Citizen Connect is Deloitte Digital's solution to improve citizen engagement with government services. It aims to address the fragmented experience citizens face having to navigate multiple government websites and systems. The solution creates a single platform where citizens can search for information, apply for services, and view the status of applications across agencies from one integrated system. It also uses citizens' data, with their consent, to proactively notify them of new or relevant services based on their personal information and "life events". The platform is designed to improve usability, reduce duplicative data entry, and offer a more streamlined experience for citizens interacting with different government bodies.
Social media conference - Matt Poelmans Opening-up.eu
This document outlines a new model of engagement between the public sector and civil society called "Citizenvision 2.0". It proposes new rules of engagement that shift from a supply-oriented model to one focused on demand, interaction, and citizens as co-producers. The model is based on defining quality requirements, measuring citizen satisfaction, and facilitating participation. This will help reform public services to be more collaborative and solve issues like debt through innovative solutions and social support. The lessons are that social media should be used to listen to society rather than just disseminate information, and that citizen views should be considered equally valuable to expert opinions.
IJCER (www.ijceronline.com) International Journal of computational Engineeri...ijceronline
This document discusses a web service management system (WSMS) called WebSenior that aims to provide e-government services to senior citizens. It focuses on key components like service composition, optimization, and privacy preservation. Service composition automatically selects and integrates individual web services. Service optimization selects services and composite services to generate execution plans based on quality of service models. The paper also discusses related work and proposes that WebSenior provides an integrated framework for seamless cooperation between government agencies to deliver customized senior citizen services. It analyzes the components of WebSenior and how they contribute to providing dynamic, optimized, and private services for citizens.
The Vision & Value of a Connected_GovernmentAllCloud
With the right partner, government organizations can take advantage of everything the digital world has to offer –
technology to connect people to government in innovative new ways – improving the delivery of services while building a
more intimate connection with citizens.
For 14 years, Salesforce has been a driver for enterprise cloud computing. Salesforce has mapped out the strategy and
guided many government partners through this terrain already. Now, let us guide you.
Go to citizen.agency for more real world case studies of innovation in action: https://www.citizen.agency/
The document discusses the use of reference models by governments in Canada to improve services and inter-governmental collaboration. It describes two initiatives - the Service Mapping Subcommittee to develop a shared Canadian Governments Reference Model, and the Municipal Reference Model Version 2 project to create standardized tools for municipalities. Reference models provide a common language to describe operations and identify opportunities for improvement across organizations.
This document discusses the transition from e-government to open government. It begins by defining e-government and describing Austria's implementation of e-government systems. Drivers of change like digitization, mobility and connectivity are pushing governments toward more openness. Current topics discussed include the integration of internal and external services, open data, and smart cities. The document advocates for fields of action like digital governance frameworks, open data portals, governance models, legal frameworks and interoperability to advance open government.
1. The document discusses open government and how technology enables transparency, collaboration, and public participation in government.
2. It outlines three parts of open government: transparency through access to government data and information, collaboration between government agencies and jurisdictions, and participation through new online tools for public input.
3. Open government aims to increase trust in government through transparency, engage citizens through collaboration and participation, and take advantage of technology and networks to improve government services.
Social media conference - Matt Poelmans Opening-up.eu
This document outlines a new model of engagement between the public sector and civil society called "Citizenvision 2.0". It proposes new rules of engagement that shift from a supply-oriented model to one focused on demand, interaction, and citizens as co-producers. The model is based on defining quality requirements, measuring citizen satisfaction, and facilitating participation. This will help reform public services to be more collaborative and solve issues like debt through innovative solutions and social support. The lessons are that social media should be used to listen to society rather than just disseminate information, and that citizen views should be considered equally valuable to expert opinions.
IJCER (www.ijceronline.com) International Journal of computational Engineeri...ijceronline
This document discusses a web service management system (WSMS) called WebSenior that aims to provide e-government services to senior citizens. It focuses on key components like service composition, optimization, and privacy preservation. Service composition automatically selects and integrates individual web services. Service optimization selects services and composite services to generate execution plans based on quality of service models. The paper also discusses related work and proposes that WebSenior provides an integrated framework for seamless cooperation between government agencies to deliver customized senior citizen services. It analyzes the components of WebSenior and how they contribute to providing dynamic, optimized, and private services for citizens.
The Vision & Value of a Connected_GovernmentAllCloud
With the right partner, government organizations can take advantage of everything the digital world has to offer –
technology to connect people to government in innovative new ways – improving the delivery of services while building a
more intimate connection with citizens.
