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DPADM/UNDESA Presentation
Richard Kerby
Senior Inter-Regional Adviser
E-Government and Knowledge Management
2012 E-Governm...
http://www.UNPAN.org/DPADM/
2
2012 E-Government Survey
1. What is new in 2012 Survey
2. Findings
3. Methodology
4. Rankings
http://www.UNPAN.org/DPADM/
5
What is New in 2012
The 2012 questionnaire looked closely at the impact of
whole of governme...
United Nations E-government Survey 2012
Areas of focus for 2012 Survey:
 Emphasis on quantity/quality of Services provide...
World e-government development leaders 2012
Rank Country E-government development index
1 Republic of Korea 0.9283
2 Nethe...
Regional averages in e-government development
http://www.UNPAN.org/DPADM/
9
Findings
Whole-of- government approaches lead the
way in advanced countries
The 2012 Survey ...
http://www.UNPAN.org/DPADM/
10
Findings
Member States are paying closer attention to
multi-channel service delivery
This y...
http://www.UNPAN.org/DPADM/
11
Findings
Developing countries make progress in e-
participation
Many developing countries h...
http://www.UNPAN.org/DPADM/
12
Findings
Citizens demand more services
While the primary focus of Member States has been th...
http://www.UNPAN.org/DPADM/
13
Methodology
Among the objectives of e-government, four
are of paramount importance:
– Effic...
http://www.UNPAN.org/DPADM/
14
Methodology
 E-government survey is a composite index comprising the
Online Service, the T...
http://www.UNPAN.org/DPADM/
15
Methodology
A total of 193 Member States were assessed in the 2012
Survey. The web measure ...
http://www.UNPAN.org/DPADM/
16
Telecommunications Infrastructure Index
  The telecommunications infrastructure index 2012 ...
Supply-side Strategies
e-Infrastructure & e-Information
e -Infrastructure e -Information
1. Internet usage/access
2. Inter...
http://www.UNPAN.org/DPADM/
18
Methodology
 
Human Capital Index
 
The human capital index is a composite of the adult
lit...
Demand-driven Strategies
e-Literacy & e-Consultation
e -Literacy e -Consultation
1. Adult literacy rates
2. Human capital ...
Integrated-Interaction e-Strategies
e-Service & e-Decision-making
e -Service e -Decision-making
1. Four stages of developm...
http://www.UNPAN.org/DPADM/
21
Web Measure Index
The Web Measure Index is base upon a four-stage model.
For countries that...
http://www.UNPAN.org/DPADM/
22
Emerging presence. Stage I - e-government presents information
which is limited and basic. ...
http://www.UNPAN.org/DPADM/
23
Emerging and Enhanced Presences
Information dissemination/outreach
Existence of a national ...
Feature Number of
Countries
Percent
Is the national portal linked to the Ministry of health? 155 80%
Is the national porta...
http://www.UNPAN.org/DPADM/
25
Enhanced presence - Stage II - the online services of the
government enter the interactive ...
http://www.UNPAN.org/DPADM/
26
Interactive Presence
Access/Usability
Search feature
Downloadable/printable forms
Sources o...
Interactive Presence
Feature Number of
Countries
Percent
Can the citizen order non-electronic forms in regards to
educatio...
Interactive Presence
Feature Number of
Countries
Percent
Audio and/or video feature available 117 61%
site offer access in...
Interactive Presence
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 ...
http://www.UNPAN.org/DPADM/
30
Transactional presence - Stage III - allows two-way interactions
between the citizen and hi...
http://www.UNPAN.org/DPADM/
31
Transactional Presence
Service Delivery Capability
Mobile Apps
Security (secure link) featu...
Transactional Presence
Feature Number of
Countries
Percent
Mobile apps in regards to education
11 6%
Mobile apps in regard...
Transactional Presence
181
39
27
13
0 50 100 150 200
National government w ebsite be found easily
using common w eb search...
Transactional Presence
Online Payment
77
41
45
43
34
34
46
55
26
0 20 40 60 80 100
Income taxes
Car registration
Registrat...
http://www.UNPAN.org/DPADM/
35
Networked presence - Stage IV - represents the most
sophisticated level in the online e-gov...
http://www.UNPAN.org/DPADM/
36
Networked Presence
Citizen participation/interconnectedness
E-participation policy or missi...
Networked Presence
Feature Number of
Countries
Percent
Can citizens tag, assess and rank content on the website 18 9%
Sect...
http://www.UNPAN.org/DPADM/
38
E-Participation Index
The E-Participation Index assesses the quality, usefulness and
releva...
http://www.UNPAN.org/DPADM/
39
E-participation Tools
1. Discussion Forums
2. Customer Satisfaction Surveys
3. Opinion Poll...
Networked Presence
E-Participation Outcomes
8
54
87
14
48
14
0 20 40 60 80 100
Calendar listing of upcoming activities
Onl...
http://www.UNPAN.org/DPADM/
41
Thank You
UN e-government survey 2012
UN e-government survey 2012
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UN e-government survey 2012

