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Introduction to E-Government

N.M.S.A. Bandara

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Digital World
Key active bodies
• eCommerce
– Development of Enterprise
information and value
exchange among enterprises
• eGovernment
– Development of Government
Information and service
delivery
• Society
– Users of information and
transactions by eCom and
eGov.
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e-Government
•e-Government is generally defined as being the use of digital
technologies to transform government operations in order to
improve effectiveness, efficiency, and service delivery¡± (Source:
Mark A. Forman, - Using it to transform the effectiveness and
efficiency of government, June 2005)

•e-Government is not a single event in short period of time but a

long-term evolutionary process of transforming government to
focus on citizen services.

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e-Government
• Develop multi-channel single window common
service delivery infrastructure, including physical
citizen service centers and other public access points
such as telecenters, call centers, web portals and
mobile Portal.
• Implement measures enhancing public trust in ICT-
enabled transactions and all other interactions in the
digital environment. Encourage development of
relevant, compelling, user-friendly online and mobile
content, including so called killer applications.

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e-Government Definition (Continued)

• Government at Online Service • Paperless Government

e-Government

• Knowledge-based Government • Transparent Government

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e-Government models

G2G
G2C G2B
G2E

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e-Government Domains (Riccard Heeks)

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e- Government Domai ns

1.eAdministration ; Improving Government

Processes (Paperless Office):

 Cutting Processes Costs

 Managing Process performance
 Creating empowerment
 Making strategic connection in government
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e-Government Domains
2. eSrvices : Connecting Citizens ( non-
commercial services (online))

Talking to citizens
Listening to citizens
Improving Public Service
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e-Government Domains
3.eParticipation: Building
External Interactions:( ICT-
supported participation in processes
involving government and citizens)

 Working better with business

 Developing communities
 Building partnership

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Four Pillars of e-Government

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E-Government concept

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From Compartmentalization to Joined up

Physical channel
Dept A Dept A
Web enabled physical
Government channel

Physical channel
Dept B Dept B

Government e-services
Physical channel
Dept C Dept C

Private
Physical channel voluntary value
Dept D added services
Dept D

Separate back Joined back

office office
Producer driven Citizen focused
service delivery service delivery

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Advantages of e-Government
services
• 24 hours X 7 days any where
• Choice of delivery channels
• Simple, Moral, Accountable
• Responsive and Transparent
• Confidence and comfort
• Reliable and efficient

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E-Government
Three major tasks;
a) Innovating Citizen Services(G2C)

b) Innovating Business Services(G2B)

c) Innovating the way Government works(G2G)

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e-Government Maturity Model (Lane and Lee model)

Horizontal Integration
Complex

– Systems integrated across

Technical & Organizational Complexity

different functions
– Real one-stop shopping for
citizens

Vertical Integration
– Local System linked to
higher-level systems
– Within smaller functionalities

Transaction
– Service & forms online
– Working database Supporting
online transactions

Catalogue
– Online presence
– Catalogue presentation
– Download forms
Simple

sparse Integration Complete

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e-Government Maturity Model

(General Model)

• Stage 1 : Emerging web presence

• Stage 2 : Enhanced web presence
• Stage 3 : Interactive web presence
• Stage 4 : Transactional web presence
• Stage 5 : Fully Integrated web presence
(Seamless)

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Emerging web presence

• Government websites that serves as a basic

public information source, indicated by
FAQs, contact information and other static
information about the agency.
• Independent official sites with limited
information.

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Enhanced web presence

• Government websites that serves both basic
static information and document resources
that may be easily downloaded.

• This provide facilities to site search and e-

mail for queries / comments.

• Content is updated with grater regularity

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Interactive web presence

• Government websites that acts as a portal,
with links to related sites. Users of this
websites can search specialized databases
and download or submit forms online.

• Users can interact through the web and

make appointment and requests.

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Transactional web presence

• Government website that will allow users to

directly access services based on specific
needs.
• Users are also able to conduct complete and
secure financial transactions online.

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Fully Integrated web presence

(Seamless)
• This is a country website where all services
and links can be done through a single
central portal and where all transactional
services offered by government is made
available online through a single integrated
site.
• Fully integration of e-servicers across
administrative & departmental boundaries
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Anticipated Benefits
• Government agencies will
become more flexible and
responsive: Because modern
information technology allows
real-time communications and
synchronous or parallel
processing.
• e-government operating
procedures can overcome the
restrictions of departmental
boundaries, organizational
levels, geographical locations,
and administrative districts.
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Anticipated Benefits
• Deliver on the promise of "Streamlined Government" and
"Seamless Government."

• Government decision-making will become more public

oriented and sensitive to citizens' needs. Government will
consequently become more flexible and responsive, and able
to react faster to the development of society

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Anticipated Benefits
• Promote government data sharing, enable online application
services,
– Improve administrative efficiency, cut the wasted time and effort of
citizens travelling to and from government offices,

• Conserve government agencies' human resources and social costs.

