ࡱ> q`bjbjqPqP)::[K3lll v TTT8 UU|b6VVVVVYDYZ$FhfmY"YmmVVtttm2VVtmtt+V*V p- To8#\0tcqp++$Z^`teh=$Z$Z$ZCtd$Z$Z$Zmmmm,NBNB eGovernment & Media in Europe Dubrovnik, May 23rd, 2005 Several weeks ago I was informed, as a citizen of Rome, that we, the citizens of Rome, can pay our fines through Internet, using a communal portal  HYPERLINK "http://www.comune.roma.it" http://www.comune.roma.it . Of course, this does not diminish the amount of any fine, but at least I am not obliged any more to wait in extenuating queue in some post office, or in the municipal police station. I tried it, and it functions. That does not mean that I can find any parking place more easily, but now I can pay the fine for the illegally parking seated in my armchair. On the other hand, as a citizen of Zagreb, I was informed that we, citizens of Croatia, can control data from land-registry using the government page  HYPERLINK "http://www.pravosudje.hr" http://www.pravosudje.hr. I tried it too, several times for several days, and then I gave up. The service is there, but too many people tried it simultaneously. What is the difference between a nonexistent and an inaccessible service? Too subtle for a user, I am afraid. Anyway, for people in Rome and in Zagreb is normal to be able to do their banking transactions at 3 a.m., or on the weekend, from their own armchair at home, or from any other point connected with Internet. But Utahns should be able to get a business or professional license online at 3 a.m. if they want. Or pay taxes on the weekend. They should be able to access state government services at their convenience. All that according to Gov. Mike Leavitt. Utah is already a leader in e-government, offering hundreds of services online, Leavitt said. The changes announced today will bring more government services online faster, make access easier and save money for taxpayers in the process. The official Web site,  HYPERLINK "http://www.Utah.gov" http://www.Utah.gov, offers more than 100 services available around the clock online, including vehicle registration renewal, hunting and fishing licenses, voter registration and tax filing. The state wants a common payment portal, with appropriate levels of security, for any type of business with the state that requires making a payment. One-stop business registration is one of the first projects lined up, she said. Here in Dubrovnik, in the city buses, we saw the same equipment for obliterate the ticket as that one used in Rome. But on April 10th 2005, ATAC in Rome launched the electronic ticketing system which allows users to buy public transportation tickets with their mobile phones by sending a text message (SMS) to a special number. This new service puts into practice results from the EU-funded  HYPERLINK "http://www.ertico.com/en/activities/projects_and_fora/telepay_website.htm" TELEPAY project. In Zagreb a very similar system allows users to pay a parking in three different zones of the towns centre, where the parking is in different ways restricted. The e-government is entering in many ways in our lives, because the great part of public services is using the information and communication technology (ICT). It affects the way how we deal with public services. It affects the information through the media, changing the way of gathering news by public services, and enlarging a field of journalists action. Governments and legislators deal with the e-Government for several years. The  HYPERLINK "http://europa.eu.int/information_society/eeurope/2005/all_about/action_plan/index_en.htm" eEurope 2005 Action Plan was launched at the Seville European Council in June 2002 and endorsed by the Council of Ministers in the eEurope Resolution of January 2003. It aims to develop modern public services and a dynamic environment for e-business through widespread availability of broadband access at competitive prices and a secure information infrastructure. * * * Even the journalists deal with e-Government in their work, reporting on it, trying to find out what is going on, explicating examples, producing stories. i2010 (European Information society in 2010) is an initiative which will provide an integrated approach to information society and audio-visual policies in the EU, covering regulation, research, and deployment and promoting cultural diversity. It will look for fast and visible results, building on the optimistic outlook for ICT industries and markets. It will encourage fast growth built around the convergence at the levels of networks, services and devices. Its objective will be to ensure that Europes citizens, businesses and governments make the best use of ICTs in order to improve industrial competitiveness, support growth and the creation of jobs and to help address key societal challenges. But do we know the real impact of e-government on a citizen? Luckily there are some more exact data. EU Seven months ago the European Commission published its fifth annual benchmark study on Electronic Public Services in Europe, elaborated by Capgemini. Next to measuring the percentage of online sophistication of basic public services available on the Internet, that study also measures the percentage of public services fully available online in the 25 EU Member States, plus Iceland, Norway and Switzerland. The survey was executed in October 2004. The eEurope benchmarking indicators are aimed to support member states in achieving the objectives of the Action Plan. The indicators cover different domains: Citizens' access to and use of the Internet Enterprises' access to and use of ICT. Internet access costs E-government E-learning E-health Buying and selling on-line E-business readiness In the eEurope 2002 Action Plan the policy indicator for e-government was the