Dr. Fareed R.El-NaggarPh.D. New York University

Professor & Consultant

Toward an Integrated e. Government Toward an Integrated e. Government Model a System Dynamics OverviewModel a System Dynamics Overview

Government is a large social system in any country. ICT has changed many governments all over the world both LDC's and DC's, however, best

practices show that implementation of E. government is a away from the optimal level needed to allow for total and radical changes in the global

arena.

This paper is aiming at development an integrated e. government model with a multistage paradigm to allow for system implementation and

balanced applications, after the fast growing applications of e. commerce and e. business – ICT is influencing facts of government activities in all

ministries and all level : micro, sectorial and macro.

Networking of suppliers and citizens along with databases and soft wars applications kill both time, place and cost. Smarter government is far

better than handed one.

Partial ICT applications in government is not enough. Total ICT applications are highly requested to secure achieving economic – social

and security goals, objectives and targets. Total e. government requires :

1. Knowledge society

2. Digital economy

3. E. supply chain - global networking ( exchanges, markets and trade points) can be extended to optimize relationships

between government, business and citizens.

Toward an Integrated E. Government Toward an Integrated E. Government Model A System Dynamics Overview Model A System Dynamics Overview

List of ContentsAn Abstract

1. The Integrated e. government model

2. E. government in DC's

3. E. government in LDC's & in Arab Homeland

4. Bridging the e. government gaps

5. The Multistage Implementation scheme

Concluding Remarks

Bibliography

Toward an Integrated e. Government Model

مقدمة :

ال ش��ك أن ال��دول األجنبي��ة المتقدم��ة تتف��وق علي ال��دول العربي��ة تكنولوجي��ا

بمع�دالت متفاوت�ة وعلي ذل�ك من المنط�ق أن نس�تفيد ك�دول عربي�ة من تج�ارب

وتطبيق�ات تل�ك ال�دول والب�دء من حيث أنته�وا ونس�تفيد من التق�دم ال�ذي تم

تحقيق�ه ح�تى اآلن . وتق�وم فك�رة البحث علي المس�احات الفعلي�ة لتطبيق�ات

الحكوم�ة االلكتروني�ة بغ�رض تق�ديم نم�وذج ل�ترويج تط�بيق الحكوم�ة االلكتروني�ة

من منظور منظمة التعلم االلكترونية .

الهدف :

اله�دف األساس�ي التع�رف علي االس�تراتيجيات وتطبيق�ات ال�دول المتقدم�ة في

مج�ال الحكوم�ة االلكتروني�ة وذل�ك لتك�وين نم�وذج متكام�ل للحكوم�ة االلكتروني�ة

يصلح للتطبيق في الدول العربية .

الرئيسية : النقاط

ع�رض ألهم تطبيق�ات وإنج�ازات الحكوم�ة االلكتروني�ة في بعض ال�دول . 1

المتقدمة عم��ل مقارن��ة بين تطبيق��ات ال��دول المتقدم��ة في مج��ال الحكوم��ة . 2

االلكترونية الستخالص مالحظات ونتائج للدول العربية

التع�رف علي اس�تراتيجيات تط�بيق الحكوم�ة االلكتروني�ة واق�تراح أخ�ذ م�ا . 3

يصلح منها في الدول العربية

اقتراح نموذج التحول االلكتروني لمؤسسات الحكومة العربية . . 4

النموذج المتكامل للحكومة االلكترونية- 11 .The Integrated E. Government

Model1. An integrated internet infrastructure system

واالنترنت المعلوماتية للبنية متكاملة منظومة

2. Setting up priorities of e-services & activities

4. E- government initiatives come from efficient services, citizens – centered activities, reduce governmental paper work burden on citizen and businessmen, and improve government response time from weeks down to hours/minutes.

3. ICT will run away job delay, mistrust, ill-treatment and allow for citizens satisfaction

5.To make ICT a driving force for e. government move towards efficient government, an engine for economic growth and a vehicle for development activities thereby brining prosperity and knowledge based enrichment to the masses

E. Government Vision

1. The demand for governmental services is expected to increase

upward next years in most Arab States.

2. E. government is the only mechanism that allows citizen to satisfy

their needs in a dynamic, effective and efficient way. Democracy,

equity, fairness and economic welfare can be achieved via e.

government.

E. Government Mission

1. The mission is to leverage ICT technologies for all round

development to the extent possible, for providing quality

services to the citizens especially in the area of IT enabled

governance.

