Mega trends led to e-governmentMega trends led to e-governmentGlobalization and market liberalizationDemocratic and social challengesInformation and communication revolution

E-government is

bull the use of Information and Communication Technologies in public administrations combined with organizational change and new skills in order to improve public services and democratic processes

bull the use of Information and Communication technology to support government operations engage citizens and provide government services

E-government as a social-technical system

What is ICTVarious terminologies

IT = Information TechnologyICT = Information and Communication Technology

IT ComponentsHardware

Computers infrastructureOther hardware (eg RFIDs)

Software Algorithms and logicOperating systems application development programs databasesNetworking is at the coreInternet server clientsWireless networking (mobile government)

Milestones in the History of ICT

Electronic relationships are made using the communications infrastructure provided by Internet and the different services available on Internet Most electronic relationships are made exclusively using the World Wide Web There are however other services such as email or file exchange

What is SocietyVarious terminologies

Society = a large social grouping sharing the same geographical or social territory subject to the same political authority and dominant cultural expectations

Community = a usually small social unit of any size that shares common values

Social ComponentsSocial capital

is the expected collective or economic benefits derived from the preferential treatment and cooperation between individuals and groups

ValuesIdentity social identity citizenshipPolitics political changesCulture sub-culturesReligious beliefs sects

Who are the actorsbull Local governments form of public administration which

in a majority of contexts exists as the lowest tier of administration within a given state

bull Citizens a person with citizenship in a state is called a citizen of it

bull Businesses an organization involved in the trade of goods services or both to consumers or to other businesses

bull NGOs (non-governmental organizations) legally constituted corporations created by natural or legal people that operate independently from any form of government

Why introduce e-governmentbull Increasing efficiency by streamlining business processes Implementing an

information technology system can reduce the number of steps in routine business processes and automate functions that were once manual

bull Improving internal communication Using technology to communicate within local governments can make it easier to keep up with what is going on in each department and program

bull Providing better customer service in action Technology can improve the way that local government serves constituents Offering self-service access to information through the Internet is one way to improve service

bull Keeping up with citizen demands and expectations Society is moving toward a more electronic way of life More and more businesses and citizens are working electronically

bull Promoting what you do well Offering an array of electronic information and services can help attract new residents and businesses looking for a progressive and forward thinking community

Why introduce e-governmentTraditional Government Characteristics

TOP DOWNNO or LIMITED LATERAL CONNECTIVITYLIMITED COLLABORATIONINFORMATION FLOW PREDOMINANTLY VERTICLECUSTOMER HAS NO PLACE WHYRULES BOUNDCULTURE AUTHORITARIAN

11

Why introduce e-government E-government as a main tool for government innovation

ndash Better works with less tax moneyndash Integrated services with immediate response

(247 365 days)ndash Crystal clear administrative processes

(transparency)ndash Participatory democracy better speak out rather

than being represented by elected officials

Traditional Vs E ndashGovernment Traditional Vs E ndashGovernment Use of Resources

Low High

InfrastructureFragmented Integrated

Cost of ServiceHigh Low

Speed of ServiceMonthsDays HoursMinute

Return on InvestmentLow High

TransparencyLow High

ParticipationLow High

Comparing the e-government and traditional government

Traditional Government bull Government-driven lt-gt bull Get in get-out lt-gt bull Distant customer contact lt-gt bull Information center lt-gt bull Process-based lt-gt bull Territorial lt-

gt

E-government bull Customer-drivenbull Enduring relationshipbull Immediate customer

servicebull Intelligent reporterbull Competency-basedbull Shared services

Traditional Vs E ndashGovernment Traditional Vs E ndashGovernment

E-government driving forces and barriers

It is not Computerizing the Existing

Government Processes It is not digitizing the files and documents of

the GovernmentE-Government = TechnologyE-Government = Government

E-Government What it is not

What does e-government mean to usbull For citizens e-government means being able to apply online for

various services and documents such as educational grants income tax forms or criminal record certificates Some documents like the residential registration form will become obsolete because authorities will be able to exchange this information electronically with each other directly

bull For businesses e-government means being able to fill out an application online for the Commercial Registry and to pick up their registration certification online when it is completed It means being able to get their questions on local taxes or foreign trade answered over the Internet Information on business insurance or new amendments to the city country laws should also be able to be researched

bull For local government it means optimizing work processes in areas such as construction management electronic customs clearance and materials and record management through the application of new technology and communication systems

E-readiness of government

the preparedness of a country for adopting e-government can be assessed broadly around

the above areas and parameters

before a country embarks on a journey towards adoption of e-government it has to assess its

state of lsquoe-readinessrsquo

When government is e-ready

An e-ready society is one that has mdash the necessary physical infrastructure (high bandwidth

reliability and affordable prices) mdash integrated current ICTs throughout businesses (e-

commerce local ICT sector) communities (local content many organizations online ICTs used in everyday life ICTs taught in schools) and the government (e-government)

mdash strong telecommunications competition independent regulation with a commitment to universal access

mdash and no limits on trade or foreign investment

E-government in details

ndash The transformation of public sector internal and external relationships through net-enabled operations IT and communications

ndash In order to improvebull Government service deliverybull Constituency participationbull Internal government operations

From Bureaucratic raquo

From Fragmented raquo

From authoritarian raquo

From closed raquo

Intuitionguess work raquo

Manual Operation raquo

Manual Data storage raquo

Citizen Centric

Integrated

Transformation in Government

Transparent

Informed decision making

Service Oriented Participatory

Automated operation

Electronic Media for data storage

E-government principles1 Citizen-oriented Government should be at the disposal of the people

and not the other way around2 Convenience through efficiency Online procedures should make life

simpler and more convenient no need to show up in person no closing times no waiting in line or being sent back and forth between offices

3 Trust and security Citizens have to be able to trust electronic public authorities as much as they do the traditional ones

4 Transparency New technical advancements are only successful and accepted when all those affected by them are involved in the development process and they are carried out in a transparent fashion

5 Accessibility Public authority services must be accessible to everyone without discrimination

E-government principles (continued)6 Usability The range of electronic services offered must be organized in

an easily comprehensible clear and straightforward manner7 Data security Data protection is a right that is highly prized in society

Citizens place much value on the protection of their privacy8 Cooperation e-government functions best when all levels of

government work seamlessly together from the smallest local authority up to federal minis

9 Sustainability e-government has a modular structure which allows new components to be integrated immediately into the system to keep up with the latest technology tries

10 Interoperability Diverse types of systems need to be able to communicate with each another

11 Technological neutrality The speed with which systems solutions and devices are developed in the information and communication branch is faster than in any other area

Characteristics of e-government

ndash Use information communication infrastructurendash Efficiencyndash Transparencyndash Customer-orientation ndash Responsiveness ndash Participationndash Knowledge-based government

E-Government -Sectoral Focus

bull e-Health bull e-Educationbull e-Municipal works and Local Governmentbull e-Personnel citizens

27

Four dimensions of e-government bull E-services - the electronic delivery of government information programs

and services often (but not exclusively) over the Internetbull E-management - the use of information technology to improve the

management of government from streamlining business processes to improving the flow of information within government offices

bull E-democracy - the use of electronic communication vehicles such as e-mail and the Internet to increase citizen participation in the public decision-making process

bull E-commerce - the exchange of money for goods and services over the Internet such as citizens paying taxes and utility bills renewing vehicle registrations and paying for recreation programs or government buying office supplies and auctioning surplus equipment

The Four Stages of E-Government

Presence (Content)InteractionTransactionTransformation ndash relationship between

government and citizens will change fundamentally in positive ways producing more citizen-centric and responsive government and increasing citizen trust in government dramatically

Electronic interactions in communities

Delivery models of e-government servicesbull Government-to-government (G2G)

ndash This represents the backbone of e-government It involves sharing data and conducting electronic exchanges between governmental departments rather than being focused on the specific agency or agencies responsible for administering programs and policies

bull Government-to-business (G2B)ndash It includes both the sale of surplus government goods to the public as well as

the procurement of goods and services It aims to more effectively work with the private sector because of the high enthusiasm of this private sector and the potential for reducing costs through improved procurement practices and increased competition

bull Government-to-citizen (G2C) ndash This provides opportunities for greater citizen access to and interaction with

the government This is what some observers perceive to be the primary goal of e-government

32

E-governments interactions

Interaction levels in e-government

1 Information Making information available online for example on the Website of a public authority

2 Communication The ability to interactively access and exchange information

3 Transactions Carrying out services including signing application forms and delivering official documents and notifications electronically

Features of types of e-government

bull G2C Use the web for accessing services such as benefits loans recreational sites andor educational material etc Key lines of business social services recreation and natural resources grants and loans taxes etc

bull G2B Reduce burden on business by adopting process that enable collecting data once for multiple uses and streaming redundant data Key lines of business regulation economic development trade permitslicenses grantsloans asset management etc

bull G2G1048697Share and integrate all the data and documents at all different levels of governments such as federal state and local1048697Key lines of business economic development recreation and natural resources public safety law enforcement disaster response management grantsloans etc1048697Internal effectiveness and efficiency1048697Adopt commercial best practices in government operation reduce costs while increase outputs etc1048697Key lines of business supply chain management in government operations human resource management financial optimization etc

Types of E-Government (with examples)

bull BARRIERS AND OBSTACLES1048697Stakeholder resistance1048697Resistance from those who are benefitted most before e-government is introduced1048697How to mitigate mobilize the high level of political commitment persuade congressional leadership use incentives invite competition among agencies by linking the performance evaluation and incentives etc1048697Lack of trust1048697People do not trust the authenticity of electronically transferred data and documents1048697How to mitigate incorporate every possible security and safety measures in all business lines1048697Insufficient resources1048697Too much works(systems manpower etc) is necessary to provide appropriate services through e-government1048697How to mitigate efficient use of resources give priorities to individual programsprojects select and concentration strategies to the programs with the biggest impacts and utilities 1048697Lack of ITA(IT architecture)1048697Each agency adopts unique system andor SW that does not match with each other1048697How to mitigate standardization introduce common systems from the central government etc

bull Five stages1048697emerging rarrenhanced rarrinteractive rarrtransactional rarrseamless1048697Online information provision rarrbasic infra rarrservice provision rarrtransactions rarrintegrated services1048697Websites rarrunilateral information provision rarrinteractive information provision rarronline services managed rarrintegrated online services available

bull A new model for e-government reflecting balanced development of all aspects1048697Three aspects to be considered1048697E-democracy Open information rarre-community rarronline participation rarre-Governance 1048697Services Providing information rarronline services rarrone-stop portal rarrzero-stop CRM1048697Productivity DB rarronline process rarrback-office reengineering rarrorganizational transformation

bull Key elements of e-government development strategies1048697Strong leadership top-level leadership commitment and those at the organizational levels 1048697Develop and reconfigure current work flow1048697Progressively implement tasks according to priority1048697Evaluate system usability economic benefits and aftermath effects and implement further development plans as required1048697Reengineer the current off-line based operating procedures in all government activities to fit the online environment1048697Construct an integrated information resources environment1048697Seek out and apply good examples1048697Make a continuous effort to get rid of digital divides1048697Best strategies1048697No uniform answer1048697E-government is not a simple application of IT upon the existing government1048697Building e-government is just another beginning

bull KISS (wwwimmigrationgokr)bull 1048697Korea Immigration Smart Servicebull 1048697Received Public Service Award from the UN 2007bull 1048697Average waiting time decreased 60bull 1048697Inboundbull 1048697Before 20 minutes for Koreans 43 minutes for foreignersbull 1048697After 8 minutes for Koreans 17 minutes for foreignersbull 1048697Outboundbull 1048697Before 17 minutesbull 1048697After 7 minutesbull 1048697Home Tax Service (wwwhometaxgokr)bull 1048697Non-stop service for taxationbull 1048697e-filing e-Notification e-Payment and e-Issuance of certificatesbull 1048697Reduce costsbull 1048697Direct cost 460 billion won annuallybull 1048697Efficient and transparent tax administration contribute to reduce related administrative costs

bull UNI-PASS (wwwcustomsgokr)bull 1048697Customs clearance service anytime anywherebull 1048697Provide the fastest service among 171 member countries

in WCO (World Customs Organization)bull 1048697Performancebull 1048697Import from 2 or more days to 15 hoursbull 1048697Export from 1 or more days to 15 hoursbull 1048697Customs refund from 2 or more days to 52 hoursbull 1048697Customs payment from 4 or more days to 10 minutes

bull KIPOnet (wwwkipogokr)bull 1048697Ubiquitous IPR management systembull 1048697247 service availablebull 1048697Online application inquirybull 1048697Show the application processes and issue notice onlinebull 1048697Online issuance of various certificatesbull 1048697First introduce home-working among governmentbull 1048697KONEPS (wwwg2bgokr)bull 1048697E-commerce of government procurementbull 104869736000 agencies 170000 firms use KONEPSbull 1048697180000 visit everydaybull 104869744000 trillion won in 2006bull 104869727000 trillion contracted in e-commercebull 1048697UNCEFACT standard (March 20050 Global IT Excellence Award (May 2006) e-Asia Award (Aug

2007)

bull DART (wwwfscgokr)bull 1048697Data analysis retrieval and transfer systembull 1048697Fast and convenient access to huge business and finance

databases using ITbull 1048697305 million inquiries in 2006bull 1048697POSTNET (wwwkoreapostgokr)bull 1048697Web-based post service systembull 1048697Allow integrated services of all post office related services

including internet shopping using PDA GISGPS and so onbull 1048697400000 visitors everydaybull 1048697Exported to 15 countries including UK US Taiwan and India

bull G4C (wwwegovgokr) bull A web-based government portal for citizens1048697Allow multichannel access to

government services1048697Fast and convenient services1048697Introduce how inquires are managed (5100 kinds)1048697Review public document online (25 kinds)1048697Issue public certificate online (32 kinds)1048697Various applications (about 720 kinds1048697

bull Metropolitan Government of the City of Seoul1048697E-Government portal bus lines map service OPEN system hi-Seoul news citizen internet classroom usersrsquoguide and reservation services land information service micro-dust information online tax system etc1048697

bull Lower level local government cases of Kangnam-gu Office1048697Internet broadcasting1048697Lecture for university entrance examination additional lecture services for K-12 students area news etc1048697CCTV system in preventing urban crimes1048697Online Kindergarten watch system parents can see how their kidsare doing through internet21Sung

E-government is

bull the use of Information and Communication Technologies in public administrations combined with organizational change and new skills in order to improve public services and democratic processes

bull the use of Information and Communication technology to support government operations engage citizens and provide government services

E-government as a social-technical system

What is ICTVarious terminologies

IT = Information TechnologyICT = Information and Communication Technology

IT ComponentsHardware

Computers infrastructureOther hardware (eg RFIDs)

Software Algorithms and logicOperating systems application development programs databasesNetworking is at the coreInternet server clientsWireless networking (mobile government)

Milestones in the History of ICT

Electronic relationships are made using the communications infrastructure provided by Internet and the different services available on Internet Most electronic relationships are made exclusively using the World Wide Web There are however other services such as email or file exchange

What is SocietyVarious terminologies

Society = a large social grouping sharing the same geographical or social territory subject to the same political authority and dominant cultural expectations

Community = a usually small social unit of any size that shares common values

Social ComponentsSocial capital

is the expected collective or economic benefits derived from the preferential treatment and cooperation between individuals and groups

ValuesIdentity social identity citizenshipPolitics political changesCulture sub-culturesReligious beliefs sects

Who are the actorsbull Local governments form of public administration which

in a majority of contexts exists as the lowest tier of administration within a given state

bull Citizens a person with citizenship in a state is called a citizen of it

bull Businesses an organization involved in the trade of goods services or both to consumers or to other businesses

bull NGOs (non-governmental organizations) legally constituted corporations created by natural or legal people that operate independently from any form of government

Why introduce e-governmentbull Increasing efficiency by streamlining business processes Implementing an

information technology system can reduce the number of steps in routine business processes and automate functions that were once manual

bull Improving internal communication Using technology to communicate within local governments can make it easier to keep up with what is going on in each department and program

bull Providing better customer service in action Technology can improve the way that local government serves constituents Offering self-service access to information through the Internet is one way to improve service

bull Keeping up with citizen demands and expectations Society is moving toward a more electronic way of life More and more businesses and citizens are working electronically

bull Promoting what you do well Offering an array of electronic information and services can help attract new residents and businesses looking for a progressive and forward thinking community

Why introduce e-governmentTraditional Government Characteristics

TOP DOWNNO or LIMITED LATERAL CONNECTIVITYLIMITED COLLABORATIONINFORMATION FLOW PREDOMINANTLY VERTICLECUSTOMER HAS NO PLACE WHYRULES BOUNDCULTURE AUTHORITARIAN

11

Why introduce e-government E-government as a main tool for government innovation

ndash Better works with less tax moneyndash Integrated services with immediate response

(247 365 days)ndash Crystal clear administrative processes

(transparency)ndash Participatory democracy better speak out rather

than being represented by elected officials

Traditional Vs E ndashGovernment Traditional Vs E ndashGovernment Use of Resources

Low High

InfrastructureFragmented Integrated

Cost of ServiceHigh Low

Speed of ServiceMonthsDays HoursMinute

Return on InvestmentLow High

TransparencyLow High

ParticipationLow High

Comparing the e-government and traditional government

Traditional Government bull Government-driven lt-gt bull Get in get-out lt-gt bull Distant customer contact lt-gt bull Information center lt-gt bull Process-based lt-gt bull Territorial lt-

gt

E-government bull Customer-drivenbull Enduring relationshipbull Immediate customer

servicebull Intelligent reporterbull Competency-basedbull Shared services

Traditional Vs E ndashGovernment Traditional Vs E ndashGovernment

E-government driving forces and barriers

It is not Computerizing the Existing

Government Processes It is not digitizing the files and documents of

the GovernmentE-Government = TechnologyE-Government = Government

E-Government What it is not

What does e-government mean to usbull For citizens e-government means being able to apply online for

various services and documents such as educational grants income tax forms or criminal record certificates Some documents like the residential registration form will become obsolete because authorities will be able to exchange this information electronically with each other directly

bull For businesses e-government means being able to fill out an application online for the Commercial Registry and to pick up their registration certification online when it is completed It means being able to get their questions on local taxes or foreign trade answered over the Internet Information on business insurance or new amendments to the city country laws should also be able to be researched

bull For local government it means optimizing work processes in areas such as construction management electronic customs clearance and materials and record management through the application of new technology and communication systems

E-readiness of government

the preparedness of a country for adopting e-government can be assessed broadly around

the above areas and parameters

before a country embarks on a journey towards adoption of e-government it has to assess its

state of lsquoe-readinessrsquo

When government is e-ready

An e-ready society is one that has mdash the necessary physical infrastructure (high bandwidth

reliability and affordable prices) mdash integrated current ICTs throughout businesses (e-

commerce local ICT sector) communities (local content many organizations online ICTs used in everyday life ICTs taught in schools) and the government (e-government)

mdash strong telecommunications competition independent regulation with a commitment to universal access

mdash and no limits on trade or foreign investment

E-government in details

ndash The transformation of public sector internal and external relationships through net-enabled operations IT and communications

ndash In order to improvebull Government service deliverybull Constituency participationbull Internal government operations

From Bureaucratic raquo

From Fragmented raquo

From authoritarian raquo

From closed raquo

Intuitionguess work raquo

Manual Operation raquo

Manual Data storage raquo

Citizen Centric

Integrated

Transformation in Government

Transparent

Informed decision making

Service Oriented Participatory

Automated operation

Electronic Media for data storage

E-government principles1 Citizen-oriented Government should be at the disposal of the people

and not the other way around2 Convenience through efficiency Online procedures should make life

simpler and more convenient no need to show up in person no closing times no waiting in line or being sent back and forth between offices

3 Trust and security Citizens have to be able to trust electronic public authorities as much as they do the traditional ones

4 Transparency New technical advancements are only successful and accepted when all those affected by them are involved in the development process and they are carried out in a transparent fashion

5 Accessibility Public authority services must be accessible to everyone without discrimination

E-government principles (continued)6 Usability The range of electronic services offered must be organized in

an easily comprehensible clear and straightforward manner7 Data security Data protection is a right that is highly prized in society

Citizens place much value on the protection of their privacy8 Cooperation e-government functions best when all levels of

government work seamlessly together from the smallest local authority up to federal minis

9 Sustainability e-government has a modular structure which allows new components to be integrated immediately into the system to keep up with the latest technology tries

10 Interoperability Diverse types of systems need to be able to communicate with each another

11 Technological neutrality The speed with which systems solutions and devices are developed in the information and communication branch is faster than in any other area

Characteristics of e-government

ndash Use information communication infrastructurendash Efficiencyndash Transparencyndash Customer-orientation ndash Responsiveness ndash Participationndash Knowledge-based government

E-Government -Sectoral Focus

bull e-Health bull e-Educationbull e-Municipal works and Local Governmentbull e-Personnel citizens

27

Four dimensions of e-government bull E-services - the electronic delivery of government information programs

and services often (but not exclusively) over the Internetbull E-management - the use of information technology to improve the

management of government from streamlining business processes to improving the flow of information within government offices

bull E-democracy - the use of electronic communication vehicles such as e-mail and the Internet to increase citizen participation in the public decision-making process

bull E-commerce - the exchange of money for goods and services over the Internet such as citizens paying taxes and utility bills renewing vehicle registrations and paying for recreation programs or government buying office supplies and auctioning surplus equipment

The Four Stages of E-Government

Presence (Content)InteractionTransactionTransformation ndash relationship between

government and citizens will change fundamentally in positive ways producing more citizen-centric and responsive government and increasing citizen trust in government dramatically

Electronic interactions in communities

Delivery models of e-government servicesbull Government-to-government (G2G)

ndash This represents the backbone of e-government It involves sharing data and conducting electronic exchanges between governmental departments rather than being focused on the specific agency or agencies responsible for administering programs and policies

bull Government-to-business (G2B)ndash It includes both the sale of surplus government goods to the public as well as

the procurement of goods and services It aims to more effectively work with the private sector because of the high enthusiasm of this private sector and the potential for reducing costs through improved procurement practices and increased competition

bull Government-to-citizen (G2C) ndash This provides opportunities for greater citizen access to and interaction with

the government This is what some observers perceive to be the primary goal of e-government

32

E-governments interactions

Interaction levels in e-government

1 Information Making information available online for example on the Website of a public authority

2 Communication The ability to interactively access and exchange information

3 Transactions Carrying out services including signing application forms and delivering official documents and notifications electronically

Features of types of e-government

bull G2C Use the web for accessing services such as benefits loans recreational sites andor educational material etc Key lines of business social services recreation and natural resources grants and loans taxes etc

bull G2B Reduce burden on business by adopting process that enable collecting data once for multiple uses and streaming redundant data Key lines of business regulation economic development trade permitslicenses grantsloans asset management etc

bull G2G1048697Share and integrate all the data and documents at all different levels of governments such as federal state and local1048697Key lines of business economic development recreation and natural resources public safety law enforcement disaster response management grantsloans etc1048697Internal effectiveness and efficiency1048697Adopt commercial best practices in government operation reduce costs while increase outputs etc1048697Key lines of business supply chain management in government operations human resource management financial optimization etc

Types of E-Government (with examples)

bull BARRIERS AND OBSTACLES1048697Stakeholder resistance1048697Resistance from those who are benefitted most before e-government is introduced1048697How to mitigate mobilize the high level of political commitment persuade congressional leadership use incentives invite competition among agencies by linking the performance evaluation and incentives etc1048697Lack of trust1048697People do not trust the authenticity of electronically transferred data and documents1048697How to mitigate incorporate every possible security and safety measures in all business lines1048697Insufficient resources1048697Too much works(systems manpower etc) is necessary to provide appropriate services through e-government1048697How to mitigate efficient use of resources give priorities to individual programsprojects select and concentration strategies to the programs with the biggest impacts and utilities 1048697Lack of ITA(IT architecture)1048697Each agency adopts unique system andor SW that does not match with each other1048697How to mitigate standardization introduce common systems from the central government etc

bull Five stages1048697emerging rarrenhanced rarrinteractive rarrtransactional rarrseamless1048697Online information provision rarrbasic infra rarrservice provision rarrtransactions rarrintegrated services1048697Websites rarrunilateral information provision rarrinteractive information provision rarronline services managed rarrintegrated online services available

bull A new model for e-government reflecting balanced development of all aspects1048697Three aspects to be considered1048697E-democracy Open information rarre-community rarronline participation rarre-Governance 1048697Services Providing information rarronline services rarrone-stop portal rarrzero-stop CRM1048697Productivity DB rarronline process rarrback-office reengineering rarrorganizational transformation

bull Key elements of e-government development strategies1048697Strong leadership top-level leadership commitment and those at the organizational levels 1048697Develop and reconfigure current work flow1048697Progressively implement tasks according to priority1048697Evaluate system usability economic benefits and aftermath effects and implement further development plans as required1048697Reengineer the current off-line based operating procedures in all government activities to fit the online environment1048697Construct an integrated information resources environment1048697Seek out and apply good examples1048697Make a continuous effort to get rid of digital divides1048697Best strategies1048697No uniform answer1048697E-government is not a simple application of IT upon the existing government1048697Building e-government is just another beginning

bull KISS (wwwimmigrationgokr)bull 1048697Korea Immigration Smart Servicebull 1048697Received Public Service Award from the UN 2007bull 1048697Average waiting time decreased 60bull 1048697Inboundbull 1048697Before 20 minutes for Koreans 43 minutes for foreignersbull 1048697After 8 minutes for Koreans 17 minutes for foreignersbull 1048697Outboundbull 1048697Before 17 minutesbull 1048697After 7 minutesbull 1048697Home Tax Service (wwwhometaxgokr)bull 1048697Non-stop service for taxationbull 1048697e-filing e-Notification e-Payment and e-Issuance of certificatesbull 1048697Reduce costsbull 1048697Direct cost 460 billion won annuallybull 1048697Efficient and transparent tax administration contribute to reduce related administrative costs

bull UNI-PASS (wwwcustomsgokr)bull 1048697Customs clearance service anytime anywherebull 1048697Provide the fastest service among 171 member countries

in WCO (World Customs Organization)bull 1048697Performancebull 1048697Import from 2 or more days to 15 hoursbull 1048697Export from 1 or more days to 15 hoursbull 1048697Customs refund from 2 or more days to 52 hoursbull 1048697Customs payment from 4 or more days to 10 minutes

bull KIPOnet (wwwkipogokr)bull 1048697Ubiquitous IPR management systembull 1048697247 service availablebull 1048697Online application inquirybull 1048697Show the application processes and issue notice onlinebull 1048697Online issuance of various certificatesbull 1048697First introduce home-working among governmentbull 1048697KONEPS (wwwg2bgokr)bull 1048697E-commerce of government procurementbull 104869736000 agencies 170000 firms use KONEPSbull 1048697180000 visit everydaybull 104869744000 trillion won in 2006bull 104869727000 trillion contracted in e-commercebull 1048697UNCEFACT standard (March 20050 Global IT Excellence Award (May 2006) e-Asia Award (Aug

2007)

bull DART (wwwfscgokr)bull 1048697Data analysis retrieval and transfer systembull 1048697Fast and convenient access to huge business and finance

databases using ITbull 1048697305 million inquiries in 2006bull 1048697POSTNET (wwwkoreapostgokr)bull 1048697Web-based post service systembull 1048697Allow integrated services of all post office related services

including internet shopping using PDA GISGPS and so onbull 1048697400000 visitors everydaybull 1048697Exported to 15 countries including UK US Taiwan and India

bull G4C (wwwegovgokr) bull A web-based government portal for citizens1048697Allow multichannel access to

government services1048697Fast and convenient services1048697Introduce how inquires are managed (5100 kinds)1048697Review public document online (25 kinds)1048697Issue public certificate online (32 kinds)1048697Various applications (about 720 kinds1048697

bull Metropolitan Government of the City of Seoul1048697E-Government portal bus lines map service OPEN system hi-Seoul news citizen internet classroom usersrsquoguide and reservation services land information service micro-dust information online tax system etc1048697

bull Lower level local government cases of Kangnam-gu Office1048697Internet broadcasting1048697Lecture for university entrance examination additional lecture services for K-12 students area news etc1048697CCTV system in preventing urban crimes1048697Online Kindergarten watch system parents can see how their kidsare doing through internet21Sung

E-government as a social-technical system

What is ICTVarious terminologies

IT = Information TechnologyICT = Information and Communication Technology

IT ComponentsHardware

Computers infrastructureOther hardware (eg RFIDs)

Software Algorithms and logicOperating systems application development programs databasesNetworking is at the coreInternet server clientsWireless networking (mobile government)

Milestones in the History of ICT

Electronic relationships are made using the communications infrastructure provided by Internet and the different services available on Internet Most electronic relationships are made exclusively using the World Wide Web There are however other services such as email or file exchange

What is SocietyVarious terminologies

Society = a large social grouping sharing the same geographical or social territory subject to the same political authority and dominant cultural expectations

Community = a usually small social unit of any size that shares common values

Social ComponentsSocial capital

is the expected collective or economic benefits derived from the preferential treatment and cooperation between individuals and groups

ValuesIdentity social identity citizenshipPolitics political changesCulture sub-culturesReligious beliefs sects

Who are the actorsbull Local governments form of public administration which

in a majority of contexts exists as the lowest tier of administration within a given state

bull Citizens a person with citizenship in a state is called a citizen of it

bull Businesses an organization involved in the trade of goods services or both to consumers or to other businesses

bull NGOs (non-governmental organizations) legally constituted corporations created by natural or legal people that operate independently from any form of government

Why introduce e-governmentbull Increasing efficiency by streamlining business processes Implementing an

information technology system can reduce the number of steps in routine business processes and automate functions that were once manual

bull Improving internal communication Using technology to communicate within local governments can make it easier to keep up with what is going on in each department and program

bull Providing better customer service in action Technology can improve the way that local government serves constituents Offering self-service access to information through the Internet is one way to improve service

bull Keeping up with citizen demands and expectations Society is moving toward a more electronic way of life More and more businesses and citizens are working electronically

bull Promoting what you do well Offering an array of electronic information and services can help attract new residents and businesses looking for a progressive and forward thinking community

Why introduce e-governmentTraditional Government Characteristics

TOP DOWNNO or LIMITED LATERAL CONNECTIVITYLIMITED COLLABORATIONINFORMATION FLOW PREDOMINANTLY VERTICLECUSTOMER HAS NO PLACE WHYRULES BOUNDCULTURE AUTHORITARIAN

11

Why introduce e-government E-government as a main tool for government innovation

ndash Better works with less tax moneyndash Integrated services with immediate response

(247 365 days)ndash Crystal clear administrative processes

(transparency)ndash Participatory democracy better speak out rather

than being represented by elected officials

Traditional Vs E ndashGovernment Traditional Vs E ndashGovernment Use of Resources

Low High

InfrastructureFragmented Integrated

Cost of ServiceHigh Low

Speed of ServiceMonthsDays HoursMinute

Return on InvestmentLow High

TransparencyLow High

ParticipationLow High

Comparing the e-government and traditional government

Traditional Government bull Government-driven lt-gt bull Get in get-out lt-gt bull Distant customer contact lt-gt bull Information center lt-gt bull Process-based lt-gt bull Territorial lt-

gt

E-government bull Customer-drivenbull Enduring relationshipbull Immediate customer

servicebull Intelligent reporterbull Competency-basedbull Shared services

Traditional Vs E ndashGovernment Traditional Vs E ndashGovernment

E-government driving forces and barriers

It is not Computerizing the Existing

Government Processes It is not digitizing the files and documents of

the GovernmentE-Government = TechnologyE-Government = Government

E-Government What it is not

What does e-government mean to usbull For citizens e-government means being able to apply online for

various services and documents such as educational grants income tax forms or criminal record certificates Some documents like the residential registration form will become obsolete because authorities will be able to exchange this information electronically with each other directly

bull For businesses e-government means being able to fill out an application online for the Commercial Registry and to pick up their registration certification online when it is completed It means being able to get their questions on local taxes or foreign trade answered over the Internet Information on business insurance or new amendments to the city country laws should also be able to be researched

bull For local government it means optimizing work processes in areas such as construction management electronic customs clearance and materials and record management through the application of new technology and communication systems

E-readiness of government

the preparedness of a country for adopting e-government can be assessed broadly around

the above areas and parameters

before a country embarks on a journey towards adoption of e-government it has to assess its

state of lsquoe-readinessrsquo

When government is e-ready

An e-ready society is one that has mdash the necessary physical infrastructure (high bandwidth

reliability and affordable prices) mdash integrated current ICTs throughout businesses (e-

commerce local ICT sector) communities (local content many organizations online ICTs used in everyday life ICTs taught in schools) and the government (e-government)

mdash strong telecommunications competition independent regulation with a commitment to universal access

mdash and no limits on trade or foreign investment

E-government in details

ndash The transformation of public sector internal and external relationships through net-enabled operations IT and communications

ndash In order to improvebull Government service deliverybull Constituency participationbull Internal government operations

From Bureaucratic raquo

From Fragmented raquo

From authoritarian raquo

From closed raquo

Intuitionguess work raquo

Manual Operation raquo

Manual Data storage raquo

Citizen Centric

Integrated

Transformation in Government

Transparent

Informed decision making

Service Oriented Participatory

Automated operation

Electronic Media for data storage

E-government principles1 Citizen-oriented Government should be at the disposal of the people

and not the other way around2 Convenience through efficiency Online procedures should make life

simpler and more convenient no need to show up in person no closing times no waiting in line or being sent back and forth between offices

3 Trust and security Citizens have to be able to trust electronic public authorities as much as they do the traditional ones

4 Transparency New technical advancements are only successful and accepted when all those affected by them are involved in the development process and they are carried out in a transparent fashion

5 Accessibility Public authority services must be accessible to everyone without discrimination

E-government principles (continued)6 Usability The range of electronic services offered must be organized in

an easily comprehensible clear and straightforward manner7 Data security Data protection is a right that is highly prized in society

Citizens place much value on the protection of their privacy8 Cooperation e-government functions best when all levels of

government work seamlessly together from the smallest local authority up to federal minis

9 Sustainability e-government has a modular structure which allows new components to be integrated immediately into the system to keep up with the latest technology tries

10 Interoperability Diverse types of systems need to be able to communicate with each another

11 Technological neutrality The speed with which systems solutions and devices are developed in the information and communication branch is faster than in any other area

Characteristics of e-government

ndash Use information communication infrastructurendash Efficiencyndash Transparencyndash Customer-orientation ndash Responsiveness ndash Participationndash Knowledge-based government

E-Government -Sectoral Focus

bull e-Health bull e-Educationbull e-Municipal works and Local Governmentbull e-Personnel citizens

27

Four dimensions of e-government bull E-services - the electronic delivery of government information programs

and services often (but not exclusively) over the Internetbull E-management - the use of information technology to improve the

management of government from streamlining business processes to improving the flow of information within government offices

bull E-democracy - the use of electronic communication vehicles such as e-mail and the Internet to increase citizen participation in the public decision-making process

bull E-commerce - the exchange of money for goods and services over the Internet such as citizens paying taxes and utility bills renewing vehicle registrations and paying for recreation programs or government buying office supplies and auctioning surplus equipment

The Four Stages of E-Government

Presence (Content)InteractionTransactionTransformation ndash relationship between

government and citizens will change fundamentally in positive ways producing more citizen-centric and responsive government and increasing citizen trust in government dramatically

Electronic interactions in communities

Delivery models of e-government servicesbull Government-to-government (G2G)

ndash This represents the backbone of e-government It involves sharing data and conducting electronic exchanges between governmental departments rather than being focused on the specific agency or agencies responsible for administering programs and policies

bull Government-to-business (G2B)ndash It includes both the sale of surplus government goods to the public as well as

the procurement of goods and services It aims to more effectively work with the private sector because of the high enthusiasm of this private sector and the potential for reducing costs through improved procurement practices and increased competition

bull Government-to-citizen (G2C) ndash This provides opportunities for greater citizen access to and interaction with

the government This is what some observers perceive to be the primary goal of e-government

32

E-governments interactions

Interaction levels in e-government

1 Information Making information available online for example on the Website of a public authority

2 Communication The ability to interactively access and exchange information

3 Transactions Carrying out services including signing application forms and delivering official documents and notifications electronically

Features of types of e-government

bull G2C Use the web for accessing services such as benefits loans recreational sites andor educational material etc Key lines of business social services recreation and natural resources grants and loans taxes etc

bull G2B Reduce burden on business by adopting process that enable collecting data once for multiple uses and streaming redundant data Key lines of business regulation economic development trade permitslicenses grantsloans asset management etc

bull G2G1048697Share and integrate all the data and documents at all different levels of governments such as federal state and local1048697Key lines of business economic development recreation and natural resources public safety law enforcement disaster response management grantsloans etc1048697Internal effectiveness and efficiency1048697Adopt commercial best practices in government operation reduce costs while increase outputs etc1048697Key lines of business supply chain management in government operations human resource management financial optimization etc

Types of E-Government (with examples)

bull BARRIERS AND OBSTACLES1048697Stakeholder resistance1048697Resistance from those who are benefitted most before e-government is introduced1048697How to mitigate mobilize the high level of political commitment persuade congressional leadership use incentives invite competition among agencies by linking the performance evaluation and incentives etc1048697Lack of trust1048697People do not trust the authenticity of electronically transferred data and documents1048697How to mitigate incorporate every possible security and safety measures in all business lines1048697Insufficient resources1048697Too much works(systems manpower etc) is necessary to provide appropriate services through e-government1048697How to mitigate efficient use of resources give priorities to individual programsprojects select and concentration strategies to the programs with the biggest impacts and utilities 1048697Lack of ITA(IT architecture)1048697Each agency adopts unique system andor SW that does not match with each other1048697How to mitigate standardization introduce common systems from the central government etc

bull Five stages1048697emerging rarrenhanced rarrinteractive rarrtransactional rarrseamless1048697Online information provision rarrbasic infra rarrservice provision rarrtransactions rarrintegrated services1048697Websites rarrunilateral information provision rarrinteractive information provision rarronline services managed rarrintegrated online services available

bull A new model for e-government reflecting balanced development of all aspects1048697Three aspects to be considered1048697E-democracy Open information rarre-community rarronline participation rarre-Governance 1048697Services Providing information rarronline services rarrone-stop portal rarrzero-stop CRM1048697Productivity DB rarronline process rarrback-office reengineering rarrorganizational transformation

bull Key elements of e-government development strategies1048697Strong leadership top-level leadership commitment and those at the organizational levels 1048697Develop and reconfigure current work flow1048697Progressively implement tasks according to priority1048697Evaluate system usability economic benefits and aftermath effects and implement further development plans as required1048697Reengineer the current off-line based operating procedures in all government activities to fit the online environment1048697Construct an integrated information resources environment1048697Seek out and apply good examples1048697Make a continuous effort to get rid of digital divides1048697Best strategies1048697No uniform answer1048697E-government is not a simple application of IT upon the existing government1048697Building e-government is just another beginning

bull KISS (wwwimmigrationgokr)bull 1048697Korea Immigration Smart Servicebull 1048697Received Public Service Award from the UN 2007bull 1048697Average waiting time decreased 60bull 1048697Inboundbull 1048697Before 20 minutes for Koreans 43 minutes for foreignersbull 1048697After 8 minutes for Koreans 17 minutes for foreignersbull 1048697Outboundbull 1048697Before 17 minutesbull 1048697After 7 minutesbull 1048697Home Tax Service (wwwhometaxgokr)bull 1048697Non-stop service for taxationbull 1048697e-filing e-Notification e-Payment and e-Issuance of certificatesbull 1048697Reduce costsbull 1048697Direct cost 460 billion won annuallybull 1048697Efficient and transparent tax administration contribute to reduce related administrative costs

bull UNI-PASS (wwwcustomsgokr)bull 1048697Customs clearance service anytime anywherebull 1048697Provide the fastest service among 171 member countries

in WCO (World Customs Organization)bull 1048697Performancebull 1048697Import from 2 or more days to 15 hoursbull 1048697Export from 1 or more days to 15 hoursbull 1048697Customs refund from 2 or more days to 52 hoursbull 1048697Customs payment from 4 or more days to 10 minutes

bull KIPOnet (wwwkipogokr)bull 1048697Ubiquitous IPR management systembull 1048697247 service availablebull 1048697Online application inquirybull 1048697Show the application processes and issue notice onlinebull 1048697Online issuance of various certificatesbull 1048697First introduce home-working among governmentbull 1048697KONEPS (wwwg2bgokr)bull 1048697E-commerce of government procurementbull 104869736000 agencies 170000 firms use KONEPSbull 1048697180000 visit everydaybull 104869744000 trillion won in 2006bull 104869727000 trillion contracted in e-commercebull 1048697UNCEFACT standard (March 20050 Global IT Excellence Award (May 2006) e-Asia Award (Aug

2007)

bull DART (wwwfscgokr)bull 1048697Data analysis retrieval and transfer systembull 1048697Fast and convenient access to huge business and finance

databases using ITbull 1048697305 million inquiries in 2006bull 1048697POSTNET (wwwkoreapostgokr)bull 1048697Web-based post service systembull 1048697Allow integrated services of all post office related services

including internet shopping using PDA GISGPS and so onbull 1048697400000 visitors everydaybull 1048697Exported to 15 countries including UK US Taiwan and India

bull G4C (wwwegovgokr) bull A web-based government portal for citizens1048697Allow multichannel access to

government services1048697Fast and convenient services1048697Introduce how inquires are managed (5100 kinds)1048697Review public document online (25 kinds)1048697Issue public certificate online (32 kinds)1048697Various applications (about 720 kinds1048697

bull Metropolitan Government of the City of Seoul1048697E-Government portal bus lines map service OPEN system hi-Seoul news citizen internet classroom usersrsquoguide and reservation services land information service micro-dust information online tax system etc1048697

bull Lower level local government cases of Kangnam-gu Office1048697Internet broadcasting1048697Lecture for university entrance examination additional lecture services for K-12 students area news etc1048697CCTV system in preventing urban crimes1048697Online Kindergarten watch system parents can see how their kidsare doing through internet21Sung

What is ICTVarious terminologies

IT = Information TechnologyICT = Information and Communication Technology

IT ComponentsHardware

Computers infrastructureOther hardware (eg RFIDs)

Software Algorithms and logicOperating systems application development programs databasesNetworking is at the coreInternet server clientsWireless networking (mobile government)

Milestones in the History of ICT

Electronic relationships are made using the communications infrastructure provided by Internet and the different services available on Internet Most electronic relationships are made exclusively using the World Wide Web There are however other services such as email or file exchange

What is SocietyVarious terminologies

Society = a large social grouping sharing the same geographical or social territory subject to the same political authority and dominant cultural expectations

Community = a usually small social unit of any size that shares common values

Social ComponentsSocial capital

is the expected collective or economic benefits derived from the preferential treatment and cooperation between individuals and groups

ValuesIdentity social identity citizenshipPolitics political changesCulture sub-culturesReligious beliefs sects

Who are the actorsbull Local governments form of public administration which

in a majority of contexts exists as the lowest tier of administration within a given state

bull Citizens a person with citizenship in a state is called a citizen of it

bull Businesses an organization involved in the trade of goods services or both to consumers or to other businesses

bull NGOs (non-governmental organizations) legally constituted corporations created by natural or legal people that operate independently from any form of government

Why introduce e-governmentbull Increasing efficiency by streamlining business processes Implementing an

information technology system can reduce the number of steps in routine business processes and automate functions that were once manual

bull Improving internal communication Using technology to communicate within local governments can make it easier to keep up with what is going on in each department and program

bull Providing better customer service in action Technology can improve the way that local government serves constituents Offering self-service access to information through the Internet is one way to improve service

bull Keeping up with citizen demands and expectations Society is moving toward a more electronic way of life More and more businesses and citizens are working electronically

bull Promoting what you do well Offering an array of electronic information and services can help attract new residents and businesses looking for a progressive and forward thinking community

Why introduce e-governmentTraditional Government Characteristics

TOP DOWNNO or LIMITED LATERAL CONNECTIVITYLIMITED COLLABORATIONINFORMATION FLOW PREDOMINANTLY VERTICLECUSTOMER HAS NO PLACE WHYRULES BOUNDCULTURE AUTHORITARIAN

11

Why introduce e-government E-government as a main tool for government innovation

ndash Better works with less tax moneyndash Integrated services with immediate response

(247 365 days)ndash Crystal clear administrative processes

(transparency)ndash Participatory democracy better speak out rather

than being represented by elected officials

Traditional Vs E ndashGovernment Traditional Vs E ndashGovernment Use of Resources

