Lessons from the Field: E-Government


E-Governance is defined as "the use of information and communication technologies (ICTs) and the Internet to streamline and improve government processes and enhance the internal and external communications of government." It involves not only the automation of back-end government systems such as financial management and procurement, but also the front-end, online government presence for the dissemination of government information and service delivery. The capability to design and deliver both front- and back-end systems in the developing world is a function of a number of factors that vary from country to country. E-governance also involves the use of ICTs for improving citizen participation in government. This includes, but is not limited to: interactive features for improved communications between citizens, elected officials and public administrators; the possibility of electronic voting capabilities; and the potential for actual changes in government structure, policy and processes through the use of ICTs.

Where is E-Governance now?

The United Nations World Public Sector Report 2003: eGovernment at the Crossroads, released in November 2003, provides three main conclusions about the current status of global e-government. First, using an extensive survey, the report concludes that developing countries are creating and implementing novel e-government applications similar to those currently used in developed countries. In fact, according to the survey, developing countries are providing “information and services” that “are as – or more – sophisticated and mature” than those currently used in some developed countries. Still, developing countries face certain challenges that are greater than those faced by developed countries in pursing e-government. Developing countries must contend with limited financial resources and human capital while trying to develop sufficient ICT infrastructure, build overall educational and technological skills, and afford widespread online access to rural areas and other underserved populations.

In describing the methodology for their Telecommunication Infrastructure Index, the United Nations report admits to placing less weight on the use of mobile technologies than on a country’s personal computer density, number of Internet users, number of telephone lines, and online population. Regardless, there is evidence that developing countries are addressing e-government implementation issues through the innovative use of currently available technologies, including radio, television and mobile technologies.

The two additional conclusions of the U.N. report are first, that developed and developing governments have made little use of online transaction services and second, that participation in e-government ranges from “rudimentary” to non-existent. Finally, the report asserts that there is no single strategy for achieving e-government success as governments must respond to the specific needs of their particular societies. These conclusions and assertions present areas of opportunity for developing countries to pursue their e-government strategies through practical, innovative applications. This analysis provides an overview of current developing country e-government projects that are doing just that.

Web Presence & Service Delivery

The initial establishment of a government web presence is the most basic e-government strategy: use the Internet to disseminate information and improve access to information. However, there is evidence that moving beyond a simple, static web presence to a useful, citizen-centered electronic government effort that actually assesses the effectiveness of current government practices and procedures to improve them, is what determines a successful project from a failure. Significant progress has been made in some developing countries to establish e-government portals that are timely and citizen-centered. Examples include the gateway sites of Brazil and Estonia, both of which offer extensive, centrally-located information, and links to various government agencies and ministries. The sites also offer downloadable government forms and some limited online transaction services. Government portals with more extensive on-line transaction capabilities include Chile and the Philippines.

African government sites are generally less up-to-date than other countries’, and tend to lack the capacity to conduct online transactions. Despite this gap, some African e-government sites show promise. South Africa’s portal does not yet offer online transaction capability, but does provide an extensive list of downloadable forms and focuses on citizen-users. Yet, in general, government web sites for the majority of African countries remain outdated and lack dynamic user interfaces.

Back Office Automation: Improving Efficiency & Service Delivery

Automating government processes can be challenging for developing countries, many of which suffer opaque, corrupt, and inefficient bureaucracies. In these cases, the struggle to develop electronic systems goes beyond information technology issues, encompassing the need for full assessments and re-engineering of government administration, record keeping, and knowledge management. As stated previously, this process determines the success or failure of e-government projects. Despite the difficulties, national and local governments in countries such as India, the Philippines, Chile and Brazil have implemented comprehensive automations of procurement, tax administration, and other systems. Reforms such as these encourage accountability, transparency, and trust in the government’s ability to deliver services to citizens.

The government of Karnataka, India has instituted the widely-lauded Bhoomi land registry system. Using biometric identification technology, document scanning, and dispersed information kiosks, the system has automated 20 million land records since its inception in 1998. Additionally, the state of Bihar has implemented the Sales Tax Administration Management Information Network Aided (STAMINA), improving sales tax revenue collection and helping prevent tax evasion. Implemented in stages, it has catalyzed steadily increasing tax revenue for the state since 2001.

In the Philippines, a comprehensive, Internet-based, electronic procurement system has been implemented which allows for online services such as supplier and government agency registration, price confirmations and supply cataloguing, and contract bidding. Also available on the government web portal is the Bureau of Customs e-Trade website, which provides a 24-hour electronic logistics network for the country’s cargo industry. Another project by the National Police makes use of the Philippines’ social phenomenon of text messaging. The initiative encourages direct, nationwide, public communication with the department. It is designed to allow for emergency assistance, complaint registration, and to identify corruption by the police or other public agencies.

In Chile, the Chile Compra web site provides public agencies a single online location to access information on goods and services. The site includes a notice board of current government needs, online registration for private companies wishing to do business with the government, and updates on procurement guidelines and regulations. In addition, there is an online discussion forum that allows providers and government agencies to learn more about best practices, available contracts, and other procurement- related news and information.

Brazil also has a successful government electronic procurement site, Comprasnet. Additionally, local governments in Brazil are increasingly automating back-end systems and providing improved electronic services to their citizens. Examples include the state of Sao Paulo‘s web site, which allows for electronic state tax payments and the city of Rio de Janeiro’s site, which allows for electronic property tax payments.

Citizen Participation & e-Voting

While other examples indicate a move towards interactive online features in e-governance projects, as indicated in the UN report, few governments around the world are providing real possibilities for citizens to influence government policy changes. In most cases, this has been left to efforts by civil society, with some outreach by government departments. Still, truly participatory, electronic efforts in developing countries have generally not moved beyond online feedback forms or e-mail contact capabilities.

However, developing countries have ventured where most developed governments have feared to tread – into the realm of electronic voting. The governments of Brazil and India have implemented electronic voting systems while others like Argentina, Costa Rica and the Dominican Republic are considering similar initiatives.