online government in colombia 2010 - 2011 - gobierno en lnea

1OnLine Government in Colombia 2010 - 2011

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ONLINEGOVERNMENTIN COLOMBIA 2010 - 2011

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ONLINE GOVERNMENTIN COLOMBIA 2010 - 2011

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Diego Molano VegaICT Minister

María Carolina Hoyos TurbayICT Deputy Minister

Francisco Alfonso Camargo SalasGeneral Manager OnLine Government Program

Ana Carolina Rodríguez RiveroResearch, Policy and Evaluation Coordinator

Lina María Cruz SilvaJoint Coordination and Support

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Online Government in Colombia 2010 - 2011 is a report issued by the OnLine Government Program team of the Ministry of Information and Communications Technologies.

The interpretation of data presented in this report is responsibility of the authors and does not compromise the name of the Online Government Program of the Ministry of Information and Communications Technologies.

First edition: August 2011

© 2010, Copyright: - Ministry of Information and Communica-

tions Technologies - Online Government Program

Carrera 8ª between 12 and 13. Murillo Toro Building Telephone: (57 1) 344 3460 - 344 2270

Postal Code: 111711 www.mintic.gov.co

www.gobiernoenlinea.gov.co [email protected]

Authors: Francisco Alfonso Camargo Salas, Ana Carolina Rodríguez Rivero, Lina María Cruz Silva, Enrique Cusba, Lina María Gómez Torres. Research, Policies and Evaluation Coordination Office, Joint Coordination and Support Office OnLine Government Program.

Editing:CINTELCalle 99 No 14 – 10 REM Tower, Suite 505Telephone: (57 1) 640 4410Bogotá D.C., [email protected]

Diagramming:MARKSIGMA E.U.Calle 74 No. 15 – 80 Interior 1 Suite 611Telephone: (57) 317 9496 /97Bogotá, D. C., [email protected]

All rights reserved. No part of this publica-tion may be reproduced, stored in a retrieval system, or transmitted in any form or by any means, electronic, mechanical, photocopy-ing, recording or otherwise without the prior permission of the Ministry of Information and Communications Technologies – OnLine Government Program.


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Content

PRESENTATION XI

1 INTRODUCTION 15 1.1 Plan Vive Digital 17

1.2 OnLine Government strategy 23

2. ONLINE GOVERNMENT MONITORING AND EVALUATION MODEL 27

2.1 Applying the monitoring model and data considerations 29

3 ANALYSIS OF THE ASSESSMENT OF ONLINE GOVERNMENT 31 3.1 CITIZENS 333.1.1 Universe and sample 333.1.2 Analysis of data obtained in 2010 34

3.2 ENTERPRISES 533.2.1 Universe and sample 533.2.2 Analysis of data obtained in 2010 55

3.3 ORGANIZATION 753.3.1 Universe and sample 753.3.2 Analysis of data obtained in 2010 75

4. CONCLUSIONS 85

5. BIBLIOGRAPHY 91

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PRESENTATION

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Good governance has the best strategy for realizing its prin-ciples, OnLine Government. In fact, efficiency, effectiveness, transparency and participation, are undoubtedly pillars, princi-

ples and goals of a modern public administra-tion with the citizen at the centre of the State. The important role that Information and Com-munication Technologies (ICT) play in today’s society is irrefutable. Government is not the exception to this technological reality which creates value for the whole of society promot-ing competitiveness, governance and better quality of life. This is why OnLine Government is the best tool to foster competitiveness, eco-nomic growth, good governance and an inno-vative environment for Government to lead the path to prosperity.

The Ministry of Information and Communi-cation Technologies of Colombia, in tune with current worldwide trends promoting the de-velopment of ICT, has implemented the Plan Vive Digital (Live Digital Plan), which seeks to make the technological transition to achieve lower unemployment and poverty levels in the country and increase competitiveness. Appli-cations are the cornerstone of this Plan, which is based on a central principle: the Government has to lead by example. In this context, the On-Line Government Strategy contributes to a more efficient, transparent and participato-ry State by providing better services with the

collaboration of all society through the use of ICT. This strategy for prosperity is aimed at boosting competitiveness and improving the quality of life for all Colombians, resulting in a more competitive business sector and citizens with better mechanisms for information, inter-action and participation, and a State that trans-forms itself according to the needs, requests and realities of their citizens and businesses.

This recognition and support comes effort in recent years, where Colombia has been in-ternationally known as an example in elec-tronic government, ranking first within Latin American and Caribbean countries. Moreover, this effort has been reflected in the way that Colombian citizens view the OnLine Govern-ment: according to the results in a 2010 survey, 90% of the citizens know the OnLine Govern-ment, this being understood as the capabil-ity to relate with public organizations through electronic means, and 39% have interacted with organizations using these channels. For companies, awareness is even higher, reach-ing 94% among legal representatives and 96% among employees. These results, along with figures showing that more than 70% of the na-tional level organizations are in the high level indicator of OnLine Government and that the number of onLine procedures and services in-creased by 40% in the last year, reaching 700, are significant evidence of the achievements of OnLine Government in the country during 2010-2011.

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These results are an incentive to continue with this process which seeks to expand On-Line Government on a mass scale in the coun-try so that every citizen and company uses the technologies to interact with the State in a more direct, efficient, transparent and partici-pative way, building an informed society with better tools for participation and a more com-petitive economy.

This document compiles the results of the third measurement made for 2010 within the framework of the monitoring and evaluation system developed by the Programa Agenda de Conectividad – Estrategia de Gobierno en línea (Connectivity Agenda Program – OnLine Gov-ernment Strategy), which seeks to identify the progress and challenges that the country faces in the fulfillment of OnLine Government.

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We trust that the results generated, the analysis and conclusions here presented, will contribute to push forward the collective con-struction of OnLine Government in Colombia and be and investment for the future of our society.

I invite you all to use and promote OnLine Government.

Sincerely,

Francisco Alfonso Camargo SalasGeneral Manager

OnLine Government Program Ministry of Information and

Communication Technologies - Colombia

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INTRODUCTION1.

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The continuous increase in pro-ductive activities connected to the use of Information and Com-munications Technologies is re-flected in the elements that foster

economic growth in countries. Proposals for the development of national policies in ICT, such as the one developed in Colombia with the Plan Vive Digital (Live Digital Plan), include elements for the promotion of initiatives, both from the demand and supply point of view, in order to create a virtuous circle that promotes the effective use of the electronic services in all sectors of society.

In accordance with the OECD Information Technology Outlook 2010, the main Govern-ment ICT programs and policies include:

• Network and information systems security

• Broadband (infrastructure)

• Research and development (R & D) pro-grams in ICT

• Electronic government

• Innovation networks and clusters

As observed, electronic government is one priority for national governments. They are

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conscious of the role that the ICT play to facili-tate the provision of public services, creating an environment that increases transparency, fosters good governance, and allows wider dis-semination of information to citizens and com-panies.

The International Telecommunications Union (ITU), in its 2010 report on global de-velopment of telecommunications presents the following benefits of electronic govern-ment:

• Facilitating communications and improving coordination among authorities at various levels of government, as well as within or-ganizations.

• Improving the speed and efficiency of op-erations by means of rationalization of pro-cesses, thus reducing costs and improving documentation and registration.

• Increasing inclusion and participation by the citizens in political processes, by means of an improvement of Government capacity to receive comments from the citizens, en-abling the development of policy measures according to the needs and priorities of the citizens.

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In Colombia, the OnLine Government Program is designed to provide the tools and guidelines that make possible for State organizations to fulfill the criteria estab-lished in the national OnLine Government Strategy. The purpose of this Strategy is “to contribute to the construction of a State

that is more efficient, more transparent and participative, that provides better ser-vices with the collaboration of all society by making good use of the ICT, in order to foster competitiveness and improvements in the quality of life for the welfare of all Colombians.”


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Figure 1 Digital Ecosystem for ColombiaSource: Vive Digital (2011)

1 Plan Vive Digital.

SUPPLY

DEMAND

INFRASTRUCTURE

DIGITAL ECOSYSTEM

APPLICATIONS

SERVICESCOSTUMERS

PROVIDES DIGITAL CONNECTIVITY

ALLOWS DEVELOPMENT OF DIGITAL CONNECTIVITY

GENERATE DEMAND IN THE ECOSYSTEM

TECHNOLOGY APPROPRIATION AND CONTENT CREATION

PLAN VIVE DIGITAL(LIVE DIGITAL PLAN)1.1

Aware of the fact that Information and Communications Technolo-gies have become an essential

tool for the development of countries, in terms of the direct correlation that exists between In-ternet penetration and usage, appropriation of ICT, generation of employment and reduction in poverty, the Government has responded in a decisive manner to this need, seeking to mas-sively extend the use of the Internet to take the

leap towards Democratic Prosperity through the Plan Vive Digital (Live Digital Plan)1. For this purpose, three ambitious goals have been set for 2014, in order to:

• Increase by 350% the number of mu-nicipalities connected with fiber optics broadband, expanding this infrastructure from 200 to 700 municipalities in the country.

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- Expansion of Domestic Fiber Optic Network

- Allocation of spectrum for IMT

- International Connections, CDN and Data Centers

- Infrastructure for rural areas

- Telecommunications infrastructure standards at homes

- Facilitating deployment of telecommunications infrastructure

- Universalizing access to public

television service

- Digital radio

- Telecommunications network for disaster prevention and assistance

- User quality and protection regime

- Tecnocenters

- Training programs on ICTs

- Responsible use of ICTs

- ICTs for disabled people

- VAT reduction for Internet

- Terminal massification

- Internet subsidy scheme for social levels 1 and 2

- Legal and regulatory framework for convergence

- Impacts of ICT on the environment

Table 1 Actions to be performed for each component in the Digital EcosystemSource: Vive Digital (2011)

- Online Government

- Strengthening IT and BPO&O

industries

- Fostering Applications Development for SME

- Fostering Mobile Applications Development

- Fostering TDT Applications development

- Promoting digital content industries

- Telework

SUPPLY DEMAND

Infr

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Serv

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Use

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• Connect 50% of the micro, small and medi-um-sized enterprises (SMEs) and 50% of all Colombian homes to the Internet.

• Increase the connections to the Internet by 400%, from 2.2 million (including fixed connections of more than 1.024kbps and wireless connections of 3G/4G) to 8.8 million.

In order to attain these goals, it is necessary to stimulate both the supply and the demand for digital services through a digital ecosystem. For this purpose, OnLine Government has a predominant role in helping Colombians have an easier and more productive life thanks to a broad offer of digital applications and content. In this way, the objective is to achieve greater efficiency, transparency and citizen participa-tion, with 100% of the organizations of the

national order and 50% of all territorial or-ganizations providing all OnLine Government services.

For each of the components that have been defined, there is a series of actions that need to be developed as shown in Table 1.

In keeping with the above, the OnLine Government Strategy is one of the initiatives within the Plan Vive Digital in the Applications component, since the main tool to foster, in practice and by example, the adoption and the use of the ICT in Colombian society is through Government.

Bearing in mind that the Strategy seeks the advancement of OnLine Government in the country by means of expanding the offer

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of online proceedings and services, electronic participation and the development of a market for government online services, 9 new actions have been established for the next 4 years to provide continuity and strengthen the work that has been under development by the Con-nectivity Agenda Program – OnLine Govern-ment Strategy. The actions are the following: (1) to foster the development of OnLine Gov-ernment in territorial organizations, (2) to create the Single Colombian Notary Portal, (3) to implement the Cristal Ballot Box initiative, where citizens can participate and perform so-cial control over government, (4) to develop an on-line reporting, audit and control system for the comptroller´s offices in the country, (5) to develop the implementation of the Electronic Public Contracting System, (6) to develop the “zero paper” initiative in order to eliminate the use of paper in the procedures that are per-formed by public organizations, (7) to develop solutions for corporations, (8) to develop an R&D&I center in OnLine Government, and (9) to develop, implement and operate a platform that facilitates the exchange of information among State organizations.

One of the main incentives for the accep-tance of OnLine Government that has occurred in the country and that has positioned it in recent years is associated with the savings in time and costs for the users when they perform transactions or comply with government re-quirements. An example of this is the issuance of the judicial record (pasado judicial). Five years ago, it was necessary to request an ap-pointment and pay a certain amount of money. At present, this service is free and the time to obtain it was reduced from 2 hours to 10 min-utes. In accordance with the calculations made by the OnLine Government program, savings for the users exceed US$36 million, on account of the reduction in direct costs (record fees)

and the elimination of indirect costs (transpor-tation and photograph).

On the international level, and bearing in mind the global impact of ICTs in various spheres of society (including public adminis-tration), various organizations have undertak-en assessments that identify and compare how countries are doing in various aspects related with the implementation and use of the ICTs, as well as in electronic government. Three indices that have been selected are shown next.

The first index is the Digital Economy Rank-ings. This index, published by The Economist Intelligence Unit, includes 70 countries around the world and aims to measure the quality of ICT infrastructure in the countries, as well as the capability that the citizens, companies and government have to use them for their benefit.

The calculation of this index includes six categories: connectivity and infrastructure; business environment; social and cultural envi-ronment; legal environment; vision and public policies; and the adoption of the technologies by the citizens and companies. A classification like the one offered by this index allows gov-ernments to identify whether their initiatives are successful compared to other within the same framework.

According to the results obtained in 2010, Colombia is ranked 50, up 2 positions from the 2009 ranking. According to the categories con-sidered for Colombia, the regulatory and busi-ness environments score the highest, 6.60 and 6.29 respectively; however, the issue of connec-tivity is the lowest, with a score of 3.6, reason for which a first step to improve this index is to advance issues of connectivity, particularly broadband.

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Total Connectivity Business Social and Culture Legal State policies Consumption Position Country Score environment environment environment and vision and business adoption

20% 15% 15% 10% 15% 25%

1 Sweden 8.49 8.20 8.13 8.53 8.25 8.90 8.75

2 Denmark 8.41 7.85 8.18 8.47 8.10 8.70 8.90

3 United States 8.41 7.35 7.85 9.00 8.70 9.25 8.60

4 Finland 8.36 8.00 8.30 8.47 8.35 8.00 8.85

5 Holland 8.36 8.05 8.05 8.07 8.45 8.25 9.00

6 Norway 8.24 7.95 7.95 8.00 8.30 8.05 8.90

7 Hong Kong 8.22 7.65 8.40 7.27 9.00 9.18 8.28

8 Singapur 8.22 7.35 8.63 7.33 8.70 9.13 8.48

9 Australia 8.21 7.35 8.24 8.53 8.50 8.85 8.18

10 New Zealand 8.07 6.80 8.17 8.60 8.45 8.50 8.29

24 Spain 7.31 6.20 7.39 7.60 8.35 7.85 7.23

30 Chile 6.39 4.15 8.00 6.67 7.40 6.75 6.43

41 Mexico 5.53 3.10 6.97 5.53 6.35 6.55 5.68

42 Brasil 5.27 3.60 6.66 5.73 6.10 5.70 4.93

46 Argentina 5.04 3.85 5.48 5.73 6.05 5.20 4.83

50 Colombia 4.81 3.60 6.29 4.80 6.60 5.00 4.08

53 Peru 4.66 2.60 6.47 5.13 5.80 4.75 4.43

55 Venezuela 4.34 3.85 3.95 5.13 4.70 4.60 4.20

60 Ecuador 3.90 2.95 4.63 4.53 4.75 3.80 3.58

Table 2 Digital Economy Rankings 2010

The comparison for Colombia vis-à-vis other countries is shown in Table 2.

Another reference index is the Networked Readiness Index (NRI), which attempts to measure the capacity of a country to benefit from ICT, considering three stakeholders: citi-zens, companies and organizations.

This index comprises three components:

• Environment: assesses the market en-vironment, infrastructure in ICT, and the country’s political and regulatory environ-ment.

• Degree of preparedness: this component measures if the actors can make good use

of ICT, taking into account: for individuals, skills in ICT; for companies, access capaci-ties; and for organizations, the use of ICT in their processes and services.

• Use: attempts to measure the use of ICT by the three actors.

According to the results for the year 2010, Colombia is ranked 58 among 138 countries assessed, climbing up 2 positions with respect to 2009. Under this measurement, and conside-ring Latin American countries included in the ranking, Colombia ranks higher than Mexico, Peru, Argentina and Paraguay, as is shown in Table 3. Of the three components that comprise this index, for the case of Colombia the environ-ment is the one that has the lowest ranking, particularly in matters of ICT infrastructure.

