e-participation and citizen engagement in the gcc richard kerby adviser, undesa the first gulf...
TRANSCRIPT
E-participation and Citizen Engagement in the GCC
Richard KerbyAdviser, UNDESA
THE FIRST GULF COOPERATION COUNCIL (GCC)eGOVERNMENT CONFERENCEMuscat, 21-23 December 2009
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Agenda
1. Forms of e-Participation
2. Tools for Citizen Engagement
3. Citizens Satisfaction
4. Culture
5. Summary
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Forms of e-Participation
1. E-Information
2. E-Consultation
3. E-Decision-Making
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E-Information
Percentage
Site provides information about inclusiveness in e-government
24%
Site provides information about e-participation
18%
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E-Consultation
Percentage
Citizen Charter available or Service Level Statement
19%
Facility for Citizen Feedback 38%
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E-Consultation
0
5
10
15
20
25
30
35
40
Finance Education Health Labor Social
Public opinion through online polls
Public opinion through online surveys or feedback forms
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Tools for Citizen Engagement
Blogs
Discussion Forms
E-Petitions
Mobile Alerts
E-Services– Online Forms– Online Transactions
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Tools for Citizen Engagement
Percentage
Online Polls 15%
Online Surveys or Feedback Forms 28%
Chat room or IM feature 6%
Weblogs 10%
Listservs or Newsgroup 8%
Other Interactive tools 18%
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Online Forms
Number of Downloadable Forms from National Portals
0 Forms, 138, 72%
1-5 Forms, 12, 6%
More than 10 Forms, 37,
19%
6-10 Forms, 5, 3%
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Online services
Number of Countries Percentage
Taxes 35 20%
Registrations 36 20%
Permits, Certificates, ID Cards
35 20%
Fines 23 12%
Utilities 19 10%
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Citizens Satisfaction
Key Performance Indicator– Behavioral Data
• Page Visits• Traffic• Transactions
Key Success Indicator– Customer Satisfaction
• Attitudes• Intent• Impact of Change• Why, Who and How
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Citizens Satisfaction
Future Behaviors– Likelihood to use as a primary source
– Likelihood to recommend
– Likelihood to return
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Culture Digital Society
Accessibility
Content
Encouragement
Empowerment
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Summary Create an environment that is conducive
to citizen engagement and e-participation
Market the e-tools that you will use for e-participation (REACH)
Develop a culture of citizen engagement
Empower citizens to be more connected
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Thank You