A Decade of World E-Government Rankings PDF

A DECADE OF WORLD E-GOVERNMENT RANKINGS
Global E-Governance Series

Volume 7
Recently published in this series
Vol. 6. M. Finger, B. Bukovc and M. Burhan (Eds.), Postal Services in the Digital Age
Vol. 5. T. Obi, J.-P. Auffret and N. Iwasaki (Eds.), Aging Society and ICT – Global Silver
Innovation
Vol. 4. M. Finger and F.N. Sultana (Eds.), E-Governance, A Global Journey
Vol. 3. T. Obi (Ed.), The Innovative CIO and e-Participation in e-Government Initiatives
Vol. 2. J. Tubtimhin and R. Pipe (Eds.), Global e-Governance – Advancing e-Governance
Through Innovation and Leadership
Vol. 1. T. Obi (Ed.), E-Governance – A Global Perspective on a New Paradigm
ADVISORY BOARD
Pairash Thajchayapong, Advisor to the Board Francisco Magno, Le Salle University

(Bangkok, Thailand) (Manila, Philippines)
Toshio Obi, Chairman of the Board, Tran Minh Tien, ICT Advisor
President IAC (Toyko, Japan) (Ha noi, Vietnam)
Ari-Veikko Anttiroiko, Tampere University Suhono Harso Supangkat, Bandung Institute
(Tampere, Finland) of Technology (Bandung, Indonesia)
Nagy Hanna, World Bank Advisor Martin Santana, Esan University
(Washington D.C., USA) (Lima, Peru)
Keiko Kiyohara, Mitaka City
Yuri Fedotov, St. Petersburg University
(Mitaka, Japan)
(St. Petersburg, Russia)
Randeep Sudan, Global ICT Department,
Frank Yu-Hsieh Sung, RDEC World Bank (Washington D.C., USA)
(Taipei, Taiwan)
Jirapon Tubtimhin, IAC (Bangkok, Thailand)
Fengchun Yang, Peking University
Russell Pipe, Advisor to the Board
(Peking, China)
(Bangkok, Thailand)
Seang-Tae Kim, National Information Thomasz Janowski, United Nations
Society Agency (Seoul, Korea) University (Macao)
Motoo Kusakabe, Director Open City Portal John M. Eger, San Diego State University
(London, UK) (California, USA)
Jean Pierre Auffret, George Mason Bruno Lanvin, Director, INSEAD eLab
University (Washington D.C., USA) (France)
Matthias Finger, Swiss Federal Institute Robert Schware, Academy for Educational
(Lausanne, Switzerland) 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,
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v
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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vii
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.
ix
Contents
Preface v
Executive Summary vii
Chapter 1: Overview 1
1. Historical Trends for Eleven Years Surveys of the Rankings 1
2. Total Ranking in 2015 1
3. e-Government Ranking by Indicators 4
Chapter 2: A Decade of Waseda–IAC e-Government Findings 7

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 8
3. Citizen-engagement as digital inclusion in e-Govt. should be encouraged 8
4. Various applications for online service are progressing 9
5. More attention must be paid to local e-Government issues as well
as linkage between central and local governments 10
6. The best practices for M-government in developing countries may
increase active participation in developing countries with high usage
of mobile devices 10
7. Open Government/Data should be implemented and shared with big data 11
8. Digital gap has become wider among developing countries in terms
of accessibility, usability and affordability 11
Chapter 3: New trends on e-Government development 13

1. Digital Government/Internet Economy 13
2. Internet of Things 13
3. Cloud Computing 14
4. One Stop Service 14
5. Open Government/Data 15
6. Big Data 16
7. Cyber Security 16
8. Social Media 17
9. Smart City 17
x
10. Inter-governmental Collaboration and Linkage 18

11. Digital Inclusion and Aging society 18
Chapter 4: e-Government Country Reports 21

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
xi
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
xii
United Kingdom (UK) 172

Uruguay 175
USA 177
Venezuela 180
Vietnam 182
Appendix 1
Top 10 ICT and e-Government Ranking by other Organizations 187
Appendix 2
e-Government National Portal and Open Government Data Portal 189
1
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.
2 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.
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