Low High

InfrastructureFragmented Integrated

Cost of ServiceHigh Low

Speed of ServiceMonthsDays HoursMinute

Return on InvestmentLow High

TransparencyLow High

ParticipationLow High

Comparing the e-government and traditional government

Traditional Government bull Government-driven lt-gt bull Get in get-out lt-gt bull Distant customer contact lt-gt bull Information center lt-gt bull Process-based lt-gt bull Territorial lt-

gt

E-government bull Customer-drivenbull Enduring relationshipbull Immediate customer

servicebull Intelligent reporterbull Competency-basedbull Shared services

Traditional Vs E ndashGovernment Traditional Vs E ndashGovernment

E-government driving forces and barriers

It is not Computerizing the Existing

Government Processes It is not digitizing the files and documents of

the GovernmentE-Government = TechnologyE-Government = Government

E-Government What it is not

What does e-government mean to usbull For citizens e-government means being able to apply online for

various services and documents such as educational grants income tax forms or criminal record certificates Some documents like the residential registration form will become obsolete because authorities will be able to exchange this information electronically with each other directly

bull For businesses e-government means being able to fill out an application online for the Commercial Registry and to pick up their registration certification online when it is completed It means being able to get their questions on local taxes or foreign trade answered over the Internet Information on business insurance or new amendments to the city country laws should also be able to be researched

bull For local government it means optimizing work processes in areas such as construction management electronic customs clearance and materials and record management through the application of new technology and communication systems

E-readiness of government

the preparedness of a country for adopting e-government can be assessed broadly around

the above areas and parameters

before a country embarks on a journey towards adoption of e-government it has to assess its

state of lsquoe-readinessrsquo

When government is e-ready

An e-ready society is one that has mdash the necessary physical infrastructure (high bandwidth

reliability and affordable prices) mdash integrated current ICTs throughout businesses (e-

commerce local ICT sector) communities (local content many organizations online ICTs used in everyday life ICTs taught in schools) and the government (e-government)

mdash strong telecommunications competition independent regulation with a commitment to universal access

mdash and no limits on trade or foreign investment

E-government in details

ndash The transformation of public sector internal and external relationships through net-enabled operations IT and communications

ndash In order to improvebull Government service deliverybull Constituency participationbull Internal government operations

From Bureaucratic raquo

From Fragmented raquo

From authoritarian raquo

From closed raquo

Intuitionguess work raquo

Manual Operation raquo

Manual Data storage raquo

Citizen Centric

Integrated

Transformation in Government

Transparent

Informed decision making

Service Oriented Participatory

Automated operation

Electronic Media for data storage

E-government principles1 Citizen-oriented Government should be at the disposal of the people

and not the other way around2 Convenience through efficiency Online procedures should make life

simpler and more convenient no need to show up in person no closing times no waiting in line or being sent back and forth between offices

3 Trust and security Citizens have to be able to trust electronic public authorities as much as they do the traditional ones

4 Transparency New technical advancements are only successful and accepted when all those affected by them are involved in the development process and they are carried out in a transparent fashion

5 Accessibility Public authority services must be accessible to everyone without discrimination

E-government principles (continued)6 Usability The range of electronic services offered must be organized in

an easily comprehensible clear and straightforward manner7 Data security Data protection is a right that is highly prized in society

Citizens place much value on the protection of their privacy8 Cooperation e-government functions best when all levels of

government work seamlessly together from the smallest local authority up to federal minis

9 Sustainability e-government has a modular structure which allows new components to be integrated immediately into the system to keep up with the latest technology tries

10 Interoperability Diverse types of systems need to be able to communicate with each another

11 Technological neutrality The speed with which systems solutions and devices are developed in the information and communication branch is faster than in any other area

Characteristics of e-government

ndash Use information communication infrastructurendash Efficiencyndash Transparencyndash Customer-orientation ndash Responsiveness ndash Participationndash Knowledge-based government

E-Government -Sectoral Focus

bull e-Health bull e-Educationbull e-Municipal works and Local Governmentbull e-Personnel citizens

27

Four dimensions of e-government bull E-services - the electronic delivery of government information programs

and services often (but not exclusively) over the Internetbull E-management - the use of information technology to improve the

management of government from streamlining business processes to improving the flow of information within government offices

bull E-democracy - the use of electronic communication vehicles such as e-mail and the Internet to increase citizen participation in the public decision-making process

bull E-commerce - the exchange of money for goods and services over the Internet such as citizens paying taxes and utility bills renewing vehicle registrations and paying for recreation programs or government buying office supplies and auctioning surplus equipment

The Four Stages of E-Government

Presence (Content)InteractionTransactionTransformation ndash relationship between

government and citizens will change fundamentally in positive ways producing more citizen-centric and responsive government and increasing citizen trust in government dramatically

Electronic interactions in communities

Delivery models of e-government servicesbull Government-to-government (G2G)

ndash This represents the backbone of e-government It involves sharing data and conducting electronic exchanges between governmental departments rather than being focused on the specific agency or agencies responsible for administering programs and policies

bull Government-to-business (G2B)ndash It includes both the sale of surplus government goods to the public as well as

the procurement of goods and services It aims to more effectively work with the private sector because of the high enthusiasm of this private sector and the potential for reducing costs through improved procurement practices and increased competition

bull Government-to-citizen (G2C) ndash This provides opportunities for greater citizen access to and interaction with

the government This is what some observers perceive to be the primary goal of e-government

32

E-governments interactions

Interaction levels in e-government

1 Information Making information available online for example on the Website of a public authority

2 Communication The ability to interactively access and exchange information

3 Transactions Carrying out services including signing application forms and delivering official documents and notifications electronically

Features of types of e-government

bull G2C Use the web for accessing services such as benefits loans recreational sites andor educational material etc Key lines of business social services recreation and natural resources grants and loans taxes etc

bull G2B Reduce burden on business by adopting process that enable collecting data once for multiple uses and streaming redundant data Key lines of business regulation economic development trade permitslicenses grantsloans asset management etc

bull G2G1048697Share and integrate all the data and documents at all different levels of governments such as federal state and local1048697Key lines of business economic development recreation and natural resources public safety law enforcement disaster response management grantsloans etc1048697Internal effectiveness and efficiency1048697Adopt commercial best practices in government operation reduce costs while increase outputs etc1048697Key lines of business supply chain management in government operations human resource management financial optimization etc

Types of E-Government (with examples)

bull BARRIERS AND OBSTACLES1048697Stakeholder resistance1048697Resistance from those who are benefitted most before e-government is introduced1048697How to mitigate mobilize the high level of political commitment persuade congressional leadership use incentives invite competition among agencies by linking the performance evaluation and incentives etc1048697Lack of trust1048697People do not trust the authenticity of electronically transferred data and documents1048697How to mitigate incorporate every possible security and safety measures in all business lines1048697Insufficient resources1048697Too much works(systems manpower etc) is necessary to provide appropriate services through e-government1048697How to mitigate efficient use of resources give priorities to individual programsprojects select and concentration strategies to the programs with the biggest impacts and utilities 1048697Lack of ITA(IT architecture)1048697Each agency adopts unique system andor SW that does not match with each other1048697How to mitigate standardization introduce common systems from the central government etc

bull Five stages1048697emerging rarrenhanced rarrinteractive rarrtransactional rarrseamless1048697Online information provision rarrbasic infra rarrservice provision rarrtransactions rarrintegrated services1048697Websites rarrunilateral information provision rarrinteractive information provision rarronline services managed rarrintegrated online services available

bull A new model for e-government reflecting balanced development of all aspects1048697Three aspects to be considered1048697E-democracy Open information rarre-community rarronline participation rarre-Governance 1048697Services Providing information rarronline services rarrone-stop portal rarrzero-stop CRM1048697Productivity DB rarronline process rarrback-office reengineering rarrorganizational transformation

bull Key elements of e-government development strategies1048697Strong leadership top-level leadership commitment and those at the organizational levels 1048697Develop and reconfigure current work flow1048697Progressively implement tasks according to priority1048697Evaluate system usability economic benefits and aftermath effects and implement further development plans as required1048697Reengineer the current off-line based operating procedures in all government activities to fit the online environment1048697Construct an integrated information resources environment1048697Seek out and apply good examples1048697Make a continuous effort to get rid of digital divides1048697Best strategies1048697No uniform answer1048697E-government is not a simple application of IT upon the existing government1048697Building e-government is just another beginning

bull KISS (wwwimmigrationgokr)bull 1048697Korea Immigration Smart Servicebull 1048697Received Public Service Award from the UN 2007bull 1048697Average waiting time decreased 60bull 1048697Inboundbull 1048697Before 20 minutes for Koreans 43 minutes for foreignersbull 1048697After 8 minutes for Koreans 17 minutes for foreignersbull 1048697Outboundbull 1048697Before 17 minutesbull 1048697After 7 minutesbull 1048697Home Tax Service (wwwhometaxgokr)bull 1048697Non-stop service for taxationbull 1048697e-filing e-Notification e-Payment and e-Issuance of certificatesbull 1048697Reduce costsbull 1048697Direct cost 460 billion won annuallybull 1048697Efficient and transparent tax administration contribute to reduce related administrative costs

bull UNI-PASS (wwwcustomsgokr)bull 1048697Customs clearance service anytime anywherebull 1048697Provide the fastest service among 171 member countries

in WCO (World Customs Organization)bull 1048697Performancebull 1048697Import from 2 or more days to 15 hoursbull 1048697Export from 1 or more days to 15 hoursbull 1048697Customs refund from 2 or more days to 52 hoursbull 1048697Customs payment from 4 or more days to 10 minutes

bull KIPOnet (wwwkipogokr)bull 1048697Ubiquitous IPR management systembull 1048697247 service availablebull 1048697Online application inquirybull 1048697Show the application processes and issue notice onlinebull 1048697Online issuance of various certificatesbull 1048697First introduce home-working among governmentbull 1048697KONEPS (wwwg2bgokr)bull 1048697E-commerce of government procurementbull 104869736000 agencies 170000 firms use KONEPSbull 1048697180000 visit everydaybull 104869744000 trillion won in 2006bull 104869727000 trillion contracted in e-commercebull 1048697UNCEFACT standard (March 20050 Global IT Excellence Award (May 2006) e-Asia Award (Aug

2007)

bull DART (wwwfscgokr)bull 1048697Data analysis retrieval and transfer systembull 1048697Fast and convenient access to huge business and finance

databases using ITbull 1048697305 million inquiries in 2006bull 1048697POSTNET (wwwkoreapostgokr)bull 1048697Web-based post service systembull 1048697Allow integrated services of all post office related services

including internet shopping using PDA GISGPS and so onbull 1048697400000 visitors everydaybull 1048697Exported to 15 countries including UK US Taiwan and India

bull G4C (wwwegovgokr) bull A web-based government portal for citizens1048697Allow multichannel access to

government services1048697Fast and convenient services1048697Introduce how inquires are managed (5100 kinds)1048697Review public document online (25 kinds)1048697Issue public certificate online (32 kinds)1048697Various applications (about 720 kinds1048697

bull Metropolitan Government of the City of Seoul1048697E-Government portal bus lines map service OPEN system hi-Seoul news citizen internet classroom usersrsquoguide and reservation services land information service micro-dust information online tax system etc1048697

bull Lower level local government cases of Kangnam-gu Office1048697Internet broadcasting1048697Lecture for university entrance examination additional lecture services for K-12 students area news etc1048697CCTV system in preventing urban crimes1048697Online Kindergarten watch system parents can see how their kidsare doing through internet21Sung

Milestones in the History of ICT

Electronic relationships are made using the communications infrastructure provided by Internet and the different services available on Internet Most electronic relationships are made exclusively using the World Wide Web There are however other services such as email or file exchange

What is SocietyVarious terminologies

Society = a large social grouping sharing the same geographical or social territory subject to the same political authority and dominant cultural expectations

Community = a usually small social unit of any size that shares common values

Social ComponentsSocial capital

is the expected collective or economic benefits derived from the preferential treatment and cooperation between individuals and groups

ValuesIdentity social identity citizenshipPolitics political changesCulture sub-culturesReligious beliefs sects

Who are the actorsbull Local governments form of public administration which

in a majority of contexts exists as the lowest tier of administration within a given state

bull Citizens a person with citizenship in a state is called a citizen of it

bull Businesses an organization involved in the trade of goods services or both to consumers or to other businesses

bull NGOs (non-governmental organizations) legally constituted corporations created by natural or legal people that operate independently from any form of government

Why introduce e-governmentbull Increasing efficiency by streamlining business processes Implementing an

information technology system can reduce the number of steps in routine business processes and automate functions that were once manual

bull Improving internal communication Using technology to communicate within local governments can make it easier to keep up with what is going on in each department and program

bull Providing better customer service in action Technology can improve the way that local government serves constituents Offering self-service access to information through the Internet is one way to improve service

bull Keeping up with citizen demands and expectations Society is moving toward a more electronic way of life More and more businesses and citizens are working electronically

bull Promoting what you do well Offering an array of electronic information and services can help attract new residents and businesses looking for a progressive and forward thinking community

Why introduce e-governmentTraditional Government Characteristics

TOP DOWNNO or LIMITED LATERAL CONNECTIVITYLIMITED COLLABORATIONINFORMATION FLOW PREDOMINANTLY VERTICLECUSTOMER HAS NO PLACE WHYRULES BOUNDCULTURE AUTHORITARIAN

11

Why introduce e-government E-government as a main tool for government innovation

ndash Better works with less tax moneyndash Integrated services with immediate response

(247 365 days)ndash Crystal clear administrative processes

(transparency)ndash Participatory democracy better speak out rather

than being represented by elected officials

Traditional Vs E ndashGovernment Traditional Vs E ndashGovernment Use of Resources

Low High

InfrastructureFragmented Integrated

Cost of ServiceHigh Low

Speed of ServiceMonthsDays HoursMinute

Return on InvestmentLow High

TransparencyLow High

ParticipationLow High

Comparing the e-government and traditional government

Traditional Government bull Government-driven lt-gt bull Get in get-out lt-gt bull Distant customer contact lt-gt bull Information center lt-gt bull Process-based lt-gt bull Territorial lt-

gt

E-government bull Customer-drivenbull Enduring relationshipbull Immediate customer

servicebull Intelligent reporterbull Competency-basedbull Shared services

Traditional Vs E ndashGovernment Traditional Vs E ndashGovernment

E-government driving forces and barriers

It is not Computerizing the Existing

Government Processes It is not digitizing the files and documents of

the GovernmentE-Government = TechnologyE-Government = Government

E-Government What it is not

What does e-government mean to usbull For citizens e-government means being able to apply online for

various services and documents such as educational grants income tax forms or criminal record certificates Some documents like the residential registration form will become obsolete because authorities will be able to exchange this information electronically with each other directly

bull For businesses e-government means being able to fill out an application online for the Commercial Registry and to pick up their registration certification online when it is completed It means being able to get their questions on local taxes or foreign trade answered over the Internet Information on business insurance or new amendments to the city country laws should also be able to be researched

bull For local government it means optimizing work processes in areas such as construction management electronic customs clearance and materials and record management through the application of new technology and communication systems

E-readiness of government

the preparedness of a country for adopting e-government can be assessed broadly around

the above areas and parameters

before a country embarks on a journey towards adoption of e-government it has to assess its

state of lsquoe-readinessrsquo

When government is e-ready

An e-ready society is one that has mdash the necessary physical infrastructure (high bandwidth

reliability and affordable prices) mdash integrated current ICTs throughout businesses (e-

commerce local ICT sector) communities (local content many organizations online ICTs used in everyday life ICTs taught in schools) and the government (e-government)

mdash strong telecommunications competition independent regulation with a commitment to universal access

mdash and no limits on trade or foreign investment

E-government in details

ndash The transformation of public sector internal and external relationships through net-enabled operations IT and communications

ndash In order to improvebull Government service deliverybull Constituency participationbull Internal government operations

From Bureaucratic raquo

From Fragmented raquo

From authoritarian raquo

From closed raquo

Intuitionguess work raquo

Manual Operation raquo

Manual Data storage raquo

Citizen Centric

Integrated

Transformation in Government

Transparent

Informed decision making

Service Oriented Participatory

Automated operation

Electronic Media for data storage

E-government principles1 Citizen-oriented Government should be at the disposal of the people

and not the other way around2 Convenience through efficiency Online procedures should make life

simpler and more convenient no need to show up in person no closing times no waiting in line or being sent back and forth between offices

3 Trust and security Citizens have to be able to trust electronic public authorities as much as they do the traditional ones

4 Transparency New technical advancements are only successful and accepted when all those affected by them are involved in the development process and they are carried out in a transparent fashion

5 Accessibility Public authority services must be accessible to everyone without discrimination

E-government principles (continued)6 Usability The range of electronic services offered must be organized in

an easily comprehensible clear and straightforward manner7 Data security Data protection is a right that is highly prized in society

Citizens place much value on the protection of their privacy8 Cooperation e-government functions best when all levels of

government work seamlessly together from the smallest local authority up to federal minis

9 Sustainability e-government has a modular structure which allows new components to be integrated immediately into the system to keep up with the latest technology tries

10 Interoperability Diverse types of systems need to be able to communicate with each another

11 Technological neutrality The speed with which systems solutions and devices are developed in the information and communication branch is faster than in any other area

Characteristics of e-government

ndash Use information communication infrastructurendash Efficiencyndash Transparencyndash Customer-orientation ndash Responsiveness ndash Participationndash Knowledge-based government

E-Government -Sectoral Focus

bull e-Health bull e-Educationbull e-Municipal works and Local Governmentbull e-Personnel citizens

27

Four dimensions of e-government bull E-services - the electronic delivery of government information programs

and services often (but not exclusively) over the Internetbull E-management - the use of information technology to improve the

management of government from streamlining business processes to improving the flow of information within government offices

bull E-democracy - the use of electronic communication vehicles such as e-mail and the Internet to increase citizen participation in the public decision-making process

bull E-commerce - the exchange of money for goods and services over the Internet such as citizens paying taxes and utility bills renewing vehicle registrations and paying for recreation programs or government buying office supplies and auctioning surplus equipment

The Four Stages of E-Government

Presence (Content)InteractionTransactionTransformation ndash relationship between

government and citizens will change fundamentally in positive ways producing more citizen-centric and responsive government and increasing citizen trust in government dramatically

Electronic interactions in communities

Delivery models of e-government servicesbull Government-to-government (G2G)

ndash This represents the backbone of e-government It involves sharing data and conducting electronic exchanges between governmental departments rather than being focused on the specific agency or agencies responsible for administering programs and policies

bull Government-to-business (G2B)ndash It includes both the sale of surplus government goods to the public as well as

the procurement of goods and services It aims to more effectively work with the private sector because of the high enthusiasm of this private sector and the potential for reducing costs through improved procurement practices and increased competition

bull Government-to-citizen (G2C) ndash This provides opportunities for greater citizen access to and interaction with

the government This is what some observers perceive to be the primary goal of e-government

32

E-governments interactions

Interaction levels in e-government

1 Information Making information available online for example on the Website of a public authority

2 Communication The ability to interactively access and exchange information

3 Transactions Carrying out services including signing application forms and delivering official documents and notifications electronically

Features of types of e-government

bull G2C Use the web for accessing services such as benefits loans recreational sites andor educational material etc Key lines of business social services recreation and natural resources grants and loans taxes etc

bull G2B Reduce burden on business by adopting process that enable collecting data once for multiple uses and streaming redundant data Key lines of business regulation economic development trade permitslicenses grantsloans asset management etc

bull G2G1048697Share and integrate all the data and documents at all different levels of governments such as federal state and local1048697Key lines of business economic development recreation and natural resources public safety law enforcement disaster response management grantsloans etc1048697Internal effectiveness and efficiency1048697Adopt commercial best practices in government operation reduce costs while increase outputs etc1048697Key lines of business supply chain management in government operations human resource management financial optimization etc

Types of E-Government (with examples)

bull BARRIERS AND OBSTACLES1048697Stakeholder resistance1048697Resistance from those who are benefitted most before e-government is introduced1048697How to mitigate mobilize the high level of political commitment persuade congressional leadership use incentives invite competition among agencies by linking the performance evaluation and incentives etc1048697Lack of trust1048697People do not trust the authenticity of electronically transferred data and documents1048697How to mitigate incorporate every possible security and safety measures in all business lines1048697Insufficient resources1048697Too much works(systems manpower etc) is necessary to provide appropriate services through e-government1048697How to mitigate efficient use of resources give priorities to individual programsprojects select and concentration strategies to the programs with the biggest impacts and utilities 1048697Lack of ITA(IT architecture)1048697Each agency adopts unique system andor SW that does not match with each other1048697How to mitigate standardization introduce common systems from the central government etc

bull Five stages1048697emerging rarrenhanced rarrinteractive rarrtransactional rarrseamless1048697Online information provision rarrbasic infra rarrservice provision rarrtransactions rarrintegrated services1048697Websites rarrunilateral information provision rarrinteractive information provision rarronline services managed rarrintegrated online services available

bull A new model for e-government reflecting balanced development of all aspects1048697Three aspects to be considered1048697E-democracy Open information rarre-community rarronline participation rarre-Governance 1048697Services Providing information rarronline services rarrone-stop portal rarrzero-stop CRM1048697Productivity DB rarronline process rarrback-office reengineering rarrorganizational transformation

bull Key elements of e-government development strategies1048697Strong leadership top-level leadership commitment and those at the organizational levels 1048697Develop and reconfigure current work flow1048697Progressively implement tasks according to priority1048697Evaluate system usability economic benefits and aftermath effects and implement further development plans as required1048697Reengineer the current off-line based operating procedures in all government activities to fit the online environment1048697Construct an integrated information resources environment1048697Seek out and apply good examples1048697Make a continuous effort to get rid of digital divides1048697Best strategies1048697No uniform answer1048697E-government is not a simple application of IT upon the existing government1048697Building e-government is just another beginning

bull KISS (wwwimmigrationgokr)bull 1048697Korea Immigration Smart Servicebull 1048697Received Public Service Award from the UN 2007bull 1048697Average waiting time decreased 60bull 1048697Inboundbull 1048697Before 20 minutes for Koreans 43 minutes for foreignersbull 1048697After 8 minutes for Koreans 17 minutes for foreignersbull 1048697Outboundbull 1048697Before 17 minutesbull 1048697After 7 minutesbull 1048697Home Tax Service (wwwhometaxgokr)bull 1048697Non-stop service for taxationbull 1048697e-filing e-Notification e-Payment and e-Issuance of certificatesbull 1048697Reduce costsbull 1048697Direct cost 460 billion won annuallybull 1048697Efficient and transparent tax administration contribute to reduce related administrative costs

bull UNI-PASS (wwwcustomsgokr)bull 1048697Customs clearance service anytime anywherebull 1048697Provide the fastest service among 171 member countries

in WCO (World Customs Organization)bull 1048697Performancebull 1048697Import from 2 or more days to 15 hoursbull 1048697Export from 1 or more days to 15 hoursbull 1048697Customs refund from 2 or more days to 52 hoursbull 1048697Customs payment from 4 or more days to 10 minutes

bull KIPOnet (wwwkipogokr)bull 1048697Ubiquitous IPR management systembull 1048697247 service availablebull 1048697Online application inquirybull 1048697Show the application processes and issue notice onlinebull 1048697Online issuance of various certificatesbull 1048697First introduce home-working among governmentbull 1048697KONEPS (wwwg2bgokr)bull 1048697E-commerce of government procurementbull 104869736000 agencies 170000 firms use KONEPSbull 1048697180000 visit everydaybull 104869744000 trillion won in 2006bull 104869727000 trillion contracted in e-commercebull 1048697UNCEFACT standard (March 20050 Global IT Excellence Award (May 2006) e-Asia Award (Aug

2007)

bull DART (wwwfscgokr)bull 1048697Data analysis retrieval and transfer systembull 1048697Fast and convenient access to huge business and finance

databases using ITbull 1048697305 million inquiries in 2006bull 1048697POSTNET (wwwkoreapostgokr)bull 1048697Web-based post service systembull 1048697Allow integrated services of all post office related services

including internet shopping using PDA GISGPS and so onbull 1048697400000 visitors everydaybull 1048697Exported to 15 countries including UK US Taiwan and India

bull G4C (wwwegovgokr) bull A web-based government portal for citizens1048697Allow multichannel access to

government services1048697Fast and convenient services1048697Introduce how inquires are managed (5100 kinds)1048697Review public document online (25 kinds)1048697Issue public certificate online (32 kinds)1048697Various applications (about 720 kinds1048697

bull Metropolitan Government of the City of Seoul1048697E-Government portal bus lines map service OPEN system hi-Seoul news citizen internet classroom usersrsquoguide and reservation services land information service micro-dust information online tax system etc1048697

bull Lower level local government cases of Kangnam-gu Office1048697Internet broadcasting1048697Lecture for university entrance examination additional lecture services for K-12 students area news etc1048697CCTV system in preventing urban crimes1048697Online Kindergarten watch system parents can see how their kidsare doing through internet21Sung

What is SocietyVarious terminologies

Society = a large social grouping sharing the same geographical or social territory subject to the same political authority and dominant cultural expectations

Community = a usually small social unit of any size that shares common values

Social ComponentsSocial capital

is the expected collective or economic benefits derived from the preferential treatment and cooperation between individuals and groups

ValuesIdentity social identity citizenshipPolitics political changesCulture sub-culturesReligious beliefs sects

Who are the actorsbull Local governments form of public administration which

in a majority of contexts exists as the lowest tier of administration within a given state

bull Citizens a person with citizenship in a state is called a citizen of it

bull Businesses an organization involved in the trade of goods services or both to consumers or to other businesses

bull NGOs (non-governmental organizations) legally constituted corporations created by natural or legal people that operate independently from any form of government

Why introduce e-governmentbull Increasing efficiency by streamlining business processes Implementing an

information technology system can reduce the number of steps in routine business processes and automate functions that were once manual

bull Improving internal communication Using technology to communicate within local governments can make it easier to keep up with what is going on in each department and program

bull Providing better customer service in action Technology can improve the way that local government serves constituents Offering self-service access to information through the Internet is one way to improve service

bull Keeping up with citizen demands and expectations Society is moving toward a more electronic way of life More and more businesses and citizens are working electronically

bull Promoting what you do well Offering an array of electronic information and services can help attract new residents and businesses looking for a progressive and forward thinking community

Why introduce e-governmentTraditional Government Characteristics

TOP DOWNNO or LIMITED LATERAL CONNECTIVITYLIMITED COLLABORATIONINFORMATION FLOW PREDOMINANTLY VERTICLECUSTOMER HAS NO PLACE WHYRULES BOUNDCULTURE AUTHORITARIAN

11

Why introduce e-government E-government as a main tool for government innovation

ndash Better works with less tax moneyndash Integrated services with immediate response

(247 365 days)ndash Crystal clear administrative processes

(transparency)ndash Participatory democracy better speak out rather

than being represented by elected officials

Traditional Vs E ndashGovernment Traditional Vs E ndashGovernment Use of Resources

Low High

InfrastructureFragmented Integrated

Cost of ServiceHigh Low

Speed of ServiceMonthsDays HoursMinute

Return on InvestmentLow High

TransparencyLow High

ParticipationLow High

Comparing the e-government and traditional government

Traditional Government bull Government-driven lt-gt bull Get in get-out lt-gt bull Distant customer contact lt-gt bull Information center lt-gt bull Process-based lt-gt bull Territorial lt-

gt

E-government bull Customer-drivenbull Enduring relationshipbull Immediate customer

servicebull Intelligent reporterbull Competency-basedbull Shared services

Traditional Vs E ndashGovernment Traditional Vs E ndashGovernment

E-government driving forces and barriers

It is not Computerizing the Existing

Government Processes It is not digitizing the files and documents of

the GovernmentE-Government = TechnologyE-Government = Government

E-Government What it is not

What does e-government mean to usbull For citizens e-government means being able to apply online for

various services and documents such as educational grants income tax forms or criminal record certificates Some documents like the residential registration form will become obsolete because authorities will be able to exchange this information electronically with each other directly

bull For businesses e-government means being able to fill out an application online for the Commercial Registry and to pick up their registration certification online when it is completed It means being able to get their questions on local taxes or foreign trade answered over the Internet Information on business insurance or new amendments to the city country laws should also be able to be researched

bull For local government it means optimizing work processes in areas such as construction management electronic customs clearance and materials and record management through the application of new technology and communication systems

E-readiness of government

the preparedness of a country for adopting e-government can be assessed broadly around

the above areas and parameters

before a country embarks on a journey towards adoption of e-government it has to assess its

state of lsquoe-readinessrsquo

When government is e-ready

An e-ready society is one that has mdash the necessary physical infrastructure (high bandwidth

reliability and affordable prices) mdash integrated current ICTs throughout businesses (e-

commerce local ICT sector) communities (local content many organizations online ICTs used in everyday life ICTs taught in schools) and the government (e-government)

mdash strong telecommunications competition independent regulation with a commitment to universal access

mdash and no limits on trade or foreign investment

E-government in details

ndash The transformation of public sector internal and external relationships through net-enabled operations IT and communications

ndash In order to improvebull Government service deliverybull Constituency participationbull Internal government operations

From Bureaucratic raquo

From Fragmented raquo

From authoritarian raquo

From closed raquo

Intuitionguess work raquo

Manual Operation raquo

Manual Data storage raquo

Citizen Centric

Integrated

Transformation in Government

Transparent

Informed decision making

Service Oriented Participatory

Automated operation

Electronic Media for data storage

E-government principles1 Citizen-oriented Government should be at the disposal of the people

and not the other way around2 Convenience through efficiency Online procedures should make life

simpler and more convenient no need to show up in person no closing times no waiting in line or being sent back and forth between offices

3 Trust and security Citizens have to be able to trust electronic public authorities as much as they do the traditional ones

4 Transparency New technical advancements are only successful and accepted when all those affected by them are involved in the development process and they are carried out in a transparent fashion

5 Accessibility Public authority services must be accessible to everyone without discrimination

E-government principles (continued)6 Usability The range of electronic services offered must be organized in

an easily comprehensible clear and straightforward manner7 Data security Data protection is a right that is highly prized in society

Citizens place much value on the protection of their privacy8 Cooperation e-government functions best when all levels of

government work seamlessly together from the smallest local authority up to federal minis

9 Sustainability e-government has a modular structure which allows new components to be integrated immediately into the system to keep up with the latest technology tries

10 Interoperability Diverse types of systems need to be able to communicate with each another

11 Technological neutrality The speed with which systems solutions and devices are developed in the information and communication branch is faster than in any other area

Characteristics of e-government

ndash Use information communication infrastructurendash Efficiencyndash Transparencyndash Customer-orientation ndash Responsiveness ndash Participationndash Knowledge-based government

E-Government -Sectoral Focus

bull e-Health bull e-Educationbull e-Municipal works and Local Governmentbull e-Personnel citizens

27

Four dimensions of e-government bull E-services - the electronic delivery of government information programs

and services often (but not exclusively) over the Internetbull E-management - the use of information technology to improve the

management of government from streamlining business processes to improving the flow of information within government offices

bull E-democracy - the use of electronic communication vehicles such as e-mail and the Internet to increase citizen participation in the public decision-making process

bull E-commerce - the exchange of money for goods and services over the Internet such as citizens paying taxes and utility bills renewing vehicle registrations and paying for recreation programs or government buying office supplies and auctioning surplus equipment

The Four Stages of E-Government

Presence (Content)InteractionTransactionTransformation ndash relationship between

government and citizens will change fundamentally in positive ways producing more citizen-centric and responsive government and increasing citizen trust in government dramatically

Electronic interactions in communities

Delivery models of e-government servicesbull Government-to-government (G2G)

ndash This represents the backbone of e-government It involves sharing data and conducting electronic exchanges between governmental departments rather than being focused on the specific agency or agencies responsible for administering programs and policies

bull Government-to-business (G2B)ndash It includes both the sale of surplus government goods to the public as well as

the procurement of goods and services It aims to more effectively work with the private sector because of the high enthusiasm of this private sector and the potential for reducing costs through improved procurement practices and increased competition

bull Government-to-citizen (G2C) ndash This provides opportunities for greater citizen access to and interaction with

the government This is what some observers perceive to be the primary goal of e-government

32

E-governments interactions

Interaction levels in e-government

1 Information Making information available online for example on the Website of a public authority

2 Communication The ability to interactively access and exchange information

3 Transactions Carrying out services including signing application forms and delivering official documents and notifications electronically

Features of types of e-government

bull G2C Use the web for accessing services such as benefits loans recreational sites andor educational material etc Key lines of business social services recreation and natural resources grants and loans taxes etc

bull G2B Reduce burden on business by adopting process that enable collecting data once for multiple uses and streaming redundant data Key lines of business regulation economic development trade permitslicenses grantsloans asset management etc

bull G2G1048697Share and integrate all the data and documents at all different levels of governments such as federal state and local1048697Key lines of business economic development recreation and natural resources public safety law enforcement disaster response management grantsloans etc1048697Internal effectiveness and efficiency1048697Adopt commercial best practices in government operation reduce costs while increase outputs etc1048697Key lines of business supply chain management in government operations human resource management financial optimization etc

Types of E-Government (with examples)

bull BARRIERS AND OBSTACLES1048697Stakeholder resistance1048697Resistance from those who are benefitted most before e-government is introduced1048697How to mitigate mobilize the high level of political commitment persuade congressional leadership use incentives invite competition among agencies by linking the performance evaluation and incentives etc1048697Lack of trust1048697People do not trust the authenticity of electronically transferred data and documents1048697How to mitigate incorporate every possible security and safety measures in all business lines1048697Insufficient resources1048697Too much works(systems manpower etc) is necessary to provide appropriate services through e-government1048697How to mitigate efficient use of resources give priorities to individual programsprojects select and concentration strategies to the programs with the biggest impacts and utilities 1048697Lack of ITA(IT architecture)1048697Each agency adopts unique system andor SW that does not match with each other1048697How to mitigate standardization introduce common systems from the central government etc

bull Five stages1048697emerging rarrenhanced rarrinteractive rarrtransactional rarrseamless1048697Online information provision rarrbasic infra rarrservice provision rarrtransactions rarrintegrated services1048697Websites rarrunilateral information provision rarrinteractive information provision rarronline services managed rarrintegrated online services available

bull A new model for e-government reflecting balanced development of all aspects1048697Three aspects to be considered1048697E-democracy Open information rarre-community rarronline participation rarre-Governance 1048697Services Providing information rarronline services rarrone-stop portal rarrzero-stop CRM1048697Productivity DB rarronline process rarrback-office reengineering rarrorganizational transformation

bull Key elements of e-government development strategies1048697Strong leadership top-level leadership commitment and those at the organizational levels 1048697Develop and reconfigure current work flow1048697Progressively implement tasks according to priority1048697Evaluate system usability economic benefits and aftermath effects and implement further development plans as required1048697Reengineer the current off-line based operating procedures in all government activities to fit the online environment1048697Construct an integrated information resources environment1048697Seek out and apply good examples1048697Make a continuous effort to get rid of digital divides1048697Best strategies1048697No uniform answer1048697E-government is not a simple application of IT upon the existing government1048697Building e-government is just another beginning

bull KISS (wwwimmigrationgokr)bull 1048697Korea Immigration Smart Servicebull 1048697Received Public Service Award from the UN 2007bull 1048697Average waiting time decreased 60bull 1048697Inboundbull 1048697Before 20 minutes for Koreans 43 minutes for foreignersbull 1048697After 8 minutes for Koreans 17 minutes for foreignersbull 1048697Outboundbull 1048697Before 17 minutesbull 1048697After 7 minutesbull 1048697Home Tax Service (wwwhometaxgokr)bull 1048697Non-stop service for taxationbull 1048697e-filing e-Notification e-Payment and e-Issuance of certificatesbull 1048697Reduce costsbull 1048697Direct cost 460 billion won annuallybull 1048697Efficient and transparent tax administration contribute to reduce related administrative costs

bull UNI-PASS (wwwcustomsgokr)bull 1048697Customs clearance service anytime anywherebull 1048697Provide the fastest service among 171 member countries

in WCO (World Customs Organization)bull 1048697Performancebull 1048697Import from 2 or more days to 15 hoursbull 1048697Export from 1 or more days to 15 hoursbull 1048697Customs refund from 2 or more days to 52 hoursbull 1048697Customs payment from 4 or more days to 10 minutes

bull KIPOnet (wwwkipogokr)bull 1048697Ubiquitous IPR management systembull 1048697247 service availablebull 1048697Online application inquirybull 1048697Show the application processes and issue notice onlinebull 1048697Online issuance of various certificatesbull 1048697First introduce home-working among governmentbull 1048697KONEPS (wwwg2bgokr)bull 1048697E-commerce of government procurementbull 104869736000 agencies 170000 firms use KONEPSbull 1048697180000 visit everydaybull 104869744000 trillion won in 2006bull 104869727000 trillion contracted in e-commercebull 1048697UNCEFACT standard (March 20050 Global IT Excellence Award (May 2006) e-Asia Award (Aug

2007)

bull DART (wwwfscgokr)bull 1048697Data analysis retrieval and transfer systembull 1048697Fast and convenient access to huge business and finance

databases using ITbull 1048697305 million inquiries in 2006bull 1048697POSTNET (wwwkoreapostgokr)bull 1048697Web-based post service systembull 1048697Allow integrated services of all post office related services

including internet shopping using PDA GISGPS and so onbull 1048697400000 visitors everydaybull 1048697Exported to 15 countries including UK US Taiwan and India

bull G4C (wwwegovgokr) bull A web-based government portal for citizens1048697Allow multichannel access to

government services1048697Fast and convenient services1048697Introduce how inquires are managed (5100 kinds)1048697Review public document online (25 kinds)1048697Issue public certificate online (32 kinds)1048697Various applications (about 720 kinds1048697

bull Metropolitan Government of the City of Seoul1048697E-Government portal bus lines map service OPEN system hi-Seoul news citizen internet classroom usersrsquoguide and reservation services land information service micro-dust information online tax system etc1048697

bull Lower level local government cases of Kangnam-gu Office1048697Internet broadcasting1048697Lecture for university entrance examination additional lecture services for K-12 students area news etc1048697CCTV system in preventing urban crimes1048697Online Kindergarten watch system parents can see how their kidsare doing through internet21Sung

Who are the actorsbull Local governments form of public administration which

in a majority of contexts exists as the lowest tier of administration within a given state

bull Citizens a person with citizenship in a state is called a citizen of it

bull Businesses an organization involved in the trade of goods services or both to consumers or to other businesses

bull NGOs (non-governmental organizations) legally constituted corporations created by natural or legal people that operate independently from any form of government

Why introduce e-governmentbull Increasing efficiency by streamlining business processes Implementing an

information technology system can reduce the number of steps in routine business processes and automate functions that were once manual

bull Improving internal communication Using technology to communicate within local governments can make it easier to keep up with what is going on in each department and program

bull Providing better customer service in action Technology can improve the way that local government serves constituents Offering self-service access to information through the Internet is one way to improve service

bull Keeping up with citizen demands and expectations Society is moving toward a more electronic way of life More and more businesses and citizens are working electronically

bull Promoting what you do well Offering an array of electronic information and services can help attract new residents and businesses looking for a progressive and forward thinking community

Why introduce e-governmentTraditional Government Characteristics

TOP DOWNNO or LIMITED LATERAL CONNECTIVITYLIMITED COLLABORATIONINFORMATION FLOW PREDOMINANTLY VERTICLECUSTOMER HAS NO PLACE WHYRULES BOUNDCULTURE AUTHORITARIAN

11

Why introduce e-government E-government as a main tool for government innovation

ndash Better works with less tax moneyndash Integrated services with immediate response

(247 365 days)ndash Crystal clear administrative processes

(transparency)ndash Participatory democracy better speak out rather

than being represented by elected officials

Traditional Vs E ndashGovernment Traditional Vs E ndashGovernment Use of Resources

Low High

InfrastructureFragmented Integrated

Cost of ServiceHigh Low

Speed of ServiceMonthsDays HoursMinute

Return on InvestmentLow High

TransparencyLow High

ParticipationLow High

Comparing the e-government and traditional government

Traditional Government bull Government-driven lt-gt bull Get in get-out lt-gt bull Distant customer contact lt-gt bull Information center lt-gt bull Process-based lt-gt bull Territorial lt-

gt

E-government bull Customer-drivenbull Enduring relationshipbull Immediate customer

servicebull Intelligent reporterbull Competency-basedbull Shared services

Traditional Vs E ndashGovernment Traditional Vs E ndashGovernment

E-government driving forces and barriers

It is not Computerizing the Existing

Government Processes It is not digitizing the files and documents of

the GovernmentE-Government = TechnologyE-Government = Government

E-Government What it is not

What does e-government mean to usbull For citizens e-government means being able to apply online for

various services and documents such as educational grants income tax forms or criminal record certificates Some documents like the residential registration form will become obsolete because authorities will be able to exchange this information electronically with each other directly

bull For businesses e-government means being able to fill out an application online for the Commercial Registry and to pick up their registration certification online when it is completed It means being able to get their questions on local taxes or foreign trade answered over the Internet Information on business insurance or new amendments to the city country laws should also be able to be researched

bull For local government it means optimizing work processes in areas such as construction management electronic customs clearance and materials and record management through the application of new technology and communication systems

E-readiness of government

the preparedness of a country for adopting e-government can be assessed broadly around

the above areas and parameters

before a country embarks on a journey towards adoption of e-government it has to assess its

state of lsquoe-readinessrsquo

When government is e-ready

An e-ready society is one that has mdash the necessary physical infrastructure (high bandwidth

reliability and affordable prices) mdash integrated current ICTs throughout businesses (e-

commerce local ICT sector) communities (local content many organizations online ICTs used in everyday life ICTs taught in schools) and the government (e-government)

mdash strong telecommunications competition independent regulation with a commitment to universal access

mdash and no limits on trade or foreign investment

E-government in details

ndash The transformation of public sector internal and external relationships through net-enabled operations IT and communications

ndash In order to improvebull Government service deliverybull Constituency participationbull Internal government operations

From Bureaucratic raquo

From Fragmented raquo

From authoritarian raquo

From closed raquo

Intuitionguess work raquo

Manual Operation raquo

Manual Data storage raquo

Citizen Centric

Integrated

Transformation in Government

Transparent

Informed decision making

Service Oriented Participatory

Automated operation

Electronic Media for data storage

E-government principles1 Citizen-oriented Government should be at the disposal of the people

and not the other way around2 Convenience through efficiency Online procedures should make life

simpler and more convenient no need to show up in person no closing times no waiting in line or being sent back and forth between offices

3 Trust and security Citizens have to be able to trust electronic public authorities as much as they do the traditional ones

4 Transparency New technical advancements are only successful and accepted when all those affected by them are involved in the development process and they are carried out in a transparent fashion

5 Accessibility Public authority services must be accessible to everyone without discrimination

E-government principles (continued)6 Usability The range of electronic services offered must be organized in

an easily comprehensible clear and straightforward manner7 Data security Data protection is a right that is highly prized in society

Citizens place much value on the protection of their privacy8 Cooperation e-government functions best when all levels of

government work seamlessly together from the smallest local authority up to federal minis

9 Sustainability e-government has a modular structure which allows new components to be integrated immediately into the system to keep up with the latest technology tries

10 Interoperability Diverse types of systems need to be able to communicate with each another

11 Technological neutrality The speed with which systems solutions and devices are developed in the information and communication branch is faster than in any other area

Characteristics of e-government

ndash Use information communication infrastructurendash Efficiencyndash Transparencyndash Customer-orientation ndash Responsiveness ndash Participationndash Knowledge-based government

E-Government -Sectoral Focus

bull e-Health bull e-Educationbull e-Municipal works and Local Governmentbull e-Personnel citizens

27

Four dimensions of e-government bull E-services - the electronic delivery of government information programs

and services often (but not exclusively) over the Internetbull E-management - the use of information technology to improve the

management of government from streamlining business processes to improving the flow of information within government offices

bull E-democracy - the use of electronic communication vehicles such as e-mail and the Internet to increase citizen participation in the public decision-making process

bull E-commerce - the exchange of money for goods and services over the Internet such as citizens paying taxes and utility bills renewing vehicle registrations and paying for recreation programs or government buying office supplies and auctioning surplus equipment

The Four Stages of E-Government

Presence (Content)InteractionTransactionTransformation ndash relationship between

government and citizens will change fundamentally in positive ways producing more citizen-centric and responsive government and increasing citizen trust in government dramatically

Electronic interactions in communities

Delivery models of e-government servicesbull Government-to-government (G2G)

ndash This represents the backbone of e-government It involves sharing data and conducting electronic exchanges between governmental departments rather than being focused on the specific agency or agencies responsible for administering programs and policies

bull Government-to-business (G2B)ndash It includes both the sale of surplus government goods to the public as well as

the procurement of goods and services It aims to more effectively work with the private sector because of the high enthusiasm of this private sector and the potential for reducing costs through improved procurement practices and increased competition

bull Government-to-citizen (G2C) ndash This provides opportunities for greater citizen access to and interaction with

the government This is what some observers perceive to be the primary goal of e-government

32

E-governments interactions

Interaction levels in e-government

1 Information Making information available online for example on the Website of a public authority

2 Communication The ability to interactively access and exchange information

3 Transactions Carrying out services including signing application forms and delivering official documents and notifications electronically

