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

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Figure 7.3 Mechanisms for assessing user demand for e-government 70 60 50 40 % 30 20 10 0 Web hits Customer surveys Government wide statistics Electronic feedback mechanisms Number of responses (as %) Source: OECD E-Government Survey: Denmark. Organisations’ experience with user demand As already noted, despite the fact that Denmark is a leader in provision of online information and services, the vast majority of respondents to the OECD survey reported that the biggest drive for e-government in their organisation was coming either from the government (57%) or from within the organisation (35%). Less than 5% of respondents indicated that the biggest drive was coming from citizens, and even fewer stated that businesses provided the biggest drive. This an indication of an innately user-focused public sector being prompted to use e-government to move further in this direction as a result of government policy and strategies, rather than in response to external demand. Constraints on demand Survey respondents identified a range of possible constraints on demand for e-government, the two most important (i.e. rated as being “very important”) being: 1) a lack of service linking or integration, whereby organisations do not work in an integrated fashion; and 2) user perceptions that e-government service delivery is not sufficiently advanced in terms of offering possibilities for online interaction or transactions. These constraints were each rated as being very important by 9% of survey respondents, with the latter seen as the largest constraint overall, being regarded as important to some degree by 63% of respondents (see Figure 7.4 below). This is a notable survey result because, despite indications that government could take a more user-focused approach to understanding the demand for e-government, identification of both constraints reflects an awareness of the fact that user-focused e-government involves provision of services in ways that are more sophisticated than simply posting information on Web pages and/or allowing forms to be filled out online. 127
Figure 7.4 Constraints on demand for e-government (existence & importance) Online service delivery not seen as sufficiently advanced (i.e. interaction or transaction not possible) Related services insufficiently linked or joined due to lack of cross-organisation integration Perceived lack of user friendliness Perceived lack of online security protection in comparison with the same service offline Perceived lack of online privacy protection in comparison with the same service offline Inexperience regarding use of online services, or lack of necessary skills Lack of awareness of online service availability Perceived lack of reliability (i.e. online services not seen as updated, correct, complete) Perceived lack of personalisation (i.e. online services not seen to meet users' specific needs) Lack of user access to the Internet Insufficient access channels for e-government (i.e. Internet, telephone, in person, etc.) 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% Very important constraint Important constraint Somewhat important constraint Not an important constraint Was a constraint (now overcome) Not a constraint Source: OECD E-Government Survey: Denmark. The result is also notable because, in comparison to other European nations, Denmark has made considerable progress in this area of e-government. In the 2003 European Commission eEurope benchmarking exercise, Denmark ranked first in terms of full availability of public services online, and second in terms of the sophistication of those services. In 2004, according to EU measures, Denmark’s online public services for both citizens and businesses were, collectively, the most “sophisticated” (i.e. allowed the most interactivity) in Europe. Figure 7.5 Sophistication of online Danish public services Source: Eurostat (2005), e-Government: Internet based interaction with the European businesses and citizens, http://epp.eurostat.cec.eu.int/cache/ITY_OFFPUB/KS-NP-05-009/EN/KS-NP-05-009-EN.PDF . 128
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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
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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 and 126: • The lack of information and the
Page 127: Figure 7.2 Source and type of e-gov
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
Page 177 and 178: 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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