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Next Generation E-Governance: From Vision to Reality. Gregory G. Curtin, Ph.D., JD. Director, E-Governance Lab Bedrosian Center for Governance and the Public Enterprise University of Southern California. Organized by : Taiwan e-Governance Research Center (TEG) - PowerPoint PPT Presentation
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Taiwan e-Governance Research Center
2008/8/27
Next Generation E-Governance:
From Vision to Reality
Gregory G. Curtin, Ph.D., JD
Director, E-Governance LabBedrosian Center for Governance and the Public Enterprise
University of Southern California
Organized by : Taiwan e-Governance Research Center (TEG) Supported by : The Research, Development & Evaluation Commission, Executive Yuan.
Taiwan e-Governance Research Center
2
The Vision of E-Governance
E-Participation/E-Democracy
E-Administration E-Services
E-Governance:
Governing in the Digital Age
Taiwan e-Governance Research Center
External Drivers--Next Generation E-Gov
• Changing Political, Social and Consumer Expectations based on Rise of the Internet
• Generational Change in Government Leadership• Massive Generational/Demographic Change in Citizen User
Base• Continued Globalization: Commerce, Communications,
Culture
Taiwan e-Governance Research Center
Governmental Drivers--Next Generation E-Gov
• Governments Across the Globe Have Implemented Some E-Government• Nations, states, international and regional
organizations, municipalities, etc.• Virtually all governments have some form/level of e-
government implementation• E-Government Entering its Second Decade—
Adolescence!• Early Adopters/Leaders have Completed Initial
Phases of Strategic Plans & Initiatives • The Search for “What’s Next?”
Taiwan e-Governance Research Center
5
• Education Supportive of Technology (NOT Necessarily Tech Education)– Incorporating Technology in Education at All Levels
– Undergraduate and Graduate Programs that Incorporate Technology
– E-Governance Integrated into Schools of Government/Public Administration
• Tech “Savvy” Leadership and Management: Training and Professional Development
• Legal and Regulatory Frameworks in Support of E-government
• Continued Opening of Access to Public Information/Data/Records
• Open Standards in E-Gov Technologies
• Widespread Acceptance and Penetration of New Technologies
Preparing for the Next Generation ofE-Governance
Taiwan e-Governance Research Center
Evaluating E-Gov—A Key Step• Imperatives:
• Required—Regulatory, Fiduciary Responsibility• Required for Continued Funding• Political Pressure• Business Pressure
• Backward Looking: • How Have We Done• What Have We Accomplished• Did We Meet Stated Goals
• Forward Looking:• Where Are We Going—Are We On the Right Track?• What Should We be Doing• What Resources Do We Need
Taiwan e-Governance Research Center
Current State of E-Gov Evaluation?
• Often Nothing!• Whatever can be Measured (Ad Hocism)
• Available data and statistics (whether good or not)• Feedback, input, opinions
• E-Gov Technology Evaluation:• Infrastructure• Readiness• Web Presence, Availability• Performance, Reliability • Penetration, Access• Direct Costs of Technology
Taiwan e-Governance Research Center
• Financial Approaches to Evaluation • Cost Savings, Cost Avoidance• Revenue Generation, Revenue Enhancement• Current Costs, Future Costs• Budget Impacts • Return on Investment (ROI)
• People/Processes• Usage: Number, Uptake, Frequency• User Feedback: Awareness, Perceptions, Opinions• Civil Servants: Number, Productivity, Customer Service• Activity: Transactions, Touch Points, Increase/Decrease
Current State of E-Gov Evaluation?
Taiwan e-Governance Research Center
What SHOULD be Evaluated?• Public Value of E-governance
• Public Trust• Social Inclusion• Community Well Being• Sustainability
• Impacts of E-gov • Efficiency• Good Government: Transparency, Accountability• Equity• Economic Development• Change: Changed Circumstances, New Processes, New
Services, Changed Perceptions/Expectations• Innovation?
Taiwan e-Governance Research Center
Innovation in Government
• The focus of Evaluation should be on Innovation in GOVERNMENT, not simply innovation in E-Government• What innovations will lead to a positive change in the
government-citizen relationship• What institutional innovations will lead to better
government and governance• What innovations will lead to expanded democratic
values, processes, institutions…and greater participation• What innovations will lead to a better overall quality of
life for citizens• What should government and governance look like in
the 21st Century and beyond!
