Change Management & Governance Process Reengineering Towards e-Government

Manasakis Constantine, MBA, PhD

Department of Political Science, Univ. of Crete

Düsseldorf Institute for Competition Economics, Univ. of Düsseldorf

Electronic Government (e-Government) refers to “The

utilization of Information and Communication

Technologies (ICTs) to improve the public sector’s

efficiency and effectiveness of service delivery” (United

Nations, 2006).

Defining e-Government

Internet-based Non-Internet based

• Mobile SMS text messaging• Telephone, Fax• Closed-circuit television (CCTV) cameras• Tracking systems• Biometric devices• Smartcards • Non-online e-Voting

e-Government services delivery formats

I. e-Administration: Improving government processes

Reducing government processes costs by improving the input-

output ratios.

Managing processes performance by planning, monitoring and

controlling the performance of resources.

Making strategic connections in government agencies by

strengthening their capacity.

e-Government domains

II. e-Citizens and e-Services: Connecting citizens

Talking to citizens by providing citizens with details of public

sector activities and making public servants more accountable for

their actions.

Listening to citizens by increasing the participation input of

citizens into public sector actions.

Improving public services delivered to members of the public

along dimensions such as quality, convenience and cost.

e-Government domains

III. e-Society: Building external interactions

Working better with business by the digitalization of regulation

and procurement processes.

Developing communities by building the social and economic

capacities and capital of local communities.

Building partnerships by creating organizational groupings to

achieve economic and social objectives.

e-Government domains

e-Government domains

I. Government-to-Citizen or Government-to-Consumer (G2C)Applies the strategy of Customer Relationship Management (CRM).By managing the relationship with its customers and citizens, the

government provides the services fulfilling the customers’ needs.II. Government-to-Business (G2B)III. Government-to-Government (G2G)IV. Government-to-Employees (G2E)Processes Information provision Two-way communication Conducting transactions Citizen participation

e-Government delivery models

Examples of e-Services – G2C

Examples of e-Services – G2B

Close

Expand

Operate

Start-up Explore Opportunities

• Approvals• Permission

s• Registratio

ns

• Returns• Taxes• Permits• Complian

ce

• Approvals• Permissio

ns

• Project Profiles

• Infrastructure

• State Support

• Approvals

• Compliance

Traditional vs. e–GovernmentUse of ResourcesLow High

InfrastructureFragmented Integrated

Cost of ServiceHigh Low

Speed of ServiceMonths/Days Hours/Minute

ROILow High

TransparencyLow High

ParticipationLow High

Traditional vs. e–Government

SPEED OF SERVICE DELIVERY

1 1000

COST OF TRANSACTIONS

100 1

I. Law & Policy-making– e-Government can be a catalyst for legal reform– Wider & faster dissemination of laws– Faster & better formulation of policies

II. Better Regulation– Registration & Licensing - speedier– Taxation – better revenues– Environmental Regulations – better compliance– Transportation & Police – more transparency

III. More efficient Services to Citizens & Businesses– Better Image– Cost-cutting– Better targeting of benefits– Control of corruption

e-Government: Benefits to Government

I. Increased velocity of business

II. Ease of doing transactions with Government

III. Better Investment climate

IV. Transparency and accountability

e-Government: Benefits to Business

I. Cost and time-savings

II. Certainty in getting services

III. Better quality of life

IV. Ease of access of information

V. Added convenience – multiple delivery channels

VI. Possibility of self-service

e-Government: Benefits to Consumers

The extent of change between where we are now and where the e-

Government project wants to get us.e-Government projects indicate seven dimensions: I nformation T echnology P rocesses O bjectives and values S taffing and skills M anagement systems and structures O ther resources: time and money

Government Process Reengineering

Government Process Reengineering

Principle # 1: Holistic Approach

Principle # 2: RoadMap

Principle # 3: Overcoming Challenges

Principle # 4: Presses Transformation

Principle # 5: Change Management

Principle # 6: Capacity Building

Principle # 7: Top Level Sponsorship

7 Principles - Requirements of e-Government

Principle # 1: Holistic ApproachSeven Areas of Management

ProcessReform

Management

ResourceManagement

ProcurementManagement

Technology Management

KnowledgeManagement

ChangeManagement

ProgramManagement

Principle # 1: Holistic ApproachThe Four Pillars of e-Gov

Peop

le

Pro

cess

Tech

nolo

gy

Resou

rces

e-Government

6C Model

Connectivity

Capital

CitizenInterface

Cyberlaw

Content

Capacity

Principle # 1: Holistic Approach6C Model of Implementation

Principle # 1: Holistic ApproachFront-end Vs. Backend

BackendSystems

+BPR

Infrastructure

Foundation

People

Front-end Systems

Results

Internet

Service Centre

Right balance between Front-end & Backend

A set of comprehensive documents that

– provide a vision

– indicate a direction

– create a set of methodologies

– lay down priorities

– enable resource mobilization

– facilitate adoption of holistic approach

… in implementing e-Government projects

Principle # 2: The e-Gov Roadmap

I. To align e-Gov efforts along the development priorities of

the State

II. To ensure systematic approach in implementation

III. To ensure optimal utilization of scarce resources

IV. To move away from champion-led approach to an

institutionalized approach in e-Gov

Principle # 2: The e-Gov RoadmapDeveloping an e-Gov Roadmap

Principle # 2: The e-Gov RoadmapThe e-Governance Roadmap…

December 2004

eGov Roadmap Components

By 2010, the State will be . . .