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

7
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 (4) Various applications for online

inclusion in e-Government initiatives service over the world are
should be more encouraged progressing in developed countries
(5) More attention must be paid to local (6) The best practices for M-government
e-Government issues as well as in developing countries may increase
linkage between central and local active participation in developing
governments countries with high usage of mobile
devices
(7) Open Government/Open Data should (8) Digital gap has become wider among
be implemented and shared with big developing countries in terms of
data 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
8 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
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.
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,
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
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
13
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.
14 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
Chapter 3: New Trends on e-Government Development 15
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
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
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
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
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.
21
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.
22 Chapter 4: e-Government Country Reports
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
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
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/
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.
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
http://www.finance.gov.au/agimo/
4
https://www.ato.gov.au/Calculators-and-tools/Progress-of-return/
5
http://www.communications.gov.au/broadband/national_broadband_network
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
http://www.finance.gov.au/publications/interacting-with-government-2011/
7
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/
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
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.
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
12
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
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.
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,
17
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
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
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.
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/
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
Belgium
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
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
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.
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
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
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/
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.
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
23
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 )
of ICT in education.
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
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
- 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.
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.
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
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
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
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.
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)
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.
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
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
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,”
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
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/
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/
China
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
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.
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.
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.
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
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
Communication (MinTIC).30 MinTIC has enunciated four main goals to achieve its
online government vision:
1. “F Facilitate efficiency and collaboration within and between state
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
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
31
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
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
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
38
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
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
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.
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
Ibid.
47
http://www.gobiernofacil.go.cr/e-gob/gobiernodigital/proyectos.htm
48
http://www.gobiernofacil.go.cr/e-gob/gobiernodigital/quienessomos3.htm
49
http://www.gobiernofacil.go.cr/e-gob/gobiernodigital/quienessomos3.htm
50
http://www.gobiernofacil.go.cr/E-GOB/weblinks/index.aspx
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.
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.
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
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
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/
59
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)
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.
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.
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.
Based on Eurostat (2013), there is an interaction electronically by citizens around

25-54 years old with public authorities in 2012 for about 42%.
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
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
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.
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.
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.
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.
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
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
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
http://www.mcit.gov.eg/Media_Center/Press_Room/Press_Releases/2634
63
http://www.mcit.gov.eg/ICT_Strategy
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.
64
https://etenders.gov.eg/en/index.php
65
http://www.incometax.gov.eg/
66
http://www.egypt.gov.eg/english/laws/default.aspx
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
http://presidential2012.elections.eg/index.php/round1-results
68
http://www.egcert.eg/
69
http://www.mcit.gov.eg/TeleCommunications/Cyber_Security
70
http://mcit.gov.eg/Upcont/Documents/ICT%20Strategy%202012-2017.pdf
71
OECD e-Government Studies: Egypt 2013, pp 49
- ICT industry growth and information society policies
Estonia
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.
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
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.
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
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”.
Fiji
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
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
http://www.itu.int/en/ITU-D/Statistics/Documents/publications/mis2014/MIS2014_wit
hout_Annex_4.pdf
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.
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
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
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.
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.
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
https://www.hansel.fi/en/hansel/digitalisation-procurement-process/
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.
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.
2 Trends
“A strategy proposal for the use of ICT in the Public Administration 2012-2020”
3
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.
France
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.
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.
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.
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
e-Services for individuals, http://www.service-public.fr/
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
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
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.
76
http://www.gouvernement.fr/action/l-ouverture-des-donnees-publiques
77
http://www.itu.int/en/ITU-D/Statistics/Documents/publications/mis2014/MIS2014_wi
thout_Annex_4.pdf
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).
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
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
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
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.
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.
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.
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
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
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.
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
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.
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.
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
http://www.access.gov.hk
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
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
80
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.
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
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.
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
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
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
European Commission, E-Government in Iceland 2014 Report, 12.
88
http://eng.forsaetisraduneyti.is/media/English/information-act-no-140-2012.pdf
89
http://www.personuvernd.is/information-in-english/greinar/nr/438
90
http://eng.atvinnuvegaraduneyti.is/laws-and-regulations/nr/nr/7431
91
http://eng.fjarmalaraduneyti.is/legislation/nr/612
92
http://unpan3.un.org/egovkb/en-us/Data/Country-Information/id/76-Iceland
93
European Commission, E-Government in Iceland 2014 Report, 26.
94
http://www.opingogn.is/
95
https://www.island.is/en/icekey---e-certificate/about-icekey/
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
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
http://rendezvous.blogs.nytimes.com/2012/10/24/crowdsourcing-icelands-constitution
State Government, who are responsible for the content development, compilation and
maintenance (DEITY, 2014).
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.
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).
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
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
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
98
http://e27.co/indonesia-partners-with-south-korea-to-implement-e-government-20141
126/
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.
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/
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.
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.
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
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.
Italy
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.
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
http://www.agid.gov.it/en/agency
102
http://www.cliclavoro.gov.it/
income support, and an information and communication area.

