Public Management and Administration - Owen E.hughes

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normal way. However, feedback is limited. There are large numbers of such sites in existence, many of which depend on the relatively low technology of e-mail. ● Processing A formal quantifiable exchange of value takes place, such as paying a licence or a fine, even filing a tax return. This level allows for tasks, previously carried out by public servants, to become web-based selfservices, although they require off-line channels for completion. ● Transaction This is where a portal for a wide range of government services is provided. A portal means much more than a simple web site. It is able to integrate government services and provide a path to them based on citizens’ needs, replacing the traditional structure of department or agency. Through a portal, the information systems of all departments and agencies can be linked to deliver integrated services in a way that avoids users having to understand the agency structures of government. The Singapore government set up the e-Citizen portal in 1997 as a pilot to demonstrate to government ministers what was meant by ‘integrated’ and ‘citizen-centric’ digital services. It includes more than 50 life events and 150 transactions (Holmes, 2001). The Australian state government of Victoria was another early pioneer. Its Multi-service Express (ME) portal offers citizens nearly 100 digital services giving three ways of access: by service type, by life event, or by location. The portal is connected to the state’s MAXI network, which offers both public and private services organized around life events. In the United States, the site www.firstgov.gov tries to provide a single gateway for users to all government websites, which are organized around the information the user is seeking, as opposed to the name of the agency, its services, or the tier of government responsible for that service. Others are, in Canada, www.canada.gc.ca, which provides a single gateway to a broad range of government services, and, in Australia, australia.gov.au. According to one report, the leaders in e-government will be those countries that fully exploit the portal model (Accenture, 2001). Many governments are still at relatively low levels of interaction, rather than enabling transactions or providing portals. However, first or second stage sites are important as they provide information to citizens to a greater extent than was common in old-style bureaucracy. Much more change is engendered by third and fourth stage interaction. Government-to-citizen links (G2C) E-government 189 Although the full impact of government-to-citizen links will not be felt until there are greater numbers of citizens both connected to the Internet and using it, there are a number of ways in which e-government will assist the link between government and citizens. Service delivery systems may be linked with
190 Public Management and Administration life events and citizen needs. For example, many of the compliance tasks involved in foreign travel can be linked with each other on the same website. Passports, visas, health warnings and vaccinations may be accessed together when someone, or their agent, books travel. It is much easier, as noted earlier, to renew vehicle or drivers’ licences or pay fines through links of this kind. E-government allows public agencies to provide many services whenever its clients require them and without having to attend an office in person. Renewing of licences, changes of address or even completing forms for provision of welfare can be done on-line. It is also cheaper. An on-line licence renewal in Arizona costs $1.60 per transaction compared to $6.60 normally and, with the processing carried out by IBM, under contract, both the state and the company gain economic benefits (The Economist, 24 June 2000). Providing services more conveniently reinforces the view of the citizen as customer. For many services this is an appropriate perspective. There is potential in the increasing use of tools such as Customer Resource Management (CRM) software to enhance the service provided. Correlating information about location, status, dependents, and other demands on government enhances the ability to identify an individual’s current situation and anticipate future needs, although there are obvious dangers if insufficient attention is paid to privacy and security. Customer resource management techniques allow a closer relationship with citizens – for good or ill – by making better use of information already collected through techniques such as data warehousing and data mining. Another, relatively unsung, part of G2C is the greater availability of information on government services that can be accessed by citizens. Even if much of this is essentially one-way, there is much more information available which is more easily accessible than previously under the traditional model of administration. In that model information was held centrally and released only grudgingly, usually by printed reports that were difficult to get and did not encompass much of the inner workings of government. It is now much more common for information of all kinds to be released as it is completed, in downloadable form for anyone to access. Government-to-business links (G2B) E-business in the sense of electronic exchanges involving commercial and feefor-service transactions is a rapidly growing sector of the economy in a number of countries. In manufacturing, large companies such as Ford and General Motors use the Internet to source parts and have required their suppliers to adapt their internal workings to comply. Public organizations, too, are placing significant resources into delivery and procurement systems for their interactions with business. If using the Internet is becoming more common in the private sector for business-to-business interchange, it is hardly surprising that government would wish to do the same. Increasingly, governments are requiring suppliers to operate as e-businesses.
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Public Management and Administratio
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Also by Owen E. Hughes AUSTRALIAN P
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© Owen E. Hughes 1994, 1998, 2003
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Preface Over the past 20 years the
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viii Preface the Colorado link such
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3 Public Management Introduction Th
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5 Public Enterprise Introduction Pu
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7 Strategic Management Introduction
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14 Conclusion: A New Paradigm for P
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284 References Borins, Sandford (19
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286 References Glor, Eleanor D. (20
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288 References Jordan, Grant (1997)
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290 References Monroe, Kristen Renw
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292 References Putt, Allen C. and S
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294 References Wilson, Graham K. (1
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296 Index bureaucracy 1-5, 9, 15-43
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298 Index information and communica
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300 Index ‘one best way’ thinki
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302 Index Ritter, G. 85, 86 role of
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