E-government consists of government services provided online through websites and transactions completed electronically. It ranges from basic informational websites to more advanced services that allow financial transactions and two-way communication between governments and citizens. E-government aims to improve access to services, increase government accountability, and transform how services are delivered to better meet citizen needs. It develops through phases from an emerging informational presence to a networked presence with integrated online interactions across government agencies and constituents.

1. e-Government Introduction

2. What is e-government?
 Information or transactions provided on-line by
local governments to citizens using the Internet
and Web sites.
 The complexity of Web sites ranges from those
that merely provide information to others that
allow electronic financial transactions
 Examples: India (Andhraperdesh, Bangalore),
Hong Kong, Singapore, Malaysia, Newzeland,
Australia, UK, Germany and many states of USA

3. Antivirus
Data and Web sites Firewall
Development e-government Department
Web-server
Internet / web media Router
Internet Service
Internet
Provider
Internet Service
Provider
Telecommunication
Infrastructure
User

4. Definition
Anonymous
In an Electronic Government
 There is no official seal / signature
 There is no paper
 There is no holiday
 There is no division / section
 There is no boundary of cities
 There is no public office

5. Basic Types of Web Pages
Static Dynamic Interactive
 Pure HTM  web pages depend on  Input from user
 Content must be altered user input  changes database
with editor  web pages query
 Web server is simply databases but do not
transferring files upon change them
request.
Browser sends request to
Browser Browser
change a to b
Web Server
Web-Server Processes request
Web-Server Database
Database Was “A”
Is Now “B”

6. Spectrum of E-Government
Web Sites
Provides
Information Provides Offers a Offers a
Describing Forms that Means to Means to
Information Complete Service
The May be submit
Only Printed and Financial Transformations
Jurisdiction Information Transactions
And its mailed On-line online
operations

7. Phases of
e-Government Development
High
Complexity of e-Government
4 Transaction
(Mature)
3 Two-way
Interaction
Startup 2
One-way Interaction
1
Benefit
Low High

8. UN/ASPA global survey
Phase 1 - Startup
 Static government information published on
the web: such as laws and rules, guidelines,
handbooks, organizations, directories, etc.
 An early stage in e-government
development.
 Passive / Passive Relationship: government
and its clients do not communicate on the
web.
Dr. Hongren Zhou: Global Perspectives on E-Government
Division for Public Economics and Public Administration , UNDESA

9. UN/ASPA global survey
Phase 2 – One-Way Interaction
 Active/Passive relationship: government
active – users passive
 To some extent, government services are
available, such as download government
forms (e.g., income tax).
 Users can send e-mail to government, but
government may not necessarily response
in e-way.
Dr. Hongren Zhou: Global Perspectives on E-Government
Division for Public Economics and Public Administration , UNDESA

10. UN/ASPA global survey
Phase 3 – Two-Way Interaction
 Active/Active relationship: interactions
between government and users complete
on the web.
 For example, users obtain tax form on the
web, fill it in on the web, and send it back to
Revenue Authority through the web.
 Government and users can communicate
each other through the web.
Dr. Hongren Zhou: Global Perspectives on E-Government
Division for Public Economics and Public Administration , UNDESA

11. UN/ASPA global survey
Phase 4 - Transactions on the Web
 E-Government matures at this phase:
 Complete a business transaction (e.g., tax) on the
web.
 Restructuring government becomes imperative; the
ways that government operates are also changed.
 E-government is not merely computerizing existing
government. Instead, it is to transform the existing
government.
Dr. Hongren Zhou: Global Perspectives on E-Government
Division for Public Economics and Public Administration , UNDESA

12. Another definition
E-government consist of four areas of
services
 G2C- Government to Citizen
 G2G- Government to Government
 G2B- Government to Business
 G2E- Government to Employee

13. G2C- Government to Citizen
 All gov to citizen information should available online
 News
 All public-department interaction forms
 On-line form submission
 Transactions (payments)
 Revenue collection, payment of utility bills
 On-line complaints
 Track & Trace System: e-citizen can trace all his own
complaints and submitted cases and can get online updated
info (case situation, any objection, rejection or approval)
 Citizen Registration: Birth and marriage reg. ID Card,
Domicile, Driving License, Job matching, Land use application

14. G2G- Government to Government
 Inter-Departmental Interaction
 Reporting, budgeting and planning to
administrative, P&D and financial departments.
 Interaction among multilevel governments
 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

15. G2B- Government to Business
 e-Procurements
– Tendering
– Expression Of Interest
– Request For Proposal
– Technical Evaluation
– Financial Evaluation
– Contract Awarding or Purchase Order
 NOC & Licenses
– Cinema, petrol pump, etc.
 Trade, Business and Industrial Policies
 Guidelines for different businesses
 Tax e Filing
 Loaning: Application submission, inspection verification
sanctioning using case management system and track and
trace system