Taiwan e-Governance Research Center
Evaluation/Innovation MatrixEvaluation Approach/
Factors
Social/Human Processes Governance
Public Value Well-being indicatorsCommunity and economic developmentSatisfaction in information levels
ParticipationDirect support, involvementCustomer service
TransparencyAccountabilityPublic TrustPublic Assets
Change Enhanced health, education, welfareIncrease in economic factorsIncreased levels of satisfaction
Direct, transparent processesUser controlled processes
Enhanced Trust in GovernmentIncreased Legitimacy
Innovation De-emphasis on public-private divide“New” public sphereCitizen as public shareholder
On-demand processesProfile/preference generatedPublic-private partnershipsPersonalized services
De-institutionalizationFlexible, as-neededRegionalism, cross-national collaborationOpen, fluid, agile
Taiwan e-Governance Research Center
Evaluation Challenges
• Poor Data Quality/Data Collection• No Culture of Evaluation, Measurement,
Introspection• Lack of Openness, Transparency• Lack of Evaluation Expertise (Internal, External,
Public/Private/ Academia)
Taiwan e-Governance Research Center
Evaluation Challenges
• No/Poorly Identified Objectives, Goals, Targets to Evaluate
• Lack of Evaluation Tools, Frameworks, Methodologies
• Costs—Most Important Areas to Evaluate are often the Hardest/Costliest
• No Agreed Upon Policy, Vision, Guidance for Evaluation
Taiwan e-Governance Research Center
Evaluation Approaches
• Application/Service Oriented• Web Census/Surveys• Data Collection/Analysis (e.g., transactions, activities, rates,
frequencies)• Cost/Benefit Analysis• Automated Analyses (e.g., web crawling, systems testing)
• User Oriented• Focus Groups• Opinion Survey• Observation: Ethnographic Studies, User Sessions, Laboratories
• Outcomes Oriented• Case Studies• Good Practices• Impacts Analysis• Comparative Analyses• Peer Reviews
Taiwan e-Governance Research Center
Value/Cost of Evaluation
•Change/Transformation •Public Value •Societal Impacts
•Service Objectives•Operational Performance•Cost/Benefits
•Readiness•Awareness•Opinions
Increase in E-Government Value
Incr
ease
in
Co
st,
Eff
ort
, C
om
ple
xity
Increase
in In
novatio
n
Taiwan e-Governance Research Center
Evaluating the Complex “Stuff”• Citizen Empowerment• Government Transformation• Development of the Knowledge Society/Economy• E-Inclusion• Closing the Digital Divide• Public Trust, Government Credibility• Good Government/Governance• Increased Economic and Social Mobility• Government-Citizen Dialogue• Citizen Satisfaction• Etc., Etc.
Taiwan e-Governance Research CenterFrequency of Stated Outcomes in EU
E-Gov Strategies (OECD)
E-government Strategy Outcomes
0 5 10 15 20
Number of Countries
Accountabilty
Culture
Education / ICT Literacy
Employment
Quality of Life
Cost Savings
Digital Economy/Demo Effect
Administrative Burden Reduction
Infrastructure
Security
Citizen Participation / Info-democracy
Competitiveness
Customer Orientation/ Responsiveness
Information Society
Transparency / Openess
Efficient Government
Effective Government / Quality of Service
Transform/Reform /Modernize Government
Access
Taiwan e-Governance Research Center
Innovation Challenges
• Lack of Formal Evaluations• Lack of Policy, Vision, Guidance• No Culture of Innovation• No Incentives, Rewards for Innovation• Lack of Good Information, Knowledge (Created
from Good Data)• Efforts Too Decentralized or Too Centralized• Costs, Budgets
Taiwan e-Governance Research Center
The Innovation Imperative
•Transform•Empower•Connect•Whole of Government•All of Civic Society
Initiate
EvaluateInnovate
•Financial, Data•Non-financial•Real Impacts•Public Value•Innovation
•Integrate Evaluation and Innovation•Project, Program, Government and Societal Goals•Data, Information, Good Practices
Taiwan e-Governance Research Center
Research & Innovation for Next Generation E-Gov
• E-Government Research & Evaluation should Lead to Applied Leadership, Training and Innovation Programs
• Such Programs will Lead to the Next Generation of E-Governance
• Evaluation Should Incorporate More Complex Approaches That Include both “Soft” and “Hard” Indicators
• A Global Framework: Evaluation for Innovation• Evaluation and Innovation Should Be Framed within a
National/Cultural Context• Cross-National, Regional and International Standards
and Models Should be Developed• Information and Good Practices should be Shared and
Knowledge Transferred Among Nations, States, Governments
Taiwan e-Governance Research Center
Thank You!
Gregory G. Curtin, Ph.D., JD
E-Governance Lab
Bedrosian Center on Governance and the Public Enterprise
School of Policy, Planning and Development
University of Southern California
www.usc.edu/sppd/bedrosian