un e-government survey 2012

DPADM/UNDESA Presentation

Richard KerbySenior Inter-Regional AdviserE-Government and Knowledge

Management

2012 E-Government Survey

http://www.UNPAN.org/DPADM/ 2

2012 E-Government Survey

1. What is new in 2012 Survey

2. Findings

3. Methodology

4. Rankings


What is New in 2012

The 2012 questionnaire looked closely at the impact of whole of government. Ministries and National sites scores combined.

It will look at how ICT is serving the environment on sustainable development and the International agreed upon goals (Rio, MDGs).

The questions were more granular and specific in detailing the type of social networking tools.

New questions on open data were introduced and deleted to strengthen the survey

United Nations E-government Survey 2012

Areas of focus for 2012 Survey:

Emphasis on quantity/quality of Services provided (NOT number of ministry websites) - INTEGRATION

More attention on Service Usage - USER TAKE-UP More weight to E-Infrastructure in E-Readiness - DIGITAL DIVIDE

High marks for e-services or e-inclusion of Vulnerable Groups - EQUITABLE DEVELOPMENT

High marks for connected Mobile Internet Services - M-GOVERNMENT

New area of assessment on Environmental Issues - E-/M-INFORMATION ON ENVIRONMENT

http://www.unpan.org/dpadm/ 31

World e-government development

leaders 2012 Rank Country E-government development index

1 Republic of Korea 0.9283

2 Netherlands 0.9125

3 United Kingdom 0.8960

4 Denmark 0.8889

5 United States 0.8687

6 France 0.8635

7 Sweden 0.8599

8 Norway 0.8593

9 Finland 0.8505

10 Singapore 0.8474

11 Canada 0.8430

12 Australia 0.8390

13 New Zealand 0.8381

14 Liechtenstein 0.8264

15 Switzerland 0.8134

Regional averages in e-government

development


FindingsWhole-of- government approaches lead the way in advanced countries

The 2012 Survey finds that many Member States are moving from a decentralized single-purpose organization model, to an integrated unified whole-of-government model contributing to efficiency and effectiveness. The model aims at centralizing the entry point of service delivery to a single portal where citizens can access all government-supplied services, regardless of which government authority provides them. In some countries, the whole-of-government approach helps build a transparent government system with interconnected departments and divisions, feeding into the funnel of greater government efficiency and effectiveness.


FindingsMember States are paying closer attention to multi-channel service delivery

This year’s Survey also indicates that global infrastructure access improved, with the global average ICT index value reflecting an increase in mobile penetration – the global average number of mobile subscriptions per 100 inhabitants is now 88.5. Broadband penetration, however, remains very low, with a global average of only 8.7 fixed broadband connections per 100 inhabitants. Mobile-based technologies have become the most rapidly adapted technologies to provide e-services, playing a pivotal role, especially in developing countries. Rural areas with very little access to telephony can now benefit from mobile and broadband services to access services


FindingsDeveloping countries make progress in e-participation

Many developing countries have adopted citizen

inclusion as key in providing “customer”-oriented services. While the Republic of Korea and the Netherlands are the world leaders, Singapore and Kazakhstan are close behind. Europe has the largest share of the top e-participation countries. Despite progress the gains are not spread evenly, both across and within countries, with the majority still offering low levels of engagement possibilities.


Findings

Citizens demand more services

While the primary focus of Member States has been the provision of services from a supplier perspective, recently there has been a shift towards a more consumer demand driven policy and greater emphasis on citizen usage. Nevertheless the level of citizen up-take currently remains at low levels. According to the survey, only 24 countries openly promote free access to e-government services through free wifi or kiosks. Leveraging social media for the benefit of e-service uptake is another area where a greater effort can make a difference since currently only 40 per cent of member states are using a social networking site.


Methodology

Among the objectives of e-government, four are of paramount importance:

– Efficient government management of information to the citizen;

– Better service delivery to citizens;– Improved access and outreach of information; and– Empowerment of the people through participatory

decision making.


Methodology E-government survey is a composite index comprising the

Online Service, the Telecommunication Infrastructure and the Human Capital Indices.

The e-government Development indices are useful for government officials, policy makers, researchers, and the representatives of civil society and the private sector to gain a deeper understanding of the comparative benchmarking of the relative position of a country in utilizing e-government for the citizen vis a vis the rest of the world economies.


