E-government in the UK Professor Helen Margetts Oxford Internet Institute See Oxford Internet Survey...
Transcript of E-government in the UK Professor Helen Margetts Oxford Internet Institute See Oxford Internet Survey...
e-government in the UKe-government in the UK
Professor Helen MargettsProfessor Helen MargettsOxford Internet InstituteOxford Internet Institute
See Oxford Internet Survey (OxIS) for 2005 See Oxford Internet Survey (OxIS) for 2005 and 2003 at and 2003 at
www.oii.ox.ac.ukwww.oii.ox.ac.uk
What is e-government?What is e-government?
The use by government of the internet and The use by government of the internet and related information technologies internally related information technologies internally and to communicate with citizens, and to communicate with citizens, businesses and other governments businesses and other governments
Digital-era GovernanceDigital-era Governance
ReintegrationReintegration – roll back of agencification, – roll back of agencification, joined up governance, in-sourcing, shared joined up governance, in-sourcing, shared servicesservices
Needs-based holismNeeds-based holism – one-stop, zero-stop – one-stop, zero-stop provision, client based organization, end-to-end provision, client based organization, end-to-end service re-engineeringservice re-engineering
Digitisation changesDigitisation changes – agencies ‘become’ their – agencies ‘become’ their web-sites, electronic services delivery, utility web-sites, electronic services delivery, utility computing, zero-touch technology, radical dis-computing, zero-touch technology, radical dis-intermediation, customer segmentationintermediation, customer segmentation
Problems with government ITProblems with government IT ‘‘Government + IT = disaster’……..Government + IT = disaster’……..
National Insurance Contributions Agency (1999), UK Passport National Insurance Contributions Agency (1999), UK Passport agency (2000), Immigration & naturalisation directorate (2001), agency (2000), Immigration & naturalisation directorate (2001), Criminal Records Bureau (2002), Courts’ Service (2003), Tax Criminal Records Bureau (2002), Courts’ Service (2003), Tax Credits (2004), Child Support Agency (2005)……..Credits (2004), Child Support Agency (2005)……..
""Great big IT projects, databases and the rest of it have a Great big IT projects, databases and the rest of it have a horrible habit of going wrong'' Patricia Hewitt, trade horrible habit of going wrong'' Patricia Hewitt, trade secretary, BBC Question Time, October 2003secretary, BBC Question Time, October 2003
Policy Innovations with Policy Innovations with government ITgovernment IT
WorkingWorking
London Congestion Charging SchemeLondon Congestion Charging Scheme Oyster card ticketing systemOyster card ticketing system Electronic tagging of prisonersElectronic tagging of prisoners DNA databaseDNA database
Big projects coming upBig projects coming up
Variable road pricing?Variable road pricing? Biometric ID cards?Biometric ID cards? National Health Service electronic records (£6billion)?National Health Service electronic records (£6billion)?
UK E-government before 2004UK E-government before 2004 Prolonged central pressure to outsource (market testing, Prolonged central pressure to outsource (market testing,
PFI)PFI) Huge long-term contracts (10 yrs typical)Huge long-term contracts (10 yrs typical) Expertise transferred out of governmentExpertise transferred out of government Adversarial ‘Anglo-Saxon’ contracting style: emphasis is Adversarial ‘Anglo-Saxon’ contracting style: emphasis is
on the contract and price reductionon the contract and price reduction Oligopolistic market (top five companies have 90 per Oligopolistic market (top five companies have 90 per
cent of market)cent of market) Dominated by global players (particularly EDS)Dominated by global players (particularly EDS)
Supplier Department Start Length Total date (Years) Value
(£m)
EDS Inland Revenue 1994 10 2,500
EDS Work & Pensions 2000 10 2,000
EDS Employment Service 1998 10 550
ICL Customs & Excise 2000 10 500
Capita Criminal Records Bureau 2000 10 400
ICL Home Office 2000 10 350
ICL Trade & Industry 1998 10+ 150+
SBS Passport Agency 1998 10 230
EDS Child Support Agency 2000 10 200
EDS Prison Service 2000 12 200
Top 10 UK Central Government IT Top 10 UK Central Government IT Contracts, 2002Contracts, 2002
Companies' Companies' Share of UK Share of UK
Central Central Government IT Government IT
Contracts, Contracts,
Total annual Total annual expenditure 2002 expenditure 2002
= £1 billion= £1 billion
Source: Kable, IMRANSource: Kable, IMRAN
Others
Syntegra
Capita
EDSICL/
Fujitsu
SBS Computacentre
Logica Accenture
HomeOffice
Work & Pensions
Education& Skills
Immigration
PassportAgency
DVLA
InlandRevenue Employment
Service
BenefitsAgency
The Citizenship Test
HomeOffice
EDSWork & Pensions
Education& Skills
Siemens
Accenture
Immigration
PassportAgency