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With these two reference points in mind, as well as the work that is being carried out with the Plan Vive Digital, the progress of Colom-bia in international ICT indicators is strongly linked to the development of the infrastructure that supports the applications and services that are to be used by the end users.

Table 3 Networked Readiness Index 2010

Position Country Score 1 Sweden 5,60

2 Singapur 5,59

3 Finland 5,43

4 Switzerland 5,33

5 United States 5,33

6 Taiwan,China 5,30

7 Denmark 5,29

8 Canada 5,21

9 Norway 5,21

10 Korea 5,19

37 Spain 4,33

39 Chile 4,28

43 Puerto Rico 4,10

45 Uruguay 4,06

46 Costa Rica 4,05

56 Brazil 3,90

58 Colombia 3,89

60 Panama 3,89

78 Mexico 3,69

79 Dominican Republic 3,62

89 Peru 3,54

92 El Salvador 3,52

94 Guatemala 3,51

96 Argentina 3,47

108 Ecuador 3,26

119 Venezuela 3,16

127 Paraguay 3,00

128 Nicaragua 2,99

135 Bolivia 2,89

Regarding electronic government, the in-dex supplied by the United Nations Organiza-tion, known as e-government readiness, is one of the most important ones when attempting to measure the specific use that governments make of the ICT. This index comprises three sub-indices, namely: on-line services, infra-structure in telecommunications, and the hu-man capital indicator.

In the 2010 survey, a notable difference is visible for the various regions in the world. Europe is the region with the highest index (0.6227), followed by America (0.4424) and Asia (0.4424). Moreover, the region with the lowest index is Africa, with 0.2733, showing a large gap with respect to the leading region, Europe.

This year, Korea ranked in the first place in the e-government index, with 0.8785, followed by the United States (0.8510) and Canada (0.8448). In this measurement, Colombia ranks in the number 1 position among 33 countries in Latin America and the Caribbean. In the e-participation and e-government sub-indices, Colombia is in position 31 on a worldwide scale, with an index of 0.613. The position of Colombia with respect to the various sub-indi-ces, as well as with respect to the other coun-tries, can be seen in Figure 2 and Figure 3.

These indicators show that the work that has been carried out with the OnLine Govern-ment program has achieved international rec-ognition and visibility for the actions that are performed to promote electronic government in the country.

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Figure 2 Progress of Colombia in the e-participation and e-government indices and the e-services sub-index - 2010

Figure 3 e-government sub-indices - 2010

1 1 1

20 20 20

40 40 40

60 60 60

80 80 80

100 100 100

120 120 120

140 140 140

160 160 160

180 180 180

2011No. 26

in the worldNo. 1 LA

2011No. 31


2011No. 9


2003No. 56 in the world

No. 12 LA


No. 7 LA


No. 10 LA

E-GovernmentIndex

No. 1 on the regionNo. 1 on the regionin e-government

No. 9 in the worldGovernment services online

Colombia 31(0.613)

Korea 1(0.879)

World Latam

United Nations Global Report

Infrastructure sub index

Human Resources sub index

E- Services sub index

Colombia75(0.242)

Colombia86(0.881)

Colombia9(0.711)

Korea1(1.000)

Cuba1(0.993)

Switzerland1(0.768)

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1.2THE ONLINE GOVERNMENT STRATEGY

The OnLine Government Strat-egy is mandatory for public organizations, in accordance with article 2 of Law 962 is-

sued in 2005 and article 39 of Law 489 issued in 1998. The Connectivity Agenda Program - OnLine Government Strategy,

responsible for its coordination, estab-lished the guidelines to facilitate the im-plementation of the strategy by public organizations through Decree 1151 issued in 2008, and in the Manual for the Imple-mentation of OnLine Government, which was updated in 20112.

2 For more information, the document can be accessed at http://programa.gobiernoenlinea.gov.co/apc-aa-files/Presentaciones/Manual_GEL_V3_0__VF.pdf

Figure 4 Phases of the OnLine Government Strategy

Transformation phaseServices organized from the needs

Transaction phaseObtaining online products and services

Information phasePublishing online information

Decree 1151, 2008

Democracy phaseCollective construction of policies and decision making

Interaction phaseTwo-way communication, and database queries

Phases of the Strategy

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The stages and terms established in Decree 1151 issued in 2008 have been the guidelines for Colombian public organizations to advance in the implementation of the OnLine Govern-ment Strategy can be seen as a gradual and evolutionary process, but not necessarily a se-quential series of stages leading, which intends to facilitate the relationship of the citizens with the State.

Pursuant to Decree 1151, the phases for the strategy are the following:

• On-line information phase: The initial phase in which organizations enable their own Websites in order to provide online in-formation with basic search applications.

• On-line interaction phase: In this phase, two-way communication is enabled be-

tween the organizations, citizens and com-panies, with online queries and interaction with officials.

• On-line transaction phase: In this phase, electronic transactions are provided in or-der to obtain products and services.

• On-line transformation phase: In this phase, organizations modify their operation in order to organize the services around the needs of the citizens and the companies, with single virtual windows and use of the use of Government Intranet.

• On-line democracy phase: In this phase, in-centives are provided for citizens to actively participate in the State’s decision-making processes and in the construction of public policies, making good use of the Information and Communications Technologies.

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THE MONITORING AND EVALUATION MODEL

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In 2008, the Connectivity Agen-da Program – OnLine Govern-ment Strategy, designed and began a monitoring and evalua-

tion system for OnLine Government, in order to permanently receive updated and accu-rate information on progress in this area in Colombia.

The monitoring and evaluation system measures the results obtained and the per-ception of satisfaction with respect to OnLine Government, among the three stakeholders considered: citizens, companies and organiza-tions. For this, the monitoring and evaluation model developed seeks to analyze the elements the stakeholders have, as well as the processes they perform in order to interact through On-Line Government. The model then assesses both the results derived from this interaction and the impact generated in three strategic ar-eas: to foster country governance, strengthen citizenship, and enhance the country competi-tiveness3.

In order to perform the measurement, the following elements are established for each stakeholder: aspects to be measured, attri-butes, indicators and variables for each indica-tor. These elements are described below:

• Components: measuring units used to as-sess OnLine Government. The components are: Inputs, Processes, Results and Impact.

• Aspects to be measured and assessed: elements to be observed, measured and assessed for each component and which may vary according to the stakeholder. An aspect can be observed, measured and as-sessed through one or several attributes.

• Attributes: elements that determine the main features needed to comply with each of the aspects to be measured and assessed; therefore, they are always adjectives. An at-tribute can be observed, measured and as-sessed by means of one or more indicators.

• Indicators: elements that reflect the importance of the attributes, their evo-

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3 The details on the monitoring and evaluation model are available at:

http://programa.gobiernoenlinea.gov.co/sitio.shtml?apc=a-d1--&x=2344

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lution over time, and certain charac-teristics. An indicator is constructed by applying a formula based on one or more variables, and the result is a num-ber between 0 and 100, and a factor may be used in order to weigh certain elements.

• Variables: Elements for which direct infor-mation from the stakeholders is recorded. The variable is the basic unit to make up

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the indicators. Variables used come from prima-ry sources, as well as perception variables, which allow to know the opinions of stakeholders.

This is how stakeholders, components, aspects, attributes, indicators and variables represent the elements of the monitoring and evaluation model. Figure 5 illustrates the way in which the aforementioned elements are ar-ticulated.

Figure 5 Articulation of the elements in the monitoring and evaluation model

Actors Components Attributes Indicators Variables

IndicatorAccessInfrastructure

Inputs

Processes

Results

Impact

Connetivity

Preparation

Affordable

Variable

Measurableaspects

Components

PrivateEntreprisePublic

Agencies


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The application of the monitoring and evaluation model consists of four consecutive stages that are executed during a period and are repeated in a successive manner:

• Stage 1: Plan, observe and measure

• Stage 2: Analyze, evaluate, discuss and con-clude

• Stage 3: Feedback, learn and engage

2.1 APPLICATION OF THE MONITORING MODEL AND CONSIDERATIONS REGARDING THE DATA

• Stage 4: Disseminate

This document is part of Stage 4 in the dis-semination for public knowledge of data ob-tained in the measurements.

In the case of citizens and companies, the collection of the information was performed by means of surveys of a population sample, according to the geographic distribution of the population in the national territory, and the categorization of the municipalities

Figure 6 Application cycle for the monitoring and evaluation system

Disclose

Planning

Observing

Measuring

Analyzing

Evaluating

Discussing

Concluding

Give feedback

Learn

Commit

STAGE 1

STAGE 4

STAGE 3

STAGE 2

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established in Law 617 issued in 20004. As in 2008 and 2009, all of the municipalities in the special category and in the first through fifth categories were included, since they represent the capital cities of the departments and the cities with the greatest number of inhabitants, while a representative sample for the sixth cat-egory was obtained.

For the case of organizations, the methodol-ogy was modified. In 2010, only the websites of all organizations of the national order, may-orships and governorships were assessed. On account of this, the section on organizations only exhibits the component for Results in the monitoring and evaluation methodology de-scribed above, as well as the comparison with prior years.

The sections for stakeholders present de-tails of universes, samples and distribution.

On the other hand, it is necessary to under-stand that the indices shown represent the rat-ings given by the citizens and the companies

regarding interaction with OnLine Govern-ment. This value is in a range of 0 to 100 and is calculated based on the responses obtained in the surveys made, considering a mathematical formula that takes into account the percentage of responses obtained for the elements that make up the evaluation structure determined. In the case of the stakeholder index, it was es-tablished methodologically that it corresponds to the value obtained in the component for Re-sults.

In order to group the values for these in-dices and to identify easily progress, a scale has been defined for citizens and companies, where a rating from 0 to 33 is low, between 33 and 66 is medium, and higher than 66 is high.

For organizations, the index represents the degree of progress in the implementation of the OnLine Government phases, and the scale has been defined as follows: from 0 to 50 is low; from 51 to 80, medium, and from 81 up to 100, high.

4 The districts and municipalities are classified according to population and regular income distribution: special category (population greater than or equal to 500,001 and over 400,000 S.M.L.V. – minimum legal salaries – in regular income distribution); first category (population between 100,001 and 500,000 and income in S.M.L.V. greater than 100,000 and up to 400,000); second category (population between 50,001 and 100,000 and income in S.M.L.V. greater than 50,000 and up to 100,000); third category (population between 30,001 and 50,000 and income in S.M.L.V. greater than 30,000 and up to 50,000); fourth category (population between 20,001 and 30,000 and income in S.M.L.V. greater than 25,000 and up to 30,000); fifth category (population between 10,001 and 20,000 and income in S.M.L.V. greater than 15,000 and up to 25,000), and sixth category (population equal to or less than 10,000 and income in S.M.L.V. up to 15,000)

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1

3.ANALYSIS OF THE ONLINE GOVERNMENT ASSESSMENT

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3.1.1. Universe and sample

For the case of citizens, in 2010, the universe comprises 23,371,541 persons that are 16 or older, residents in the administrative centers of the municipalities, in accordance with population projections for the

years 2008 and 2009 based on the Population and Housing Census for the year 2005 (www.dane.gov.co - Sección REDATAM).

All of the municipalities that were in the special category and in the first through fifth categories were included (forced inclusion), given that the number of municipalities for these categories is low and that they repre-sent the most important municipalities in the country (capitals of departments and largest number of inhabitants). With respect to the sixth category, a sample was selected trying to make it representative for all of departments (with the exception of San Andrés y Providen-cia, which has no municipalities in the sixth category).

As was the case in the measurements for 2008 and 2009, the variables that determined the design for the sample included the catego-rization of the municipalities, social and eco-nomic level5, gender and age brackets for the

5 The social and economic division was made by grouping the 6 strata into three levels, as follows: low level (strata 1 and 2), medium level (strata3 and 4) and high level (strata 5 and 6).

1

N° of Municipalities Sample considered in 2010 sample 2010

Special 6 1.081

First 16 486

Second 15 385

Third 17 385

Fourth 26 385

Fifth 24 385

Sixth 58 558

Total 162 3.665

Category

CITIZENS3.1

Table 4 Sample for the municipalities considered in the 2010 measurement

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2009 index, but also an improvement in the perception by users of the results they obtain from their interaction with the State by means of electronic channels. This result is also sup-ported by the fact that all components showed an increase with respect to previous years, par-ticularly the 24 point increase and the 20 point increase in the Processes and Impact compo-nents, respectively (Table 8).

Level Sample 2010

Low (1, 2) 2.283

Medium (3, 4) 1.207

High (5, 6) 175

Total 3.665

Age Sample 2010

16 - 18 307

19 - 24 571

25 - 39 1.136

40 - 55 965

56 - 70 686

Total 3.665

Socioeconomic Level

Age Range

Gender Sample 2010

Male 1.781

Female 1.884

Total 3.665

Gender

Table 5 Distribution of the sample of citizens by social and economic level

Table 6 Distribution of the sample of citizens by gender

Table 7 Distribution of the sample of citizens by age bracket

Component 2008 2009 2010

Supplies 67 76 77

Processes 47 49 73

Results 29 33 46Impact 45 46 66

2008 2009 2010

Actor Index 29 33 46

citizens. The distribution of surveys for each characteristic that was established is present-ed in Table 5, Table 6 and Table 7.

3.1.2. Analysis of the data obtained for 2010

In 2010, the OnLine Government index for citizens was 46. This data point not only rep-resents a significant 13 point increase from the

In order to better understand the factors that influenced these increases, a detailed anal-ysis of each component is presented next.

3.1.2.1. Input Component

The Input component seeks to know if citi-zens have the infrastructure, economic capacity and preparation to access and use the channels available to interact with OnLine Government, and also evaluate what are the barriers and in-centives that either prevent or facilitate access and use. Table 9 presents the results obtained for 2008, 2009 and 2010.

Among all of the components, Inputs in 2010 was the one that presented the lowest in-crease with respect to 2009, going from 76 to 77. Despite this fact, it is the only one that, dur-ing the three years in which the evaluation has

Table 8 Index by actor and for each component for the citizens


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1

Table 9 Total Input component, total country for citizens

Attribute 2008 2009 2010

Accesible 35 35 44

Effective 98 100 100

Safe 46 91 90

Available 39 100 71

Sensitized 71 73 100

No barriers for the uuse of Online 69 61 52 Government

With incentives for the use of Online 95 86 89 Government

Indicator

Accessibility

Availability of the channel

Use of the channel

Infrastructure safety

Economic capacity

GEL Existence

No access

No knowledge of GEL existence

No knowledge about GEL

No economic capacity

GEL Insecurity

No interest

No relation to the financial system

Other barriers

Better access

Better dissemination

Training on GEL use

Economic access

Less expensive proceedings and services

Confidence in security

Other Incentives

Aspect to measure 2008 2009 2010

Infrastructure 61 68 74

Economic capacity 39 100 71

Preparedness 71 73 100

Barriers 69 61 52

Incentives 94 86 89

2008 2009 2010

35 35 44

98 100 100

98 100 100

46 91 90

39 100 71

71 73 100

100 56 49

73 63 43

72 62 58

61 55 50

67 67 70

61 62 50

ND 62 43

97 100 100

100 81 75

95 89 90

93 85 92

96 90 93

96 90 93

95 85 92

96 100 100

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been performed, has steadily maintained itself in the high classification range.

Analyzing each aspect measured, the 4 point increase in the Infrastructure aspect stands out, caused mainly by the increase in the Accessible attribute, which went from a 35 rating in 2009 to 44 in 2010. This attribute is associated with channels such as a fixed tele-phone land line, mobile phone and computer with Internet access. In accordance with the data found, 94% of the persons surveyed have access to a mobile phone6, and 55% to a desk-top computer with Internet access. Moreover, it was found that not all of the population has access to all of the channels, reason for which, despite the high penetration in a service such as mobile telephony, the indicator reaches 44 points. On the issue of Channel availability, more than 90% of the people surveyed stated that they always have access to the commu-nication channel available to them whenever they need it. Similarly, over 95% stated that whenever they need to use any of the channels, the channel works always or almost always.

On the other hand, a significant reduction of 29 points is found in the Economic Capacity as-pect. In this aspect, citizens are is asked wheth-er their economic capacity allows them to pay for the use of each of the channels. Although in 2009, this aspect showed that all of the citizens were in a position to pay for at least one of the available channels, in 2010, it was considered that the calculation should be adjusted to con-sider whether or not the person is in a position to pay for the use of all of the channels that the user can access. On account of this change, the rating went down from 100 to 71, demonstrat-ing that, albeit the citizen may have the capac-ity to pay for at least one of the channels, it is not necessarily possible for him or her to pay to gain access to all of them. Specifically, this was found for the case of automatic teller ma-chines and for access to the Internet, where 64% and 50% of the citizens surveyed, respec-tively, stated that they were not in a position to pay for access.