For 14 years, Salesforce has been a driver for enterprise cloud computing. Salesforce has mapped out the strategy and
guided many government partners through this terrain already. Now, let us guide you.
Go to citizen.agency for more real world case studies of innovation in action: https://www.citizen.agency/
The document discusses the use of reference models by governments in Canada to improve services and inter-governmental collaboration. It describes two initiatives - the Service Mapping Subcommittee to develop a shared Canadian Governments Reference Model, and the Municipal Reference Model Version 2 project to create standardized tools for municipalities. Reference models provide a common language to describe operations and identify opportunities for improvement across organizations.
This document discusses the transition from e-government to open government. It begins by defining e-government and describing Austria's implementation of e-government systems. Drivers of change like digitization, mobility and connectivity are pushing governments toward more openness. Current topics discussed include the integration of internal and external services, open data, and smart cities. The document advocates for fields of action like digital governance frameworks, open data portals, governance models, legal frameworks and interoperability to advance open government.
1. The document discusses open government and how technology enables transparency, collaboration, and public participation in government.
2. It outlines three parts of open government: transparency through access to government data and information, collaboration between government agencies and jurisdictions, and participation through new online tools for public input.
3. Open government aims to increase trust in government through transparency, engage citizens through collaboration and participation, and take advantage of technology and networks to improve government services.
This document discusses identity management infrastructure implemented by the United Arab Emirates government. It aims to address identity and trust issues in e-government services. The UAE established a national identity management program in 2004 that issues secure identity cards containing biometric and personal information. This creates a trusted system for authentication and access to online government services through a single login. The identity infrastructure is designed with security measures like public key infrastructure to protect personal data and enable electronic identity verification, authentication, and digital signatures. It is intended to facilitate information sharing across government agencies and improve delivery of citizen-centric e-government services.
Richard Kerby.Trends from the UN 2014 e-Government Survey - Data DaysSarahBuelens
The document discusses the 2014 UN E-Government Survey. It provides an overview of the survey's methodology for assessing and ranking 193 countries' e-government development. The survey examines four stages of online service development and uses composite indices to measure a country's online service index, telecommunication infrastructure index, and human capital index. The 2014 survey focuses on themes like e-participation, whole-of-government approaches, and strategies for bridging digital divides.
The document summarizes a technology report for Jersey City that recommends strategies for the city to pursue over multiple years to take advantage of emerging technologies. It recommends focusing on building strategic technology leadership, improving connectivity between city departments and residents, making government more responsive and efficient, prioritizing mobile-first projects, creating open interfaces, and addressing issues with public safety communications systems.
Unit-12 Saukaryam- ICT Project in Visakhapatnam Municipal Corporation, Andhra...vjkolaventy
The document discusses Project Saukaryam, an ICT project initiated by the Visakhapatnam Municipal Corporation in Andhra Pradesh, India. The project aims to provide online civic services to improve governance and citizen satisfaction. It established a website and city civic centers connected by a broadband network. Citizens can access services like certificates, utility connections, complaints, and payments online or at civic centers. The project was developed using a public-private partnership model to overcome funding constraints. While innovative, the project also faced some limitations.
The document discusses how Cheshire County Council in the UK addressed the need to standardize and streamline how healthcare and social services assessed and managed care for senior citizens. It implemented a new shared service delivery platform provided by IBM that integrated different agencies and providers into a single virtual organization. This improved quality of care through a unified view of patients' records and better ability to proactively manage care. It reduced costs and administrative burdens through improved coordination between organizations.
Ec2009 ch07 e government e-learning e-supply chains collaborative commerce an...Nuth Otanasap
The document discusses e-government, e-learning, and other e-commerce applications. It describes how Cisco Systems implemented an e-learning system to train employees and customers. E-government initiatives including services provided to citizens and businesses are also covered. The document concludes with discussions of knowledge management, customer-to-customer e-commerce, and peer-to-peer networks and applications.
A flagship CTO event, this has grown into a platform for knowledge-sharing among peer groups steering ICT projects in e-delivery of health care, education and governance. This Forum echoes the Commonwealth's 2013 theme: The Road Ahead for Africa.
The document proposes an open collaborative model for mobile financial services to increase financial inclusion. Key points of the model include:
1) Multiple interoperable mobile banking/payment providers to increase adoption and drive network effects.
2) Broad agent networks that connect underserved communities to traditional banking infrastructure.
3) Open access to encourage innovation and give users competitive choice in financial offerings.
