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MBA of Public Administration & e-Government

These are some brief notes on Public Administration & e-Government - 1

Dr.  S.  Maurer,  
MBA Professor

Legislation introduced in the U.S.  Sënate typifies the way legislators often blend e-democracy and e-government rhetoric,  but in concrete actions overwhelmingly focus on e-government.  The bipartisan e-government Act of 2001,  co-sponsored by 12 senators,  says two of its major goals are: to enhance citizen access to government information and to increase citizen participation in government.

Often there is not a hard-and-fast distinction between e-government and e-democracy.  Take voting technology.  To the extent that improved voting technology reduces government's cost of conducting a reliable vote,  it is e-government.  But to the extent it systematically influences who votes,  whose votes are actually counted or any other variable that affects the translation of voter preferences into public policy,  it is e-democracy.

E-government is about improving the work of all branches of government,  not just public administration in the narrow sense.

You need to help councils recognise crm as a change enabler and help them use crm to become more open,  more accountable,  more inclusive and better able to lead their communities in an informed and cohesive way.

To develop an understanding of the role of e-government and e-Governance in today's society and in public organizations,  with an emphasis on the effective management of information and its flow.

What are the future e-government trends? Pointing to the future,  one key point came out of the lively discussion from the floor.  Not enough is being done at the moment to bridge the divide between the local politicians and chief officers who have to drive e-government policy and practice,  and the it practitioners who understand the more technical aspects.

Why do government officials love e-government and hate e-democracy? The answer is implicit in the definition of the question.  e-government uses information technology to make government operate more efficiently,  often by copying techniques first developed in the private sector.  E-democracy uses information technology to make elected officials more accountable to the public.

e-government it is not a massive information technology [it] project.  Much of it is about establishing common standards across government and delivering services more effectively and providing ways for government agencies to work together,  all using the best technologies that are available.

The crm will help local authorities realise their ambitions to deliver better services,  modernisation and e-government.

e-commerce is not at the heart of e-government.  The core task of government is governance,  the job of regulating society,  not marketing and sales.

Introducing electronic voting is mainly a question of offering a package of electronic services [such as online voting,  egistration,  postal vote application] in line with other online service initiatives.  Of course there are policy questions to consider as well,  such as authentication and security,  but in broad terms,  the act of casting and counting a vote can be considered the service element of the democratic process.

Opportunities for citizens to communicate with their governments are growing.  A recent e-government study found continued improvement in the number of state and federal sites that provide e-mail addresses to allow direct communication with government departments and individuals; more opportunities for site visitors to post comments; and a doubling in the percentage of sites that allow citizens to register for e-mailed updates on specific issues.

Local authorities want to improve customer satisfaction by delivering better services.  crm is a key way to do this.  This site is a gateway to information and knowledge about crm and a set of products that are toolkits and guidelines that can be used for implementation.

Getting people back into the democratic process is a huge challenge.  New e-government technology will help to empower people,  encouraging them into and,  strengthening the democratic process.  I believe it is time to put e-democracy on the information age agenda and,  for governments to set out what they mean by e-democracy and how they intend to use the power of technology to strengthen democracy.

One reason why e-government will continue to fair well is because many advocates and practitioners have learned that implementing it doesn’t depend totally on dollars.

These are some brief notes on Public Administration & e-Government - 2

Dr.  S.  Maurer,  
MBA Professor

government decision makërs must make the most of scarce resources and at the same time respond to ever-increasing demands for improved performance and the new e-government technology.  Thus the need for wise investment in information technology continues to grow.

e-government opens up many possibilities for innovating and improving government services.  Many governments are working toward providing citizens with access to information and services 24 hours a day,  seven days a week from the convenience of their home or office PC.

e-government can improve efficiency,  increase citizen involvement and help achieve reform – but it is not enough just to open up a website and wait for visitors to start flooding in.

The next phase of activity will focus on proving,  qualitatively and quantitatively,  the direct benefits of crm for the citizen and council,  including a tool for calculating the benefits and the Return-on-Investment.

Getting people back into the democratic process is a huge challenge.  New e-government technology will help to empower people,  encouraging them into and,  strengthening the democratic process.  I believe it is time to put e-democracy on the information age agenda and,  for governments to set out what they mean by e-democracy and how they intend to use the power of technology to strengthen democracy.

