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of using more efficient electronic services. While citizens also stand to gain, the benefits of one-time transactions may not outweigh the costs of familiarising oneself with a new service channel. 218. Many of the Finnish G2B services are very straightforward and concern the sale of data and other information resources. Administrative simplification can translate into big savings for both the administration and business users. Part of what differentiates government from the private sector, however, is the obligation to serve all citizens. The MoF survey of IT use in government found that 66% of organisations reported that their services targeted citizens, while 64% reported that their services targeted businesses (respondents were allowed to pick more than one target group) 40 . Serving businesses can help government better prepare for serving citizens. The 2001 Information Society Report suggests that developing electronic services for businesses can facilitate the development of electronic services for citizens, as they create “functional and technological solutions which are easy to apply to services directed at citizens”. 41 219. Very few ministries and agencies reported providing electronic services to non-citizen and nonbusiness users at stage 3. Only one agency, Statistics Finland, reported maintaining a very broad customer focus, providing electronic services to citizens, businesses and others. It provides a variety of statistical services to private users, a broad public (i.e. municipalities) and private organisations. Access to certain databases (e.g. maps, geographical tables, economic indicators) is on a fee basis and provision is subject to online registration. Key Points - 34 x Finnish e-government services provided to businesses are further advanced than online services provided to citizens. A business orientation to service delivery seems to have helped advance the development of electronic services at all stages. Business services tend to have a greater customer orientation, which may provide some lessons for developing and delivering electronic services to citizens. 220. Many services that are currently at Stages 1 or 2 can logically be transformed into Stage 3 services. The Citizens’ Electronic Forms Service, 42 for example, allows users to search for and download forms and to submit them by e-mail. The MoI is working with other agencies to allow online submission of forms. The Citizen Portal team in the MoF is responsible for the forms service. 221. TUKES, the Safety Technology Authority, has downloadable forms on its Web site and is currently working on electronic filing of applications. All application forms are gradually bring transferred to electronic form, but means of connecting separate documents have not yet been determined. Experts coming into an examination can in the near future select a date for their examination and the selection goes automatically into the back office database. The result of the examination are stored in the database and also licenses are generated from there. The licenses, however, are still sent printed on a paper. The agency is also trying to be more proactive. For example, they no longer require some supporting annexes, because the required information can be found on the websites of National Board of Patents and Registration of Finland. 40 Ministry of Finance (2001), Information Technology within the Government 2001. 41 p. 75. 42 At the time of writing, this service was only available in Finnish and Swedish: https://lomake.fi/lp/index.cgi/-- 82
222. The Finnish Communications Regulatory Authority has developed a system for notifying use of a television via the Internet for the purpose of collecting television fees. The service allows private persons and organisations to fill in an online notification form (as well as change and termination forms) as an alternative to phone and paper notification. While television fees cannot be paid over the Internet, they can be debited directly from a bank account, which is a simple, paperless process in Finland. The potential for greater depth of service is, in part, related to the possibility of introducing stronger identification to allow for online direct payment (Table 3). In fact, however, merely allowing online payment does not add much value in a system where electronic bank transfers are already in place. Increasing the complexity of online services requires a business case for why the additional transaction is needed. Table 4.1. Examples of multiple stages of service depth within a single public organisation: the Finnish Communications Regulatory Authority site Description Stage 1 Stage 2 Stage 3 Stage 4 Web address x Information on: - Electronic media supervision - Protection and prevention of security incidents (CERT: Computer Emergency Response Team) - The information society at large x Searchable database on telecommunications regulations in force x Notification of possession of television (for collection of television fees) x Application for radio transmitter licence by e-mail Source: OECD 83 www.ficora.fi/englanti/tvjaradio/i ndex.htm www.ficora.fi/englanti/tvjaradio/ind ex.htm www.ficora.fi/englanti/tietoyhteisku nta/index.htm www.ficora.fi/englanti/esittely/n256 3.htm www.tv-maksu.fi/eng_navi3.html www.ficora.fi/englanti/radio/getlice n.htm N.B. Pilot project (transmissions are still not encrypted, and it is not possible to use strong identification) 223. The electronic citizen card, available in Finland since 1999, enables citizens to provide electronic identification and signature, thereby ensuring the security necessary for sensitive electronic transactions, for example those involving sensitive personal information or financial transactions. The level of use of the electronic citizen card depends greatly on the ability of ministries and agencies to deliver electronic services at Stage 3. Of course, not all electronic transactions demand this level of security. Many Stage 3 electronic services are provided with the use of a simple user name and/or personal identity code (P<strong>IN</strong>). (see Part 6.2 for the case study on the electronic citizen ID card – F<strong>IN</strong>EID).
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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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x The central administration does n
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2 THE CASE FOR E-GOVERNMENT 25. The
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Key Points - 4 x Public administrat
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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
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Page 52 and 53: 113. Not surprisingly, the OECD sur
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Page 56 and 57: x Technology neutrality in legislat
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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 70 and 71: levels of government. In particular
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Page 76 and 77: Key Points - 31 x The proportion of
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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
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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 124 and 125: 361. Moreover, the lack of opportun
Page 126 and 127: 372. The OECD report on the Finnish
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Page 130 and 131: 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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