e-government measurement escwa...

e-Government Measurement

ESCWA Proposal

Technology for Development Division (TDD)

DESA/DPADM EGM

NYC, USA, May 2017

Outline

• Introduction

• e-GDI overview

• GEMS overview

• ESCWA proposal

e-GDI Overview

Developed and managed by by DPADM

(UNDESA)

- Measures the development of e-Gov in the

world (193 countries)

- Based on surveys

- First edition: 2001

- Update: each 2 years

e-GDI Overview �

Pillars

• Telecom Infrastructure Index (TII)

• Human Capital Index (HCI)

• Online Services Index (OSI)

Final Score: Average of 3 normalized values

e-GDI Overview �

Telecom Infrastructure Index (TII)

e-GDI Overview �

Human Capital Index (HCI)

e-GDI Overview �

Online Services Index (OSI)

- Evaluation based on expert surveys

- 4 patterns upon progress level in e-Gov

- Sub themes in the survey

- Whole government

- Multi-channel service delivery

- Open Government

- E-Participation

e-GDI Overview �

4 stages:

Emerging – Enhanced – Transactional - Connected

e-GDI scores of ESCWA Member Countries (2016)Country Rank Score Online service Telecom Infra Human Capital

Bahrain 24 0.7734 0.8261 0.7762 0.7178

Egypt 108 0.4594 0.4710 0.3025 0.6048

Iraq 141 0.3334 0.3551 0.1647 0.4803

Jordan 91 0.5123 0.4565 0.3458 0.7344

Kuwait 40 0.7080 0.6522 0.7430 0.7287

Lebanon 73 0.5646 0.5145 0.4911 0.6882

Libya 118 0.4322 0.1087 0.4291 0.7588

Mauritania 184 0.1734 0.0652 0.1536 0.3015

Morocco 85 0.5186 0.7391 0.3429 0.4737

Oman 66 0.5962 0.5942 0.5147 0.6796

Palestine n/a n/a n/a n/a n/a

Qatar 48 0.6699 0.6739 0.6041 0.7317

Saudi Arabia 44 0.6822 0.6739 0.5733 0.7995

Sudan 161 0.2539 0.2174 0.1861 0.3581

Syrian Arab Republic 137 0.3404 0.3261 0.2087 0.4864

Tunisia 72 0.5682 0.7174 0.3476 0.6397

United Arab Emirates 29 0.7515 0.8913 0.6881 0.6752

Yemen 174 0.2248 0.1449 0.1465 0.3829

Region Average 94 0.503 0.495 0.412 0.602

e-GDI scores of ESCWA Member Countries (EMCs)

0

20

40

60

80

100

120

140

160

180

200

Region Average

Online Services Index (OSI) scores of EMCs

0

0.1

0.2

0.3

0.4

0.5

0.6

0.7

0.8

0.9

Region Average

Telecom Infra Index (TII) scores of EMCs

0

0.1

0.2

0.3

0.4

0.5

0.6

0.7

0.8

0.9

1

Region Average

Human Capital Index (HCI) scores of EMCs

0

0.1

0.2

0.3

0.4

0.5

0.6

0.7

0.8

0.9

Region Average

e-Participation Index (EPI)

Additional index from UN-DESA

Qualitative assessment based on national websites

3 pillars:

- e-Information: availability of public information for

citizens

- e-Consultation: citizen participation in public

policies and services

- e-Decision: empowerment of citizens in decision

making process related to services and policies

EPI scores of EMCs (2016)Country Rank Score

Bahrain 32 0.7458

Egypt 107 0.4068

Iraq 104 0.4237

Jordan 98 0.4576

Kuwait 55 0.6441

Lebanon 91 0.4915

Libya 170 0.1017

Mauritania 184 0.0508

Morocco 17 0.8305

Oman 76 0.5593

Palestine n/a n/a

Qatar 55 0.6441

Saudi Arabia 39 0.7119

Sudan 138 0.2542

Syrian Arab Republic 98 0.4576

Tunisia 43 0.6949

United Arab Emirates 32 0.7458

Yemen 164 0.1356

Region Average 88 0.491

EPI scores of EMCs

0

20

40

60

80

100

120

140

160

180

200

Region Average

Outline

• Introduction

• e-GDI overview

• GEMS overview

• ESCWA proposal

GEMS Overview

Status of International Indicators

Main Global Indices Limitation

Different Measures

and Criteria

Global Indices

Comparison Capacity No Measure of

Impact

1

3 2

Focus on Infrastructure

Focus on Human Resources

Multiple Data collection

mechanisms

Needed criteria:

- Usage

- Satisfaction

Incomplete

comparison:

- Over time

- Among agencies

- Among services

- Among countries

© Copyright ESCWA. All rights reserved. No part of this presentation in all its property may be used or reproduced in any form without written permission