2. E. government best practices need to be applied to improve

government and public administration and operations,

improve productivity, eliminate delays in processing and

increase employee satisfaction and retention

E. Government Strategy

It is the way to make SMART government a reality to speed up

services, improve quality up delivery to the citizens, accessibility

of services at affordable cost to all classes of the society via

various delivery channels which need to be :

Simple – Uniform – Reliable – Secured in a cost effective manner with better enforcement

of law.

Key ICT imperatives for e. government

1. PC's & software

2. networks (wide area networks, the internet)

3. databases

4. web sites

5. e- mail

6. video conferencing

7. FTP

8. shared database across multiple applications

9. DSS & MIS

10.human ware

11.mobile computing

E. Government Tactics

1. All software packages available must be informed to all government bodies to avoid duplicate ICT

2. Allocate budgets to build ICT capabilities

3. Train ICT specialists to all governmental units

4. Posting citizen charts in the web portal

5. Explore utilizing digital signatures for authenticity of online document

6. Enhance the use of e-mail in inter district/inert – department communication

7. Keeping standard forms in all departments amendment to the rules, circulates on the web for providing easy access by the people

8. Website design & publishing for all locations (governorates, cities, villages, …)

9. Examples of applications development information system – end office processing : budget information system (BIS), general census, Educational survey census, industrial census, labor census, …..

10.Citizen centric applications : transport computerization, community information centers, public services commission, library computerization.

11. Wide Area Network – Metropolitan Area Network – Local Area Network

كبير 1. سكان حجم

.2 ( الشبكات ( العربية الدول سكان بين الربط

التشغيل 3. نظم بكافة العربية الدول في والصغيرة الكبيرة الحاسبات ربط

الخاصة

في – 4. والمساواة وتوظفيها المعرفة أنتاج العربي المعرفة مجتمع تحقيق

المعرفة

الرقمي 5. االقتصاد بناء

العربية 6. الدول بين والقيود الفواصل إلغاء

الخارجية 7. للحكومات منافسون أعمال رواد إلي العربية الحكومات تحويل

التنمية 8. في شريك العربي المواطن اعتبار

والديمقراطية 9. الشفافية

العربي 10. المواطن معيشة مستوي تحسين

العربية 11. الثقافية المزايا لتحقيق دعامة باعتباره والتدريب التعليم تحسين

والحكومات 12. المؤسسات في المستمرة والتحسينات اإلصالح تحقيق

العربية

والمعلومات 13. االتصاالت في العربية والمعايير المصطلحات توحيد

البيانات وقاعدة والخدمات والشبكات

في 14. وسيلة ICTالمشاركة باعتبارها والمعلومات االنترنت نطاق من تقلل

القرارات المشكالت لدعم وعالج والنماذج

Categories of E. Government Activities

1. G2C Government to Citizen using single web site

2. G2B Government to Business ( to reduce burdens on business(

3. G2G To allow governorates to work together

G

G2C

G2BG2G

-Reduce time to access

-Electronic delivery of services

-Convenient

-Any time, any where citizen services

-Increase employee productivity

-Cost effectiveness

-Increase use of e-services

-Access to view tenders & ads

- Online Tender forms Applications

-Reduce time to complete export forms & comply with regulations

E – Rural Services

1.Service availability

2.Awareness

3.Attitudes

4.Learning

5.Empowerment

2. E. government in DC’s

Examples of E. Government Services

1. Municipality , electricity, transport , taxation, ID card using smartcard,

2. Governorate wide intranet network, connectivity via optical fiber with maps

link and videoconferencing

3. Governorate portal contains all other websites and serve as a gateway to all

information in the public domain

4. Community information centre

5. Plan scheme monitoring systems for various departments

6. Integrated financial information systems

7. Police intranet network ( police intranet for networking the police stations

8. E – district

9. GIS

10. Single window for business

Table (1)

Percentage of American e– Government websites offering publications & databases (2000-2003)

20002000200120012002200220032003

Phone contact Info.Phone contact Info.91 %91 %94 % 94 % 96 %96 %97%97%

Address Info.Address Info.8888939395959696

Links to other sites .Links to other sites .8080696971717575

Publications.Publications.7474939393939595

Databases .Databases .4242545457576161

Audio clips.Audio clips.55666677

Video clips.Video clips.44998888U S A is the largest country in using websites effectively and efficiently to satisfy both

employees and citizens reeds. The table above snows the increasing rate over the period ( 2000 – 2003 ) in converging information to end users.

