measuring and evaluating e-government performance in the arab world 3 rd meeting of working group 2...
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Measuring and evaluating
e-government performance in the Arab
World
Measuring and evaluating
e-government performance in the Arab
World3rd meeting of working group 2 on the e-
government and administrative simplificationDubai, UAE 12-13 March 2007
Dr. Ehab M. MoustafaPrincipal & Lead Consultant
InterCan Development Company Ltd.
12 March 2007 Dr. Ehab Moustafa2
AgendaAgenda
• Issues to address
• Definitions
• Scope
• The problem
• Observations
• Conclusions
12 March 2007 Dr. Ehab Moustafa3
Issues to addressIssues to address
• Why governments need to measure and evaluate e-government?– prioritise actions,– justify investments,– assess impacts
• What are the challenges that governments have to face in measuring and evaluating e-government progress?– lack of evaluation culture, – poor evaluation skills, – measurement problems
12 March 2007 Dr. Ehab Moustafa4
Governance & GovernmentGovernance & Government
• Governance is the processes of governing (The function)
• Government is established to administer these processes and systems (the Mechanisms through which we are governed)
ShshShsh
sssssssssssssssssssssss
shsh
ShshShsh
sssssssssssssssssssssss
shsh
Loca
l Gov
Legal System
Central Gov
Legislative System
Civil SocietyCivil Society
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Governance ModelGovernance Model
policypolicy
RegulateRegulate
Procedures Procedures
ServicesServices
To govern is to• Set policies• Regulate – how these
policies are implemented
• Serving society – rendering services to your constituency
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What the e in eGovernment means?
What the e in eGovernment means?
• e-Government = more efficient and effective government
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The new face of governanceThe new face of governance
• Globalization forces governments to compete
• Constituencies demanding for better governance
• Governing with customer focused philosophy
• Change in governance culture
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survivorssurvivors
• “The species that survived were not the most intelligent (or strongest) – they were the most adaptable to change”
Charles Darwin
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Stages of service delivery in eGovernment
Stages of service delivery in eGovernment
emergingemerging
enhancedenhanced
interactiveinteractive
transactionaltransactional
networkednetworked
StageStage
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e-Government Strategic Goals (versions)
e-Government Strategic Goals (versions)
• In 1990’s– was to make the Federal government more results-
oriented (effective), efficient and citizen-centered. • In 2000’s
– Reinventing the way we do business, more interactive and transactional (but keeping basic structures of government unchanged!!!!)
• Next decade– Dramatic changes to the government we know, more
direct participation of the constituency and empowering CS to create the Information Society
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e-Gov Evolution e-Gov Evolution
e-Gov I
e-Gov II
e-Gov III
1990’s1990’s 2000’s2000’s 2010’s2010’s
•Focus on Focus on effectivenesseffectiveness•Change imageChange image•Drive the e-Drive the e-economyeconomy
•eBusinesseBusiness•eCommerceeCommerce
•Information Information provisionprovision•Imitate e-businessImitate e-business•Web presenceWeb presence•BrandingBranding
•Create own Create own modelmodel•Real Real reinventionreinvention•Addressing Addressing efficiencyefficiency•interoperabilityinteroperability
•Serious BPRSerious BPR•Citizen focusCitizen focus•Focus on Core Focus on Core businessbusiness•Service delivery Service delivery enhancementenhancement
•New governance New governance model model •Good GovernanceGood Governance•e-Citizene-Citizen•e-Inclusione-Inclusion•e-Participatione-Participation•e-Fusione-Fusion•e-Democracye-Democracy•Bigger role 4 CSOBigger role 4 CSO•Real GlobalizationReal Globalization•New democratic New democratic structuresstructures
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Citizen Centric GovernmentCitizen Centric Government
Mini DMini D Mini CMini C Mini BMini B Mini AMini A
Redesigned ServiceRedesigned Service
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The TripartiteThe Tripartite
Civil SocietyCivil Society
Business SectorBusiness SectorStateState
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The 10 Golden QuestionsThe 10 Golden Questions
1. Why are we pursuing e-government?
2 Do we have a clear vision and priorities for e-government?
3. What kind of e-government are we ready for?
4. Is there enough political will to lead the e-government effort?
5. Are we selecting e-government projects in the best way?
6. How should we plan and manage e-government projects?
7. How will we overcome resistance from within the government?
8. How will we measure and communicate progress? How will we know if
we are failing?