Features of types of e-government

bull G2C Use the web for accessing services such as benefits loans recreational sites andor educational material etc Key lines of business social services recreation and natural resources grants and loans taxes etc

bull G2B Reduce burden on business by adopting process that enable collecting data once for multiple uses and streaming redundant data Key lines of business regulation economic development trade permitslicenses grantsloans asset management etc

bull G2G1048697Share and integrate all the data and documents at all different levels of governments such as federal state and local1048697Key lines of business economic development recreation and natural resources public safety law enforcement disaster response management grantsloans etc1048697Internal effectiveness and efficiency1048697Adopt commercial best practices in government operation reduce costs while increase outputs etc1048697Key lines of business supply chain management in government operations human resource management financial optimization etc

Types of E-Government (with examples)

bull BARRIERS AND OBSTACLES1048697Stakeholder resistance1048697Resistance from those who are benefitted most before e-government is introduced1048697How to mitigate mobilize the high level of political commitment persuade congressional leadership use incentives invite competition among agencies by linking the performance evaluation and incentives etc1048697Lack of trust1048697People do not trust the authenticity of electronically transferred data and documents1048697How to mitigate incorporate every possible security and safety measures in all business lines1048697Insufficient resources1048697Too much works(systems manpower etc) is necessary to provide appropriate services through e-government1048697How to mitigate efficient use of resources give priorities to individual programsprojects select and concentration strategies to the programs with the biggest impacts and utilities 1048697Lack of ITA(IT architecture)1048697Each agency adopts unique system andor SW that does not match with each other1048697How to mitigate standardization introduce common systems from the central government etc

bull Five stages1048697emerging rarrenhanced rarrinteractive rarrtransactional rarrseamless1048697Online information provision rarrbasic infra rarrservice provision rarrtransactions rarrintegrated services1048697Websites rarrunilateral information provision rarrinteractive information provision rarronline services managed rarrintegrated online services available

bull A new model for e-government reflecting balanced development of all aspects1048697Three aspects to be considered1048697E-democracy Open information rarre-community rarronline participation rarre-Governance 1048697Services Providing information rarronline services rarrone-stop portal rarrzero-stop CRM1048697Productivity DB rarronline process rarrback-office reengineering rarrorganizational transformation

bull Key elements of e-government development strategies1048697Strong leadership top-level leadership commitment and those at the organizational levels 1048697Develop and reconfigure current work flow1048697Progressively implement tasks according to priority1048697Evaluate system usability economic benefits and aftermath effects and implement further development plans as required1048697Reengineer the current off-line based operating procedures in all government activities to fit the online environment1048697Construct an integrated information resources environment1048697Seek out and apply good examples1048697Make a continuous effort to get rid of digital divides1048697Best strategies1048697No uniform answer1048697E-government is not a simple application of IT upon the existing government1048697Building e-government is just another beginning

bull KISS (wwwimmigrationgokr)bull 1048697Korea Immigration Smart Servicebull 1048697Received Public Service Award from the UN 2007bull 1048697Average waiting time decreased 60bull 1048697Inboundbull 1048697Before 20 minutes for Koreans 43 minutes for foreignersbull 1048697After 8 minutes for Koreans 17 minutes for foreignersbull 1048697Outboundbull 1048697Before 17 minutesbull 1048697After 7 minutesbull 1048697Home Tax Service (wwwhometaxgokr)bull 1048697Non-stop service for taxationbull 1048697e-filing e-Notification e-Payment and e-Issuance of certificatesbull 1048697Reduce costsbull 1048697Direct cost 460 billion won annuallybull 1048697Efficient and transparent tax administration contribute to reduce related administrative costs

bull UNI-PASS (wwwcustomsgokr)bull 1048697Customs clearance service anytime anywherebull 1048697Provide the fastest service among 171 member countries

in WCO (World Customs Organization)bull 1048697Performancebull 1048697Import from 2 or more days to 15 hoursbull 1048697Export from 1 or more days to 15 hoursbull 1048697Customs refund from 2 or more days to 52 hoursbull 1048697Customs payment from 4 or more days to 10 minutes

bull KIPOnet (wwwkipogokr)bull 1048697Ubiquitous IPR management systembull 1048697247 service availablebull 1048697Online application inquirybull 1048697Show the application processes and issue notice onlinebull 1048697Online issuance of various certificatesbull 1048697First introduce home-working among governmentbull 1048697KONEPS (wwwg2bgokr)bull 1048697E-commerce of government procurementbull 104869736000 agencies 170000 firms use KONEPSbull 1048697180000 visit everydaybull 104869744000 trillion won in 2006bull 104869727000 trillion contracted in e-commercebull 1048697UNCEFACT standard (March 20050 Global IT Excellence Award (May 2006) e-Asia Award (Aug

2007)

bull DART (wwwfscgokr)bull 1048697Data analysis retrieval and transfer systembull 1048697Fast and convenient access to huge business and finance

databases using ITbull 1048697305 million inquiries in 2006bull 1048697POSTNET (wwwkoreapostgokr)bull 1048697Web-based post service systembull 1048697Allow integrated services of all post office related services

including internet shopping using PDA GISGPS and so onbull 1048697400000 visitors everydaybull 1048697Exported to 15 countries including UK US Taiwan and India

bull G4C (wwwegovgokr) bull A web-based government portal for citizens1048697Allow multichannel access to

government services1048697Fast and convenient services1048697Introduce how inquires are managed (5100 kinds)1048697Review public document online (25 kinds)1048697Issue public certificate online (32 kinds)1048697Various applications (about 720 kinds1048697

bull Metropolitan Government of the City of Seoul1048697E-Government portal bus lines map service OPEN system hi-Seoul news citizen internet classroom usersrsquoguide and reservation services land information service micro-dust information online tax system etc1048697

bull Lower level local government cases of Kangnam-gu Office1048697Internet broadcasting1048697Lecture for university entrance examination additional lecture services for K-12 students area news etc1048697CCTV system in preventing urban crimes1048697Online Kindergarten watch system parents can see how their kidsare doing through internet21Sung

Why introduce e-governmentbull Increasing efficiency by streamlining business processes Implementing an

information technology system can reduce the number of steps in routine business processes and automate functions that were once manual

bull Improving internal communication Using technology to communicate within local governments can make it easier to keep up with what is going on in each department and program

bull Providing better customer service in action Technology can improve the way that local government serves constituents Offering self-service access to information through the Internet is one way to improve service

bull Keeping up with citizen demands and expectations Society is moving toward a more electronic way of life More and more businesses and citizens are working electronically

bull Promoting what you do well Offering an array of electronic information and services can help attract new residents and businesses looking for a progressive and forward thinking community

Why introduce e-governmentTraditional Government Characteristics

TOP DOWNNO or LIMITED LATERAL CONNECTIVITYLIMITED COLLABORATIONINFORMATION FLOW PREDOMINANTLY VERTICLECUSTOMER HAS NO PLACE WHYRULES BOUNDCULTURE AUTHORITARIAN

11

Why introduce e-government E-government as a main tool for government innovation

ndash Better works with less tax moneyndash Integrated services with immediate response

(247 365 days)ndash Crystal clear administrative processes

(transparency)ndash Participatory democracy better speak out rather

than being represented by elected officials

Traditional Vs E ndashGovernment Traditional Vs E ndashGovernment Use of Resources

Low High

InfrastructureFragmented Integrated

Cost of ServiceHigh Low

Speed of ServiceMonthsDays HoursMinute

Return on InvestmentLow High

TransparencyLow High

ParticipationLow High

Comparing the e-government and traditional government

Traditional Government bull Government-driven lt-gt bull Get in get-out lt-gt bull Distant customer contact lt-gt bull Information center lt-gt bull Process-based lt-gt bull Territorial lt-

gt

E-government bull Customer-drivenbull Enduring relationshipbull Immediate customer

servicebull Intelligent reporterbull Competency-basedbull Shared services

Traditional Vs E ndashGovernment Traditional Vs E ndashGovernment

E-government driving forces and barriers

It is not Computerizing the Existing

Government Processes It is not digitizing the files and documents of

the GovernmentE-Government = TechnologyE-Government = Government

E-Government What it is not

What does e-government mean to usbull For citizens e-government means being able to apply online for

various services and documents such as educational grants income tax forms or criminal record certificates Some documents like the residential registration form will become obsolete because authorities will be able to exchange this information electronically with each other directly

bull For businesses e-government means being able to fill out an application online for the Commercial Registry and to pick up their registration certification online when it is completed It means being able to get their questions on local taxes or foreign trade answered over the Internet Information on business insurance or new amendments to the city country laws should also be able to be researched

bull For local government it means optimizing work processes in areas such as construction management electronic customs clearance and materials and record management through the application of new technology and communication systems

E-readiness of government

the preparedness of a country for adopting e-government can be assessed broadly around

the above areas and parameters

before a country embarks on a journey towards adoption of e-government it has to assess its

state of lsquoe-readinessrsquo

When government is e-ready

An e-ready society is one that has mdash the necessary physical infrastructure (high bandwidth

reliability and affordable prices) mdash integrated current ICTs throughout businesses (e-

commerce local ICT sector) communities (local content many organizations online ICTs used in everyday life ICTs taught in schools) and the government (e-government)

mdash strong telecommunications competition independent regulation with a commitment to universal access

mdash and no limits on trade or foreign investment

E-government in details

ndash The transformation of public sector internal and external relationships through net-enabled operations IT and communications

ndash In order to improvebull Government service deliverybull Constituency participationbull Internal government operations

From Bureaucratic raquo

From Fragmented raquo

From authoritarian raquo

From closed raquo

Intuitionguess work raquo

Manual Operation raquo

Manual Data storage raquo

Citizen Centric

Integrated

Transformation in Government

Transparent

Informed decision making

Service Oriented Participatory

Automated operation

Electronic Media for data storage

E-government principles1 Citizen-oriented Government should be at the disposal of the people

and not the other way around2 Convenience through efficiency Online procedures should make life

simpler and more convenient no need to show up in person no closing times no waiting in line or being sent back and forth between offices

3 Trust and security Citizens have to be able to trust electronic public authorities as much as they do the traditional ones

4 Transparency New technical advancements are only successful and accepted when all those affected by them are involved in the development process and they are carried out in a transparent fashion

5 Accessibility Public authority services must be accessible to everyone without discrimination

E-government principles (continued)6 Usability The range of electronic services offered must be organized in

an easily comprehensible clear and straightforward manner7 Data security Data protection is a right that is highly prized in society

Citizens place much value on the protection of their privacy8 Cooperation e-government functions best when all levels of

government work seamlessly together from the smallest local authority up to federal minis

9 Sustainability e-government has a modular structure which allows new components to be integrated immediately into the system to keep up with the latest technology tries

10 Interoperability Diverse types of systems need to be able to communicate with each another

11 Technological neutrality The speed with which systems solutions and devices are developed in the information and communication branch is faster than in any other area

Characteristics of e-government

ndash Use information communication infrastructurendash Efficiencyndash Transparencyndash Customer-orientation ndash Responsiveness ndash Participationndash Knowledge-based government

E-Government -Sectoral Focus

bull e-Health bull e-Educationbull e-Municipal works and Local Governmentbull e-Personnel citizens

27

Four dimensions of e-government bull E-services - the electronic delivery of government information programs

and services often (but not exclusively) over the Internetbull E-management - the use of information technology to improve the

management of government from streamlining business processes to improving the flow of information within government offices

bull E-democracy - the use of electronic communication vehicles such as e-mail and the Internet to increase citizen participation in the public decision-making process

bull E-commerce - the exchange of money for goods and services over the Internet such as citizens paying taxes and utility bills renewing vehicle registrations and paying for recreation programs or government buying office supplies and auctioning surplus equipment

The Four Stages of E-Government

Presence (Content)InteractionTransactionTransformation ndash relationship between

government and citizens will change fundamentally in positive ways producing more citizen-centric and responsive government and increasing citizen trust in government dramatically

Electronic interactions in communities

Delivery models of e-government servicesbull Government-to-government (G2G)

ndash This represents the backbone of e-government It involves sharing data and conducting electronic exchanges between governmental departments rather than being focused on the specific agency or agencies responsible for administering programs and policies

bull Government-to-business (G2B)ndash It includes both the sale of surplus government goods to the public as well as

the procurement of goods and services It aims to more effectively work with the private sector because of the high enthusiasm of this private sector and the potential for reducing costs through improved procurement practices and increased competition

bull Government-to-citizen (G2C) ndash This provides opportunities for greater citizen access to and interaction with

the government This is what some observers perceive to be the primary goal of e-government

32

E-governments interactions

Interaction levels in e-government

1 Information Making information available online for example on the Website of a public authority

2 Communication The ability to interactively access and exchange information

3 Transactions Carrying out services including signing application forms and delivering official documents and notifications electronically

Features of types of e-government

bull G2C Use the web for accessing services such as benefits loans recreational sites andor educational material etc Key lines of business social services recreation and natural resources grants and loans taxes etc

bull G2B Reduce burden on business by adopting process that enable collecting data once for multiple uses and streaming redundant data Key lines of business regulation economic development trade permitslicenses grantsloans asset management etc

bull G2G1048697Share and integrate all the data and documents at all different levels of governments such as federal state and local1048697Key lines of business economic development recreation and natural resources public safety law enforcement disaster response management grantsloans etc1048697Internal effectiveness and efficiency1048697Adopt commercial best practices in government operation reduce costs while increase outputs etc1048697Key lines of business supply chain management in government operations human resource management financial optimization etc

Types of E-Government (with examples)

bull BARRIERS AND OBSTACLES1048697Stakeholder resistance1048697Resistance from those who are benefitted most before e-government is introduced1048697How to mitigate mobilize the high level of political commitment persuade congressional leadership use incentives invite competition among agencies by linking the performance evaluation and incentives etc1048697Lack of trust1048697People do not trust the authenticity of electronically transferred data and documents1048697How to mitigate incorporate every possible security and safety measures in all business lines1048697Insufficient resources1048697Too much works(systems manpower etc) is necessary to provide appropriate services through e-government1048697How to mitigate efficient use of resources give priorities to individual programsprojects select and concentration strategies to the programs with the biggest impacts and utilities 1048697Lack of ITA(IT architecture)1048697Each agency adopts unique system andor SW that does not match with each other1048697How to mitigate standardization introduce common systems from the central government etc

bull Five stages1048697emerging rarrenhanced rarrinteractive rarrtransactional rarrseamless1048697Online information provision rarrbasic infra rarrservice provision rarrtransactions rarrintegrated services1048697Websites rarrunilateral information provision rarrinteractive information provision rarronline services managed rarrintegrated online services available

bull A new model for e-government reflecting balanced development of all aspects1048697Three aspects to be considered1048697E-democracy Open information rarre-community rarronline participation rarre-Governance 1048697Services Providing information rarronline services rarrone-stop portal rarrzero-stop CRM1048697Productivity DB rarronline process rarrback-office reengineering rarrorganizational transformation

bull Key elements of e-government development strategies1048697Strong leadership top-level leadership commitment and those at the organizational levels 1048697Develop and reconfigure current work flow1048697Progressively implement tasks according to priority1048697Evaluate system usability economic benefits and aftermath effects and implement further development plans as required1048697Reengineer the current off-line based operating procedures in all government activities to fit the online environment1048697Construct an integrated information resources environment1048697Seek out and apply good examples1048697Make a continuous effort to get rid of digital divides1048697Best strategies1048697No uniform answer1048697E-government is not a simple application of IT upon the existing government1048697Building e-government is just another beginning

bull KISS (wwwimmigrationgokr)bull 1048697Korea Immigration Smart Servicebull 1048697Received Public Service Award from the UN 2007bull 1048697Average waiting time decreased 60bull 1048697Inboundbull 1048697Before 20 minutes for Koreans 43 minutes for foreignersbull 1048697After 8 minutes for Koreans 17 minutes for foreignersbull 1048697Outboundbull 1048697Before 17 minutesbull 1048697After 7 minutesbull 1048697Home Tax Service (wwwhometaxgokr)bull 1048697Non-stop service for taxationbull 1048697e-filing e-Notification e-Payment and e-Issuance of certificatesbull 1048697Reduce costsbull 1048697Direct cost 460 billion won annuallybull 1048697Efficient and transparent tax administration contribute to reduce related administrative costs

bull UNI-PASS (wwwcustomsgokr)bull 1048697Customs clearance service anytime anywherebull 1048697Provide the fastest service among 171 member countries

in WCO (World Customs Organization)bull 1048697Performancebull 1048697Import from 2 or more days to 15 hoursbull 1048697Export from 1 or more days to 15 hoursbull 1048697Customs refund from 2 or more days to 52 hoursbull 1048697Customs payment from 4 or more days to 10 minutes

bull KIPOnet (wwwkipogokr)bull 1048697Ubiquitous IPR management systembull 1048697247 service availablebull 1048697Online application inquirybull 1048697Show the application processes and issue notice onlinebull 1048697Online issuance of various certificatesbull 1048697First introduce home-working among governmentbull 1048697KONEPS (wwwg2bgokr)bull 1048697E-commerce of government procurementbull 104869736000 agencies 170000 firms use KONEPSbull 1048697180000 visit everydaybull 104869744000 trillion won in 2006bull 104869727000 trillion contracted in e-commercebull 1048697UNCEFACT standard (March 20050 Global IT Excellence Award (May 2006) e-Asia Award (Aug

2007)

bull DART (wwwfscgokr)bull 1048697Data analysis retrieval and transfer systembull 1048697Fast and convenient access to huge business and finance

databases using ITbull 1048697305 million inquiries in 2006bull 1048697POSTNET (wwwkoreapostgokr)bull 1048697Web-based post service systembull 1048697Allow integrated services of all post office related services

including internet shopping using PDA GISGPS and so onbull 1048697400000 visitors everydaybull 1048697Exported to 15 countries including UK US Taiwan and India

bull G4C (wwwegovgokr) bull A web-based government portal for citizens1048697Allow multichannel access to

government services1048697Fast and convenient services1048697Introduce how inquires are managed (5100 kinds)1048697Review public document online (25 kinds)1048697Issue public certificate online (32 kinds)1048697Various applications (about 720 kinds1048697

bull Metropolitan Government of the City of Seoul1048697E-Government portal bus lines map service OPEN system hi-Seoul news citizen internet classroom usersrsquoguide and reservation services land information service micro-dust information online tax system etc1048697

bull Lower level local government cases of Kangnam-gu Office1048697Internet broadcasting1048697Lecture for university entrance examination additional lecture services for K-12 students area news etc1048697CCTV system in preventing urban crimes1048697Online Kindergarten watch system parents can see how their kidsare doing through internet21Sung

Why introduce e-governmentTraditional Government Characteristics

TOP DOWNNO or LIMITED LATERAL CONNECTIVITYLIMITED COLLABORATIONINFORMATION FLOW PREDOMINANTLY VERTICLECUSTOMER HAS NO PLACE WHYRULES BOUNDCULTURE AUTHORITARIAN

11

Why introduce e-government E-government as a main tool for government innovation

ndash Better works with less tax moneyndash Integrated services with immediate response

(247 365 days)ndash Crystal clear administrative processes

(transparency)ndash Participatory democracy better speak out rather

than being represented by elected officials

Traditional Vs E ndashGovernment Traditional Vs E ndashGovernment Use of Resources

Low High

InfrastructureFragmented Integrated

Cost of ServiceHigh Low

Speed of ServiceMonthsDays HoursMinute

Return on InvestmentLow High

TransparencyLow High

ParticipationLow High

Comparing the e-government and traditional government

Traditional Government bull Government-driven lt-gt bull Get in get-out lt-gt bull Distant customer contact lt-gt bull Information center lt-gt bull Process-based lt-gt bull Territorial lt-

gt

E-government bull Customer-drivenbull Enduring relationshipbull Immediate customer

servicebull Intelligent reporterbull Competency-basedbull Shared services

Traditional Vs E ndashGovernment Traditional Vs E ndashGovernment

E-government driving forces and barriers

It is not Computerizing the Existing

Government Processes It is not digitizing the files and documents of

the GovernmentE-Government = TechnologyE-Government = Government

E-Government What it is not

What does e-government mean to usbull For citizens e-government means being able to apply online for

various services and documents such as educational grants income tax forms or criminal record certificates Some documents like the residential registration form will become obsolete because authorities will be able to exchange this information electronically with each other directly

bull For businesses e-government means being able to fill out an application online for the Commercial Registry and to pick up their registration certification online when it is completed It means being able to get their questions on local taxes or foreign trade answered over the Internet Information on business insurance or new amendments to the city country laws should also be able to be researched

bull For local government it means optimizing work processes in areas such as construction management electronic customs clearance and materials and record management through the application of new technology and communication systems

E-readiness of government

the preparedness of a country for adopting e-government can be assessed broadly around

the above areas and parameters

before a country embarks on a journey towards adoption of e-government it has to assess its

state of lsquoe-readinessrsquo

When government is e-ready

An e-ready society is one that has mdash the necessary physical infrastructure (high bandwidth

reliability and affordable prices) mdash integrated current ICTs throughout businesses (e-

commerce local ICT sector) communities (local content many organizations online ICTs used in everyday life ICTs taught in schools) and the government (e-government)

mdash strong telecommunications competition independent regulation with a commitment to universal access

mdash and no limits on trade or foreign investment

E-government in details

ndash The transformation of public sector internal and external relationships through net-enabled operations IT and communications

ndash In order to improvebull Government service deliverybull Constituency participationbull Internal government operations

From Bureaucratic raquo

From Fragmented raquo

From authoritarian raquo

From closed raquo

Intuitionguess work raquo

Manual Operation raquo

Manual Data storage raquo

Citizen Centric

Integrated

Transformation in Government

Transparent

Informed decision making

Service Oriented Participatory

Automated operation

Electronic Media for data storage

E-government principles1 Citizen-oriented Government should be at the disposal of the people

and not the other way around2 Convenience through efficiency Online procedures should make life

simpler and more convenient no need to show up in person no closing times no waiting in line or being sent back and forth between offices

3 Trust and security Citizens have to be able to trust electronic public authorities as much as they do the traditional ones

4 Transparency New technical advancements are only successful and accepted when all those affected by them are involved in the development process and they are carried out in a transparent fashion

5 Accessibility Public authority services must be accessible to everyone without discrimination

E-government principles (continued)6 Usability The range of electronic services offered must be organized in

an easily comprehensible clear and straightforward manner7 Data security Data protection is a right that is highly prized in society

Citizens place much value on the protection of their privacy8 Cooperation e-government functions best when all levels of

government work seamlessly together from the smallest local authority up to federal minis

9 Sustainability e-government has a modular structure which allows new components to be integrated immediately into the system to keep up with the latest technology tries

10 Interoperability Diverse types of systems need to be able to communicate with each another

11 Technological neutrality The speed with which systems solutions and devices are developed in the information and communication branch is faster than in any other area

Characteristics of e-government

ndash Use information communication infrastructurendash Efficiencyndash Transparencyndash Customer-orientation ndash Responsiveness ndash Participationndash Knowledge-based government

E-Government -Sectoral Focus

bull e-Health bull e-Educationbull e-Municipal works and Local Governmentbull e-Personnel citizens

27

Four dimensions of e-government bull E-services - the electronic delivery of government information programs

and services often (but not exclusively) over the Internetbull E-management - the use of information technology to improve the

management of government from streamlining business processes to improving the flow of information within government offices

bull E-democracy - the use of electronic communication vehicles such as e-mail and the Internet to increase citizen participation in the public decision-making process

bull E-commerce - the exchange of money for goods and services over the Internet such as citizens paying taxes and utility bills renewing vehicle registrations and paying for recreation programs or government buying office supplies and auctioning surplus equipment

The Four Stages of E-Government

Presence (Content)InteractionTransactionTransformation ndash relationship between

government and citizens will change fundamentally in positive ways producing more citizen-centric and responsive government and increasing citizen trust in government dramatically

Electronic interactions in communities

Delivery models of e-government servicesbull Government-to-government (G2G)

ndash This represents the backbone of e-government It involves sharing data and conducting electronic exchanges between governmental departments rather than being focused on the specific agency or agencies responsible for administering programs and policies

bull Government-to-business (G2B)ndash It includes both the sale of surplus government goods to the public as well as

the procurement of goods and services It aims to more effectively work with the private sector because of the high enthusiasm of this private sector and the potential for reducing costs through improved procurement practices and increased competition

bull Government-to-citizen (G2C) ndash This provides opportunities for greater citizen access to and interaction with

the government This is what some observers perceive to be the primary goal of e-government

32

E-governments interactions

Interaction levels in e-government

1 Information Making information available online for example on the Website of a public authority

2 Communication The ability to interactively access and exchange information

3 Transactions Carrying out services including signing application forms and delivering official documents and notifications electronically

Features of types of e-government

bull G2C Use the web for accessing services such as benefits loans recreational sites andor educational material etc Key lines of business social services recreation and natural resources grants and loans taxes etc

bull G2B Reduce burden on business by adopting process that enable collecting data once for multiple uses and streaming redundant data Key lines of business regulation economic development trade permitslicenses grantsloans asset management etc

bull G2G1048697Share and integrate all the data and documents at all different levels of governments such as federal state and local1048697Key lines of business economic development recreation and natural resources public safety law enforcement disaster response management grantsloans etc1048697Internal effectiveness and efficiency1048697Adopt commercial best practices in government operation reduce costs while increase outputs etc1048697Key lines of business supply chain management in government operations human resource management financial optimization etc

Types of E-Government (with examples)

bull BARRIERS AND OBSTACLES1048697Stakeholder resistance1048697Resistance from those who are benefitted most before e-government is introduced1048697How to mitigate mobilize the high level of political commitment persuade congressional leadership use incentives invite competition among agencies by linking the performance evaluation and incentives etc1048697Lack of trust1048697People do not trust the authenticity of electronically transferred data and documents1048697How to mitigate incorporate every possible security and safety measures in all business lines1048697Insufficient resources1048697Too much works(systems manpower etc) is necessary to provide appropriate services through e-government1048697How to mitigate efficient use of resources give priorities to individual programsprojects select and concentration strategies to the programs with the biggest impacts and utilities 1048697Lack of ITA(IT architecture)1048697Each agency adopts unique system andor SW that does not match with each other1048697How to mitigate standardization introduce common systems from the central government etc

bull Five stages1048697emerging rarrenhanced rarrinteractive rarrtransactional rarrseamless1048697Online information provision rarrbasic infra rarrservice provision rarrtransactions rarrintegrated services1048697Websites rarrunilateral information provision rarrinteractive information provision rarronline services managed rarrintegrated online services available

bull A new model for e-government reflecting balanced development of all aspects1048697Three aspects to be considered1048697E-democracy Open information rarre-community rarronline participation rarre-Governance 1048697Services Providing information rarronline services rarrone-stop portal rarrzero-stop CRM1048697Productivity DB rarronline process rarrback-office reengineering rarrorganizational transformation

bull Key elements of e-government development strategies1048697Strong leadership top-level leadership commitment and those at the organizational levels 1048697Develop and reconfigure current work flow1048697Progressively implement tasks according to priority1048697Evaluate system usability economic benefits and aftermath effects and implement further development plans as required1048697Reengineer the current off-line based operating procedures in all government activities to fit the online environment1048697Construct an integrated information resources environment1048697Seek out and apply good examples1048697Make a continuous effort to get rid of digital divides1048697Best strategies1048697No uniform answer1048697E-government is not a simple application of IT upon the existing government1048697Building e-government is just another beginning

bull KISS (wwwimmigrationgokr)bull 1048697Korea Immigration Smart Servicebull 1048697Received Public Service Award from the UN 2007bull 1048697Average waiting time decreased 60bull 1048697Inboundbull 1048697Before 20 minutes for Koreans 43 minutes for foreignersbull 1048697After 8 minutes for Koreans 17 minutes for foreignersbull 1048697Outboundbull 1048697Before 17 minutesbull 1048697After 7 minutesbull 1048697Home Tax Service (wwwhometaxgokr)bull 1048697Non-stop service for taxationbull 1048697e-filing e-Notification e-Payment and e-Issuance of certificatesbull 1048697Reduce costsbull 1048697Direct cost 460 billion won annuallybull 1048697Efficient and transparent tax administration contribute to reduce related administrative costs

bull UNI-PASS (wwwcustomsgokr)bull 1048697Customs clearance service anytime anywherebull 1048697Provide the fastest service among 171 member countries

in WCO (World Customs Organization)bull 1048697Performancebull 1048697Import from 2 or more days to 15 hoursbull 1048697Export from 1 or more days to 15 hoursbull 1048697Customs refund from 2 or more days to 52 hoursbull 1048697Customs payment from 4 or more days to 10 minutes

bull KIPOnet (wwwkipogokr)bull 1048697Ubiquitous IPR management systembull 1048697247 service availablebull 1048697Online application inquirybull 1048697Show the application processes and issue notice onlinebull 1048697Online issuance of various certificatesbull 1048697First introduce home-working among governmentbull 1048697KONEPS (wwwg2bgokr)bull 1048697E-commerce of government procurementbull 104869736000 agencies 170000 firms use KONEPSbull 1048697180000 visit everydaybull 104869744000 trillion won in 2006bull 104869727000 trillion contracted in e-commercebull 1048697UNCEFACT standard (March 20050 Global IT Excellence Award (May 2006) e-Asia Award (Aug

2007)

bull DART (wwwfscgokr)bull 1048697Data analysis retrieval and transfer systembull 1048697Fast and convenient access to huge business and finance

databases using ITbull 1048697305 million inquiries in 2006bull 1048697POSTNET (wwwkoreapostgokr)bull 1048697Web-based post service systembull 1048697Allow integrated services of all post office related services

including internet shopping using PDA GISGPS and so onbull 1048697400000 visitors everydaybull 1048697Exported to 15 countries including UK US Taiwan and India

bull G4C (wwwegovgokr) bull A web-based government portal for citizens1048697Allow multichannel access to

government services1048697Fast and convenient services1048697Introduce how inquires are managed (5100 kinds)1048697Review public document online (25 kinds)1048697Issue public certificate online (32 kinds)1048697Various applications (about 720 kinds1048697

bull Metropolitan Government of the City of Seoul1048697E-Government portal bus lines map service OPEN system hi-Seoul news citizen internet classroom usersrsquoguide and reservation services land information service micro-dust information online tax system etc1048697

bull Lower level local government cases of Kangnam-gu Office1048697Internet broadcasting1048697Lecture for university entrance examination additional lecture services for K-12 students area news etc1048697CCTV system in preventing urban crimes1048697Online Kindergarten watch system parents can see how their kidsare doing through internet21Sung

Why introduce e-government E-government as a main tool for government innovation

ndash Better works with less tax moneyndash Integrated services with immediate response

(247 365 days)ndash Crystal clear administrative processes

(transparency)ndash Participatory democracy better speak out rather

than being represented by elected officials

Traditional Vs E ndashGovernment Traditional Vs E ndashGovernment Use of Resources

Low High

InfrastructureFragmented Integrated

Cost of ServiceHigh Low

Speed of ServiceMonthsDays HoursMinute

Return on InvestmentLow High

TransparencyLow High

ParticipationLow High

Comparing the e-government and traditional government

Traditional Government bull Government-driven lt-gt bull Get in get-out lt-gt bull Distant customer contact lt-gt bull Information center lt-gt bull Process-based lt-gt bull Territorial lt-

gt

E-government bull Customer-drivenbull Enduring relationshipbull Immediate customer

servicebull Intelligent reporterbull Competency-basedbull Shared services

Traditional Vs E ndashGovernment Traditional Vs E ndashGovernment

E-government driving forces and barriers

It is not Computerizing the Existing

Government Processes It is not digitizing the files and documents of

the GovernmentE-Government = TechnologyE-Government = Government

E-Government What it is not

What does e-government mean to usbull For citizens e-government means being able to apply online for

various services and documents such as educational grants income tax forms or criminal record certificates Some documents like the residential registration form will become obsolete because authorities will be able to exchange this information electronically with each other directly

bull For businesses e-government means being able to fill out an application online for the Commercial Registry and to pick up their registration certification online when it is completed It means being able to get their questions on local taxes or foreign trade answered over the Internet Information on business insurance or new amendments to the city country laws should also be able to be researched

bull For local government it means optimizing work processes in areas such as construction management electronic customs clearance and materials and record management through the application of new technology and communication systems

E-readiness of government

the preparedness of a country for adopting e-government can be assessed broadly around

the above areas and parameters

before a country embarks on a journey towards adoption of e-government it has to assess its

state of lsquoe-readinessrsquo

When government is e-ready

An e-ready society is one that has mdash the necessary physical infrastructure (high bandwidth

reliability and affordable prices) mdash integrated current ICTs throughout businesses (e-

commerce local ICT sector) communities (local content many organizations online ICTs used in everyday life ICTs taught in schools) and the government (e-government)

mdash strong telecommunications competition independent regulation with a commitment to universal access

mdash and no limits on trade or foreign investment

E-government in details

ndash The transformation of public sector internal and external relationships through net-enabled operations IT and communications

ndash In order to improvebull Government service deliverybull Constituency participationbull Internal government operations

From Bureaucratic raquo

From Fragmented raquo

From authoritarian raquo

From closed raquo

Intuitionguess work raquo

Manual Operation raquo

Manual Data storage raquo

Citizen Centric

Integrated

Transformation in Government

Transparent

Informed decision making

Service Oriented Participatory

Automated operation

Electronic Media for data storage

E-government principles1 Citizen-oriented Government should be at the disposal of the people

and not the other way around2 Convenience through efficiency Online procedures should make life

simpler and more convenient no need to show up in person no closing times no waiting in line or being sent back and forth between offices

3 Trust and security Citizens have to be able to trust electronic public authorities as much as they do the traditional ones

4 Transparency New technical advancements are only successful and accepted when all those affected by them are involved in the development process and they are carried out in a transparent fashion

5 Accessibility Public authority services must be accessible to everyone without discrimination

E-government principles (continued)6 Usability The range of electronic services offered must be organized in

an easily comprehensible clear and straightforward manner7 Data security Data protection is a right that is highly prized in society

Citizens place much value on the protection of their privacy8 Cooperation e-government functions best when all levels of

government work seamlessly together from the smallest local authority up to federal minis

9 Sustainability e-government has a modular structure which allows new components to be integrated immediately into the system to keep up with the latest technology tries

10 Interoperability Diverse types of systems need to be able to communicate with each another

11 Technological neutrality The speed with which systems solutions and devices are developed in the information and communication branch is faster than in any other area

Characteristics of e-government

ndash Use information communication infrastructurendash Efficiencyndash Transparencyndash Customer-orientation ndash Responsiveness ndash Participationndash Knowledge-based government

E-Government -Sectoral Focus

bull e-Health bull e-Educationbull e-Municipal works and Local Governmentbull e-Personnel citizens

27

Four dimensions of e-government bull E-services - the electronic delivery of government information programs

and services often (but not exclusively) over the Internetbull E-management - the use of information technology to improve the

management of government from streamlining business processes to improving the flow of information within government offices

bull E-democracy - the use of electronic communication vehicles such as e-mail and the Internet to increase citizen participation in the public decision-making process

bull E-commerce - the exchange of money for goods and services over the Internet such as citizens paying taxes and utility bills renewing vehicle registrations and paying for recreation programs or government buying office supplies and auctioning surplus equipment

The Four Stages of E-Government

Presence (Content)InteractionTransactionTransformation ndash relationship between

government and citizens will change fundamentally in positive ways producing more citizen-centric and responsive government and increasing citizen trust in government dramatically

Electronic interactions in communities

Delivery models of e-government servicesbull Government-to-government (G2G)

ndash This represents the backbone of e-government It involves sharing data and conducting electronic exchanges between governmental departments rather than being focused on the specific agency or agencies responsible for administering programs and policies

bull Government-to-business (G2B)ndash It includes both the sale of surplus government goods to the public as well as

the procurement of goods and services It aims to more effectively work with the private sector because of the high enthusiasm of this private sector and the potential for reducing costs through improved procurement practices and increased competition

bull Government-to-citizen (G2C) ndash This provides opportunities for greater citizen access to and interaction with

the government This is what some observers perceive to be the primary goal of e-government

32

E-governments interactions

Interaction levels in e-government

1 Information Making information available online for example on the Website of a public authority

2 Communication The ability to interactively access and exchange information

3 Transactions Carrying out services including signing application forms and delivering official documents and notifications electronically

Features of types of e-government

bull G2C Use the web for accessing services such as benefits loans recreational sites andor educational material etc Key lines of business social services recreation and natural resources grants and loans taxes etc

bull G2B Reduce burden on business by adopting process that enable collecting data once for multiple uses and streaming redundant data Key lines of business regulation economic development trade permitslicenses grantsloans asset management etc

bull G2G1048697Share and integrate all the data and documents at all different levels of governments such as federal state and local1048697Key lines of business economic development recreation and natural resources public safety law enforcement disaster response management grantsloans etc1048697Internal effectiveness and efficiency1048697Adopt commercial best practices in government operation reduce costs while increase outputs etc1048697Key lines of business supply chain management in government operations human resource management financial optimization etc

Types of E-Government (with examples)

bull BARRIERS AND OBSTACLES1048697Stakeholder resistance1048697Resistance from those who are benefitted most before e-government is introduced1048697How to mitigate mobilize the high level of political commitment persuade congressional leadership use incentives invite competition among agencies by linking the performance evaluation and incentives etc1048697Lack of trust1048697People do not trust the authenticity of electronically transferred data and documents1048697How to mitigate incorporate every possible security and safety measures in all business lines1048697Insufficient resources1048697Too much works(systems manpower etc) is necessary to provide appropriate services through e-government1048697How to mitigate efficient use of resources give priorities to individual programsprojects select and concentration strategies to the programs with the biggest impacts and utilities 1048697Lack of ITA(IT architecture)1048697Each agency adopts unique system andor SW that does not match with each other1048697How to mitigate standardization introduce common systems from the central government etc

bull Five stages1048697emerging rarrenhanced rarrinteractive rarrtransactional rarrseamless1048697Online information provision rarrbasic infra rarrservice provision rarrtransactions rarrintegrated services1048697Websites rarrunilateral information provision rarrinteractive information provision rarronline services managed rarrintegrated online services available

bull A new model for e-government reflecting balanced development of all aspects1048697Three aspects to be considered1048697E-democracy Open information rarre-community rarronline participation rarre-Governance 1048697Services Providing information rarronline services rarrone-stop portal rarrzero-stop CRM1048697Productivity DB rarronline process rarrback-office reengineering rarrorganizational transformation

bull Key elements of e-government development strategies1048697Strong leadership top-level leadership commitment and those at the organizational levels 1048697Develop and reconfigure current work flow1048697Progressively implement tasks according to priority1048697Evaluate system usability economic benefits and aftermath effects and implement further development plans as required1048697Reengineer the current off-line based operating procedures in all government activities to fit the online environment1048697Construct an integrated information resources environment1048697Seek out and apply good examples1048697Make a continuous effort to get rid of digital divides1048697Best strategies1048697No uniform answer1048697E-government is not a simple application of IT upon the existing government1048697Building e-government is just another beginning

bull KISS (wwwimmigrationgokr)bull 1048697Korea Immigration Smart Servicebull 1048697Received Public Service Award from the UN 2007bull 1048697Average waiting time decreased 60bull 1048697Inboundbull 1048697Before 20 minutes for Koreans 43 minutes for foreignersbull 1048697After 8 minutes for Koreans 17 minutes for foreignersbull 1048697Outboundbull 1048697Before 17 minutesbull 1048697After 7 minutesbull 1048697Home Tax Service (wwwhometaxgokr)bull 1048697Non-stop service for taxationbull 1048697e-filing e-Notification e-Payment and e-Issuance of certificatesbull 1048697Reduce costsbull 1048697Direct cost 460 billion won annuallybull 1048697Efficient and transparent tax administration contribute to reduce related administrative costs

bull UNI-PASS (wwwcustomsgokr)bull 1048697Customs clearance service anytime anywherebull 1048697Provide the fastest service among 171 member countries

in WCO (World Customs Organization)bull 1048697Performancebull 1048697Import from 2 or more days to 15 hoursbull 1048697Export from 1 or more days to 15 hoursbull 1048697Customs refund from 2 or more days to 52 hoursbull 1048697Customs payment from 4 or more days to 10 minutes

bull KIPOnet (wwwkipogokr)bull 1048697Ubiquitous IPR management systembull 1048697247 service availablebull 1048697Online application inquirybull 1048697Show the application processes and issue notice onlinebull 1048697Online issuance of various certificatesbull 1048697First introduce home-working among governmentbull 1048697KONEPS (wwwg2bgokr)bull 1048697E-commerce of government procurementbull 104869736000 agencies 170000 firms use KONEPSbull 1048697180000 visit everydaybull 104869744000 trillion won in 2006bull 104869727000 trillion contracted in e-commercebull 1048697UNCEFACT standard (March 20050 Global IT Excellence Award (May 2006) e-Asia Award (Aug

2007)

bull DART (wwwfscgokr)bull 1048697Data analysis retrieval and transfer systembull 1048697Fast and convenient access to huge business and finance

databases using ITbull 1048697305 million inquiries in 2006bull 1048697POSTNET (wwwkoreapostgokr)bull 1048697Web-based post service systembull 1048697Allow integrated services of all post office related services

including internet shopping using PDA GISGPS and so onbull 1048697400000 visitors everydaybull 1048697Exported to 15 countries including UK US Taiwan and India

bull G4C (wwwegovgokr) bull A web-based government portal for citizens1048697Allow multichannel access to

government services1048697Fast and convenient services1048697Introduce how inquires are managed (5100 kinds)1048697Review public document online (25 kinds)1048697Issue public certificate online (32 kinds)1048697Various applications (about 720 kinds1048697

bull Metropolitan Government of the City of Seoul1048697E-Government portal bus lines map service OPEN system hi-Seoul news citizen internet classroom usersrsquoguide and reservation services land information service micro-dust information online tax system etc1048697

bull Lower level local government cases of Kangnam-gu Office1048697Internet broadcasting1048697Lecture for university entrance examination additional lecture services for K-12 students area news etc1048697CCTV system in preventing urban crimes1048697Online Kindergarten watch system parents can see how their kidsare doing through internet21Sung

Traditional Vs E ndashGovernment Traditional Vs E ndashGovernment Use of Resources

Low High

InfrastructureFragmented Integrated

Cost of ServiceHigh Low

Speed of ServiceMonthsDays HoursMinute

Return on InvestmentLow High

TransparencyLow High

ParticipationLow High

Comparing the e-government and traditional government

Traditional Government bull Government-driven lt-gt bull Get in get-out lt-gt bull Distant customer contact lt-gt bull Information center lt-gt bull Process-based lt-gt bull Territorial lt-

gt

E-government bull Customer-drivenbull Enduring relationshipbull Immediate customer

servicebull Intelligent reporterbull Competency-basedbull Shared services

Traditional Vs E ndashGovernment Traditional Vs E ndashGovernment

E-government driving forces and barriers

It is not Computerizing the Existing

Government Processes It is not digitizing the files and documents of

the GovernmentE-Government = TechnologyE-Government = Government

E-Government What it is not

What does e-government mean to usbull For citizens e-government means being able to apply online for

various services and documents such as educational grants income tax forms or criminal record certificates Some documents like the residential registration form will become obsolete because authorities will be able to exchange this information electronically with each other directly

bull For businesses e-government means being able to fill out an application online for the Commercial Registry and to pick up their registration certification online when it is completed It means being able to get their questions on local taxes or foreign trade answered over the Internet Information on business insurance or new amendments to the city country laws should also be able to be researched

bull For local government it means optimizing work processes in areas such as construction management electronic customs clearance and materials and record management through the application of new technology and communication systems

E-readiness of government

the preparedness of a country for adopting e-government can be assessed broadly around

the above areas and parameters

before a country embarks on a journey towards adoption of e-government it has to assess its

state of lsquoe-readinessrsquo

When government is e-ready

An e-ready society is one that has mdash the necessary physical infrastructure (high bandwidth

reliability and affordable prices) mdash integrated current ICTs throughout businesses (e-

commerce local ICT sector) communities (local content many organizations online ICTs used in everyday life ICTs taught in schools) and the government (e-government)

mdash strong telecommunications competition independent regulation with a commitment to universal access

mdash and no limits on trade or foreign investment

E-government in details

ndash The transformation of public sector internal and external relationships through net-enabled operations IT and communications

ndash In order to improvebull Government service deliverybull Constituency participationbull Internal government operations

From Bureaucratic raquo

From Fragmented raquo

From authoritarian raquo

From closed raquo

Intuitionguess work raquo

Manual Operation raquo

Manual Data storage raquo

Citizen Centric

Integrated

Transformation in Government

Transparent

Informed decision making

Service Oriented Participatory

Automated operation

Electronic Media for data storage

E-government principles1 Citizen-oriented Government should be at the disposal of the people

and not the other way around2 Convenience through efficiency Online procedures should make life

simpler and more convenient no need to show up in person no closing times no waiting in line or being sent back and forth between offices

3 Trust and security Citizens have to be able to trust electronic public authorities as much as they do the traditional ones

4 Transparency New technical advancements are only successful and accepted when all those affected by them are involved in the development process and they are carried out in a transparent fashion

