e-GOVERNMENT IN FINLAND - ePractice.eu

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Key Points - 31 x The proportion of interactive services in all electronic services is still relatively low. This should be seen in the light of services that are not necessary in the Finnish context or that have been made redundant by e-government. Recognising this, the Finnish government seems to be taking the approach that “more is not necessarily better”, at least when it comes to electronic services. x A classification by stages provides a static representation of service delivery. Understanding organisations’ efforts to advance service delivery has to take into account hybrid services or services in transition as organisations deal with the upgrading of technologies and the re-engineering of processes. 4.2.1 Stage 1 online services: information 201. All respondents reported having Web sites with information about their service(s). Some examples of stage 1 services in Finland include: - An agency Web site with pages providing general information about the organisation, its operations, its mission and its services, such as the National Agencies for Medicine web site. 33 - Information that an organisation provides as a service to its users, such as general statistics or indicators. For example, the Energy Market Authority Web site provides basic information on energy prices in multiple languages. 34 - Answers to frequently asked questions (FAQs). Some can be found, for example, on the Web site of the Finnish Consumer Agency and Ombudsman. 35 202. Organisations’ initial reaction to the government online strategy has been to digitise existing information. At Stage 1, users can read and download publications as well as undertake limited inquiries and searches. All information flows from the administration to the user. 203. Since this stage primarily involves the digitising of existing information and placing it online, it has so far required the least investment in process re-engineering and therefore can be undertaken with a minimal amount of planning. Although providing information is technically less difficult than providing more advanced, interactive services, it still requires planning in terms of presentation, target audience, selection and quality. 204. The Finnish Ministry of Finance found that in 2001, 68% of available electronic services included electronically-available forms. The 1998 government resolution on electronic transactions specifically required making a significant proportion of forms and requests available electronically by 2001. However, 35% of respondents reported to the OECD that they had not developed electronic services beyond Stage 1. 33 www.nam.fi 34 www.energiamarkkinavirasto.fi/select.asp?gid=102 At the time of writing, it did not yet have searchable statistics. 35 www.kuluttajavirasto.fi/user_nf/default.asp?tmf=8579&lmf=9317&mode=readdoc) 76
205. Figure 12 illustrates the customer orientation of the electronic services provided at Stage 1, as reported by respondents to the OECD survey. 100% 90% 80% 70% 60% 50% 40% 30% 20% 10% 0% Source: OECD Figure 4.3. Customer orientation of Stage 1 electronic services, 2002 Stage 1 e-services to citizens Stage 1 e-services to businesses Stage 1 e-services to others Provided Planned 206. At Stage 1, citizens were clearly the group most targeted by respondents. Almost all reported providing Stage 1 electronic services to citizens, about two-thirds reported providing services to businesses and less than half reported providing services to “others” (e.g. other public organisations, civil society organisations, etc.). 207. One reason why respondents were more likely to provide Stage 1 electronic services to citizens than to businesses seems to be that all ministries and agencies are oriented towards serving citizens by ensuring that they have access to basic information on their services . The early development of electronic services can, in fact, be attributed in part to organisations’ need to promote their services by better informing the public. 208. Those reporting that their largest demand for electronic services came from businesses, however, seem to have a broader customer orientation than those reporting that their largest demand came from citizens. While the former group of respondents reported delivering as many electronic services to businesses as to citizens, only 29% of the latter reported providing services to both citizens and businesses. 209. Organisations facing the largest demand from enterprises seem to have a customer-oriented service approach that extends to both citizens and business. Reasons for this may be two-fold. On the supply side, agencies and ministries with a knowledge of market functioning and rules have an advantage in terms of the capacity to fulfil different types of demand. On the demand side, businesses may have a natural tendency to require better services since they have an immediate financial incentive to find more efficient ways of working with government. 77
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OECD e-GOVERNMENT STUDIES e-GOVERNM
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ACKNOWLEDGEMENTS The Secretariat wo
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4.2.5 Managing multiple service cha
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This report provides a first compre
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Finland could reinforce citizen sup
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Technical issues have been recognis
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The central government, however, la
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E-government has helped improve pla
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OVERALL ASSESSMENT The first phase
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6. The constitutional independence
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6. As the first OECD report of its
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Box 1.1. E-government co-ordination
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Page 28 and 29: 2 THE CASE FOR E-GOVERNMENT 25. The
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Page 36 and 37: Health care 50 29 21 Unemployment 8
Page 38 and 39: 3 BARRIERS TO E-GOVERNMENT 61. E-go
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Page 42 and 43: 80. As noted in Chapter 2, the Stat
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Page 46 and 47: most important way to fund e-govern
Page 48 and 49: obtain (38%), followed by funds for
Page 50 and 51: Figure 3.4. E-government technologi
Page 52 and 53: 113. Not surprisingly, the OECD sur
Page 54 and 55: 3.3.2 Types of barriers 119. Respon
Page 56 and 57: x Technology neutrality in legislat
Page 58 and 59: “backbone” of the government ne
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Page 62 and 63: Box 3.5. The development of mobile
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Page 66 and 67: political leaders to impress upon t
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Page 74 and 75: E-government Imperative (2003) list
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Page 84 and 85: Key Points - 35 x The proportion of
Page 86 and 87: 233. The Finnish Vehicle Administra
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Page 94 and 95: 255. At the end of 2002, the curren
Page 96 and 97: Themes portal (e.g. environmental,
Page 98 and 99: partnerships”). The most signific
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Page 102 and 103: Key Points - 42 x Structural impact
Page 104 and 105: Key Points - 43 x Change management
Page 106 and 107: Figure 4.17. E-government leadershi
Page 108 and 109: 297. Interviews with ministries and
Page 110 and 111: x Horizontal co-ordination: lack of
Page 112 and 113: Figure 4.22. Government-wide leader
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Page 116 and 117: operation of the Ministry of Social
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Page 120 and 121: Box 4.7. Adapting E-Procurement for
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372. The OECD report on the Finnish
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x E-government plans are important
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5 NEXT STEPS 385. In May 2003, the
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completely new architecture for gat
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399. Brokers receive revenue from t
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409. In 1998, the government agreed
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Figure 6.3. Finnish electronic citi
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430. For both municipalities and KE
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6.3 Case study 3: The citizen porta
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tourism, immigration and emigration
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Key Points - 60 x The citizen citiz
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7.2 Appendix 2: Reports, strategies
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x Public Management in Finland (200
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ought together government, civil so
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freedom of choice and availability,
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499. The Ministry of the Interior c
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decision requires it to provide net
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522. Contrary to former reports by
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x By comparison, the term Web site
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7.4.2 List of acronyms AFLRA: The A
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7.5 Appendix 5: Methodology 7.5.1 D
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2. Responses are not included in ov
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8 BIBLIOGRAPHY ACCENTURE (2001),
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JUSSILAINEN, M. (2003), “Knowledg
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OECD (1992), “ICCP Reviews of Inf
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“GOVERNMENT RESOLUTION ON HIGH-QU
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VISTI, S. (1998), “Electronic Ide
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