The document outlines e-government services focusing on front-office (G2C and G2B) and back-office (G2G) functions while emphasizing the importance of key performance indicators (KPIs) for measuring success. It addresses the rise of mobile government (m-government) as a crucial tool for modernizing public sector delivery through technology, alongside the challenges and benefits of cloud computing. Additionally, it stresses the importance of open government data in fostering trust between citizens and the government, recommending a multi-channel approach to enhance citizen satisfaction.

1. E-Government Services
QITCOM 2011 Conference
Richard Kerby
Senior Inter-Regional Adviser
E-Government and Knowledge Management
kerby@un.org

2. E-Government Services
1. Overview of e-Government Services
2. Key Performance Indicators (KPIs)
3. M-Government
4. Cloud Computing
5. Open Government Data
6. Way Forward
http://www.UNPAN.org/DPADM/
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3. 1. Overview of e-Government Services
E-Government primarily consists of two parts: front-office and
back-office. The front office part is comprised of online service
delivery to citizens and businesses, through the Internet or
other digital means. The back-office part is comprised of
internal government administration and information sharing in
the form of services both within and between governments. In
this briefing note, Government-to-Citizens (G2C) and
Government-to-Business (G2B) services are categorized as
front-office, and Government-to-Government (G2G) as back-
office.*
* ESCAP Briefing Note 3
http://www.UNPAN.org/DPADM/
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4. 2. Key Performance Indicators (KPIs)
You cannot manage what you do not
measure
You cannot improve if you do not measure
* ForeSee
http://www.UNPAN.org/DPADM/
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5. 2. Key Performance Indicators (KPIs)
Sensitive
Precise
Valid
Accurate
Credible
Reliable
* ForeSee
http://www.UNPAN.org/DPADM/
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6. 2. Key Performance Indicators (KPIs)
Success = Satisfaction
http://kpilibrary.com/home
* ForeSee
http://www.UNPAN.org/DPADM/
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7. 3. M-Government
Mobile Government is the next inevitable direction of evolution of
eGovernment. It is about modernising the public sector
organisations - hence the business processes, the work and the
workers - using mobile technologies, applications and services. M-
Government is not only about technology but rather how technology
revolutionise the public sector activities and how the society adopts
these technologies. Mobile devices provide a faster and timely way
of delivering information to citizens and is considered as the most
common medium or enabler of m-government.
In countries with limited wireless infrastructure and m-
services, short message service (SMS) can transmit simple m-
services to provide services to citizens.
Mobile Government Consortium
http://www.UNPAN.org/DPADM/
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8. 3. M-Government
The main benefit of the m-government is that it truly helps to create
an integrated digital nervous system for government. The
advancement of ICT explains why new m-government applications
emerge and why government has many opportunities through the
wireless channels. Its immediacy and convenience reduces the
previous barriers to public service operations, encouraging citizens
or service providers to make use of the technology. Digital systems
enable public service personnel to gather data more efficiently and
improve its delivery, also encourage citizens to utilize public
services more easily and be more cordial in the city's or
government's decision process.
Mobi Solutions Ltd
http://www.UNPAN.org/DPADM/
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9. 4. Cloud Technology
“Don't fight Mother Nature. It's inevitable that
applications will move to the cloud, it's just a
matter of which ones. Embrace the change
and manage the change in a way that's
effective for your business. When it comes to
cloud computing, the train has left the station”
- John W. Thompson, Chairman and Ex-CEO
Symantec
http://searchsecurity.techtarget.com/news/article/0,289142,sid14_gci1523794,00.html
* eFortresses
http://www.UNPAN.org/DPADM/
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10. 4. Cloud Technology
* eFortresses
http://www.UNPAN.org/DPADM/
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11. 4. Cloud Technology
 Private cloud
– enterprise owned or leased
 Community cloud
– shared infrastructure for specific community
 Public cloud
– Sold to the public, mega-scale infrastructure
 Hybrid cloud
– composition of two or more clouds
* eFortresses
http://www.UNPAN.org/DPADM/
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12. 4. Challenges of Cloud Technology
* Cisco

13. 5. Open Government data
data and information
produced or commissioned
by government or
government controlled
entities

14. Examples of government data
Traffic, air quality,
budget spending,
hospital bed utilization,
students per class, crime
rates, incidents, and so
on
Traffic lights, security
cameras, electrical grid,
water pipes, and so forth

15. How is it useful?

16. An example of PUSH : USA - Open Government Initiative

18. Citizens monitor data streams

20. 6. Way Forward
• Government institutions need to identify Key Performance
Indicators (KPIs) that can measure citizen satisfaction.
• Citizens are looking for multi-channel approach to the delivery
of e-services through i-phones, PCs, Kiosk, ATM
machine, mobiles, front offices
• M-Government should one of the priority of e-government
decision-makers
• Governments need to insure that security is a major priority in
Cloud Computing
• Open Government Data creates greater trust between
government and citizens
* ESCAP Briefing Note 3
http://www.UNPAN.org/DPADM/
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21. kerby@un.org
@richardkerby
http://www.UNPAN.org/DPADM/
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