e-Government Trends and Examples from the EU

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1 egovernment trends and examples from the EU Promoting economic and social reform through informatisation in China 信息化推动中国经济社会发展 Dr. Colum Higgins

2 Content 内容 Trends in egovernment in Europe 欧洲电子政务发展趋势 Best practice cases 最佳实践案例

3 Trends in egovernment in Europe 欧洲电子政务发展趋势 I2010 and EU status World Bank egovernment stages 世界银行电子政务发展阶段 OECD Themes 经合组织 (OECD) 主题

4 i2010 European Information Society 2010 priorities i2010- 欧洲信息社会 2010 优先目标 Completion of a Single European Information Space which promotes open and competitive internal market for information society and media 完成一个单一的欧洲信息空间的建设, 它将促进形成一个为信息社会和媒体服务的开放的有竞争力的内部市场 Strengthening Innovation and Investment in ICT research to promote growth and more and better jobs 加强信息通信技术领域的创新和投资, 以促进经济发展, 创造更多就业机会 Achieving an Inclusive European Information Society that promotes growth and jobs in a manner that is consistent with sustainable development and that prioritises better public services and quality of life. 建成一个融合的欧洲信息社会, 这样信息社会能够促进国民经济和就业机会实现可持续性增长, 能够把提供更好的公共服务及更好的生活质量作为优先目标

5 Online- Development 在线发展 Information 25% 信息 - 50% 25%- 50% One-way Interaction 50% 单向互动 75% 50%- - 75% Full electronic case handling 完全电子化处理 100% 100% Two-way Full online Service 全部在线服务 Interaction 双向互动 75% 100% 75% % Filling out forms Forms 在线填写表格 online Download of 下载表格 forms No online Service 无在线服务 0% - 25% Depth of E- Government 电子政务深度 The online E-Government sophistication in the European Union is 75% 欧盟在线电子化政务完善程度为 75% This indicates an average European maturity level of two-way interaction 指出欧盟电子政务双向互动的平均成熟水平 Source: Cap Gemini 2006

6 World Bank e-government Stages 世界银行电子政务的发展阶段 Presence 展示阶段 It is a passive presentation of general information. 被动展示一般性信息 Has no interactive capabilities. 没有互动功能 Interaction 互动阶段 Offers enhanced capabilities, efforts in this group are still limited in their ability to simple questions. 互动功能有所增强, 但这一阶段的努力, 仍然停留在对简单问题的解答上 Transaction 办事阶段 Complete entire tasks electronically at any time of the day or night. 在白天或夜晚的任何时候以电子方式完成整个任务 Self-service operations for tasks such as license renewals, paying taxes, bids 执照更新缴税投标等任务可以通过自助操作完成 Transformation 变革阶段 Transform how government functions are conceived, organized, and executed. 改变政府职能的认知组织和执行方式 Customer relationship management capabilities 客户关系管理功能 Currently, there are few 目前, 很少 Seamless flow of information and collaborative decision making between federal, state, local, public, and private partners. 联邦政府州政府地方政府公众和私人合作伙伴之间实现信息无缝流动和协作决策 Source: World Bank 资料来源 : 世界银行

7 OECD Recent Trends (Organisation for Economic Co-operation and Development ) 经济合作与发展组织最新动态 User-focused e-government 以用户为中心的电子政务 Multi-channel service delivery 多渠道的服务 : Approaches to common business processes 共同业务流程处理方法 : The business case for e-government 企业的电子政务 : E-government co-ordination 电子政务的协调 :

8 Different focus points in EU Member States 欧盟成员国的不同侧重点 Germany Finland France United Kingdom Focus on seamless secure, legally binding and trustworthy transactions, using verified electronic signatures as far as possible and necessary 尽可能的在必要时运用经过验证的电子签名进行安全无漏洞的有法律约束的和可信赖的交易 Pragmatic, problem-oriented approach with a focus on promoting regional economic and public participation 应用实用的问题导向的工作方法, 以促进地区经济和公众参与为重心 Strengthening of civic society and the citizens, low importance of business companies, centralisation of central applications 加固城市社会和市民建设, 降低商业公司重要性, 集中关键应用 Strong customer orientation, subsidy policies systematically include cooperation between local communities 加强顾客导向, 包括津贴政策的系统性的本地社团合作 The Netherlands Effective and transparent administration, customer orientation 有效的和透明的行政管理, 顾客导向 Denmark Reduction of administrative overheads for businesses, centralization of shared services, productivity increases

E-Government Good Practice cases in the EU 欧盟的电子政务最佳实践案例 United Kingdom 英国 DirectGov South Yorkshire e@sy Connects Benefits Express Halton