The model aims to make financial services more accessible and affordable through collaboration between banks, mobile carriers, and other players.
E-government in Poland - strategy, enterprise architecture and key projects -...Michal Bukowski, MBA, P2P
This document discusses e-government strategies and enterprise architecture in Poland. It provides an overview of key Polish e-government regulations and programs, including the National Integrated Information Programme and National Interoperability Framework. It also describes Poland's government enterprise architecture approach, which includes an enterprise architecture for the public sector that is aligned with the European Interoperability Reference Architecture. The architecture aims to reduce duplication, increase interoperability between public services, and provide citizens with a single portal.
Enterprise Mobility Transforming Public Service and Citizen EngagementSAP Asia Pacific
This document discusses how mobile technologies can transform public services and citizen engagement. It finds that government agencies globally agree mobile solutions can reduce costs, improve workforce productivity and satisfaction, and enhance public safety. The top four areas where mobile is having impact are: 1) Improving community awareness and citizen engagement through two-way communication. 2) Enhancing transportation systems through real-time updates and mobile payments. 3) Allowing public safety officials access to real-time information to better allocate resources. 4) Transforming public health through mobile health applications. Examples are given of governments achieving benefits in these areas.
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.
This document discusses challenges and trends in e-government, including:
- e-Government aims to provide citizen-centric services through ICT to increase government efficiency and relationships with stakeholders.
- Enabling technologies like the Lanka Government Network and Lanka Gate are working to transition the government to be more connected, information-based, and transaction-focused over time.
- However, e-government initiatives face challenges like it not being a high priority, a lack of unified vision and leadership, weak partnerships, and siloed government structures.
eGovernance involves employing information and communication technology in governance. It aims to provide efficient, convenient and transparent government services to citizens and businesses. The National eGovernance Plan in India aims to lay the foundation for long-term eGovernance growth by implementing core infrastructure, common service centers, and mission mode projects at central and state levels. Key challenges include organizational changes needed, information security and transparency, interdepartmental collaboration, and resistance to changes in work culture. Strong laws and statutory backing are also needed to address privacy, data retention and other legal issues that arise from eGovernance.
Despite the immeasurable investment in e-government initiatives throughout the world, such initiatives have yet to succeed in fully meeting expectations and desired outcomes. A key objective of this research article is to support the government of the UAE in realizing its vision of e-government transformation. It presents an innovative framework to support e-government implementation, which was developed from a practitioner's perspective and based on learnings from numerous e-government practices around the globe. The framework presents an approach to guide governments worldwide, and UAE in particular, to develop a top down strategy and leverage technology in order realize its long term goal of e-government transformation. The study also outlines the potential role of modern national identity schemes in enabling the transformation of traditional identities into digital identities. The work presented in this study is envisaged to help bridge the gap between policy makers and implementers, by providing greater clarity and reducing misalignment on key elements of e-government transformation. In the hands of leaders that have a strong will to invest in e-government transformation, the work presented in this study is envisaged to become a powerful tool to communicate and coordinate initiatives, and provide a clear visualization of an integrated approach to e-government transformation.
This document discusses e-government and citizen-centric transformation. It outlines major government trends like increasing pressure to provide more services with less funding and the need to integrate technology. The HP Public Value Framework is introduced to help design, implement and measure value-based government systems. It identifies drivers of public value like quality services, efficiency gains, trust in governments, and socioeconomic outcomes. The framework can help challenge views of e-government, resolve issues with ICT spending, and ensure value for money.
To answer new digital challenges (faster business cycles, new risks and need for more firm-level integration), companies need firm-level governance around their digital initiatives. Too often digital is left to grow organically, generally in a series of silos or managed from just one perspective of the business. In this paper the importance of governance of digital initiative is explored in detail, with working models, and some case studies from companies across different industries.
E-government refers to the use of information and communication technologies by government agencies to provide more convenient, efficient, and transparent services to citizens and businesses. The key components of e-government are the technological, social, political, and service aspects. E-government aims to transform government services through digital means to improve delivery of information and public services. E-governance differs from e-government in that it focuses more on wider citizen participation in decision making through the use of technology.
This document discusses strategies for developing an effective electronic governance (e-governance) system, outlining both its benefits and challenges. The main points are:
1) E-governance can improve government efficiency, service quality, and policy outcomes, as well as economic objectives, but faces challenges like legal barriers, funding issues, technology changes, and the digital divide.
2) A strategic e-governance plan is needed to address challenges and realize benefits like increased transparency, citizen engagement, and administrative reform.
