A DECADE OF WORLD E-GOVERNMENT RANKINGS

Global E-Governance Series Volume 7 Recently published in this series Vol. 6. Vol. 5. Vol. 4. Vol. 3. Vol. 2. Vol. 1.

M. Finger, B. Bukovc and M. Burhan (Eds.), Postal Services in the Digital Age T. Obi, J.-P. Auffret and N. Iwasaki (Eds.), Aging Society and ICT – Global Silver Innovation M. Finger and F.N. Sultana (Eds.), E-Governance, A Global Journey T. Obi (Ed.), The Innovative CIO and e-Participation in e-Government Initiatives J. Tubtimhin and R. Pipe (Eds.), Global e-Governance – Advancing e-Governance Through Innovation and Leadership T. Obi (Ed.), E-Governance – A Global Perspective on a New Paradigm

ADVISORY BOARD Pairash Thajchayapong, Advisor to the Board (Bangkok, Thailand) Toshio Obi, Chairman of the Board, President IAC (Toyko, Japan) Ari-Veikko Anttiroiko, Tampere University (Tampere, Finland) Nagy Hanna, World Bank Advisor (Washington D.C., USA) Yuri Fedotov, St. Petersburg University (St. Petersburg, Russia) Frank Yu-Hsieh Sung, RDEC (Taipei, Taiwan) Fengchun Yang, Peking University (Peking, China) Seang-Tae Kim, National Information Society Agency (Seoul, Korea) Motoo Kusakabe, Director Open City Portal (London, UK) Jean Pierre Auffret, George Mason University (Washington D.C., USA) Matthias Finger, Swiss Federal Institute (Lausanne, Switzerland)

Francisco Magno, Le Salle University (Manila, Philippines) Tran Minh Tien, ICT Advisor (Ha noi, Vietnam) Suhono Harso Supangkat, Bandung Institute of Technology (Bandung, Indonesia) Martin Santana, Esan University (Lima, Peru) Keiko Kiyohara, Mitaka City (Mitaka, Japan) Randeep Sudan, Global ICT Department, World Bank (Washington D.C., USA) Jirapon Tubtimhin, IAC (Bangkok, Thailand) Russell Pipe, Advisor to the Board (Bangkok, Thailand) Thomasz Janowski, United Nations University (Macao) John M. Eger, San Diego State University (California, USA) Bruno Lanvin, Director, INSEAD eLab (France) Robert Schware, Academy for Educational Development (Washington, USA)

ISSN 1874-8511 (print) ISSN 1879-8381 (online)

A Decade of World e-Government Rankings

Toshio Obi & Naoko Iwasaki Waseda University, Institute of e-Government, Tokyo, Japan

Amsterdam • Berlin • Tokyo • Washington, DC

© 2015 The authors and IOS Press. All rights reserved. No part of this book may be reproduced, stored in a retrieval system, or transmitted, in any form or by any means, without prior written permission from the publisher. ISBN 978-1-61499-567-8 (print) ISBN 978-1-61499-568-5 (online) Library of Congress Control Number: 2015948274 doi:10.3233/978-1-61499-568-5-i Publisher IOS Press BV Nieuwe Hemweg 6B 1013 BG Amsterdam Netherlands fax: +31 20 687 0019 e-mail: [email protected] Distributor in the USA and Canada IOS Press, Inc. 4502 Rachael Manor Drive Fairfax, VA 22032 USA fax: +1 703 323 3668 e-mail: [email protected]

LEGAL NOTICE The publisher is not responsible for the use which might be made of the following information. PRINTED IN THE NETHERLANDS

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Preface Prof. Dr. Toshio Obi Institute of e-Government, Waseda University This book is published as the memorial achievements of Institute of e-Government, Waseda University for one decade on its activities of e-Government ranking survey as one of various programs since the establishment of the Institute in 2001. It is great honor and much pleasure that I have edited and contributed to the contents of this book as 7th publication of Global Governance Series by IOS Press. During one decade since 2005 which started this ranking survey, there have been a wide range of challenges on changing technologies such as IOT, Big data, Cloud and 4G mobile under new internet/digital economy in addition to rapid growth of ICT innovation and applications. This volume is divided into 3 parts; one, e-Government ranking survey; second, findings and trends, and third, 63 country reports. I am deeply indebted to my colleges and staff of the Institute as well as International Academy of CIO which I have been serving as president. In addition, I have learnt from partners such as UNDESA, ITU, OECD, WB and APEC as well as many academia institutions and research centers. As the editor of the book, I would express particular attention to encouraging policy reforms to support the usability by citizens as users with demand side centric comprehensive approach and enabling new mechanisms for sharing the common solution oriented approach. Also, I suggest effective partnership among government, business and academia (civil society) to create innovative governance model for public and private partnership (PPP) in global context. To set up the national priority, the lessons leant from the best practices in the book will contribute to the parties concerned. My deep appreciation is extended to the distinguished Experts Group composed of Prof. Auffret, George Mason University, USA, Prof. Swee, National University of Singapore, Prof. Buccoliero, Bocconi University, Italy, Dr.Estevez, Senior researcher, United National University, Prof. Suhono, Bandung Institute of Technology, Indonesia, Prof. Magno, La Salle University, Philippines, Prof. Yang, Peking University, China, Prof. Sunkpho, Thammasat University, Thailand, Prof. Ryzhov, Federal Academy of National Economy, Russia, Prof. Zdenek, Czech Technical University, Prof. Dahlberg, University of Turku,Finland. And also hard working Researchers at Institute of e-Government, Waseda University such as Pingky, Bandaxay, Giguere, Anh and Yang. Special thanks should be delivered to both Prof. Iwasaki and Hien of the Institute for their energetic and outstanding support. Finally, I think there are some issues left for further discussion such as e-Government vs digital government, also, Chief Information Officer vs Chief Innovation Officer, in addition, new international ranking survey for mega e-cities and e-local governments in the future. I trust the readers will learn a lot on e-government issues from this book

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Executive Summary The Institute of e-Government at Waseda University, Tokyo, in cooperation with the International Academy of CIO (IAC), has released the results of its international e-Government rankings surveys for one decade. This research, led by Professor Toshio Obi, Director of the Institute of e-Government, presents the eleventh consecutive years of monitoring and surveying worldwide e-Government readiness and development. The result of the latest 2015 survey is that Singapore was positioned at the first place, followed by the USA in 2nd, Denmark in 3rd, the United Kingdom in 4th and Korea in 5th place. Japan was in 6th, Australia in 7th, Estonia in 8th, Canada in 9th and Norway ranked 10th. During these surveys, research has been conducted through multi-dimension activities. The team has arranged professional meetings and discussions with a variety of international and national organizations to improve oversight and objectivity. These organizations include OECD, APEC, ITU, the World Bank, United Nations DESA, and many other government agencies, think tanks and NGO/NPOs with e-Government responsibilities in their respective countries. The 2015 ranking marks the eleventh year of the Waseda e-Government Ranking, and the second year of cooperation with International Academy of CIO (http://cio-japan.waseda.ac.jp/). To assess and evaluate the details of e-Government preparedness and to align with new trends in e-Government, 9 main indicators and 32 sub-indicators have been evaluated. This makes a total of sixty-three surveyed countries In order to obtain the latest and most accurate information, and to assess the relevant data, Waseda University researchers conducted the ranking in cooperation from partner universities around the world An analysis of the one decade of the Waseda – IAC e-Government Rankings Survey indicates the following eight interesting aspects: (1) There is lack of ICT human resources development in capacity building, especially e-leaders such as CIO (2) Enough finance/funding for e-Government projects is the key for success (3) Citizen-engagement as digital inclusion in e-Government initiatives should be more encouraged (4) Various applications for online service over the world are progressing in developed countries (5) More attention must be paid to local e-Government issues as well as linkage between central and local governments (6) The best practices for M-government in developing countries may increase active participation in developing countries with high usage of mobile devices (7) Open Government/Open Data should be implemented and shared with big data (8) Digital gap has become wider among developing countries in terms of accessibility, usability and affordability Also, in this book new trends and world development in e-Government progress are analyzed in the fields such as Digital/Internet economy, IOT, Cloud, Open/Big data, Cyber security, Smart cities, Social media and e-Ageing. In the last chapter, there are 63 country reports with targeted governments. These countries have been selected based upon several different measurements by ICT rankings by UNDESA,WEF,ITU,IMD and others as upper level groups.

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Contents Preface

v

Executive Summary

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Chapter 1: Overview

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1. Historical Trends for Eleven Years Surveys of the Rankings

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2. Total Ranking in 2015

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3. e-Government Ranking by Indicators

4

Chapter 2: A Decade of Waseda–IAC e-Government Findings

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1. There is lack of capacity building, especially e-leaders such as CIO

7

2. Enough finance/funding for e-Government projects is the key for success

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3. Citizen-engagement as digital inclusion in e-Govt. should be encouraged

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4. Various applications for online service are progressing

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5. More attention must be paid to local e-Government issues as well as linkage between central and local governments

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6. The best practices for M-government in developing countries may increase active participation in developing countries with high usage of mobile devices

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7. Open Government/Data should be implemented and shared with big data

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8. Digital gap has become wider among developing countries in terms of accessibility, usability and affordability

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Chapter 3: New trends on e-Government development

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1. Digital Government/Internet Economy

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2. Internet of Things

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3. Cloud Computing

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4. One Stop Service

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5. Open Government/Data

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6. Big Data

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7. Cyber Security

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8. Social Media

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9. Smart City

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10. Inter-governmental Collaboration and Linkage

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11. Digital Inclusion and Aging society

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Chapter 4: e-Government Country Reports

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Argentina

21

Australia

23

Austria

26

Bahrain

28

Belgium

31

Brazil

33

Brunei Darussalam

35

Canada

38

Chile

41

China

44

Colombia

46

Costa Rica

49

Czech Republic

51

Denmark

53

Egypt

56

Estonia

59

Fiji

62

Finland

63

France

66

Georgia

68

Germany

70

Hong Kong

73

Iceland

75

India

78

Indonesia

81

Israel

84

Italy

87

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Japan

89

Kazakhstan

92

Kenya

94

Korea

96

Macau

99

Malaysia

102

Mexico

105

Morocco

108

Netherlands

110

New Zealand

113

Nigeria

115

Norway

119

Oman

122

Pakistan

125

Peru

128

Philippines

130

Poland

132

Portugal

134

Romania

137

Russia

139

Saudi Arabia

142

Singapore

144

South Africa

149

Spain

151

Sweden

154

Switzerland

156

Taiwan

159

Thailand

162

Tunisia

164

Turkey

167

United Arab Emirates

170

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United Kingdom (UK)

172

Uruguay

175

USA

177

Venezuela

180

Vietnam

182

Appendix 1 Top 10 ICT and e-Government Ranking by other Organizations

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Appendix 2 e-Government National Portal and Open Government Data Portal

189

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Chapter 1: Overview 1. Historical Trends for Eleven Years Surveys of the Rankings Throughout the eleven years of the ranking, either the USA or Singapore was always in the first place. USA stood in first place from 2005 to 2008. Singapore replaced USA and took the top spot from 2009 to 2011. For four consecutive years, USA and Singapore have been alternately ranked at the first place. The 2015 ranking is not an exception as the top 10 of the ranking is made up of developed countries, four in Asia and the Pacific (Singapore, Japan, Korea and Australia), two in North America (USA and Canada), and four in Europe (Denmark, UK, Estonia and Norway). The following table shows the top ranked ten countries over the past 11 years since the first edition of the ranking in 2005.

Table 1: Historical Trends of the Ranking 2005 – 2015

2. Total Ranking in 2015 The 2015 ranking marks Singapore’s return to first place, scoring 0.22 points higher than the USA, which was in second place in the 2015 ranking. Denmark was 3rd, followed by the UK in 4th. Compared to last year, Korea slipped from 3rd to 5th this year. Japan also slipped to 6th from last year’s 5th. Australia jumped two slots ahead and was 7th this year. Estonia and Canada also slipped slightly from their positions last year and were 8th and 9th place respectively. There were no significant member changes in the top ten, except that Norway replaced Sweden and tied for 10th place. This was the first time Norway in the top ten list during the eleven years of the e-Government ranking. The ranking in 2015 added five new countries: Bahrain, Costa Rica, Iceland, Morocco, and Oman. In this group, Iceland earned a good position of 19th, while Oman and Bahrain ranked in the middle at 40th and 44th, respectively. Both Morocco and Costa Rica were placed at the bottom in the total ranking. A big change in the middle group of the ranking is China, which slipped from 10th last year to 49th this year.

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Chapter 1: Overview

Table 2: Waseda – IAC e-Government Total Ranking 2015 Indonesia had a big jump and was 29th compared to 32nd last year. Thailand led the ASEAN countries (except Singapore which is consistently at the top). Thailand has a good position in the middle of the total ranking at 22nd, followed by Malaysia at 25th. The bottom tier of this ranking consists of familiar names from last year, such as Nigeria, Fiji, Egypt and Kenya. In this group, Nigeria is the country that has had the biggest regression and fell to rank for 60th compared with 45th last year. Egypt also slipped from 56th last year to 62nd this year. Kenya ranked at the bottom of the total ranking.

Chapter 1: Overview

3

Figure 1: Waseda-IAC Top 10 e-Governments Ranking in 2015 Norway, Canada, and Estonia are the lowest on the GCIO indicator among the top ten countries. The fact that they have centralized their e-Government projects may contribute to this position on the GCIO Indicator. Figure 2 [e-Government Development Matrix] indicates the positive relationship between network infrastructure and online public services. It is reported that the countries with nice network infrastructure can extend to deploy online public services easily.

Figure 2: e-Government Development Matrix

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Chapter 1: Overview

3. E-Government Ranking by Indicators The Waseda – IAC e-Government Ranking uses comprehensive benchmarking indicators to accurately assess the latest developments of e-Government in the major countries in ICT section. The 2015 Ranking adopted nine main indicators and 32 sub-indicators. One sub-indicator in Network Preparedness (PC users), has been removed for the 2015 ranking. Based on the new trends in ICT, citizens may use smartphones, tablets and notebooks, in addition to PCs, to connect with government and make transactions. Therefore, the number of PC users is not necessary for e-Government development evaluation. Table 3 below shows all 9 indicators and 32 sub-indicators.

Table 3: The Main Indicators and Sub-Indicators This research not only evaluates the development of websites and ICT deployment in governments, but also looks into real operations, such as management optimization, internal processes, online services, and new trends in e-Government development and the relationship between governments and their stakeholders. The top ten e-Government rankings by indicators are listed in table 4 below:

Chapter 1: Overview

Table 4: Top 10 Countries on 9 Individual Indicators in 2015

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Chapter 2:A Decade of Waseda–IAC e-Government Findings Highlights of the findings throughout eleven years of survey are showed as follow and discussed in the following sections: (1) There is lack of ICT human resources (2) Enough finance/funding for development in capacity building, e-Government projects is the key for especially e-leaders such as CIO success (3) Citizen-engagement  as  digital inclusion in e-Government initiatives should be more encouraged (5) More attention must be paid to local e-Government issues as well as linkage between central and local governments (7) Open Government/Open Data should be implemented and shared with big data

(4) Various applications for online service over the world are progressing in developed countries (6) The best practices for M-government in developing countries may increase active participation in developing countries with high usage of mobile devices (8) Digital gap has become wider among developing countries in terms of accessibility, usability and affordability

1. There is lack of capacity building, especially e-leaders such as CIO As a consistent objective for organizations, human resource capacity building has gained increasing significance in ICT. For e-Government which is facing more challenges than the private sector in this issue, human resource capacity is directly related to the benefits from utilizing ICT—especially for delivering e-services, and communicating between government and citizens. There are some essential tasks for building ICT human resources in the public sector, including training on basic technological skills and improving ICT literacy for the public workforce, which has already proceeded steadily in the governments of many countries. However, more challenges for government are coming from internally, for example, political influence or policy-oriented planning. These particular reasons can lead to the failures of building ICT human resource capacity in e-Government. One important issue is the lack of sustainable systems for ICT human resource capacity building. There are some projects developed to improve ICT literacy by inviting external experts, which indeed have some temporary outcomes. After the experts have left, however, there is no continuous system or new spontaneous structure to keep the previous work for learning. Since technology transforms through the time, ICT literacy needs to be upgraded with it. If there are no system designs for improving literacy independently, the temporary outcomes will gradually or even immediately fade away. Also, ICT literacy for technological learning is not the only factor that matters any longer. Dealing with information and utilizing technology are not enough to cope with the information society nowadays. What the government requires is the capability of analyzing and managing the information with ICT. Thus, people who are involved in

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Chapter 2: A Decade of Waseda–IAC e-Government Findings

the work of e-Government should have different knowledge background, such as mastering policy analysis and formulation, and managing information with ICT. The first step may start from collaborating with the private sector to apply some of their experiences for better ICT. Government develops e-Government applications for delivering government services to its citizens. On the government side, Public Private Partnerships (PPP) is one solution where government can have access to many experts working in the private sector. Through PPP, private enterprise creates a business opportunity with a special client which could be very loyal—government. Since the e-Government will be used by citizens, PPP should involve citizen participations through empowering regional communities. In Indonesia, for example, there is a well-established community, Indonesia ICT. Volunteer that empowers community to improve communities’ livelihood through education and ICT training by skillful and excellent volunteers. The community is supported by Indonesia telecommunication industry, local government, internet providers, academia, and non-government organizations.

2. Enough finance/funding for e-Government projects is the key for success The basic requirement for delivering an effective e-Government system is Internet. However, developing infrastructure for good Internet connections requires significant investment. For high GDP countries, the infrastructure is well-established. In addition, to delivering e-Government, efficient e-government processes are a must. Government process improvement is reflected by the indicator of Management Optimization. Similar to establishment of communication infrastructure, management optimization also requires significant investment. The common solution for developing countries to speed up the establishment of infrastructure and government process improvement is Public Private Partnerships (PPP). PPPs create opportunities for both government and private enterprises to the benefit. Another strategy to expand the network infrastructure is by implementing Universal Service Obligation (USO). Indonesia is an example, of a government that elevated the telecommunications through USO. In addition, in 2014, Indonesia launched the Indonesian Broadband Plan, which created a national ICT ecosystem. The plan formulated the roles and functions of both government and business enterprises in the ecosystem.

3. Citizen-engagement as digital inclusion in e-Governmnt should be encouraged Despite large investments in e-Government development worldwide, citizen engagement in e-Government initiatives is still far below expectation. The survey of 5,000 citizens worldwide conducted by Accenture in 2012 revealed the low rate in using digital channels by European citizens: only 35% of respondents in Germany having experience with digital channels whereas in Canada, Australia and Italy this number is 42%. Reasons for this problem primarily reside in not taking citizens’ perspective into consideration when implementing e-Government. Complicated structure and poor user interfaces of national portals are examples of the key hurdles preventing citizen from participating in online interaction with governments. In order to encourage citizens’ engagement, governments worldwide have carried

Chapter 2: A Decade of Waseda–IAC e-Government Findings

9

out several e-Government promotion initiatives, in which rebuilding the national portal and e-services to enhance user experiences is considered as a critical strategy. United Kingdom is a pioneer in tackling this issue. The national portal gov.uk which replaced the old version “Directgov” has simplified and provided a clearer and faster user experience. Twenty-five significant exemplar services have been redesigned and rebuilt following the Digital by Default Service Standard which consists of 5 different phases from discovery to retirement. In a similar effort, the Norway government also aims to use plain and understandable language in rendering online forms, acts and legislation to enable citizens to engage online services easily. Without a high level of citizen engagement, it is hard to describe e-Government initiatives as successful. In general, countries should consider the following principles in reviewing their national portals: - Utilizing info-graphic style to render information as simple as possible. - Along with a search engine, brining most common used services to the top section of the portal with direct links to appropriate place to attract more users’ attention. - Removing unnecessary information and graphics to increase page load speed. - Guiding users through a “wizard”, consists of several steps for single services. Relevant instructions and regulations are represented in single sentences with straightforward wording. - Employing modern technologies such as responsive web design, compatibility for multi-devices and search engine optimization (SEO) for increasing visitor traffic.

4. Various applications for online service are progressing As demonstrated by the graph, half of surveyed countries still remain in the dynamic and 2-way interactive online service sophistication level whereas only 10 countries have reached the transactional services provision level. Surprisingly, several European countries such as Denmark, Netherland, Sweden and Belgium are found in 2-way level group despite their high level of ICT infrastructure. The majority of developing countries are categorized into the first and second group except in the case of Malaysia, which is in the transaction level thanks to the Malaysian government’s efforts in enhancing public service delivery. India, Thailand and Peru are examples of countries scoring relatively high in e-service sophistication (0.7 – 0.8) regardless of the level of their ICT infrastructure. More efforts are needed by Chinese Taipei and Macao’s governments to utilize their promised infrastructure for delivering better public services. These cases prove that as it moves to higher levels, e-service requires not only an adequate ICT platform but also other aspects, such as a supportive regulatory framework, government CIO and well-optimized backend business processes. Social factors such as national culture and citizens’ attitude should be taken into consideration when designing online services.

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Chapter 2: A Decade of Waseda–IAC e-Government Findings

Figure 3: E-Service and ICT infrastructure

5. More attention must be paid to local e-Government issues as well as linkage between central and local governments The role of local governments to provide administrative services in close contact with the residents is large. Local e-Government is complex, encompassing the political, cultural, organizational and technical aspects of everything that local authorities and other public service providers do. Leadership is imperative in successful e-Government and it is the critical success factor on local e-Government. According to ranking data, 22% responded that “CIO is appointed at city level”, while 33% said “CIO is appointed at prefecture or state or province level”. These data show that GCIO at local level is still low. Most of the CIOs carry responsibilities other than that of a CIO. Another one factor for success is legal frameworks and mechanisms to promote e-Government at the local level. Based on the ranking data, existing policies of promotion for e-Government at the local level is 40%, which is still low. With many countries pushing the legal frameworks of e-Government to local level, legal frameworks of open government at local level are still low at 35%.

6. The best practices for M-government in developing countries may increase active participation in developing countries with high usage of mobile devices The digital divide between developed and developing countries is a persistent issue, which includes many factors such as infrastructure and human capital building. In addition, the divisive is influenced by the social economic and political environments. The development of e-Government in developing countries is affected by the digital divide, including the performance on running e-Government projects. However,

Chapter 2: A Decade of Waseda–IAC e-Government Findings

11

developing countries can use ICT to firmly grasp the chance to pursue their goals especially for the digital divide in the practical conditions of society. M-government can be considered one approach that may possibly spread across the world, especially in developing countries. One of the best practices on M-government in 2014 among developing countries took place in Zhejiang province in China. The Chinese local government released a one-stop service platform in June 25th. Subsequently, its application version was published two months later. The local government of Zhejiang province has drawn on the experience of China’s biggest online shopping website “Taobao” to advertise its e-service. The concept of this sort of e-service is called “Taobao-administration”. This platform has covered e-service of 101 governments at lower level of Zhejiang by utilizing the latest ICT such as cloud computing and Big Data. The e-service includes information providing, online consultation and mobile payments. Citizens can give a score to any department of the government after experiencing their e-service through the application. Citizens who possess smart phones can download the application in the popular OS. This kind of e-service application can provide a simple approach for citizens to connect to government with less constraint of technology and literacy. As a result, the e-service application can be considered as a suitable model for developing countries.

7. Open Government/ Data should be implemented and shared with big data Since US President Obama signed the Memorandum on Transparency and Open Government and the launched of the first open data portal (data.gov) in 2009, open government agenda has gained momentum over the past years as a popular trend in e-Government development. It is now widely acknowledged that there are an increasing number of countries launching similar open data initiatives. See more about Open Government Data (OGD) portal in Appendix 3. This is the second year of ranking for OGD. During the research, we found that open government initiatives increased from 62% (38/61) to 76% (48/63). Most governments in our ranking have developed and deployed open government initiatives. However, we found that most OGD only use the native language. Some portals have added the search engine and the dataset categorizations. For the dataset, there are commonalities among others in terms of data format. Most datasets use a downloadable well-known file format, i.e., pdf, xls, csv, and xml. Some governments provide a forum for citizens to request new OGD format types. And the top ranking countries on this indicator have provided the citizens with an application programming interface (API) that could help developers and researchers to create innovative citizen-centric applications.

8. Digital gap has become wider among developing countries in terms of accessibility, usability and affordability Compared to other continents, big gaps are found among Asian and American countries. In Asian countries, the lead by Singapore, Japan, and Korea is very dominant and it is very difficult for other countries to catch up. In the Americas, the United States and Canada are unrivaled within the region. However, no countries show such dominance in Europe, Africa, Mid-East, or Western Asia. The gaps may be a result of many reasons. Financial capability, population

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Chapter 2: A Decade of Waseda–IAC e-Government Findings

capacity, and human resource capacity are some identified obstacles. The combination of these factors contributes significantly to the e-Government development level. In ASEAN countries, for example, there is a big gap between Singapore and other countries. With its financial stability, small population, and high ICT literacy, it is relatively easy for Singapore to continuously improve e-Government. With its small high ICT literacy population, Singapore has successfully introduced and implemented its e-Government plans and projects. Similar conditions also apply to the American countries; between United States, Canada, and their compatriots in South America. The gaps in other regions such as Europe and Africa, Mid-East, and Western Asia are not as big as in Asia and America. The countries within these regions are relatively similar in e-Government development. The following graphs show the countries’ positions within regions, such as America, Europe, Asia, Africa, and - Mid-East-Western Asia.

Figure 4: The Big Gap in Asian and America Regions on e-Government Development

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Chapter 3: New trends on e-Government development 1. Digital Government / Internet Economy While many countries are continuing to transition from e-Government to digital government, there is still considerable confusion about exactly what this change represents. E-Government was initially conceived as a means of using the Internet and other ICT to provide existing government services more efficiently. Digital government, on the other hand, reinvents government for a world in which the majority of citizens in many countries carry a smartphone, tablet, or other Internet-connect device with them throughout the day. A technologically literate citizenry that is accustomed to conducting much of its communication and business online opens up a wide array of ways for the government to operate more efficiently, and offer new modern services. The other major emphasis of digital government is utilizing data in new and unique ways. For some countries, this means posting information and data publicly online as soon as it is available. The United States’ open data site Data.gov allows users to browse and download data sets, and its analytics site (analytics.usa.gov) shows live information about the volume of traffic on government websites. In 2014, the UK merged all of its various government agency websites into its gov.uk portal and standardized their format and layout. These front-end changes have been mirrored on the back-end. As contracts for legacy systems expire, many governments have successfully forged government-wide interoperability infrastructures. These are necessary to provide the convenience and seamless performs that today’s citizens expect from digital government.

2. Internet of Things The term “Internet of Things (IoT)” is used to describe embedded devices (things) with Internet connectivity, allowing them to interact with each other, services, and people on a global scale. IoT can mean as much for citizens and their relationship with government. The public sector offers a breadth of opportunity in multiple areas – be it environment, infrastructure, safety or health. In each of these domains both citizens and government desire enhanced services and improved collaboration. The Internet of Things offers new ways to make citizens smarter, more efficient and more informed – while, at the same time, delivering cost savings to government. Connected infrastructure – from toll roads, to parking places to utility meters – delivers real-time “actionable” information around costs, condition, usage and utilization to citizens and government alike. Citizens can instantaneously find parking or cut back on electricity usage, while government can allocate the right resources at the right time to charge fees, deliver services, and manage public infrastructure. India is the earliest country where the government released a draft policy on the Internet of Things, allocating US$20 million for five sensor and data-driven projects that will complete in partnership with private companies in three years and emphasizing citizen-focused services. The policy will support the 100 smart cities project. The policy aims to build an Internet of Things industry in India worth US$15 billion, with more than 2.7 billion connected devices by 2020.

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Chapter 3: New Trends on e-Government Development

3. Cloud Computing Utilizing the latest technology in e-Government development is critical due to the requirements of enhancing efficiency and reducing processing time and cost. Cloud computing is realized as the suitable technology serving this purpose due to its advantages. The main objectives of Cloud Computing are to reduce capital expenditure on ICT and to simplify the scalability of the system. Various services of cloud are provided into three models: software as a service (SaaS), platform as a service (PaaS) and infrastructure as a service (IaaS) Some countries which have a mature e-Government system are trying to use Cloud Computing as a platform for the integration using the Internet-of-Things and Big Data. For examples, Japan has Kasumigaseki Cloud, a cloud computing solution for all ministries which aims to reduce application redundancy. By leveraging advanced features of cloud computing, the G-Cloud (government cloud) of Singapore government is expected to provide “resilient computing resources to meet security and governance requirements across the whole-of-government”. Base on this next-gen infrastructure, each agency can implement a private government network to meet its own requirements by subscribing to the so-called Infrastructure-as-a-service. In the future, the government is expected to offer necessary Software-as-a-service features such as business analytic or web content management. Australia released its “Australian Government Cloud Computing Policy” on October 2014 with the goal was stated as to reduce government ICT cost and develop better services by eliminating duplication and fragmentation in government ICT. In South Korea, a total of 260 e-Government systems have adopted government’s G-Cloud project by last year. The Government Integrated Data Center has announced on 1st February that it is integrating cloud computing into another 143 e-Government systems by the end of 2015.

4. One Stop Service One-stop service has emerged as a major trend in online public service delivery worldwide to overcome several significant challenges citizens and business have to cope with during the interaction with governments, such as complicated bureaucracy, confusing administrative procedures and information fragmentation. This concept refers to the way of integrating all services provided by multiple government agencies in one “place” where citizens and businesses can access their desire services without being aware of the underlying process between different agencies. One-stop service has become the top priority in the national e-Government agenda worldwide as recommendation in e-Government development strategies of European Commission, OECD and United Nations. However, the implementation of one-stop government service in its ‘true’ sense is not a straightforward way since it requires interoperability and integration between back-end systems and the front-office side, as well as the full integration of service delivery processes. Examples can be witnessed in several advanced ICT economies. In case of United Kingdom, the website of 24 government ministerial departments and 331 other public agencies are being gathered at gov.uk – the national portal. Singapore’s e-Citizen portal was launched in 2012 and since then has been considering as the one-stop portal for government information and government online services. For the business, the Enterprise One is the one-stop portal serving for Singapore business community by employing the so-called Online Business Licensing System. By delivering one-stop portal, citizens, business and government officers are believed to easily find public

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services in one place without going to the website of an individual agency.

5. Open Government/Data Providing open government/data is fast becoming a major political objective and commitment in many countries. Its implicit promise to support economic growth and to improve public services, as well as to promote government transparency and accountability make it an attractive policy objective. While many governments are rushing to launch political initiatives and online portals, the majority have yet to demonstrate the full benefits of open government/data, let alone make the necessary preparations to realize those benefits. Since Open data is involved in all national and local government, the government is required efforts that together, it is not intended to remain mere information disclosure, by opening to the private sector the public data in the secondary available form, also government agencies themselves not provide the service, a variety of public services through the network of private sector becomes a thing to be creative. In this way, through the promotion of open data, and improve the transparency and reliability of public administration, the promotion of public participation and public-private collaboration, efficiency of the economy of the activation and administration are expected to advance. In addition, the role of local governments that provides administrative services in close contact with the residents is large. Also for the local government, from viewpoint of improvement of resident’s service, operational efficiency activation of local industry and etc., local governments also expect open data to contribute to their efforts. The United States was one of the earliest countries to deploy an Open Government strategy and to wield this strategy effectively. Since his first full day in office, President Obama has prioritized government openness and accountability and has taken substantial steps to increase citizen participation, collaboration, and transparency in government. Data.gov, the central site for US Government data, is an important element of the Administration’s overall effort to open government. It launched in May 2009 with numerous datasets, and as of May 2015, the US Government had published 132,094 datasets. Furthermore, efforts toward open data are also underway at local governments in the United States, a new portal Cities.data.gov and States.Data.gov has opened under Data.gov, in which the 39 states and 46 major. In this way, open data portals of local governments are being integrated into the Federal Government's open data portal. In the United Kingdom, the government describes itself as “the most open and transparent government in the world.” Open government establishes a platform for independent and collaborative action involving citizens, civil society, private companies and public servants (UK National Action Plan 2013 to 2015). Transparency, participation and accountability provide the essential foundation for economic, social and political progress by increasing the openness of institutions and public processes while maintaining and respecting the privacy of individuals. The UK is leading the world on open data. As of May 2015, data.gov.uk is already the most comprehensive data resource in the world with more than 20,666 datasets. In Japan, on July 4, 2012, the Strategic Headquarters for the Promotion of an Advanced Information and Telecommunications Network Society compiled an electronic administration open data strategy including four basic principles; (1) the government should proactively release public data, (2) public data should be released in machine readable forms, (3) public data use should be promoted irrespective of

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whether the purposes are commercial or noncommercial, and (4) the government should promptly begin with public data release initiatives for data available for release and accumulate achievements. Nowadays, data.go.jp (MIC) and datameti.go.jp (METI) is the government open portal site which provides around 15,000 datasets as of May 2015. Local governments also expect open data to contribute to planning towns comfortable for citizens and promoting "visualization" of the government such as Shizuoka’s prefectural, Sabae City (Fukui Prefecture), Yokohama City (Kanagawa Prefecture) and etc.,

6. Big Data The evolving ICT used in e-Government services includes many components such as network infrastructure, hardware, software and platforms. Government work processes are now integrated into end-to-end public access and social services, so e-Government models must focus on the concept of Big Data. From the fact that the use of big data and is believed to bring a lot of economic benefits and value, to take advantage of big data in many countries at the national and regional level and is advancing the strategic initiatives. In 2013, came to the movement can be seen further, such as concrete policy announcements and government project implementation. Big Data processing enables governments to make choices based on large-scale quantitative analysis. Goals include achieving greater policy transparency, and identifying optimal social and economic value. More broadly, data mining aids decision-making via the discovery of patterns in large data sets based on facts and observations. Data mining tools can process structured numeric data in traditional databases or extract relevance from semi-structured and unstructured data, such as text, graphics, images, and web data. Leveraging Big Data can enable breakthroughs in e-Government management, where, like many industries, governments can use Big Data to identify opportunities for innovation, and to act on the best information available. In the United States, In the United States, on March 29, 2012 the White House Office of Science and Technology Policy (OSTP) was announcing the “Big Data Research and Development Initiative” to have to clarify the strategically tackle position as government, budget totaling $200 million has been devoted to research and development. On this initiative, a new joint venture supported by the National Science Foundation (NSF) and the National Institutes of Health (NIH) will advance the core scientific and technological means of managing, analyzing, visualizing, and extracting useful information from large and diverse data sets. In Europe, the European Commission developed an open data portal site for all types of information held by the Commission and other EU institutions. (Digital Agenda for Europe 2020. 2012-2014 has been carried out in Big Data Public Private Forum the implementation of the value chain of big data, creating a roadmap of technology trends, clarification of the field of application of big data, expected determination of priorities in response to the impact that is, there is a goal, such as contributions to a is Horizon2020 formulate the next research framework program.

7. Cyber Security In 2014, Sony Pictures Entertainment was the victim of one of the most consequential and high-profile cyber-attacks in memory. As a result of the hack, thousands of confidential documents and emails were released to the public, many of

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them containing personal and proprietary information. This incident brought the issue of cyber-security to the fore, as both governments and private companies assessed how vulnerable they were to a similar attack. This example also underscored the difficulty of identifying and punishing the individuals that plan and carry out these attacks. The nature and sophistication of cyber-attacks is changing rapidly. The threat used to come mostly from small or loosely-structured groups of hackers with limited resources. Now, many countries are investing heavily in cyber-offensive capabilities, many of which are developed covertly. Accordingly, companies all over the world are struggling to secure their networks to prevent theft of proprietary information and other breaches. Furthermore, more and more transactions are taking place online, especially as the use of mobile payments increases. According to Forbes Magazine, mobile payments are expected to rise by 60.8 percent through 2015. As online payments become even more integrated into our daily lives, the security and resilience of networks becomes even more critical. In developed countries that are increasingly reliant on automated smart grids to regulate and monitor utilities like electricity, cyber threats must be taken very seriously. Cyber security becomes a higher priority with each passing year.

8. Social Media Recently, social media has become a platform that is easily accessible to anyone with an Internet connection and has become a favorite communication channel for many citizens. It also has a significant impact on the way governments are doing business and how they perform. For transparency reasons, governments need to be more interactive and reach citizens where they are and where they feel most comfortable. Also, social media represents a strategic opportunity that should be cautiously managed to better engage individuals, businesses and public organizations. The current trend in leading governments is integrating social media with e-Government services. Government can use social media to connect with citizens or businesses to exchange information. Social media has substantially changed the way that organizations, communities, and individuals communicate. Social media provides a powerful platform to help governments communicate directly with citizens and increase their Web presence. Use of social media in government agencies has facilitated direct interaction between citizens and administrations. The transformation of government policy and behavior is important in creating a proper information sharing hub. In the United States of America, the government has to plan strategic guidelines for applying social media in the public sector. The Federal Government has become more and more involved with the use of social media. Currently the US Government is using three social networks, Facebook, Twitter and LinkedIn. There are currently over 468,000 people who have liked and followed the US Government’s Facebook page (US National portal). This enables the government to disseminate a large amount of information directly to citizens. Useful information such as the location of Embassies or important events is one way the government is informing citizen via social media.

9. Smart City This concept of implementing ICT for regional development by improving quality of life in certain areas has raise the attention of government, academia, and business enterprises. The use of new ICT concepts such as Internet-of-Things and Big Data is

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mandatory in developing the smart city. Some countries, led by developed countries, are developing a smart city in their regional. Japan is one of the pioneers on smart city. Japan has several examples of smart city implementations such as Yokohama, Kita Kyushu, and Toyota-shi. Some companies such as NTT, Fujitsu, Tokyo Gas, and JX Nippon oil, supported the smart city project in Japan. Netherland implemented Smart City in Amsterdam. It is supported by IBM and CISCO. Indonesia, Thailand, and Philippines are the example of developing countries that are implementing smart city in their region; Bandung in Indonesia, Nakhon Nayok in Thailand, and Davao City in Philippines.

10. Inter-governmental Collaboration and Linkage Some countries have shown that integrating government information system is the requirement to create the one stop service in which the processes that include one or more government institution are seamless. United States, Switzerland, and Singapore have the system that has their government information system connected. In recent years, Thailand and Estonia have shifted their e-Government development into the next stage for achieving connected government. Estonia has X-Road project and Thailand has Government Information Network (GIN). These projects are aimed to strengthen and improve inter government collaboration by centralizing the common e-Government services. X-Road project is aimed to build Estonian National database. The project includes the software development, hardware installation, and organization methods. All ministries should connect to the central database through X-Road intranet channel. Citizen can enjoy their current data using internet connection via web portal in many places. This project is managed by Ministry of Transportation and Communication. GIN is initiated by Electronic Government Agency (EGA), a government agency under supervision of Ministry of Information and Communication Technology (MICT). The concept of GIN is to reduce process redundancy in government agencies. In order to do so, EGA integrates the common services which are found in different agencies into GIN. Therefore, government agencies are not necessary to fully develop their own information system. Some of the functions are centralized available through GIN. Based on these practices, the common style for integrating e-Government services is the centralization.

11. Digital Inclusion and Aging society The e-Government concept of Digital Inclusion refers to both inclusive ICT and the use of ICT to achieve wider inclusion objectives. It focuses on the participation of all individuals and communities in all aspects of the information society. One of the problems that many countries are facing today is the rapid increase of aging population (Japan is a typical example). This trend necessitates increased funding for social welfare programs and support for government services. ICT can be applied to alleviate many of the issues caused by a rapidly aging population, even in a global context. For instance, ICT can help to provide new and flexible learning opportunities, which connect senior citizens with each other and offer a link to younger generations. E-Government can make considerable contributions to the independent lifestyle of the elderly. The physical presence and wait-times at government institutions is no longer necessary, while opportunities for active participation in politics and other civic activities are now easily accessible. Exploration of these opportunities for the elderly in

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the public sphere receives a lot of attention in Japan. Both national and local governments seek measures to transform e-Government to meet the specific needs of a growing number of seniors who are willing and economically able to exercise their independence. The transition to an inclusive e-Government that serves older generations requires certain basic preconditions to be met. First, aging is a significant demographic variable that negatively correlates with the usage of online telecommunication tools. In other words, older people are less likely to be familiar with computers and the Internet, and are significantly more comfortable using traditional methods of communication with the government such as face to face way. Moreover, applications and services are often designed for a “standard” user and do not sufficiently consider the particular requirements of senior citizens. As the leader of aging society in the world, Japan faces new challenges that no country has met before. Therefore, Japan’s e-Government aims to spread the universal design for elders’ better usage of ICT new tools. Not only to provide a system which is well designed for the user friendly of aging people, but also to help them improve IT literacy to adapt the information society (They have plenty of training programs in local communities for teaching seniors use internet and new digital media, etc.,) However, helping seniors adapt this society is merely a passive way to face this aging problem. Japan government endeavors to combine hyper-aging society and information society, finding a win-win strategy to reverse the tide. MIC (Ministry of Internal Affairs and Communications) has held conference for building the “Smart platinum Society”, namely utilizing ICT to explore a brand new model solving the problems of Japan’s hyper-aging society. The goals of this huge plan start from existing programs such as improving aging people’s IT literacy, then extend to e-healthy system, e-work/life style and e-participation for seniors. They are also trying to create “Smart platinum Industries”, new business to catch the potential consuming capacity of seniors. These perfect visions and attempts can be achieved very unprecedentedly, just after solving all the reality puzzles while in practice. Throughout the eleven years of Waseda - IAC e-Government Ranking surveys, we have consistently found that ICT applications for aging populations are increasing in importance. Governments must take every opportunity to apply ICT to establish a more digitally inclusive society.

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Chapter 4: e-Government Country Reports Argentina 1. E-Government Status by Indicators A. Management Optimization The National Office of Information Technology (ONTI) is assigned with responsibility for implementing the Argentinean e-government strategy. Under this agency, Argentina has developed e-government programs covering G2G, G2C, and G2B. These programs are as follows: - Technological Standards for the Public Administration (ETAP). This program is aimed to develop process interoperability among government agencies in term of network, framework, and data. - Transparency in the public administration (Cristal Project). This project was launched to fulfill the mandate established under the Fiscal Responsibility Law 2515/1999 In addition to these programs, ONTI is given a mandate to develop regulations for digital signatures. B. National Portal Argentina’s national portal (http://www.argentina.gob.ar) provides some e-services to citizens, companies and foreigners, but the portal’s focus is on providing information and news rather than online services. Aside from two undated PDF documents that provide general information in English, the portal site is entirely in Spanish. It does offer a translation widget powered by Google which—while imperfect—makes it easier for non-speakers to navigate the site. The portal’s structure is clear and the services for citizens and customers can be found by searching or browsing a “Virtual Office.” The six most common online services are prominently featured, and the site claims that over 1000 procedures are available via the website (though many of these functions only allow you to download or print forms and information). The portal also connects users to social media such as Facebook, Twitter, YouTube and blogging sites, and there is a feature to receive specific notifications via email. C. CIO in Government There are no specific laws or mandates for CIO positions. However, after referring to the tasks and duties of the Officinal Nacional de Tecnologías de Información (ONTI), it can be inferred that ONTI has many of the responsibilities of a government CIO. All ministries are involved in e-government projects according to Decree 378, which lays out the country’s e-Government strategy. Therefore, it can be considered that all ministries have a CIO position even though the title is not precisely CIO (for instance, Head of IT Division; Head of e-Government Projects). There are no CIO training courses found in Argentina in universities or training centers.

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D. Online Services The five most common online government services are e-procurement, e-tax, e-customs, one-stop service, and the e-health system. Argentina has released two web-based e-procurement systems which are connected with each other, i.e., www.onc.mercon.gov.ar and www.cristal.gov.ar. However, during this research, these websites could not be accessed. The website www.afip.gov.ar was developed as an early e-tax and e-custom system in Argentina. Through that website, citizens have access to downloadable tax-related forms and can obtain some tax information. There is a login access page on that website for the citizen using a specific identity. ONTI has plans to put the government one-stop service on the government portal. IT is still an ongoing process. Therefore, there is no evidence to prove that the service is available. The e-health system is not mentioned on the Argentina’s e-government program flagships. E. E-Government Promotion The National Office for Information Technologies (ONTI) is the decision-making body in this area, and functions under the Sub secretariat of Public Management of the Chief of the Cabinet of Ministers. Specific projects include digital signature infrastructure, information security, and technological standards for public administration. ONTI has responsibility for not only the technical prerequisites of e-government but also the promotion of e-government. This promotion is addressed to both citizens and government agencies. F. E-Participation The national portal (http://www.argentina.gov.ar/) of Argentina is a one stop service site for citizens but Web 2.0 technology is not integrated and almost all information on the portal is static. There is information on the structure of government, online services and links to other government bodies. G. Open Government Data In December 2013, the Argentinian senate passed a law on public access to research funding. It is the first step of Argentina toward a freedom of information act which is still under discussion in parliament. Regardless the lack of legal framework on open government initiatives, the Argentinian government has built an open government data portal. The portal contains datasets for demographic and economic statistics. The public can download the data in non-proprietary formats such as Excel, csv, and pdf files. The portal is provided by the city of Buenos Aires. H. Cyber Security The Argentinean government established the National Office of Information Technology (ONTI) to assess and implement a system of modernization and efficiently use digital resources. The ONTI is currently working on the second draft of the National Cyber Security and Critical Infrastructure Protection Plan 2013–2015. This Plan is based on four pillars: awareness raising, securing digital assets, promoting

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judicial and academic understanding of information security and critical information infrastructure, and promoting lasting security partnerships between the government, businesses, and civil society organizations.

2. Trends Open government data and integrating government information systems are the current trends in Argentina. However, the leadership and commitment of all stakeholders is relatively low. The sustainability of some projects such as Cristal and e-procurement is critical.

Australia 1. E-Government Status by Indicators A. Management Optimization On May 31, 2011, the Australian Government released the National Digital Economy Strategy1 that sets out a mission to position Australia as a leading digital economy by 2020. Drawing upon this vision, a set of policies, strategies and guidelines published by Ministry of Finance and Deregulation and Australian Government Information Management Office (AGIMO) are seeking to make Australia government becoming an effective government, aiming to reduce costs, increase customer satisfaction and promote innovation. The Australian Public Service Information and Communications Technology Strategy 2012-2015 is considered a whole-of-government strategy on the use of Information and Communications Technology national wide. In terms of enhancing cross-agency collaboration, AGIMO has adapted the established and proven Federal Enterprise Architecture Framework (FEAF) 2 developed by the United States Government for developing Australian Government Architecture (AGA). The latest whole-of-government online collaborative tool – GovShare – was announced as an online repository containing reusable resources for the Australia Public Service (APS) agencies and their staffs. B. National Portal www.australia.gov.au is the national portal of Australia. It presents a wide range of information resources and online services from various government sources which can be accessed from a single point and e-services enabling citizens to engage with government. There are links to a public consultations section where citizens can send their comments and suggestions on draft regulations to the respective ministry, mainly by email. The government also provides the outcomes of previous consultations online. The portal also connects users to social media such as Facebook, Twitter, YouTube, Flicker and blogging sites, and users can receive update mail notifications. 1

http://www.finance.gov.au/blog/2011/05/31/australian-government-releases-national-d igital-economy-strategy/ 2 http://www.finance.gov.au/policy-guides-procurement/australian-government-architect ure-aga/

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C. CIO in Government After just 12 months heading up IT governance and whole-of-government IT policy for the federal government, Australian government Chief Information Officer Glenn Archer left his position at AGIMO.3 The replacement for CIO position has been remained unclear, but according to the Coalition Digital Economy Policy, AGIMO’s former role on IT decision making will be recommended to be transferred to another area of Department of Finance (IT News, 2014). This restructure effort is supposed to reduce the “duplication and unclear objectives for whole-of-government policies” which was said to be caused by the previous Government’s decision of separating CIO and CTO roles. Although Commonwealth Government opted not to replace the position of former CIO which means the government CIO role is no longer exist at Federal government level, the presences of IT champions are still found at other departments and State level governments. D. Online Services With the replacement of australia.gov.au accounts by MyGov, the Australian Government aims to link all government services to only one single username and password. By creating a MyGov account, customers are featured from various utilities like MyGov Inbox, MyGov Profile and a growing range of services including Medicare, Australia Taxation Office, Personal Controlled eHealth Record, Child Support, and so on. In Australia, the processing time for tax returns by electronic filing is 3 to 4 times faster than by paper form. This is the result of the provision of 2 free, convenient and secure tools for online tax lodging: myTax and e-Tax which are said to be able to process requests within 12 days4. Regarding to e-procurement, AusTender (www.tenders.gov.au) is a centralized place for publishing information on “Australian Government business opportunities, annual procurement plans, multi-use lists and contracts awarded”. There are number of procurement rules and policies enacted to guide and support bidders. E. E-Government Promotion The opportunities for greater engagement with citizens through e-Government channels will continue as the introduction of high speed broadband through the National Broadband Network (NBN)5 and the increased use of new communication technologies provide the Government with greater flexibility in delivering better services to people. The digital interactions between Australian government, citizens, businesses, employees and other governments improved from couple of years and this clearly appear from the efforts to develop and promote electronic Government services and processes by establishment of an Administrator Office of Electronic Government within the Office of Management and Budget.