percentage of basic public service available online. In the eEurope 2005 Action Plan this indicator was reviewed. The new definition is the number of basic public services fully available on-line. In order to measure the eEurope 2002 indicator availability of public services online, a four-stage framework has been defined: Stage 1- Information: The information necessary to start the procedure to obtain this public service is available on-line. Stage 2- One-way Interaction: The publicly accessible website offers the possibility to obtain in a non-electronic way (by downloading forms) the paper form to start the procedure to obtain this service. An electronic form to order a non-electronic form is also considered as stage 2. Stage 3- Two-way Interaction: The publicly accessible website offers the possibility of an electronic intake with an official electronic form to start the procedure to obtain this service. This implies that there must be a form of authentication of the person (physical or juridical) requesting the services in order to reach stage 3. Stage 4- Full electronic case handling: The publicly accessible website offers the possibility to completely treat the public service via the website, including decision and delivery. No other formal procedure is necessary for the applicant via "paperwork". Besides these 4 stages a stage 0 was introduced to capture two possible research outcomes: Total absence of any publicly accessible website managed by the service provider The public service provider has a publicly accessible website, but this one does not offer any relevant information, interaction, two-way interaction or transaction possibilities at all concerning the analysed service. The fifth measurement resulted for the first indicator in an overall average score of 65% for the 20 public services in the 28 countries (53 % for the 10 new member states and 72% for the other countries). This means that the online sophistication of public service delivery in the EU is situated between one-way interaction and two-way interaction. Even the EU 15+ countries are overall not yet on a level of two-way online service delivery. Some general conclusions in that last benchmark study: The online sophistication of public service delivery in the EU has reached 65%. When taking into consideration the new indicator, the number of public services that are really fully transactional online, the overall result is 40% (EU10 = 29%; EU15+ = 46%). So there is still a way to go in Europe to reach a high level of really transactional public services. An important conclusion of the fifth measurement with respect to the new member states is the fact that the scores of the accessing countries can be described as very satisfactory: they correspond, on average, with the level where the 18 originally included countries were 2 years ago. In these EU15+ countries a trend of growth of eGovernment is still clearly present but there is a tendency to stabilization at a limit of 80%. Different Reasons can be found for this stabilisation: Regulations and decisions made for instance with regards to security; The tendency for decentralisation of political and administrative tasks in favour of a strengthening of regional administrations; The present lack of a country-wide co-ordinated policy; The state moving from its traditional role as a direct provider of public services towards one as a regulator of the way others must deal with providing them; The development of other channels, service integration,  from pull to push service delivery systems; The economy of scale for smaller countries Online sophistication of public service provision for both target groups (citizens and businesses) is growing, but public services for businesses are still much more developed than public services for citizens. Services for businesses reach an overall score of 77% (EU10 = 64%; EU15+ = 84%) for online sophistication, 58% for fully available online (EU10 = 41%; EU15+ = 68%). The services for citizens stay at the level of 57% (EU10 = 47%; EU15+ = 66%) for online sophistication, and only 27% (EU10 = 20%; EU15+ = 31%) for fully available online. A positive finding is the fact that the gap between the online sophistication of public services for both target groups seems to be stabilising (at around 20 percentage points for sophistication and 30 percentage points for fully available) whereas for the fully availability online the gap is still increasing (from 32%-point to 37%-point) . When analysing the country-ranking Sweden is still the best performing country for both indicators. Countries making an important progress in 2004 are: Iceland: + 20%-points, Germany: +15%-points, Italy: + 13%-points, UK: + 13%-points, Belgium: + 9%-points. The accessing countries are situated in the lower part of the ranking, but three countries are performing above average and Estonia is situated in the upper part of the ranking. An important finding is the gap between the online development of the income generating services, taxes and contributions from the citizens and businesses to the government, and other services. Income generating public services reach a level of 88% (EU10 = 74%; EU15+ = 96%), while services that deal with the administrative obligations of citizens and business (registrations and permits), and those where citizens and businesses receive value in return for their taxes, are scoring below the overall averages. Exceptions are job search services and submission of data to statistical offices. When analyzing the results of this study a limitation should be taken into account: the survey only analyses the results of eGovernment efforts from the perspective of the online availability of public services. The results should be integrated