The impact of online services on rebuilding the trust in Government: The e. Fez Project experience … Professor Driss Kettani, Alakhawayn University in Ifrane, Morocco 7 th Global Forum on Reinventing Government… Building Trust in Government… e. Fez Project Vienna 25 -29 June 2007
e. Fez Project in one slide!!! n n Develop an experimental platform, in real world settings, that would allow us to capture the necessary knowledge and know-how, in order to: q Elaborate a Roadmap… q Design a formal framework to assess the impact of e. Government systems on good governance… q Build a Model of ICT 4 D usage, production and dissemination in Morocco… And in similar developing countries With these deliverables, we’ll have a better ability and more evidence to talk to our decision makers… And convince them… Dissipate the fears… Induce change management… e. Fez Project 2
Snapshots of the system… Kiosks… e. Fez Project 3
Snapshots of the system… Proximity Portal… e. Fez Project 4
Snapshots of the system… Online Procedures/ Services… e. Fez Project 5
How ICT can help? n n n Some elements of focus: q Any time, Any where, Any language, q Transparently, equally and equitably, q Quickly, correctly and clearly… q Cost effectively and efficiently… q Legally… Not enough/convincing to conclude this presentation… What is Governance? What is good governance? How ICT can enhance good governance? We need a systemic, structured and formal model of impact assessment… e. Fez Project 6
What is governance? n The UNDP defines Governance as: “the exercise of economic, political, and administrative authority to manage a country’s affairs at all levels. It comprises mechanisms, processes, and institutions through which citizens and groups articulate their interests, exercise their legal rights, meet their obligations, and mediate their differences” n There are many definitions… More or less different n Government vs. Governance… e. Fez Project 7
Why shall we trust a government? n We trust a Government when it practices, promotes and sustains GOOD governance… n What is good governance? n We need a definition that is practical and that allows a quantitative evaluation model… n We need to be able to measure, to compare, to benchmark, to peer review and to… n Enhance the performance… n The Governance process as a set of attributes… e. Fez Project 8
Governance Attributes Transparency Effectiveness and efficiency (as a citizen user) Effectiveness and efficiency (as tax payer) e. Fez Project Measured Indicator Value after automated system deployment Since the BEC back-office is electronically enabled, sub processes of making BC request, Visibility of workflows for processing the request, and citizens via automated printing the BC are merged in service delivery one process carried out on a real time basis. This secures the principle of: first-come-firstserved Citizens making time/money/ Efficiency: optimal use of effort savings in requesting and resources for citizens to obtaining BC: request & obtain BC -no waiting time; -one trip to BEC; -no tip. Efficiency and effectiveness of using public scarce resources No full time employees are needed to process the requests… 9
- Equity Rule of law Participation/ empowerment e. Fez Project ICT eliminated the need for citizen to tip in order to be Citizens served with equity served - all citizens are served on a timely and in a similarly professional manners (regardless of social class) -Decrease of opportunities of law violations … Laws are applied -Public display of rules with a impartially power of law. - Through the kiosk/online service delivery Citizens, - Citizens’ active directly participate in the participation in BEC services service delivery, which eliminates possibilities of negative consequences - Dependency on arising from difficulties in bureaucracy: Dependence of citizens the workflow on the employees good - Citizens through the will kiosk/online service delivery are not at the mercy of employees 10
The e. Fez Impact Assessment Model… e. Fez was the first project in the world to have associated and measured the impact/outcomes of e. Government systems (ex. online G 2 C transactions) on good governance, using a home made and recognized scientific and systemic model… e. Fez Project 11
Citizens satisfaction… e. Fez Project 12
Partners and Collaborators… n n The International Development Research Center of Canada (IDRC)… The City of Fez and specially the Agdal County… Thank you www. portaildefes. ma e. Fez Project 13
F http: //www. aui. ma/etech Gracias Thanks Grazie Brigado e. Fez Project 14
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