3) Key strategies include overcoming legal barriers, establishing shared infrastructure and standards, planning for technology changes, and addressing the digital divide.
Innovative information and communications technology-enabled government servi...Mindtree Ltd.
Many Indian states find themselves faced with difficulties in delivering effective services to citizens due to limited resources and outreach, low literacy levels and geographical factors. To go beyond incremental improvements, the Government of India has approved a National e-Governance plan (NeGP) with a vision to ‘make all Government services accessible to the common man in his locality, through common service delivery outlets and ensure efficiency, transparency and reliability of such services at affordable costs to realize the basic needs of the common man’. Here is how Mindtree helped.
As Governments world over embrace Digital- First strategies, we at Intense Technologies help transform citizen services by innovatively connecting processes and people while empowering #departments for #digitalization. Read the article to know more. #government #govt #digitaltransformation #technology #customerexperience #informationtechnology #customersatisfaction #citizens #citizenexperience #citizenengagement #analytics #data #datascience #ai #iot #artificialintelligence #technology #publicsector #publicservices
E-governance refers to the use of information technologies like websites, mobile applications, and other digital tools to improve access to government services and information. This document discusses several key aspects of e-governance including theoretical background, issues, evolution and models.
It provides context that e-governance aims to improve efficiency, transparency and accountability in government. Theoretical discussions of e-governance date back to the 1970s, while the term emerged in the late 1990s. Issues discussed include technological challenges, funding issues, and risks like loss of privacy and accessibility concerns.
Models of e-governance outlined include broadcasting of public information, disseminating critical data to target groups, comparative
This document discusses identity management infrastructure implemented by the United Arab Emirates government. It aims to address identity and trust issues in e-government services. The UAE established a national identity management program in 2004 that issues secure identity cards containing biometric and personal information. This creates a trusted system for authentication and access to online government services through a single login. The identity infrastructure is designed with security measures like public key infrastructure to protect personal data and enable electronic identity verification, authentication, and digital signatures. It is intended to facilitate information sharing across government agencies and improve delivery of citizen-centric e-government services.
Richard Kerby.Trends from the UN 2014 e-Government Survey - Data DaysSarahBuelens
The document discusses the 2014 UN E-Government Survey. It provides an overview of the survey's methodology for assessing and ranking 193 countries' e-government development. The survey examines four stages of online service development and uses composite indices to measure a country's online service index, telecommunication infrastructure index, and human capital index. The 2014 survey focuses on themes like e-participation, whole-of-government approaches, and strategies for bridging digital divides.
The document summarizes a technology report for Jersey City that recommends strategies for the city to pursue over multiple years to take advantage of emerging technologies. It recommends focusing on building strategic technology leadership, improving connectivity between city departments and residents, making government more responsive and efficient, prioritizing mobile-first projects, creating open interfaces, and addressing issues with public safety communications systems.
Unit-12 Saukaryam- ICT Project in Visakhapatnam Municipal Corporation, Andhra...vjkolaventy
The document discusses Project Saukaryam, an ICT project initiated by the Visakhapatnam Municipal Corporation in Andhra Pradesh, India. The project aims to provide online civic services to improve governance and citizen satisfaction. It established a website and city civic centers connected by a broadband network. Citizens can access services like certificates, utility connections, complaints, and payments online or at civic centers. The project was developed using a public-private partnership model to overcome funding constraints. While innovative, the project also faced some limitations.
The document discusses how Cheshire County Council in the UK addressed the need to standardize and streamline how healthcare and social services assessed and managed care for senior citizens. It implemented a new shared service delivery platform provided by IBM that integrated different agencies and providers into a single virtual organization. This improved quality of care through a unified view of patients' records and better ability to proactively manage care. It reduced costs and administrative burdens through improved coordination between organizations.
Ec2009 ch07 e government e-learning e-supply chains collaborative commerce an...Nuth Otanasap
The document discusses e-government, e-learning, and other e-commerce applications. It describes how Cisco Systems implemented an e-learning system to train employees and customers. E-government initiatives including services provided to citizens and businesses are also covered. The document concludes with discussions of knowledge management, customer-to-customer e-commerce, and peer-to-peer networks and applications.
A flagship CTO event, this has grown into a platform for knowledge-sharing among peer groups steering ICT projects in e-delivery of health care, education and governance. This Forum echoes the Commonwealth's 2013 theme: The Road Ahead for Africa.