The Preparation aspect, which between 2008 and 2009 had not shown a significant

Figure 7 Knowledge and use of OnLine Government

90%

66%

22%

39%

30%

0% 10% 20% 30% 20% 50% 60% 70% 80% 90% 100%

Do you know that by using electronic means you can interact with public organizations to obtain information

carry out proceedings, obtain services, file requests,complaints or claims and participate

in decisions making?

* In 2008 this question was not performed

Have you interacted during the last year with public organizations through Internet, fixed telephone line,

mobile phone, special service lines or ATM? *

201020092008

6 Which is consistent with the penetration of mobile phone in 2010 in Colombia.


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Internet Fixed Mobile Specialized ATMs Telephone lines

87% 81% 73% 78% -

83% 78% 70% 74% -

71% 76% 66% 70% -

68% 76% 66% 68% -

76% 64% 59% 58% 57%

51% 44% 42% 45% -

Internet Fixed Mobile Specialized ATMs Telephone phone lines

55% 59% 47% 57% -

47% 63% 49% 56%

48% 55% 43% 49% 28%

39% 36% 31% 33% 33%

26% 25% 22% 25%

25% 23% 21% 13%

2

variation, had a 27 point increase in 2010 with respect to 2009, reaching the maximum rating of 100. In this aspect, in which the evaluation is made of whether or not the citizens know of the existence of OnLine Government, how to use it, and its benefits, it was found that 90% of the citizens knew that, making use of the electron-ic media, he or she could relate with the public organizations in order to obtain information, perform procedures, obtain services, submit

petitions, claims or complaints, and participate in decision-making (Figure 7). Moreover, it was noted that, regardless of the channel, the activ-ity that citizens perform the most is to search for information about organizations, as can be observed in Table 10.

Regarding the activities that users carry out the most in each channel, it was identified that these are related to the search for informa-

Table 10 Activities that citizens affirm can be carried out to interact with the State - 2010

Table 11 Activities that citizens know how to carry out to interact with the State - 2010

a) Obtain data from public organizations.

b) Obtain information om ther proceedings and/or services offered by public entities

c) Contact an offcial from a public organization to ask for information on the organization's proceedings, services or procedures or to clarify doubts.

d) Contact an official of a public organization to file complaints or claims.

e) Carry out proceedings, payments or access services directly without having to go to the public organization offices.

f) Participate in decisions made by the organization regarding present and future standards, plans, programs, projects or development initiatives

a) Lookforinformationofpublicentitiesthrough…

b) Make requests, complaints or claims before publicorganizationsthrough…

c) Carryoutproceedingsorobtainservicesbeforepublicorganizationsthrough…

d) Pay for proceedings and/or services, for exampletax obligations, health and pension, fines, etc.through…

e) Permanently follow and check (control/supervision)managementofpublicorganizationsthrough…

f) Toparticipateinthedefinitionofstandardsinitiatives,plans, programs, projects of public organizationsthrough…

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tion and the filing of requests and procedures (Table 11). When comparing the data with that for the years 2008 and 2009, it is possible to identify that, albeit the citizens know that it is possible to perform a large variety of activities through electronic media, there is still a lack of knowledge regarding how they can use them.

On the other hand, the aspect of Barriers has exhibited a progressive drop since 2008. This drop in the barriers has occurred mainly because, according to the views expressed by citizens, access, knowledge and economic bar-riers are nowadays less limiting factors for the use of OnLine Government. This reduction proves that the efforts by organizations and by government in promoting the use of technol-ogy for the interaction between the citizen and the State are already being assimilated and ac-cepted by the end user, which is reflected in the data presented regarding the knowledge and the use of OnLine Government over the last 3 years. However, there is still a barrier for the end user that is associated with lack of secu-rity: for the citizen, the use of electronic means to perform all of the procedures is not safe enough.

Another important aspect is that access is no longer the main incentive for the use of On-Line Government, given that the users have a variety of alternatives and electronic channels to interact with organizations. Nevertheless, despite the specific reduction in the access indicator, it remains a significant element for the development of the OnLine Government Strategy in the country, together with the other incentives that are considered (training, access and economic procedures, and security), it is necessary therefore to continue working on improving present conditions of access.

After analyzing the data obtained for each feature considered about citizens, the fourth, fifth and sixth municipality categories are the ones farthest behind regarding access to in-frastructure. Considering that these are small municipalities, it is expected that with the implementation of the Plan Vive Digital, con-ditions of infrastructure and access to these regions shall improve, thus helping the OnLine Government Strategy among citizens in remote areas. On the other hand, it is also possible to identify that the barriers in these municipali-ties are greater than those that are found in the

2008 2009 2010 2008 2009 2010 2008 2009 2010 2008 2009 2010 2008 2009 2010 2008 2009 2010 2008 2009 2010

43 49 58 40 37 46 33 43 36 39 28 36 23 18 30 29 27 34 20 20 24

99 100 100 99 100 100 99 100 100 99 100 100 95 100 100 97 100 100 96 100 100

45 87 84 47 88 91 55 92 91 50 92 88 47 94 95 43 93 93 46 94 97

52 100 74 32 100 75 40 100 62 35 100 63 28 100 68 25 100 64 25 100 68

83 80 100 68 67 100 66 80 100 68 72 100 62 73 100 52 71 100 59 66 100

61 58 49 73 64 49 72 60 51 71 65 53 70 67 53 77 60 57 77 61 58

94 84 88 97 85 88 96 90 88 97 92 89 95 90 90 95 85 89 93 87 92

Attribute

Accesible

Effective

Safe

Available

Sensitized

No barriers for the use of OnlineGovernment

With incentives for the use of Online

Government

Aspect to measure

Infrastructure

Economic capacity

Preparedness

Barriers

Incentives

Table 12 Income component for citizens by category of municipality

Special First Second Third Fourth Fifth Sixth


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2

special, first and second categories, for which it is necessary to focus on activities geared to-wards these population groups.

On the other hand, in matters of accessibil-ity it is seen that the low socioeconomic level, represented by strata 1 and 2, show a consid-erable difference compared to the higher level, represented by strata 5 and 67. This difference shows the gap that exists between the social and economic strata, and bearing in mind that 66%8 of households in Colombia are in the low-est strata, it is necessary, in the first place, to ensure access in order for the OnLine Govern-ment Strategy to advance within this popula-tion group.

Analyzing the Secure attribute, it is pos-sible to identify that the higher the socioeco-nomic level, the degree of insecurity perceived on account of the use of electronic channels increases. This could suggest that the the

greater purchasing power users may have (as can also be observed with the aspect to mea-sure Economic Capacity) allows them to have more access to devices and information, and become more aware of the risks in the use of these channels, augmenting their distrust with respect to their security. This situation demon-strates that the degree of information present in each social and economic level can be differ-ent, reason for which it is necessary to gener-ate more information regarding the risks in the use of electronic means, but at the same time assure that the provision of online services of-fered by the State is safe and secure for use by citizens.

With these elements in mind, it is observed that that there are more barriers in the lower socioeconomic levels for the use of OnLine Gov-ernment than for the higher strata, as shown in Table 13 and Table 14.

7 The accessibility sub-index for the low level is 33, while the one for the high level is 83.

8 Plan Vive Digital

Aspect to measure

Infrastructure

Economic capacity

Preparedness

Barriers

Incentives

Attribute

Accesible

Effective

Safe

Available

Sensitized

No barriers for the use of Online Government


Government

Low Medium High

2008 2009 2010 2008 2009 2010 2008 2009 2010

24 24 33 47 44 56 78 71 83

97 100 100 99 100 100 98 100 100

46 96 94 47 88 87 47 76 72

27 100 68 53 100 73 83 100 80

65 67 100 77 80 100 88 77 100

75 64 57 63 60 46 43 46 29

96 87 92 96 87 85 88 76 84

Table 13 Input component for citizens by socioeconomic level

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Despite the fact that no significant differ-ences can be found in the sub-indices, when the data is organized by Gender, it can be seen that women identify more barriers than men in accessing OnLine Government, particularly in matters of payment when using each channel. This situation is more visible in the aspect that measures Economic capacity, where, up until

2010, there is a 7 point difference between the female and male indices (Table 15).

Lastly, when analyzing the Input component by age brackets, on finds that as age increases, the more barriers exist, particularly in matters of access and economic capacity. This is visible, for instance, in the Accessible attribute, where

Table 14 Aspect to measure Barriers for citizens by socioeconomic level

Aspect to measure

Barriers

Attribute

Barriers for the use of Online Government

Indicator

No access

No knowledge of GEL existence

No knowledge about GEL


GEL Insecurity

No interest

No relation to the financial system

Low Medium High

2008 2009 2010 2008 2009 2010 2008 2009 2010

100 61 60 100 53 35 100 34 19

79 66 45 67 63 42 40 46 29

78 65 64 66 61 52 41 49 31

74 59 62 46 53 36 22 36 11

70 68 71 64 68 71 55 60 63

62 64 53 62 62 47 50 55 28

ND 65 48 ND 61 38 ND 46 19

Aspect to measure

Infrastructure

Economic capacity

Preparation

Barriers

Incentives

Atribute

Accesible

Effective

Safe

Available

Sensitized

No barriers for the use of Online Government

With incentives for the use of Online Government

Male Female

2008 2009 2010 2008 2009 2010

36 36 46 34 33 42

98 100 100 98 100 100

47 91 89 46 91 90

43 100 74 35 100 67

73 74 100 69 71 100

67 61 49 71 61 55

94 86 89 95 86 89

Table 15 Input component for citizens, by gender


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a percentage of close to 72% of the citizens be-tween the ages of 16 and 24 years of age stated that they have access to a desktop computer with Internet, and 55% state that they can pay for using this channel to relate to public orga-nization, as opposed to what one can observe in citizens over 56 years of age, where the per-centage who have access to a computer with the Internet is only 28%, and only 27% claim that they can pay for the use of this channel. These results show that in terms of use of tech-nology, there is a generational gap in which young persons, who have grown up along with the develop of the Internet and, in general are familiar with new technologies in recent years, have been able to more easily incorporate ICTs in their day to day activities, such as commu-nications, entertainment, study and work, and are already part of their everyday activity.

However, older generations developed a lifestyle in which many of their activities did not necessarily depend on technological tools, nor did their interaction with State organiza-tions. So they now face having to respond to these new changes, which has implied, not only a learning process, but also a cultural change. This difference in the environment in which

the different generations have developed, makes the processes of appropriation of the ICT, and, consequently, their benefits, substan-tially different.

These types of results explain the drop in these indices as age increases (Table 16).

3.1.2.2. Processes component

The Processes component seeks to evaluate the levels of acceptance and appropriation, as well as the forms of participation by citizens in OnLine Government. This component was the one that exhibited the greatest growth, go-ing up from 49 points in 2009 to 73 in 2010, thanks to the growing acceptance and approval of OnLine Government by citizens as a mecha-nism to relate with the State.

Analyzing each aspect measured, Accep-tance showed a 17 point increase in compari-son with 2009, reaching 78 points in 2010. This increase is associated with the fact that 52% of the citizens in the survey stated that they are in agreement or in total agreement that the infor-mation available through electronic channels is the same information that would be avail-

2008 2009 2010 2008 2009 2010 2008 2009 2010 2008 2009 2010 2008 2009 2010

40 42 54 40 43 53 41 38 45 33 30 42 18 21 26

99 100 100 98 100 100 98 100 100 98 100 100 98 100 100

46 92 88 48 86 87 43 90 92 47 92 88 51 94 94

41 100 70 41 100 77 43 100 73 36 100 69 31 100 61

73 80 100 79 82 100 76 77 100 70 67 100 51 57 100

67 62 44 63 60 45 66 62 50 74 62 55 76 59 64

94 86 90 96 87 93 97 86 90 96 86 89 92 86 81

Atribute

Accesible

Effective

Safe

Available

Sensitized

No barriers for the use of Online

Government


Government

Aspect to measure

Infrastructure

Economic capacity

Preparation

Barriers

Incentives

16-18 year 19-24 year 25-39 year 40-55 year More than 56 year

Table 16 Input component for citizens, by age brackets

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able directly at the offices of an organization, and 51% state that, with electronic means, it is possible to participate in the definition of stan-dards, plans, programs, projects or initiatives by public organizations. Despite these good results in positioning the strategy, at present, only 31% considers that it is not necessary to have a stamp or a signature as support for the validity of a request, complaint, procedure or payment. This demonstrates that, despite the fact that there is a certain degree of positioning of OnLine Government, in the minds of the citi-zens there is the requirement of physical proof of the interaction in the activities carried out with the State beyond electronic certifications or validity.

In the aspect of Appropriation, it is inter-esting the fact that 52% of citizens stated that they seek information by electronic means from public organizations as a first option in order to perform a procedure or obtain a ser-vice; however, only 13% state that they partici-

pate in the definition of the standards, plans, programs, projects or initiatives that the public organizations have.

On the other hand, the measurement of the Participation9 aspect shows an increase in the queries made by citizens regarding the work (what the public organization does) by means of the various electronic channels, going up from 21% in 2009 to 45% in 2010. Moreover, 49% of them stated that they have used elec-tronic means to submit requests, claims or complaints before a public organization, as opposed to 22% in 2009, and 74% affirm that the electronic channels help citizens to get organized into groups in order to relate with the public organizations on issues that affect them collectively, a percentage that was 44% in 2009. These results are the ones that help to determine that electronic channels are increas-ingly being accepted and used by the citizens as a way to interact in a participatory manner with State organizations.

Table 17 Processes component, total country for citizens

9 Measures if the citizens interact through OnLine Government to demand to the State its duties, as well as to control management at public organizations, participate in the decision-making process, and the creation of associations or social networks.

Attribute 2008 2009 2010

Level of acceptance / 59 61 78 Will

Culture oriented to the use of Online 43 57 61 Government

Level of 24 34 68 participation

Asociativeness 66 53 78


Acceptance 59 61 78

Appropriation 43 57 61

Participation 40 41 74

Indicator 2008 2009 2010

Equality in 59 61 78 service

Preference GEL 43 57 61

Rights 24 34 68 demanding

Ease of 66 53 78 association


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Analyzing the results by category of munic-ipality, it is possible to identify that, although progress has been achieved in each of the as-pects and attributes that were measured in all of the categories, those corresponding to the fourth, fifth and sixth are the ones that show the greatest advances, particularly in issues of participation, which demonstrates that broad-er citizen inclusion is being achieved through electronic means in small cities and municipal-ities, thus closing communication gaps caused by distance and location in the national terri-tory.

Taking into account the socioeconomic lev-el (Table 19), one can observe that the lower levels are also the ones that have exhibited the greatest growth in acceptance and participa-tion indices. This demonstrates that, despite the barriers identified in the Input compo-nent for the low levels in terms of access, it is

a population group that is embracing technol-ogy to interact with the State, and, considering that the gross part of the entire population is situiated in this socioeconomic level, progress is also achieved through the Strategy with re-spect to common citizens.

Similarly, when reviewing the data ob-tained by age brackets, it is possible to identify that the young people between the ages of 16 and 24 years are those who approve and accept OnLine Government the most as a mechanism to relate with the State, when compared with the citizens over 56 years of age. However, in terms of participation, there is no marked dif-ference between the various age groups, which demonstrates that, despite the fact that young-er people more widely embrace OnLine Gov-ernment, Colombians use electronic means to participate and interact with the State regard-less of age.

Table 19 Processes component for citizens by social and economic level

Aspect to measure

Acceptance

Appropriation

Participation

Attribute

Level of acceptance / Wil

Culture oriented to the use of Online

Government

Level of participation

Asociativeness

Low Medium High

2008 2009 2010 2008 2009 2010 2008 2009 2010

56 58 78 63 65 77 73 69 89

37 55 58 49 59 62 45 63 73

21 29 69 28 39 67 31 42 68

65 50 79 67 56 75 69 54 79

2008 2009 2010 2008 2009 2010 2008 2009 2010 2008 2009 2010 2008 2009 2010 2008 2009 2010 2008 2009 2010

64 65 78 56 63 80 63 55 76 61 67 79 53 57 78 51 68 74 55 57 79

47 58 62 45 59 67 32 62 55 37 59 61 34 48 58 35 56 51 35 54 57

30 44 66 25 26 70 22 45 67 18 27 72 23 35 74 14 25 62 17 26 69

66 59 76 68 47 81 67 59 75 70 44 81 74 51 80 47 51 80 63 50 77

Attribute

Level of acceptance / Will

Culture oriented to the use of Online Government


Asociativeness

Aspect to measure

Acceptance

Appropriation

Participation

Table 18 Processes component for citizens by category of municipality Especial First Second Third Fourth Fifth Sixth

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3.1.2.3. Results component

The Results component assesses effective-ness and efficiency in the results of OnLine Government, paying attention to the interests of the citizens. Moreover, it evaluates the per-ceptions regarding the unified vision of the State that is gained through OnLine Govern-ment, credibility and confidence in the State, guidance provided to the user, integrity and transparency in government management, protection of individual’s information, and per-ception of security with OnLine Government.