Methodology

A total of 193 Member States were assessed in the

2012 Survey. The web measure survey assessments are based on a questionnaire, which looked for the presence/absence of specific characteristics and functionalities of the national and ministerial web sites.

The primary site was the national portal or the official government home page of the Member States.


Telecommunications Infrastructure Index

The telecommunications infrastructure index 2012 is a composite index of five primary indices relating to a country’s telecommunications infrastructure development as they relate to the delivery of e-government services. These are:

– Internet Users /100 persons– Internet Subscriptions /100 persons– Main Telephone Lines /100 persons– Mobile Telephones /100 persons– Broadband /100 persons

Each index represents 20 per cent weight of the overall

telecommunications infrastructure index.

Supply-side Strategies e-Infrastructure & e-Information

e -Infrastructure e -Information

1. Internet usage/access 2. Internet Subscriptions 3. Main telephone lines 4. Mobile phone usage/access 5. Fixed broadband subscribers

1. E-participation policies or information 2. Information re. inclusiveness in e-gov 3. Citizen charters/service agreements 4. Info on employment opportunities



Methodology

Human Capital Index The human capital index is a composite of the

adult literacy rate and the combined primary, secondary, and tertiary gross enrolment ratio, with two thirds weight given to the adult literacy rate. The gross enrolment ratio was drawn primarily from the United Nations Educational, Scientific and Cultural Organization (UNESCO).

Demand-driven Strategies e-Literacy & e-Consultation

e -Literacy e -Consultation

1. Adult literacy rates 2. Human capital development

1. Public consultation blogs 2. Online surveys and polls 3. Chat rooms and instant messaging 4. Web logs, list servers and newsgroups 5. Feedback forms


Integrated-Interaction e-Strategies e-Service & e-Decision-making

e -Service e -Decision-making

1. Four stages of development 2. Use of multimedia technology to interact

with citizens 3. Citizens are consulted regularly on

improving public policy and public service delivery matters

1. Online discussion forums 2. Archives of past discussions 3. Online petitions 4. Officials' responsiveness to

queries/comments and their incorporation of such feedback

5. Official's invitation for suggestions and comments



Web Measure Index

The Web Measure Index is base upon a four-stage model.

For countries that have established an online presence, the model defines stages of e-readiness according to a scale of progressively sophisticated citizen services:

1. Emerging Presence

2. Enhanced Presence

3. Transactional Presence

4. Networked Presence


Emerging presence. Stage I - e-government presents information which is limited and basic. The e-government online presence comprises a web page and/or an official website; links to ministries/departments of education, health, social welfare, labor and finance may/may not exist.

The government provides greater public policy and governance sources of current and archived information, such as policies, laws and regulation, reports, newsletters, and downloadable databases. The user can search for a document and there is a help feature and a site map provided.

Web Presence


Emerging and Enhanced Presences

Information dissemination/outreach

Existence of a national website and ministerial websites including: education, finance, health, labor and/or social services

Site map/index available

"help" / FAQ feature available

News and/or updates on government policies

Feature Number of Countries

Percent

Is the national portal linked to the Ministry of health? 155 80%

Is the national portal linked to the Ministry of Education? 155 80%

Is the national portal linked to the Ministry of Finance? 164 85%

Is the national portal linked to the Ministry of Labour? 147 76%

Is the national portal linked to the Ministry of Social Services? 147 76%

Is the national portal linked to the Ministry of Environment? 143 74%

Emerging and Enhanced Presences


Percent

I-11: Is a site map/index available? 124 64%

I-12: Is a "help" / FAQ feature available? 96 50%

I-10: Is a search feature available? 167 87%


Enhanced presence - Stage II - the online services of the government enter the interactive mode with services to enhance convenience of the consumer such as downloadable forms for tax payment application for license renewal.

Web Presence


Interactive Presence

Access/Usability

Search feature

Downloadable/printable forms

Sources of archived information (laws, policy documents, priorities, etc.) for six sectors (education, health, finance, labour, social services and environment

“Contact us” feature for national and ministries

Audio and video features

Multiple languages availability

Use of wireless technology to send messages to mobile phones or devices

E-mail sign-up option, either as a formal list-serv or simply for news items

PDF Forms



Percent

Can the citizen order non-electronic forms in regards to education online or by email?

