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

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Two very important steps that government can take to encourage this type of e-government service integration and sophistication are to: • Provide common frameworks for service integration (e.g. enterprise architectures and interoperability frameworks, etc.). • Implement Internet portals as the “single-window” online service delivery environment that can provide: 1) the necessary focus and incentives; and 2) the common ICT platform for creation and delivery of more user-focused e-government services. Denmark has been making solid efforts in both of these areas, which have eliminated or reduced barriers to this aspect of user-focused e-government. Common frameworks are discussed in Chapter 6, while portals are discussed later in this chapter. The OECD survey showed that, at all levels of perceived importance, the second biggest reported constraint on demand for e-government is lack of awareness of the availability of online services. This can be regarded as a positive result, as it is relatively easy to address this constraint by effective marketing of e-government through initiatives such as the marketing campaign currently being developed by the Digital Task Force. Lack of awareness is also, to some extent, self-correcting in the longer run; as more users experience e-government services, they become more likely to make others aware of them (the caveat being that it is important that services are high quality and user-focused, so that people do not convey a negative impression of e-government). Tow other constraints on demand that were seen as being important to some degree by over half of the survey respondents were user inexperience or lack of skills needed to use online services, followed by a perceived lack of user-friendliness. Again, these results indicate an awareness of the needs of e-government users that aligns with the overall impression of Danish government organisations being inherently user-focused. Constraints related to the issue of the digital divide were seen as the least important (see Chapter 3 for further discussion of this issue). Box 7.1 Addressing lack of user experience Denmark has developed a way of addressing the lack of user experience, which is also an interesting early step towards multi-channel service delivery. 1881 is a call centre developed in conjunction with the www.danmark.dk portal providing users with equivalent access to the Danish public sector via telephone. 1881 is an alternative way of accessing e-government for people unaccustomed to using the Internet or without Internet access. In addition to directly answering specific questions about matters of public interest, and referring users to government organisations, 1881 provides guidance in using www.danmark.dk and other public Web sites. Provision of user-focused services As already noted, the inherent user-focus of Danish government applies to e-government. At the all-of-government level, e-government is positioned as an important part of the user-focused public sector modernisation programme. The e-government strategy reinforces this by stressing the role of e- government in providing high-quality services and placing citizens and business at the centre of government. This commitment is made concrete through the various targets and measures established by the strategy. 129
When asked about the level of importance that e-government leaders in their organisations should place on various aspects of e-government, 96% of survey respondents stated that strengthening a user-centred approach was important to some degree, with 68% saying it was very important. Other survey results indicate that the importance organisations have placed on different drivers for e-government implementation reflects this view. When asked about these drivers, 85% of respondents said that responding to external demand (from citizens, business, etc.) was important to some degree. However, only 5% of all survey respondents rated it as a very important driver, versus the 37% who felt that enabling efficiency gains was very important. Municipalities differed somewhat in this regard, with 13% stating that external demand was a very important driver – perhaps indicating the inherently closer relationship they have with users of their services. The OECD survey also looked at how user-focus was being incorporated into the e-government strategies and plans of individual organisations. The results show that the e-government strategies of 82% of respondents’ organisations target a generic goal of user-focused service provision. After this, there is a significant drop to the goal of adapting current services to changing user preferences, which is part of the e-government strategy of 47% of respondents. Following this were: 1) providing mechanisms for user feedback (35%); 2) engaging users in the design of new services (29%); and 3) building services that anticipate unexpected user needs (11%). The trend shows that organisations’ strategies are less likely to include proactive approaches to providing user-focused e-government services based around asking users about their needs and how to meet them through e-government. It also mirrors the fact that proactive measures of demand for e-government are used less than passive ones, such as counting Web site hits. This is perhaps a further reflection of the fact that government organisations feel that the major drive to implement e-government comes from the Government. It may also be another demonstration of Danes’ traditionally high degree of satisfaction with government services, which may be manifesting as a relative lack of citizen or business expression of demand for more user-focused services. Figure 7.6 User-focused elements of e-government strategies Providing services that best meet expressed user needs Adapting current services to changing user preferences Providing feedback mechanisms for users, and incorporating comments Engaging users in the design and definition of new web-based services Building services that anticipate unexpected user needs None of the above 0 10 20 30 40 50 60 70 80 90 % Percentage of responses Source: OECD E-Government Survey: Denmark. 130
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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
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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 and 128: Figure 7.2 Source and type of e-gov
Page 129: Figure 7.4 Constraints on demand fo
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
Page 179 and 180: 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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