DVLA
InlandRevenue Employment
Service
KEYOver £100mUnder £100m
Capita
ICL /Fujitsu
BenefitsAgency
S. Sema
The Citizenship Test
UK e-government policy, 1999-2004UK e-government policy, 1999-2004Office of the e-EnvoyOffice of the e-Envoy set up in Cabinet Office in 1999 to: set up in Cabinet Office in 1999 to:
Make UK best environment in world for e-commerce by Make UK best environment in world for e-commerce by 20022002
Ensure everyone who wants it has access to the Ensure everyone who wants it has access to the Internet by 2005Internet by 2005
Make all government services available electronically by Make all government services available electronically by 20052005
Managed UK government portal (ukonline.gov.uk, then Managed UK government portal (ukonline.gov.uk, then direct.gov.uk), Government Secure Intranet (GSI) and direct.gov.uk), Government Secure Intranet (GSI) and ‘government gateway’ project‘government gateway’ project
Monitored e-business strategies of central government Monitored e-business strategies of central government departmentsdepartments
Annual expenditure of £52 million, running costs £22 Annual expenditure of £52 million, running costs £22 million, 250 staff in 2001million, 250 staff in 2001
Closed in 2004Closed in 2004
UK e-government policy from 2004UK e-government policy from 2004
eGovernment Unit (eGU)eGovernment Unit (eGU) based in Cabinet Office based in Cabinet Office Head of egovernment ‘Head of the IT profession’ across WhitehallHead of egovernment ‘Head of the IT profession’ across Whitehall Responsible for setting architectural standards, encouraging Responsible for setting architectural standards, encouraging
departments to 'join up', and helping improve success rate of major departments to 'join up', and helping improve success rate of major IT programmes.IT programmes.
Head of eGovernment analogous to that of a group chief information Head of eGovernment analogous to that of a group chief information officer (CIO) in a conglomerate or large enterprise officer (CIO) in a conglomerate or large enterprise
Role covers all government IT, including big transaction-processing Role covers all government IT, including big transaction-processing systems at heart of government eg. benefit payments, tax collectionsystems at heart of government eg. benefit payments, tax collection
eGU to develop the government's internal IT and programme eGU to develop the government's internal IT and programme management skills.management skills.
eGU relies on ‘powers of persuasion rather than authority or major eGU relies on ‘powers of persuasion rather than authority or major budget’budget’
E-government strategy 2005E-government strategy 2005 ‘‘Transformational government: ‘The vision is not just about Transformational government: ‘The vision is not just about
transforming government through technology. It is also about transforming government through technology. It is also about making government transformational through technology.’ making government transformational through technology.’
Shared servicesShared services IT professionalismIT professionalism Citizen centric governmentCitizen centric government
Service Transformation Board - putting heads of big service delivery Service Transformation Board - putting heads of big service delivery departments together departments together
Plan is to ‘rationalize’ the 2,500 .gov web sites and get everyone Plan is to ‘rationalize’ the 2,500 .gov web sites and get everyone using direct.gov as ‘primary on-line entry point’.using direct.gov as ‘primary on-line entry point’.
(Note www.directionlessgov.com)(Note www.directionlessgov.com)
e-Government in the UK
39%Yes
61%No
Yes
No
Source: Oxford Internet Survey (OxIS) 2005; N= 1,309 Current Internet users
Yes = Percentage of Internet Users who have carried out at least one e-Government action within the last 12 months
e-Government in the UK – most common use is information seeking
Source: Oxford Internet Survey (OxIS) 2005; N= 1,309 Current Internet users
21
19
19
8
6
5
5
3
0 10 20 30 40 50 60 70 80 90 100
% Internet users
Information about CentralGovernment services
Information about schools
Information about local councilservices
Information about MP, localcouncillor, politician
Pay local council tax, fine, service
Pay for central government tax
Email a councillor
Email an MP
e-Government by Age
3742 40
4843
14
40
20
0
10
20
30
40
50
60
70
80
90
100
14-17 18-24 25-34 35-44 45-54 55-64 65-74 75+
% Yes
N = 1,309 Current Internet Users
Usage of e-government in UK is Usage of e-government in UK is comparatively lowcomparatively low
Of the 60% of population in UK who use the Internet (OXIS, Of the 60% of population in UK who use the Internet (OXIS, 2005)… 2005)…
…….39% (24% of citizens) have interacted wtih government .39% (24% of citizens) have interacted wtih government electronically in last year....electronically in last year....