Ten American Frequent & Visible services 2003

ServicesServicesDifferent sites Different sites

File TaxesFile Taxes4747

Job applications Job applications 4242

Renew drivers license Renew drivers license 2828

Purchase Fishing Purchase Fishing 2525

Register business License Register business License 2222

Renew License plates Renew License plates 2222

Order publications Order publications 2222

Renew vehicle registration Renew vehicle registration 1818

Register For Permits Register For Permits 1515

Birth Birth / / Death certificates Death certificates 1414

Other queries Other queries 1010

Table (2)

Tax filing are the highest in rank of using different websites. Job application is the second highest in order.

Table (3)

Tax filing are the highest in rank of using different websites. Job application is the second highest in order. To conclude, it is very clear that most gov. bodies are digitized and

optimally connected via networks and computing facilities

E. Government Index in USA

1. Saving 70% of gov. costs by moving services online compared to over the counter.

2. Cost of licensing has been reduced from $7 to $2 per transaction (Arizona)

3. e. procurement systems are saving an average of 10 – 20 % in terms of material & purchase costs (Washington state)

4. Online vehicle registration costs have been reduced from $7.75 to only $0.91

5. Saving about 2 % of annual GDP due to e. government

6. Online income tax forms have been increased (Brazil)

7. Saving $10 million due to online income tax payment (India )

8. Time reduction (50%) in Moroccan planning national budget due to the integration of databases

9. Dubai ports and customs online services allow freight companies to reduce time & costs by 24hrs access to customs clearance services

10. E.government services to business and individuals in Dubai is reducing administrative costs by at least 10 %

3. E. government in LDC’s

E. Government best practices

Table (4)Comparative e.Government Architecture

StagesStagesArab HomelandArab HomelandOECDOECDCountiesCountiesEastern EuropeEastern EuropeLatin AmericaLatin America

1. Websites posting1. Websites postingone way comm.one way comm.Online FormsOnline Forms

- 109 telephone - 109 telephone mainlines per mainlines per

10001000

561 561 telephonetelephone

in 1000in 1000

227 telephone in 227 telephone in 10001000

139 telephone 139 telephone in 1000in 1000

- 40 per 10000 - 40 per 10000 mobile phonesmobile phones332 in 1000332 in 100045 in 100045 in 100066 in 100066 in 1000

Cost of intentional Cost of intentional phonephone3 minute is $3.83 minute is $3.8$2.4$2.4$ 4.0 - $ 5-3$ 4.0 - $ 5-3$4.2$4.2

PC penetration ratePC penetration rate1.2 %1.2 %70% USA70% USA50 % EU50 % EU40%40%35 %35 %

Internet hosts per 1000 Internet hosts per 1000 personspersons2.1%2.1%64%64%2.4%2.4%1.3%1.3%

Internet usageInternet usage5%5%USA 57%USA 57%EU 21.5 %EU 21.5 %8 %8 %3%3%

Fiber optics, Fiber optics, satellites 0.5 %satellites 0.5 %

High speed High speed networknetwork

Table (4)Comparative e.Government Architecture

StagesStagesArab HomelandArab HomelandOECDOECDCountiesCountiesEastern EuropeEastern EuropeLatin AmericaLatin America

2. Two Way 2. Two Way CommunicationCommunication

websites allow globalwebsites allow global

Queries and online Queries and online servicesservices

• information as a state information as a state secretsecret

• internet for e- internet for e- education and below education and below levels in DClevels in DC•morocco drive in morocco drive in providing schools with providing schools with pc’s and network pc’s and network • Large inefficient Large inefficient bureaucracy in Arab bureaucracy in Arab counties imposes counties imposes heavy fiscal burdens heavy fiscal burdens •Wages salaries in Wages salaries in governments is about governments is about 9.8 % of GDP 9.8 % of GDP •e – banking in UAE e – banking in UAE labara labara

The Freedom of The Freedom of information act. information act. Info. Is Info. Is available to the available to the public public

- E – Rate - E – Rate programs programs

- e. school - e. school

- internet - internet connection connection

- High degree of - High degree of internet use internet use

- e- university- e- university

Semi-available Semi-available

Better tour Arab Better tour Arab states states

Training of IT Training of IT traineestrainees

Semi – avoidable Semi – avoidable

Similar to Arab Similar to Arab states states

Every city resident Every city resident 3 years of free 3 years of free

internet internet Training Training

Table (4)Comparative e.Government Architecture

StagesStagesArab HomelandArab HomelandOECDOECDCountiesCountiesEastern EuropeEastern EuropeLatin AmericaLatin America

