www.e-envoy.gov.uk what egovernment is for - redefining the vision moira atkinson office of the...
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www.e-envoy.gov.uk
What eGovernment is for - Redefining the Vision
Moira Atkinson
Office of the e-Envoy
September 2002
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What ise-government
for?
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Delivery is at the heart of our agenda for transforming
government, and e-government is one of the most powerful
catalysts we have for achieving that transformation.
Tony BlairPrime Minister
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Transforming the experience of service
users
Transforming the effectiveness of
government interventions
Transforming the efficiency of government
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Not the online world
just
Business change drives benefits realisation for government – and for
service users
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So what’s happened?
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Lots of good things
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We have already done a lot
• Over 50% of central government services are now online – 74% forecast to be online by end 2002, almost all by 2005
• English local authorities expect over a third of services to be online by 2002, and full coverage by 2005
• UK online portal providing a single route into government
• Government Gateway delivering world-leading integration and authentication
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That’s not enough
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2138 .gov.uk domains
registered
No sign of critical mass
No common design or navigation
Limited transactions
No customer focus
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People are doing things on line
28%Personal banking/financial investment activities
42%Buying or ordering tickets/goods/services
56%General browsing or surfing
73%Using e-mail
74%Finding information about goods and services
Purpose of internet use as a proportion of all adults who have accessed the internet. Respondents could give more than one answer.
Source: National Statistics Omnibus Survey February 2002
But use of government services lags behind
19%Using or accessing government/official services
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We succeed only if services are used
• Too many services have been producer driven
• e-Government introduces choice – often for the first time
• New channels must be designed to meet customers’ needs – or they will not be used
• Need for real innovation – not superficial automation
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Ineffective• Fragmented services• Government isolated from the
rest of life• Irrelevant and backward looking• Users aren’t there
Integrated• Government presents a single
face - drawing on the supplier base to create a tailored product
• User needs to state a problem
Invisible• Government is part of life• User doesn’t have to do
anything - it just happens
Indifferent• You can do your business with
government online• but it’s fragmented and
inconsistent • User needs to provide the
connections
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Challenge: get above the line, and stay there
How do we organise to
deliver?
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Ser
vice
s • The delivery priorities
– Health, education, crime,
transport
• High transaction volumes
• Scope for high takeup
Focus on key services which will drive take-up and reap efficiency savings
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• Services not delivered• Services delivered, but not used
– Services not compelling because developed in isolation
– Critical mass not achieved
• Services delivered, but at excessive cost
Risks and issues
Identify risks and issues for the programme as a whole and manage them coherently across government
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Organising to deliver
Programme board
Services
Ris
ks a
nd is
sues
PM
PSX(E) CSMB
OGC
HMT
OeE
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But government should not go it alone• e-Enabling services makes it easier to
– Establish one stop shops covering a range of
services
– Encourage a range of providers to provide
government services – from CABx to supermarkets
– Bundle government, voluntary and commercial
services to meet customer needs
• Any of which may need private and public sector service providers to work together to meet the needs of service users
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Job Centre
CABx Bank Yahoo AAPost
OfficeUK
online
Rules Rules
Gateway and authentication
Tax Benefits VEDPass-port
Driving licence
Child-care
Planning
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Ensure departments meet the Prime Minister’s targets for electronic service delivery:
25% capability by 2002 and 100% capability by 2005.
Moving the target forward
Cabinet Office PSA, 2000
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Ensure departments meet the Prime Minister’s targets for electronic service delivery:
25% capability by 2002 and 100% capability by 2005, with key services achieving high levels of use.
Moving the target forward
Cabinet Office PSA, 2002