1. Step up to Saxion. Experiences and policy implications E-GOVERNMENT IN THE NETHERLANDS Margriet de Vos Produced as implementation of the project ERA_IP_10_2008/11/2008

2. Step up to Saxion. CONTENTS Introduction on E-Government –Definition –E-Government phases –E-Government aims E-Government in The Netherlands –NL factsheets –Examples of E-Government in NL –Experiences with DigiD, IBG and Studylink –Main question –Other cases Succes and failure factors of E-Government Policy implications E-Government Myths Conclusion

3. Step up to Saxion. E-GOVERNMENT (Jongmans 2007) refers to the G overnment s’ use of I nformation T echnologies to exchange information and services with citizens G2C, businesses G2B and other arms of the government, societal Organizations, civil servants ( G2G)

4. Step up to Saxion. STEPS FROM ELECTRONIC GOVERNMENT TO CONNECTED GOVERNANCE U N GOVERNMENT SURVEY 2008 emerging enhanced interactive transactional connected integration transformation E-government continuum complexity value

5. Step up to Saxion. AIMS (UN E-gov survey) Internally Avoidance of duplication Reducing transaction costs Simplifying bureaucratic procedures Greater efficiency Greater coordination and communication Enhanced transparency Information sharing between agencies Security of information management Externally Faster service delivery Greater efficacy Increased flexibility of service use Innovation in service delivery Greater participation Greater citizen empowerment Citizen participation

6. Step up to Saxion. NL FACTSHEET Population 16.4 mln 12 provinces, 467 municipalities Housholds with internet access: 86% Housholds with broadband connection: 74% Individuals having ordered online last 3 months: 43% Individuals using internet for interacting with public authorities: –48% obtaining information –30% downloading forms –32% returning filled forms Eurostat 2008 (e-government factsheets)

7. Step up to Saxion. GLOBAL E-GOVERNMENT SURVEY 2008 UN E–Government Readiness Index Top 10 CountriesCountryIndex 1.Sweden0.9157 2.Denmark0.9134 3.Norway0.8921 4.United States 0.8644 5.Netherlands0.8631 6.Republic of Korea0.8317 7.Canada0.8172 8.Australia0.8108 9.France0.8038 10.United Kingdom0.7872 E–Participation Index Top 10 CountriesCountryIndex 1.United States1.0000 2.Republic of Korea0.9773 3.Denmark0.9318 4.France0.9318 5.Australia0.8864 6.New Zealand0.7955 7.Mexico0.7500 8.Estonia0.7273 9.Sweden0.6591 10.Singapore 0.6364

8. Step up to Saxion. GROUP WORK Why is e-participation still low in NL, although the e-readiness score is so high ( 86%)? –Geographical reasons –Cultural reasons –Political reasons –Economical reasons –Legal reasons –etc

9. Step up to Saxion. E-READINESS IT-education Welfare income/Digital device population density Wire-friendly soil

10. Step up to Saxion. GAP BETWEEN E-READINESS AND E-PARTICIPATION INDIVIDUALISM 16,5 MLN OPINIONS NOT TOP DOWN MISTRUST 16,5 MLN IT-EXPERTS

11. Step up to Saxion. GOVERNMENT.NL NORA Reference architecture (Bayens 2006) COULD be used by municipalities

12. Step up to Saxion. EXAMPLES OF E-GOVERNMENT IN NL Overheid.nl (2003) 2003: Taxes: belastingdienst.nl 2004: Biometric Passport /ID card 2004 C2000 Digital radio network (Public order/safety) 2005 Identification signature: DigiD 2005 2007 Unique Citizen Service Number 2007 Dutch donor registration 2008 IBG, study link (enrollment unversities) 2009 Electronic Patient records National action program on electronic highways 1994 Dutch Digital Delta 1999 Better Government for cititzens and business 2000

13. Step up to Saxion. 2006 DigID Authentication service and message system

14. Step up to Saxion.

15. 2006 DigiD AUTHENTICATION SERVICE AND MESSAGE SYSTEM Citizen service Number Identification and signature

16. Step up to Saxion. EXPERIENCES WITH E-GOVERNMENT COLLABORATION WITHIN A CHAIN IN THE NETHERLANDS

17. Step up to Saxion. MAIN QUESTION Which lessons can we draw for public sector transformation from the Dutch experiences with E- Government collaboration within a chain?

