Ruba Al Najada Ministry of Informatıon and Communication ...

Agenda‣ Why Measurement e-Government?‣ Benefits of e-Government‣ eGovernment success factors and inhibitors‣ Delivery channels for government services‣ How we measure e-Government

Why Measurement e-Government? Measurement, monitoring, analysis and improvement activities. Conducting internal audits and analyzing audit results. Measuring customer satisfaction. Collection, recording, analysis and communication of data toimprove overall organization performance. Show data analysis and indicates improvement activities.

Benefits of e-Government Improvement in the political process through the provision ofaccurate information to decision-maker. Improvement in service delivery. Develop and improve the security of information. Improve transparency and strengthen user confidence thegovernment. The multiplicity of options and ease of access for service.

Cont…Improved control and performance.Save time on the user.Improved interactive communication, especially betweenthe government and overseas.Transparency and improve democracy and empowerment.The high level of confidence in the Government.

eGovernment success factors Sponsorship and buy-in from leadership at all levels ingovernment. Activating the role of the Steering Committee for e-governmentto ensure continuity. Establish units of e-government in government entities. Consider technological development as an investment ratherthan expense. Provide and maintain financial and human resources.

Cont… Provide incentives to attract and retain the qualified staff. Cooperation between government entities in decisionmakingprocesses with regard to e-government. Strengthening of the e-government program by giving itsufficient authority to enable securing the consent of othergovernment entities and providing it with needed highlyskilled. Adhere to the policies, standards and technical standardsfor e-government.

Egovernment Inhibitors Low computer and Internet penetration Shared services enforcement and adoption Adoption of the technical and security policies and standards Resistance to Change e-Literacy Availability of sufficient resources (financial, human) Communication / Promotion / marketing National Plan Capacity and capabilities in the public sector

Delivery Channels Web at Home / Work / Hotspot is increasingly popularwith institutions using it for Information services andshould evolve as a main channel for transactional services. Call Centers should be developed on a large scale tobenefit from increasing mobile phone ownership andexisting fixed lines. Public Web Kiosks should be developed as an alternative toprivate infrastructure (home and office computers) toensure access to people unable to afford computers.

How we measure e-Government? The establishment of Jordan “e-government SteeringCommittee”. Request and assist in planning for the ministerial and nationaloperational plans for developing vertical e-services. Request periodic reporting from the implementing entities. Establish e-government units that include specific roles andresponsibilities. Develop kits, tools and set policies and standards for technicaland business support.

Thank you