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.
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
http://www.sicurezzanazionale.gov.it/
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
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.
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
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
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
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
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
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
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.
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
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.
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.
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,
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
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
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
http://www.icta.go.ke/national-ict-masterplan/
105
http://www.information.go.ke/?p=1066
106
http://www.information.go.ke/?cat=39
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
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.
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
107
http://www.cio.co.ke/news/main-stories/kenya-government-procurement-finally-mov
es-online
108
http://www.revenue.go.ke/
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
Based on the development of e-Government which it has been achieved from 1978,
109
https://www.opendata.go.ke/page/about
110
http://www.icta.go.ke/cybersecurity-strategy-2014/
111
http://www.humanipo.com/news/37907/kenya-in-partnership-with-south-korea-to-impr
ove-ict-sector/
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.
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
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.
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.
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
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
Aiming to raise the maturity of e-government, Macau Government promotes the
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.
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
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
http://www.mocert.org
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
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
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.
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
is a major step towards establishing Malaysia’s National Window (Deloitte Malaysia,

2013).
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.
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.
2 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
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.
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
http://unpan1.un.org/intradoc/groups/public/documents/un/unpan020580.pdf
114
http://cdn.mexicodigital.gob.mx/EstrategiaDigital.pdf
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.
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.
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
http://pa2015.mx/
116
http://assets.pa2015.mx/frontend/pdf/pa_aga_2015-en.pdf
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
117
http://www.cert.org.mx/
118
http://www.itu.int/net/pressoffice/press_releases/2013/06.aspx#.Ud0qXBaBLx5
Morocco
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.
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.
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
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.
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.
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
- 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
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
123
Eén digitale overheid. Retrieved from Eén digitale overheid:
http://www.e-overheid.nl/english
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.
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.
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
http://www.government.nl/ministries/bz/organisational-structure/support-department
s
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
2 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
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
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
https://ict.govt.nz/strategy/
126
https://ict.govt.nz/programmes-and-initiatives/cloud-programme/
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.
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/
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.
Nigeria
As of 2014, Nigeria is ranked 141 st in the world according to the United Nations’
E-Government Development Index. 130 The Nigeria government has various
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.
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
http://unpan3.un.org/egovkb/en-us/Data/Country-Information/id/125-Nigeria
131
http://www.negst.com.ng/index.php/about-us/a-few-words-about-us
132
http://www.nigeria.gov.ng/
133
http://www.negst.com.ng/
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
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
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/
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
141
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
Norway
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.
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
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
http://eid.difi.no/en/minid/
146
https://www.altinn.no/
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.
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.
2 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/
Oman
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.
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
http://www.ita.gov.om/ITAPortal/Pages/Page.aspx?NID=559&PID=1886&LID=98
151
http://www.ita.gov.om/ITAPortal/Pages/Page.aspx?NID=559&PID=1867&LID=97
152
https://www.cia.gov/library/publications/the-world-factbook/geos/mu.html
153
http://www.ita.gov.om/ITAPortal/ITA/CEO_Message.aspx
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
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
155
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.
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
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
Pakistan
1. E-Government by Indicators
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).
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.
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.
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.
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
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.
Peru
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.
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).
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
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.
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.
Philippines
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.
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.
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).
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
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/
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
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)
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
172
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.
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
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
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
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.
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.
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/
175
http://www.cionet.com/about/cionet-portugal/advisory-board/
176
http://www.portaldocidadao.pt/PORTAL/pt/AcessoRapidoServicos/ARS
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.
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.
2 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.
Romania
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
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.
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
http://www.itu.int/en/ITU-D/Statistics/Documents/publications/mis2014/MIS2014_
without_Annex_4.pdf
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.
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.
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.
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
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
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.
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.
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
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.
Saudi Arabia
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
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
http://www.saudi.gov.sa/wps/portal/yesserRoot/home
179
http://www.yesser.gov.sa/en/ProgramDefinition/Pages/Director_General_of_e-Gover
nment_Program.aspx
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.
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.
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
181
http://www.citc.gov.sa/English/RulesandSystems/CITCSyste/Pages/CybercrimesAct.as
px
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
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
183
http://www.egov.gov.sg/egov-programmes/programmes-by-government/whole-of-gove
rnment-enterprise-architecture-wog-ea
184
http://www.egov.gov.sg/egov-programmes/programmes-by-government/cloud-computi
ng-for-government
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
http://www.ecitizen.gov.sg/
186
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-new-
Government-Chief-Information-Officer-Assistant-Chief-Executive
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.
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
https://www.singpass.gov.sg/
190
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
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.
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
http://www.egov.gov.sg/egov-programmes/programmes-by-citizens/oneinbox
194
http://www.egov.gov.sg/egov-programmes/programmes-by-citizens/citizen-connect
195
https://www.reach.gov.sg/AboutREACH/Overview.aspx
196 https://ideas.ecitizen.gov.sg/
197
http://data.gov.sg/common/about.aspx
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.
198
https://www.singcert.org.sg/about-us-topmenu-43
South Africa
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
public to find desired information as well as the portal also connect users to Social media
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
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.
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
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
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
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
http://www.itu.int/en/ITU-D/Statistics/Documents/publications/mis2014/MIS2014_wit
hout_Annex_4.pdf
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.
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
public services for businesses, which were identified by the European Commission and
Member States. Almost services are transactional with payment online.
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.
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.
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
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.
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
http://www.government.se/sb/d/2025/a/181914
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).
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).
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%
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
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.
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.
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)
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
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)
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
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
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.
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.
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.
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.
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.
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.
Thailand
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.
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
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.
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
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
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
http://www.pm.gov.tn/pm/article/article.php?id=188&lang=en
202
http://services.interieur.gov.tn/
Store and Google Play.