16. G2E- Government to Employee
 All Service Matters (from joining to retirement)
– Appointment
– Joining
– Payroll
– Transfer
– Deputation
– Leave
– Allowances
– Deductions
– Promotions
– Loaning
– Qualification updation
– Expertise
– Professional courses, seminars conferences
– Inquiries
– ACRs
– Retirement
– Pension

17. Primary Goals
Successful e-government should aim to meet
three :
 Improve the quality, cost, accessibility, and speed of
delivering government information and services.
 Make government more accountable by increasing the
opportunity for citizen participation in the governance
process and bringing citizens closer to elected officials
and public servants.
 Organize the production and distribution of public
information and services in new ways, that is, to
transform government services to meet citizens’ needs
in an automated world.

18. Key Benefits of e-gov
 Less expensive
– e-Government transactions cost 65% less compared to
ordinary transactions
 More convenient hours 24 X 7
 Reduced travel and waiting
 Benefits all customers
– No Geographical Boundaries
 Reduction in bad check processing
 Reduction of time to recognize money

19. Access for all
Multi Channel Mix
 By Online
for home users
– Dialup Internet Connections
– Cable Internet Connections
For corporate users
– Wireless Connectivity
– Broadband Connections
– Satellite Connectivity
 By Mobile Phone
– GSM, GPRS
 By CDMA
 Digital TV

20. Digital Divide
the gulf between those
 who have ready access to computers,
Internet and mobile devices
 those who don't
Due to socio-economic and/or
geographical reasons, have limited or
no access

21. Access for all
 Kiosk
 Service Provider Kiosk
Switch
UPS
Printer

22. Access for all
 Kiosks
– Self-Service Kiosk

23. E-Government
 20% Technology
 35% BPR (Business Process Reengineering)
 40% Change Management
 05% Luck!

24. e-Government and e-Governance
 "Governance" is a way of describing
the links between government and its
broader environment - political, social,
administrative."
 "Government's foremost job is to focus
society on achieving the public
interest"

25. e-Government and e-Governance
GOVERNMENT GOVERNANCE
superstructure functionality
decisions processes
rules goals
roles performance
implementation coordination
Outputs outcomes
E-Government E-Governance
electronic service delivery electronic consultation
electronic workflow electronic controllership
electronic voting electronic engagement
electronic productivity networked societal guidance

26. m-Government
“m” means mobile
 m-Government is a subset of e-government
 In the case of m-government,
communication are limited to mobile and/or
wireless technologies like cellular/mobile
phones and PDAs (personal digital
assistants) connected to wireless local area
networks (LANs).
 m-Government can help make public
information and government services
available "anytime, anywhere" to citizens
and officials.

27. Examples
 Malaysia: citizens can verify their voting
information, such as the parliamentary and
state constituencies where they are to vote,
using SMS (short message service) and can
also get results.
 California: state government has established a
Web page where citizens can register to
receive wireless PDA and cell phone
notification services for energy alerts, lottery
results, traffic updates and articles from the
Governor's press room.

28. Examples of Malta:
 Notification of acknowledgements and status change of customer complaints
 Notifications of court deferrals
 Notifications for license-renewal to the holders of licences issued by the Trade
Department, Malta Tourism Authority, Malta Maritime Authority and Public
Transport Authority
 Notification of exams results
 Notification for Direct Credit Payments from the Department of Social Security
 Notification via SMS by the blood bank to advise registered blood donors
when urgent needs for blood arise.
 Notification via SMS to parents from their children’s school to inform them if
their children are absent from school on that day
 Notifications via SMS from the public libraries to individuals who have placed
a reservation for a book
 Bus schedule availability via SMS
 Notification of job opportunities from ETC to individuals who have selected
specific areas of employment
 Reporting incidents or relevant information to the Police Force

29. Examples
 London’s Metropolitan police: security alerts sent
out;
 Singaporeans can learn the results of medical
examinations;
 Hong Kong government uses the system for
emergency announcements;
 Norway and Sweden, people can confirm via an
SMS text message if their tax returns are accurate;
 Finland Citizen can buy bus tickets.

30. Approaches of e-Government
initiatives
 Bottom-Up
Lower level government (Local etc) establish eGov or any
initiative towards eGov for its own jurisdiction
Indian projects
 Top Down
Top level government (Federal) establish eGov or any
initiative towards eGov for all country
USA, Brazil, NADRA
 Hybrid
Mixing of above approaches

31. Proc & Cons
Top Down Approach
 Can benefit from the authority  Lack of departmental
of a strong central leader. ownership may thwart
significant changes.
 Can encompass all
components of ICT  Local initiative and innovation
development. potential is curbed.
 Leads to improved utilization of  Project becomes complex and
resources-shared increases chances of
infrastructure. implementation failure.
 Adherence to standards
facilitates data sharing and
integration.
 Donor coordination is easier
 Scaling up pilots is easier
 Projects can have a tighter fit
with overall development
strategy.