10 5%

Can the citizen order non electronic forms in regards to health online or by email?

11 6%

Can the citizen order non electronic forms in regards to finance online or by email?

10 5%

Can the citizen order non electronic forms in regards to social services online or by email?

12 6%

Can the citizen order non electronic forms in regards to labour online or by email?

10 5%

Can the citizen order non electronic forms in regards to environment online or by email?

6 3%



Percent

Audio and/or video feature available 117 61%

site offer access in more than one language 105 54%

Privacy statement 79 41%

Advanced search options 96 50%


9

7

28

184

186

165

0 50 100 150 200

II-63: Is there a text-only version of the

website?

II-71: Does the siteoffer video of sign

language?

II-72: Does the sitecontain a glossary of

words?

Number of Countries

Countriesthat donot haveCountriesthat have


Transactional presence - Stage III - allows two-way interactions between the citizen and his/her government. It includes options for paying taxes; applying for ID cards, birth certificates/passports, license renewals and other similar C2G interactions by allowing him/her to submit these online 24/7.

Web Presence


Transactional Presence

Service Delivery Capability

Mobile Apps

Security (secure link) feature available/indicated

Online forms

Electronic signature feature

Online transactions Online payment by credit, debit, or other card methods

Separate M-Government Section

Information concerning government officials responsible for the provision of specific online services/queries

Really Simple Syndication (RSS) use for e-participation



Percent

Mobile apps in regards to education11 6%

Mobile apps in regards to health13 7%

Mobile apps in regards to finance13 7%

Mobile apps in regards to social welfare11 6%

Mobile apps in regards to labour11 6%

Mobile apps in regards to the environment7 4%


181

39

27

13

0 50 100 150 200

National government w ebsite be found easilyusing common w eb search tools

security (secure link) feature clearly available /indicated

Website offers a service to send messages (suchas new s alerts) to the citizen’s mobile phone?

Website offer a service to read the content ofpages aloud via a speaker or headphones

Number of Countries


Online Payment

77

41

45

43

34

34

46

55

26

0 20 40 60 80 100

Income taxes

Car registration

Registration of a new company

Birth certificates

ID Cards

Drivers licenses

Fines

Utilities

Pay by mobile phone

Number of Countries


Networked presence - Stage IV - represents the most sophisticated level in the online e-government initiatives. It can be characterized by an integration of G2G, G2C and C2G (and reverse) interactions. The government encourages participatory deliberative decision making and is willing and able to involve the society in a two-way open dialogue.

Web Presence


Networked Presence

Citizen participation/interconnectednessE-participation policy or mission statement

Calendar listings of upcoming e-participation activities

Archived information about e-participation activities

E-participation tools to obtain public opinion (polls, surveys, bulletin boards, chat room, blogs, web casting, and discussion forums, etc.)

Citizen feedback on the national strategy, policies and e-services

Provision for publishing the results of citizen feedback

Existence of features to enable access for people with disabilities

Set turnaround time for government to respond to submitted forms/e-mails

Archive on responses by government to citizen’s questions, queries and inputs

Networked Presence


Percent

Can citizens tag, assess and rank content on the website 18 9%

Sections for vulnerable groups such as the poor, illiterate, blind, old, young, immigrants, women, etc 56 29%

Provide e- services through or in partnership with third parties such as civil society or the private sector 71 37%

Gateway to local or regional government 97 50%


E-Participation Index

The E-Participation Index assesses the quality, usefulness and relevancy of the information and services and the willingness of countries to engage citizens in public policy making through the use of the e-government programs.

The E-participation Index is segmented into three sectors: E-information, E-consultation, and E-decision-making.


E-participation Tools

1. Discussion Forums2. Customer Satisfaction Surveys3. Opinion Polls4. Blogs5. Social Networking Sites (Facebook)

Networked Presence

E-Participation Outcomes

8

54

87

14

48

14

0 20 40 60 80 100

Calendar listing of upcoming activities

Online polls

Online surveys or feedback forms

Chat rooms or IM

Blogs

Llistservs or new sgroups

Number of Countries


Thank You

un e-government survey 2012

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