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MBA of Public Administration & e-Government

These are some brief notes on Public Administration & e-Government - 1

Dr.  S.  Maurer,  
MBA Professor

Many e-government it invëstment planning processes now require some analysis of the costs and returns expected from that proposed investment.  Unfortunately,  public sector managers often lack models that can guide them through such analyses.

e-government might enable a citizen to access the form they need to fill out to order a copy of their birth certificate without needing to know that the health Department handles the request.  Other services that citizens want online include renewing a driver's license,  voting on the internet,  filing taxes,  and obtaining park information.

E-government is about improving the work of all branches of government,  not just public administration in the narrow sense.

More people are online than ever before and government agencies are improving their web sites to provide more information and services for public access.

E-government gives New public management fresh blood.  Not only does information and communications technology provide the infrastructure and software tools needed for a loosely coupled network of governmental units to collaborate effectively,  the infiltration of this technology into government agencies tends to lead naturally to institutional reform,  since it is difficult to maintain strictly hierarchical channels of communication and control when every civil servant can collaborate efficiently and directly with anyone else via the internet.

New technologies are changing the way that law enforcement investigates suspected criminals from tracking e-mails and eaves dropping cellular phone calls.  These examples of e-government,  and many others,  show how it is changing the way we share information,  transact business,  and make decisions.  Lawyers are among the many professionals impacted by these changes.

e-government e-Commerce is the transaction of money for government services,  or vice versa,  government purchasing.  People can pay Federal taxes electronically and many states are following suit by beginning to accept online tax payments.

You need to help councils recognise crm as a change enabler and help them use crm to become more open,  more accountable,  more inclusive and better able to lead their communities in an informed and cohesive way.

The next phase of activity will focus on proving,  qualitatively and quantitatively,  the direct benefits of crm for the citizen and council,  including a tool for calculating the benefits and the Return-on-Investment.

Introducing electronic voting is mainly a question of offering a package of electronic services [such as online voting,  egistration,  postal vote application] in line with other online service initiatives.  Of course there are policy questions to consider as well,  such as authentication and security,  but in broad terms,  the act of casting and counting a vote can be considered the service element of the democratic process.

Any e-government portal offers a varied bouquet of services.  Citizens can apply for the issuance of birth certificates and replace national ID cards,  view their phone and electricity bills,  check for outstanding traffic fines,  renew their driving licenses and apply for entry to state universities.  Tourists,  meanwhile,  can file complaints,  while other features are provided for exporters,  including taxation and customs services.

crm,  regardless of whether it is private sector or public sector - e-government - is far more than a great website or a well-staffed call center.  it is a combination of innovation in processes,  technologies and people that will facilitate excellent citizen support at the same time as cutting the costs of its provision.

Legislation introduced in the U.S.  Senate typifies the way legislators often blend e-democracy and e-government rhetoric,  but in concrete actions overwhelmingly focus on e-government.  The bipartisan e-government Act of 2001,  co-sponsored by 12 senators,  says two of its major goals are: to enhance citizen access to government information and to increase citizen participation in government.

Often there is not a hard-and-fast distinction between e-government and e-democracy.  Take voting technology.  To the extent that improved voting technology reduces government's cost of conducting a reliable vote,  it is e-government.  But to the extent it systematically influences who votes,  whose votes are actually counted or any other variable that affects the translation of voter preferences into public policy,  it is e-democracy.

e-government,  and many others,  show how it is changing the way we share information,  transact business,  and make decisions.  Lawyers are among the many professionals impacted by these changes.

These are some brief notes on Public Administration & e-Government - 2

Dr.  S.  Maurer,  
MBA Professor

One reason why e-Govërnment will continue to fair well is because many advocates and practitioners have learned that implementing it doesn’t depend totally on dollars.

Technologies like the internet may be changing the way that governments interact with citizens and businesses,  but that's only part of the puzzle.  What happens behind an e-government web site is a fundamental change in the way that government business is being conducted.

