we must do well in order to implementour strategy.

How strategic successis measured and tracked.

Initiatives

Financial

Strategy definition and execution

Strategy definition and execution


Balanced Progress Measurement

Balanced Progress Measurement

MissionMission

Goals & ObjectivesGoals & ObjectivesA- goal 1A- goal 1B- goal 2B- goal 2C- goal 3C- goal 3

IndicatorsIndicatorsAA

IndicatorsIndicatorsBB

IndicatorsIndicatorsCC

measurementmeasurement

Citizen perspective

Learn & Growthperspective

Financial perspective

Internal process perspective


Move from the stakeholders perspective

Move from the stakeholders perspective

• G2C G2B G2E G2G

• e.g. G2C– Inclusion

• Access 10 steps scale to achieve full access• Organization• Legal• Services• willingness


G2C inclusion progress radarG2C inclusion progress radar

90908080707060605050404030302020101000

ACCESSACCESS

eServiceseServices

eLearningeLearning

eInfoeInfo

eConsultatioeConsultationn

ICT InfrastructureICT Infrastructure

LegalLegal


Challenges for the Future:Challenges for the Future:

Building Governance Capacity

• The three major domains of governance - the state, the private sector and civil society - must address new cross-cutting issues in a complex and uncertain era of political and economic globalization.


The Arab’s Knowledge SocietyThe Arab’s Knowledge Society• The status of Arab knowledge at the beginning of the

21st century, despite the presence of significant human capital in the region, the report concluded that disabling constraints hamper the acquisition, diffusion and production of knowledge in Arab societies. This human capital, under more promising conditions, could offer a substantial base for an Arab knowledge renaissance. Its closing section puts forward a strategic vision for creating knowledge societies in the Arab world based on five pillars: Guaranteeing key freedoms; Disseminating quality education; Embedding science; Shifting towards knowledge based production; and Developing an enlightened Arab knowledge model.

The UNDP Arab Human Development Report - 2003


Suggestions & Recommendations

Suggestions & Recommendations

• Strategies the 4 perspectives for all

• Establish a work group to develop the balanced progress indicators and agree with the stakeholders on the measures and mechanisms of deployment and reporting.

• Encourage the creation of national Forums network that will be responsible of measuring and reporting the progress.

Documents

Measuring and evaluating e-government performance in the Arab World 3 rd meeting of working group 2 on the e- government and administrative simplification