Klip fra tale i EU om e-government

[Anne Østergaard <sslug@sslug>]

Tale i EU om e-government

http://europa.eu.int/information_society/eeurope/egovconf/documents/eGovernm
ent%20Conference%20-%20Speech%20of%20Vivienne%20Jupp.doc

Klip fra tale i EU om e-government

Summary;

"So what are the lessons?

1.      Think Big, Start Small, Scale Fast ... have a vision, identify
the
right customers and services, start small and be prepared to learn and
adjust as you go, then roll further services out to ever larger user
groups
...
2.      Top-level commitment is required ... there is much opposition to
change ... so senior sponsorship and leadership is critical ...
3.      Go in with a sound business case coupled with realistic
expectations
... underpinned by milestones, metrics, benchmarking and progress
reporting
...
4.      Know your customer ... understand and manage this relationship
...
take a customer service orientation, focussing on intentions and life
events
as the mechanism ... Customer Relationship Management (CRM) needs to be
at
the heart of the solution ...
5.      Encourage usage ... it does not come automatically ... if you
build
it, this does not mean they will come ... today, usage is low, in
particular
among citizens ...
6.      Back office integration is in its infancy ...
7.      Focus on connection across government to provide a single face
to
citizens and business ... examples this are rare ...

You can and must learn from each other ... 

The commitment to eGovernment continues ... but there are challenges on
the
road ahead ... the big ones are ...

1.      To provide one face to their customers through real integration
within and across departments ...
2.      To examine integrated management processes and assess different
funding models ... including public/private partnerships ...
3.      To engage citizens in order to drive up usage - this can be
achieved
through taking a citizen's point of view and thinking about how to make
the
citizen's life easier ...
4.      To have identification and authentication of citizens, but this
is
either not yet resolved or faces legislative hurdles ...
5.      To address security concerns, but remembering that security must
be
appropriate to the service ...

After a period of planning, governments are getting down to business ...
reality is catching up with rhetoric ... practice is living up to
policy... 
BUT ... there is still much to do ... governments have a long way to go
to
reach online maturity ...

The modern customer wants choice, convenience and control over the
relationship with government ...

If implemented correctly, eGovernment can drive up customer service
levels,
lower costs and cut across traditional departmental boundaries to
deliver
truly connected citizen- and business-centric government ...


Thank you for your input and cooperation"

Anne
-- 
Anne Østergaard, sslug@sslug http://www.sslug.dk