Government Electronic and Mobile Services(GEMS) Maturity Index

ESCWA e-Gov Strategies

ESCWA

E-Gov

Strategies

Study

2014

New Technology Trends

Cloud Computing

Social Networks

Open and Big Data

Smart Services

Maturity Index

Need for an Index to measure

maturity and usage of e-Services

Status of International

Indicators

Various

processes

Status

Lack of

Comparison

Lack of

Impact

1

3 2

Government

Electronic and

Mobile

Services Maturity

Index

GEMS Overview

GEMS: Main Features

Measure the Maturity of Digital Gov

Services

Focus on Citizen-Centered e-Gov Services

Support Business Process Reengineering

Multi-dimensional Comparison

1 Index

3 Pillars

24 KPIs

84 e-Gov Services

GEMS Overview

GEMS Framework

GEMS Overview

GEMS Pillars

Pillar Description #KPIs

Service Availability &

SophisticationSupply-side KPIs 15

Service Usage &

Satisfaction

Demand-side

KPIs6

Public Outreach Inclusion KPIs 3

Total KPIs: 24

GEMS Overview

GEMS: Multi-dimension Comparison

Service Availability and Sophistication Service Usage and Satisfaction Public OutreachCA B

0.66

0.57

0.86

MoL

MoI

MoEW

MoL 0.43

MoI 0.47

MoEW 0.65

0.83

1.00

0.90

MoL

MoI

MoEW

MoEW (1.00)(1.00)

MOL (0.69)(0.84)

Portal Mobile

MOI (0.29)(0.90)

MoEW MoLMoI

Marketing &

Awareness

1.00 0.801.00

Capabilities

Development

0.81 0.851.00Service

Usage

Customer

Satisfaction

MoEW MoLMoI

0.470.550.58

0.400.400.73

GEMS Calculation

• 84 e-services

• KPIs for each service

• Equations to assess services

• Equations to assess entities

• Equations to calculate overall

score

Service

questionnaire

Service

questionnaire

Service

questionnaire

Service

questionnaire

Entity

questionnaire

GEMS Overview

GEMS Overview

GEMS Calculation �

Index Sub-Index

Overall Score

MoEW

0.79

MoL

0.60

MoI

0.62

Service Availability

and Sophistication

MoEW

0.86

MoL

0.66

MoI

0.57

Service Usage

and Satisfaction

MoEW

0.65

MoL

0.43

MoI

0.47

Public Outreach

MoEW

0.90

MoL

0.83

MoI

1.00

Sub-Index Elements

� Availability and Sophistication over portal

� Availability and Sophistication over mobile

� Service Usage 0.58

0.73

0.47

0.40

0.55

0.40� User Satisfaction

� Marketing & Awareness 0.81

1.00

0.85

0.80

1.00

1.00� Capabilities Development

MoEW MoLMoI

� Channel Accessibility

1.00

1.00

0.55

0.50

0.84

0.69

0.39

0.50

0.90

0.29

0.38

0.80� Open Data Provisioning

A

B

C

GEMS Overall

GEMS Implementation Phases

3+ years

GEMS Maturity Index - Implementation Journey

Index Design Global Rollout

Government Summit 2014

� Development of index

� Development of initial roll-

out approach

� Seeking sponsorship for

index implementation

� Index releases will cover

increasingly more non-

Arab countries until all or

most UN member states

are included

� Continuously improving the

design of the index

� Index releases will

increase footprint to

eventually include all Arab

countries and build time-

series data

� Inaugural release of index

with select countries

� Pilot of index with select

Government entities and

their services

Index Launch, Inaugural Release and

Rollout

2–3 years

GEMS overview

Selected Countries for Pilot Implementation

Bahrain Egypt Iraq Jordan KSA Kuwait Lebanon

Libya Morocco Tunisia Mauritania

Oman Palestine Qatar Syria UAE Yemen Sudan

partlypartlyDoneDone

GEMS services in EMCs

• 78 e-services in 6-10 countries (out of 11)

• 6 e-services in <5 countries (out of 11)

GEMS Overview

GEMS Services Availability in EMCs

9-10, 26

6-8, 52

Pre-closure judicial clearance

submission

Work permit cancellation

Government contractor

registration

Education smart ID issuance

Transportation smart ID

issuance

Public taxi booking

6

GEMS Overview

GEMS Services: National mapping

70

48 47 4640

3121 16 11

10

30 2738

43

47

54

37

29

4 6 10

1

6 9

31

44

Jordan Morocco Oman Bahrain Iraq Tunisia Palestine Lebanon Sudan

e-services Manual Services Services outside the scope of GEMS

7

2

Morocco

51

Palestine

26

3

Tunisia

11

6

Jordan

6

Lebanon

5

Sudan

e-services

m-services

GEMS Overview

Assessed Services in EMCs

Mauritania

2

Outline

• Introduction

• e-GDI overview

• GEMS overview

• ESCWA proposal

ESCWA Proposal

Track #1

• Full implementation of GEMS index in the

Arab region

Requirements

- Assignment of national focal point

- National Capacity building workshops

- Web tool for data collection and processing

ESCWA Proposal �

Track #2

• Integration with e-GDI

Requirements

- Addition of 4th pillar on Service Maturity

- Detailed discussion with UNDESA

ESCWA Proposal �

Expected Advantages

• Include Usage and User

satisfaction in addition to service

availability

• Include m-services (smart

services)

• Include Open data availability

• Enhance GEMS applicability

Challenges

• Ability to apply GEMS framework

in all countries

Thank You /

[email protected]: FraihatHaidarDr.

[email protected]: -Dr. Nawar AL

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