Monitoring and Measurement of Digital Inclusion: A Critical Analysis of Key Global Frameworks

Taking up the challenge laid down by the High-Level Panel on Digital Co-operation to develop a global framework for measuring digital inclusion, this paper analyses ten current international and national attempts to measure and monitor digital inclusion. Two key questions are asked: What indicators of digital inclusion or inequality exist in current international initiatives? What, if any, are the weaknesses of current indicators to support strategic and practical decision making facilitating digital inclusion? Collectively the ten initiatives include 303 indicators, with access, (127 indictors), skills (62), use (50) and supporting environment (29) emerging as dominate clusters. Skills related to the digital age such as digital competence, critical thinking, innovation, and entrepreneurship are limited. Sup-porting elements such as financial inclusion, online identification, security, and trust are largely missing. Focus is on country level data and comparisons. User specific and geographical segmentation of indicators is rare thus limiting their value to decision makers in pinpointing areas, communities, and individuals at risk of digital exclusion

eGovernance frameworks for successful citizen use of online services: A Danish-Japanese comparative analysis

The use of Information Communication Technology (ICT) by the public sector is often highlighted as a key tool for the transformation of public sector service delivery. Recent literature reviews have highlighted the limited understanding of the role played by governance, inter-governmental decision making and cooperation when introducing ICT solutions and online services to citizens. As part of a larger qualitative, multi-country comparison, this article compares the Danish and Japanese approaches to electronic governance (eGovernance) and inter-governmental cooperation to answer the question: Does a strong governance model and high level of intergovernmental action lead to the successful supply and use of online citizen services? The analysis finds that the two cases support academic arguments in favour of a strong eGovernance model and a high level of inter-governmental cooperation and decision making.  The article finds that a political- or public sector-driven and motivated public sector modernisation, a consensus seeking and an inter-governmental approach to eGovernment, trust between actors, and the role of formal and informal are important determinants for success, as illustrated by the continued strength of the Danish governance and joint-governmental cooperation model over the more fragmented Japanese approach. Still, both countries would benefit from a more holistic approach to service delivery, process, and organisational reengineering in order to progress further.The analysis finds that the two cases support academic arguments in favour of a strong eGovernance model and a high level of inter-governmental cooperation and decision making.  The article finds that a political- or public sector-driven and motivated public sector modernisation, a consensus seeking and an inter-governmental approach to eGovernment, trust between actors, and the role of formal and informal are important determinants for success, as illustrated by the continued strength of the Danish governance and joint-governmental cooperation model over the more fragmented Japanese approach. Still, both countries would benefit from a more holistic approach to service delivery, process, and organisational reengineering in order to progress further.

The Exercise of Mandate:How Mandatory Service Implementation- Promoted the Use of E-Government Services in Denmark.

Danish e-government has for two decades been considered a global leader. Among the various reasons for this Danish success, this article explores the mandatory online self-service and digital post initiative (2012-2015) as one of the effective, strategic contributions in increasing the wider penetration and use of digital public services in Danish society. Although the mandatory shift to digital service could have caused negative reactions from public servants and citizens, this was not the case in Denmark. By reviewing a set of mandatory digital public services in the Danish context, four key aspects are identified as essential drivers. That is: pride as citizens, high levels of trust and privacy, usability and accessibility of e-government services, and informal support by family and community. The article discusses the four supportive prerequisites as keys for enforcing the implementations, which could otherwise be seen as national coercive dirigisme

Administrative burden reduction over time: Literature review, trends and gap analysis

Burden reduction is a key issue in modern public administrations’ and businesses’ agendas. Compliance with mandatory regulations can have a direct impact on a country’s economic performance, growth, and development. Research in this area, contributes to a better understanding of the implications and context of administrative burden, and increases the efficiency of the strategies adopted to reduce it. The goal of this study is to undertake a review of the current state of the art on Administrative Burden Reduction (ABR), in order to gain a deeper insight about the subject, identify current gaps, and better plan for future research. A total of 122 papers were identified as relevant, out of a pool of 742 papers retrieved from the current literature. The relevant papers were analyzed across four dimensions: methodology, type and focus, and targeted stakeholders. Three key gaps were identified and discussed in relation to: citizen orientated services and burden reduction; empirical research and post-initiative re-evaluation; and, the role of stakeholders, interest groups and end-users in driving ABR. Lastly a conceptual framework model and next steps are proposed.“SmartEGOV: Harnessing EGOV for Smart Governance (Foundations, methods, Tools) / NORTE-01-0145-FEDER-000037”, supported by Norte Portugal Regional Operational Programme (NORTE 2020), under the PORTUGAL 2020 Partnership Agreement, through the European Regional Development Fund (EFDR

