International Best Practice in eGovernment
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Fifth Edition of the Sultan Qaboos Award for Excellence in eGovernment in Muscat, Oman, on 11-12 January 2016
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International Best Practice in eGovernment
- 1. International Best Practice in eGovernment Dr. Julia Glidden 21c Consultancy Muscat, Oman 11 January 2016
- 2. UN Four Stages of Online Services
- 3. Institutional & Technical Enablers
- 4. Areas For Online Assessment
- 5. National Portal Audit vs UN Top 10
- 6. Oman.om vs. International Best Practice
- 8. France
- 9. France: Key Benefits Links to Personal Data, Accessibility, Quality, Stats Clear intuitive service categories from the start Cleaner layout and presentation of information Audience segmentation by user type available Prominent search function Easy access to online forms
- 10. Singapore
- 11. Singapore: Key Benefits Prominent crowdsourcing/ co-creation function Simple search takes user direct to relevant services Clear access to Open Data & eParticipation portals Clear uncluttered layout
- 12. Canada
- 13. Canada: Key Benefits Simple clear access to key service areas Clear positioning of open government policy Engaging use of images Links to eParticipation and innovation features
- 14. • Clean and compelling use of graphics Convey forward thinking and innovation Feature Mobile & Apps • Simple, clear & consistent access to key online services Categorise services by areas Clearly distinguish between access to online information and transactional services • Prominent featuring of social media and feedback mechanisms Stress continuous engagement Promote co-creation (Beta working) • Clear positioning of Government policy on priority areas Open Data & Government Open Innovation & Co-Creation Transparency Key Lessons Learned
Notas do Editor
- As the above diagram shows, migration from Stage 1 to Stage 4 entails a progressive journey from the simple provision of online information through to the delivery of a fully transactional and networked digital presence that is open, collaborative and citizen centric. Somewhat counter-intuitively, however, UN research indicates that progress is not always strictly linear: whereas the global mean score for Stage 4 - Networked Presence – is 27%, the global mean score Stage 3 – Transactional Services – is just 22%. This discrepancy is attributed, in part to the fact that delivering deep back office transactional service integration (which requires robust online security, identity management, payment systems and close channel coordination) is inherently more challenging than the social-media based information sharing, inquiry and consultation features that characterize Stage 4. Nevertheless, national governments must continuously strive to deliver on both stages in tandem in order to stand amongst global leaders.
- Size, geographic location and governmental structure often influence the exact manner in which governments around the world implement eGovernment. Regardless of these variables, however, global best practice, as reflected in the UN eGovernment Survey as well as other International assessment mechanisms, universally recognise 6 key enablers Thanks to clear leadership from above and the eOman strategy Oman has the fundamental prerequisites for success in place – without these elements nothing else matters Oman also has the key technical enablers in place The challenges, as for most countries, is to consistently implement the strategy , vision & technology across the whole of government, whilst constantly striving to keep ahead of rapidly emerging trends
- eGov will increasingly be fueled by: Mobile, Data/APIs, Geolocation As the online world becomes Mobile, Laptop sales decrease in favour of Tablets Almost half a billion tablets will ship in 2013 and 2014 alone Worldwide sales of smartphones exceeded those of feature phones in early 2013. As of July 2013, 90% of global consumer handset sales are attributed to the purchase of iPhone and Android smartphones. Mobile: ‘Smart Phones are Smart and they are getting Smarter’ Always on, always active – with web apps overtaking social media and sms accorging to a Google Home Grown study on advanced mobile trends - http://www.gstatic.com/ads/research/en/2011_Advanced_Global_Mobile_Trends.pdf APIS – Sharing, data - Without APIs, more than “half of the major technological trends could not be possible. That is important. That tells you something,” Krohn said. GeoLocation: CIO Magazine’s Next Software Frontier – enables immediate personalisation and identification
- As the international leader in the 2014 OSI, France was chosen as a best practice exemplar of deep citizen-centric, back office service integration.
- The Service Portal: Directs individuals, businesses and associations to relevant services by event as well as by subject Invites ideas about administrative simplification Connects citizens with current debates and consultations and Facilitates interaction with government through single sign on Key user interface features of the service portal include: Clear access to key services by thematic categories Clear access to information Clear access to eParticipation facilities Segmentation by user type
- Like France, Singapore separates its National Portal from its Service Portal – www.ecitizen.gov.sg. Unlike France, the service portal is stripped down to the bare essentials, enabling any user – regardless of their level of digital literacy - to access services and information quickly and easily.
- Key user interface features of the service portal include: Clean, uncluttered home page Dominance of a simple, easy to use search bar for access to services and information A prominent Crowdsourcing/co-Creation function Clear access to Open Data and eParticipation Portals
- Of the 3 portals assessed, the Canadian National Portal provided the closest analogy to the Omani portal as both provide access to online services via a National Portal. Despite the wide of array of content, the Canadian National Portal is marked by its clear and simple front office layout and presentation and strong focus on openness and innovation
- Key user interface features of the national portal include: Simple and clear access to key service areas Clean and compelling use of graphics Clear access to Open Data, eParticipation, and innovation features Clear positioning of Open Government policy