18. Step up to Saxion.

23. ASSIGNMENT 1.Discuss the experiences with DigiD, IBG and Studielink in NL: what’s going right or wrong. 2.Compare this system to the enrollment systems in other countries or to other integrated systems

24. Step up to Saxion. E-GOVERNMENT COLLABORATION WITHIN A CHAIN Bottleneck : lack of standards and compatible infrastructure Collaboration within a chain: end of autonomy of organizations Interrelated tasks: standardization of processess and procedures More Bureaucracy? Flexible infrastructure!!

25. Step up to Saxion. VEHICLE LICENSE AGENCY (Bekkers 2008) Basic data registration of vehicles –Vehicle info –License plate number of the car –Vehicle owner info Free access to info for police, garages, tax and customs administration, insurance, post office Privileged access on demand

26. Step up to Saxion. SUCCES and FAIL FACTORS (Bekkers 2008) 1. Flexible information infrastructure -Technological agreements (definition, use and management of ICT) -Political agreements (autonomy) -Economic agreements (allocation of costs and benefits) -Legal agreements (specific rights and obligations (privacy)

27. Step up to Saxion. SUCCES and FAIL FACTORS (Bekkers 2008) 2. Interorganizational relationships and flexibility Relationships between organizations: trust, reputation, social capital, collaboration The battle of the back offices!

28. Step up to Saxion. POLICY IMPLICATIONS (Bekkers 2008) not only technical agreements Flexibel Infrastructure: common technical standards and communication networks (Low road, High road) Focus on structure and quality of the relations (access, distribution and use of info (power) may change) –Trustworthy environment –Central organization (the battle of the back offices) E-government infrastructure should be embedded in the contents of a policy program

29. Step up to Saxion. Why are we implementing e-government? What problem are we solving? Are we adding value? Will this change the government? STOP AND THINK

30. Step up to Saxion. E-GOVERNMENT MYTHS (Bekkers & Homburg, 2007) A new and better government Technological progress and instrumentality Citizen as an empowered consumer

31. Step up to Saxion. Agenda for Connected Governance UN 2008 Connected Governance E-PARTICIPATION & TRANSFORMATION Vision and Leadership Aligning Values,Objectives and Culture Cross Jurisdictional Collaboration and Consensus Private/Public Partnership People Development E-Government Delivery Skills Engagement and Empowerment

32. Step up to Saxion. CONCLUSION For transformation of the government and e- participation, e-government should: Be embedded in the contents of a policy program Have a flexibel Infrastructure Have a broader focus than IT Focus on structure and quality of the relations

33. Step up to Saxion. THE END OF PART ONE Have a break!

34. Step up to Saxion. LITERATURE Bayens, Guido (2006) E-government in The Netherlands, an architectual approach http://www.scribd.com/doc/2253214/Egovernment-in-the-Netherlands Bekkers, Victor and Vincent Homburg (2007) The myths of E-government: Looking beyond the assumptions of a new and better Government. In: The Information society 23: 373-382 Bekkers, Victor (2009), Flexible Information infrastructures in Dutch E-government collaboration arrangements: experiences and policy implications In: Government Information quarterly, volume 26, issue 1: 60-68 E-government in The Netherlands (2008), e-government factsheets http://epractice.eu Groeneveld, Michiel (2009), DigiD Digital Identity in Dutch eGovernment services, http://www.digid.nl Jongemans, Maarten en Bas Janssen (2007) Developments in E-government: a comparative analysis between Ireland and The Netherlands http://www.scribd.com/doc/2335646/Developments-in-eGovernment-A- comparative-analysis-between-Ireland-and-The-Netherlands UN E-government survey 2008 Fron E-government to connected Governance http://www2.unpan.org/egovkb