E-Government CHAPTER 3 MIS 120 1

E-Government MIS 120 Many countries use e-government as an enabling tool to: 1. Increase efficiency 2. Enhance transparency 3. Collect more revenue 4. Facilitate public sector reform Three factors are critical for the successful implementation of e- government.: Willingness to reform Availability of information communications technology (ICT) infrastructure The institutional capacity to absorb and manage change 2

Definition and scope MIS The term was coined about a decade ago after the success of electronic commerce to represent a public sector equivalent of e-commerce The use of information and communication technology within the public sector For those who see it as some form of extension of e- commerce to the domain of the government, it represents the use of the Internet to deliver information and services by the government

Definition and scope MIS Analogous to the concept of e-commerce, e-government aims to make the interaction between: government and citizens (G2C) government and business enterprise (G2B) government and employees (G2E) and inter-agency dealing (G2G) friendly, convenient, transparent and less expensive The broader definition of e-government is the use of ICT to promote more efficient and cost-effective government, facilitate more convenient government services, allow greater public access to information, and make government more accountable to citizens

Definition and scope MIS government-to-citizens (G2C)  Include all the interactions between a government and its citizens that can take place electronically  Enable citizens to interact with the government from their homes Citizens can ask questions of government agencies and receive answers, pay taxes, receive payments and documents EX: In California, drivers' education classes are offered online, and can be taken anytime, anywhere Many governments are now seriously considering electronic voting

Definition and scope MIS government and business enterprise (G2B)  governments automate their interactions with businesses  The government sells to businesses and provides them with services, as well as to businesses selling products and services to government government –to-government (G2G) Includes all intergovernmental activities, primarily those among different units within one governmental body, but also those between governments

Traditional government Vs digital government MIS Traditional-based approach  Physical medium interaction  No need for ICT use  Personal-based nature  More restrictions  Costly services  Higher certainty

Traditional government Vs digital government MIS Digital-based approach  Online medium interaction  Extensive use of ICT  Impersonal-based nature  Less restrictions  Cost effective services  Less certainty

E-government advantages MIS Efficient and swift delivery of goods and services to citizens, businesses, government employees and agencies E-government would simplify procedures and streamlining of the approval process to citizens and businesses E-government would facilitate cross-agency coordination and collaboration to ensure appropriate and timely decision-making to government employees and agencies Improving the quality of government service delivery

E-government advantages MIS Increasing the transparency of government by increasing availability of information Increasing the responsiveness and the participation of citizens in the democracy Fostering economic and social development Bridging the digital divide through the promotion of ICTs skills development in firms and individuals

Implementing E-government MIS

Implementing E-government MIS The transformation from traditional delivery of government services to full implementation of online government services may be a lengthy process The business consulting firm Deloitte and Touche conducted a study (Wong 2000) that identified six stages in the transformation to e-government.

STAGE 1: Information publishing/dissemination MIS Individual government departments set up their own Web sites that provide the public with: - Information about the department - The range of services it offers - Contacts for further assistance Governments establish an electronic encyclopedia to reduce the number of phone calls customers need to make to reach the appropriate employee who can fulfill their service requests Paperwork and help-line employees can be reduced

STAGE 2: "Official" two-way transactions MIS With the help of legally valid digital signatures and secure Web sites, customers are able to submit personal information to individual departments. At this stage, customers must be convinced of department's ability to keep their information private and free from piracy

STAGE 3: Multipurpose portals MIS Customer needs can cut across department boundaries A portal allows customers to use a single point of entry to send and receive information and to process monetary transactions across multiple departments

STAGE 4: Portal personalization MIS Government puts more power into customers' hands by allowing them to customize portals with their desired features This requires much more sophisticated Web programming that permits interfaces to be manipulated by the users. This allows government to get a more accurate read on customer preference for electronic versus nonelectronic service options

STAGE 5: Clustering of common services MIS Customers view disparate services as a unified package through the portal, their perception of departments as distinct entities will begin to blur Customers will recognize groups of transactions rather than groups of agencies