3 4 5

http://www.finance.gov.au/agimo/ https://www.ato.gov.au/Calculators-and-tools/Progress-of-return/ http://www.communications.gov.au/broadband/national_broadband_network

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F. E-Participation With the establishment of various e-government channels, the rate of interacting with government has been increased with two-thirds of Australians using e-government services for their most recent contact (AGIMO, 2011).6 The Australian national portal offers a good platform to encourage citizens to take part in various activities and discussions with government. Consultation processes supported by a diversity of technologies allow people and communities to be actively involved in designing and developing policy and services. The APS ICT Strategy 2012-20157 proposed two strategic actions in order to create a truly open and interactive government G. Open Government / Data Data.gov.au provides an easy way to lookup, access and reuse public datasets from the Australian Government and state and territory governments. It was created following the Government’s Declaration of Open Government and response to the Government 2.0 Taskforce Report. By the end of 20148, total datasets available on data.gov.au reached 5.2k datasets and for all data portals across country was 9.7k. The data in different readable and consistent formats such as maps, calendars, charts, documents is categorized into 25 groups which enable exploring, downloading and reusing in public sector data applications. On May 2013, the Australian Government Attorney General and Special Minister of State, the Hon Mark Dreyfus QC, had announced that Australia was joining the Open Government Partnership 9. This historic announcement brought Australia into consortia of over 60 countries that are committed to: "more transparent, effective and accountable governments -- with institutions that empower citizens and are responsive to their aspirations" – OGP about Page. H. Cyber Security The Australia Prime Minister has indicated that cyber security is now one of Australia’s top tier national security priorities. Australian Government has issued the cyber security policy based on several principles: National leadership, shared responsibilities, partnerships, active international engagement, risk management and protecting Australian values. CERT Australia10 is the national computer emergency response team, working with major Australian businesses, providing cyber security advice and support to critical infrastructure and other systems of national interest. CERT Australia works closely with other Australian Government agencies and international CERTs, to provide Australian businesses with the best advice possible, as soon as possible.

2. Trends As indicated in the APS ICT Strategy, AGIMO has developed a Big Data Strategy which was endorsed by the Secretaries' ICT Governance Board, setting out the actions 6 7

http://www.finance.gov.au/publications/interacting-with-government-2011/

http://www.finance.gov.au/policy-guides-procurement/ict_strategy_2012_2015 8 http://www.finance.gov.au/blog/2015/01/08/datagovau-november-december-2014-report/ 9 http://www.finance.gov.au/blog/2013/05/22/australia-joins-open-government-partnership/ 10 https://www.cert.gov.au/

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that the Government is taking to harness the opportunities afforded by big data without compromising the privacy of individuals. The Department of Finance has released Resource Management Guide 406 Australian Government Cloud Computing Policy to support the implementation of the Australian Government Cloud Computing Policy. Those example actions demonstrate the trend of using latest ICT technologies in Australian whole-of-government to “to enhance services, deliver new services and provide better policy advice, while incorporating best practice privacy protections and leveraging existing ICT investments.”

Austria 1. E-Government Status by Indicators A. Management Optimization The Platform Digital Austria (PDÖ)11, as the coordination and strategy committee of the Federal Government for e-Government in Austria, has formulated the principles for a continued fruitful cooperation in the field of e-Government, which are included in the short document “e-Government Vision 2020”12. This document is not a binding strategy. Instead, it sets out the mission statement and the basic strategic principles to be followed in the years to come in relation to e-Government initiatives. The platform members formulated the concept for successful cooperation and Visions 2020. B. National Portal Originally founded in 2001, “portal.at”13 is Austria’s central platform for public administration and civil services such as: “help.gv.at”, “USP.gv.at”, “gesundheit.gv.at”. The portal provides 130,000 users with inter-organizational and web-based access to more than 400 public administration services and more than 40 intranet and internet portals. These services range from information on human resources management and allocation of the financial budget, to citizens cards and land registries. It reduces the operating costs of the Austrian administration and enables the maintenance of high safety standards. C. CIO in Government The Chief Information Officer (CIO) advises the Federal Government at the strategic and technical levels, supports the formulation of its e-Government policies, chairs the Platform “Digital Austria” and promotes Austrian e-Government solutions in the European and international arena. The CIO regularly reports to the competent State Secretary on ongoing activities. The task force “E-Austria”, made up of leading experts in Austria, recommended

11

https://joinup.ec.europa.eu/elibrary/factsheet/egovernment-austria-april-2014-v160 http://www.digitales.oesterreich.gv.at/site/6510/default.aspx 13 Digital Austria Portal, http://www.digitales.oesterreich.gv.at/DesktopDefault.aspx?alias=egov&init 12

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instituting an “ICT Board”14, which would be responsible for creating the legal and technical requirements as well as coordinating the planning and development of e-Government solutions between the Federal Government, the provinces, and local authorities. The members of the ICT Board were comprised of the CIOs of the provinces, who were nominated by their respective ministers. D. Online Services Austria is the first EU Member State to achieve 100% fully online availability, which means that for every service measured in this survey, each citizen or business has the possibility to access the service via a fully transactional electronic channel. E. E-Government Promotion The basic framework for e-Government is comprised of a relatively manageable set of laws. They are the e-Government Act15, General Administrative Procedures Act, Service of Official Documents Act and the Electronic Signature Act. These laws are further supplemented by other acts and regulations. In a Europe-wide comparison, Austria was one of the first Member States of the European Union to pass comprehensive legal regulations in the area of e-Government. F. E-Participation The technical basis for e-participation in Austria is well developed, yet accessibility of municipal web sites and the phrasing of information leaves space for improvement. E-participation in Austria is still in a nascent state and requires the convergence of technical, political, legal and socio-economic factors, which have not yet fully arrived at the municipal level. G. Open Government/data Austria has recently launched the Open Data portal “data.gv.at”, and in the autumn of 2012 the competition “apps4austria” 16 was launched to present prizes for the first time to web applications, mobile applications (apps), visualizations and concepts that develop open data records of public administration in a user-friendly manner. Following the recent developments on Open Government Data in Austria (several Meetups on the topic, the formation of an pressure group, raised interest from citizens, economy and politics) the Semantic Web Company (SWC) submitted a proposal to the technology agency of the City of Vienna (ZIT) to build and implement a bundle of measures for awareness-building activities in the field of Open Government Data in Austria. H. Cyber Security The Austria Cyber Security Strategy (ACSS)17 is a comprehensive and proactive concept for protecting cyber space and the people in virtual space while guaranteeing 14

Federal Platform Digital Austria , http://www.oesterreich.gv.at/site/6508/default.aspx 15 http://www.digitales.oesterreich.gv.at/DocView.axd?CobId=19380 16 Innovative Applications for Open Government Data, http://www.digitales.oesterreich.gv.at/site/7771/default.aspx 17 http://www.digitales.oesterreich.gv.at/site/6534/default.aspx

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human rights. It will enhance the security and resilience of Austrian infrastructure and services in cyber space. Most importantly, however, it will build awareness and confidence in Austrian society. Austria’s Cyber Space Security Strategy has been developed on the basis of the Security Strategy and is guided by the principles of the Austrian Programme for Critical Infrastructure Protection.

2. Trends The newest trends for e-Government in Austria following two main trends, the first trend focused on Social media, Smart phone and Applications open data. The second trends are cyber security, cloud computing, shared services and Green IT. Social media: According to mobilkom Austria, 59% of the Austrian population with Internet access is registered with and uses social networks on a regular basis. The use of social networks has grown by 12% in the last twelve months. They are mainly used for sending messages (91%) and uploading pictures for friends and families (74%). Compared to international figures, online dating is more important in Austria than other parts of the world (17% compared to 25% in Austria). Cyber Security: As Austria continues to develop into a digital society, it is vital to ensure compatibility with the fundamental values of an open society. A dynamic virtual space facilitates social prosperity and economic benefits in the framework of e-Government and e-commerce. Cloud Computing: Austria views cloud computing not as a mere trend, but as a consequence of the market’s technological development, their understanding thereof is less focused on IT but more on the requirements of businesses: the IT manager acts as a business enabler and partner in designing the direct added value for the company’s success.

Bahrain 1. E-Government Status by Indicators A. Management Optimization The latest e-government strategy of Bahrain (2012-2016) is aligned with the economic vision towards 2030 aiming to develop a sustainable development of the Kingdom. Each strategic objective in the strategy is broken down into a set of Key Performance Indicators (KPI) with a clear target and timeline for each. An implementation timeline roadmap was created, various beneficiary stakeholders and targets are identified together with corresponding government authority is appointed for each project. B. National Portal Bahrain’s national portal (www.bahrain.bh) was originally launched on 23 May 2007 and since then become the prime source for delivering e-government services for individuals, businesses, the government and visitors. Initially there were only 30 services provided on the portal and this number has reached over 200 services by the year 2010. Since its launch and up to 2010, the portal has received over 15 million requests, and over USD 11 million worth of transactions were made on the portal

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C. CIO in Government Mr. Al Qaed was appointed as the Chief Executive Officer (CEO) for the e-Government Authority by Royal decree No (78) in 2007. As mentioned in section A, the head of the Bahraini e-Government Authority (EGA) holds the title of CEO rather than CIO. However, the responsibilities are virtually indistinguishable. The CEO oversees all seven divisions of the EGA, with direct administration over two of them. The position is described as having responsibility for “promoting change management in public administration and providing one-stop-shop services to citizens, residents and businesses D. Online Services To date, the Kingdom of Bahrain has provided 280 online services, most of which are at interaction and transaction level and this number is still growing as the launching of new services. All these services are available on the national portal as well as the respective ministry websites. The online tendering system has been established at https://etendering.tenderboard.gov.bh/ which aims to provide a more transparent tendering process. The electronic customs services have been provided through OFOQ system which inherited TradeWorldManager Portal technology. E. Government Promotion Having the belief in an inclusive society, Bahrain’s E-Government Authority has conducted marketing and awareness strategy for promoting Bahraini e-government. The E-Government Authority conducted e-government promoting activities through various means of multimedia such as printing advertisement, mass media, banner exhibition, visual video or even direct communication. E-Newsletter is another tool conducted by the E-Government Authority to enhance the awareness of government employees about government activities. In addition, corporations with the private sector will be formed in order to deliver projects efficiently. Other commitments are proposed such as sustainable political support and government collaboration which are said to be helpful in obtaining expecting results. F. E-Participation Customer engagement and e-participation has long been considered as a constant focus in the Kingdom’s e-government strategy. The National Portal has the ability for live chats and blogs with the Deputy Prime Minister and other government officers. In 2013, the e-Government Authority appointed Ernst & Young to conduct the Customer Satisfaction Study for measuring public’s knowledge and satisfaction of e-government programs. Through the study, the authority will find evidences to adjust its administrative quality and standard in order to provide better services and to improve customer engagement. The Kingdom also commits to enhance user experience through providing best access channels to effectively improve customers’ service usage. G. Open Government/data The Bahraini government has launched a beta version of its Open Data Platform18. Thus far, the datasets available are quite sparse, but the government has expressed its commitment to making more data from a variety of different agencies publicly 18

http://www.data.gov.bh/

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available via the platform. The government describes three main benefits to its open data program: supporting research, supporting innovation and helping out new business. These are worthwhile goals, and the current beta version of the Bahraini Open Data platform is a promising step. H. Cyber Security Bahrain is currently in the process of drafting the national cybersecurity policy. Specific legislation on cybercrime and cybersecurity has been enacted by Bahrain government through Law No. 60 of 2014 concerning Information Technology Crimes, and Law No. 16 of 2014 concerning Protection of State Information and Documents. The General Directorate of Information Security from the Central Informatics Organization is the officially recognized agency responsible for implementing a national cybersecurity strategy, policy and roadmap 19 . Bahrain has an under-construction national CERT (CERT.bh) authorized by Bahrain’s the Supreme Council for Information and Communication Technology via Resolution No. 37-2/2013. Regarding to international cooperation on cybersecurity, Bahrain is a member of the ITU-IMPACT initiative and has access to relevant cybersecurity services. Bahrain is also is a member of the Gulf Cooperation Council CERT committee (GCC-CERT).

2. Trends For the past few years, the Kingdom of Bahrain has been working on a significant Enterprise Architecture project. This project will standardize the different ICT systems used by different government agencies and municipalities, in order to eliminate inefficiencies, duplication of work, and cross-agency confusion, and promote a cohesive government that can cooperate at all levels. The name of this initiative is the National Enterprise Architecture Framework (NEAF), and it has three main planks: Enterprise Architecture, Website Standards, and e-Services Standards. In each case, NEAF is focused on creating a more intuitive and user-friendly front-end for citizens and businesses, and a more standardized and universally compatible back-end to make future government initiatives and cross-agency communication more efficient. The success of this initiative, as well as the new cyber security initiative discussed above, would contribute to the Kingdom of Bahrain’s continued progress in digital government development.

19

ITU

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Belgium 1.

E-Government Status by Indicators

A. Management Optimization The newest e-Government in Belgium is e-Government Programme of the Belgium Social Sector (2009-2014). The Programme developed by the Crossroads Bank for Social Security (CBSS). The goals of this programme are: Grant efficient and effective services; improve and reorganize radically the service delivery processes; Promote information security and privacy protection by the actors and deliver integrated statistical information to the politicians and the researchers. B. National Portal The National portal (www.belgium.be) was originally launched in November 2002. It is both the institutional site of the Belgian federal government and an e-Government portal providing a single and multilingual entry point to information and services provided by the federal government to citizens, businesses and civil servants. The information, available in Dutch, English, French and German, is now displayed in a more user-friendly manner, according to the main life-events of both citizens and companies. A major section of the new portal links to all the available public services online. Users looking for a specific service can refine their search by theme, target group and/or level of Government involved. Several of these e-Services are secured and require authentication. C. CIOs in Government There is no specific law or mandate in Belgium creating the CIO position in the government. However, they have appointed the Minister for Enterprise and Administrative Reform to be responsible for the computerization of public services. The Minister holds the responsibility for overseeing both the work of the Agency for Administrative Simplification and that of the Federal Department for ICT (Fedict), which is tasked with defining a common e-Government strategy and ensuring the consistency and homogeneity of this policy. Moreover, some universities in Belgium are offering graduate programs in Computer Informatics and ICT Management courses. CIONET is a network of CIOs CTOs and IT managers with offices in many European countries including Belgium. Eventually, most members in the CIONET are private sector CIOs. Brussels was the “CIO City 2012” where Belgium hosted the conference titled “The International Conference for IT Leaders” organized by CIONET and INSEAD. D. Online Services The national portal http://www.belgium.be/en/ is the official portal and services website of the Belgian government providing one-stop (all-in-all) services including Life event, Health, Education, Economy, Environment, Work and many other online information and services at one place. They have a joint electronic public procurement portal (JEPP), an e-Tax systems and website where they can file Social Security benefits. The federal portal ‘Belgium.be’ provides general healthcare information online, as well as Internet links to websites of hospitals, some of which offer an online functionality for making appointments. To access any services with Belgian

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government, the portal provides eID (electronic ID) and a login to “My e-Gov profile” to identify citizens and ensures enhanced security of services.20 E. E-Government Promotion The Federal Department of ICT (Fedict) is in charge of a uniform and coherent implementation of the e-government strategy within the federal administration but there is currently no overall e-government legislation in Belgium. In addition to the Fedict, Crossroad Bank for Social Security (CBSS) supports the implementation of e-government services in the social sector, i.e. it supports the implementation of integrated services across all public institutions in dealing with social security aspects. F. E-Participation Concerning e-Information in Belgium, All Belgian citizens are entitled to an electronic identity card for adults and Kids-ID for children under the age of 12 with digital certificates that allows for electronic authentication and electronic signatures. As part of E-government 2.0 programme, the Federal Government of ICT set a strong focus and an increase of efforts on e-participation and e-Inclusion plans. Recently, the utilization of Social Networking Services (SNS) promoted the participation of citizens in providing feedbacks to the government and reception of government information easily though the Social Media such as Facebook and Twitter. ICT policy and e-Inclusion policy in Belgium is to a large extent demand- and sector-driven. This is partially explained by the institutional arrangements that govern the country. In social affairs, many institutional channels exist through which social organizations and pressure groups can express their concerns. At governmental level matters pertaining to e-Inclusion are dealt with by different ministries and administrations depending on their respective competencies. The federal structure of Belgium also allows for a regionally diversified approach. G. Open Government / Data In October 2011, the federal government departments and institutions made open data available on “Data.gov.be”, a portal enabling all government bodies to make available their data to citizens and businesses by using the information provided. The portal starts off with around 60 datasets, but is supposed to grow in the near future. Most of the data is available for free, but in some cases 'a reasonable charge' is made. Specifically, the site mostly contains links to data supplied by authorities, public bodies and organizations targeting developers and open data researchers. Each federal department or federal government institution itself determines the terms and conditions governing access to and use of the data. Developers are able to submit ideas through a form. H. Cyber Security The Federal Computer Crime Unit (FCCU) estimates the damages of cybercrime in Belgium for 2011 between 1 and 3 billion € (1% of GNP). 40% increase in cybercrime in 2012 compared to 2011 (Federal Judicial Police Crime Statistics). Bank fraud over the internet reached more than tenfold in Belgium in 2012 (Statistics Febelfin). August 2011, The Federal Public Service (FPS) Social Security, in collaboration 20

https://iamapps.belgium.be/sma/generalinfo?language=en

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with FPS Employment, Labor and Social Dialogue and the Information and Social Research Service, carry out tests on the effectiveness of a new tool for the detection of social security fraud. FPS Social Security ensures coordination of the Social Inspection Services Anti-fraud Organization, a data warehouse which contains extensive data on the targeted examination of employers, as well as information regarding social security tax data. (e-Government Factsheet – Belgium – ePractice.eu)

2.

Trends

In order to improve public services delivery for citizens and businesses, the Belgian government has adopted four main strategic streams for its e-Government program, as follows: 1) Re-engineering and integration of service delivery around user’s needs and life events. 2) Cooperation among all levels of government so as to provide integrated services across organizational boundaries and administrative layers. 3) Simplification of administrative procedures for citizens and businesses. This requires an increased exchange and sharing of data and information between government departments and agencies. 4) Back office integration and protection of personal data.

Brazil 1. E-Government Status by Indicators A. Management Optimization E-Government in Brazil was developed rapidly in the 1990s at three levels, federal, state and municipal government. The first e-government project in Brazil was e-Brazil Project, it launched at the 33rd National Seminar on Public Informatics. It seeks to promote what we call e-development, a broader vision than e-government, including the private sector, NGOs, and academia as well as governments 21. Brazil is now still struggling to improve the efficiency of the public policy and service for societies via e-Government, and tries to improve efficiency and transparency of the management process through giving opportunity for its citizens to access government information and to participate in some political administrative decisions.

B. National Portal There are three domains for national portal. The National portal www.brazil.gov.br is one-stop services for all citizens. It contains information about the citizens, business and Brazil introduction. The portal available in three languages Portugal, English and Spanish, some e-services such as passport and visa, e-tax are mentioned but only information not transactional or interactive. The www.governoeletronico.gov.br provides the information from the Government’s side and the www.e.gov.br contains the available services and information provided by the government on different areas, such as agriculture, citizenship, science and technology, trade, communications, postal services, defense, social affairs, human rights, economy and finance, education sports, but this portal is available only in Portuguese. 21

http://www.e-brasil.org.br/

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C. CIO in Government The Government Chief Information Officer (GCIO) position is not included in the official structure of the country. However, as a similar position with CIO, Ministry of Planning, Budget and Management perform the tasks of CIO in Brazil.22 The Ministry of Planning, Budget and Management mainly perform the following tasks; assistant of national strategic planning and management, evaluating federal government policies, elaborating government’s new economic plan, etc. The research activity of Ministry of Planning, Budget and Management is mainly practiced through Brazilian Institute of Geography and Statistics and Institute of Applied Economic Research.

D. Online Services One single page groups the electronic services provided by the Brazilian government, the e-services (http://www.governoeletronico.gov.br/) and information homepage (http://www.e.gov.br/). This page also provides useful links to other governmental sites. It has to be noted that this web page has kept its structure for the past several years. It might be desirable to change its appearance and interface.

E. E-Government Promotion The Ministry of Planning, Organization and Management [Ministério do Planejamento, Orçamento e Gestão] is in charge of the E-Government Department. This office issues e-government directives with a national (federal) scope. E-Government promotes the integrated information management system for the citizens’ usage of e-service. Moreover, it also integrates procedures and processes of e-service, which provides the users better and more complete service. 23

F. E-Participation Brazil spends much effort on expanding e-Participation services in order to provide better access and improved services to its citizens. As a specific improvement, Brazil government classified the layout of its national portal by more specific themes, such as invest, press& news, study, visit& live, and work, which target the student, worker and business man.24 Brazil is integrating web 2.0 technologies to its governmental web sites in an attempt to keep citizens informed on government activities. For instance, Portal Brazil (http://www.brazil.gov.br/) gives citizens the option to subscribe to its contents via Tweeter or Facebook. The national portal can be browsed by more than three different browsers, Google Chrome, Mozilla Firefox, and Internet Explorer. The page also has an option to report errors or sending a message to the federal government. On the other hand, the E-government department carries out public consultations on a regular basis. Currently, there are fourteen governmental projects of digital inclusion (http://www.governoeletronico.gov.br/acoes-e-projetos/inclusao-digital). The most notable are the broadband connection in the schools, digital inclusion workshop, and “a computer per student”. Mostly, the projects are aimed at lower class students and its community, because of the lack of infrastructure in certain areas and promote the usage 22

Ministry of Planning, Budget and Management, www.planejamento.gov.br E-Brisil, “the e-Brasil program,” www.e-brasil.org.br (accessed by 11 Nov. 2012) 24 Ministry of Public Administration and Security, “e-Government for Participation & Inclusion in Korea,” www.mopas.go.kr (accessed by 19 Nov. 2012 ) 23

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of ICT in education.

G. Open Government/data In 2004, the Brazilian Federal Government Transparency portal was inaugurated by the Office of the Comptroller General (CGU). The portal opens the government’s use of state financial resources to public scrutiny, allowing every citizen to verify how and where the government is using taxpayer money. Brazil’s Open Data portal is an integral part of the Open Data National Infrastructure aiming to provide one stop government data provider, to improve transparency, and to contribute towards a better policy making. It has 78 datasets and 849 resources available for reuse. The open data platform is based on Open Knowledge Foundation’s open-source data portal software.

H. Cyber Security Brazil has not implemented any legislation addressing cybercrime. Any cyber laws that Brazil has either outdated or in conflict with international standards. In Brazil, there is a serious lack of privacy protection for any data being sent over the nation’s networks due to the lack of privacy legislation in place.

2. Trends Brazil is one of the biggest population and area, therefore to provide the e-services to all citizens are require to setup a good infrastructure, now the situation is low awareness of e-government services is a barrier preventing its effective use, therefore it can be established that this is also an obstacle to the assessment of citizen demand. One of the challenges is the citizens with higher levels of education get more easily acquainted with the new ICT tools and access the e-Government services. Besides, education consists a fundamental requirement to enable citizenship and as a consequence for the advancement of e-government.

Brunei Darussalam 1.

E-Government Status by Indicators

A. Management Optimization In 2009, the Brunei government issued the new e-Government Strategic Plan for 2009-2014. The Vision and Mission of this plan is to enhance the relationship among government, citizens, and industry (Mus, 2014). The strategic plan is aligned with the national vision of Wawasan 2035. Through Wawasan 2035, Brunei will become the top 10 nation in the world ranking (Brunei Economic Development Board, 2014). E-Government Strategic Plan has defined the timeline for all related projects. Involvement of ministries is stated clearly on the strategic plan. The strategic priorities and their objective are as follow: - Developing capabilities and capacity - Enhancing Governance - Strengthening Security and Trust - Integrating the Government

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- Delivering Integrated, Accessible and Convenient e-Services. For implementing the national e-government project, Brunei has established e-Government National Centre (EGNC). EGNC provide both government institutions and government officers with various services. EGNC offers One Government Network and One Government Cloud to government institutions for reduce their capital expenditure on ICT infrastructure. For government officers, EGNC provide ONEPASS, a secure Digital Identity, for gaining the benefit of online collaboration among government officers. B. Portal There are several official portals within the Brunei Government that provides the citizens with useful information and services. In 2010, the main government portal was redirected to the Prime Minister’s Office (PMO) portal www.jpm.gov.bn. Therefore, that portal is considered as the National Portal of Brunei Darussalam. The portal is bi-lingual, using both English and Malay language. Most of government portals in Brunei are bi-lingual, using both English and the Malay language. C. CIO in government Government CIO is distinguished as the key factor of leadership in e-government development. Brunei has acknowledged the GCIO by forming the e-Government Leadership Forum (EGLF) to empower the leadership in the area of e-government development. The forum is chaired by the Deputy Minister at the Prime Minister’s Office. This is the highest body for approving and monitoring the progress of e-government development. All CIO in government institutions are involved in the forum. The Co-Deputy Chairman from the Prime Minister’s Office is appointed as the Overall e-Government Chief Information Officer (Government CIO). In order to share the members’ experience during the e-Government Program/Projects, there is the CIO Dialog which is held quarterly. The output of the dialog is some highlight and significant issues that would be discussed in the EGLF. The dialog is usually chaired by the Permanent Secretary from the Prime Minister’s Office and attended by CIO from Ministries. D. Online Services Procurement in Brunei is decentralized to all ministries and local government offices. However, the process involved the State Tender Board for announcing and preceding the candidates to the Ministry of Finance. There is no sufficient information about the implementation of e-procurement or the availability of e-procurement portal in Brunei. In case of e-payment, there has been some improvement in which some services allow citizens to pay for their electricity bills online or request for electricity meter readings. The process requires the registration through www.gov.bn. The portal is considered as a one-stop services portal as it provide the citizens, who are already registered, with various facilities regarding their utility payment. The Revenue department of the Ministry of Finance also initiated the System for Tax Administration and Revenue Services (STARS); www.stars.gov.bn. STARS provides tax payers with services such as filling tax returns online, make payments for tax liabilities and view their statement of accounts. It requires registration using Bruneian ID; ID Card Number or Passport. Integrated checking with the ID Issuer is conducted through the system seamless, online, and instant.

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Bruneian e-Customs offers the facilities for the trader to monitor the process of trading from checking the document to releasing the goods. The system integrates all trade documents that may involve many ministries and other government agencies. This enables the Royal Customs and Excise Department to conduct product eligibility, duties, and screening in a seamless way with other related parties. The registration process still requires the importer or exporter to physically visit the customs office at initial registration. The further process and communication are delivered by email. Unless all registration requirements are fulfilled, the trader should visit the office again. The e-Health project in Brunei is being positively received by the public with research findings claiming that more services are being expected by the public on top of just providing electronic record (EHR) to the citizens. Brunei government released the Bru-HIMS, a mobile application for register an appointment prior to visiting the hospital. The information about the application can be found on www.moh.gov.bn/bruhims. Resident can register for the first time to use Bru-HIMS at the hospital by showing the ID card. The ID for Bru-HIMS then linked together to the ID that is used at www.gov.bn. As a result, the resident can enjoy all the services via the www.gov.bn. E. E-Government Promotion Both Brunei e-Government Strategic Plan 2009-2014 and e-Government National Centre (EGNC) are the engine of e-government development in Brunei. The strategic plan is considered as a legal mechanism for developing e-government. EGNC, on the other hand, is the Project Manager of all e-government in all government institutions in Brunei. EGNC is supported by e-Government Leadership Forum for increasing and improving the awareness of Bruneians on e-government. Training on e-government for senior officers is one of the initiatives related to the e-government promotion. In additions, there is a quarterly CIO Dialog as a tool for a problem solving mechanism in e-government development. F. E-Participation E-Participation in Brunei is relatively low, compared to other indicators. It is susceptible to the absolute power of Sultanate. Most of government portal use twitter and Facebook as the only channel for citizens to give some idea or comment. There is no evidence about how the government proceeds the citizens’ comment. G. Cyber Security The Electronic Transaction Act is aimed to regulate the electronic contracts, liability of network service providers, retention of electronic record, electronic signatures, duties of certification authorities and subscribers, and government use of electronic records. Brunei also has Brunei Computer Emergency Respond Team (Bru-CERT) which is affiliated to AP-CERT in Asia-Pacific Region. H. Open Data Open Data initiatives were not found during the research.

2.

Trend

Bruneian government are focusing on improving the provision to strengthen the ICT facilities and encourage the Government agencies to work together to support and

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speed up the delivery of integrated, easily accessible and efficient Government e-Services. The concept of centralization is adopted as the model for Bruneian e-government. Centralized Government Network and Government Cloud Computing are the example of centralization of ICT provided by a designated institution; e-Government National Centre.

Canada 1. E-Government by Indicators A. Management Optimization In 2014, Canadian government has launched Digital Canada 150. The Digital Canada 150 is aimed to take the full benefit of digital opportunity for Canadian. It is expected that in 2017, in a 150th anniversary of Canada, Canada will thrive the digital Canada which accentuates five pillars; connecting Canadians, protecting Canadians, economic opportunities, digital government, and Canadian content. (Industry Canada, 2014). Canada has created Shared Service Canada for consolidating government back office system to save money, streamline process, and deliver better services. The initiatives are still continuing to support and stimulate the app economy by creating an open data ecosystem in Canada (Government of Canada, 2014). By releasing the Digital Canada 150, Canadian government endeavors a new challenge for connecting the Canadian. The country will provide the Canadian with the digitally government services. In other words, the Canadian government will shift from e-government to digital government where the government service is digital by default. B. Online Services Among five investigated online services, e-procurement (https://buyandsell.gc.ca/), e-tax (http://www.cra-arc.gc.ca/), one-stop-service, and e-customs (http://www.cbsa.gc.ca) are the better than the rest online service. These four online services provided the citizen the two way interaction with government, including e-payment, security, and automation. E-Health, as another online service, does not provide two-way interaction. Instead, the system only provides the citizens with various health information and services. Downloadable forms are available on the the e-health system. E-procurement portal of Canada is managed by Public Works and Government Services Canada (Public Works and Government Services Canada, 2014). E-tax system offers various services related to taxation for the citizens including business enterprises. It is managed by Canada Revenue Agency (Canada Revenue Agency, 2014). The system is supported by NETFILE as an electronic tax-filing system (Canada Revenue Agency, 2014). E-Customs Canada offers the facilities to monitor the process of trading from checking the document to releasing the goods. It is equipped with Customs Automated Data Exchange (CADEX) (Canada Border Service Agency, 2014). C. National Portal The national portal of Canada (www.Canada.gc.ca) is a gateway to improve the

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communication experience between the government and the public. The national portal of Canada has the basic interface for stakeholders to contact government electronically. Moreover, it provides information that helps the public to better understand government structure. The well-organized portal serves as a platform that assists the public to find desired information. To improve users’ browsing experience, the portal also allows users to create government accounts that allow each individual user to customize the portal as they desire. The website contains accessibility features statement and allows configuration of the visual presentation by using a client-side Cascading Style Sheet (CSS) file. The portal is available in official languages – English and French. National Portal of Canada have been using Web 2.0 technology and combining SNS features as well as being user-friendly and the portal have easy-to-use electronic services and services for finding information. Portal can also access via mobile phone also. D. CIO in Government The CIO of the government of Canada is responsible for establishing strategies, directions and policy for the Government in the areas of Information Technology, Information Management, Security, Privacy and Access to Information. This role involves working collaboratively and often-in partnership with all Federal Government Departments & Agencies, industry, other Canadian jurisdictions as well as on the international front. Currently, there is no official legal enactment of establishing CIO position in Canadian government. At national level, Corinne Charette was appointed to the position of Chief Information Officer of the Government of Canada, effective May 4, 2009 (Treasury Board of Canada, 2014). She is the head of the Chief Information Officer Branch. At ministry level, all ministries have their own CIOs, and CIO offices. In a Canadian federal agency, the CIO is ranked third, under the Minister, Deputy Minister. CIO related organization in Canada such as CIO Association of Canada, CIO Canada, The CIO summit, CIO Network, Leaders Beyond, Canadian Cloud council, IT World Canada, ICTC, CanWiT and the i-Canada Alliance. In developing aspect of CIO programs, the role of the CIO is among the most dynamic in the enterprise, and you have decided to make it the challenge. To get there, we will need experience, contacts, and a broad technological and strategic perspective, so programs such as CIOCAN Leadership development program, IT Executive Leader Program, Emerging IT Leader Program, e-Mentorship Program for Women in Management Track IT, Calgary IT leadership program and Advanced IT Executive Effectiveness Program. The reasons of these programs is IT education leaders to grow the next generation of IT and to get the combination of business and IT management skills and knowledge necessary to progress in their careers and add value to their organizations. E. E-Government Promotion As we know that Canadian government has been a pioneer in providing access to electronic information, political agendas and cultural/linguistic sensitivities have greatly hindered the implementation of bias-free policies for the dissemination of information and promotion of e-government, so the implementation of e-Government in Canada is an effort of both public and private entities. For example, the Digital Economy in Canada consists of members from the government and private companies. The main driver of the e-Government promotion is the Government Online (GOL)

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entity, which is also the supervisor of the IM/IT plans. The responsibility for coordinating the implementation of GOL lies on the Information Technology Services Branch at Public Works and Government Services Canada (PWGSC). The Government of Canada tried to promote Legal Mechanism Enabling Mechanism Support Mechanism, Assessment Mechanism through providing up to date Government announcements, news, contact, services, and daily life information, So Canada is one of best places to live in the World and it has tremendous natural, economic and human resources. The Canadian Government controls the propagation of intellectual, informative wealth on its sites, with which are the responsibility of ensuring that access and opportunity be provided to Canadians of all walks of life. Social, linguistic, cultural, educational and geographical differences must not hinder the ability of citizens to take advantage of what the Government has to offer. F. E-Participation In Canada, e-services online services, online information and online citizen engagement are organized by category and not on a department-by department basis, which makes it user-friendly and responsive to citizen demands. In order to gauge the efficacy of their services, the government uses a unique Canadian outcomes analysis approach called 'Citizens First' in the case of individuals and families, and 'Taking Care of Business' in the case of companies, So it enable everyone to use electronic form of services very easily. The Government of Canada offers a variety of applications, accounts, tools and services to allow citizens to complete tasks online. G. Open Government/data Canada's commitment to open government is part of the federal government's efforts to foster greater openness and accountability, to provide Canadians with more opportunities to learn about and participate in government, to drive innovation and economic opportunities for all Canadians and, at the same time, create a more cost effective, efficient and responsive government. The Government of Canada first launched its Open Government strategy in March 2011, and then further enhanced its commitment by announcing its intention to join the Open Government Partnership in September 2011. Over the past two years, Canada has consulted Canadians on both the development of a Digital Economy Strategy and on Open Government. Our Digital Economy consultation sought feedback from all Canadians on how to improve innovation and creativity, and achieve the shared goal of making Canada a global leader in the digital economy. More recently, in the fall of 2011, we launched a consultation to explore Canadians' perspectives on Open Government in order to inform the development of Canada's Action Plan on Open Government. The results of these consultations stressed the importance of providing open access to public sector information and data and, in particular, the need to improve the availability of data to researchers and the private sector with fewer restrictions on reuse of these information assets. Canadians also want the opportunity to engage in an on-going dialogue with government on policies and priorities. Cumulatively, the valuable information and insight received from Canadians have helped Canada shape the direction for open government in Canada. As we move forward, we will continue to consult with Canadians and Canada's active open government community on how best to implement this plan. Canada`s Action Plan on Open Government sets out Canada commitments to

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Canadians and for the Open Government Partnership, which Canada will achieve over a three-year period through the effective and prudent use of resources. It is structured along the three streams of our Open Government Strategy: Open Information, Open Data, and Open Dialogue. H. Cyber Security Canadian researchers have been at the forefront of making cyberspace a reality. This same ingenuity must continue to be applied to predicting, detecting and defeating the cyber threats of tomorrow, and exploiting cyberspace to further Canada's national interests. The cyber security strategy will be implemented by the departments and agencies most directly responsible for securing the Government's cyber systems. Canada will work with our provincial and territorial partners, as they are jointly responsible for protecting much of the critical infrastructure in Canada. Canada's academic community, non-governmental organizations and private sector must join the Government in securing Canada's cyber systems. Each of these communities has unique technological and analytical capabilities to offer, and a strong incentive to secure their own systems. Their collaboration is essential to our shared success to secure Canada and increase our productivity and prosperity.

2. Trends E-Government implementation is rather sufficient in Canada with most of its services being not just informational but also transactional. With the continuation of support from the government, Canada is likely that it will continue to be one of the top leaders of e-Government in the world. By introducing the Digital Canada 150, Canada has shifted its e-government to the digital government. This movement is similar to other countries which has reached the mature e-government. Using the different metaphor, the substance of such wave is to achieve a condition of “the government service is digital by default”.

Chile 1. E-Government Status by Indicators A. Network Preparedness According to the ITU, Chile had 58.9 internet users per 100 inhabitants and 25% of mobile-broadband penetration with cutting the price of an entry- level broadband service. The broadband subscribers per 100 inhabitants was 10.45 as of 2014, Chile’s broadband market is one of the most developed in Latin America. B. Management Optimization Through 2004-2006, the action plan concentrated on promoting the generalization of the access and the sophistication of IT usage through using internet by citizens and societies in major six areas (massive access, education/training, e-government, national industry, IT, and legal infrastructure). 25 In November 2010, Chile's government 25

Claudio Gutierrez, “E-government in Chile and the Adoption of XML as Standard,”

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unveiled a new digital action plan for public sector IT development for 2010-2014. The plan is intended to drive state modernization and wider utilization of ICT nationwide. Among specific targets is a plan to expand the number of government agencies that offer e-government services by around 20 during each year of the plan. C. National Portal The national portal http://www.gob.cl/ is main portal; it provides the Government information and President’s activities but not e-services integrated into national portal. The portal which offers information and procedures in a Government services have address www.Chileclic.cl. In order to increase the citizen participation indexes, the Chilean government has created not only the website www.modernizacion.cl, but also SNS features such as Facebook, Twitter and Flickr D. CIO in Government There was not information about the CIO found in Chile in term of CIO positions as well as CIO organizations. There is not existence of law to create or mandate the position of CIO in Government at national level and sub-national level. We also did not find any information about the CIO training in Chile. E. Online Services Chile has a law on e-Commerce. Regarding the e-Services, Chile has a good infrastructure for e-tender systems, e-tax systems and e-payment systems. For the e-health system, there was information only at a static webpage. F. E-Government Promotion The e-Government strategy and master plan were found at national level, not at the sub-national level. They also had a policy for development e-Government in national level, there is not e-Government fund in Chile but they have a fund for developing national ICT. No activities from the Government to improve e-Government in Chile, such as: e-Government conference or training course to the citizens. G. E-Participation Social networking services are now used as a means to help the communication between the government and citizens. In order to promote people’s participation, Chile’s national portal provides social networking services, such as Facebook (www.facebook.com/gobiernodechile), Twitter (mobile.twitter.com/gobiernodechile), and Flickr (http://www.flickr.com/photos/gobiernodechile). 26 The effort made by the Chilean government to increase citizen participation helped Chile rank 3 rd in e-Government development index in the Latin America There is no evidence to show that the government takes the opinions of citizens in decision making processes and no information on what decisions it has arrived on based on consultations. H. Open Government/data Chile’s transparency law has noticeably pushed transparency forward, in central, http://users.dcc.uchile.cl/~prossel/descarga/articulos/e-gov.pdf 26 “Near government,” http://www.gobiernodechile.cl/

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regional, and communal governments. During the last two years, Chilean government, through the Commission for Probity and Transparency has pushed towards the release of public data. The implementation and development of Open Government Data policies in Chile is already happening, the current state is nothing but a small collection of already-available links to data sources in heterogeneous formats, and with absolutely no semantic coherence. The transparency law already paved the way in regulation terms. I. Cyber Security In 2012, the number of cyber incidents that led to investigation and response in Chile decreased by 33%, as reported by the cybercrime unit of the Federal Police Department. The number of Internet-based wire fraud incidents, which often consisted of phishing and pharming attacks, decreased by 122% overall. Authorities attributed the decrease in this type of incident, which made up a large portion the country’s criminal web traffic, to the dismantling of a notorious syndicate responsible for large-scale malware distribution often used in defrauding banks and individuals. Chile noted that many crimes now involve elements of Internet exploitation, as drug dealers and other criminals use the web to facilitate their activities. The prevalence of Internet-based crime there highlighted difficulties in international cooperation, which was cited in Chile as the biggest hindrance to cyber incident response, investigation, and deterrence.

2. Trends In Chile, e-government is in full swing and one of the top countries in Latin America in term of Internet access, but Chile will be faced with many challenges such as: how to reduce the digital divide and lack of technical infrastructure as well as implementation policies on e-Government. Chile government aims to provide what the citizen needs and better services as a main goal of the e-Government. Now, Chile provides 130 services through 13 public institutions, the Social Security Institution, the Citizens Defense, etc.27 The national portal establishes the open place for the citizens to express their thoughts and views, and the national website, gobiernoabierto.cl/, is a good example of encouraging citizen’s participation though e-Government in Chile. Currently, an interoperability platform service oriented organizes approximately 40 public institutions with over 109 formalities which improve the transaction more than 2 million in a month.

27

“Modernization and E-government in Chile,” www.modernizacion.gob.cl/

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China 1. E-Government Status by Indicators A. Management Optimization In China, several plans for the Information and Communication Technology (ICT) development had been proposed and some have been implemented already to improve service delivery through utilization of e-government. For this, China has been making efforts to improve the level of its Government portal by providing comprehensive information, integrating services of different sectors and focusing on interactions between governmental officials and citizens.28 According to the Ministry of Industry and Information Technology of People’s Republic of China (MIIT), the 12th Five-year plan is focusing on development of e-government network, increasing financial investment in e-government construction, and enacting laws for e-government. And the goal of this plan is aimed at perfecting and to strengthening e-government, which can support government departments to perform their functions and duties, in order to satisfy the public on public service delivery, social management, market supervision, and promoting the administrative restructuration and service based government buildings. According to the Information Development Plan from the Ministry of Industry and Technology of People’s Republic of China (MIIT) which published in September 2013, until 2015, the key works of Chinese E-Government is to perfect unified national e-government network, to promote the information resource sharing and operational cooperation. B. National Portal The Chinese national portal www.Gov.cn provides a general gateway for users to access and search information published by the government. The national portal allows users to link to the portals of local governments, departments and agencies and also provide popular E-services The national portal includes information from government documents to government structures. Moreover, the portal is provided in multiple languages (simplified Chinese, traditional Chinese, and English). The portal contains pages that allow users to download application forms, search for information, and provides a platform for administrative departments to exchange information with each other. There are also video feeds and other multimedia contents in the portal. The national portal includes 8 topics which are government structures, news, special topics, policies, services, seeking advice for administration, data and national conditions. Through the topic of seeking advice for administration, users can up load their opinions, advice and comments. There are also a sub-topic named I have a word to the premier in which people can express their viewpoint directly to the Premier. Furthermore, the national portal also provides online social media platform such as Microblog and Wechat where citizens can share their opinions and inquiries while the government responding them effectively (Microbog and Wechat are two of the most popular social media in China). (The Microbog and Wechat account of government are mainly posting and publishing the government’s policies and news, not for sharing and responding). However, in the English version of the web page, there are not as many contents as the Chinese version, 28

United Nations E-Government Survey 2012

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which cause the foreigners cannot find as much information as Chinese citizens. Even though, China is accused of applying strict Internet use but compared with some countries foreigners can search for most information and services in several languages. C. CIO in Government Unlike the United States, Chinese government has no CIO. But there is the Leading Group of State Informatization, which is led by Chinese Premier Li Keqiang. And an institution called the Ministry of Industry and Information Technology of People’s Republic of China (MIIT), which is responsible for development of e-government. There is also a committee named Advisory Committee for State Information in charge for making recommendations to the Leading Group of State Information. On Feb 27, 2014, China established another leading group which named The Central Leading Group on the Cyber Security and Information, which is led by Chinese president Xi Jinping. Local governments also have industry and information technology department and Leading Group of Informatization. However, CIOs in China are not given enough authorities and the responsibilities are still unclear. There is no further plan for CIO development until now. Require Interface The Chinese government has taken measures to provide users with a safe Internet environment. In due diligence, the Ministry of Information Industry has put up strategies as far as prevention of fraud and other “unhealthy” activities is concerned on the Internet by requiring all Chinese-run website to register. The Chinese government has also taken measure to filter out websites concerning “inappropriate” contents. But there is no e-commerce law so far. D. Required Interface According to 12th Five-year plan of China’s E-government, Chinese government would pay more and more attention on promoting the ability of E-government service, increase types of online services, optimize the process, and improve the coverage of online service guide, form download, online consulting, online application, the result feedback and so on. E. E-Government Promotion Although, Chinese e-government nowadays is still at starting stage, China’s e-government development index (05359) and world e-government development ranking 70 covering over 1,341 million people among countries with largest population, followed by India based on the 2014 UN e-government rankings. Chinese government has implemented a series policy to promote E-government. Such as “2006-2020 National Informatization Developmental strategy, 12th Five-year plan of national E-government, Informatization Development Plan of MIIT” F. E-Participation Despite several developments in China e-participation is still lacking as a platform bringing the Chinese citizens on board as main stakeholders in promotion of ICT. Even through the government provides blogs or any other means of interaction, there is still a long way to go for Chinese e-government to develop its E-participation for online users to fully have decision make stake at national level.

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G. Open Government/data The Regulations of the People’s Republic of China on Open Government Information (OGI Regulations) published on April 24, 2007 and effective one year later on May 1, 2008, mark a turning point away from the deeply ingrained culture of government secrecy toward making Chinese government operations and information more transparent. But these Regulations do not have quite the status of a law promulgated by the National People’s congress. H. Cyber Security China does not have a monolithic, coordinated policy approach to cyber security. Although political power is centralized in the Chinese Communist Party, Chinese governance is fragmented regionally and functionally. China’s civilian national cyber-security strategy, initially classified but later promulgated more widely, is known as “Document 27: Opinions for Strengthening Information Security Assurance Work.” It enshrines a principle of “active defense” and sets policy foundations for critical infrastructure protection, cryptography, dynamic monitoring, indigenous innovation, talent development, leadership, and funding.

2. Trends Global economy is currently suffering from financial crisis. There is a limited impact on China compared to other countries. Due to the big population and great regional differences in this developing country, the lack of information technology and education system is still the main factor that restricts the development of e-government. However, it is obvious that China has been devoting so much to improve e-government services. Despite of the enactment of the 12th Five-year plan of e-government, further measures are expected to improve cyber security and CIO participation system. In Jun 2013, a new circular has been jointly released by a number of Chinese governmental departments presenting 14 measures that are hoped to promote the development of its burgeoning e-commerce industry. Although, ICT in China has become a strategic industry in promoting structural readjustment as a result of tremendous developments at a faster pace, but the need to bridge the gap, which exists between the government and citizens, would be a new trend for future improvement of e-government in China.

Colombia 1. E-Government Status by Indicators A. Management Optimization In December 2013, the President of Colombia set forth its e-government management strategy in Resolution 2482, which emphasized the goals of a more efficient and transparent government.29 Colombia’s online government strategy is developed and implemented by the Ministry of Information Technology and

29

http://wsp.presidencia.gov.co/Normativa/Decretos/2012/Documents/DICIEMBRE/03 /DECRETO%202482%20DEL%2003%20DE%20DICIEMBRE%20DE%202012.pdf

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Communication (MinTIC).30 MinTIC has enunciated four main goals to achieve its online government vision: Facilitate efficiency and collaboration within and between state 1. “F agencies, as well as society as a whole. 2. To help increase transparency in public administration, with greater visibility of public affairs and facilitating citizen knowledge of state management. 3. Promote citizen participation using electronic media, building trust in government and enabling new channels to the collective construction of public policies, solving everyday problems, decision-making and social control. 4. Strengthening the conditions for increasing competitiveness and improving the quality of life, from the provision of services to meet the needs of citizens and businesses.”31 B. National Portal Colombia’s national portal is located at https://www.gobiernoenlinea.gov.co, and is called Gobierno en Linea (Online Government). It is offered in Spanish with a built-in translation widget powered by Google. Its main page provides news and information about Colombia, and there are also links to services for citizens, businesses, public employees, and youths. The site has links to Colombia’s social media channels, including Facebook, Twitter, YouTube, and Blogspot.32 C. CIO in Government The closest equivalent to a CIO position in Colombia is the Director of Online Government for MinTIC. This position is currently held by Francy Johanna Pimiento Quintero.33 As head of the Directorate for Online Government, she has responsibility for all of its five different divisions as the organization uses a hub-and-spoke management model.34 D. Online Services From the national portal, citizens can easily access the online services page, which offers e-services in nine categories: driver’s license, single tax record, passport, certificates, identity card, other taxation, visa, SISBEN (social benefits program), and civil registration.35 Each of these categories offers a number of different options depending on the user’s needs. However, many of them provide only a description of the procedure, rather than offering the entire procedure electronically. 36

30

http://programa.gobiernoenlinea.gov.co/que-es.shtml http://programa.gobiernoenlinea.gov.co/que-es.shtml 32 https://www.gobiernoenlinea.gov.co 33 http://programa.gobiernoenlinea.gov.co/equipo-trabajo.shtml 34 http://programa.gobiernoenlinea.gov.co/organigrama.shtml 35 https://www.gobiernoenlinea.gov.co/web/guest/tramites-mas-buscados 36 https://www.gobiernoenlinea.gov.co/web/guest/home/-/government-services/T5448/m aximized 31

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E. E-Government Promotion Through MinTIC, the Colombian government is consistently working to promote the use and development of e-government. Their stated strategy is to identify how to create increased value for the government itself, businesses, and citizens through the use of e-government.37 To this end, Decree 19 was enacted in 2012 to eliminate paperwork for internal government uses. 38 This led many ministries and agencies to find ways to digitize these services, leading to more efficient governance, and better customer service for businesses and citizens. F. E-Participation Colombia consistently ranks very high on the United Nations’ E-Participation Index. It has been ranked 11th in the world since 2012, which is nearly identical to its 12th place rankings in 2004 and 2005. 39 Colombia’s web portal and most of its government websites actively encourage citizen participation by soliciting feedback, posting links to social media, and hosting regular online live-chats.40 The government also offers a site called Crystal Urn (http://www.urnadecristal.gov.co/) which posts information material about the major issues of the week and offers ideas for how to participate. The government answers questions and proposals from citizens, and provides brief online audio and video broadcasts. 41 G. Open Government/data The government offers an open data portal located at www.davos.gov.co. The portal is currently in the beta stage, but will be improved “according to user demand and supply of public resources.”42 Currently there are about 1,000 datasets available via the portal, and they are searchable by category or organization. The datasets are viewable online, or downloadable in Excel or text format. 43 H. Cyber Security In March 2014, Colombia’s Ministry of Information Technology and Communications (MinTIC) released its Agenda for Strategic Innovation: Cybersecurity.44 This document outlined its approach toward warding off the growing number of cyber-attacks, and forming a sound cyber-defense infrastructure.

