E Governance WEA.pptx

Impact of Digitalization
Case 1 (Lahore, Pakistan)
Bike Purchased: 1976
Case Filed: 2006
Department: E&TP, Pak
Case Closed: 2007
Findings: Miss Print of Chasis No.
Case 2 (Auburn, Alabama, USA)
Person Gone Missing along with His Car: 1976
Case Filed: 1976
Department: PD, Auburn, Alabama, USA
Breakthrough: 2021
Findings: Missing Person’s Dead Body And Car
Found And Identified

Case 3 (Lahore, Pakistan)
Organization: SKMTH
Patient Admitted: 2005
Patient Discharged: 2005
Repeated Visits: Uptill 2010
Patient Readmitted: 2022
(Credentials Preserved and Provided By
Hospital Upon Readmission )
Case 4 (Hyderabad, Pakistan)
Organization: DHQH
Patient Admitted: …………
Patient Discharged: ………..
Repeated Visits: ……………….
Patient Readmitted: ……………

Case 6 (Australia)
Organization: Australian Signal Directorate
Activity: Cyber Attack
Action: Australian Parliament and Political
Parties Hacked Ahead of Elections
Case 5 (China)
Organization: Ministry of Public Security
Activity Duration: 2013 ---- 2016
Activity: Anti-Corruption Drive
Action: Operation Sky Net
Action: Operation Fox Hunt

Case 7 (Shanghi, China)
Activity: Application of E-Wallet
Case 8 (Bihar, India)
Activity: Application of E-Wallet
He also carries a digital tablet with him to
check if the payments are received in his e-
wallets.

Information & Communication Technology (ICT)

What is Governance?
Governance
Way govt. works
Sharing of
Information
Service Delivery

Essence of Good Governance
Least Governance
Customer-centric
Governance
Participative
Governance
• Deregulation
• Right-Sizing
• Partnership
• Service-centricity
• Efficiency
• Joined-up Government
• Inclusion
• Communication
• Consultation

How E-Governance Helps
Governance
Bad Governance
Good Governance E-Governance

Government Versus Governance
Parameter Government Governance
The Term Denotes People selected by predefined
mechanism followed in the
respective state.
Policies, rules and regulation.
Dependency It is an Independent factor. Depends on the government.
Example Democratic Government,
Technocratic Government,
Autocratic government
National Health Policy, Single
National Curriculum, National
Poverty Alleviation Programme

E-Government Versus E-Governance

WhAT E-Governance is Not About
E-Governance is not about ‘e’
but about governance !
E-Governance is not about computers & websites
but about citizens & businesses!
E-Government is not about translating processes
but about transforming processes !

Is E-Governance always based on Internet?
NO !
The following forms are also e-Governance
• Telephone, Fax, Mobile
• CCTV, Tracking Systems, RFID, Biometrics
• Smartcards
• Non-online e-Voting
• TV & Radio-based delivery of public services

What do leading nations aim in E-Governance?
• Interactive Public Services
• Public Procurement
• Public Internet Access Points
• Broadband Connectivity
• Interoperability
• Culture & Tourism
• Secure G2G Communications

E-Governance Target Agents
Citizens
Govt.
Business
Government
Service Delivery
Employees

E-Governance Types
1.G2C (Government to Citizen)
2.G2G (Government to Government)
3.G2B (Government to Business)
4.G2E (Government to Employee)

Examples of E-Services – G2C
• Birth Certificate
• Health Care
• School Admission
• Scholarships
• e-Learning
• Examination Results
• Employment Services
• Vehicle Registration
• Driver’s License
• Passport/Visa
• Agriculture
• Land Record
• Property Registration
• Marriage Certificates
• Taxes
• Utility Services
• Municipality Services
• Pensions
• Insurance
• Health Care
• Death Certificate

Examples of E-Services – G2B
Close
Expand
Operate
Start-up Explore
Opportunities
•Approvals
•Permissions
•Registrations
•Returns
•Taxes
•Permits
•Compliance
•Approvals
•Permissions
•Project Profiles
•Infrastructure
•State Support
•Approvals
•Compliance

Examples of E-Services – G2E
Service
Matters
Appointment
Joining
Payroll
Transfer
Leave
Allowances
Service
Matters
Deduction
Inquries
Loaning
Promotion
ACR
Qualification