5 Accessibility Public authority services must be accessible to everyone without discrimination

E-government principles (continued)6 Usability The range of electronic services offered must be organized in

an easily comprehensible clear and straightforward manner7 Data security Data protection is a right that is highly prized in society

Citizens place much value on the protection of their privacy8 Cooperation e-government functions best when all levels of

government work seamlessly together from the smallest local authority up to federal minis

9 Sustainability e-government has a modular structure which allows new components to be integrated immediately into the system to keep up with the latest technology tries

10 Interoperability Diverse types of systems need to be able to communicate with each another

11 Technological neutrality The speed with which systems solutions and devices are developed in the information and communication branch is faster than in any other area

Characteristics of e-government

ndash Use information communication infrastructurendash Efficiencyndash Transparencyndash Customer-orientation ndash Responsiveness ndash Participationndash Knowledge-based government

E-Government -Sectoral Focus

bull e-Health bull e-Educationbull e-Municipal works and Local Governmentbull e-Personnel citizens

27

Four dimensions of e-government bull E-services - the electronic delivery of government information programs

and services often (but not exclusively) over the Internetbull E-management - the use of information technology to improve the

management of government from streamlining business processes to improving the flow of information within government offices

bull E-democracy - the use of electronic communication vehicles such as e-mail and the Internet to increase citizen participation in the public decision-making process

bull E-commerce - the exchange of money for goods and services over the Internet such as citizens paying taxes and utility bills renewing vehicle registrations and paying for recreation programs or government buying office supplies and auctioning surplus equipment

The Four Stages of E-Government

Presence (Content)InteractionTransactionTransformation ndash relationship between

government and citizens will change fundamentally in positive ways producing more citizen-centric and responsive government and increasing citizen trust in government dramatically

Electronic interactions in communities

Delivery models of e-government servicesbull Government-to-government (G2G)

ndash This represents the backbone of e-government It involves sharing data and conducting electronic exchanges between governmental departments rather than being focused on the specific agency or agencies responsible for administering programs and policies

bull Government-to-business (G2B)ndash It includes both the sale of surplus government goods to the public as well as

the procurement of goods and services It aims to more effectively work with the private sector because of the high enthusiasm of this private sector and the potential for reducing costs through improved procurement practices and increased competition

bull Government-to-citizen (G2C) ndash This provides opportunities for greater citizen access to and interaction with

the government This is what some observers perceive to be the primary goal of e-government

32

E-governments interactions

Interaction levels in e-government

1 Information Making information available online for example on the Website of a public authority

2 Communication The ability to interactively access and exchange information

3 Transactions Carrying out services including signing application forms and delivering official documents and notifications electronically

Features of types of e-government

bull G2C Use the web for accessing services such as benefits loans recreational sites andor educational material etc Key lines of business social services recreation and natural resources grants and loans taxes etc

bull G2B Reduce burden on business by adopting process that enable collecting data once for multiple uses and streaming redundant data Key lines of business regulation economic development trade permitslicenses grantsloans asset management etc

bull G2G1048697Share and integrate all the data and documents at all different levels of governments such as federal state and local1048697Key lines of business economic development recreation and natural resources public safety law enforcement disaster response management grantsloans etc1048697Internal effectiveness and efficiency1048697Adopt commercial best practices in government operation reduce costs while increase outputs etc1048697Key lines of business supply chain management in government operations human resource management financial optimization etc

Types of E-Government (with examples)

bull BARRIERS AND OBSTACLES1048697Stakeholder resistance1048697Resistance from those who are benefitted most before e-government is introduced1048697How to mitigate mobilize the high level of political commitment persuade congressional leadership use incentives invite competition among agencies by linking the performance evaluation and incentives etc1048697Lack of trust1048697People do not trust the authenticity of electronically transferred data and documents1048697How to mitigate incorporate every possible security and safety measures in all business lines1048697Insufficient resources1048697Too much works(systems manpower etc) is necessary to provide appropriate services through e-government1048697How to mitigate efficient use of resources give priorities to individual programsprojects select and concentration strategies to the programs with the biggest impacts and utilities 1048697Lack of ITA(IT architecture)1048697Each agency adopts unique system andor SW that does not match with each other1048697How to mitigate standardization introduce common systems from the central government etc

bull Five stages1048697emerging rarrenhanced rarrinteractive rarrtransactional rarrseamless1048697Online information provision rarrbasic infra rarrservice provision rarrtransactions rarrintegrated services1048697Websites rarrunilateral information provision rarrinteractive information provision rarronline services managed rarrintegrated online services available

bull A new model for e-government reflecting balanced development of all aspects1048697Three aspects to be considered1048697E-democracy Open information rarre-community rarronline participation rarre-Governance 1048697Services Providing information rarronline services rarrone-stop portal rarrzero-stop CRM1048697Productivity DB rarronline process rarrback-office reengineering rarrorganizational transformation

bull Key elements of e-government development strategies1048697Strong leadership top-level leadership commitment and those at the organizational levels 1048697Develop and reconfigure current work flow1048697Progressively implement tasks according to priority1048697Evaluate system usability economic benefits and aftermath effects and implement further development plans as required1048697Reengineer the current off-line based operating procedures in all government activities to fit the online environment1048697Construct an integrated information resources environment1048697Seek out and apply good examples1048697Make a continuous effort to get rid of digital divides1048697Best strategies1048697No uniform answer1048697E-government is not a simple application of IT upon the existing government1048697Building e-government is just another beginning

bull KISS (wwwimmigrationgokr)bull 1048697Korea Immigration Smart Servicebull 1048697Received Public Service Award from the UN 2007bull 1048697Average waiting time decreased 60bull 1048697Inboundbull 1048697Before 20 minutes for Koreans 43 minutes for foreignersbull 1048697After 8 minutes for Koreans 17 minutes for foreignersbull 1048697Outboundbull 1048697Before 17 minutesbull 1048697After 7 minutesbull 1048697Home Tax Service (wwwhometaxgokr)bull 1048697Non-stop service for taxationbull 1048697e-filing e-Notification e-Payment and e-Issuance of certificatesbull 1048697Reduce costsbull 1048697Direct cost 460 billion won annuallybull 1048697Efficient and transparent tax administration contribute to reduce related administrative costs

bull UNI-PASS (wwwcustomsgokr)bull 1048697Customs clearance service anytime anywherebull 1048697Provide the fastest service among 171 member countries

in WCO (World Customs Organization)bull 1048697Performancebull 1048697Import from 2 or more days to 15 hoursbull 1048697Export from 1 or more days to 15 hoursbull 1048697Customs refund from 2 or more days to 52 hoursbull 1048697Customs payment from 4 or more days to 10 minutes

bull KIPOnet (wwwkipogokr)bull 1048697Ubiquitous IPR management systembull 1048697247 service availablebull 1048697Online application inquirybull 1048697Show the application processes and issue notice onlinebull 1048697Online issuance of various certificatesbull 1048697First introduce home-working among governmentbull 1048697KONEPS (wwwg2bgokr)bull 1048697E-commerce of government procurementbull 104869736000 agencies 170000 firms use KONEPSbull 1048697180000 visit everydaybull 104869744000 trillion won in 2006bull 104869727000 trillion contracted in e-commercebull 1048697UNCEFACT standard (March 20050 Global IT Excellence Award (May 2006) e-Asia Award (Aug

2007)

bull DART (wwwfscgokr)bull 1048697Data analysis retrieval and transfer systembull 1048697Fast and convenient access to huge business and finance

databases using ITbull 1048697305 million inquiries in 2006bull 1048697POSTNET (wwwkoreapostgokr)bull 1048697Web-based post service systembull 1048697Allow integrated services of all post office related services

including internet shopping using PDA GISGPS and so onbull 1048697400000 visitors everydaybull 1048697Exported to 15 countries including UK US Taiwan and India

bull G4C (wwwegovgokr) bull A web-based government portal for citizens1048697Allow multichannel access to

government services1048697Fast and convenient services1048697Introduce how inquires are managed (5100 kinds)1048697Review public document online (25 kinds)1048697Issue public certificate online (32 kinds)1048697Various applications (about 720 kinds1048697

bull Metropolitan Government of the City of Seoul1048697E-Government portal bus lines map service OPEN system hi-Seoul news citizen internet classroom usersrsquoguide and reservation services land information service micro-dust information online tax system etc1048697

bull Lower level local government cases of Kangnam-gu Office1048697Internet broadcasting1048697Lecture for university entrance examination additional lecture services for K-12 students area news etc1048697CCTV system in preventing urban crimes1048697Online Kindergarten watch system parents can see how their kidsare doing through internet21Sung

Comparing the e-government and traditional government

Traditional Government bull Government-driven lt-gt bull Get in get-out lt-gt bull Distant customer contact lt-gt bull Information center lt-gt bull Process-based lt-gt bull Territorial lt-

gt

E-government bull Customer-drivenbull Enduring relationshipbull Immediate customer

servicebull Intelligent reporterbull Competency-basedbull Shared services

Traditional Vs E ndashGovernment Traditional Vs E ndashGovernment

E-government driving forces and barriers

It is not Computerizing the Existing

Government Processes It is not digitizing the files and documents of

the GovernmentE-Government = TechnologyE-Government = Government

E-Government What it is not

What does e-government mean to usbull For citizens e-government means being able to apply online for

various services and documents such as educational grants income tax forms or criminal record certificates Some documents like the residential registration form will become obsolete because authorities will be able to exchange this information electronically with each other directly

bull For businesses e-government means being able to fill out an application online for the Commercial Registry and to pick up their registration certification online when it is completed It means being able to get their questions on local taxes or foreign trade answered over the Internet Information on business insurance or new amendments to the city country laws should also be able to be researched

bull For local government it means optimizing work processes in areas such as construction management electronic customs clearance and materials and record management through the application of new technology and communication systems

E-readiness of government

the preparedness of a country for adopting e-government can be assessed broadly around

the above areas and parameters

before a country embarks on a journey towards adoption of e-government it has to assess its

state of lsquoe-readinessrsquo

When government is e-ready

An e-ready society is one that has mdash the necessary physical infrastructure (high bandwidth

reliability and affordable prices) mdash integrated current ICTs throughout businesses (e-

commerce local ICT sector) communities (local content many organizations online ICTs used in everyday life ICTs taught in schools) and the government (e-government)

mdash strong telecommunications competition independent regulation with a commitment to universal access

mdash and no limits on trade or foreign investment

E-government in details

ndash The transformation of public sector internal and external relationships through net-enabled operations IT and communications

ndash In order to improvebull Government service deliverybull Constituency participationbull Internal government operations

From Bureaucratic raquo

From Fragmented raquo

From authoritarian raquo

From closed raquo

Intuitionguess work raquo

Manual Operation raquo

Manual Data storage raquo

Citizen Centric

Integrated

Transformation in Government

Transparent

Informed decision making

Service Oriented Participatory

Automated operation

Electronic Media for data storage

E-government principles1 Citizen-oriented Government should be at the disposal of the people

and not the other way around2 Convenience through efficiency Online procedures should make life

simpler and more convenient no need to show up in person no closing times no waiting in line or being sent back and forth between offices

3 Trust and security Citizens have to be able to trust electronic public authorities as much as they do the traditional ones

4 Transparency New technical advancements are only successful and accepted when all those affected by them are involved in the development process and they are carried out in a transparent fashion

5 Accessibility Public authority services must be accessible to everyone without discrimination

E-government principles (continued)6 Usability The range of electronic services offered must be organized in

an easily comprehensible clear and straightforward manner7 Data security Data protection is a right that is highly prized in society

Citizens place much value on the protection of their privacy8 Cooperation e-government functions best when all levels of

government work seamlessly together from the smallest local authority up to federal minis

9 Sustainability e-government has a modular structure which allows new components to be integrated immediately into the system to keep up with the latest technology tries

10 Interoperability Diverse types of systems need to be able to communicate with each another

11 Technological neutrality The speed with which systems solutions and devices are developed in the information and communication branch is faster than in any other area

Characteristics of e-government

ndash Use information communication infrastructurendash Efficiencyndash Transparencyndash Customer-orientation ndash Responsiveness ndash Participationndash Knowledge-based government

E-Government -Sectoral Focus

bull e-Health bull e-Educationbull e-Municipal works and Local Governmentbull e-Personnel citizens

27

Four dimensions of e-government bull E-services - the electronic delivery of government information programs

and services often (but not exclusively) over the Internetbull E-management - the use of information technology to improve the

management of government from streamlining business processes to improving the flow of information within government offices

bull E-democracy - the use of electronic communication vehicles such as e-mail and the Internet to increase citizen participation in the public decision-making process

bull E-commerce - the exchange of money for goods and services over the Internet such as citizens paying taxes and utility bills renewing vehicle registrations and paying for recreation programs or government buying office supplies and auctioning surplus equipment

The Four Stages of E-Government

Presence (Content)InteractionTransactionTransformation ndash relationship between

government and citizens will change fundamentally in positive ways producing more citizen-centric and responsive government and increasing citizen trust in government dramatically

Electronic interactions in communities

Delivery models of e-government servicesbull Government-to-government (G2G)

ndash This represents the backbone of e-government It involves sharing data and conducting electronic exchanges between governmental departments rather than being focused on the specific agency or agencies responsible for administering programs and policies

bull Government-to-business (G2B)ndash It includes both the sale of surplus government goods to the public as well as

the procurement of goods and services It aims to more effectively work with the private sector because of the high enthusiasm of this private sector and the potential for reducing costs through improved procurement practices and increased competition

bull Government-to-citizen (G2C) ndash This provides opportunities for greater citizen access to and interaction with

the government This is what some observers perceive to be the primary goal of e-government

32

E-governments interactions

Interaction levels in e-government

1 Information Making information available online for example on the Website of a public authority

2 Communication The ability to interactively access and exchange information

3 Transactions Carrying out services including signing application forms and delivering official documents and notifications electronically

Features of types of e-government

bull G2C Use the web for accessing services such as benefits loans recreational sites andor educational material etc Key lines of business social services recreation and natural resources grants and loans taxes etc

bull G2B Reduce burden on business by adopting process that enable collecting data once for multiple uses and streaming redundant data Key lines of business regulation economic development trade permitslicenses grantsloans asset management etc

bull G2G1048697Share and integrate all the data and documents at all different levels of governments such as federal state and local1048697Key lines of business economic development recreation and natural resources public safety law enforcement disaster response management grantsloans etc1048697Internal effectiveness and efficiency1048697Adopt commercial best practices in government operation reduce costs while increase outputs etc1048697Key lines of business supply chain management in government operations human resource management financial optimization etc

Types of E-Government (with examples)

bull BARRIERS AND OBSTACLES1048697Stakeholder resistance1048697Resistance from those who are benefitted most before e-government is introduced1048697How to mitigate mobilize the high level of political commitment persuade congressional leadership use incentives invite competition among agencies by linking the performance evaluation and incentives etc1048697Lack of trust1048697People do not trust the authenticity of electronically transferred data and documents1048697How to mitigate incorporate every possible security and safety measures in all business lines1048697Insufficient resources1048697Too much works(systems manpower etc) is necessary to provide appropriate services through e-government1048697How to mitigate efficient use of resources give priorities to individual programsprojects select and concentration strategies to the programs with the biggest impacts and utilities 1048697Lack of ITA(IT architecture)1048697Each agency adopts unique system andor SW that does not match with each other1048697How to mitigate standardization introduce common systems from the central government etc

bull Five stages1048697emerging rarrenhanced rarrinteractive rarrtransactional rarrseamless1048697Online information provision rarrbasic infra rarrservice provision rarrtransactions rarrintegrated services1048697Websites rarrunilateral information provision rarrinteractive information provision rarronline services managed rarrintegrated online services available

bull A new model for e-government reflecting balanced development of all aspects1048697Three aspects to be considered1048697E-democracy Open information rarre-community rarronline participation rarre-Governance 1048697Services Providing information rarronline services rarrone-stop portal rarrzero-stop CRM1048697Productivity DB rarronline process rarrback-office reengineering rarrorganizational transformation

bull Key elements of e-government development strategies1048697Strong leadership top-level leadership commitment and those at the organizational levels 1048697Develop and reconfigure current work flow1048697Progressively implement tasks according to priority1048697Evaluate system usability economic benefits and aftermath effects and implement further development plans as required1048697Reengineer the current off-line based operating procedures in all government activities to fit the online environment1048697Construct an integrated information resources environment1048697Seek out and apply good examples1048697Make a continuous effort to get rid of digital divides1048697Best strategies1048697No uniform answer1048697E-government is not a simple application of IT upon the existing government1048697Building e-government is just another beginning

bull KISS (wwwimmigrationgokr)bull 1048697Korea Immigration Smart Servicebull 1048697Received Public Service Award from the UN 2007bull 1048697Average waiting time decreased 60bull 1048697Inboundbull 1048697Before 20 minutes for Koreans 43 minutes for foreignersbull 1048697After 8 minutes for Koreans 17 minutes for foreignersbull 1048697Outboundbull 1048697Before 17 minutesbull 1048697After 7 minutesbull 1048697Home Tax Service (wwwhometaxgokr)bull 1048697Non-stop service for taxationbull 1048697e-filing e-Notification e-Payment and e-Issuance of certificatesbull 1048697Reduce costsbull 1048697Direct cost 460 billion won annuallybull 1048697Efficient and transparent tax administration contribute to reduce related administrative costs

bull UNI-PASS (wwwcustomsgokr)bull 1048697Customs clearance service anytime anywherebull 1048697Provide the fastest service among 171 member countries

in WCO (World Customs Organization)bull 1048697Performancebull 1048697Import from 2 or more days to 15 hoursbull 1048697Export from 1 or more days to 15 hoursbull 1048697Customs refund from 2 or more days to 52 hoursbull 1048697Customs payment from 4 or more days to 10 minutes

bull KIPOnet (wwwkipogokr)bull 1048697Ubiquitous IPR management systembull 1048697247 service availablebull 1048697Online application inquirybull 1048697Show the application processes and issue notice onlinebull 1048697Online issuance of various certificatesbull 1048697First introduce home-working among governmentbull 1048697KONEPS (wwwg2bgokr)bull 1048697E-commerce of government procurementbull 104869736000 agencies 170000 firms use KONEPSbull 1048697180000 visit everydaybull 104869744000 trillion won in 2006bull 104869727000 trillion contracted in e-commercebull 1048697UNCEFACT standard (March 20050 Global IT Excellence Award (May 2006) e-Asia Award (Aug

2007)

bull DART (wwwfscgokr)bull 1048697Data analysis retrieval and transfer systembull 1048697Fast and convenient access to huge business and finance

databases using ITbull 1048697305 million inquiries in 2006bull 1048697POSTNET (wwwkoreapostgokr)bull 1048697Web-based post service systembull 1048697Allow integrated services of all post office related services

including internet shopping using PDA GISGPS and so onbull 1048697400000 visitors everydaybull 1048697Exported to 15 countries including UK US Taiwan and India

bull G4C (wwwegovgokr) bull A web-based government portal for citizens1048697Allow multichannel access to

government services1048697Fast and convenient services1048697Introduce how inquires are managed (5100 kinds)1048697Review public document online (25 kinds)1048697Issue public certificate online (32 kinds)1048697Various applications (about 720 kinds1048697

bull Metropolitan Government of the City of Seoul1048697E-Government portal bus lines map service OPEN system hi-Seoul news citizen internet classroom usersrsquoguide and reservation services land information service micro-dust information online tax system etc1048697

bull Lower level local government cases of Kangnam-gu Office1048697Internet broadcasting1048697Lecture for university entrance examination additional lecture services for K-12 students area news etc1048697CCTV system in preventing urban crimes1048697Online Kindergarten watch system parents can see how their kidsare doing through internet21Sung

Traditional Vs E ndashGovernment Traditional Vs E ndashGovernment

E-government driving forces and barriers

It is not Computerizing the Existing

Government Processes It is not digitizing the files and documents of

the GovernmentE-Government = TechnologyE-Government = Government

E-Government What it is not

What does e-government mean to usbull For citizens e-government means being able to apply online for

various services and documents such as educational grants income tax forms or criminal record certificates Some documents like the residential registration form will become obsolete because authorities will be able to exchange this information electronically with each other directly

bull For businesses e-government means being able to fill out an application online for the Commercial Registry and to pick up their registration certification online when it is completed It means being able to get their questions on local taxes or foreign trade answered over the Internet Information on business insurance or new amendments to the city country laws should also be able to be researched

bull For local government it means optimizing work processes in areas such as construction management electronic customs clearance and materials and record management through the application of new technology and communication systems

E-readiness of government

the preparedness of a country for adopting e-government can be assessed broadly around

the above areas and parameters

before a country embarks on a journey towards adoption of e-government it has to assess its

state of lsquoe-readinessrsquo

When government is e-ready

An e-ready society is one that has mdash the necessary physical infrastructure (high bandwidth

reliability and affordable prices) mdash integrated current ICTs throughout businesses (e-

commerce local ICT sector) communities (local content many organizations online ICTs used in everyday life ICTs taught in schools) and the government (e-government)

mdash strong telecommunications competition independent regulation with a commitment to universal access

mdash and no limits on trade or foreign investment

E-government in details

ndash The transformation of public sector internal and external relationships through net-enabled operations IT and communications

ndash In order to improvebull Government service deliverybull Constituency participationbull Internal government operations

From Bureaucratic raquo

From Fragmented raquo

From authoritarian raquo

From closed raquo

Intuitionguess work raquo

Manual Operation raquo

Manual Data storage raquo

Citizen Centric

Integrated

Transformation in Government

Transparent

Informed decision making

Service Oriented Participatory

Automated operation

Electronic Media for data storage

E-government principles1 Citizen-oriented Government should be at the disposal of the people

and not the other way around2 Convenience through efficiency Online procedures should make life

simpler and more convenient no need to show up in person no closing times no waiting in line or being sent back and forth between offices

3 Trust and security Citizens have to be able to trust electronic public authorities as much as they do the traditional ones

4 Transparency New technical advancements are only successful and accepted when all those affected by them are involved in the development process and they are carried out in a transparent fashion

5 Accessibility Public authority services must be accessible to everyone without discrimination

E-government principles (continued)6 Usability The range of electronic services offered must be organized in

an easily comprehensible clear and straightforward manner7 Data security Data protection is a right that is highly prized in society

Citizens place much value on the protection of their privacy8 Cooperation e-government functions best when all levels of

government work seamlessly together from the smallest local authority up to federal minis

9 Sustainability e-government has a modular structure which allows new components to be integrated immediately into the system to keep up with the latest technology tries

10 Interoperability Diverse types of systems need to be able to communicate with each another

11 Technological neutrality The speed with which systems solutions and devices are developed in the information and communication branch is faster than in any other area

Characteristics of e-government

ndash Use information communication infrastructurendash Efficiencyndash Transparencyndash Customer-orientation ndash Responsiveness ndash Participationndash Knowledge-based government

E-Government -Sectoral Focus

bull e-Health bull e-Educationbull e-Municipal works and Local Governmentbull e-Personnel citizens

27

Four dimensions of e-government bull E-services - the electronic delivery of government information programs

and services often (but not exclusively) over the Internetbull E-management - the use of information technology to improve the

management of government from streamlining business processes to improving the flow of information within government offices

bull E-democracy - the use of electronic communication vehicles such as e-mail and the Internet to increase citizen participation in the public decision-making process

bull E-commerce - the exchange of money for goods and services over the Internet such as citizens paying taxes and utility bills renewing vehicle registrations and paying for recreation programs or government buying office supplies and auctioning surplus equipment

The Four Stages of E-Government

Presence (Content)InteractionTransactionTransformation ndash relationship between

government and citizens will change fundamentally in positive ways producing more citizen-centric and responsive government and increasing citizen trust in government dramatically

Electronic interactions in communities

Delivery models of e-government servicesbull Government-to-government (G2G)

ndash This represents the backbone of e-government It involves sharing data and conducting electronic exchanges between governmental departments rather than being focused on the specific agency or agencies responsible for administering programs and policies

bull Government-to-business (G2B)ndash It includes both the sale of surplus government goods to the public as well as

the procurement of goods and services It aims to more effectively work with the private sector because of the high enthusiasm of this private sector and the potential for reducing costs through improved procurement practices and increased competition

bull Government-to-citizen (G2C) ndash This provides opportunities for greater citizen access to and interaction with

the government This is what some observers perceive to be the primary goal of e-government

32

E-governments interactions

Interaction levels in e-government

1 Information Making information available online for example on the Website of a public authority

2 Communication The ability to interactively access and exchange information

3 Transactions Carrying out services including signing application forms and delivering official documents and notifications electronically

Features of types of e-government

bull G2C Use the web for accessing services such as benefits loans recreational sites andor educational material etc Key lines of business social services recreation and natural resources grants and loans taxes etc

bull G2B Reduce burden on business by adopting process that enable collecting data once for multiple uses and streaming redundant data Key lines of business regulation economic development trade permitslicenses grantsloans asset management etc

bull G2G1048697Share and integrate all the data and documents at all different levels of governments such as federal state and local1048697Key lines of business economic development recreation and natural resources public safety law enforcement disaster response management grantsloans etc1048697Internal effectiveness and efficiency1048697Adopt commercial best practices in government operation reduce costs while increase outputs etc1048697Key lines of business supply chain management in government operations human resource management financial optimization etc

Types of E-Government (with examples)

bull BARRIERS AND OBSTACLES1048697Stakeholder resistance1048697Resistance from those who are benefitted most before e-government is introduced1048697How to mitigate mobilize the high level of political commitment persuade congressional leadership use incentives invite competition among agencies by linking the performance evaluation and incentives etc1048697Lack of trust1048697People do not trust the authenticity of electronically transferred data and documents1048697How to mitigate incorporate every possible security and safety measures in all business lines1048697Insufficient resources1048697Too much works(systems manpower etc) is necessary to provide appropriate services through e-government1048697How to mitigate efficient use of resources give priorities to individual programsprojects select and concentration strategies to the programs with the biggest impacts and utilities 1048697Lack of ITA(IT architecture)1048697Each agency adopts unique system andor SW that does not match with each other1048697How to mitigate standardization introduce common systems from the central government etc

bull Five stages1048697emerging rarrenhanced rarrinteractive rarrtransactional rarrseamless1048697Online information provision rarrbasic infra rarrservice provision rarrtransactions rarrintegrated services1048697Websites rarrunilateral information provision rarrinteractive information provision rarronline services managed rarrintegrated online services available

bull A new model for e-government reflecting balanced development of all aspects1048697Three aspects to be considered1048697E-democracy Open information rarre-community rarronline participation rarre-Governance 1048697Services Providing information rarronline services rarrone-stop portal rarrzero-stop CRM1048697Productivity DB rarronline process rarrback-office reengineering rarrorganizational transformation

bull Key elements of e-government development strategies1048697Strong leadership top-level leadership commitment and those at the organizational levels 1048697Develop and reconfigure current work flow1048697Progressively implement tasks according to priority1048697Evaluate system usability economic benefits and aftermath effects and implement further development plans as required1048697Reengineer the current off-line based operating procedures in all government activities to fit the online environment1048697Construct an integrated information resources environment1048697Seek out and apply good examples1048697Make a continuous effort to get rid of digital divides1048697Best strategies1048697No uniform answer1048697E-government is not a simple application of IT upon the existing government1048697Building e-government is just another beginning

bull KISS (wwwimmigrationgokr)bull 1048697Korea Immigration Smart Servicebull 1048697Received Public Service Award from the UN 2007bull 1048697Average waiting time decreased 60bull 1048697Inboundbull 1048697Before 20 minutes for Koreans 43 minutes for foreignersbull 1048697After 8 minutes for Koreans 17 minutes for foreignersbull 1048697Outboundbull 1048697Before 17 minutesbull 1048697After 7 minutesbull 1048697Home Tax Service (wwwhometaxgokr)bull 1048697Non-stop service for taxationbull 1048697e-filing e-Notification e-Payment and e-Issuance of certificatesbull 1048697Reduce costsbull 1048697Direct cost 460 billion won annuallybull 1048697Efficient and transparent tax administration contribute to reduce related administrative costs

bull UNI-PASS (wwwcustomsgokr)bull 1048697Customs clearance service anytime anywherebull 1048697Provide the fastest service among 171 member countries

in WCO (World Customs Organization)bull 1048697Performancebull 1048697Import from 2 or more days to 15 hoursbull 1048697Export from 1 or more days to 15 hoursbull 1048697Customs refund from 2 or more days to 52 hoursbull 1048697Customs payment from 4 or more days to 10 minutes

bull KIPOnet (wwwkipogokr)bull 1048697Ubiquitous IPR management systembull 1048697247 service availablebull 1048697Online application inquirybull 1048697Show the application processes and issue notice onlinebull 1048697Online issuance of various certificatesbull 1048697First introduce home-working among governmentbull 1048697KONEPS (wwwg2bgokr)bull 1048697E-commerce of government procurementbull 104869736000 agencies 170000 firms use KONEPSbull 1048697180000 visit everydaybull 104869744000 trillion won in 2006bull 104869727000 trillion contracted in e-commercebull 1048697UNCEFACT standard (March 20050 Global IT Excellence Award (May 2006) e-Asia Award (Aug

2007)

bull DART (wwwfscgokr)bull 1048697Data analysis retrieval and transfer systembull 1048697Fast and convenient access to huge business and finance

databases using ITbull 1048697305 million inquiries in 2006bull 1048697POSTNET (wwwkoreapostgokr)bull 1048697Web-based post service systembull 1048697Allow integrated services of all post office related services

including internet shopping using PDA GISGPS and so onbull 1048697400000 visitors everydaybull 1048697Exported to 15 countries including UK US Taiwan and India

bull G4C (wwwegovgokr) bull A web-based government portal for citizens1048697Allow multichannel access to

government services1048697Fast and convenient services1048697Introduce how inquires are managed (5100 kinds)1048697Review public document online (25 kinds)1048697Issue public certificate online (32 kinds)1048697Various applications (about 720 kinds1048697

bull Metropolitan Government of the City of Seoul1048697E-Government portal bus lines map service OPEN system hi-Seoul news citizen internet classroom usersrsquoguide and reservation services land information service micro-dust information online tax system etc1048697

bull Lower level local government cases of Kangnam-gu Office1048697Internet broadcasting1048697Lecture for university entrance examination additional lecture services for K-12 students area news etc1048697CCTV system in preventing urban crimes1048697Online Kindergarten watch system parents can see how their kidsare doing through internet21Sung

E-government driving forces and barriers

It is not Computerizing the Existing

Government Processes It is not digitizing the files and documents of

the GovernmentE-Government = TechnologyE-Government = Government

E-Government What it is not

What does e-government mean to usbull For citizens e-government means being able to apply online for

various services and documents such as educational grants income tax forms or criminal record certificates Some documents like the residential registration form will become obsolete because authorities will be able to exchange this information electronically with each other directly

bull For businesses e-government means being able to fill out an application online for the Commercial Registry and to pick up their registration certification online when it is completed It means being able to get their questions on local taxes or foreign trade answered over the Internet Information on business insurance or new amendments to the city country laws should also be able to be researched

bull For local government it means optimizing work processes in areas such as construction management electronic customs clearance and materials and record management through the application of new technology and communication systems

E-readiness of government

the preparedness of a country for adopting e-government can be assessed broadly around

the above areas and parameters

before a country embarks on a journey towards adoption of e-government it has to assess its

state of lsquoe-readinessrsquo

When government is e-ready

An e-ready society is one that has mdash the necessary physical infrastructure (high bandwidth

reliability and affordable prices) mdash integrated current ICTs throughout businesses (e-

commerce local ICT sector) communities (local content many organizations online ICTs used in everyday life ICTs taught in schools) and the government (e-government)

mdash strong telecommunications competition independent regulation with a commitment to universal access

mdash and no limits on trade or foreign investment

E-government in details

ndash The transformation of public sector internal and external relationships through net-enabled operations IT and communications

ndash In order to improvebull Government service deliverybull Constituency participationbull Internal government operations

From Bureaucratic raquo

From Fragmented raquo

From authoritarian raquo

From closed raquo

Intuitionguess work raquo

Manual Operation raquo

Manual Data storage raquo

Citizen Centric

Integrated

Transformation in Government

Transparent

Informed decision making

Service Oriented Participatory

Automated operation

Electronic Media for data storage

E-government principles1 Citizen-oriented Government should be at the disposal of the people

and not the other way around2 Convenience through efficiency Online procedures should make life

simpler and more convenient no need to show up in person no closing times no waiting in line or being sent back and forth between offices

3 Trust and security Citizens have to be able to trust electronic public authorities as much as they do the traditional ones

4 Transparency New technical advancements are only successful and accepted when all those affected by them are involved in the development process and they are carried out in a transparent fashion

5 Accessibility Public authority services must be accessible to everyone without discrimination

E-government principles (continued)6 Usability The range of electronic services offered must be organized in

an easily comprehensible clear and straightforward manner7 Data security Data protection is a right that is highly prized in society

Citizens place much value on the protection of their privacy8 Cooperation e-government functions best when all levels of

government work seamlessly together from the smallest local authority up to federal minis

9 Sustainability e-government has a modular structure which allows new components to be integrated immediately into the system to keep up with the latest technology tries

10 Interoperability Diverse types of systems need to be able to communicate with each another

11 Technological neutrality The speed with which systems solutions and devices are developed in the information and communication branch is faster than in any other area

Characteristics of e-government

ndash Use information communication infrastructurendash Efficiencyndash Transparencyndash Customer-orientation ndash Responsiveness ndash Participationndash Knowledge-based government

E-Government -Sectoral Focus

bull e-Health bull e-Educationbull e-Municipal works and Local Governmentbull e-Personnel citizens

27

Four dimensions of e-government bull E-services - the electronic delivery of government information programs

and services often (but not exclusively) over the Internetbull E-management - the use of information technology to improve the

management of government from streamlining business processes to improving the flow of information within government offices

bull E-democracy - the use of electronic communication vehicles such as e-mail and the Internet to increase citizen participation in the public decision-making process

bull E-commerce - the exchange of money for goods and services over the Internet such as citizens paying taxes and utility bills renewing vehicle registrations and paying for recreation programs or government buying office supplies and auctioning surplus equipment

The Four Stages of E-Government

Presence (Content)InteractionTransactionTransformation ndash relationship between

government and citizens will change fundamentally in positive ways producing more citizen-centric and responsive government and increasing citizen trust in government dramatically

Electronic interactions in communities

Delivery models of e-government servicesbull Government-to-government (G2G)

ndash This represents the backbone of e-government It involves sharing data and conducting electronic exchanges between governmental departments rather than being focused on the specific agency or agencies responsible for administering programs and policies

bull Government-to-business (G2B)ndash It includes both the sale of surplus government goods to the public as well as

the procurement of goods and services It aims to more effectively work with the private sector because of the high enthusiasm of this private sector and the potential for reducing costs through improved procurement practices and increased competition

bull Government-to-citizen (G2C) ndash This provides opportunities for greater citizen access to and interaction with

the government This is what some observers perceive to be the primary goal of e-government

32

E-governments interactions

Interaction levels in e-government

1 Information Making information available online for example on the Website of a public authority

2 Communication The ability to interactively access and exchange information

3 Transactions Carrying out services including signing application forms and delivering official documents and notifications electronically

Features of types of e-government

bull G2C Use the web for accessing services such as benefits loans recreational sites andor educational material etc Key lines of business social services recreation and natural resources grants and loans taxes etc

bull G2B Reduce burden on business by adopting process that enable collecting data once for multiple uses and streaming redundant data Key lines of business regulation economic development trade permitslicenses grantsloans asset management etc

bull G2G1048697Share and integrate all the data and documents at all different levels of governments such as federal state and local1048697Key lines of business economic development recreation and natural resources public safety law enforcement disaster response management grantsloans etc1048697Internal effectiveness and efficiency1048697Adopt commercial best practices in government operation reduce costs while increase outputs etc1048697Key lines of business supply chain management in government operations human resource management financial optimization etc

Types of E-Government (with examples)

bull BARRIERS AND OBSTACLES1048697Stakeholder resistance1048697Resistance from those who are benefitted most before e-government is introduced1048697How to mitigate mobilize the high level of political commitment persuade congressional leadership use incentives invite competition among agencies by linking the performance evaluation and incentives etc1048697Lack of trust1048697People do not trust the authenticity of electronically transferred data and documents1048697How to mitigate incorporate every possible security and safety measures in all business lines1048697Insufficient resources1048697Too much works(systems manpower etc) is necessary to provide appropriate services through e-government1048697How to mitigate efficient use of resources give priorities to individual programsprojects select and concentration strategies to the programs with the biggest impacts and utilities 1048697Lack of ITA(IT architecture)1048697Each agency adopts unique system andor SW that does not match with each other1048697How to mitigate standardization introduce common systems from the central government etc

bull Five stages1048697emerging rarrenhanced rarrinteractive rarrtransactional rarrseamless1048697Online information provision rarrbasic infra rarrservice provision rarrtransactions rarrintegrated services1048697Websites rarrunilateral information provision rarrinteractive information provision rarronline services managed rarrintegrated online services available

bull A new model for e-government reflecting balanced development of all aspects1048697Three aspects to be considered1048697E-democracy Open information rarre-community rarronline participation rarre-Governance 1048697Services Providing information rarronline services rarrone-stop portal rarrzero-stop CRM1048697Productivity DB rarronline process rarrback-office reengineering rarrorganizational transformation

bull Key elements of e-government development strategies1048697Strong leadership top-level leadership commitment and those at the organizational levels 1048697Develop and reconfigure current work flow1048697Progressively implement tasks according to priority1048697Evaluate system usability economic benefits and aftermath effects and implement further development plans as required1048697Reengineer the current off-line based operating procedures in all government activities to fit the online environment1048697Construct an integrated information resources environment1048697Seek out and apply good examples1048697Make a continuous effort to get rid of digital divides1048697Best strategies1048697No uniform answer1048697E-government is not a simple application of IT upon the existing government1048697Building e-government is just another beginning

bull KISS (wwwimmigrationgokr)bull 1048697Korea Immigration Smart Servicebull 1048697Received Public Service Award from the UN 2007bull 1048697Average waiting time decreased 60bull 1048697Inboundbull 1048697Before 20 minutes for Koreans 43 minutes for foreignersbull 1048697After 8 minutes for Koreans 17 minutes for foreignersbull 1048697Outboundbull 1048697Before 17 minutesbull 1048697After 7 minutesbull 1048697Home Tax Service (wwwhometaxgokr)bull 1048697Non-stop service for taxationbull 1048697e-filing e-Notification e-Payment and e-Issuance of certificatesbull 1048697Reduce costsbull 1048697Direct cost 460 billion won annuallybull 1048697Efficient and transparent tax administration contribute to reduce related administrative costs

bull UNI-PASS (wwwcustomsgokr)bull 1048697Customs clearance service anytime anywherebull 1048697Provide the fastest service among 171 member countries

in WCO (World Customs Organization)bull 1048697Performancebull 1048697Import from 2 or more days to 15 hoursbull 1048697Export from 1 or more days to 15 hoursbull 1048697Customs refund from 2 or more days to 52 hoursbull 1048697Customs payment from 4 or more days to 10 minutes

bull KIPOnet (wwwkipogokr)bull 1048697Ubiquitous IPR management systembull 1048697247 service availablebull 1048697Online application inquirybull 1048697Show the application processes and issue notice onlinebull 1048697Online issuance of various certificatesbull 1048697First introduce home-working among governmentbull 1048697KONEPS (wwwg2bgokr)bull 1048697E-commerce of government procurementbull 104869736000 agencies 170000 firms use KONEPSbull 1048697180000 visit everydaybull 104869744000 trillion won in 2006bull 104869727000 trillion contracted in e-commercebull 1048697UNCEFACT standard (March 20050 Global IT Excellence Award (May 2006) e-Asia Award (Aug

2007)

bull DART (wwwfscgokr)bull 1048697Data analysis retrieval and transfer systembull 1048697Fast and convenient access to huge business and finance

databases using ITbull 1048697305 million inquiries in 2006bull 1048697POSTNET (wwwkoreapostgokr)bull 1048697Web-based post service systembull 1048697Allow integrated services of all post office related services

including internet shopping using PDA GISGPS and so onbull 1048697400000 visitors everydaybull 1048697Exported to 15 countries including UK US Taiwan and India

bull G4C (wwwegovgokr) bull A web-based government portal for citizens1048697Allow multichannel access to

government services1048697Fast and convenient services1048697Introduce how inquires are managed (5100 kinds)1048697Review public document online (25 kinds)1048697Issue public certificate online (32 kinds)1048697Various applications (about 720 kinds1048697

bull Metropolitan Government of the City of Seoul1048697E-Government portal bus lines map service OPEN system hi-Seoul news citizen internet classroom usersrsquoguide and reservation services land information service micro-dust information online tax system etc1048697

bull Lower level local government cases of Kangnam-gu Office1048697Internet broadcasting1048697Lecture for university entrance examination additional lecture services for K-12 students area news etc1048697CCTV system in preventing urban crimes1048697Online Kindergarten watch system parents can see how their kidsare doing through internet21Sung

It is not Computerizing the Existing

Government Processes It is not digitizing the files and documents of

the GovernmentE-Government = TechnologyE-Government = Government

E-Government What it is not

What does e-government mean to usbull For citizens e-government means being able to apply online for

various services and documents such as educational grants income tax forms or criminal record certificates Some documents like the residential registration form will become obsolete because authorities will be able to exchange this information electronically with each other directly

bull For businesses e-government means being able to fill out an application online for the Commercial Registry and to pick up their registration certification online when it is completed It means being able to get their questions on local taxes or foreign trade answered over the Internet Information on business insurance or new amendments to the city country laws should also be able to be researched

bull For local government it means optimizing work processes in areas such as construction management electronic customs clearance and materials and record management through the application of new technology and communication systems

E-readiness of government

the preparedness of a country for adopting e-government can be assessed broadly around

the above areas and parameters

before a country embarks on a journey towards adoption of e-government it has to assess its

state of lsquoe-readinessrsquo

When government is e-ready

An e-ready society is one that has mdash the necessary physical infrastructure (high bandwidth

reliability and affordable prices) mdash integrated current ICTs throughout businesses (e-

commerce local ICT sector) communities (local content many organizations online ICTs used in everyday life ICTs taught in schools) and the government (e-government)

mdash strong telecommunications competition independent regulation with a commitment to universal access

mdash and no limits on trade or foreign investment

E-government in details

ndash The transformation of public sector internal and external relationships through net-enabled operations IT and communications

ndash In order to improvebull Government service deliverybull Constituency participationbull Internal government operations

From Bureaucratic raquo

From Fragmented raquo

From authoritarian raquo

From closed raquo

Intuitionguess work raquo

Manual Operation raquo

Manual Data storage raquo

Citizen Centric

Integrated

Transformation in Government

Transparent

Informed decision making

Service Oriented Participatory

Automated operation

Electronic Media for data storage

E-government principles1 Citizen-oriented Government should be at the disposal of the people

and not the other way around2 Convenience through efficiency Online procedures should make life

simpler and more convenient no need to show up in person no closing times no waiting in line or being sent back and forth between offices

3 Trust and security Citizens have to be able to trust electronic public authorities as much as they do the traditional ones

4 Transparency New technical advancements are only successful and accepted when all those affected by them are involved in the development process and they are carried out in a transparent fashion

5 Accessibility Public authority services must be accessible to everyone without discrimination

E-government principles (continued)6 Usability The range of electronic services offered must be organized in

an easily comprehensible clear and straightforward manner7 Data security Data protection is a right that is highly prized in society

Citizens place much value on the protection of their privacy8 Cooperation e-government functions best when all levels of

government work seamlessly together from the smallest local authority up to federal minis

9 Sustainability e-government has a modular structure which allows new components to be integrated immediately into the system to keep up with the latest technology tries

10 Interoperability Diverse types of systems need to be able to communicate with each another

11 Technological neutrality The speed with which systems solutions and devices are developed in the information and communication branch is faster than in any other area

Characteristics of e-government

ndash Use information communication infrastructurendash Efficiencyndash Transparencyndash Customer-orientation ndash Responsiveness ndash Participationndash Knowledge-based government

E-Government -Sectoral Focus

bull e-Health bull e-Educationbull e-Municipal works and Local Governmentbull e-Personnel citizens

27

Four dimensions of e-government bull E-services - the electronic delivery of government information programs

and services often (but not exclusively) over the Internetbull E-management - the use of information technology to improve the

management of government from streamlining business processes to improving the flow of information within government offices

bull E-democracy - the use of electronic communication vehicles such as e-mail and the Internet to increase citizen participation in the public decision-making process

bull E-commerce - the exchange of money for goods and services over the Internet such as citizens paying taxes and utility bills renewing vehicle registrations and paying for recreation programs or government buying office supplies and auctioning surplus equipment

The Four Stages of E-Government

Presence (Content)InteractionTransactionTransformation ndash relationship between

government and citizens will change fundamentally in positive ways producing more citizen-centric and responsive government and increasing citizen trust in government dramatically