2. Trends Colombia is making great strides in some areas, but the overall trend has not been positive in recent years. In the United Nations’ E-Government Development Index, Colombia slipped from 31st to 50th place from 2010 to 2014.45 Much of this change 37

http://programa.gobiernoenlinea.gov.co/como-avanzar.shtml http://www.alcaldiabogota.gov.co/sisjur/normas/Norma1.jsp?i=45322 39 http://unpan3.un.org/egovkb/en-us/Data/Country-Information/id/37-Colombia 40 http://programa.gobiernoenlinea.gov.co/chat.shtml 41 http://www.urnadecristal.gov.co/videos 42 http://datosabiertoscolombia.cloudapp.net/frm/Acerca/frmAcercaDe.aspx 43 http://datosabiertoscolombia.cloudapp.net/frm/buscador/frmBusquedaAvanzada.aspx 44 http://www.mintic.gov.co/portal/604/articles-6120_recurso_2.pdf 45 http://unpan3.un.org/egovkb/en-us/Data/Country-Information/id/37-Colombia 38

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can be accounted for by a much more competitive and crowded e-government environment as more countries develop their ICT infrastructure. Also, it should be noted that Colombia continues to be a top-twenty country in the area of e-participation.46

Costa Rica 1. E-Government Status by Indicators A. Management Optimization The Costa Rican government is just finishing its Digital Government Master Plan 2011-2014. This plan was put into place after the previous Digital Government Action Plan 2008-2010.47 The country’s digital government planning began in earnest with Executive Decree No. 33147-MP, issued in May 2006. This proposed that a plan to digitize the Costa Rican government be drafted and implemented.48 The responsibility for digital government is placed with the Costa Rican Institute of Electricity (ICE), a government-run telecommunications and electricity service provider. The Director of Digital Government works underneath the President of ICE, and has oversight of three divisions: Projects, ICT Platforms & Innovation, and Digital Inclusion. 49 B. National Portal The Costa Rican government’s main portal site, Gobierno Facil (www.gobiernofacil.go.cr), is only available in Spanish and is not compatible with most major translation services. It offers a great deal of links to information, services, and data, but many of the options take the form of long lists of links, rather than intuitive menus.50 The right sidebar provides links to some of the interactive e-services operated by the government. The left sidebar provides various links to information about the government itself, and about municipal governments. C. CIO in Government Alicia Avendaño Rivera has served as the Director of Digital Government since 2009, and this is the closest analogue to a CIO position in Costa Rica. The Director has administration over the three Digital Government divisions, Projects, Technology, and Digital Inclusion. D. Online Services Some of the most ambitious e-service offerings in Costa Rica are as follows: Mer-Link is the country’s electronic public procurement tool. The more streamlined bidding process is estimated to reduce 46 47 48 49 50

Ibid. http://www.gobiernofacil.go.cr/e-gob/gobiernodigital/proyectos.htm http://www.gobiernofacil.go.cr/e-gob/gobiernodigital/quienessomos3.htm http://www.gobiernofacil.go.cr/e-gob/gobiernodigital/quienessomos3.htm http://www.gobiernofacil.go.cr/E-GOB/weblinks/index.aspx

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procurement costs by up to 20%, according to the Director of Digital Government.51 CrearEmpresa is the site for the national and municipal business registry. Businesses and other legal entities can register online and create a digital account with this website. 52 Registro Nacional (“National Registry”) is a site where citizens can learn how to properly register real estate, physical property, or intellectual property.53 The number of available e-services continues to grow, but many of the designs operate using different platforms, and are not well-integrated. E. E-Government Promotion The Costa Rican government’s e-government promotion plan was laid out in its Digital Government Master Plan 2011-2014. The prior plan succeeded in establishing a base structure for e-government. The current plan proceeds as follows: Phase One (2011-2014): Improve on the Foundations Implement business process re-engineering (BPR) to improve computer systems. Expand and improve Internet service throughout the country. Create a sound regulatory structure. Foster the exchange of information. 54 F. E-Participation According to the United Nations E-Participation Index, Costa Rica is the leading country in Central American and 14th in the world for e-participation. This is a major improvement from 2005, in which they placed 90 th. 55 This indicates that the government’s ICT initiatives have succeeded in making the population more connected, and providing a platform that appeals to users. G. Open Government/data The Technical Secretariat of Digital Government operates an open data site populated with data from Costa Rica’s other online services, including Mer-link (public procurement), Controlpas (operated by the Ministry of Public Security), Register it (Ministry of Health), and CrearEmpresar (National and Municipal Registry) among others. 56 The database is powered by the U.S.-based open data platform Junar. 57 However, the data is not yet as voluminous, standardized, or searchable as it could be. Also, data from previous years have not been uploaded. There are only thirteen data 51

http://blogs.forrester.com/jennifer_belissent_phd/14-08-14-exploring_costa_rica_prog ress_and_challenges_in_digital_government_transformation 52 https://www.crearempresa.go.cr/ 53 http://www.registronacional.go.cr/ 54 http://www.gobiernofacil.go.cr/e-gob/gobiernodigital/informes/PlanMaestrodeGobier noDigitalenCR.pdf 55 http://unpan3.un.org/egovkb/en-us/Data/Country-Information/id/40-Costa-Rica 56 http://gobiernofacil.opendata.junar.com/ 57 http://junar-cdn-brandings.s3.amazonaws.com/reference-material/Overview-Open-Da ta-and-Junar-Introduction-N0511.pdf

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collections from 2014, and only four collections before that date. 58 H. Cyber Security As a member of the Organization of American States (OAS), Costa Rica approaches many cyber security issues in collaboration with fellow OAS member states. 59 OAS member states have collaborated on increasing cyber security in each country, and in the region. There are still significant weaknesses. In December 2014, the Costa Rica Ministry of Labor’s website was hacked by a political activist group. 60 This was the latest in a string of so-called ‘hacktivist’ cyber attacks for political reasons.

2. Trends The Costa Rican government’s most recent e-government strategy, the Digital Government Master Plan 2011-2014, has now drawn to a close with some notable achievements. At the time it was unveiled, it was intended to be the first phase of a two-phase process. The goals of the second phase were defined as follows: Phase 2 (2015 - ): Improve E-Services Provide services through various channels. Integrate and streamline digital government innovation. Create an internal government network.61 Costa Rica has not yet unveiled their new e-government plan, but it is likely to resemble these previously projected goals. They will continue to focus on improving upon the foundation they have built over the past decade, and providing more efficient, user-friendly e-services to citizens and businesses.

Czech Republic 1. E-Government Status by Indicators A. Management Optimization The newest e-government strategy is the International Competitiveness Strategy of Czech Republic for the period 2012 – 2020 (SMK). This strategy contains and sets out the initiatives and targets that relate to e-government and ICT modernization of the public sector. By applying this strategy, Czech Republic wants to become one of the twenty most competitive countries in the world, the main objectives of this strategy will be: (i) Promote effective governance; (ii) Streamlining the management of public assets and resources; (iii) Facilitating access to services of public administration and (iv) Improving quality and availability control.

58

http://gobiernofacil.opendata.junar.com/home/ http://www.oas.org/cyber/aboutus.asp 60 http://insidecostarica.com/2014/12/12/pro-palestinian-group-hacks-costa-ricas-minist ry-labor-web-site/ 61 http://www.gobiernofacil.go.cr/e-gob/gobiernodigital/informes/PlanMaestrodeGobier noDigitalenCR.pdf (Slide 35) 59

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B. National Portal The National Portal is the Public Administration Portal (www.portal.gov.cz), initially developed and administered by the Ministry of Informatics, was launched in October 2003. It is a single gateway for citizens, businesses and institutions, allowing them to communicate with Public Administration entities. The portal also connects users to Social media and blogging site as well as there is customization feature that you can receive update mail notification. The well-organized portal serves as a platform that assists the public to find desired information. To improve users’ browsing experience, the portal also allows users to create government accounts that allow each individual user to customize the portal as they desire. Czech Republic has been using Web 2.0 technology. C. CIO in Government In Czech Republic, there are no specific laws or mandates for CIO positions. There is only IT director as CIO position is appointed at National, Government agencies and at bureau level. They have CIO business world, which is CIO Association is an organization of Government CIO (GCIO), the GCIO will investigate and identify ICT issues and solutions and emerging trends to be applied at a whole-of-government level. D. Online Services Currently, there are no laws in Czech Republic that address directly e-commerce transactions, with the exception of certain special laws such as the Consumers Act and Privacy Act. However, the government is in the process of drafting or adopting several pieces of legislation. The Czech electronic health record (elektronická zdravotní knížka - EZK, in Czech) is a highly secure, free-of-charge summary of patient health information in electronic form, accessible 24 hours a day via the Internet and smartphones. It is a safe environment that links healthcare providers, patients and health insurers. It can be used to transmit and sharing in real time medical information between the doctor and patient or between different doctors. In the Czech Republic there is no alternative system of real time information sharing in this field. The two regions where the number of health records stored on the IZIP system is growing the most are Vysočina and Karlovy Vary. E. E-Government Promotion In Czech Republic they improved the laws, master plan and strategies in all National and sub-national level. They also setup the National ICT development fund and ICT budget allocation as part of the agency’s national budget. The activities such as training the e-Government for citizens, the conference and advertisement for e-public services are doing in National and sub-national level. F. E-Participation The Ministry of the Interior merged three different portals (Public Administration portal; portal of access to data boxes; repository of public authorities) into one. In some cases, the three portals would offer almost identical services. The Czech government and ICT companies provide e-information, e-consultation services, forms, articles and resources about trends and issues related to citizens participation in government democratic processes using the Internet, mobile communications, and other information and communications technologies.

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Based on Eurostat (2013), there is an interaction electronically by citizens around 25-54 years old with public authorities in 2012 for about 42%. G. Open Government/data The Government of the Czech Republic approved the accession to the Open Government Partnership, an international initiative, in its Resolution no. 691 of 14 September 2011, and it authorized the Deputy Prime Minister. The Action Plan, which has emerged from inter-ministerial cooperation and has been the subject of consultations with the not-for-profit and private sectors, primarily responds to the need to improve access to data, to improve the efficiency of the state administration and to encourage public participation in decision-making processes at a national level. During the first stage the following sources will be provided freely: the commercial register, the insolvency register, the public procurement information system, results of elections, financial statistics - national debt, financial statistics - government financial statistics, ÚFIS - accounting records and financial data from CSÚIS, and the Central Registry of Grants. H. Cyber Security The Cyber Security Strategy of the Czech Republic (hereinafter “CR”) for the 2011 – 2015 period has been prepared taking the directions and principles set forth in the Security Strategy of the Czech Republic into account. The present “Strategy” is a keynote document, designed to be used as a basis of every ICT security-related policy, legal standard, directive, methodological instruction, rule, principle, manual, operating mode, plan, and recommendation. The implementation, operation and security of credible information and communication systems is a duty of the Czech Republic and a responsibility of all levels of government and administration, the private sector and the general public, the objective being to maintain a safe, secure, resistant and credible environment that makes use of available opportunities offered by the digital age. The strategy focuses mainly on unimpeded access to services, data integrity and confidentiality of the Czech Republic’s cyberspace and is coordinated with other related strategies and concepts.

2. Trends The Czech Republic has a focused and simple e-Government organization within the Ministry of the Interior. It has set an ambitious strategy and has improved its position on various information society indicators and level of availability online services. It has also established a One-Stop-Shop approach. However, Czech e-Government performance remains under the EU average, and usage by citizens and business, has stagnated.

Denmark 1. E-Government Status by Indicators A. Management Optimization The current Danish e-Government strategy, published in August 2011, is entitled ‘The Digital Path to Future Welfare: e-Government Strategy 2011-2015.’ The strategy proposes that the central government, regions and municipalities cooperate in order to

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accelerate the adoption of digital solutions in the public sector. The report emphasizes that the government must capitalize on its leading position and continue to be a digital government leader well into the future. The strategy is divided into three main tracks, each covering a different area or theme: 1) No more Printed Forms or Letters; 2) New Digital Welfare; 3) Digital Solutions for Closer Public Sector Collaboration According to the report, “the adoption of digital solutions and new technology will provide DKK 3 billion [about $500 million] every year by 2020 in gains.” B. National Portal The Danish national portal, Borger.dk was originally launched in 2007. The latest version of the site (version 3) was published in June 2012. Borger.dk (borger is Danish for ‘citizen’) is where Danish citizens can find all public information and self-service options on a one-stop basis. This is a single entry point to the public sector for all citizens. A single sign-on is made available for citizens to access services of different agencies without having to repeatedly log-on. Denmark also has an official website, Denmark.dk, from which both citizens and non-citizens can access public information and services. The portal supports many foreign languages including English, Spanish, French, German, Chinese, Arabic and more. It also has SNS features on the homepage, such as Facebook, Twitter and Google Plus to enhance citizens’ participation with blogs, and provides information for foreigners who want to study and work in Denmark. Denmark also has a business portal which delivers fully digital public services for the benefit of companies. The portal includes more than 200 e-forms, some of which may be filled out and signed with an OCES signature. C. CIO in Government While there are government CIOs at the national and ministry levels, information about CIOs at lower levels of government is not available. There is no single CIO position for the Danish government. However, the Steering Committee for Joint-Government Cooperation (STS) is responsible for coordinating e-Government initiatives throughout the public sector. This committee reports its findings twice each year. There is no current legislation regarding the CIO position in government. D. Required Interface In 2012, the national government passed a Digital Post law requiring all businesses to establish a digital mailbox address by November 2013. This mailbox is of equivalent legal status to the physical mailbox, meaning that businesses have the responsibility to read all of their digital mail. This system allows the public sector to communicate with businesses and to send official notifications more efficiently, and it allows businesses a quick and secure channel to respond. Many of Denmark's laws were written back when digital technologies played a minor role in public sector administration. Denmark's E-commerce Act 227 ("ECA") constitutes Denmark's E-commerce Legal Framework. ECA is applicable to all services in the information society and they are defined as 'any service that has a commercial purpose... and is delivered online at an individual's request of a recipient of the service.’ Denmark has an extensive array of e-services being offered by the central government but a number of these services have also been localized such as family support services and medical related health services.

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E. E-Government Promotion Denmark has shown marked developments in e-government projects but there are not much available resources on e-Government related promotions particularly at the local level. The OIO Committee for Architecture and Standards (OIO Committee) has a mandate to support the strategy to facilitate the work of e-government in the state, regions and municipalities, with particular emphasis on ensuring interoperability between IT systems across organizational boundaries. The government has released its e-government strategy 2011- 2015 on June 20, 2011 at the e-Gov Global Exchange in Singapore, even before reaching the Danish public, according to Lars Frelle-Petersen, Deputy Director General and Head of the Digital Task Force Agency for Governmental Management, Danish Finance Ministry. The government is thus looking at online services that are simpler and more effective. This will be achieved through four goals:1)End of paper applications and regular mail; 2) Helping companies achieve higher growth rates; 3) Bringing ‘welfare technologies’ into public schools, hospitals, nursing homes, providing better welfare with more value for money; 4) Close cooperation on digitization of the public sector. Besides, to promote Internet use in Denmark, The Danish Public Welfare Technology Fund will allocate DKK 15 million to establish Internet hotspots in public places. Institutions for education, knowledge or culture can apply for funds to provide their users with free internet access. The funds will be used to prioritize Internet connectivity and use. The government will also invest 500 million. DKK and municipalities will up to 1 billion. DKK tailoring teaching in public schools for future needs. The new strategy sets clear and binding goals for e-Government implementation of the e-Government solutions established in recent years, which not only require a strong capacity for decentralized implementation capacity, but also demands a centrally focused coordination effort. F. E-Participation The Danish government’s web portals demonstrate a developed understanding of e-participation. Information and services delivered online encourage a high level of social responsibility and accountability. For instance, the portal for citizens (borger.dk) functions as a national debate and voting portal enabling citizens at all levels of society to participate in debates and participate in polls and elections organized at the local, regional and national levels. Moreover the hosting of blog services creates the opportunity to comment on the Danish lifestyle and encourages foreigners to participate. ROSTRA is an online system for public debate and expression of opinions through voting facilities based on the Danish Digital Signature. The tool is a part of the Danish citizens’ portal developed by the Danish National IT and Telecom Agency. It functions as a national “debate and voting portal” allowing citizens, businesses, politicians and journalists to participate in debates and votes organized by levels of government, subject, etc. The tool can handle debates and votes at the local, regional and national levels and it is possible to confirm your identity through login with the Danish Digital Signature. G. Open Government/data In 2012, the Danish Government presented its first National Action Plan for Open Government Partnership. The vast majority of the projects and initiatives have been

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implemented and several of them are taken forward and further developed in this OGP National Action Plan. The Danish OGP National Action Plan 2013-2014 was created with contributions from a public consultation where citizens, companies, NGOs and public authorities were invited to propose initiatives and activities. H. Cyber Security Beginning in January 2004, the Danish government was using a domestic standard for information security called DS 484. As of January 2014, government institutions are required to abide by Information Security ISO/IEC 27001, an international standard. The Ministry of Finance’s Agency for Digitization is tasked with enforcing this standard and “developing tools, templates, seminars and workshops to support [its] implementation and maintenance.”

2. Trends Denmark has come a long way since it took the decision to establish a modern, robust digital infrastructure for the public sector. As part of its efforts on countering the digital divide, Denmark is promoting the enhanced accessibility of its public websites. Denmark’s new mandatory digital mailbox is an intriguing development. It allows the government to communicate instantly and securely with businesses in an official manner. As part of its e-Inclusion efforts, public documents on the information society recognizes the needs of at risk (of exclusion) groups. The USO (Universal Service Obligation) in Denmark has provisions for a PC based text telephone service and access to the Internet. In the area of ICT and aging, Denmark has established drop-in centers for the elderly to learn new ICT skills.

Egypt 1. E-Government Status by Indicators A Management Optimization In April 2013 MCIT launched today the new Egypt's ICT Strategy 2013- 2017.62 MCIT future vision focuses on achieving the digital socio-economic development in Egypt: Prosperity, Freedom and Social Justice. Moreover, Egypt’s ICT 2020 Strategy 63 was announced and will soon be finalized. The goals of Egypt’s ICT Strategy 2020 is to create a digital society allowing Egyptian citizen to use IT services and maintaining communications growth by attracting global companies, in addition to benefiting from the geographical location of Egypt and maritime cables in Suez Canal. B National Portal Egyptian e-government portal, www.egypt.gov.eg, was inaugurated in January 2004 as Egypt’s information portal. Through the national portal, e-contents industry encompasses the creation, design, management and distribution of digital products and 62 63

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services and the technologies that underpin these activities. E-government portal demonstrates well-structured navigation and interface features. Furthermore, the website provides interactive features such as blog and polls. There is also a Live Support chatting feature for assistance. Besides national language of Arabic, much of the portal is available in English. On the other hand, there is room to improve accessibility statements and content provided within sub-sections. C CIO in Government Regarding the CIO concept, the Egyptian public administration at the national and local levels does not appoint clear CIOs or equally influential positions within its legal framework. Nevertheless, it is observed that there is increasing concern on positioning of CIO equivalent executives with administrative body. D Online Services The Egyptian government has made significant developments in terms of G2G services such as e-tender, geographical networks and ERP systems. In general, the lack of comprehensive legislative framework for e-government has slowed the development of some e-services such as tax procedures,64 filling out and submitting official forms, and online tax payments.65 There is also a lack of policies and laws and citizens are most unlikely to use e-government services without a guarantee of protection of their privacy. E E-Government Promotion Egypt’s e-government initiatives pursue capacity-building and market maturity along with essential public-private partnerships. MCIT has implemented a number of programs with the chief aim of providing benefits to users, promoting computer literacy, and encouraging increased use of ICT by the public. Over the last few years, Egypt has made efforts to improve its e-government readiness. For example, it has adopted a number of policy66 measures including deregulation of the telecommunication sector and the launching of three mobile operator licenses in order to improve connectivity and access to communication. An initiative to start educating and building the future Human Resource for e-government has lead the government to start an initiative in the education sector called ‘Smart Schools Network’. F E-Participation In general, Egyptian government web sites demonstrate interactive functionality and good design, however in terms of participatory decision making processes or public discussions, national portal and other government web sites at national and local levels offer very limited public engagement. In the national portal and other government websites, users can follow and receive information through SNS such as Facebook and Twitter. Government leaders are also using ICT applications for management and operations.

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G Open Government/data According to an OECD survey, some Egyptian government entities share information when available, as also foreseen in the ad hoc legislation. However, there are still important challenges concerning the level of interoperability of the databases and the varying quality of data available. Government data is open to use and reuse to a limited extent only. Existing national databases have great potential for improving government efficiency and service delivery through re-use of data, and their integration could be further developed and exploited, legally as well as technically. An ambitious program for national database consolidation has been launched. A particularly successful example of the significant results that have already been achieved through the programme is the recent establishment of the national elections database in 2012.67 H Cyber Security The Egyptian Computer Emergency Response Team (EG-CERT68), established by the National Telecommunication Regulatory Authority in April 200969, is staffed by a team of 16 full-time professionals and provides 24-hour support to protect critical information infrastructure. In 2012, EG-CERT provided support to entities across the ICT, banking and government sectors, helping them tackle cybersecurity threats including denial of service attacks. In the National ICT Strategy 2012 – 201770, the "Cybersecurity Draft Law" defines the obligations of those controlling data and information and establishes rules to ensure they secure their information space as well as the data, systems, programs and networks contained therein. The three main axes of the law relate to: - Protecting cyberspace and its contents from any external violation - Agencies’ obligations towards protecting their information space, and the data and information included therein, particularly personal information - Creating a national authority responsible for monitoring all cybersecurity activities and issuing licenses to operate within this domain

2. Trends The development of e-government in Egypt has progressed hand in hand with Egyptian efforts to establish public sector reforms and encourage the development of the information society. These two trends constitute important existing drivers for e-government. Following the uprisings that culminated in the revolution led to the ongoing transition process, a third e-government driver has emerged, centered on the needs of the citizens and the civil society.71 - Citizens and civil society: Reinforced drivers for e-government - Policies for public sector reforms 67 68 69 70 71

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ICT industry growth and information society policies

Estonia 1. E-Government Status by Indicators A. Management Optimization In early 2014, Estonian government launched the new strategy for advancing the use of ICT in Estonia namely the Digital Agenda 2020 for Estonia. As the successor of Estonian Information Society Strategy 2013, the strategy is prepared for shifting the e-government era to the digital government. On the Digital Agenda 2020, it stated that “Estonia will have a well-functioning environment for the widespread use and development of smart ICT solutions. This will have resulted in increased competitiveness of our economy, well-being of people and the efficiency of public administration.” The Digital Agenda 2020 is implemented by creating several programme within two years. The programme will be evaluated carefully and managed by respected ministry covering across ministries. Each programme determines the projects to be carried out under specific measures; finance and responsible ministry (RISO, 2014). B. National Portal The national portal www.eesti.ee was launched in March 2003 and it is a very well designed portal. It is simple but highly functional. It has most of the features required in an ideal portal including multi language support such as in English, Russian and Estonian. The portal uses the Facebook and twitter where people can share and it also has blogger post etc. Meanwhile, www.egov-estonia.eu, provides information regarding the e-services for justice, businesses and entrepreneurs. Centre of Registers and Information System, RIK, under the Ministry of Justice, develops and administers about 50 registers and information services for law and criminal jurisdiction such as court information system, e-File, e-Law, e-Business Register, e-Land Register and e-Notary. This portal coordinates the information provided and the services offered by various State institutions. It allows users authenticated with their national e-ID card to: access and check their personal details; perform transactions with municipal and Government bodies; complete and convey online forms and applications; sign documents digitally; create email addresses with the suffix @eesti.ee; and receive email or SMS notifications. C. CIO in Government The head of e-Government is a Head of State Information Systems Department (RISO) at the Ministry for Economic Affairs and Communications. The Department of State Information Systems, part of the Ministry of Economic Affairs and Communications, is responsible for the coordination of State information systems, as well as the development and implementation of State IT strategies. The central coordination deals with strategic planning, setting priorities and ensuring financing for these, creating cooperation networks while ensuring their functionality, drafting IT

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legislation, as well as elaborating IT standards. Estonia is a rather decentralized country concerning the development of information systems, which mostly falls under the responsibility of IT managers in ministries, county Governments, boards and inspectorates. On the Digital Agenda 2020, the position of CIO is stated in every ministry. The network of CIOs of government is considered as the important role in organizing the action plan. Therefore, the CIO position in government has been acknowledged in Estonia. D. Online Services Estonia has a stable online service. For citizens of Estonia, all online service including payment can be obtained by using ID Kaart or Mobile ID. All portal of the online service are equipped with password protection, encryption, and certified authentication. For e-procurement, Estonian government allows foreign company to register on the e-procurement portal (https://riigihanked.riik.ee). E-customs and e-tax are provided in one portal; http://www.emta.ee. For customs, authorization to access the services on the portal is proceeded by Estonian Tax and Customs Board. One-stop and e-health services are located on the government portal; www.estii.ee . Similar to other service, citizens are required to use ID-Kaart or mobile-ID to access the services. E. E-Government Promotion Estonia doesn’t have a special fund for e-government projects. All ministries, county governments and boards have independent IT budgets, while budget for shared services and joint actions of several ministries is often included in the budget of the ministry that is coordinating the work. To promote the uptake of existing e-government services the government has held several campaigns organized under the program “Increasing awareness of the information society”. F. E-Participation As a consequence of establishing well-run e-government frameworks and functional services, government web sites and national portal host much essential information regarding public administration. Estonia has a good standard in terms of e-participation and in this indicator, Estonia received full score. For instance, the portal osale.ee functions as an environment for citizens in which they can participate in public consultations/hearings, present ideas, critique the government and submit petitions. It is also available to follow legal acts according to their stage of preparation from policy proposal to adoption in the parliament. Hence, it can be said that Estonia as a nation is highly aware of the use of enhancing decision making processes by the use of e-tools. G. Cyber Security Estonia’s expertise in cyber security is already well known in the international community, in particular because of CERT-EE and Critical Information Infrastructure Protection, its unique Cyber Defense League and for being the home of the NATO Cooperative Cyber Defense Centre of Excellence (Estonian Government, 2014). The Department of Critical Information Infrastructure Protection (CIIP) evaluates the security of information systems in Estonia and carries out risk assessments. CIIP

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advises the service providers in Estonia on how to assess risks and how to protect vital services. CERT-EE, on the other hand, handles security incidents taking place in the .ee domain. CERT-EE has the possibility to reverse engineer the malware. Estonia’s achievement in cyber security have benefited from a strong IT Partnership between the public and private sector. This unique spirit of cooperation gave birth to the Cyber Defense League, a volunteer organization operating under the Estonian Ministry of Defense. The solution in Estonian cyber security lies in the inherent safety and security built-in to every single Estonian e-Government and IT Infrastructure system. The secure 2048-bit encryption that powers Estonia’s Electronic-ID, digital signatures and X-road-enabled systems means that personal identity and data in Estonia is airtight. Estonian citizens and businesses operate with confidence, knowing that their data is safe and their transactions are secure. Indeed, the best kind of cyber security is one that everyday people never have to think about. H. Open Data The Estonian government built the open government data portal on http://pub.stat.ee beginning in 2000. The portal provides the public with various datasets related to the economy, environment, and social life. The portal is managed by Statistics Estonian. The data on the portal is updated periodically from the originator based on the released calendar by Statistics Estonian. For example, data regarding the Foreign Trade as of December 2013 was released on the portal on February 10, 2014.

2. Trends Estonia launched an ambitious project called EstWIN with a goal to provide access to 100Mbps high-speed Internet all over the country. This is believed to have a tremendous impact on all e-government projects and highly encourages doing business in the country. In response to the current global challenges to the economy, Estonia is working on making it easier to set up business in the country through the internet. This is hoped to attract more investments and spur the economy. On another front, Estonia also is very active in the use of e-voting. By introducing the Digital Agenda 2020, Estonia has shifted its e-government to the digital government. This movement is similar to other countries which has reached the mature e-government. Using the different metaphor, the substance of such wave is to achieve a condition of “the government service is digital by default”.

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Fiji 1. E-Government Status by Indicators A. Network Preparedness Approximately 37% of people in Fiji were Internet users in 2013, according to the International Telecommunication Union (ITU). About 54% have wireless broadband subscriptions, but only 1% of the population has a wired broadband connection 72 B. Management Optimization ITC Services, a department under the Ministry of Finance is currently responsible for implementing the e-Government program in Fiji. The program involves three (3) main streams: Public Contact Center (PCC), Government Information Infrastructure (GII) and E-Applications. These 3 streams addresses the tasks of handling inquiries or complaints from the public, connection of government offices to the network and managing and developing various government online applications for the e-government SharePoint Framework respectively. C. National Portal Links to all government Ministries and agencies throughout Fiji is available to the public on Fiji’s national government website www.fiji.gov.fj. This portal together with one other government portal, egov.gov.fj, so called the citizen portal, collectively makes up the Fiji Government Online (FGOL) presence. The national portal demonstrates a consistent page layout and navigation with English as the main language used. There is also an option for users to easily increase the sizes of the letters or decrease them which very convenient for those with bad eyesight. There is a clear lack of citizens` participation mechanisms such as blogs, polls and forums but citizens can access and follow the Government activities though Facebook through a link on the national portal services. D. Government CIO The Minister of Information was appointed to the position of CIO. Fiji National ICT Governance Structure comprises of a CIO Council which reports directly to the e-Government Steering Committee on all e-Government matters and is responsible for implementing the e-Government Master Plan at the agency level. However, there are further requirements to penetrate CIO concept within government. E. Online Services Fiji Government designed an e-government site, www.egov.gov.fj with the hope to provide different types of services for Fiji citizens and civil servants. The services provided by this site are categorized as 1. Government to Government Cluster. 2. Government to Business Cluster. 3. Government to Citizen Cluster. 72

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F. E-Government Promotion Fiji has no formal laws mandating the implementation and or use of e-Government services. A new e-Government program was approved in 2005. This program is funded partially by Chinese government. The University of South Pacific whose main campus is base in Fiji has CIO related courses G. E-Participation In order for e-participation to develop there needs to be more improvements and efforts placed on infrastructure and capacity building. Fijian Government national portal still lacks features to confirm engagement of citizens in the decision making process. H. Open Government/data Official Fiji Government website with information about departments, ministries, news briefs, and press releases, this portal is gateway to share information on e-health, e-tender system but nothing found on open government data I. Cyber Security The increased availability and use of computers in Fiji has led to a corresponding growth in international data transmission requirements. The cyber environment in Fiji includes licensed operators, telecoms, as well as the ISPs, TAF, Commerce Commission, and other organizations and is linked to an Internet ecosystem. One of the challenges in Fiji is that there is not sufficient awareness amongst stakeholders within the cyber-environment of the stakeholders within the Internet ecosystem and how each relates to each other.

2. Trends The e-Government program of Fiji is at implementing stage to design the infrastructure and provide government services online.

Finland 1

E-Government Status by Indicators

A. Management Optimization Finland’s long term strategy for e-Government is the “National Knowledge Society Strategy 2007-2015” which was drafted in September 2006. Four priority areas and 72 measures were proposed in the strategy in order to achieve the overall vision. In Finland, responsibility for e-government, information society portfolio and participation policy are collaborated across three ministries – the Ministry of Transport and Communications; the Ministry of Finance and the Ministry of Justice. In order to maximize the cooperation among those government bodies, Finland established the Ubiquitous Information Society Advisory Board which involved of representatives from major ministries, agencies, business and academicians and headed by the Minister of Transport and Communication. Efforts on improving the efficiency of Finland’s public administration and

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management could be witnessed by the upgrade of the Shared Service Centre in 2010 which mandates all state-level agencies to implement for their financial and human resource operations (OECD, 2010). B. National Portal The citizen portal ‘Suomi.fi’ provides a single access point to public information, administrative forms and online services. The portal features e-Services and forms to download are linked to the business portal ‘YritysSuomi.fi’ (‘Enterprise Finland’), as well as Acts and Decrees for businesses that are linked to Finlex, the official law database. The portal offers instructions and an e-Learning tool that allows users to practice filling in on-line forms. It allows adding Suomi.fi pages to bookmarks and sending Suomi.fi pages by e-mail to other people. It is also possible to share Suomi.fi content in social networking services, such as Facebook, Twitter and Delicious. C. CIO in Government The State IT Director is responsible for the overall development of e-government and is tasked with preparing and maintaining both the IT strategy and the centralized control of IT operations. The State IT Director heads the Government Information Management Unit and is now performing as an independent unit under the Government IT Shared Service Centre. D. Online Services Finnish citizens could apply for a wide range of e-services provided by all government agencies from one-stop portal Suomi.fi. Respectively, there are places where public authorities and enterprises could find appropriate e-services. Users can use several methods for electronic identification such as online bank identifier, mobile certificate or a certificate card. Vero.fi is where Finnish individuals and businesses could file and claim their taxation online. By 2015, taxpayers could use Tax Card Online to view some confidential information regarding to their tax. The services requires users to securely login via banking ID or HST card provided by the Population Register Centre. Regarding to customs services, businesses could find all relevance electronic services ranging from entry-exit declaration to import-export declaration on tulli.fi portal. Identified users log in to the service using a free-of-charge Katso ID issued by the Finnish Tax Administration. By January 2014, a new Public Procurement Directive was approved by the European Parliament required all public procurements to be electronically opened to tenders. Hansel is the central body of government who was assigned to prepare a solution for an electronic tendering system for use by the whole government73. E. E-Government Promotion In order to further promote e-government development and the use of electronic public services, Finnish Government introduced the strategic document named “e-Services and e-Democracy Acceleration (SADe) programme” (2009-2014). This strategy primarily focus on ensuring e-services for citizen and business are widely used and easily accessible with a general objective that by 2015, Finland positions in top five countries in international ranking on e-service delivery. The programme aims to promote electronic services, so that electronic services for citizens and enterprises 73

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cover all key services by the end of 2013. Thus, the SADe programme brings together electronic service packages from various administrative sectors, in such a way that they lend support to citizens in all life situations and to businesses across administrative boundaries. Thus, uniform customer interfaces are to be created for citizens and businesses to allow access to public services that are provided by various actors. The programme runs until the end of 2015. (Innovation and Business Cooperation, Benchmarking Report p.6) F. E-Participation As a part of the project to reform the Election Information System, the Ministry of Justice has piloted on site e-voting in three municipalities: Karkkila, Kauniainen and Vihti. In these municipalities, voters were able to vote electronically at polling stations either on Election Day or in advance. G. Open Government/data In the spring 2012, Finland decided to join the Open Government Partnership and started to draft its action plan. After being accepted in 2013, Finland has been implemented the national action plan. In addition, the Government submitted its Account on Democracy Policy to the Parliament in March 2014 with the theme is the promotion of openness and citizen participation. The Government has also allocated strategic research funds for the promotion of openness and citizen participation. (Open Government Partnership, 2014). One of the achievements of the progress was the establishment of open government network which enables government organizations to enhance their open government actions and shared good practices. The ongoing reform of the Local Government Act aims to create possibilities to use a bigger variety of participation tools with a specific attention has been paid to the transparency of decision making processes by regulation; the possibilities to enhance participatory budgeting; the interaction between the municipality and the inhabitants; and the participation of children and the youth. H. Cyber Security Being one of the most developed information societies that relies on various electronic networks and services, Finland has already been the target of cyber operations where the focus was on cyber activism, cybercrime and cyber espionage. That explains why Finland is giving high priority to information security. National laws and regulations have been considered and improved in aligning with the perspectives of EU and international cyber security legislations and in such a manner of adapting with the rapid changing of cyber security phenomena. The Ministry of Defense introduced Finland’s security strategy which defines the key goals and guidelines against the cyber threats in online domain. Different roles are specified for each government agencies: Ministry of Transport and Communications, Ministry of Finance, The Security Committee, The national Cyber Security Centre, The Government Information Security Management Board (VAHTI). In the scope of international cyber security cooperation, Finland had cooperation at several levels and with different actors: in the Nordic context, the European Council, the European Union, and in international organizations such as NATO, the OSCE and the UN.

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Trends

“A strategy proposal for the use of ICT in the Public Administration 2012-2020” was presented in 2012. Its objective is for the central and local governments to better use technology and bring services and information closer to individual users, enterprises and the public administration. By the time the strategy finishes in 2020, services and data will be safety and easily accessible and available in various ways. To date Finland has succeeded in provision of proactive public e-services and information and continues its efforts in e-government implementation demonstrating constant work on improvement of interoperability, development of coherent enterprise architecture and increased cooperation between state and local authorities in relation to Information Society issues.

3

France 1

E-Government Status by Indicators

A. Management Optimization In France, there was a development plan called the “Digital Economy by 2012”74. This was France's national e-government strategy aiming to make France a digital nation by 2012. The plan was comprised of 150 actions centering on four major priorities 1) access to all digital networks and services 2) production and supply of digital contents 3) diversification of digital services and 4) governance modernization of digital economy. The plan also provided tools to promote the use of digital content and services by all citizens and companies. The enterprise architecture for e-government is strongly in place and the framework has been updated and upgraded in the intervening years. B. National Portal “www.service-public.fr” is France’s official portal which started in October 2000 and was redesigned in 2009. It serves as the gateway to access government services for private citizens, businesses and professionals. The objective of the site is to meet user's expectations in delivering the three main functions: 1) access to all administrative information; 2) practical services to help with online administrative procedures; and 3) access to all other portals providing civil service directory. It has over 4 million visitors a month. The portal offers wide functionality for navigation, interactivity, interface and technicality. It has German, English, and Spanish versions. C. CIO in Government The word CIO is not yet officially used in France government positions responsible for ICT governance. The Minister of Economy, Industrial Renewal, and the Digital Economy has a main responsibility for e-government. There are, however, e-government policies such as the government’s digital economy policy in cooperation with other ministries. There are also other established organizations responsible for 74

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e-government policy/strategy development and coordination: the Council for the Modernization of Public Policies (CMPP) and the Directorate-General for State Modernization (DGME). D. Online Services In France, there are several laws governing Internet activities, for example, law on access to administrative documents, law on informatics and liberty and law for trust in digital economies. Furthermore, there are various fully transactional e-Services provided in France75. Users can file taxes, search for jobs, apply for social benefits, register vehicles, request certificates, and access many other services. E. E-Government Promotion France is committed to making the country a major digital power through e-government promotion. Various mechanisms are being strengthened to boost development such as laws and legislation, plans and strategies, public and private collaborations, and transforming to electronic administration. Among the highlights of e-administration development is the Allo service, a single telephone number (3939) for obtaining guidance on administrative information. France also offers mon.service-public.fr, a portal gateway for personalized access to all electronic services offered by the administrative departments, eID, and Vitale as health card, IDeNum: it is a single electronic identity certificate that helps users to access various online services, e-Passport, e-Procurement platform, e-Marketing place of the Burgundy region. A strong continuous effort is being carried out for providing e-government online services. F. E-Participation The official French website for e-participation is “www.gouvernement.fr”. E-citizen and e-democracy are two strong words in this area. ‘E-citizen’ promotes French citizens to get online and ‘e-democracy’ is aimed at involving the citizen and hearing their voices in major areas of democratic governance. Political and ideological debates are opened online to the citizens, which serve as a dialogue avenue with political officials. One unique feature is the provision of sections for district councils and town halls where basic information about the town is provided and citizens can post their ideas and concerns. The portal has become a medium for sharing information (two-way) where citizens are benefiting from the growing implications in the society and politics through getting involved. G. Open Government/data As of the end of 2011, France joined the group of EU Member States which have a dedicated government open data portal. Among others EU Member States the UK (data.gov.uk), Belgium (data.gov.be) and the Netherlands (data.overheid.nl) have already launched their open data portals. Data.gouv.fr aims to foster collaboration, innovation and to increase government transparency by facilitating the access and re-use of public sector information. The portal brings together data from many public agencies among them the French institute for statistics INSEE, most of the ministries and several state-owned companies. 75

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H. Cyber Security As part of the reinforcement of cyber defense capabilities at the Ministry of Defense, the post of Cyber Defense General Officer was created in 2011, with responsibility for coordinating the Ministry’s cyber defense activities and acting as the main interface in the event of a cyber-crisis. The Ministry of Foreign Affairs ensures the consistency of French positions on cyber security within the various international organizations and supports the development of international collaboration to address this issue. One of the key areas of action identified in the national cyber security strategy adopted in 2011 was development of our international collaboration: in addition to establishing bilateral relations on matters of cyber security, France is also an active contributor to the formulation of cyber security policies within international organizations. Particular emphasis is placed on work on cyber security currently being undertaken within NATO and the European Union, but also at the UN and OSCE.

2

Trends

The French Government re-affirms the continuation of its open public data strategy. With the establishment of the Secretariat General for the Modernization of Public Administration (Secrétariat général pour la modernisation de l'action publique SGMAP, in French) on 30 October 2012, the Government confirmed its intention to continue its open data strategy76 in order to facilitate the broader reuse of public information produced by the public administration.

Georgia 1. E-Government Status by Indicators A. Network Preparedness Approximately 43% of people in Georgia were Internet users in 2013, according to the International Telecommunication Union (ITU). About 17% have wireless broadband subscriptions, but only 10% of the population has a wired broadband connection77 B. Management Optimization The newest National Security concept was recognized by the Georgian Parliament in December 2011. It is an updated and revised of a previous from 2005 and serves both as a crucial driver of the government's regional and international strategic aims and a platform for discussions regarding the security challenges that Government is currently facing.

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C. Portal The Georgian national portal http://government.gov.ge/ provides very basic functions for users. The portal links to all government agencies’ websites. Information provided in the portal seems to be targeting foreign visitors and business who want to know more about the country. The portal is available in Georgian official language and English. There is not SNS feature in the National Portal. In 2012, Georgia has strategy to develop infrastructure and make plan for future. They introduced the portal for citizen, the portal include e-service for all citizen such as medical service, education, Social condition and demographic and other personal data. D. Government CIO The official CIO position is still absent in the Georgian bureaucracy. Policy development in ICT areas comes from the Telecommunication and Information Technology Department of the Ministry of Economic Development. However, the Ministry does not have a published forward-looking strategy for development across industry. E. E-participation E-Participation in Georgia is still limited at offering information to the citizen through government website. Web 2.0 tools are not yet being used to allow more interaction between government and citizen. However, citizen can contact with government officials through feedback forms or email addresses available at some government websites. F. Online Services There has been very little progress in Georgia regarding the provision of e-government services. Most of e-government services such as: E-tender, Social Security Services, Civil Registration Services, Consular Services and Labor Related Services are provided at static websites available. E-payment and e-voting services are not available yet. E-health is being actively promoted by the Georgian Telemedicine Union, whose activities include tele-pathology, education, and development of policy for particular scenarios, such as e-consultations for conflict regions. It also developed a proposal for the creation of an e-health national network in Georgia. However, this has not yet been implemented. This year there is no information change in this indicator G. E-Government promotion Georgia is short of legal framework for e-government development. There are no legislations, strategies, policies or plans regarding e-government. Most e-government projects are sponsored by international organizations (World Bank, ITU, European Commission and UNDP). H. Open Government/data Georgia was among the first group of countries to join the Open Government Partnership (OGP). In April 2012, the country’s government presented a relevant Action Plan which is focused on improving public services, increasing public integrity, managing public resources effectively, and creating safer communities. The implementation of these commitments is currently coordinated within an NGO forum

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created under the Ministry of Justice. The Georgian government had no specific plan to engage civil society and the private sector in the development of OGP commitments. In fact, the public consultation process started quite spontaneously a good two months after the government had first endorsed the OGP initiative. Specifically, on 14 November 2011, the MoJ and the Ministry of Foreign Affairs (MFA) approached TI Georgia to ask for its feedback on the concept of Georgia's OGP action plan. Georgia’s OGP action plan is structured around four grand challenges: improving public services, increasing public integrity, managing public resources more effectively, and creating safer communities. The OGP requires countries to undertake at least one grand challenge of its list of five grand challenges, so by undertaking four Georgia is going beyond this requirement I. Cyber Security Georgia will adopt New Cyber Security Strategy that will be the main document defining state policy and establishing basic guiding principles in cyber security field. It should be mentioned that strategy considers cyber space protection equally important as inviolability of land, air and maritime boundaries. Under the Cyber Security Strategy some new legislative acts and bylaws will be adopted.

2. Trend Due to the rather low level of Internet penetration, e-government has not yet taken off in Georgia. However, the Georgian government intends to start launching their first e-Government services in the near future and first of all they should focus to setup the infrastructure. Georgia has faced many challenges on e-Government development, they have limited budget, nonexistence of security, nonexistence of standards and shortage of qualified personnel.

Germany 1

E-Government Status by Indicators

A. Management Optimization In September 2010, the German government adopted its current National E-Government Strategy. The strategy presents six different areas of focus: 1) Orientation on usefulness for citizens, businesses and public administration 2) Cost-effectiveness and efficiency 3) Transparency, data protection and data security 4) Social participation 5) Innovation and sustainability 6) High-performance IT support Each of these focus areas includes several concrete goals, for a total of twenty. The IT Planning Council is tasked with finding ways to implement and fund these goals. Germany scored highly in this area. Having a relatively large Internet user base and a sophisticated base of users, Germany has over the years made a lot of headway in

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building up its infrastructure. In 2013, the Fraunhofer Institute for Open Communication Systems FOKUS in Berlin has showed how an ICT solution that was successfully implemented in Denmark could be swiftly adapted for German government agencies. The German government set out its recommendations for an ICT platform in its Organizational Concept for Electronic Administration. Alongside electronic records management, the recommendations specify that the platform should be capable of modelling electronic workflows and electronic collaboration, and integrating the various software applications for specialist processes that have grown up over the years. B. National Portal In 2001, the Federal e-government portal Bund.de was launched to provide information and services offered by German cities and municipalities. The portal covers all of Germany's government administrations on one joint Internet platform. The design of the portal reflects Germany’s decentralized structure. The portal serves only as a gateway to other government websites which actually provide services instead of directly providing it in the central portal. Bund has recently been redesigned to better suit the needs of citizens and business users. Now the portal has shown more complete design and advanced functions. An easy-to-find link to the multimedia tutorial is available and delicate adjustments to the webpage can be made, such as the size of the text in certain pages. The portal is offered in German only, with a set of pages in English directed mostly toward foreigners. C. CIO in Government There is a growing impetus in the federal government in the area of CIO in government. This is in conjunction with the government drive to optimize public administration. In December 2007, the German cabinet agreed on a Federal IT strategy aiming at improving IT management within the government. It recommends that each government department have a CIO with wide ranging powers. It also results in the creation of an IT Council composed of CIO officials that will tackle Germany’s IT strategy issues. This development resulted in high marks for Germany in this area of the survey. Cornelia Rogall-Grothe has been the German GCIO since 2010 (her official title is the Federal Government Commissioner for Information Technology). D. Online Services Among the five online services focused on for this indicator, Germany has strong e-procurement and e-tax systems in place via the portals evergabe-online.de and elsteronline.de, respectively. The portals allow citizens and businesses to conduct e-payments secured via password, encryption, and certified authentication. Citizens are also able to download specific form and documents and use e-health, and e-customs services. E. E-Government Promotion Germany has made strides in the promotion of e-Government in the federal government but still lacks the necessary legal infrastructure to further promote e-Government in the lower levels of government and in the federated states. This deficiency results in a relatively lackluster showing in e-Government promotion at these levels of government.