This component showed an increase, from a rating of 33 in 2009 to a rating of 46 in 2010, an increase that is supported by the growth in all of the measured aspects assessed. Table 21 presents the comparative data for this compo-nent between 2008 and 2010.

The OnLine Government Efficacy aspect was measured showing the greatest increase, going from a medium rating of 37 points in 2009 to a high rating of 84 points in 2010. This increase was supported by the increase exhibited in the Effectiveness aspect, which assesses if the citizens satisfy their needs when they interact with OnLine Government. On this issue, it is noteworthy that the Internet has positioned itself as the main channel to seek information

Table 20 Processes component for citizens by age brackets

2008 2009 2010 2008 2009 2010 2008 2009 2010 2008 2009 2010 2008 2009 2010

61 66 87 65 66 82 64 64 80 59 56 75 43 56 68

44 54 57 45 65 64 45 60 62 41 47 59 34 62 53

23 38 63 28 37 70 30 39 67 22 30 70 12 22 64

66 54 78 65 57 77 70 54 77 67 51 80 56 46 73

Attribute

Level of acceptance / Will

Culture oriented to the use of Online

Government


Asociativeness

Aspect to measure

Acceptance

Appropriation

Participation

16-18 year 19-24 year 25-39 year 40-55 year More than de 56 year

about organizations considering that in 2009, 29% of the citizens interviewed stated having sought information through this channel, while 82% did so in 2010. Moreover, 96% of the per-sons surveyed that sought information on the Internet stated that they found the information they were looking for. The detail for each com-munication channel can be found in Table 22.

Other relevant results that were found in this aspect are listed below:

• Regarding interaction issues, 49% of those interviewed stated that during the past year (2010) they had filed requests, claims or complaints before a public organization through an electronic channel, and 57% had always received, or almost always re-ceived a response to his or her request.

• Out of the 63% of citizens who carried out a procedure or requested a service from a public organization, 97% were able to do it by means of an electronic channel.

• Out of the 51% of people in the survey that have made payments by electronic means for procedures or services received from public organizations, 89% have always or almost always been successful.

• In 2010, 16% of the citizens made use of the Internet or of the fixed telephone land


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Attribute 2008 2009 2010

Effective 16 34 88

Efficient 68 67 69

Reliability 30 30 40

Transparency 9 10 10

Usability 77 91 92

Integrated 21 15 22

Inclusive 48 62 68

Handling of personal 61 49 56 data

Perception about personal data security 55 41 51

Perception about transaction security 29 29 26

Indicator

Effectiveness on the need for information

Effectiveness on the need for interaction

Effectiveness on the need for service

Effectiveness on need of payment

Effectiveness on need for participation

Time saving

Money saving

Increase in productivity

Other benefits

Estado más eficiente

More efficient State

Confidence in GEL information

Confidence in interaction

Confidence in GEL services

Confidence in participation

Monitor government

Attractive presentation

Easy interaction

Clear interaction

Updated Information

Useful information

Useful relation

Useful services

Participation useful

Working websites

Knowledge of the Colombian Government

website

Information exchange

Inclusive

Clear use of information

Limited use of information

Truthful information

Options available to update

Safe policy

Safe sites

Safe payments


Efficacy of Online 22 37 84 Government

Credibility and Confidence in 20 19 25 Online Government

Orientation to users 38 39 47

Protection of individual's 46 39 44 information

2008 2009 2010

63 27 95

10 42 57

28 100 100

33 25 45

4 77 78

87 85 91

75 75 81

61 73 79

36 28 8

68 83 88

42 36 48

32 31 43

36 31 45

23 24 33

19 25 31

9 10 10

80 82 86

100 99 100

63 98 99

82 98 99

82 97 99

80 98 100

81 97 100

56 98 98

43 50 51

16 7 11

80 80 83

48 62 68

69 61 67

81 80 87

51 41 54

63 58 57

55 41 51

30 26 26 27 32 27

Table 21 Results component, total country, for citizens

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line, mobile phone or special service lines in order to participate in the definition of standards, plans, programs, projects or ini-tiatives of public organizations, vis-à-vis 8% registered in 2009.

The detail of the evolution of the use of elec-tronic means in order to interact with the State between 2008 and 2010, is shown in Figure 8.

The data demonstrates that the increase in the use of electronic channels by citizens has been answered due to the satisfaction level of

their various needs, when they interact with organizations.

The Efficient attribute shows that the use of OnLine Government, in eyes of citizens, represents savings in time (91%) and money (81%), as well as an increase in productivity (78%), which also results in organizations be-ing considered to be more efficient (86%) on account of the use of electronic channels such as the Internet, fixed telephone land line, mo-bile phones, special service lines or automatic teller machines.

Figure 8 Use of OnLine Government 2008 - 2010

Table 22 Information search regarding public organizations by the various electronic means

Search for information about Search results found through Information needs met Channel governmental organization through this channel always or almost this channel during the last year always

Internet 82% 96% 75%

Fixed telephone 49% 92% 67%

Mobile Phone 23% 87% 65%

Specialized lines 34% 92% 38%

2010 2009 2008

0% 10% 20% 30% 40% 50% 60% 70%

During the last year, have you participated in the definition of standards, plans, programs, projects or

initiatives by public organizations through Internet, fixed telephone line, mobile phone, special service lines or ATM?

During the last year, have you made payments for proceedings or services at public organizations

through Internet, fixed telephone line, mobile phone, special service lines or ATM?

During the last year, have you carried out proceedings or requested services to public organizations?

During the last year, have you filed requests, complaints or claims before a public organization

through Internet, fixed telephone line, mobile phonespecial service lines or ATM

16%

51%

63%

49%

8%

32%

32%

22%

4%

41%

28%

17%

* General question


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In Credibility and confidence, where the as-sessment is made on whether or not the citi-zens trust OnLine Government, there is still distrust in matters related to making payments for procedures or services through electronic channels. The issue of payments in the 2010 assessment stands out since the distrust felt about making these payments by electron-ic means is associated with security issues. However, those people that already use these channels are satisfied and have been success-ful most of the time (as was seen above). Con-sequently, dissemination and strengthening online security could be the main incentive for users to carry out these types of transactions. Other elements that were assessed, such as the degree of confidence citizens in the survey have, are found in Table 23.

In the aspect of User Guidance, it is note-worthy that the citizens consider that the information and the various services that OnLine Government offers are organized and structurally arranged in such a way as to en-sure the best use. Moreover, 79% of the citi-

zens stated that they had to go through fewer steps to carry out a procedure or obtain a ser-vice with a public organization, as compared to 68% in 2009, which shows that there is progress in facilitating and simplifying the interaction of the users with organizations. Lastly, 64% of the people interviewed con-sider that user services provided by public or-ganizations through Internet, fixed telephone land line, mobile phones or special service lines are the same for all citizens, in compari-son with 52% in 2009 and 28% in 2008. This demonstrates that citizens feel that they are treated under equal conditions when they in-teract and participate with the State through electronic means, because they receive the same services and with the same quality, as is shown in Figure 9.

Finally, regarding Protection of individual information, specifically in the handling of per-sonal data, it is worth mentioning that 85% of citizens who were asked for personal informa-tion were previously informed about how this information will be used and 71% were asked

Table 23 Confidence in activities that are performed through the various electronic means in order to interact with organizations

Total trust / Neither trust Distrust/ Trust nor distrust total distrust

48% 25% 26%

43% 24% 33%

44% 23% 32%

32% 18% 50%

31% 29% 39%

Veracity in the information of public organizations

Make requests, complaints and claims to public organizations through these means and get an answer

Carry out proceedings or to ask for services to public organizations.

Make payments of proceedings or services to public organizations

Participate in the definition of standards, plans, programs, projects or initiatives of public organizations

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48

for permission to use this information, com-pared to 77% and 61% in 2009 respectively, which means transparency for the user over the use of the information requested. Similarly, 75% believe that personal information regis-tered in the organizations is valid, 75% think that is complete, 68% accurate and 70% up-to-date.

On security issues, again there is the pre-vious finding about distrust using electronic means to make payments and transactions, because the perception of insecurity that ex-ists with these media. The description of the results are presented in Figure 10.

The Results component analyzed by cat-egorizing municipalities’ shows a somewhat

Figure 9 Perception of security in the use of services, procedures and information available through various electronic means

94%

90%

92%

73%

85%

85%

82%

60%

86%

83%

72%

60%

87%

85%

80%

56%

0% 20% 40% 60% 80% 100%

Service line Mobile phone Fixed telephone Internet

How useful is to participate in decision making by public organizations through

different e-means?

How useful is carrying out proceedings or obtaining aservice from public organizations, through

different e-means?

How useful is to participate in decision making by public organizations through different e-means?

How useful is the information provided by public organizations through different e-means for the

search of information or to carry out proceedings or obtain services?

8%

8%

4%

3%

3%

50%

51%

33%

32%

24%

17%

16%

20%

19%

16%

23%

24%

38%

39%

44%

2%

1%

5%

6%

13%

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

Do not agree or disagree Disagree

Paying for proceedings or services via Internet, fixed telephone line, mobile phone, special service lines or ATM is safe.

Carring out proceedings or requesting services via Internet, fixed telephone line, mobile phone, special service lines or ATM is safe

Internet, fixed telephone line, mobile phone, special service lines or ATM are safe

Public organizations take appropriate measures so that your information is not accessed by unauthorized people

Public organizations take appropriate measures so that your information is not modified by unauthorized people

Fully agree agree Fully disagree

Figure 10 Perception of security services, procedures and information available in different electronic


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2

homogeneous progress in all towns regarding all attributes assessed (Table 24).

Considering the distribution by socioeco-nomic level, the Effective attribute shows that all levels had an increased rating associated, in particular the growth of 57 points in the low (levels 1 and 2). On the other hand, there are still some clear differences on issues of cred-ibility and confidence in OnLine Government , as the lower level who shows less confidence

and find less visibility of public affairs through OnLine Government. Something similar occurs in the Integrated attribute, where the rating for low level is 18 while for the high level is 42 and the attribute measured for Protection of individual information also shows differences between socioeconomic levels. Given these dif-ferences, it is necessary to focus the work that is being developed in low and middle levels to address the current gaps in issues of percep-tion and use of OnLine Government (Table25).

Table 24 Component results for citizens in a municipality

2008 2009 2010 2008 2009 2010 2008 2009 2010 2008 2009 2010 2008 2009 2010 2008 2009 2010 2008 2009 2010

21 41 88 17 32 87 14 37 87 14 29 85 13 27 91 11 36 88 11 27 90

68 66 70 68 63 66 61 69 65 68 67 71 72 69 70 77 69 72 69 70 73

32 30 40 27 28 42 33 32 35 32 29 38 27 28 41 30 31 36 28 29 40

13 10 12 9 6 10 5 16 6 10 10 11 11 9 9 6 12 11 6 11 7

73 91 91 83 90 93 72 92 91 83 88 92 86 93 94 77 94 92 82 93 95

28 17 28 21 12 21 18 16 17 17 15 23 16 13 17 12 15 22 14 14 16

58 66 69 48 64 71 45 60 61 37 52 65 36 60 72 28 64 74 36 58 67

61 51 55 63 44 57 60 47 53 59 51 59 54 51 60 57 47 59 61 49 55

58 41 48 43 36 54 55 42 55 57 43 58 56 43 53 58 45 47 56 40 48

25 31 27 23 29 25 31 24 23 34 25 23 38 30 31 38 32 29 34 27 27

Attribute

Effective

Efficient

Reliability

Transparency

Usability

Integrate

Inclusive

Personal data handling

Perception of personal data security

Perception of transactions security

Aspect to measure

Effectiveness of Online

Government

Credibility and confidence in Online

Government

Orientation to the user

Protection of individuals´ information

Special First Second Third Fourth Fifth Sixth

Table 25 Component results for citizens by socioeconomic level

2008 2009 2010 2008 2009 2010 2008 2009 2010

14 31 88 19 36 87 23 40 88

66 67 69 71 68 70 66 64 70

28 29 38 32 30 41 43 31 47

7 11 8 11 10 12 20 12 19

77 92 92 76 92 92 81 88 90

18 14 18 24 15 28 37 19 42

44 60 66 52 63 71 65 64 75

59 49 54 63 48 57 68 53 64

53 40 51 57 41 50 58 45 54

26 30 25 31 27 27 41 27 32

Attribute

Personal data handlingPerception of personal data

securityPerception of transactions

security

Transparency

Usability

Integrated

Inclusive


Perception of security of personal data

Perception of security of transactions

Aspect to measure


Government

Credibility and confidence in Online

Government


Protection of individuals information

Low Medium High Low Medium High

2008 2009 2010 2008 2009 2010 2008 2009 2010

18 35 85 27 40 83 30 42 81

18 19 23 22 19 27 32 21 33

34 38 43 42 40 51 53 41 61

44 38 43 48 38 44 53 41 50

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Table 26 Component results for citizens by age group

Aspect to measure


GovernmentCredibility and

confidence in Online

Government


Protection of individuals´ information

16-18 year 19-24 year 25-39 year 40-55 year More than 56 yearAttribute

Effective

Efficient

Reliability

Transparency

Usability

Integrated

Inclusive


Perception of personal data security

Perception of transactions security

2008 2009 2010 2008 2009 2010 2008 2009 2010 2008 2009 2010 2008 2009 2010

15 36 88 16 36 85 20 36 86 16 32 89 10 27 95

67 64 70 65 70 69 69 69 70 71 66 69 65 66 67

30 28 44 29 30 42 34 29 42 31 30 38 24 30 32

12 9 10 11 11 13 11 11 11 8 9 9 4 10 4

75 91 93 75 92 89 79 92 92 75 91 94 77 91 94

20 13 24 24 15 27 27 15 27 18 15 20 12 16 9

49 61 72 48 61 72 53 61 68 45 61 67 39 66 63

64 49 54 61 50 60 64 48 58 60 50 56 52 47 46

60 38 63 56 42 56 54 40 52 55 43 47 50 39 39

31 24 26 26 28 27 32 28 28 29 31 26 24 31 22

The analysis by age groups shows that there is better credibility about OnLine Government by people between the ages of 16 and 24 com-pared to people over 56 years, demonstrating again a gap in which young people are more willing to use technology than older people. Something similar happens in perception of se-curity and handling of personal data as shown in Table 26.

3.1.2.4. Impact Component

The Impact component for citizens aims to recognize what is the effect of OnLine Govern-ment in strengthening citizenship. Contrary to the results in 2009, when there was no evi-dence of a significant increase in this compo-nent, in 2010 there was an increase of 20 points driven by the growth of two aspects measured in this component: Governance Promotion and Strengthening Citizenship (Table 27).

Table 27 Component Impact Total country for citizens

Attribute 2008 2009 2010

Confidence in institutions 54 55 69

Creation

of public 33 34 54 value

Inclusion and fairness 46 48 70

Citizen welfare 48 46 68

Participation and Supervision 41 ND ND


Promote governability in 45 45 64 the country

Empowering citizenship 45 46 68

Indicator

Aid in monitoring government

Greater confidence in organizations

Greater efficiency and transparency

Total satisfaction

Egalitarian service

Better quality of life

Greater participation

Better supervision

2008 2009 2010

65 67 80

43 44 60

29 25 47

38 45 61

46 48 70

48 46 68

42 ND ND

40 ND ND


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2

As for Promotion of governance in the coun-try, citizens gave their view that access to more public information is reflected in an increase in the monitoring of governance and transpar-ency. So, to the extent that citizens have more knowledge about actions of the organizations, there is greater citizen engagement and social responsibility to demand fulfillment of insti-tutional duties. This in turn is an incentive for institutions to be more efficient, increasing citizen trust and satisfaction with the insti-tutions. This combination of elements leads to the creation of public value, as it increases credibility in public institutions and greater in-volvement of citizens regarding organizational actions, improving social welfare and greater empowerment of citizens.