Electronic interactions in communities

Delivery models of e-government servicesbull Government-to-government (G2G)

ndash This represents the backbone of e-government It involves sharing data and conducting electronic exchanges between governmental departments rather than being focused on the specific agency or agencies responsible for administering programs and policies

bull Government-to-business (G2B)ndash It includes both the sale of surplus government goods to the public as well as

the procurement of goods and services It aims to more effectively work with the private sector because of the high enthusiasm of this private sector and the potential for reducing costs through improved procurement practices and increased competition

bull Government-to-citizen (G2C) ndash This provides opportunities for greater citizen access to and interaction with

the government This is what some observers perceive to be the primary goal of e-government

32

E-governments interactions

Interaction levels in e-government

1 Information Making information available online for example on the Website of a public authority

2 Communication The ability to interactively access and exchange information

3 Transactions Carrying out services including signing application forms and delivering official documents and notifications electronically

Features of types of e-government

bull G2C Use the web for accessing services such as benefits loans recreational sites andor educational material etc Key lines of business social services recreation and natural resources grants and loans taxes etc

bull G2B Reduce burden on business by adopting process that enable collecting data once for multiple uses and streaming redundant data Key lines of business regulation economic development trade permitslicenses grantsloans asset management etc

bull G2G1048697Share and integrate all the data and documents at all different levels of governments such as federal state and local1048697Key lines of business economic development recreation and natural resources public safety law enforcement disaster response management grantsloans etc1048697Internal effectiveness and efficiency1048697Adopt commercial best practices in government operation reduce costs while increase outputs etc1048697Key lines of business supply chain management in government operations human resource management financial optimization etc

Types of E-Government (with examples)

bull BARRIERS AND OBSTACLES1048697Stakeholder resistance1048697Resistance from those who are benefitted most before e-government is introduced1048697How to mitigate mobilize the high level of political commitment persuade congressional leadership use incentives invite competition among agencies by linking the performance evaluation and incentives etc1048697Lack of trust1048697People do not trust the authenticity of electronically transferred data and documents1048697How to mitigate incorporate every possible security and safety measures in all business lines1048697Insufficient resources1048697Too much works(systems manpower etc) is necessary to provide appropriate services through e-government1048697How to mitigate efficient use of resources give priorities to individual programsprojects select and concentration strategies to the programs with the biggest impacts and utilities 1048697Lack of ITA(IT architecture)1048697Each agency adopts unique system andor SW that does not match with each other1048697How to mitigate standardization introduce common systems from the central government etc

bull Five stages1048697emerging rarrenhanced rarrinteractive rarrtransactional rarrseamless1048697Online information provision rarrbasic infra rarrservice provision rarrtransactions rarrintegrated services1048697Websites rarrunilateral information provision rarrinteractive information provision rarronline services managed rarrintegrated online services available

bull A new model for e-government reflecting balanced development of all aspects1048697Three aspects to be considered1048697E-democracy Open information rarre-community rarronline participation rarre-Governance 1048697Services Providing information rarronline services rarrone-stop portal rarrzero-stop CRM1048697Productivity DB rarronline process rarrback-office reengineering rarrorganizational transformation

bull Key elements of e-government development strategies1048697Strong leadership top-level leadership commitment and those at the organizational levels 1048697Develop and reconfigure current work flow1048697Progressively implement tasks according to priority1048697Evaluate system usability economic benefits and aftermath effects and implement further development plans as required1048697Reengineer the current off-line based operating procedures in all government activities to fit the online environment1048697Construct an integrated information resources environment1048697Seek out and apply good examples1048697Make a continuous effort to get rid of digital divides1048697Best strategies1048697No uniform answer1048697E-government is not a simple application of IT upon the existing government1048697Building e-government is just another beginning

bull KISS (wwwimmigrationgokr)bull 1048697Korea Immigration Smart Servicebull 1048697Received Public Service Award from the UN 2007bull 1048697Average waiting time decreased 60bull 1048697Inboundbull 1048697Before 20 minutes for Koreans 43 minutes for foreignersbull 1048697After 8 minutes for Koreans 17 minutes for foreignersbull 1048697Outboundbull 1048697Before 17 minutesbull 1048697After 7 minutesbull 1048697Home Tax Service (wwwhometaxgokr)bull 1048697Non-stop service for taxationbull 1048697e-filing e-Notification e-Payment and e-Issuance of certificatesbull 1048697Reduce costsbull 1048697Direct cost 460 billion won annuallybull 1048697Efficient and transparent tax administration contribute to reduce related administrative costs

bull UNI-PASS (wwwcustomsgokr)bull 1048697Customs clearance service anytime anywherebull 1048697Provide the fastest service among 171 member countries

in WCO (World Customs Organization)bull 1048697Performancebull 1048697Import from 2 or more days to 15 hoursbull 1048697Export from 1 or more days to 15 hoursbull 1048697Customs refund from 2 or more days to 52 hoursbull 1048697Customs payment from 4 or more days to 10 minutes

bull KIPOnet (wwwkipogokr)bull 1048697Ubiquitous IPR management systembull 1048697247 service availablebull 1048697Online application inquirybull 1048697Show the application processes and issue notice onlinebull 1048697Online issuance of various certificatesbull 1048697First introduce home-working among governmentbull 1048697KONEPS (wwwg2bgokr)bull 1048697E-commerce of government procurementbull 104869736000 agencies 170000 firms use KONEPSbull 1048697180000 visit everydaybull 104869744000 trillion won in 2006bull 104869727000 trillion contracted in e-commercebull 1048697UNCEFACT standard (March 20050 Global IT Excellence Award (May 2006) e-Asia Award (Aug

2007)

bull DART (wwwfscgokr)bull 1048697Data analysis retrieval and transfer systembull 1048697Fast and convenient access to huge business and finance

databases using ITbull 1048697305 million inquiries in 2006bull 1048697POSTNET (wwwkoreapostgokr)bull 1048697Web-based post service systembull 1048697Allow integrated services of all post office related services

including internet shopping using PDA GISGPS and so onbull 1048697400000 visitors everydaybull 1048697Exported to 15 countries including UK US Taiwan and India

bull G4C (wwwegovgokr) bull A web-based government portal for citizens1048697Allow multichannel access to

government services1048697Fast and convenient services1048697Introduce how inquires are managed (5100 kinds)1048697Review public document online (25 kinds)1048697Issue public certificate online (32 kinds)1048697Various applications (about 720 kinds1048697

bull Metropolitan Government of the City of Seoul1048697E-Government portal bus lines map service OPEN system hi-Seoul news citizen internet classroom usersrsquoguide and reservation services land information service micro-dust information online tax system etc1048697

bull Lower level local government cases of Kangnam-gu Office1048697Internet broadcasting1048697Lecture for university entrance examination additional lecture services for K-12 students area news etc1048697CCTV system in preventing urban crimes1048697Online Kindergarten watch system parents can see how their kidsare doing through internet21Sung

What does e-government mean to usbull For citizens e-government means being able to apply online for

various services and documents such as educational grants income tax forms or criminal record certificates Some documents like the residential registration form will become obsolete because authorities will be able to exchange this information electronically with each other directly

bull For businesses e-government means being able to fill out an application online for the Commercial Registry and to pick up their registration certification online when it is completed It means being able to get their questions on local taxes or foreign trade answered over the Internet Information on business insurance or new amendments to the city country laws should also be able to be researched

bull For local government it means optimizing work processes in areas such as construction management electronic customs clearance and materials and record management through the application of new technology and communication systems

E-readiness of government

the preparedness of a country for adopting e-government can be assessed broadly around

the above areas and parameters

before a country embarks on a journey towards adoption of e-government it has to assess its

state of lsquoe-readinessrsquo

When government is e-ready

An e-ready society is one that has mdash the necessary physical infrastructure (high bandwidth

reliability and affordable prices) mdash integrated current ICTs throughout businesses (e-

commerce local ICT sector) communities (local content many organizations online ICTs used in everyday life ICTs taught in schools) and the government (e-government)

mdash strong telecommunications competition independent regulation with a commitment to universal access

mdash and no limits on trade or foreign investment

E-government in details

ndash The transformation of public sector internal and external relationships through net-enabled operations IT and communications

ndash In order to improvebull Government service deliverybull Constituency participationbull Internal government operations

From Bureaucratic raquo

From Fragmented raquo

From authoritarian raquo

From closed raquo

Intuitionguess work raquo

Manual Operation raquo

Manual Data storage raquo

Citizen Centric

Integrated

Transformation in Government

Transparent

Informed decision making

Service Oriented Participatory

Automated operation

Electronic Media for data storage

E-government principles1 Citizen-oriented Government should be at the disposal of the people

and not the other way around2 Convenience through efficiency Online procedures should make life

simpler and more convenient no need to show up in person no closing times no waiting in line or being sent back and forth between offices

3 Trust and security Citizens have to be able to trust electronic public authorities as much as they do the traditional ones

4 Transparency New technical advancements are only successful and accepted when all those affected by them are involved in the development process and they are carried out in a transparent fashion

5 Accessibility Public authority services must be accessible to everyone without discrimination

E-government principles (continued)6 Usability The range of electronic services offered must be organized in

an easily comprehensible clear and straightforward manner7 Data security Data protection is a right that is highly prized in society

Citizens place much value on the protection of their privacy8 Cooperation e-government functions best when all levels of

government work seamlessly together from the smallest local authority up to federal minis

9 Sustainability e-government has a modular structure which allows new components to be integrated immediately into the system to keep up with the latest technology tries

10 Interoperability Diverse types of systems need to be able to communicate with each another

11 Technological neutrality The speed with which systems solutions and devices are developed in the information and communication branch is faster than in any other area

Characteristics of e-government

ndash Use information communication infrastructurendash Efficiencyndash Transparencyndash Customer-orientation ndash Responsiveness ndash Participationndash Knowledge-based government

E-Government -Sectoral Focus

bull e-Health bull e-Educationbull e-Municipal works and Local Governmentbull e-Personnel citizens

27

Four dimensions of e-government bull E-services - the electronic delivery of government information programs

and services often (but not exclusively) over the Internetbull E-management - the use of information technology to improve the

management of government from streamlining business processes to improving the flow of information within government offices

bull E-democracy - the use of electronic communication vehicles such as e-mail and the Internet to increase citizen participation in the public decision-making process

bull E-commerce - the exchange of money for goods and services over the Internet such as citizens paying taxes and utility bills renewing vehicle registrations and paying for recreation programs or government buying office supplies and auctioning surplus equipment

The Four Stages of E-Government

Presence (Content)InteractionTransactionTransformation ndash relationship between

government and citizens will change fundamentally in positive ways producing more citizen-centric and responsive government and increasing citizen trust in government dramatically

Electronic interactions in communities

Delivery models of e-government servicesbull Government-to-government (G2G)

ndash This represents the backbone of e-government It involves sharing data and conducting electronic exchanges between governmental departments rather than being focused on the specific agency or agencies responsible for administering programs and policies

bull Government-to-business (G2B)ndash It includes both the sale of surplus government goods to the public as well as

the procurement of goods and services It aims to more effectively work with the private sector because of the high enthusiasm of this private sector and the potential for reducing costs through improved procurement practices and increased competition

bull Government-to-citizen (G2C) ndash This provides opportunities for greater citizen access to and interaction with

the government This is what some observers perceive to be the primary goal of e-government

32

E-governments interactions

Interaction levels in e-government

1 Information Making information available online for example on the Website of a public authority

2 Communication The ability to interactively access and exchange information

3 Transactions Carrying out services including signing application forms and delivering official documents and notifications electronically

Features of types of e-government

bull G2C Use the web for accessing services such as benefits loans recreational sites andor educational material etc Key lines of business social services recreation and natural resources grants and loans taxes etc

bull G2B Reduce burden on business by adopting process that enable collecting data once for multiple uses and streaming redundant data Key lines of business regulation economic development trade permitslicenses grantsloans asset management etc

bull G2G1048697Share and integrate all the data and documents at all different levels of governments such as federal state and local1048697Key lines of business economic development recreation and natural resources public safety law enforcement disaster response management grantsloans etc1048697Internal effectiveness and efficiency1048697Adopt commercial best practices in government operation reduce costs while increase outputs etc1048697Key lines of business supply chain management in government operations human resource management financial optimization etc

Types of E-Government (with examples)

bull BARRIERS AND OBSTACLES1048697Stakeholder resistance1048697Resistance from those who are benefitted most before e-government is introduced1048697How to mitigate mobilize the high level of political commitment persuade congressional leadership use incentives invite competition among agencies by linking the performance evaluation and incentives etc1048697Lack of trust1048697People do not trust the authenticity of electronically transferred data and documents1048697How to mitigate incorporate every possible security and safety measures in all business lines1048697Insufficient resources1048697Too much works(systems manpower etc) is necessary to provide appropriate services through e-government1048697How to mitigate efficient use of resources give priorities to individual programsprojects select and concentration strategies to the programs with the biggest impacts and utilities 1048697Lack of ITA(IT architecture)1048697Each agency adopts unique system andor SW that does not match with each other1048697How to mitigate standardization introduce common systems from the central government etc

bull Five stages1048697emerging rarrenhanced rarrinteractive rarrtransactional rarrseamless1048697Online information provision rarrbasic infra rarrservice provision rarrtransactions rarrintegrated services1048697Websites rarrunilateral information provision rarrinteractive information provision rarronline services managed rarrintegrated online services available

bull A new model for e-government reflecting balanced development of all aspects1048697Three aspects to be considered1048697E-democracy Open information rarre-community rarronline participation rarre-Governance 1048697Services Providing information rarronline services rarrone-stop portal rarrzero-stop CRM1048697Productivity DB rarronline process rarrback-office reengineering rarrorganizational transformation

bull Key elements of e-government development strategies1048697Strong leadership top-level leadership commitment and those at the organizational levels 1048697Develop and reconfigure current work flow1048697Progressively implement tasks according to priority1048697Evaluate system usability economic benefits and aftermath effects and implement further development plans as required1048697Reengineer the current off-line based operating procedures in all government activities to fit the online environment1048697Construct an integrated information resources environment1048697Seek out and apply good examples1048697Make a continuous effort to get rid of digital divides1048697Best strategies1048697No uniform answer1048697E-government is not a simple application of IT upon the existing government1048697Building e-government is just another beginning

bull KISS (wwwimmigrationgokr)bull 1048697Korea Immigration Smart Servicebull 1048697Received Public Service Award from the UN 2007bull 1048697Average waiting time decreased 60bull 1048697Inboundbull 1048697Before 20 minutes for Koreans 43 minutes for foreignersbull 1048697After 8 minutes for Koreans 17 minutes for foreignersbull 1048697Outboundbull 1048697Before 17 minutesbull 1048697After 7 minutesbull 1048697Home Tax Service (wwwhometaxgokr)bull 1048697Non-stop service for taxationbull 1048697e-filing e-Notification e-Payment and e-Issuance of certificatesbull 1048697Reduce costsbull 1048697Direct cost 460 billion won annuallybull 1048697Efficient and transparent tax administration contribute to reduce related administrative costs

bull UNI-PASS (wwwcustomsgokr)bull 1048697Customs clearance service anytime anywherebull 1048697Provide the fastest service among 171 member countries

in WCO (World Customs Organization)bull 1048697Performancebull 1048697Import from 2 or more days to 15 hoursbull 1048697Export from 1 or more days to 15 hoursbull 1048697Customs refund from 2 or more days to 52 hoursbull 1048697Customs payment from 4 or more days to 10 minutes

bull KIPOnet (wwwkipogokr)bull 1048697Ubiquitous IPR management systembull 1048697247 service availablebull 1048697Online application inquirybull 1048697Show the application processes and issue notice onlinebull 1048697Online issuance of various certificatesbull 1048697First introduce home-working among governmentbull 1048697KONEPS (wwwg2bgokr)bull 1048697E-commerce of government procurementbull 104869736000 agencies 170000 firms use KONEPSbull 1048697180000 visit everydaybull 104869744000 trillion won in 2006bull 104869727000 trillion contracted in e-commercebull 1048697UNCEFACT standard (March 20050 Global IT Excellence Award (May 2006) e-Asia Award (Aug

2007)

bull DART (wwwfscgokr)bull 1048697Data analysis retrieval and transfer systembull 1048697Fast and convenient access to huge business and finance

databases using ITbull 1048697305 million inquiries in 2006bull 1048697POSTNET (wwwkoreapostgokr)bull 1048697Web-based post service systembull 1048697Allow integrated services of all post office related services

including internet shopping using PDA GISGPS and so onbull 1048697400000 visitors everydaybull 1048697Exported to 15 countries including UK US Taiwan and India

bull G4C (wwwegovgokr) bull A web-based government portal for citizens1048697Allow multichannel access to

government services1048697Fast and convenient services1048697Introduce how inquires are managed (5100 kinds)1048697Review public document online (25 kinds)1048697Issue public certificate online (32 kinds)1048697Various applications (about 720 kinds1048697

bull Metropolitan Government of the City of Seoul1048697E-Government portal bus lines map service OPEN system hi-Seoul news citizen internet classroom usersrsquoguide and reservation services land information service micro-dust information online tax system etc1048697

bull Lower level local government cases of Kangnam-gu Office1048697Internet broadcasting1048697Lecture for university entrance examination additional lecture services for K-12 students area news etc1048697CCTV system in preventing urban crimes1048697Online Kindergarten watch system parents can see how their kidsare doing through internet21Sung

E-readiness of government

the preparedness of a country for adopting e-government can be assessed broadly around

the above areas and parameters

before a country embarks on a journey towards adoption of e-government it has to assess its

state of lsquoe-readinessrsquo

When government is e-ready

An e-ready society is one that has mdash the necessary physical infrastructure (high bandwidth

reliability and affordable prices) mdash integrated current ICTs throughout businesses (e-

commerce local ICT sector) communities (local content many organizations online ICTs used in everyday life ICTs taught in schools) and the government (e-government)

mdash strong telecommunications competition independent regulation with a commitment to universal access

mdash and no limits on trade or foreign investment

E-government in details

ndash The transformation of public sector internal and external relationships through net-enabled operations IT and communications

ndash In order to improvebull Government service deliverybull Constituency participationbull Internal government operations

From Bureaucratic raquo

From Fragmented raquo

From authoritarian raquo

From closed raquo

Intuitionguess work raquo

Manual Operation raquo

Manual Data storage raquo

Citizen Centric

Integrated

Transformation in Government

Transparent

Informed decision making

Service Oriented Participatory

Automated operation

Electronic Media for data storage

E-government principles1 Citizen-oriented Government should be at the disposal of the people

and not the other way around2 Convenience through efficiency Online procedures should make life

simpler and more convenient no need to show up in person no closing times no waiting in line or being sent back and forth between offices

3 Trust and security Citizens have to be able to trust electronic public authorities as much as they do the traditional ones

4 Transparency New technical advancements are only successful and accepted when all those affected by them are involved in the development process and they are carried out in a transparent fashion

5 Accessibility Public authority services must be accessible to everyone without discrimination

E-government principles (continued)6 Usability The range of electronic services offered must be organized in

an easily comprehensible clear and straightforward manner7 Data security Data protection is a right that is highly prized in society

Citizens place much value on the protection of their privacy8 Cooperation e-government functions best when all levels of

government work seamlessly together from the smallest local authority up to federal minis

9 Sustainability e-government has a modular structure which allows new components to be integrated immediately into the system to keep up with the latest technology tries

10 Interoperability Diverse types of systems need to be able to communicate with each another

11 Technological neutrality The speed with which systems solutions and devices are developed in the information and communication branch is faster than in any other area

Characteristics of e-government

ndash Use information communication infrastructurendash Efficiencyndash Transparencyndash Customer-orientation ndash Responsiveness ndash Participationndash Knowledge-based government

E-Government -Sectoral Focus

bull e-Health bull e-Educationbull e-Municipal works and Local Governmentbull e-Personnel citizens

27

Four dimensions of e-government bull E-services - the electronic delivery of government information programs

and services often (but not exclusively) over the Internetbull E-management - the use of information technology to improve the

management of government from streamlining business processes to improving the flow of information within government offices

bull E-democracy - the use of electronic communication vehicles such as e-mail and the Internet to increase citizen participation in the public decision-making process

bull E-commerce - the exchange of money for goods and services over the Internet such as citizens paying taxes and utility bills renewing vehicle registrations and paying for recreation programs or government buying office supplies and auctioning surplus equipment

The Four Stages of E-Government

Presence (Content)InteractionTransactionTransformation ndash relationship between

government and citizens will change fundamentally in positive ways producing more citizen-centric and responsive government and increasing citizen trust in government dramatically

Electronic interactions in communities

Delivery models of e-government servicesbull Government-to-government (G2G)

ndash This represents the backbone of e-government It involves sharing data and conducting electronic exchanges between governmental departments rather than being focused on the specific agency or agencies responsible for administering programs and policies

bull Government-to-business (G2B)ndash It includes both the sale of surplus government goods to the public as well as

the procurement of goods and services It aims to more effectively work with the private sector because of the high enthusiasm of this private sector and the potential for reducing costs through improved procurement practices and increased competition

bull Government-to-citizen (G2C) ndash This provides opportunities for greater citizen access to and interaction with

the government This is what some observers perceive to be the primary goal of e-government

32

E-governments interactions

Interaction levels in e-government

1 Information Making information available online for example on the Website of a public authority

2 Communication The ability to interactively access and exchange information

3 Transactions Carrying out services including signing application forms and delivering official documents and notifications electronically

Features of types of e-government

bull G2C Use the web for accessing services such as benefits loans recreational sites andor educational material etc Key lines of business social services recreation and natural resources grants and loans taxes etc

bull G2B Reduce burden on business by adopting process that enable collecting data once for multiple uses and streaming redundant data Key lines of business regulation economic development trade permitslicenses grantsloans asset management etc

bull G2G1048697Share and integrate all the data and documents at all different levels of governments such as federal state and local1048697Key lines of business economic development recreation and natural resources public safety law enforcement disaster response management grantsloans etc1048697Internal effectiveness and efficiency1048697Adopt commercial best practices in government operation reduce costs while increase outputs etc1048697Key lines of business supply chain management in government operations human resource management financial optimization etc

Types of E-Government (with examples)

bull BARRIERS AND OBSTACLES1048697Stakeholder resistance1048697Resistance from those who are benefitted most before e-government is introduced1048697How to mitigate mobilize the high level of political commitment persuade congressional leadership use incentives invite competition among agencies by linking the performance evaluation and incentives etc1048697Lack of trust1048697People do not trust the authenticity of electronically transferred data and documents1048697How to mitigate incorporate every possible security and safety measures in all business lines1048697Insufficient resources1048697Too much works(systems manpower etc) is necessary to provide appropriate services through e-government1048697How to mitigate efficient use of resources give priorities to individual programsprojects select and concentration strategies to the programs with the biggest impacts and utilities 1048697Lack of ITA(IT architecture)1048697Each agency adopts unique system andor SW that does not match with each other1048697How to mitigate standardization introduce common systems from the central government etc

bull Five stages1048697emerging rarrenhanced rarrinteractive rarrtransactional rarrseamless1048697Online information provision rarrbasic infra rarrservice provision rarrtransactions rarrintegrated services1048697Websites rarrunilateral information provision rarrinteractive information provision rarronline services managed rarrintegrated online services available

bull A new model for e-government reflecting balanced development of all aspects1048697Three aspects to be considered1048697E-democracy Open information rarre-community rarronline participation rarre-Governance 1048697Services Providing information rarronline services rarrone-stop portal rarrzero-stop CRM1048697Productivity DB rarronline process rarrback-office reengineering rarrorganizational transformation

bull Key elements of e-government development strategies1048697Strong leadership top-level leadership commitment and those at the organizational levels 1048697Develop and reconfigure current work flow1048697Progressively implement tasks according to priority1048697Evaluate system usability economic benefits and aftermath effects and implement further development plans as required1048697Reengineer the current off-line based operating procedures in all government activities to fit the online environment1048697Construct an integrated information resources environment1048697Seek out and apply good examples1048697Make a continuous effort to get rid of digital divides1048697Best strategies1048697No uniform answer1048697E-government is not a simple application of IT upon the existing government1048697Building e-government is just another beginning

bull KISS (wwwimmigrationgokr)bull 1048697Korea Immigration Smart Servicebull 1048697Received Public Service Award from the UN 2007bull 1048697Average waiting time decreased 60bull 1048697Inboundbull 1048697Before 20 minutes for Koreans 43 minutes for foreignersbull 1048697After 8 minutes for Koreans 17 minutes for foreignersbull 1048697Outboundbull 1048697Before 17 minutesbull 1048697After 7 minutesbull 1048697Home Tax Service (wwwhometaxgokr)bull 1048697Non-stop service for taxationbull 1048697e-filing e-Notification e-Payment and e-Issuance of certificatesbull 1048697Reduce costsbull 1048697Direct cost 460 billion won annuallybull 1048697Efficient and transparent tax administration contribute to reduce related administrative costs

bull UNI-PASS (wwwcustomsgokr)bull 1048697Customs clearance service anytime anywherebull 1048697Provide the fastest service among 171 member countries

in WCO (World Customs Organization)bull 1048697Performancebull 1048697Import from 2 or more days to 15 hoursbull 1048697Export from 1 or more days to 15 hoursbull 1048697Customs refund from 2 or more days to 52 hoursbull 1048697Customs payment from 4 or more days to 10 minutes

bull KIPOnet (wwwkipogokr)bull 1048697Ubiquitous IPR management systembull 1048697247 service availablebull 1048697Online application inquirybull 1048697Show the application processes and issue notice onlinebull 1048697Online issuance of various certificatesbull 1048697First introduce home-working among governmentbull 1048697KONEPS (wwwg2bgokr)bull 1048697E-commerce of government procurementbull 104869736000 agencies 170000 firms use KONEPSbull 1048697180000 visit everydaybull 104869744000 trillion won in 2006bull 104869727000 trillion contracted in e-commercebull 1048697UNCEFACT standard (March 20050 Global IT Excellence Award (May 2006) e-Asia Award (Aug

2007)

bull DART (wwwfscgokr)bull 1048697Data analysis retrieval and transfer systembull 1048697Fast and convenient access to huge business and finance

databases using ITbull 1048697305 million inquiries in 2006bull 1048697POSTNET (wwwkoreapostgokr)bull 1048697Web-based post service systembull 1048697Allow integrated services of all post office related services

including internet shopping using PDA GISGPS and so onbull 1048697400000 visitors everydaybull 1048697Exported to 15 countries including UK US Taiwan and India

bull G4C (wwwegovgokr) bull A web-based government portal for citizens1048697Allow multichannel access to

government services1048697Fast and convenient services1048697Introduce how inquires are managed (5100 kinds)1048697Review public document online (25 kinds)1048697Issue public certificate online (32 kinds)1048697Various applications (about 720 kinds1048697

bull Metropolitan Government of the City of Seoul1048697E-Government portal bus lines map service OPEN system hi-Seoul news citizen internet classroom usersrsquoguide and reservation services land information service micro-dust information online tax system etc1048697

bull Lower level local government cases of Kangnam-gu Office1048697Internet broadcasting1048697Lecture for university entrance examination additional lecture services for K-12 students area news etc1048697CCTV system in preventing urban crimes1048697Online Kindergarten watch system parents can see how their kidsare doing through internet21Sung

When government is e-ready

An e-ready society is one that has mdash the necessary physical infrastructure (high bandwidth

reliability and affordable prices) mdash integrated current ICTs throughout businesses (e-

commerce local ICT sector) communities (local content many organizations online ICTs used in everyday life ICTs taught in schools) and the government (e-government)

mdash strong telecommunications competition independent regulation with a commitment to universal access

mdash and no limits on trade or foreign investment

E-government in details

ndash The transformation of public sector internal and external relationships through net-enabled operations IT and communications

ndash In order to improvebull Government service deliverybull Constituency participationbull Internal government operations

From Bureaucratic raquo

From Fragmented raquo

From authoritarian raquo

From closed raquo

Intuitionguess work raquo

Manual Operation raquo

Manual Data storage raquo

Citizen Centric

Integrated

Transformation in Government

Transparent

Informed decision making

Service Oriented Participatory

Automated operation

Electronic Media for data storage

E-government principles1 Citizen-oriented Government should be at the disposal of the people

and not the other way around2 Convenience through efficiency Online procedures should make life

simpler and more convenient no need to show up in person no closing times no waiting in line or being sent back and forth between offices

3 Trust and security Citizens have to be able to trust electronic public authorities as much as they do the traditional ones

4 Transparency New technical advancements are only successful and accepted when all those affected by them are involved in the development process and they are carried out in a transparent fashion

5 Accessibility Public authority services must be accessible to everyone without discrimination

E-government principles (continued)6 Usability The range of electronic services offered must be organized in

an easily comprehensible clear and straightforward manner7 Data security Data protection is a right that is highly prized in society

Citizens place much value on the protection of their privacy8 Cooperation e-government functions best when all levels of

government work seamlessly together from the smallest local authority up to federal minis

9 Sustainability e-government has a modular structure which allows new components to be integrated immediately into the system to keep up with the latest technology tries

10 Interoperability Diverse types of systems need to be able to communicate with each another

11 Technological neutrality The speed with which systems solutions and devices are developed in the information and communication branch is faster than in any other area

Characteristics of e-government

ndash Use information communication infrastructurendash Efficiencyndash Transparencyndash Customer-orientation ndash Responsiveness ndash Participationndash Knowledge-based government

E-Government -Sectoral Focus

bull e-Health bull e-Educationbull e-Municipal works and Local Governmentbull e-Personnel citizens

27

Four dimensions of e-government bull E-services - the electronic delivery of government information programs

and services often (but not exclusively) over the Internetbull E-management - the use of information technology to improve the

management of government from streamlining business processes to improving the flow of information within government offices

bull E-democracy - the use of electronic communication vehicles such as e-mail and the Internet to increase citizen participation in the public decision-making process

bull E-commerce - the exchange of money for goods and services over the Internet such as citizens paying taxes and utility bills renewing vehicle registrations and paying for recreation programs or government buying office supplies and auctioning surplus equipment

The Four Stages of E-Government

Presence (Content)InteractionTransactionTransformation ndash relationship between

government and citizens will change fundamentally in positive ways producing more citizen-centric and responsive government and increasing citizen trust in government dramatically

Electronic interactions in communities

Delivery models of e-government servicesbull Government-to-government (G2G)

ndash This represents the backbone of e-government It involves sharing data and conducting electronic exchanges between governmental departments rather than being focused on the specific agency or agencies responsible for administering programs and policies

bull Government-to-business (G2B)ndash It includes both the sale of surplus government goods to the public as well as

the procurement of goods and services It aims to more effectively work with the private sector because of the high enthusiasm of this private sector and the potential for reducing costs through improved procurement practices and increased competition

bull Government-to-citizen (G2C) ndash This provides opportunities for greater citizen access to and interaction with

the government This is what some observers perceive to be the primary goal of e-government

32

E-governments interactions

Interaction levels in e-government

1 Information Making information available online for example on the Website of a public authority

2 Communication The ability to interactively access and exchange information

3 Transactions Carrying out services including signing application forms and delivering official documents and notifications electronically

Features of types of e-government

bull G2C Use the web for accessing services such as benefits loans recreational sites andor educational material etc Key lines of business social services recreation and natural resources grants and loans taxes etc

bull G2B Reduce burden on business by adopting process that enable collecting data once for multiple uses and streaming redundant data Key lines of business regulation economic development trade permitslicenses grantsloans asset management etc

bull G2G1048697Share and integrate all the data and documents at all different levels of governments such as federal state and local1048697Key lines of business economic development recreation and natural resources public safety law enforcement disaster response management grantsloans etc1048697Internal effectiveness and efficiency1048697Adopt commercial best practices in government operation reduce costs while increase outputs etc1048697Key lines of business supply chain management in government operations human resource management financial optimization etc

Types of E-Government (with examples)

bull BARRIERS AND OBSTACLES1048697Stakeholder resistance1048697Resistance from those who are benefitted most before e-government is introduced1048697How to mitigate mobilize the high level of political commitment persuade congressional leadership use incentives invite competition among agencies by linking the performance evaluation and incentives etc1048697Lack of trust1048697People do not trust the authenticity of electronically transferred data and documents1048697How to mitigate incorporate every possible security and safety measures in all business lines1048697Insufficient resources1048697Too much works(systems manpower etc) is necessary to provide appropriate services through e-government1048697How to mitigate efficient use of resources give priorities to individual programsprojects select and concentration strategies to the programs with the biggest impacts and utilities 1048697Lack of ITA(IT architecture)1048697Each agency adopts unique system andor SW that does not match with each other1048697How to mitigate standardization introduce common systems from the central government etc

bull Five stages1048697emerging rarrenhanced rarrinteractive rarrtransactional rarrseamless1048697Online information provision rarrbasic infra rarrservice provision rarrtransactions rarrintegrated services1048697Websites rarrunilateral information provision rarrinteractive information provision rarronline services managed rarrintegrated online services available

bull A new model for e-government reflecting balanced development of all aspects1048697Three aspects to be considered1048697E-democracy Open information rarre-community rarronline participation rarre-Governance 1048697Services Providing information rarronline services rarrone-stop portal rarrzero-stop CRM1048697Productivity DB rarronline process rarrback-office reengineering rarrorganizational transformation

bull Key elements of e-government development strategies1048697Strong leadership top-level leadership commitment and those at the organizational levels 1048697Develop and reconfigure current work flow1048697Progressively implement tasks according to priority1048697Evaluate system usability economic benefits and aftermath effects and implement further development plans as required1048697Reengineer the current off-line based operating procedures in all government activities to fit the online environment1048697Construct an integrated information resources environment1048697Seek out and apply good examples1048697Make a continuous effort to get rid of digital divides1048697Best strategies1048697No uniform answer1048697E-government is not a simple application of IT upon the existing government1048697Building e-government is just another beginning

bull KISS (wwwimmigrationgokr)bull 1048697Korea Immigration Smart Servicebull 1048697Received Public Service Award from the UN 2007bull 1048697Average waiting time decreased 60bull 1048697Inboundbull 1048697Before 20 minutes for Koreans 43 minutes for foreignersbull 1048697After 8 minutes for Koreans 17 minutes for foreignersbull 1048697Outboundbull 1048697Before 17 minutesbull 1048697After 7 minutesbull 1048697Home Tax Service (wwwhometaxgokr)bull 1048697Non-stop service for taxationbull 1048697e-filing e-Notification e-Payment and e-Issuance of certificatesbull 1048697Reduce costsbull 1048697Direct cost 460 billion won annuallybull 1048697Efficient and transparent tax administration contribute to reduce related administrative costs

bull UNI-PASS (wwwcustomsgokr)bull 1048697Customs clearance service anytime anywherebull 1048697Provide the fastest service among 171 member countries

in WCO (World Customs Organization)bull 1048697Performancebull 1048697Import from 2 or more days to 15 hoursbull 1048697Export from 1 or more days to 15 hoursbull 1048697Customs refund from 2 or more days to 52 hoursbull 1048697Customs payment from 4 or more days to 10 minutes

bull KIPOnet (wwwkipogokr)bull 1048697Ubiquitous IPR management systembull 1048697247 service availablebull 1048697Online application inquirybull 1048697Show the application processes and issue notice onlinebull 1048697Online issuance of various certificatesbull 1048697First introduce home-working among governmentbull 1048697KONEPS (wwwg2bgokr)bull 1048697E-commerce of government procurementbull 104869736000 agencies 170000 firms use KONEPSbull 1048697180000 visit everydaybull 104869744000 trillion won in 2006bull 104869727000 trillion contracted in e-commercebull 1048697UNCEFACT standard (March 20050 Global IT Excellence Award (May 2006) e-Asia Award (Aug

2007)

bull DART (wwwfscgokr)bull 1048697Data analysis retrieval and transfer systembull 1048697Fast and convenient access to huge business and finance

databases using ITbull 1048697305 million inquiries in 2006bull 1048697POSTNET (wwwkoreapostgokr)bull 1048697Web-based post service systembull 1048697Allow integrated services of all post office related services

including internet shopping using PDA GISGPS and so onbull 1048697400000 visitors everydaybull 1048697Exported to 15 countries including UK US Taiwan and India

bull G4C (wwwegovgokr) bull A web-based government portal for citizens1048697Allow multichannel access to

government services1048697Fast and convenient services1048697Introduce how inquires are managed (5100 kinds)1048697Review public document online (25 kinds)1048697Issue public certificate online (32 kinds)1048697Various applications (about 720 kinds1048697

bull Metropolitan Government of the City of Seoul1048697E-Government portal bus lines map service OPEN system hi-Seoul news citizen internet classroom usersrsquoguide and reservation services land information service micro-dust information online tax system etc1048697

bull Lower level local government cases of Kangnam-gu Office1048697Internet broadcasting1048697Lecture for university entrance examination additional lecture services for K-12 students area news etc1048697CCTV system in preventing urban crimes1048697Online Kindergarten watch system parents can see how their kidsare doing through internet21Sung

E-government in details

ndash The transformation of public sector internal and external relationships through net-enabled operations IT and communications

ndash In order to improvebull Government service deliverybull Constituency participationbull Internal government operations

From Bureaucratic raquo

From Fragmented raquo

From authoritarian raquo

From closed raquo

Intuitionguess work raquo

Manual Operation raquo

Manual Data storage raquo

Citizen Centric

Integrated

Transformation in Government

Transparent

Informed decision making

Service Oriented Participatory

Automated operation

Electronic Media for data storage

E-government principles1 Citizen-oriented Government should be at the disposal of the people

and not the other way around2 Convenience through efficiency Online procedures should make life

simpler and more convenient no need to show up in person no closing times no waiting in line or being sent back and forth between offices

3 Trust and security Citizens have to be able to trust electronic public authorities as much as they do the traditional ones

4 Transparency New technical advancements are only successful and accepted when all those affected by them are involved in the development process and they are carried out in a transparent fashion

5 Accessibility Public authority services must be accessible to everyone without discrimination

E-government principles (continued)6 Usability The range of electronic services offered must be organized in

an easily comprehensible clear and straightforward manner7 Data security Data protection is a right that is highly prized in society

Citizens place much value on the protection of their privacy8 Cooperation e-government functions best when all levels of

government work seamlessly together from the smallest local authority up to federal minis

9 Sustainability e-government has a modular structure which allows new components to be integrated immediately into the system to keep up with the latest technology tries

10 Interoperability Diverse types of systems need to be able to communicate with each another

11 Technological neutrality The speed with which systems solutions and devices are developed in the information and communication branch is faster than in any other area

Characteristics of e-government

ndash Use information communication infrastructurendash Efficiencyndash Transparencyndash Customer-orientation ndash Responsiveness ndash Participationndash Knowledge-based government

E-Government -Sectoral Focus

bull e-Health bull e-Educationbull e-Municipal works and Local Governmentbull e-Personnel citizens

27

Four dimensions of e-government bull E-services - the electronic delivery of government information programs

and services often (but not exclusively) over the Internetbull E-management - the use of information technology to improve the

management of government from streamlining business processes to improving the flow of information within government offices

bull E-democracy - the use of electronic communication vehicles such as e-mail and the Internet to increase citizen participation in the public decision-making process

bull E-commerce - the exchange of money for goods and services over the Internet such as citizens paying taxes and utility bills renewing vehicle registrations and paying for recreation programs or government buying office supplies and auctioning surplus equipment

The Four Stages of E-Government

Presence (Content)InteractionTransactionTransformation ndash relationship between

government and citizens will change fundamentally in positive ways producing more citizen-centric and responsive government and increasing citizen trust in government dramatically

Electronic interactions in communities

Delivery models of e-government servicesbull Government-to-government (G2G)

ndash This represents the backbone of e-government It involves sharing data and conducting electronic exchanges between governmental departments rather than being focused on the specific agency or agencies responsible for administering programs and policies

bull Government-to-business (G2B)ndash It includes both the sale of surplus government goods to the public as well as

the procurement of goods and services It aims to more effectively work with the private sector because of the high enthusiasm of this private sector and the potential for reducing costs through improved procurement practices and increased competition

bull Government-to-citizen (G2C) ndash This provides opportunities for greater citizen access to and interaction with

the government This is what some observers perceive to be the primary goal of e-government

32

E-governments interactions

Interaction levels in e-government

1 Information Making information available online for example on the Website of a public authority

2 Communication The ability to interactively access and exchange information

3 Transactions Carrying out services including signing application forms and delivering official documents and notifications electronically

Features of types of e-government

bull G2C Use the web for accessing services such as benefits loans recreational sites andor educational material etc Key lines of business social services recreation and natural resources grants and loans taxes etc

bull G2B Reduce burden on business by adopting process that enable collecting data once for multiple uses and streaming redundant data Key lines of business regulation economic development trade permitslicenses grantsloans asset management etc

bull G2G1048697Share and integrate all the data and documents at all different levels of governments such as federal state and local1048697Key lines of business economic development recreation and natural resources public safety law enforcement disaster response management grantsloans etc1048697Internal effectiveness and efficiency1048697Adopt commercial best practices in government operation reduce costs while increase outputs etc1048697Key lines of business supply chain management in government operations human resource management financial optimization etc

Types of E-Government (with examples)

bull BARRIERS AND OBSTACLES1048697Stakeholder resistance1048697Resistance from those who are benefitted most before e-government is introduced1048697How to mitigate mobilize the high level of political commitment persuade congressional leadership use incentives invite competition among agencies by linking the performance evaluation and incentives etc1048697Lack of trust1048697People do not trust the authenticity of electronically transferred data and documents1048697How to mitigate incorporate every possible security and safety measures in all business lines1048697Insufficient resources1048697Too much works(systems manpower etc) is necessary to provide appropriate services through e-government1048697How to mitigate efficient use of resources give priorities to individual programsprojects select and concentration strategies to the programs with the biggest impacts and utilities 1048697Lack of ITA(IT architecture)1048697Each agency adopts unique system andor SW that does not match with each other1048697How to mitigate standardization introduce common systems from the central government etc

bull Five stages1048697emerging rarrenhanced rarrinteractive rarrtransactional rarrseamless1048697Online information provision rarrbasic infra rarrservice provision rarrtransactions rarrintegrated services1048697Websites rarrunilateral information provision rarrinteractive information provision rarronline services managed rarrintegrated online services available

bull A new model for e-government reflecting balanced development of all aspects1048697Three aspects to be considered1048697E-democracy Open information rarre-community rarronline participation rarre-Governance 1048697Services Providing information rarronline services rarrone-stop portal rarrzero-stop CRM1048697Productivity DB rarronline process rarrback-office reengineering rarrorganizational transformation

bull Key elements of e-government development strategies1048697Strong leadership top-level leadership commitment and those at the organizational levels 1048697Develop and reconfigure current work flow1048697Progressively implement tasks according to priority1048697Evaluate system usability economic benefits and aftermath effects and implement further development plans as required1048697Reengineer the current off-line based operating procedures in all government activities to fit the online environment1048697Construct an integrated information resources environment1048697Seek out and apply good examples1048697Make a continuous effort to get rid of digital divides1048697Best strategies1048697No uniform answer1048697E-government is not a simple application of IT upon the existing government1048697Building e-government is just another beginning

bull KISS (wwwimmigrationgokr)bull 1048697Korea Immigration Smart Servicebull 1048697Received Public Service Award from the UN 2007bull 1048697Average waiting time decreased 60bull 1048697Inboundbull 1048697Before 20 minutes for Koreans 43 minutes for foreignersbull 1048697After 8 minutes for Koreans 17 minutes for foreignersbull 1048697Outboundbull 1048697Before 17 minutesbull 1048697After 7 minutesbull 1048697Home Tax Service (wwwhometaxgokr)bull 1048697Non-stop service for taxationbull 1048697e-filing e-Notification e-Payment and e-Issuance of certificatesbull 1048697Reduce costsbull 1048697Direct cost 460 billion won annuallybull 1048697Efficient and transparent tax administration contribute to reduce related administrative costs

bull UNI-PASS (wwwcustomsgokr)bull 1048697Customs clearance service anytime anywherebull 1048697Provide the fastest service among 171 member countries

in WCO (World Customs Organization)bull 1048697Performancebull 1048697Import from 2 or more days to 15 hoursbull 1048697Export from 1 or more days to 15 hoursbull 1048697Customs refund from 2 or more days to 52 hoursbull 1048697Customs payment from 4 or more days to 10 minutes

bull KIPOnet (wwwkipogokr)bull 1048697Ubiquitous IPR management systembull 1048697247 service availablebull 1048697Online application inquirybull 1048697Show the application processes and issue notice onlinebull 1048697Online issuance of various certificatesbull 1048697First introduce home-working among governmentbull 1048697KONEPS (wwwg2bgokr)bull 1048697E-commerce of government procurementbull 104869736000 agencies 170000 firms use KONEPSbull 1048697180000 visit everydaybull 104869744000 trillion won in 2006bull 104869727000 trillion contracted in e-commercebull 1048697UNCEFACT standard (March 20050 Global IT Excellence Award (May 2006) e-Asia Award (Aug