9. What should our relationship be with the private sector?
10. How can e-government improve citizen participation in public affairs?
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Back to Governance and e-Government
Back to Governance and e-Government
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Good GovernanceGood Governance
Good governance has 8 major characteristics, they are:
– participatory, – consensus oriented, – accountable, – transparent, – responsive, – effective and efficient, – equitable and inclusive, and – follows the rule of law
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It’s about knowledgeIt’s about knowledge
• Better governance is about better policy and decisions making
• The key to a GOOD governance is knowledge.
ContextContextIndependenceIndependence
UnderstandingUnderstandingDataData
InformationInformation
KnowledgeKnowledge
wisdomwisdom
Understanding relationsUnderstanding relations
Understanding PatternsUnderstanding Patterns
Understanding PrincipalsUnderstanding Principals
12 March 2007 Dr. Ehab Moustafa18
Efficient GovernanceEfficient Governance
• The aim of e-government initiative is to provide efficient government management of information to the citizen; better service delivery to citizens; and empowerment of the people through access to information and participation in public policy decision-making.
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4 Perspectives4 Perspectives
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Gov Knowledge BaseGov Knowledge Base
E - ServicesE - ServicesG2GG2B
G2C G2E
e-Gove-Gov FunctionsFunctionsBusiness processes
Business rulesHelp
Desk
Help
Desk
Kn
ow
led
ge
Kn
ow
led
ge
Man
ag
em
en
tM
an
ag
em
en
t
Citizen Centric e-Gov ArchitectureCitizen Centric e-Gov Architecture
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e-functions
Help DeskHelp Desk
Kn
ow
led
ge
bas
eK
no
wle
dg
e b
ase
PolicPolicy y
makimakingng
Business Rules
Business processes
e-servicese-services
Knowledge ManagementKnowledge Management
partners
Businesses
Citizen
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QUESTION???QUESTION???
• ARE WE PROBING THE RIGHT INDICATORS?
• Does our dashboard contain the proper navigation aids?
• What these indicators are telling us?
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Mission and Core ValuesMission and Core Values
Vision
Strategy
Citizen InternalProcesses
Civil Serv.Learning
Objectives
Financial Citizen InternalProcesses
Civil Serv.Learning
Measures
Our desired future
Differentiating activities
What we must do well in order to implementour strategy.
How strategic successis measured and tracked.
Initiatives
Financial
Strategy definition and execution
Strategy definition and execution
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Balanced Progress Measurement
Balanced Progress Measurement
MissionMission
Goals & ObjectivesGoals & ObjectivesA- goal 1A- goal 1B- goal 2B- goal 2C- goal 3C- goal 3
IndicatorsIndicatorsAA
IndicatorsIndicatorsBB
IndicatorsIndicatorsCC
measurementmeasurement
Citizen perspective
Learn & Growthperspective
Financial perspective
Internal process perspective
12 March 2007 Dr. Ehab Moustafa25
Move from the stakeholders perspective
Move from the stakeholders perspective
• G2C G2B G2E G2G
• e.g. G2C– Inclusion
• Access 10 steps scale to achieve full access• Organization• Legal• Services• willingness
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G2C inclusion progress radarG2C inclusion progress radar
90908080707060605050404030302020101000
ACCESSACCESS
eServiceseServices
eLearningeLearning
eInfoeInfo
eConsultatioeConsultationn
ICT InfrastructureICT Infrastructure
LegalLegal
12 March 2007 Dr. Ehab Moustafa27
Challenges for the Future:Challenges for the Future:
Building Governance Capacity
• The three major domains of governance - the state, the private sector and civil society - must address new cross-cutting issues in a complex and uncertain era of political and economic globalization.
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The Arab’s Knowledge SocietyThe Arab’s Knowledge Society• The status of Arab knowledge at the beginning of the
21st century, despite the presence of significant human capital in the region, the report concluded that disabling constraints hamper the acquisition, diffusion and production of knowledge in Arab societies. This human capital, under more promising conditions, could offer a substantial base for an Arab knowledge renaissance. Its closing section puts forward a strategic vision for creating knowledge societies in the Arab world based on five pillars: Guaranteeing key freedoms; Disseminating quality education; Embedding science; Shifting towards knowledge based production; and Developing an enlightened Arab knowledge model.
The UNDP Arab Human Development Report - 2003
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Suggestions & Recommendations
Suggestions & Recommendations
• Strategies the 4 perspectives for all
• Establish a work group to develop the balanced progress indicators and agree with the stakeholders on the measures and mechanisms of deployment and reporting.
• Encourage the creation of national Forums network that will be responsible of measuring and reporting the progress.
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