This combination of factors can be identi-fied in different responses by citizens and are presented in Figure 11. Growth compared to 2009 in different topics evaluated is mainly in those areas associated with improved ef-ficiency, improved provision of services by institutions, equality and quality in services,

and improvement in the quality of life, these are the main ways in which citizens agree that electronic media and OnLine Government can impact your life and wellbeing.

After analysis of the information from the socioeconomic classification, it appears that high levels (Strata 5 and 6), being the popula-tion group that has a greater knowledge and use of electronic media (as seen in the other components) has greater awareness of the benefits and opportunities offered by new technologies in the interaction with the state as well as its benefits (Table 28). This again sug-gests, as noted above, that efforts ought to be focused in other socio-economic levels so that all citizens may be equally benefited by inter-acting with the State through electronic media. Taking into account age distribution, it is also possible to identify that young people gener-ally have a better appreciation of the impact of OnLine Governance, especially on issues relat-ed to improvement in quality of life, efficiency and accountability.

Improves accountability of public organizations

Helps and stimulates citizens in monitoring public organizations

Helps and stimulates citizen participation in government decisions

Helps monitoring government procurement

Improves the perception of confidence in public organizations that make use of these tools

Improves efficiency of public organizations in relating to citizens

Makes public organizations interaction with citizens more transparent

Enables the provision of more and better services by public organizations

Satisfies the needs of the citizen when interacting to public organization

Helps all citizens to receive form public organizations the same services and with the same quality.

Improves the quality of life for citizens in their relationship with public organizations

Low Medium High

59% 60% 70%

65% 63% 74%

60% 58% 68%

58% 53% 65%

60% 58% 66%

70% 69% 77%

58% 56% 60%

70% 71% 84%

61% 61% 66%

70% 68% 74%

68% 67% 71%

Table 28 Perception of Impact of OnLine Government use by socioeconomic

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Figure 11 Total country perception of Impact ofOnLine Government use for citizens

60%

65%

50%

57%

60%

70%

57%

71%

61%

70%

68%

42%

43%

41%

37%

39%

43%

35%

44%

40%

43%

41%

0% 10% 20% 30% 40% 50% 60% 70% 80%

More accountability for public organizations

More citizen participation in monitoring the action of public organizations

More citizen participation in decision making by public organizations

More monitoring of public procurement

More confidence in the public organizations that offer online procedures and services

Public organizations become more efficient when interacting with citizens

Public organizations become more transparent when interactiong with citizens

More and better services are offered by public organizations

Public needs are met when interacting with public organizations

Public organizations offer all citizens access to the same services and quality

Better quality of life for citizens through the interaction with public organizations

2009 2010


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2

3.2.1. Universe and sample

The source used to determine the universe of study is the Census of Popula-tion and Housing in 2005 by the National Sta-tistics Department (DANE) (www.dane.gov.co - Section REDATAM).

The report registers 1’401.148 companies in the survey of economic units, which was ap-plied to all economic units found in the study areas, distributed by economic sector as illus-trated in Table 29.

The creation of the universe used for the category of municipalities for 2007 and the distribution of municipalities for each one of them are shown in Table 30.

ENTERPRISES3.2

Description of the type of company

Assets: Up to $230.750.000

Employees: Not more than 10 employees

Assets: over $230.750.000 and up to $2,307.500.000

Employees: between 11 50 employees

Assets: Over $2,307.500.000 and up to $13.845.000.000

Employees: between 51 200 employees

Assets: over $13.845.000.000

Employees: more than 200 employees

Table 29 Size of companies according to Law 590 of 2000 (Amended by Act 905 of 2004)

Type of Company

Micro-enterprises

Small

Medium

Large

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One can see that municipalities from the special to the fifth categories are forced inclu-sion, because the number of municipalities by category is low and these are the municipali-ties with greater importance in the country, concentrating 76% of all companies in the country.

For the sixth category, a sample of 30 mu-nicipalities was chosen, seeking representation from all departments except the department of San Andres and Providencia, which has no mu-nicipalities in this category.

The distribution of the sample by munici-pality category, size and business sector is pre-sented in Table 31.

Table 30 Population universe of companies by category of municipality 2010

Category Companies Top No. Universe No. Sample total10 companies11 Municipalities Municipalities 2010

Special 510.771 509.565 5 6

First 184.033 177.192 16 16

Second 128.282 120.381 15 14

Third 81.245 74.481 16 14

Fourth 39.610 36.894 21 25

Fifth 57.002 49.789 28 21

Sixth 400.205 299.875 945 30

Total 1.401.148 1.268.177 1.04612 126

10 Source: DANE, 2005 Census

11 Source: DANE, 2005 Census

12 While the number of municipalities is 1,102, the result of the 2005 year only reported 1046 municipalities with presence of companies.

Table 31 Distribution of the sample by category considered

Category Sample Special 1.825 First 349 Second 112 Third 78 Fourth 43 Fifth 25 Sixth 111 Total 2.543

Size Sample Micro-enterprises 1.222 Small 784 Medium 439 Large 98 Total 2.543

Sector Sample Industry 301 Commerce 1.288 Services 954 Total 2.543


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2

3.2.2. Analysis of data obtained in 2010

The Index of OnLine Government for compa-nies in 2010 was 48, showing an increase of 17 points over the 2009 value. Just like the case for citizens, although all components showed an in-crement, the component that showed a greater increase was Processes, from 39 points in 2009 to 60 points in 2010 (Table 32). This increase in the Processes component is important because it evaluates whether companies approve and accept OnLine Government to interact with the State, and the usage of electronic channels to in-teract with others and with the State.

On the issue of Infrastructure, all compa-nies have at least one of the available electron-ic channels (Internet, fixed telephony, mobile phone) to interact with OnLine Government. As shown in Figure 12, 99% of employees and 96% of the legal representatives have access to a fixed telephone landline, channel with the highest penetration among companies. Howe-ver, the growth of computers (either fixed or portable) with access to the Internet has shown an upward trend in recent years: in 2009, 52% of the legal representatives had a desktop computer and 18% a laptop with Internet ac-cess, while in 2010 these results increased to 77% and 48% respectively. Something similar happened to employees: in 2009, 76% had a desktop computer and 23% had a laptop with access to the Internet, and in 2010 this per-centage increased to 95% and 59% respec-tively.

The Human Resources aspect, just like in 2009 shows an increase in the attribute Sensi-tized which asks whether human resources in a company are aware of OnLine Government and the benefits they can derive from it, but there is a decrease in the attribute Trained for the use of OnLine Government, which measures whether companies have human resources competent in the use of OnLine Government.

With regard to knowledge of OnLine Gov-ernment, 96% of employees and 94% of the legal representatives in the survey acknowl-edged that companies can interact with public organizations through electronic channels in order to get information, carry out procedures, receive services, file petitions, complaints or claims and participate in decision-making (Fig-ure 13).Similarly, there was more knowledge about the different ways of interacting with or-ganizations through electronic channels (Table

Table 32 Stakeholder index for each component of companies

Component 2008 2009 2010

Inputs 84 71 78

Processes 32 39 60

Results 36 31 48Impact 44 43 56

2008 2009 2010

Actor Index 36 31 48

Total

Total

3.2.2.1. Input component

The Input component consists of the Infra-structure aspect (evaluating access to electron-ic channels for OnLine Government), Human Resources (assessing trained personnel and their use of OnLine Government), and Barriers and Incentives. The latter component reached in 2010 a 78 point index, showing an increase of 7 points compared to 2009.

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Figure 12 Channel availability in companies

96%86%

77%

48%

99%

86%95%

59%

0%

20%

40%

60%

80%

100%

Fixed telephone Desktop computer withinternet acecss

Laptop computer with internet accessMobile phone

Legal Representative Employee

Obtain information from public organizations for the COMPANIES.

Obtain information on proceedings and/or services with public organization entities for the COMPANIES.

proceedings, services or procedures that COMPANIES must carry out before the public entity or to clear doubts.

Contact public officials to file COMPANY complaints or claims.

Carry out proceedings or gain access to services for COMPANIES , without having to physically go to the organization.

Participate on behalf of COMPANIES in decision making processes of public organizations regarding present and future standards, plans, programs, projects or development initiatives

23%

70%

94%

22%

85%96%

0%

20%

40%

60%

80%

100%

120%

2008 2009 2010 2008 2009 2010

Do you know that through use of e-channels you can interact with public organizations to obtain information, carry out proceedings, obtain services, file requests, complaints or claims and participate in decision making?

Legal Representative Employees

Figure 13 Knowledge of OnLine Government

Table 33 Knowledge of specific activities to interact with organizations that can be performed through each electronic channel

Internet Fixed Mobile Movile phone telephone phone lines

2009 2010 2009 2010 2009 2010 2009 2010

66% 93% 69% 77% 53% 39% 56% 72%

63% 86% 64% 76% 49% 39% 54% 69%

55% 62% 62% 73% 47% 43% 50% 61%

49% 49% 57% 68% 43% 40% 45% 58%

53% 73% 53% 52% 41% 41% 41% 44%

41% 56% 39% 26% 33% 19% 30% 32%


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33) and a greater awareness about the benefits to be derived from the use of OnLine Govern-ment as shown in Figure 14.

However, in areas of training there is a discrepancy between knowledge and use, es-pecially on issues related to online payments, although 96% of employees know that through electronic media companies can interact with organizations on several issues (including payments), only 63% know how to make on-line payments, 42% by fixed phone line, 31% by mobile and 32% by special service lines. In general, despite the recognition of the OnLine Government strategy, the gap between know-ledge and use is one of the challenges that must be overcome to achieve greater company par-ticipation in OnLine Government (Table 34).

One aspect that has shown a progressive de-crease is Barriers, going down from 40 points in 2009 to 35 in 2010. In general, the barriers for companies that show a decline have been those related to access to electronic channels for use of OnLine Government, ignorance of the existence of OnLine Government and eco-nomic capacity to pay for access to electronic channels. However, although barriers such as lack of awareness of OnLine Government and insecurity have shown a decline, they are still the main barriers.

Finally, regarding Incentives, better dissem-ination, cheaper access to various electronic channels, more security, and subsidized or free procedures or services remain the main stimu-lus for companies to use OnLine Government.

Figure 14 Perception of benefits derived by companies using OnLine Government 2009-2010

82%

69%

71%

57%

65%

68%

89%

85%

95%

69%

73%

90%

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

It enhances the quality of proceedings and/or services for companies provided by public organizations.

It allows public organizations to communicate among them to serve the companies in a more

timely and efficient way.

It allows companies to permanently follow and monitor the work of (Control/supervision) public organizations

It allows companies to know the functions of public organizations

It may save companies money interacting with public organizations

It may save companies time interacting with public organizations

20092010

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Table 34 Activities that ecolor declare they are trainedto perform by type of channel

Search COMPANY related information through Internet, Fixed phone line, mobile phone, special service lines or ATM in order to interact with public organizations

File COMPANY requests, complaints and claims before public organizations via Internet, fixed phone line, mobile phone,special service lines or ATM

Carry out proceedings or obtain services for COMPANIES via Internet, fixed phone line, mobiles phone,specialized cll centers or ATM

Make payments of COMPANY tax or parafiscal obligations via Internet, fixed phone, mobile phone, special service lines or ATM

Internet Fixed telephone Mobile Special service phone lines

2009 2010 2009 2010 2009 2010 2009 2010

56% 81% 59% 86% 49% 48% 49% 74%

54% 78% 60% 85% 46% 48% 47% 72%

52% 79% 50% 82% 43% 48% 41% 68%

46% 63% 40% 42% 37% 31% 36% 32%

Table 35 Total country Input Component for companies

Attribute 2008 2009 2010

Accesible 99 100 100

Sensitized 98 94 99 Trained for GEL use 72 66 63

Barriers for GEL 61 40 35

Incentives for la the use of GEL 92 68 93

Indicator

Accesibility

GEL existence

Trained personnel

No Access

Not aware of GEL existence

Not aware of GEL operation


GEL insecurity

No Interest

Other barriers

Better access


Training on GEL use

Less expensive access

Less expensive proceedings and services


Other incentives


Infrastructure 99 100 100

Human resources 85 78 80

Barriers 61 40 35

Incentives 92 68 93

2008 2009 2010

99 100 100

98 94 99

72 66 63

57 42 28

73 50 34

75 44 41

48 37 25

56 56 46

57 58 32

2 0 100

87 ND ND

94 89 96

94 ND ND

94 89 91

93 91 91

92 86 93

3 0 100


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Aspect to measure

Infrastructure

Human Resources

Barriers

Incentives

Attribute

Accesible

Sensitized

Trained to use GEL

Barriers for the use of GEL

Incentives for the use of GEL

Industry Commerce Services

2008 2009 2010 2008 2009 2010 2008 2009 2010

99 100 100 98 100 99 99 100 100

99 91 100 93 94 96 100 95 100

58 54 52 65 67 41 85 66 83

62 40 27 63 41 42 56 37 32

92 70 90 92 68 90 92 68 97

Table 36 Input component for companies by sector

With the analysis of the data including com-panies, it is possible to identify that training for the use of OnLine Government had an in-crease of 17 points in 2010 over 2009 results for the services sector companies, reaching a high score of 83 points (Table 36). For its part, industry and trade sectors showed a decrease in scores associated with this attribute. This is because on issues associated with tax liabilities or social security payments service companies claimed to have a greater number of skilled employees, although it is noteworthy that the industry sector firms have a high number of

trained personnel to conduct transactions or obtain services for the company (Table 37).

Additionally, there has been a reduction in the barriers by the industrial sector, especially on issues of ignorance and operation of OnLine Government, and financial capacity to pay by electronic channels.

As for the data obtained taking into account the size of companies, we can see that smaller companies have less personnel trained in the use of OnLine Government, especially in ac-

Table 37 Percentage of employees who said they are trained to perform different activities through electronic means

Industry Commerce Services Industry Commerce Services Industry Commerce Services Industry Commerce Services

72% 73% 91% 89% 77% 92% 53% 48% 46% 86% 78% 67%

76% 60% 88% 94% 67% 88% 50% 53% 44% 91% 57% 67%

92% 60% 88% 94% 67% 88% 50% 53% 44% 91% 57% 67%

56% 41% 82% 31% 24% 59% 29% 23% 39% 31% 24% 39%

Attribute

Look for company-related information

File company requests, complaints, claims, before public organizations

Carry out proceedings or obtaining services for the company

Make payments of company tax or parafiscal obligations

Internet Fixed telephone Mobile phone Special service lines

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Table 38 Government Incentives for online use by company size

Large Medium Small Micro

95% 91% 94% 92%

87% 85% 94% 92%

95% 85% 96% 82%

54% 57% 67% 88%

85% 84% 90% 88%

74% 74% 69% 88%

90% 88% 81% 89%

94% 98% 94% 92%

Incentives by company size

Promote interest in the use of Internet, fixed telephone lines, mobile phones, special service lines or ATMs through marketing campaigns informing the public about their benefits and heightening the safety perception.

Campaigns to promote the easyness of access to Internet, fixed telephone or mobile phones or special service lines or ATMs.

Train companies on how to use Internet, fixed telephone lines, mobile phones, specialized service lines or ATMs

Subsidize access to Internet, fixed telephone, mobile phones, special service lines or ATMs

Offer free access to Internet, fixed telephone lines, mobile phones, special service lines or ATMs

Subsidize the cost of proceedings or services carried out or obtained via Internet, fixed telephone, mobile phones, special service lines or ATMs

Offer free of charge proceedings or services carried out or obtained via internet, fixed telephone lines, mobile phones, special service lines or ATMs

Develop actions to promote safe practices for the use of Internet, fixed telephone, mobile phones, special service lines or ATMs

tivities related to payment of company tax or social security obligations through Internet. In this regard, 61% of employees in microen-terprises feel competent, compared to 88% in large, 79% in medium and 86% in small com-panies. Likewise, micro and small enterprises have more barriers for the use of OnLine Gov-ernment, because they do not trust security of electronic channels (50%) and do not have sufficient economic resources to access them (32%). Regarding incentives, it is possible to

identify that for micro enterprises to the issue of subsidies for access to electronic channels is more important than for other companies. For the rest of incentives is not possible to identify significant differences by type of company, as shown in Table 38.

3.2.2.2. Process Components

After analysis of the Process component, it is possible to observe that the gap identified in 2009 is closing. The gap showed that compa-


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nies approved the use of OnLine Government to interact with the State, but there was no culture oriented to the use of ICT channels for interaction. This year, there was an increase in both aspects, yet the Entrepreneurial Culture aspect reached a higher growth of 53 in 2010.