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F. E-Participation As part of its e-Government 2.0 program, the German Federal Government set a strong focus and an increase of efforts on e-participation and e-inclusion plans. The Federal Ministry of Interior has been promoting the development of e-participation activities aiming to enhance the participation of the population, improve the time in decision making, and facilitate the organization processes involved in politics and administration. In 2011, the popularity of blogs and other forms of SNS led to implementation in the German e-governmental system. This allows citizens to express their opinions through public Internet forums to give feedback in order to improve these services. G. Cyber Security In the area of cyber laws, Germany launched The Cyber Defense Center in April 2011 under the auspices of the German Federal Office for Information Security (the Bundesamt für Sicherheit in der Informationstechnik or “BSI”) and the direct involvement of the Federal Office for the Protection of the Constitution (the Bundesamt für Verfassungsschutz or “BfV”) and the Federal Office of Civil Protection and Disaster Assistance (the Bundesamt für Bevölkerungsschutz und Katastrophenhilfe or “BBK”). Furthermore, on January 1, 2012, Germany's new law on e-commerce (Gesetz zum elektronischen Geschäftsverkehr – EGG) came into effect. These developments indicate that Germany is emphasizing the legal perspectives in terms of e-government operation more than in the past. In order to optimize operational cooperation between all state authorities and to improve the coordination of protection and response measures for IT incidents, Germany set up the National Cyber Response Centre. H. Open Data Germany operates a comprehensive Open Data Portal (https://www.govdata.de). The content is categorized into 14 groups of Data Sets. The portal contains government-related data such as budgets, election results, and national maps. The data is available in several common file types, including .xls, .csv, and .pdf.

2

Trends

“The German Federal Ministry of the Interior” launched a new e-Government initiative for De-Mail and a new identity card in 2012.3 This initiative is intended to satisfy the information management needs of the federal, state and local authorities by developing a broad internet-based knowledge platform, and by supporting the practical implementation of infrastructure in targeted projects. These new initiatives will provide more complete and detailed data to help the government allocate its resources and improve the quality and efficiency of its services. In the context of digital inclusion especially in the area of aging and declining populations, Germany wants to make all public and private sector websites adhere to w3C standards. The Federal Government has started activities to support this initiative. A related initiative is the inclusion of e-Government strategies in the Federal Action Plan iD2010 for the disabled people in Germany. Germany has implemented new laws on e-commerce and cyber defense, and an even firmer legal foundation for the country’s cyber environment has been put into place. The application of blogs to indirectly influence the government also shows its

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open posture and solicitation of public opinion. Finally, from its integrated strategy on e-government, we can conclude that Germany is not only performing well, but aiming towards even more ambitious e-Government achievements in the future.

Hong Kong 1

E-Government Status by Indicators

A. Management Optimization Hong Kong’s Digital 21 Strategy is the blueprint for the development of information and communications technology (ICT) in Hong Kong. It is updated regularly to take into account technological advancement and changing needs of the society. Two administrative applications have been established, one is the e-Payroll & Benefits System established by the HK Treasury via which users can make online enquiry on their general payroll, personal, appointment, payment-related and housing benefit information. The other one is the e-Leave System provided by the Civil Service Bureau which is to support leave applications and the associated processing, recording and monitoring of leave taken by civil servants The Hong Kong Government will also be adopting the Cloud Computing model to meet rising public demands and community expectations on e-government services and reap the benefits of emerging technologies. B. National Portal As for a national portal, the HKG launched a new portal (http://www.gov.hk) in 2008, which is no longer in cooperation with a private company but operated solely by the HKG itself. The new portal provides many kinds of services to not only citizens but also enterprises and foreigners. Generally speaking, it has an excellent navigation function, and an easy to understand interface. In the portal, there are three languages options; English, simplified Chinese, and traditional Chinese. Almost all web pages and documents can be found in these three language options. However, it is surprising to find that mobile version and accessible version started this year. Through mobile version people could read text only versions which can match various screen size. And an accessible version which provides several tools like non-text content, audio-only, video-only, no keyboard trap㸪is convenient for all the people including disables. In addition, HKG organized the Web Accessibility Recognition Scheme to show appreciation to businesses and organizations that have made their websites accessible, with an aim to encourage adoption of web accessibility to facilitate access to online information and services by all segments of the community including persons with disabilities. C. CIO in Government The HKG established the OGCIO in 2004. Mr. Daniel Lai has assumed the role of OGCIO from 2012. And there are two Deputy Government Chief Information Officers (DGCIO) who support OGCIO in daily work. The DGCIO is responsible for two major areas of responsibilities: Policy & customer Service, and Consulting & Operations. The main task of OGCIO is to provide leadership for the development of ICT within and

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outside the Government. In Hong Kong, while many universities provide CIO related courses, but there are few CIO related organizations in academia and the private sector. Headed by the Government Chief Information Officer (GCIO), the OGCIO provides a single focal point with responsibility for ICT policies, strategies, programmes and measures under our Digital 21 Strategy, in addition to providing information technology (IT) services and support within the Government. OGCIO is playing an important role under the Digital21 Strategy in five action areas: 1.Facilitating a digital economy; 2.Promoting innovation and technology; 3.Developing Hong Kong as a hub for technology and trade; 4.Development of the next generation of e-government services; 5.Fostering a digital inclusive Society. D. Required Interface The Electronic Transactions Ordinance was enacted in 2000 and updated in 2004. It was the foundation of e-applications, which allowed HKG to develop further e-services for users. So far, HKG has established e-Tax, e-Payment, and consular services at the transactional level; e-Tender and civil registration services at two-way interactions level, while social security and labor related services allow downloading of documentation. All e-services in Hong Kong are interactive and doing by two way transaction or dynamic website. E. E-Government Promotion OGCIO plays the main role in enabling e-government promotion, such as in producing video material and pamphlets for example. Moreover, the Digital 21 Strategy Advisory Committee is the main supporter for the Digital 21 Strategy, while the Commerce and Economic Bureau provides the budget for e-government implementation and promotion; 4.5 billion HKD in 2008 for example. As for an assessment mechanism, the HKG established an e-Government Steering Committee to assess the performance of the e-government program. F. E-Participation Hong Kong is highly ranked in terms of the e-Participation indicator. In the Hong Kong national portal, there are many kinds of online services, not only for citizens, but also for business and foreigners. It is also really easy to navigate and find information in the portal. This also acts as a one-stop service center for citizens. The HK portal uses web 2.0 technologies such as RSS, online forums and blogs to facilitate communication between citizens and Government. In the portal there is also information about how the Government takes the opinions of citizens in decisions making processes. G. Open Government Data The Code on Access to Information states that the government exists to serve the community well within available resources. 78 To this end, it recognizes the need for the community to be well informed about the Government, the services it provides and the basis for policies and decisions that affect individuals and the community as a whole. This Code defines the scope of information that will be provided, sets out how the 78

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information will be made available either routinely or in response to a request, and lays down procedures governing its prompt release. H. Cyber Security The Hong Kong police launched Cyber Security Center on December 7, 2012, in order to boost Hong Kong’s Internet security. The center provides round-the-clock services under the bureau’s Technology Crime Division. The center will strengthen co-ordination between Police, government departments, and local and overseas stakeholders when major information systems come under attack. The center will analyse intelligence related to cyber-attacks and act if necessary. It will conduct network security validations and research to help detect and prevent technology crime. Operators of major cyber infrastructure have been accepting police monitoring and protection on a voluntary basis. Police evaluate and advise them on the security required for their information systems. If a system comes under attack, Police can help the operator resume normal service, trace the hacking source, and warn other operators to launch contingency plans. The cyber-security portal website tells citizens about how to protect private information and other security problems. 79

2

Trends

The Hong Kong Special Administrative Region Government will incrementally adopt the cloud-computing model to deliver its e-services and information. They are going to establish a Government Cloud environment progressively over the next few years for supporting a range of business applications with government-wide utility. The aim is to bring about overall improvement opportunities for operation efficiency, customer services, as well as reducing effort, time and risks in the implementation of IT systems. In order to promote the development of e-government, the Hong Kong government will continue to launch a series of effective measures, mainly including: 1: Clear and define the direction of e-government; 2: Improve the utilization and profit; 3: Promote the user participation; 4: Promote all circles of society to use ICT through e-governance; 5: Drive process reorganization and transformation of e-service.

Iceland 1. E-Government Status by Indicators A. Management Optimization Iceland’s current e-government development strategy is a critical component of the Iceland 2020 initiative, and it is based in large part on the previous Icelandic Government Policy on Information Society 2008-2012.80 The goal of this initiative is to place Iceland within the top ten countries in the United Nation’s e-Government 79

http://www.cybersecurity.hk/sc/index.php E-Government in Iceland, April 2014 (https://joinup.ec.europa.eu/sites/default/files/a1/3f/8d/eGov%20in%20IS%20-%20Apr il%202014%20-%20v.11.0.pdf), 12. 80

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Development Index (it ranked 19th in 2014).81 B. National Portal Iceland’s national portal is located at www.island.is. From this portal, citizens can receive news and information, access a wide array of e-services, sign or post petitions, access public data, find local government websites, and more. The site is available in both Icelandic and English (though the English version is limited). From this portal, citizens can sign up or login to My Pages, which allows citizens and business to “easily find personalized information from public sources.” 82 The portal has a simple front-end user interface, but provides an array of information, forms and services. 83 Iceland’s government portal, www.government.is, provides information, news, and resources, including links to each ministry. Visitors from around the world can access information about how the government is structured, biographies and contact information for various officials, and past publication from each office and ministry. 84 There is also a separate portal for foreigners, http://www.iceland.is/. This portal is presented in English, and contains information about travel and tourism in Iceland, investment opportunities, arts and culture, and the latest news and events.85 C. CIO in Government While Iceland does not have a specific CIO position, the Ministry of the Interior is responsible for e-government development. Ólöf Nordal began serving as the Minister of the Interior on December 4th, 2014, so she currently has oversight over the development of ICT infrastructure and e-services.86 D. Online Services Icelandic citizens have had the option of submitting their annual income tax declarations electronically since 1999. Citizens can also calculate their future pension payments, and access personalized accounts pertaining to social security, and health insurance benefits at the portal www.tr.is. Citizens can also apply for unemployment benefits, passports, driver’s licenses, and other documents entirely online. Businesses also have a wealth of online services available to them, including various tax and employee contribution declarations, customs’ declarations, and procurement services. Many of these e-services can be completed entirely online. Others provide forms and information on how to complete the process. E. E-Government Promotion The government of Iceland has laid out several important goals and policies to promote the use and development of e-government. Some key goals are to become an ‘e-Nation’ that offers one-stop online service for all citizens and businesses. They also plan to increase efficiency and eventually become a world leader in 81

UN 2014 Report. http://unpan3.un.org/egovkb/en-us/Data/Country-Information/id/76-Iceland 82 https://www.island.is/en/my-pages/ 83 https://www.island.is/ 84 http://www.government.is/ 85 http://www.iceland.is/ 86 http://eng.innanrikisraduneyti.is/minister/about-the-minister

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e-government.87 Iceland also has a deep legal framework on e-government and open information issues, especially since the 2012 passage of its new Information Act, which outlined the public’s right to governmental data and the government’s responsibility to provide it in a timely manner. 88 Iceland also has laws in place regarding digital privacy, e-commerce, and e-procurement.89 90 91 F. E-Participation Iceland has improved markedly in this category over the past few years, moving from 135th in 2010 to 65th in 2014 in the United Nations’ E-Participation Index Ranking.92 The Iceland 2020 Initiative aims to place within the top ten by 2020 in this ranking. The Icelandic government continues to promote use of its e-services to increase efficiency and reduce costs. As of April 2014, “over 90 % of Iceland’s individual taxpayers file electronically.”93 G. Open Government/data Accessible directly from its main government portal, Iceland’s open government database (http://www.opingogn.is/) provides data collections and packages from several government ministries and offices. Geographic, economic, and statistical data packages are publicly available through this portal, with more data sets added on a regular basis.94 H. Cyber Security Iceland’s Skilriki service (http://skilriki.is/) allows citizens and businesses to create personalized electronic certificates to provide secure authentication and signatures. Authentication can be set up to use a card, or a mobile phone for validation. Citizens and businesses can also apply for an IceKey—a password directly linked to the official identification number of an Icelandic citizen or legal entity—which adds an additional layer of security to online transactions. 95

2. Trends The Republic of Iceland’s economy was devastated by the 2008 economic crisis, but it has since had a better-than-average recovery. Similarly, it has made great strides in the past few years to improve its e-government services and infrastructure, and it has become one of the top-performers in Europe by many measures. The government has also been using tools like social media in innovative ways. In 2012, for example, the government created accounts on social media sites like Facebook or Twitter to solicit

87 88 89 90 91 92 93 94 95

European Commission, E-Government in Iceland 2014 Report, 12. http://eng.forsaetisraduneyti.is/media/English/information-act-no-140-2012.pdf http://www.personuvernd.is/information-in-english/greinar/nr/438 http://eng.atvinnuvegaraduneyti.is/laws-and-regulations/nr/nr/7431 http://eng.fjarmalaraduneyti.is/legislation/nr/612 http://unpan3.un.org/egovkb/en-us/Data/Country-Information/id/76-Iceland European Commission, E-Government in Iceland 2014 Report, 26. http://www.opingogn.is/ https://www.island.is/en/icekey---e-certificate/about-icekey/

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feedback for the world’s first ‘crowdsourced’ constitution.96 While the constitution was never formally adopted, this effort represented Iceland’s approach to engaging its citizens and utilizing new platforms in unique ways. The Icelandic government will need to redouble its efforts if it wishes to reach its goal of becoming a top-ten e-government and e-participation country by 2020.

India 1

E-Government Status by Indicators

A. Management Optimization In India the Department of Information Technology (DIT) is responsible for the implementation of the National e-Government Plan. The NeGP consists of 31 Mission Mode Projects (MMPS) including 9 central MMPs, 11 state MMPs and 7 integrated MMPs, which connect with different departments. The main goal of the plan is to make government services available to the citizens with the help of service delivery outlet. The government also implements a Citizen Framework for e-Governance Project called State Wide Area Network (SWANs) that cover 29 states and 6 union territories (UTs) using VSAT technology. The bandwidth provisioning for network connectivity between all the above PoPs is a minimum of 2 Mbps. The National e-Governance Service Delivery Gateway (NSDG) is a main router of information for back –end department and fort – end department services access providers as well as Common Services Centers established in different strategic locations (Department of Information Technology India, 2014). B. National Portal The National Portal of India was developed with the objective to enable a single window access to information and services being provided by the various Indian Government entities. (7)With this view, ‘india.gov.in’, the National Portal of India has been designed, developed and hosted by National Informatics Centre (NIC). The Portal has been developed as a Mission Mode Project under the National E-Governance Plan (NEGP) of the Department of Information Technology, Government of India. The objective behind the Portal is to provide a single window access to the information and services being provided by the Indian Government. The portal provides a unified interface to over 67.000 Indian Government websites and acts as a logical front-end to the e-government initiatives under various Central/State/UT governments’ schemes and programmes. It caters to a wide range of audience and stakeholders from common citizens, government departments and corporate sector to NRIs, national and international media and general public across the world. It is accessible by disable people and users of handheld devices. As a part of the Content Management Strategy, National Portal Coordinators (NPCs) have been nominated from both 66 Central Ministries/Departments and 35 96

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State Government, who are responsible for the content development, compilation and maintenance (DEITY, 2014). C. CIO in Government There are no specific laws or mandates for CIO positions in India. However, they have a Minister of the Department of Electronic and Information Technology (DEITy) whose function is similar to a CIO at the national level. The DIT is responsible for creating policy guidelines and standards, technical support, capacity building and research and development which is critical for the successful implementation of various e-governance projects (DEITY, 2014). D. Online Services

Among

five

investigated

online

services,

e-procurement

(eprocure.gov.in/epublish/app), e-tax (www.incometaxindia.gov.in), and e-customs (https://www.icegate.gov.in/) are the better than the rest two online services. These three online services provided the citizen the two way interaction with government. The service is equipped with e-payment. E-procurement portal of India is managed by Department of Expenditure. All suppliers who want to participate in a government procurement should register using the portal. The portal provides the suppliers with the ability to post their products thus creating a centralized catalogue for reducing price gap among the similar goods or services. E-tax system offers various services related to taxation for the citizens including business enterprises. There are full set of tax documents that could be downloaded by citizens. The website also provide with the guidance about how to filling in the documents. E-Customs India offers the facilities to monitor the process of trading from checking the document to releasing the goods. The trader could predict the time needed for these processes. This enables the trader to minimize the cost thus reducing illegal payment in the customs processes. The registration process still requires the importer or exporter to physically visit the customs office at initial registration. The further process and communication are delivered by mean of email. Unless all registration requirements are fulfilled, the trader should visit the office again. One stop service is provided through India National Portal in the form of link to the external site. The service offers various downloadable documents and forms. The online service in India is still very low although India is a well-known country with its excellent human resource on Information System development. E. E-Government Promotion In order to improve the quality of life and to provide government service via electronic media the Government of India made a NeGP (National e-Governance Plan) at the central, state and local levels, and the cost of this plan for over five years is Rs. 23,000 core. They also adopted an integrated approach to make that the e-Government plan will be successfully implemented within the specific time. DEITY serves as the Secretariat to the Apex Committee head by the Cabinet Secretary is assisting the Committee in managing and monitoring project implementation. The DEITY has also set up a Program Management Unit comprising of personal from the Government and professional from the private sector that support the Department in performing this task (DEITY, 2014).

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F. E-Participation India national portal web online services are separated and clearly distinguished between services for government and services for citizens like services RSS feeds and online services for citizens. A significant portion of the content on the portal is available in Hindi language, apart from English. The navigation interface of all the sections in the Portal is available in Hindi as well and the process of making the same available in regional languages of India is also underway. It provides comprehensive, accurate and reliable and one stop source of information about India and information ranging from health, education, housing and employment to travel, law & order and finances. A variety of citizen services being provided by the Government across sectors and states/UTs will also be accessible from the Portal. Online access to government services right from obtaining licenses & certificates to filing tax returns, from applying for a passport/ visa to getting the name included in electoral rolls and from registering a company to booking a train ticket on the net all shall be available on the portal. G. Cyber Security India’s IT Act sets out legal rule for the electronic documents or messages into evidence. It covers Digital Signature; Electronic Governance; Attribution, Acknowledge and Dispatch of Electronic Records; Secure Electronic Records and Secure Digital Signatures; Regulation of Certifying Authorities; Digital Signature Certificates; Duties of Subscribers; Penalties and Adjudication; The Cyber Regulations; and Network Service Providers. In order to countermeasure the threat to information security, government had set up Information Security Task Force (ITSF). This task force is an inter-departmental cooperation with National Security Agency as the nodal agency. In line with ISTF recommendations, government has taken the following initiatives; - Establishing Indian Computer Emergency Response Team (In-CERT) - Setting up PKI Infrastructure - Collaboration in R&D Activities between academia and public sector institution. - Developing Information Security Policy Framework. - Launching a nation-wide Information Security Education and Awareness Program. H. Open Data India has a comprehensive Open Data Portal on http://data.gov.in. The content is supplied by 85 departments. It has 3423 catalogues available for public to access and reuse. The data can be downloaded in many popular file types such as excel (xls), csv, or pdf. The access is considered fast and the interface is clean.

2

Trend

The Indian government has steadily evolved from the computerization of government departments to initiatives that encapsulate the finer points of governance, such as citizen centricity, service orientation and transparency. Lessons from previous e-Governance initiatives have played an important role in shaping the progressive e-Governance strategy of the country. Due cognizance has been taken of the notion that to speed up e-Governance implementation across the various arms of Government at

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National, State, and Local levels, a program approach needs to be adopted, guided by common vision and strategy. This approach has the potential of enabling huge savings in costs through sharing of core and support infrastructure, enabling interoperability through standards, and of presenting a seamless view of Government to citizens.

Indonesia 1. E-Government Status by Indicators A. Management Optimization In 2014, the Indonesian government has launched Indonesian Broadband Plan (IBP) 2014-2019. The main topic of the IBP is the improvement of high speed internet connection for increasing state competitiveness and quality of life. The IBP is ratified by Presidential Regulation No. 96/2014. The IBP sets not only the broadband infrastructure development strategy but also the government integration. There are five priority of application that is addressed for running on top of the broadband infrastructure; e-Government, e-Health, e-Learning, e-Logistic, and e-Procurement97. Currently, the new national regulation on e-government for replacing the President Instruction No. 3/2003 is still under discussion between government and parliament98. B. National Portal The National Portal of the Republic of Indonesia (www.indonesia.go.id) is the gateway to every institution related to the Indonesian governments. The portal also connects users to Social media and blogging site as well as there is customization feature that you can receive update mail notification. However, this portal is considered as a simple one and it requires improvements in many areas, including user-friendliness and accessibility features for the disabled people. The portal, which is available both in English and Indonesian, only provides standard information. The portal gathers all the necessary information on central and local Government authorities in one location, ensuring remote and free access to up-to-date information and services of the Public Administration bodies, electronic transactions included. Indonesia has been using Web 2.0 technology. C. CIOs in Government Much information related to CIO in Indonesia Government could not be found in English. For example, there is no English information about CIO Mandate in Indonesia. In general, however, the CIO function in the government is mandated to and assumed by the Ministry of Communication and Information. The CIO is appointed at national level and bureau level. Ministry of ICT actively presents CIO Training for government officer. Not only does the Ministry of ICT offer the CIO in house training. It also makes a cooperation 97

http://www.bappenas.go.id/index.php?cID=4848 http://e27.co/indonesia-partners-with-south-korea-to-implement-e-government-20141 126/ 98

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with ten universities for establishing a Master Degree on CIO. Since 2013, there have been 542 government officers taking the CIO training program conducted by the Ministry of ICT. 99 In addition, there are some ICT human resources centers in universities, Vendor Training Center and Private Training Center in collaboration with the Ministry of ICT. ASEAN Chief Information Officer (CIO) Forum 2013 was held in Indonesia in 10 June 2013. It is an essential forum for greeting the ASEAN integration 2015 and as effective organization among the members100. D. Online Services The Indonesian government has developed Indonesia National Single Windows that connect the industry with three ministries related to the export and import activities. The portal www.insw.go.id has been launched by President and Minister of Finance Indonesia. In addition to www.insw.go.id, Ministry of Transportation had launched Indonesia Port Information System; www.inaportnet.com to provide the public with the information of port activities such as the freight in and out of the vessel at the sea port. Indonesia has developed www.pajak.go.id to create the channel for taxpayer to register and report their tax online. However, the portal does not provide the e-payment service. As for e-procurement, Indonesian government has released national e-procurement portal; www.lkpp.go.id. Through the portal, the process of bid planning and bid announcement can be executed transparent to all bidders. However, this portal only covers the process of bidding including the aanwidzing process. The execution of the bidding by the winner is out of the scope of this portal. Due to the complexity of citizen authorization process and unreliable communication channel, the implementation of one-stop service is still left behind the previous services. One-stop service in Indonesia is still on the stage of Information Provider. In addition to one-stop service, e-health is also still under discussion. Ministry of Health is the project owner for e-health. E. E-Government Promotion There is neither a specific law nor regulation specifically addressed to promote e-government. However, all ministries are required to modernize their service using ICT along with the spirit of Bureaucratic Reform. Ministry of ICT and the Agency for Assessment and Application of Technology (BPPT) periodically deliver special e-government course for IT Personnel from local government. In addition to that, Bandung Institute of Technology holds a yearly event called e-Indonesia Initiatives. F. E-Participation The national portal www.indonesia.go.id is a gateway that connects to every institution related to Indonesian government. The portal provides basic information about policies, legislation and also the budget. Despite of the simplicity of the national portal, this year we have seen some improvement in e-Participation. Notably, some 99

http://kominfo.go.id/index.php/content/detail/3693/Kominfo+Kerjasama+Dengan+10 +Universitas+untuk+Program+Studi+CIO/0/berita_satker#.VJw7vSYFDw 100 http://www.aseancioforum.com/

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governmental bodies have started to implement online surveys or online pools and complain box. The portal's target audience is made of: Indonesian citizens; foreigners living in the Indonesia Republic; entrepreneurs and businesses; public authorities. As for the flagship in e-Participation, Presidential Task Force on Development Control and Monitoring (UKP4) has launched www.lapor.ukp4.go.id, a portal for gathering public aspiration and report. In addition, this system could be considered as a national whistleblowing system that can be used by public to report any misconducts behavior from government officers. The Indonesian government and ICT companies provide e-information to providing e-consultation services, forms, articles and resources about trends and issues relating to citizens participation in government democratic processes using the Internet, mobile and communications. G. Cyber Security The Indonesian government released The Information and Electronic Transaction Act (UU ITE No. 11/2008). The act becomes a basic legal framework for formulating regulations and policies concerning information security. There are still outstanding draft of Cyber-related law that is holding on parliament for further discussion and approval. They are Information Technology Crime Act and Multimedia Convergence Act. H. Open Data In 2012, the President of The Republic of Indonesia announced the urgency of implementing the Open Data. It is important to extend the coverage of public services. Some government institutions have participated in the Open Data initiatives by providing information to the public for their own interest such as research, policy analysis, and individual needs.

2. Trends E-government in Indonesia is developing gradually. E-Government is considered to be an important service to provide to the citizens at large. Some improvements were shown as a result of the dedication of the government to the development of the e-Government. Challenges to the expansion of e-Government involve restricted budget and funding, limited qualified human resources, limited infrastructure and the low awareness and concerns of the local leaders. One challenge is the Indonesia Republic has one of the most rapidly ageing populations in world and the Ageing is still not in a priority. There is a lack of co-ordination among governmental bodies and institutions, which must be addressed. Though some government websites show great promise, many are still built from siloes, agency centric perspective, with insufficient focus on developing websites and portals that are integrated, user friendly and consumer centric with Indonesia.

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Israel 1

E-Government status by indicators

A Management Optimization E-government projects in Israel began as early as 1997 with the governmental Internet committee, the Tehila and Shoham (governmental payment services), Merkava (ERP system to government offices) and Tamar (public key infrastructure). In terms of e-Government, Israel is an advanced country within the region. E-government in Israel is well matured and widely used in administration implemented using the five Layer model of e-Government. The overall e-government strategy places enhanced information access and integration, based on the Merkava concept, at the core. A strategic solution enabling the government as a whole to perfectly harness information and knowledge resources in order to achieve an order of magnitude improvements in effectiveness, efficiency and service delivery . B National Portal The Israel government portal http://www.gov.il/firstgov/ is part of the e-Government project; its goal is to improve and reinforce ties and communication between citizens and government institutions. The portal is the single gateway to all the governmental ministries and services on the Internet. The portal provides the entire range of services and information supplied by the government to citizens of the state Citizens can access information on government services in several ways: by target audience, topics and life events. Citizens can also use the portal’s electronic identity management feature ‘My Gov.’ to filter content that interests them and to access the full range of online government services and make online payments. The website presents information in five major categories: Ministries and Authorities (Information from the websites of Government Ministries), Guides (Information tailored to key target audiences such as tourists, students, immigrants, and investors), Subjects (Information regarding historic events of the state), Forms and Payments. It also has column with links to the gov.il forum, the tourism website and about Israel; and provides weather and exchange rate information for citizens. Despite the availability of the website in Hebrew, English and Arabic; mobile services, SNS and blog features are only available on the Hebrew website which is also richer in contents than the other language websites. The website also updates information about governmental activities and new e-government initiatives. C CIOs in government Israeli public administration has appointed the first government CIO in 2012 after creating the CIO titled position under the Ministry of Finance. There was an initiative in the government to appoint CIOs in the government starting from 2012. The Ministry of Finance coordinates a sophisticated initiative for e-government, which integrates all ministries, and is establishing highly developed services for citizens. The E-government Department under the Ministry of Finance is in charge of e-government implementation and coordination. However, there is no CIO related education in the Israel’s current education system. On the other hand, there is significant number of CIOs and CIO positions within the private sector in the country.

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D.

Online Services E-signature Law, Data Communication Law and Anti-spam Law are considered as basic legal framework for interface applications. The Israeli government is currently providing a comprehensive e-commerce services including e-tender, e-tax, and e-payment services at transactional level. E-voting system was tested in some areas but security issues and some flaws in the implementation process hindered the full take-up. Other e-services allow users to download forms such as Consular Services, Civil Registration Services, and Social Security Services. E. E-Government promotion As far as specific e-government promotion measure is concerned, the Israel government has directed all government ministries, through the Accountant General (responsible for e-government practices), to include the www.gov.il portal logo and URL in any official publication (such as documents, envelopes, payment vouchers, etc.). The Government of Israel has adopted and promoted the policy of open government, and has joined the International Open Government Partnership, which also promotes Open Government Policy. The goal of an open government is to empower the individual, the society and the state on the basis of three fundamental principles: Transparency through active reporting to the public, citizen participation and Accountability. Because e-government has become an integral part of public sector transformation nowadays. D E-participation The Government of Israel is committed to freedom of information, and to promoting transparency and accessibility to data and information produced in the public sector. Now Israel is one of the figurehead countries which promote online public involvement. Most of public information such as elected officials, legislation, national budget information, etc. of Israeli government is available online. In Israeli government’s websites, sharing, tagging and SNS tools such as Facebook, Twitter, YouTube, Flicks, etc. are widely adopted. Both Prime Minister and President of Israel have their own websites which provide feedback functions to communicate with citizens. E Open Government/data Open Government Policy—as it has developed throughout the Western world in recent years—aims to harness new technologies to improve communication between the government and its citizens. It also aims to correctly utilize and exploit the information that is at the disposal of the government, in order to bring about social and economic benefits. This policy paper proposes a model for the successful implementation of Open Government Policy in Israel. In advancing the principles of transparency, making information accessible to the public, and public participation, the primary advantage of the digital age is an ability to supervise the actions of government. Another advantage is that an increased level of accessibility to data in different fields leads to public and economic benefits and encourages development and initiatives. In addition, it goes without saying that public participation is an excellent tool for actualizing the concept of the “wisdom of the crowd” (the collective perception of a group of people, who are not necessarily

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experts). The Open Government Policy recommended here is based on three complementary principles: (i) Transparency and making government information accessible. (2) Public participation in the decision-making processes of government ͒ authorities. (3) Cooperation between the different branches of government through ͒standardization of the information interfaces. F Cyber Security The Government of Israel was among the first to identify the strategic threat emanating from cyber-attacks against critical infrastructure. Israeli Prime Minister Binyamin Netanyahu designated the southern metropolitan area of Beer Sheva, as an international cyber center. All of governmental and military institutions which address the cyber threat will be transferred to city of Beer Sheva. Israel also acceded to the Budapest Cybercrime Convention in 2013. The government will continue to support other cooperation mechanisms that contribute to harmonizing cyber defense tools. In Israel they believe that cyber is not just a threat, but rather an opportunity for creative thought and economic growth. As the reliance on the internet and the virtual realm increases, the need for cyber defense will only grow.

2

Trends

In recent days, Israel has stepped forward in e-government services and joined the top 20 countries according to the United Nations. The strong dedication to providing its citizens with transparency and citizen participation in government has helped Israel advance to join top leaders in e-government. Israel is a more advanced country in e-government development compare to others in Western Asia. In the next years, the Israel government intends to focus on personalization government portal for Israeli citizens (my.gov.il); deployment of Smart-ID card for all citizens; developing new cross-government applications; develop infrastructure for cellular e-Gov; deploying Digital Signature in all government forms and upgrade all government websites with web 2.0 tools.

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Italy 1

E-Government Status by Indicators

A. Management Optimization Since June 2012, the former e-Government agency (DigitPA - the Department for Digitization and Innovation and the Agency for the Promotion of Technology Innovation) has been replaced by the Agency for Digital Italy. This is the government agency responsible for the implementation of the Italian Digital Agenda under the surveillance of the Presidency of the Council of Ministers. The Agency for Digital Italy101 has issued national guidelines for the enhancement of public information. This “Italian Digital Agenda” guideline provides operational guidance for Italian public administrations towards the implementation process of the national strategy for improving public information assets. Among other topics, organizational and operational schemes are proposed, technical standards and best practices are highlighted and cost and licensing aspects are considered. B. National Portal The www.governo.it government portal provides a gateway for users to access government information easily, and it is divided into four sections: “The Government”, “Government Actions”, “Government Information” and “Follow us”. It also offers an RSS function which is easily navigable, user-friendly and easily accessible. In the “Government Actions” section, there is information on the measures approved by the Council of Ministers in the government. The portal also provides several media contents including videos, audio and photo galleries. There are also help functions to guide users’ browsing experiences. The portal also indicates the current location of pages to help user identify their current location. The main aim of the portal is to simplify routine relations between the government and citizens. It also offers a selection of public websites containing information in English. C. CIO in Government There is no dedicated CIO post. There are no specific laws or mandates for CIO positions in Italy. But the CIO concept has been mentioned in the public administration of Italy, and is seen at local level. The Minister of Education, University and Research is the main figure responsible for making strategic management of information technology. The implementation of national e-Government initiatives is ensured by the responsible agency, namely the National Agency for Digital Administration (CNIPA) and the relevant Central Government Departments. D. Online Services "Cliclavoro"102 the e-Government portal for employment, went live in October 2010. It is the portal of the Ministry of Labour and Social Policies designed to promote and improve the intermediation between the supply and demand of labor and the interaction among business, education, training and social systems. The portal has a section on job opportunities in the public sector, the database of those benefiting from 101 102

http://www.agid.gov.it/en/agency http://www.cliclavoro.gov.it/

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income support, and an information and communication area. E. E-Government Promotion From February 2014, documents sent between municipalities on electoral and civil status matters and population register certificates, as well as the communications sent to municipalities by notaries relating to marital agreements, must be exclusively sent via electronic means. The decree implements the rules laid out by the decree law “Simplify Italy”, in accordance with the provisions of the Digital Administration Code. It requires that communications and transmissions between municipalities stated above should be carried out only through collaborative applications or by means of Certified Electronic Mail. F. E-Participation Having web forums to enable citizens to participate in e-discussions is one of the remarkable functions that central and local Italian government is seeking to deploy at length. There is portal what the platform facilitates the use of three main tools for public eProcurement: electronic shops, online auctions and an electronic marketplace (MEPA). Furthermore, the platform provides information on eProcurement activities, as well as newsletters and best practice cases. And Polls delivered via the national portal allow citizens to express their views on topics raised by some administrators. Generally speaking Italy has a certain level of understanding of e-participation in decision-making policies. G. Open Government/data The “dati.gov.it” is e-Government portal for open data that is promoted by the Ministry for Public Administration and Innovation in order to enable the access to the data of all the Italian authorities, both at the national and local level. It contains links and descriptions for about 150 public databases, made available by the Public Administrations. The data available any citizen intending to use it to develop applications for analysis or study purposes, in a complete, quick and accessible to all format. H. Cyber Security In Italy, the information system for the security of the republic (Sistema di informazione per la sicurezza della Repubblica)103 is the set of organs and authorities that have the task of ensuring the information activities in order to safeguard the Republic from the dangers and threats both from within and from exterior. It consists of a complex of organs and authorities who have the task of ensuring the activities of information security.

2

Trends

The SMARTiP project focuses on the challenge of transforming public services by empowering ‘smart citizens’, who are able to use and co-produce innovative Internet-enabled services within emerging ‘smart’ cities. This project is focused on three major areas: 1) Smart engagement 2) Smart environment 3) Smart mobility. Italy recently launched an advance mobile application for people with rheumatoid arthritis, 103

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called the Rheumatoid Arthritis App. Electronic health records will also be implemented in all of Italy's autonomous regions and provinces by December 2013, with digital prescriptions introduced in the country subsequently. Furthermore, in a country burdened by paperwork, the new decree opens up the possibility of registering births and deaths, and payments to public administrations online, through a simplified system.

Japan 1

E-Government status by Indicators

A. Management Optimization As of 2011, most of the 87-optimization target areas are in the implementation phase. IT Headquarter started “The most advanced IT Nation” Strategy to implement e-government as the priority area productivity and efficiency. B. National Portal The national government’s “e-Gov” portal site (http://www.e-gov.go.jp) provides the overall information gathered from the portals run by each ministry. Citizens can get sufficient information once they access to the “e-Gov” portal. Prime Minister office is handling it as well as Ministry of Internal Affairs and Communication maintains the framework of the “e-Gov”. A system called e-Application System is used within the e-Gov portal enabling multiple administrative procedures, including applications and reports, to be accepted through this single Internet gateway. This system integrates the Japanese ministries to be able to offer effective one-stop services. For those who are not familiar with the portal, it is possible to contact the “e-Government Customer Support Centre” to understand the full usage of this tool. However, some ministers are not yet fully integrated. C. CIO in Government Each central ministry has a CIO who is appointed among senior staff within the ministry (mainly Director General of administration) and an assistant CIO who is an expert recruited externally. Federal CIO Council composed of Ministry CIOs has the authority to decide many rules on in-house ICT installation and online services. The percentage of CIO appointments at the prefecture level is 90% and 85% is at the city level in 2014.The government established a Government CIO as a core of all Ministry CIOs in November 2012. Mr.Endoh, EVP of Ricoh was appointed to the 1 st government CIO and has worked very efficiently with Federal CIO council D. Online Services Online application systems such as e-Tax, e-Payment, and social security services provide transactional operations (covering all the service processes including requests, payments, decisions, and delivery). There are many various online services by e-government, but the issue is the usability of services. The IT Strategic Headquarters has examined all services on usability issues whether the service should be improved or

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ended. Now they reduced the numbers of online services. But, still the number of online services as well as government budgets on e-government activities is one of the largest countries in the world. According to MIC E. E-Government Promotion There are four organizations behind promotion of e-Government in Japan. Namely: The e-Government Evaluation Committee; the Government Promotion and Management Office of IT Policy Office of Cabinet Secretariat, the Administrative Management Bureau of the Ministry of Internal Affairs and Communications; and the Program Management Offices (PMO). They are responsible for creating a new set of priority policies every year to identify crucial issues that must be solved during short-term time and also analyze its contribution to the long-term benefits. The national IT strategies and the frameworks of action plans are developed by the IT Strategic Headquarters. It has subordinate organs, which include the CIO Council consisting of all the CIOs and their assistants in each Ministry. MIC created the National e-government promotion council and has made various PR activities. F. E-Participation The Japanese Government adopted the Social Security and Tax number system (My number) in 2016. This system will need e-participation by all Japanese citizens and companies to develop efficiency in administration and enhance public convenient. Other area for e-participation is to support daily living for handicapped, aging and weak women on e-government G. Open Government/data In October, 2013, Open data charter action plan was announced. Open data has become one of Central topics of IT policy in Japan. The trial version of data catalogue site that provide guidance to and allow for cross-sectional searching of government, and releasing data on priority fields such as (1) Geospatial information, (2) Disaster prevention and response information, (3) Procurement information, (4) Statistical data. According to "Open Government Data Strategy", Full-scale operation of data catalogue sites was planned on begin in the FY2014, and achieving public disclosures at the world’s leading level by the end of FY2015. At the begin of January 2014, "data.go.jp" has 9,409 dataset that include of "Budget/Accounting/ Procurement", "Statistics", "Disaster prevention & response information", "White Paper (Annual report)", "Geospatial information", and etc. The date category is grouped by data of each ministry, and has other tag that can search easy. METI and other ministries have made great steps forward in this area including homepages on Open data trial to the public. H. Cyber Security Japan boasts the world’s highest level of telecommunications infrastructure. The increased use and application of information and communication technology means, the Japanese government successively prepared and revised strategies, annual plans, sector-specific policies and other measures in pursuit of ensuring cyber security, and, based on these strategies and measures, forged cooperation among industry, academia and government stakeholders in addressing these challenges. Japan is dedicated to utilize these extensive experience and knowledge in promoting international

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cooperation. Japan has adopted a range of information security measures with due consideration given to the viewpoints of the nation and users, based on the “Information Security Strategy for Protecting the Nation” (May 2010) and its annual plan, “Information Security 2010” and “Information Security 2011”. In June 2013 the Japan Revitalization Strategy and the Cyber security Strategy which were developed, and summarizes Japan’s basic policy and its priority areas for international cooperation and mutual assistance in the field of cyber security, so that it can be presented as a package to the stakeholders both in Japan and overseas. Japan will promote initiatives for international cooperation and mutual assistance in cyber security based on this strategy under the common understanding shared among all domestic stakeholders including those from industries, academia and the government. The just renamed National Centre of Incident Readiness and Strategy for Cyber security serves as the secretariat for Japanese government’s cyber-security strategy headquarters

2

Trends

E-Government The government has steadily made efforts to expand the utilization of online services as a main part of the e-Government initiative since 1999. In 2005, online applications at the national level covered 96% of all the administrative procedures. The use of this online application was 70% in 2014. To enhance e-Government, the government is making a new action plan to improve online applications for the further promotion of their use. New IT Reform Strategy to [Creation of the world most advanced IT nation] The IT Strategic Headquarters announced the New IT Reform Strategy in May 2010. One of the goals of the New IT Reform Strategies is to complete IT-led reform by FY 2015 before any other country in the world. The other goal is to transform Japan into a cooperative-model IT society with the autonomy to make sustainable development with the capacity that anyone can subjectively participate in society’s activities. The e-health, e-education and e-government are the three major priorities in the plan. The IT Hqs of Abe administration announced [Creation of the world most advanced IT nation] in June 24, 2014 as a line of Abenomics for economic revitalization and growth strategy including open data policy and other applications. Updates for 2014/2015 The Abe administration has started the new growth strategy to revitalize the national economy with ICT applications. The new budget includes the investments for developing more effective e-government and ICT environment for the Japanese citizen. There are two important reports have been announced. One is [New Strategy in ICT roadmap] which was released. The report includes 30 roadmaps toward 2020 as long-term schedule. Another report is [Task Force report on IT strategy in the Healthcare field]. In that report, “My Hospital Everywhere” concept is introduced as new Japan’s Personal Health Record service. IT strategic headquarters announced “Outline of Basic Policy and Action Plan for Building IT Disaster-Management Lifeline2”. At the time of the Great East Japan Earthquake in 2011 , while conventional communication systems, such as fixed̺line phones and mobile phones, did not function, various online services utilizing the Internet, such as social network services (SNS), functioned effectively. A specific

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action plan has been established so that information technology can be utilized more effectively as a framework for disaster̺management lifelines both in normal times and when a disaster strikes. The government target is to put the action plan into practice and roadmaps in principle, beginning with items that can be realized quickly. In March 2015, Japan hosted UN world conference in Disaster Risk Reduction (UCDRR) in Sendai for 4 days, PM Abe mentioned the importance of ICT for disaster management to 5000 participants from about 200 countries.

Kazakhstan 1. E-Government Status by Indicators A. Management Optimization In 2011, the E-Government of Kazakhstan (www.egov.kz) provided 2,000 information services, 219 interactive and transaction service online, granted 917,000 e-digital signatures and 3.500 e-licenses. B. National Portal The government one-stop-shop portal www.egov.kz was launched in 2006. The portal services are available in 3 languages: Kazakh, Russian and English. According to the Transport and Communications Minister of Kazakhstan, e-Government of Kazakhstan (www.egov.kz) provides 2,000 information services, 219 interactive and transaction service online," The portal provides an on-line counselling service, allowing citizens to address any government agency concerning certain issues. Registered users may have access to a wider range of services including “Mail me” functions, common scheduling and e-mail accounts. The portal also provides information on the national e-government development program and its projects and allows access to the reports on e-government implementation results. The portal also lacks accessibility features: it doesn’t allow changing font size of the text and spacing between words, and no text vocalization is provided. More advanced content and functions such as multimedia shows, sharing, tagging, podcasts are still to be introduced but SNS feature are also introduced. C. CIO in Government Regarding the CIO, Kazakhstan doesn’t have a CIO position. Agency for Informatization and Communications (AIC), an independent regulatory authority, is responsible for coordination of e-Government program. D. Online Services The government portal http://egov.kz/ is one-stop service, it is divided for citizens and businesses, including public health, family, education, tax and human services. E-service for businesses includes business registration, licensing, e-tax, real estate. The popular e-services in Kazakhstan are payment for tax on vehicles, get the certificate of the registered legal entity, Registration of persons driving vehicles on the basis of power of attorney, except for the registration which is carried out by the Ministry of Agriculture and payment of the fee for traffic regulations violations. www.goszakup.gov.kz is a central facility for all public sector contracting

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authorities to announce procurement opportunities and award notifications. The portal was launched in the end of December 2009. It provides information about coming, accepted and current tenders and allows online submission of tenders. The website also provides comprehensive information on procurement rules and guidelines and allows viewing and downloading tender documents. E-voting which was first introduced in 2004 for parliamentary elections and used in 2005 presidential elections, voters served by polling stations with e-voting were able to choose between e-voting and paper ballot and they were checked against the paper voter list before making this choice. In spite of raised privacy and security concerns, e-voting system was used in subsequent elections. Some e-services were introduced with full transaction, but almost of them are at the level of information provision and downloading forms and will be gradually enhanced to reach transactional level in the coming years. E. E-Government Promotion Kazakhstan has recently begun to use new technology for improving work of its government as well. The governmental authorities have made great efforts to accelerate development of information society The government has put a lot of effort in reducing digital divide among the population and government employees. Public internet access points were opened all over the country in order to connect citizens to the web. Classrooms for providing computer literacy were opened in several regions to promote capacity development of public sector employees. To facilitate continues development of e-government in the country the government of Kazakhstan organizes annual international conferences called “e-Government initiatives”. In addition special national competitions are announced on an annual basis with nominations for the best web-site in the official language, best public e-service at the central and regional levels, best public managers promoting e-government, best mass media coverage of e-government project etc. Awareness surveys and opinion polls are posted on the one-stop shop portal to capture user feedback and to improve the quality of provided e-services. F. E-Participation The government of Kazakhstan has put in place an enhanced national portal, http://e.gov.kz/, which includes features that increase citizen engagement. The site has a formal online consultation section, online web conference between government officials and citizens, where the government receives feedback from its citizens on government policies and services. A schedule of citizen reception by the heads of State Bodies is also available on the website. All of the cabinet members have their own blogs in http://www.blogs.e.gov.kz/, the official government blog platform, where citizens can comment, ask questions, or send suggestions. G. Open Government/data In Kazakhstan Open government/data considerably changed the vector of ICT development in the public sector: replacement of ordinary services with electronic, twenty-four-seven access to information, services delivery on the “one contact” principle, On-line consultation services, etc. The main factors that hinder Open Government development in Kazakhstan are lack of people awareness, low level of training for IT staff, paper duplication of electronic documents, and corruption. Regarding legal framework, Kazakhstan has law on privacy and data protection,

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law on administrative procedures and, law on ombudsman institutions. The government has strategy on Open data H. Cyber Security The Kazakh Ministry of Communication and Information controls much of the country’s centralized IT infrastructure. It has demonstrated the capability to control traffic and access domestically. These same capabilities could be used offensively.

2. Trends Kazakhstan is showing a steady progress in e-government development. Similar to many developing countries, e-government implementation in Kazakhstan suffers from the lack of underdeveloped technological infrastructure, lack of financial resources, low ICT literacy among the citizens and government employees, lack of coordination and leadership in e-government implementation. These challenges are still to be addressed in order to reach improved government functioning and better service delivery.