2007)

bull DART (wwwfscgokr)bull 1048697Data analysis retrieval and transfer systembull 1048697Fast and convenient access to huge business and finance

databases using ITbull 1048697305 million inquiries in 2006bull 1048697POSTNET (wwwkoreapostgokr)bull 1048697Web-based post service systembull 1048697Allow integrated services of all post office related services

including internet shopping using PDA GISGPS and so onbull 1048697400000 visitors everydaybull 1048697Exported to 15 countries including UK US Taiwan and India

bull G4C (wwwegovgokr) bull A web-based government portal for citizens1048697Allow multichannel access to

government services1048697Fast and convenient services1048697Introduce how inquires are managed (5100 kinds)1048697Review public document online (25 kinds)1048697Issue public certificate online (32 kinds)1048697Various applications (about 720 kinds1048697

bull Metropolitan Government of the City of Seoul1048697E-Government portal bus lines map service OPEN system hi-Seoul news citizen internet classroom usersrsquoguide and reservation services land information service micro-dust information online tax system etc1048697

bull Lower level local government cases of Kangnam-gu Office1048697Internet broadcasting1048697Lecture for university entrance examination additional lecture services for K-12 students area news etc1048697CCTV system in preventing urban crimes1048697Online Kindergarten watch system parents can see how their kidsare doing through internet21Sung

From Bureaucratic raquo

From Fragmented raquo

From authoritarian raquo

From closed raquo

Intuitionguess work raquo

Manual Operation raquo

Manual Data storage raquo

Citizen Centric

Integrated

Transformation in Government

Transparent

Informed decision making

Service Oriented Participatory

Automated operation

Electronic Media for data storage

E-government principles1 Citizen-oriented Government should be at the disposal of the people

and not the other way around2 Convenience through efficiency Online procedures should make life

simpler and more convenient no need to show up in person no closing times no waiting in line or being sent back and forth between offices

3 Trust and security Citizens have to be able to trust electronic public authorities as much as they do the traditional ones

4 Transparency New technical advancements are only successful and accepted when all those affected by them are involved in the development process and they are carried out in a transparent fashion

5 Accessibility Public authority services must be accessible to everyone without discrimination

E-government principles (continued)6 Usability The range of electronic services offered must be organized in

an easily comprehensible clear and straightforward manner7 Data security Data protection is a right that is highly prized in society

Citizens place much value on the protection of their privacy8 Cooperation e-government functions best when all levels of

government work seamlessly together from the smallest local authority up to federal minis

9 Sustainability e-government has a modular structure which allows new components to be integrated immediately into the system to keep up with the latest technology tries

10 Interoperability Diverse types of systems need to be able to communicate with each another

11 Technological neutrality The speed with which systems solutions and devices are developed in the information and communication branch is faster than in any other area

Characteristics of e-government

ndash Use information communication infrastructurendash Efficiencyndash Transparencyndash Customer-orientation ndash Responsiveness ndash Participationndash Knowledge-based government

E-Government -Sectoral Focus

bull e-Health bull e-Educationbull e-Municipal works and Local Governmentbull e-Personnel citizens

27

Four dimensions of e-government bull E-services - the electronic delivery of government information programs

and services often (but not exclusively) over the Internetbull E-management - the use of information technology to improve the

management of government from streamlining business processes to improving the flow of information within government offices

bull E-democracy - the use of electronic communication vehicles such as e-mail and the Internet to increase citizen participation in the public decision-making process

bull E-commerce - the exchange of money for goods and services over the Internet such as citizens paying taxes and utility bills renewing vehicle registrations and paying for recreation programs or government buying office supplies and auctioning surplus equipment

The Four Stages of E-Government

Presence (Content)InteractionTransactionTransformation ndash relationship between

government and citizens will change fundamentally in positive ways producing more citizen-centric and responsive government and increasing citizen trust in government dramatically

Electronic interactions in communities

Delivery models of e-government servicesbull Government-to-government (G2G)

ndash This represents the backbone of e-government It involves sharing data and conducting electronic exchanges between governmental departments rather than being focused on the specific agency or agencies responsible for administering programs and policies

bull Government-to-business (G2B)ndash It includes both the sale of surplus government goods to the public as well as

the procurement of goods and services It aims to more effectively work with the private sector because of the high enthusiasm of this private sector and the potential for reducing costs through improved procurement practices and increased competition

bull Government-to-citizen (G2C) ndash This provides opportunities for greater citizen access to and interaction with

the government This is what some observers perceive to be the primary goal of e-government

32

E-governments interactions

Interaction levels in e-government

1 Information Making information available online for example on the Website of a public authority

2 Communication The ability to interactively access and exchange information

3 Transactions Carrying out services including signing application forms and delivering official documents and notifications electronically

Features of types of e-government

bull G2C Use the web for accessing services such as benefits loans recreational sites andor educational material etc Key lines of business social services recreation and natural resources grants and loans taxes etc

bull G2B Reduce burden on business by adopting process that enable collecting data once for multiple uses and streaming redundant data Key lines of business regulation economic development trade permitslicenses grantsloans asset management etc

bull G2G1048697Share and integrate all the data and documents at all different levels of governments such as federal state and local1048697Key lines of business economic development recreation and natural resources public safety law enforcement disaster response management grantsloans etc1048697Internal effectiveness and efficiency1048697Adopt commercial best practices in government operation reduce costs while increase outputs etc1048697Key lines of business supply chain management in government operations human resource management financial optimization etc

Types of E-Government (with examples)

bull BARRIERS AND OBSTACLES1048697Stakeholder resistance1048697Resistance from those who are benefitted most before e-government is introduced1048697How to mitigate mobilize the high level of political commitment persuade congressional leadership use incentives invite competition among agencies by linking the performance evaluation and incentives etc1048697Lack of trust1048697People do not trust the authenticity of electronically transferred data and documents1048697How to mitigate incorporate every possible security and safety measures in all business lines1048697Insufficient resources1048697Too much works(systems manpower etc) is necessary to provide appropriate services through e-government1048697How to mitigate efficient use of resources give priorities to individual programsprojects select and concentration strategies to the programs with the biggest impacts and utilities 1048697Lack of ITA(IT architecture)1048697Each agency adopts unique system andor SW that does not match with each other1048697How to mitigate standardization introduce common systems from the central government etc

bull Five stages1048697emerging rarrenhanced rarrinteractive rarrtransactional rarrseamless1048697Online information provision rarrbasic infra rarrservice provision rarrtransactions rarrintegrated services1048697Websites rarrunilateral information provision rarrinteractive information provision rarronline services managed rarrintegrated online services available

bull A new model for e-government reflecting balanced development of all aspects1048697Three aspects to be considered1048697E-democracy Open information rarre-community rarronline participation rarre-Governance 1048697Services Providing information rarronline services rarrone-stop portal rarrzero-stop CRM1048697Productivity DB rarronline process rarrback-office reengineering rarrorganizational transformation

bull Key elements of e-government development strategies1048697Strong leadership top-level leadership commitment and those at the organizational levels 1048697Develop and reconfigure current work flow1048697Progressively implement tasks according to priority1048697Evaluate system usability economic benefits and aftermath effects and implement further development plans as required1048697Reengineer the current off-line based operating procedures in all government activities to fit the online environment1048697Construct an integrated information resources environment1048697Seek out and apply good examples1048697Make a continuous effort to get rid of digital divides1048697Best strategies1048697No uniform answer1048697E-government is not a simple application of IT upon the existing government1048697Building e-government is just another beginning

bull KISS (wwwimmigrationgokr)bull 1048697Korea Immigration Smart Servicebull 1048697Received Public Service Award from the UN 2007bull 1048697Average waiting time decreased 60bull 1048697Inboundbull 1048697Before 20 minutes for Koreans 43 minutes for foreignersbull 1048697After 8 minutes for Koreans 17 minutes for foreignersbull 1048697Outboundbull 1048697Before 17 minutesbull 1048697After 7 minutesbull 1048697Home Tax Service (wwwhometaxgokr)bull 1048697Non-stop service for taxationbull 1048697e-filing e-Notification e-Payment and e-Issuance of certificatesbull 1048697Reduce costsbull 1048697Direct cost 460 billion won annuallybull 1048697Efficient and transparent tax administration contribute to reduce related administrative costs

bull UNI-PASS (wwwcustomsgokr)bull 1048697Customs clearance service anytime anywherebull 1048697Provide the fastest service among 171 member countries

in WCO (World Customs Organization)bull 1048697Performancebull 1048697Import from 2 or more days to 15 hoursbull 1048697Export from 1 or more days to 15 hoursbull 1048697Customs refund from 2 or more days to 52 hoursbull 1048697Customs payment from 4 or more days to 10 minutes

bull KIPOnet (wwwkipogokr)bull 1048697Ubiquitous IPR management systembull 1048697247 service availablebull 1048697Online application inquirybull 1048697Show the application processes and issue notice onlinebull 1048697Online issuance of various certificatesbull 1048697First introduce home-working among governmentbull 1048697KONEPS (wwwg2bgokr)bull 1048697E-commerce of government procurementbull 104869736000 agencies 170000 firms use KONEPSbull 1048697180000 visit everydaybull 104869744000 trillion won in 2006bull 104869727000 trillion contracted in e-commercebull 1048697UNCEFACT standard (March 20050 Global IT Excellence Award (May 2006) e-Asia Award (Aug

2007)

bull DART (wwwfscgokr)bull 1048697Data analysis retrieval and transfer systembull 1048697Fast and convenient access to huge business and finance

databases using ITbull 1048697305 million inquiries in 2006bull 1048697POSTNET (wwwkoreapostgokr)bull 1048697Web-based post service systembull 1048697Allow integrated services of all post office related services

including internet shopping using PDA GISGPS and so onbull 1048697400000 visitors everydaybull 1048697Exported to 15 countries including UK US Taiwan and India

bull G4C (wwwegovgokr) bull A web-based government portal for citizens1048697Allow multichannel access to

government services1048697Fast and convenient services1048697Introduce how inquires are managed (5100 kinds)1048697Review public document online (25 kinds)1048697Issue public certificate online (32 kinds)1048697Various applications (about 720 kinds1048697

bull Metropolitan Government of the City of Seoul1048697E-Government portal bus lines map service OPEN system hi-Seoul news citizen internet classroom usersrsquoguide and reservation services land information service micro-dust information online tax system etc1048697

bull Lower level local government cases of Kangnam-gu Office1048697Internet broadcasting1048697Lecture for university entrance examination additional lecture services for K-12 students area news etc1048697CCTV system in preventing urban crimes1048697Online Kindergarten watch system parents can see how their kidsare doing through internet21Sung

E-government principles1 Citizen-oriented Government should be at the disposal of the people

and not the other way around2 Convenience through efficiency Online procedures should make life

simpler and more convenient no need to show up in person no closing times no waiting in line or being sent back and forth between offices

3 Trust and security Citizens have to be able to trust electronic public authorities as much as they do the traditional ones

4 Transparency New technical advancements are only successful and accepted when all those affected by them are involved in the development process and they are carried out in a transparent fashion

5 Accessibility Public authority services must be accessible to everyone without discrimination

E-government principles (continued)6 Usability The range of electronic services offered must be organized in

an easily comprehensible clear and straightforward manner7 Data security Data protection is a right that is highly prized in society

Citizens place much value on the protection of their privacy8 Cooperation e-government functions best when all levels of

government work seamlessly together from the smallest local authority up to federal minis

9 Sustainability e-government has a modular structure which allows new components to be integrated immediately into the system to keep up with the latest technology tries

10 Interoperability Diverse types of systems need to be able to communicate with each another

11 Technological neutrality The speed with which systems solutions and devices are developed in the information and communication branch is faster than in any other area

Characteristics of e-government

ndash Use information communication infrastructurendash Efficiencyndash Transparencyndash Customer-orientation ndash Responsiveness ndash Participationndash Knowledge-based government

E-Government -Sectoral Focus

bull e-Health bull e-Educationbull e-Municipal works and Local Governmentbull e-Personnel citizens

27

Four dimensions of e-government bull E-services - the electronic delivery of government information programs

and services often (but not exclusively) over the Internetbull E-management - the use of information technology to improve the

management of government from streamlining business processes to improving the flow of information within government offices

bull E-democracy - the use of electronic communication vehicles such as e-mail and the Internet to increase citizen participation in the public decision-making process

bull E-commerce - the exchange of money for goods and services over the Internet such as citizens paying taxes and utility bills renewing vehicle registrations and paying for recreation programs or government buying office supplies and auctioning surplus equipment

The Four Stages of E-Government

Presence (Content)InteractionTransactionTransformation ndash relationship between

government and citizens will change fundamentally in positive ways producing more citizen-centric and responsive government and increasing citizen trust in government dramatically

Electronic interactions in communities

Delivery models of e-government servicesbull Government-to-government (G2G)

ndash This represents the backbone of e-government It involves sharing data and conducting electronic exchanges between governmental departments rather than being focused on the specific agency or agencies responsible for administering programs and policies

bull Government-to-business (G2B)ndash It includes both the sale of surplus government goods to the public as well as

the procurement of goods and services It aims to more effectively work with the private sector because of the high enthusiasm of this private sector and the potential for reducing costs through improved procurement practices and increased competition

bull Government-to-citizen (G2C) ndash This provides opportunities for greater citizen access to and interaction with

the government This is what some observers perceive to be the primary goal of e-government

32

E-governments interactions

Interaction levels in e-government

1 Information Making information available online for example on the Website of a public authority

2 Communication The ability to interactively access and exchange information

3 Transactions Carrying out services including signing application forms and delivering official documents and notifications electronically

Features of types of e-government

bull G2C Use the web for accessing services such as benefits loans recreational sites andor educational material etc Key lines of business social services recreation and natural resources grants and loans taxes etc

bull G2B Reduce burden on business by adopting process that enable collecting data once for multiple uses and streaming redundant data Key lines of business regulation economic development trade permitslicenses grantsloans asset management etc

bull G2G1048697Share and integrate all the data and documents at all different levels of governments such as federal state and local1048697Key lines of business economic development recreation and natural resources public safety law enforcement disaster response management grantsloans etc1048697Internal effectiveness and efficiency1048697Adopt commercial best practices in government operation reduce costs while increase outputs etc1048697Key lines of business supply chain management in government operations human resource management financial optimization etc

Types of E-Government (with examples)

bull BARRIERS AND OBSTACLES1048697Stakeholder resistance1048697Resistance from those who are benefitted most before e-government is introduced1048697How to mitigate mobilize the high level of political commitment persuade congressional leadership use incentives invite competition among agencies by linking the performance evaluation and incentives etc1048697Lack of trust1048697People do not trust the authenticity of electronically transferred data and documents1048697How to mitigate incorporate every possible security and safety measures in all business lines1048697Insufficient resources1048697Too much works(systems manpower etc) is necessary to provide appropriate services through e-government1048697How to mitigate efficient use of resources give priorities to individual programsprojects select and concentration strategies to the programs with the biggest impacts and utilities 1048697Lack of ITA(IT architecture)1048697Each agency adopts unique system andor SW that does not match with each other1048697How to mitigate standardization introduce common systems from the central government etc

bull Five stages1048697emerging rarrenhanced rarrinteractive rarrtransactional rarrseamless1048697Online information provision rarrbasic infra rarrservice provision rarrtransactions rarrintegrated services1048697Websites rarrunilateral information provision rarrinteractive information provision rarronline services managed rarrintegrated online services available

bull A new model for e-government reflecting balanced development of all aspects1048697Three aspects to be considered1048697E-democracy Open information rarre-community rarronline participation rarre-Governance 1048697Services Providing information rarronline services rarrone-stop portal rarrzero-stop CRM1048697Productivity DB rarronline process rarrback-office reengineering rarrorganizational transformation

bull Key elements of e-government development strategies1048697Strong leadership top-level leadership commitment and those at the organizational levels 1048697Develop and reconfigure current work flow1048697Progressively implement tasks according to priority1048697Evaluate system usability economic benefits and aftermath effects and implement further development plans as required1048697Reengineer the current off-line based operating procedures in all government activities to fit the online environment1048697Construct an integrated information resources environment1048697Seek out and apply good examples1048697Make a continuous effort to get rid of digital divides1048697Best strategies1048697No uniform answer1048697E-government is not a simple application of IT upon the existing government1048697Building e-government is just another beginning

bull KISS (wwwimmigrationgokr)bull 1048697Korea Immigration Smart Servicebull 1048697Received Public Service Award from the UN 2007bull 1048697Average waiting time decreased 60bull 1048697Inboundbull 1048697Before 20 minutes for Koreans 43 minutes for foreignersbull 1048697After 8 minutes for Koreans 17 minutes for foreignersbull 1048697Outboundbull 1048697Before 17 minutesbull 1048697After 7 minutesbull 1048697Home Tax Service (wwwhometaxgokr)bull 1048697Non-stop service for taxationbull 1048697e-filing e-Notification e-Payment and e-Issuance of certificatesbull 1048697Reduce costsbull 1048697Direct cost 460 billion won annuallybull 1048697Efficient and transparent tax administration contribute to reduce related administrative costs

bull UNI-PASS (wwwcustomsgokr)bull 1048697Customs clearance service anytime anywherebull 1048697Provide the fastest service among 171 member countries

in WCO (World Customs Organization)bull 1048697Performancebull 1048697Import from 2 or more days to 15 hoursbull 1048697Export from 1 or more days to 15 hoursbull 1048697Customs refund from 2 or more days to 52 hoursbull 1048697Customs payment from 4 or more days to 10 minutes

bull KIPOnet (wwwkipogokr)bull 1048697Ubiquitous IPR management systembull 1048697247 service availablebull 1048697Online application inquirybull 1048697Show the application processes and issue notice onlinebull 1048697Online issuance of various certificatesbull 1048697First introduce home-working among governmentbull 1048697KONEPS (wwwg2bgokr)bull 1048697E-commerce of government procurementbull 104869736000 agencies 170000 firms use KONEPSbull 1048697180000 visit everydaybull 104869744000 trillion won in 2006bull 104869727000 trillion contracted in e-commercebull 1048697UNCEFACT standard (March 20050 Global IT Excellence Award (May 2006) e-Asia Award (Aug

2007)

bull DART (wwwfscgokr)bull 1048697Data analysis retrieval and transfer systembull 1048697Fast and convenient access to huge business and finance

databases using ITbull 1048697305 million inquiries in 2006bull 1048697POSTNET (wwwkoreapostgokr)bull 1048697Web-based post service systembull 1048697Allow integrated services of all post office related services

including internet shopping using PDA GISGPS and so onbull 1048697400000 visitors everydaybull 1048697Exported to 15 countries including UK US Taiwan and India

bull G4C (wwwegovgokr) bull A web-based government portal for citizens1048697Allow multichannel access to

government services1048697Fast and convenient services1048697Introduce how inquires are managed (5100 kinds)1048697Review public document online (25 kinds)1048697Issue public certificate online (32 kinds)1048697Various applications (about 720 kinds1048697

bull Metropolitan Government of the City of Seoul1048697E-Government portal bus lines map service OPEN system hi-Seoul news citizen internet classroom usersrsquoguide and reservation services land information service micro-dust information online tax system etc1048697

bull Lower level local government cases of Kangnam-gu Office1048697Internet broadcasting1048697Lecture for university entrance examination additional lecture services for K-12 students area news etc1048697CCTV system in preventing urban crimes1048697Online Kindergarten watch system parents can see how their kidsare doing through internet21Sung

E-government principles (continued)6 Usability The range of electronic services offered must be organized in

an easily comprehensible clear and straightforward manner7 Data security Data protection is a right that is highly prized in society

Citizens place much value on the protection of their privacy8 Cooperation e-government functions best when all levels of

government work seamlessly together from the smallest local authority up to federal minis

9 Sustainability e-government has a modular structure which allows new components to be integrated immediately into the system to keep up with the latest technology tries

10 Interoperability Diverse types of systems need to be able to communicate with each another

11 Technological neutrality The speed with which systems solutions and devices are developed in the information and communication branch is faster than in any other area

Characteristics of e-government

ndash Use information communication infrastructurendash Efficiencyndash Transparencyndash Customer-orientation ndash Responsiveness ndash Participationndash Knowledge-based government

E-Government -Sectoral Focus

bull e-Health bull e-Educationbull e-Municipal works and Local Governmentbull e-Personnel citizens

27

Four dimensions of e-government bull E-services - the electronic delivery of government information programs

and services often (but not exclusively) over the Internetbull E-management - the use of information technology to improve the

management of government from streamlining business processes to improving the flow of information within government offices

bull E-democracy - the use of electronic communication vehicles such as e-mail and the Internet to increase citizen participation in the public decision-making process

bull E-commerce - the exchange of money for goods and services over the Internet such as citizens paying taxes and utility bills renewing vehicle registrations and paying for recreation programs or government buying office supplies and auctioning surplus equipment

The Four Stages of E-Government

Presence (Content)InteractionTransactionTransformation ndash relationship between

government and citizens will change fundamentally in positive ways producing more citizen-centric and responsive government and increasing citizen trust in government dramatically

Electronic interactions in communities

Delivery models of e-government servicesbull Government-to-government (G2G)

ndash This represents the backbone of e-government It involves sharing data and conducting electronic exchanges between governmental departments rather than being focused on the specific agency or agencies responsible for administering programs and policies

bull Government-to-business (G2B)ndash It includes both the sale of surplus government goods to the public as well as

the procurement of goods and services It aims to more effectively work with the private sector because of the high enthusiasm of this private sector and the potential for reducing costs through improved procurement practices and increased competition

bull Government-to-citizen (G2C) ndash This provides opportunities for greater citizen access to and interaction with

the government This is what some observers perceive to be the primary goal of e-government

32

E-governments interactions

Interaction levels in e-government

1 Information Making information available online for example on the Website of a public authority

2 Communication The ability to interactively access and exchange information

3 Transactions Carrying out services including signing application forms and delivering official documents and notifications electronically

Features of types of e-government

bull G2C Use the web for accessing services such as benefits loans recreational sites andor educational material etc Key lines of business social services recreation and natural resources grants and loans taxes etc

bull G2B Reduce burden on business by adopting process that enable collecting data once for multiple uses and streaming redundant data Key lines of business regulation economic development trade permitslicenses grantsloans asset management etc

bull G2G1048697Share and integrate all the data and documents at all different levels of governments such as federal state and local1048697Key lines of business economic development recreation and natural resources public safety law enforcement disaster response management grantsloans etc1048697Internal effectiveness and efficiency1048697Adopt commercial best practices in government operation reduce costs while increase outputs etc1048697Key lines of business supply chain management in government operations human resource management financial optimization etc

Types of E-Government (with examples)

bull BARRIERS AND OBSTACLES1048697Stakeholder resistance1048697Resistance from those who are benefitted most before e-government is introduced1048697How to mitigate mobilize the high level of political commitment persuade congressional leadership use incentives invite competition among agencies by linking the performance evaluation and incentives etc1048697Lack of trust1048697People do not trust the authenticity of electronically transferred data and documents1048697How to mitigate incorporate every possible security and safety measures in all business lines1048697Insufficient resources1048697Too much works(systems manpower etc) is necessary to provide appropriate services through e-government1048697How to mitigate efficient use of resources give priorities to individual programsprojects select and concentration strategies to the programs with the biggest impacts and utilities 1048697Lack of ITA(IT architecture)1048697Each agency adopts unique system andor SW that does not match with each other1048697How to mitigate standardization introduce common systems from the central government etc

bull Five stages1048697emerging rarrenhanced rarrinteractive rarrtransactional rarrseamless1048697Online information provision rarrbasic infra rarrservice provision rarrtransactions rarrintegrated services1048697Websites rarrunilateral information provision rarrinteractive information provision rarronline services managed rarrintegrated online services available

bull A new model for e-government reflecting balanced development of all aspects1048697Three aspects to be considered1048697E-democracy Open information rarre-community rarronline participation rarre-Governance 1048697Services Providing information rarronline services rarrone-stop portal rarrzero-stop CRM1048697Productivity DB rarronline process rarrback-office reengineering rarrorganizational transformation

bull Key elements of e-government development strategies1048697Strong leadership top-level leadership commitment and those at the organizational levels 1048697Develop and reconfigure current work flow1048697Progressively implement tasks according to priority1048697Evaluate system usability economic benefits and aftermath effects and implement further development plans as required1048697Reengineer the current off-line based operating procedures in all government activities to fit the online environment1048697Construct an integrated information resources environment1048697Seek out and apply good examples1048697Make a continuous effort to get rid of digital divides1048697Best strategies1048697No uniform answer1048697E-government is not a simple application of IT upon the existing government1048697Building e-government is just another beginning

bull KISS (wwwimmigrationgokr)bull 1048697Korea Immigration Smart Servicebull 1048697Received Public Service Award from the UN 2007bull 1048697Average waiting time decreased 60bull 1048697Inboundbull 1048697Before 20 minutes for Koreans 43 minutes for foreignersbull 1048697After 8 minutes for Koreans 17 minutes for foreignersbull 1048697Outboundbull 1048697Before 17 minutesbull 1048697After 7 minutesbull 1048697Home Tax Service (wwwhometaxgokr)bull 1048697Non-stop service for taxationbull 1048697e-filing e-Notification e-Payment and e-Issuance of certificatesbull 1048697Reduce costsbull 1048697Direct cost 460 billion won annuallybull 1048697Efficient and transparent tax administration contribute to reduce related administrative costs

bull UNI-PASS (wwwcustomsgokr)bull 1048697Customs clearance service anytime anywherebull 1048697Provide the fastest service among 171 member countries

in WCO (World Customs Organization)bull 1048697Performancebull 1048697Import from 2 or more days to 15 hoursbull 1048697Export from 1 or more days to 15 hoursbull 1048697Customs refund from 2 or more days to 52 hoursbull 1048697Customs payment from 4 or more days to 10 minutes

bull KIPOnet (wwwkipogokr)bull 1048697Ubiquitous IPR management systembull 1048697247 service availablebull 1048697Online application inquirybull 1048697Show the application processes and issue notice onlinebull 1048697Online issuance of various certificatesbull 1048697First introduce home-working among governmentbull 1048697KONEPS (wwwg2bgokr)bull 1048697E-commerce of government procurementbull 104869736000 agencies 170000 firms use KONEPSbull 1048697180000 visit everydaybull 104869744000 trillion won in 2006bull 104869727000 trillion contracted in e-commercebull 1048697UNCEFACT standard (March 20050 Global IT Excellence Award (May 2006) e-Asia Award (Aug

2007)

bull DART (wwwfscgokr)bull 1048697Data analysis retrieval and transfer systembull 1048697Fast and convenient access to huge business and finance

databases using ITbull 1048697305 million inquiries in 2006bull 1048697POSTNET (wwwkoreapostgokr)bull 1048697Web-based post service systembull 1048697Allow integrated services of all post office related services

including internet shopping using PDA GISGPS and so onbull 1048697400000 visitors everydaybull 1048697Exported to 15 countries including UK US Taiwan and India

bull G4C (wwwegovgokr) bull A web-based government portal for citizens1048697Allow multichannel access to

government services1048697Fast and convenient services1048697Introduce how inquires are managed (5100 kinds)1048697Review public document online (25 kinds)1048697Issue public certificate online (32 kinds)1048697Various applications (about 720 kinds1048697

bull Metropolitan Government of the City of Seoul1048697E-Government portal bus lines map service OPEN system hi-Seoul news citizen internet classroom usersrsquoguide and reservation services land information service micro-dust information online tax system etc1048697

bull Lower level local government cases of Kangnam-gu Office1048697Internet broadcasting1048697Lecture for university entrance examination additional lecture services for K-12 students area news etc1048697CCTV system in preventing urban crimes1048697Online Kindergarten watch system parents can see how their kidsare doing through internet21Sung

Characteristics of e-government

ndash Use information communication infrastructurendash Efficiencyndash Transparencyndash Customer-orientation ndash Responsiveness ndash Participationndash Knowledge-based government

E-Government -Sectoral Focus

bull e-Health bull e-Educationbull e-Municipal works and Local Governmentbull e-Personnel citizens

27

Four dimensions of e-government bull E-services - the electronic delivery of government information programs

and services often (but not exclusively) over the Internetbull E-management - the use of information technology to improve the

management of government from streamlining business processes to improving the flow of information within government offices

bull E-democracy - the use of electronic communication vehicles such as e-mail and the Internet to increase citizen participation in the public decision-making process

bull E-commerce - the exchange of money for goods and services over the Internet such as citizens paying taxes and utility bills renewing vehicle registrations and paying for recreation programs or government buying office supplies and auctioning surplus equipment

The Four Stages of E-Government

Presence (Content)InteractionTransactionTransformation ndash relationship between

government and citizens will change fundamentally in positive ways producing more citizen-centric and responsive government and increasing citizen trust in government dramatically

Electronic interactions in communities

Delivery models of e-government servicesbull Government-to-government (G2G)

ndash This represents the backbone of e-government It involves sharing data and conducting electronic exchanges between governmental departments rather than being focused on the specific agency or agencies responsible for administering programs and policies

bull Government-to-business (G2B)ndash It includes both the sale of surplus government goods to the public as well as

the procurement of goods and services It aims to more effectively work with the private sector because of the high enthusiasm of this private sector and the potential for reducing costs through improved procurement practices and increased competition

bull Government-to-citizen (G2C) ndash This provides opportunities for greater citizen access to and interaction with

the government This is what some observers perceive to be the primary goal of e-government

32

E-governments interactions

Interaction levels in e-government

1 Information Making information available online for example on the Website of a public authority

2 Communication The ability to interactively access and exchange information

3 Transactions Carrying out services including signing application forms and delivering official documents and notifications electronically

Features of types of e-government

bull G2C Use the web for accessing services such as benefits loans recreational sites andor educational material etc Key lines of business social services recreation and natural resources grants and loans taxes etc

bull G2B Reduce burden on business by adopting process that enable collecting data once for multiple uses and streaming redundant data Key lines of business regulation economic development trade permitslicenses grantsloans asset management etc

bull G2G1048697Share and integrate all the data and documents at all different levels of governments such as federal state and local1048697Key lines of business economic development recreation and natural resources public safety law enforcement disaster response management grantsloans etc1048697Internal effectiveness and efficiency1048697Adopt commercial best practices in government operation reduce costs while increase outputs etc1048697Key lines of business supply chain management in government operations human resource management financial optimization etc

Types of E-Government (with examples)

bull BARRIERS AND OBSTACLES1048697Stakeholder resistance1048697Resistance from those who are benefitted most before e-government is introduced1048697How to mitigate mobilize the high level of political commitment persuade congressional leadership use incentives invite competition among agencies by linking the performance evaluation and incentives etc1048697Lack of trust1048697People do not trust the authenticity of electronically transferred data and documents1048697How to mitigate incorporate every possible security and safety measures in all business lines1048697Insufficient resources1048697Too much works(systems manpower etc) is necessary to provide appropriate services through e-government1048697How to mitigate efficient use of resources give priorities to individual programsprojects select and concentration strategies to the programs with the biggest impacts and utilities 1048697Lack of ITA(IT architecture)1048697Each agency adopts unique system andor SW that does not match with each other1048697How to mitigate standardization introduce common systems from the central government etc

bull Five stages1048697emerging rarrenhanced rarrinteractive rarrtransactional rarrseamless1048697Online information provision rarrbasic infra rarrservice provision rarrtransactions rarrintegrated services1048697Websites rarrunilateral information provision rarrinteractive information provision rarronline services managed rarrintegrated online services available

bull A new model for e-government reflecting balanced development of all aspects1048697Three aspects to be considered1048697E-democracy Open information rarre-community rarronline participation rarre-Governance 1048697Services Providing information rarronline services rarrone-stop portal rarrzero-stop CRM1048697Productivity DB rarronline process rarrback-office reengineering rarrorganizational transformation

bull Key elements of e-government development strategies1048697Strong leadership top-level leadership commitment and those at the organizational levels 1048697Develop and reconfigure current work flow1048697Progressively implement tasks according to priority1048697Evaluate system usability economic benefits and aftermath effects and implement further development plans as required1048697Reengineer the current off-line based operating procedures in all government activities to fit the online environment1048697Construct an integrated information resources environment1048697Seek out and apply good examples1048697Make a continuous effort to get rid of digital divides1048697Best strategies1048697No uniform answer1048697E-government is not a simple application of IT upon the existing government1048697Building e-government is just another beginning

bull KISS (wwwimmigrationgokr)bull 1048697Korea Immigration Smart Servicebull 1048697Received Public Service Award from the UN 2007bull 1048697Average waiting time decreased 60bull 1048697Inboundbull 1048697Before 20 minutes for Koreans 43 minutes for foreignersbull 1048697After 8 minutes for Koreans 17 minutes for foreignersbull 1048697Outboundbull 1048697Before 17 minutesbull 1048697After 7 minutesbull 1048697Home Tax Service (wwwhometaxgokr)bull 1048697Non-stop service for taxationbull 1048697e-filing e-Notification e-Payment and e-Issuance of certificatesbull 1048697Reduce costsbull 1048697Direct cost 460 billion won annuallybull 1048697Efficient and transparent tax administration contribute to reduce related administrative costs

bull UNI-PASS (wwwcustomsgokr)bull 1048697Customs clearance service anytime anywherebull 1048697Provide the fastest service among 171 member countries

in WCO (World Customs Organization)bull 1048697Performancebull 1048697Import from 2 or more days to 15 hoursbull 1048697Export from 1 or more days to 15 hoursbull 1048697Customs refund from 2 or more days to 52 hoursbull 1048697Customs payment from 4 or more days to 10 minutes

bull KIPOnet (wwwkipogokr)bull 1048697Ubiquitous IPR management systembull 1048697247 service availablebull 1048697Online application inquirybull 1048697Show the application processes and issue notice onlinebull 1048697Online issuance of various certificatesbull 1048697First introduce home-working among governmentbull 1048697KONEPS (wwwg2bgokr)bull 1048697E-commerce of government procurementbull 104869736000 agencies 170000 firms use KONEPSbull 1048697180000 visit everydaybull 104869744000 trillion won in 2006bull 104869727000 trillion contracted in e-commercebull 1048697UNCEFACT standard (March 20050 Global IT Excellence Award (May 2006) e-Asia Award (Aug

2007)

bull DART (wwwfscgokr)bull 1048697Data analysis retrieval and transfer systembull 1048697Fast and convenient access to huge business and finance

databases using ITbull 1048697305 million inquiries in 2006bull 1048697POSTNET (wwwkoreapostgokr)bull 1048697Web-based post service systembull 1048697Allow integrated services of all post office related services

including internet shopping using PDA GISGPS and so onbull 1048697400000 visitors everydaybull 1048697Exported to 15 countries including UK US Taiwan and India

bull G4C (wwwegovgokr) bull A web-based government portal for citizens1048697Allow multichannel access to

government services1048697Fast and convenient services1048697Introduce how inquires are managed (5100 kinds)1048697Review public document online (25 kinds)1048697Issue public certificate online (32 kinds)1048697Various applications (about 720 kinds1048697

bull Metropolitan Government of the City of Seoul1048697E-Government portal bus lines map service OPEN system hi-Seoul news citizen internet classroom usersrsquoguide and reservation services land information service micro-dust information online tax system etc1048697

bull Lower level local government cases of Kangnam-gu Office1048697Internet broadcasting1048697Lecture for university entrance examination additional lecture services for K-12 students area news etc1048697CCTV system in preventing urban crimes1048697Online Kindergarten watch system parents can see how their kidsare doing through internet21Sung

E-Government -Sectoral Focus

bull e-Health bull e-Educationbull e-Municipal works and Local Governmentbull e-Personnel citizens

27

Four dimensions of e-government bull E-services - the electronic delivery of government information programs

and services often (but not exclusively) over the Internetbull E-management - the use of information technology to improve the

management of government from streamlining business processes to improving the flow of information within government offices

bull E-democracy - the use of electronic communication vehicles such as e-mail and the Internet to increase citizen participation in the public decision-making process

bull E-commerce - the exchange of money for goods and services over the Internet such as citizens paying taxes and utility bills renewing vehicle registrations and paying for recreation programs or government buying office supplies and auctioning surplus equipment

The Four Stages of E-Government

Presence (Content)InteractionTransactionTransformation ndash relationship between

government and citizens will change fundamentally in positive ways producing more citizen-centric and responsive government and increasing citizen trust in government dramatically

Electronic interactions in communities

Delivery models of e-government servicesbull Government-to-government (G2G)

ndash This represents the backbone of e-government It involves sharing data and conducting electronic exchanges between governmental departments rather than being focused on the specific agency or agencies responsible for administering programs and policies

bull Government-to-business (G2B)ndash It includes both the sale of surplus government goods to the public as well as

the procurement of goods and services It aims to more effectively work with the private sector because of the high enthusiasm of this private sector and the potential for reducing costs through improved procurement practices and increased competition

bull Government-to-citizen (G2C) ndash This provides opportunities for greater citizen access to and interaction with

the government This is what some observers perceive to be the primary goal of e-government

32

E-governments interactions

Interaction levels in e-government

1 Information Making information available online for example on the Website of a public authority

2 Communication The ability to interactively access and exchange information

3 Transactions Carrying out services including signing application forms and delivering official documents and notifications electronically

Features of types of e-government

bull G2C Use the web for accessing services such as benefits loans recreational sites andor educational material etc Key lines of business social services recreation and natural resources grants and loans taxes etc

bull G2B Reduce burden on business by adopting process that enable collecting data once for multiple uses and streaming redundant data Key lines of business regulation economic development trade permitslicenses grantsloans asset management etc

bull G2G1048697Share and integrate all the data and documents at all different levels of governments such as federal state and local1048697Key lines of business economic development recreation and natural resources public safety law enforcement disaster response management grantsloans etc1048697Internal effectiveness and efficiency1048697Adopt commercial best practices in government operation reduce costs while increase outputs etc1048697Key lines of business supply chain management in government operations human resource management financial optimization etc

Types of E-Government (with examples)

bull BARRIERS AND OBSTACLES1048697Stakeholder resistance1048697Resistance from those who are benefitted most before e-government is introduced1048697How to mitigate mobilize the high level of political commitment persuade congressional leadership use incentives invite competition among agencies by linking the performance evaluation and incentives etc1048697Lack of trust1048697People do not trust the authenticity of electronically transferred data and documents1048697How to mitigate incorporate every possible security and safety measures in all business lines1048697Insufficient resources1048697Too much works(systems manpower etc) is necessary to provide appropriate services through e-government1048697How to mitigate efficient use of resources give priorities to individual programsprojects select and concentration strategies to the programs with the biggest impacts and utilities 1048697Lack of ITA(IT architecture)1048697Each agency adopts unique system andor SW that does not match with each other1048697How to mitigate standardization introduce common systems from the central government etc

bull Five stages1048697emerging rarrenhanced rarrinteractive rarrtransactional rarrseamless1048697Online information provision rarrbasic infra rarrservice provision rarrtransactions rarrintegrated services1048697Websites rarrunilateral information provision rarrinteractive information provision rarronline services managed rarrintegrated online services available

bull A new model for e-government reflecting balanced development of all aspects1048697Three aspects to be considered1048697E-democracy Open information rarre-community rarronline participation rarre-Governance 1048697Services Providing information rarronline services rarrone-stop portal rarrzero-stop CRM1048697Productivity DB rarronline process rarrback-office reengineering rarrorganizational transformation

bull Key elements of e-government development strategies1048697Strong leadership top-level leadership commitment and those at the organizational levels 1048697Develop and reconfigure current work flow1048697Progressively implement tasks according to priority1048697Evaluate system usability economic benefits and aftermath effects and implement further development plans as required1048697Reengineer the current off-line based operating procedures in all government activities to fit the online environment1048697Construct an integrated information resources environment1048697Seek out and apply good examples1048697Make a continuous effort to get rid of digital divides1048697Best strategies1048697No uniform answer1048697E-government is not a simple application of IT upon the existing government1048697Building e-government is just another beginning

bull KISS (wwwimmigrationgokr)bull 1048697Korea Immigration Smart Servicebull 1048697Received Public Service Award from the UN 2007bull 1048697Average waiting time decreased 60bull 1048697Inboundbull 1048697Before 20 minutes for Koreans 43 minutes for foreignersbull 1048697After 8 minutes for Koreans 17 minutes for foreignersbull 1048697Outboundbull 1048697Before 17 minutesbull 1048697After 7 minutesbull 1048697Home Tax Service (wwwhometaxgokr)bull 1048697Non-stop service for taxationbull 1048697e-filing e-Notification e-Payment and e-Issuance of certificatesbull 1048697Reduce costsbull 1048697Direct cost 460 billion won annuallybull 1048697Efficient and transparent tax administration contribute to reduce related administrative costs

bull UNI-PASS (wwwcustomsgokr)bull 1048697Customs clearance service anytime anywherebull 1048697Provide the fastest service among 171 member countries

in WCO (World Customs Organization)bull 1048697Performancebull 1048697Import from 2 or more days to 15 hoursbull 1048697Export from 1 or more days to 15 hoursbull 1048697Customs refund from 2 or more days to 52 hoursbull 1048697Customs payment from 4 or more days to 10 minutes

bull KIPOnet (wwwkipogokr)bull 1048697Ubiquitous IPR management systembull 1048697247 service availablebull 1048697Online application inquirybull 1048697Show the application processes and issue notice onlinebull 1048697Online issuance of various certificatesbull 1048697First introduce home-working among governmentbull 1048697KONEPS (wwwg2bgokr)bull 1048697E-commerce of government procurementbull 104869736000 agencies 170000 firms use KONEPSbull 1048697180000 visit everydaybull 104869744000 trillion won in 2006bull 104869727000 trillion contracted in e-commercebull 1048697UNCEFACT standard (March 20050 Global IT Excellence Award (May 2006) e-Asia Award (Aug

2007)

bull DART (wwwfscgokr)bull 1048697Data analysis retrieval and transfer systembull 1048697Fast and convenient access to huge business and finance

databases using ITbull 1048697305 million inquiries in 2006bull 1048697POSTNET (wwwkoreapostgokr)bull 1048697Web-based post service systembull 1048697Allow integrated services of all post office related services

including internet shopping using PDA GISGPS and so onbull 1048697400000 visitors everydaybull 1048697Exported to 15 countries including UK US Taiwan and India

bull G4C (wwwegovgokr) bull A web-based government portal for citizens1048697Allow multichannel access to

government services1048697Fast and convenient services1048697Introduce how inquires are managed (5100 kinds)1048697Review public document online (25 kinds)1048697Issue public certificate online (32 kinds)1048697Various applications (about 720 kinds1048697

bull Metropolitan Government of the City of Seoul1048697E-Government portal bus lines map service OPEN system hi-Seoul news citizen internet classroom usersrsquoguide and reservation services land information service micro-dust information online tax system etc1048697

bull Lower level local government cases of Kangnam-gu Office1048697Internet broadcasting1048697Lecture for university entrance examination additional lecture services for K-12 students area news etc1048697CCTV system in preventing urban crimes1048697Online Kindergarten watch system parents can see how their kidsare doing through internet21Sung

Four dimensions of e-government bull E-services - the electronic delivery of government information programs

and services often (but not exclusively) over the Internetbull E-management - the use of information technology to improve the

management of government from streamlining business processes to improving the flow of information within government offices

bull E-democracy - the use of electronic communication vehicles such as e-mail and the Internet to increase citizen participation in the public decision-making process

bull E-commerce - the exchange of money for goods and services over the Internet such as citizens paying taxes and utility bills renewing vehicle registrations and paying for recreation programs or government buying office supplies and auctioning surplus equipment

The Four Stages of E-Government

Presence (Content)InteractionTransactionTransformation ndash relationship between

government and citizens will change fundamentally in positive ways producing more citizen-centric and responsive government and increasing citizen trust in government dramatically

Electronic interactions in communities

Delivery models of e-government servicesbull Government-to-government (G2G)

ndash This represents the backbone of e-government It involves sharing data and conducting electronic exchanges between governmental departments rather than being focused on the specific agency or agencies responsible for administering programs and policies

bull Government-to-business (G2B)ndash It includes both the sale of surplus government goods to the public as well as

the procurement of goods and services It aims to more effectively work with the private sector because of the high enthusiasm of this private sector and the potential for reducing costs through improved procurement practices and increased competition

bull Government-to-citizen (G2C) ndash This provides opportunities for greater citizen access to and interaction with

the government This is what some observers perceive to be the primary goal of e-government

32

E-governments interactions

Interaction levels in e-government

1 Information Making information available online for example on the Website of a public authority

2 Communication The ability to interactively access and exchange information

3 Transactions Carrying out services including signing application forms and delivering official documents and notifications electronically

Features of types of e-government

bull G2C Use the web for accessing services such as benefits loans recreational sites andor educational material etc Key lines of business social services recreation and natural resources grants and loans taxes etc

bull G2B Reduce burden on business by adopting process that enable collecting data once for multiple uses and streaming redundant data Key lines of business regulation economic development trade permitslicenses grantsloans asset management etc

bull G2G1048697Share and integrate all the data and documents at all different levels of governments such as federal state and local1048697Key lines of business economic development recreation and natural resources public safety law enforcement disaster response management grantsloans etc1048697Internal effectiveness and efficiency1048697Adopt commercial best practices in government operation reduce costs while increase outputs etc1048697Key lines of business supply chain management in government operations human resource management financial optimization etc

