e-Government Measurement
ESCWA Proposal
Technology for Development Division (TDD)
DESA/DPADM EGM
NYC, USA, May 2017
Page 2
Outline
• Introduction
• e-GDI overview
• GEMS overview
• ESCWA proposal
Page 3
e-GDI Overview
Developed and managed by by DPADM
(UNDESA)
- Measures the development of e-Gov in the
world (193 countries)
- Based on surveys
- First edition: 2001
- Update: each 2 years
Page 4
e-GDI Overview �
Pillars
• Telecom Infrastructure Index (TII)
• Human Capital Index (HCI)
• Online Services Index (OSI)
Final Score: Average of 3 normalized values
Page 5
e-GDI Overview �
Telecom Infrastructure Index (TII)
Page 6
e-GDI Overview �
Human Capital Index (HCI)
Page 7
e-GDI Overview �
Online Services Index (OSI)
- Evaluation based on expert surveys
- 4 patterns upon progress level in e-Gov
- Sub themes in the survey
- Whole government
- Multi-channel service delivery
- Open Government
- E-Participation
Page 8
e-GDI Overview �
4 stages:
Emerging – Enhanced – Transactional - Connected
Page 9
e-GDI scores of ESCWA Member Countries (2016)Country Rank Score Online service Telecom Infra Human Capital
Bahrain 24 0.7734 0.8261 0.7762 0.7178
Egypt 108 0.4594 0.4710 0.3025 0.6048
Iraq 141 0.3334 0.3551 0.1647 0.4803
Jordan 91 0.5123 0.4565 0.3458 0.7344
Kuwait 40 0.7080 0.6522 0.7430 0.7287
Lebanon 73 0.5646 0.5145 0.4911 0.6882
Libya 118 0.4322 0.1087 0.4291 0.7588
Mauritania 184 0.1734 0.0652 0.1536 0.3015
Morocco 85 0.5186 0.7391 0.3429 0.4737
Oman 66 0.5962 0.5942 0.5147 0.6796
Palestine n/a n/a n/a n/a n/a
Qatar 48 0.6699 0.6739 0.6041 0.7317
Saudi Arabia 44 0.6822 0.6739 0.5733 0.7995
Sudan 161 0.2539 0.2174 0.1861 0.3581
Syrian Arab Republic 137 0.3404 0.3261 0.2087 0.4864
Tunisia 72 0.5682 0.7174 0.3476 0.6397
United Arab Emirates 29 0.7515 0.8913 0.6881 0.6752
Yemen 174 0.2248 0.1449 0.1465 0.3829
Region Average 94 0.503 0.495 0.412 0.602
Page 10
e-GDI scores of ESCWA Member Countries (EMCs)
0
20
40
60
80
100
120
140
160
180
200
Region Average
Page 11
Online Services Index (OSI) scores of EMCs
0
0.1
0.2
0.3
0.4
0.5
0.6
0.7
0.8
0.9
Region Average
Page 12
Telecom Infra Index (TII) scores of EMCs
0
0.1
0.2
0.3
0.4
0.5
0.6
0.7
0.8
0.9
1
Region Average
Page 13
Human Capital Index (HCI) scores of EMCs
0
0.1
0.2
0.3
0.4
0.5
0.6
0.7
0.8
0.9
Region Average
Page 14
e-Participation Index (EPI)
Additional index from UN-DESA
Qualitative assessment based on national websites
3 pillars:
- e-Information: availability of public information for
citizens
- e-Consultation: citizen participation in public
policies and services
- e-Decision: empowerment of citizens in decision
making process related to services and policies
Page 15
EPI scores of EMCs (2016)Country Rank Score
Bahrain 32 0.7458
Egypt 107 0.4068
Iraq 104 0.4237
Jordan 98 0.4576
Kuwait 55 0.6441
Lebanon 91 0.4915
Libya 170 0.1017
Mauritania 184 0.0508
Morocco 17 0.8305
Oman 76 0.5593
Palestine n/a n/a
Qatar 55 0.6441
Saudi Arabia 39 0.7119
Sudan 138 0.2542
Syrian Arab Republic 98 0.4576
Tunisia 43 0.6949
United Arab Emirates 32 0.7458
Yemen 164 0.1356
Region Average 88 0.491
Page 16
EPI scores of EMCs
0
20
40
60
80
100
120
140
160
180
200
Region Average
Page 17
Outline
• Introduction
• e-GDI overview
• GEMS overview
• ESCWA proposal
Page 18
GEMS Overview
Status of International Indicators
Main Global Indices Limitation
Different Measures
and Criteria
Global Indices
Comparison Capacity No Measure of
Impact
1
3 2
Focus on Infrastructure
Focus on Human Resources
Multiple Data collection
mechanisms
Needed criteria:
- Usage
- Satisfaction
Incomplete
comparison:
- Over time
- Among agencies
- Among services
- Among countries
© Copyright ESCWA. All rights reserved. No part of this presentation in all its property may be used or reproduced in any form without written permission
Government Electronic and Mobile Services(GEMS) Maturity Index
ESCWA e-Gov Strategies
ESCWA
E-Gov
Strategies
Study
2014
New Technology Trends
Cloud Computing
Social Networks
Open and Big Data
Smart Services
Maturity Index
Need for an Index to measure
maturity and usage of e-Services
Status of International
Indicators
Various
processes
Status
Lack of
Comparison
Lack of
Impact
1
3 2
Government
Electronic and
Mobile
Services Maturity
Index
Page 20
GEMS Overview
GEMS: Main Features