STAGE 6: Full integration and enterprise transformation MIS What started as a digital encyclopedia is now a full- service center, personalized to each customer's needs and preferences Old walls defining silos of services have been torn down, and technology is integrated across the new government structure to bridge the shortened gap between the front and back offices

Jordan E-Government Program Overview MIS

Background MIS E-Government is a National Program initiated by his Majesty King Abdullah II. Purpose: Enhance the performance of government in terms of service provision, efficiency, accuracy, time and cost effectiveness, transparency, high level of customer satisfaction, cross- Governmental integration MoICT was assigned to take the lead in implementing the e- Government Program, facilitating and providing support to Government entities MoICT has established a Program Management Office (PMO) and hired experts in areas of project management, change management, technical management and support services, risk management, quality management and other competencies.

Background MIS Role of e-Government program: plan, facilitate, manage and supervise the implementation of the following: Business Process Re-engineering (BPR) towards better and more efficient processes and human performance development (including knowledge transfer and training) e-Government deploys best practices and latest technologies to enable Government stakeholders implement new processes and create a knowledge-based community

Vision MIS E-Government in Jordan is dedicated to delivering services to people across society, irrespective of location, economic status, education or ICT ability. With its commitment to a customer-centric approach

Mission MIS Manage the transformation of the government towards a more "customer-centric” approach in the delivery of services by means of appropriate technology, knowledge management and skilled staff to implement e-Government programs and programs that are relevant and affordable to the citizens of Jordan

Quality Policy MIS Support stakeholders through emphasizing quality, excellence and continuous improvement Serve all stakeholders, managing and satisfying their expectations, and winning their trust Continuous enhancement within operational environment, establishing goals and objectives which are continuously reviewed and developed as a tool for future improvement Implementing a Quality Management System and will strive always to comply with its requirements

Goals and Objectives MIS Develop and support the e-Government strategy to be implemented across Government entities Participate in the planning and coordinating of a sustainable national portfolio of e-Government programs Maintain technological integration and interoperability of e- Government projects, and encourage the re-usability of application components, to achieve consistency among Government entities for technical solutions Plan and implement security policies through a secured network environment for e-Government projects Promote and monitor a systematic method of planning, developing and implementing e-Government projects

Goals and Objectives, CONT……. MIS Promote and monitor organizational transformation at the Ministry/ Department/ Organizational level necessary to establish effective e-Government in involved governmental entities Offer necessary training for employees and transfer the knowledge at different levels (IT and non-IT employees) Create awareness and promote e-Government activities Provide analysis and information on the status of e- Government projects to sponsors and stakeholders

Scope MIS The Scope of the e-Government program focuses on the following pillars: E-servicers as the core Institutional Framework Legal Framework ICT Infrastructure Businesses level

Services MIS Provide expertise in the form of: Subject Matter Experts (SMEs) Methodologies Tools Templates Provide standards on project management, change management and technology Transfer knowledge and provide training on the methodologies, tools, templates and processes to the e-Government Program stakeholders at all levels Support, maintain and explain the National e-Government Architecture

Functions MIS Identify potential e-Government programs Manage the selection process of e-Government programs Monitor e-Government programs Mitigate risks to the program Maintain, implement and ensure security policies and standards for IT components of e-Government programs Perform technical reviews to ensure systems integration, reusability, and interoperability Perform continuous development, maintenance and promulgation of the National e-Government Infrastructure Architecture

Functions MIS Capture benefits of implemented e-Government programs. Define technical standards and guidelines. Ensure that projects focus is not only on the application of ICT, but also addressing the need for improved processes, organizations and cultural change, and improved service Validate the definition of e-Government programs and endorsing related Requests for Proposals (RFPs) Implement Change Management guidelines and ensure the implementation of Change Management activities all over the life cycle of e-Government programs. Communicate key messages of e-Government Program and align the projects-related key messaging with the program messaging Implement and maintain project management standards and tools, and ensure their use at the project level