into a broader perspective of various eGovernment measures: linking service availability; channel selection; back-office fulfilment capability; and service usage and impact of eGovernment. * * * Six months ago two Dutch companies, Capgemini Netherlands and TNO Strategy, Technology and Policy, have carried out the study on the effective use of information and communication technology (ICT) in the public sector in Europe. This study was ordered by the Netherlandss Presidency of the European Union. Eight exemplary services were analyzed, using agreed questionnaires. A clear conclusion of the study is that eGovernment does pay off and that back office changes are required to achieve results. The benefits that have come to the fore in the studied cases can be grouped into seven categories: improved quality of information and information supply, reduction of process time, reduction of administrative burdens, cost reduction, improved service level, higher flexibility, higher transparency, custom-made services increased efficiency and increased customer satisfaction. These benefits prove to be closely interconnected and strengthen one another. In the cases studied, public authorities themselves profit more from eGovernment than citizens and businesses. But this is a short term result, primarily caused by the fact that the number of transactions is highest for the public authorities. Of course the public value of their efforts increases this way, of which citizens and businesses profit in the long term. The level of returns for the citizens and the businesses depends on the potential impact of the services on the one hand, and on the level of user uptake on the other hand. The larger the target group of customers for the services (e.g. tax payers), and the more frequent services are rendered (e.g. in the area of social benefits or student loans), the higher the potential returns will be. And, of course, the higher the user uptake, the higher the actual returns. Promising investments to achieve quick, short-term results, which are extracted from the Eurexemps, are: inter-organisational co-operation (the re-use of data and processes); the use of pro-active services (for instance by pre-filling forms); the application of private sector solutions (for instance transaction platforms and authentication methods); digitising processes (for instance for risk analysis and management information); multi channelling (increasing the number of channels, including more advanced and technologies that have a widespread use among customers, such as SMS). Co-operation has become more important to improve service delivery, organisational as well as technical. It needs interoperability, which can be described as the ability of a system or process to use information and/or functionality of another system or process by adhering to a common standard. Interoperability can be divided in: semantic interoperability, technical interoperability. Semantic interoperability To make sure exchanged information can be read by the receiving application, organisations often develop connections on an ad hoc basis. In most cases, an integrated overall solution has not yet been implemented. The TYVI-concept in Finland and the XML forms for registers in Slovenia are the most progressive examples of semantic interoperability (see figure 3.1 below). TYVI is a one-stop-system for customer to government communication, developed by the Ministry of Finance. Because of TYVI, there now is a single standardised data collection system. The clearinghouse-concept of TYVI fits like a module to many different systems. Customers can send information (for example tax declarations) to the authorities and other organisations that collect statutory data. TYVI makes sure the relevant data are sent to the backoffice systems in question. Two important objectives of TYVI were to provide electronic data transfer with standard interfaces and to offer one joint operational platform for all authorities. Technical interoperability Since semantic interoperability often has not been achieved yet, technical interoperability has not been well developed either. For the interchange of data, XML is the standard in use. Again, the TYVI-concept is the most progressive example. In Slovenia a platform for linking registers was made: the electronic administrative affairs (generics). It is being implemented through the information system for acceptance, delivery, and notification. Via central numeration, meta-data, and link modules, electronically signed e-application forms in XML forms with the use of http protocol can be administered. This assures the tracking of e-application forms and linking with different registers. Open standards A necessary condition for interoperability is the use of open standards. In many cases, the willingness to use open standards is no problem anymore; capacity, costs and technological problems are (with respect to semantic and technical interoperability). So, in general, e-government pays off when a quick win-strategy is adopted. That is verdict of the Dutch study, ordered by the Netherlandss Presidency of the European Union. United Kingdom The Digital Inclusion Panel will play a key role in helping us ensure that every home in the UK should have a connection to online services through a digital network by 2008 - whether through a personal computer, digital television, mobile phone or other device stated the Trade and Industry Secretary Patricia Hewitt (December 2003) This is a great business too. According to new research published this year by  HYPERLINK "http://www.kablenet.com/" Kable, total spending on local e-government by English local authorities will represent GBP 3.9bn (EUR 5.7bn) from 2001 to 2008. The total