e-GOVERNMENT IN FINLAND - ePractice.eu

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Key Points - 38 x E-engagement initiatives are in place in many ministries and agencies that do not identify e-engagement as a main organisational goal. This seems to indicate that e-engagement is seen as a vital tool for improving service delivery and decision making, rather than an end in itself. x In the future as both electronic services and e-engagement tools and practices become more commonplace, including e-engagement in organisation plans may help to better coordinate e-engagement with service provision. More importantly, planning can help demonstrate both to organisations and to citizens how citizen feedback can be incorporated into policy making. x Ministries are more experienced in e-engagement activities than are agencies. They could usefully share this experience with agencies. x Advanced agencies were not any more likely to have e-engagement activities than less advanced agencies. This may, in part, be due to the business-focus of many advanced services. 4.3.3 Impact of ICT on citizen engagement 250. When asked if the introduction of ICT had increased the administration’s ability to engage citizens, most respondents felt that ICT had increased access to timely, objective and complete information (Figure 18). They were, however, much more circumspect with regard to the impact of ICT on opportunities for consultation or active participation. Ministries were much more likely to report an increase in the three levels of citizen engagement indicated in Figure 19. This is consistent with the finding that ministries have implemented more e-engagement activities than agencies. Figure 4.9. Reported impact of ICT on citizen engagement: aggregate Source: OECD Possibilities for active participation in policy- making Opportunities for consultation during policy-making Access to timely, objective and complete information 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% increase no impact 92
Figure 4.10. Reported impact of ICT on citizen engagement: comparison of ministries and central agencies 4.4 Portals Possibilities for active participation in policy- making Opportunities for consultation during policy- making Access to timely, objective and complete information Source: OECD 251. Delivering citizen-centred services and consultation demands that both electronic and traditional activities should be organised around citizens’ needs and not bureaucratic structures. Since agency Web sites tend to focus on the services offered by a specific agency, however, governments either have to create incentives for agencies to co-operate or link together agency Web sites, for example through a national portal, in order to create a seamless interface for citizens and business. 252. Finland has developed its official government portal, the citizen portal, as an e-enabler to facilitate access to services and e-engagement activities. The portal provide a common entry point and a user-friendly first contact with the administration. 4.4.1 The citizen portal Agencies Ministries Agencies Ministries Agencies Ministries 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% 253. In 1997, the Ministry of Finance launched the Citizen Guide, which aimed to bring online the Citizen’s Handbook, an informational publication for citizens which had been available in printed form since the early 1990s. When the Citizen Guide first appeared in 1997, it was simply an online version of the handbook. In April 2002, the Citizen Portal (www.suomi.fi) was launched with the intention to provide information on the central issues on which a citizen needs information in different situations during his/her lifetime. 254. The citizen portal provides access to all public authorities, but it has also begun to be used by businesses and trade unions, which were not originally addressed. While the portal was financed by the MoF, other ministries and the association of municipalities and regions were all involved in its development. The portal has an editorial board drawn from agencies to monitor decisions regarding content, upgrades, etc. The project, as a whole, is based on mutually agreed metadata and quality standards. Until 2002, the MoF was in charge of updating the portal, but in the future this task will be transferred to a contact person in each organisation who will be responsible for updating that organisation’s pages. 93 increase no impact
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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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40. As a result of these earlier go
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is illustrative. An online transact
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Health care 50 29 21 Unemployment 8
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3 BARRIERS TO E-GOVERNMENT 61. E-go
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action unclear. In interviews, IT o
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
Page 60 and 61: egional authorities is decisive, ev
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 74 and 75: E-government Imperative (2003) list
Page 76 and 77: Key Points - 31 x The proportion of
Page 78 and 79: Key Points - 32 x Basic online info
Page 80 and 81: Key Points - 33 x Interactive infor
Page 82 and 83: of using more efficient electronic
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 90 and 91: 4.3.2 E-engagement at the ministry
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
Page 118 and 119: development of Internet service del
Page 120 and 121: Box 4.7. Adapting E-Procurement for
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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
Page 128 and 129: x E-government plans are important
Page 130 and 131: 5 NEXT STEPS 385. In May 2003, the
Page 132 and 133: completely new architecture for gat
Page 134 and 135: 399. Brokers receive revenue from t
Page 136 and 137: 409. In 1998, the government agreed
Page 138 and 139: Figure 6.3. Finnish electronic citi
Page 140 and 141: 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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