un e-government workshop: trends, challenges, and...

UN eUN e--Government Workshop:Government Workshop:Trends, Challenges, and KnowledgeTrends, Challenges, and Knowledge--SharingSharing

Jerry MechlingHarvard University

December 15, 2008

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Our Goal:Our Goal:

Harvarde-Gov Research

UNe-Gov Practice

1. Starting with research, how does it apply in practice?2. Starting with practice, how is it helped by research?

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Workshop Overview …Workshop Overview …

1. Harvard Research2. UN Practice3. Workshop Agenda

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Harvard Policy Group for NetworkHarvard Policy Group for Network--Enabled Enabled Services and GovernmentServices and Government

PK Agarwal, State of CaliforniaMichael Armstrong, San AntonioJ. Kenneth Blackwell, State of OhioPhil Bertolini, Oakland County, MichiganGeorge Burgess, Miami Dade CountyJanet Caldow, IBMAneesh Chopra, VirginiaSharon Dawes, SUNY AlbanyKaren Evans, U.S. OMBMaryantonett Flumian, Service CanadaJon Fullinwider, County of Los AngelesLouis Gutierrez, Massachusetts

Steven W. Jennings, Harris County, Texas Randy Johnson, Hennepin County, MNMr. Gopal Kapur, Center for Project MgtTimothy Loewenstein, Buffalo County, NEStuart McKee, Microsoft Jerry Mechling, Harvard UniversityJane Smith Patterson, e-NC Authority, State of North Carolina

Marlin Schneider, State of WisconsinMr. John Sindelar, U.S. GSATeri Takai, State of MichiganMarty Wagner, U.S. GSA

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“If you want to be an effective leader in our

networked world, you need to engage engage IT issues.”

e e -- SERVICESSERVICES1. Reshape work and strategies1. Reshape work and strategies2. Innovation, not automation2. Innovation, not automation3. Best practice implementations3. Best practice implementations4. Better budgeting/financing4. Better budgeting/financing

GOVERNANCEGOVERNANCE5. Protect privacy and security5. Protect privacy and security6. 6. EcEc development partnershipsdevelopment partnerships7. Equal opportunity/communities7. Equal opportunity/communities8. Digital democracy8. Digital democracy

Eight ImperativesEight Imperatives

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Thinking about the imperatives…Thinking about the imperatives…

8. Prepare for digital democracy

7. Support communities and equity

6. Partner for economic growth

5. Protect privacy and security

4. Overcome budget biases

3. Implement as organizational change

2. Invest in innovation

1. Reshape flow of work

XX??VIOptions

e-se

rvic

esgo

vern

ance

Where I=involvement; V=value; ??=confusion; and XX=conflict

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hierarchy of authority

1. Remote, asynchronous service – fewer interruptions/tripsrules rules rules rules rules rules

2. Self-service, redesigned service – fewer handoffs/delays

xxxx x

1. Reshape the flow of work…1. Reshape the flow of work…

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1. Remote, asynchronous service – fewer interruptions/trips

3. Transparent, outsourced service – better specialization2. Self-service, redesigned service – fewer handoffs/delays

Supplier/Partner NEW ORG (core functions only)

rules rules rules rules rules rules

hierarchy of authority

Boundaries: program, agency, enterprise, jurisdiction, industry, nation = areas of accepted authority


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1. Remote, asynchronous service – fewer interruptions/trips

3. Transparent, outsourced service – better specialization2. Self-service, redesigned service – fewer handoffs/delays

rules rules rules rules rules rulesonline servicesenterprise integrationcommunity of practice

Supplier/Partner NEW ORG (core functions only)

Make three increasingly big and difficult movesMake three increasingly big and difficult moves


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???TURBULENT

The Learning Organization(most investment)

STABLE

Specialized Planning Staff(least investment)

2 31

EVOLUTIONARY

Total Quality Management(significant investment)

REVOLUTIONARY

Reengineering(very significant investment)

size of steps taken

frequ

ency

of s

teps

take

n

2. Invest in innovation…2. Invest in innovation…

Add effort + authority as turbulence increasesAdd effort + authority as turbulence increases

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Plan:plans, pilots; stake-holder involvement and education

Do:Just do it; line leadership for projects

Negotiate:negotiation, control;

align incentives,maintain focus

Lead:care, commitment;

“slow trigger, fast bullet”

conflict

conf

usio

n

3. Implement as org change…3. Implement as org change…

Overcome barriers of confusion and conflictOvercome barriers of confusion and conflict

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4. Overcome budget biases…4. Overcome budget biases…

innovation

financial C/B++

cross-program

multi-year

+/- last year

financial C/B

single program

single year

HI-VALUE I-TBUDGETING

Budget for “crossBudget for “cross--boundary” innovations…boundary” innovations…

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5. Protect privacy and security…5. Protect privacy and security…

• interdependencies• uncontrolled access

• access tools• audit trails

Security

• record links• Big Brother

• granular access• anonymity

Privacy

consprosVALUE

Leaders must act, but there are few easy answersLeaders must act, but there are few easy answers

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6. 6. PartnerPartner for economic growth…for economic growth…

CommunicationsFinances

HumanResources Governance

• wired and wireless nets• broadband• etc.

• global standards• efficient services• legitimacy• etc.

• taxes• venture capital• etc.

• education• lifelong education• cultural activities• etc.

Avoid too much AND too little Avoid too much AND too little gov’tgov’t controlcontrol

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7. Support communities/equity…7. Support communities/equity…

area of best balancearea of best balanceso

cial

val

ue

community regulation, support

individual freedom, accountability

stifling regulation,lost innovation

no safety net,civil strife

In many settings, equity is a growing problem.In many settings, equity is a growing problem.

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8. Prepare for digital democracy…8. Prepare for digital democracy…

ThinDemocracy

DisengagedDemocracy

Balanced Balanced DemocracyDemocracy

ElitistDemocracy

broader engagement

deep

er e

ngag

emen

t

Engage people in “the conversation”Engage people in “the conversation”

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Avoid the major leadership mistakes…Avoid the major leadership mistakes…

• Head in the sand– IT “not strategic”– “Don’t bother me”

• Silver bullet– IT as “the solution”– “Don’t bother me”

• Boiled frog– Misses the real problem– Can’t respond in time

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Top research issues for discussion?Top research issues for discussion?









XX??VIOptions

e-se

rvic

esgo

vern

ance


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Top research issues for discussion?Top research issues for discussion?





2

8




1

8

2

4

3

8

3

4

2

1


All321Options

e-se

rvic

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vern

ance


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UN issues for discussion…UN issues for discussion…

• Resistance to change – bureaucratic opposition; transparency and anti-corruption

• Culture - - differences, power, and key elements• Leadership – role• Governments acting in own behalf – can you improve internally, or must you go

outside• Poverty priorities: focus on equity and economic development • Capacity building for leaders in developing countries

• Security not addressed, so developing country web services in danger – needs international cooperation, legal framework

• Needing critical mass, but constrained on moving people to new jobs• Privates can focus on profits, but UN must spread focus across more

requirements• But what about settings where democracy is not available; can that in some

cases be better as a way forward?• For developing countries dependent on outside funding, what must change?• How balance internal and external forces for change?

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Workshop Agenda GoalsWorkshop Agenda Goals

1. Framework for decision-making

2. ITC eChoupal Initiative

3. Lunch

4. Small group/plenary knowledge sharing

5. Conclusions and the future

E-Gov Success

• Theory• Practice• Application

With a little help With a little help from our friends…from our friends…

Onward!!!Onward!!!

un e-government workshop: trends, challenges, and...

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