Report on the ISSA workshop on electronic

services

Report on the ISSA workshop on electronic

services

Cor FrankeCor Franke

ISSA IT Advisory Board, Marrakech, 23-05-2006

Reason for the workshopReason for the workshop

During the Montreal conference the During the Montreal conference the presentations focused mainly on:presentations focused mainly on:

successes and results achievedsuccesses and results achieved

and not so much onand not so much on

pitfalls and problems encounteredpitfalls and problems encountered

FrameworkFramework organized by both ISSA and NL DSSorganized by both ISSA and NL DSS

participation by a limited number of experts from participation by a limited number of experts from 9 different countries9 different countries

investigating deeplyinvestigating deeply pitfalls and problems encounteredpitfalls and problems encountered best practicesbest practices do’s and don’t’sdo’s and don’t’s

Working methodWorking method pre-conference discussion paperpre-conference discussion paper

plenary discussion of problem statementsplenary discussion of problem statements

3 working groups, each discussing a limited 3 working groups, each discussing a limited number of aspectsnumber of aspects

plenary discussion on the basis of reports from plenary discussion on the basis of reports from working groupsworking groups

Aspects discussedAspects discussed

infrastructureinfrastructure (national) data management(national) data management standards and responsibilitiesstandards and responsibilities client appreciationclient appreciation flexibilityflexibility costs and benefitscosts and benefits

InfrastructureInfrastructure Current situationCurrent situation

Varieties within a public infrastructure lead to high Varieties within a public infrastructure lead to high maintenance costsmaintenance costs

There is a strong risk of duplication of (expensive) There is a strong risk of duplication of (expensive) infrastructural components between government infrastructural components between government agenciesagencies

Main questionMain question How do we integrate the different infrastructures that How do we integrate the different infrastructures that

are developing now into one public infrastructure?are developing now into one public infrastructure?

(National) data management(National) data management

Current situationCurrent situation Citizens and employers suffer from the Citizens and employers suffer from the

Government’s “information hunger”Government’s “information hunger”

The quality of government data is low (which is The quality of government data is low (which is partly caused by redundancy)partly caused by redundancy)

Main questionMain question How do we implement data management (leading to How do we implement data management (leading to

broad re-use of data) at government level?broad re-use of data) at government level?

Standards/responsibilitiesStandards/responsibilities

Current situationCurrent situation No standards, no identification No standards, no identification No standards, no common infrastructureNo standards, no common infrastructure No standards, no electronic interchange of dataNo standards, no electronic interchange of data

Main questionMain question How do we develop and maintain a set of standards How do we develop and maintain a set of standards

that are common for the public sector?that are common for the public sector?

Client appreciationClient appreciation Current situationCurrent situation

Clients differ (in skills and equipment)Clients differ (in skills and equipment) Clients are concerned about privacy issuesClients are concerned about privacy issues It is not clear what clients want and needIt is not clear what clients want and need Public organizations have to set priorities in Public organizations have to set priorities in

developing electronic servicesdeveloping electronic services

Main questionMain question How do we involve clients in the development of How do we involve clients in the development of

electronic services and how do we measure their electronic services and how do we measure their appreciation?appreciation?

FlexibilityFlexibility Current situationCurrent situation

Policy, technology, customer requirements and the Policy, technology, customer requirements and the institutional environment continue to changeinstitutional environment continue to change

Large volumes and need for continuityLarge volumes and need for continuity Old legacy systemsOld legacy systems

Main questionMain question How do we manage the need for flexibility while also How do we manage the need for flexibility while also

guaranteeing undisrupted “going concern”?guaranteeing undisrupted “going concern”?

Costs and benefitsCosts and benefits Current situationCurrent situation

Electronic services require substantial investmentsElectronic services require substantial investments It is very difficult to estimate and measure benefitsIt is very difficult to estimate and measure benefits There is a strong risk of unequal distribution of costs There is a strong risk of unequal distribution of costs

and benefits between participantsand benefits between participants

Main questionsMain questions How do we set up an appropriate budget (for How do we set up an appropriate budget (for

development, implementation and maintenance)development, implementation and maintenance) How do we keep track of both costs and benefitsHow do we keep track of both costs and benefits

The report of the workshopThe report of the workshop The report tries to answer the aforementioned The report tries to answer the aforementioned

questions in a number of waysquestions in a number of ways

Describing solutions (how to ….)Describing solutions (how to ….)

Addressing pitfalls (be aware of …..)Addressing pitfalls (be aware of …..)

Listing Listing do’s and don’tsdo’s and don’ts

Summarizing illustrative cases (what can be learned Summarizing illustrative cases (what can be learned from …..)from …..)

ExperiencesExperiences

all experts involved contributed strongly all experts involved contributed strongly to the resulting reportto the resulting report participating in the discussionsparticipating in the discussions sharing experiences and problemssharing experiences and problems providing case studies and do’s and don’t’sproviding case studies and do’s and don’t’s editing the reportediting the report

The value of the report for youThe value of the report for you it provides solutions for ‘generic’ problems it provides solutions for ‘generic’ problems

(experienced by developed and developing (experienced by developed and developing countries)countries)

it lists do’s and don’ts (to prevent you from it lists do’s and don’ts (to prevent you from making mistakes that others have already making mistakes that others have already made)made)

it contains relevant case studiesit contains relevant case studies