KEY IDEAS: - Having e-services is not the last goal - Going in the right direction: Government creating public value through Openness - Being aware! Values and citizen complexity and policy dilemmas THE JOURNEY - Where are we? What is working? What is not? - Service consumption but lack of content consumption - Citizen engagement and active participation - Moving forward: Smart Government – Happy People From enabler to platform THE FRAMEWORK A framework within which values, citizen complexity, their needs and policy dilemmas, throughout the e-Services, can be included and aligned, using the concept of openness and participation to allow Government to be a platform to contribute to create public value through citizen engagement putting them at the center in order to take care of their expectations and perceptions towards good governance... the ultimate goal: happy people.

1. By: Jenny Tsuboyama
Smart Government – Happy People Framework
Beyond e-Services
Smart Government
Happy People
FRAMEWORK
© www.jennytsuboyama.com

2. Key ideas
Having e-services is not the last goal
Going in the right direction: Government creating public value through Openness
Being aware! Values and citizen complexity and policy dilemmas The Journey
Where are we? What is working? What is not?
•Service consumption but lack of content consumption
Citizen engagement and active participation
Moving forward: Smart Government – Happy People
•From enabler to platform The Framework
A framework within which values, citizen complexity, their needs and policy dilemmas, throughout the e-Services, can be included and aligned, using the concept of openness and participation to allow Government to be a platform to contribute to create public value through citizen engagement putting them at the centre in order to take care of their expectations and perceptions towards good governance... the ultimate goal: happy people.
© www.jennytsuboyama.com

3. 1.1 Launching e-Services is not the last goal
Launching e-Services will not automatically result
in effective use and in value creation
e-Services easy to create by Government but without real value- impact on citizen’s daily life
Lack of access
Lack of technical and organizational interoperability
 The success of e-Services depends upon how citizens perceive its value.
 Gap: understanding what citizens value in e-services; what contributes to that perception.
 Go beyond: management myths and technological determinism, to adopting an appreciation of the social behavioural values that underlie the success of e- Services.
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4. 1.2 Going in the right direction: Government creating Public Value through knowing what People need
they are related to the oversimplification of the use of open data
Legitimacy and support
Value
Operational capabilities
The strategic triangle: Moore, 1995
Task environment
Authorizing environment
Public Value:
 focuses attention on what the people value and not just what the Government values.
 highlights longer term outcomes not just short term inputs and outputs.
 highlights the process of ‘co-creation’ or effective network governance
• Adequate, Accurate, Appropriate, Quality of e-Services.
•Empowered citizens
•Higher policy impact
•Happier citizens (expectations and perceptions)
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5. 1.3 Being aware! Values and Citizen complexity and Policy dilemmas
they are related to the oversimplification of the use of open data
Efficiency: value for eBahrain Citizen as tax-payer Dilemma: how to provide more for less
Effectiveness: value for citizen Citizen as services consumer Dilemma: Government cannot choose their “customers”
Governance: Value for Society Citizen as “citizen” Dilemma: how to balance openness, transparency, participation, and the interests and needs of different types of citizens and different stakeholders
Source: adapted from Millard & Horlings (2008)
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6. 2.1 Where are we? What is working? What is not?
Source: National Office For the Information Economy, 2003, eGovernment benefit study, Austrialia
Source: Xavier Comtesse and Giorgio Pauletto, Citizen Empowerment: a Transformational Model for eGovernment Services, Observatoire Technologique, 2009
Focus on the supply side
Data publish and online service availability
Focus on the technology side
Service maturity level
Focus on economic side
Productivity and efficiency gains
• Little attention to the social perceived value from the citizen perspective.
•Little content consumption. Then, what is the purpose to be open and have e-Services?
• Shift from bureaucracy and NPM to listen to the opinions, expectations and perceptions of the citizens (different types of citizens)
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7. 2.2 The move from one-way information sharing to
active participation and engagement of citizen
Enhancing Citizen Engagement through Online Platforms
Enabling Citizen Participation through Petitioning
Information
Consultation
Active participation
Government Agenda
People
Agenda
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8. 2.3 Moving forward: Smart Government - Happy People
Citizen Citizens, businesses and civil society
Public administration
e-administration ”Management and Control”
e-service
Service provisions to
citizens and businesses
Three major dimension in e-government initiatives, Jansen (2005)
Smart eBahrainrequires not only service modernization but most important thing: know what Bahrainis need, their values, expectations and perceptions; requires a holistic approach supported by an integrated modernization platform
Change Management
Openness
e- Service
Platform
Enabler
•Problem solving
•Value creation
•Increase productivity
•Enhance efficiency
e-participation
© www.jennytsuboyama.com

9. Political
Value
Economical
Value
Social
Value
Efficiency
& Effectiveness
Transparency &
Accountability
Reflexiveness
Legitimacy of
Government
Trust in
government
Value drivers
Intermediate
outcomes
Outputs
Smart Government – Happy People
Final
outcome
Input
Delivery and
provision of
online public
services
Enhancing Citizen Engagement through Online Platforms Enabling Citizen Participation through Petitioning
Creating Public Value
through citizen Input (citizen
satisfaction data or surveys,
systematic feedback Instru
ments, focus groups, or other
structured sources of
Stakeholder/ citizen
Program assessment
4 Dimensions
People / Citizens + Policy + Process + ICT
By Jenny Tsuboyama
© www.jennytsuboyama.com
The Framework: