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

2. 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

3. 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 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

4. 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

5. 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

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

7. 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: (
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.
Brasil
Chile
eGovernment in LAC

8. LAC’s experience include.....
Financial Management
E-Procurement
Tax Administration
Guatemala
Mexico
Jamaica
Colombia
Chile
Chile
Guatemala
eGovernment in LAC

9. 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