The document proposes an open collaborative model for mobile financial services to increase financial inclusion. Key points of the model include:
1) Multiple interoperable mobile banking/payment providers to increase adoption and drive network effects.
2) Broad agent networks that connect underserved communities to traditional banking infrastructure.
3) Open access to encourage innovation and give users competitive choice in financial offerings.
The model aims to make financial services more accessible and affordable through collaboration between banks, mobile carriers, and other players.
E-government in Poland - strategy, enterprise architecture and key projects -...Michal Bukowski, MBA, P2P
This document discusses e-government strategies and enterprise architecture in Poland. It provides an overview of key Polish e-government regulations and programs, including the National Integrated Information Programme and National Interoperability Framework. It also describes Poland's government enterprise architecture approach, which includes an enterprise architecture for the public sector that is aligned with the European Interoperability Reference Architecture. The architecture aims to reduce duplication, increase interoperability between public services, and provide citizens with a single portal.
Enterprise Mobility Transforming Public Service and Citizen EngagementSAP Asia Pacific
This document discusses how mobile technologies can transform public services and citizen engagement. It finds that government agencies globally agree mobile solutions can reduce costs, improve workforce productivity and satisfaction, and enhance public safety. The top four areas where mobile is having impact are: 1) Improving community awareness and citizen engagement through two-way communication. 2) Enhancing transportation systems through real-time updates and mobile payments. 3) Allowing public safety officials access to real-time information to better allocate resources. 4) Transforming public health through mobile health applications. Examples are given of governments achieving benefits in these areas.
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.
This document discusses challenges and trends in e-government, including:
- e-Government aims to provide citizen-centric services through ICT to increase government efficiency and relationships with stakeholders.
- Enabling technologies like the Lanka Government Network and Lanka Gate are working to transition the government to be more connected, information-based, and transaction-focused over time.
- However, e-government initiatives face challenges like it not being a high priority, a lack of unified vision and leadership, weak partnerships, and siloed government structures.
eGovernance involves employing information and communication technology in governance. It aims to provide efficient, convenient and transparent government services to citizens and businesses. The National eGovernance Plan in India aims to lay the foundation for long-term eGovernance growth by implementing core infrastructure, common service centers, and mission mode projects at central and state levels. Key challenges include organizational changes needed, information security and transparency, interdepartmental collaboration, and resistance to changes in work culture. Strong laws and statutory backing are also needed to address privacy, data retention and other legal issues that arise from eGovernance.
Despite the immeasurable investment in e-government initiatives throughout the world, such initiatives have yet to succeed in fully meeting expectations and desired outcomes. A key objective of this research article is to support the government of the UAE in realizing its vision of e-government transformation. It presents an innovative framework to support e-government implementation, which was developed from a practitioner's perspective and based on learnings from numerous e-government practices around the globe. The framework presents an approach to guide governments worldwide, and UAE in particular, to develop a top down strategy and leverage technology in order realize its long term goal of e-government transformation. The study also outlines the potential role of modern national identity schemes in enabling the transformation of traditional identities into digital identities. The work presented in this study is envisaged to help bridge the gap between policy makers and implementers, by providing greater clarity and reducing misalignment on key elements of e-government transformation. In the hands of leaders that have a strong will to invest in e-government transformation, the work presented in this study is envisaged to become a powerful tool to communicate and coordinate initiatives, and provide a clear visualization of an integrated approach to e-government transformation.
This document discusses e-government and citizen-centric transformation. It outlines major government trends like increasing pressure to provide more services with less funding and the need to integrate technology. The HP Public Value Framework is introduced to help design, implement and measure value-based government systems. It identifies drivers of public value like quality services, efficiency gains, trust in governments, and socioeconomic outcomes. The framework can help challenge views of e-government, resolve issues with ICT spending, and ensure value for money.
To answer new digital challenges (faster business cycles, new risks and need for more firm-level integration), companies need firm-level governance around their digital initiatives. Too often digital is left to grow organically, generally in a series of silos or managed from just one perspective of the business. In this paper the importance of governance of digital initiative is explored in detail, with working models, and some case studies from companies across different industries.
E-government refers to the use of information and communication technologies by government agencies to provide more convenient, efficient, and transparent services to citizens and businesses. The key components of e-government are the technological, social, political, and service aspects. E-government aims to transform government services through digital means to improve delivery of information and public services. E-governance differs from e-government in that it focuses more on wider citizen participation in decision making through the use of technology.