We’re finding a healthy appetite among the world’s government leaders who are eager to embrace e-government,  because they see its enormous potential to help them improve the way they deliver federal services to businesses and people.

To some,  e-government might seem to be little more than an effort to expand the market of e-commerce from business to government.  Surely there is some truth in this.

The implications of it for the future of government are as yet dimly perceived,  notwithstanding a stream of speculation and informed commentary on the future of democracy and governance.

government agencies describe online and offline information and services using a consistent classification system [a metadata].  The result is an integrated catalogue of information that you can search via the internet.

customer relationship management crm will play a key role in giving citizens access to information,  so enabling organisations to achieve this deadline.  Widely adopted within the private sector,  it has been pinpointed by local authorities as a key component of their e- government strategies.

The future for e-government will be affected by the way that the supply market changes.  To date,  some it suppliers have responded more effectively than others to the way in which the local e-government market has developed.

Opportunities for citizens to communicate with their governments are growing.  A recent e-government study found continued improvement in the number of state and federal sites that provide e-mail addresses to allow direct communication with government departments and individuals; more opportunities for site visitors to post comments; and a doubling in the percentage of sites that allow citizens to register for e-mailed updates on specific issues.

E-government is about improving the work of all branches of government,  not just public administration in the narrow sense.

Investment e-government decisions in the public sector,  whether they involve it or not,  necessarily take place in a context of political and policy influences.  No matter how solid or technically sophisticated an ROI analysis may be,  it will not likely be the sole determinant of an investment decision.  When deciding how to prepare and present an ROI analysis,  therefore,  it is best to take into account all the potential risks that influence the decision process.

e-government can facilitate new forms of collaboration among governments which cut across and diminish such boundaries.  The EuroCities project is an example.  Perhaps in the long term e-government will help to strengthen the identification of citizens.

Since governmental institutions take part in marketing and sales activities,  both as buyers and sellers,  it is not inconsistent to speak of e-government applications of e-commerce.  Governments do after all conduct business.

e-government is going to be a prime enabler for transformation of the way that central and local government interact and communicate with Citizens.

E-government opens up many possibilities for innovating and improving government services.  Many governments are working toward providing citizens with access to information and services 24 hours a day,  seven days a week from the convenience of their home or office PC.  This requires organizing services by the needs of citizens,  rather than by the agencies that provide them.

These are some brief notes on Public Administration & e-Government - 3

Dr.  S.  Maurer,  
MBA Professor

e-government it is morë about leading change and transforming institutional processes with technology as the enabler and leadership as the driver.  e-government Fellows offer a unique perspective on e-government and the challenges of implementing it [see Reach for the Future].  Also,  e-government can be funded through reengineering and other management improvements.

One reason why e-government will continue to fair well is because many advocates and practitioners have learned that implementing it doesn’t depend totally on dollars.

All surveys indicate strong demand for e-government from citizens and business and significant benefits flowing from access to online services.  government agencies demonstrated significant improvements in efficiency and reduced costs.  The findings provide strong support for the Better Services,  Better government strategy.

e-government can facilitate new forms of collaboration among governments which cut across and diminish such boundaries.  The EuroCities project is an example.  Perhaps in the long term e-government will help to strengthen the identification of citizens.

web sites are the most common vehicle for providing electronic access to public information.  According to some estimates,  there have been more than 10,000 e-government web sites developed in the United States to date.  These include the full array of federal,  state,  and local governments.

The e-government ROI analysis that will answer these types of questions considers how much the investment contributes to achieving program goals and producing the desired results.  it considers direct,  indirect,  and opportunity costs.  The indirect costs include such things as training and administration over time.  An opportunity cost could be the loss of return or revenue you would have received had you chosen a different alternative.

E-government promises to make government more efficient,  responsive,  transparent and legitimate and is also creating a rapidly growing market of goods and services,  with a variety of new business opportunities.

e-government is in principle nothing new.  Governments were among the first users of computers.  But the global proliferation of the internet,  which effectively integrates information and communications technology on the basis of open standards,  combined with the movement to reform public administration known as New public management,  has for good reason generated a new wave of interest in the topic.