Kenya 1. E-Government Status by Indicators A. Management Optimization The Kenya National ICT Master Plan 2014 - 2017 was launched on April 2014.104 The master plan will help to create a political, legal and regulatory environment; provide e-government services that are simple to use and convenient for citizens and businesses; increase the productivity, efficiency and effectiveness of critical economic sectors; stimulate the setup and growth of ICT-related businesses to enhance employment creation; enable and scale up ICT innovation; and develop a dynamic and robust ICT sector that will enhance socio-economic growth. The plan projects that by 2017, Kenya’s ICT industry will create 180,000 jobs and contribute 8% of the GDP. 105 B. National Portal The Kenyan government is taking steps to digitize content and provide services online. Although there is still significant work to be done in this area, the Kenyan e-government portal (http://www.information.go.ke) offers basic online services to citizens, including applying for public service jobs, tracking the status of ID and passport applications, obtaining exam results, submitting tax returns and reporting corruption.106 C. CIO in Government There are no specific laws or mandates for CIO positions in Kenya. However the Information and Communication Technology Authority is a State Corporation under the 104 105 106

http://www.icta.go.ke/national-ict-masterplan/ http://www.information.go.ke/?p=1066 http://www.information.go.ke/?cat=39

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Ministry of Information Communication and Technology (MoICT). The Kenya ICT Board, Directorate of e-Government and Government Information Technology Services (GITS) have been merged into this Kenya ICT Authority in August 2013. The Authority is tasked with rationalizing and streamlining the management of all Government of Kenya ICT functions. Its broad mandate entails enforcing ICT standards in Government and enhancing the supervision of its electronic communication. The Authority also promotes ICT literacy, capacity, innovation and enterprise in line with the Kenya National ICT Master plan 2017. D. Online Services The electronic procurement and payment system was launched in August 2014. 107 This e-Procurement system is an automated business process which includes procurement planning, management of suppliers, requisitions, quotations, contracts and receipts will be shifted to a more effective and cost efficient online transaction. In addition, the Kenya Revenue Authority (KRA) provides KRA Online service and iTax Online e-Services as an e-tax service.108 E. E-Government Promotion The achievement of e-Government in Kenya has been one of the main priorities of the Government of Kenya towards the realization of national development goals and objectives for Wealth and Employment Creation, as stipulated in the Kenya Vision 2030.1 The basic framework for e-Government is comprised of a relatively manageable set of Kenya Information and Communications (Amendment 2013) Act and National ICT Master Plan.2 F. E-Participation Global trends indicate that governments have been improving their online presences, particularly by enhancing e-participation of citizens, and providing e-services. As described in the National ICT Master Plan, the key driving forces are: x ICT will be used to create an inclusive community and to enrich the life of every individual in Kenya by ensuring that Government services conform with articles 6 and 232 of the Constitution of Kenya 2010; x Renewed focus to improve the global image of Kenya, specifically the e-Government ranking and ease of doing business in Kenya to create an economic competitive environment; and x Institutionalization of a digital nation, in line with the national agenda and presidential championship for a digital Kenya, for improved efficiency and effectiveness of government operations. G. Open Government/data On July 8 2011, President Mwai Kibaki launched the Kenya Open Data Initiative making key government data freely available to the public through a single online

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portal .109 There are currently over 600 datasets hosted on the site. According to the site, there have been over 17,000 page views and over 2,500 dataset downloaded and embedded to various websites and portals. There are now over a hundred requests from the public for new datasets, and there is a clear demand for more data to be made available. H. Cyber Security The MoICT in collaboration with the CA exclusively released a comprehensive "National Cybersecurity Strategy 2014” 110 on June 2014. To promote the government’s commitment to cybersecurity, the Strategy includes four strategic goals: 1. Enhance the nation’s cybersecurity posture in a manner that facilitates the country’s growth, safety, and prosperity. 2. Build national capability by raising cybersecurity awareness and developing Kenya’s workforce to address cybersecurity needs. 3. Foster information sharing and collaboration among relevant stakeholders to facilitate an information sharing environment focused on achieving the Strategy’s goals and objectives. 4. Provide national leadership by defining the national cybersecurity vision, goals, and objectives and coordinating cybersecurity initiatives at the national level.

2. Trends Kenya as well as other development countries is developing e-government with the assistance of other countries and international organizations. On December 2013,111 the Kenyan and South Korean governments have announced a partnership to develop an e-government master plan in Kenya, looking to develop ICT to stimulate socio-economic development in the country. In addition, the Kenya e-government master plan was developed by South Korea’s National IT Promotional Agency (NIPA) and the Kenya ICT Authority, and is anchored in the constitution of Kenya (2010), Vision 2030 and the Kenya ICT Master plan 2013. The newest trends for e-Government in Kenya continue to focus on social media. Most of the government websites have functioning links to social media.

Korea 1

E-Government Status by Indicators

A. Management Optimization Based on the development of e-Government which it has been achieved from 1978, 109 110

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Korea Government has been expanding the integration of e-Government towards the Smart e-Government promoting the usage of public service and active participation in anytime and anywhere. The On-nara BPS is a new business process management system that has improved the efficiency and transparency of administration process by handling, recording and managing in a standardized way all the business procedures of the government online. The Government Information Sharing is another best practice implemented to minimize required documents and office visits by expanding Government information sharing to the entire public sector and financial institutions. In order to deal with overlapping and complex information systems among government agencies, the Government-wide Enterprise Architecture (GEA) was developed under the joint supervising of Ministry of Public Administration and Security, and National Information Society Agency. GEA was also considered as a fundamental solution to handle the difficulties in service sharing and management integration among government agencies. To date (2013), 15.000 information system have registered by 1.400 government agencies through GEA. B. National Portal Korea’s national portal situates at www.korea.go.kr. According to the assessment standard provided by the e-Government ranking by Waseda University, most of the guidelines were followed by the national portal site of Korea. Korea’s e-Government portal have achieved the best position in the world by getting the international awards in KISS, Invil and KONEPS, the model case selection in HTS, e-People and uTradeHub, and international certifications in KIPonet, UNIPASS and KONEPS. The contents are highly substantial, with the main categories including policy news, upcoming events, current policies, and national archives. In addition, every major government agency has its own website with the specialized services and contents. The major factors of successful Korea’s e-Government portal are the service improvement based on what the public and societies need, nationwide level quantitative performance index, and practical technology support. C. CIO in Government The Fundamental Law on National Informatization and the Presidential Directive states the appointment of CIO in national and bureau level. The legal document states the scope of e-Government to be applied to the legislative, the judicial, and the administrative branches, essentially in all dimensions. The Presidential Directive No.157 states that the CIO must be appointed for each ministry and governmental agency. The main roles of CIO are planning ICT projects, allocating ICT budget, and improving regulations related with e-government project. The eligible personnel must meet the following qualifications; strong expertise in the corresponding agency’s actual performance, wide perspective and professional knowledge on ICT, and strong will to initiate innovations in administration through informatization. D. Online Services By the year 2012, 84.7% people in Korea used e-government services. This success was the result of huge efforts of the Government in enhancing online services delivery. Korea Government has provided cohesive public services online to its citizen, through which people can register for any type of civil service without visiting to each of the relevant organization’s websites. In addition to such online services, the Korean government has also made an effort to expand communication with the public via

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mobile devices by offering government services aimed at both daily life and for emergencies. minwon.go.kr is currently the one-stop services for individuals, officers and businesses. This innovative idea won 2011 prize of UNPSA for the effort of improving transparency, accountability and responsiveness in the public service. Regarding public procurement, all bidding procedures are now processed online in a one-stop process called KONEPS. Korea Government also put in place the use of comprehensive tax services. The online tax filing portal (hometax.go.kr) is where taxpayers could handle all tax affairs online at home without paying visits to tax offices. Similar achievements could be seen in custom clearance services. The implementation of custom clearance automation system (portal.customs.go.kr) facilitates import/export logistics business by reducing processing time and saving cost. E. E-Government Promotion Through many years, the government of Korea has been actively promoting its achievements in implementing E-Government. Promotional activities and programs such as Information Access Center, Korea Internet Volunteers, Korea ICT Learning Program, and ICT Policy and Advisory Program are offered by the government to promote its achievement and further contribute to global ICT development. In addition, they are running numbers of offices and programs to promote their activities. Another fundamental factor that has been contributed to the success of e-government adoption in Korea is the presence of an adequate IT policy and regulation framework. Alongside this, the funding mechanism for e-government guarantees Korea Government has sufficient resource for implementing its strategies and action plans: Informatization Promotion Fund; Central Fund for e-government; F. E-Participation E-participation is available for citizens through the means of online citizen participation portal, administrative information disclosure system, e-voting system, and online citizen services. From those government services provided by the government, citizens can participate in some government works such as policy discussions. Furthermore, citizens can use the government documents, and Korean government allows citizens to utilize about 26 million documents provided by 805 public agencies. Social network services, or blogs, are being used as a method for to government to communicate with public. Apart from the main national portal itself, the government runs a single web portal for online petition and discussion, namely the e-People (www.epeople.go.kr). This is a single window application enables citizen participating in policy making process by receiving and handling their suggestions and complaints. The official Facebook (www.facebook.com/govkorea) and Twitter (twitter.com/govkorea) is also available. Furthermore, elected officials and politicians often have their own website or SNS account to notify their activities and communicate with citizens. G. Open Government / Data In order to address the problem of corruption and accountability, the government launched its OPEN system (Online Procedures Enhancement for Civil Applications). In May 2011, the Public Information Support Centre was established with the mission of exclusively in charge of public data. In May 2012 the portal service of public data (data.go.kr) was launched with 555 programs including Open API, more than 7000 original data so far. This country is also a member of the Open Government Partnership

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from September 2011. The Ministry of Security and Public Administration (MOSPA) is the lead institution coordinating OGP activities. Korea Government’s efforts in open government have been recognized through its “Government 3.0” policy which was introduced in June 2013 by President Park Geun-hye. By implementing this policy, stakeholders started noticing significant improvements in information disclosure, as well as heightened political will. (Cain, 2013) H. Cyber Security The Republic of Korea (ROK) government released the National Cyber Security Master Plan in 2011, and it can be viewed as the foundation to guide the nation’s cyber security strategy. In addition, the ROK Armed Forces instituted the Cyber Command, attempting to recruit competent cyber warriors. – (Cyber War and Policy Suggestions for South Korean Planners Hyeong-Wook Boo & Kang-Kyu Lee 2012). A security system protects the integrity of personal data and information when they are shared via the network. All online transactional activities in Korea, such as banking, paying taxes, or obtaining official certificates, require the unified security framework provided by the Digital Certificate Center. In addition, there is The National Cyber Security Center (NCSC) which is the Central point of government for identifying, preventing and responding to cyber attacks and threats in Korea. The NCSC, in collaboration with the private sector and the military sector, will improve warning systems and response time to security incidents and protect critical national infrastructures in Korea.

2

Trends

Currently, the Ministry of Public Administration and Security (MOPAS) is responsible for affairs related to national administration, government organizations, personnel management, and E-government and disaster safety. Under the slogan of “Moving toward a smaller and more efficient government”, MOPAS actively supports the local government in terms of local administration, finance, and regional development for the promotion of greater local autonomy. On the 2014 UN Global E-Government Survey, Korea is ranked in the first place in terms of the E-Government Development Index. As a further step towards a Smart e-Government, Korea needs to establish and perform several strategies; leveraging advanced ICT, building trust between government and citizens, realizing citizen values, and intensifying international cooperation. In order to perform those strategies, Korean government needs to set up the agenda based on prediction social and technical changes, and analysis of future needs. Several challenges could be identified along the development journey of Korea e-government are digital divide, internet addiction, cyber ethic, and so on.

Macau 1. E-Government Status by Indicators A. Management Optimization Aiming to raise the maturity of e-government, Macau Government promotes the

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E-Macao program and changes the main objectives with times. The objectives of the e-Macao program in 2012 include: 1. Support the Macao e-Government Development Program and Macao Public Administration Roadmap; 2. Facilitate the adoption of government-wide standards to guide the planning, implementation and management of technology-oriented projects in government; 3. Build human capacity in government agencies through the provision of training, mentoring and development of skills to meet project requirements; 4. Promote Macao as one of regional leaders in research and practice on Electronic Government and technology in government in general. B. National Portal The Macau SAR Government Portal (www.gov.mo) is provided in simplified Chinese, traditional Chinese, English and Portuguese. It offers government news, city information and e-services and has areas for citizens, tourists and merchants. It is also a useful gateway to the public sector, with links to almost all government agencies and departments. The government portal is supported by the software applications to allow users to enjoy a variety of services and complementing other services, such as subscribing your favorite information, providing Smart ID card and the electronic certification, to carry and deliver to the public highly secure and reliable services, on the government portal, there are catalogues of job matching, social benefits, vehicles, public libraries, which are mainly providing documents and searching, applying and paying. Through the deployment of these software applications, the government expects to streamline its internal processes, ultimately to improve its overall efficiency. However, it was projected to improve in terms of details like setting up an accessible version for mobile user and disabilities. C. CIO in Government There is a little information about the CIO in Macau, but the CIO development programs are processing. The CIO position in Macau is IT director, which was appointed at National government agencies and bureau level. There is no law about CIO and no MS or PHD course that is related to CIO training offered in Macau. But the CIO Leadership Forum held in Macau every year is worthy of all attention. Although this forum does not just focus on GCIO, its topics are meaningfully like new challenges faced by CIOs, governance & compliance and risk in face of cloud. Online ServicesThe E-Macao is the project aiming to build a foundation for electronic government in Macau through readiness assessment, software research and development, and capacity building for the government workforce. The project will provide advice on how specific project deliverables can be exploited or scaled for production environment, and provide a program phase-completion report to reflect on the successes and lessons learnt over the three-year period of the e-Macao Program. Now this project has been completed. We can find different forms of interaction in the websites of department of government department. The E-Services in Macau are information downloads form, e-payment systems to e-tax systems, from; labor related services to e-health system are all done by two-way interactions. The national portal provides inquiries and calculation functions and facilitates the users to know the given proposed programs, current events and situation any time in the country. D. E-Government Promotion The Macao SAR Government is in charge of e-promotion in Macau. The E-Macao

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program was proposed and jointly developed between MSARG, UNU-IIST and local institutions initially involving University of Macao (UM) and “Instituto de Engenharia de Sistemas e Computadores de Macau” (INESC-Macau) and later, Macao University of Science and Technology (MUST) and Macao Polytechnic Institute (MPI). The Science and Technology Development Fund held by Macao Government, provides financial assistance for education, research and projects that are related to science and technology policy objectives. At the same time, through multiform conferences, forums, trainings, publications, the government tries to improve the e-government promotion. However, much more academic courses related to e-government are still expected. E. E-Participation In Macau, the Government portal www.gov.mo is one-stop shop services. In this portal all services are provide to citizens and business, when we open the homepage, we can see online newsletter, web bulletin boards, click the government information. We can find the government structure, contacts of government departments and officials (including e-mail address) and the information of the main officials. Comprehensive information is provided. The chief executive of Macau government has his own website, where schedule of the chief executive, news, feedback form are on it. Although he did not respond individually, but in the feedback form, you can get his reply. In addition, government is completing the e-identity scheme, which is integrated of e-certificate, ID card and e-pass. As pointed in the policy address 2013, all departments will introduce more electronic public services for people to get convenient service. F. Open Government/data Disclosure of government information is important "sunshine government" weapon construction contemporary developed countries, because on the one hand it guarantees citizens' right to know, so that the public and businesses equal access to government information and know, change in government and business, information is not between individuals symmetrical conditions for transparent administration laid the foundation community. Currently, Macao residents still on the "sunshine government" building there are more doubts. And even, the occurrence of this year's "May 25" against "officials from the bill up" event, the public officials raised objections "fatten" slogan. But unfortunately, it seems that in recent years the policy report no relevant reference. G. Cyber Security Macau Computer Emergency Response Team Coordination Centre (MOCERT) founded in February 2010, the center of innovation and technology management from Macau, Macau is committed to providing information processing computer security incidents, raising public awareness and recognition of information security, computer security incidents and to provide for the public and Macau enterprise solutions and consulting services proposal. At the same time the center and local agencies, and with global security organization Forum of Incident Response and Security Teams (FIRST) and the Asia Pacific Computer Emergency Response Teams (APCERT) members work closely together to exchange information and keep in touch. It aims at promoting a healthier and more secure Internet environment in Macau. 112 112

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Warning system: monitoring the global information security vulnerabilities and timely release of the latest security incident and advice.

2. Trends The slogan of E-Macau program is implementing Public Administration Roadmap through Electronic Government. So the government will strongly promote the development of E-government toward the world. The government should not only learn from the other countries, which did well in E-government such as Singapore, USA, but also should build broad partnership with national institution and university. Toward the government, The future of E-Government in Macau is to raise the maturity of Electronic Government in Macao through a well-planned framework of initiatives to further improve the application of Information Technology by Macao SAR Government and its agencies, focusing on cross-agency, government-wide initiatives spanning technical, managerial, organizational and human aspects of technology use in the public sector. The Macao SAR set up the E-government Development Plan of 2013-2014 in the 2013 policy address. The new plan will construct in public service, process reform, and human resources management. And e-government development and applications expected to be improved in the enterprise structure and standard, document management, process management, knowledge management, the personnel management.

Malaysia 1

E-Government status by Indicators

A. Management Optimization The Malaysian Public Sector ICT Strategic Plan (2011-2015) is the latest national e-government strategy which draws strategic direction on the implementation if Information and Communications Technology (ICT) in the Malaysian public sectors. The strategy emphasizes on delivering innovative, efficient and quality citizen and business-centric services by leveraging on the pervasive use of ICT. The ultimate aim is to achieve a Citizen-Centric and Whole of Government public service. 5 programs and 6 policy targets have been identified in the strategy. A secured, dedicated, centrally managed Government consolidated ICT network infrastructure for Government agencies named “1Gov*Net” has been implemented with the target to transform ICT network infrastructure via consolidation to optimize resources and value for money for strengthening Government service delivery system. To date, 10.600 government premises are linked to 1Gov*Net. Besides, a government cloud called “1GovCloud” has implemented by The Malaysian Administrative Modernization and Management Planning Unit (Mampu) in order to create a private, secure and dedicated platform for government agencies. By leveraging those advanced ICT infrastructure, Malaysia government has launched several shared-services to enhance the efficiency of government operations such as: Digital Document Management System, Service Intelligence (SI), Government Risk and Compliance Scorecard (myGRiC), and so on. The government also put in place the use of an

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enterprise architecture framework called “1GovEA” in order to create an effective strategic alignment between backend business and ICT usage in government organizations. B. National Portal The Malaysia government's official portal www.malaysia.gov.my is the single gateway for providing information and services by the Federal, State and Local Authorities of Malaysia via the Internet. Through the portal, in 2011 users are linked to more than 900 government agencies websites nationwide. The portal allows different users ranging from government officers, citizens, businesses and non-residents to conduct many interactive tasks such as online service applying, downloading forms, paying online and getting latest information on government affairs. By the improvement of the Government portals and websites, the number of portals and websites assessed has been growing from 903 to 1,348 in 2012 and more useful features are added such as My Services, My forms, My Job, Public Opinion (Public Complaints, Polling center, Public Enquiry Report..), Government Initiatives (My COID, MY ID, My procurement, My National Broadband Initiative) and Quick links such as libraries my Government CIO, Green Technology, Statistic etc. C. CIO in Government In early 2010, Dr Nor Aliah was appointed as Malaysia’s first Government Chief Information Officer. On the official website of Mampu, 4 major roles of government CIO are introduced: to act as a change agent through the alignment of the public sector ICT strategic plan with the requirements of the national development plan; to strengthen ICT policy, standards and practice; to encourage ICT acculturation in the Public Sector service delivery system; to innovate in electronic government applications, infrastructure and ICT security. A self-assessment competency for CIOs has been developed in CIO Handbook published by MAMPU, in order to provide an opportunity for CIOs to identify any gaps for self-improvement while performing their role as CIO. D. Online Services In line with global ICT trends, Malaysia government has embarked upon building programs to improve e-services delivery. malaysia.gov.my is the one-stop portal for government online services where 1384 e-services are currently provided to citizens, businesses and non-residents. Given the fact that Malaysia government is a big buyer of goods and services from private vendors, an e-procurement project called “eperolehan” was implemented with the target of ensuring transparency and accountability in public procurement. Regarding healthcare services, the Telehealth project which was implemented by the Multimedia Super Corridor (MSC) with the objectives of strengthening the healthcare delivery by utilizing information, telecommunication and multimedia technologies, has been undergone restructuring process for the better services. Outside the scope of 7 major projects for e-government, there have been number of initiatives carried out by government agencies in order to enhance operating performance and provide better quality public services. The Malaysia Royal Customs Department has recently announced that they will introduce a comprehensive online electronic system called Ubiquitous Customs (U-Customs). The U-Customs is intended go live by January 2015 is expected to modernize the customs information system and

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is a major step towards establishing Malaysia’s National Window (Deloitte Malaysia, 2013). E. E-Government promotion Lots of efforts have been carried out by the Government in order to promote e-government. MAMPU is the government agency appointed to be responsible for planning, implementing and monitoring e-government projects at federal and state governments. MAMPU also carries out e-government promotion programs such as conferences, exhibitions, seminars throughout the country. As for assessment mechanisms, the Electronic Government Steering Committee and Government IT and Internet Committee are the two over-sight bodies, evaluating the e-government implementation at national level. The Electronic Government Activities Act of 2007 provides the legal framework for e-government implementation in Malaysia. Under the law, Malaysian Public Sector ICT Strategic Plan is still ongoing. F. E-Participation The national portal www.malaysia.gov.my is beginning to evolve from just merely providing e-information to providing e-consultation services as well. It is also the government one-stop-shop for interacting with citizens. The portal provides information on government such as policies, government procedures, the national budget and legislation. The website has some facility for encouraging citizen feedback and conducts simple online surveys. As the e Services can support participation in processes involved in government and e-participation is hence closely related to e-government and by providing e-services such as MY ID, My SMS, MY Health, My procurement, My Ideas, and increasing the benefits of citizen Malaysian government want increase e-participation. In addition, SMS is utilized as an ultimate channel to provide user access to government services. An electronic touchscreen is installed at every service counter in order to receive user feedbacks for the service provided. G. Open Government/data The official open data portal of Malaysia government is located at data.gov.my which recently involves 11 ministries, 10 sectors with 117 datasets provided. Malaysia government is putting great efforts to meet minimum points required to join by Open Government Partnership. To meet those requirements, several areas are said requiring Malaysia government to focus on: right to information, asset and conflict interest disclosures and citizen engagement. In order to fulfil another OGP Minimum Eligibility Criteria called the citizen engagement criterion, Malaysia government also needs to address its standing in the EIU Democracy Index. H. Cyber Security By 2013, total of 10.636 security incidents were detected by MyCERT, involving all kinds of cyber security threats such as fraud, intrusion, spam, malicious code, and so on. The Malaysian Government has gazetted the role of CyberSecurity Malaysia by Order of the Ministers of Federal Government Vol.53, No.13, dated June 22, 2009 by identifying CyberSecurity Malaysia as national info security coordination center that provides ICT security specialist services and continuously monitors threats to the national security.

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Trends

The “Whole-of-Government” concepts which was introduced in the 10th Malaysia Plan has urged the Public Sector agencies to work together to address the economic, social and environmental challenges of globalization. The 10th Malaysia Plan targets to achieve an average of 6% annual real GDP growth through year 2015, the current scenario sees the rise of Government 2.0 whether streamlining government service delivery or resolving complex issues. In the next few years, the Malaysian e-Government Survey will enhance the public delivery of services through the provision of integrated and efficient ICT solutions to ensure easier and speedier access to Government services especially by rural communities. More Government services will be introduced and made accessible from a single Government portal. In addition, efforts will be focused on integrating the various e-Government applications to ensure compliance with global standards through international benchmarking.

Mexico 1

E-Government Status by Indicators

A. Management Optimization In October 2013, Mexico launched its National Digital Strategy113 to promote the use of Information and Communications Technology. The primary goal of the strategy was to achieve a "digital Mexico" 114 in which technology facilitates economic development and improves the quality of citizens’ lives. Based on policies for a digital government, Mexico seeks to build a new relationship between the government and citizens. To this aim, the government is working to implement the National Single Window, which will unify all government sites into one portal and digitize around 700 government procedures, which will be available at the gob.mx website. B. National Portal The national portal www.gov.mx is a part of the Mexican Government Portal and gives citizens a single entry to e-government services online. The portal is the result of the digital government item in the Good Government Agenda, and is also part of the e-Mexico system. The portal works as the single entry point for government services and acts as a content supplier for the e-Mexico Portal. The Citizen Portal uses a customer relationship management strategy to better present its content according to users’ needs. The portal uses a technological platform that enables interoperability and standardization across different government offices. C. CIO in Government Regarding the Government CIO in Mexico, the CIO is appointed only nationally and in big sub-national municipalities (like Mexico City). In the case of Mexico, 113 114

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Merida city had a clear CIO position. There is a law creating the position of the CIO in the government and a document defining the role and function of the CIO in Mexico. There is no information about any CIO association or organization. There is not a CIO training course found in Mexico. D. Online Services Cyber security and e-commerce laws were found at national and sub-national level but some of them are pending. Compared with other countries in Central America, Mexico had very good e-services. The e-Tax systems, e-Tender systems, and e-Payment systems offer full transactions with high security. In terms of social security and civil registration services, Mexico has dynamic sites available. It allows downloading of forms and submitting them back to government agencies. E. E-Government Promotion In 2001, the President’s Office for Government Innovation officially introduced e-Government as an initiative to digitalize and modernize government. E-Mexico was a related initiative focusing on connectivity and electronic access. E-Government became one of the six pillars of the Good Government Agenda in late-2002, thus consolidating it as a central strategy of the Mexican Government. F. E-Participation E-Mexico consists of a portal, a data center and a NAP. The portal (www.emexico.gob.mx) is organized by topic, according to the needs of citizens and is structured by the sub-portals e-Health, e-Economy, e-Education and e-Government. The national portal is a one-stop-shop service for all citizens. There is no evidence to show that the government solicits the opinions of citizens in decision-making processes and no information on what decisions it has arrived on based on consultations. G. Open Government/data In Mexico, the Open Government Partnership 115 has become a space for dialogue and exchange of ideas that allows the government, in collaboration with civil society, to take on commitments linked to the four principles of Open Government with the potential to transform people’s quality of life. The lines of engagement for the Action Plan 2013 - 2015 (Open Government Partnership Action Plan 2013 - 2015 MÉXICO : PA15)116 were formulated under five major objectives to promote transparency and accountability to consolidate an Open Mexico: - Citizen-centered government - Open and participatory budget - Open Data for Development - Citizenship empowerment and engagement - Climate change and natural resource governance H. Cyber Security The Steering Committee of the Forum of Incident Response and Security Teams (FIRST) officially granted (DGSCA-UNAM) the approval to operate as a national 115 116

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CERT. The Coordination of Information Security (CSI) / UNAM-CERT117 of the Directorate General of Computing and Information Technology and Communication, UNAM is a meeting point which can turn the computing community for information, advice and services security; and to exchange experiences and points of view, thereby establishing appropriate security policies, reducing the number and severity of security problems and spreading the culture of computer security.

2

Trends

The Mexican government announced this year that President Enrique Pena Nieto wishes to restructure Mexico`s telecommunication regulatory frameworks, allowing broadband to become a top priority in the government`s agenda. Mexico already reached some of the goals defined by the Broadband Commission for Digital Development such as affordability, where the current cost of entry-level fixed broadband subscription is 2.5% of the average Mexican monthly salary, while the target was 5%. However, the government wants to deliver internet access to all its populations to enable citizens to have full access to e-Services.118

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Morocco 1. E-Government Status by Indicators A. Network Preparedness Internet users as of December 2013 stood at 18,472,835, or 56% of the population. In in Q4 of 2013 the total, the total number of mobile subscribers in Morocco was approximately 42,440,000, an increase of 8.77% compared to 2012. B. Management Optimization In 2008, the Moroccan government introduced the National Strategy for Information Society and Digital Economic 2009-2013, known as “Digital Morocco 2013” or “Morocco Numeric”. The strategic plan “Digital Morocco 2013” is meant to make from information technology a cornerstone of the economy, a source of added value for other economic sectors and public administration, and an engine for human development, in view of positioning Morocco as a regional technology hub 119. The strategy focuses on four main priorities: expanding citizen access to broadband with an emphasis on knowledge; user-oriented e-government and public service provision; promoting computerization across small and medium enterprises to increase productivity; supporting local actors to develop IT markets and build greater potential for sector exports. These priorities are supported by two measures: the development of human capital and promotion of cyber-confidence. The latter requires the establishment of a Computer Emergence Response Team (ma-CERT) at a national level, as well as the launch of an Information Systems Security Committee within the National Council of Information Technology and Digital Economy. Digital Morocco 2013 also envisages public awareness campaigns for the general public aimed at increasing confidence in modern technologies120. C. National Portal Morocco e-government National portal (http://www.egov.ma/) is displayed in French, English and Arabic. It includes main information for e-government programs, projects and operates e-service information, it has a link to separate e-service portal (http://www.service-public.ma/) this is the set of services offered by the Moroccan administration, all information in this portal are available in Arabic, French and English. Within the framework of the Moroccan Electronic Administration Program, the website aims, first and foremost, to improve the relation between the administration and its users. D. CIO in Government No information found for government CIO in Morocco E. Online Services The portal http://www.service-public.ma/ is one-stop services for public sectors. This is static website and contains the link to ministries and other government website. 119

http://www.itu.int/net4/wsis/stocktaking/projects/Project/Details?projectId=1379939 813 120 http://www.fosigrid.org/africa/morocco

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It’s an institutional web site without online public services integration and contains the same content picked from other government web site. The one-stop service “service-public.ma” offers the description of procedure for more than 70 public’s services and divided to detail catalogs, such as citizens, enterprises, professionals, students, investors and for the Moroccans living aboard. F. E-Government Promotion The Steering Department of the e-Government program (DPGOV) is attached to the CIGOV. This structure consists of internal and external expertise that will be responsible of assisting the CIGOV and SPGOV in the implementation of the e-government program. One activity of the DPGOV is Promotion in which it designs the communication/marketing for the program and also synchronization with the others SPGOV. G. E-Participation The Moroccan government has launched several e-participation initiatives including: Fikra: The Suggestion Box for the improvement of the Administration. It was launched on February 25, 2011 offers a discussion forum to get more feedback from citizens and enable them to express their views. They can submit ideas, vote for ideas and comment. The Government also created 3 forums for sharing ideas is available: - Forum “Your ideas for new e-Gov services”: To suggest new online services such as making appointments online, apply for the passport online - Forum “Your ideas for simplifying administrative tasks”: To suggest ways of simplifying administrative procedures such implementing a quick queue... - Forum “Your ideas for improving the Administration”: For all other suggestions Comment drafts of laws and decrees: Citizens can comment on the drafts of laws and decrees on the site of the General Secretariat of Government and see the other suggestions Questionnaire and suggestion box on the websites: Several Department websites provides users with satisfaction questionnaires or feedback forms to give their opinion on the quality of the website121. H. Open Government/data In June, 2014 The Directorate of Digital Economy launched officially online for the new version of the Moroccan portal of Open Government Data (http://data.gov.ma/fr). The new portal, which regrouped around sixty files shared by different departments, it was realized based on the open source software CKAN whose development is coordinated by the Open Knowledge Foundation, which remains a powerful data management system with its tools that simplify editing, sharing, research and use of data. Moroccans open government data was introduced with the aim to: - Increase government transparency through open access public data. 121

http://www.egov.ma/en/e-participation

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Provide better information to citizens. Improve services to citizens by evaluating the quality of these services. Develop Digital Economy by creating new innovative services. The data which are published in usable format (XSL, CSV...) also allow economic operators to create real wealth by reusing public data to produce 122. I. Cyber Security Morocco is currently in the process of implementing a National Cybersecurity Management System (NCSecMS), which consists of four components; The National Cybersecurity Framework, Maturity Model, Roles & Responsibilities, and The Implementation Guide.

2. Trends Morocco is still struggling to improve their e-government using the existing technology. New technology is still far the implementation in Morocco.

Netherlands 1

E-Government Status by Indicators

A. Management Optimization In March 2012 the Dutch government announced its ‘i-Strategy’ to streamline the operations of the central government and the services it provides to citizens. The strategy is to be implemented between 2012 and 2015. In November 2011, the Government issued the ICT strategy for central government. It provides a long term view of the information infrastructure needed by the Central government and the implementation programs that accompany it. In the same year of 2011, the e-Government strategy is given shape through the 'i-NUP - the government-wide implementation agenda for e-Government services until 2015', which sets forth the government's ambitions for e-Government development up to 2015 by the House of Representatives. The i-NUP is a dynamic joint priorities programme of municipal governments, providential governments, and the central government. It presents nineteen NUP building blocks, which are the joint basic infrastructure for e-service provision and realization of e-Government123. E-Government in Netherlands is part of the country's wider ICT strategy with a focus on delivering new services in a more efficient manner and reducing administrative burden to all the citizens by investing in shared facilitating services and infrastructure with the overall aim is for more accessible government. B. National Portal The national portal was divided into four sub-portals. The www.overheid.nl is a 122

http://www.egov.ma/en/News/launching-open-data-portal Eén digitale overheid. Retrieved from Eén digitale overheid: http://www.e-overheid.nl/english

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main administration portal and serving as the central access point to all information about government organizations. The portal www.e-Overheid.nl provides news and e-Government services. The overall objective of www.rijksoverheid.nl is to improve the visibility and accessibility of government. It contains details on all government-related information, from ministries to documents and publications. The last portal is the answer for business, the information covering all levels of Government. Taking the Government Information Act as basis, the Dutch government believes that to be able to have a balanced relationship between the citizen and government, there is a need to have access and accessibility of all government information. As it is National strategy, it includes all levels of government (local and regional), and the central government continuously try to stimulate the local government to improve their websites (portal). The Dutch e-government is in the forefront worldwide by administrative burden reduction and improving service delivery to citizens and businesses using ICT tools instead of pursuing e-government as an end in itself. C. CIO in Government The Netherlands government i-Strategy outlined the appointment of a Central Government Chief Information Officer (CIO) and CIOs within each ministry as a measure to make the central government more compact and more efficient. The Office of the Chief Information Officer (CIO Office) under the Ministry of Foreign Affairs of the Dutch government is a small policy unit responsible for information systems124. It operates in accordance with requests from other parts of the Ministry. An e-Government planning review has been developed to safeguard the cohesion of the key services and to clarify for organizations when they can connect to these services. Implementation of e-Government in the municipalities is done by the Municipal Services and Information Policy Subcommittee. D. Online Services Netherland has a good e-procurement system; www.tenderned.nl. The portal is equipped with password, encryption, and certified authentication. The portal also allows the bidder to experience with e-payment services. Regarding the one-stop services, Netherlands received a high score in some parts of services. They have a fully transactional e-tax system for tax declarations and automated processing of returns. Online tax declaration, highly automated processing of returns. The user can download/receive a form that can be electronically filled in and returned either via the Internet or disk through the postal system. They also have an interactive site for social security benefits application. Concerning e-Health services, the Government has only information and static website available. Until the end of 2011, the Dutch government offered twelve e-Services to citizens through different portals. In addition, there are also eight e-Services offered to firms. E. E-Government Promotion The demand for a better infrastructure to be able to deliver better services and improve internal processes led the Dutch government create the i-Strategy, which is the development of a government-wide information infrastructure (the ‘i-infrastructure’) 124

s

http://www.government.nl/ministries/bz/organisational-structure/support-department

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that will eliminate unnecessary variation and improve control of ICT and Information Management (IM) matters. This i-infrastructure will consist of: A single ICT infrastructure throughout Central Government and a single IM system and related control mechanisms. Netherlands has one of the most well-developed internet environments in Europe, it is proved by one of the highest internet access rate and cable penetration rates in Europe. The Dutch government has been successfully keeping the one of the most developed ICT country in Europe. Now, the government is focusing the improvement of e-Government and other e-industries, as cutting the unnecessary international ICT expenditure. F. E-Participation Overheid.nl is the main administration portal of the Dutch government and this is one stop services portal. The objective of the portal is to provide simple and reliable access to all Dutch government information. Policies, budget and legislation are available online. RSS feeds and mailing lists are also being used to provide citizens with a convenient way to customize the information they would like to receive. In term of citizens’ portal, the government provides users with MijnOverheid.nl, which is a one-stop-shop type website for public services and exchanging information with all levels of government in a personalized manner. For business, Business Antwoord portal is the point of contact for all questions businesses may have through various channels (web sites, e-mail, telephone, chat). In addition to this portal, the government is facilitating a business forum, weblog, where entrepreneurs can discuss matters that affect them. G. Cyber Security To strengthen the national defense from cyber threats, the government established the National Cyber Security Council. Along with the establishment of the council, the government has released National Cyber Security Strategy. The council is under the National Coordinator for Counterterrorism and Security of Ministry of Security and Justice. Before the council was established, the task of cyber security was handled by GOVCERT.NL; the Netherland Computer Emergency Response Team. H. Open Data Netherland has introduced the open data portal on https://data.overheid.nl. The Open Data is managed by Dutch Ministry of Interior and Kingdom relation. As a complimentary of the National Open Data Portal, some government institutions have deployed their Open Data portal to publish their unique information to public. These Open Data Initiatives are as follow: - Government Budget http://opendata.rijksbegroting.nl - Election Results http://www.verkiezingsuitslagen.nl - National Maps http://www.kadaster.nl - Postcodes/Zip Codes http://geodata.nationaalgeoregister.nl

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Trends

The Dutch government announced the i-Strategy in March 2012 aiming to utilize Information and Communication Technology (ICT) and Information Management (IM) with a goal to create a leaner, more efficient Central Government. The i-Strategy will

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be implemented in 2012-2015. The Netherlands’ ICT strategy for central Government was introduced in November 2011; it was a part of Compact Central Government Implementation Program. The aims of the strategy are to: enhance ICT within the government at national level; reinforce the monitoring of large-scale ICT-related projects; and increase the digital skills and competencies of management and public sector employees. Through i-NUP, Netherland is shifting its e-government to the digital government. This movement is similar to other countries which has reached the mature e-government. Using the different metaphor, the substance of such wave is to achieve a condition of “the government service is digital by default”.

New Zealand 1

E-Government status by Indicators

A. Management Optimization New Zealand has released Government ICT Strategic and Action Plan to 2017. The strategy aims to shift the government ICT on eight areas; Service Delivery Channels, Business Process, ICT Organization, ICT Investment, Information Management, Security and Privacy, Technology Platform, and Government ICT Projects 125. Government services are secured by design. Effective security and privacy measures are integrated into the design of all new information systems. The security architecture are in place using “privacy by design” principle. The security and privacy are the first concern because New Zealand sets the technology platform as a Cloud Computing. The Cloud Computing will provide government agencies with an appropriate computing resource. The model of technology is designed to accommodate Build Your Own Device (BYOD) in government agencies 126. The action plan contains many programme and projects. Since the interoperability among government agencies is very important as the engine for “Services are Digital by Default”, the projects are shared across agencies. The agencies work together using “assembly and integrate” norm in which the build the system and preserve for integration with other. B. National Portal http://www.govt.nz/ is the country’s portal of government services. The integrated portal of the Government of New Zealand provides a one-stop shop portal for information, images and resources from all New Zealand government agencies and government funded sites. With its A-Z government agencies page, it serves as gateway of integrating citizens’ access to all government online services. It is rich in navigation functionalities with provision of access keys for easy use, high contrast feature, and other accessibility features. Interactivity and technical functionalities show opportunities for improvements.

125 126

https://ict.govt.nz/strategy/ https://ict.govt.nz/programmes-and-initiatives/cloud-programme/

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C. CIO in Government CIOs in New Zealand government are widely spread throughout the levels of the government. The name Government CIO (GCIO) is officially used. The roles, functions and responsibilities, however, are not standard as there is no law/regulation for this. Currently, there seems to be a shift in the government’s approach to information and technology management changing the roles of the GCIO. There are noticeable disestablishments of CIO posts in a number of government agencies. Instead, IT management posts focusing on specific areas are created. At national level, The New Zealand GCIO is Collin MacDonald127. According the Government ICT Strategy and Action Plan, the National GCIO is responsible for ICT-enabled transformation across government agencies to deliver better services to citizens. GCIO is supported by several experts from many agencies. Two high level officer are designated to help GCIO; Chief of Technology Officer and Chief of Privacy Officer. In addition, several teams are established for providing the GCIO with a wide-ranging think tank; System Transformation team, Relationship Management, Commercial Strategy and Delivery, Digital Transformation, Government Information Services, and ICT System Assurance team128. D. Online Services New Zealand’s efforts on improving e-government applications and interfaces for providing services to the citizens are delivering optimistic results. Five online services are investigated; e-procurement (www.gets.govt.nz), e-tax (www.ird.govt.nz), e-customs (www.customs.govt.nz), one-stop service (www.realme.govt.nz), and e-health (www.ithealthboard.health.nz). Among these services, one-stop services and e-tax have the highest score. The portal allows the citizens to conduct the online payment. As for e-procurement, payment process is not the scope of the system. It is transferred to the authority of product or service owner. The rests are just providing the citizens with the downloadable form and documents. However, these services are addressed to be online by 2017 as stated on Government ICT Strategy and Action Plan to 2017. E. E-Government Promotion The use of ICT in government will never be achieved an optimal benefit if there is no common awareness of it. GCIO is equipped with two teams concerning the e-government promotion; Relationship Management and Commercial Strategy and Delivery. The relationship management is responsible to engage government agencies participation for addressing the sector forum, thus, increasing the awareness of government programme on ICT. Commercial Strategy and Delivery is responsible for advising to a range of stakeholders and providing inputs into Government procurement policies129.

127

https://ict.govt.nz/governance-and-leadership/providing-ict-functional-leadership/go vernment-chief-information-officer/ 128 https://ict.govt.nz/governance-and-leadership/the-gcio-team/ 129 https://ict.govt.nz/governance-and-leadership/the-gcio-team/commercial-strategy-an d-delivery/

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F. E-Participation To engage public participation using ICT, New Zealand’s National Portal is equipped by a set of features for posting the complaint and suggestion. Interestingly, there is no channelling to popular social media portal such as twitter, Facebook, and YouTube. For engaging the public participation, New Zealand relies on a common media such as email, web form, and phone contact. The respond on such public comments are not shown on the website. G. Cyber Security In 2011, New Zealand officially opened National Cyber Security Centre (NCSC). It is bring along with the released of New Zealand’s Cyber Security Strategy. It is a government’s response to the growing cyber threat. It builds on existing government and non-government efforts tom improve New Zealand’s cyber security. The New Zealand National Cyber Security Centre provides enhanced services to government agencies and critical infrastructure providers to assist them to defend again cyber threat. H. Open Data New Zealand has a comprehensive Open Data Portal on https://data.govt.nz . The content is supplied by 152 ministries/departments. It has 2376 datasets under 21 categories. They are available for public to access and reuse. The data can be downloaded in many popular file types such as excel (xls), csv, or pdf. The access is considered fast and the interface is clean. In addition to the open data portal, some government institutions in New Zealand also provide their own open data limited to their unique information. Some of them are as follow; - Government Budget http://www.treasury.govt.nz - Election results http://www.electionresults.govt.nz - National Maps http://data.linz.govt.nz - National Statistics http://data.stats.govt.nz

2

Trends

All Government ICT development in New Zealand is directed to achieve global online service. New Zealand posit the concept of “Government service is digital by default” which mean all government service will be available 24/7 for citizens online. The citizens can take the benefit. New Zealand has decided to use Cloud computing as the platform for government information technology. One interesting trend in New Zealand is the adoption of BYOD in government sector.

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Nigeria 1

E-Government Status by Indicators

A. Management Optimization As of 2014, Nigeria is ranked 141 st in the world according to the United Nations’ The Nigeria government has various E-Government Development Index. 130 initiatives of government strategy that include: the National/State Economic Empowerment Strategies (NEEDS/SEEDS), the Vision 2020, the National e-Government Strategy (NeGSt) and a well-formulated National IT policy.131 The National Information Technology Development Agency (NITDA) was charged with the responsibility of co-ordination the Nigeria project in collaboration with National e-Government Strategies Limited (NeGSt). The Nigerian Federal Ministry of Information and Communications says that its priority is to provide citizens with credible and timely information on government activities and programmes and initiatives to create a technological environment for Nigeria’s social and economic development, but little has been done in terms of management optimization although various initiatives have been rolled out. B. National Portal The Nigerian e-Government portal is http://www.nigeria.gov.ng but the portal has some limitations. The interface is not user-friendly for all consumers and the portal provides mostly static information about news, the government, army and police activities and only link to government departments. There are no e-services integrated into portal as well as no information about the social media in portal to encourage the Nigerian citizens to interact with their government. 132 These limitations are understandable, though, in light of the limited availability of fixed broadband connections in the country. C. CIO in Government There are no specific laws or mandates for CIO positions in Nigeria. The head of the National e-Government Strategies (NeGST) may be the closest position in the Nigerian government. However, the NeGST website does not provide details on its leadership or organizational structure.133 There are no CIO associations in Nigeria and not CIO training course are offered by any university or training center. D. Online Services In Nigeria there are legislative initiatives, already, aimed towards providing a favorable environment for the development of e-commerce in Nigeria witnessed principally, for example, by the draft Nigerian Electronic Transactions Bill which is still making its way slowly through the legislative process. On the other hand, the Nigerian Cyber-crimes Act was recently voted into law. The draft Electronic 130 131 132 133

http://unpan3.un.org/egovkb/en-us/Data/Country-Information/id/125-Nigeria http://www.negst.com.ng/index.php/about-us/a-few-words-about-us http://www.nigeria.gov.ng/ http://www.negst.com.ng/

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Transactions bill addresses matters such as the formation and validity of electronic contracts as well as the form and validity of electronic signatures while the draft Cyber-crimes Act tackles some types of criminal activity by or through computers and information systems.134 135 E. E-Government Promotion The Nigerian Government has many plans and strategies for developing e-Government as well as providing e-services to citizen. In 2007, the central government, as part of its public service reforms, announced the intended use of electronic payments for all public sector transactions. This electronic payment system is now currently in use, and continues to improve. 136 These include salaries of employees and payment for procurements and contracts. The government of Nigeria has also established a public corporation known as Galaxy Backbone to provide its technological platform for e-government, 137 and is working on a comprehensive broadband policy and vision document which will provide broadband definition, performance indicators, incentives for investment, macroeconomic targets, deployment guidelines and citizens charter. The Government has articulated a clear vision for e-Government, driven by the Ministers of Information and Communications and Science and technology. However, e-government is more fragmented and allocated through many different government organizations so it is not accessible on the same portal like many other countries. F. E-Participation The national portal, http://www.nigeria.gov.ng is beginning to evolve from just merely providing e-information to providing e-consultation services as well. It is also the government one-stop-shop for interacting with citizens. Some Web 2.0 tools are being used to allow more interaction between government and citizen. For instance, citizen can contact with government officials through feedback forms or email addresses available at some government websites, plus the government has added some social media integration (Twitter and Facebook) to the main portal. 138 Furthermore, the government established NCC (Nigeria Communication Commission) under guideline of ministry of Communication and Technology to help reach out, and protect the consumer and Internet user can access it at http://consumer.ncc.gov.ng/. It is more of a citizen advocacy site compared with the national portal. Here, consumers and businesses are encouraged to send their complaints. They have access to Podcasts, opinion polls, and Facebook pages as well.139 G. Open Government / Data On September 12, 2013, the first open data portal was launched in Edo State. Edo 134

http://www.mondaq.com/x/294344/Contract+Law/Towards+A+Legal+Framework+ For+The+Development+Of+ECommerce+In 135 http://www.zdnet.com/article/new-nigerian-law-means-seven-years-for-cybercrime/ 136 http://www.cbn.gov.ng/icps2013/papers/NIGERIA_PAYMENTS_SYSTEM_VISIO N_2020%5Bv2%5D.pdf 137 http://www.galaxybackbone.com.ng/aboutus/pages/our-people.aspx#.VJuM2l4B4CY 138 http://www.nigeria.gov.ng 139 http://consumer.ncc.gov.ng/

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State is also the first sub-national government body in Nigeria and Africa to launch an Open Data Portal.140 Currently, the most up-to-date and effective open data portal for Nigeria is operated by the African Development Bank Group, and this only provides limited and narrowly-focused amounts of data. 141 There is much room for improvement in this area. H. Cyber Security There is no doubt that e-crime is an image problem for Nigeria. The recent passage of the new Cyber Crimes bill in the Nigerian Senate may be a step in the right direction. The bill is still awaiting passage in the Nigerian House of Representatives. There continues to be serious controversy over the bill, including whether it contains loopholes that will actually increase domestic corruption. However, it is clear that a tougher and more effective approach on cyber-crime and cyber security is necessary in Nigeria.142 143

2

Trends

Nigeria is a developing country with a rapidly developing telecommunications market. Internet users and mobile users are increasing. The Government has many strategies and plans to develop and improve e-services to citizens, and there is much evidence to show that e-services like e-payment, e-health, e-voting are developing in this country. But if the Nigerian government would like to spread e-services to citizens more, they must have a specific plan to improve these services through a national portal. Nigeria still needs to improve further on its ICT services and telecommunication systems. Mobile internet holds some promise for increasing access to marginalized sectors of the population and there has been exponential growth in mobile subscriptions. All Nigerian states now have some form of mobile coverage, however, there are still millions of Nigerians with limited or no access to ICT services due to lack of network infrastructure. Moreover, there some new tech trends in the ICT field that Nigeria is trying to emulate to improve its telecommunication services. The Ministry of Communications Technology is collaborating with its agencies NCC and NITDA to create and strengthen software and improve broadband infrastructure development. Also worthy of mention is the continuing trend of mobile banking, where subscribers can send and receive money using their mobile phones. This has been successful due to private sector initiatives to reach out to citizens in rural areas who did not have access to banks.