This document discusses strategies for developing an effective electronic governance (e-governance) system, outlining both its benefits and challenges. The main points are:
1) E-governance can improve government efficiency, service quality, and policy outcomes, as well as economic objectives, but faces challenges like legal barriers, funding issues, technology changes, and the digital divide.
2) A strategic e-governance plan is needed to address challenges and realize benefits like increased transparency, citizen engagement, and administrative reform.
3) Key strategies include overcoming legal barriers, establishing shared infrastructure and standards, planning for technology changes, and addressing the digital divide.
Innovative information and communications technology-enabled government servi...Mindtree Ltd.
Many Indian states find themselves faced with difficulties in delivering effective services to citizens due to limited resources and outreach, low literacy levels and geographical factors. To go beyond incremental improvements, the Government of India has approved a National e-Governance plan (NeGP) with a vision to ‘make all Government services accessible to the common man in his locality, through common service delivery outlets and ensure efficiency, transparency and reliability of such services at affordable costs to realize the basic needs of the common man’. Here is how Mindtree helped.
As Governments world over embrace Digital- First strategies, we at Intense Technologies help transform citizen services by innovatively connecting processes and people while empowering #departments for #digitalization. Read the article to know more. #government #govt #digitaltransformation #technology #customerexperience #informationtechnology #customersatisfaction #citizens #citizenexperience #citizenengagement #analytics #data #datascience #ai #iot #artificialintelligence #technology #publicsector #publicservices
E-governance refers to the use of information technologies like websites, mobile applications, and other digital tools to improve access to government services and information. This document discusses several key aspects of e-governance including theoretical background, issues, evolution and models.
It provides context that e-governance aims to improve efficiency, transparency and accountability in government. Theoretical discussions of e-governance date back to the 1970s, while the term emerged in the late 1990s. Issues discussed include technological challenges, funding issues, and risks like loss of privacy and accessibility concerns.
Models of e-governance outlined include broadcasting of public information, disseminating critical data to target groups, comparative
This document discusses how information technology is transforming human services delivery by enabling virtual integration of services. Key points:
- IT is allowing service distinctions to dissolve, improving access and holistically addressing client needs. It enables combining funding and better integrating provider services.
- Examples of virtual integration initiatives include "one-stop shopping" for employment services and "no wrong door" approaches for education. These aim to provide coordinated, cross-organization services and information to clients.
- Major trends are emerging like real-time access to comprehensive community service information through initiatives like 211, and coordination of client data sharing between providers through integrated case management systems. These aim to streamline access and referrals across separate organizations.
Policy Brief : Co-creation as a way to facilitate user-centricity and take-up...Mobile Age Project
Mobile Age project: https://www.mobile-age.eu/
This project has received funding from the European Union’s Horizon 2020 research and innovation programme under grant agreement No 693319.
This material reflects only the author's view and the Research Executive Agency (REA) is not responsible for any use that may be made of the information it contains.
The document discusses channel shift in public services, which refers to using new technologies and channels to deliver services to citizens more efficiently and effectively. It notes that citizens now expect online services, and channel shift can promote social inclusion. New channels through collaboration, consolidation and integration can streamline services, reduce costs, and allow for self-service options and empowered personnel. Channel shift is driven by changing citizen expectations, budget pressures, and demands for early intervention, incremental improvements, and partnerships to address issues like demographic changes. Overall, channel shift involves redefining how citizens interact with government using diverse online, social and mobile channels.
The document discusses ways for governments to encourage innovation in public sector services through the use of technology. It recommends taking a systemic approach to transition services online, involving stakeholders through co-creation, and encouraging entrepreneurship. Specific strategies suggested include transitioning all government websites and services to a single portal, using social media to engage citizens, and providing public funding to promote innovative small businesses. The document argues this can help reduce costs, improve services, and foster a more innovative environment.
E-governance involves using information and communication technologies to make governance more efficient, transparent and accessible. It aims for simple, moral, accountable, responsive and transparent governance. E-governance can provide one-stop services to citizens through applications like e-citizen centers, e-transport, e-medicine and e-education. It offers benefits like increased speed, reduced costs, improved transparency and accountability, and greater convenience and access to information for citizens. However, challenges include lack of trust, resistance to change, the digital divide, high costs, and privacy and security concerns.
The document discusses establishing a centralized data infrastructure in India to harness government data for public benefit. It proposes integrating distinct sets of government data, following models of other open data initiatives. A centralized architecture would provide authenticated data and documents to improve targeting of welfare programs while granting selected access to the private sector to spur innovation. Citizens would greatly benefit from consolidated access to relevant data to solve problems and harness data for their own benefit. The goal is to establish data as a public good generated and used for the people.