figure for the UK, including Scottish and Welsh councils, would be even higher. Broken down, the figures equate to spending GBP 184 (EUR 269) per English household on e-government over seven years, or GBP 26 (EUR 38) per year. According to the  HYPERLINK "http://www.odpm.gov.uk/" Office of the Deputy Prime Minister (ODPM), the average annual council tax bill is GBP 967 (EUR 1,416), which suggests that the annual local e-government spend represents about 2.7% of the local tax income. According to the report, 24% of the total local e-government spend will occur in 2004/2005. This figure will fall to 19% in 2006/2007 and to about 8% by 2007-08. Kable believes that local e-government spend is unlikely to fall any further after this point, and instead may increase given that most technologies are refreshed every five years. Supporting the e-government infrastructure may however raise budget problems for local councils, as funding from the ODPM is planned to end after 2005-06. The report also calculates expected efficiency gains among councils, forecasting that English local authorities are likely to release GBP 968m (EUR 1.4bn) of cashable savings between 2001 and 2008. While annual cash savings could meet yearly investment by 2007, Kable points out that the total investment would still largely outweigh any savings. The e-government target for local authorities is to e-enable 100% of their services by December 2005.Within that target the ODPM and local government developed Priority Outcomes that were issued in April 2004. There are 29 'Required' outcomes for delivery by December 2005 and 25 'Good' outcomes for delivery by March 2006. The e-government concept can be quite difficult for some people in local government, says Graham Screen, head of information systems at Welsh e-government pioneer Torfaen Borough Council. Theres often a lot of sage nodding. Whats clear is it works when it evolves organically from what youre doing now and when you bring the important internal stakeholders on board. Weve always done this and had no backlash as a result. Somebody thinks that this was an attempt how to explain a probable missing of Tony Blairs 2005 100 per cent electronic delivery of services target. And an australian correspondent states: The result: ambitious ten-year, 100m e-government projects are in real danger of foundering because of what can only be described as crassly insensitive planning decisions to outsource entire local council IT departments in the name of e-government efficiency without any nod to prior consultation. But Doug Forbes, writing on behalf of the British Centre for e-Government,  HYPERLINK "http://www.centre-for-egovernment.com/impact.html" http://www.centre-for-egovernment.com/impact.html, is sure that The new industrial revolution is being driven by exploitation of the internet and e commerce. Local government is not an island and citizens will expect their local authority to react to the challenge. When companies increasingly deliver 7 day 24 hour services, the public sector is being encouraged to follow suit. Ireland In Ireland the Government tried to find another way to persuade local governments staff and end users to accept the e-government. Oasis, for instance, is one of a number of related measures initiated by the Irish Government to reform the Public Service in Ireland. These measures were first set out in the first Government Action Plan, 'Implementing the Information Society; An Action Plan' (January, 1999). The measures were further progressed in 'New Connections - A Strategy to Realise the Potential of the Information Society(March, 2002). Reach is an agency established by the Government of Ireland to prepare a strategy for the integration of public services and to develop and implement the framework for electronic government. In particular, Reach has been charged with procuring and building the Public Services Broker. The Public Service Broker is a mechanism through which the public can register and apply for Government services online.  The Public Service Broker is a mechanism through which the public can register and apply for Government services online. Broker Services The Broker will offer common services to the customer and to public service agencies. It will act as a helper to the customer to bundle services around predefined life or business events. It will help customers and front-line staff to navigate complex information about services. It will make possible speedier and better-informed decisions about the services required in any given set of circumstances. It will provide a secure means by which customers can prove their identity in self-service, face-to-face or telephone transactions. A secure way of "applying" for services electronically will also be provided. Customers will be able to store their frequently used personal data for release to the different service delivery agencies. This will reduce the need for repetitive form filling and will permit speedier completion of service delivery. Agencies will be able to offer a wider range of services from a single point of contact, and with the customer's permission, will be able to speedily access the data required for particular services. Most importantly, the Broker will exist within a secure privacy framework in which the customer and the public agencies can have complete trust. Central and Eastern Europe Following the collapse of the Berlin Wall and the transition of the economies of Central and Eastern Europe (CEE) from socialist centrally planned to a market economy, a new phase in the transition process begun at My 1st, 2004, for many of the CEE countries. Eight CEE countries (as well as Cyprus and Malta) became full members of the European Union. In addition, three