e-Government Internal Resistance

Internal Resistance? all organization changes (no matter how small) are political all organization changes (no matter how small) are political – generate winners and losers – potential losers will resist changes!

Internal Challenges interdepartmental cooperation interdepartmental cooperation intergovernmental cooperation intergovernmental cooperation – “By their very nature, ICTs are hostile to the partitioning of the political world which is so important for federal states.”Gibbins, 2001 – cooperation on portal delivery raises all the age-old difficulties of federal-provincial cooperation – will generate some resistance differ by program area differ by program area differ by province (e.g. Quebec) differ by province (e.g. Quebec)

Internal Perspectives -- Challenges interdepartmental cooperation interdepartmental cooperation intergovernmental cooperation intergovernmental cooperation channel-switching places organizational structure in question channel-switching places organizational structure in question – e-business disconnects location of citizens and service providers – some delivery partners (e.g. private license issuers) may be “disintermediated” because citizens prefer electronic service

Internal Perspectives -- Challenges interdepartmental cooperation interdepartmental cooperation intergovernmental cooperation intergovernmental cooperation channel-switching places organizational structure in question channel-switching places organizational structure in question cost-savings through workforce reductions cost-savings through workforce reductions – “Public sector managers are reluctant to commit to such large cost reductions.” PWC 2001

Internal Resistance? there will be obstacles to adoption of e- government technologies/approach there will be obstacles to adoption of e- government technologies/approach adoption will be uneven adoption will be uneven – across time – across departments – across jurisdictions

e-Government External Resistance and Constraints

External Constraints/Resistance public perception of the perils public perception of the perils the “digital divide” the “digital divide”

Public Perception of Perils security/privacy security/privacy choice and coercion choice and coercion accountability accountability

Public Perception of Perils – Security and Privacy “Privacy and security are not just hurtles to portal expansion; they are potential brick walls.”Deloitte, 2000 “Privacy and security are not just hurtles to portal expansion; they are potential brick walls.”Deloitte, 2000 security and privacy concerns become greater as governments move across e-government continuum security and privacy concerns become greater as governments move across e-government continuum

e-Government – Potential Uses e-information e-services (basic) e-services (advanced) e-input (from citizens) e-democracy

Public Perception of Perils – Security and Privacy governments can (and do) already put information together governments can (and do) already put information together – HRDC database EI EI provincial social assistance provincial social assistance Canada Customs and Revenue Agency Canada Customs and Revenue Agency e-government encourages them do to so e-government encourages them do to so to offer services to offer services however, incentives for other uses! however, incentives for other uses!

Public Perception of Perils – Security and Privacy technology can be used to increase security and privacy technology can be used to increase security and privacy – electronic monitoring of information access

Public Perception of Perils – Choice and Coercion current policy emphasis on maintaining all channels of gov’t-citizen interaction current policy emphasis on maintaining all channels of gov’t-citizen interaction HOWEVER: HOWEVER: – “Realizing potential savings will require active encouragement of channel switching, whether through advertising, differential fees, or downgrading of service in existing channels.” PWC 2001 – NETFILE is faster processing of e-filed taxes coercive? is faster processing of e-filed taxes coercive?

Public Perception of Perils – Choice and Coercion current policy emphasis on maintaining all channels of gov’t-citizen interaction current policy emphasis on maintaining all channels of gov’t-citizen interaction incentives towards channel-switching incentives towards channel-switching perception of coercion may generate backlash/resistance perception of coercion may generate backlash/resistance

Public Perception of Perils -- Accountability requirements for advanced services fit well with New Public Management requirements for advanced services fit well with New Public Management – focus on results rather than process – “let the managers manage” HOWEVER... HOWEVER... – shares the same political vulnerability as NPM – what happens when things screw up? – who will be held responsible for widely-shared e- government services

The Digital Divide the gap between those who have access to the Internet and those who do not the gap between those who have access to the Internet and those who do not “...Internet access is segmented heavily along social class, educational and generational lines.” Ekos Research 1998 “...Internet access is segmented heavily along social class, educational and generational lines.” Ekos Research 1998 highest income household five times more likely to use the Internet than those in lowest income households Statistics Canada 1999 highest income household five times more likely to use the Internet than those in lowest income households Statistics Canada 1999 concerns regarding exclusion become greater as governments move across e-government continuum concerns regarding exclusion become greater as governments move across e-government continuum

e-Government – Potential Uses e-information e-services (basic) e-services (advanced) e-input (from citizens) e-democracy

Government Policies to Address the Digital Divide Connecting Canadians Connecting Canadians – SchoolNet Internet access of all schools in Canada Internet access of all schools in Canada achieved 1999 achieved 1999 – LibraryNet providing public access to the Internet through public libraries providing public access to the Internet through public libraries – Community Access Program free public access to the Internet in public spaces free public access to the Internet in public spaces

The Digital Divide will the digital divide narrow? will the digital divide narrow? – to what level is e-democracy any more exclusive than traditional methods of political participation? is e-democracy any more exclusive than traditional methods of political participation? – who is currently excluded? How? will the e-excluded constitute powerful resistance? will the e-excluded constitute powerful resistance?