Vision and Valuation of a Citizen-Centric Shared Information Portal

The administrative burden the government puts on citizens is substantial, whereas, generally speaking, service levels are low and a ‘customer’ orientation is lacking. There is a growing understanding that e-government can play an important role in tackling these issues by better exchange of information and electronic availability. This paper reports on the development and evaluation of an e-government vision as part of a strategic planning trajectory for the social security sector and other government agencies in the Netherlands. The vision approaches governmental service delivery from the citizen viewpoint and helps governmental organisations to take service- and citizen orientation to a higher level. The concepts used in the vision were tested by boardroom sessions as well as a survey, and has become the guiding principles for a number of e-government developments

ITALY’S ONE-STOP BUSINESS SHOPS: WHY ‘INNOVATION BY LAW’ IS A CAR WITHOUT WHEELS

Lean administrative procedures and One-Stop Shops are key drivers of bureaucratic simplification and to ease the administrative burdens on business and industry with the ultimate aim of making a country more competitive and of spurring its economic growth. The paper investigates the case of Italy’s One-Stop Business Services and Information Shops and why it has taken 15 years and a stream of legislation to get the municipalities to implement the concept. The paper assesses whether the Italian government’s One-Stop Business Shop (‘SUAP’) programme has effectively lightened the administrative load that weighs on the country’s enterprises and then analyzes its implementation. A critical discussion of the “innovation by law” approach taken by the Italian government to not only the setting up of the One-Stop Business Shops, but also to diffuse e-government (i.e., the National Action Plans for e-Government) seeks to shed light on the problems that continue to dog e- Government implementation in Italy

A Click And Bricks Strategy For eGovernment

Two of the central challenges of e-government are the need for "joined-up" government through agency collaboration, and the need to provide "citizen-centred" government, where services and information are integrated at the point of delivery. Electronic service delivery provides the hoped for panacea to enable not only administrative efficiencies in the functions of government, but also services that are centred on the needs of the citizen. The implementation of e-government however, presents challenges regarding the achievement of inter-agency collaboration and highlights the importance of developing multiple access channels. This paper reports from an in-depth case study detailing first, the strategy the Irish government adopted for electronic service delivery and second, provides detailed analysis from the pioneering efforts of an individual county council into agency collaboration and a unique method of service provision. Two survey questionnaires conducted with staff of the county council and citizens of the county, reveal critical success factors in developing inter-agency collaboration and raise important concerns expressed by citizens into data privacy, social inclusion and the digital divide

A Click And Bricks Strategy For eGovernment

Two of the central challenges of e-government are the need for "joined-up" government through agency collaboration, and the need to provide "citizen-centred" government, where services and information are integrated at the point of delivery. Electronic service delivery provides the hoped for panacea to enable not only administrative efficiencies in the functions of government, but also services that are centred on the needs of the citizen. The implementation of e-government however, presents challenges regarding the achievement of inter-agency collaboration and highlights the importance of developing multiple access channels. This paper reports from an in-depth case study detailing first, the strategy the Irish government adopted for electronic service delivery and second, provides detailed analysis from the pioneering efforts of an individual county council into agency collaboration and a unique method of service provision. Two survey questionnaires conducted with staff of the county council and citizens of the county, reveal critical success factors in developing inter-agency collaboration and raise important concerns expressed by citizens into data privacy, social inclusion and the digital divide