“The Needs of Enterprises concerning eGovernment Services” Edwin van der Ouderaa September

2 The Needs of Enterprises  Customer-Centric – complexity of the administration is invisible to the user  Integrated – joined-up government  Personalised – targeted services based on unique identification

3 Customer-Centric eGovernment Services  Built around the enterprise, not the administration  Levels of government not important to the enterprise  Complexity of government is hidden

4 Integrated eGovernment Services  Integrated … not separated  Goal: joined-up government  Top-level commitment and leadership are crucial to success  Service integration requires information integration and data- sharing

5 Personalised eGovernment Services  Unique identification underpins personalisation  Information must be shared across government  Australian Tax Office Step 1: Unique business number for each enterprise Cornerstone of service delivery to enterprises Goal: Optimise service delivery to Australian businesses Future plans: Online account submission, tax payment, etc.

6 Barriers to Implementation Security concerns need to be tackled through use of technologies such as PKI, as used on the ROS project in Ireland © Accenture October 2001

7 Fulfilling the Promise  Portals Familiar user-friendly gateway to government services Single point of entry Services structured around customer’s intentions Transacting business is the key – integration into the back office unleashes rich potential

8 1. Single point of access to all federal government services 4. Easy, user-friendly access : 3. Transactional services in a secure and performant environment 5. Unique identification and personalisation - Accessible to the handicapped - Independent of browers and platforms - Multi-channel delivery possible L’e-Portail du gouvernement Fédéral est basé sur les objectifs fondamentaux: 1 2. Information structured according to the needs to citizens, businesses and civil servants Example: Belgian Federal Portal

9 Example: Catalonian Open Administration The Results so far … Catalonian Open Administration project: a single point of contact for all government services, unique digital identification Transformation in service delivery – joining up government First set of services on stream in July 2002 Implementation of further services is planned The Vision Generalitat de Catalunya: 6m people in autonomous region in Spain Bold Government vision: greater transparency and simplicity, while boosting Catalonia’s standing in the eWorld”

10 Mail Retail Internet/ Web Face to Face Service Centers Phone/IVRPagerWirelessCall Center Kiosk Citizens BusinessesEmployees Agencies The Channel Perspective

11 A View of Portals and their Benefits Portal – a channel which supports electronic delivery of a number of related eGovernment services. Common platform for service delivery applications Portals marries the front end & back end processes Common interface with citizens, businesses, employees and other governmental entities Portal implementation can drive transformational change

12 Coordinating across layers of Government  Services are provided at different levels – sub-national, national and EU  Portals provide the common solution  Pragmatism required, but big picture idea must exist  Organic cooperation  Flexible framework for conducting business with government

13 The Future …  Public/private partnerships can continue to realise success  uCommerce – transactions possible anywhere, any time  eGovernment continues to stimulate eBusiness and thus economic growth  eGovernment services going in the right direction

14 Questions ?

“The Needs of Enterprises concerning eGovernment Services” Edwin van der Ouderaa September