From an manufacturer perspective,  improvements need to be made to the customer/supplier interface,  if e-government is to continue to flourish.  In particular,  the concept of partnering needs to evolve and develop into a 'modern relationship'.

crm,  regardless of whether it is private sector or public sector - e-government - is far more than a great website or a well-staffed call center.  it is a combination of innovation in processes,  technologies and people that will facilitate excellent citizen support at the same time as cutting the costs of its provision.

The crm will enable councils to work together,  saving time and resources.

The number of people in the United States seeking government-related information online increased 70% between 2000 and 2002,  from 40 million in 2000 to 68 million in 2002,  according to a Pew internet and American Life study.

e-government opens up many possibilities for innovating and improving government services.  Many governments are working toward providing citizens with access to information and services 24 hours a day,  seven days a week from the convenience of their home or office PC.

The internet is primarily a communications medium,  not a space to do things,  other than buy the odd book,  CD or bottle of wine.  And yet there are hundreds of projects up and down the country,  online communities,  pressure groups and learning centres where e-government is happening.

E-government refers to the systematic use by government agencies of information and communications technologies [such as wide area networks,  the internet,  and mobile computing] that have the ability to transform relations with citizens,  businesses,  and government.  These technologies can improve delivery of services,  including interactions with business and citizens,  and promote efficient management.

These are some brief notes on Public Administration & e-Government - 4

Dr.  S.  Maurer,  
MBA Professor

The most prominent obstacle to ë-government is digital illiteracy,  followed by a lack of well-developed procedures for cooperation between the public and private sector.  In addition,  shortage of funds or lack of public funds for new projects posed significant obstacles to e-government implementation.

customer relationship management crm will play a key role in giving citizens access to information,  so enabling organisations to achieve this deadline.  Widely adopted within the private sector,  it has been pinpointed by local authorities as a key component of their e- government strategies.

By definition,  e-government is simply the use of information and communications technology,  such as the internet,  to improve the processes of government.

The implications of it for the future of government are as yet dimly perceived,  notwithstanding a stream of speculation and informed commentary on the future of democracy and governance.

Take-up of e-services is the biggest issue surrounding e-government.  We should be looking at what people want,  rather than what we have to give them.  Some national guidance on this would be useful.

The next phase of activity will focus on proving,  qualitatively and quantitatively,  the direct benefits of crm for the citizen and council,  including a tool for calculating the benefits and the Return-on-Investment.

e-government,  and many others,  show how it is changing the way we share information,  transact business,  and make decisions.  Lawyers are among the many professionals impacted by these changes.

You need to help councils recognise crm as a change enabler and help them use crm to become more open,  more accountable,  more inclusive and better able to lead their communities in an informed and cohesive way.

Many of us have already experienced the potential of the web to change our relationships with other individuals,  with the business community,  and more recently with e-government.  Getting citizens out of line and getting them online are phrases that are being used to create visions of the new relationship between citizens and government.

E-government opens up many possibilities for innovating and improving government services.  Many governments are working toward providing citizens with access to information and services 24 hours a day,  seven days a week from the convenience of their home or office PC.  This requires organizing services by the needs of citizens,  rather than by the agencies that provide them.

As a cio in charge of an e-government project,  the first step is to define the accessibility of the enterprises and citizens to the e-government services and informations.

government agencies describe online and offline information and services using a consistent classification system [a metadata].  The result is an integrated catalogue of information that you can search via the internet.

You must bring clarity and definition to the role of customer relationship management within local authorities and support councils in delivering modern,  successful,  and effective local government services.

government decision makers must make the most of scarce resources and at the same time respond to ever-increasing demands for improved performance and the new e-government technology.  Thus the need for wise investment in information technology continues to grow.

Have we achieved the 'benefits' that were used to justify the e-government program? How do we continue to improve our services and build upon the foundations that we will have created?