The future for e-government will be affected by the way that the supply market changes.  To date,  some it suppliers have responded more effectively than others to the way in which the local e-government market has developed.

The vision for e-government is that you will be able to find public information and services within your government departments quickly and easily over the internet.

The internet is primarily a communications medium,  not a space to do things,  other than buy the odd book,  CD or bottle of wine.  And yet there are hundreds of projects up and down the country,  online communities,  pressure groups and learning centres where e-government is happening.

Technologies like the internet may be changing the way that governments interact with citizens and businesses,  but that's only part of the puzzle.  What happens behind en e-government web site is a fundamental change in the way that government business is being conducted.

Viewing e-government projects as mainly an investment in public infrastructure is too restricted,  since the investment is also aimed at reducing the size and costs of government while accelerating the growth of the e-government market,  helping to create new businesses and jobs in the private sector.

Have we achieved the 'benefits' that were used to justify the e-government program? How do we continue to improve our services and build upon the foundations that we will have created?

Quality rather than quantity should be the watchword for your e-government work.  The percentage of people using services online rather than the percentage of services available should be the measure by which the success of the e-government programme is judged.  Therefore,  greater attention should be paid to delivering services,  which are not only attractive,  but also deliver the greatest benefits to citizens.

e-commerce is not at the heart of e-government.  The core task of government is governance,  the job of regulating society,  not marketing and sales.

The most prominent obstacle to e-government is digital illiteracy,  followed by a lack of well-developed procedures for cooperation between the public and private sector.  In addition,  shortage of funds or lack of public funds for new projects posed significant obstacles to e-government implementation.

Many of us have already experienced the potential of the web to change our relationships with other individuals,  with the business community,  and more recently with e-government.  Getting citizens out of line and getting them online are phrases that are being used to create visions of the new relationship between citizens and government.

These are some brief notes on Public Administration & e-Government - 3

Dr.  S.  Maurer,  
MBA Professor

The most prominent obstacle to ë-government is digital illiteracy,  followed by a lack of well-developed procedures for cooperation between the public and private sector.  In addition,  shortage of funds or lack of public funds for new projects posed significant obstacles to e-government implementation.

Quality rather than quantity should be the watchword for your e-government work.  The percentage of people using services online rather than the percentage of services available should be the measure by which the success of the e-government programme is judged.  Therefore,  greater attention should be paid to delivering services,  which are not only attractive,  but also deliver the greatest benefits to citizens.

Where then have e-government benefits already been felt by the public? The sharing of information between services,  and making it available to front-line staff in call centres and one stop shops makes one think that,  to date,  the main benefits felt by the public have been indirect,  rather than direct.

You must bring clarity and definition to the role of customer relationship management within local authorities and support councils in delivering modern,  successful,  and effective local government services.

Have we achieved the 'benefits' that were used to justify the e-government program? How do we continue to improve our services and build upon the foundations that we will have created?

We’re finding a healthy appetite among the world’s government leaders who are eager to embrace e-government,  because they see its enormous potential to help them improve the way they deliver federal services to businesses and people.

e-government can improve efficiency,  increase citizen involvement and help achieve reform – but it is not enough just to open up a website and wait for visitors to start flooding in.

The final phase of any e-government study examine the Return-on-Investment from implementing online services.  The aim must be to determine a benchmark Return-on-Investment [or other suitable form of measurement] to be used as a guide to assist agencies in future service planning.  Return-on-Investment will encompass not only financial returns,  but also impacts for individual agencies,  government more broadly and users of government services.

it is important that government have a good understanding of the level of Return-on-Investment to date on e-government initiatives,  as well as a method for determining an appropriate Return-on-Investment in the future.

The e-government resulting benefits can include less corruption,  increased transparency,  greater convenience,  revenue growth,  and cost reductions.  e-government has a great role in offering services to citizens and promoting democracy brought by the integration of the internet in the process of governance.

e-government it is more about leading change and transforming institutional processes with technology as the enabler and leadership as the driver.  e-government Fellows offer a unique perspective on e-government and the challenges of implementing it [see Reach for the Future].  Also,  e-government can be funded through reengineering and other management improvements.

