e-GOVERNMENT IN FINLAND - ePractice.eu

x Improving the public administration’s ability to provide services and enhancing their
effectiveness by transacting business electronically (government programme, 1999).
x Modernising the service culture in the public sector through the promotion of social and
technological innovations (government programme, 1999).
x “Enhancing and developing the information management operations from the needs of the
citizens in a manner that promotes good governance, good information management practice
and the development of the information society” (Policy Decision of the Government on the
Development of the Information Management of State Administration, 1999).
x Services should always be available online and the aim of the development of online services
is to improve the quality of customer service, to decrease the costs of both government and its
customers as well as to reform the working methods of government (Standpoint of the
Ministerial Steering Group on the Reform of Central Government, 2001).
x “By providing secure and user friendly online services, the public administration will i) save
trouble and expenses for its customers; ii) empower citizens; and iii) support the
competitiveness of firms.” (Public Service in the New Millennium, ISAB Programme of
Action to Promote Online Government 2002-03, 2002).
4.1.1 Developing a common vision
149. Vision statements in Finland (see Appendix 3) are consistent with the objectives of public
administration reform and make it clear that e-government is a tool for promoting a broader vision of
citizen choice, service quality and improved working methods. Still, 56% of respondents to the OECD
survey expressed the view that a lack of vision and/or overall strategy was an important challenge for egovernment.
Clearly, this perception does not reflect the planning that has gone into developing Finland’s
e-government vision, but it does seem to reveal confusion among ministries and agencies about the central
message in Finland’s e-government programme. While the values expressed in these vision statements are
not inconsistent, they do reflect multiple stakeholders and perspectives. This is normal, but raises the
question of how communication can be improved within the administration to articulate how the visions fit
together.
150. In light of interviews with IT officials, the values underlying the government-wide vision seem to
be shared within the central government, though many IT officials are not very familiar with the official
documents. The problem is that ministries and agencies are having some difficulty translating the vision
into a concrete programme of action. Confusion over the vision or the inability to articulate that vision may
be almost as much of an immobilising factor as a lack of vision.
Key Points - 25
x Finland has a government-wide vision that is well integrated with its public administration
reform agenda. While it is based on shared values, however, it is not well known or well
understood within the administration. Additional communication is needed to avoid
confusion over the content of the vision at all levels of government.
151. In interviews with the OECD, the MoF, which is responsible for co-ordinating e-government
plans, did not express surprise that many agencies felt uncertainty about responsibilities for implementing
e-government, reporting that this was consistent with their own surveys and discussions. It emphasised,
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