Functions MIS Enable information sharing between e-Government projects to improve project implementation and service provision Implement and maintain knowledge transfer and training management standards and tools, and ensure their use at the project level Maintain a Quality Management system within the PMO Perform Project Quality Health Checks as a quality assurance and audit on the projects performance and compliance to the PMO project management standards Manage and provide support to e-Government operations

Introduction to the Jordan e-Government MIS

Jordan e-Government Portal MIS Jordan e-Government Portal: Core component of the e- Government Program in Jordan and the official site for the Government of Jordan on the internet A 24*7, Bilingual and central portal where Citizens, Businesses and Government employees can search and find information and services provided by the Jordanian Government An e-government portal with integrated web content management system

Jordan e-Government Portal MIS Objectives Create a central point of access to information about the services offered by the Government of Jordan A "one stop shop" that is at the heart of user interaction with the government A central framework for organizing and presenting information about services offered by the entire government Provide citizens and business users with a centralized, consistent, speedy and efficient source of information on government services

Jordan e-Government Portal MIS The advantages of the e-government portal are Centralized access point to government entities e-services (no need to save or memorize other entities URLs) Informational portal: provides all information needed to obtain any service: procedures, location of service provision, fees, average time of completion, service summary and guidelines Each ministry/government agency has its own page on the portal that displays their available services and information and how to obtain them The Jordanian citizen can communicate directly with Government of Jordan officials through the Ask the Government link in the Portal main page The portal will be updated whenever a new service is introduced, procedures change, or a service is cancelled

Government to Citizens services (G2C) MIS The Government to Citizen section (G2C) aims to provide Jordanian citizens, inside Jordan and abroad, as well as non- Jordanians living in Jordan, with comprehensive information about all services provided by the Ministries and other government entities Services are presented in two different ways: 1. Citizens can browse the “citizen’s life cycle” which groups the services for the citizen entire life including birth, school, work and retirement 2. The second way classifies the services per subject area including civil status services, health services and so on

Government to Citizens services (G2C) MIS Services for citizens: Permits, Certificates, Services and Authorizations Social Services Civil Status Services: Exemptions, Interior and Civil Status, Palestinian Affairs, Labor and Workers, Employment, Aids, Handicapped and Minority Agricultural Services: Fodders and Livestock, Plant, Agricultural Equipment, Other Agricultural Services Housing Lands Services: Water, Survey Housing Units, Electricity, Buildings Streets, Camps Affairs Judicial shareiah Services: Islamic Awqaf, Shareiah Courts, Regular Courts, Zakat Fund Health Services: Exemptions, Medical insurance and Medicine, Medical profession Financial Services: Loans, Investment, Customs, Social Security and Retirement, Income and Sales Taxes Educational Services: Youth activities, University Student, School Student, Education and Training, Cultural Services Guides and Useful Information Transportation Related Services

Government to Citizens services (G2C) MIS Most used Services for citizens: Acquire Debit Clearance Disbursement of compensations for acquisition of lands and establishments Flight Arrival Flight Departure Issuance of Birth, Divorce, Death and Marriage certificate Issuance of Passports for the First Time Issuance of Personal ID Cards for the First Time, Renewal, in Lieu of Lost, in Lieu of Destroyed Issuance of the National Number Paying the Tax Procedures for Issuing Documents (for the first time) Providing researchers with information about GAM Registration of Marriage Occurrences and Issuance of Relevant Certificates Renewal of Passports Subdivision of apartments Subscriptions and Monthly Statements Tax Payment in Full and in Installments Voluntary Contribution

Government to Citizens services (G2C) MIS None Jordanian services: Application for a Residence Permit to Those who are Unemployed Application for Annual Residence Permit for Studying in the Jordanian Universities and Academies Where the Studying Period is not less than Two Years Application for Residence Transference Approval to Reside in Jordan, Visit, Attend Conferences, Extend Invitations to Visit for Nationals of Gaza Strip Flight Arrival Flight Departure Foreigners’ Ownership of Non-Transferable Assets Information on the Jordan TV Visas for Visiting - Transit