9 E-Government Good Practice cases in the EU 欧盟的电子政务最佳实践案例 United Kingdom 英国 DirectGov South Yorkshire Connects Benefits Express Halton Germany 德国 HamburgGateway Denmark 丹麦 VIRK Commerce Platform VIRK 商务平台 eawards Good Practice Cases 电子奖励最佳实践案例

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11 United Kingdom DirectGov In 1999 Now 1 in 10 households had internet access Those who didn t have access at home or work had no access Previously most expensive place in the world for internet access 3 in 5 households have internet access the highest level in the G7 99.5% of the population live within 10km of a public Internet access point The cheapest place in the OECD for Internet access Lagged on e-commerce adoption More of our Internet users shop online than in any other OECD country Had no broadband market (with Dynamic broadband market with 7.5 take-up at 0.1% - 24th out of 32 OECD countries) million households Most schools had no Internet; school ICT was for ICT skills All schools use the Internet; ICT is for education E-government services were fragmented, with low take-up The UN benchmarks us as first in the world for online citizen engagement

12 Click to add title 1999 年现在一成的家庭能够上网在家或上班不上网是因为没有条件上网的人西方七国集团中达到最高水准, 六成的家庭能够上网公众因特网接入点把 99.5% 的居住人口覆盖在 10 公里半径范围内以前全球上网最昂贵的地方我们是经济合作与发展组织中上网最便宜的国家我们在电子商务利用方面落后了经合发组织国家中, 我国网民上网购物的比任何其他国家都多我们没有宽带市场 ( 初始普及率只我们 750 万个家庭成为是世界上最有活有 0.1%, 在 32 个经合发组织国家中排力的宽带市场名第 24) 大多数学校没有接入因特网 ; 学校的信所有的学校都使用因特网 ; 信息与通信息和通信技术课程那是为了培养信息和通信技术技能开设的技术就是为教育而准备的, 属于教育的基础手段开展电子政务的政府部门力量分按联合国的标准, 我国的网民普及率列散, 起点低为世界第一

14 Impact rapidly increasing take up Users per 100 population US UK UK without Directgov /2 2002/3 2003/4 2004/5 2005/6 2006/7 Impact of citizen-centric portal FirstGov design against UK online the best UK online traditional (forecast) portal DirectGov Source: Gov3 using government data

trust and security using it Public Sector Motivation I see real benefits from use of ICT which are directly relevant to my life

15 1 2 Critical Success Factors Citizencentric approach Integrated strategy Legal, regulatory & fiscal framework Employers Access I have easy and affordable Access to ICT Home Work Community ICT Vendors Confidence I have all the skills I need to use ICT, and I feel trust and security using it Public Sector Motivation I see real benefits from use of ICT which are directly relevant to my life Digital content service providers Voluntary & community organisations Government as a market actor Market enabling 3 Cross-sectoral partnership

16 关键性的成功因素 1 以平民为中心的方法接入访问我在使用信息与通信技术时觉得既方便又便宜在家上班社区激励因素我从信息与通信技术的使用当中看到了实惠, 直接关系到我的生活雇主信心数字化内容服务商 2 整合战略 Legal, regulatory & fiscal framework 信息与通信技术供应商使用信息与通信技术需要的所有技能我都掌握了, 而且我觉得用起来有种信赖感和安全感公用部门自愿者与社区组织 Government as a market actor Market enabling 3 跨部门的合作

17 Traditional e-government is not citizen-centric 传统的电子政务并没有以平民为中心 Thousands of government websites, all organised round structure of government not needs of customer 成千上万的政府网址形成政府的圈式结构, 不关顾客消费者什么事 Confusing customers with agencies competing to provide similar services 迷茫困惑的客户 -- 经销代理商争相提供同类的业务 Replicating the offline offer, rather than exploiting the benefits of technology 重复网下服务的努力, 而不是充分利用技术的成果 Incoherent or inadequate branding and marketing 要么品牌支离破碎, 要么市场不充分 Absence of systems to learn about the customers government do have, so they can offer them targeted services 政府缺乏了解顾客的制度, 因而无法为他们提供有针对目标的业务 Putting a portal on top of this does not help! 即使在此之上建立一个门户网站也无济于事!

18 United Kingdom connects South Yorkshire 英国 connects South Yorkshire Aim Service Transformation for ALL 目标 - 面向所有人的服务改革 Citizens surveyed for concerns 就公众关心的问题进行了调查 Life event map created 绘制了生活事件图 Partnership of 4 local government councils, health, transport and voluntary groups 与 4 个地方政府委员会以及卫生运输和志愿者团体建立了合作伙伴关系 Innovative means of access and use through 通过以下新颖的手段来获取和使用服务 Internet 网络 DiTV 数字电视