CEE countries are candidates for entry at a later stage: Bulgaria and Romania in 2007 or maybe 2008, Croatia, our host country, from 2010 on. Bart van Ark and Marcin Piatkowski, in their Productivity, Innovation and ICT in Old and New Europe, published in March 2004, stated that the impact of technology in the development of CEE countries is grosso modo the same as in much more developed countries which belonged to EU 15. There is an recent survey made by the Economist Intelligence Unit (2004). E-government in Central Europe. Rethinking public administration. London: The Economist. As part of a broader effort to encourage its citizens and businesses to go digital, the European Union is exhorting member governments to practice what they preach: to shift their own operations to electronic and particularly online platforms. Having signed on to ambitious goals of information society development as part of the EU accession process, most of the ten new and candidate EU members have taken up the e-government challenge with enthusiasm. The e-government agenda is being pursued throughout the world to one degree or another, but it has added significance in Central Europe. The region is just beginning to emerge from a period of far-reaching political and economic transformation following the collapse of repressive communist systems. For these countries, e-government is more than simply a new channel of delivering services; it offers an opportunity to achieve a quantum leap in transparency and efficiency of administration, which the regions leaders have promised their citizens since the early 1990s. In order to gauge their capacity to implement such change as well as their progress to date, the Economist Intelligence Unit, sponsored by Oracle, has conducted a wide-ranging analysis of the e-government experience in the Central Europe region. To express the results of our analysis in comparative fashion, we have generated a set of e-government rankings based on a robust and comprehensive quantitative model. The rankings cover the ten new and candidate EU members from Central Europe, as well as another prospective member, Turkey. (EIU 2004:2) Among the key conclusions, presented in this white paper, are the following: % There s no e-government without connectivity. Poor ICT (information and communication technology) infrastructure in the home and workplace remains the critical impediment to e-government progress in the region. Sophisticated online public services achieve little if people cannot access them. Mobile services are well developed, but reliable broadband connections are limited and expanding only slowly. % But vision and commitment count for something. Infrastructure aside, several of the region s governments receive good marks for e-government vision and purpose, as well as efficient strategy development and implementation. % The e-government leaders  Estonia, the Czech Republic and Slovenia. Although held back by connectivity problems, these countries have gone well beyond e-government window dressing and compare favourably in many areas with the rest of the EU, particularly in shifting public service delivery online. % E-democracy is part of the compact with citizens. E-democracy initiatives tend to take second priority in the region to improving public services, but a few governments  notably that of Estonia  have scored significant gains in soliciting digital feedback from citizens. % Beware the  e-elite . The combination of growing online service sophistication with poor infrastructure creates a socio-political risk for the region: that the influence of the infrastructure  haves  , essentially the current political and business elite, expands and becomes entrenched, effectively widening the digital divide rather than narrowing it. Lastly, digital government by itself does not mean smart government. Policymakers in Central Europe appear committed to the greater good of delivering better public services and information, and to doing so via digital means. Given the infrastructure problems and countless other spending priorities, however, governments will be well-advised to focus digital initiatives on areas most in need of change. Traditional information and service delivery systems are likely to retain an important role for the foreseeable future. (EIU 2004:3) By most assessments, including our own, the EUs new and candidate members taken as a whole do not reach the levels of e-government performance reached in Western Europe. Scratch beneath the surface, though, and one finds several areas where Central Europes e-government leaders stack up rather well. Given the critical importance of fixed, and particularly broadband, infrastructure to a countrys e-government capacity and consequently its high relative weight in our scoring model it is not surprising that most Central European countries with their low connectivity levels lag behind Western Europe. Deficits in skill levels and the business and legal environment also take their toll, even in our fast-movers. Infrastructure problems aside, though, several Central European governments have demonstrated policy commitment and implementation of e-government strategies that match and in some case exceed that shown in the rest of the EU. Estonia, for example, was one of the first countries in the world to draft an e-government strategy, in the mid-1990s. When it comes to implementation, the gap between the best of Central Europe and Western Europe diminishes measurably. The Economist Intelligence Units e-government ranking model assesses European countries online service availability and sophistication according to the EUs own scoring system. Sweden, consistently rated one of Europes top three e-government performers along