1. Providing effective governance with smarter
eGovernance strategies
Dr Tim Kelly
Dr Siddhartha Raja

2. Presentation agenda: 4x3x2x3x15
• Four Global Trends
– Social networking
– Ubiquitous broadband
– “Big Data”
– Cloud Computing
• Three forms of eGovernment
– Supplement
– Expand
– Innovation
• Two good practice case studies
– Republic of Korea
– Kerala State, India
• Three African case
– Botswana eGov strategy
– South Africa Tax filing
– Kenya open data initiative
• Fifteen Recommendations

3. Background: Global industry trends
Social networks will be the citizen interface:
Number of active Facebook users globally
uBroadband will be the access mode:
Population penetration of 3G services
Open and “big” data will assist in service
delivery: Could save $300B in healthcare costs in
the U.S.
Cloud computing will be the infrastructure:
Maturity in ~3 years; market of $150B by 2014
R&D, $108
Clinic
operations,
$165
Accounting
& pricing,
$47
Public
health, $9
New
business
models, $5
Source: iCrossing, 2012
Source: McKinsey Global Institute., 2011
Source: Gartner Consulting, 2010
Source: ITU
Opportunity

4. Analytical framework for eGovernment
Supplement Expand Innovate
Definition ICTs supplement existing
Government services and
processes, allowing
anytime, anywhere
anyone e-services on a
new platform.
ICTs expand conventional
government services and
processes to previously
un- or underserved
constituents:
ICTs allow citizens to
access and use new
services and engage in
new ways to promote
service delivery and good
governance:
Examples Websites, portals, SMS
interfaces to e-services
(e.g. appointments,
renewals, confirmations)
Health hotlines,
agriculture extension,
electronic voting, real-
time project monitoring
Participatory budgeting,
citizen participatory
monitoring, real-time
incident and event
reporting
Implications
for government
Marginal, related to being
able to provide any
related ‘physical’ service
at the needed location and
time.
Moderate to significant,
related to expanding the
capacity of services and
institutions to serve the
needs of a larger number
of possibly more vocal
citizens. This may need
re-engineering of systems.
Significant, related to
changing the mode of
interaction between
governments and citizens,
creating the capacity to
respond, and developing
the processes to innovate
mobile tools and
governance systems.

5. Case: U:Government in Republic of Korea
• Republic of Korea ranks #1 in UN eGovernment Rankings in 2012
with near ubiquitous fixed and mobile broadband networks
• But, inter-ministry silos hinder coordinated delivery of government
services
So ….
• Government has developed concept of Ubiquitous Government,
provding anywhere, anytime services connecting anyone and
anything (A4)
• Government agencies have issued more than 160 different mobile
applications, including:
– ePeople: citizen feedback and corruption monitoring
– eGov: a single national portal for eGovernment applications
• In 2011, the government launched a 5-year US$55m mGovernment
program aimed at creating a common platform for mGovernment
applications
Source: Adapted from World Bank (forthcoming) ICT4D 2012

6. Case: Kerala India: Supplementing State Services
• The Southern Indian States of Kerala has a population of 33m
• Kerala State IT Mission (KISTM) has a mandate to provide equitable
and affordable access to government services
• But, only limited reach for Internet and fixed-line phones
So …
• The proposed solution is a state-wide mGovernment platform
• Based on a common Service Delivery Platform (SDP) that integrates
voice, data and SMS
• “Plug and Play” architecture avoids duplication of efforts
• Common short code, dial KERALA (537252) for unified call centre
• Launched in December 2010, it has made an impressive start:
– Bringing together work of 60 government agencies and parastatals
– More than 20 mobile applications launched
– Over 200’000 photos captured for crime and incident reporting
– Over three million interactions with citizens
Source: Adapted from Rajendra Kumar, Inclusive Development through E-Governance

7. Africa eGovernment Examples
• Botswana national eGovernment Strategy
– US$ 76m program over next five years
– PEP (Portal Enhancement Program)
– Be STRONG (Botswana eGovernment Service Transformation, Reform,
Organisational and Network Governance)
– STEP (Skills Transformation in support of eGovernment)
• South Africa’s eFiling Tax System
– Launched by South Africa Revenue Services to individuals in 2006
– Increased revenue collection (above target in 2010)
– Simplified forms and improved turnaround time (80% of refunds
within 48 hours)
– Improved customer service
• Kenya Open Data Initiative (KODI)
– Launched in July 2011
– Makes government data available to the public (eg national census data,
exam results, parliamentary proceedings etc
– Data visualisations via the Socrata Platform

8. What does it take? 15 Recommendations
• Coordinate e- and mGoverment strategically
• Promote universal access to broadband internet (fixed or mobile)
• Improve affordability of devices and services
• Create shared facilities and resources
• Enable mobile money
• Open government and public information for use, and create
interfaces for developers
• Develop a new generation of mobile apps developers locally
• Support content creation in local languages
• Mobilize and train users
• Encourage public-private partnerships (PPPs)
• Enable shared responsibilities in services delivery
• Promote process efficiencies in resource management and allocation
• Train government officials
• Incentive testing, user-centric design and innovation
• Build Trust
Source: Adapted from World Bank (forthcoming) ICT4D 2012