Introduction to E-governance and its Adaptation in Municipalities’ Venue : Sreemangal Municipality Date: 23 January,2014 Presenter : Md. Zahurul Islam, Local Capacity Development Expert-Municipal Finance & Performance Improvement , GIZ
Purpose of the Orientation To know about e-governance and how adaptation of e-governance will have benefited for Municipality in the delivery of more effective and efficient information and services to its Citizens.
What is E-governance O Use of Information, Communication &
Technology to improve the efficiency, effectiveness and accountability of Public sector organization. O Is the provision of services and information by electronic means through integrated channel. O Can bring a change in the way citizens relate to government and to each other.
Definition given by UNESCO O ‘The public sector’s use of information and
communication technology with the aim of improving information and service delivery, encouraging citizen participation in the decision making process and making governance more accountable, transparent and effective’.
What is not ‘E-governance’ O It is not computerizing the existing
government process. O It is not digitalizing the files and documents of the government.
Why E-governance for Municipalities and Citizens E-governance looks the need of Municipality and their citizens towards improving city governance and use of ICT to delivery public services
Gaps make citizen service delivery ineffective O Between citizen’s participation and the government’s O O O O O
perception. Between the government’s perception and service quality specification. Between service quality specification and service delivery. Between Service delivery and citizen’s communications. Between citizen’s communication and expected service. Between Expected Services and Citizen’s participation.
Transformation : Manual to E-governance From
To
Bureaucratic
Citizen centric
Fragmented
Integrated
Authorization
Service oriented, participatory and democratic
Closed
Transparent
Insight
Informed decision making
Manual operation
Automated
Manual data storage
Electronic media
Manual Vs E –Government Use of Resources Low
High
Infrastructure Fragmented
Integrated
Cost of Service High
Low
Speed of Service Months/Days
Hours/Minute
ROI Low
High
Transparency Low
High
Participation Low
High
Benefits of E-governance O Benefits for Users:
-Reduction in costs of accessing services. -Improvements on the overall quality of services -Governance improvement. O Benefits for Service Providers: -Increase in transaction and revenue -Reduction in costs of providing services -Governance Improvement
Group of E-governance O Government to Citizen(G2C) O Government to Business(G2B) O Government to Employee(G2Y) O Government to Government(G2G)
O Informational Services
O Transactional Services
Type of E-governance Services
How performance can be measured Stakeholder Stakeholder Performance measure
Key indicator
Users
Number of trips required to complete the Service, Travel costs based on distance to service delivery site, Waiting times at service delivery site, Payments of bribes to receive satisfactory services.
Costs of accessing services
of service and User perceptions of service quality, How Quality performance can be measured governance transparency, and accountability
How performance can be measured(cont..) Stakeholder Stakeholder Performance measure
Key indicator
Service Providers
Transaction volume and revenue
Growth in transaction volumes Growth in revenues
Operating cost
Supervisor perceptions of cost impact
Comparison between Manual & E-governance Service Manual Services
E-governance Services
With manual services. Users often are not sure when the services would be delivered. As a result they have to make several visits to the respective government office see if the requested services have been completed
Computerization has made service delivery more predictable. Egovernance systemizes the work flow for delivery services, and atomization makes each step for officials.
With manual system, users often have to wait on long lines to receive services. Bribes paid to officials are another costs for users, because bribes are often required to accelerate to service delivery.
Delays at any stage can be easily monitored and corrective action can be taken. Under e-Governance, fewer users need to pay bribes than under manual system.
Desired Features of services from E-governance O Cost of accessing services
-Number of Trips Saved -Changes in Travel Costs -Reductions in Waiting Times - Reductions in Bribe Payments O Quality of services -Perceptions of increased service quality -Error-free transactions -Increased transparency -Increased convenience.
How e-governance /ICT acts O It breaks barriers to human knowledge O It breaks barriers to participants O It breaks barriers to economic opportunity.
Phases : E-governance Phase 1: Web presence Phase 2: Interaction Phase 3: Transaction Phase 4: Transformation
Beneficiaries‘ of Egovernance a)Citizens b)Business /Professional organizations c)Employees
a)Citizen’s expectation from Egovernance O Easy and fast information access about the
government and its services O Flexibility in accessing the services of the government, with services available where and when demanded. O Responsiveness to feed back about the content and quality of services.
b)Business/professional organization’s expectation from E-governance O Single and integrated view of the business
relationship across all departments and services. O Simplified decision cycle to cater for the faster
turnaround times.
c)Employee’s expectation from Egovernance O Reduce to workload of the employees who need
to perform the same task repeatedly.
O Better MIS system for improving the internal
efficiency of departments.
O Better system for availing the government
benefits for the employees.
Delivery Channels: E-governance The delivery channel represent the means through which electronic services are delivered to the citizens. Following are the different delivery channel of E-governance: O Existing department service channel. O Internet/web site. O Phone(call center) O Mobile servicing O Citizen service centers
E-governance Practices in Municipalities O Tax and Non-tax revenue collection O Public Grievance O New water supply line connection. O Birth/Death Registration O Solid waste management. O Trade license O Building plan approval. O Financial Accounting
Municipal E-governance: Financial Accounting .
Municipal E-governance Integrated Platform A fully integrated municipal e-governance platform must serve the three main ingredients of any effective e-governance implementation: 1. Administrative Efficiency 2. Transparency and Accountability 3. Citizen Service Delivery
zahir-expert,giz
11/28/2016
Thank You……………. For further information, please contact
:
Md. Zahurul Islam +880 1728327471 zahir.ucep@yahoo.com
Thank You……………. For further information, please contact
:
Md. Zahurul Islam +880 1728327471 zahir.ucep@yahoo.com