Need, importance and benefits of digitisation of public sector by using digital technologies as an integrated part of its service delivery mechanism cannot be overemphasised.
However, despite recognizing the need for the digitization of public services, governments in the developing countries are not giving it the importance it deserves.
In this presentation, I discuss the four areas to focus, four public policy issues to tackle and four steps to take for putting a country to its long-term trajectory of digital transformation
The document discusses how Salesforce can help cities become connected through its government platform. It explains that as more people live in cities, challenges are growing for local governments to provide modern digital services with shrinking budgets. Salesforce's platform allows cities to connect citizens, data, departments and services through the cloud. This creates efficiencies, transparency and stronger community engagement to meet rising citizen expectations.
We’re entering a new era of digital government that could transform how citizens feel about their state. Here’s what research needs to do, to make it happen.
The document discusses different types of staffing models for telecenters, including paid staff, casual staff, and volunteers. It emphasizes that telecenters should take a holistic approach to staffing and consider all types of human resources. While paid staff can fulfill key roles, volunteer coordination and community involvement are also important for a telecenter's success. Flexibility is needed to accommodate the varying abilities and availability of volunteer resources.
Digital Transformation in the Connected Cities EraKarim Rizkallah
Government agencies are looking to implement digital strategies, develop their talent pool with digital skills and promote services that address citizens' requirements.
Using the Cloud to Attract, Engage & Retain Your CustomersWainhouse Research
The document discusses how companies can use digital engagement and cloud communications to attract, engage, and retain customers. It provides examples of how government, higher education, transportation, and healthcare organizations are using digital tools like messaging, video, location services, and analytics via the cloud to improve customer experiences. Overall the document promotes the idea that the evolving needs of today's digital customers require companies to adopt new cloud-based communications technologies and services to effectively engage with their diverse customer bases.
Electronic governance (e-governance) refers to the use of information and communication technologies by government agencies to improve information and service delivery, encourage citizen participation, and make government more transparent, accountable and effective. Key aspects of e-governance include using ICT to exchange information between government agencies, governments and citizens, and governments and businesses. The goals are to improve service delivery, transparency, citizen empowerment, government efficiency and interface with businesses. Common e-governance models involve stages of information publishing, interaction and transaction capabilities. Challenges to implementing e-governance include infrastructure, accessibility, usability, political and economic issues.
Towards “Deep” Personalisation of E-Government ServicesAdegboyega Ojo
Abstract:
Next Generation Electronic Public Service Infrastructure are expected to provide highly personalized, context-aware services to citizens and businesses; exploit feedback and comments about public services on social web for continuous service improvement and enable the participation of citizens in the re-design of existing services or design of new value-added services of interest.
In the area of service personalization there are at least two major active streams of research. The first stream of work which is carried out by the Computing and Informatics community attempts to transfer ideas on personalization and recommender systems from domains such as e-commerce and e-learning to the public sector domain. These efforts have delivered some results on self-adaptive government websites, personalized citizen searches and dialogues, and co-design of e-government services. The second stream of work involving personalization of public services is carried out within the Public Administration (PA) practice and research community. The goal of the PA community in the Personalisation Agenda is to tailor public services to individual beneficiary needs as much as possible. This is done through a number of related approaches including connected government, participatory public service development, and provision of people–centred services. Interestingly, there is yet to be any significant interactions among these two closely related research communities.
In this talk, I shall argue that developing a viable personalization program for e-government services is contingent on its careful alignment and co-evolution with supporting PA personalization efforts. This viable personalization program, which I call “Deep Personalization” entails delivering personalised e-government services over Flexible and Adaptive Public Services. Consequently, I will further argue that while the development of effective citizen models and acquisition of functional and behavioural data from citizens are critical for delivering personalized citizen e-services, the fundamental challenge is in ensuring that the underlying public service is sufficiently flexible and adaptive.
API-led connectivity: How to leverage reusable microservicesAbhishek Sood
Government agencies across the globe – whether they be state, local, central, or federal – face a digital transformation imperative to adopt cloud, IoT, and mobile technologies that legacy systems often struggle to keep up with.
This white paper explores how to take an architectural approach centered around APIs and microservices to unlock monolithic legacy systems for digital transformation.