32. Proc & Cons
Bottom Up Approach
 Departmental ownership -  Quality is hinged to the
easier to reengineer and capability of the champion.
implement.
 Sustainability can be hurt due
 Quicker to implement. to change in leadership.
 Breeds innovative uses.  Data sharing is difficult.
 Demonstration effect is  Variable quality of design as
quicker standards is not followed.
 Applications can evolve and  Applications may be out of
improve quickly. tune with an accepted
 Projects can benefit from  development plan or direction
attention of political leadership of reform.
easier to de-bottleneck.
 Flexibility in administrative
arrangements.

33. Benchmarking
UN Global E-government Readiness Report 2005
 Total UN member states: 191
 Online member states 179 (94%)
 The objectives of the Survey are to provide a:
i) 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;
and
ii) benchmarking tool for monitoring the progress of
countries, now three years in a row, as they
progress towards higher levels of e-government
and e-participation service delivery.

34. • The web measure index
Parameters of benchmarking
5 stages of e-government evolution
 Stage 1: Emerging Presence
Static information (limited & basic), online presence (official website;
inks to ministries/departments; links to regional/local government
 Stage 2: Enhanced presence
provides unidirectional information: 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.
 Stage 3: Interactive presence
online services in interactive mode downloadable forms for tax
payment, application for license renewal. Audio and video capability
is provided for relevant public information. The government officials
can be contacted via email, fax, telephone and post. The site is
updated with greater regularity to keep the information current and up
to date for the public

35. • The web measure index
Parameters of benchmarking
 Stage 4: Transactional presence
two-way interaction government 2 citizen: includes options for
paying taxes; applying for ID cards, birth ertificates/passports,
license renewals etc. submit these online 24/7.
The citizens are able to pay for relevant public services, such
as motor vehicle violation, taxes through their credit, bank or
debit card.
are able to bid online for public contacts via secure links.
 Stage 5: Networked presence
most sophisticated online e-government: integration of G2G,
G2C,G2B,G2E interactions. The government encourages
participatory in decision-making and is willing and able to
involve the society in a two-way open dialogue. web comment
form & online consultation

36. ii. Telecommunications infrastructure
index
Parameters of benchmarking
 PC’s/1000 persons;
 Internet users/1000 persons;
 Telephone Lines/1000 persons;
 Online population;
 Mobile phones/1000 persons; and
 TV’s/1000 persons.
Data for the UN Member States was taken primarily from the UN
International Telecommunication Union (ITU) and the UN
Statistics Division, supplemented by the World Bank.

37. iii. Human capital index
Parameters of benchmarking
The data for the human capital index 2005
relies on the UNDP ‘education index’ which
is a composite of the
2. adult literacy rate and the
3. combined primary, secondary and tertiary
gross enrolment ratio
 with two third weight given to adult literacy
and
 one third to gross enrolment ratio.

38. The E-Participation Index
 assesses the quality and usefulness of
information and services provided by a
country for the purpose of engaging its
citizens in public policy making through the
use of e-government programs.
2. Increasing e-information to citizens for decision
making;
3. Enhancing e-consultation for deliberative and
participatory processes; and
4. Supporting e-decision making by increasing the
input of citizens in decision making.

39. E-participation framework
E-Information
The government websites offer information on policies and programs,
budgets, laws and regulations; and other briefs on key public interest.
Tools for dissemination of information exist for timely access and use of
public information, including web forums, email lists, newsgroups, and
chat rooms.
E-Consultation
The government website explains e-consultation mechanisms and tools.
It offers choice of public policy topics online for discussion with real time
and archived access to audio and video of public meetings. The
government encourages citizens to participate in discussions.
E-Decision-making
The government indicates it will take citizen input into decision-making.
Government provides actual feedback on the outcome of specific issues.

40. 1 United States 0.9062
2 Denmark 0.9058
E-government readiness index 2005: top 25 countries 2004 2005
3 Sweden 0.8983
4 United Kingdom 0.8777
Pakistan 122 136
5 Republic of Korea 0.8727
6 Australia 0.8679
India 86 87
7 Singapore 0.8503
8 Canada 0.8425
Sri Lanka 96 94
9 Finland 0.8231
10 Norway 0.8228
UAE 60 42
11 Germany 0.8050
12 Netherlands 0.8021
13 New Zealand 0.7987
14 Japan 0.7801
15 Iceland 0.7794
16 Austria 0.7602
17 Switzerland 0.7548
18 Belgium 0.7381
19 Estonia 0.7347
20 Ireland 0.7251
21 Malta 0.7012
22 Chile 0.6963
23 France 0.6925
24 Israel 0.6903
25 Italy 0.6794