The implications of it for the future of government are as yet dimly perceived,  notwithstanding a stream of speculation and informed commentary on the future of democracy and governance.

New technologies are changing the way that law enforcement investigates suspected criminals from tracking e-mails and eaves dropping cellular phone calls.  These examples of e-government,  and many others,  show how it is changing the way we share information,  transact business,  and make decisions.  Lawyers are among the many professionals impacted by these changes.

Often there is not a hard-and-fast distinction between e-government and e-democracy.  Take voting technology.  To the extent that improved voting technology reduces government's cost of conducting a reliable vote,  it is e-government.  But to the extent it systematically influences who votes,  whose votes are actually counted or any other variable that affects the translation of voter preferences into public policy,  it is e-democracy.

Viewing e-government projects as mainly an investment in public infrastructure is too restricted,  since the investment is also aimed at reducing the size and costs of government while accelerating the growth of the e-government market,  helping to create new businesses and jobs in the private sector.

These are some brief notes on Public Administration & e-Government - 4

Dr.  S.  Maurer,  
MBA Professor

The vision for e-Governmënt is that you will be able to find public information and services within your government departments quickly and easily over the internet.

Imagine an e-government future in which citizens can log onto one internet site,  easily find the government services they are looking for,  and use that site to conduct an online transaction.

web sites are the most common vehicle for providing electronic access to public information.  According to some estimates,  there have been more than 10,000 e-government web sites developed in the United States to date.  These include the full array of federal,  state,  and local governments.

e-government impacts the way we interact with government agencies at all levels,  whether that interaction takes place through telephone,  fax,  e-mail,  a web site,  or directly into a data base.

e-government is not only or even primarily about reforming the work processes within and among governmental institutions,  but is rather about improving its services to and collaboration with citizens,  the business and professional community,  and nonprofit and nongovernmental organisations such as associations,  trade unions,  political parties,  churches,  and public interest groups.

Effective e-government also means enabling the potential for government services to be delivered in an integrated way.  The aim is to make it as easy and convenient as possible for customers to reach the government service required,  without needing to know who in government provides the service.

government decision makers must make the most of scarce resources and at the same time respond to ever-increasing demands for improved performance and the new e-government technology.  Thus the need for wise investment in information technology continues to grow.

e-commerce is not at the heart of e-government.  The core task of government is governance,  the job of regulating society,  not marketing and sales.

Legislation introduced in the U.S.  Senate typifies the way legislators often blend e-democracy and e-government rhetoric,  but in concrete actions overwhelmingly focus on e-government.  The bipartisan e-government Act of 2001,  co-sponsored by 12 senators,  says two of its major goals are: to enhance citizen access to government information and to increase citizen participation in government.

Federal and state agencies,  as well as many local and county governments,  have realized the internet - through the e-government - can help them communicate with the public,  with businesses,  and with one another.  The anytime,  anywhere character of the web allows government information and services to be more available to more people at greater convenience,  and hopefully with increased satisfaction.

Often there is not a hard-and-fast distinction between e-government and e-democracy.  Take voting technology.  To the extent that improved voting technology reduces government's cost of conducting a reliable vote,  it is e-government.  But to the extent it systematically influences who votes,  whose votes are actually counted or any other variable that affects the translation of voter preferences into public policy,  it is e-democracy.

e-government is in principle nothing new.  Governments were among the first users of computers.  But the global proliferation of the internet,  which effectively integrates information and communications technology on the basis of open standards,  combined with the movement to reform public administration known as New public management,  has for good reason generated a new wave of interest in the topic.

The challenge for e-government is to continually embrace the opportunities that the online world provides and ensure that community needs and expectations are met,  while at the same time ensuring program and cost effectiveness for government.

Unlike most governmental programs,  e-government in the U.S.  was broad based.  The passion of e-government practitioners it came about with the development of the Blueprint for e-government PDF in 2000 and was faciliatated by the Council for Excellence in government .  Hundreds of individuals and organizations from the private sector,  federal,  state and local governments,  NGOs,  academia,  and researchers collaborated to produce the blueprint.

Why do government officials love e-government and hate e-democracy? The answer is implicit in the definition of the question.  e-government uses information technology to make government operate more efficiently,  often by copying techniques first developed in the private sector.  E-democracy uses information technology to make elected officials more accountable to the public.