Examples of E-Services – G2G
• Inter-Departmental Interaction like reporting, budgeting and planning
to administrative, P&A and financial departments.
• Interaction among multilevel governments like Local Governments,
Provincial Governments and Federal Government.
• Notices, summaries and policies for different departments.
• Inspections, observations and inquires.
• Interaction between control offices and field offices

• Law & Policy-making
• Wider & faster dissemination of laws
• Faster & better formulation of policies
• Better Regulation
• Registration & Licensing - speedier
• Taxation – better revenues
• Environmental Regulations – better compliance
• Transportation & Police – more transparency
• More efficient Services to Citizens & Businesses
• Better Image
• Cost-cutting
• Better targeting of benefits
• Control of corruption
Benefits to Government

• Increased velocity of business
• E.g Tradenet of Singapore
• Ease of doing business with Government
• e-Procurement
• Better Investment climate
• Transparency
Benefits to Business

• Cost and time-savings
• Certainty in getting services
• Better quality of life
• Ease of access of information
• Added convenience – multiple delivery channels
• Possibility of self-service
Benefits to Citizens

E-Governance Generic Models
• The few generic models which have emerged and are being practiced
have been identified as:
• Broadcasting Model
• Comparative Analysis Model
• Critical Flow Model
• E-Advocacy Model
• Interactive Service Model

Broadcasting Model
• Based on mass dissemination of governance related information
which is already available in the public domain into the wider public
domain using ICTs.
• This raises awareness among the citizens about ongoing governance
processes and government services that are available to them and how
they can benefit from them
• The application of this model using appropriate technologies, could
reduce the "information failure situations”

Broadcasting Model (Applications)
• Putting governmental laws and legislations online
• Making available the names, contact addresses, emails, mobile
numbers of local/ regional/ national government officials online.
• Make available information such as governmental plans, budgets,
expenditures, and performance reports online.
• Putting key judicial decisions which are of value to general citizens

Broadcasting Model
Merits
• It enhances 'access' and 'flow' of information to all segments of the
society.
• Government can use this model to provide greater governance
services to their constituencies, and to enhance the participation of
citizens in governance processes.
Demerits
• The model can lose its effectiveness in societies, where the free flow
of information is not possible.

Comparative Analysis Model
• This model empowers people by comparing cases of
bad governance with those of good governance and
identifying specific aspects of bad governance, the
reasons and people behind them, and how the
situation can be improved.

Comparative Analysis Model (Applications)
This model could be applied in the following possible ways:
• To learn from past policies and actions and derive learning lessons for
future policy-making.
• To evaluate the effectiveness of the current policies and identify key
learning in terms of strengths and flaws in the policies.
• To evaluate the performance and track-record of a particular
decision-maker/ decision-making body.

Comparative Analysis Model
Merits:
• Based on the existing sets of information
• Watch-guard organizations and monitor-groups can use this model to
continuously track the governance past record and performance and
compare with different information sets.
Demerits:
• Ineffective in absence of a strong civil society interest and public
memory which is essential to force decision makers to improve existing
governance practice

Critical Flow Model
• The model is based on broadcasting information of 'critical'
value (which by its very nature will not be disclosed by those
involved with bad governance practices) to targeted
audience using ICTs and other tools.
• Targeted audience may include media, affected parties,
opposition parties, judicial bench, independent investigators
or the general public.

Critical Flow Model (Applications)
This model could be applied in the following possible ways :
• Making available corruption related data about a particular Ministry /
Division/ Officials online to its electoral constituency or to the concerned
regulatory body.
• Making available Research studies, Enquiry reports, Impact studies
commissioned by the Government or Independent commissions to the
affected parties.
• Making Human Rights Violations cases violations freely available to
Judiciary, NGOs and concerned citizens.

Critical Flow Model
Merits:
• This model is more directed and evolved.
• Different organizations can use it differently depending on the aspect
of governance they situation they want to address.
• The model corrects information failure, raising awareness about the
bad governance practices, and acts as a hindrance to bad governance
practices.
Demerits:
• The model may not work in cases where the governance mechanism
does not allow public debates and opinions, and censures all
information of critical nature.

E-Advocacy Model
• It is based on setting-up a planned, directed flow of information to build
strong virtual allies to complement actions in the real world.
• Virtual communities are formed which share similar values and concerns,
and these communities in turn link up with or support real-life groups/
activities for concerted action.
• It builds the momentum of real-world processes by adding the opinions
and concerns expressed by virtual communities.
• The strength of this model is in its diversity of the virtual community, and
the ideas, expertise and resources accumulated through this virtual form of
networking.

E Advocacy Model (Applications)
• Fostering public debates on issue of larger concerns, namely on the
themes of upcoming conferences, treaties etc.
• Formation of pressure groups on key issues to force decision makers
to take their concerns into cognizance.
• Making available opinions of a suppressed groups who are not
involved in the decision-making process into wider public domain.

Interactive Service Model
• It is a consolidation of the other digital governance models and opens
up possibilities for one-to-one and self-serviced participation of
individuals in governance processes.
• Under this model, the various services offered by the government
become directly available to its citizens by opening up an interactive
Government to Consumer to Government (G2C2G) channel in various
aspects of governance.

Interactive Service Model (Applications)
• To establish an interactive communication channels with key policy-makers
and members of planning commissions.
• To conduct electronic ballots for the election of government officials and
other office bearers.
• To conduct public debates / opinion polls on issues of wider concern before
formulation of policies and legislative frameworks.
• Filing of grievances, feedback and reports by citizens with the concerned
governmental body. • Establishing decentralised forms of governance.

Seven Principles of
E-Governance

Principle # 1
E-Governance is about
Transformation

Proportion of PPT in a
computerization project
25%
15%
60%
Process People Technology

Proportion of PPT(L!) in an
E-Governance project
35%
40%
20%
5%
Process People Technology Luck

Ingredients of Transformation
Department
Centric
Approach
Process
Orientation
Output-Based
Assessment
Departmental
View
Customer
Centric
Approach
Service
Orientation
Outcome-based
Assessment
Integrated
View

Issues in Transformation
• Degree of Transformation
• Change Management
• External motivation
• Following Best Practice
• Engaging Consultants
• Top Management Support
• Awareness & Communication

Principle # 2
E-Governance requires
A Holistic Approach

7 Areas of Management
Process
Reform
Management
Resource
Management
Procurement
Management
Technology
Management
Knowledge
Management
Change
Management
Program
Management

The Four Pillars of E-Governance
People
Process
Technology
Resources
e-Government

6C Model of Implementation
6C Model
Connectivity
Capital
Citizen
Interface
Cyberlaw
Content
Capacity

Issues in adopting a holistic approach
• Lack of appreciation of the need for holistic
approach
• Complexity in Project Development
• Time-taking
• 5-8% additionality in overall project costs
• Lack of expertise in adopting holistic approach
• Lack of patience

Principle # 3
E-Governance requires us to overcome
A Number of Challenges

The Challenges
•Lack of Process Models
•Status Quo-ism
•Poor Legal Frameworks
1 PROCESS
•Lack of Political Will
•Shortage of Champions
•Lack of Skills in Govt
2 PEOPLE
•Lack of Standards
•Poor Communication
Infrastructure
•Hardware-approach
3TECHNOLGY
•Budget Constraints
•Disinterest of Pvt Sector
•Lack Project Mgt Skills
4RESOURCES

Principle # 4
E-Governance needs
A Systematic Approach
through EGRM

Failing to Plan means…
Planning to Fail !

What is an eGov Roadmap ?
• A set of comprehensive documents that
• provide a vision
• indicate a direction
• set a pace
• create a set of methodologies
• lay down priorities
• enable resource mobilization
• facilitate adoption of holistic approach
… in implementing e-Government

The E-Governance Roadmap…
VISION
STRATEGY STRATEGY
BLUEPRINT BLUEPRINT
eGov PROGRAM eGov PROGRAM
eGov ECOSYSTEM eGov ECOSYSTEM
By 2010, the State
will be . . .
eProc
Workflow
ü Leverage
PPP
A
g
r
i
Land
eChaupal
PPP
GPR
LR
Training
Municip
al
eproc
Police
eSeva
Pancha
yat
Land
DC,
WAN
Other Projects &
Initiatives
Mission Projects &
Initiatives
Core Projects &
Initiatives
eGov Blueprint
Access to Legal
Information
Land
Information
System
Network
Data
Center
Workflow
Capacity
Building
eProc
eSeva
ePanchayat
GPR
HRMS
Financial
Information
System
Kiosks
Vision
Strategy
Blueprint
Program
Ecosystem