with Denmark and Ireland, clearly surpasses the new member countries in delivering online services to businesses, but Slovenia and Estonia compare nearly as well in citizen-oriented services. In both categories, Central Europe e-government leaders match the performance of the United Kingdom and surpass that of the Netherlands, neither of them e-slouches in any sense. Estonia, Slovenia and the Czech Republic, then, get high marks in any Europe-wide comparison for e-government commitment, creativity and follow-through. It is also no accident that Estonias citizen web portal and the Czech e-procurement platform, for example, are being studied throughout the EU for the lessons they can provide. As for their impact on the overall quality of public service delivery, however, theres no getting past those infrastructure hurdles. (EIU 2004:5) Enough will, but not enough wires Several of Central Europe's governments are commended elsewhere in this report for clarity of e-government strategy and creativity in implementation. But, in the words of Arvo Ott, head of state information systems in Estonia's Ministry of Economic Affairs and Communications, vision and sophisticated services count for little if the public cannot access them. Decent IT and communications infrastructure are an indispensable condition for developing electronic information and transaction services of any sort. In Central Europe, although wireless services are developing quickly, low Internet and PC penetration and the still poor quality of fixed networks are a serious impediment to e-government progress. Only in three Central Europe markets the Czech Republic, Bulgaria, and tiny Slovenia does fixed line penetration surpass 40% of the population. Even in regional e-government leader Estonia, the EU estimates that some 46% of households are without a fixed telephone. Arguably, broadband matters more the high transmission speeds enabled by broadband networks are a prerequisite for sophisticated two-way and transactional e-government capabilities. With average penetration hovering around 1% only Estonia and Slovenia have surpassed the 3% mark it will be several years before broadband becomes a significant enabler of e-government development. Malta with its high level of broadband penetration is the exception among the new EU cohort; poor ICT infrastructure also plagues the other recent entrant, Cyprus. The factors inhibiting fixed penetration growth similarly hamper access to the Internet. The dominant fixed-line telecoms operators in the region are less than-market-driven incumbents; in most countries they also own the primary Internet service provider (ISP) and tend to have a deadening impact on the competitive environment. (Even relatively competitive Slovenia has less than ten active ISPs.) :9) Buying power Governments enjoy a unique advantage in ensuring that e-government directives are translated into reality their own buying power. Amongst the worlds top e-ready markets are a number from Western Europe the Nordic countries, the UK and the Netherlands which all spend in excess of 20% of GDP on public procurement. Of the 11 Central European countries ranked for this survey, seven have government spending in excess of 17% of GDP. While expansive procurement does not ensure e-government success, a link is emerging between a states role in the economy and its ability to influence the digital practices of its constituents. The measure of success of the Czech Republics  e-tr~iate  electronic marketplace programme, beyond helping to streamline the government procurement process, has partially been to energise e-commerce: an eEurope+ survey in June 2003 found that 32% of Czech businesses procured online  Central Europes highest proportion. By contrast, Hungarys government has been very slow to implement procurement programmes for government departments, reflecting the sluggish development of the countrys overall information society objectives. Another chicken-and-egg conundrum emerges here: It is hard to gauge to what extent the governments e-marketplaces have pulled Czech businesses online, or whether its Internet-savvy businesses have made e-tr~iate a success. However, the question of which comes first is less important than the fact that a symbiotic relationship exists. Governments willing to take the initiative to use digital tools in interacting with constituencies increase the likelihood of their e-government vision materialising. And the more practical (read: cost-saving) the initiative, the better: It is for good reason that Romania's Electronic System for Public Acquisitions is considered the most critical of the 20 e-government pilot projects launched by the Ministry of Communications and Information Technology in 2001. ( :13) The e-government rankings: criteria and methodology Seven criteria were examined for each of the countries ranked, collectively comprising 35 separate qualitative and quantitative indicators. Quantitative data largely related to technology adoption and economic statistics were weighed alongside qualitative scores generated by EIU country analysts. These scores were based on primary and secondary research, involving a review of regional and in-country official documents outlining e-government policy and programmes, observed trends on progress, and in depth interviews with programme managers and other direct participants in Central Europes e-government development. Each of the seven criteria were weighted based on a judgement of their relative importance to e-government capacity-building and progress. Ranks were then compiled for each criteria and combined to provide an overall score. Connectivity and technology infrastructure (20% weight) E-government implementation is futile