Types of E-Government (with examples)

bull BARRIERS AND OBSTACLES1048697Stakeholder resistance1048697Resistance from those who are benefitted most before e-government is introduced1048697How to mitigate mobilize the high level of political commitment persuade congressional leadership use incentives invite competition among agencies by linking the performance evaluation and incentives etc1048697Lack of trust1048697People do not trust the authenticity of electronically transferred data and documents1048697How to mitigate incorporate every possible security and safety measures in all business lines1048697Insufficient resources1048697Too much works(systems manpower etc) is necessary to provide appropriate services through e-government1048697How to mitigate efficient use of resources give priorities to individual programsprojects select and concentration strategies to the programs with the biggest impacts and utilities 1048697Lack of ITA(IT architecture)1048697Each agency adopts unique system andor SW that does not match with each other1048697How to mitigate standardization introduce common systems from the central government etc

bull Five stages1048697emerging rarrenhanced rarrinteractive rarrtransactional rarrseamless1048697Online information provision rarrbasic infra rarrservice provision rarrtransactions rarrintegrated services1048697Websites rarrunilateral information provision rarrinteractive information provision rarronline services managed rarrintegrated online services available

bull A new model for e-government reflecting balanced development of all aspects1048697Three aspects to be considered1048697E-democracy Open information rarre-community rarronline participation rarre-Governance 1048697Services Providing information rarronline services rarrone-stop portal rarrzero-stop CRM1048697Productivity DB rarronline process rarrback-office reengineering rarrorganizational transformation

bull Key elements of e-government development strategies1048697Strong leadership top-level leadership commitment and those at the organizational levels 1048697Develop and reconfigure current work flow1048697Progressively implement tasks according to priority1048697Evaluate system usability economic benefits and aftermath effects and implement further development plans as required1048697Reengineer the current off-line based operating procedures in all government activities to fit the online environment1048697Construct an integrated information resources environment1048697Seek out and apply good examples1048697Make a continuous effort to get rid of digital divides1048697Best strategies1048697No uniform answer1048697E-government is not a simple application of IT upon the existing government1048697Building e-government is just another beginning

bull KISS (wwwimmigrationgokr)bull 1048697Korea Immigration Smart Servicebull 1048697Received Public Service Award from the UN 2007bull 1048697Average waiting time decreased 60bull 1048697Inboundbull 1048697Before 20 minutes for Koreans 43 minutes for foreignersbull 1048697After 8 minutes for Koreans 17 minutes for foreignersbull 1048697Outboundbull 1048697Before 17 minutesbull 1048697After 7 minutesbull 1048697Home Tax Service (wwwhometaxgokr)bull 1048697Non-stop service for taxationbull 1048697e-filing e-Notification e-Payment and e-Issuance of certificatesbull 1048697Reduce costsbull 1048697Direct cost 460 billion won annuallybull 1048697Efficient and transparent tax administration contribute to reduce related administrative costs

bull UNI-PASS (wwwcustomsgokr)bull 1048697Customs clearance service anytime anywherebull 1048697Provide the fastest service among 171 member countries

in WCO (World Customs Organization)bull 1048697Performancebull 1048697Import from 2 or more days to 15 hoursbull 1048697Export from 1 or more days to 15 hoursbull 1048697Customs refund from 2 or more days to 52 hoursbull 1048697Customs payment from 4 or more days to 10 minutes

bull KIPOnet (wwwkipogokr)bull 1048697Ubiquitous IPR management systembull 1048697247 service availablebull 1048697Online application inquirybull 1048697Show the application processes and issue notice onlinebull 1048697Online issuance of various certificatesbull 1048697First introduce home-working among governmentbull 1048697KONEPS (wwwg2bgokr)bull 1048697E-commerce of government procurementbull 104869736000 agencies 170000 firms use KONEPSbull 1048697180000 visit everydaybull 104869744000 trillion won in 2006bull 104869727000 trillion contracted in e-commercebull 1048697UNCEFACT standard (March 20050 Global IT Excellence Award (May 2006) e-Asia Award (Aug

2007)

bull DART (wwwfscgokr)bull 1048697Data analysis retrieval and transfer systembull 1048697Fast and convenient access to huge business and finance

databases using ITbull 1048697305 million inquiries in 2006bull 1048697POSTNET (wwwkoreapostgokr)bull 1048697Web-based post service systembull 1048697Allow integrated services of all post office related services

including internet shopping using PDA GISGPS and so onbull 1048697400000 visitors everydaybull 1048697Exported to 15 countries including UK US Taiwan and India

bull G4C (wwwegovgokr) bull A web-based government portal for citizens1048697Allow multichannel access to

government services1048697Fast and convenient services1048697Introduce how inquires are managed (5100 kinds)1048697Review public document online (25 kinds)1048697Issue public certificate online (32 kinds)1048697Various applications (about 720 kinds1048697

bull Metropolitan Government of the City of Seoul1048697E-Government portal bus lines map service OPEN system hi-Seoul news citizen internet classroom usersrsquoguide and reservation services land information service micro-dust information online tax system etc1048697

bull Lower level local government cases of Kangnam-gu Office1048697Internet broadcasting1048697Lecture for university entrance examination additional lecture services for K-12 students area news etc1048697CCTV system in preventing urban crimes1048697Online Kindergarten watch system parents can see how their kidsare doing through internet21Sung

The Four Stages of E-Government

Presence (Content)InteractionTransactionTransformation ndash relationship between

government and citizens will change fundamentally in positive ways producing more citizen-centric and responsive government and increasing citizen trust in government dramatically

Electronic interactions in communities

Delivery models of e-government servicesbull Government-to-government (G2G)

ndash This represents the backbone of e-government It involves sharing data and conducting electronic exchanges between governmental departments rather than being focused on the specific agency or agencies responsible for administering programs and policies

bull Government-to-business (G2B)ndash It includes both the sale of surplus government goods to the public as well as

the procurement of goods and services It aims to more effectively work with the private sector because of the high enthusiasm of this private sector and the potential for reducing costs through improved procurement practices and increased competition

bull Government-to-citizen (G2C) ndash This provides opportunities for greater citizen access to and interaction with

the government This is what some observers perceive to be the primary goal of e-government

32

E-governments interactions

Interaction levels in e-government

1 Information Making information available online for example on the Website of a public authority

2 Communication The ability to interactively access and exchange information

3 Transactions Carrying out services including signing application forms and delivering official documents and notifications electronically

Features of types of e-government

bull G2C Use the web for accessing services such as benefits loans recreational sites andor educational material etc Key lines of business social services recreation and natural resources grants and loans taxes etc

bull G2B Reduce burden on business by adopting process that enable collecting data once for multiple uses and streaming redundant data Key lines of business regulation economic development trade permitslicenses grantsloans asset management etc

bull G2G1048697Share and integrate all the data and documents at all different levels of governments such as federal state and local1048697Key lines of business economic development recreation and natural resources public safety law enforcement disaster response management grantsloans etc1048697Internal effectiveness and efficiency1048697Adopt commercial best practices in government operation reduce costs while increase outputs etc1048697Key lines of business supply chain management in government operations human resource management financial optimization etc

Types of E-Government (with examples)

bull BARRIERS AND OBSTACLES1048697Stakeholder resistance1048697Resistance from those who are benefitted most before e-government is introduced1048697How to mitigate mobilize the high level of political commitment persuade congressional leadership use incentives invite competition among agencies by linking the performance evaluation and incentives etc1048697Lack of trust1048697People do not trust the authenticity of electronically transferred data and documents1048697How to mitigate incorporate every possible security and safety measures in all business lines1048697Insufficient resources1048697Too much works(systems manpower etc) is necessary to provide appropriate services through e-government1048697How to mitigate efficient use of resources give priorities to individual programsprojects select and concentration strategies to the programs with the biggest impacts and utilities 1048697Lack of ITA(IT architecture)1048697Each agency adopts unique system andor SW that does not match with each other1048697How to mitigate standardization introduce common systems from the central government etc

bull Five stages1048697emerging rarrenhanced rarrinteractive rarrtransactional rarrseamless1048697Online information provision rarrbasic infra rarrservice provision rarrtransactions rarrintegrated services1048697Websites rarrunilateral information provision rarrinteractive information provision rarronline services managed rarrintegrated online services available

bull A new model for e-government reflecting balanced development of all aspects1048697Three aspects to be considered1048697E-democracy Open information rarre-community rarronline participation rarre-Governance 1048697Services Providing information rarronline services rarrone-stop portal rarrzero-stop CRM1048697Productivity DB rarronline process rarrback-office reengineering rarrorganizational transformation

bull Key elements of e-government development strategies1048697Strong leadership top-level leadership commitment and those at the organizational levels 1048697Develop and reconfigure current work flow1048697Progressively implement tasks according to priority1048697Evaluate system usability economic benefits and aftermath effects and implement further development plans as required1048697Reengineer the current off-line based operating procedures in all government activities to fit the online environment1048697Construct an integrated information resources environment1048697Seek out and apply good examples1048697Make a continuous effort to get rid of digital divides1048697Best strategies1048697No uniform answer1048697E-government is not a simple application of IT upon the existing government1048697Building e-government is just another beginning

bull KISS (wwwimmigrationgokr)bull 1048697Korea Immigration Smart Servicebull 1048697Received Public Service Award from the UN 2007bull 1048697Average waiting time decreased 60bull 1048697Inboundbull 1048697Before 20 minutes for Koreans 43 minutes for foreignersbull 1048697After 8 minutes for Koreans 17 minutes for foreignersbull 1048697Outboundbull 1048697Before 17 minutesbull 1048697After 7 minutesbull 1048697Home Tax Service (wwwhometaxgokr)bull 1048697Non-stop service for taxationbull 1048697e-filing e-Notification e-Payment and e-Issuance of certificatesbull 1048697Reduce costsbull 1048697Direct cost 460 billion won annuallybull 1048697Efficient and transparent tax administration contribute to reduce related administrative costs

bull UNI-PASS (wwwcustomsgokr)bull 1048697Customs clearance service anytime anywherebull 1048697Provide the fastest service among 171 member countries

in WCO (World Customs Organization)bull 1048697Performancebull 1048697Import from 2 or more days to 15 hoursbull 1048697Export from 1 or more days to 15 hoursbull 1048697Customs refund from 2 or more days to 52 hoursbull 1048697Customs payment from 4 or more days to 10 minutes

bull KIPOnet (wwwkipogokr)bull 1048697Ubiquitous IPR management systembull 1048697247 service availablebull 1048697Online application inquirybull 1048697Show the application processes and issue notice onlinebull 1048697Online issuance of various certificatesbull 1048697First introduce home-working among governmentbull 1048697KONEPS (wwwg2bgokr)bull 1048697E-commerce of government procurementbull 104869736000 agencies 170000 firms use KONEPSbull 1048697180000 visit everydaybull 104869744000 trillion won in 2006bull 104869727000 trillion contracted in e-commercebull 1048697UNCEFACT standard (March 20050 Global IT Excellence Award (May 2006) e-Asia Award (Aug

2007)

bull DART (wwwfscgokr)bull 1048697Data analysis retrieval and transfer systembull 1048697Fast and convenient access to huge business and finance

databases using ITbull 1048697305 million inquiries in 2006bull 1048697POSTNET (wwwkoreapostgokr)bull 1048697Web-based post service systembull 1048697Allow integrated services of all post office related services

including internet shopping using PDA GISGPS and so onbull 1048697400000 visitors everydaybull 1048697Exported to 15 countries including UK US Taiwan and India

bull G4C (wwwegovgokr) bull A web-based government portal for citizens1048697Allow multichannel access to

government services1048697Fast and convenient services1048697Introduce how inquires are managed (5100 kinds)1048697Review public document online (25 kinds)1048697Issue public certificate online (32 kinds)1048697Various applications (about 720 kinds1048697

bull Metropolitan Government of the City of Seoul1048697E-Government portal bus lines map service OPEN system hi-Seoul news citizen internet classroom usersrsquoguide and reservation services land information service micro-dust information online tax system etc1048697

bull Lower level local government cases of Kangnam-gu Office1048697Internet broadcasting1048697Lecture for university entrance examination additional lecture services for K-12 students area news etc1048697CCTV system in preventing urban crimes1048697Online Kindergarten watch system parents can see how their kidsare doing through internet21Sung

Electronic interactions in communities

Delivery models of e-government servicesbull Government-to-government (G2G)

ndash This represents the backbone of e-government It involves sharing data and conducting electronic exchanges between governmental departments rather than being focused on the specific agency or agencies responsible for administering programs and policies

bull Government-to-business (G2B)ndash It includes both the sale of surplus government goods to the public as well as

the procurement of goods and services It aims to more effectively work with the private sector because of the high enthusiasm of this private sector and the potential for reducing costs through improved procurement practices and increased competition

bull Government-to-citizen (G2C) ndash This provides opportunities for greater citizen access to and interaction with

the government This is what some observers perceive to be the primary goal of e-government

32

E-governments interactions

Interaction levels in e-government

1 Information Making information available online for example on the Website of a public authority

2 Communication The ability to interactively access and exchange information

3 Transactions Carrying out services including signing application forms and delivering official documents and notifications electronically

Features of types of e-government

bull G2C Use the web for accessing services such as benefits loans recreational sites andor educational material etc Key lines of business social services recreation and natural resources grants and loans taxes etc

bull G2B Reduce burden on business by adopting process that enable collecting data once for multiple uses and streaming redundant data Key lines of business regulation economic development trade permitslicenses grantsloans asset management etc

bull G2G1048697Share and integrate all the data and documents at all different levels of governments such as federal state and local1048697Key lines of business economic development recreation and natural resources public safety law enforcement disaster response management grantsloans etc1048697Internal effectiveness and efficiency1048697Adopt commercial best practices in government operation reduce costs while increase outputs etc1048697Key lines of business supply chain management in government operations human resource management financial optimization etc

Types of E-Government (with examples)

bull BARRIERS AND OBSTACLES1048697Stakeholder resistance1048697Resistance from those who are benefitted most before e-government is introduced1048697How to mitigate mobilize the high level of political commitment persuade congressional leadership use incentives invite competition among agencies by linking the performance evaluation and incentives etc1048697Lack of trust1048697People do not trust the authenticity of electronically transferred data and documents1048697How to mitigate incorporate every possible security and safety measures in all business lines1048697Insufficient resources1048697Too much works(systems manpower etc) is necessary to provide appropriate services through e-government1048697How to mitigate efficient use of resources give priorities to individual programsprojects select and concentration strategies to the programs with the biggest impacts and utilities 1048697Lack of ITA(IT architecture)1048697Each agency adopts unique system andor SW that does not match with each other1048697How to mitigate standardization introduce common systems from the central government etc

bull Five stages1048697emerging rarrenhanced rarrinteractive rarrtransactional rarrseamless1048697Online information provision rarrbasic infra rarrservice provision rarrtransactions rarrintegrated services1048697Websites rarrunilateral information provision rarrinteractive information provision rarronline services managed rarrintegrated online services available

bull A new model for e-government reflecting balanced development of all aspects1048697Three aspects to be considered1048697E-democracy Open information rarre-community rarronline participation rarre-Governance 1048697Services Providing information rarronline services rarrone-stop portal rarrzero-stop CRM1048697Productivity DB rarronline process rarrback-office reengineering rarrorganizational transformation

bull Key elements of e-government development strategies1048697Strong leadership top-level leadership commitment and those at the organizational levels 1048697Develop and reconfigure current work flow1048697Progressively implement tasks according to priority1048697Evaluate system usability economic benefits and aftermath effects and implement further development plans as required1048697Reengineer the current off-line based operating procedures in all government activities to fit the online environment1048697Construct an integrated information resources environment1048697Seek out and apply good examples1048697Make a continuous effort to get rid of digital divides1048697Best strategies1048697No uniform answer1048697E-government is not a simple application of IT upon the existing government1048697Building e-government is just another beginning

bull KISS (wwwimmigrationgokr)bull 1048697Korea Immigration Smart Servicebull 1048697Received Public Service Award from the UN 2007bull 1048697Average waiting time decreased 60bull 1048697Inboundbull 1048697Before 20 minutes for Koreans 43 minutes for foreignersbull 1048697After 8 minutes for Koreans 17 minutes for foreignersbull 1048697Outboundbull 1048697Before 17 minutesbull 1048697After 7 minutesbull 1048697Home Tax Service (wwwhometaxgokr)bull 1048697Non-stop service for taxationbull 1048697e-filing e-Notification e-Payment and e-Issuance of certificatesbull 1048697Reduce costsbull 1048697Direct cost 460 billion won annuallybull 1048697Efficient and transparent tax administration contribute to reduce related administrative costs

bull UNI-PASS (wwwcustomsgokr)bull 1048697Customs clearance service anytime anywherebull 1048697Provide the fastest service among 171 member countries

in WCO (World Customs Organization)bull 1048697Performancebull 1048697Import from 2 or more days to 15 hoursbull 1048697Export from 1 or more days to 15 hoursbull 1048697Customs refund from 2 or more days to 52 hoursbull 1048697Customs payment from 4 or more days to 10 minutes

bull KIPOnet (wwwkipogokr)bull 1048697Ubiquitous IPR management systembull 1048697247 service availablebull 1048697Online application inquirybull 1048697Show the application processes and issue notice onlinebull 1048697Online issuance of various certificatesbull 1048697First introduce home-working among governmentbull 1048697KONEPS (wwwg2bgokr)bull 1048697E-commerce of government procurementbull 104869736000 agencies 170000 firms use KONEPSbull 1048697180000 visit everydaybull 104869744000 trillion won in 2006bull 104869727000 trillion contracted in e-commercebull 1048697UNCEFACT standard (March 20050 Global IT Excellence Award (May 2006) e-Asia Award (Aug

2007)

bull DART (wwwfscgokr)bull 1048697Data analysis retrieval and transfer systembull 1048697Fast and convenient access to huge business and finance

databases using ITbull 1048697305 million inquiries in 2006bull 1048697POSTNET (wwwkoreapostgokr)bull 1048697Web-based post service systembull 1048697Allow integrated services of all post office related services

including internet shopping using PDA GISGPS and so onbull 1048697400000 visitors everydaybull 1048697Exported to 15 countries including UK US Taiwan and India

bull G4C (wwwegovgokr) bull A web-based government portal for citizens1048697Allow multichannel access to

government services1048697Fast and convenient services1048697Introduce how inquires are managed (5100 kinds)1048697Review public document online (25 kinds)1048697Issue public certificate online (32 kinds)1048697Various applications (about 720 kinds1048697

bull Metropolitan Government of the City of Seoul1048697E-Government portal bus lines map service OPEN system hi-Seoul news citizen internet classroom usersrsquoguide and reservation services land information service micro-dust information online tax system etc1048697

bull Lower level local government cases of Kangnam-gu Office1048697Internet broadcasting1048697Lecture for university entrance examination additional lecture services for K-12 students area news etc1048697CCTV system in preventing urban crimes1048697Online Kindergarten watch system parents can see how their kidsare doing through internet21Sung

Delivery models of e-government servicesbull Government-to-government (G2G)

ndash This represents the backbone of e-government It involves sharing data and conducting electronic exchanges between governmental departments rather than being focused on the specific agency or agencies responsible for administering programs and policies

bull Government-to-business (G2B)ndash It includes both the sale of surplus government goods to the public as well as

the procurement of goods and services It aims to more effectively work with the private sector because of the high enthusiasm of this private sector and the potential for reducing costs through improved procurement practices and increased competition

bull Government-to-citizen (G2C) ndash This provides opportunities for greater citizen access to and interaction with

the government This is what some observers perceive to be the primary goal of e-government

32

E-governments interactions

Interaction levels in e-government

1 Information Making information available online for example on the Website of a public authority

2 Communication The ability to interactively access and exchange information

3 Transactions Carrying out services including signing application forms and delivering official documents and notifications electronically

Features of types of e-government

bull G2C Use the web for accessing services such as benefits loans recreational sites andor educational material etc Key lines of business social services recreation and natural resources grants and loans taxes etc

bull G2B Reduce burden on business by adopting process that enable collecting data once for multiple uses and streaming redundant data Key lines of business regulation economic development trade permitslicenses grantsloans asset management etc

bull G2G1048697Share and integrate all the data and documents at all different levels of governments such as federal state and local1048697Key lines of business economic development recreation and natural resources public safety law enforcement disaster response management grantsloans etc1048697Internal effectiveness and efficiency1048697Adopt commercial best practices in government operation reduce costs while increase outputs etc1048697Key lines of business supply chain management in government operations human resource management financial optimization etc

Types of E-Government (with examples)

bull BARRIERS AND OBSTACLES1048697Stakeholder resistance1048697Resistance from those who are benefitted most before e-government is introduced1048697How to mitigate mobilize the high level of political commitment persuade congressional leadership use incentives invite competition among agencies by linking the performance evaluation and incentives etc1048697Lack of trust1048697People do not trust the authenticity of electronically transferred data and documents1048697How to mitigate incorporate every possible security and safety measures in all business lines1048697Insufficient resources1048697Too much works(systems manpower etc) is necessary to provide appropriate services through e-government1048697How to mitigate efficient use of resources give priorities to individual programsprojects select and concentration strategies to the programs with the biggest impacts and utilities 1048697Lack of ITA(IT architecture)1048697Each agency adopts unique system andor SW that does not match with each other1048697How to mitigate standardization introduce common systems from the central government etc

bull Five stages1048697emerging rarrenhanced rarrinteractive rarrtransactional rarrseamless1048697Online information provision rarrbasic infra rarrservice provision rarrtransactions rarrintegrated services1048697Websites rarrunilateral information provision rarrinteractive information provision rarronline services managed rarrintegrated online services available

bull A new model for e-government reflecting balanced development of all aspects1048697Three aspects to be considered1048697E-democracy Open information rarre-community rarronline participation rarre-Governance 1048697Services Providing information rarronline services rarrone-stop portal rarrzero-stop CRM1048697Productivity DB rarronline process rarrback-office reengineering rarrorganizational transformation

bull Key elements of e-government development strategies1048697Strong leadership top-level leadership commitment and those at the organizational levels 1048697Develop and reconfigure current work flow1048697Progressively implement tasks according to priority1048697Evaluate system usability economic benefits and aftermath effects and implement further development plans as required1048697Reengineer the current off-line based operating procedures in all government activities to fit the online environment1048697Construct an integrated information resources environment1048697Seek out and apply good examples1048697Make a continuous effort to get rid of digital divides1048697Best strategies1048697No uniform answer1048697E-government is not a simple application of IT upon the existing government1048697Building e-government is just another beginning

bull KISS (wwwimmigrationgokr)bull 1048697Korea Immigration Smart Servicebull 1048697Received Public Service Award from the UN 2007bull 1048697Average waiting time decreased 60bull 1048697Inboundbull 1048697Before 20 minutes for Koreans 43 minutes for foreignersbull 1048697After 8 minutes for Koreans 17 minutes for foreignersbull 1048697Outboundbull 1048697Before 17 minutesbull 1048697After 7 minutesbull 1048697Home Tax Service (wwwhometaxgokr)bull 1048697Non-stop service for taxationbull 1048697e-filing e-Notification e-Payment and e-Issuance of certificatesbull 1048697Reduce costsbull 1048697Direct cost 460 billion won annuallybull 1048697Efficient and transparent tax administration contribute to reduce related administrative costs

bull UNI-PASS (wwwcustomsgokr)bull 1048697Customs clearance service anytime anywherebull 1048697Provide the fastest service among 171 member countries

in WCO (World Customs Organization)bull 1048697Performancebull 1048697Import from 2 or more days to 15 hoursbull 1048697Export from 1 or more days to 15 hoursbull 1048697Customs refund from 2 or more days to 52 hoursbull 1048697Customs payment from 4 or more days to 10 minutes

bull KIPOnet (wwwkipogokr)bull 1048697Ubiquitous IPR management systembull 1048697247 service availablebull 1048697Online application inquirybull 1048697Show the application processes and issue notice onlinebull 1048697Online issuance of various certificatesbull 1048697First introduce home-working among governmentbull 1048697KONEPS (wwwg2bgokr)bull 1048697E-commerce of government procurementbull 104869736000 agencies 170000 firms use KONEPSbull 1048697180000 visit everydaybull 104869744000 trillion won in 2006bull 104869727000 trillion contracted in e-commercebull 1048697UNCEFACT standard (March 20050 Global IT Excellence Award (May 2006) e-Asia Award (Aug

2007)

bull DART (wwwfscgokr)bull 1048697Data analysis retrieval and transfer systembull 1048697Fast and convenient access to huge business and finance

databases using ITbull 1048697305 million inquiries in 2006bull 1048697POSTNET (wwwkoreapostgokr)bull 1048697Web-based post service systembull 1048697Allow integrated services of all post office related services

including internet shopping using PDA GISGPS and so onbull 1048697400000 visitors everydaybull 1048697Exported to 15 countries including UK US Taiwan and India

bull G4C (wwwegovgokr) bull A web-based government portal for citizens1048697Allow multichannel access to

government services1048697Fast and convenient services1048697Introduce how inquires are managed (5100 kinds)1048697Review public document online (25 kinds)1048697Issue public certificate online (32 kinds)1048697Various applications (about 720 kinds1048697

bull Metropolitan Government of the City of Seoul1048697E-Government portal bus lines map service OPEN system hi-Seoul news citizen internet classroom usersrsquoguide and reservation services land information service micro-dust information online tax system etc1048697

bull Lower level local government cases of Kangnam-gu Office1048697Internet broadcasting1048697Lecture for university entrance examination additional lecture services for K-12 students area news etc1048697CCTV system in preventing urban crimes1048697Online Kindergarten watch system parents can see how their kidsare doing through internet21Sung

E-governments interactions

Interaction levels in e-government

1 Information Making information available online for example on the Website of a public authority

2 Communication The ability to interactively access and exchange information

3 Transactions Carrying out services including signing application forms and delivering official documents and notifications electronically

Features of types of e-government

bull G2C Use the web for accessing services such as benefits loans recreational sites andor educational material etc Key lines of business social services recreation and natural resources grants and loans taxes etc

bull G2B Reduce burden on business by adopting process that enable collecting data once for multiple uses and streaming redundant data Key lines of business regulation economic development trade permitslicenses grantsloans asset management etc

bull G2G1048697Share and integrate all the data and documents at all different levels of governments such as federal state and local1048697Key lines of business economic development recreation and natural resources public safety law enforcement disaster response management grantsloans etc1048697Internal effectiveness and efficiency1048697Adopt commercial best practices in government operation reduce costs while increase outputs etc1048697Key lines of business supply chain management in government operations human resource management financial optimization etc

Types of E-Government (with examples)

bull BARRIERS AND OBSTACLES1048697Stakeholder resistance1048697Resistance from those who are benefitted most before e-government is introduced1048697How to mitigate mobilize the high level of political commitment persuade congressional leadership use incentives invite competition among agencies by linking the performance evaluation and incentives etc1048697Lack of trust1048697People do not trust the authenticity of electronically transferred data and documents1048697How to mitigate incorporate every possible security and safety measures in all business lines1048697Insufficient resources1048697Too much works(systems manpower etc) is necessary to provide appropriate services through e-government1048697How to mitigate efficient use of resources give priorities to individual programsprojects select and concentration strategies to the programs with the biggest impacts and utilities 1048697Lack of ITA(IT architecture)1048697Each agency adopts unique system andor SW that does not match with each other1048697How to mitigate standardization introduce common systems from the central government etc

bull Five stages1048697emerging rarrenhanced rarrinteractive rarrtransactional rarrseamless1048697Online information provision rarrbasic infra rarrservice provision rarrtransactions rarrintegrated services1048697Websites rarrunilateral information provision rarrinteractive information provision rarronline services managed rarrintegrated online services available

bull A new model for e-government reflecting balanced development of all aspects1048697Three aspects to be considered1048697E-democracy Open information rarre-community rarronline participation rarre-Governance 1048697Services Providing information rarronline services rarrone-stop portal rarrzero-stop CRM1048697Productivity DB rarronline process rarrback-office reengineering rarrorganizational transformation

bull Key elements of e-government development strategies1048697Strong leadership top-level leadership commitment and those at the organizational levels 1048697Develop and reconfigure current work flow1048697Progressively implement tasks according to priority1048697Evaluate system usability economic benefits and aftermath effects and implement further development plans as required1048697Reengineer the current off-line based operating procedures in all government activities to fit the online environment1048697Construct an integrated information resources environment1048697Seek out and apply good examples1048697Make a continuous effort to get rid of digital divides1048697Best strategies1048697No uniform answer1048697E-government is not a simple application of IT upon the existing government1048697Building e-government is just another beginning

bull KISS (wwwimmigrationgokr)bull 1048697Korea Immigration Smart Servicebull 1048697Received Public Service Award from the UN 2007bull 1048697Average waiting time decreased 60bull 1048697Inboundbull 1048697Before 20 minutes for Koreans 43 minutes for foreignersbull 1048697After 8 minutes for Koreans 17 minutes for foreignersbull 1048697Outboundbull 1048697Before 17 minutesbull 1048697After 7 minutesbull 1048697Home Tax Service (wwwhometaxgokr)bull 1048697Non-stop service for taxationbull 1048697e-filing e-Notification e-Payment and e-Issuance of certificatesbull 1048697Reduce costsbull 1048697Direct cost 460 billion won annuallybull 1048697Efficient and transparent tax administration contribute to reduce related administrative costs

bull UNI-PASS (wwwcustomsgokr)bull 1048697Customs clearance service anytime anywherebull 1048697Provide the fastest service among 171 member countries

in WCO (World Customs Organization)bull 1048697Performancebull 1048697Import from 2 or more days to 15 hoursbull 1048697Export from 1 or more days to 15 hoursbull 1048697Customs refund from 2 or more days to 52 hoursbull 1048697Customs payment from 4 or more days to 10 minutes

bull KIPOnet (wwwkipogokr)bull 1048697Ubiquitous IPR management systembull 1048697247 service availablebull 1048697Online application inquirybull 1048697Show the application processes and issue notice onlinebull 1048697Online issuance of various certificatesbull 1048697First introduce home-working among governmentbull 1048697KONEPS (wwwg2bgokr)bull 1048697E-commerce of government procurementbull 104869736000 agencies 170000 firms use KONEPSbull 1048697180000 visit everydaybull 104869744000 trillion won in 2006bull 104869727000 trillion contracted in e-commercebull 1048697UNCEFACT standard (March 20050 Global IT Excellence Award (May 2006) e-Asia Award (Aug

2007)

bull DART (wwwfscgokr)bull 1048697Data analysis retrieval and transfer systembull 1048697Fast and convenient access to huge business and finance

databases using ITbull 1048697305 million inquiries in 2006bull 1048697POSTNET (wwwkoreapostgokr)bull 1048697Web-based post service systembull 1048697Allow integrated services of all post office related services

including internet shopping using PDA GISGPS and so onbull 1048697400000 visitors everydaybull 1048697Exported to 15 countries including UK US Taiwan and India

bull G4C (wwwegovgokr) bull A web-based government portal for citizens1048697Allow multichannel access to

government services1048697Fast and convenient services1048697Introduce how inquires are managed (5100 kinds)1048697Review public document online (25 kinds)1048697Issue public certificate online (32 kinds)1048697Various applications (about 720 kinds1048697

bull Metropolitan Government of the City of Seoul1048697E-Government portal bus lines map service OPEN system hi-Seoul news citizen internet classroom usersrsquoguide and reservation services land information service micro-dust information online tax system etc1048697

bull Lower level local government cases of Kangnam-gu Office1048697Internet broadcasting1048697Lecture for university entrance examination additional lecture services for K-12 students area news etc1048697CCTV system in preventing urban crimes1048697Online Kindergarten watch system parents can see how their kidsare doing through internet21Sung

Interaction levels in e-government

1 Information Making information available online for example on the Website of a public authority

2 Communication The ability to interactively access and exchange information

3 Transactions Carrying out services including signing application forms and delivering official documents and notifications electronically

Features of types of e-government

bull G2C Use the web for accessing services such as benefits loans recreational sites andor educational material etc Key lines of business social services recreation and natural resources grants and loans taxes etc

bull G2B Reduce burden on business by adopting process that enable collecting data once for multiple uses and streaming redundant data Key lines of business regulation economic development trade permitslicenses grantsloans asset management etc

bull G2G1048697Share and integrate all the data and documents at all different levels of governments such as federal state and local1048697Key lines of business economic development recreation and natural resources public safety law enforcement disaster response management grantsloans etc1048697Internal effectiveness and efficiency1048697Adopt commercial best practices in government operation reduce costs while increase outputs etc1048697Key lines of business supply chain management in government operations human resource management financial optimization etc

Types of E-Government (with examples)

bull BARRIERS AND OBSTACLES1048697Stakeholder resistance1048697Resistance from those who are benefitted most before e-government is introduced1048697How to mitigate mobilize the high level of political commitment persuade congressional leadership use incentives invite competition among agencies by linking the performance evaluation and incentives etc1048697Lack of trust1048697People do not trust the authenticity of electronically transferred data and documents1048697How to mitigate incorporate every possible security and safety measures in all business lines1048697Insufficient resources1048697Too much works(systems manpower etc) is necessary to provide appropriate services through e-government1048697How to mitigate efficient use of resources give priorities to individual programsprojects select and concentration strategies to the programs with the biggest impacts and utilities 1048697Lack of ITA(IT architecture)1048697Each agency adopts unique system andor SW that does not match with each other1048697How to mitigate standardization introduce common systems from the central government etc

bull Five stages1048697emerging rarrenhanced rarrinteractive rarrtransactional rarrseamless1048697Online information provision rarrbasic infra rarrservice provision rarrtransactions rarrintegrated services1048697Websites rarrunilateral information provision rarrinteractive information provision rarronline services managed rarrintegrated online services available

bull A new model for e-government reflecting balanced development of all aspects1048697Three aspects to be considered1048697E-democracy Open information rarre-community rarronline participation rarre-Governance 1048697Services Providing information rarronline services rarrone-stop portal rarrzero-stop CRM1048697Productivity DB rarronline process rarrback-office reengineering rarrorganizational transformation

bull Key elements of e-government development strategies1048697Strong leadership top-level leadership commitment and those at the organizational levels 1048697Develop and reconfigure current work flow1048697Progressively implement tasks according to priority1048697Evaluate system usability economic benefits and aftermath effects and implement further development plans as required1048697Reengineer the current off-line based operating procedures in all government activities to fit the online environment1048697Construct an integrated information resources environment1048697Seek out and apply good examples1048697Make a continuous effort to get rid of digital divides1048697Best strategies1048697No uniform answer1048697E-government is not a simple application of IT upon the existing government1048697Building e-government is just another beginning

bull KISS (wwwimmigrationgokr)bull 1048697Korea Immigration Smart Servicebull 1048697Received Public Service Award from the UN 2007bull 1048697Average waiting time decreased 60bull 1048697Inboundbull 1048697Before 20 minutes for Koreans 43 minutes for foreignersbull 1048697After 8 minutes for Koreans 17 minutes for foreignersbull 1048697Outboundbull 1048697Before 17 minutesbull 1048697After 7 minutesbull 1048697Home Tax Service (wwwhometaxgokr)bull 1048697Non-stop service for taxationbull 1048697e-filing e-Notification e-Payment and e-Issuance of certificatesbull 1048697Reduce costsbull 1048697Direct cost 460 billion won annuallybull 1048697Efficient and transparent tax administration contribute to reduce related administrative costs

bull UNI-PASS (wwwcustomsgokr)bull 1048697Customs clearance service anytime anywherebull 1048697Provide the fastest service among 171 member countries

in WCO (World Customs Organization)bull 1048697Performancebull 1048697Import from 2 or more days to 15 hoursbull 1048697Export from 1 or more days to 15 hoursbull 1048697Customs refund from 2 or more days to 52 hoursbull 1048697Customs payment from 4 or more days to 10 minutes

bull KIPOnet (wwwkipogokr)bull 1048697Ubiquitous IPR management systembull 1048697247 service availablebull 1048697Online application inquirybull 1048697Show the application processes and issue notice onlinebull 1048697Online issuance of various certificatesbull 1048697First introduce home-working among governmentbull 1048697KONEPS (wwwg2bgokr)bull 1048697E-commerce of government procurementbull 104869736000 agencies 170000 firms use KONEPSbull 1048697180000 visit everydaybull 104869744000 trillion won in 2006bull 104869727000 trillion contracted in e-commercebull 1048697UNCEFACT standard (March 20050 Global IT Excellence Award (May 2006) e-Asia Award (Aug

2007)

bull DART (wwwfscgokr)bull 1048697Data analysis retrieval and transfer systembull 1048697Fast and convenient access to huge business and finance

databases using ITbull 1048697305 million inquiries in 2006bull 1048697POSTNET (wwwkoreapostgokr)bull 1048697Web-based post service systembull 1048697Allow integrated services of all post office related services

including internet shopping using PDA GISGPS and so onbull 1048697400000 visitors everydaybull 1048697Exported to 15 countries including UK US Taiwan and India

bull G4C (wwwegovgokr) bull A web-based government portal for citizens1048697Allow multichannel access to

government services1048697Fast and convenient services1048697Introduce how inquires are managed (5100 kinds)1048697Review public document online (25 kinds)1048697Issue public certificate online (32 kinds)1048697Various applications (about 720 kinds1048697

bull Metropolitan Government of the City of Seoul1048697E-Government portal bus lines map service OPEN system hi-Seoul news citizen internet classroom usersrsquoguide and reservation services land information service micro-dust information online tax system etc1048697

bull Lower level local government cases of Kangnam-gu Office1048697Internet broadcasting1048697Lecture for university entrance examination additional lecture services for K-12 students area news etc1048697CCTV system in preventing urban crimes1048697Online Kindergarten watch system parents can see how their kidsare doing through internet21Sung

Features of types of e-government

bull G2C Use the web for accessing services such as benefits loans recreational sites andor educational material etc Key lines of business social services recreation and natural resources grants and loans taxes etc

bull G2B Reduce burden on business by adopting process that enable collecting data once for multiple uses and streaming redundant data Key lines of business regulation economic development trade permitslicenses grantsloans asset management etc

bull G2G1048697Share and integrate all the data and documents at all different levels of governments such as federal state and local1048697Key lines of business economic development recreation and natural resources public safety law enforcement disaster response management grantsloans etc1048697Internal effectiveness and efficiency1048697Adopt commercial best practices in government operation reduce costs while increase outputs etc1048697Key lines of business supply chain management in government operations human resource management financial optimization etc

Types of E-Government (with examples)

bull BARRIERS AND OBSTACLES1048697Stakeholder resistance1048697Resistance from those who are benefitted most before e-government is introduced1048697How to mitigate mobilize the high level of political commitment persuade congressional leadership use incentives invite competition among agencies by linking the performance evaluation and incentives etc1048697Lack of trust1048697People do not trust the authenticity of electronically transferred data and documents1048697How to mitigate incorporate every possible security and safety measures in all business lines1048697Insufficient resources1048697Too much works(systems manpower etc) is necessary to provide appropriate services through e-government1048697How to mitigate efficient use of resources give priorities to individual programsprojects select and concentration strategies to the programs with the biggest impacts and utilities 1048697Lack of ITA(IT architecture)1048697Each agency adopts unique system andor SW that does not match with each other1048697How to mitigate standardization introduce common systems from the central government etc

bull Five stages1048697emerging rarrenhanced rarrinteractive rarrtransactional rarrseamless1048697Online information provision rarrbasic infra rarrservice provision rarrtransactions rarrintegrated services1048697Websites rarrunilateral information provision rarrinteractive information provision rarronline services managed rarrintegrated online services available

bull A new model for e-government reflecting balanced development of all aspects1048697Three aspects to be considered1048697E-democracy Open information rarre-community rarronline participation rarre-Governance 1048697Services Providing information rarronline services rarrone-stop portal rarrzero-stop CRM1048697Productivity DB rarronline process rarrback-office reengineering rarrorganizational transformation

bull Key elements of e-government development strategies1048697Strong leadership top-level leadership commitment and those at the organizational levels 1048697Develop and reconfigure current work flow1048697Progressively implement tasks according to priority1048697Evaluate system usability economic benefits and aftermath effects and implement further development plans as required1048697Reengineer the current off-line based operating procedures in all government activities to fit the online environment1048697Construct an integrated information resources environment1048697Seek out and apply good examples1048697Make a continuous effort to get rid of digital divides1048697Best strategies1048697No uniform answer1048697E-government is not a simple application of IT upon the existing government1048697Building e-government is just another beginning

bull KISS (wwwimmigrationgokr)bull 1048697Korea Immigration Smart Servicebull 1048697Received Public Service Award from the UN 2007bull 1048697Average waiting time decreased 60bull 1048697Inboundbull 1048697Before 20 minutes for Koreans 43 minutes for foreignersbull 1048697After 8 minutes for Koreans 17 minutes for foreignersbull 1048697Outboundbull 1048697Before 17 minutesbull 1048697After 7 minutesbull 1048697Home Tax Service (wwwhometaxgokr)bull 1048697Non-stop service for taxationbull 1048697e-filing e-Notification e-Payment and e-Issuance of certificatesbull 1048697Reduce costsbull 1048697Direct cost 460 billion won annuallybull 1048697Efficient and transparent tax administration contribute to reduce related administrative costs

bull UNI-PASS (wwwcustomsgokr)bull 1048697Customs clearance service anytime anywherebull 1048697Provide the fastest service among 171 member countries

in WCO (World Customs Organization)bull 1048697Performancebull 1048697Import from 2 or more days to 15 hoursbull 1048697Export from 1 or more days to 15 hoursbull 1048697Customs refund from 2 or more days to 52 hoursbull 1048697Customs payment from 4 or more days to 10 minutes

bull KIPOnet (wwwkipogokr)bull 1048697Ubiquitous IPR management systembull 1048697247 service availablebull 1048697Online application inquirybull 1048697Show the application processes and issue notice onlinebull 1048697Online issuance of various certificatesbull 1048697First introduce home-working among governmentbull 1048697KONEPS (wwwg2bgokr)bull 1048697E-commerce of government procurementbull 104869736000 agencies 170000 firms use KONEPSbull 1048697180000 visit everydaybull 104869744000 trillion won in 2006bull 104869727000 trillion contracted in e-commercebull 1048697UNCEFACT standard (March 20050 Global IT Excellence Award (May 2006) e-Asia Award (Aug

2007)

bull DART (wwwfscgokr)bull 1048697Data analysis retrieval and transfer systembull 1048697Fast and convenient access to huge business and finance

databases using ITbull 1048697305 million inquiries in 2006bull 1048697POSTNET (wwwkoreapostgokr)bull 1048697Web-based post service systembull 1048697Allow integrated services of all post office related services

including internet shopping using PDA GISGPS and so onbull 1048697400000 visitors everydaybull 1048697Exported to 15 countries including UK US Taiwan and India

bull G4C (wwwegovgokr) bull A web-based government portal for citizens1048697Allow multichannel access to

government services1048697Fast and convenient services1048697Introduce how inquires are managed (5100 kinds)1048697Review public document online (25 kinds)1048697Issue public certificate online (32 kinds)1048697Various applications (about 720 kinds1048697

bull Metropolitan Government of the City of Seoul1048697E-Government portal bus lines map service OPEN system hi-Seoul news citizen internet classroom usersrsquoguide and reservation services land information service micro-dust information online tax system etc1048697

bull Lower level local government cases of Kangnam-gu Office1048697Internet broadcasting1048697Lecture for university entrance examination additional lecture services for K-12 students area news etc1048697CCTV system in preventing urban crimes1048697Online Kindergarten watch system parents can see how their kidsare doing through internet21Sung

bull G2C Use the web for accessing services such as benefits loans recreational sites andor educational material etc Key lines of business social services recreation and natural resources grants and loans taxes etc

bull G2B Reduce burden on business by adopting process that enable collecting data once for multiple uses and streaming redundant data Key lines of business regulation economic development trade permitslicenses grantsloans asset management etc

bull G2G1048697Share and integrate all the data and documents at all different levels of governments such as federal state and local1048697Key lines of business economic development recreation and natural resources public safety law enforcement disaster response management grantsloans etc1048697Internal effectiveness and efficiency1048697Adopt commercial best practices in government operation reduce costs while increase outputs etc1048697Key lines of business supply chain management in government operations human resource management financial optimization etc

