Trends in E-government Flashcards
What is Multichannel service delivery?
Provision of public services through various means in an integrated way.
What are the benefits of Multichannel service delivery?
Increase in citizens’ satisfaction and trust in government.
What is the archetypal example of Multichannel service delivery?
Porto Alegre in Brazil.
Porto Alegre in Brazil is recognized internationally as a ground-breaking local level initiative in which the state government has engaged more than 1 million residents in its multichannel online and offline decision-making to enhance provision of a wide range of public services and utilities
Citizens make their decisions based on what and what should they recieve from Multi-channel service delivery?
according to their needs and circumstances and receive consistent information and services across different channels.
How can a channel change a user’s perception and confidence of a public service?
a channel can add value with a positive user experience, and in the same vein, it can subtract value through a negative user experience.
Why is channel selection important?
To effectively reach specific audiences
Specific groups of citizens, for example, rural population with limited ICT access.
What is value proposition?
Statement describing the value a company offers
What are some traditional citizen touch-points?
counter and voice services
What are some online means of communication?
Internet access through PCs, cell phones, and tablets
What are some examples of emerging media channels?
mobile apps and social media
What are some fundamental channels that will remain?
counter (in-person), paper-based, and phone (voice) services
Why might some individuals prefer in-person or phone communication?
Not comfortable with new technologies
What are examples of public services that require personal interaction for identity authentication?
Issuance of birth and marriage certificates
What is a hybrid channel?
When two or more channels are involved in a single service provision
How has the United Arab Emirates increased digital government usage?
By inviting people to participate in the design of public services and providing incentives such as gamification options.
What is the Citizen’s unified mailbox in Denemark?
A secure digital letter box in which citizens receive all emails from public authorities.
The Government of Denmark, through a legislation adopted in 2012, pledged that by 2014 all citizens would have a secure digital letter box
What authorization can Danish citizens provide for their ‘Digital Post’?
Authorization for family members to access it on their behalf.
What is OneInbox?
Official Government platform for receiving government-related correspondences electronically
When was OneInbox implemented?
In 2013
Why was OneInbox implemented?
Based on surveys and polls showing preference for electronic correspondences
What is the purpose of OneInbox?
To provide trusted and guaranteed delivery of correspondences and make filing and tracking easier
What does Singapore’s OneInbox aim to provide?
a trusted and guaranteed delivery of correspondences and make it easier for individuals and businesses to file and track their correspondences from a single aggregated platform.
What is a mobile government office?
A physical government office that uses mobile technologies.
Who does the Australian Government Mobile Offices target?
Older persons, students, jobseekers, persons with disabilities, farmers, and self-employed individuals.
What is the purpose of mobile government offices?
To provide government payments and services to rural communities.
How do mobile government offices benefit rural communities?
It makes it easier for people in rural communities to conduct their business with Centrelink.
How many countries offer free access to online government services?
91
What are the different access points for free online government services?
kiosks, community centers, post offices, libraries, public spaces, and free Wi-Fi
What technology are people using to conduct transactions with the public sector?
mobile phones
What methods are utilized to deliver government services through mobile devices?
SMS and mobile applications
What is one strategy the United States Government is implementing?
Mobile-first strategies
compatibility of service delivery with mobile devices is given priority
What are some ways governments can improve service delivery?
Make Internet access more affordable, provide multiple channels, deliver user-friendly online content
What are some reasons of low e-services adoption?
- Lack of awareness or IT skills
- Lack of competition and affordability of ICTs
- Lack of trust in the government
- Digital divide
- Current e-services do not match citizen demand
What are some efforts to expand usage of e-government services?
- Creating Open Government Data platforms
- Decentralizing e-government services
- Enhancing access to the vulnerable groups
- Raising awareness through outreach campaigns, trainings, and social media
- Improving website design
- Monitoring usage
- Surveys for citizens
What is the digital divide?
Disparity in real access which is inequality in both physical access to ICTs and the ability, know-how and the culture to use the technology well.
At the basic level, the digital divide stems from a lack of physical access to technology between groups and individuals. This can be in terms of internet connection, availability of broadband, computers, smart phones, mobile devices and in general a disparity in access to the communication infrastructure.
