Just do IT: deploying e-government services

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Governments around the world are increasingly reliant on technology to deliver their public services. We consider the key elements to a successful deployment of e-government.

It is crucial to view IT as an opportunity, rather than a problem.

While IT advances continue to ricochet across the private sector, governments are now racing to keep up while adapting to spending and headcount reductions. It is crucial for policy-makers to demonstrate the enduring value of effective IT.

IT will increasingly be asked to quantify the IT return on investment. It will also be asked to “do more with less,” balancing cost optimization efforts while ensuring overall effectiveness and driving greater efficiencies.

Despite the prevalence of such challenges, policy-makers are in no doubt of the value and potential of IT. For instance, the European Union’s Digital Agenda for Europe identifies four areas for priority:

  • Opening up access
  • Simplifying online and cross-border transactions
  • Building digital confidence
  • Reinforcing the single market for telecommunications services

Thailand is aiming to transfer more than 800 government services from manual setup to electronic platform, and expand broadband coverage from the current level of 33% to 95% by 2020. The US Federal Government is spending more than US$76 billion each year on more than 10,000 systems.

However, concerns regarding security, privacy and data continue to linger.

We have identified eight key areas for improvement that, if effectively addressed, will help propel IT from serving as a utility to acting as a business transformer:

1. Risk

  • Take full control of software, hardware and human assets
  • Manage system downtime threats and develop contingency plans
  • Manage risks, including security, privacy and third party vendor risks

2. Cost

  • Contain costs and manage the IT budget
  • Establish greater cost transparency
  • Reduce the cost of controls and the cost of compliance

3. Efficiency

  • Drive productivity improvements through technology
  • Leverage IT and technology to reduce cost of goods sold
  • Drive efficiencies through IT business process enablement

4. Program delivery

  • Simultaneously manage multi-release, multi-solution and multi-partner projects
  • Master increasingly complex market (cloud) service offers and business partners

5. Strategic alignment

  • Goals aligned with institutional goals and citizen expectations
  • Priorities and budget aligned with major governmental initiatives
  • Clear vision developed and communicated to key stakeholders

6. Relationships

  • Managing vendor relationships to perform to expectations, on-time and on-budget
  • Delivering integrated business intelligence and analytics to support better business decisions

7. Value

  • Create competitive advantage through IT and technology
  • Satisfy customers as well as employees — Millennials and Generation X

8. IT enablement

  • Drive IT enablement of major processes and transformations
    - IT process transformation
    - Customer transformation
    - Finance transformation
    - Government Service Delivery Transformation

Effective deployment of IT offers huge opportunities to transform public services for the better, delivering greater efficiencies for both government and citizen alike.


Read our article: Just do it