Find out how to build up your API management strategy, and learn how you can:
Accelerate project delivery driven by reusable microservices
Secure data exchange within and outside agencies
Use API-led connectivity to modernize legacy systems
And more
Government agencies are facing a difficult transition into the digital world. What if government employees could spend less time on tedious operations and more time on important, high-thinking tasks? Learn how an application development platform can connect people and processes through data to drive true agility in this infographic: http://ap.pn/2eUVJej
1. The document discusses key challenges governments face in implementing effective e-government programs, including coordinating across agencies, focusing on user needs, and addressing issues like financing, privacy, and security.
2. Some examples provided include Singapore's citizen-centered approach of establishing public access centers and Japan's national ID system which raised privacy concerns.
3. E-government aims to improve responsiveness and efficiency but requires addressing challenges like transforming bureaucratic structures, measuring costs and benefits, and gaining public trust and adoption of new electronic services.
Similar to gx-cons-tech-citizen-connect-brochure (20)
1. Citizen Connect
Deloitte Digital’s Response to Citizen Engagement
“The Citizen* as the Integrator”
Government’s approach to self-service is often siloed
along agency/service lines, which can provide an
inconsistent experience for its citizens. As a result, the
citizen may become an unintentional and frequently
unhappy self-integrator of government services. They
can be redirected from one static website, or even from
one physical building, to another, and have to keep
track of different user-IDs, to-dos, web links and status
of applications. People who share their journeys may be
kind enough to post helpful hints on social media to assist
the next person in navigating a particular life event such
as how to get a driver’s license or how to register their
business. For the most part though, many citizens are on
their own in navigating these experiences. Even though
some governments are starting to innovate in
this area and offer easy-to-use service guides to their
citizens, the general public is still searching for more
streamlined, quality, services.
“The Silo Reality”
Many government entities are built around the concept
that agencies should primarily focus on their own services,
for their own set of users. This inherently translates to
a limited view of how a single citizen engages with the
government from a 360-degree viewpoint. The result is
that many citizens often engage with public sector entities
in a disparate, fragmented manner. In addition, it can
mean that some government entities are losing money
on duplicative processing of information and not taking
advantage of analytics and intelligence across systems that
enable government to be more effective and efficient
with fewer resources.
“Safety First”
Linking data and information to create a better citizen
experience is no small challenge, neither technically
nor philosophically. Even if it were easy to connect all
government systems and link citizen records together,
privacy concerns would still exist. This leads to a
conundrum — those governments that want to provide
a seamless experience for its citizens are likely to run
into roadblocks in creating a common system of record
for a citizen due to privacy implications of such a
comprehensive system. Through innovative technology,
Deloitte has uncovered a way to help address this
concern by linking data across protected, encrypted data
stores that do not require a “golden record” for each
citizen. This helps protect the anonymity and privacy of
the very citizen that the government works to protect,
while also helping to reduce duplicative data entry for
citizens and providing a central point for interacting with
government agencies.
“Enter the Vault”
Moving to this new reality, or what some might believe
is a greatly improved citizen service experience, involves
adding new citizen engagement capabilities such as:
• Support the finding of information through life
events or other categorization that is meaningful to the
citizen, not based on how government silos have often
been established
• A wizard-based system to guide the citizen through an
intelligent decision flow to get them to what they need
• The ability to apply for government services from
a single user interface, with access to see the status
of various pending applications without going to
multiple websites
• Ability to interact with government agencies through
web, mobile and social-enabled channels
• Connections to social media to allow for collaboration
amongst citizens and government
• The ability to securely store personal information in one
place, where it can be maintained, but only passed into
application forms or guides with the citizen’s consent
Businesses
Leg
al
FormsLicenses
Public
Safety
VoteBenefits
Transp
ortation
ConsumerEducation
Citize
nship
Social
Support
Networking
“The Expectation Gap”
Today’s effective business models need a comprehensive view of the customer — one that enables both self-
service and proactive, customer-centric support services. Many existing customer management solutions for
government are often immature, undeveloped and duplicative — and have not always been able to keep up with
technology advances which drive the application of new customer service models across multiple industries.
Government’s inability to meet their customer’s growing needs around mobile, social and customized access to
services continues to be an ongoing and ever evolving challenge for many public sector clients. Today’s citizens
are adopting new social and mobile technologies, driving the hyper-growth in areas such as social media and
mobile accessibility. This is drastically increasing the ‘expectation gap’ for those governments still struggling
to establish basic services. These expectations, combined with the continued challenges of delivering quality
services to citizens in the most efficient, effective and elegant manner, are driving changes in the way many.
*Citizen in this context refers to all residents, constituents, and members within
a community that abide by local laws, policy and regulation regardless of their
national origin or citizenship.