According to (OECD Glossary of Statistical Terms):
What is the term ‘digital divide’ referring to?
The term “digital divide” refers to the gap between individuals, households, businesses and geographic areas at different socio-economic levels regarding both their opportunities to access information and communication technologies (ICTs) and to their use of the Internet for a wide variety of activities.
List all:
Multi-channel Service delivery Mechnasims:
- Mobile Government website
- Public access Internet points
- Smart Phones
- Mobile Based technologies
- Over-the-counter services
- SMS subscription
- Postal Email
List all:
Hybrid and integrated channels includes:
- Integration of voice to web channels
- Gamification (to engage youth in public affairs)
- Citizen’s unified mailbox
- Mobile Government Office
What is Gamification?
Gamification is the application of game-design elements and game principles in non-game contexts.
a set of activities and processes to solve problems by using or applying the characteristics of game elements.
A well-known country that adopted Gamification technique?
UAE
United Arab Emirates has managed to increase digital government usage by inviting people to participate in the design of public services,
providing incentives such as gamification options
What are the most common channels adobted by channels to deliver e-services?
Short message service (SMS) and mobile applications
What is a more popular and convenient service than any other e-government service?
online tax filing and business services
What risks and threats can the use of digital technologies in government pose?
Widening digital divides and potentially undermining human rights, individual privacy, and security.
What are new technologies reinforcing?
Various forms of inequality.
What factors have contributed to improved access?
Technological progress and affordability
The “digital divide” was once considered to be a lack of access to the Internet and hardware, such as computers, phone, and mobile devices.
But access has improved through technological progress and affordability, such as access to mobile phones.
What are some new digital divides that have emerged?
Speed and quality of devices, digital literacy
Has the digital divide become a singular or multiple issue?
Multiple digital divides
What is the reason that digital divides exist in all countries
Digital divides are no longer considered to be only a lack of access to ICT infrastructure. Neither are they necessarily a division between high- and low-income countries.
What is a key barrier to access? (1)
Access and Internet penetration
although Internet penetration has increased, it continues to be a key barrier as more people globally remain offline rather than online.
What affects affordability of ICTs? (2)
The gap between rich and poor and serves as an important difference in adoption within countries as much as between them.
Who generally uses ICTs to a lesser extent? (3)
Older people
Digital Divide:
What is one factor that limits the capacity to transmit and receive information over networks?
Bandwidth
How there can be a digital divide based on ‘content’?
Relevant content in local language(s) is important to stimulate adoption.
What is a fundamental challenge to bridging digital divides?
Education
Is there a difference in online usage between men and women?
There is a small but persistent difference in online usage between men and women
What is a potential issue for migrants in terms of digital skills?
Migrants may not possess the same levels of digital skills as the population in their new country and if they do, may be subject to content and language divides
What disadvantage do rural and remote areas often face compared to urban areas?
Lack of speed and quality of services
What are new forms of divide introduced by mobile phones?
technology, speed and usage
What difference in usage can affect the advantage of ICTs?
What people do with their access
What is the e-government divide in relation to vulnerable populations?
Facilitating digital access for illiterate, low-educated, disabled, poor, women, children, elderly, and rural communities.
What is open government data?
Proactively disclosing and making government information available online for access, reuse, and redistribution without restriction.
What divides exist in all countries?
digital divides
What does e-government usage remain?
tepid
Gamification is the application of game-design elements and game principles in what context?
non-game contexts
What are the benefits of open government data?
Transparency, citizen participation, government effectiveness, business opportunities, innovation
When is Data considered open?
when it is shared with an open license in a way that permits commercial and non-commercial use and reuse without restrictions
What is government data?
In general, government data is all data or information that government entities produce or collect.
What does open mean?
can be readily and easily consulted and** re-used** by anyone with access to the internet.
List all:
Features of good open data:
- Has value to the public.
- Timely updated.
- Offered in different formats.
General features of open data:
- No legal barriers .
- No fees required.
- Machine readable.
- No technological barriers