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UN e-government survey 2012

  1. 1. DPADM/UNDESA Presentation Richard Kerby Senior Inter-Regional Adviser E-Government and Knowledge Management 2012 E-Government Survey
  2. 2. http://www.UNPAN.org/DPADM/ 2 2012 E-Government Survey 1. What is new in 2012 Survey 2. Findings 3. Methodology 4. Rankings
  3. 3. http://www.UNPAN.org/DPADM/ 5 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
  4. 4. 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
  5. 5. 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
  6. 6. Regional averages in e-government development
  7. 7. http://www.UNPAN.org/DPADM/ 9 Findings Whole-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.
  8. 8. http://www.UNPAN.org/DPADM/ 10 Findings Member 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
  9. 9. http://www.UNPAN.org/DPADM/ 11 Findings Developing 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.
  10. 10. http://www.UNPAN.org/DPADM/ 12 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.
  11. 11. http://www.UNPAN.org/DPADM/ 13 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.
  12. 12. http://www.UNPAN.org/DPADM/ 14 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.
  13. 13. http://www.UNPAN.org/DPADM/ 15 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.  
  14. 14. http://www.UNPAN.org/DPADM/ 16 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.
  15. 15. 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 http://www.unpan.org/dpadm/ 11
  16. 16. http://www.UNPAN.org/DPADM/ 18 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).
  17. 17. 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 http://www.unpan.org/dpadm/ 17
  18. 18. 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 http://www.unpan.org/dpadm/ 22
  19. 19. http://www.UNPAN.org/DPADM/ 21 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
  20. 20. http://www.UNPAN.org/DPADM/ 22 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
  21. 21. http://www.UNPAN.org/DPADM/ 23 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
  22. 22. 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 Feature Number of Countries 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%
  23. 23. http://www.UNPAN.org/DPADM/ 25 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
  24. 24. http://www.UNPAN.org/DPADM/ 26 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
  25. 25. Interactive Presence Feature Number of Countries 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%
  26. 26. Interactive Presence Feature Number of Countries 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%
  27. 27. Interactive Presence 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 site offer video of sign language? II-72: Does the site contain a glossary of words? Number of Countries Countries that do not have Countries that have
  28. 28. http://www.UNPAN.org/DPADM/ 30 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
  29. 29. http://www.UNPAN.org/DPADM/ 31 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
  30. 30. Transactional Presence Feature Number of Countries Percent Mobile apps in regards to education 11 6% Mobile apps in regards to health 13 7% Mobile apps in regards to finance 13 7% Mobile apps in regards to social welfare 11 6% Mobile apps in regards to labour 11 6% Mobile apps in regards to the environment 7 4%
  31. 31. Transactional Presence 181 39 27 13 0 50 100 150 200 National government w ebsite be found easily using common w eb search tools security (secure link) feature clearly available / indicated Website offers a service to send messages (such as new s alerts) to the citizen’s mobile phone? Website offer a service to read the content of pages aloud via a speaker or headphones Number of Countries
  32. 32. Transactional Presence 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
  33. 33. http://www.UNPAN.org/DPADM/ 35 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
  34. 34. http://www.UNPAN.org/DPADM/ 36 Networked Presence Citizen participation/interconnectedness E-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
  35. 35. Networked Presence Feature Number of Countries 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%
  36. 36. http://www.UNPAN.org/DPADM/ 38 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.
  37. 37. http://www.UNPAN.org/DPADM/ 39 E-participation Tools 1. Discussion Forums 2. Customer Satisfaction Surveys 3. Opinion Polls 4. Blogs 5. Social Networking Sites (Facebook)
  38. 38. 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
  39. 39. http://www.UNPAN.org/DPADM/ 41 Thank You

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