Of the two attributes that make up the En-trepreneurial Culture aspect, the one which presented the highest growth was oriented to

the use of ICT for interaction with third parties, which shows that more and more companies are using ICT tools to interact with customers, suppliers and partners. Although to a lesser ex-tent, it is important to note that companies in-creased in their use of channels to interact with the State through OnLine Government.

The assessment of the Process component, taking into account the sector to which com-

Table 39 Input Component by company size

Aspect to measure

Infrastructure

Human Resources

Barriers

Incentives

Micro Small Medium LargeAttribute

Accesible

Sensitized

Trained for the use of GEL

Barriers for the use of GEL

Incentives for the use of GEL

Indicator

Accesibility

GEL Existence

Trained staff

Access

Unaware of GEL existence

Unaware of GEL operation

Economic capacity

Insecurity GEL

Interest

Other barriers

Better access


Training for GEL use

Less expensive access

Less expensive proceedings and

services


Other incentives

2008 2009 2010 2008 2009 2010 2008 2009 2010 2008 2009 2010

99 100 100 99 99 100 100 100 100 100 100 100

ND 94 98 ND 96 100 97 98 100 100 82 99

ND 63 62 ND 72 68 74 77 70 62 69 79

58 50 27 37 23 34 39 25 20 38 22 21

73 58 27 65 31 56 57 29 44 47 28 48

75 50 37 68 28 55 55 26 45 55 28 43

49 44 32 32 19 3 28 23 4 25 20 6

56 61 50 49 48 35 51 36 33 45 28 26

58 64 34 52 47 30 39 33 21 37 22 16

1 0 100 31 0 0 4 0 0 17 0 0

87 ND ND 78 ND ND 92 ND ND 88 ND ND

94 89 96 95 87 98 99 86 95 94 92 100

94 ND ND 94 ND ND 97 ND ND 90 ND ND

94 89 92 93 86 92 98 93 85 95 79 86

93 91 93 93 88 87 97 93 89 95 92 93

92 85 92 90 87 96 96 94 98 87 87 94

0 0 100 32 0 100 27 0 100 32 0 100

Table 40 Total country Processess Component for companies


Acceptance 27 54 65

Enterprise culture 38 24 53

Attribute 2008 2009 2010

Promotion of GEL 27 54 65

Use of ICT channels 38 26 62

Use of GEL 62 21 40

Attribute 2008 2009 2010

Level of acceptance / 27 54 65 Will

Oriented to the use of ICT for interaction 38 26 62 with third parties

Oriented to the use of GEL 62 21 40

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panies belong, shows that just like in 2008 and 2009, the level of acceptance of OnLine Government is greater for the services sector than for companies in the industry and com-merce sectors. In 2010, this indicator reached a high level with a score of 78, surpassing by more than 20 points indicators from other sec-tors. According to the data, 49% of services companies have trained employees to interact with public organizations through electronic channels compared to 34% of companies in the industrial sector and 18% of companies in commerce. Similarly, 47% of companies in the service sector have changed their processes to interact with public, a figure that exceeds those of the sectors of industry and commerce, which

have changed their process by 22% and 20% respectively.

In the aspect of Entrepreneurial Culture13, the rise in the use of ICT channels by compa-nies is particularly evident in industry where companies in 2010 reached a score of 68 on the index, growing by over 40 points compared to 2009, which again shows an increase in the management of relationships with suppliers and customers through electronic channels (Table 41).

Data in the Process component show sev-eral interesting results related to the size of companies. The first is that microenterprises

Table 41 Processes Component by business sector

Aspect to measure

Acceptance

Enterprise culture

Attribute

Level of acceptance/Will

Oriented to ICTs use for

interaction with third parties

Oriented to the use of GEL

Indicator

Promotion of GEL

Use of ICT channels

Use of GEL


2008 2009 2010 2008 2009 2010 2008 2009 2010

22 45 57 23 53 52 34 57 78

37 26 68 39 24 59 36 30 62

61 23 58 60 18 30 65 26 42

Aspect to measure

Acceptance

Enterprise culture

Micro Small Medium LargeAttribute

Level of acceptance/Will

Oriented to the use of ICT for interaction with

third parties

Oriented to the use of the GEL

Indicator

Promotion of GEL

Use of ICT channels

Use of GEL

2008 2009 2010 2008 2009 2010 2008 2009 2010 2008 2009 2010

25 51 61 50 58 74 72 71 91 85 75 82

37 21 60 56 38 64 62 49 86 73 57 87

ND 15 31 ND 36 100 64 41 100 54 60 100

Table 42 Processes Component by company size

13 Although in 2008 the data showed that the indicators related to Entrepreneurial Culture exceeded the Acceptance aspect, this was because in that year there was no survey for the Use of GEL indicator in small and micro enterprises, affecting the calculation of the indicators.


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although increased the level of acceptance of OnLine Government, are still below the small, medium and large enterprises. As can be seen in Table 42, the index for micro-enterprises in 2010 is 61, while for the large companies is 82. Among the various ways to assess how compa-nies approve and accept OnLine Government to interact with the state, it is possible to identify only 47% of microenterprises have instructed

their employees to use electronic channels for interacting with public organizations com-pared with 71% of large and 79% of medium sized companies. Another striking result is that only 20% of microenterprises have changed their technology infrastructure to interact with public organizations through electronic chan-nels, compared to 53% of large companies. Other aspects considered are in Table 43.

Table 43 OnLine Government Promotion by company size


71% 79% 60% 47%

50% 49% 49% 31%

46% 57% 51% 27%

53% 55% 49% 20%

The company has instructed employees to use electronic channels with public organizations whenever possible.

Employees have received training to interact with public organizations via electronic channels.

Company processes have been changed to interact with public organizations through electronic channels.

The company's technological infrastructure has changed to interact with public organizations via electronic channels.


86% 84% 79% 55%

45% 42% 40% 32%

72% 63% 67% 33%

53% 43% 29% 15%

When looking for information about public organizations in order to carry out company proceedings, the first option is always or almost always via electronic channels

When filing a company complaint or claim before a public organization the first option is always or almost always via electronic channels

When carrying out proceeding or accessing a service for the company before public organizations, the first option is always or almost always via electronic channels

For participation in the definition of standards, plans, programs, projects or other initiatives, the first option is always or almost always via electronic channels

Table 44 Frequency of use of electronic channels for activity by size of company

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Table 45 Component total country for business (I)

Indicator 2008 2009 2010

Effectiveness on the need 66 17 25 for information

Effectiveness on the need 18 10 26 for interaction

Effectiveness on the need 21 17 62 for service

Effectiveness on need of payment 35 9 56

Effectiveness on need for 2 11 7 participation

Time Saving 91 31 99

Money saving 79 29 54

Increase productivity 62 27 71

Other benefits 31 17 25

Confidence in GEL 40 43 58 information

Confidence in the interaction 36 42 47

Confidence in transactions 36 39 48

Confidence in payments 27 34 49

Confidence in participation 24 37 39

Monitor government 7 15 26


Effectiveness of GEL 65 20 39

Credibility and Confidence 21 28 37 in GEL

Attribute 2008 2009 2010

Effective 33 13 31

Efficient 66 26 63

Reliability 32 39 49

Transparent 7 15 26

Within the Entrepreneurial culture, regard-ing the use of ICT channels to interact with oth-ers, 87% of large companies always or almost always use electronic channels to interacting with customers and suppliers, compared to 60% of microenterprises. Likewise, for Guid-ance on the use of GEL, small, medium and large companies appear already in 2010 oriented to the use of OnLine Government, but micro-en-terprises are still in that process. This result is

visible in Table 44, which presents the differ-ence in use of OnLine Government by company size.

3.2.2.3. Results Component

The Results component increased 17 points compared to 2009 reaching a rate of 48 in 2010. Contrary to what happened in 2009, there was an increase in all aspects measured, especially


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Table 46 Results Component total country for business (II)

Table 47 Comparative proceedings by companies from 2009 - 2010

Indicator 2008 2009 2010

Attractive presentation 78 82 76

Easy interaction 92 100 100

Clear information 100 98 100

Updated information 96 99 99

Useful information 58 99 100

Useful relationship 96 99 100

Useful services 99 99 100

Useful Participation 30 96 99

Functional portals 57 48 29

Knowledge of PEC 29 14 24

Use of PUC 4 3 10

Bids in PUC 10 3 6

Single window 11 1 19

Information exchange 95 37 47

Inclusive 32 61 80

Clear use of information 61 70 41

Limited use of information 86 84 93

Equal treatment 63 61 48

Options available to update 64 77 90

Safe policy 57 47 56

Safe sites 94 62 75

Safe payments 30 39 46


Orientation to users 45 32 59 (company)

Protection of company 48 49 57 information

Attribute 2008 2009

Usability 77 90 80

Integrated 14 8 21

Inclusive 32 61 80

Legal management 66 72 72 of information

Perception about company data 57 47 56 security

Perception security of the 30 47 58 transactions

2009 2010 2009 2010

20% 63% 83% 97%

70% 62% 74% 92%

Company proceedings or services have been carried out or requested via e-channels during the last year

The company has made payment for these proceedings and/ or services via e-channels during the last year

* Including: always or almost always

Affirmative answers Percentage of success*

2010

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in GEL efficacy and User Orientation, as shown in Table 45 and Table 46. The different aspects are analysed next.

The Efficacy aspect, with a rate of 39 in 2010, had a 19 point increase over 2009, driv-en primarily by increased Efficient attribute, which went from 26 points in 2009 to 69 in 2010.

The Effective attribute, with its index of 31 in 2010, reached this growth mainly by in-creasing the indicators related to whether the companies met the need to carry out for pro-ceedings or obtain services (17 points in 2009 to 62 in 2010) or make payments (9 points in

Figure 15 Activities related to OnLine Government

19%

5%

3%

44%

31%

28%

12%

6%

47%

43%

0% 5% 10% 15% 20% 25% 30% 35% 40% 45% 50%

The company required less steps to carry out a proceeding or obtain a service with a public organization

Do you know the Single Foreign Trade Window?

The company has participated in contracting processes published in the Single Procurement Portal?

Do you know the Government Single Procurement Portal (PUC)?

Do you know The Colombian Government Portal (PEC)?

2009 2010* Applies to companies involved in foreign trade

2009 to 56 in 2010) through OnLine Govern-ment, where the rates of success in these ac-tivities exceed 90% (Table 47).

Regarding the Efficient attribute, in 2010 there was an increase in the perception of companies in terms of savings and productiv-ity benefits from using OnLine Government. According to the findings, 99% of companies believe that through the use of OnLine Govern-ment they have saved time, 54% have saved money and 70% have increased their produc-tivity.

On the Credibility and Trust aspects, the re-sults show that 58% of businesses rely on the


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information from the organizations offered through electronic channels; 42% trust that when sending requests, complaints and claims electronically to organizations, they will re-ceive a response, 48% rely on company-related proceedings or services with organizations by electronic means and 49% in making payments for company-related proceedings or services electronically. However, on issues of monitor-ing governance, the percentages are lower: only 13% reported having done any control to the management of public organizations and 19% on procurement processes electronically.

On the aspect of Orientation to users, the Us-ability attribute was the only one falling from 90 points in 2009 to 80 in 2010. This decline is justified in the indicators that assess whether companies believe that the visual presentation of Web sites is nice (76% said they agree or strongly agree with this statement compared to 82% in 2009) and whether they are easy to navigate, have working links, have a reasonable response time and feature search tools (59% answered that it is easy to navigate the pages of the public organizations using the links com-pared to 74% in 2010)

The Integrated attribute show a remarkable increase in all associated indicators. As can be seen in Figure 15, compared to the previous

year, there was an increased perception by companies of a unified State through interac-tion with OnLine Government.

In the last aspect associated with Protection of company information, the following results are important:

• 84% of the legal representatives believe the information the company registered at the database is accurate or very accurate, com-pared to 71% in 2009.

• In 2010, 69% of the legal representatives consider that public organizations take appropriate actions to make the informa-tion registered in State databases safe from being modified by unauthorized persons, while in 2009 rate was 46%.

• 52% of employees consider that electronic channels have adequate security for au-thenticating users, compared to 40% in 2009.

• 62% of legal representatives agree that for the company is safe to make payments or request services with public organizations through electronic channels, compared to 40% in 2009.

• 46% of the legal representatives agree that it is safe for companies to make pay-

Table 48 Results Component by business sector

Aspect to measure

Efficacy of GEL

Credibility and confidence in GEL

Orientation to users user (company)

Protection of company information


2008 2009 2010 2008 2009 2010 2008 2009 2010

50 17 56 66 18 30 68 23 38

18 29 44 21 26 27 22 32 42

42 34 70 43 31 62 49 35 51

48 48 64 47 46 50 50 54 59

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68

Information regarding public organizations has been accesed through different e-channels during the last year

Company requests, complaints or claims have been filed before a public organization through e-channels during the last year

Company proceedings or services have been carried out or requested using e-channels during the last year

The company has made payment for theproceedings and/or services via e-channelsduring the last year

Participation via e-channels during the last year in the definition of standards, plans, programs, projects and initiatives (example: Decennial Education plan, National Plan of Information and Communications Technologies) of public organizations

Affirmative answers Satisfaction/ interaction success always or almost always

Industry Commerce Services Industry Commerce Services

100% 93% 92% 60% 30% 27%

66% 30% 10% 98% 96% 87%

72% 41% 77% 99% 90% 99%

47% 72% 64% 100% 73% 99%

22% 5% 5% 99% 67% 93%

Table 50 Activities carried out through electronic media by the business sector

ments or transactions with public services through electronic channels compared to 34% in 2009.

The Results component, as seen from the business sector, shows that those companies belonging to the industrial sector accom-plished greater progress in all aspects evalu-ated, highlighting the increases in Efficiency and Orientation to the user aspects (Table 48). Considering the size of the company it is pos-sible to identify a difference between them, es-pecially microenterprises on Orientation to the User and Protection of Information (Table 49).

Industrial companies are those with the highest rate in the Efficiency aspect, because they carry out most activities such as seeking information and making requests, transactions and payments, and are also the ones most sat-isfied or with more success at these tasks, as shown in Table 50. Considering company size, the main activity carried out by all companies, regardless of its size, is search for information, but only 27% of microenterprises express that they have always or almost always been satis-fied with the information found, contrasting the rates found in the rest of companies. With this exception, in all cases the degree of satis-

Table 49 Results Component by company size

Aspect to measure

Efficacy of GEL

Credibility and confidence in GEL

Orientation to users user (company)

Protection of company information

Micro Small Medium Large

2008 2009 2010 2008 2009 2010 2008 2009 2010 2008 2009 2010

65 13 33 69 33 52 47 47 47 50 50 49

20 25 34 29 33 44 52 48 50 55 42 58

ND 30 52 ND 36 73 44 49 79 51 49 79

47 42 48 55 59 76 79 77 79 73 79 78


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faction or success in the various items rated is over 70%. Given this situation, it is particularly necessary to ascertain in microenterprises whether the information currently available is really designed according to their specific needs.

Moreover, it was identified that the actions companies carry out the least are associated with requests and complaints as well as issues of participation, where in particular only 1% of microenterprises say that they have partici-pated in defining standards, plans, programs, projects and initiatives through electronic channels. (Table 51).

On issues relating to Efficiency, including whether companies think they have succeeded in saving time and money and increasing pro-ductivity with OnLine Government, according to the business sector, savings in money is not considered the main benefit, but time saving instead is, thanks to the ease in carrying out proceedings and services without incurring

in any travel and without wasted time in lines or outside the workplace (Table 50). A similar analysis is made by company size, where no matter the size of company, the saving in time is the main benefit, though only 32% of micro-enterprises believe through OnLine Govern-ment there are savings in money. This result contrasts with the data found in small compa-nies where this percentage is 93% (Table 51).

