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

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BIBLIOGRAPHY .....................................................................................................................188 Boxes Key point 1.1............................................................................................................................29 Key point 1.2............................................................................................................................31 Key point 2.1............................................................................................................................39 Key point 3.1............................................................................................................................46 Box 3.1 Main actors and responsibilities in the area of IT security.........................................46 Key point 3.2............................................................................................................................52 Box 3.2 Measuring ICT readiness: Denmark’s rankings in two international surveys............52 Key point 3.3............................................................................................................................57 Box 4.1 Denmark’s e-government vision and strategic goals..................................................66 Key point 4.1............................................................................................................................71 Box 4.2 Top-level co-ordination of e-government by Government Committees ....................71 Key point 4.2............................................................................................................................75 Key point 4.3............................................................................................................................76 Key point 5.1............................................................................................................................80 Box 5.1 Improving middle management ICT skills in the Ministry of Foreign Affairs ..........86 Key point 5.2............................................................................................................................87 Box 6.1 Key e-government co-ordination councils and committees .......................................92 Key point 6.1............................................................................................................................93 Key point 6.2............................................................................................................................98 Box 6.2 Vision and aims of the FESD project .........................................................................99 Box 6.3 E-government implementation risks and challenges ................................................102 Box 6.4 e-Boks.......................................................................................................................109 Key point 6.3..........................................................................................................................111 Box 6.5 e-Faktura – a case of effective private sector involvement in e-government ...........114 Key point 6.4..........................................................................................................................117 Key point 7.1..........................................................................................................................124 Box 7.1 Addressing lack of user experience..........................................................................129 Key point 7.2..........................................................................................................................131 Key point 7.3..........................................................................................................................133 Box 7.2 Major Danish government portals............................................................................135 Key point 7.4..........................................................................................................................137 Key point 7.5..........................................................................................................................138 Box 7.3 Online consultation over the Structural Reform.......................................................139 Box 8.1 Design of Danish e-government targets and measures.............................................141 Key point 8.1..........................................................................................................................142 Key point 8.2..........................................................................................................................143 Key point 8.3..........................................................................................................................149 5
OECD PEER REVIEW OF E-GOVERNMENT IN DENMARK SUMMARY ASSESSMENT AND PROPOSALS FOR ACTION SEPTEMBER 2005 Background At the request of the Danish Government, the OECD has conducted a peer review of e-government in the Danish public sector. The overarching objectives of the review have been to: • Evaluate Denmark’s e-government strategies and solutions, with a focus on how they contribute now, and could contribute in the future, to its good governance objectives in the information age. • Further develop the OECD’s e-government analysis framework, and obtain knowledge and information that will enable robust cross-country comparisons of e-government in OECD countries participating in the peer review processes. The analytical framework for the review is based on the OECD publications The e-Government Imperative (2003) and E-Government for Better Government (2005). E-Government is examined in the context of public governance, reform and modernisation. The analytical process has involved extensive review of published information about e-government and related government policies in Denmark, a survey of State and local government organisations to which 116 organisations responded, and two sets of in-depth interviews that involved nearly 80 people from a wide range of organisations, both within and outside of government. Introduction Denmark has been using ICT in government for several decades. Following a pattern common in OECD countries, during the 1970s and 1980s the focus was mainly using process automation to achieve efficiencies in public administration. Then, during the 1990s, there was a shift towards exploiting the potential of ICT to develop what, by the later part of the decade, was referred to as e-government. This new approach demonstrated a broadened understanding of the potential impact of ICT on improvement of government. Today, the Danish Government is pursuing a vigorous e-government programme spanning the whole of the public sector. Denmark has made considerable progress with e-government. In the 2003 European Commission eEurope benchmarking exercise it 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. Many other international assessments of countries’ e-government achievements have consistently ranked Denmark as one of the leading e-government nations. Despite this, Danish e-government faces a range of challenges including: 1) maintaining momentum during a time of major restructuring of responsibilities across levels of government; 2) 6
Page 1 and 2: OECD PEER REVIEW OF E-GOVERNMENT IN
Page 3 and 4: TABLE OF CONTENTS SUMMARY ASSESSMEN
Page 5: ANNEX A: OVERVIEW OF POLITICAL AND
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
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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
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V. ORGANISATIONAL CHANGE This chapt
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Structural Reform and e-government
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The Task Force has initiated a proj
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Figure 5.2 Share of documents recei
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Box 5.1 Improving middle management
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Abstract Collaboration is relativel
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Co-ordination of e-government polic
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Box 6.1 Key e-government co-ordinat
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The CRS encompasses a number of reg
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Digital signatures are now being wi
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Denmark - something that could be a
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Staffed by employees from the Digit
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The additional workload is connecte
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such a framework be designed; and 3
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schemas used in different areas of
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• Changing conditions in the publ
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municipalities, which might otherwi
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The current situation has evolved o
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Figure 6.6 Impacts of partnerships
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Source: OECD E-government Survey: D
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Abstract The Danish vision for e-go
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Figure 7.1 Drivers of e-government
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• To ensure internal knowledge of
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• The lack of information and the
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Figure 7.2 Source and type of e-gov
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Figure 7.4 Constraints on demand fo
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When asked about the level of impor
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eing for one group or another (e.g.
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Figure 7.8 Use of electronic delive
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The national portal www.denmark.dk
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identification of the relationship
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Abstract At the all-of-government l
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• At least 60 percent of all publ
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External audit Another important el
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can have impacts: 1) “service cha
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Figure 8.4 Responsibilities for mon
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CASE STUDY 1: STANDARDS-BASED E-GOV
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pharmacies (e.g. referrals and disc
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Danish approach of flexible decentr
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CASE STUDY 2: ACHIEVING E-GOVERNMEN
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Estimation of benefits for both eDa
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ANNEX A: OVERVIEW OF POLITICAL AND
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ANNEX B: INSTITUTIONAL CONTEXT AND
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Administrative environment Organisa
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Other State government responsibili
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− Models to support inter-organis
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ICT usage As discussed in Chapter 3
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Promotion of IT Research and Educat
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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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