Core Policies
•Security
•Standards
•Capacity Building
•PPP
•Service Delivery
•Language
Core
Infrastructure
•SWAN
•Data Centre
•Gateway
•e-Payment
•Call Centre
Core
Applications
•HRMS
•IFMS
•e-Procurement
•GIS
•Workflow
•Portal +RTI
•Citizen ID
Service Delivery
Infrastructure
Urban
CSCs
Rural
CSCs
Group
Applications
G2B
Single
Window
Welfare
Project
Management
Works
Management
EduSat EduPortal
e-Learning
Example of EGRM for a State
Mining CT
Rural
Devpt
AgriPortal
Health
Env &
Forest
Land
Online
Urban
Devpt

Principle # 5
E-Governance Necessitates
Change Management

What is Change Management?
Change Management is about
managing people in a changing environment
so that business changes are successful
and the desired business results are realized.

7 guiding principles of Chg Mgt
1. Senders & Receivers of communications must
be in Sync
2. Assess the levels of resistance & comfort
3. Authority for change must be sufficient &
continuous
4. Value systems in the organization should support
Chg Mgt
5. Change should be of right quantum
6. The ‘right’ answer is not enough
7. Change is a process and not an event.

The ADKAR Model
1. Awareness of Change
2. Desire to Change
3. Knowledge of Skills
4. Ability to apply Knowledge
5. Reinforcement to Sustain Change

Principle # 6
E-Governance necessitates
Capacity Building

Hierarchy of Capacity Needs
•Policy Formulation
•Committing Resources
•Taking hard decisions
•Preparing Roadmaps
•Prioritization
•Frameworks, Guidelines
•Monitoring Progress
•Inter-agency Collaboration
•Funds Management
•Capacity Management
•Conceptualization
•Architecture
•Definition (RFP, SLA…)
Leadership & Vision
Program Development
Program Management
Project Development
Project Management
•Bid Process Management
•Project Monitoring
•Quality Assurance

Principle # 7
E-Governance needs
Top Level Sponsorship

Role of Leadership
1. Becoming Champions of e-Government
• to achieve change of mindset
• to create an environment for innovation
• to provide adequate resources
2. Removing Barriers
• to overcome employee resistance
• to achieve cross-agency coordination
• to create confidence in private sector to partner government
3. Taking Hard Decisions
• to take the risks inherent in e-Government
• to achieve effective Government Process Re-engineering
4. Articulating the needs of citizens & businesses

Value of Zero !!
0
Managemen
t
0
Technology
,0
HRD
0
GPR
,0
Infrastructure
0
Partnership
0
Resources
Leadership
& vision

Measuring E-Governance
• Bench Marking (UN Survey Report)
• Total UN member states:
• Online member states
• The objectives of the Survey are to provide a
• Comparative assessment of the willingness and ability of governments in the use of e-
government and ICTs as tools in the public delivery of services
• Benchmarking tool for monitoring the progress of countries, now three years in a row, as
they progress towards higher levels of e-governance and e-participation service delivery.

• E-Governance Development Index (EGDI)

• Telecommunication Infrastructure Index (TII)

• Human Capital Index (HCI)

• Online Service Index (OSI)

Where The World Stands In E-Governance
The Leaders
1. USA 0.9062
2. Denmark 0.9058
3. Sweden 0.8983
4. U.K. 0.8777
5. Korea 0.8727
6. Australia 0.8679
7. Singapore 0.8503
8. Canada 0.8425
9. Finland 0.8237
10. Norway 0.8228
The Followers
50. Russian Federation 0.5329
65. Kazakhstan 0.4813
87. India 0. 4001
World Average 0.4267
EGDI Index on a scale of 0-1; UN EGDI Survey 2005

15%
34%
35%
16%
Very High EGDI: 29 Countries
High EGDI: 65 Countries
Middle EGDI: 67 Countries
Low EGDI: 32 Countries
Number of Countries Grouped in EGDI Order; UN EGDI Survey 2016

