presentation 051701v2

E-Government Best Practices A Practical Guide : 

E-Government Best Practices A Practical Guide Final Report May 18, 2001 Murali Chidurala, Peter Kaminskas, Samir Pathak, Anjali Sridhar, Segev Tsfati Faculty Advisor: Prof. David Darcy

Agenda: 

Agenda Introduction Framework of Analysis Implementing e-Gov initiatives Questions

Slide3: 

The Team’s Task GSA’s Office of Electronic Government Create an “implementation handbook” – a practical e-government project implementation manual

Stove-pipe View of Government: 

Stove-pipe View of Government Agency A Agency B Agency C Multiple agencies needed for complete solution

Common Face of Government: 

Common Face of Government Service provided to Customer Agencies pool resources & information

Methodology-  Project Life-Cycle: 

Methodology- Project Life-Cycle Partial applicability to e-government projects: * Obstacles * Marketing * Resources * Politics * Legislation * Leadership * Innovation * Environment Select Plan Analyze Design Maintain Implement

Why would a project fail?: 

Why would a project fail? “Politics as usual” Lack of visionary leadership Lack of resources Organizational culture Wrong technology Need and customer focus lost

Baseline e-gov Initiative : 

Baseline e-gov Initiative Clear mandate Budget and resource allocation Committed project management Sound planning; clear goals External validation Guaranteed customer base

Emerging Trends in e-Government: 

Emerging Trends in e-Government

Influential Factors: 

Influential Factors Political Environment Transparency Budgeting Planning Leadership Stakeholders Technology Innovation

Implementation Map: 

Implementation Map

Implementation Map Leadership: 

Implementation Map Leadership

Critical Success Factors – Leadership: 

Critical Success Factors – Leadership Link political environment and Leadership Idea champion Understands the Business Innovative and encourage creativity Rally stakeholders

Implementation MapPlanning: 

Implementation Map Planning

Critical Success FactorsPlanning: 

Plan projects with consideration of stakeholders Identify purpose of project & end-users Create function-based plan Examine use of public-private partnerships Map detailed implementation process Do not reinvent the wheel Critical Success Factors Planning

Critical Success FactorsTechnical Plan: 

Technical Plan: Develop systems evaluation plan Explore processes to reduce paperwork Allow for multiple functionalities Ensure easy scalability, maintenance & transferability Critical Success Factors Technical Plan

Critical Success FactorsCommunications Plan: 

Training & Communications Plan: Public awareness and marketing plan - create brand awareness Training plan for employees Pilot systems with feedback mechanisms Identify stages for focus group input Develop evaluation plan Critical Success Factors Communications Plan

Implementation MapStakeholders: 

Implementation Map Stakeholders

Critical Success FactorsStakeholders: 

Stakeholders: Identify all stakeholders Develop channels of communication Demonstrate project’s alignment with customer needs Encourage creativity Devolve decision-making authority Critical Success Factors Stakeholders

Implementation MapTransparency & Marketing: 

Implementation Map Transparency & Marketing

Critical Success FactorsTransparency & Marketing: 

Transparency leads to increased visibility & ‘brand awareness’ Make available strategic plan and evaluations as benchmarks Engage all stakeholders Other government agencies Employees Private institutions and service providers End Users Critical Success Factors Transparency & Marketing

Implementation MapPilots & Evaluation: 

Implementation Map Pilots & Evaluation

Critical Success FactorsPilots & Evaluation: 

Pilot Study and Evaluation provides feedback into full implementation Demonstrate early success Have outside evaluators Incorporate recommendations effectively Use pilot for marketing purposes Critical Success Factors Pilots & Evaluation

Implementation MapBudgets & Technology: 

Implementation Map Budgets & Technology

Critical Success FactorsBudgets & Technology: 

Interrelated and integral through the process Lobby for budgets Creative budgeting and alliances Evaluate and choose systems development solution Easily implementable, scalable technology End-user focused Critical Success Factors Budgets & Technology

Implementation MapExternal Environment: 

Implementation Map External Environment

External Environment: 

External Environment Other agencies Private interests Public interests End users Overcome ‘Institutional Pain’ Match interests to increase buy-in Seek support, offer goodwill Create partnerships and alliances Minimize ‘friction points’

Implementation MapPotential Obstacles: 

Implementation Map Potential Obstacles

Potential Obstacles: 

Potential Obstacles Within the bureaucracy Hostility/ skepticism Turf wars/ power struggle Coordination Institutional pain/ fear Political Level Legislative/ regulatory constraints Inadequate funding Outside Entities Public skepticism and lack of awareness Digital divide Interest group politics

Overcoming Obstacles: 

Overcoming Obstacles Within the bureaucracy Understand interests Build coalitions, motivate players Demonstrate projects Communicate and train Political Level Lobby legislature Explore funding options Outside Entities Increase awareness and involvement Enter partnerships Address fears

Implementation MapInnovation Zone: 

Budgets Innovation Zone Leadership Horizon Leadership Planning Stakeholders “Transparency” Demo/Deliverables Obstacles External Environment Other Agencies End Users Private Interests Public Interests Evaluating Technology Executive Legislative Directive Mandate Within the Organization At the Political Level Outside Entities Marketing Perceived Need Implementation Map Innovation Zone

Innovation: 

Innovation Source: Gary Hamel - ‘Leading the Revolution’

Innovation: 

Innovation Support innovative culture at all levels Reward innovative practices Provide resources Diversify workforce Look outside government Experiment & evaluate Learn from mistakes

Recap & Questions: 

Budgets Innovation Zone Leadership Horizon Leadership Planning Stakeholders “Transparency” Demo/Deliverables Obstacles External Environment Other Agencies End Users Private Interests Public Interests Evaluating Technology Executive Legislative Directive Mandate Within the Organization At the Political Level Outside Entities Marketing Perceived Need Recap & Questions

Questions??: 

Questions?? “The best plan is only a plan, that is good intentions, unless it degenerates into work. The distinction that makes a plan capable of producing results is the commitment of key people to work on a specific task. Peter Drucker

Illinois Federal Clearinghouse: 

Illinois Federal Clearinghouse Information on Federal grants that can be accessed by state and local govts Developed website to consolidate grants information Low-budget; no private partners Political will Leader from grants side of govt Strong customer base

Access America for Students: 

Access America for Students Inter-agency Task Force Developed portal for education financing Partnership Forum No budgetary constraints -demo project High level political will Used results from existing studies High visibility and consequent accountability Beware ‘institutional pain’

Federal Commons: 

Federal Commons Grant management portal Developed by HHS Political visibility and goodwill Technology big driver Huge budgetary constraints High level political will Lack of staff Doubtful customer base - lack of vested ownership

Channel Convergence: 

Channel Convergence Online process migration - Integration of call centers and web Top-down, strategic planning In-house customization; COTS products Outside third-party evaluation

Bridging the Digital Divide: 

Bridging the Digital Divide Provide technology training and access to veterans Flexible project definition Strategic alliances Access to end-users (veterans) over wide area Diplomacy & transparency Use of ‘Loaned Executive’ Organic structure