19 IMPACTS AND BENEFITS 影响和收益 Vast array of direct and indirect impacts some obvious, some not 大量直接和间接影响 - 有些是明显的, 有些不明显 Key to success - engagement, constant monitoring and structured user feedback 成功的关键 -- 积极参与不断监测和调查不同层次的用户反馈 Marketing and Dissemination essential for Take-Up 市场推广和传播对提高服务的使用率非常必要 Effectiveness Gains Missed Doctor Appointments - DECREASE from 13% to less than ½% Jobs Hotline 10 FOLD INCREASE 就业热线使用率增加 10 倍

20 United Kingdom Benefits Express Halton Welfare rights, money advice, council tax benefit, housing benefit Reduced average application processing time from 2 weeks to 48 hours. (15mins in some cases) Resolution at point of contact Reduced correspondence by 75% No re-keying of data 98% total satisfaction rating Staff retraining as generic customer service advisers Existing paper form still in use initially Reused existing back-end system, no changes required Documentation validated in peoples homes

21 英国 Benefits Express Halton 效益特快福利权, 理财顾问, 税收福利, 家庭住房福利申请平均处理时间从 2 星期减少到 48 小时 ( 有些情况下只需要 15 分钟 ) 在联系点上就能把问题解决信件减少 75% 不需要重新键入数据 98% 的总满意率将职员重新培训为一般性客户服务顾问最初现有纸质表格仍然在使用重新使用现有的后端系统, 但需要进行一些改变文件资料在人们家里确认生效

22 The complete mobile on-line office 完全移动式的在线办公室

23 Real time updates in the customers home 在客户家里实时更新

24 Germany Hamburg Gateway 德国汉堡门户 The City and State of Hamburg was in need of a system which has to be easy to use, highly secure and online without requiring extra hardware. 汉堡市和汉堡州需要一个系统, 该系统必须容易使用, 高度安全, 并且不需要额外硬件就能上网 The Hamburg Gateway is the single key infrastructure for all departments of the city and state of Hamburg to make existing and new government services available to the Internet. It offers the following key features amongst others: 汉堡门户是汉堡市和汉堡州所有部门要将现有的和新的政府服务放到互联网上最为关键的基础设施它具有以下重要特点 : Authentication of a customer 客户身份验证 Reliable online processing of payment 可靠的网上支付处理 Secure processing of transactions 安全的交易处理 Secure availability of responses 安全的响应 Integration of existing legacy applications 现有传统应用的集成 Security of applications and the data network 应用系统和数据网络的安全

25 Germany Hamburg Gateway 德国汉堡门户 Impacts and benefits 影响和收益 Single access point 7 days * 24 hours / week 单一登录点, 每周 7 天, 每天 24 小时提供服务 Customers get faster services in a time-saving way 客户可以节省时间的方式获得更快的服务 One infrastructure with different security levels for the different departments 一个基础设施, 对不同部门有不同安全级别 A cost efficient and easy way to bring existing applications online 一种将现有应用放到网上的成本低效率高简便易行的方式 private customers, companies (7.200 company users), government users 私人客户,5.290 公司 ( 公司用户 ), 政府用户 Registry information service: more than 1 million online answers with an average answering time of 77 seconds - saving of 650 weeks working time 注册信息服务 : 提供 100 万以上的在线答案, 平均回答时间为 77 秒 - 节省 650 个星期的工作时间 Co-operation agreement with other states: Schleswig-Holstein and Rheinland-Pfalz 与其他州的合作协议 : Schleswig-Holstein 和 Rheinland-Pfalz

26 Germany Hamburg Gateway 德国汉堡门户

27 Denmark Virk.dk e-portal for all government services to businesses 丹麦 Virk.dk 政府向企业提供所有服务的电子门户 Single entry point for information and services needed by businesses in order to perform almost all administrative tasks 为了完成几乎所有行政管理任务, 企业需要使用的单一的信息和服务进入点 Allows companies to interact with government in a fully automated and integrated process that maximises speed and efficiency 使企业能够在一个完全自动化的集成的过程中与政府进行互动, 最大程度地提高速度和效率 Financed as public-private partnership and operated by private company 以政府 - 私人合作形式出资, 由私人公司经营

28 Conclusions 结论 Organizational change not just IT projects 是组织方面的变革, 不只是 IT 项目 Not standalone, coordinated action required 不是单独存在的, 需要其他方面的协调措施 Relies on legal, fiscal and policy framework 依靠法规, 财政和政策框架的支持 Citizen centric => consultation AND promotion => service uptake + ROI (return on investment) 以公民为中心 = 咨询和推广 = 对服务的使用率和回报率 Continuous process of improvement (You are not finished yet) 是一个不断提高的过程 ( 你还没有完成 ) Please contact us for information 联系信息 chiggins@eu-china-infso.org/info@eu-china-infso.org

Promoting Economic and Social Reform Through ...

egovernment trends and examples from the EU Promoting economic and social reform through informatisation in China Dr. Thomas Hart Email: thart@eu-china-infso.org Content q EU-China Information Society