Key entry points - Experiences and lessons learned E-Government in LAC Key entry points - Experiences and lessons learned

E-Government is …… “a process of reform in the way the governments work, share information and deliver services to external and internal clients” Expected results: Improvement of the Government services quality Empowerment of the citizens and business Increase of the overall transparency and accountability Reinforcement of the Reform process sustainability What is e-Gov real impact?? E-Gov transforms the way different actors are interacting among themselves Also, E-Gov transforms the role of the State –increasing the number and quality of services, information and goods provided Therefore, improving the efficiency and effectiveness of services, facilitating access of information and increasing trust and transparency What technologies are include?? INTERNET + FAX, MAIL, PHONE, ETC Specifically, E-Government harnesses information technologies (such as Wide Area Networks, the Internet, and mobile computing) to transform relations with citizens, businesses, and other arms of government. These technologies can serve a variety of different ends: better delivery of government services to citizens, improved interactions with business and industry, citizen empowerment through access to information, or more efficient government management. The resulting benefits can be less corruption, increased transparency, greater convenience, revenue growth, and/or cost reductions. eGovernment in LAC

E-Government stages Transformation of government into a unified seamless entity that has the focus centered in the citizen Transactions that represent the beginning of the electronically deliver of the services Limited interaction like downloadable forms, access to online databases or email contacts Delivering value to citizens Publication of pictures, bios and other information related to the president is not e-government, it is advertising or public relations page. E-Government applications normally evolve through a four-stage process. The first stage includes the publication of information on a website for citizens seek knowledge about procedures governing the delivery of different services. The second stage allows for interactivity online. Clients can download applications for receiving services. The third stage involves electronic delivery of documents. The fourth stage results in electronic delivery of services where more than one department may be involved in processing a service request or service. Web publication of Services’ standard basic information Complexity of implementation and technology eGovernment in LAC

Reengineering & IT Processes Participation enhancement Implementation logic E-gov strategy Responsibility assignment Budget allocation Services Improvement Web Publication, Limited interaction Tramite facil (Chile) Call Centers Citizens Services Centers Payment Centers 1st Stage E-gov strategy revised 2nd Stage Things to consider Low hanging fruits can be deceiving if not consider a short term win. It is critical a thoughtful planning Where the focus should be?? A successful e-gov program should focus on issues related to governability and not IT issues. The development of attractive portals and websites without value added – lacking clear support to key state’s functions is not part of a focused e-gov modernization program Who should be in an e-Gov initiative?? Access on line helps everybody, everywhere and at any time do transactions to increment and improve probity and transparency It is recommended to get everybody involved in the reform process. States, users, the public and the IT sector in the discussion of the technology to be used, conceptual models, systems to be developed and steps for proper implementation. Reengineering & IT Processes Capacity building Participation enhancement Prioritization of services Infrastructure development Legal framework analysis (Digital Signature) Workshops Internal training in specific capabilities: Client assistance IT skills Workshops with NGOs, journalist and Universities Special requirements management (Health Plans information) eGovernment in LAC

Trends in LAC General focus in IFMS, Taxes, Transparency and e-procurement Variability in maturity across countries No evaluation of impact and benefits Departmentally driven initiatives with little central coordination Poor development of internal capabilities General focus in IFMS, Taxes, Transparency e-procurement 15 projects in 10 LAC countries of IFMIS projects have been funded by the Bank at an average cost of $ 12.3 million. Almost every country has a e-Tax project Variability in maturity across countries Overall development is in its infancy stage, Only a few of the successful projects Many of the websites are passive information providers, not regularly updated No evaluation of impact and benefits Absence of systematic data collection through formal evaluations Even a research project studying Bank funded IFMIS projects could not get assessment of benefits and impact. Departmentally driven initiatives with little central coordination Few countries has an e-government general plan. Most projects are agency driven (Ministry of Finance) There are no standards that are followed by applications that are developed by different agencies Poor development of internal capabilities Limited project sustainability Limited formal training provided to civil servants (In a study of 34 projects of which 15 were from LAC region, lack of human capacity was identified as the single most important reason for failed) eGovernment in LAC

LAC’s experience include..... Transparency enhancement Service Delivery Financial Management Tax Administration E-Procurement eGovernment in LAC

LAC’s experience include..... Transparency enhancement Service Delivery Argentina Mexico Cristal G2C, G2G Website disclosing all information concerning the use of public funds in Argentina along with information on the fight against corruption. Transparency in operations Improving civil service performance Empowerment of citizens Brasil Ministry of Fazenda: SINTEGRA: Sistema Integrado de Informações sobre Operações Interestaduais: (www.sintegra.gov.br) In 1997, modernization of fiscal administration created virtual collecting agencies. A system that encouraged state governments to make publicly available information regarding its taxpayers on the Internet. Second phase assisted by the Inter-American Development Bank (IDB), identified 40 additional services that could be provided online to taxpayers... Of the 27 government sites, 19 offer full transactions online, and in Sao Paulo, online filing of taxes is the only option nowadays. Chile Portal of “Tramites” (administrative processes) with the government Information portal on the “trámites” that may be done with the government. Information disclosure on modernization of the stateReducing administrative burden on citizens Transparency For those that can be done electronically (around 80), the portal has forms and procedure guidelines. Mexico Tramita net For example: Inscription of movement of workers at the Mexican Institute of Social Security (IMSS) through ‘Tramitanet’B Online registration of Mexican employers and workers. Limited interaction between employers and IMSS agency.[i] Improved service delivery Reducing administrative burden for citizens & businesses Cost reduction in service delivery Saves time by avoiding standing in long queue Simplified online reporting of affiliation movements Integrates databases, minimizing the possibility of mistakes Reduces workload and automated procedures avoid human mistakes Promotes participation of patrons at the IMSS. [i] Mexican employers are obligated to register themselves and their workers in the Mexican Institute of Social Security (IMSS), and communicate their inscriptions and dismissals, wage changes, and other information within five days of occurrence. http://www.cristal.gov.ar http://www.tramitanet.gob.mx Brasil Chile http://www.tramitefacil.cl http://www.sintegra.gov.br eGovernment in LAC

LAC’s experience include..... Financial Management E-Procurement Tax Administration Guatemala Mexico Jamaica http://www.siafsag.gob.gt http://www.compranet.gob.mx http://www.jrs.gov.jm Colombia Chile Chile http://www.minhacienda.gov.co http://www.chilecompras.cl http://www.sii.cl Guatemala http://www.sat.gob.gt eGovernment in LAC

Conclusions E-Gov is a good instrument for Key Development Goals but also to build a Knowledge-based society Recognize and adapt the proposal to country specific e-gov stages Evaluate the logical sequencing (organization and planning) to implement e-government policies Goals and timing: See bad experiences – few project are 100% completed. Insert e-government initiatives in the context of public sector initiatives eGovernment in LAC