• Providing of variety of channels to the public for speedy, real- time,

integrated services.
– The government's online service network will be accessible at all times
and in almost all places. Online information and application services
will reflect innovative government operating methods and improved
administrative procedures.

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Why e-government projects fail

1. Lack of internal drivers
2. Lack of vision and strategy
3. Poor project management
4. Poor change management
5. Dominance of politics and self-interest
6. Poor/unrealistic design
7. Lack of requisite competencies
8. Inadequate tech infrastructure
9. Technological incompatibilities
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e-Government Development Index (EGDI)

• The EGDI presents the state of E-Government Development of
the United Nations Member States.
• EGDI assess the website development patterns in a country,
and study the access characteristics, such as the infrastructure
and educational levels, use of ICT to promote access and
inclusion of its people.
• The EGDI is a composite measure of three important
dimensions of e-government, namely: provision of online
services, telecommunication connectivity and human capacity.

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e-Participation index (EPI)

• The e-participation index (EPI) is derived as a
supplementary index to the UN E-Government
Survey.
• It is focusing on the use of online services to facilitate
provision of information by governments to citizens
(“e-information sharing”), interaction with
stakeholders (“e-consultation”), and engagement in
decision-making processes (“e-decision making”).

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Top 10 countries in 2018

Country Name Rank E- E- Online Human Infrastruc
Governm Participat Service Capital ture
ent Index ion Index Index Index Index
Denmark 1 0.915 1 1 0.9472 0.7978
Australia 2 0.9053 0.9831 0.9722 1 0.7436
Republic of Korea 3 0.901 1 0.9792 0.8743 0.8496
United Kingdom of
Great Britain and
Northern Ireland 4 0.8999 0.9831 0.9792 0.92 0.8004
Sweden 5 0.8882 0.9382 0.9444 0.9366 0.7835
Finland 6 0.8815 1 0.9653 0.9509 0.7284
Singapore 7 0.8812 0.9663 0.9861 0.8557 0.8019
New Zealand 8 0.8806 0.9831 0.9514 0.945 0.7455
France 9 0.879 0.9663 0.9792 0.8598 0.7979
Japan 10 0.8783 0.9831 0.9514 0.8428 0.8406

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Top 10 countries in 2020

Country Name E- E- E- Online Human Telecommunic
Governme Governm Participat Service Capital ation
nt Rank ent Index ion Index Index Index Infrastructure
Index
Denmark 1 0.976 0.964 0.971 0.959 0.9979
Republic of Korea 2 0.956 1 1 0.9 0.9684
Estonia 3 0.947 1 0.994 0.927 0.9212
Finland 4 0.945 0.952 0.971 0.955 0.9101
Australia 5 0.943 0.964 0.947 1 0.8825
Sweden 6 0.937 0.821 0.9 0.947 0.9625
United Kingdom of
Great Britain and
Northern Ireland 7 0.936 0.976 0.959 0.929 0.9195
New Zealand 8 0.934 0.988 0.929 0.952 0.9207
United States of
America 9 0.93 1 0.947 0.924 0.9182
Netherlands 10 0.923 0.964 0.906 0.935 0.9276
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EGDI & EPI position of Sri Lanka in

world Rank
Year EGDI Rank EPI Rank
2012 115 109
2014 74 33
2016 79 50
2018 94 85
2020 85 66

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E-Government Services in Sri Lanka

Department of Immigration & Emigration and the Foreign

Employment Bureau

Status tracking of;  Payment Services (G2B)

 Visa Issuance Applications  Online profile bank
 Birth/Citizenship Registration  Foreign Job Opportunities
Applications  View Exam Results
 Passport Applications

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E-Government Service in Sri Lanka

Department of Labor (EPF), Department of Motor Traffic and

National Transport Medical Institute

 Online reservation of vehicle  View and change EPF profile

numbers  View EPF account details
 View vehicle information  View refund status
 View last issued vehicle  View housing loan details
registration number  View claim approval status
 Online appointments for NTMI
 Validate NTMI medical
certificate details

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e-Government Service in Sri Lanka

Sri Lanka Railway  Online reservation of seats in intercity and express

trains
 Online purchasing of Tender documents
Tea Small Holdings  Online application for subsidiary
Development Authority  Inform completion of land preparation (SMS)
 Inform deposit of payments (SMS)
 Online Permit information inquiry
 Online Extension service
Sri Lanka Tea Board  Reasonable price enquiry (SMS)
 Online Elevation average price enquiry
Government Factory  Online purchasing of Tender Documents

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e-Government Service in Sri Lanka

Employee Trust Fund Board  Online checking of employee ETF account

(ETF) balances
 Confirmation of payment readiness

Mahaweli Authority  Reservoir water levels alerts

Election Secretariat  Online voter registration enquiry

 Online submitting of complaints

 Crop Price Information from economic

Private-Public-Partnership (PPP)
centers

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Any questions ?

Thank you

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