33- - Exchange of Value Exchange of Value websites allow an exchange websites allow an exchange of value to take place as of value to take place as government agents use government agents use intranet directly with client intranet directly with client online online

Only 4.5%Only 4.5%6.7 %6.7 %4.9%4.9%

4- Integrated 4- Integrated

Service & ExchangeService & Exchange •portal that integrates portal that integrates rages of government rages of government services Cto improve services Cto improve delivery& distribution delivery& distribution systems systems •Establish security and Establish security and trust on open network trust on open network via authenticationvia authentication

In process In process Advanced Advanced Semi- advanced Semi- advanced In Progress In Progress

Dimensions of E-governmentDimensions of E-government

G2C G2C ( 1 ) Saudi Arabia is introducing PC’s in all ministers to serve all ( 1 ) Saudi Arabia is introducing PC’s in all ministers to serve all

citizens citizens ( 2 ) Jordan is planning for Full scale electronic Government over ( 2 ) Jordan is planning for Full scale electronic Government over

the next 2 years the next 2 years ( 3 ) UNDP is helping Kuwait to build an internet and intranet ( 3 ) UNDP is helping Kuwait to build an internet and intranet

system for posting information. Singapore is cooperating system for posting information. Singapore is cooperating with Singapore in developing e-Government. with Singapore in developing e-Government.

( 1 ) Renew licenses order birth / death certificates and apply for ( 1 ) Renew licenses order birth / death certificates and apply for government jobs government jobs

( 2 ) Pay parking fee, File tax returns , apply for visa, enroll in an ( 2 ) Pay parking fee, File tax returns , apply for visa, enroll in an educational course , make claims for benefits are all educational course , make claims for benefits are all converted into digital systemsconverted into digital systems

Dimensions of E-governmentDimensions of E-governmentG2 B G2 B 1.1. Access economics & business statisticsAccess economics & business statistics2.2. Promoting e. business in Egypt ( UNDP)Promoting e. business in Egypt ( UNDP)3.3. Apply & renew Licenses and permitsApply & renew Licenses and permits4.4. UNDP is supporting Lebanon & Jordan is Enhancing internet queries and UNDP is supporting Lebanon & Jordan is Enhancing internet queries and

online 2 way communications system.online 2 way communications system.5.5. Introducing e – procurement to increase transparency and to clear goods Introducing e – procurement to increase transparency and to clear goods

from customers .from customers .6.6. File taxes File taxes G2 G G2 G 1.1. Websites post general information and online forms .Websites post general information and online forms .2.2. Post Budget spending by government, ministries and agenies Post Budget spending by government, ministries and agenies 3.3. Local government post information & activities on the internetLocal government post information & activities on the internet4.4. UNDP is supporting Egypt & Saudi Arabia to computerize their minister of UNDP is supporting Egypt & Saudi Arabia to computerize their minister of

Foreign Affairs Foreign Affairs 5.5. UNDP is helping Morocco’s parliament in creating databases and website . UNDP is helping Morocco’s parliament in creating databases and website .

UNDP is designing a judiciary information databases for the Kuwait ministry UNDP is designing a judiciary information databases for the Kuwait ministry of justice.of justice.

The E-government Multistage The E-government Multistage Implementation Implementation

1. E. vision

3. Set –up the strategy

4. s year plan for conversion

7. e. Government priorities

6. Set up general for stakeholders participations asISP’s high teeh companies, Business users, educators bankers and community groups

5. ensure ICT team necessary funding

•start small & keep it simple

•Adopting established•Interred standard and

protocols•use tested packaged

applications

8. Bridging the gap

2. Developing Blue prints of E-government (philosophy, mission)

SWOT

E- Government challengesE- Government challenges

1- Growth of government agencies1- Growth of government agencies2- Information technology boom2- Information technology boom3- Internet3- Internet4-Globalization4-Globalization5- The Changing world economy5- The Changing world economy6- Call for more ethics and social responsibility 6- Call for more ethics and social responsibility 7- International call for social and political reforms necessitate e-government move.7- International call for social and political reforms necessitate e-government move.8- Poverty Alleviation requires e-government for higher efficiency 8- Poverty Alleviation requires e-government for higher efficiency 9- Overpopulation require e-government and public management9- Overpopulation require e-government and public management10 – Budget Deficits 10 – Budget Deficits 11- Trade Deficits11- Trade Deficits12- Global Competition 12- Global Competition 13- Need for total society13- Need for total society14- Need for Sustainable Development14- Need for Sustainable Development15- e. government competitive advantage is gained by services that satisfy customs and 15- e. government competitive advantage is gained by services that satisfy customs and

businessbusiness

Alternate Views of E. Alternate Views of E. GovernmentGovernment

e. gov. e. business

e. finance e. HRM

(1) e. government as an equal function

e. government

e. finance

(2) e. government as a more important function

e. comm

erce e.