Rank EGDI Country
1 0.9758 Denmark
2 0.9560 Republic of Korea
3 0.9473 Estonia
4 0.9452 Finland
5 0.9432 Australia
6 0.9365 Sweden
7 0.9358 United Kingdom
8 0.9339 New Zealand
9 0.9297 United States of America
10 0.9228 Netherlands
Top 10 EGDI Countries on a scale of 0-1; UN EGDI Survey 2020

EGDI Rankings Over Different Years; UN EGDI Survey
Country 2012 Ranking 2010 Ranking 2008 ranking 2005 Ranking
India 125 119 113 87
Bangladesh 150 134 142 162
Pakistan 156 146 131 136
Sri Lanka 115 111 101 94
Nepal 164 153 150 126

Where Pakistan Stands In E-Governance
EGDI Rankings Of Pakistan Over Different Years; UN EGDI Survey
Year Rank Value
2003 137 0.24749
2004 122 0.30418
2005 136 0.28358
2008 131 0.31600
2010 146 0.27547
2012 156 0.28234
2014 158 0.25799
2016 159 0.25832
2018 148 0.3566
2020 153 0.4183

Evolution of E-Governance In Pakistan
• 2000: Ministry of Information & Technology was founded
• 2000: First IT policy/Action Plan 2000 was formed
• 2002: Electronic Government Directorate was founded to implement E-Government projects
• 2005: 5 years E-Government Strategy was formed by Electronic Government Directorate
• 2014: National Information technology Board was formed by merging Electronic Government
Directorate and Pakistan Computer Bureau
• 2018: First Digital Pakistan Policy was introduced by MoITT (Cloud Computing, Artificial Intelligence
& Robotics, ICT Education, E-Justice, E-Commerce, E-health, E-Agriculture )
• 2021: Second Digital Pakistan Policy was introduced by MoITT (E-Governance, E-Commerce, E-
Banking)

E-Governance In Pakistan
• E-Governance Initiatives in Services Sector
• Khidmat Markaz (integrated 17 governmental services to citizens like birth, marriage, divorce, character,
death certificates, NADRA e-sahulat, route permit etc.)
• Baytee App (this app was introduced for the 51% population of Pakistan to feel secure and empowered
through technology)
• Mera Bacha App (this app linked with a special Integrated Response Mechanism (IRM) to efficiently
handle the cases of child sexual abuse and abduction)
• Pass Track App (it records and tracks the information of foreign passengers & travelers in Pakistan by
scanning the National Identity Card and Passport of Pakistan.
• Durust Daam App (it enables the citizens of Pakistan to confirm updated prices of essential commodities
and to lodge complaints against the market monopolists.
• Clean and Green Pakistan (this app is used to report unhygienic and dirty washrooms at Petrol
Stations to the local administration)

• City Islamabad App (this app offers public services, features, and tools like e-Police, excise and taxation,
CDA, e-NADRA, notifications, city guide, utility bills, and other valuable services)
• Case Tracking System (it helps the law officers to get registered across the nation, to know the
governments cases, and to get alerts through e-mail before the date of hearing)
• Central Collaborative System (it provides information about the existing developed software to focus on
new software to save efforts, time, and HR)
• E-enablement of the Federal Investigation Agency (FIA) (ensures the maximum connectivity of the
government offices through the internet and restrain the use of illegal and unlicensed software)
• Prime Minister’s Office Computerization (It was decided to improve the internal communications and
functions of the government through automation of the different wings)
• E-office app (It was introduced to establish paperless administration in the government office)

• Mobile App for Wafaqi Mohtasib (It facilitated almost 7000 government employees and increases work efficiency by
rapid response in the maintenance and handling of the organizational affairs.
• Central Information Dashboard (It gives a clear reflection of allocated, released, and disbursed amounts of the PM
COVID relief fund and also provide help to the ministries to track and record real-time disbursed amounts across cities)
• Office of the Attorney General for Pakistan (The 'Case Tracking System' (CTS) helps the law officers to get registered
across the nation, to know the government cases, and get alerts about the hearing date)
• Ease of doing Business Portal (many measures introduced for the facilitation of e-commerce, like Registration of
companies, getting online information, online complaint portal, online comparing, airport entry pass, petroleum companies’
clearance, online tax payment etc)
• Pakistan Single Window (It is launched to reduce the time and cost of doing business by digitalizing Pakistan in trade and
related government services. PSW explains Pakistan’s policies and government policies and acts in detail)
• Monitorization and Maintenance of PM Citizen Portal (It will bridge the communication gap between the
citizens and the government)