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.
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
and there are also accountability issues.

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.
206
http://www.ansi.tn/
207
http://tuncert.ansi.tn/
Turkey
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.
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
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.
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”
- 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.
208
http://www.turkstat.gov.tr/UstMenu.do?metod=temelist
United Arab Emirates

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.
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.
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
http://www.tra.gov.ae/
210
http://www.moca.gov.ae/
211
http://government.ae/en/web/guest/about-mgovernment
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.
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.
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
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)

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
https://www.gov.uk/government/publications/government-digital-strategy
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.
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.
There have been numerous actions carried out by the UK government in order to
promote the awareness and the usage of e-government. The national portal gov.uk
which replaced the old version Direc.gov has proved its more simplification, clearer
and faster for user experience. Using digital channel for communications, marketing
213
https://www.gov.uk/government/publications/the-chief-information-officer-council
214
https://joinup.ec.europa.eu/elibrary/factsheet/egovernment-united-kingdom-may-201
4-v160
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.
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
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
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.
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
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.
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.
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
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
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
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.
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
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.
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
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.
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.
Venezuela
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.
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
http://www.nyulawglobal.org/globalex/venezuela.htm
219
http://www.gilat.com/e-Gov---Venezuela
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/
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
http://www.wipo.int/wipolex/en/details.jsp?id=10252
221
http://erevistas.saber.ula.ve/index.php/Disertaciones/article/view/50/67
222
https://opennet.net/research/profiles/venezuela
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
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/
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.
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
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.
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)
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.
187
APPENDIX 1
Top 10 ICT and e-Government Rankings by other

Organizations
1. 2014 UN e-Government Ranking
UN e-Government Ranking UN e-Government Ranking
No Country No Country
1 Korea 6 Japan
2 Australia 7 USA
3 Singapore 8 UK
4 France 9 New Zealand
5 Netherlands 10 Finland
2. 2014 WEF Ranking

WEF Ranking WEF Ranking
1 Switzerland 6 Japan
2 Singapore 7 Hong Kong
3 USA 8 Netherland
4 Finland 9 UK
5 Germany 10 Sweden
3. 2014 IMD Ranking

IMD Ranking IMD Ranking
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
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 Accenture Ranking
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
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 Open Government Data

Name Portal Site
Portal Site Data Data Data App Devel
set Type Request 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 㻌㻌㻌㻌㻌
France service-public.fr data.gouv.fr O O 㻌 O O
Georgia government.gov.ge N/A 㻌㻌㻌㻌㻌
Germany bund.de govdata.de O O 㻌 O 㻌
HK SAR gov.hk data.gov.hk O O 㻌 O 㻌
Iceland island.is opingogn.is O O 㻌㻌㻌
India india.gov.in data.gov.in O O 㻌 O O

190 Appendix 2
Indonesia indonesia.go.id opengovindonesia.org O 㻌㻌㻌㻌
Israel gov.il data.gov.il O O 㻌㻌㻌
Italy italia.gov.it dati.gov.it O O O O 㻌
Japan e-gov.go.jp data.go.jp O O O O O
Kazakhstan egov.kz N/A 㻌㻌㻌㻌㻌
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
index/opendata
Pakistan pakistan.gov.pk N/A 㻌㻌㻌㻌㻌
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 2 191
Taiwan taiwan.gov.tw data.gov.tw 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
b/ guest/open-data
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
Source: Waseda Institute of e-Government


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A DECADE OF WORLD E-GOVERNMENT RANKINGS

Global E-Governance Series

Pairash Thajchayapong, Advisor to the Board Francisco Magno, Le Salle University

ISSN 1874-8511 (print)

