E-government implementation and digital public service delivery

E-government is a concept that has revolutionized bureaucracy and the way governments operate in the 21st century.

One of the reasons for the inception of electronic government which is central to its functional advantage is the economic management of information.

The costs of production in advanced economies are made up largely of the costs of managing information. Fortunately, computers can often manage information more efficiently than could earlier manual methods. This is the central reality that is driving the movement toward electronic government.

Kurian, 1998, p. xvii)

There are however numerous other cogent reasons that makes electronic government so effective. These include the facilitation of communication and the improvement and simplification of bureaucracy. This paper will explore some of the central facets of electronic government, as well as evaluate the benefits and advantages and possible problematics of e-Government in terms of process and facilities in various countries.

2. What is Electronic government?

E-Government or electronic government refers to the introduction into governmental process and bureaucracy of the "notion and practicalities of electronic technology into the various dimensions and ramifications of government." (EGovernment)

The most common reference to the function of government is in the delivery of public service and the use of technology in the administration and service of governmental affairs and business, as well as in areas such as voting procedures.

While the tendency is to view e-Government as being mostly concerned with the facilities that computers and the Internet offer, yet it should also be borne in mind that there are numerous non-Internet aspects to electronic government. These include aspects such as communication and the telephone in government service and procedures. Examples include telephonic call centers and fax services that are related to the implementation and conduct of government business. There are also more advanced aspect of non-Internet services such as SMS text messaging, 3G, GPRS, WiFi, WiMAX and Bluetooth used to enhance and improve government services. (ibid)

However the use of internet-based e-Government is the most prolific and sought after mode of electronic assistance and process. This includes the use of email for government services and activities, as well as facets such as online communities, message boards, newsgroups and mailing lists. This also includes real-time communication facilities such as instant messenger services. All of these aspects can be harnessed in streamlining and improving the application of the bureaucratic process and the all important area of communication within governmental structures and between government and the public sector.

Electronic government is a complex and intricate process and procedure, with many related areas. There are a number of central issues that the new electronic and digital environment brings to the process and style of government. These include the very important concern of the "digital divide'" - particularly with regard to developing countries.

The digital divide refers to "The effect of non-use, non-availability or inaccessibility of e-Government, or of other digital resources, upon the structure of society."

Other areas of importance in the assessment and evaluation of e-Government include the following.

Internet speed and technical dependability as well as the all important aspect of broadband provision and its effect rate of take up of Government services

The successful integration of services into governmental structures.

The issue of how the electronic medium is accepted into local government.

The importance of public education with regard to the availability of e-Government service as well as the technical skills needed by the users. This is a crucial issue in developing countries and relates to the broader area of e-learning..

The technical aspect of legacy and the integration of older technology with new digital or electronic technology..

The environmental effect.

The measurement and assessment of new technology on bureaucracy and waste

An important aspect that requires attention in the implementation of an e-Government system is marketing, both online and offline. This is important in terms of raising public awareness and clarifying new methods and procedures clear to the public.

Communications

One of the critical issues in e-Government is communication. A central critique of many governments has been the perceived distance from the public and the sense that governments are inaccessible to the ordinary citizen. It is one of the central aims of electronic government to bridge this communication gap, and digital technology provides the interactive tools to do this.

Many claim they only see their politicians at election time and find it hard to speak to the right person at the town hall when they want to get something done, like a pavement repaired or illegal rubbish cleared away. Now, however, the whole issue of citizens' relationships with government is changing for the better, thanks to the rapid onset of "new wave" communications.

Nordic countries lead Europe in eGovernment progress, IDC says")

An example that is given of this process is that "...government at all levels will be able to ask people regularly for their views on a wide range of issues. Local councils will also be able to use the hi-tech communications solutions to improve the efficiency of all kinds of services. (ibid)

This interaction and more communicative mode of government can therefore facilitate essential governmental functions such as online voting. It can also facilitate vital public information: for example, sending an SMS message to parents to confirm whether a school has been closed due to a flood. (ibid)

4. Evaluating e-Governments

Research indicates that e-Government spending in Western Europe will rise to $5.8 billion in 2007. (ibid) number of Nordic countries are successfully implanting electronic government systems. "Denmark leads the countries in both readiness of the population to embrace egovernment and in the availability of egovernment services, with Sweden and Finland ahead of their counterparts." (ibid)

Marianne Kolding, director of the International Data Corporation's (IDC) European Services research, states that "... egovernment has definitely become a key component of government modernization strategies." (ibid) These efforts in European countries indicate impressive strides in the implementation and management of electronic technology to increase the viability and effectiveness of government

The deployment of electronic service delivery platforms, electronic procurement and solutions to enable information sharing among government agencies is being progressively complemented by actions aimed at modernizing and integrating back office functions to ensure maximization of efficiency and closing the digital divide and promoting services to ensure citizens take advantage of them. (ibid)

However, other developing counties such as India have not achieved this state of implementation."

While the Indira Gandhi Conservation Monitoring Centre was intended as a national information provider, yet despite a year of planning and analyses"...these information systems never became operational, and the whole initiative collapsed shortly afterwards." (Heeks, R. 2003)

South Africa is another developing country which has achieved partial success in the integration of electronic government in some respects. "A set of touch-screen kiosks was created for remote rural communities in South Africa's North-West Province. These were initially well received. However, the kiosks' lack of updated or local content and lack of interactivity led to disuse, and the kiosks were removed less than one year later." (ibid)

The United Kingdom is a good example of the way that electronic government and the use of technology have been implemented in a considered and organized way. The success in this country can be attributed to the way in which the various critical areas such as marketing, communication and local government involvement were coordinated.

Westminster has required each local council across the UK to produce blueprints called Implementing Electronic Government (IEG) statements, showing how they plan to introduce eGovernment and....The deployment of electronic service delivery platforms, electronic procurement and solutions to enable information sharing among government agencies is being progressively complemented by actions aimed at modernizing and integrating back office functions to ensure maximization of efficiency and closing the digital divide and promoting services to ensure citizens take advantage of them. (Bringing government closer to the people)