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

More documents

Recommendations

Info

Key point 7.3 While Danish organisations clearly regard development of user-focused e-government as being important, this attitude appears to be driven more by the Danish government than by individual citizens and businesses. In practice, for most organisations this user-focus manifests in e-government strategies as a generic commitment, with fewer organisations appearing to take more proactive steps towards this goal. Despite this, Denmark has made significant achievements in this area of e-government. In Europe, it is a leader in terms of the sophistication of its online services (especially those for businesses), and by their own assessment, significant percentages of the e-government services provided by Danish organisations are of an interactive or transformational nature. Providing user-focused access to e-government In Denmark the Government has neither explicitly directed nor provided guidance to organisations over how e-government delivery should be undertaken (for example through implementing some form of government-wide “channel management” or “multi-channel service delivery” strategy). The most common means of delivering e-government services is through organisation-level Web sites, which are used by 95% of all organisations that responded to the OECD survey. Following this, 61% of respondents reported using portals to deliver e-government, after which there was a significant drop to the use of voice services (i.e. call centres), and finally mobile phone-based channels (WAP and SMS). This strong tendency towards use of Internet-based delivery is consistent with the relatively high capacity of the Danish public to access and use e-government over the Internet, due to the high rates of PC and Internet access (see Chapter 3). Clearly, Web sites and portals are the delivery channels that present the least challenge to Danish e-government in terms of achieving equity goals, and are also viewed as the delivery medium where there is the least constraint on user demand. The significant difference between organisations’ delivery of e-government to users of home and/or business PCs (through Web sites and portals) versus users of mobile phones (via WAP and SMS) mirrors the situation in other OECD countries. With Danes being among the highest users of mobile phones in the world, there is a significant opportunity for Danish e-government to become more user-focused by increasing the extent to which e-government services are delivered via mobile phones (so-called “m-government”). There is no data available on the channel preferences of Danish e-government users but it can be assumed that, across time, more Danes will be interested in accessing government services via their mobile phones where this is a feasible and appropriate mode of delivery. Among the wide range of issues related to adapting services to mobile delivery that organisations will have to face, one particular government-wide concern will arise from the fact that the current approach to securing e-government through the use of PKI in Denmark is a PC-centric model that may not be compatible with mobile platforms (see Chapter 6). 133
Figure 7.8 Use of electronic delivery channels 100 90 80 70 60 % 50 40 30 20 10 0 Websites Portals Voice services SMS WAP MMS Yes Source: OECD E-Government Survey: Denmark. The large difference in the level of service delivery through organisation-level Web sites versus portals indicates a significant opportunity for Denmark to increase the level of user-focus it is already achieving. The number of Web sites in the Danish public sector is large and growing, with more than 2,000 now in service, none of which are subject to any formal or mandatory design guidelines (something recommended in the MVTU study of study of citizens’ e-government experiences). In their absence, there is potential to present users with a bewildering and inconsistent array of options for accessing e-government, and also to fail to achieve the most efficient and effective use of the Internet as a delivery channel. Portals are potentially a much more user-focused way of delivering online information and services than individual Web sites. Currently, most OECD government portals can be described as first-generation sites that aggregate the Web-based information and services of individual organisations into a more coherent and conveniently accessed bundle of e-government offerings. Future generations of portal development are expected to increasingly enable integration and customisation/personalisation of services into even more user-focused offerings. Danish organisations make significant use of a wide range of portals for delivering e-government (see Figure 7.8). As noted in Chapter 6, activity related to portals is a significant aspect of e-government collaboration, with 51% of OECD survey respondents reporting that they were actively working together to establish portals. In looking more closely at how portals are being used, the survey treated delivery of information and delivery of services separately. In terms of information delivery, the most widely used portal is the all-of-government www.danmark.dk, which is designed to provide a convenient way of guiding users towards the Web sites of government organisations. Given its function, it is interesting to note that not all organisations surveyed provided information through this portal. Sector portals are the second most widely used portals for information delivery, followed by specific user-group portals, and finally the business portal www.virk.dk. 134
Page 1 and 2:
OECD PEER REVIEW OF E-GOVERNMENT IN
Page 3 and 4:
TABLE OF CONTENTS SUMMARY ASSESSMEN
Page 5 and 6:
ANNEX A: OVERVIEW OF POLITICAL AND
Page 7 and 8:
OECD PEER REVIEW OF E-GOVERNMENT IN
Page 9 and 10:
While it is vital that the Governme
Page 11 and 12:
Finance and the MVTU following thes
Page 13 and 14:
this challenge was frequently menti
Page 15 and 16:
Alongside the problem of the reliab
Page 17 and 18:
In terms of its impact on organisat
Page 19 and 20:
and businesses. While it is not cer
Page 21 and 22:
considerable strategic importance t
Page 23 and 24:
government organisations are aware
Page 25 and 26:
8. Monitoring and evaluation Denmar
Page 27 and 28:
Abstract There is a favourable envi
Page 29 and 30:
E-government context Government pol
Page 31 and 32:
The Structural Reform Between 2005
Page 33 and 34:
administrative procedures. The find
Page 35 and 36:
Figure 1.2 E-government structure a
Page 37 and 38:
II. THE CASE FOR E-GOVERNMENT Denma
Page 39 and 40:
• Creation of a competitive marke
Page 41 and 42:
Abstract Government organisations c
Page 43 and 44:
Source: OECD E-Government Survey: D
Page 45 and 46:
Figure 3.2 Legislative and regulato
Page 47 and 48:
modernisation process, especially i
Page 49 and 50:
and the generally high level of tru
Page 51 and 52:
fund it has created providing a tot
Page 53 and 54:
outright barriers. The clearest evi
Page 55 and 56:
Figure 3.5 Use of public digital se
Page 57 and 58:
• Employment status: students and
Page 59 and 60:
APPENDIX TO CHAPTER 3: INFORMATION
Page 61 and 62:
Figure 3.A.4 ICT usage among Danish
Page 63 and 64:
Figure 3.A.8 Internet access among
Page 65 and 66:
IV. PLANNING AND LEADERSHIP The e-g
Page 67 and 68:
The strategy notes that Denmark is
Page 69 and 70:
exchanged electronically. This is e
Page 71 and 72:
with even lower rankings for driver
Page 73 and 74:
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 and 126: • The lack of information and the
Page 127 and 128: Figure 7.2 Source and type of e-gov
Page 129 and 130: Figure 7.4 Constraints on demand fo
Page 131 and 132: When asked about the level of impor
Page 133: eing for one group or another (e.g.
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
Page 181 and 182: had developed extensive practical k
Page 183 and 184: ANNEX E: METHODOLOGY Definition of
Page 185 and 186:
The survey asked State and local go
Page 187 and 188:
ANNEX F: GLOSSARY This glossary was
Page 189 and 190:
BIBLIOGRAPHY Agency for Governmenta
Page 191 and 192:
Ministry of Science, Technology and
Page 193:
Statistics Denmark (2004b), Nyt fra
show all

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

You also want an ePaper? Increase the reach of your titles

Delete template?

Save as template?