Www.e-envoy.gov.uk What eGovernment is for - Redefining the Vision Moira Atkinson Office of the...

www.e-envoy.gov.uk

What eGovernment is for - Redefining the Vision

Moira Atkinson

Office of the e-Envoy

September 2002

What ise-government

for?

Delivery is at the heart of our agenda for transforming

government, and e-government is one of the most powerful

catalysts we have for achieving that transformation.

Tony BlairPrime Minister

Transforming the experience of service

users

Transforming the effectiveness of

government interventions

Transforming the efficiency of government

Not the online world

just

Business change drives benefits realisation for government – and for

service users

So what’s happened?

Lots of good things

We have already done a lot

• Over 50% of central government services are now online – 74% forecast to be online by end 2002, almost all by 2005

• English local authorities expect over a third of services to be online by 2002, and full coverage by 2005

• UK online portal providing a single route into government

• Government Gateway delivering world-leading integration and authentication

That’s not enough

2138 .gov.uk domains

registered

No sign of critical mass

No common design or navigation

Limited transactions

No customer focus

People are doing things on line

28%Personal banking/financial investment activities

42%Buying or ordering tickets/goods/services

56%General browsing or surfing

73%Using e-mail

74%Finding information about goods and services

Purpose of internet use as a proportion of all adults who have accessed the internet. Respondents could give more than one answer.

Source: National Statistics Omnibus Survey February 2002

But use of government services lags behind

19%Using or accessing government/official services

We succeed only if services are used

• Too many services have been producer driven

• e-Government introduces choice – often for the first time

• New channels must be designed to meet customers’ needs – or they will not be used

• Need for real innovation – not superficial automation

Ineffective• Fragmented services• Government isolated from the

rest of life• Irrelevant and backward looking• Users aren’t there

Integrated• Government presents a single

face - drawing on the supplier base to create a tailored product

• User needs to state a problem

Invisible• Government is part of life• User doesn’t have to do

anything - it just happens

Indifferent• You can do your business with

government online• but it’s fragmented and

inconsistent • User needs to provide the

connections

Challenge: get above the line, and stay there

How do we organise to

deliver?

Ser

vice

s • The delivery priorities

– Health, education, crime,

transport

• High transaction volumes

• Scope for high takeup

Focus on key services which will drive take-up and reap efficiency savings

• Services not delivered• Services delivered, but not used

– Services not compelling because developed in isolation

– Critical mass not achieved

• Services delivered, but at excessive cost

Risks and issues

Identify risks and issues for the programme as a whole and manage them coherently across government

Organising to deliver

Programme board

Services

Ris

ks a

nd is

sues

PM

PSX(E) CSMB

OGC

HMT

OeE

But government should not go it alone• e-Enabling services makes it easier to

– Establish one stop shops covering a range of

services

– Encourage a range of providers to provide

government services – from CABx to supermarkets

– Bundle government, voluntary and commercial

services to meet customer needs

• Any of which may need private and public sector service providers to work together to meet the needs of service users

Job Centre

CABx Bank Yahoo AAPost

OfficeUK

online

Rules Rules

Gateway and authentication

Tax Benefits VEDPass-port

Driving licence

Child-care

Planning

Ensure departments meet the Prime Minister’s targets for electronic service delivery:

25% capability by 2002 and 100% capability by 2005.

Moving the target forward

Cabinet Office PSA, 2000

Ensure departments meet the Prime Minister’s targets for electronic service delivery:

25% capability by 2002 and 100% capability by 2005, with key services achieving high levels of use.

Moving the target forward

Cabinet Office PSA, 2002

www.e-envoy.gov.uk

Moira Atkinsonmoira.atkinson@e-envoy.gsi.gov.uk

www.e-envoy.gov.uk