140

http://techpresident.com/news/wegov/24337/nigeria-gets-its-first-open-data-portal http://nigeria.opendataforafrica.org/ 142 http://www.thisdaylive.com/articles/concerns-over-passage-of-cybercrime-bill-moun t/195729/ 143 http://allafrica.com/stories/201412081738.html 141

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Norway 1

E-Government Status by Indicators

A. Management Optimization Norway has an e-government strategy called “Digitizing public sector services Norwegian - e-Government Program” which was designed by Agency for Public Management and e-Government (Difi 144 ) to position Norway at the forefront internationally in terms of development of a digital public sector. The Government also has put considerable efforts in defining a Norwegian Interoperability Framework (NIF) which comprises of 4 components: Common architectural principles; Mandatory and recommended standards; Common ICT components; and Information security. Difi is appointed as the government agency responsible for the Norwegian Interoperability Framework NIF. With the launching of The Standardization portal (http://www.standard.difi.no/ ), the government aims to inform its users about mandatory or recommended standards for use within public sectors and to strive towards better collaboration and coordination among public authorities and services (European Union, 2014). Norway has an adequate telecommunications networks, services and e-Government infrastructure which enable system interoperability and data exchange between administrations. The 'government.no' portal provided by The Government Administration Service enables the data sharing communications services among ministries. B. National Portal The one stop service portal is a gateway to the public sector in Norway, made available to all citizens since the end of 2005. The national portal is available in four languages: English, two official forms of written Norwegian - Bokmål (literally "book language") and Nynorsk (literally "new Norwegian"), and one regional language Sámegiella (Northern Sami Language). The portal offers information on the public sector, structured around topics of interest (e.g. topics about Employers, Jobseekers, etc.) and also includes a comprehensive inventory of Norwegian public authorities. The portal also provides complete documents and archives, including draft resolutions, bills and white papers, acts and regulations, official Norwegian reports, guidelines and brochures etc., with post classification retrieval functions. In addition to information and services through the Internet, the Norway.no agency features a citizen's help desk, which may be contacted by telephone, SMS, fax, post, e-mail and chat. The desk can direct users to other public agencies as well. C. CIO in Government Although there is no particular mention of a CIO in the government, there are individuals assigned as “Minister responsible for e-Government”, and “Head of e-Government”. There is no law and legislation CIO found in Norway but they have CIO association in the country. D. Online Services Norwegian Government showed a great ambitious by introducing the strategy for 144

http://www.difi.no/om-difi/about-difi

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public sector digitalization in 2012 which aimed to build a strong and efficient public sector for better public services delivery. The strategy drew out various action programs based on existing components which will allow public sector to provide easy-to-use and secure digital services. The first component - MinID145 (MyID) - is public eID solution at a medium-high security level which is used by almost 2.7 million citizens. The solution provides login information by either PIN codes through regular mail or one-time-use codes sent via SMS. Another component is the Altinn146 portal which provides a digital platform for accessing online services of various government agencies. To date, 35 government agencies have been connected to Altinn for their online services. The digitalization plan also covered selected areas including procurement, healthcare and tax. Concerning health care services, electronic prescriptions are being introduced across the country together with the establishment of the national health portal for citizens (Helsenorge.no). Patients information are also exchanging in a secure manner via the Norwegian Health Network which links five regional networks and provides a single information exchange platform in the health and social sectors (Norwegian Government, 2012). On January 2014 a new version of the national procurement service – Doffin - is launched, enabling public institutions in Norway to publish information about their calls for tender. Regarding tax, the Norwegian Tax Administration was one of the first agencies to utilize ICT to enhance the service and efficiency. All income earners and pensioners may now file tax returns and tax settlement notices electronically through skatteetaten.no using authentication IDs (MinID). E. Government Promotion The Government has taken an active role in setting up a framework for implementation by breaking up legal and regulatory barriers to the provision of online services. In national and sub national level the Government issues the law on data protection, e-Commerce legislation, e-Communications legislation, e-Procurement legislation and also re-use of Public Sector Information. Norway has notified full transposition of the European Directive on re-use of Public Sector Information. Norway has an adequate infrastructure for telecommunications networks, services and e-Government, which allows for system interoperability and data interchange between administrations. The Government has taken the initiative to support the fund for e-Government development as well as National ICT development. The Government Administration Service provides the 'government.no' portal available through the web and offers other Internet services. They also have activities like training to citizen for e-Government, announcement the conference as well as advertisement for e-public services. F. E-Participation According to Difi, 2011, many directorates and administrative bodies are in the process of establishing strategies and guidelines for use of social media. The Norwegian Citizen Survey which is hoped to be conducted regularly by the government represents a sample of the citizens answer questions regarding public services. The perspective and attitude of citizen regarding service quality will be 145 146

http://eid.difi.no/en/minid/ https://www.altinn.no/

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obtained through this survey. The government also aims to use plain and understandable language in rendering online forms, acts and legislations which enables citizen to engage online services easily. Another initiative carried out by the Government is Digital plandialog (Digital Planning Dialogue). Digital plandialog is claimed to strengthen the democratic process by improving transparency planning cases, increasing opportunities for greater citizen involvement and generating a better basic for making decisions. The Government continues issuing the policies and implementing all information society for all, especially people with disabilities, the elderly and marginalized group, as well as national e-Accessibility action plan through 2025. G. Open Government / Data The Open Data Portal of the Norwegian government is data.norge.no where data owners can register their data and re-users are supported. Norway has established a number of methods to ease the transition to open data including its license for public data (NLOD) which was introduced in draft format in 2011, offering a standard license for Norwegian agencies to make the task of reuse become easier and more consistent. On the technical front, the Difi enabled “Data Hotel” (hotell.difi.no/) which hosts the data and automates the production of an API (in XML and JSON(P) formats) as well as adding 'lightweight' functions for searching and grouping of data. H. Cyber Security Only one out of nine Norwegian companies have a thorough protection plan in place against cyber crime. Both public and private Norwegian companies were targeted in 45,000 cases of computer hacking, theft and fraud last year, according to a recent survey among 886 companies. Based on analyses in the U.K., the Norwegian National Security Authority147 (NSM) have estimated that computer crime could lead to a loss of NOK 20 billion for Norwegian companies each year.

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Trends

The government's main vision regarding e-Inclusion is to fully implement the principles of universal design by 2025. In ICT, legal requirements already exist with respect to how universal design is to be executed. With the economic crisis starting in 2008, the Norway was less affected than other EU countries. According to Stoltenberg, Norway is better equipped than most countries to deal with the financial crisis. Norway has robust banks with few losses, a well-regulated financial sector and a strong supervisory body, the Financial Supervisory Authority of Norway, which is responsible for all forms of financial instruments. The stable financial situation in Norway, will allow it to continue to act on the “All Information Society for All” plan and improve its e-Services for many years to come. ICT also bring innovation in public administration area. As the Prime Minister Jens Stoltenberg mentioned, the next major Government reform will be full digitalization of the public sector. In 2012, Norway’s government established the program in actual. By digitalizing public sector services, it not only brought better services for citizens and businesses, but also provided more efficient use of public resources. Digital communication will become the main means of contacting the administration, and relevant services will be also provided online. 147

https://nsm.stat.no/

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Oman 1. E-Government Status by Indicators A. Management Optimization Oman’s Information Technology Authority (ITA) was established by Royal Decree 52/2006 in May 2006.148 This authority is tasked with overseeing and carrying out the Digital Oman Strategy, which was originally endorsed in 2003. 149 The strategy lists three main strategic directions. The ITA has also established six Strategic Pillars to support this mission, namely: Society & Human Capital Development; Enhance e-government & e-services; Enable ICT Industry Development; Governance, Standards & Regulation; National Infrastructure Development; Promotion and Awareness. To improve the efficiency of government service delivery, ITA has established Oman e-Government Architecture Framework (OeGAF). OeGAF consists of four main architecture; Business Architecture, Solution Architecture, Information Architecture, and Technology Architecture150. OeGAF ensure the interoperability among government information system151. B. National Portal Oman’s national portal is located at www.oman.om. The portal provides resources (in both English and Arabic) for citizens, visitors, businesses, and government employees. The portal’s main page has links to a variety of e-services, including paying electricity bills, receiving social security or pension benefits, applying for a driver’s license, and more. There are also links to the government’s open data resources, details on its social inclusion efforts (the country’s population is approximately 30% immigrants), and information about how to contact different government agencies and offices.152 An online poll is also included on the main page (though participation is quite low) as well as links to the government’s various social media accounts, including Facebook, Twitter, YouTube, and Instagram. C. CIO in Government The closest analogue to a government CIO is the CEO of the Information Technology Authority (ITA). Currently, Dr. Salim Sultan Al Ruzaiqi holds this position.153 The CEO works in collaboration with the ITA Board of Directors to manage the ITA’s seven divisions. The CEO’s office has direct responsibility for the Strategic Planning Division and the Finance & Administration Division, along with several other administrative offices, including Human Resources. Beneath the CEO, two Deputy CEOs are responsible for the remainder of the offices and divisions, with 148

Royal Decree 52 (Arabic Only),

http://www.oman.om/wps/portal/!ut/p/a0/04_Sj9CPykssy0xPLMnMz0vMAfGjzOKNDdwNDP wtPX1NnAJdDIy8jLxNgx2NjQyCTfQLsh0VAbhuNHs!/?WCM_GLOBAL_CONTEXT=/wps/ wcm/connect/EN/site/home/gov/gov1/gov25royaldecrees/ 149 http://www.ita.gov.om/ITAPortal/ITA/strategy.aspx?NID=646&PID=2285&LID=113 150 151 152 153

http://www.ita.gov.om/ITAPortal/Pages/Page.aspx?NID=559&PID=1886&LID=98 http://www.ita.gov.om/ITAPortal/Pages/Page.aspx?NID=559&PID=1867&LID=97 https://www.cia.gov/library/publications/the-world-factbook/geos/mu.html http://www.ita.gov.om/ITAPortal/ITA/CEO_Message.aspx

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these split into the categories of Operations, and Infrastructure & E-Services. Both of these deputies report directly to the CEO, who reports, in turn, to the Board of Directors.154 D. Online Services Among five investigated online services, e-procurement (etendering.tenderboard.gov.om) is the most advance. One-stop-service is available through Oman’s national portal at www.oman.om. It offers various online service to the citizen who registered on the portal. E-tax (www.taxoman.gov.om) and e-customs (www.customs.gov.om) are still on the stage of information provider in which the portal provide downloadable documents155 156. E-procurement portal of Oman is managed by Oman Tender Board. All suppliers who want to participate in a government procurement should register using the portal. The portal is the central information on government tender. It strengthen the relationship between private and public sector157. The Omani government offers a selection of online services via its Official e-Government Services Portal (www.oman.om), and is currently attempting to expand these options and improve its one-stop shop experience. Many ministries and offices offer online services via this portal, but many of the processes listed only provide instructions for the application process, rather than an option of completing the process online.158 Oman’s most recent report annual report on information technology notes the continued development of e-services as a top priority. 159 E. E-Government Promotion Perhaps the top priority of Oman’s ITA is developing human and societal capital so that a digital society can take a firmer hold. To this end, they have devoted resources to training many citizens in digital technologies and services in order to end digital illiteracy via the National IT Training & Awareness (NITTA) Framework. According to the ITA, 12,119 Omani citizens were trained in IT literacy in the year 2012 though the NITTA Framework initiative.160 F. E-Participation Oman’s brief E-Participation policy is posted on its main portal site. The policy pledges to “listen and respond to your comments or suggestions, but only when those comments are directed at specific services, facilities or policies related to the 154

http://www.ita.gov.om/ITAPortal/ITA/ITA_OS2.html http://www.taxoman.gov.om 156 http://www.customs.gov.om/english/ 157 https://etendering.tenderboard.gov.om 158 http://oman.om/wps/portal/!ut/p/a1/04_Sj9CPykssy0xPLMnMz0vMAfGjzOKNDdw NDPwtPX29Q3wdDYyMw9y8LH3MjF1cTIAKIoEKDHAARwNC-oNT8-JDg_XD9a PAKvEYVJAbUeHpqKgIADAmMtI!/dl5/d5/L2dJQSEvUUt3QS80SmlFL1o2XzMwR zAwTzlJTTRCUUQwMkoySzVTQTMyMFM0/?WCM_GLOBAL_CONTEXT=/wps/ wcm/connect/en/site/home/eservices/eservices 159 Oman ITA 6th Annual Report. http://www.ita.gov.om/ITAPortal/MediaCenter/Document_detail.aspx?NID=76 160 Ibid, 12-13. 155

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Portal.” 161 The policy details several different methods that citizens can use to participate and communicate, and requests input on how to improve these efforts. The United Nations’ E-Participation Index suggests that Oman has dramatically improved in this area over the past decade. Oman is now ranked 24 th in the world for e-participation, up from 151st in 2004.162 Oman scores well above its region average, and is ranked 4th out of the 17 countries in its sub-region (Western Asia).163 G. Open Government/data Accessible directly from the main portal, Oman’s Open Government database posts data sets in various formats (mostly Word, PDF, and Excel, and also occasionally XML) from various government administrations. The data comes from both national and local government agencies. The website also advertises government-sponsored Open Government seminars, but the most recent listing is more than a full year old.164 Also, although the site claims to search by the year of publication or other criteria, no advanced search option could be located. The main data listing does not include publication dates, so it is difficult to find data from a specific period.165 H. Cyber Security The Oman National Computer Emergency Readiness Team (OCERT), a part of the ITA, serves as the organization responsible for ensuring cybersecurity in Oman. OCERT was established in 2010 in order to provide “world-class cyber security capability whereby computer and Internet users feel safe and secure using Information Communication Technology (ICT).”166 The organization offers training, alerts, and information regarding cyber security. OCERT’s main page also offers a way to report threats online, and a security meter that reflects the current cyber risk level based on the volume of current threats.167

2. Trends Current ICT and e-government trends in Oman are positive. The country is moving in the right direction, and improving its standing in the world based on the growing strength of its e-government development efforts. The United Nations ranked Oman 48th in its 2014 E-Government Development Index, which is up from 127th a decade earlier.168 This upwards trajectory bodes well for the future, and does not appear to be decelerating. 161

http://oman.om/wps/wcm/connect/84fe41f3-9f1f-46dc-8e57-658bc08ea5ab/eParticipation+Polic y.pdf?MOD=AJPERES 162 http://unpan3.un.org/egovkb/en-us/Data/Country-Information/id/127 163 http://unpan3.un.org/egovkb/en-us/Data/Region-Information/id/19-Asia---Western-Asia 164 http://oman.om/wps/wcm/connect/76443a71-e79d-4812-b4a1-de3eff99b420/Speakers+Bio+-+ EN.pdf?MOD=AJPERES&CACHEID=76443a71-e79d-4812-b4a1-de3eff99b420 165 http://oman.om/wps/portal/index/opendata/datasets/!ut/p/a1/04_Sj9CPykssy0xPLMnMz0vMA fGjzOK9Tb2dgj1NjAwMXJzNDTzdLIxMXILDjI2NTYEKIoEKDHAARwNC-sP1o_ApMTMz hCowNnA3MPC39PT1DvF1NDAyDnPzsvQxM3ZxMYEqwOOG4MQi_YLcCIPMgHRFAMh2 XGY!/dl5/d5/L0lHSkovd0RNQUZrQUVnQSEhLzRKU0UvZW4!/?lang=en 166 http://www.cert.gov.om/about_mission.aspx#.VJk0PF4B4CY 167 https://www.cert.gov.om/ 168 http://unpan3.un.org/egovkb/en-us/Data/Country-Information/id/127

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Pakistan 1. E-Government by Indicators A. Management Optimization Pakistan is one of the emerging countries in the world which is trying to make a difference in his way and implementing e-government in at an enormous rate as well as Pakistani government believe that Information technology is a vital tool in order to accelerated economic growth, efficient governance and human resource development. Management of optimization constituted foundations for the effective implementation of e-Government in Pakistan. Pakistan E̺Government objectives are focused on high priority areas for improving the internal operations and management. Most objectives are intended to help Interior better execute administrative and supporting functions that exist across the entities. These functions, while in many cases part of the “back office”, play critical roles in accomplishing the missions for which Interior is responsible. They are also crosscutting and have impacts across the Department and all mission--̺related activities. The usage of ICT in Pakistan is improving day by day in internal processes and the government’s computerization efforts and the level of ICT integration is very good since last couple of years. Standardization of service procedures and information systems in order to achieve internal effectiveness and efficiency of governmental operations can be constrained by many reasons. B. National Portal The national portal of Pakistan (pakistan.gov.pk) is a gateway to improve the communication experience between the government and the public as well as provides a ‘single window access’ to information and government services which can be accessed by citizens and organizations/ business sector. The national portal of Pakistan has the basic interface for all government website and to contact government electronically. Pakistan Government’s Web portal presents a wide range of information resources and online services from various government sources, accessible from a single point. Moreover, it provides information that helps the public to better understand government structure. The well-organized portal serves as a platform that assists the public to find desired information. The portal is available in official language (English). C. CIO in Government Recently the Office of Government CIO issued an Information Security Policy under the authority of the Government Chief Information Officer on October 2012. In Pakistan we have a National Directorate of e-Government and Mr. Qaiser Sohail is the Executive Director and CIO of the country. There are no specific laws or mandates for CIO positions in Pakistan. However, a CIO association is established by IDG in Pakistan. Some short-term training courses for CIOS are organized as well as Basic IT Training made compulsory for all federal government employees of Grade BPS-5 and above as well as IT Skills Training Programme for Probationary Government Officers.

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D. Online Services The e-government will help the government defined as a combination of internal e-enablement and the external provision of e-Services to stakeholders of the Federal Government as well as let the citizen to have access on on-line services, which are offered at various levels of on-line functionality including Federal government budget application electronic procurement, The efficiency in Pakistan comes from alignment of efficient internal government processes with the points of truth (interfaces) with citizens. These e-services and automation process have be done by Pakistan EDG, Automation of Prime Minister Secretariat, E-Enablement of Senate & National Assembly of Pakistan, E-service for submission of documents at Securities, Automation of Estate Office, Online Access to Statutory Case Laws at District Bar Associations, Automation of Patent Offices, E-Enablement of Press Clubs, e-salaries or salary Disbursement through ATMs and Online Processing system. Pakistan government is working on E-voting services application. E. E-Government Promotion As per Pakistan government –government strategy plan now Pakistan government provide e-services for almost all field and departments such as Pakistan Police: E-services, Supreme Court of Pakistan: Check Your Case Status online, Pakistan Research Repository: Digital Archives of PhD, Pakistan Railways: E-Services, Pakistan Post: E-service, Pakistan Medical and Dental Council: Check Registration of Doctors, Pakistan International Airlines: E-Air, Pakistan Electric Power Company: Electricity Bill SMS alerts and E-billing, Higher Education Commission: E-Services and High Court: E-services, So through all these E-services citizens can get on time and time and money efficient data anytime anywhere. Common Measurement Tool that the government officials responsible for GOL have developed. with this tool the government has been able to measure client expectations, priorities and actual percentage satisfaction with government services at all levels of government, and track how that is changing. F. E-Participation Electronic Democracy is one of important area that Pakistan government is working now and this is the solution Pakistanis are waiting for to solve inherent civil problems of Pakistan. There are many projects for improvement e-participation and e-democracy, one of them is E-Democracy in Pakistan project. The Pakistan political wing try to engage its citizens in policy discussions and to improve public services is amply manifested by the development of a measurement tool to gauge the usefulness of the information and services provided on its website. As we know that ICT provide innovative ways for citizen to interact, get involved and become empowered and these relate to more traditional approaches so it is under way in Pakistan to work in this phase and let their citizens to participate through tech-channels in the future. G. Open Government/data This dimension measures the extent of the access of the general population to information and knowledge. This includes the presence of policies relating to freedom of information, access to publicly funded research (open content), availability of

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government data in a reusable format (open data) and the ability of citizens to access information relevant to their needs. The Government of Punjab, Pakistan, has recently approved the Right to Information Act 2010 that enables public sharing of government data. As the act approaches the final stages of enactment, it has become imperative to develop an online platform that enables public sharing of government data with citizens and relevant stakeholders. Given the upcoming 2013 elections, soaring foreign and domestic investments in development projects, demands for increased accountability for public expenditure and transparent budgets, the Pakistani citizens’ interest in accessing open government data has skyrocketed. H. Cyber Security Pakistan Information Security Association (PISA) has been working for the last many years to highlight this much needed topic of Multi-Stakeholder coordination for combating Cyber Crimes. PISA will seek to implement an alliance with multi-stakeholders, including government organizations, academia, law enforcement agencies and Internet security specialists from the private and public sector, to leverage their respective expertise and resources for fighting cyber-crimes. Cyber Secure Pakistan | Pakistan Information Security Association (PISA) in association with Ultra Spectra presents a series of international conferences and awareness seminars on the much needed topic of “Cyber Security in Pakistan”. The basic purpose and motive behind this conference is to educate and aware the people of Pakistan against the ever increasing threat of “Cyber Crimes & Cyber Terrorism”. With the increasing growth of Information Technology in Pakistan, it has become imperative to educate the masses about the misuse of Internet.

2. Trends: The Government of Pakistan focuses on enhancing the government operation by implementing e-Government Strategy. The Government has approved the e-Government Strategy and Plan to implement across all organizations of government. There is a list of project which was implemented or under implementation on the website of the Electronic Governance Directorate at http://www.e-government.gov.pk/. Though some government websites show great promise, many are still built from a siloed, agency-centric perspective, with insufficient focus on developing websites and portals that are integrated, user friendly and consumer centric. Though a large amount of Internet users have visited a government website, reports consistently show that public sector websites lag the private sector. Additionally, the government has failed to meaningfully integrate lessons learned from best practices of leading online government services into its operations. Additionally still we have trends and issues in implementing authentication for full e-government services, rollout of broadband in Pakistan. community and citizen engagement initiatives by government, digital divide and digital inclusion projects being managed by government creation and use of digital content data repositories, and the development of digital strategies by government in Pakistan and lack of ICT resources all over the country.

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Peru 1

E-Government status by Indicators

A. Management Optimization In March 29, 2012 Peru government approved the "Plan of Action of Peru" with the Alliance for a society of Open Government. But this action plan is not the beginning of a movement based on e-Government, but the consolidation of a system based on e-Government enviable to the single, taken to its maximum development. The “Plan of action of Peru” is structured as follows five basic pillars of development in e-Government: Citizen Participation and Accountability, Public Integrity, Electronic Government, Fiscal Transparency and Access to Information and Transparency. The Peru’s e-Government master plan project has been initiated and implemented based on Peruvian government’s sustained commitment to the project and experience-based support of Korean government. The Peru’s e-Government master plan project was to analysis of Peru's informatization status, and establishment of vision and strategy of e-Government B. National Portal The main national portal is: The Peruvian national homepage and the e-services portal. These two sites can be considered “information portals”, as they hyperlink to the specific web pages where e-services and transactions are actually provided. Information about Peru in English is available for tourists. C. CIO in Government The legal framework related to electronic government does not consider the CIO position. The equivalent of a CIO in the Peruvian public sector is the Chief of the National Office for Electronic Government and Informatics (ONGEI). This office is a part of the Presidency of the Council of Ministers (Prime Minister Office) D. Online Services There is a law concerning the usage of digital signatures in the public administration but its provisions are still being implemented. E-Tender systems, as well as e-tax and e-payment systems are provided by certain government offices such as the National Tax Agency (SUNAT) and the National Registry of Civil Statuses (RENIEC). Civil registration services provide mainly information on the available procedures. As for consular services, the usage of ICT depends on the embassy or consulate. The Consulate General in Tokyo allows users to download forms; request information on the status of applications and its web page has a chat section (available on a designated weekday and time). E. E-Government Promotion Peru is still at the early stages of having an integrated e-government. Until relatively recently, the approach towards e-government development was solely agency-based (each agency and minister working individually on the development of electronic government only for that particular office). On-going implementation plans are assisted with grants from the World Bank and

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the Inter-American Development Bank, as well as ODA for electronic government implementation (e.g. Korea is currently working with the National E-Government Office to continue implementing the National E-Government Strategy). F. E-Participation Peru achieves good scores in terms of information available online, while it has got low score in where e-consultation and e-decision making are concerned. Government policies, budget and legislation are online. Contact details of government agency and/or government officials are provided on the Internet. Citizens can send letters to the President through a feedback form in his website. However, web 2.0 tools such as web forums, blogs, RSS, new letters, mailing list are not available in government websites. G. Open Government/data There is no evidence found on Open Government/data in Peru H. Cyber Security By the end of 2013, the Computer Crimes Act was enacted amendments and approved by the Congress. Seven articles were modified in order to deal with cybercriminals as well as to push more efforts on freedom press.

2

Trends

The Peruvian Government is working steadily in continuing to develop e-Government in Peru, but its pace is still slow compared to last year ranking. It seems that the priorities of the Peruvian people are more focused on other matter rather than the Information & Communication Technologies spreading all over the nation.

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Philippines 1. E-Government Status by Indicators A. Management Optimization Philippines has two strategic documents regarding the development of its National ICT projects; Philippines Digital Strategy 2011-2016 and e-Government Master Plan 2011-2016. These documents can be considered as the primary guideline for e-Government development. All projects related to the development of government ICT solution are centralized at Integrated Government Philippines Project (iGovPhil) which is managed by Department of Science and Technology (ICT Office Philippines, 2014). iGovPhil covers many aspect of government ICT integration solution such Government Cloud (GC), Public Key Infrastructure (PKI), Government Data Center (GDC), and National Archive and Record Management and Information System. (NARMIS). In order to make all government information system are interoperable each other, the iGovPhil hosts a periodic workshop and consultation on Information Interoperability Framework (IIF). Philippines use the piloting strategy to implement some projects. NARMIS project is piloted in Philippines ICT Office (ICTO), Metropolitan Manila Development Authority (MMDA), and National Archive of the Philippines (NAP). Government Project Management Information System (PMGov) is piloted in Department of Budget and Management (DBM), National Economic and Development Agency (NEDA), and Commission on Higher Education (CHED) (ICT Office Philippines, 2014). B. National Portal As the Philippines Government’s Web portal for citizens, www.gov.ph presents a wide range of information resources and online services from various government sources, accessible from a single point. It is considered as a gateway to improve the communication experience between the government and the public. Moreover, it provides information that helps the public to understand government structure better. The well-organized portal serves as a platform that assists the public as well as foreign investors to find desired information. To improve users’ connectivity and feedback experience, the portal also allows users to link government Facebook accounts that allow each individual user to customize the portal. The website contains accessibility features statement and allows receiving up to date information. The portal is available in official language – English. National Portal of Philippines have been using Web 2.0 technology and combining SNS features as well as being user-friendly and the portal have easy-to-use electronic services with the ability to search some information inside the portal. The National portal also integrated social network services, it’s helpful for citizens as well as business to connect to the Government and doing e-Services transaction. The portal connects users to Social media as well as there is customization feature that you can receive update mail notification. Among five investigated online services, e-procurement (https://philgeps.gov.ph), e-tax (www.bir.gov.ph), and e-customs (www.nsw.gov.ph) are the better than the rest two online services. These three online services provided the citizen the two way interaction with government. However, these systems are not equipped with e-payment.

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C. CIO in Government E-Government projects are monitored and integrated through the ICT Office of Department of Science and Technology. At national level, the head of ICT Office can be considered as the National GCIO. Since the Philippines would like to achieve an integrated government information system, IT Head manager or division in ministerial level can also be regarded as the GCIO. Introduced by CIO in private sectors, there is a CIO Forum (CIOF) where the CIO from government and private sector can share their experience about ICT development, current trend, or issues. CIOF is the Government organization to promote the strategic and wider use of ICT. The forum also strengthens the government-private sector partnership in promoting the use of ICT to enhance the delivery of services to the public (CIO Forum, 2014). D.

Online Services

E-procurement portal of Philippines is managed by Department of Budget and Management. According to Government Procurement Reform Act 2003, all government institutions are requested to use the portal for their procurement publication and announcement. E-tax system offers various services related to taxation for the citizens including business enterprises. There are full set of tax documents that could be downloaded by citizens. The website also provide with the guidance about how to filling in the documents. E-Customs Philippines offers the facilities to monitor the process of trading from checking the document to releasing the goods. The trader could predict the time needed for these processes. This enables the trader to minimize the cost thus reducing illegal payment in the customs processes. The other services, One-stop service and e-health are not in place on the e-Government Master Plan. E. E-Government Promotion There is neither official document nor evidence about the e-government promotion in Philippines. Regardless the absence of such regulation, Philippines has centralized the e-government fund under the ICTO. In addition to an e-government fund custodian, ICTO act as a think tank of e-government development (ICT Office, 2014). F. E-Participation To engage public participation using ICT, most of government portals in Philippines use the popular social media such as twitter and Facebook. The use of these social media is the additional channel for citizen to participate in government decision making process. Email, Forum and Newsletter are the model that has been implemented in some government portal prior to the social media booming. G. Cyber Security Philippines passed the Electronic Commerce Act in 2000. This act has been complemented by administrative orders in areas such as electronic evidence, e-consumer protection, digital signatures, e-banking and e-payment in government. It is based on UNCITRAL Model Law on Electronic Commerce. The Act sets out legal rules for the admissibility of electronic documents or messages into evidence, the onus of proof of providing an electronic document has not been tampered with, and other procedural matters relating to using electronic data as evidence (WIPO, 2014).

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In 2012, Philippines released the Data Privacy Act and Cybercrime Prevention Act. Compared to other countries within region, Philippines’ Data Privacy Act is the most modern privacy laws. This law incorporated a mix of guidance from the European Union, APEC, and OECD (Philippines Government, 2014). H. Open Data During the research, it is found that Philippines has encourage its IT resource; Programmer, System Analyst, Data Gurus, and Software Architect to develop a solution of using Open Government Data. This initiative is supported by main IT Company in the world such as Microsoft, Ideaspace, Mozilla, and Smart Group [http://data.gov.ph]. Some main ministries have published their open data. They are as follows: - http://www.dof.gov.ph/?page_id=4024 endorsed by Ministry of Finance - http://www.bsp.gov.ph/statistics/overview.asp endorsed by Central Bank - http://countrystat.bas.gov.ph/ endorsed by Agriculture Statistic Bureau

2. Trends Philippines have begun to use Cloud Computing as the platform for its e-Government. Philippines decided to choose the centralization model, which integrated the government information system, as the strategy in the e-government development.

Poland 1. E-Government Status by Indicators A. Management Optimization The newest strategy on e-Government is the National Development Strategy 2020. This strategy’s objective is to digitize public administration to the extent possible, to make government accountable and transparent to the public, and creating a central IT infrastructure for the entire government. 169 B. National Portal In December 2014, Poland launched the third version of its official promotional website, accessible at www.polska.pl. The new site is currently in beta testing.170 It is available in English and Polish. This portal gives general information about Polish history and culture, tourism, science and industry. It is easy to use and find information with its search engine and menu system. Besides the promotional portal, Poland has another portal called ePUAP to provide citizens and businesses with e-services. It is located at www.epuap.gov.pl. It was intended to electronically integrate all public registers and provide an integrated platform supporting a number of interactive services for citizens and businesses, with 169

https://joinup.ec.europa.eu/sites/default/files/cd/0c/f3/eGov%20in%20PL%20-%20 March%202014%20-%20v.16.0.pdf, page 13. 170 http://www.polska.pl/en/about/

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user identification/authentication, electronic case handling and ePayments, when needed. The latest version was updated in 2011 with two-fold purpose to enhance the portal's convenience for citizens and to facilitate the provision of e-Government services for public entities.171 C. CIO in Government There is no evidence on Government CIO found in Poland, but they do have a similar position in the Minister or Administration and Digitization. Rafał Trzaskowski currently serves in this role.172 D. Online Services In the Europe, Poland standing at 19th out of the 32 measured countries, online service accounted 79% and lower than EU average of 82%. Poland has not a centralized e-Procurement infrastructure but a Public Procurement Office’s (PPO) portal, which plays a central role in the development of e-Procurement. Poland issued 12 services for citizens as follows: The website http://www.e-deklaracje.gov.pl allows anyone with an electronic signature who has registered as an online client with the Taxation Office, to submit his/her tax declaration electronically.  The Labor Information Portal provides information for job seekers and employers. It provides access to a database of job opportunities across the country (system ePULS) http://www.mg.gov.pl Social security benefits are also issued by Polish Government, it includes Unemployment benefits, Child allowances, Medical costs, passport and driver’s license, Car registration, Certificates (birth, marriage) but some of them had information only without transactions. Regarding e-Health system, The National Health Fund has implemented a public information system of waiting list length and waiting times for health services at healthcare providers – available in all regional branches of the National Health Fund. Some healthcare providers have implemented appointment systems (mostly semi-interactive: the hospital has to call back the person who has filled in the form) E. E-Government Promotion Regarding e-Government legislation, Poland has an act on the computerization of the operation of the Entities Performance Public Tasks. It grants both citizens and businesses the right to contact public authorities electronically. This Act furthermore sets up horizontal/infrastructure programmes for all sectors of Public Administration and establishes a common interoperability framework for IT systems in the Polish public sector F. E-Participation The information society strategy is multidimensional and covers different aspects of information society development, included e-participation. It defines the vision and mission for the development of the information society in Poland. Within each of the 171

www.epuap.gov.pl https://joinup.ec.europa.eu/sites/default/files/cd/0c/f3/eGov%20in%20PL%20-%20 March%202014%20-%20v.16.0.pdf, pg. 25. 172

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three priority areas (Human, Economy and State), it maps out strategic directions and determines the objectives that should be accomplished in order to have achieved the desired outcome by 2013 G. Open Government/data MamZdanie.org.pl is the first nationwide service dedicated to open public consultation. It was created in response to the need for greater transparency in the creation of legislation and other documents defining public policies (at both national and local). H. Cyber Security The cyberspace of the Republic of Poland includes systems, networks and data communication services of particular relevance for the internal security of the country, operated, among others, by state and local government institutions, the banking system as well as systems to ensure the functioning of the country's transport, communications, energy, water and gas infrastructure and health care IT systems, where their destruction or damage may pose a considerable threat to human life or health, national heritage and environment or cause serious damage.

2. Trends Poland has taken significant steps towards the development of an e-Government framework that aims to define the rights and obligations of both citizens and businesses. The new trends for e-Government development regarding the e-Government strategy and focus on: i) The Strategy for the Development of the Information Society in Poland until 2013 and ii)The Computerization Development Strategy of Poland until 2013 and Perspectives for the Information Society Transformation by 2020 sets out the framework for the development of Poland's Information Society

Portugal 1

E-Government Status by Indicators

A. Management Optimization The Technological Plan was introduced in 2010 with the title “Digital Agenda 2015 - New Technologies. Better Economy” 173 The strategy document seeks to improve the quality of service provision for citizens and businesses through the use of new generation networks. And On December 2012, a new Digital Agenda was approved by the Council of Ministers. It aims to contribute to the development of the Digital Economy and the knowledge-based society, preparing the country for a new model of economic activity centered on innovation and knowledge and a new industrial policy, as a basis for the provision of new products and higher value-added services and targeted to international markets. Therefore, the Portugal Digital Agenda no longer focused only on government action and public administration, and also have a strong 173

https://joinup.ec.europa.eu/node/125512

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involvement and participation of civil society and the private sector, in particular, of the entities related to the ICT sector.174 B. National Portal The citizen’s portal offers more than 950 citizen-oriented 24/7 services provided by a total of 163 bodies and public entities. While information in the portal (www.portugal.gov.pt) is available in both Portuguese and English, access to the other two portals is only available in Portuguese. Although it has well-structured navigation and participatory features such as Twitter and a newsletter, there is still a lack of higher Web 2.0 communication, such as blogs, forums or polls. C. CIO in Government Regarding the CIO mandate, there is no information about a law creating or mandating the position of CIO in the Government and also defining the role and function of a CIO. CIONET175 is a CIO organization or association found in 12 European countries including Portugal. Members of the CIONET are mostly private sector CIOs, CTOs and IT managers. D. Online Services All e-services176 in Portugal such as e-Tender systems, e-Tax systems, e-Payment systems, Social Security Services and Civil Registration Services are presented with two-way interaction and protected with security. Concerning the e-Health systems the Government provides a wide range of information on public healthcare. E. E-Government Promotion At the Government and local level, some activities such as the e-Government strategy, e-Government policy, and training e-Government for citizens as well as e-Government conferences are going well. They also have a National ICT development fund and ICT budget to develop e-Government. At the local level there are some initiatives to promote e-services and to simplify processes within the initiative Simplex municipalities. Having private-public partnership would be important advantage at different requirements such as training, promoting, over-sight and think-tanks. Furthermore, e-government is highly promoted through the broader European Union (EU) in its e-Europe program on top of national promotion of digital governments and e-Services in member states. F. E-Participation In general, government web sites demonstrate interactive functionality and good design. Furthermore there are observed SNS applications available. On the other hand, in terms of participatory decision making processes or public discussions, national online portal presence offers limited public engagement. There are online channels besides dedicated phone services to lodge a request or grievance. However, even with increased public awareness and enhanced web portals, there is little available evidence to show that the government takes the opinions of 174

http://www.portugaldigital.pt/objetivos/ http://www.cionet.com/about/cionet-portugal/advisory-board/ 176 http://www.portaldocidadao.pt/PORTAL/pt/AcessoRapidoServicos/ARS 175

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citizens into account during decision-making processes. Taking young people into consideration and adding Web 2.0 applications such as blogs or web forums are promising tools which could encourage more use of e-government services. G. Open Government/data The Open Data portal “www.dados.gov.pt” beta version was made available to the public in November 2011 as following international practices in open government data, the Agency for the Administrative Modernization (AMA) is committed to the development of a wide and open platform containing all kinds of data from public bodies. The “www.dados.gov.pt” Portal makes available to citizens an extensive range of information from very diverse areas. The objective of this policy - keeping in mind the right of any citizen to consult public administration information - is to democratize that access by facilitating the means to obtain it. It is based on the premise that the average citizen is interested in consulting such a vast amount of data. However, the main objective is to make this data available to be studied by researchers. On the other hand, as seen in other countries, the availability of data fosters the development of software applications that render them useful for several purposes. H. Cyber Security Regarding incident response capabilities, although Portugal does not have a formalized national CERT. CERT.PT acts as a de facto national CERT. CERT.PT is responsible for the network that serves universities and schools, the Internet domain .pt, the Portuguese Internet exchange point. Formal agreements have been settled between CERT.PT and major ISPs to build a cooperative environment and an information sharing platform regarding incident response, preventive measures and awareness raiding in general. The same kind of agreements is being established with Government agencies.

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Trends

In general, the most important challenge facing Portugal on the way to the knowledge society is digital literacy. The population is aging fast and the old-age dependency ratio is projected to increase from 25.2 % in 2004 to 58.1 % in 2050. Therefore, ICT policy for the aging society is an issue which the Portuguese government must focus on. In addition, in June 2014, Portugal prepared the launching of the Digital “Key Mobile,” a complementary authentication solution through mobile devices, safer than access via username and password, to electronic public services. This provides more security to the State and simpler access for the citizen.

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Romania 1. E-Government Status by Indicators A. Network Preparedness According to the data provided on Broadbandforall.eu Romania has 87 per cent connected to broadband internet. Approximately 50% of people in Romania were Internet users in 2013, according to the International Telecommunication Union (ITU). About 38% have wireless broadband subscriptions, but only 17% of the population has a wired broadband connection177 B. Management Optimization The e-Government system is to be the main tool for building a national integrated system (NES) which would be designed to be the unitary interface that connects all public administration and the citizens as well as the business sector. NES has to be developed in parallel with the portal as NES will be the point of access for citizens and businesses to the government portal. It is mentioned on Romania’s National Reform Program for the year 2013-2016 that, ‘Improvements to the business environment should be integrated into a wider, coherent e-government strategy to promote an administrative culture of transparency and legal certainty and provide for better public online services’ C. National Portal The National Portal www.e-guvernare.ro is a one-stop-shop services providing a single point of contact to public services at national and local services and incorporates a transactional platform. Links to all the departments of central and local government are also included in the portal, as well as information regarding the legislation and regulations related to the interaction with the Public Administration. The portal allows for convenience in retrieval of not only information and working procedures but as well as interactive forms needed by service providers who need to conduct activities in Romania. D. CIO in Government The role of CIO is not played by an individual but rather is held by the Ministry of Communications and Information Society, through the National Center for Management of Information Society (CNMSI). There is a relatively new, private organization called The CIO Council, whose members are management staff of large national and international companies operating in Romania. CIO council organized the first National Conference of IT managers in Romania about the future of IT in March, 2013. Among different aspects of discussion one was future of CIOs in Romania E. Online Services Cyber and e-commerce legislation have been enacted. Regarding the e-services, through the Unique Form System there are six services online available at present, 177

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some of them are online with two-way interaction and security. In e-Identification and e-Authentication the Romanian government in March of last year approved the development National Person Identity System aimed at creating a computerized record of civil status for all citizens. This project also includes services such as the issuance and management of identity documents in accordance with Romanian legislation and EU recommendations. Romanian Government also has e-Payment project which aims at facilitating citizens’ interaction with the Public Administration by allowing for electronic payment of fines, taxes and other fiscal obligations via bank cards. F. E-Government Promotion There is a portal dedicated to e-government promotion in Romania http://fonduri.mcsi.ro/. MCSI launches various ICT project competitions and finances the winning projects. There are national funds allocated to the e-government projects. Seminars and conferences are organized. However, citizen awareness has yet to be raised through campaigns and ICT educational projects meant to diminish the digital gap between urban and rural, age and education categories. Almost all activities on e-Government from Government such as conferences, training for e-Government, advertisements for e-services are implemented in national level. As part of e-government promotion initiatives, Romanian Ministry of Information Society introduce the transformation theme as “from [Nice to have] to [Must have]” G. E-Participation The national portal www.e-guvernare.ro of Romania has improved over time. The portal is a one stop service site for citizens. In term of e-Inclusion, Even though an e-Inclusion dedicated strategy was never in place, it can be found in some strategies and political documents related to Information Society such as e-Romania and the National Government Plan. In the National portal, there are no blog or SNS services used by Government agencies. In term of e-Information, they received low score and there is evidence to show that the government takes the opinions of citizens in decision making processes. H. Open Government/data In October 2013, the Government launched data.gov.ro, unique national platform open data loaded by public institutions in Romania. The portal currently hosts 101 datasets that can be reused for commercial or non-commercial. I. Cyber Security The governmental decision on setting and implementing the National Center for IT incidents has been adopted in Romania and currently authorities are making efforts to operationalize this unit. The purpose Romania cyber security strategy is to define and maintain an environment virtually certain, with a high degree of resilience and confidence, based cyber infrastructure national, which is an important support for national security and good government, to maximize the benefits to citizens, businesses and society Romanian. Cyber Security Strategy of Romania presents the objectives, principles and major Action awareness, prevention and countering threats, vulnerabilities and cyber security risks to Romania and to promote the interests, values and national objectives in cyberspace.

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2. Trend Since the beginning of the decade, Romania has passed fundamental ICT-related laws, planned and implemented the first steps towards an Informational Society but there is still much that needs improvement. Romania has the advantage of good ICT infrastructure in place and of the great availability of IT professionals. The e-Romania project has yet to be implemented. Local e-government initiatives are underway in several regions but there are big differences among regions. A government oversight board would be necessary. E-participation also needs to be enhanced.

Russia 1

E-Government status by Indicators

A. Management Optimization Creation of a single information space for Government and its agencies has proved to be the most challenging for e-government implementation in Russia. At first, most of the large scale projects were managed independently by several federal agencies resulting in partial duplication and incompatibility of implemented information systems. Although, to date most of the institutions have their IT systems in place enabling automation of the key processes, implemented ERP systems cover only 2-3 processes and thus don't allow full automation. At present government efforts are focused on modernization of integrated enterprise network, installation of interagency electronic request system and integration of regional e-government portals to the Unified System of Identification and Authentication. Currently 62 out of 85 provinces in Russia are connected to Unified System of Identification and Authentication for accessing regional and municipal public services. That system is expected to be used by all 85 provinces for identification and authentication purposes. The government puts forward the objective of making the system accessible for 35% of population by the end of 2014 and for 70%- by 2018. B. National Portal The national e-service portal of the Russian Federation has been modified and redesigned. The portal has a private password protected area which allows access to services that need personal identification. Currently, online users can access the portal to find out about the service procedures, and required documents; download forms and online applications, send requests, pay utilities and civil penalties. The portal has feedback features allowing people to inquire about the functionality of the portal and offered services. The portal has a separate version for people with vision difficulties providing a limited number of services. The portal doesn’t allow changing font size of the text and spacing between words, and no text vocalization is provided. There is no policy statement of how the portal caters to disable users. More advanced features such as multimedia shows; sharing tagging, podcasts plus others are not available yet. The main functionality of the national portal is available only in Russian. Opting for English, German or French languages limits the availability of services to very basic insufficient information on receiving or extending temporal and permanent residents

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permits. Priorities for further portal development include the increase of its usability and expansion of transactional services. The government has set a goal of achieving transactional stage by 2015. C. CIO in Government Russia doesn’t have a CIO position. The Department of public policy for e-government development established within the Ministry of info-communications and mass media is responsible for the development and coordination of e-Government program. Minister of info-communications and mass media is in charge of general management of the department, while deputy minister is responsible for coordination and control. The head of the department, in turn, is personally responsible for execution of department’s functions and is appointed by the Minister of info-communications and mass media. № 238-р government decree adopted on February 22, 2012 stipulates that ‘Rostelecom’, an incumbent telecom company, is the only contactor (executor) of e-government program, responsible for further development and implementation of info-communication infrastructure and e-government systems in Russia for the period from 2012 till 2014. In particular, Rostelecom is responsible for development of e-service portal; ensuring e-government services are accessible through mobile devices; network integration, employment of e-signature system, implementation of regional e-government initiatives etc. D. Online Services The e-services are currently available through integrated e-service portal and accessible via password protected personal accounts requiring two-stage identity confirmation. Personal account is also accessible via e-signature and universal ID card. Maturity of provided services is not uniform among the regions. Payment services such as paying utilities fees, driver civil penalties are made available through personal account on the portal in some regions. E-Tax service is not fully transactional. To use e-tax service a user is required to install special software and fill a tax form using that software. The form is then to be sent to tax authorities through the portal. Upon the confirmation of the receipt a taxpayer is required to submit a paper-based declaration to the local tax authority. Social security services, civil registration and consular services are currently limited to information request and downloading forms. They are however prioritized be made transactional by 2015. E-health services are currently limited to appointment reservation. Implementation of e-health has been lacking unified approach and coordination resulting in incompatibility of employed systems. E. E-Government Promotion According to the available estimates, as many as 65% of Russian citizens receive public services by paying a visit to respective governmental bodies, 25% receive services through multi-functional service centers and only 5% of citizens use e-service portal. To increase the uptake of the services the government plans to expand available services, their functionalities and ease of use, and to ensure their accessibility from mobile devices. Though the importance of creating awareness and providing training

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for citizens on the use of e-services is shared by various parties involved in e-government implementation, no concrete measures in this regard have yet been announced by the government. F. E-Participation The 2012 United Nation E-Government survey stresses that e-participation promotes sustainable development, and the social-economic uplift of the people; that the role of government requires a shift from that of a controller of information and service to that of a proactive facilitator. For this, citizen inclusion as a result Russian Federation is been ranked 8th out of 120 countries and is among the top e-participation leaders with index (0.6579) ranging between 34%-66% leading Europe. Additionally, it promotes e-information at 50%, e-consultation at 59%, and e-decision making at 17% making a total of 53. Although some improvements have been done most of public authorities' information is not available online especially in English. The President and the Prime Minister both have their official websites. Citizens can contact their leaders, ask questions or send suggestions through feedback forms on these websites. http://blog.kremlin.ru is the official weblog of the Russian President, where citizens can discuss, comment about political strategies. Web 2.0 features such as, RSS, sharing, mailing list, newsletters and social media networks like twitter, Facebook, and blog are also available at the portal.

2

Trends

Maturity of services provided through one-stop portal is not yet uniform among the country regions and is expected to be steadily enhanced. The government aims at least 70% of services to be available through the portal by 2018. Other plans include ensuring the services are available irrespective of geographical location, provision of several channels for service access including mobile access, the internet, call-centers and on-site service machines. E-Health systems are expected to be optimized and integrated expanding the services available through one-stop e-government portal to include requests of sick-leave certificates, electronic prescriptions and electronic inquiries.