On the Credibility and Trust aspects in On-Line Government it is noteworthy that com-merce has the least confidence according to the

Veracity of information offered by public organizations through different e-channels during the last year

Company requests, complaints or claims have been filed before a public organization through e-channels during the last year

Company proceedings or services have been carried out or requested using e-channels during the last year

The company has made payment for the proceedings and/or services via e-channels during the last year

Participation via e-channels during the last year in the definition of standards, plans, programs, projects and initiatives (example: Decennial Education plan, National Plan of Information and Communications Technologies) of public organizations

Affirmative answers Satisfaction/Success with interaction always or almost always

Large Medium Small Micro Large Medium Small Micro

99% 95% 99% 97% 76% 81% 86% 27%

37% 21% 57% 26% 72% 82% 92% 97%

82% 83% 82% 61% 96% 94% 98% 97%

71% 63% 82% 60% 89% 100% 99% 91%

13% 10% 32% 1% 81% 76% 91% 95%

Table 51 Activities carried out through electronic media by company size


100% 93% 92%

66% 30% 10%

72% 41% 77%

Time saving

Money saving

Rise in productivity

Table 52 Perceived benefits from the use of OnLine Government

by business sector

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Small Medium Small Micro

97% 97% 99% 99%

78% 86% 93% 32%

72% 74% 78% 66%


93% 93% 70% 57%

76% 67% 45% 47%

92% 73% 61% 47%

80% 79% 61% 48%

61% 92% 47% 38%

Affirmative answers


87% 40% 60%

51% 30% 58%

56% 29% 60%

52% 40% 55%

46% 34% 39%

Time saving

Money saving

Rise in productivity

Veracity of information offered by public organizations through Internet, fixed telephone, mobile phone, special service lines or ATM

Company requests, complaints or claims filed before a public organization through Internet, fixed telephone, mobile phone or special service lines receive an answer

Company proceedings or services carried out or requested using through Internet, fixed telephone, mobile phone, special service or ATM

Company payments made forproceedings or services via through Internet, fixed telephone, mobile phone, special service lines or ATM

Participation through Internet, fixed telephone, mobile phone or special service lines in the definition of standards, plans, programs, projects and initiatives of public organizations that affect the company.

Veracity of information offered by public organizations through Internet, fixed telephone, mobile phone, special service lines or ATM

Company requests, complaints or claims filed before a public organization through Internet, fixed telephone, mobile phone or special service lines receive an answer

Company proceedings or services carried out or requested using through Internet, fixed telephone, mobile phone, special service or ATM

Company payments made forproceedings or services via through Internet, fixed telephone, mobile phone, special service lines or ATM

Participation through Internet, fixed telephone, mobile phone or special service lines in the definition of standards, plans, programs, projects and initiatives of public organizations that affect the company.

Table 53 Perceived benefits from the use of OnLine Government by company size

Table 55 Credibility and trust in OnLine Government by company size

Table 54 Credibility and trust in OnLine Government by business sector


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business sector and microenterprises accord-ing to their size. Since generally large and me-dium enterprises show more confidence, it is possible that cultural issues relating to the use of technology (which is higher in these compa-nies) are a factor that influences the perception of distrust in the use electronic media shown in this evaluation.

In the aspect of Orientation to the user, it is evident that for 97% of industrial enterprises, 78% of the commercial sector and 94% of the services sector, it is useful or very useful to re-late to the State through electronic channels for the search of information or carrying out transactions or obtaining services. Regarding company size, there is no mayor difference in the results, which implies that regardless of company size, using electronic channels for in-teracting with the State is useful, showing posi-tioning of OnLine Government.

Finally, regarding Protection of information companies in the commercial sector have a lower perception of safety in comparison with other sectors. However, the issue of payments

generates more distrust among all companies (Table 56). By company size, microenterprises are again showing a lower perception of safety compared to other companies especially in the areas of payments, where only 36% agree or strongly agree that it is safe for the company to make this type of transactions, compared to 85% in large companies, 76% in medium and 75% in small companies. (Table 57).

3.2.2.4. Impact Component

The Impact component, which measures Increased Country Competitiveness aspect, showed a 13 points increase in 2010, because all aspects evaluated on the perceived impact of OnLine Government within the company showed an increase over 2010.

Focusing on the results that showed the greater increase, 87% of companies agree or strongly agree that the use of electronic means for interaction with public organizations has led them to implement online processes and / or services, which contrasts with the 44% rate found in 2009. This result shows that the num-


53% 56% 83%

65% 43% 76%

72% 53% 66%

54% 46% 43%

Public organizations take appropiate measures to ensure company information recorded in the State's data bases, is not viewed by unauthorized people.

It is safe for the company to carry out proceedings or to request services with public organizations

It is safe for the company to make payments for proceedings or services with public organizations through Internet, fixed telephone, mobile phone or special service lines

It is safe for your company to make payments of proceedings or services with public entities through Internet or fixed or mobile phone or specialized assistance lines.

Table 56 Perception of company information security by business sector

Affirmative answers

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Table 57 Perception of company information security by company size


82% 75% 83% 64%

57% 71% 73% 57%

83% 80% 80% 56%

85% 76% 75% 36%

Affirmative answers

Public organizations take appropiate measures to ensure company information recorded in the State's data bases, is not modified by unauthorized people.

Public organizations take appropiate measures to ensure company information recorded in the State's data bases, is not viewed by unauthorized people.

It is safe for the company to carry out proceedings or to request services with public organizations through via Internet, fixed telephone, mobile phone or special service lines

It is safe for the company to make payments for proceedings or services with public organizations through Internet, fixed telephone, mobile phone or special service lines


Rise in country competitiveness 44 43 56

Attribute 2008 2009 2010

Capacity building 45 39 56 in the companies

Competitive environment 45 46 59

Cooperation, association and 41 43 55 networks environment

Indicator

ICT research budget

Research and development

Better relationship with universities

Better practices

ICT Processes and procedures

New capacities

Competitive environment

Simplification of proceedings

Interaction with suppliers

More efficient suppliers

Long term Policy

Foreign investment

Enterprise alliances

Training alliances

2008 2009 2010

44 34 51

47 37 52

36 39 38

45 41 59

50 40 65

48 43 72

43 45 52

48 45 51

45 48 69

48 46 58

46 44 73

40 44 52

44 43 56

8 43 58

Table 58 Total country Impact component for companies


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ber of companies using electronic channels to interact not only with the State, but also within their own activities has increased. Similarly, it is perceived that through the example set by the OnLine Government, the use of electronic channels can improve the relationship with business customers and suppliers (85%) lead-

Figure 16 Assessed aspects related to the impact of OnLine Government in companies

61%

61%

53%

85%

87%

67%

49%

60%

85%

77%

79%

68%

72%

59%

34%

35%

39%

41%

44%

44%

43%

49%

49%

50%

42%

42%

44%

44%

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

2009 2010

Promotion of alliances between companies and universities

Promotion of business alliances

Support for the development of foreign investment policies

Stable and long tem policy

Increased efficiency by suppliers

Changes in company behaviour with its suppliers

Simpler steps for company creation during the lastyear though e-channels

Direct creation of new companies

Capacity building useful to access new markets

Incentives for companies to implementat online processes and/or services

Incentives for companies to improve administrativeand operative practices

Improvement of company-universities linkages (knowledgetransference) as a result of the interaction of companies

with the public organizations through e-channels

Promotion of research activities and development ofnew products in companies

Promotion of budget allocation in companies for researchand technological development

ing to efficiency within companies, which in turn is conducive to better administrative and operational practices (85%). Likewise, the in-crease in alliances with other companies (59%) and universities (72%) shows that more and better access to information through electronic channels helps companies to find alternatives

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It motivates to the company to assign to budget for investigation and technological development

It motivates activities of investigation and development of new products in the company

It has improved the relation of the companies with the universities (knowledge transference) as a result of the interaction of the company with the public organizations making use of these means

It has induced to improve administrative and operative practices in the company

It has motivated to the company to implement processes and/or services in line

It has provided new competitions to enter new markets

It has hit directly in the creation of new companies.

It has simplified to the passages for creation of companies in the last year by the use of these means

It has driven changes in its relation with its suppliers

It has increased the efficiency of the suppliers

It is a stable and thought policy in the long term

It has supported the development of policies that foment the foreign investment

It has stimulated an increase in the enterprise alliances

It has stimulated an increase in the alliances between companies and universities

that facilitate collaborative environments over common issued and interests. Other results are presented in Figure 16.

The results that show that the perception of impact varies depending on the business sec-tor (Table 59). In the case of companies in the industrial sector, the impacts are mainly moti-vated by research activities and new products, by the implementation of online processes and / or services and capacity building to en-ter new markets. In the case of companies in the commercial sector, the impact is associated with the implementation of online processes and / or services and in increasing the efficien-cy of suppliers. Service companies have identi-

fied the impact mainly on the development of a stable and long-term policy. This shows that according to the specific needs of each sector, the use of OnLine Government in their busi-ness activities has helped them develop best practices in accordance with the requirements and demands they face every day.

According to the size of companies, large firms are those find greater impact and the microenterprises smaller impact in all aspects evaluated. However, an interesting result is that 77% of microenterprises consider that OnLine Government has provided new skills to enter new markets, which has helped them to become more competitive.

Table 59 Assessed aspects related to the impact of OnLine Government on companies by sector and size

Sector Size

Industry Commerce Services Large Medium Small Micro

48% 59% 46% 57% 60% 65% 45%

88% 56% 34% 62% 59% 74% 45%

25% 41% 42% 53% 46% 65% 26%

66% 66% 52% 83% 81% 83% 49%

88% 73% 48% 83% 80% 71% 60%

83% 65% 74% 68% 66% 63% 77%

63% 49% 50% 41% 46% 53% 53%

51% 57% 48% 57% 61% 66% 45%

78% 67% 66% 76% 79% 79% 64%

47% 72% 51% 69% 70% 74% 51%

68% 69% 80% 75% 75% 86% 68%

44% 58% 51% 53% 52% 57% 51%

41% 62% 58% 60% 64% 65% 51%

34% 63% 63% 53% 48% 56% 60%


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3.3.1. Universe and Sample

The Universe of public orga-nizations is built based on the structure of the State branches: Executive, Legislative and Judi-cial, and according to their coverage: National or Territorial.

Table 60 illustrates a more detailed catego-rization given to organizations.

For the segment of organizations, gathering of information in 2010 did not include surveys of government officials and leaders of OnLine Government as in 2008 and 2009. This infor-mation is required to evaluate the Inputs, Pro-cesses and Impact components, but the interest now was to evaluate for this group only the progress in implementing the OnLine Govern-ment strategy. So, only the Results component was taken into account, which included review of all territorial organizations websites (1,133) from majorships and governorships. For the 195 National Government organizations there was both a review of web pages and interviews with the leader of OnLine Government.

ORGANIZATIONS3.33.3.2. Analysis of data obtained in 2010

From the information gathered in 2010, it is possible to identify that the difference be-tween national and territorial organizations in the implementation of OnLine Government Strategy phases is quite broad. As can be seen in Figure 17 and Figure 18, 80% of the national order organizations are already at a high lev-el of compliance with the online information phase, contrasting with the 3% identified in the territorial order. Something similar occurs in the remaining phases.

This gap between National and Territorial Order evidenced in recent years has prompted the OnLine Government program to establish within the strategies of the Plan Vive Digital the development a territorial OnLine Government program, to support institutions of the Terri-torial order to meet the OnLine Government development phases. The targets proposed in this case for 2014 are:

• 1134 Local authorities (majorships and governorships) advancing in all phases of the Strategy.

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• 3 proceedings and services provided on av-erage through electronic media in all terri-torial organizations

• 6 applications developed (Killer Applica-tions) for citizens, companies and organiza-tions.

This initiative is expected to help territorial organizations to take make the big leap in the use of electronic channels for interacting with citizens and companies.

In regard to national organizations, the Ex-ecutive Branch appears with the best results especially in the sectors of National Education, Statistics, Social Protection and Economic Soli-darity with indices in 2010 and in the first half of 2011 above 90 points. This result shows that these sectors have already implemented a high proportion of all the phases set out in Decree 1150 of 2008.

Compared to these sectors, it appears that universities and institutes are the only ones in 2011 at a low level and their progress in com-parison with other sectors is the slowest in the last 2 years. On the other hand, Regional en-vironmental authorities which in 2008 had a rating of 8 have increased their rating in 2011 to 64 points showing significant progress in implementing the strategy, although they are still at an average rate.

Meanwhile, the Legislative Branch is the sector that has the lowest compared to other national organizations. Since 2009, this branch has shown a decline in its index of 40 points, mainly caused by the lack of progress in the stages of Transformation and Democracy (both with a rating of 10) and the slow progress in the other phases, and therefore there are spe-cific strategies developed in those organiza-tions belonging to this branch.

1 Distritales mayorships2 Municipal mayorships3 Departmental assemblies4 Distritales councils5 Municipal councils6 Corporations of Mixed Participation7 Administrative departments8 Industrial and commercial companies of the State9 Social companies of the State10 Financial organizations of Unique Nature11 Organizations and subject state organisms to

special regime12 Establishments public13 Bottoms count on legal function and position of agent14 Troopses 15 Governments16 Scientific and Technological institutes17 Ministries18 Organism independent19 Societies of mixed economy20 Public societies21 Societies by action22 Supervisions with Legal function and position of agent23 Supervisions without Legal function and position of agent24 Unique25 Special Administrative units with Legal Function

and position of agent26 Special Administrative units without Legal

Function and position of agent27 Vice-presidency1 Senate of the Republic 2 House of Representatives1 High You cut (Advice of State, Advice Superior

of the Judicature, Cuts Constitutionalist, Supreme Court of Justice)

2 General office of the public prosecutor of the Nation3 Civil courts4 Courts of family5 Courts of minors6 Courts of public order7 Courts of execution of pains and safety measure8 Labor court9 Penal courts10 Dissolute courts11 Courts without administrative sections12 Administrative courts13 Courts superiors1 Chambers of Commerce 2 Urban development offices3 Notary Offices4 State residential utilities companies

1 National Elections Council2 National Registry of the State 3 Territorial Registry offices1 General Auditing office2 General Comptroller's Office3 Department Comptroller's Offices4 District Comptroller's Offices5 Municipal Comptroller's office6 Ombudsman Office7 Regional Ombudsman Offices8 Sectional Ombudsman Offices9 District authorities offices10 Municipal authority office 11 Delegated Law office12 Attorney General's Office13 Delegated Law Offices14 Provincial Law Offices15 Regional Law Offices

Table 60 Types of organizations

Branch of the Executive power

Branch of the Legislative Power

Branch of the Judicial Power

Other organizations that do not belong

to any of the three branches

Electoral organ

Control units

Type of organization


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2

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Figure 17 Percentage of territorial order organizations at each level of implementation OnLine Government phases 2010

Figure 18 Percentage of organizations at the national level of implementation at each stage of OnLine Government phases 2011-1

3% 5% 4% 1% 1%

78%55%

2%24%

3%

19%

40%

94%75%

96%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

Large Medium Low

Information Interaction Transformation DemocracyTransaction

80%68% 62%

27%37%

12%

18%19%

35% 19%

8%15% 20%

38% 44%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

Information Interaction Transformation Democracy

Large Medium Low

Transaction

The Judicial Branch now has an index of 57 and although compared to 2009, it showed a fall of 20 points, it has shown steady work in implementing all phases of the strategy, even if stages of transformation and democracy are still by below 50 points in the index.

Control Organizations have not shown a very rapid development compared to others organizations, remaining around 70 points in the index since 2009, although its Information

and Interaction phases are the most advanced with indices of 80 and 81, respectively. It is still necessary to work in the process of Democracy, which has an index of 53, being the lowest of all the phases for this group.

The Electoral Organizations are part of the group of national organizations with an over-all low rate. Despite that between 2008 and 2009, this group showed an increase in the rating from 51 to 56, in 2010 it dropped to 42,

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basically because the only phase that is now at an average rating of 64 points is the Infor-mation phase, while the rest are at a low level. In this group of organizations is necessary to strengthen the work on all phases, especially on Transaction, which is at the lowest rate.

Finally, in the Autonomous and Indepen-dent Organizations, there was an improvement since 2008 particularly at the Transaction phase, but there is still need to work on the Democracy phase, given that compared to the

implementation of other phases, it is the one lagging behind with an index of 25 in 2011.

The results of the National organizations are consolidated in Table 61

Territorial organizations show that despite the progress made between 2009 and 2010, Transaction, Transformation (except Guainía Department) and democracy phases are at a low level in its implementation (Table 62). The results of each phase are presented next.