Measure the Maturity of Digital Gov
Services
Focus on Citizen-Centered e-Gov Services
Support Business Process Reengineering
Multi-dimensional Comparison
Page 21
1 Index
3 Pillars
24 KPIs
84 e-Gov Services
GEMS Overview
GEMS Framework
Page 22
GEMS Overview
GEMS Pillars
Pillar Description #KPIs
Service Availability &
SophisticationSupply-side KPIs 15
Service Usage &
Satisfaction
Demand-side
KPIs6
Public Outreach Inclusion KPIs 3
Total KPIs: 24
Page 23
GEMS Overview
GEMS: Multi-dimension Comparison
Service Availability and Sophistication Service Usage and Satisfaction Public OutreachCA B
0.66
0.57
0.86
MoL
MoI
MoEW
MoL 0.43
MoI 0.47
MoEW 0.65
0.83
1.00
0.90
MoL
MoI
MoEW
MoEW (1.00)(1.00)
MOL (0.69)(0.84)
Portal Mobile
MOI (0.29)(0.90)
MoEW MoLMoI
Marketing &
Awareness
1.00 0.801.00
Capabilities
Development
0.81 0.851.00Service
Usage
Customer
Satisfaction
MoEW MoLMoI
0.470.550.58
0.400.400.73
Page 24
GEMS Calculation
• 84 e-services
• KPIs for each service
• Equations to assess services
• Equations to assess entities
• Equations to calculate overall
score
Service
questionnaire
Service
questionnaire
Service
questionnaire
Service
questionnaire
Entity
questionnaire
GEMS Overview
Page 25
GEMS Overview
GEMS Calculation �
Index Sub-Index
Overall Score
MoEW
0.79
MoL
0.60
MoI
0.62
Service Availability
and Sophistication
MoEW
0.86
MoL
0.66
MoI
0.57
Service Usage
and Satisfaction
MoEW
0.65
MoL
0.43
MoI
0.47
Public Outreach
MoEW
0.90
MoL
0.83
MoI
1.00
Sub-Index Elements
� Availability and Sophistication over portal
� Availability and Sophistication over mobile
� Service Usage 0.58
0.73
0.47
0.40
0.55
0.40� User Satisfaction
� Marketing & Awareness 0.81
1.00
0.85
0.80
1.00
1.00� Capabilities Development
MoEW MoLMoI
� Channel Accessibility
1.00
1.00
0.55
0.50
0.84
0.69
0.39
0.50
0.90
0.29
0.38
0.80� Open Data Provisioning
A
B
C
Page 26
GEMS Overall
GEMS Implementation Phases
3+ years
GEMS Maturity Index - Implementation Journey
Index Design Global Rollout
Government Summit 2014
� Development of index
� Development of initial roll-
out approach
� Seeking sponsorship for
index implementation
� Index releases will cover
increasingly more non-
Arab countries until all or
most UN member states
are included
� Continuously improving the
design of the index
� Index releases will
increase footprint to
eventually include all Arab
countries and build time-
series data
� Inaugural release of index
with select countries
� Pilot of index with select
Government entities and
their services
Index Launch, Inaugural Release and
Rollout
2–3 years
Page 27
GEMS overview
Selected Countries for Pilot Implementation
Bahrain Egypt Iraq Jordan KSA Kuwait Lebanon
Libya Morocco Tunisia Mauritania
Oman Palestine Qatar Syria UAE Yemen Sudan
partlypartlyDoneDone
Page 28
GEMS services in EMCs
• 78 e-services in 6-10 countries (out of 11)
• 6 e-services in <5 countries (out of 11)
GEMS Overview
GEMS Services Availability in EMCs
9-10, 26
6-8, 52
Pre-closure judicial clearance
submission
Work permit cancellation
Government contractor
registration
Education smart ID issuance
Transportation smart ID
issuance
Public taxi booking
6
Page 29
GEMS Overview
GEMS Services: National mapping
70
48 47 4640
3121 16 11
10
30 2738
43
47
54
37
29
4 6 10
1
6 9
31
44
Jordan Morocco Oman Bahrain Iraq Tunisia Palestine Lebanon Sudan
e-services Manual Services Services outside the scope of GEMS
Page 30
7
2
Morocco
51
Palestine
26
3
Tunisia
11
6
Jordan
6
Lebanon
5
Sudan
e-services
m-services
GEMS Overview
Assessed Services in EMCs
Mauritania
2
Page 31
Outline
• Introduction
• e-GDI overview
• GEMS overview
• ESCWA proposal
Page 32
ESCWA Proposal
Track #1
• Full implementation of GEMS index in the
Arab region
Requirements
- Assignment of national focal point
- National Capacity building workshops
- Web tool for data collection and processing
Page 33
ESCWA Proposal �
Track #2
• Integration with e-GDI
Requirements
- Addition of 4th pillar on Service Maturity
- Detailed discussion with UNDESA
Page 34
ESCWA Proposal �
Expected Advantages
• Include Usage and User
satisfaction in addition to service
availability
• Include m-services (smart
services)
• Include Open data availability
• Enhance GEMS applicability
Challenges
• Ability to apply GEMS framework
in all countries