in contrast with proportion who have sought product in contrast with proportion who have sought product information (87%) or bought on-line (74%) – 50% shop information (87%) or bought on-line (74%) – 50% shop once a month or moreonce a month or more
Cross-nationally: in 2003 Taylor Nelson Sofres estimated Cross-nationally: in 2003 Taylor Nelson Sofres estimated UK level of e-government use at 18% compared with 52% UK level of e-government use at 18% compared with 52% Netherlands, 51% Canada, 47 % Australia, 44% USANetherlands, 51% Canada, 47 % Australia, 44% USA
Cross-nationally - UK usage of e-Cross-nationally - UK usage of e-government also comparatively lowgovernment also comparatively low
% total population
2003 20022001
Netherlands 52 41 31
Canada 51 48 46
Australia 47 46 31
New Zealand 45 40 NA
USA 44 43 34
UK 18 13 11
Japan 15 13 17
Source: Taylor Nelson Sofres (2003)
Incentivization of e-governmentIncentivization of e-government
For e-government usage to rise, citizens and businesses have to be For e-government usage to rise, citizens and businesses have to be incentivized using:incentivized using:
MoneyMoney Authority, i.e. compulsionAuthority, i.e. compulsion Time, reducing transaction costsTime, reducing transaction costs Information and expertise eg. provide informational ‘added value’Information and expertise eg. provide informational ‘added value’
(See H.Margetts and H.Yared (2003) (See H.Margetts and H.Yared (2003) Incentivization of e-governmentIncentivization of e-government (London: UK National Audit Office) at www.governmentontheweb.org)(London: UK National Audit Office) at www.governmentontheweb.org)
Demand is there – government Demand is there – government citizen interactions are changing.......citizen interactions are changing.......Internet usersInternet users 52% of users go to Internet first to ‘find name of 52% of users go to Internet first to ‘find name of
MP if don’t know it’, 38% to ‘find information on MP if don’t know it’, 38% to ‘find information on your taxes’ (compared with 70% to ‘plan a your taxes’ (compared with 70% to ‘plan a journey/book holiday’)journey/book holiday’)
It seems that significant chunk of population It seems that significant chunk of population (around 25% and growing) will interact with (around 25% and growing) will interact with government on-line (e-government) as far as government on-line (e-government) as far as possiblepossible
What experience will they have of interacting What experience will they have of interacting with government?with government?
If you needed to use the Internet to send an email or something, do you know someone who could do this
for you?
Source: Oxford Internet Survey (OxIS) 2005; N=709 (Non-users); N=167 (Lapsed users)
15
210
5
2732
4352
59
0
10
20
30
40
50
60
70
80
90
100
%
Definitely not Probably not Yes, probably Yes, definitely Don't know
Non-users Lapsed users
Digital divides in e-government use (UK)Digital divides in e-government use (UK)
Internet users (60%)
Non-users (40%)
Internet first port of call for information– expect to use e-government (25%)
Could find proxy user for Internet and e-government (29%)
Internet users – open to using e-government (35%)
Adamant non-users of Internet and e-government (11%)
Potential users of e-government (89%)
Digital divide(s)Digital divide(s) Digital divides – different people use (or do not use) the Internet in Digital divides – different people use (or do not use) the Internet in
different ways for different things....different ways for different things....
.....and need to be incentivized differently.....and need to be incentivized differently Money (financial incentives to use e-services) Money (financial incentives to use e-services) Authority (compulsion to use e-channel) Authority (compulsion to use e-channel) Time (reducing transaction costs of interacting with government)Time (reducing transaction costs of interacting with government) Information and expertise (provide informational ‘added value’ Information and expertise (provide informational ‘added value’
eg. Companies House)eg. Companies House)
Eg. Skilled internet users will use general search capabilities rather Eg. Skilled internet users will use general search capabilities rather than portals and government information needs to be easy to find, than portals and government information needs to be easy to find, appear top of search listings, compete with private sector offeringsappear top of search listings, compete with private sector offerings
For non-users, intermediaries will be keyFor non-users, intermediaries will be key