without the ability of constituents to access services and information electronically. Quantitative data on fixed phone line penetration, the total number of PCs and Internet users relative to the population forms the basis of this ranking, along with qualitative assessments about the availability of high-speed and reliable Internet access and the development of government security programmes, such as disaster recovery and viral protection programmes for government sites. Finally, as higher speeds of Internet access typically result in better performance of online transactions, the fledging amounts of broadband penetration were ranked. Mobile penetration was not taken into consideration, despite the regions fast cellular growth, because government services are not yet widely accessible through mobile devices. Business and legal environment (10% weight) To assess the impact that the countrys legal frameworks have had on the ability to conduct business and deliver effective services through the Internet, a holistic assessment of legislative development in both the on and offline worlds was made. The EIUs proprietary rankings for political and macroeconomic environments were used, along with qualitative rankings of the overall maturity of the legislative environment, specific legislation concerning the Internet and online commerce, and the progress that has been made on implementing digital rights management and validating digital certificates. Education and skills(10%) An assessment was made of the core underpinning skills of the countries surveyed, to gauge how well the population can adapt to, and thrive in, the changing service delivery landscape that e-government will bring about, and to what extent local e-talent can help serve as a catalyst. Basic education and literacy levels were compared, as were qualitative assessments of the level of IT and Internet training in the workforce. Government policy and vision (15%) Without a clear assertion of government will, e-government transformation will not be accomplished. 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The EIU compared the clarity and effectiveness of each countrys overall support for IT and telecoms infrastructure development, the goals of its e-government implementation programme, and the extent to which online procurement is being made a requirement for doing business with the state. Finally, in order to add a layer of implementation efficacy, the percentage of GDP that is taken up by state spending was ranked, on the rationale that big government spenders can use their purchasing power to enact changes in procurement practice should they choose to do so. E-democracy (15%) While immature everywhere in the world, a determinant of a countrys ability to make digital channels work is the extent to which electronic democracy initiatives make participation in government more effective and transparent for citizens. Comparisons were made of the extent to which governments have made information available online and facilitated citizen communication through the Internet and other digital channels. Additionally, judgements were made as to whether such digital initiatives were in fact more effective than existing channels thus improving the democratic process overall. Online public services for citizens (15%) and businesses (15%) The two service-focused categories judged the efficacy of attempts to bring specific services online for individual and corporate constituents. For each of the 20 core public services benchmarked by the EU, each country was evaluated on the extent to which information was available for the service online, and the extent to which an entire transaction could be conducted online. Services that were measured for citizens included: tax submission and notification, job searches, social security services, personal document applications, building applications and health services. For businesses, social security contributions, corporate tax and VAT notification and submission, company registration, customs declaration and public procurement were assessed. Media Media, especially journalists, face a new situation due to expansion of e-Government. On one hand, it offers new sources of information or new, easier and faster approach to pre-existing information (for instance: to the Croatian land-registry, mentioned in the very beginning). On the other hand, I cannot stress enough that all functions of e-Government ought to be monitored by the press and especially the local e-Government by the local press. What the watchdogs watch on? All the segments which should be improved by eGovernment: quality of information and information supply process time administrative burdens cost service level flexibility transparency custom-made services efficiency customer satisfaction Malfunction in any of those segments must be an input for investigative reporters. Misuses in almost every segment of e-government can jeopardize the human rights, not only the right on privacy and this is another field where investigative and interpretative journalism must be a watchdog on behalf of a citizen.  Key principles of an interoperability standard, EPAN e-government working group, 2004.     eGovernment & Media Dubrovnik May 23, 2005 PAGE 1 -.FGL{UV>?@A $^gd# & Fgdx & Fgdxgd#$gd#LTUV>?@ABϵϪ{s{s{s{s{oS7h}mhk8B*CJOJ QJ aJmHnHphsH uhkjh\Uh\hkmH sH jhk0JUh8hCpmH sH hOhO]aJmH sH hO6aJmH sH hxh.5\aJmH sH hxaJmH sH h#h.aJmH sH h#aJmH sH hxhxaJmHsHhxhxaJmH sH Zkd$$If?F: 8"R%    4 a$If$If $$Ifa$gdηxxxxxxxtih8hCpmH sH h/hkmH sH h\hkhkCJKHhPLKHmHnHu hkKHjhkKHUhkCJKHmH sH -h}mhkB*CJOJ QJ aJmH ph3fsH 0h}mhk8B*CJOJ QJ aJmH phsH 0h}mhk8B*CJOJ QJ aJmH phsH  &`#$/  $^gd#@0*&P 1F:pw>0BP. 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