eProcWorkflow

ü Leverage PPP

Land

PPPGPRLR

Training

Municipal

eproc

Police

eSevaPancha

yat

Land

DC, WAN

Other Projects &Initiatives

Mission Projects & Initiatives

Core Projects &Initiatives

eGov Blueprint

Access to Legal Information

Land Information

System

NetworkData Center

WorkflowCapacityBuilding

eProc

eSevaePanchayat

GPR

HRMSFinancial

Information System

Kiosks

Vision

Strategy

Blueprint

Program

Ecosystem

Principle # 3: Overcoming Challenges

• Lack of Process Models• Status Quo-ism• Poor Legal Frameworks• Complex Procurement

1 PROCESS• Lack of Political Will• Official Apathy• Shortage of Champions• Lack of Skills in Govt

2 PEOPLE

• Lack of Architectures• Lack of Standards• Poor Communication Infrastructure• Hardware-approach

3 TECHNOLGY

• Budget Constraints• Disinterest of Pvt Sector• Lack Project Mgt Skills

4 RESOURCES

Principle # 4: Process TransformationIngredients of Transformation

DepartmentCentric

Approach

ProcessOrientation

Output-BasedAssessment

DepartmentalView

CustomerCentric

Approach

ServiceOrientation

Outcome-basedAssessment

Integrated View

I. Degree of Transformation

II. Change Management

III. External motivation

– Following Best Practice

– Engaging Consultants

IV. Top Management Support

V. Awareness & Communication

Principle # 4: Process TransformationIssues in Transformation

Change Management is about managing people in a changing

environment so that business changes are successful and the

desired business results are realized.

The ADKAR Model1. Awareness of Change2. Desire to Change3. Knowledge of Skills 4. Ability to apply Knowledge5. Reinforcement to Sustain Change

Principle # 5: Change Management

Principle # 6: Capacity BuildingHierarchy of Capacity Needs

• Policy Formulation• Committing Resources• Taking hard decisions• Preparing Roadmaps• Prioritization• Frameworks, Guidelines• Monitoring Progress• Inter-agency Collaboration• Funds Management• Capacity Management

• Conceptualization• Architecture • Definition (RFP, SLA…)

Leadership & Vision

Program Development

Program Management

Project Development

Project Management• Bid Process Management• Project Monitoring• Quality Assurance

I. Becoming Champions of e-Government– to achieve change of mindset– to create an environment for innovation– to provide adequate resources

II. Removing Barriers– to overcome employee resistance– to achieve cross-agency coordination– to create confidence in private sector to partner government

III. Taking Hard Decisions– to take the risks inherent in e-Government – to achieve effective Government Process Re-engineering

IV. Articulating the needs of citizens & businesses

Principle # 7: Top Level SponsorshipThe role of Leadership

The Europe 2020 strategy aims to attain: VISION: Where…?MISSION: Through…?PILARS & GOALS: How…?

[VISION] Smart growth[MISSION] through more effective investments in education, research

and innovation

[VISION] Sustainable growth[MISSION] through a decisive move towards a low-carbon economy

[VISION] Inclusive growth[MISSION] through job creation and poverty reduction

The Digital Agenda Europe (DAE) contains 4 PILARS and 13 GOALS:

The Europe 2020 strategy

The Europe 2020 strategy – 4 Pilars

The 4 pillars of the Action Plan

Improving efficiency and effectiveness of administrations

Empowering citizens and businesses

Provide key enablers and preconditions

Strengthening the Internal Market

The Digital Agenda Europe (DAE) contains 13 specific GOALS:1. The entire EU to be covered by broadband by 2013.2. The entire EU to be covered by broadband above 30 Mbps by 20203. 50 % of the EU to subscribe to broadband above 100 Mbps by 20204. 50 % of the population to buy online by 20155. 20 % of the population to buy online cross-border by 20156. 33 % of SMEs to make online sales by 201557. The difference between roaming and national tariffs to approach zero by 20158. To increase regular internet usage from 60 % to 75 % by 2015, and from 41 % to 60 % among

disadvantaged people.9. To halve the proportion of the population that has never used the internet from 30 % to 15 % by

201510. 50 % of citizens to use e-Government by 2015, with more than half returning completed forms11. All key cross-border public services, to be agreed by Member States in 2011, to be available

online by 201512. To double public investment in ICT R&D to € 11 bn by 202013. To reduce energy use of lighting by 20% by 2020

The Europe 2020 strategy – 13 Goals

UN e-Gov World Survey 2012

EU - Digital Agenda Scoreboard Medium / Low income households with a Broadband Connection

EU - Digital Agenda Scoreboard Medium / High income households with a Broadband Connection

EU - Digital Agenda Scoreboard Availability of e-Government services to citizens

EU - Digital Agenda Scoreboard Availability of e-Government services to enterprises

EU - Digital Agenda Scoreboard Use of e-Government services by SMEs