Toshio Obi & Naoko Iwasaki

Amsterdam • Berlin • Tokyo • Washington, DC

ISBN 978-1-61499-567-8 (print)

Distributor in the USA and Canada

PRINTED IN THE NETHERLANDS

This book is published as the memorial achievements of Institute of e-Government,

As the editor of the book, I would express particular attention to encouraging

The Institute of e-Government at Waseda University, Tokyo, in cooperation with

Executive Summary vii

Chapter 2: A Decade of Waseda–IAC e-Government Findings 7

Chapter 3: New trends on e-Government development 13

10. Inter-governmental Collaboration and Linkage 18

Chapter 4: e-Government Country Reports 21

United Kingdom (UK) 172

Table 1: Historical Trends of the Ranking 2005 – 2015

Table 2: Waseda – IAC e-Government Total Ranking 2015

Figure 1: Waseda-IAC Top 10 e-Governments Ranking in 2015

Figure 2: e-Government Development Matrix

3. E-Government Ranking by Indicators

Table 3: The Main Indicators and Sub-Indicators

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

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

(3) Citizen-engagement as digital (4) Various applications for online

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

the work of e-Government should have different knowledge background, such as

Figure 3: E-Service and ICT infrastructure

5. More attention must be paid to local e-Government issues as well

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

Chapter 3: New trends on e-Government development

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

mandatory in developing the smart city.

Chapter 4: e-Government Country Reports

judicial and academic understanding of information security and critical information

- Delivering Integrated, Accessible and Convenient e-Services.

speed up the delivery of integrated, easily accessible and efficient Government

can be accounted for by a much more competitive and crowded e-government

procurement costs by up to 20%, according to the Director of Digital

Based on Eurostat (2013), there is an interaction electronically by citizens around

- ICT industry growth and information society policies

legislation, as well as elaborating IT standards. Estonia is a rather decentralized country

e-government policy/strategy development and coordination: the Council for the

building up its infrastructure. In 2013, the Fraunhofer Institute for Open

Development Index (it ranked 19th in 2014).81

income support, and an information and communication area.

authorities to announce procurement opportunities and award notifications. The portal

law on administrative procedures and, law on ombudsman institutions. The government

Ministry of Information Communication and Technology (MoICT). The Kenya ICT

Warning system: monitoring the global information security vulnerabilities and

enterprise architecture framework called “1GovEA” in order to create an effective

is a major step towards establishing Malaysia’s National Window (Deloitte Malaysia,

CERT. The Coordination of Information Security (CSI) / UNAM-CERT117 of the

- Provide better information to citizens.

the Inter-American Development Bank, as well as ODA for electronic government

E-procurement portal of Philippines is managed by Department of Budget and

user identification/authentication, electronic case handling and ePayments, when

for citizens on the use of e-services is shared by various parties involved in

Ministry of Education) by subscribing to the so-called Infrastructure-as-a-service. In

Government agencies’ Open Data efforts.

healthcare system incapable of adequately producing data and information for

Bahrain bahrain.bh www.data.gov.bh O O 㻌㻌㻌

Brunei brunei.gov.bn data.gov.bn O 㻌㻌㻌㻌

China gov.cn data.stats.gov.cn O 㻌㻌㻌㻌

Costa Rica www.gobiernofacil.go.cr datosabiertos.gob.go.cr O O 㻌㻌㻌

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 㻌㻌㻌㻌㻌

Georgia government.gov.ge N/A 㻌㻌㻌㻌㻌

Iceland island.is opingogn.is O O 㻌㻌㻌

Indonesia indonesia.go.id opengovindonesia.org O 㻌㻌㻌㻌

Israel gov.il data.gov.il O O 㻌㻌㻌

Kazakhstan egov.kz N/A 㻌㻌㻌㻌㻌

Kenya information.go.ke opendata.go.ke O O O 㻌㻌

Macau gov.mo N/A 㻌㻌㻌㻌㻌

Mexico gob.mx N/A 㻌㻌㻌㻌㻌

Morocco www.egov.ma data.gov.ma O O 㻌㻌㻌

Nigeria www.nigeria.gov.ng N/A 㻌㻌㻌㻌㻌

Oman oman.om oman.om/wps/portal/ O O 㻌㻌㻌

Pakistan pakistan.gov.pk N/A 㻌㻌㻌㻌㻌

Peru peru.gob.pe datosperu.org O 㻌㻌㻌㻌

Poland en.poland.gov.pl N/A 㻌㻌㻌㻌㻌

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

South Africa gov.za N/A 㻌㻌㻌㻌㻌