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Saudi Arabia 1. E-Government Status by Indicators A. Management Optimization E-Government strategy in Saudi Arabia has been divided into two ambitious plans. The E-government Program has been assigned the task of developing and implementing these plans and strategies in cooperation with government agencies. The First Action Plan, from 2006 to 2010, has been completed. Now, Saudi Organizations are in the process of launching the Second Action Plan, from 2012 to 2016. The second action plan based on the achievements of the First Action Plan, Yesser developed the Second Action Plan, in collaboration with government agencies, universities, private sector, and representatives of the general public, a consulting firm and international consultants. Communication with stakeholders started with Minister of Communications & IT, members of Yesser steering committee, Second Action Plan develops advisory committee, members of which include IT chief executive officers in some government agencies, universities and representatives of the private sector. Stakeholders and the consultant team reviewed existing e-Government status and developed a strategic perspective for the future of e-Government in Saudi Arabia. B. National Portal The Saudi e-Government Portal "Saudi" www.saudi.gov.sa is the central Saudi Arabian government portal through which not only citizens, residents, businesses and visitors but also other government organizations and businesses can access e-services online. This approach has been chosen as the best way to enable government services in an efficient manner. The portal makes e-Services accessible anytime from anywhere through the Internet. Broad eService accessibility is achieved by providing e-Services via the portal either by integrating with other government agencies or through links to their websites. 178 C. CIO in Government Saudi Arabia Government combined with IDC announced the organization of Saudi Arabia CIO Summit for the first time in Saudi Arabia in 2011. Saudi Arabia CIO Summit aims to shed light on the challenges facing the Information technology sector in the Kingdom and discuss problems and strategies of government and private organizations, in addition to sharing experiences between decision makers and elite officials in the kingdom's IT sector. As the role of a CIO is becoming less technology focused and more strategy oriented, CIOs in Saudi Arabia are becoming more engaged in setting strategy, enabling enterprise change, and solving business problems, as well as IT problems.  The Director General of the e-Government Program (Yesser) has a role very similar to that of a national government CIO. This position is currently held by Eng. Ali Bin Saleh Al-Soma.179

178

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D. Online Services The national portal is one-stop-service that provides e-service to citizens, business and also government agencies. All e-service focus on user or citizen centricity, in total, Saudi Arabia government suggested 150 government services e-enabled and implemented during the period 2006-2010 through internet. Beside the e-service, government also introduced mobile services to all citizens. E. E-Government Promotion The Government of Saudi Arabia has attached high interest to the e-Government Concept and the transformation process that leads to implementation of such a concept. It strongly believes in the huge benefits such concept of e-Government entails for the National Economy. Accordingly, the Supreme Royal Decree number 7/B/33181dated 10/7/1424 (7/9/2003) included a directive to the Ministry of Communications and Information Technology to formulate a plan for offering government services and transactions electronically. Transformation to an Information Society cannot be achieved without comprehensive collaboration and concerted efforts to realize the specified objectives. Therefore, the Ministry of Communications and Information Technology (MCIT) established the e-Government Program “Yesser” in 2005 in conjunction with the Ministry of Finance and the Communication and Information Technology Commission (CITC). F. E-Participation Based on the second action plan, it provides for using IT & communication tools to support citizen participation in government processes including administration, service delivery and decision making. The United Nations’ E-Participation Index ranked Saudi Arabia 51st in 2014. This is a large drop from 2012, when they placed 22 nd, but it a significant improvement over 2010, in which they placed 102nd. 180 These unusually volatile numbers seem to be context-dependent, and suggest that Saudi Arabia has the ability to be a leader in e-government participation, if not the political will. G. Open Government/data Saudi Arabia has open government/data in some fields, such as social insurance, trade, education and training, social services, population and health care. User can download or share all the data that government provided in the website. H. Cyber Security The Council of Ministers, headed by the King Abdullah bin Abdulaziz, approved the Anti-Cyber Crime Law.181 The law provides for a jail sentence no more than a year and a fine no more than SR500,000, or any of the two punishments, for any person committing the crimes described in the law. The above law strikes an important balance between the right of the society to benefit from new technology and the right of the 180

http://unpan3.un.org/egovkb/en-us/Data/Country-Information/id/149-Saudi-Arabia

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http://www.citc.gov.sa/English/RulesandSystems/CITCSyste/Pages/CybercrimesAct.as px

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consumer for protection of his/her privacy. It also paves the way for establishment of IT legal system that safeguards the rights resulting from the legal use of computers and information networks. Its stated objective is to protect public interest, morals, public ethics, and the national economy.

2. Trends Saudi Arabian e-Government development is in the second phase of its action plan, and there is still great opportunity for further improvement to increase the speed of implementation, and to build on the momentum that has been established. The major strategic benefits from the e-government program to the Kingdom of Saudi Arabia remain the same as those identified in the first action plan: - Better services for citizens and businesses - Increased efficiency and effectiveness - Support the move to an information society In order to successfully implement the Second National e-government Action Plan, this national Vision must be used by each government agency to develop an individual e-government Vision and strategic action plan for individual agencies and sectors.

Singapore 1. E-Government Status by Indicators A. Management Optimization The latest national e-government master plan is the 5-year Singapore eGov2015182 master plan released under the cooperation of the Ministry of Finance (MOF), the Ministry of Information, Communication and the Arts, and the Infocomm Development Authority of Singapore (IDA). The term of “collaborative government” is referred many times in the plan as the way to emphasize the government’s visions in e-government development. By extending previous successful programs, a number of e-government initiatives have been continuously implemented recently for helping government in daily operation activities. The Whole-of-Government Enterprise Architecture (WoG EA183) is a program with the target of enhancing inter-agency systems interoperability by establishing sets of technical and data standards, shared systems and services, as well as the guidance and methodologies in building EA for each agency. To support for the WoG EA framework in terms of infrastructure and security aspects, another initiative namely the Government Cloud (G-Cloud184) was developed. Base on this next-gen infrastructure, each agency can implement a private government network to meet its own requirements (e.g. the iCONnect system of 182

http://www.egov.gov.sg/egov-masterplans/egov-2015/vision-strategic-thrusts

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http://www.egov.gov.sg/egov-programmes/programmes-by-government/whole-of-gove rnment-enterprise-architecture-wog-ea 184

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Ministry of Education) by subscribing to the so-called Infrastructure-as-a-service. In the future, the government is expected to offer necessary Software-as-a-service features such as business analytic or web content management. B. National Portal The official portal of Singaporean government locates at www.gov.sg which is a unified custom-centric gateway to provide all necessary information relating to government and public services. The user benefits from the portal’s serving are categorized into 4 types: Government, Citizens, Businesses and Non-Residents. The Government section provides updates about the country’s general information, its Government, latest news and events; the Citizens and Residents section (or eCitizen185) provides information and personalized government interactive online services targeting Singapore citizens and permanent residents; the Businesses segment (or Enterprise One186) offers access to business services and information through over 20 topics, industry guidance and quick search tools; and the last one, the Non-Residents segment bring information about visiting, relocating, working, studying or doing business in Singapore to foreigners and visitors. C. Government CIO In Singapore, the IDA plays the role of a Government Chief Information Officer (GCIO187) together with the “e-government owner” – the MOF. As stated on its website, IDA is responsible for “master planning, project-managing and implementing various infocomm systems and capabilities for the Government”. To accomplish this mission, this organization supervises and manages IT standards, policies, strategies and procedures for the Government as well as administers the security and infrastructure of ICT. With the presence of IDA, Singapore government is aiming to promote the role of CIOs in the public sector and to increase the success rate of Government IT projects. On January 2014188, IDA has appointed Mr. Chan Cheow Hoe as the GCIO and Assistant Chief Executive of the Government Chief Information Office / Government Digital Services with effect from 1st April, 2014. Being the leader of GCIO, D. Online Services The online presence of Singapore Government could be seen through 4 national portals (Government, Citizens, Businesses and Non-Residents) and more than 400 websites of various agencies which are serving for different kind of users. The eCitizen6 portal launched in 2012 has been considering as the one-stop portal for government information and government online services. Moreover, in order to execute secure transactions with different government agencies, citizens are supported with the 185 186

http://www.ecitizen.gov.sg/ http://www.enterpriseone.gov.sg/

187

http://www.ida.gov.sg/About-Us/Organisation-and-Team/Government-Chief-Informati on-Office-Wing 188

https://www.ida.gov.sg/About-Us/Newsroom/Media-Releases/2014/IDA-appoints-newGovernment-Chief-Information-Officer-Assistant-Chief-Executive

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single-sign on feature: SingPass189. For the business, the EnterpriseOne7 is the portal serving for Singapore business community by employing the so-called Online Business Licensing System. In order to facilitate and enhance the transparency of public procurement, a one-stop e-procurement portal called GeBIZ 190 was implemented which allows suppliers to search for government procurement opportunities and to make online bidding, as well as enable public sectors to post quotation and tender invitations. One of the most noteworthy developments in e-health that Singapore government has carried out in recent years is the National Electronic Health Records (NEHR) system which aims to establish an integrated health record system, allowing patients to move effortlessly across healthcare institutions in the country. Other flagship e-government projects are worth mentioning such as IRAS for tax declaration; TradeNet for custom and trading; and so on. In summary, the Government is committed to offer more innovative e-services in the coming FY2015 by setting aside $2.2 billion for procurement of ICT projects in support of beefing up public-sector services. Some of the key areas of procurement will include digital and data services, data analytics, cloud services, web services, infrastructure and the development of Smart Nation Platform. E. E-Government Promotion Singapore Government has carried out numerous of activities in order to promote for e-government development ranging from renovating regulation environment, conducting users’ perception surveys, awarding government agencies who provided excellent quality services, to broadcasting government activities online. The IDA’s e-Government Customer Perception Survey is conducted annually by the MoF and IDA on citizens (G2C) and businesses (G2B) to “assess the level of receptivity towards e-Government initiatives among the general public; and to identify areas for further improvement. By 2014, the percentage of Singaporeans who have transacted with the Government online using e-services has increased from 80% in 2012 to 91% in 2014. In fact, 98% (rating of 4 and above-out of a scale of 6) were satisfied with the overall quality of Government e-services, while 74% were very satisfied (rating of 5 and above – out of a scale of 6)191. Caring about the use of e-government in silver society, IDA has set up about 90 Silver Infocomm Hotspots (SIHs) to provide computers and internet services access for seniors free-of-charge. Nine senior-friendly IT learning hubs, called Silver Infocomm Junctions (SIJs), are established island-wide which offer affordable infocomm training and customized curriculum for seniors192. Regarding legal framework promotion, the Policies and Regulations section on IDA’s website is the place where various roles of IDA under legislation are introduced. To promote e-Government usage and to protect citizen, the Singapore Personal Data 189 190

https://www.singpass.gov.sg/ https://www.gebiz.gov.sg/

191

http://www.ida.gov.sg/Tech-Scene-News/Facts-and-Figures/Survey-Reports/Annual-eG overnment-Perception-Survey-Citizen-Conducted-in-2014 192

http://www.ida.gov.sg/Learning/Community-Development/Silver-Infocomm-Initiative/ Silver-Infocomm-Junctions-and-Hotspots

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Protection Act (PDPA) is to build trust by protecting individuals’ personal data against misuse while promoting proper management of personal data in public and private organizations. It is administered and enforced by the Personal Data Protection Commission (PDPC). F. E-Participation As part of ongoing efforts of Singapore Government to promote e-services delivery and enhance social inclusion, a number of initiatives have been launched. The latest G2C program has been launched is OneInbox 193 (December 2013) which was introduced as “an official government platform where individuals and businesses can receive all their government-related correspondences electronically, in place of hardcopy letters”. The CitizenConnect194 project is a network of service stations with the target to offer Internet access and bring available online services closer to all citizens. Another method to engage more citizens to government’s activities is REACH 195 (reaching everyone for active citizenry@ home), a platform formerly known as Feedback Unit started in 1985 to provide Singaporean a forum to express their views, offer consultations and take part in national debates). On the same line of purpose, a website called “eCitizens Ideas!” has been announced as a crowdsourcing platform to leverage public knowledge and ideas to solve the current problems and issues Singapore is facing with. To date, there are at least 31,432 unique visitors to eCitizen Ideas! With 41 challenges hosted and 476 ideas posted196. In addition, to gather usage experiences from mobile phones users about broadband speed, latency and coverage of mobile networks (2G, 3G, 4G, Wifi), a mobile app called MyConnection SG is delivering to end users. Citizens in a specific location could make a test about upload/download speed provided by the app and then send their feedbacks to IDA. Singapore Government also focuses on enhancing user experiences in e-service design to bring greater convenience to citizens. One of the innovative ways is to utilize the online virtual assistant which provides a human-like interface to support citizen’s enquiries. A new feature called MyInfo will be introduced on the eCitizen website to save up citizens’ effort in form filling, so that Singaporeans will only need to provide personal data once, instead of doing so for every electronic transaction. Finally, the adoption of the IBM’s Watson Computing Machine in government sectors is hoped to improve the citizen’s accessibility and personalization of government information. G. Open Government / Data Singapore announced the release of more data and its intension to make all datasets on data.gov.sg and OneMap machine-readable by the end of 2013, with an eye on driving social innovation and co-creation. Data.gov.sg197 is a one-stop data portal with 8600 datasets from 60 public agencies, currently. Data.gov.sg was initiated by the MOF along with the IDA. Since its launch in 2011, the portal has seen a 60 per cent increase in number of datasets. The following data sharing principles aim to guide the 193 194 195 196

197

http://www.egov.gov.sg/egov-programmes/programmes-by-citizens/oneinbox http://www.egov.gov.sg/egov-programmes/programmes-by-citizens/citizen-connect https://www.reach.gov.sg/AboutREACH/Overview.aspx https://ideas.ecitizen.gov.sg/ http://data.gov.sg/common/about.aspx

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Government agencies’ Open Data efforts. H. Cyber Security July 2013, The Government launched a five-year National Cyber Security Master plan 2018 to further secure Singapore's cyber environment. The IDA is the governmental organization responsible for Singapore’s infocomm development and security. The master plan will continue to strengthen Singapore’s cyber security by: enhancing and the nation’s critical infocomm infrastructure (CII); promoting the use of cyber security measures among businesses and individuals; and developing Singapore’s infocomm security talent pools. Regarding to organizational aspects, the Monitoring and Operations Control Centre (MOCC) has been established in late 2014 to “provide the government with a full suite of capabilities to guard against security threats and respond to them in a timely manner”. Also the Cyber-Watch Centre (CWC) has been upgraded in early 2015 seeking to strengthen the government’s detection and analytical abilities. In April 2015, a new Cyber Security Agency (CSA) was formed under the Prime Minister’s Office to coordinate public- and private-sector cyber defense efforts in forecasting more complicated emerging cyber security threats. The Singapore Computer Emergency Response Team (SingCERT198), a former unit of IDA is now operating under the roof of the new agency. It continually delivers patches to update computer systems with the latest security features or plug technological loopholes. In term of legislation framework, Singapore has been enacting, amending and consistently updating several laws against heightening cyber security threats. Some of them are: The Electronic Transactions Act (ETA); The Evidence Act, The Spam Control Act 2007; The Computer Misuse and Cybersecurity ActComputer Misuse Act (CMAIt renamed to the Computer Misuse Act in 2013), enacted in 1993; The Copyright Act and Trade Marks Act, and so on.

2. Trends The processing e-Government master plan eGov2015 aims at achieving the vision of a collaborative government that co-creates and connects with the people. eGov2015 was developed with inputs from the people, private and public sectors through the enabling power of infocomm technologies. The eGov 2015 guides public agencies in the implementation of new ICT programs for both citizens and government. Singapore government has some Issues about future trends concerning e-government; the key issues are to facilitate citizen’s access to ICTs, adapting organizations to ICTs and opening the internal structure of government to the political and social environment. The Singapore government objectives are to fulfill the needs of their users and achieve maximum value for money for the taxpayer. Currently, the focus is shifted to the productivity and effectiveness improvement by using ICT.

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South Africa 1. E-Government Status by Indicators A. Management Optimization Most objectives are intended to help Interior better execute administrative and supporting functions that exist across the entities. These functions, while in many cases part of the “back office”, play critical roles in accomplishing the missions for which Interior is responsible. They are also crosscutting and have impacts across the Department and all mission--̺related activities. The usage of ICT in South Africa improving day by day in internal processes and the government’s computerization efforts and the level of ICT integration is very good since last couple of years. SITA is committed to leveraging Information Technology (IT) as a strategic resource for government, managing the IT procurement and delivery process to ensure that the Government gets value for money, and using IT to support the delivery of e-Government services to all citizens. In short, SITA is the IT business for the largest employer and consumer of IT products and services in South Africa – the Government. B. National Portal The South African government has a plan to create an e-government gateway (www.gov.za) the interface of portal is modified and becomes friendly with users. The portal is also called the Batho Pele Gateway (Putting People First) and is a core component of the government’s service delivery improvement program. Moreover, South Africa portal provides information that helps the public to better understand government structure. The well-organized portal serves as a platform that assists the public to find desired information as well as the portal also connect users to Social media C. CIO in Government CIOs have been appointed to ensure effective planning and implementation of IT strategies within the provinces of South Africa. GITO monitors CIOs to ensure that improvements are implemented, and to establish IT policies and implementation in provinces, but there is no CIO association in the country. Recently, there is some CIO training for being certified. This Multi-disciplinary Certificate in CIO Practice is aimed at people aspiring to fill the CIO role, and covers a mix of topics dealing with issues relating to technology, strategic (C-level) management, business and human capital management processes, and ICT policy in regulation. The focus is to provide an integrated overview of issues and trends in all of these areas. D. Online Services The version of the eHealth Strategy was aligned to the strategic priorities of the Health Sector for the 2009-2014 term office of government. The 2011 version of the eHealth Strategy was endorsed by the Heads of Health (National and Provincial) on the 23rd March 2012, as a roadmap of the health sector. It was endorsed by the National Health Council (National Minister and Provincial MECs for Health on the 19 th April 2012). Although large sums of money have been used to procure health ICT and HIS in South Africa in the past, the ICT and HIS within the Health System are not meeting the requirements to support the business processes of the health system thus rendering the

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healthcare system incapable of adequately producing data and information for management and for monitoring and evaluating the performance of the national health system. This results from the lack of technology regulations and a lack of policy frameworks for all aspects of infrastructure delivery. E. E -Government Promotion Through the public-private partnership ICT in South Africa has tried to experience a different phenomenon where they try to promote government activities and marginalized groups like women. The use of ICTs within government, whether this is for the purpose of improving service delivery to citizens or to enhance back-office operations has been significant for at least the last two decades. Huawei South Africa has partnered with Khulisani to launch a mobile Information and Communications Technology (ICT) Training Centre Project to provide computer skills training to schools for underprivileged, disabled children, in the South of Johannesburg. The objectives of the ICT Centre are to provide a firm foundation in terms of computer literacy, focusing specifically on basic desktop training, MS Office Suite and internet access. E-learning initiatives have been introduced and two individuals have been trained and are being developed with the knowledge, skills and experience to provide computer literacy training and e-learning. . In short we can say that the South African e-Government promotion has reduced the cost and burdens for businesses and other government entities, not forgetting that people are better informed decision̺making by policy makers. F. E-Participation The national portal www.gov.za is divided into two parts; information and services. There is information on the structure of government, online services and links to other government bodies. The portal also provides the official contact details of many senior government officials allowing citizens the opportunity to reaching out directly to decision makers. Use of web 2.0 technologies is limited. In the part of service for residence, the citizen can access and change their personal identification by themselves via online registration. Provincial and Local Liaison provides development communication and extends government's information infrastructure through partnerships with provincial and local government. It coordinates the establishment of Thusong Service Centre (TSC) programme. By February 2012, there were 171 such centers. They aim to bring government services closer to the people. ICT provide innovative ways for South African citizen to interact, get involved and become empowered and these relate to more traditional approaches and country hope that through promotion of e-government we can enhance e-participation among South African citizens. G. Open Government/data South Africa has released the new action plan in preparation for the OGP summit in London, November 2013. The Second Country Action Plan was prepared by engaging in a consultative process with participants across the spectrum. The principle adopted was that of progressive implementation, which means that the developmental objectives will be attained as part of delivery against NDP. The commitments listed hitherto seek to improve and buttress the values enshrined in section 195 of the Constitution. South Africa continues to celebrate the collaboration

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with citizens and organized civil society formations. This collaboration is indicative of a commitment to improve the lives of the people for the better. H. Cyber Security The government released A National CyberSecurity Policy Framework for South Africa in 2011 May. The government is intended to provide a holistic approach pertaining to the promotion of cyber security measures by all role players- State, public, private sector, and civil society and special interest groups- in relation to cyber security threats. This framework is supported by a national cyber security implementation plan. The South African government try to under process various subjects that regulated by Law include such as e- information and e-documents, e-signatures, Electronic transactions, Data privacy, Domain names and Online content in the near future ICT Strategy policy.

2. Trends Though some South African government websites show great promise but at the same time many are still built from a siloed, agency centric perspective, with insufficient focus on developing websites and portals that are integrated, user friendly and consumer centric as well as beside working on technical perspective South Africa required to work on their long term ICT strategic plan and its e-government application and policies.

Spain 1. E-Government Status by Indicators A. Network Preparedness Approximately 72% of people in Spain were Internet users in 2013, according to the International Telecommunication Union (ITU). About 67% have wireless broadband subscriptions, but only 26% of the population has a wired broadband connection199 B. Management Optimization In 2012, the government improved The Strategic Plan for Improving Public Service and Administration (MEJORA Plan 2012-2015). The main objects of this program is budgeting austerity and the Europe 2020 Strategy, the MEJORA Plan is divided into three major strategies: General State Administration (Racionaliz@ Plan), Citizens (Simplific@ Plan) and other public administrations (Compart@ Plan). The Plan provides for a total of 20 major challenges, and 63 measures whose progress is monitored through a self-evaluation and monitoring system provided for in the Plan. In February, 2013 the Council of Ministers introduced Digital Agenda for Spain (2013-2015). The Digital Agenda for Spain has been designed following the priorities of the Digital Agenda for Europe through an open, transparent and participatory 199

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process involving experts, companies, associations, citizens, parliamentary groups, ministerial departments and other territorial administration bodies. C. National Portal The National portal was launched in 2006 (www.060.es), it gives unified electronic access to Spain’s public services, regardless of which administration runs them. The 060.es website is part of the general ‘network 060’ (Red 060) which also comprises the telephone hotline 060 for citizens’ queries on administrative matters, as well as a network of offices located in the city councils – soon to be present in the offices of the Government’s delegations. The Government has setup 'www.masdestacados.060.es', a user-friendly one-stop shop featuring 20 of the most popular e-Services and also linked to 060.es portal. This portal using the web 2.0 technology and integrated with SNS services, it is friendly and easy for citizen to access and get information. D. CIO in Government Currently, there is no official legal enactment of establishing CIO position in Spanish government. At national level, The State Secretariat for the Public Service, under the authority of the Ministry of Territorial Policy and Public Administration, is in charge and has full responsibility for the e-Government strategy. It promotes the full incorporation of information technologies and communications for the provision of public services through simplified procedures and processes aiming at the modernization of the entire sector. The Ministry of Industry, Tourism and Trade is responsible for conducting the Avanza Plan – now in its second phase, Avanza2 (2009-2012). Among the key objectives of this plan is the full development of e-Government. At ministry level, there is a Ministerial Committee for Electronic Administration in each ministry, undertakes CIO tasks in term of information technologies and e-government and in charge of coordinating ICT and e-Government developments within the various central ministries. A Ministerial Committee for Electronic Administration is chaired by the Undersecretary of the ministry and the composition will be determined by their respective governing according to the specificities of each department. However, there is an official website: http://www.ciospain.es. All information is provided in Spanish. CIO Spain offers the best content for CIOs and other C-level executives. This site provides insight and analysis on information technology trends and provides a keen understanding of IT role in achieving business goals. And CIO Spain is the main source of information about technology for systems managers and IT staff. There are neither existence of laws creating or mandating the position of CIO in the government nor document defining the role and function of a CIO. Concerning the training course for citizens on CIO and e-Government, we did not find any information. E. Online Services Spain has developed a high level system of applications. E-tender, e-tax, e-payment, social security services and civil registration services, all have transactional functions. Labor related services and e-Health system only allow two-way interaction while the website of consular services only provides downloading functions. Like other European members, the Spanish government introduced 20 basic e-services for citizens and 8

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public services for businesses, which were identified by the European Commission and Member States. Almost services are transactional with payment online. F. E-Government Promotion In Spain, the legal mechanism for e-government is based on the law on Citizens’ Electronic Access to Public Services, the 'Avanza Plan', the 'Modeniza Plan' and the action plan of the law are implemented at national and sub-national level. The e-Government activities such as conference, advertisement for e-public services and oversight committee are doing at national and sub-national level. The council of Minister is in chart of doing e-Government strategy in Spain and now they are in the second stage of strategy (2011-2015) of 'Avanza 2' Plan. It has incorporated the actions implemented and has updated the original objectives to suit the new challenges of the Network Society. G. E-Participation The national portal www.060.es is a friendly one-stop-shop site for citizens to interact with the Spanish government. It is informative and up-to-date with easily accessible information. Moreover, 060.es offers interactive features, including one that permits users to evaluate and comment on the services provided. It provides 20 of the most popular e-Services. The e-Government portal is the Public Administration's channel that unifies and centralizes all available information about e-Government. It serves as a gateway for all information on the status, development, analysis, news and initiatives around e-Government. There are no blogs or SNS being used on government websites. However, 060.es provides a “participation corner”, which is a web forum, where citizens can answer online polls, post a message or comment about government policies. H. Open Government/data On October 27, 2011, Spain launched a national data portal in beta. The data portal had been previously announced, amongst others at the 15th PSI Group meeting in Luxembourg in September. Spanish data sets can be found at datos.gob.es. At launch the portal seems to hold some 400 data sets. Already Spain has seen the emergence of various local and regional data portal initiatives. I. Cyber Security The Government has approved the Spanish Security Strategy (EES) in 2010, subtitled "Everyone's responsibility". While other countries like the United States, the United Kingdom or France have already produced similar documents, the EES is the first security strategy for Spain. Javier Solana, former EU High Representative for the CFSP, former NATO Secretary General as well as CIDOB's Honorary President, was in charge of the development of the document. In 2013 National Security Strategy provides a comprehensive vision of National Security. A responsible society aware of its security is better poised to address today’s challenges and gain in development and prosperity. The 2013 National Security Strategy is progressing along these lines, as it considers it essential to encourage the involvement of citizens and collaboration between the public and private sectors and all the Public Authorities in their areas of responsibility, because today’s risks and threats are not unconnected and cannot be addressed through isolated responses. Guaranteeing security is a responsibility of the Government, but it is also a task of everyone.

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2. Trends There will always be a percentage of the population unable or reluctant to use electronic means with Public Administrations. Extending the benefits of e-Government to these citizens is, without any doubt, the major challenge for inclusive e-Government policies. The development of multi-channel strategies based in human intermediaries is now possible in Spain.

Sweden 1

E-Government Status by Indicators

A. Management Optimization In December 2011, the Ministry of Enterprise, Energy and Communications published the latest national policy for e-Government, called ICT for Everyone - A Digital Agenda for Sweden200. The purpose of this agenda, to meet the challenges that exist both internationally and nationally, the Swedish Government wishes to make use of the opportunities offered by digitization, and has therefore taken a decision on ICT for Everyone - A Digital Agenda for Sweden and proposed a new goal for ICT policy, that Sweden should become the best in the world exploiting the opportunities of digitization B. National Portal The national portal for the Swedish government is www.government.se, which provides detailed information on the various Ministries and their work. Users are presented with contact information for all ministries and relevant offices through the portal. There is also indication that debate panels are opened to the public occasionally, since users can easily find rules pertaining to forum usage; however at the time of writing no debates were open. Visitors will find it easier to interact with members of government through their individual blogs than through the portal, although the portal does feature the links to those blogs quite prominently (in the homepage of the Swedish version). The government has also presented the web site, SWEDEN.SE. As an official gateway of Sweden, SWEDEN.SE is available in English, French, Spanish, Russian, Arabian and Chinese version and provides plenty of multimedia for the world to learn about Sweden. C. CIO in Government The national-level CIO is in many respects the Minister for Information Technology and Energy, residing in the Ministry of Enterprise, Energy and Communications. The Minister is assisted in her duties as CIO – particularly those pertaining to planning and strategy – by a number of committees on the usage of ICT in government, such as the IT Policy Strategy Group, that reported on the promotion of a Swedish digital society. The Ministry of Finance, in particular the Minister for Local Government and Financial Markets, holds political responsibility for e-government in Sweden. 200

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D. Online Services The Government has long been involved in broad efforts to promote and establish E-government services as quickly as possible. It is claimed that Sweden is one of the first countries to reach high levels of adoption of these electronic services due to the high rates of computer and internet diffusion combined with the fact that the Swedes are often willing to accept new technology. 60% of Swedish citizens use e-services. There are over 3800 e-services in place (over 1000 of which are machine-to-man) and 40% of government agencies work actively with open data. Taxes can be filed online using an electronic ID (eID: PIN and password provided by the Tax Agency), and can be further confirmed via the Tax Agency's telephone service, or via SMS. Citizens with more complex income declarations can also file their returns electronically, if they have an e ID. Several agencies have started to use eID for transactional purposes, including, among others, the Försäkringskassan, the social security agency, for processing charges and payments and the National Police Board, for filing electronic reports (for pick-pocketing, burglaries, swindling or lost items). The same system is furthermore used for civil registration services (certificates etc.) and e-Health schemes, such as for checking hospital availability and waiting times, and booking appointments (e-Practice). E. E-Government Promotion The "National Action Plan for the Swedish e-Government" was published in January 2008, with the primary objective to help Sweden regain a leading position within the e-Government area by having the simplest administration in the world. The mechanism is set in motion at the national level, first and foremost, by the Ministry of Enterprise, Energy and Communications, the e-Government Delegation, and the Digitization Council set to replace it. Implementation however, is the responsibility of individual government departments and bodies. At the national level assessment is conducted by the Swedish National Audit Office and committees set up by private think-tanks such as Timbro For online e-government promotion, with the web site The e-Government Delegation, people can find the report about the inter-agency coordination of work on Sweden e-government and the information of latest e-government projects(in Swedish). F. E-Participation Sweden had devoted to increasing the e-participation of their citizens (moving Swedes into the internet) in a short period by transferring government services there. In Sweden it has long been possible to file taxes online. Since 2003, Sweden has had an e-government task force dedicated to delivering all government services — municipal, county and national — online. However, despite a long tradition of making (analog) documents public, it is still hard to compel all government agencies to make their public datasets available online in free and open formats. Presently, only one-third of Swedish public data sources are available online in an open and free format. There are individual successes in operating open data portal, such as Open Aid, launched by the Swedish International Development Cooperation Agency (Sida). G. Open Government/data By joining the Open Government Partnership (OGP) in 2011, Sweden confirmed its promise to open government efforts, both in principle and in practice. By allocating 1%

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of estimated gross national income (GNI) for development assistance, Sweden is one of the most generous aid donors in the world. All public aid information is made available online (www.openaid.se). The data shows when, to whom and why the aid was paid out and what the results were (Government Offices of Sweden, 2014). Regarding public sectors information, several discussions had been made among government agencies surrounding the introduction of the Act on the re-use of public administration documents. The Ministry of Health and Social Affairs has also held roundtable dialogs with information representatives and entrepreneurs in the field and other business representatives to collect suggestions about the EU Directive on the re-use of public sector information (PSI Directive) (Government Offices of Sweden, 2014) H. Cyber Security A national strategy on Cyber security is under preparation progress. Sweden has enforced both e-Commerce and Cyber Security laws. E-Commerce legislation can be found under the Act on Electronic Commerce and other Information Society Services adopted in 2002. Cybercrime legislation can be found under the Swedish Criminal Code and in particular chapters 4 “Crime Against Liberty and Peace”, 12 “Crime Inflicting Damage” and 13 “Crimes Involving public Danger”. Chapter 4, Section 8 dealing with the “breach of postal or telecommunications secrecy” is the provision most frequently used (ENISA pp. 9-10).

2

Trends

Easy and safe services that create benefit infrastructure, societal development, digital inclusion, new and better services, broadband diffusion research access and usability of public e-services electronic procurement, security environment, public databases, e-Health, standardization, gender equality everyone of working age must have good digital skills digitization of cultural heritage human rights on the internet education creativity dialogue with citizens ICT for development.

Switzerland 1. E-Government status by Indicators A. Management Optimization The Steering Committee e-Government Switzerland identified strategic areas intended to give fresh impetus to e-Government at a meeting on 7 March 2011 in Bern. It called upon all levels of government to further strengthen management, to focus on selected projects and to achieve better collaboration. From e-government website, the information of e-government strategy is provided as follows, these instruments are used to implement the e-Government Strategy:(1) Catalogue of Priority Measures(latest modification is on June 10, 2013); The Catalogue of Prioritized Projects is an important implementation instrument, which contains the projects to be coordinated and implemented as part of the e-Government Strategy. The catalogue is regularly evaluated by the Steering Committee and updated as necessary. (2) Strategic planning (Roadmap); for year 2010 to 2015. (3) Process for controlling.

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The controlling process for the e-Government Strategy Switzerland encompasses information gathering and evaluation as well as the derivation and execution of corrective measures to steer implementation of the Strategy. As a steering instrument, it uses goal-oriented presentation of information to support the decision-making and steering processes. Furthermore, the strategy for achieving the objectives is based on seven core principles: (1)Orientation on services and processes; (2) Focus and priorities; (3) Transparency and commitment; (4) Innovation thanks to federalism; (5) Savings thanks to multiple usage and open standards; (6)Access for all; (7) Support of the decision makers. B. National portal The Federal Government portal for information on government services is www.ch.ch. It provides links to many government sites and is relatively straight forward to navigate. And it also provides five languages such as Deutsch, Italian, French, Rumantsch and English. On 16 November 2011, a new framework agreement between the Confederation and the cantons was approved by the Federal Council on e-Government cooperation for the period 2012-2015. It aims at encouraging targeted projects and a series of measures to strengthen collaboration and coordination at federal level. And it is scheduled to enter into force on 1 January 2012. There is also a website for e-government; www.e-Government.ch/en/, which provides latest news, basic documents, implementation, documentation and so on. Also the website can be browsed in four languages, like Deutsch, French, Italian and English. C. CIO in Government Legislation does not exist explicitly specifying the post of CIO. CIO equivalent posts are present in Switzerland but there seem to be no official posts labeled as CIO. The nearest equivalent of a CIO for Switzerland is probably a position called the Delegate of the Federal Strategy Unit for Information Technology. There are IT Controlling Officers in the Federal Government which seem to have similar functions to CIOs. Its function is management of ICT activities. D. Online Services The Federal Government of Switzerland allows citizens the ability to download government forms from websites of various Government Ministries. There are also government sites which permit a high degree of interactivity. Another example of an advanced e-service is offered by the Swiss Federal Statistical Office in which enterprises can submit statistics electronically (www.bfs.admin.ch). There are also advanced transactional level e-services for the creation and registration of a new business as offered by the Federal Government Commercial Registry. (www.shab.ch) E. E-Government Promotion Switzerland has no formal laws specifically mandating the implementation and/or use of e-Government services in the Federal Government. However there is already existing legislation which supports e-government activities. Switzerland has both e-government plans at both the federal and canton level. Various Swiss institutions of higher learning include courses beneficial for CIO development. In Switzerland, the Action Plan was designed to further accelerate the implementation of the strategy of e-Government Switzerland. It includes short- and mid-terms measures, which allow the financial and substantial support of a minimum

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of five up to eight projects extracted from the Catalogue of Prioritized Projects. For instance, there are e-government Action Plan 2012 and e-government action Plan 2013. However, there’s no English version but German, French and Italian. In addition to the projects for implementation of the e-Government Strategy Switzerland, various other activities relating to e-Government at all federal levels as well as research and private sector initiatives are underway. The activities, results, and information relating to these projects will be consolidated in a portfolio and made available to the public. An initial step in this regard has already been taken with the eVanti.ch initiative. The goal is to further advance these results as part of implementation of e-Government Switzerland. F. E-Participation Switzerland has comparatively strong local government compared to the central government. And there is not too many in the way of e-government e-participation related applications at the federal level. This has probably affected Switzerland’s survey score as the Waseda ranking places more emphasis on the activities of central government rather than local government. According with the existing laws, 10% of citizens are already admitted to electronic vote right at local level. Since 19 June, 2013 Swiss citizens have been able to use the European patients Smart Open Services (epSOS) project Patient Summary service for personalized health treatment and medication when going to another epSOS piloting country. (e-Practice. EU) G. Open Government/data For Open Government Data, Swiss government has ratified Federal Act 152.3 on Freedom of Information in the Administration. Federal Statistical Office is the government agency that has responsibility to manage the open data portal (www.bfs.admin.ch and https://opendata.ch). H. Cyber Security Switzerland government has a full set of act related to the cyber security. Not only have the act as the basic regulation but also several policies for cyber security been released by Switzerland government. Switzerland has built special unit to ensure the implementation of ICT Strategy of Federal Council; Federal IT Steering Unit (FITSU).

2. Trends The current e-Government program of Switzerland (2007-2011) is still underway. And as this program progresses the Swiss government continues to demonstrate the importance it puts in e-Government by improving existing e-services as well as putting new e-services online. Switzerland’s greatest asset is its long tradition of direct government (federalism). If this individualistic localized engagement with its citizenry can be converted to cost-effective e-government services, e-participation and e-democracy at the local level, the Swiss could become a global leader in the e-government movement. An additional strength is the high level of efficiency of its paper based processes and the effectiveness of many of its current government services. This pre-existing strength should make it easier for government at all levels to automate and e-enable their services effectively. Switzerland’s relatively small size is also an advantage and the remoteness of many

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communities, for instance, its excellent networked infrastructure, which should reduce the cost of access to government services for those communities. Switzerland’s neutrality, strong well balanced economy and its close juxtaposition to the EU makes imperative that Switzerland moves with the times and ensures that they will be positively influenced by events and organizations around them. As a result harmonization with the rest of the world is likely to become the driving force for regional government in Switzerland.

Taiwan 1

E-Government status by indicators

A. Management Optimization During the third phase of Superior e-Government Program, Taiwan started to pursue the ubiquitous network environment, as the beginning, Taipei City started to provide free Wi-Fi service in each main government agencies and MRT stations in 2010. And the “Intelligent Taiwan (iTaiwan) program” is launched by Taiwan government to improve the services which apply on the portable devices or the technology of wireless broadband. Now, Taiwan has already stepped into the fourth phase of e-Government Program (2012-2016), emphasizing proactive, focused, one-stop e-government service even better tailored to the public's needs. B. National Portal The Government Entry Point of Taiwan, MYEGOV portal is a national government service gateway for all citizens and foreigners. The portal is available in Chinese and English. For Taiwan citizens using the Chinese version, 5 segments of information are provided on MYEGOV; including online services (application forms and payment), Government Information (news, introduction, mobile services), Specified Services (for parents, elderly, and females) Special Topics (work, policies and etc.) and Quick Services (travel guide and links). For foreigners using English version, the portal provides three major services: information queries, online applications, and public communication with the government. The portal provides interfaces to more than 90 agency application gateways offering in excess of 4,840 online application services, and there are special topical areas offering focused services to different categories of citizens that can be retrieved with search engine. To sum up, the portal of TWG is beyond average on all items; now the web 2.0 tools such as Facebook, blog, RSS, e-paper, and sharing widgets are already available. C. CIO in government A lot of CIO development program are held in Taiwan. As mentioned, Taiwan has a strong base in terms of ICT, so that more than 30 universities provide CIO or IT related course, and CIO related organizations are also available both in academic and private. Since April 2012, the Executive Yuan has implemented the system of concurrent CIO in national and agentive level. Mr. San-Cheng, Chang, who was the regional director of Google Inc. hardware operations in Asia, is appointed the Minister without Portfolio, Executive Yuan, as the first national CIO in Taiwan.

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D. Online Services Taiwan government has established many sophisticated applications, and some of them allow users to have the transactional function such as e-Tender system, e-Tax system, e-Payment system, Social security services and civil registration services, while other provide the downloading function like consular services and labor related services. Foreign tourists in Taiwan will now be able to connect to the Internet all over Taiwan, free of charge. The Executive Yuan (Cabinet) and its subordinate agencies, together with local governments, have set up about 4,400 "iTaiwan" Wi-Fi hotspots at major tourist spots, transportation hubs, cultural establishments, and government offices all over the island. The Taiwan Tourism Bureau and the Research, Development, and Evaluation Commission are working to provide the utmost convenience for foreign visitors and eliminate any communications problems they may encounter. Tourists entering the island can apply for an iTaiwan account at a Taiwan Tourism Bureau service counter or any visitor center throughout the island. E. E-Government Promotion Government-wide, Taiwan government enhances operating efficiency, and citizen-wise they emphasize the three areas of public service quality, social caring, and fair participation. They have consequently drawn up plans for the six major measures of Phase IV E-Government Program (2012-2016): government cloud application services, expansion of core databases, proactive one-stop service, mobile e-government, integrated social networking, and e-services to the home. F. E-Participation According to the E-Government Program of Taiwan 2012-2016 Report published by RDEC online, from 2015 the e-government program is published by National Development Council online. Citizens from 31 to 60 years of age constitute the most important user group, while the teenagers, the middle-aged, and the elderly all commonly use the Internet to meet their needs. Computer and Internet use among women approaches that of men, and more women than men participate in social network websites. In particular, women between the ages of 12 and 20 are highly willing to share their knowledge and experience online. G. Open Government/data Administration transparency and public participation in public policy issues are emerging trends worldwide. Government open data facilities inter-agency information flow, help improve government efficiency, while meeting the public needs to know and strengthening public scrutiny of government. Taiwan government has been embarking on the work of government open data since April 2013 based on four focus strategies – “proactive disclosure and priority to information relating to people’s livelihood”, “setting up open data guidelines”, “promoting common platform” and “public education campaign and service promotion.” As of end of February 2014, government agencies have opened more than 1,700 datasets. In 2014, the government will continue to open more datasets and gradually put regulatory guidelines and technical standards in place to bring about cross-domain collaboration and service innovation and create a win-win-win situation for the public, the government and the private sector.

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H. Cyber Security Strengthen policies and regulations. Faced with the growing e-government and the rapid development of network threats, in order to protect the executive information system and the normal operation of the network, in Taiwan issued the "2010 White Paper on Information Security Policy," while cybercrime Taiwan also has established authentication, pass count seven security, information and data protection, information disclosure and maintenance of confidentiality, information security governance six categories of more than 20 information security regulations for e-government information security management. E-government PKI security mechanisms. Taiwan Cooperative Research and Evaluation Commission economic sector, internal affairs departments and health departments to build e-government public key infrastructure, laying the electronic certificate authentication mechanism and the basis of trust, contributed to a growing number of administrative services can be further provided web hosting services. GPKI total voucher by executive management center, credential management center, natural credential management center, business center credential management, organization and community credential management center, test certificate management centers, medical centers credential management services consisting of a series of 7 categories.

2

Trend

For the past ten years, Taiwan has implemented several mid-term e-government projects that focused on building up ICT infrastructure and delivering online services. So far, Taiwan has made much progress in improving the efficiency of government daily operations and better public services delivery. With the vision of enhancing public values and establishing trusted and connected society, this project includes 5 strategies and 10 flagship projects to reach 3 goals: 1 to provide proactive services to the public and to enrich citizens' quality of life; 2 to provide universal e-government services to citizens and help develop a caring society; 3 to strengthen citizens' interactions with government and enhance participation. It also calls for the collaboration of nationwide government agencies. In the present phase of e-Government Program (2012-2016), Taiwan government will further employ innovative methods to integrate one-stop public service with a user-centered perspective. In keeping with the vision of "service without boundaries, providing a better life to all citizens," enhancing the one-stop e-government service, 3 major goals of "establishing a green energy sharing environment," "providing superior integrated services," and "promoting equal access and participation" are to be achieved. And the promotion of the use of Web 2.0 technology based services, wireless broadband network, and cloud-computing application will continue to operate.

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Thailand 1

E-Government Status by Indicators

A. Management Optimization Although Thailand scores highly in terms of optimization awareness, the development of an EA framework remains average. There is significant work to put interoperability under the control of Ministry of Information and Communications Technology (ICT). The present Thailand Information and Communication Technology (ICT) Policy Framework (2011-2020) is ICT2020 which was released on May 2011. In 2020, Thailand will have smart development, with a knowledge- and wisdom-based economy and society. Every person will have equal opportunity in taking part in the development process, which will lead to balanced and sustainable growth. The “Smart Thailand 2020” vision states that “ICT is a key driving force in leading Thai people towards knowledge and wisdom and leading society towards equality and sustainable economy”. B. National Portal Thailand has several websites collectively which make up government online presence. The digital portal of the Thai government is www.egov.go.th that provides daily information and e-Government connectivity for citizens. The portal is available in the national language Thai and in English as a foreign language. Navigation function of Thailand government portal, in general, is good, while the standard of interactivity with users is still poor. The website is a gateway for e-Services offered by different agencies. Although wide information on portals is provided by several functions, it is observed that accessibility of portals and consistency to build trust on delivered services lacks adequate measures. Finally, The National portal using web 2.0 technologies with SNS integrated. It is easy for citizens to access and getting information about different activities and departments. C. CIO in government In Thailand, CIOs are appointed at all levels except town/city level. A Government CIO office is established at national level. There are several organizations for the CIO, such as the CIO Association of Thailand (CIO and IT persons from both government and private sectors) and the International Academy of CIO in Thailand. CIO related actions have been one of the most prominent indicators of Thai Government with complementary HRD (Human Resource Development) activities. The National Electronic and Computer Technology Center (NECTEC) also studies about CIOs. NECTEC also coordinates with other organizations to hold CIO related activities like seminars, conferences, and workshops. D. Online Services In general, business oriented services are at transactional level. For instance, various applications including the Tax Identification Number (TIN) system, the Transaction Control Log system (TCL), the e-Supervision system, the e-Tax Delinquency system, the e-Audit and Investigation system, as well as the e-Canvassing and Tracking of Non-compliant Businesses system have been developed to enable core functions of the Revenue Department to be performed more efficiently and

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productively. As for e-Services, the government provides users with full transactional such as e-Tender systems, e-Tax systems, e-Payment systems, civil registration services and e-health systems. Concerning e-Health system, Thailand has national health information standards which enable seamless health information exchanges for better health care of Thai people the standards are accepted and adopted by all Thai health system stakeholders and is compatible with international standards. According to the new development strategies of NECTEC, Smart Health Flagship is aimed to promote the Government's "Health for All" project that enables more people to get access to good medical and health services. The Smart Health flagship comprises of 3 programmes including National Health Information System, Tele-medicine Smart and Home for Independent Living. E. E-Government promotion The e-Government Promotion & Development Bureau (Under the Ministry of Information and Communication Technology) is in charge of e-government promotion in Thailand. However, ministries, local governments, and some state-owned companies in telecommunications are also involved in promoting e-government. There are international partnerships such as with the World Bank, Boston Consulting Group, etc. Funds for e-government consist of an ICT budget allocation as part of that agency's national budget and official development assistance from overseas. The National Information Technology Committee, the National Electronics and Computer Technology Center (NECTEC), and the IT Operations Support Office are government entities involved in assessing the progress of e-government. F. E-Participation In general, all interest groups have online access to essential administrative information. As of November 2014, current Thai government led by General Prayut Chan-o-cha has released official Facebook webpage of National Council for Peace and Order (NCPO) in order to be alternative communication between Thai people and current government. (https://www.facebook.com/PeaceandOrderMaintainingCommand). A survey conducted during the first quarter of 2013 about Thailand e-government status reported the lack of activities or tools that promote e-participation in Thailand. Although most of the government websites in Thailand already provide good information about policy, procedures, laws, regulations, rules, services and other relevance data, the interaction with citizen remains at low level with 30% for e-consultation and 30% for e-decision making. G. Cyber Security Thailand has The Electronic Act 2001 as the core of its cyber law. This act delivers the legal framework for the validity of digital signature and electronic transaction. Currently, Thailand has drafted the Personal Data Protection Bill. It has been under development for many years. Thailand also has a National Cybersecurity Committee which was established in order to prepare a security framework for the whole national on cyber space. There have been several urgent tasks assigned for this committee by the Prime Minister such as developing a plan for national BCP which guarantees the availability in case of disaster or emergency; proposing security professional standard which will be applied to enhance professional skills for experts; drafting the second

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edition of Thailand Computer Crime Act; and so on H. Open Data Currently, Thailand government has appoint e-Government Agency (EGA) to develop Thailand Government Open Data [http://data.go.th] and Open Application [apps.go.th]. These project are still in an ongoing process [http://ega.or.th]. Electronic Government Agency (EGA) was established in 2011. It is under supervision of Ministry of Information and Communication Technology. In the effort to strengthen national reform, an “Open government data law” will be proposed to the National Legislative Assembly by The Association of the Thai ICT Industry (ATCI) along with the Federation of Thai Industries

2

Trends

It is expected that Thailand government will devote more effort into the development of ICT at a national level. The ICT 2020 has emphasized the leadership of government and required to establish a Government CIO in ICT to coordinate ICT related work with all other national committees and councils. The centralization of responsibility is expected a higher efficiency and effectiveness in the future. The new trend is the adoption of new Information innovation of cloud computing, which require all government agencies and departments to integrate their information sources for a stronger protection from any cyber attacker and energy consumption. Furthermore, the third ICT Master Plan of Thailand is on the process of drafting. The objective of this plan is to prepare Thailand towards the Digital Economy period by durability and equality with security. In addition, this ICT plan will develop Thailand by 4 strategies as 1) human capital, 2) ICT infrastructure, 3) governmental electronic and 4) business and industry.

