E-participation and Citizen Engagement in the GCC Richard Kerby Adviser, UNDESA THE FIRST GULF COOPERATION COUNCIL (GCC) eGOVERNMENT CONFERENCE Muscat,

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Presentation transcript:

E-participation and Citizen Engagement in the GCC Richard Kerby Adviser, UNDESA THE FIRST GULF COOPERATION COUNCIL (GCC) eGOVERNMENT CONFERENCE Muscat, December 2009

2 Agenda 1.Forms of e-Participation 2.Tools for Citizen Engagement 3.Citizens Satisfaction 4.Culture 5.Summary

3 Forms of e-Participation 1.E-Information 2.E-Consultation 3.E-Decision-Making

4 E-Information Percentage Site provides information about inclusiveness in e-government 24% Site provides information about e- participation 18%

5 E-Consultation Percentage Citizen Charter available or Service Level Statement 19% Facility for Citizen Feedback38%

6 E-Consultation

7 Tools for Citizen Engagement  Blogs  Facebook  Discussion Forms  E-Petitions  Mobile Alerts  E-Services – Online Forms – Online Transactions

8 Tools for Citizen Engagement Percentage Online Polls15% Online Surveys or Feedback Forms28% Chat room or IM feature6% Weblogs10% Listservs or Newsgroup8% Other Interactive tools18%

9

10 Online Forms

11 Online services Number of CountriesPercentage Taxes3520% Registrations3620% Permits, Certificates, ID Cards 3520% Fines2312% Utilities1910%

12 Citizens Satisfaction  Key Performance Indicator – Behavioral Data Page Visits Traffic Transactions  Key Success Indicator – Customer Satisfaction Attitudes Intent Impact of Change Why, Who and How

13 Citizens Satisfaction  Future Behaviors – Likelihood to use as a primary source – Likelihood to recommend – Likelihood to return

14 Culture  Digital Society  Accessibility  Content  Encouragement  Empowerment

15 Summary  Create an environment that is conducive to citizen engagement and e-participation  Market the e-tools that you will use for e- participation (REACH)  Develop a culture of citizen engagement  Empower citizens to be more connected

16 Thank You