OECD Peer Review of E-Government in Denmark - ePractice.eu

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interviewees who stated there is little demand for participation. Citizen demand for participation is strongest for consultation about services (22%). Aside from revealing the contradiction noted above, there are three particularly notable aspects to this set of survey results. First, a significant number of organisations (over 50%) report that they do not experience any user demand for e-government consultation or participation, especially in relation to consultation for policy-making. Setting aside the fact that many organisations will have little or no policy-making functions, this result does suggest that there is an opportunity to develop more user-focused e-government in the broad area of participation in government. Second, nearly 10% of organisations reported that demand for information was not applicable to them. While it is to be expected that the demand will vary according to the differing functions of government organisations, it is hard to imagine that any organisation could face no demand for at least basic online information, such as a description of its activities and details of how it can be contacted. One implication of this result is that it suggests that some organisations may not yet have Web sites. Whether this is the case or not is unknown, because organisations are not compelled to have Web sites, and there has apparently been no systematic stocktaking of the existence of public sector Web sites (notwithstanding the Top of the Web initiative discussed below). Third, for all areas of demand other than provision of online services, survey respondents identified other government organisations as the second largest source of demand. This result illustrates the fact that, when organisations are looking at how they can use e-government to become more user-focused they need to consider their relationships within government as well as with citizens and businesses. The high demand within government for information and consultation is a useful indicator of the potential for e-government to help improve co-ordination and collaboration within government – especially through use of online tools to support improved management of information and knowledge, and inter-organisational work and decision making. 125
Figure 7.2 Source and type of e-government demand Online services (i.e. permits, grants, procurement, taxes, applications, payments, etc.) Information provision (i.e. current laws and regulations, government offices and services, statistical information) Consultation for services (i.e. feedback on service quality) Participation in policy making (i.e. online policy discussion forums) Consultation for policy making (i.e. comments on draft laws) 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% Citizens Businesses Government organisations NGO/Civil society Not applicable Source: OECD E-Government Survey: Denmark. Organisations’ assessment of demand OECD survey respondents indicated that the most widely used method for assessing demand for e-government was counting hits on Web sites (used by 63% of respondents), significantly ahead of user surveys, government-wide statistics and electronic feedback mechanisms. Clearly, organisations use a variety of methods to assess demand, although it is not known to what extent they are using either just one or a combination of these or other methods. What is important to note is that the most heavily used approach is the one that is least useful in terms of helping organisations learn about their service users, as it does not enable understanding of users’ actual service needs, online capabilities and priorities. Used on its own, measurement of Web hits can only reveal the historical demand for a pre-existing “menu” of e-government services, rather than provide a forward-looking view of e-government needs and demands like that offered by the studies discussed earlier in this chapter. Furthermore, assessment of Web hits confines analysis to those e-government services delivered through Web sites, rather than through all the delivery channels that e-government can enable and support. 126
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OECD PEER REVIEW OF E-GOVERNMENT IN
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TABLE OF CONTENTS SUMMARY ASSESSMEN
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ANNEX A: OVERVIEW OF POLITICAL AND
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OECD PEER REVIEW OF E-GOVERNMENT IN
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While it is vital that the Governme
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Finance and the MVTU following thes
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this challenge was frequently menti
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Alongside the problem of the reliab
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In terms of its impact on organisat
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and businesses. While it is not cer
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considerable strategic importance t
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government organisations are aware
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8. Monitoring and evaluation Denmar
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Abstract There is a favourable envi
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E-government context Government pol
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The Structural Reform Between 2005
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administrative procedures. The find
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Figure 1.2 E-government structure a
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II. THE CASE FOR E-GOVERNMENT Denma
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• Creation of a competitive marke
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Abstract Government organisations c
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Source: OECD E-Government Survey: D
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Figure 3.2 Legislative and regulato
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modernisation process, especially i
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and the generally high level of tru
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fund it has created providing a tot
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outright barriers. The clearest evi
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Figure 3.5 Use of public digital se
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• Employment status: students and
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APPENDIX TO CHAPTER 3: INFORMATION
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Figure 3.A.4 ICT usage among Danish
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Figure 3.A.8 Internet access among
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IV. PLANNING AND LEADERSHIP The e-g
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The strategy notes that Denmark is
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exchanged electronically. This is e
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with even lower rankings for driver
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involvement in e-government therefo
Page 75 and 76: In addition to support for the Join
Page 77 and 78: Figure 4.5 Responsibility for desig
Page 79 and 80: V. ORGANISATIONAL CHANGE This chapt
Page 81 and 82: Structural Reform and e-government
Page 83 and 84: The Task Force has initiated a proj
Page 85 and 86: Figure 5.2 Share of documents recei
Page 87 and 88: Box 5.1 Improving middle management
Page 89 and 90: Abstract Collaboration is relativel
Page 91 and 92: Co-ordination of e-government polic
Page 93 and 94: Box 6.1 Key e-government co-ordinat
Page 95 and 96: The CRS encompasses a number of reg
Page 97 and 98: Digital signatures are now being wi
Page 99 and 100: Denmark - something that could be a
Page 101 and 102: Staffed by employees from the Digit
Page 103 and 104: The additional workload is connecte
Page 105 and 106: such a framework be designed; and 3
Page 107 and 108: schemas used in different areas of
Page 109 and 110: • Changing conditions in the publ
Page 111 and 112: municipalities, which might otherwi
Page 113 and 114: The current situation has evolved o
Page 115 and 116: Figure 6.6 Impacts of partnerships
Page 117 and 118: Source: OECD E-government Survey: D
Page 119 and 120: Abstract The Danish vision for e-go
Page 121 and 122: Figure 7.1 Drivers of e-government
Page 123 and 124: • To ensure internal knowledge of
Page 125: • The lack of information and the
Page 129 and 130: Figure 7.4 Constraints on demand fo
Page 131 and 132: When asked about the level of impor
Page 133 and 134: eing for one group or another (e.g.
Page 135 and 136: Figure 7.8 Use of electronic delive
Page 137 and 138: The national portal www.denmark.dk
Page 139 and 140: identification of the relationship
Page 141 and 142: Abstract At the all-of-government l
Page 143 and 144: • At least 60 percent of all publ
Page 145 and 146: External audit Another important el
Page 147 and 148: can have impacts: 1) “service cha
Page 149 and 150: Figure 8.4 Responsibilities for mon
Page 151 and 152: CASE STUDY 1: STANDARDS-BASED E-GOV
Page 153 and 154: pharmacies (e.g. referrals and disc
Page 155 and 156: Danish approach of flexible decentr
Page 157 and 158: CASE STUDY 2: ACHIEVING E-GOVERNMEN
Page 159 and 160: Estimation of benefits for both eDa
Page 161 and 162: ANNEX A: OVERVIEW OF POLITICAL AND
Page 163 and 164: ANNEX B: INSTITUTIONAL CONTEXT AND
Page 165 and 166: Administrative environment Organisa
Page 167 and 168: Other State government responsibili
Page 169 and 170: − Models to support inter-organis
Page 171 and 172: ICT usage As discussed in Chapter 3
Page 173 and 174: Promotion of IT Research and Educat
Page 175 and 176: other reforms. The plan identified
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Overall, these action plans were su
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E-mail addresses for everyone Anoth
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had developed extensive practical k
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ANNEX E: METHODOLOGY Definition of
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The survey asked State and local go
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ANNEX F: GLOSSARY This glossary was
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BIBLIOGRAPHY Agency for Governmenta
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Ministry of Science, Technology and
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Statistics Denmark (2004b), Nyt fra
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