Tunisia 1

E-Government Status by Indicators

A. Management Optimization In 2010, the government issued the National Strategy for e-Administration 201 Development for the period 2010-2014. This strategy includes a new generation of public services based on the idea of services integration and interoperability between information systems belonging to administrative structures. B. National Portal The Tunisian Association for Governance (ATG) announced the launch of mobile GOV202 Tunisia in October 2014. Using a simple system, the application provides the ability to assign daily positive or negative votes on Tunisian politicians in real time and in immediate reaction to the news. This is a barometer of public opinion since the 2.0 application is available on Facebook and available free to download from the Apple 201 202

http://www.pm.gov.tn/pm/article/article.php?id=188&lang=en http://services.interieur.gov.tn/

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Store and Google Play. C. CIO in Government The Tunisian public administration at national and local levels does not appoint CIOs or equivalent positions within the legal framework. The director general for e-Government under the prime minister can be considered the CIO at the national level. Similarly, there is no CIO related education in the Tunisian education system. It should also be noted that the private sector in the country does not appoint CIO positions. However, there are several CIOs with Tunisian origin worldwide. Hence, the country will have good opportunities to introduce, nominate and appoint CIOs in the government. The eGov Unit 203 under the Presidency ensures the continuity of coordination between the various public bodies involved in the implementation of e-government projects. D. Online Services As early as 1999, Tunisia formulated a national cyber security strategy aimed at increasing information systems’ security in the country and fostering electronic commerce and online services, as well as protecting users against cyber-threats. The Tunisian government has initiated centralized e-administration services204 with the top priority being back office ICT integration. Thus, administrative services such as procurement and welfare citizen-oriented services present two way interactions with a room to further improvements. Nonetheless, e-Tax, e-Payment and Social Security services have reached transactional level. E. E-Government Promotion There seems to be growing collaboration in the non-government, private and public sectors. This synergy with the presidential leadership at the top level of administration helps to promote ICT penetration and engagement of stakeholders besides changing the nation’s online connectivity culture. However the frameworks, methods and tools used to measure and evaluate e-government as well as oversight committees lack of adequate levels of integrity. F. E-Participation Tunisia is one of the most technologically developed nations in the region and has good opportunities to implement e-Participation205 in the country. However, there has been little action taken in this direction recently. In general, government websites provide services in Arabic and French. The national portal and other high-level government sites demonstrate interactive functionality and well thought-out design. Successful national ICT initiatives correlate with increasing awareness of participation. Availability of polls and feedback options shows that the government takes the opinions of citizens into account during decision-making processes. However there is still a lack of detailed policy declarations 203

http://www.pm.gov.tn/pm/article/article.php?id=73&lang=fr

204

http://www.tunisie.gov.tn/index.php?option=com_serviceslinks&task=show_main&Ite mid=432 205 http://www.pm.gov.tn/pm/contact/contact.php?lang=en

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and there are also accountability issues. G. Open Government/data Currently, Tunisia has released the beta version of its open government data website, “data.gov.tn”, following the wave of open government data portals around the world. The aim of this portal is to open data produced by various public structures, and facilitate its reuse. The portal development will be made according to a participatory approach that involves civil society representatives. In addition, "opendataforafrica.org" was launched. This is the open platform for Africa supported by African Development Bank. "Opengov.tn" launched November 4, 2011. OpenGovTN is an independent group that campaigns for the consecration of the principles of full transparency and citizen participation in governance, in order to guarantee the right to a just, democratic and prosperous nation. H. Cyber Security The national governance roadmap for cyber security in Tunisia is elaborated in the National Agency for Computer Security (ANSI 206 ). ANSI is responsible for the benchmarking and measuring cyber security development in Tunisia, and also responsible for providing educational and professional training programs for raising awareness with the general public, promoting cyber security courses in higher education and promoting certification of professionals in either the public or the private sectors. And Tunisia has an officially recognized National CIRT (Tunisian Computer Emergency Response Team - TunCERT)207.

2

Trends

For the period 2010-2014, the Tunisian Government adopted e-administration. This strategy will include a new generation of public services based on the idea of services integration and interoperability between information systems used by administrative structures. These new generations of projects are enabled by data sharing and their aim is to reduce costs, enhance citizen engagement, and improve the efficiency of public services. Tunisia has been internationally recognized for its leadership in promoting ICT use in the daily life of citizens. Despite the successful ICT promotion by the government and the procurement of advanced technologies, e-government integration remains insufficient in regards to deployment of essential e-services for citizens. However, Tunisia is expected to implement more e-services in the coming years.

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Turkey 1

E-Government Status by Indicators

A. Management Optimization Turkey's national approach to e-Government can be characterized as centralized. The Medium Term Programme for 2012-2014 was prepared by the Ministry of Development in 2011, with a view to increase the pace of structural reforms and strengthens the fundamentals of the Turkish economy with a holistic approach. B. National Portal The Turkish portal, www.turkiye.gov.tr, provides remarkable functionality for citizens and enterprises. It acts as a gateway for all e-government services and as an administrative resource. As of June 2011, the e-Government Gateway includes more than 260 services of 28 different agencies, as well as information about administrative procedures and links to the services provided directly through websites of each public agency. Although it has well-structured navigation and interface features, the website clearly lacks interactive features such as blogs, SNS, forums or polls. On the other hand, the portal demonstrates secure transactions through mobile electronic signatures (via mobile devices) as well as non-mobile (PC or stationary device based) electronic signatures and password login. As a new functionality, users has access via has mobile handset with m-signature integration. The portal provides access in English in the concept of non-citizen requirements. Besides non-citizen, new section for personalization login ‘My Site’ enables better online service experience for connected services. C. CIO in Government The Turkish public administration at national and local levels does not appoint CIOs or equally influential positions within the legal framework. Heads of IT directorates or IT departments have the main competencies of a CIO. However the quality of CIO competency varies from ministry to ministry. One ministry might have strong IT management and leadership while another ministry would have unclear objectives and an insignificant IT department. There is no whole of government perspective for contract management, strategic planning, or ICT implementation among ministries. At the local level, each municipality has an Information Technology Directorate position but with varying duties and degree of executive power. Thus, there is no clear intention to change administrative structure or attach well-defined CIO position to the public management. There is no CIO mandate the law and legislation as well as existence of the law creating the position of CIO in the Turkish Government. D. Online Services Regarding electronic transactions and identification, the Turkish government enacted several amendments to integrate e-Services into daily public life such as in e-commerce, e-signature and e-procurement legislation, chiefly within the last 5 years. For instance, there is legislation for regulating Internet broadcasts and combating

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crimes committed through such broadcasts. There are nine catalogued criminal offences, which can be committed through Internet publications. Nationwide implementation of electronic declarations by the Ministry of Finance is one of the first transactional level “e-Service” type services in Turkey. It was initially part of the Tax Office Automation Project (VEDOP) and is now at a third phase of development and aptly named VEDOP-3. Compared to other top priority services, current sophistication of daily life citizen services such as car registration, certification is still lacking certain quality and integration. However, there is an ongoing pilot project for e-ID card, which is expected to enable more integrated and transactional level daily life services. Online information is provided by hospitals through their websites. Furthermore, online appointments are available at certain hospitals. Appointment for all hospitals through a central call center is possible. The Ministry of Health is also working on a one-stop-shop mechanism for online appointments. E. E-Government Promotion The national strategy for transitioning into an information society consists of social transformation, public modernization and a globally competitive IT sector. In light of this projection and taking into account tangible actions, public and private sector collaboration is growing. International and national e-Government related conferences have been organized by initiatives of both the private sector and academic institutions. At the local level there are inadequate initiatives to promote e-services and to train citizens as compared to the interest in implementation. The central-local government collaboration required to realize an information society is lacking. Due to high percentage of school age population, there are significant initiatives and projects driven by ICT to improve the quality of education system and educational content, which helps to promote e-government in different levels with public-private-NGO engagement. F. E-Participation In general, government web sites demonstrate interactive functionality and good design, however in terms of participatory decision making processes or public discussions, national portal and other government web sites at national and local levels offer very limited public engagement. There are online channels besides dedicated phone services for both President and Prime Minister’s Office to lodge a request or grievance. However, even with increased public awareness and enhanced web portals; there is not much evidence to show that the government takes the opinions of citizens in decision making processes. Taking into consideration young people, web 2.0 applications such as blogs or web forums are promising tools, which could encourage more use of e-government services. G. Cyber Security In Turkey, there are several laws that are complement each other’s. They are as follow; - Law No. 5237, “Turkish Penal Code” - Law No. 5271, “Code of Criminal Procedure” - Law No. 5846, “Intellectual and Artistic Works” - Law No. 5809; “Electronic Communication Act”

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Law No. 5070, “Electronic Signature Act” Law No. 5651, “Regulation of Publications on the Internet and Combating Crimes Committed by means of such Publication”

H. Open Data The Turkish Statistical Institute posts government data regularly on its website, http://www.turkstat.gov.tr/. These statistics come from a variety of government ministries, and can be downloaded in Excel format. The site hosts a large amount of data, particularly economic data, but it does not have advanced searching, charting, or organizational features.208

2

Trends

Although Turkey has engaged in obvious intensive e-transformation, in many cases, this has resulted in fluctuating initiatives. From the citizen point of view, despite actions already taken, there is still a shortage of enabling services and a lack of e-inclusion which is a barrier to achieving an information society. However, it is observed that national portal functionality and increased maturity of required interface services are the top two significant changes among other indicators within a year. In terms of public administration, there have been many collaborative actions among ministries and institutions, which is an essential indicator of interoperability. However, according to various assessment reports; human resources management, organizational cultural differences and regulations for clear management remains being weak points of Turkey’s e-government transformation. Having enterprise architecture framework; and new channels to better communication and maintain implementation knowledge among agencies would be remaining challenges for administration. The SMS judicial information system, developed by the IT Department of the Ministry of Justice of Turkey, provides a legal notification service for its citizens and lawyers. This system automatically informs all related parties who have cases before the Turkish courts by short message service (SMS), also known as text message, when any legal event, data or announcement related to their case needs to be sent. Thanks to this system, the parties no longer have to go to the courts to collect this information. This service also provides improved access for the disabled and elderly and enhances overall e-accessibility. The SMS service does not replace official notifications, as it only intends to provide up-to-date basic information.

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United Arab Emirates 1. E-Government Status by Indicators A. Network Preparedness According to UAE Telecommunications Regulatory Authority (TRA), the active mobile subscriptions about 17 million and mobile subscriptions per 100 inhabitants was 203.7 per cent, the Internet subscribers were 1,102, 493 users, most of them are broadband subscribers as of September, 2014209. B. Management Optimization The UAE Government’s Second Strategy, announced in February 2010, lays the foundations to achieve UAE Vision 2021, UAE Government Strategy 2011-2013 consists of seven general principles, seven strategic priorities and seven strategic enablers. The strategic priorities and enablers include the major focus areas which the government will work to achieve during the strategy cycle of 2011-2013. These strategic enablers focus on ensuring skilled human capital; customer-centric service; efficient financial management; good institutional governance; dynamic government networks; effective legislative process and integrated policy-making, and effective government communication210. The UAE gradually launched many e-Services and also adopted practices complementary to the e-Government programme; such as e-Participation and open data211. C. National Portal Http://www.government.ae is the official portal of the UAE Government. The portal hosts several government services and links to government official website. It is also equipped with live chat and Social Network System to interact with the different portal users. Furthermore, the latest addition to the features of the portal is the open data feature, which gives the citizen room to obtain documents and data from their government related to different issues. D. CIO in Government In the UAE, the CIO positions are appointed at all town and city. A Government CIO office is established at national level, event that in each city they have a portal and providing e-services to citizens. Laws on information technology and e-commerce also have been found but there is no information about the CIO laws, Government CIO position and office are indicated and established at the national level as well as sub-national level and government agencies. There is no CIO association in UAE but they have many courses training information technology and CIO in University, there are many jobs related to CIO but almost from private sectors. E. Online Services The official portal of the UAE government is the unified gateway for all information and services provided to the public. It was divided into four categories: 209 210 211

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services for individuals, services for businesses, services for visitors and services for all. The Government provides users with transactional e-Payments, e-Health, Employment and Labor, Religious Affairs and Society as well as Business activities allow two-way interaction between the user and government. UAE has been paving the ground for most services to be delivered online. There are several e-Services, m-Services and open data delivered to the citizen. Through the governments ERP system all purchase related processes are done online including, e-Procurement (e-Tender, e-Cataloguing, e-Ordering, e-Auctioning through e-Marketplace, e-Sourcing and the recent e-Supply), laying the way G2B services. F. E-Government Promotion The e-Government laws was issued by Sheikh Mohammed bin Rashid Al Maktoum, Vice President and Prime Minister of the UAE in his capacity as Ruler of Dubai, Law no 7 establishing the Dubai’s e-Government . The new entity will devise the general strategy of e-Government and provide leadership as for promoting e-government, guiding and supervising the e-government implementation. G. E-Participation The “My Gov” platform enables the e-government customers (citizens) to have a comprehensive environment for e-participation. The "Contact Government" section in the portal is dedicated to hear their voice by providing many important tools, including web 2.0 tools and online direct communication with the citizens. The UAE Government has launched its new federal portal, redesigned to offer many e-Participation channels, include advanced practices such as Open Data, and be a better unified gateway to access many online services provided by the UAE Government. The UAE Government has engaged multiple platforms like forums, blogs, chats, surveys, polls and social media tools like Facebook, Twitter, Flickr and YouTube to reach to the general public and engage them in active communication with the government with regard to their opinions and experiences on government services, policies YouGov has launched an eGov Satisfaction Survey (eGSS) in the United Arab Emirates, in order to monitor how UAE nationals and expats view the online services they receive from public institutions. Conducted every six months, the eGSS will evaluate eService performance across the police, transport authority, health authority, and authority for residence, municipalities, electricity and water companies, and Salik Dubai's electronic road toll collection system. H. Open Government/data The UAE government has adopted the open data practice under which it releases such data for the benefit of the public. Under the Open Data, information is made usable, reusable and accessible to the public. Many datasets found in government portal such as dataset for demographics, e-health, e-customs, e-tax and e-procurement, and documents are available in XML, Word and PDF formats. The Government also opened the portal for dataset site at national level. I. Cyber Security The UAE Telecommunications Regulatory Authority (TRA) established aeCERT as an initiative to facilitate the detection, prevention and response to cyber incidents. The TRA and the IMPACT Alliance have an existing agreement of partnership and

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cooperation.

2. Trends The new trends of e-Government in UAE are: Enhance the role of Federal Entities in devising effective regulations and integrated policies by efficient planning and enforcement, Enhance effective coordination and cooperation among Federal Entities and Local Governments, Focus on delivering high-quality, customer-centric, and integrated government services, Invest in human resource capabilities and develop leaders, Promote efficient resource management within Federal Entities and leverage dynamic partnerships, Pursue a culture of excellence through strategic thinking, continuous improvement in performance and superior results, Enhance transparency and good governance throughout the Federal Entities. Moreover, besides focusing on development of the government sector, it tackles other social, economic, and infrastructure issues, First-class Education System, World-Class Healthcare, Competitive Knowledge Economy, Safe Public and Fair Judiciary, Sustainable Environment and Infrastructure and Strong Global Standing. The next phase for the UAE – which is seeking to establish itself as smart government leader in the region – will be to win users over to the latest apps and building m-government to help citizens have a better channel to apply for their services. The future is going to be about interconnecting government to government, and more collaboration on the government to citizen side.

United Kingdom (UK) 1. E-Government Status by Indicators A. Management Optimization The UK has a long history of e-Government development. In 1957, the UK Government established the Technical Support Unit (TSU) to evaluate and give advices on computers, employing engineers from the telecommunications service. The Government Digital Strategy212 released in 2011, updated in 2013 by the Cabinet Office, sets out how the government will become digital by default. It is estimated that moving services from offline to digital channel will save up to £1.8 billion per year. The Government Digital Service will implement this strategy with the supports from the Digital Advisory Board and the Government Communication Network. There are 7 departments assigned to register 3 exemplar service transformations for each with the Cabinet Office. 16 action plans with well-defined target and timeline have been introduced in the strategy. B. National Portal The official website of the UK Government is https://www.gov.uk/ which replaced for the previous version direct.gov.uk by October 2012. The new version has been introduced as the best place to find government services and information in simpler, faster and clearer manner. The website of 24 government ministerial departments and 212

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331 other public agencies are being gathered at gov.uk. By doing this, citizens, business and government officers are believed to easily find public services in one place. Different information is categorized into various menus such as policies, announcements, publications, statistics or consultations. By utilizing info-graphic style information in a single page is presented in such a way as simple and clear as possible. A long with a search engine, popular services are brought to the top of the portal with a direct link to the appropriate place which aims to enhance user’s attentions. All services are categorized for citizens, enterprises and government officers and are sorted alphabetically. There is a section named “Get involved” which introduces the way to engage with government directly. This is the place where citizen can find information about policy and community; take part in open consultations or start a petition. Government structure information is gathered in a single menu called “Departments” where users could look up information about Prime Minister, government departments and public bodies. C. CIO in Government The Prime Minister has set the CIO Council 213 the mission of “ensuring that IT supports the business transformation of Government itself so that we can provide better, more efficient, public services.” The CIO council brings together CIOs from across all parts of the public sector to address common IT issues and improve public service delivery. The Government Chief Information Officer (CIO) Council brings together CIOs from across all parts of the public sector to address common issues. The Government CIO leads the CIO Council, which is composed of 30 Chief Information Officers (CIOs)214 drawn from central government, local authorities and other public agencies such as the police and the National Health Service. D. Online Services Transactional services are the primary focus of UK’s digital strategy. According to Gov.uk’s statistics, there were approximately 1 billion of transactions between individuals and central government in 2011-2012. In line with the government digital strategy, 25 significant exemplar services have been redesigned and rebuilt following a common standard: Digital By Default Service Standard. This standard is considered the digital service design guideline which consists of 5 different phases: discovery, alpha, beta, live and retirement. Those services were introduced in April 2014 and were expected to be accessible by public in early of 2015. These user-oriented efforts have been made in order to overcome several challenges identified by the government digital strategy which prevents users from using public services. E. E-Government Promotion There have been numerous actions carried out by the promote the awareness and the usage of e-government. which replaced the old version Direc.gov has proved its and faster for user experience. Using digital channel for 213

UK government in order to The national portal gov.uk more simplification, clearer communications, marketing

https://www.gov.uk/government/publications/the-chief-information-officer-council https://joinup.ec.europa.eu/elibrary/factsheet/egovernment-united-kingdom-may-201 4-v160 214

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and engagement becomes crucial inside the Government. F. E-Participation The chance for increasing e-participation in the UK is huge when 82% of the UK population is currently online and there is a clear opportunity for government to deliver services digitally to them. The UK government tried to enhance public participation and through it they enhances the government’s effectiveness by improving the quality of its decisions through collaboration. Innovative tools can be used to create unprecedented openness in the Federal Government through increased citizen participation and make this type of collaboration a reality. There is evidence on citizen e-participation in decision-making processes on and off line through forums, polls, propositions on laws, and lobbying. The citizen can log into the website or blogs in the national portal and voice their opinions on polls and engage in e-voting. Citizens can also very easily contact the Head of state or other Government officials through direct email or by simply calling. G. Open Government / Data There have been campaigns in the UK for its government to open up the large amounts of data it has for greater public usage without prohibitively large fees. Currently some UK public sector data are released under a Creative Commons compatible license. April 2014, with the launching of new projects which were funded £1.5 million (about €1.8 million) from the Release of Data fund, the government strived a huge step to unlock data from public bodies and increase transparency (European Union, 2014). The Open Government Partnership UK National Action Plan 2013 to 2015, developed in partnership with civil society, sets out a series of commitments the UK government is making to improve transparency, participation and accountability. H. Cyber Security In 2010 The National Security Strategy rated cyber attacks as a ‘Tier 1’ threat alongside international terrorism, and this is why, despite a tight fiscal situation, the Strategic Defense and Security Review allocated £650 million over 4 years to establish a new National Cyber Security Programme to strengthen the UK’s cyber capacity. The UK government decided in order to enhance the security and resiliency of the cyber and communications infrastructure they have to work on new Cybersecurity Act that is going to be issued and it focused on protecting ICT critical infrastructure, Information sharing, government and private Networks. The electronic transaction and information law which was enacted in UK, regulates all matters pertaining to information and transactions in all electronic forms. The Office of Cyber Security & Information Assurance (OCSIA) supports the minister for the Cabinet Office, the Rt Hon Francis Maude MP and the National Security Council in determining priorities in relation to securing cyberspace. The unit provides strategic direction and coordinates the cyber security programme for the government, enhancing cyber security and information assurance in the UK.

2. Trends The UK is very mature in keeping up development in e-Government. And the

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Government is committed to delivering public services. The UK objectives are to fulfill the needs of their users and achieve maximum value for money for the taxpayer. Currently, the focus is shifted to the productivity and effectiveness improvement by using ICT. New strategy was set up in March 2011 to implement this idea.

Uruguay 1. E-Government Status by Indicators A. Management Optimization Uruguay government received financial aid from Inter-America Development Bank to improve government service. The first term has been successfully implemented and focused on the foundation for increasing human capital and optimizing the use of information technology in Uruguay’s government in order to a better service delivery for citizens and businesses. Currently, IDB provides Uruguay government with a multiyear project to improve e-Government service entitled “Program to Support E-Government Management in Uruguay II”. Goals of this program are developing the e-government strategy and expanding e-government platform while improving government capacity215. The current strategy for developing e-government in Uruguay is the Digital Agenda for 2011-2015. The strategy was approved by a Presidential Decree, November 23rd. 2011. B. National Portal Uruguay has a national portal; http://portal.gub.uy. The navigation is smooth and comprehensive. It provide the user with various service that mainly on the stage of Information Provider. The portal offers the content in English. However, the contents are different from the content in native language. Despite the initial stage of the portal, it exposes the current technology in Web-based application. C. CIO in Government President has appointed Director of Agency for the Development of Government Electronic Management and Information Society and Knowledge (AGESIC) to act as a Government CIO. The role and mandate has been stated on the President Decree. See. http://www.agesic.gub.uy AGESIC is an executive agency under the President of Uruguay. The main duties of this agency are: - To identify and disseminate information legislation - To monitor the compliance - To analyze trend of technology - To develop project in ICT - To act as a person to consult for public institution - To promote e-Government and support the transformation of government. 215

http://www.iadb.org/en/projects/project-description-title,1303.html?id=UR-L1065

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D. Online Services Under the program to support government management, Uruguay attempt to develop various online services not only to citizen but also to businesses. Some projects mentioned in the program are as follow: - National Single Window - Electronic Fiscal receipt - E-Passport - E-Fund Those systems will involve all agencies with their respected programs and create interoperability among others. Among five investigated online services, e-procurement (comprasestatales.gub.uy), e-tax (www.efactura.dgi.gub.uy), and e-customs (http://vuce.gub.uy) are the better than the rest two online services. These three online services provided the citizen the two way interaction with government. However, these system is not equipped with e-payment. E. E-Government Promotion AGESIC is appointed as the unit that is responsible for e-Government promotion as it is stated by presidential decree216. F. E-Participation The initiatives regarding e-Participation in Uruguay are still in the initial stage where governments is seeking to encourage the organizations of central administration to establish standards and models for participation and integration of the citizenship through what they will called e-Channel. The model is expected to be released in 2012. G. Open Government/data Uruguay has released their Open Government/Data platform on a web-based platform; http://www.montevideo.gub.uy. This project was conducted under IDB Aid “Program to Support e-Government Management II”. Uruguay also participates in Open Government Partnership by committing on access to information, budget transparency, citizen participation, e-government, open data, public procurement, and public service delivery.217 H. Cyber Security Uruguay has a set of Laws and Act for strengthening the national cyber security. The following is the list of laws for cyber security: - Ley No. 18.362 for Cyber Security and Data Security - Ley No. 18.331 for Information Protection and Access Control - Ley No. 17.243 for e-commerce including e-payment. Uruguayan government has appointed AGESIC as the agency that is responsible for national security issues.

216

http://www.agesic.gub.uy/innovaportal/v/89/1/agesic/mision_y_vision.html; Using Microsoft Translation Service. 217 http://www.opengovpartnership.org/country/uruguay

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2. Trends Uruguay has put all e-Government trends into their e-Government Strategic Plan. The strategic plan is developed under “Program to Support e-Government Management”. Not only does the strategy has targeted the citizens’ participation but also how to create interoperability system among government institution.

USA 1. E-Government status by Indicators A. Management Optimization Management of optimization constituted foundations for the effective implementation of e-Government in US. E-Government objectives are focused on high-priority areas for improving the internal operations and management. Most objectives are intended to help Interior better execute administrative and supporting functions that exist across the entities. These functions, while in many cases part of the “back office”, play critical roles in accomplishing the missions for which Interior is responsible. They are also crosscutting and have impacts across the Department and all mission-related activities. E-government strategy of US declare that The President's vision for reforming government emphasizes that "government needs to reform its operations—how it goes about its business and how it treats the people it serves.” The vision of e-government strategy is guided by three principles, Citizen-centered, Results-oriented and Market-based. B. National Portal www.usa.gov is the US Government’s Web portal for citizens. It presents a wide range of information resources and online services from various government sources, accessible from a single point. It is also known as the National Portal of USA and is a gateway to improve the communication experience between the government and the public. Moreover, it provides information that helps the public to better understand government structure. The well-organized portal serves as a platform that assists the public to find desired information. The portal is available in two languages – English and Spanish. The portal also connect users to Social media such as Facebook, twitter, YouTube and blogging site as well as there is customization feature that you can receive update mail notification. The portal allows users to connect to youtube.com/USAGOV channel, facebook.com/USAgov Facebook account, witter.com/USAgov twitter account and http://blog.usa.gov/ Blogging Page of USA. C. CIO in Government The U.S. CIO position was established within the White House’s Office of Management and Budget (OMB) to provide leadership and oversight for IT spending throughout the Federal Government. In addition, each Federal agency has its own CIO, as established by the Clinger-Cohen Act of 1996. The CIO in government is considered to be one of the key factors in the success of

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USA e-Government implementation. Governing Principles. The CIO is in charge of working with the e-Government Unit to produce a new IT strategy for Government. It is also aimed at promoting the role of CIOs in the public sector and at increasing the success rate of Government IT projects. The U.S. CIO and the CIO Council establish standards against which the success of all agency programs can be measured, including: Monitoring the year̺to̺year performance improvement of Federal Government programs. D. Online Services E-Government can be defined broadly as the use of information and communication technologies (ICTs) in the public sector to improve its operations and delivery of services. So security is the most important challenge that faces the implementation of e-services because without a guarantee of privacy and security citizens will not be willing to take up e-government services. These security concerns, such as hacker attacks and the theft of credit card information, make governments hesitant to provide public online services. E-transection law in USA Is back with amendment with strong focus and goal is to raise awareness about the importance of online freedom in USA and help to push for better Internet legislation in US. The United States Government had been developing a good job with its requirements since provides multiple services to the American population from the comfort on their home, meaning that people may access, request and fulfill application of different legal documents and follow up by a numerous quantity of recourses on the Internet, providing solution such as e-voting, tax-collection, issue of federal documents, information on the go for what its government is doing As the oldest surviving democracy, it is also confronted with many problems characteristic of most western democracies. E. E-Government Promotion The digital interactions between a US government, citizens, businesses, employees and other governments improved from couple of years And this clearly appear from the efforts to develop and promote electronic Government services and processes by establishment of an Administrator Office of Electronic Government within the Office of Management and Budget. The promotion of the use of the Internet and other information technologies to increase opportunities for citizen to participate with the U.S. Government and promoting interagency collaboration providing electronic Government services, where these collaborations would improve the service provided to its citizens by integrating related functions and the use of internal electronic Government processes. The promotion of the use of the Internet and other information technologies to increase opportunities for citizen to participate with the U.S. Government and promoting interagency collaboration providing electronic Government services, where these collaborations would improve the service provided to its citizens by integrating related functions and the use of internal electronic Government processes. F. E-Participation ICT provide innovative ways for US citizen to interact get involved and become empowered and these relate to more traditional approaches. Public participation enhances the government’s effectiveness by improving the quality of its decisions through collaboration. Innovative tools can be used to create unprecedented openness

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in the Federal Government through increased citizen participation and make this type of collaboration a reality. This program includes: Citizen Services Dashboard, Open Government Dialogue Platform, Challenge.gov, and the Citizen Engagement Platform. The USA enhanced their e-government outstanding this indicator. In the national portal, citizens can use many online services which include paying tax, submitting your tax returns, applying for a driving license, making a complaint to find a local doctor, applying for a passport or getting a travel advance. It is really a convenient portal for citizens. G. Open Government / Data The United States has issued an unprecedented Open Government Directive requiring federal agencies to take immediate, specific steps to achieve key milestones in transparency, participation, and collaboration. People can see all Open Government Directive milestones, track progress across the Executive Branch on the Open Government Dashboard, and read about how the Obama Administration is changing the way Washington works in the Progress Report to the American People. – (whitehouse.gov) H. Cyber Security The United States government believes the security of computer systems is important to the world for two reasons. The increased role of Information Technology (IT) and the growth of the e-commerce sector, have made cybersecurity essential to the economy. Also, cybersecurity is vital to the operation of safety critical systems, such as emergency response, and to the protection of infrastructure systems, such as the national power grid.

2. Trends Though some government websites show great promise, many are still built from a siloed, agency-centric perspective, with insufficient focus on developing websites and portals that are integrated, user-friendly and consumer centric. Though more than 75% of Internet users have visited a government website, reports consistently show that public sector websites lag the private sector. Additionally, the government has failed to meaningfully integrate lessons learned from best practices of leading online government services into its operations. Notable exceptions include the U.S. Citizenship and Immigration Services (USCIS) portal, which allows applicants to check their immigration status instantly along with typical wait times, and the Open Government Initiative. Sharing best practices can particularly improve the provision of benefits for low-income individuals by state governments. Millions of federal dollars are spent annually on IT that supports these services, and the Advance Planning Document (APD) process allows states to obtain approval for the portion of the costs of acquiring new online systems that the federal government contributes. The USA is very mature in keeping up development in e-Government. And the Government is committed to delivering public services. The USA objectives are to fulfill the needs of their users and achieve maximum value for money for the taxpayer. Currently, the focus is shifted to the productivity and effectiveness improvement by using ICT.

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Venezuela 1

E-Government Status by Indicators

A. Management Optimization The Venezuela government is working on a project called Telepolitica with Telecom Venezuela, and it expects to develop local information and communication technology. Telecom Venezuela has been already signed on the cooperation agreement with the National IT Institution218 and the Comptroller General’s office. The project expects to provide the infrastructure of ICT for the public and e-Government promotion. B. National Portal The Venezuelan e-Government portal is http://gobiernoenlinea.gob.ve/, but the portal has only static information, news and links to other government websites. Currently it is not functioning. Only http://www.presidencia.gob.ve/, the president’s government website, offers information on policies and programs, budgets, laws and regulations, and other topics of key public interest. Tools for disseminating information exist for timely access and use of public information, including web forums, e-mail lists, newsgroups and chat rooms. The Ministry of Popular Power for Communication and Information of Venezuela (http://www.minci.gob.ve) provides much information about the government. In addition, this website has incorporated multimedia with the inclusion of audio, video clips and social media. C. CIO in Government There are no specific laws or mandates for CIO positions in Venezuela. There are no CIO associations as well as not CIO training course are offered by any university or training center. D. Online Services Venezuela has a full range of Internet-related business activities, from online invoicing and payment to portals and sophisticated electronic shop-fronts. The government published an Electronic Signatures Law (Official Gazette No. 37,148), which allows the citizen to declare and pay the taxes through internet and to give legal status to electronic contracts used for e-commerce in Venezuela. The Venezuelan government expanded on the success of Gilat and SkyEdge™ to their e-government initiatives. 219 It utilizes the trending opportunity of the ICT development in boosting the election process and transformed it to provide access to all citizens to maintain fairness. The Gilat and SkyEdge™ link 3,000 remote polling stations to run an efficient, accurate and fair election. Due to the fact that Venezuela is a large country with diverse terrain, the government believes only satellite technology can provide a national solution in such a short span of time and still remain within the budgetary constraints.

218 219

http://www.nyulawglobal.org/globalex/venezuela.htm http://www.gilat.com/e-Gov---Venezuela

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E. E-Government Promotion For e-Government promotion in Venezuela, President Chávez issued the telecommunications, data messages and electronic signatures law as well as a technology and innovation law. Telecommunications in Venezuela are currently governed by the Telecommunications Law (OTA).220 This legal instrument aims to “establish the legal framework 221 regulating telecommunications in general, to guarantee citizens the human rights of communication and offer the implementation of telecommunications business activities necessary to achieve it. In order to achieve ICT development, the Venezuela government offered ICT teaching training program. This program is basically comprised of three stages: practice, practical application, and teacher training. F. E-Participation In order to achieve smooth communication between the government and the citizen, using social network services now plays an important role. Twitter (mobile.twitter.com/gobenlineave) and Identi.ca (identi.ca/gobenlineave) are now available in Venezuela’s national portal. This feature encourages citizen e-participation in Venezuela. The national portal provides one-stop shop service, but it is not Web 2.0 and does not support social media. However, citizens may contact the government or President through the website: http://www.presidencia.gob.ve/ G. Open Government/data There is no evidence about the Venezuelan government’s efforts on developing open government or open data. H. Cyber Security Venezuela is a special country in that they have non-extradition rights as far as the US is concerned. Cybercrime is illegal in country, but is actually (under the table) encouraged. The government is happy to support criminal groups acting in the U.S. (and the UK and AU) from Venezuela. Basically, as long as nothing is done against the citizens of Venezuela, no criminal sanctions are filed against the cartels. – (Venezuela – Cybercrime Issues - sourcebase.wordpress.com/ February 21, 2011) Venezuela’s Internet penetration rate rose to 42 percent in 2011,222 placing it on par with regional neighbors including Argentina, Brazil, and Colombia. The main laws that regulate telecommunications, data, and privacy are: the Telecommunications Privacy Protection Law; the Organic Telecommunications Law; the Data Message and Electronic Signature Law; the Special Law against Information Crimes; Social Responsibility in Radio and Television Law; and the Public Function and Statistics Law. There is no evidence of the existence of a national master plan or strategy relating to cyber security.

2

Trends Despite the successful ICT promotion by government and the procurement of

220 221 222

http://www.wipo.int/wipolex/en/details.jsp?id=10252 http://erevistas.saber.ula.ve/index.php/Disertaciones/article/view/50/67 https://opennet.net/research/profiles/venezuela

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advanced technologies, e-government integration is still lacking in regards to deployment of essential e-services for citizens. The National Electoral Council tries to provide an e-voting system in order to encourage citizen participation on political issues and increase the number of citizens who vote. 223 With the number of tele-centers continuing to increase and the availability of internet services expanding, it is projected that Internet usage will continue to rise at a strong pace in Venezuela. On e-Government, the government is committed to improving e-use in the public sector and reducing the digital divide. The development of e-infrastructure is also seen as one method to fight corruption in the public sector. A low rate of Internet access is a big obstacle for the fast launch of e-services in Venezuela. The Venezuelan government is struggling for the public to increase Internet services. The government plans to provide wireless broadband more widely in the region for significant broadband growth.

Vietnam 1

E-Government Status by Indicators

A. Management Optimization In general, no evidence has been found regarding to e-government master plan or strategy at national level. Instead, there have been several national plans or programs relating to ICT development released such as: strategy on development of information and communication technology of Viet Nam to 2010 and orientations toward 2020 (Prime Minister’s Decision No. 246/2005/QD-TTg dated Oct 6, 2005); master plan on development of information technology human resources of Viet Nam to 2015, orientations toward 2020 (Prime Minister’s Decision No 698/QĐ-TTg dated Jun 01, 2009). Vietnam Government has also put huge efforts to reform administrative procedures to serve national economic development, indicated by the national program on administrative reform in the period 2011 – 2020. Delivering from the 2011-2015 national programs, several positive results have been achieved. There is the existence of a so-called “specialized data transmission network” implemented with the target to provide high-speed connectivity from central government to provinces and districts throughout the country, ensuring the exclusive usage with high security, seamless and redundancy. To date, 63 cities and provinces have been connected through the total of 3517 access points using fiber optic. However, the number of applications implemented by leveraging this network is still remaining at low level. At ministry level, there are several key e-government projects implemented to improve efficiency working performance in government agencies: Project “Electronic certification and digital signature system in state agencies” (2011-2015) implemented by Ministry of Defense; the Treasury and Budget Management Information System (TABMIS) by Ministry of Finance. Early this year, the Ministry of Foreign Affairs has launched an online visa issuance system with an integration data center inside Vietnam and at 95 overseas diplomatic offices. The project, funded by ODA from World Bank, is expected to reduce the processing time of 223

https://digitalvote.wordpress.com/tag/electronic-voting-venezuela/

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visa issuance in a half and enhance efficiency of the Ministry’s management operations. Similar information systems have been deployed for General Department of Vietnam Customs (VNACCS/VCIS from Japan) and General Department of Taxes (iHTKK) B. National Portal The government portal locates at www.chinhphu.vn has not much changes from last year. The portal provides information about the country, government, and daily news which are updated regularly in two languages Vietnamese and English. Citizens, businesses and non-residents could find information, public services in their corresponding sections in the portal. Website of Prime Minister could be found at http://thutuong.chinhphu.vn/ which represents the profile, activities and working process of the Prime Minister. There are 2 sections serving for interaction with citizens which are “citizen’s opinions on draft of legal documents” and “feedbacks and recommendations”. Public services are organized based on providers and there are links to the website of each government agency. The search function is simply implemented to lookup news and documents and there are no evidence found of social media utilizations. C. CIO in Government Recently, there has been only one official regulation documentation found concerning government CIO which is the Decision No. 1074/QĐ-BTTT released by Ministry of Information and Communication and came into effect by 15 th July, 2011. The document stated about the establishment of a council called “Board of Chief Information Officers in State Agencies” which is headed by Vice Minister and involves all directors of local ICT departments as local government CIOs. The missions of this council are announced as being the consultant for the Minister of MIC in making decisions and policies regarding to ICT implementation in government agencies. To date, the council has demonstrated its roles in several actions such as promulgating instructions in building ICT planning for local governments, applying technical standards for local portals or using state budget for applying ICT in government agencies. Besides, there are CIO-equivalent positions appointed with the roles to promote ICT development at local government level. In CIO ASEAN Awards 2014 event, there were 8 Vietnamese CIOs from different government agencies being honored for the efforts they have made to implement ICT in their organizations. D. Online Services In 2011, Vietnam Government has issued a legislation document about regulations of the provision of information and online services on the portals of government agencies. The document involves the definition of “online service” term and its different levels. Together with the national program 2011-2015, a number of e-services have been deployed at ministry’s portals and local governments’ websites. To date, almost 90% ministries and local governments have successfully implemented their online services; however, most of those services are still stopping at information provision and one-way interaction levels only since higher sophistication levels of e-service requires the improvement of cyber security mechanisms and legal framework. The most successful efforts in online services delivery so far could be seen in the customs and taxes departments. The General Department of Customs has launched the project named VNACCS/VCIS in 2012 with the support from Japanese government, in order to provide an effective tool to support customs departments national wide in

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cargo clearance services and customs management. According to 2014 statistics, 98% of total declaration forms are done through this system; 98.13% of total enterprises used this service for handling custom declarations. Regarding to tax declaration operations, an application named iHTKK has been installed by the General Department of Taxes. E. E-Government Promotion Vietnam has recently made great strides in applying ICT in government agencies activities. To date, 100% of ministries and sectors have presented their own websites; all 63 provinces and cities have e-portals, and 83.6 per cent of information and guidance related to government and central agency policies is posted on the internet. The latest national program on information technology application in state agencies’ operations during the period 2011-2015 has identified 56 important projects which could be considered as the preparation towards e-government adoption. These include 6 projects focusing on ICT infrastructure, 41 projects on information system development in various fields and other 9 for constructing national databases. Also, by creating an attractive investment environment, Vietnam Government aims to launch lots more ICT projects with funding from foreign investors which are expected to build a backbone for the development of e-government. F. E-Participation The national portal www.chinhphu.vn of Vietnam has improved over time. The portal is a one stop service site for citizens. Communication with citizens has much become easier and convenient. In terms of e-information Vietnam received high scores but there are no interactive functions such as blogs. Online public services are still limited however in the portal there is evidence to show that the Government takes the opinions of citizens in decisions making processes when discussing legislation. G. Open Government/Data Currently the management, exploitation and usage of national data is facing many challenges. For instance, there is no existence of national population data, however practically there has been several separate databases related to the population such as civil, labor, health insurance, driving license, and so on which are managing by different agencies. The statics on socioeconomic are published limitedly without reusing or redistribution. Data from a few sectors such as environmental resource has not been managed well, resulting in fragmentation, inconsistent and duplication. There have been circumstances where data are traded among different government agencies. In order to manage, exploit and sharing data effectively, Vietnam government has started several national data constructing projects. Almost of those databases are still on the surveying process and currently could not be used. H. Cyber Security In recent years with the fast pace of the development of information technology, Vietnamese government is making effort to ensure the safety and security of information. The Vietnamese government has issued the Legislation of information technology which provided principles for the application and development operations of information technology in order to protect the rights of individuals and organizations in the cyber environment and to ensure safety and security in the application of information technology. Vietnam Computer Emergency Response Team (VNCERT)

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was established under the Ministry of Information and Communications with the functions and duties on making warning about the safety issues of computer networks, building technical standards for network security and helping the Ministers in the management of safety and security in state agencies. There are few national regulations relating to information safety came into force such as: The directive 28-CT/TW, on 16-9-2013 of the Party Central Committee's Secretariat (XI) to enhance the network information security and Decree No. 72/2013/ND-CP, validated 15-7-2013 of the Government in management, provision and use of internet services and online information.

2

Trends

The Vietnamese Government has set targets for developing e-government mechanisms in the upcoming years with a focus on improving technical facilities for IT applications in State agencies and building a national information network to serve businesses and the public more transparently. Although several positive outcomes have been noticed, almost national level ICT projects in the program are evaluated as slow progress, whereas only 4 projects are considered complete. This result helps to realize the fact that not only investment resources but other indispensable determinants such as leadership commitments, legislation framework, attitude and behavior of government officers, cooperation between government agencies and strict supervision from independent agencies have great influences to the success of an ICT project. Vietnam has a growing economy especially in the field of telecommunications. The necessary legal foundation is in place to build the basic infrastructure on which to build successful e-government in the future. However real world implementation requires a lot of works to be done before an advanced state of e-Government can be achieved. Overall, Vietnam has made clear progress in planning and developing e-Government. This is shown clearly in the score that Vietnam has reached. For future they are going to have government service anytime, anywhere, better service delivery.

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APPENDIX 1 Top 10 ICT and e-Government Rankings by other Organizations 1.

2014 UN e-Government Ranking UN e-Government Ranking No

2.

UN e-Government Ranking

Country

No

Country

1

Korea

6

Japan

2

Australia

7

USA

3

Singapore

8

UK

4

France

9

New Zealand

5

Netherlands

10

Finland

2014 WEF Ranking WEF Ranking No

3.

WEF Ranking

Country

No

Country

1

Switzerland

6

Japan

2

Singapore

7

Hong Kong

3

USA

8

Netherland

4

Finland

9

UK

5

Germany

10

Sweden

2014 IMD Ranking IMD Ranking No

IMD Ranking

Country

No

Country

1

USA

6

Germany

2

Switzerland

7

Canada

3

Singapore

8

UAE

4

Hong Kong

9

Denmark

5

Sweden

10

Norway

188

Appendix 1

4. 2015 ITU Ranking ITU Ranking

ITU Ranking

No

Country

No

Country

1

Denmark

6

Norway

2

Korea

7

Netherland

3

Sweden

8

Finland

4

Iceland

9

Hong Kong

5

UK

10

Luxembourg

5. 2014 Accenture Ranking Accenture Ranking No

Accenture Ranking

Country

No

Country

1

Singapore

6

USA

2

Norway

7

UK

3

UAE

8

India

4

Korea

9

Germany

5

Saudi Arabia

10

Brazil

6. EIU Ranking EIU Ranking

EIU Ranking

No

Country

No

Country

1

Sweden

6

Norway

2

Denmark

7

Hong Kong

3

USA

8

Singapore

4

Finland

9

Australia

5

Netherland

10

New Zealand

189

APPENDIX 2 e-Government National Portal and Open Government Data Portal Countries

Government

Name

Portal Site

Open Government Data

Portal Site

Data set

Data

Data

App

Type Request

Devel op

Argentina

argentina.gob.ar

data.buenosaires.gob.ar

O

O

㻌

O

㻌

Australia

australia.gov.au

data.gov.au

O

O

O

O

O

Austria

digitales.oesterreich.gv.at

data.gv.at

O

O

O

O

O

Bahrain

bahrain.bh

www.data.gov.bh

O

O

㻌

㻌

㻌

Belgium

belgium.be

data.belgium.be

O

O

O

O

O

Brazil

www.brasil.gov.br

dados.gov.br

O

O

㻌

O

㻌

Brunei

brunei.gov.bn

data.gov.bn

O

㻌

㻌

㻌

㻌

Canada

canada.gc.ca

open.canada.ca

O

O

O

O

O

Chile

gob.cl

datos.gob.cl

O

O

O

O

㻌

China

gov.cn

data.stats.gov.cn

O

㻌

㻌

㻌

㻌

Colombia

gobiernoenlinea.gov.co

datos.gov.co

O

O

㻌

O

O

Costa Rica

www.gobiernofacil.go.cr

datosabiertos.gob.go.cr

O

O

㻌

㻌

㻌

Czech

portal.gov.cz

opendata.cz

O

O

O

O

㻌

Denmark

denmark.dk

data.digitaliser.dk

O

O

㻌

㻌

㻌

Egypt

egypt.gov.eg

N/A

㻌

㻌

㻌

㻌

㻌

Estonia

eesti.ee

pub.stat.ee

O

O

㻌

㻌

㻌

Fiji

fiji.gov.fj

N/A

㻌

㻌

㻌

㻌

㻌

Finland

suomi.fi

N/A

France

service-public.fr

data.gouv.fr

Georgia

government.gov.ge

N/A

Germany

bund.de

HK SAR Iceland India

india.gov.in

㻌

㻌

㻌

㻌

㻌

O

O

㻌

O

O

㻌

㻌

㻌

㻌

㻌

govdata.de

O

O

㻌

O

㻌

gov.hk

data.gov.hk

O

O

㻌

O

㻌

island.is

opingogn.is

O

O

㻌

㻌

㻌

data.gov.in

O

O

㻌

O

O

190

Appendix 2

opengovindonesia.org

O

㻌

gov.il

data.gov.il

O

O

italia.gov.it

dati.gov.it

O

O

Japan

e-gov.go.jp

data.go.jp

O

O

Kazakhstan

egov.kz

N/A

㻌

㻌

Indonesia

indonesia.go.id

Israel Italy

㻌

㻌

㻌

㻌

㻌

㻌

O

O

㻌

O

O

O

㻌

㻌

㻌

Kenya

information.go.ke

opendata.go.ke

O

O

O

㻌

㻌

Korea

korea.go.kr

data.go.kr

O

O

O

O

O

Macau

gov.mo

N/A

㻌

㻌

㻌

㻌

㻌

Malaysia

www.malaysia.gov.my

data.gov.my

O

O

㻌

O

㻌

Mexico

gob.mx

N/A

㻌

㻌

㻌

㻌

㻌

Morocco

www.egov.ma

data.gov.ma

O

O

㻌

㻌

㻌

Netherlands

government.nl

data.overheid.nl

O

O

O

O

O

New Zealand

newzealand.govt.nz

data.govt.nz

O

O

O

㻌

O

Nigeria

www.nigeria.gov.ng

N/A

㻌

㻌

㻌

㻌

㻌

Norway

regjeringen.no

data.norge.no

O

O

O

O

㻌

Oman

oman.om

oman.om/wps/portal/

O

O

㻌

㻌

㻌

㻌

㻌

㻌

㻌

㻌

index/opendata Pakistan

pakistan.gov.pk

N/A

Peru

peru.gob.pe

datosperu.org

O

㻌

㻌

㻌

㻌

Philippines

gov.ph

data.gov.ph

O

O

㻌

O

O

Poland

en.poland.gov.pl

N/A

㻌

㻌

㻌

㻌

㻌

Portugal

portaldocidadao.pt

dados.gov.pt

O

O

O

O

O

Romania

e-guvernare.ro

data.gov.ro

O

O

㻌

㻌

㻌

Russia

government.ru

N/A

㻌

㻌

㻌

㻌

㻌

Saudi Arabia

saudi.gov.sa

data.gov.sa

O

O

㻌

㻌

㻌

Singapore

gov.sg

data.gov.sg

O

O

㻌

O

O

South Africa

gov.za

N/A

㻌

㻌

㻌

㻌

㻌

Spain

administracion.gob.es

datos.gob.es

O

O

O

O

㻌

Sweden

sweden.gov.se

opengov.se

O

O

㻌

O

㻌

Switzerland

ch.ch

opendata.admin.ch

O

O

O

O

㻌

Appendix 2

Taiwan

taiwan.gov.tw

data.gov.tw

191

O

O

㻌

O

㻌

Thailand

egov.go.th

data.go.th

O

O

㻌

㻌

㻌

Tunisia

tunisie.gov.tn

data.gov.tn

O

O

O

㻌

㻌

Turkey

turkiye.gov.tr

N/A

㻌

㻌

㻌

㻌

㻌

UAE

government.ae

government.ae/en/we

O

O

㻌

㻌

㻌

UK

gov.uk

data.gov.uk

O

O

O

O

O

Uruguay

portal.gub.uy

datos.gub.uy

O

㻌

㻌

㻌

㻌

USA

usa.gov

data.gov

O

O

O

O

O

Venezuela

gobiernoenlinea.gob.ve

N/A

㻌

㻌

㻌

㻌

㻌

Vietnam

chinhphu.vn

N/A

㻌

㻌

㻌

㻌

㻌

b/

guest/open-data

Source: Waseda Institute of e-Government

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