“the needs of enterprises concerning egovernment services” edwin van der ouderaa september 19...
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“The Needs of Enterprises concerning eGovernment Services”
Edwin van der Ouderaa
September 19 2002
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The Needs of EnterprisesThe Needs of Enterprises
Customer-Centric – complexity of the administration is invisible to the user
Integrated – joined-up government
Personalised – targeted services based on unique identification
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Customer-Centric eGovernment ServicesCustomer-Centric eGovernment Services
Built around the enterprise, not the administration
Levels of government not important to the enterprise
Complexity of government is hidden
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Integrated eGovernment ServicesIntegrated eGovernment Services
Integrated … not separated
Goal: joined-up government
Top-level commitment and leadership are crucial to success
Service integration requires information integration and data-sharing
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Personalised eGovernment ServicesPersonalised eGovernment Services
Unique identification underpins personalisation
Information must be shared across government
Australian Tax Office
• Step 1: Unique business number for each enterprise
• Cornerstone of service delivery to enterprises
• Goal: Optimise service delivery to Australian businesses
• Future plans: Online account submission, tax payment, etc.
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Barriers to ImplementationBarriers to Implementation
Security concerns need to be tackled through use of technologies such as PKI, as used on the ROS project in Ireland
© Accenture October 2001
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Fulfilling the PromiseFulfilling the Promise
Portals
• Familiar user-friendly gateway to government services
• Single point of entry
• Services structured around customer’s intentions
• Transacting business is the key – integration into the back office unleashes rich potential
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1. Single point of access to all federal government services
4. Easy, user-friendly access :
3. Transactional services in a secure and performant environment
5. Unique identification and personalisation
- Accessible to the handicapped
- Independent of browers and platforms
- Multi-channel delivery possible
L’e-Portail du gouvernement Fédéral est basé sur les objectifs fondamentaux:
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2. Information structured according to the needs to citizens, businesses and civil servants
Example: Belgian Federal PortalExample: Belgian Federal Portal
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Example: Catalonian Open AdministrationExample: Catalonian Open Administration
The Results so far …
• Catalonian Open Administration project: a single point of contact for all government services, unique digital identification
• Transformation in service delivery – joining up government
• First set of services on stream in July 2002
• Implementation of further services is planned
The Vision
• Generalitat de Catalunya: 6m people in autonomous region in Spain
• Bold Government vision: greater transparency and simplicity, while boosting Catalonia’s standing in the eWorld”
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Mail Retail Internet/Web
Face to
Face
Service Centers
Phone/IVR Pager WirelessCall Center
KioskEmail
Citizens Businesses Employees Agencies
The Channel PerspectiveThe Channel Perspective
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A View of Portals and their BenefitsA View of Portals and their Benefits
Portal – a channel which supports electronic delivery of a number of related eGovernment services.
Common platform for service delivery applications
Portals marries the front end & back end processes
Common interface with citizens, businesses, employees and other governmental entities
Portal implementation can drive transformational change
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Coordinating across layers of GovernmentCoordinating across layers of Government
Services are provided at different levels – sub-national, national and EU
Portals provide the common solution
Pragmatism required, but big picture idea must exist
Organic cooperation
Flexible framework for conducting business with government
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The Future …The Future …
Public/private partnerships can continue to realise success
uCommerce – transactions possible anywhere, any time
eGovernment continues to stimulate eBusiness and thus economic growth
eGovernment services going in the right direction
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QuestionsQuestions
?
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“The Needs of Enterprises concerning eGovernment Services”
Edwin van der Ouderaa
September 19 2002