Types of E-Government (with examples)

bull BARRIERS AND OBSTACLES1048697Stakeholder resistance1048697Resistance from those who are benefitted most before e-government is introduced1048697How to mitigate mobilize the high level of political commitment persuade congressional leadership use incentives invite competition among agencies by linking the performance evaluation and incentives etc1048697Lack of trust1048697People do not trust the authenticity of electronically transferred data and documents1048697How to mitigate incorporate every possible security and safety measures in all business lines1048697Insufficient resources1048697Too much works(systems manpower etc) is necessary to provide appropriate services through e-government1048697How to mitigate efficient use of resources give priorities to individual programsprojects select and concentration strategies to the programs with the biggest impacts and utilities 1048697Lack of ITA(IT architecture)1048697Each agency adopts unique system andor SW that does not match with each other1048697How to mitigate standardization introduce common systems from the central government etc

bull Five stages1048697emerging rarrenhanced rarrinteractive rarrtransactional rarrseamless1048697Online information provision rarrbasic infra rarrservice provision rarrtransactions rarrintegrated services1048697Websites rarrunilateral information provision rarrinteractive information provision rarronline services managed rarrintegrated online services available

bull A new model for e-government reflecting balanced development of all aspects1048697Three aspects to be considered1048697E-democracy Open information rarre-community rarronline participation rarre-Governance 1048697Services Providing information rarronline services rarrone-stop portal rarrzero-stop CRM1048697Productivity DB rarronline process rarrback-office reengineering rarrorganizational transformation

bull Key elements of e-government development strategies1048697Strong leadership top-level leadership commitment and those at the organizational levels 1048697Develop and reconfigure current work flow1048697Progressively implement tasks according to priority1048697Evaluate system usability economic benefits and aftermath effects and implement further development plans as required1048697Reengineer the current off-line based operating procedures in all government activities to fit the online environment1048697Construct an integrated information resources environment1048697Seek out and apply good examples1048697Make a continuous effort to get rid of digital divides1048697Best strategies1048697No uniform answer1048697E-government is not a simple application of IT upon the existing government1048697Building e-government is just another beginning

bull KISS (wwwimmigrationgokr)bull 1048697Korea Immigration Smart Servicebull 1048697Received Public Service Award from the UN 2007bull 1048697Average waiting time decreased 60bull 1048697Inboundbull 1048697Before 20 minutes for Koreans 43 minutes for foreignersbull 1048697After 8 minutes for Koreans 17 minutes for foreignersbull 1048697Outboundbull 1048697Before 17 minutesbull 1048697After 7 minutesbull 1048697Home Tax Service (wwwhometaxgokr)bull 1048697Non-stop service for taxationbull 1048697e-filing e-Notification e-Payment and e-Issuance of certificatesbull 1048697Reduce costsbull 1048697Direct cost 460 billion won annuallybull 1048697Efficient and transparent tax administration contribute to reduce related administrative costs

bull UNI-PASS (wwwcustomsgokr)bull 1048697Customs clearance service anytime anywherebull 1048697Provide the fastest service among 171 member countries

in WCO (World Customs Organization)bull 1048697Performancebull 1048697Import from 2 or more days to 15 hoursbull 1048697Export from 1 or more days to 15 hoursbull 1048697Customs refund from 2 or more days to 52 hoursbull 1048697Customs payment from 4 or more days to 10 minutes

bull KIPOnet (wwwkipogokr)bull 1048697Ubiquitous IPR management systembull 1048697247 service availablebull 1048697Online application inquirybull 1048697Show the application processes and issue notice onlinebull 1048697Online issuance of various certificatesbull 1048697First introduce home-working among governmentbull 1048697KONEPS (wwwg2bgokr)bull 1048697E-commerce of government procurementbull 104869736000 agencies 170000 firms use KONEPSbull 1048697180000 visit everydaybull 104869744000 trillion won in 2006bull 104869727000 trillion contracted in e-commercebull 1048697UNCEFACT standard (March 20050 Global IT Excellence Award (May 2006) e-Asia Award (Aug

2007)

bull DART (wwwfscgokr)bull 1048697Data analysis retrieval and transfer systembull 1048697Fast and convenient access to huge business and finance

databases using ITbull 1048697305 million inquiries in 2006bull 1048697POSTNET (wwwkoreapostgokr)bull 1048697Web-based post service systembull 1048697Allow integrated services of all post office related services

including internet shopping using PDA GISGPS and so onbull 1048697400000 visitors everydaybull 1048697Exported to 15 countries including UK US Taiwan and India

bull G4C (wwwegovgokr) bull A web-based government portal for citizens1048697Allow multichannel access to

government services1048697Fast and convenient services1048697Introduce how inquires are managed (5100 kinds)1048697Review public document online (25 kinds)1048697Issue public certificate online (32 kinds)1048697Various applications (about 720 kinds1048697

bull Metropolitan Government of the City of Seoul1048697E-Government portal bus lines map service OPEN system hi-Seoul news citizen internet classroom usersrsquoguide and reservation services land information service micro-dust information online tax system etc1048697

bull Lower level local government cases of Kangnam-gu Office1048697Internet broadcasting1048697Lecture for university entrance examination additional lecture services for K-12 students area news etc1048697CCTV system in preventing urban crimes1048697Online Kindergarten watch system parents can see how their kidsare doing through internet21Sung

bull G2G1048697Share and integrate all the data and documents at all different levels of governments such as federal state and local1048697Key lines of business economic development recreation and natural resources public safety law enforcement disaster response management grantsloans etc1048697Internal effectiveness and efficiency1048697Adopt commercial best practices in government operation reduce costs while increase outputs etc1048697Key lines of business supply chain management in government operations human resource management financial optimization etc

Types of E-Government (with examples)

bull BARRIERS AND OBSTACLES1048697Stakeholder resistance1048697Resistance from those who are benefitted most before e-government is introduced1048697How to mitigate mobilize the high level of political commitment persuade congressional leadership use incentives invite competition among agencies by linking the performance evaluation and incentives etc1048697Lack of trust1048697People do not trust the authenticity of electronically transferred data and documents1048697How to mitigate incorporate every possible security and safety measures in all business lines1048697Insufficient resources1048697Too much works(systems manpower etc) is necessary to provide appropriate services through e-government1048697How to mitigate efficient use of resources give priorities to individual programsprojects select and concentration strategies to the programs with the biggest impacts and utilities 1048697Lack of ITA(IT architecture)1048697Each agency adopts unique system andor SW that does not match with each other1048697How to mitigate standardization introduce common systems from the central government etc

bull Five stages1048697emerging rarrenhanced rarrinteractive rarrtransactional rarrseamless1048697Online information provision rarrbasic infra rarrservice provision rarrtransactions rarrintegrated services1048697Websites rarrunilateral information provision rarrinteractive information provision rarronline services managed rarrintegrated online services available

bull A new model for e-government reflecting balanced development of all aspects1048697Three aspects to be considered1048697E-democracy Open information rarre-community rarronline participation rarre-Governance 1048697Services Providing information rarronline services rarrone-stop portal rarrzero-stop CRM1048697Productivity DB rarronline process rarrback-office reengineering rarrorganizational transformation

bull Key elements of e-government development strategies1048697Strong leadership top-level leadership commitment and those at the organizational levels 1048697Develop and reconfigure current work flow1048697Progressively implement tasks according to priority1048697Evaluate system usability economic benefits and aftermath effects and implement further development plans as required1048697Reengineer the current off-line based operating procedures in all government activities to fit the online environment1048697Construct an integrated information resources environment1048697Seek out and apply good examples1048697Make a continuous effort to get rid of digital divides1048697Best strategies1048697No uniform answer1048697E-government is not a simple application of IT upon the existing government1048697Building e-government is just another beginning

bull KISS (wwwimmigrationgokr)bull 1048697Korea Immigration Smart Servicebull 1048697Received Public Service Award from the UN 2007bull 1048697Average waiting time decreased 60bull 1048697Inboundbull 1048697Before 20 minutes for Koreans 43 minutes for foreignersbull 1048697After 8 minutes for Koreans 17 minutes for foreignersbull 1048697Outboundbull 1048697Before 17 minutesbull 1048697After 7 minutesbull 1048697Home Tax Service (wwwhometaxgokr)bull 1048697Non-stop service for taxationbull 1048697e-filing e-Notification e-Payment and e-Issuance of certificatesbull 1048697Reduce costsbull 1048697Direct cost 460 billion won annuallybull 1048697Efficient and transparent tax administration contribute to reduce related administrative costs

bull UNI-PASS (wwwcustomsgokr)bull 1048697Customs clearance service anytime anywherebull 1048697Provide the fastest service among 171 member countries

in WCO (World Customs Organization)bull 1048697Performancebull 1048697Import from 2 or more days to 15 hoursbull 1048697Export from 1 or more days to 15 hoursbull 1048697Customs refund from 2 or more days to 52 hoursbull 1048697Customs payment from 4 or more days to 10 minutes

bull KIPOnet (wwwkipogokr)bull 1048697Ubiquitous IPR management systembull 1048697247 service availablebull 1048697Online application inquirybull 1048697Show the application processes and issue notice onlinebull 1048697Online issuance of various certificatesbull 1048697First introduce home-working among governmentbull 1048697KONEPS (wwwg2bgokr)bull 1048697E-commerce of government procurementbull 104869736000 agencies 170000 firms use KONEPSbull 1048697180000 visit everydaybull 104869744000 trillion won in 2006bull 104869727000 trillion contracted in e-commercebull 1048697UNCEFACT standard (March 20050 Global IT Excellence Award (May 2006) e-Asia Award (Aug

2007)

bull DART (wwwfscgokr)bull 1048697Data analysis retrieval and transfer systembull 1048697Fast and convenient access to huge business and finance

databases using ITbull 1048697305 million inquiries in 2006bull 1048697POSTNET (wwwkoreapostgokr)bull 1048697Web-based post service systembull 1048697Allow integrated services of all post office related services

including internet shopping using PDA GISGPS and so onbull 1048697400000 visitors everydaybull 1048697Exported to 15 countries including UK US Taiwan and India

bull G4C (wwwegovgokr) bull A web-based government portal for citizens1048697Allow multichannel access to

government services1048697Fast and convenient services1048697Introduce how inquires are managed (5100 kinds)1048697Review public document online (25 kinds)1048697Issue public certificate online (32 kinds)1048697Various applications (about 720 kinds1048697

bull Metropolitan Government of the City of Seoul1048697E-Government portal bus lines map service OPEN system hi-Seoul news citizen internet classroom usersrsquoguide and reservation services land information service micro-dust information online tax system etc1048697

bull Lower level local government cases of Kangnam-gu Office1048697Internet broadcasting1048697Lecture for university entrance examination additional lecture services for K-12 students area news etc1048697CCTV system in preventing urban crimes1048697Online Kindergarten watch system parents can see how their kidsare doing through internet21Sung

Types of E-Government (with examples)

bull BARRIERS AND OBSTACLES1048697Stakeholder resistance1048697Resistance from those who are benefitted most before e-government is introduced1048697How to mitigate mobilize the high level of political commitment persuade congressional leadership use incentives invite competition among agencies by linking the performance evaluation and incentives etc1048697Lack of trust1048697People do not trust the authenticity of electronically transferred data and documents1048697How to mitigate incorporate every possible security and safety measures in all business lines1048697Insufficient resources1048697Too much works(systems manpower etc) is necessary to provide appropriate services through e-government1048697How to mitigate efficient use of resources give priorities to individual programsprojects select and concentration strategies to the programs with the biggest impacts and utilities 1048697Lack of ITA(IT architecture)1048697Each agency adopts unique system andor SW that does not match with each other1048697How to mitigate standardization introduce common systems from the central government etc

bull Five stages1048697emerging rarrenhanced rarrinteractive rarrtransactional rarrseamless1048697Online information provision rarrbasic infra rarrservice provision rarrtransactions rarrintegrated services1048697Websites rarrunilateral information provision rarrinteractive information provision rarronline services managed rarrintegrated online services available

bull A new model for e-government reflecting balanced development of all aspects1048697Three aspects to be considered1048697E-democracy Open information rarre-community rarronline participation rarre-Governance 1048697Services Providing information rarronline services rarrone-stop portal rarrzero-stop CRM1048697Productivity DB rarronline process rarrback-office reengineering rarrorganizational transformation

bull Key elements of e-government development strategies1048697Strong leadership top-level leadership commitment and those at the organizational levels 1048697Develop and reconfigure current work flow1048697Progressively implement tasks according to priority1048697Evaluate system usability economic benefits and aftermath effects and implement further development plans as required1048697Reengineer the current off-line based operating procedures in all government activities to fit the online environment1048697Construct an integrated information resources environment1048697Seek out and apply good examples1048697Make a continuous effort to get rid of digital divides1048697Best strategies1048697No uniform answer1048697E-government is not a simple application of IT upon the existing government1048697Building e-government is just another beginning

bull KISS (wwwimmigrationgokr)bull 1048697Korea Immigration Smart Servicebull 1048697Received Public Service Award from the UN 2007bull 1048697Average waiting time decreased 60bull 1048697Inboundbull 1048697Before 20 minutes for Koreans 43 minutes for foreignersbull 1048697After 8 minutes for Koreans 17 minutes for foreignersbull 1048697Outboundbull 1048697Before 17 minutesbull 1048697After 7 minutesbull 1048697Home Tax Service (wwwhometaxgokr)bull 1048697Non-stop service for taxationbull 1048697e-filing e-Notification e-Payment and e-Issuance of certificatesbull 1048697Reduce costsbull 1048697Direct cost 460 billion won annuallybull 1048697Efficient and transparent tax administration contribute to reduce related administrative costs

bull UNI-PASS (wwwcustomsgokr)bull 1048697Customs clearance service anytime anywherebull 1048697Provide the fastest service among 171 member countries

in WCO (World Customs Organization)bull 1048697Performancebull 1048697Import from 2 or more days to 15 hoursbull 1048697Export from 1 or more days to 15 hoursbull 1048697Customs refund from 2 or more days to 52 hoursbull 1048697Customs payment from 4 or more days to 10 minutes

bull KIPOnet (wwwkipogokr)bull 1048697Ubiquitous IPR management systembull 1048697247 service availablebull 1048697Online application inquirybull 1048697Show the application processes and issue notice onlinebull 1048697Online issuance of various certificatesbull 1048697First introduce home-working among governmentbull 1048697KONEPS (wwwg2bgokr)bull 1048697E-commerce of government procurementbull 104869736000 agencies 170000 firms use KONEPSbull 1048697180000 visit everydaybull 104869744000 trillion won in 2006bull 104869727000 trillion contracted in e-commercebull 1048697UNCEFACT standard (March 20050 Global IT Excellence Award (May 2006) e-Asia Award (Aug

2007)

bull DART (wwwfscgokr)bull 1048697Data analysis retrieval and transfer systembull 1048697Fast and convenient access to huge business and finance

databases using ITbull 1048697305 million inquiries in 2006bull 1048697POSTNET (wwwkoreapostgokr)bull 1048697Web-based post service systembull 1048697Allow integrated services of all post office related services

including internet shopping using PDA GISGPS and so onbull 1048697400000 visitors everydaybull 1048697Exported to 15 countries including UK US Taiwan and India

bull G4C (wwwegovgokr) bull A web-based government portal for citizens1048697Allow multichannel access to

government services1048697Fast and convenient services1048697Introduce how inquires are managed (5100 kinds)1048697Review public document online (25 kinds)1048697Issue public certificate online (32 kinds)1048697Various applications (about 720 kinds1048697

bull Metropolitan Government of the City of Seoul1048697E-Government portal bus lines map service OPEN system hi-Seoul news citizen internet classroom usersrsquoguide and reservation services land information service micro-dust information online tax system etc1048697

bull Lower level local government cases of Kangnam-gu Office1048697Internet broadcasting1048697Lecture for university entrance examination additional lecture services for K-12 students area news etc1048697CCTV system in preventing urban crimes1048697Online Kindergarten watch system parents can see how their kidsare doing through internet21Sung

bull BARRIERS AND OBSTACLES1048697Stakeholder resistance1048697Resistance from those who are benefitted most before e-government is introduced1048697How to mitigate mobilize the high level of political commitment persuade congressional leadership use incentives invite competition among agencies by linking the performance evaluation and incentives etc1048697Lack of trust1048697People do not trust the authenticity of electronically transferred data and documents1048697How to mitigate incorporate every possible security and safety measures in all business lines1048697Insufficient resources1048697Too much works(systems manpower etc) is necessary to provide appropriate services through e-government1048697How to mitigate efficient use of resources give priorities to individual programsprojects select and concentration strategies to the programs with the biggest impacts and utilities 1048697Lack of ITA(IT architecture)1048697Each agency adopts unique system andor SW that does not match with each other1048697How to mitigate standardization introduce common systems from the central government etc

bull Five stages1048697emerging rarrenhanced rarrinteractive rarrtransactional rarrseamless1048697Online information provision rarrbasic infra rarrservice provision rarrtransactions rarrintegrated services1048697Websites rarrunilateral information provision rarrinteractive information provision rarronline services managed rarrintegrated online services available

bull A new model for e-government reflecting balanced development of all aspects1048697Three aspects to be considered1048697E-democracy Open information rarre-community rarronline participation rarre-Governance 1048697Services Providing information rarronline services rarrone-stop portal rarrzero-stop CRM1048697Productivity DB rarronline process rarrback-office reengineering rarrorganizational transformation

bull Key elements of e-government development strategies1048697Strong leadership top-level leadership commitment and those at the organizational levels 1048697Develop and reconfigure current work flow1048697Progressively implement tasks according to priority1048697Evaluate system usability economic benefits and aftermath effects and implement further development plans as required1048697Reengineer the current off-line based operating procedures in all government activities to fit the online environment1048697Construct an integrated information resources environment1048697Seek out and apply good examples1048697Make a continuous effort to get rid of digital divides1048697Best strategies1048697No uniform answer1048697E-government is not a simple application of IT upon the existing government1048697Building e-government is just another beginning

bull KISS (wwwimmigrationgokr)bull 1048697Korea Immigration Smart Servicebull 1048697Received Public Service Award from the UN 2007bull 1048697Average waiting time decreased 60bull 1048697Inboundbull 1048697Before 20 minutes for Koreans 43 minutes for foreignersbull 1048697After 8 minutes for Koreans 17 minutes for foreignersbull 1048697Outboundbull 1048697Before 17 minutesbull 1048697After 7 minutesbull 1048697Home Tax Service (wwwhometaxgokr)bull 1048697Non-stop service for taxationbull 1048697e-filing e-Notification e-Payment and e-Issuance of certificatesbull 1048697Reduce costsbull 1048697Direct cost 460 billion won annuallybull 1048697Efficient and transparent tax administration contribute to reduce related administrative costs

bull UNI-PASS (wwwcustomsgokr)bull 1048697Customs clearance service anytime anywherebull 1048697Provide the fastest service among 171 member countries

in WCO (World Customs Organization)bull 1048697Performancebull 1048697Import from 2 or more days to 15 hoursbull 1048697Export from 1 or more days to 15 hoursbull 1048697Customs refund from 2 or more days to 52 hoursbull 1048697Customs payment from 4 or more days to 10 minutes

bull KIPOnet (wwwkipogokr)bull 1048697Ubiquitous IPR management systembull 1048697247 service availablebull 1048697Online application inquirybull 1048697Show the application processes and issue notice onlinebull 1048697Online issuance of various certificatesbull 1048697First introduce home-working among governmentbull 1048697KONEPS (wwwg2bgokr)bull 1048697E-commerce of government procurementbull 104869736000 agencies 170000 firms use KONEPSbull 1048697180000 visit everydaybull 104869744000 trillion won in 2006bull 104869727000 trillion contracted in e-commercebull 1048697UNCEFACT standard (March 20050 Global IT Excellence Award (May 2006) e-Asia Award (Aug

2007)

bull DART (wwwfscgokr)bull 1048697Data analysis retrieval and transfer systembull 1048697Fast and convenient access to huge business and finance

databases using ITbull 1048697305 million inquiries in 2006bull 1048697POSTNET (wwwkoreapostgokr)bull 1048697Web-based post service systembull 1048697Allow integrated services of all post office related services

including internet shopping using PDA GISGPS and so onbull 1048697400000 visitors everydaybull 1048697Exported to 15 countries including UK US Taiwan and India

bull G4C (wwwegovgokr) bull A web-based government portal for citizens1048697Allow multichannel access to

government services1048697Fast and convenient services1048697Introduce how inquires are managed (5100 kinds)1048697Review public document online (25 kinds)1048697Issue public certificate online (32 kinds)1048697Various applications (about 720 kinds1048697

bull Metropolitan Government of the City of Seoul1048697E-Government portal bus lines map service OPEN system hi-Seoul news citizen internet classroom usersrsquoguide and reservation services land information service micro-dust information online tax system etc1048697

bull Lower level local government cases of Kangnam-gu Office1048697Internet broadcasting1048697Lecture for university entrance examination additional lecture services for K-12 students area news etc1048697CCTV system in preventing urban crimes1048697Online Kindergarten watch system parents can see how their kidsare doing through internet21Sung

bull Five stages1048697emerging rarrenhanced rarrinteractive rarrtransactional rarrseamless1048697Online information provision rarrbasic infra rarrservice provision rarrtransactions rarrintegrated services1048697Websites rarrunilateral information provision rarrinteractive information provision rarronline services managed rarrintegrated online services available

bull A new model for e-government reflecting balanced development of all aspects1048697Three aspects to be considered1048697E-democracy Open information rarre-community rarronline participation rarre-Governance 1048697Services Providing information rarronline services rarrone-stop portal rarrzero-stop CRM1048697Productivity DB rarronline process rarrback-office reengineering rarrorganizational transformation

bull Key elements of e-government development strategies1048697Strong leadership top-level leadership commitment and those at the organizational levels 1048697Develop and reconfigure current work flow1048697Progressively implement tasks according to priority1048697Evaluate system usability economic benefits and aftermath effects and implement further development plans as required1048697Reengineer the current off-line based operating procedures in all government activities to fit the online environment1048697Construct an integrated information resources environment1048697Seek out and apply good examples1048697Make a continuous effort to get rid of digital divides1048697Best strategies1048697No uniform answer1048697E-government is not a simple application of IT upon the existing government1048697Building e-government is just another beginning

bull KISS (wwwimmigrationgokr)bull 1048697Korea Immigration Smart Servicebull 1048697Received Public Service Award from the UN 2007bull 1048697Average waiting time decreased 60bull 1048697Inboundbull 1048697Before 20 minutes for Koreans 43 minutes for foreignersbull 1048697After 8 minutes for Koreans 17 minutes for foreignersbull 1048697Outboundbull 1048697Before 17 minutesbull 1048697After 7 minutesbull 1048697Home Tax Service (wwwhometaxgokr)bull 1048697Non-stop service for taxationbull 1048697e-filing e-Notification e-Payment and e-Issuance of certificatesbull 1048697Reduce costsbull 1048697Direct cost 460 billion won annuallybull 1048697Efficient and transparent tax administration contribute to reduce related administrative costs

bull UNI-PASS (wwwcustomsgokr)bull 1048697Customs clearance service anytime anywherebull 1048697Provide the fastest service among 171 member countries

in WCO (World Customs Organization)bull 1048697Performancebull 1048697Import from 2 or more days to 15 hoursbull 1048697Export from 1 or more days to 15 hoursbull 1048697Customs refund from 2 or more days to 52 hoursbull 1048697Customs payment from 4 or more days to 10 minutes

bull KIPOnet (wwwkipogokr)bull 1048697Ubiquitous IPR management systembull 1048697247 service availablebull 1048697Online application inquirybull 1048697Show the application processes and issue notice onlinebull 1048697Online issuance of various certificatesbull 1048697First introduce home-working among governmentbull 1048697KONEPS (wwwg2bgokr)bull 1048697E-commerce of government procurementbull 104869736000 agencies 170000 firms use KONEPSbull 1048697180000 visit everydaybull 104869744000 trillion won in 2006bull 104869727000 trillion contracted in e-commercebull 1048697UNCEFACT standard (March 20050 Global IT Excellence Award (May 2006) e-Asia Award (Aug

2007)

bull DART (wwwfscgokr)bull 1048697Data analysis retrieval and transfer systembull 1048697Fast and convenient access to huge business and finance

databases using ITbull 1048697305 million inquiries in 2006bull 1048697POSTNET (wwwkoreapostgokr)bull 1048697Web-based post service systembull 1048697Allow integrated services of all post office related services

including internet shopping using PDA GISGPS and so onbull 1048697400000 visitors everydaybull 1048697Exported to 15 countries including UK US Taiwan and India

bull G4C (wwwegovgokr) bull A web-based government portal for citizens1048697Allow multichannel access to

government services1048697Fast and convenient services1048697Introduce how inquires are managed (5100 kinds)1048697Review public document online (25 kinds)1048697Issue public certificate online (32 kinds)1048697Various applications (about 720 kinds1048697

bull Metropolitan Government of the City of Seoul1048697E-Government portal bus lines map service OPEN system hi-Seoul news citizen internet classroom usersrsquoguide and reservation services land information service micro-dust information online tax system etc1048697

bull Lower level local government cases of Kangnam-gu Office1048697Internet broadcasting1048697Lecture for university entrance examination additional lecture services for K-12 students area news etc1048697CCTV system in preventing urban crimes1048697Online Kindergarten watch system parents can see how their kidsare doing through internet21Sung

bull A new model for e-government reflecting balanced development of all aspects1048697Three aspects to be considered1048697E-democracy Open information rarre-community rarronline participation rarre-Governance 1048697Services Providing information rarronline services rarrone-stop portal rarrzero-stop CRM1048697Productivity DB rarronline process rarrback-office reengineering rarrorganizational transformation

bull Key elements of e-government development strategies1048697Strong leadership top-level leadership commitment and those at the organizational levels 1048697Develop and reconfigure current work flow1048697Progressively implement tasks according to priority1048697Evaluate system usability economic benefits and aftermath effects and implement further development plans as required1048697Reengineer the current off-line based operating procedures in all government activities to fit the online environment1048697Construct an integrated information resources environment1048697Seek out and apply good examples1048697Make a continuous effort to get rid of digital divides1048697Best strategies1048697No uniform answer1048697E-government is not a simple application of IT upon the existing government1048697Building e-government is just another beginning

bull KISS (wwwimmigrationgokr)bull 1048697Korea Immigration Smart Servicebull 1048697Received Public Service Award from the UN 2007bull 1048697Average waiting time decreased 60bull 1048697Inboundbull 1048697Before 20 minutes for Koreans 43 minutes for foreignersbull 1048697After 8 minutes for Koreans 17 minutes for foreignersbull 1048697Outboundbull 1048697Before 17 minutesbull 1048697After 7 minutesbull 1048697Home Tax Service (wwwhometaxgokr)bull 1048697Non-stop service for taxationbull 1048697e-filing e-Notification e-Payment and e-Issuance of certificatesbull 1048697Reduce costsbull 1048697Direct cost 460 billion won annuallybull 1048697Efficient and transparent tax administration contribute to reduce related administrative costs

bull UNI-PASS (wwwcustomsgokr)bull 1048697Customs clearance service anytime anywherebull 1048697Provide the fastest service among 171 member countries

in WCO (World Customs Organization)bull 1048697Performancebull 1048697Import from 2 or more days to 15 hoursbull 1048697Export from 1 or more days to 15 hoursbull 1048697Customs refund from 2 or more days to 52 hoursbull 1048697Customs payment from 4 or more days to 10 minutes

bull KIPOnet (wwwkipogokr)bull 1048697Ubiquitous IPR management systembull 1048697247 service availablebull 1048697Online application inquirybull 1048697Show the application processes and issue notice onlinebull 1048697Online issuance of various certificatesbull 1048697First introduce home-working among governmentbull 1048697KONEPS (wwwg2bgokr)bull 1048697E-commerce of government procurementbull 104869736000 agencies 170000 firms use KONEPSbull 1048697180000 visit everydaybull 104869744000 trillion won in 2006bull 104869727000 trillion contracted in e-commercebull 1048697UNCEFACT standard (March 20050 Global IT Excellence Award (May 2006) e-Asia Award (Aug

2007)

bull DART (wwwfscgokr)bull 1048697Data analysis retrieval and transfer systembull 1048697Fast and convenient access to huge business and finance

databases using ITbull 1048697305 million inquiries in 2006bull 1048697POSTNET (wwwkoreapostgokr)bull 1048697Web-based post service systembull 1048697Allow integrated services of all post office related services

including internet shopping using PDA GISGPS and so onbull 1048697400000 visitors everydaybull 1048697Exported to 15 countries including UK US Taiwan and India

bull G4C (wwwegovgokr) bull A web-based government portal for citizens1048697Allow multichannel access to

government services1048697Fast and convenient services1048697Introduce how inquires are managed (5100 kinds)1048697Review public document online (25 kinds)1048697Issue public certificate online (32 kinds)1048697Various applications (about 720 kinds1048697

bull Metropolitan Government of the City of Seoul1048697E-Government portal bus lines map service OPEN system hi-Seoul news citizen internet classroom usersrsquoguide and reservation services land information service micro-dust information online tax system etc1048697

bull Lower level local government cases of Kangnam-gu Office1048697Internet broadcasting1048697Lecture for university entrance examination additional lecture services for K-12 students area news etc1048697CCTV system in preventing urban crimes1048697Online Kindergarten watch system parents can see how their kidsare doing through internet21Sung

bull Key elements of e-government development strategies1048697Strong leadership top-level leadership commitment and those at the organizational levels 1048697Develop and reconfigure current work flow1048697Progressively implement tasks according to priority1048697Evaluate system usability economic benefits and aftermath effects and implement further development plans as required1048697Reengineer the current off-line based operating procedures in all government activities to fit the online environment1048697Construct an integrated information resources environment1048697Seek out and apply good examples1048697Make a continuous effort to get rid of digital divides1048697Best strategies1048697No uniform answer1048697E-government is not a simple application of IT upon the existing government1048697Building e-government is just another beginning

bull KISS (wwwimmigrationgokr)bull 1048697Korea Immigration Smart Servicebull 1048697Received Public Service Award from the UN 2007bull 1048697Average waiting time decreased 60bull 1048697Inboundbull 1048697Before 20 minutes for Koreans 43 minutes for foreignersbull 1048697After 8 minutes for Koreans 17 minutes for foreignersbull 1048697Outboundbull 1048697Before 17 minutesbull 1048697After 7 minutesbull 1048697Home Tax Service (wwwhometaxgokr)bull 1048697Non-stop service for taxationbull 1048697e-filing e-Notification e-Payment and e-Issuance of certificatesbull 1048697Reduce costsbull 1048697Direct cost 460 billion won annuallybull 1048697Efficient and transparent tax administration contribute to reduce related administrative costs

bull UNI-PASS (wwwcustomsgokr)bull 1048697Customs clearance service anytime anywherebull 1048697Provide the fastest service among 171 member countries

in WCO (World Customs Organization)bull 1048697Performancebull 1048697Import from 2 or more days to 15 hoursbull 1048697Export from 1 or more days to 15 hoursbull 1048697Customs refund from 2 or more days to 52 hoursbull 1048697Customs payment from 4 or more days to 10 minutes

bull KIPOnet (wwwkipogokr)bull 1048697Ubiquitous IPR management systembull 1048697247 service availablebull 1048697Online application inquirybull 1048697Show the application processes and issue notice onlinebull 1048697Online issuance of various certificatesbull 1048697First introduce home-working among governmentbull 1048697KONEPS (wwwg2bgokr)bull 1048697E-commerce of government procurementbull 104869736000 agencies 170000 firms use KONEPSbull 1048697180000 visit everydaybull 104869744000 trillion won in 2006bull 104869727000 trillion contracted in e-commercebull 1048697UNCEFACT standard (March 20050 Global IT Excellence Award (May 2006) e-Asia Award (Aug

2007)

bull DART (wwwfscgokr)bull 1048697Data analysis retrieval and transfer systembull 1048697Fast and convenient access to huge business and finance

databases using ITbull 1048697305 million inquiries in 2006bull 1048697POSTNET (wwwkoreapostgokr)bull 1048697Web-based post service systembull 1048697Allow integrated services of all post office related services

including internet shopping using PDA GISGPS and so onbull 1048697400000 visitors everydaybull 1048697Exported to 15 countries including UK US Taiwan and India

bull G4C (wwwegovgokr) bull A web-based government portal for citizens1048697Allow multichannel access to

government services1048697Fast and convenient services1048697Introduce how inquires are managed (5100 kinds)1048697Review public document online (25 kinds)1048697Issue public certificate online (32 kinds)1048697Various applications (about 720 kinds1048697

bull Metropolitan Government of the City of Seoul1048697E-Government portal bus lines map service OPEN system hi-Seoul news citizen internet classroom usersrsquoguide and reservation services land information service micro-dust information online tax system etc1048697

bull Lower level local government cases of Kangnam-gu Office1048697Internet broadcasting1048697Lecture for university entrance examination additional lecture services for K-12 students area news etc1048697CCTV system in preventing urban crimes1048697Online Kindergarten watch system parents can see how their kidsare doing through internet21Sung

bull KISS (wwwimmigrationgokr)bull 1048697Korea Immigration Smart Servicebull 1048697Received Public Service Award from the UN 2007bull 1048697Average waiting time decreased 60bull 1048697Inboundbull 1048697Before 20 minutes for Koreans 43 minutes for foreignersbull 1048697After 8 minutes for Koreans 17 minutes for foreignersbull 1048697Outboundbull 1048697Before 17 minutesbull 1048697After 7 minutesbull 1048697Home Tax Service (wwwhometaxgokr)bull 1048697Non-stop service for taxationbull 1048697e-filing e-Notification e-Payment and e-Issuance of certificatesbull 1048697Reduce costsbull 1048697Direct cost 460 billion won annuallybull 1048697Efficient and transparent tax administration contribute to reduce related administrative costs

bull UNI-PASS (wwwcustomsgokr)bull 1048697Customs clearance service anytime anywherebull 1048697Provide the fastest service among 171 member countries

in WCO (World Customs Organization)bull 1048697Performancebull 1048697Import from 2 or more days to 15 hoursbull 1048697Export from 1 or more days to 15 hoursbull 1048697Customs refund from 2 or more days to 52 hoursbull 1048697Customs payment from 4 or more days to 10 minutes

bull KIPOnet (wwwkipogokr)bull 1048697Ubiquitous IPR management systembull 1048697247 service availablebull 1048697Online application inquirybull 1048697Show the application processes and issue notice onlinebull 1048697Online issuance of various certificatesbull 1048697First introduce home-working among governmentbull 1048697KONEPS (wwwg2bgokr)bull 1048697E-commerce of government procurementbull 104869736000 agencies 170000 firms use KONEPSbull 1048697180000 visit everydaybull 104869744000 trillion won in 2006bull 104869727000 trillion contracted in e-commercebull 1048697UNCEFACT standard (March 20050 Global IT Excellence Award (May 2006) e-Asia Award (Aug

2007)

bull DART (wwwfscgokr)bull 1048697Data analysis retrieval and transfer systembull 1048697Fast and convenient access to huge business and finance

databases using ITbull 1048697305 million inquiries in 2006bull 1048697POSTNET (wwwkoreapostgokr)bull 1048697Web-based post service systembull 1048697Allow integrated services of all post office related services

including internet shopping using PDA GISGPS and so onbull 1048697400000 visitors everydaybull 1048697Exported to 15 countries including UK US Taiwan and India

bull G4C (wwwegovgokr) bull A web-based government portal for citizens1048697Allow multichannel access to

government services1048697Fast and convenient services1048697Introduce how inquires are managed (5100 kinds)1048697Review public document online (25 kinds)1048697Issue public certificate online (32 kinds)1048697Various applications (about 720 kinds1048697

bull Metropolitan Government of the City of Seoul1048697E-Government portal bus lines map service OPEN system hi-Seoul news citizen internet classroom usersrsquoguide and reservation services land information service micro-dust information online tax system etc1048697

bull Lower level local government cases of Kangnam-gu Office1048697Internet broadcasting1048697Lecture for university entrance examination additional lecture services for K-12 students area news etc1048697CCTV system in preventing urban crimes1048697Online Kindergarten watch system parents can see how their kidsare doing through internet21Sung

bull UNI-PASS (wwwcustomsgokr)bull 1048697Customs clearance service anytime anywherebull 1048697Provide the fastest service among 171 member countries

in WCO (World Customs Organization)bull 1048697Performancebull 1048697Import from 2 or more days to 15 hoursbull 1048697Export from 1 or more days to 15 hoursbull 1048697Customs refund from 2 or more days to 52 hoursbull 1048697Customs payment from 4 or more days to 10 minutes

bull KIPOnet (wwwkipogokr)bull 1048697Ubiquitous IPR management systembull 1048697247 service availablebull 1048697Online application inquirybull 1048697Show the application processes and issue notice onlinebull 1048697Online issuance of various certificatesbull 1048697First introduce home-working among governmentbull 1048697KONEPS (wwwg2bgokr)bull 1048697E-commerce of government procurementbull 104869736000 agencies 170000 firms use KONEPSbull 1048697180000 visit everydaybull 104869744000 trillion won in 2006bull 104869727000 trillion contracted in e-commercebull 1048697UNCEFACT standard (March 20050 Global IT Excellence Award (May 2006) e-Asia Award (Aug

2007)

bull DART (wwwfscgokr)bull 1048697Data analysis retrieval and transfer systembull 1048697Fast and convenient access to huge business and finance

databases using ITbull 1048697305 million inquiries in 2006bull 1048697POSTNET (wwwkoreapostgokr)bull 1048697Web-based post service systembull 1048697Allow integrated services of all post office related services

including internet shopping using PDA GISGPS and so onbull 1048697400000 visitors everydaybull 1048697Exported to 15 countries including UK US Taiwan and India

bull G4C (wwwegovgokr) bull A web-based government portal for citizens1048697Allow multichannel access to

government services1048697Fast and convenient services1048697Introduce how inquires are managed (5100 kinds)1048697Review public document online (25 kinds)1048697Issue public certificate online (32 kinds)1048697Various applications (about 720 kinds1048697

bull Metropolitan Government of the City of Seoul1048697E-Government portal bus lines map service OPEN system hi-Seoul news citizen internet classroom usersrsquoguide and reservation services land information service micro-dust information online tax system etc1048697

bull Lower level local government cases of Kangnam-gu Office1048697Internet broadcasting1048697Lecture for university entrance examination additional lecture services for K-12 students area news etc1048697CCTV system in preventing urban crimes1048697Online Kindergarten watch system parents can see how their kidsare doing through internet21Sung

bull KIPOnet (wwwkipogokr)bull 1048697Ubiquitous IPR management systembull 1048697247 service availablebull 1048697Online application inquirybull 1048697Show the application processes and issue notice onlinebull 1048697Online issuance of various certificatesbull 1048697First introduce home-working among governmentbull 1048697KONEPS (wwwg2bgokr)bull 1048697E-commerce of government procurementbull 104869736000 agencies 170000 firms use KONEPSbull 1048697180000 visit everydaybull 104869744000 trillion won in 2006bull 104869727000 trillion contracted in e-commercebull 1048697UNCEFACT standard (March 20050 Global IT Excellence Award (May 2006) e-Asia Award (Aug

2007)

bull DART (wwwfscgokr)bull 1048697Data analysis retrieval and transfer systembull 1048697Fast and convenient access to huge business and finance

databases using ITbull 1048697305 million inquiries in 2006bull 1048697POSTNET (wwwkoreapostgokr)bull 1048697Web-based post service systembull 1048697Allow integrated services of all post office related services

including internet shopping using PDA GISGPS and so onbull 1048697400000 visitors everydaybull 1048697Exported to 15 countries including UK US Taiwan and India

bull G4C (wwwegovgokr) bull A web-based government portal for citizens1048697Allow multichannel access to

government services1048697Fast and convenient services1048697Introduce how inquires are managed (5100 kinds)1048697Review public document online (25 kinds)1048697Issue public certificate online (32 kinds)1048697Various applications (about 720 kinds1048697

bull Metropolitan Government of the City of Seoul1048697E-Government portal bus lines map service OPEN system hi-Seoul news citizen internet classroom usersrsquoguide and reservation services land information service micro-dust information online tax system etc1048697

bull Lower level local government cases of Kangnam-gu Office1048697Internet broadcasting1048697Lecture for university entrance examination additional lecture services for K-12 students area news etc1048697CCTV system in preventing urban crimes1048697Online Kindergarten watch system parents can see how their kidsare doing through internet21Sung

bull DART (wwwfscgokr)bull 1048697Data analysis retrieval and transfer systembull 1048697Fast and convenient access to huge business and finance

databases using ITbull 1048697305 million inquiries in 2006bull 1048697POSTNET (wwwkoreapostgokr)bull 1048697Web-based post service systembull 1048697Allow integrated services of all post office related services

including internet shopping using PDA GISGPS and so onbull 1048697400000 visitors everydaybull 1048697Exported to 15 countries including UK US Taiwan and India

bull G4C (wwwegovgokr) bull A web-based government portal for citizens1048697Allow multichannel access to

government services1048697Fast and convenient services1048697Introduce how inquires are managed (5100 kinds)1048697Review public document online (25 kinds)1048697Issue public certificate online (32 kinds)1048697Various applications (about 720 kinds1048697

bull Metropolitan Government of the City of Seoul1048697E-Government portal bus lines map service OPEN system hi-Seoul news citizen internet classroom usersrsquoguide and reservation services land information service micro-dust information online tax system etc1048697

bull Lower level local government cases of Kangnam-gu Office1048697Internet broadcasting1048697Lecture for university entrance examination additional lecture services for K-12 students area news etc1048697CCTV system in preventing urban crimes1048697Online Kindergarten watch system parents can see how their kidsare doing through internet21Sung

bull G4C (wwwegovgokr) bull A web-based government portal for citizens1048697Allow multichannel access to

government services1048697Fast and convenient services1048697Introduce how inquires are managed (5100 kinds)1048697Review public document online (25 kinds)1048697Issue public certificate online (32 kinds)1048697Various applications (about 720 kinds1048697

bull Metropolitan Government of the City of Seoul1048697E-Government portal bus lines map service OPEN system hi-Seoul news citizen internet classroom usersrsquoguide and reservation services land information service micro-dust information online tax system etc1048697

bull Lower level local government cases of Kangnam-gu Office1048697Internet broadcasting1048697Lecture for university entrance examination additional lecture services for K-12 students area news etc1048697CCTV system in preventing urban crimes1048697Online Kindergarten watch system parents can see how their kidsare doing through internet21Sung

bull Achieve one of the best e-government in the worldbull 10486975thin e-government readiness indexbull 10486971stin e-government evaluation by Brown Univbull 1048697Best e-government award to Seoul Metropolitan government etcbull 1048697Effective market opportunities for IT industriesbull 1048697But troubles as wellbull 1048697Under utilization of G4C system privacy protection alternative ways available etcbull 1048697Political struggle among stakeholders NEISbull 1048697Difficult coordination and cooperation among related organizations e-voting e-signature etcbull 1048697Network securities weak trust etcbull 1048697Systems that could be most beneficial to African countriesbull 1048697E-procurement system KONEPSbull 1048697Custom clearance system UNI-PASSbull 1048697Online tax system HTS

E-Govt Hub

Agency-3

Agency-4

Agency-5

Agency-6

Agency-1

Agency-2

Agency-6Information

E-government architecture model

• Slide 1
• Slide 2
• Mega trends led to e-government
• E-government is
• E-government as a social-technical system
• What is ICT
• Milestones in the History of ICT
• What is Society
• Who are the actors
• Why introduce e-government
• Why introduce e-government Traditional Government Characteristics
• Why introduce e-government E-government as a main tool for government innovation
• Slide 13
• Comparing the e-government and traditional government
• Traditional Vs E ndashGovernment
• E-government driving forces and barriers
• Slide 17
• E-Government What it is not
• What does e-government mean to us
• E-readiness of government
• When government is e-ready
• E-government in details
• Slide 23
• E-government principles
• E-government principles (continued)
• Characteristics of e-government
• E-Government -Sectoral Focus
• Four dimensions of e-government
• The Four Stages of E-Government
• Slide 30
• Electronic interactions in communities
• Delivery models of e-government services
• E-governments interactions
• Interaction levels in e-government
• Features of types of e-government
• Slide 36
• Slide 37
• Types of E-Government (with examples)
• Slide 39
• Slide 40
• Slide 41
• Slide 42
• Slide 43
• Slide 44
• Slide 45
• Slide 46
• Slide 47
• Slide 48
• E-government architecture model

E-Govt Hub

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Agency-5

Agency-6

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Agency-6Information

E-government architecture model

• Slide 1
• Slide 2
• Mega trends led to e-government
• E-government is
• E-government as a social-technical system
• What is ICT
• Milestones in the History of ICT
• What is Society
• Who are the actors
• Why introduce e-government
• Why introduce e-government Traditional Government Characteristics
• Why introduce e-government E-government as a main tool for government innovation
• Slide 13
• Comparing the e-government and traditional government
• Traditional Vs E ndashGovernment
• E-government driving forces and barriers
• Slide 17
• E-Government What it is not
• What does e-government mean to us
• E-readiness of government
• When government is e-ready
• E-government in details
• Slide 23
• E-government principles
• E-government principles (continued)
• Characteristics of e-government
• E-Government -Sectoral Focus
• Four dimensions of e-government
• The Four Stages of E-Government
• Slide 30
• Electronic interactions in communities
• Delivery models of e-government services
• E-governments interactions
• Interaction levels in e-government
• Features of types of e-government
• Slide 36
• Slide 37
• Types of E-Government (with examples)
• Slide 39
• Slide 40
• Slide 41
• Slide 42
• Slide 43
• Slide 44
• Slide 45
• Slide 46
• Slide 47
• Slide 48
• E-government architecture model