“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