Government Online National Strategies Best practices and lessons

Government Online National Strategies Best practices and lessons learnt Maria Isabel Mejia Jaramillo, General Manager, Government Online Program of Colombia WSIS Forum , Expert group meeting on e-Government May 13 -14, 2010 Geneva

The aim of the Strategy is to contribute on building a more efficient, transparent and participative Government, with better services to citizens, enterprises and public servants by means of taking advantage of ICT Key message: “Making easier your relationship with the Government”

Key success factor: It is based upon joint efforts: every public agency across the country is responsible for its implementation

Key success factor: The role of the Program is to coordinate and to provide tools to public agencies for their Strategy implementation Ü Research, on-going support, transverse solutions (based on standardization and interoperability), common IT infrastructure, training plans, marketing plans, monitor and evaluation system

Key success factor: Clear method Democracy Transformation Transaction Interaction Information Üguidelines Üaction plan Üfollow-up

Key success factor: Advice and follow-up of online services offered by public agencies Sector / Rama / Organismo Comercio, Industria y Turismo Agricultura y Desarrollo Rural Educación Función Pública Seguridad Planeación Minas y Energía TIC Estadística Presidencia Organismos de Control Economía Solidaria Rama Judicial Rama Legislativa Ciencia, Tec. e Innovación Hacienda y Crédito Público Defensa Protección Social Ambiente, Vivienda y D. T. Interior y Justicia Organización Electoral Transporte Cultura Relaciones Exteriores Organismos Independientes Universidades e Institutos Corp. Autónomas Regionales F 1 99% 100% 96% 100% 97% 100% 93% 100% 62% 76% 94% 98% 97% 94% 96% 71% 96% 87% 95% 72% 50% 76% F 2 98% 100% 99% 100% 98% 92% 100% 96% 92% 98% 76% 91% 98% 80% 94% 91% 78% 79% 68% 70% 52% 71% 74% 47% 44% F 3 95% 100% 89% 85% 83% 85% 78% 100% 94% 90% 66% 80% 63% 86% 79% 66% 83% 73% 61% 54% 51% 50% 32% 35% 46% 24% F 4 84% 60% 81% 83% 58% 83% 80% 40% 76% 86% 71% 67% 72% 76% 80% 57% 39% 45% 54% 63% 69% 36% 60% 34% 30% 43% 18% F 5 71% 88% 70% 100% 58% 66% 80% 29% 13% 61% 40% 85% 33% 15% 75% 63% 47% 52% 33% 28% 33% 40% 15% 17% 26%

Key success factor: And listen to the needs of the users (usage, quality and impact of the services)

Key success factor: People should be aware of online services so they can use them Government Online marketing plan 2010 Habit “Good stories make good experiences” Experience 2009 Increase of 226% of the Government Online usage (19% to 62%) Awareness 2008 Increase of 333% of the Government Online awareness (6% to 26%)

How to achieve the citizen engagement? Offering services from the citizen needs Stage 4: Transformation § Make changes in the way of providing the services and organizing the procedures around user needs § Organize the procedures using a cluster model based on user needs § Identify, prioritize and optimize clusters of procedures before introducing technology

How to achieve the citizen engagement? Giving opinions is different from participating on building Stage 5: Democracy § Encouraging people to contribute to the construction and controlling of public policies and to participate in decision making § People should be involved from the initial construction of public policies and they should learn about the result of their contributions

How to achieve the citizen engagement? The fear of the unknown is a natural human feeling § “Lacking of access paradigm” as THE principal obstacle must be reassessed § If people understand the benefits to themselves, they will find the way to access § The biggest barrier is not knowing how to use online services: people must be guided

How to achieve the citizen engagement? Social media is useful but you must understand how each networks § It's not enough to have presence in social media § Each network has its own culture and user characteristics that have to be understood

How to achieve the citizen engagement? Examples of the usage of Twitter can be used beyond a “news post”… could be a support tool for the online services usage… “Very bad instructions from for having “Why do you think it was a bad “Thank you responded my service? Tell us the Contact Center of comment. I am positively impressed! please for take corrective Government Online” be honest, I would like that all actions” And to the companies treat me this way” “I had a problem because of lack of instructions with the judicial certificated and I am still waiting my money back” “Don’t worry, if you couldn’t made the transaction you will have a refund. About the service, you can put a complaint and make a “Thanks, we are follow up: these are mechanisms of citizens to here for any other improve the program. In any case, we deeply concern you have” regret the inconvenience. Tell us if you need more help from us”

How to achieve the citizen engagement? Examples of the use of Twitter Or to help people realize how things have changed “Well I renewed my judicial certificate, I had not done it for 3 years. . . ” “It went very well, effective and fast” “Did you do it online? How did it go? ” “Renewing online the judicial certificate is so easy and fast, I will recommend it #notpaidadvertising”

Challenges - Steps to come § To provide even more online services § To extend the offer - including private institutions with public functions § To achieve a higher take-up of Government Online services § To improve the quality of services through such things as: Ü focus on user needs + easy to use services+ fully-integrated and customized services + protection of the data + security of transactions + collaboration between agencies = TRUST AND CREDIBILITY

Thanks! maria. mejia@ gobiernoenlinea. gov. co