Public Services 2.0: The Impact of Social Computing on Public Services

This report presents the findings of the study on "Public Services 2.0: The Impact of Social Computing on Public Services" conducted by TNO and DTI on behalf of IPTS from 2008 to 2009. The report gives an overview of the main trends of Social Computing, in the wider context of an evolving public sector, and in relation to relevant government trends and normative policy visions on future public services within and across EU Member States. It then provides an exhaustive literature review of research and practice in the area of Social Computing and identifies its key impact areas in the public sector. The report goes on to discuss four case studies of Social Computing-enabled communities in different areas: education (Connexions), health (Doctors.net.uk), inclusion (PatientsLikeMe) and governance (Wikileaks). This is followed by the findings of a scenario-building exercise in which two alternative scenarios were developed and related future opportunities and risks discussed. Additionally, the report presents the results of a cross-case analysis and an ad-hoc online survey which identifies the level of usage, the general characteristics and the key drivers of Social Computing for public services. The report concludes with a summary of research challenges and policy-relevant recommendations. Evidence from the study indicates that Social Computing technologies, applications and values have already been adopted in many areas of government activity. Social Computing affects several aspects of public service, related to both the front office (citizen-government relations) and the back office activities of public administrations. Social Computing is leading to new forms of ICT-enabled participation, capable of enhancing users¿ social awareness and involvement. Social Computing is also transforming relationships and ways of working within and between public sector organisations and opens the way to innovative service delivery mechanisms.JRC.J.4-Information Societ

Interoperability at Local and Regional Level – A Logical Development in eGovernment. EIPAScope 2006(1):pp. 38-43

The digitisation of processes and services within public administrations has for some time been of increasing importance as a means to increase the efficiency and quality of services. It is therefore paramount that IT systems and databases can communicate with one another in a manner that ensures that data transfers can be interpreted by the recipient. The importance of this is illustrated by the high priority placed on eGovernment actions in the eEurope 2005 Action Plan and the Ministerial Declaration following the high-level Ministerial eGovernment Conference (Como, Italy) in July 2003, which recognised that the “…cooperation required to develop pan-European services depends in part on the interoperability of information and communication systems used at all levels of government…”. This, in addition to the 2003 eGovernment Communication (1) identifying the need for the development of an interoperability framework to support the delivery of eGovernment services to citizens and enterprises, led the European Commission to launch the Modinis (2) calls for tenders in 2004

Georgia on My Mind: A Study of the Role of Governance and Cooperation in Online Service Delivery in the Caucasus

Part 2: Service DeliveryInternational audienceGeorgia’s achievements in public sector modernisation have been lauded, since 2004, for their ability to increase transparency, fight corruption, ease the way of doing business and improve public service delivery to citizens. Information Communication Technology (ICT) played an important role as an enabler of public sector reform. Despite this, research into the Georgian model of governance and inter-governmental cooperation is extremely limited. Similarly, literature reviews have, in recent years, pointed out limitations in the understanding of technology use in public service delivery and, particularly, the role governance, cross-governmental decision making, and cooperation play when introducing ICT solutions and online services to citizens. As part of a larger qualitative, multi-country comparison, this article analyses the Georgian approach to electronic governance (eGovernance). The analysis highlights the influence of politically motivated and driven public sector reforms underpinned by ICT use for better service delivery, transparency and a fight against corruption in the period 2004–2012. Despite early success in relation to ICT infrastructure, standards and roll-out to key enablers, the article finds that the electronic government (eGovernment) eco-system is fragmented and that the use of public and private online service (eService) is limited, despite high internet penetration and usage. The key barrier found is the lack of an effective governance and inter-governmental cooperation model to improve cooperation between government actors (e.g. data collection, quality and reuse, shared infrastructure, systems and service), build on existing infrastructure and enablers to optimize the value-added of earlier investments – particularly in relation to electronic identity management (eID), digital signatures (eSignature) and eServices. Georgia would benefit from a more formalized approach to ICT related programmes and projects by considering an IT-implementation model to effectively manage risk, improve benefit realization and link individual key performance measurements (KPI) to those of the eGovernment strategy and action plan