E governance maturity model

2. PRESENTATION
ON
E- GOVERNMENT MATURITY MODEL

3. INTRODUCTION
 Maturity Models is a classification which defines
different levels of development in electronic delivery
of governance.
 An e-government e-portal's maturity model is a set
of stages (from basic to advanced ones) that
determines the maturity of the e-government e-
portal.
 The main benefit of those maturity models is to
offer a way to rank e-government portals.
 Maturity models can also serve as a guide to help
agencies enhance their e-government portal’s
quality.

4. E-GOVERNMENT MATURITY MODELS:
 Windley Maturity Model
 Reddick Maturity Model
 Accenture Maturity Model
 UK Maturity Model
 Netchaeva Maturity Model

5. WINDLEY MATURITY MODEL
 Windley developed a four stage maturity model of e-government.
 The model was applied to the ‘Utah.gov’ state portal in the US.
 The author concluded that the portal is solidly at the second stage of
maturity.
 The maturity model is defined as follows:
 • The 1st stage is “simple Web site”: This stage features static pages
with downloadable forms.
 • The 2nd stage is “online government”: This stage features
interaction mechanisms such as emails, Web forms, help and FAQs.
 • The 3rd stage is “integrated government”: This stage features end
to end transactions. Moreover, information is shared between
departments at this stage.
 • The 4th stage is “transformed government”: At this stage, the
services are customer centric and organized according to citizens’
needs and segmented according to population groups and life
events. Vertical and horizontal integration is also present at this
stage.

6. REDDICK MATURITY MODEL
 Reddick developed a two stage maturity model of
e-government. The model was used in the US
context in examining the current stage of municipal
e-government in the American cities.
 This maturity model is defined as follows:
• The 1st stage is “cataloguing”: At this stage,
information about the government and its activities
is presented on the web.
• The 2nd stage is “transactions”: At this stage,
citizens can make transactions over the web.

7.  The two-stage model is applied to data from the 2002
International City/County Management Association
(ICMA) Electronic Government survey.
 The findings indicate that G2C Web sites are primarily in
Stage I.
 There does not appear to be much movement outside of
the information dissemination stage of e-government. In
regards to the G2G relationships, cities are becoming
more advanced with many transactions completed over
the city’s Intranet.
 However, the greatest advancement has taken place in
the G2B relationship, in which procurement of
equipment and office supplies was done by around half
of the surveyed cities. These findings imply that e-
government growth is more pronounced in some areas
than others.

8.  The first stage of growth (cataloging of information)
is initial efforts of governments to establish an
online presence. Cataloguing involves presenting
information about government and its activities on
the Web. At this stage, the information is
nontransactional in nature. Online presence saves
the government time and money since staff are
oftentimes consumed with answering basic
questions about government services and
procedures. A Web presence reduces the workload
of street level bureaucrats because it is a functional
equivalent to being open twenty-four hours a day,
seven days a week.

9.  The second stage of e-government growth is the transaction
phase. This occurs when online cities allow citizens to
transact with government electronically by putting databases
online so that citizens can pay taxes, fines, or fees. The fact
that they can contact one point of government and complete
any level of government transaction (i.e., the idea of ‘‘one stop
shopping’’) is a most desirable feature. Transactions
conducted electronically should improve efficiency for both
customers and the agency compared to the first stage of
cataloguing information. This also makes government more
accessible for those who cannot attend because of meetings
or have work schedules that make them unable to visit a
branch office during business hours. This stage will empower
citizens to deal with government online anytime, saving hours
of paperwork, the inconvenience of traveling to a government
office and time spent waiting in line. In this article, we
incorporate Layne and Lee’s first two stages of e-government
growth and combine it with three types of e-government
relationships.1

11.  The G2C relationship shows that e-government is
primarily in Stage I cataloging information, in
essence, providing an online presence for cities. E-
government is more developed when it comes to
G2G use of Intranets for government employees.
However, the most advancement has occurred in
G2B in the online procurement of office supplies
and equipment. There is, however, further room for
improvement in this category

12. ACCENTURE MATURITY MODEL
 Accenture developed a five stage maturity model of
e-government. The model was used to rank the
following countries in e-government: Canada,
Singapore, United States, Denmark, Australia,
Finland, Hong Kong, United Kingdom, Belgium,
Germany, Ireland, France, The Netherlands, Spain,
Japan, Norway, Italy, Malaysia, Mexico, Portugal,
Brazil, and South Africa.

13.  The maturity model is defined as follows:
 The 1st stage is “online presence”: At this stage,
information is published online. •
 The 2nd stage is “basic capability”: At this stage,
security and certification is developed. The online
presence is broad.
 The 3rd stage is “service availability”: At this stage,
many services are available in the e-portal. This stage
also features cross agency cooperation. Moreover, the
services are designed to meet customer needs.
 The 4th stage is “mature delivery”: At this stage, the
services are clustered. There is a clear ownership and
authority – CIO (Chief Information Officer) or central
agency. The customer is involved in the process of e-
government and the services are marketed.
 The 5th stage is “service transformation”: At this stage,
improved customer service delivery is the target. This
stage also features multichannel integration.

14.  Summary of Accenture Maturity Model
Stage 1 Stage 2 Stage 3 Stage 4 Stage 5
- Information
is
published
online
- Security
- Online
presence is
broad
- Many
services are
available
- Cross
agency
cooperation
- Services are
customer
centric
- Services are
clustered
- Clear
ownership
and authority
- CIO or
centra
- Improved
customer
service
delivery
- Multichannel

15. UK MATURITY MODEL
The UK National Audit Office presented a report to
the House of Commons, in which an e-government
maturity model was developed using five stages as
the following:
 The 1st stage is “basic site”: At this stage, few
pages are available in the Web site which give
basic information about the agency.
 The 2nd stage is “electronic publishing”: At this
stage, the Web site contains many pages.

16.  The 3rd stage is “e-publishing”: This stage features
personalization options and customizable search
tools. Some forms can be submitted online and
others can be downloaded. Moreover, at this stage
there is an extensive use of emails and the
responses are timely. Besides that, email alerts to
notify the users about new content is an offered
functionality.
 The 4th stage is “Transactional”: At this stage, the
users make secure transactions over the Web.
 The 5th stage is “joined-up e-governance”: This
stage features one stop shops and joined up
governments (vertical and horizontal integration).

17. NETCHAEVA MATURITY MODEL
Netchaeva developed a five stage e-government maturity
model without giving names to designate each stage as
follows:
 The 1st stage features online Web sites with department
information.
 The 2nd stage features FAQs and email systems.
International Journal of Software Engineering &
Applications (IJSEA), Vol.5, No.3, May 2014 80
 The 3rd stage features forums and opinion surveys.
 The 4th stage features online services such as: license
renewals and payment of fines.
 The 5th stage features one stop shops. The citizens can
vote, contribute in online discussions and make
comments on policy and legislation proposals.

18.  Summary of Netchaeva Maturity Model
Stage 1 Stage 2 Stage 3 Stage 4 Stage 5
- Online
Websites
- FAQs And
Email
Systems
- Forums and
Opinion
Surveys
- Online
Services
- One Stop
Shop

19. Thank You