Table 61 Comparative of OnLine Government indices for national organizations 2008-2011-1 and indices by phase 2011-1

ENTITIES Index Index Index Index Information Interaction Transaction Transformation Democracy 2008 2009 2010 2011-1

National education 62 85 97 98 100 100 99 92 100

Statistic 58 77 94 94 100 100 96 96 81

Social protection 34 65 92 93 98 98 95 83 97

Shared in common economy 44 73 90 90 100 100 100 68 100

Mines and Energy 36 80 89 89 100 97 95 87 74

Property and Public Credit 39 70 89 92 98 97 95 87 92

Technologies of the Informationand the Communications 54 78 89 89 96 95 91 81 89

Agriculture and Rural Development 59 86 88 88 97 99 99 74 83

Science, Technology and Innovation 63 71 87 87 93 61 87 89 100

Commerce, Industry and Tourism 72 88 85 86 98 95 89 77 82

Planning 72 84 84 94 99 100 98 87 93

Public function 54 85 84 88 94 87 94 78 95

Security 63 83 81 81 89 100 93 87 40

Outer relations 48 47 80 80 98 94 73 79 70

Defense 39 69 79 79 97 94 87 64 73

Transport 41 51 71 71 96 78 82 60 58

Organisms of Control 53 73 69 69 80 69 81 68 53

Atmosphere, House and Territorial Development 53 63 67 72 84 81 87 55 67

Interior and Justice 46 61 64 64 96 71 65 60 44

Presidency 34 75 61 89 90 99 85 79 100

Independent organisms 25 42 57 57 78 59 81 52 25

Judicial branch 46 72 57 57 68 68 72 45 41

Regional Independent corporations 8 20 56 64 98 93 80 72 47

Culture 29 49 48 58 88 85 58 44 46

Electoral organization 51 56 42 42 64 44 30 43 45

Universities and Institutes 20 35 33 35 53 44 38 34 16

Legislative branch 76 72 32 32 58 50 56 10 10


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2

In the Information phase, although it is no-ticed that more than 90% of the organizations have direct links to the Colombian State Official Website, its own site map, mission and vision, contact e-mails or citizen service system, there is no other information available, particularly

relating to the organization. As shown in Fig-ure 19, only 70% of public organizations have made public their policies, plans or strategies, 40% programs and projects in execution, 34% proceedings and services, 19% management reports, 18% targets and performance indi-

Departament Index Index Index Information Interaction Transaction Transformation Democracy 2008 2009 2010

Amazonas 4 7 20 60 53 17 0 7

Antioquia 10 9 23 60 54 19 6 12

Arauca 12 12 34 66 60 25 27 18

Atlántico 10 10 41 63 61 39 46 10

Bogotá D.C. 8 4 21 53 34 16 12 15

Bolívar 11 9 31 56 54 19 36 7

Boyacá 9 11 28 65 55 16 23 12

Caldas 11 8 29 67 59 22 13 19

Caqueta 11 7 25 60 59 20 14 5

Casanare 14 12 35 71 77 36 5 30

Cauca 12 9 19 60 52 14 5 3

Cesar 9 11 39 60 67 27 42 19

Chocó 11 10 26 60 53 19 19 7

Córdoba 10 12 28 60 50 18 29 8

Cundinamarca 10 9 25 64 52 17 17 8

Guainía 1 10 45 57 63 17 73 21

Guaviare 9 9 24 53 55 15 15 13

Huila 8 9 30 60 59 23 21 18

La Guajira 9 11 27 58 57 20 14 17

Magdalena 11 10 27 54 62 24 14 10

Meta 14 10 28 60 62 26 13 13

Nariño 15 9 23 58 51 15 14 7

Norte De Santander 12 11 29 53 57 17 30 12

Putumayo 9 8 27 52 52 18 26 10

Quindío 15 9 34 66 63 34 17 21

Risaralda 10 8 29 59 58 21 22 13

San Andrés y Providencia 4 4 13 59 34 5 0 4

Santander 10 9 25 58 53 18 15 9

Sucre 11 9 26 54 55 20 19 7

Tolima 11 11 28 58 54 26 17 9

Valle Del Cauca 8 9 25 60 51 22 13 8

Vaupés 6 9 15 53 49 8 0 0

Vichada 10 6 22 65 42 18 15 1

Total General 10 9 27 59 55 20 19 11

Table 62 Comparative OnLine Government indices in territorial organizations 2008 -2010 and 2010 indices by phase

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cators, and a 13% improvement plans. This shows that even if there is already basic infor-mation on organizations, it is still necessary to work so that organizations publish all informa-tion related to them, especially the kind that will allow control over management and per-formance, thereby facilitating the interaction and participation in these aspects.

In the Interaction phase, although more than 93% of organizations provide links and mechanisms for the user (citizen or company) to contact the organization, send requests, search information and access services, other mechanisms such as database searches, down-load or online forms, certifications and records

and online citizen services are available in less than 30% of organizations (Figure 20). This difference indicates that the Interaction phase deeds to broaden the mechanisms available to promote more citizen participation with orga-nizations.

In the Transaction phase, 90% of orga-nizations offer institutional information at least in the English language, in the sections: “About the Institution” and “Institutional poli-cies, plans, programs and projects”. However, other aspects such as accessibility via mobile devices, steps required for product or service prioritized by organizations14, the option to view and track the status of all proceedings

Figure 19 Major assessment variables for Information phase

97%

97%

96%

94%

93%

89%

80%

79%

74%

70%

69%

67%

56%

48%

43%

40%

40%

35%

34%

29%

25%

22%

22%

19%

18%

13%

7%

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

Link to the Colombian Government Portal

Site Map

Mission and vision

Contact e-mail or link to citizen assistance system

Division of contentsSchedules and days for public service

Introduction on the most remarkable aspects of the department or municipality.

Directory of organizations

Objectives and functions

Policies, plans or strategic lines

Bulletins and publications

Control organisms that monitor the organization

News

Organizational chart

Basic information on the Colombian Government Portal

Programs and projects under execution

Maps

Information for children

Listing of proceedings and services

Laws /Decrees/Agreements

Contact with dependancies responsible

Employment Offer

Calendar of activities

Management information

Management goals and indicators

Improvement Plan

Free telephones and/or service lines and fax (with code)

14 For which it is not required to prove any other circumstance with another Government organization for the solution of a proceeding or request by citizens.


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and / or services electronically, or response times to requests, are not yet enabled by most organizations and hence this phase has a rat-ing of 20 points today. Figure 21 presents the percentage of organizations that already have implemented different mechanisms.

The Transformation phase includes two as-pects: web accessibility and customization. In web accessibility the criteria used is whether institutional websites meet the Double A (AA) standard established by the Web Accessibility Initiative (WAI) of W3C guidelines (WCAG) ver-sion 2.0. In this regard, 24% of the companies

met the criteria. But on the issue of customiza-tion, where the assessment focus on whether the organizations have defined the types and levels of customization according to the char-acteristics of their users, only 1% of companies met these criteria. The rating for this phase for all organizations of Territorial Order is 18 points.

The Democracy phase is the one with the lowest index with a value of 11 points. This is because most organizations have not en-abled channels and interactive participation environments for citizens to take part in man-

Figure 20 Main assessment variables of Interaction phase

96%

95%

95%

94%

93%

81%

57%

35%

33%

29%

26%

15%

13%

10%

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

Online services

Opinion surveys

Online certificates and registries

Forms to be downloaded or filled out online

Data bases consultation

Mechanisms of participation

Audiovisual information

Help applications

Confirmation notices

Subscription to information services, e-mail or RSS

Citizen information services

Applications, requests, complaints and claims tracking application

Contact, requests, complaints and claims mailbox

Search Mechanism

90%

68%

28%

15%

12%

7%

5%

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

Other languages

Access via mobile

Online Services

Geographic coverage

Response deadline

Online proceedings

Inquiry on the status of a proceeding and/or service

Figure 21 Main assessment variables for Transaction phase

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agement issues, regulations, construction of policies, plans, programs and in decision-mak-ing through social networks, online forums, mailing lists, chat rooms, blogs, as shown in Figure 22. Table 63 shows the summary of organizations included in the evaluation ac-

cording to the phase where they are and their OnLine Government index. Table 64 shows Ter-ritorial organizations with an OnLine Govern-ment index over 60 points that now are those with greater progress in implementing the strategy.

Figure 22 Main assessment variables of Democracy phase

26%

20%

6%

6%

4%

4%

2%

0% 5% 10% 15% 20% 25% 30%

Online participation

Regulation projects

Social networks

Online discussion and inquiries

Online proposals

Results of e-mail participation

Online tracking of e-democracy

Table 64 Territorial organizations with OnLine Government Index above 60 points

0 50 210 448 1,071 860 1,083 1,049

51 80 888 620 17 271 42 82

81 100 35 65 45 2 8 2

TOTAL 1,133 1,133 1,133 1,133 1,133 1,133

Table 63 territorial organizations by phase and level of progress in the OnLine Government index

Range Information Interaction Transaction Transformation Democracy Onlie Government Index

Entity Index

Mayor´s office of Socorro 83

Mayor´s office of De Acosta 81

Mayor´s office of Támara 75

Mayor´s office of Dosquebradas 74

Mayor´s office of Baraya 72

Mayor´s office of Carmen De Atrato 71

Mayor´s office ofSan Diego 71

Mayor´s office of Sabanagrande 71

Mayor´s office of Barrancabermeja 71

Mayor´s office of Chivor 69

Mayor´s office of Castilla La Nueva 68

Mayor´s office of Corrales 67

Mayor´s office of El Carmen De Chucurí 66

Entity Index

Mayor´s office of Flandes 66

Mayor´s office of Campoalegre 65

Mayor´s office of Mosquera 64

Mayor´s office of Mariquita 64

Mayor´s office of San Roque 64

Mayor´s office of Sibaté 63

Mayor´s office of Montenegro 63

Mayor´s office of El Guamo 62

Mayor´s office of Tamalameque 62

Mayor´s office of Soledad 62

Mayor´s office of Ricaurte 61

Mayor´s office of Tasco 61


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CONCLUSIONS4.

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The OnLine Government is the evolution of public administra-tion. And in this natural evolution in the Information Society, ICTs play a key role in development

and national growth. The continued increase in applications, services and activities taking place on networks are reflected in aspects that promote productivity, expansion of markets, greater efficiency and competitiveness, which in turn promotes social welfare. Thus, propos-als for national policy development related to the use of information and communication technologies include elements that allow the promotion of initiatives from the point of view of demand and supply, to create a virtuous cir-cle that promotes the effective use of services for all sectors of society.

The work by the ICT Ministry with the for-mulation of the Plan Vive Digital show how Co-lombia has made big strides in areas such as coverage and basic ICT infrastructure. Because of this, it is expected that in coming years the provision of services and applications for im-proving the quality of life for all citizens will be multiplied. An example of this is established by

the results published by the ICT Ministry in the first quarter of 2011, in which Colombia had a total of 5,054,877 subscribers to fixed and wireless Internet, an increase of 52.7% com-pared the first quarter of 2010.

The OnLine Government Program has achieved different and important goals thanks to a clear strategy and method of defining and articulating a State policy State, “OnLine Gov-ernment”, implemented by all public orga-nizations within the framework of the Good Governance and Administrative Efficiency promoted from the Presidency of the Repub-lic. That is why Colombia is the first country in the region with 100% of the municipalities online. Likewise, in the last two and a half years there was an increase from 73 to 701 proceed-ings online (with an increase of 40% from 523 online proceedings and services in the period from August 2010 to August 2011) and about than 114,000 public servants are trained in On-Line Government. The www.gobiernoenlinea.gov.co site is the access point to interact with the State linking around 3,600 Websites and 5,300 proceedings and services. It has had on average 640,000 visitors in 2011. These exam-

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ples not only account for the country’s prog-ress in e-government but also the positioning achieved by the strategy to open more chan-nels and improve the state’s relationship with its citizens. In fact, the United Nations Global Ranking places Colombia as the leading Latin American and Caribbean country in electronic government and 9th worldwide in the subin-dex of online Government services.

Regarding the results for the 2010 measure-ment of citizens, it was found that most at least can access and afford one electronic channel to interact with the State. Despite this result, the ideal is to ensure that citizens have access to all channels, regardless of the capacity to pay.

Keeping with the trend found in previous years, there has been an increased awareness by citizens of how electronic means allow in-teraction with State organizations to carry out proceedings, receiving a service, making pay-ments or simply looking for information. This awareness went from 22% in 2008 to 90% in 2010. Likewise, 39% said that they have inter-acted with public organizations through elec-tronic channels, compared to 30% in 2009.

On the other hand, the issue of data secu-rity has become one of the main barriers to the use of electronic channels. Given this, the new strategies to reach out to users of OnLine Government are shifting not only to show the advantages of using ICT in the interaction with the State and in the creation of good govern-ment but also to guarantee that information and transactions via electronic media are safe.

Among the most striking results in the measurement, is the growth of the Processes component in the areas of Acceptance and Par-ticipation, which shows that electronic chan-

nels are being incorporated into the everyday life of citizens because they already consider the interaction with public organizations through these channels as a valid alternative.

Additionally, besides the increased use of electronic channels in the interaction with State organizations there is increasing satisfac-tion with that interaction. This factor is impor-tant because as long as citizens see their needs met through the interaction via electronic means will continue to use it evermore and thus expand the use of the OnLine Government Culture. This fact confirms that the OnLine Government is more than technology.

Another element that stands out is that there are still gaps between high and low so-cioeconomic levels and between age groups (people between 16 and 24 years and those over 56). These differences found are now an element to take into account when setting new guidelines for organizations to ensure that their work reaches all citizens. This means that the national government, local governments, academia and private sector must continue to promote actions to ensure inclusion in ICT and OnLine Government infrastructure and train-ing issues in specific sectors of society.

In the business sectors, there is increased knowledge of OnLine Government among com-pany employees (96% in 2010 compared to 22% in 2008) and legal representatives (94% in 2010 compared to 23% in 2008), but there remains a difference between knowledge and use, so for greater involvement of business sec-tors, there must be an emphasis on actions that promote the use, taking into account both the needs of businesses as employees.

Despite advances in recent years, microen-terprises continue to lag behind in the use and

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appropriation of OnLine Government when compared to small, medium and large compa-nies. This confirms the importance of specific strategies defined by the demand axis of the OnLine Government ecosystem, so to increase in society as a whole the use of electronic me-dia for interaction with the State and ultimate-ly the use of OnLine Government recognizing the citizen as center of the State.

Finally, the implementation of the OnLine Government strategy in organizations has shown a difference between national and ter-ritorial organizations. Although results for national organizations are satisfactory, there are still some that require greater efforts to ac-celerate progress in the strategy. This situation is an invitation for organizations to critically evaluate their current status and identify spe-cific action plans to comply with all criteria by December 2011 and prepare to meet the new criteria in the evolution of the strategy defined for the period 2010-2019.

As identified in the measurement per-formed in 2009, because most territorial organizations are still behind in the implemen-tation of the strategy, some actions has been taken not only from the OnLine Government

program, but by the organizations themselves to meet the present situation and the new chal-lenges within the new version of the OnLine Government implementation manual version 3.0, which will guide the development of the OnLine Government strategy in Colombia for the coming years.

In view of the above, territorial organiza-tions are encouraged to adopt OnLine Gov-ernment as part of their daily activities and if necessary, seek support from other public or-ganizations or from the OnLine Government program itself in order to improve the supply, quality and use of their services, for if they become stronger institutions at the service of the public, they will not only benefit its struc-ture and operation, but also meet the goals set by OnLine Government: the construction of a more efficient, transparent and participa-tory State with the collaboration of the whole society.

Ana Carolina Rodriguez RiveroResearch, Policy and Evaluation Coordinator

OnLine Government ProgramMinistry of Information and

Communications Technologies Technology in the life of every Colombian

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• Departamento Nacional de Estadística (DANE) www.dane.gov.co.

• ITU (2010) World Telecommunication/ICT Development Report 2010 - Monitoring the Wsis Targets.

• OECD (2010). Information Technology Outlook .

• OECD (2008). Broadband Growth and Policies in OECD Countries.

• OECD (2007) Broadband and the Economy. Disponible en: http://www.oecd.org/datao-ecd/62/7/40781696.pdf.

• Metodología de monitoreo de Gobierno en línea en Colombia. Disponible en: http://programa.gobiernoenlinea.gov.co/apc-aa-files/5854534aee4eee4102f0bd5ca294791f/GEL_Metodolo-giaMonitoreoEvaluacionGEL.pdf.

• Plan Vive Digital, Ministerio de Tecnologías de la Información y las Comunicaciones (2011). Dis-ponible en: http://201.234.78.242/vivedigital/files/Vivo_Vive_Digital.pdf.

• Resultados de la Evaluación “El Gobierno en línea en Colombia 2010 para ciudadanos y empre-sas”, disponible en: http://programa.gobiernoenlinea.gov.co/documentos.shtml?apc=&s=e&m=b&als[LEVEL___]=1&cmd[17]=c-1-'231'&als[MIGA____]=Nacionales.

• UNDESA (2010),“United Nations E-Government Survey 2010”. Disponible en: http://www2.un-pan.org/egovkb/.

• World Bank (2010). Building broadband: Strategies and policies for the developing world.

online government in colombia 2010 - 2011 - gobierno en lnea

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