What is e-Government?
The term e-Government is understood differently across the world. E-Government
or Electronic Government is the delivery of more convenient, customer-oriented
and cost effective public services and sharing of information through
electronic media. Specifically, e-Government harnesses information and
communication technologies (such as Wide Area Networks, the Internet, and
mobile computing) to transform relations with citizens, businesses, and other
arms of government.
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What is the difference between e-Government and e-Governance?
E-Government is the transformation of internal and external public sector
relationships, through Information and Communications Technology (ICT) in order
to optimize government service delivery and citizen participation. Digital
society is a society or community that is well advanced in the adoption and
integration of digital technology into daily life at home, work and play.
E-Governance is the development, deployment and enforcement of the policies,
laws and regulations necessary to support the functioning of a Knowledge
Society as well as of e-Government.
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What are the objectives of e-Governance?
The strategic objective of e-Governance is to support and simplify governance
for government, citizens and businesses. The use of ICT can connect all three
parties and support processes and activities. Other objectives are to make
government administration more transparent, speedy and accountable, while
addressing the society’s needs and expectations through efficient public
services and effective interaction between the people, businesses and
government.
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What are the benefits of e-Governance?
E-Governance offers many benefits and advantages for the government, corporate
sector and society. E-Governance facilitates better delivery of government
services to citizens, improved interactions with business and industry, citizen
empowerment through access to information, or more efficient government
management. It simplifies internal operations and improves performance of
government departments while helping all sections of society to avail
government services at lower cost with maximum ease of use.
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Here are several specific benefits of e-Governance.
By employing online transactions, government processes become more streamlined,
efficient and less dependent on human interaction. Also the cost of processing
transactions is reduced online, resulting in great savings.
Interconnecting various ministries and government departments electronically to
share information helps them provide better governance.
Through one integrated e-Government portal, citizens and businesses can avail
of various government services, conduct online transactions, access information
and interact with various government bodies without standing in long queues,
waiting for office hours or handling lot of paperwork, and thus save time and
money.
In short, e-Governance brings about ‘anytime anywhere access to the right
person’.
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Tell me more about an e-Governance model.
E-Government applications normally evolve through a four-stage process. The
four stages are Information, Interaction, Transaction and Transformation. The
first stage includes the publication of information on a website for citizens
seek knowledge about procedures governing the delivery of different services.
The second stage involves interactivity. Clients can download applications for
receiving services. The third stage involves electronic delivery of documents.
The fourth stage involves electronic delivery of services where more than one
department may be involved in processing a service request or service.
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Tell me more about each stage in the e-Governance model.
There are three main target groups in every e-Governance model, viz. government
(G), citizens (C) and businesses (B). Abbreviations such as B2B (Business to
Business) and B2C (Business to Consumer) are used to describe the interactions
between the various groups.
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Information Phase
In the first phase, e-Governance means, a presence on the web, providing the
public (G2C & G2B) with relevant information. The format of the early
government websites is similar to that of a brochure or leaflet. The value to
the public is that government information is publicly accessible; processes are
described and become more transparent, which improves democracy and service.
Internally (G2G) the government can also deliver static information with
electronic means, such as the Internet.
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Interaction Phase
In the second phase, the interaction between government and the public (G2C
& G2B) is stimulated with various applications. People can ask questions
via e-mail, use search engines, and download forms and documents. These save
time. In fact the complete intake of (simple) applications can be done online
24 hours per day. Normally this would only have been possible at a counter
during opening hours. Internally (G2G) government organisations use LANs,
intranets and e-mail to communicate and exchange data.
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Transaction Phase
With phase three, the complexity of the technology is increasing, but customer
(G2C & G2B) value is also higher. Complete transactions can be done without
going to an office. Examples of online services are filing tax,
extending/renewal of licenses, visa and passports and online voting. Phase
three is made complex because of security and personalisation issues. E.g.
digital (electronic) signatures will be necessary to enable legal transfer of
services. On the business side, the government is starting with e-procurement
applications. In this phase, internal (G2G) processes have to be redesigned to
provide good service. Government needs new laws and legislation to enable
paperless transactions.
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Transformation Phase
The fourth phase is when all information systems are integrated and the public
can get G2C & G2B services at one (virtual) counter. One single point of
contact for all services is the ultimate goal. The complex aspect in reaching
this goal is mainly on the internal side, e.g. the necessity to drastically
change culture, processes and responsibilities within the government
institution (G2G). Government employees in different departments have to work
together in a smooth and seamless way. In this phase cost savings, efficiency
and customer satisfaction are reaching highest possible levels.
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