What eGovernment is for - Redefining the Vision Moira Atkinson Office of the e-Envoy September 2002

What is e-government for?

Delivery is at the heart of our agenda for transforming government, and e-government is one of the most powerful catalysts we have for achieving that transformation. Tony Blair Prime Minister

Transforming the experience of service users Transforming the effectiveness of government interventions Transforming the efficiency of government

Not the online world just Business change drives benefits realisation for government – and for service users

So what’s happened?

Lots of good things

We have already done a lot Over 50% of central government services are now online – 74% forecast to be online by end 2002, almost all by 2005 English local authorities expect over a third of services to be online by 2002, and full coverage by 2005 UK online portal providing a single route into government Government Gateway delivering world-leading integration and authentication

That’s not enough

2138.gov.uk domains registered No sign of critical mass No common design or navigation Limited transactions No customer focus

People are doing things on line 28%Personal banking/financial investment activities 42%Buying or ordering tickets/goods/services 56%General browsing or surfing 73%Using 74%Finding information about goods and services Purpose of internet use as a proportion of all adults who have accessed the internet. Respondents could give more than one answer. Source: National Statistics Omnibus Survey February 2002 But use of government services lags behind 19%Using or accessing government/official services

We succeed only if services are used Too many services have been producer driven e-Government introduces choice – often for the first time New channels must be designed to meet customers’ needs – or they will not be used Need for real innovation – not superficial automation

Ineffective Fragmented services Government isolated from the rest of life Irrelevant and backward looking Users aren’t there Integrated Government presents a single face - drawing on the supplier base to create a tailored product User needs to state a problem Invisible Government is part of life User doesn’t have to do anything - it just happens Indifferent You can do your business with government online but it’s fragmented and inconsistent User needs to provide the connections

Challenge: get above the line, and stay there How do we organise to deliver?

Services The delivery priorities –Health, education, crime, transport High transaction volumes Scope for high takeup Focus on key services which will drive take-up and reap efficiency savings

Services not delivered Services delivered, but not used –Services not compelling because developed in isolation –Critical mass not achieved Services delivered, but at excessive cost Risks and issues Identify risks and issues for the programme as a whole and manage them coherently across government

Organising to deliver Programme board Services Risks and issues PM PSX(E)CSMB OGC HMT OeE

But government should not go it alone e-Enabling services makes it easier to –Establish one stop shops covering a range of services –Encourage a range of providers to provide government services – from CABx to supermarkets –Bundle government, voluntary and commercial services to meet customer needs Any of which may need private and public sector service providers to work together to meet the needs of service users

Job Centre CABxBankYahooAA Post Office UK online Rules Gateway and authentication TaxBenefitsVED Pass- port Driving licence Child- care Planning

Ensure departments meet the Prime Minister’s targets for electronic service delivery: 25% capability by 2002 and 100% capability by Moving the target forward Cabinet Office PSA, 2000

Ensure departments meet the Prime Minister’s targets for electronic service delivery: 25% capability by 2002 and 100% capability by 2005, with key services achieving high levels of use. Moving the target forward Cabinet Office PSA, 2002

Moira Atkinson