• E-Governance Initiatives for Socio-Economic Development
• Board of Investment Visa Portal (it facilitates the entire business community with overall visa applications through the online
portal)
• Economic Affairs Division (EAD) NGO Portal (a smart online portal for the registration and database management of
related activities i.e., external economic assistance and also to assess the requirements)
• Kamyab Jawan Program (aims at uplifting the youth’s morale and enhancing their entrepreneurial potentials by providing them loan
opportunities to contribute to the economic growth of the country)
• Freelancer Facilitation Hub (FFH) (provides online data of available freelancers in Pakistan to strengthen the ‘knowledge economy’
by utilizing their skills and expertise)
• Ehsaas Program (a program of social safety and poverty alleviation to make Pakistan a welfare state, it includes, Ehsaas National Socio-
Economic Registry, Ehsaas Kafaalat Program, Ehsaas Emergency Cash, PM’s COVID-19 Fund Portal, Ehsaas Rashan Portal, IT hubs and incubators in 450 BISP
offices, Ehsaas Nashonuma, Undergraduate Student Scholarships, Education CCT, Ehsaas Amdan Program, Graduation and interest-free loans,
Data4Pakistan Portal, Ehsaas TV, One Window Ehsaas App, Tahafuz, pledges to Ehsaas, Langar, Food Card, Garbage Rickshaw, online education, Artisans to
Fashion Houses, platforms for daily-wage workers, etc.)
• National Jobs Portal (it is a single platform for the job seekers to get hired at their desired jobs on the pure merit basis to maintain
transparency)

• E-Governance Initiatives in Health Sector
• WECARE (it helped to protect the frontline health workers dealing with the patients of COVID-19 and also
sensitize the public to reduce the infections through health providers.
• Central Information Board (it gave detailed and clear information about the allocated, released,
and disbursed amount of COVID relief fund across cities)
• Pak-Nigehban- National Emergency Response (this app helps to locate the nearest hospitals,
labs, beds, or ventilators for the corona patients)
• CORONA Relief Tigers Registration (integrated with Citizens’ Portal and allowed the citizens to
register themselves as a volunteer)
• COVID-19 Mobile Platform (it gave the latest and legitimate information related the coronavirus
cases in the country.
• Naya-Pakistan Qoumi Sehat Card App (the Punjab government launched this app to provide
information on the ‘Sehat Sahulat Program’. It provided financial assistance of one million for the treatment
in various public and private hospitals, free counseling, and health insurance to the cardholders).

• E-Governance Initiatives in Financial Sector
• Raast App (Pakistan’s Instant Payment System that enables end-to-end digital and instant
payments among individuals, businesses, and government entities)
• Online Mobile Banking (this app designed to simplify the banking experience of their
customers and also enable them to access and transact through their account anywhere and
anytime)
• FBR E-payments (Federal Bureau of Revenue facilitates e-payments to pay the income tax,
land tax, and customs duty, etc.)
• Roshan Digital Account (State Bank of Pakistan with the collaboration of operating
commercial banks in Pakistan gave banking solutions (regarding investments and payments) to
the overseas Pakistanis.

• E-Governance Initiatives to enhance participation of the Overseas Pakistanis
• Electronic Voting Machine (On 18 Nov 2021, the government of Pakistan successfully passed
the bill for using EVMs in the upcoming general elections of Pakistan. It enables almost nine million
overseas Pakistanis to cast their vote in the 2023 polls.
• Call Sarzameen (it digitalized the overall process of registering complaints of overseas Pakistanis
to ease and eradicate their grievances.
• Yaaran-e-Watan (connects overseas Pakistani health providers/professionals with professional
volunteering opportunities in Pakistan to upgrade the Clinical, Non-Clinical, and Pharmacy sector of
Pakistan.

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