bank

ing

(3) e. government as a major activity

e. government

e. commerce

e. banking IT

Knowledge

Society Digital Economy

Alternate Views of E. Alternate Views of E. GovernmentGovernment

(4) The citizen as the controlling function

Citizen

e. government

ICT e.

finan

ce

Internet e. business RCM

Citizen

E. Marketing

e. operations

Internet

e. Finance

e. HRM

e. government

ICT

IS

(5) The citizen & CRM as the Core of E. Government

E-servicesE-services

Core Benefit of ServicesCost

Timing

Quality

Feature

Service after

Delivery

Credit

Citizen satisfaction

warranty

24 hrs 7 days online services Brand

CostPerformance

Employee Satisfaction

Two – Way Communication

System

One Way Communication

Internet Accessibility

PC's + Software + Database + Networks + Internet + E-Mail + Human ware + Web Sites + ICT + Support + Information security + Information Ethics

E-government Services CriteriaE-government Services Criteria

• Lower Production & Delivery Cost Lower Production & Delivery Cost • Lower Legal Costs Lower Legal Costs • Flexible Quality & QuantityFlexible Quality & Quantity• Server price competition Server price competition • Identification & awarenessIdentification & awareness• Differentiation & Customization is Possible Differentiation & Customization is Possible • Legal Protection Legal Protection • Visibility Visibility • Workability Workability • Emotional Appeal Emotional Appeal • Reputation Management Reputation Management • Citizen SatisfactionCitizen Satisfaction• CRM CRM • Employee Satisfaction Employee Satisfaction

Characteristics of E-Services Characteristics of E-Services

• Convenience Convenience • Sense of Well Being Sense of Well Being • Privacy Privacy • Atmosphere Atmosphere • Attitude of Personnel Attitude of Personnel • Availability Availability • Consistency Consistency • Implicit Service Implicit Service • Handling Complaints Handling Complaints • Services Process ReengineeringServices Process Reengineering• CRM CRM • Benchmarking for Best PracticeBenchmarking for Best Practice

E- Service

Intangibility

Predictability

Inseparability Variability of Quality

ICT Networking

Employee Satisfaction Citizen Satisfaction

E. Government : Concluding E. Government : Concluding RemarksRemarks

• Arab States represent 10% of world land and 5% of global population but still Arab States represent 10% of world land and 5% of global population but still facing unemployment, poverty, high inflation rate and bad e-government servicesfacing unemployment, poverty, high inflation rate and bad e-government services

• Most of Arab countries are considered less developed economically, socially, and Most of Arab countries are considered less developed economically, socially, and politically politically

• World power blocs are calling for reform in the Arab world World power blocs are calling for reform in the Arab world • E. government can improve the competitive advantages of Arab nations E. government can improve the competitive advantages of Arab nations • Still each Arab country is operating independently in ICT and not benefiting from Still each Arab country is operating independently in ICT and not benefiting from

the concepts of internet, Arab net (Area bet, Extranet and Internet) the concepts of internet, Arab net (Area bet, Extranet and Internet) • Knowledge society and digital economy in the Arab countries can improve GNP, Knowledge society and digital economy in the Arab countries can improve GNP,

budget surplus and trade surplus via e. business & e. government . budget surplus and trade surplus via e. business & e. government . • Our paper indicates separate applications of ICT without total Arab vision, Arab Our paper indicates separate applications of ICT without total Arab vision, Arab

mission and Arab ICT strategy mission and Arab ICT strategy • Unless Arab States philosophy of coordination and integration of ICT, e. Unless Arab States philosophy of coordination and integration of ICT, e.

government, e. business, e. education, no growth will take placegovernment, e. business, e. education, no growth will take place• Still all ICT efforts are going in a parallel path without intersections. Cross Still all ICT efforts are going in a parallel path without intersections. Cross

databases and networking are highly recommended to bring about ICT databases and networking are highly recommended to bring about ICT technologies at a competitive cost . technologies at a competitive cost .

• Arab e. government, e. business, e. education, e. investment, e. banking, e. Arab e. government, e. business, e. education, e. investment, e. banking, e. policing , …..etc. must go together in a system – oriented map. policing , …..etc. must go together in a system – oriented map.